Release notes and notices

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


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.




August 22, 201919.08 enhancements

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


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.


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.

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