Manually configuring the BMC Remedy AR System server for BMC Knowledge Management

The BMC Virtual Agent installer can automatically configure the integration with BMC Knowledge Management. If you did not enable the installer to configure the integration, follow the procedures in this topic.

After you have configured the BMC Knowledge Management form list, you must configure the details for the BMC Remedy AR System server on which you have installed BMC Knowledge Management.

To configure the BMC Remedy AR System server for BMC Knowledge Management

1. From the IT Home Page, select Virtual Chat > Administration Console > Self Service Portal > Configuration.
2. Click Show Disabled to view all the configuration items.
    
3. Select the AR Server - RKM 7.6.04 Search Account entry and click Modify.
   The corresponding XML section opens in the editor. 

4. In the <ar_login> section, perform the following actions:

   1. If BMC Remedy Mid Tier and the BMC Remedy AR System server on which you have installed BMC Knowledge Management are located on different servers, in the <ar_form> section, replace [SERVER] with the BMC Remedy AR System server on which you have installed BMC Knowledge Management.

   2. In the <ar_user> section, specify a BMC Remedy AR System user who is assigned the Knowledge Admin and Knowledge Config permissions that are provided by BMC Knowledge Management.
      BMC recommends that you create a new BMC Remedy AR System user with the Knowledge Admin and Knowledge Config permissions for integrating BMC Knowledge Management with BMC Virtual Chat.  

   3. In the <ar_p> section, specify the password for the BMC Remedy AR System user that you specified in the <ar_user> section.

5. Select Enabled.
6. Click Save.
7. Select the Form Template - RKM 7.6.04 entry and click Modify.
   The corresponding XML section opens in the editor.
8. Replace all instances of HDI2011WS3 with the BMC Remedy AR System server on which you have installed BMC Knowledge Management.
9. Select Enabled.
10. Select the Forms - Remedy Knowledge Management 7.6.04 and later entry and click Modify.
11. Select Enabled.
12. Click Save.

Where to go from here

Configuring the BMC Knowledge Management virtual agent queries