Integration with BMC Remedy IT Service Management
BMC Virtual Chat integrates with other BMC Remedy ITSM applications via predefined integration points. The integration takes place automatically while installing BMC Virtual Chat or can be configured manually after the installation. This topic gives details about automatic integration with BMC Remedy ITSM. For more information about manual integration, see Manually configuring the integration with BMC Remedy IT Service Management.
After integrating BMC Virtual Chat with BMC Remedy IT Service Management (BMC Remedy ITSM), incidents are created based on the chat sessions with live agents. The following sections describe the events that trigger creation of incidents:
End user actions that trigger incident creation
Incidents are created when the end user or the chat agent performs one of the following actions:
End user requests to chat with a live agent
You can configure the BMC Virtual Chat application with the virtual agent either enabled or disabled. If the virtual agent is enabled, users chat with the virtual agent and an integration point is not required. The Create Incident on Chat Close chat integration point, which enables the creation of an incident, is activated by default.
When a self-service user requests for a live agent or if BMC Virtual Chat is to set to live agent only, the following integration events occur:
- A search is performed for the user information in the BMC Remedy AR System People form. The details are pulled from the form and placed in a chat session relationship form, and are then displayed in the Support Agent Console.
- An incident ticket is generated and associated with the chat session. When the incident is created, the current chat log is placed in the Notes field of the Incident page.
End user cancels the request for live chat
If integration with BMC Remedy IT Service Management is configured and is activated, an incident is created when the self-service users requests for a live chat.
The following table describes how cancelling the live chat request affects the incident:
| Self-service user and live agent actions | Effect on the incident |
|---|---|
| An incident is created and can be tracked on the Open Items tab on the Self Service Portal. |
| An incident is created, but is cancelled. It is not displayed on the Open Items tab of the Self Service Porta |
Chat agent actions that trigger incident creation
Chat agent closes a chat session
When an agent closes a chat session by selecting the Close button on the Support Agent Console, an incident is created. When the agent closes the session, the following events occur:
- The current chat log is copied to a Work Info instance, which can be viewed on the Work Info tab of the incident.
- The related incident ticket is opened for the support agent so that further updates can be made.
For details about closing a chat session, see Managing chat sessions.
Chat agent enables the Create Related Incident application
If the chat integration point Create Incident on Chat Close is deactivated, an incident is not created when the self-service user requests to chat with a live agent. To generate an incident, the live agent must enable the Create Related Incident application, as shown in the following image:
For more details about enabling the Create Related Incident application, see Defining applications for support agents.
Related topics
Viewing and updating tickets using Smart IT
in Smart IT 1.4 online documentation
Viewing and updating tickets using Incident Management
in Service Desk 9.1 online documentation
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