To get complete compatibility information for BMC Virtual Chat 9.1, use the BMC Solution and Product Availability and Compatibility Utility on the Product Availability and Compatibility page. Note that Apache Tomcat version 7.0.50 and higher can be used with Java version 8; if you use an earlier version of Apache Tomcat, you must use Java version 7.
The BMC Virtual Chat application is a BMC Remedy application, packaged as a definition (DEF) file and imported to the BMC Remedy AR System server by using the BMC Remedy Developer Studio tool. Any supported BMC Remedy AR System server can be used to host BMC Virtual Chat. For information about the system requirements for BMC Remedy AR System, see System requirements in the BMC Remedy ITSM 9.1 Deployment documentation.
BMC Virtual Chat also has the following requirements:
BMC Virtual Chat 9.1 supports using the Self Service Portal in the following browsers:
- Microsoft Internet Explorer 9, 10, and 11
- Google Chrome (latest version)
- Mozilla Firefox (latest version)
- Apple Safari (latest version)
- Apple Safari (iOS)
- Google Chrome (Android)
Installation disk space
The BMC Virtual Chat installation requires a minimum of 1 GB of free temporary disk space. To verify your available space on Microsoft Windows, use Windows Explorer to check the hard disk space.
- Port 6225—Port 6225 must be open on BMC AR System and Mid Tier servers in order for BMC Virtual Chat to communicate with the Chat Notification Servlet (CNS). The CNS, which runs on Apache Tomcat, listens for a socket connection on port 6225. The BMC Remedy AR System server acts like a client via one of the BMC Virtual Chat Java plug-ins and initiates one (or more) connections to the CNS on that port. Updates to chats are sent to the CNS via this socket connection.
Port 6226—Port 6226 must be open only on Mid Tier servers and on BMC Remedy AR server. The load balancer should be able to manage the traffic through this port because it is used for managing the Program D requests (Virtual Agent responses and RKM Search)
The following BMC Virtual Chat plugins hosted in BMC AR System server listen to ports 6225 and 6226:
- ESChatNotificationServerPlugin uses port 6225.
- SupportBotPlugin uses port 6226.
- Port on which Remedy mid-tier is accessed (default port 8080)— The port on which the mid-tier's Tomcat server listens must be accessible from the BMC Remedy AR System server
Compatibility matrices, which identify the hardware and software requirements for installing BMC applications, are available on the BMC Customer Support website at http://www.bmc.com/support.
Unicode for double-byte languages
To support chats with double-byte languages, such as Korean, Japanese, and Simplified Chinese, you must install BMC Remedy AR System with Unicode support. For more information about Unicode support, see in the BMC Remedy ITSM deployment online documentation.and
Load-balanced environment requirements
When you use a load-balanced environment, consider the following requirements:
- To ensure that the file transfer feature of BMC Virtual Chat works in a load-balanced environment, all Apache Tomcat instances on BMC Remedy Mid-Tier servers must be installed in the same location.
- In a load-balanced configuration, each ESChat servlet talks to the CNS on its local system. Each CNS must also create a connection to each of the other CNS servlets on port 6225 to synchronize typing notifications.
- Ensure that the port on which the mid-tier's Tomcat server listens (default port is 8080) is accessible from the BMC Remedy AR server.
Example: D:\Apache Software Foundation\Tomcat7.0