Updating the BMC Knowledge Management query

Depending on the version of BMC Virtual Chat that you are upgrading from, you might have to perform one or more of the following procedures:

To update the BMC Knowledge Management query for automatic translation

BMC Virtual Chat version 9.1 fixed an issue with automatic translation for BMC Knowledge Management queries. If you have existing queries and use automatic translation, you must update those queries by performing the following steps:

  1. From the IT Home page, select Virtual Chat > Virtual Chat Administration Console.
  2. Under General Settings, select Virtual Chat Queries.
  3. Select Knowledge Management VAQ from the list and click Modify.
  4. Wrap applicable text with a <translateitem> tag as in the following example: <translateitem>The following Service Requests may be able to help you</translateitem>

  5. Restart your BMC Remedy AR System server.

To update the BMC Knowledge Management query from my-eService legacy versions

Earlier versions of BMC Virtual Chat (my-eService legacy versions) included the use of thumbs-up and thumbs-down icons in the BMC Knowledge Management Virtual Agent Query. These icons are no longer valid and result in unwanted text entries in a BMC Knowledge Management result link. You must update the Knowledge Management query to remove the unwanted text.

  1. From the IT Home page, select Virtual Chat > Virtual Chat Administration Console.
  2. Under General Settings, select Virtual Chat Queries.
  3. Select Knowledge Management VAQ from the list and click Modify.
  4. Change the code in the Response box as follows:

    Existing code:

    [vaq:xmlresults maxrows='10' keytermsrelevancy='25' keytermselement='title' resort='true']The following knowledgebase documents may answer your question<br>
    <table> 
    [vaq:resultslist element='rkmsearch']
    [vaq:resultsrow element='result']
    [vaq:varset msg='Thank you for your input'/]
    [vaq:varset url='http://onbmc-s:8080/eschat/ardata.html?fn=[vaq:getelement element='formname']&requestid=[vaq:getelement element='entryid']'/]
    <tr><td>
    <img src='resources/images/tu_16.png' class='uai' uai_event='event-UAI-VOTEUP' alt='Yes, this was useful' uai_id='RKMDOC:[vaq:getelement element='docid']' uai_url='[vaq:var url]' uai_title='[vaq:getelement element='title']' onuaimsg='[vaq:var msg]' /><img src='resources/images/td_16.png' class='uai' uai_event='event-UAI-VOTEDOWN' alt='No, this was not useful' uai_id='RKMDOC:[vaq:getelement element='docid']' uai_url='[vaq:var url]' uai_title='[vaq:getelement element='title']' onuaimsg='[vaq:var msg]' /></td>
    <td style='font-family: calibri, arial; font-size: 12;'><a href='[vaq:var url]' target='_blank'>[vaq:getelement element='title']</a></td></tr>[/resultsrow]
    [/resultslist]</table>[/xmlresults]
    [/resultslist]</table>[/xmlresults]


    New code:

    [vaq:xmlresults maxrows='10' keytermsrelevancy='25' keytermselement='title' resort='true']The following knowledgebase documents may answer your question<br>
    <table>
    [vaq:resultslist element='rkmsearch']
    [vaq:resultsrow element='result']
    [vaq:varset msg='Thank you for your input'/]
    [vaq:varset url='http://[SERVER]:8080/eschat/ardata.html?fn=[vaq:getelement element='formname']&requestid=[vaq:getelement element='entryid']'/]
    <tr><td><img src='resources/images/att_text.png' /></td>
    <td style='font-family: calibri, arial; font-size: 12;'>
    <a href='[vaq:var url]' target='_blank'>[vaq:getelement element='title']</a></td></tr>[/resultsrow]
    [/resultslist]</table>[/xmlresults]
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