This documentation supports the 21.3 version of BMC Helix ITSM: 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 Open link  (BMC Live Chat documentation).

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

Before you begin

Ensure that you have:

  • Upgraded to the 19.11 or later version of BMC Helix ITSM,Action Request System, and Smart IT. 

  • Configure BMC Live Chat to work with BMC Helix Single Sign-On.
    For more information, see Configuring Live Chat to work with Remedy Single Sign-On Open link .

Related topics

Getting started Open link (BMC Live Chat documentation)

System requirements Open link (BMC Live Chat documentation)

Centralized Configuration

Interacting with users on Live Chat

To integrate Smart IT with Live Chat

  1. To access Action Request System, in a browser, enter the following URL address:

  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 (
      Support agents can use this URL to share knowledge articles with users. This URL enables users to open the articles in Mid Tier.

    • In the dwp.base.url parameter, specify the BMC Helix Digital Workplace load balancer server URL.
      Support agents can use this URL to share knowledge articles with users. This URL enables users to open the knowledge articles in BMC Helix Digital Workplace.


      The dwp.base.url parameter takes precedence over the mid_tier.base.url parameter. If both parameters have been specified, then BMC Helix Digital Workplace links are used to share knowledge articles.

    • 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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