Troubleshooting BMC Remedy Single Sign-On for BMC Virtual Chat
The following section gives the troubleshooting steps when single sign-on does not work with the User Form authentication when BMC Remedy IT Service Management is not installed.
Single sign-on does not work for with User Form authentication
If single sign-on does not work for BMC Virtual Chat even after you have enabled the Authentication - Single Sign On (User Form) entry in the Self Service Portal Configuration, perform the following steps:
- From the IT Home page, select Virtual Chat > Virtual Chat Administration Console.
- Select Self Service Portal > Configuration.
- Edit the Forms - Standard entry.
In the
<request_alias>usersso</request_alias>
element, remove 'Login Name' = "[cnsparam:uid]" AND
Original entry<request_alias>usersso</request_alias> <im_login>false</im_login> <ar_form_name>ES_Chat:UserSSO</ar_form_name> <ar_form_condition>'Login Name' = "[cnsparam:uid]" AND 'Token' = "[cnsparam:token]"</ar_form_condition>
Updated entry
<request_alias>usersso</request_alias> <im_login>false</im_login> <ar_form_name>ES_Chat:UserSSO</ar_form_name> <ar_form_condition>'Token' = "[cnsparam:token]"</ar_form_condition>
Save the entry
Refresh servlets.
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