Configuring the BMC Knowledge Management virtual agent queries

You must configure a virtual agent query to search your BMC Knowledge Management application. A sample BMC Knowledge Management virtual agent query is shipped with BMC Virtual Chat and set to the disabled status. Modify this query and set the status to enabled.

1. From the IT Home Page, select Virtual Chat > Administration Console > General Settings > Virtual Agent Queries.
2. Click Show Disabled to view all the configuration items.

3. Modify the Remedy Knowledge Management entry.

    9.1.00

   Select the Remedy Knowledge Management -7.6.04 and later (OR) entry and click Modify.
   The corresponding XML section opens in the editor.

    9.1.01

   Select the [New UI]Remedy Knowledge Management -7.6.04 and later (OR) entry and click Modify.
   The corresponding XML section opens in the editor.

   Note: Only one of the above two Remedy Knowledge Management entries should be enabled at a time depending on the Self Service Portal UI that is being used.

4. In URL, replace [SERVER] with the server on which BMC Remedy Mid Tier is installed. For load-balance environments, replace [SERVER] with the virtual IP (VIP) or DNS name of the BMC Remedy Mid Tier load balancer. If required, replace 8080 with the port that is configured for BMC Remedy Mid Tier.
   For more information, see Virtual Agent Query parameters and formats
   

5. Select Enabled.

6. Click OK.

Where to go from here

Manually configuring the BMC Remedy ITSM server for BMC Incident Management