This documentation supports the 19.08 version of BMC Live Chat.
To view the previous version, visit the BMC Virtual Chat 9.1.02 documentation.

BMC

Live Chat 19.08

All versions
BMC Live Chat (BMC Virtual Chat) provides a self-service solution for users to resolve their issues by chatting to support agents.

Release notes and notices
updated 16 Feb



Consult the following table for a list of notices and information about what's new in BMC Live Chat.

Tip

To stay informed of changes to this list, click the  icon on the top of this page.


Related topics

Support information

Deploying the BMC Virtual Chat deployment package

Known and corrected issues

Release notes and notices in Remedy with Smart IT.



The BMC Virtual Chat 19.08 release is part of the BMC Digital Workplace Advanced 19.08 release.

Date

Title

Summary

August 22, 201919.08 enhancements

BMC Live Chat version 19.08 is released. This version includes the following enhancements and unsupported and deprecated features:

Enhancements

Improved live chat capability for support agents in Smart IT that includes the following updates:

  • Modern web UI that is consistent with Smart IT and BMC Helix Digital Workplace Advanced. It is fully integrated into Smart IT which allows agents to use other Smart IT features such as dashboard and search.
  • Agents can create incident or work order.
  • Agents can use templates to create incident or work order.
  • Agents can preview the chat before accepting when not in auto-accept mode.
  • Agents are able to search and share knowledge articles with end user.

Deprecated features

After deploying BMC Live Chat 19.08, the following features are deprecated:

  • Support Agent Console in BMC Remedy Mid Tier Server is deprecated.
  • All Remedy IT Service Management (Remedy ITSM) integration points are disabled and should not be enabled if customers use the new live chat capability in Smart IT.
  • Automatic creation of an incident is deprecated.

Unavailable features

  • BMC Live Chat version 1908 is designed to work in the Agent Only mode. However, customers can enable the Virtual Agent mode manually.
  • Inviting an agent to join a chat is not available.
  • Open URL and and Question scripts in the agent console in Smart IT is not available.
  • Emailing an agent is not available.
  • Capacity-based Auto Accept of chat session does not work.


Using

 

As an end user, access Self Service Portal and chat with support agents.

Planning

 

(On-premises only)

Plan an installation or upgrade based on recommended deployment architecture, sizing, and system requirements.

Upgrading

 

(On-premises only)

Upgrade based on the latest system requirements and software.

Administering

 

Administrators can configure the settings for Self Service Portal and agent console in Smart IT or BMC Helix Business Workflows.

Installing

 

(On-premises only)

Install and perform initial system configuration.

PDFs and videos

 

Videos

The following topics contain videos that supplement or replace the text-based documentation:

All videos in the space

TopicDuration (in minutes)Description
Getting started60:11

This video is a webinar by the BMC engineering team that explains the features of BMC Live Chat version 19.08 integrated with Remedy with Smart IT version 19.08:

https://www.youtube.com/embed/NjWg2JDwmuA?rel=0

Modifying labels and messages08:17

This video demonstrates how to customize lables, buttons, and messages for Self Service Portal

https://www.youtube.com/embed/Zb4eb0W7xdY?rel=0


FAQs and additional resources

This topic provides information that supplements the BMC Live Chat 19.08 documentation. 

Frequently asked questions

This section provides answers to frequently asked questions (FAQ) about BMC Virtual Chat.

 How can I make my company logo appear instead of the default logo?

The default logo file, named bmclogo.gif, is located in the /resources/img/ folder on the mid tier server. First, move your company logo to the /resources/img/ folder. Then, use the Self Service Portal Configuration tool to modify the Application Portal - Interface to point to your logo. The logo definition is the first line of the entry.

<logo>resources/img/bmclogo.gif</logo>

For more information, see Changing the logo in the application portal.

 How do I prevent the title in Remedy Knowledge Management articles from being searched?

In the first line of the Remedy Knowledge Management Virtual Chat Query, set the keytermsrelevancy value to  0  (zero) and theresort value to  false .

[vaq:xmlresults maxrows='10' keytermsrelevancy='0' keytermselement='title' resort='false']

For more information, see Defining Virtual Agent Queries

 How can I change the default greeting?

You can change the virtual agent greeting in the ES_Chat:DVFFormatString Self Service form. The Default Display Message section contains the initial greeting. Change it and restart Apache Tomcat for the changes to take effect.

For more information, see Changing the initial customer greeting.  


 How do I change the default location of the Program D var folder?

Specify the new path in the web.xml file (in the /webapps/programd/web_inf folder) and then restart Apache Tomcat. The path is specified in the <param-value> element:

<param-value>[file:/BMCSoftware/BMCVirtualAgent/var/programd/conf/core.xml]<param-value>

 How can I change the default No Answer virtual chat query to display my company website instead of performing a Google search?

In the Virtual Chat Query configuration, change the URL field from the Google default to your company URL. 

For more information, see Defining Virtual Chat Queries.  

Additional resources from BMC

The following BMC sites provide information outside of the BMC Live Chat documentation that you might find helpful:

  • BMC Communities, BMC Remedy community
  •   BMC Support Knowledge Base , search filtered by BMC Virtual Agent and BMC Virtual Chat (requires login)
  • BMC Educational Services, BMC Remedy ITSM Suite learning path
  • BMC Global Services, BMC Remedy ITSM offerings
  • www.bmc.cominformation about BMC Remedy ITSM Suite
  • Documentation for related products:
    • Remedy with Smart IT

    • Remedy IT Service Management Suite

    • BMC Helix Digital Workplace Advanced

    • BMC Helix Chatbot

    • Remedy Single Sign-On

 

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