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Deploying the BMC Live Chat deployment package

The Live Chat version 21.02 is available as a deployment package.

Warning

Important

After deploying the deployment package for Live Chat 21.02, certain features from Live Chat version 9.1.02 are disabled and cannot be enabled.

If you choose to rollback the Live Chat 21.02 deployment, you are reverted to the previous version of Live Chat that you were on.

Before you begin

Process for deploying the deployment package

Task

Action

Reference

1

Download the Live Chat 20.02 deployment package.

2

Import and deploy the deployment package.

3

Verify the deployment.

4

Configure the BMC Helix Single Sign-On (Remedy SSO) agent

5

Configure the application name

To download the deployment package

Download the deployment package, so that you can obtain the executable JAR files, eschat and program D files.

  1. Open a browser. 

  2.  By using your support ID, log in to the BMC Electronic Product Distribution page.

  3. Select Product Downloads > Licensed Products.
  4. In the Licensed Products View page, select the following options:
    1. View: Licensed Product
    2. Profile: Master
  5. Search for BMC Digital Workplace Advanced 20.02.00, and click Go.
  6. From the search results, select BMC Digital Workplace Advanced 20.02.00.
  7. Select the check box corresponding to BMC Live Chat Deployment Package Version 20.02.00. 
  8. Click Download. 
    The virtualChat20.02.zip file is downloaded. 
    The single download button replaces both Download via FTP and Download Manager buttons in the interface. 

To import and deploy the package

After downloading the deployment package, you must first import and then deploy the package by using the AR System Management Console. You must import the package without extracting the .zip file. 

To complete the steps for importing the package, see To import a package . 

To complete the steps for deploying the package, see  To deploy a package. 

To verify that the Live Chat 20.02 deployment package is deployed

  1. As an administrator, log in to BMC Remedy Mid Tier.
    Enter the mid tier server URL in the the following format: 
    http://midTierServer:port/arsys/forms/serverName
  2. From the IT Home page, select Applications > AR System Administration > AR System Deployment Management Console. 
  3. Select Manage Package > View.
  4. On the AR System Deployment Management page, in the Deployment Package Contents section, review the Status column. 
    After successful deployment, the status changes to Deployed.
  5. In the Deployment Payload Group Name, click View Payload Status and verify that the Host Status column has the Deployment Success status for all items. 

To configure the BMC Helix Single Sign-On agent

After deploying the Live Chat 20.02 deployment package, all users are authenticated by using Remedy SSO. To ensure that users can seamlessly interact with IT agents in Smart IT, you must configure the Remedy SSO agent in the rsso-agent. properties file.

  1. To configure the Remedy SSO agent, log in to BMC Support Central  and view the knowledge article 000172094.

  2. (If you are upgrading from version 19.08 to 20.02) In the rsso-agent. properties file, append the excluded-url-pattern value with |/login?|/rest/chat/upload_attachment/json so that the exclude URL pattern value is as shown in the following code:

    Exclude URL pattern value
    excluded-url-pattern=.*\\.xml|.*\\.gif|.*\\.css|.*\\.ico|/shared/config/.*|/WSDL/.*|/shared/error.jsp|/shared/timer/.*|/shared/login_commn.jsp|/shared/view_form.jsp|/shared/ar_url_encoder.jsp|/ThirdPartyJars/.*|/shared/logout.jsp|/shared/doc/.*|/shared/images/.*|/shared/login.jsp|/services/.*|/shared/file_not_found.jsp|/plugins/.*|/shared/wait.jsp|/servlet/GoatConfigServlet|/servlet/ConfigServlet|/shared/HTTPPost.class|/rest/chat/cb.*|/saclist.*|/cassologin.html.*|/configrefresh.*|/ardata.*|.*\\.png|.*\\.jpg|.*version.*|.*/rest/cns/.*|.*/rest/ardata.*|.*\\.ttf|.*\\.woff|.*\\.woff2|.*\\.eot|.*\\.svg|.*\\.css|.*\\.js|.*\\.html|/xfer/.*|/rest/app/greeting|/rest/admin/topics.*|/login?|/rest/chat/upload_attachment/json
  3. Save the changes.
  1. Restart the Tomcat server.

To learn more about configuring Remedy SSO agent, see Setting up end user authentication. To learn about configuring Live Chat for RSSO, see Configuring Live Chat to work with BMC Helix Single Sign-On. 

To rollback the deployment

If you have deployed the Live Chat 20.02 deployment package, you can rollback the deployment to Live Chat 9.1.02.

Error
Warning

You can rollback a package within 48 hours of successful deployment. To avoid errors, ensure that you review the rollback timeout interval criteria in Rolling back a package in the Remedy Deployment documentation. 

  1. As an administrator, log in to the mid tier server. 
    Enter the mid tier server URL in the the following format: 
    http://midTierServer:port/arsys/forms/serverName
  2. From the IT Home page, select Applications > AR System Administration > AR System Deployment Management Console.
  3. In the Deployment Management Console, select virtualChat20.02.zip.
  4. Select Operations > Rollback.
  5. In the confirmation dialog box, click Yes.
    The State of the package changes from Rolling back to Rolled back.

To enable Virtual Agent mode after rollback

After you rollback the deployment, you can manually enable Live chat from Live Chat Administration Console > Self Service Portal > Configuration.

To enable the integration records after rollback

After you rollback you must manually enable the integration records so that the Remedy IT Service Management integration points are enabled:

  1. In BMC Remedy Mid Tier, open the ES_Chat:AdministrationConsole_IntegrationSetup form. 
  2. Click Advanced search and search for 'Integration Name' != "Self Service Relate Context". 
  3. To enable the records, set the status to Active.
  4. Click Save. 

Related topics

System requirements

Upgrading

Administering

 

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Live Chat 26.1