This documentation supports the 21.3 and consecutive patch versions of Live Chat.

To view an earlier version, select the version from the Product version menu.

System requirements

Before you deploy the product, make sure that your environment meets the hardware and software requirements. The compatibility matrix helps understand the supported environments, required third party software, and compatibility with other BMC products and integrations. The steps to access the compatibility matrix are explained in this topic .

Software requirements for Live Chat version 21.3

To deploy Live Chat version 21.3 you need the following software:

  • BMC Virtual Chat version 9.1.02
  • Action Request System version 21.3
  • Smart IT version 21.3
  • BMC Helix ITSM version 21.3
  • BMC Helix Single Sign-On version 21.3
  • Apache Tomcat 9.0.73
  • OpenJDK 17.0.6
  • To use live chat feature in BMC Helix Business Workflows, you require BMC Helix Business Workflows version 21.3.
  • To remotely access BMC Client Management (BCM) web console from Live Chat, you require BMC Client Management version 21.02. or later.


  • Customers who are using both Smart IT and BMC Helix Business Workflows with Live Chat require only one instance of Live Chat that will run and cater to both the applications.
  • Some capabilities might not be available based on the BMC Helix ITSM or Smart IT version.

Supported browsers

You can use Self Service Portal in the following desktop browsers: 

  • Microsoft Internet Explorer
  • Microsoft Edge
  • Google Chrome (latest version)
  • Mozilla Firefox (latest version)

Authentication methods

Several authentication methods required a unique email address to authenticate users. The Remedy Action Request System (Remedy AR System) form in which the unique email address must be set depends on the authentication method. If the email address is not unique or is not specified, the user will not be authenticated. For more information, see Setting an authentication method

To access the compatibility matrix 

  1. Navigate to  BMC Solution and product availability and compatibility utility (SPAC) Open link


    To access the product compatibility information on the Customer Support website, you must have a Support ID.


  3. In the Product Name field, select a product name; for example, BMC Helix ITSM.
    In the Product Version field, select a version number.
  4. Review the following system configuration information to ensure your environment aligns with the following requirements:

    • Operating systems and platform support
    • Database support
    • Screen reader support
    • Language offerings
    • Compatible BMC product versions
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  1. Jim Egles

    One of the Requirements for Live Chat is that ALL users (both end-user and live-agents) have unique email addresses. Non unique, or "shared" email addresses will result in issues when using the application. We currently mention this on the page, in the header of the Authentication Methods table. However it is not very obvious and I've not been able to find this requirement elsewhere in our documentation. Can we list this requirement in a more prominent place in the Planning section? Perhaps in the System Requirements page, and/or Roles and permissions page? This requirement exists for ALL version of Live Chat.

    Oct 07, 2022 05:34