Phased rollout


This version is currently available to SaaS customers only. It will be available to on-premises customers soon.


This section describes the Self Service Portal and how to use Live Chat product to engage in a chat session with an end user. 

End users
Support agents
  • Agents (IT agents in BMC Helix ITSM: Smart IT with ESChat_Agent permissions) can connect to end users from Live Chat.
  • Case agents in BMC Helix Business Workflows can connect to end users from the BMC Helix Business Workflows UI.

Note: The Support Agent Console in BMC Remedy Mid Tier Server is disabled.

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