Enabling agents to transfer files

Support agents can transfer files to self-service users to assist in troubleshooting and resolving issues. Before this feature can be used, you must create a transfer folder to enable file transfer between users and also enable the file transfer entry in the self service configuration tool.

Note

The BMC Virtual Chat installer automatically configures the file transfer for agents. If the installer was not able to configure this feature and creates an xfer folder in \Apache Software Foundation\Tomcat 7.0\webapps\eschat, use the following the procedures.

Before you begin

To ensure that the file transfer feature of BMC Virtual Chat works in a load-balanced environment, all Apache Tomcat instances on all BMC Remedy Mid-Tier servers must be installed in the same location.

Example: C:\Program Files\Apache Software Foundation\Tomcat7.0

To create a file transfer folder

  1. On the mid tier server, navigate to the Apache Tomcat webapps\eschat folder. For example:
    \Apache Software Foundation\Tomcat 7.0\webapps\eschat
  2. Create a new folder in the eschat folder named xfer.

To enable the file transfer entry

  1. From the IT Home Page, select Virtual Chat > Administration Console.
  2. Select Self Service Portal > Configuration.
  3. Check the Show Disabled box in the upper-right corner.
  4. Select the File Transfer entry from the list.
  5. Click Modify.
  6. In the <xfer_basepath> tag, specify the location of the xfer folder created previously. For example: C:\Program Files\Apache Software Foundation\Tomcat7.0\webapps\eschat\xfer.
  7. In the <xfer_baseurl> tag, specify the IP address of the server where Apache Tomcat and the xfer folder is located. For example, http://192.168.101.22:8080/eschat/xfer.
  8. In the <xfer_max_attachment_size> tag, change the maximum attachment file size to a size that is appropriate for your users and environment, such as 1000k.
  9. Set the status to Enabled.
  10. Click Save.

To add new MIME types of the transferred files

To transferred files in their native format, you must define the appropriate MIME type. If you do not define a MIME type, the file is compressed as a ZIP archive and the ZIP file is sent.

  1.  In the %tomcat%/conf/web.xml file, add the following code into the <web-app> tag.
    <mime-mapping>        
      <extension>xlsx</extension>
      <mime-type>application/vnd.openxmlformats-officedocument.spreadsheetml.sheet</mime-type>
    </mime-mapping>
    <mime-mapping>
      <extension>xls</extension>
      <mime-type>application/vnd.ms-excel</mime-type>
    </mime-mapping>
    <mime-mapping>
      <extension>docx</extension>
      <mime-type>application/vnd.openxmlformats-officedocument.wordprocessingml.document</mime-type>
    </mime-mapping>
    <mime-mapping>
      <extension>doc</extension>
      <mime-type>application/msword</mime-type>
    </mime-mapping>

    Use the same example to add any other needed file extension.

  2. Restart the Tomcat server.

Note

Perform these steps on each mid-tier node.

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