This documentation supports the 19.08 version of Remedy with Smart IT.

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

Integrating Smart IT with Live Chat

As a Smart IT administrator, you can integrate Live Chat with Smart IT so that agents with ESChat_Agent permissions can participate in live chat sessions with users and help them resolve their issues.
For more information on permissions, see Roles and permissions  (Live Chat 19.08 documentation).

You can integrate Live Chat only with Smart IT version 19.08 or later.

Before you begin

Note: If you deploy the BMC Virtual Chat 19.08 Deployment Package, you cannot use the BMC Virtual Chat 9.1 Support Agent Console and integrations with other applications any longer. If you choose to roll back the BMC Virtual Chat 19.08 Deployment package, you are reverted to BMC Virtual Chat version 9.1.02.

Ensure that you have:

  • Upgraded to the 19.08 version of Remedy ITSM, Remedy AR System, and Smart IT. 

  • Installed BMC Virtual Chat 9.1.02.
    For more information about installing BMC Virtual Chat, see Installing BMC Virtual Chat  (BMC Virtual Chat 9.1 documentation).
  • Deployed the BMC Virtual Chat 19.08 deployment package 
    For more information, see Deploying the BMC Virtual Chat deployment package  (Live Chat 19.08 documentation).
  • Configured the Remedy Single Sign-On agent in the rsso-agent.properties file to ensure that users can seamlessly interact with agents in Smart IT.
    To configure the Remedy Single Sign-On agent, log in to BMC Support Central and view KA #000172094. The rsso-agent.properties file is attached in this knowledge article.
    For information about configuring Remedy SSO agent, see  Configuring Remedy SSO agent  (BMC Remedy Single Sign-On documentation).


Related topics

Getting Started (Live Chat 19.08 documentation)

Centralized Configuration

Interacting with users on Live Chat


To integrate Smart IT with Live Chat

  1. To access the Remedy AR System, in a browser, enter the following URL address :
    http://midTierServer:portNumber

  2. In the Centralized Configuration, perform the following actions:

    • To enable integration with Live Chat, set the enableESChatIntegration parameter to true.

    • In the mid_tier.base.url parameter, specify the mid-tier load balance server URL (http://clm-aus-tsbo3w.bmc.com:8080
      Support agents can use this URL to share knowledge articles with users. This URL also enables users to open the articles in Remedy Mid Tier.

    • In the es_chat.url parameter, specify the ES Chat server load balancer URL. 
      This parameter enables the agents to access Live Chat from Smart IT.

  3. Click Apply.

This integration enables the Live Chat option in Smart IT. Support agents can use Live Chat to receive chats from end users. 

For more information about chatting with users, see Interacting with users on Live Chat.

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Comments

  1. Rami Alghoul

    KA URL for configuring RSSO agent is not working , showing as below: Error: Article is not visible!

    Aug 28, 2019 04:10
    1. Dhanya Menon

      Hello Rami,

      Thank you for your feedback and I am very sorry for the inconvenience caused.

      Could you please log in to the Support Central with your Support ID and then try accessing the knowledge article URL? Alternatively, you can access this article here: https://communities.bmc.com/docs/DOC-120960.

      Let me know if you are still having trouble accessing the article.

      Regards,

      Dhanya

      Aug 29, 2019 07:11
      1. Rami Alghoul

        Thanks Dhanya for your support, Is there any additional steps to perform rather than the above steps ? , because I did apply all the steps but Live Chat still not working.

        Regards, Rami.

        Sep 04, 2019 01:03
        1. Dhanya Menon

          Hello Rami,

          Thank you for reaching out and apologies for the inconvenience.

          Could you please elaborate on which step you are facing difficulty? If possible, please share the screenshots of the step for which you are having trouble.

          Regards,

          Dhanya

          Sep 05, 2019 12:05
          1. Rami Al-ghoul

            Hi Dhanya,

            I did deploy all mentioned steps , but I am having below error when clicking on Live Chat :

            HTTP Status 404 - /eschat/agent

            Regards, Rami.

            Sep 08, 2019 12:57
            1. Dhanya Menon

              Thank you, Rami, for your reply. I will check with the Engineering team and revert.

              Regards,

              Dhanya 

              Sep 09, 2019 12:16
            1. Vijay benedict Paul raj

              Hi Rami, Could you provide me your environment details. So that I can figure out what is the issue. Regards, Vijay

              Sep 09, 2019 01:23
            1. Pam Rao

              Hi Rami - Do you have RSSO configured in your environment? If you have followed the steps and RSSO is installed and still seeing the 404 we may need to get logs etc. Its probably best to create a support ticket.

              Sep 09, 2019 04:49
              1. Pam Rao

                Rami - Can you also make sure you followed the steps while deploying Live Chat. To ensure that the product binary files from the deployment package are deployed correctly, complete the steps  in this KA - https://bmcsites.force.com/casemgmt/sc_KnowledgeArticle?sfdcid=000172191

                Sep 09, 2019 07:38
                1. Rami Al-ghoul

                  Hi Pam,

                  Yes, all mentioned steps are performed and RSSO is configured too.

                  I have the following error in tomcat logs:

                  ERROR Thread-17 ESChat - For server xxx:2020 Exception in Proxy retrival. Release com.bmc.arsys.api.ProxyJRpc@6a0edaa6 ERROR (90): Cannot establish a network connection to the AR System server; Connection refused: connect xxx:2020

                  Sep 11, 2019 05:41
                  1. Dhanya Menon

                    Hello Rami,

                    It appears that ESchat server is not able to communicate with the AR server. Our Engineering team will need your environment details to debug further. 

                    Regards,

                    Dhanya


                    Sep 15, 2019 10:56
                    1. Rami Al-ghoul

                      Hi Dhanya,

                      Is there any troubleshooting steps that I can follow ?

                      Regards,

                      Sep 17, 2019 06:59
                      1. Dhanya Menon

                        Hello Rami,

                        Please open a case with BMC Support. We would need environment details to understand and troubleshoot this issue.

                        Regards,

                        Dhanya


                        Sep 18, 2019 03:58
  2. Ahmad Banisaid

    Dear Team,

    Can you please share a sample for:

    mid_tier.base.url es_chat.url

    Regards, Ahmad BaniSaid

    Sep 01, 2019 01:23
    1. Dhanya Menon

      Hello Ahmad,

      Thank you for your comment. I will revert with an answer to your query soon.

      Regards,

      Dhanya

      Sep 04, 2019 08:35
    1. Dhanya Menon

      Hello Ahmad,

      One of our development team SMEs has answered this query. You can see Vijay Benedict Paul Raj's reply below this comment thread. Hope this answers your query.

      Regards,

      Dhanya

      Sep 05, 2019 03:25
  3. Vijay benedict Paul raj

    Hello Ahmad, PFB my answers, mid_tier.base.url = http://clm-aus-tsbo3w.bmc.com:8080 (This will always be the mid-tier load balancer URL)

    es_chat.url 1. On Prem World: This url will be the mid-tier url. This is because eschat application will be deployed along with the mid-tier app. es_chat.url = http://clm-aus-tsbo3w.bmc.com:8080

    1. Container World: This url will be ES Chat server load balancer (Kubernetes) url. Because the eschat application will be deployed in separate container and mid-tier application will be deployed in a separate container.

    Regards, Vijay

    Sep 04, 2019 01:42
    1. Dhanya Menon

      Thank you, Vijay for the answer. I have also made updates to this page.

      Regards,

      Dhanya

      Sep 05, 2019 03:26