BMC

Live Chat 19.08

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

Release notes and notices
updated 25 Aug



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

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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

Remedy with Smart IT Release notes



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 Virtual 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 Virtual 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 Virtual 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.


Tip

Ready-made PDFs are available on the PDFs page. You can also create a custom PDF.

 Click here to see the steps.

The BMC Documentation portal gives you the ability to generate PDF and Microsoft Word documents of single pages, and to create PDF exports of multiple pages in a space.  

Creating PDF and Word exports

You can create a PDF of a page or a set of pages. (Non-English page exports are not supported.) You can also create a Word document of the current page.

To export to PDF or Word

  1. From the Tools menu in the upper-right, select a format:
    • Export to Word to export the current page to Word format
    • Export to PDF to export the current page or a set of pages to PDF
  2. If exporting to PDF, select what template you want to use:
    • Simple to export a lightweight PDF with no cover, table of contents, or index.
      By default, the Simple template only exports the current page.
    • Standard to export a traditional PDF with a cover, table of contents, and index.
      By default, the Standard template exports the current page and all child pages.


 

Using

 

Working with the interfaces

Administering

 

Administrators can configure BMC Virtual Chat to work with Smart IT.


Planning

 

System requirements, roles and permissions, and supported languages and locales.

Installing

 

Installation options and initial system configuration

Upgrading

 

Upgrade paths and deployment

PDFs

 


FAQs and additional resources

This topic provides information that supplements the BMC Virtual 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 BMC Virtual Chat 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 BMC Knowledge Management articles from being searched?

In the first line of the BMC 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 Virtual 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:
    • Smart IT

    • BMC Remedy IT Service Management Suite 19.08

    • BMC Helix Digital Workplace Advanced

    • BMC Helix Chatbot

    • Remedy Single Sign-On

 

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