FAQs and additional resources

This topic provides information that supplements the BMC Virtual Chat 9.1 documentation. It contains the following sections:

Frequently asked questions

This section provides answers to frequently asked questions (FAQ) about BMC Virtual Chat.

How can I make my company logo appear instead of the BMC Virtual Chat logo?

The default logo file, named bmclogo.gif, is located in the /resources/img/ folder on the mid tier server. First, move your company logo to the /resources/img/ folder. Then, use the Self Service Portal Configuration tool to modify the Application Portal - Interface to point to your logo. The logo definition is the first line of the entry.

<logo>resources/img/bmclogo.gif</logo>

For more information, see Changing the logo in the application portal.

How do I prevent the title in BMC Knowledge Management articles from being searched?

In the first line of the BMC Knowledge Management Virtual Chat Query, set the keytermsrelevancy value to 0 (zero) and theresort value to false.

[vaq:xmlresults maxrows='10' keytermsrelevancy='0' keytermselement='title' resort='false']

For more information, see Defining Virtual Agent Queries.

How can I change the default greeting?

You can change the virtual agent greeting in the ES_Chat:DVFFormatString Self Service form. The Default Display Message section contains the initial greeting. Change it and restart Apache Tomcat for the changes to take effect.

For more information, see Changing the initial customer greeting.

How do I change the default location of the Program D var folder?

Specify the new path in the web.xml file (in the /webapps/programd/web_inf folder) and then restart Apache Tomcat. The path is specified in the <param-value> element:

<param-value>[file:/BMCSoftware/BMCVirtualAgent/var/programd/conf/core.xml]<param-value>

How can I change the default No Answer virtual chat query to display my company website instead of performing a Google search?

In the Virtual Chat Query configuration, change the URL field from the Google default to your company URL.

For more information, see Defining Virtual Chat Queries.

Additional resources from BMC

The following BMC sites provide information outside of the BMC Virtual Chat 9.1 documentation that you might find helpful:

BMC Communities, BMC Remedy community
BMC Support Knowledge Base , search filtered by BMC Virtual Agent and BMC Virtual Chat (requires login)
BMC Educational Services, BMC Remedy ITSM Suite learning path
BMC Global Services, BMC Remedy ITSM offerings
www.bmc.com, information about BMC Remedy ITSM Suite
Documentation for related products:
- Remedy IT Service Management Suite 9.1
- BMC MyIT 3.0

The following site, which is not created or endorsed by BMC, also provides information that you might find helpful:

The Action Request System discussion list, ARSLIST