Phased rollout This version of the software is currently available only to early adopter SaaS customers as the first step in our phased rollout.

Specifying the application URL to embed the agent console

As an administrator, to ensure that the agent console is embedded in an application such as BMC Helix ITSM: Smart IT or BMC Helix Business Workflows, you must configure the application URL in the Action Request System form.

Important

If the ES_Chat:ConsumingApplication form is not filled out correctly, the support agent will not see the agent console and the following error message is displayed in the browser console when the user clicks the F12 key:

"LiveChatService.getAppAllowedUrl(): No matching entries found for consuming application " + embeddingAppName + "\nPlease check the entries in ES_Chat:ConsumingApplication form."

  1. As an administrator, log in to the IT home page and navigate to Virtual Chat Administration Console. 
  2. Select General Settings > Applications. 
  3. In Application Name, the following default values are populated automatically:
    • BWF—Embeds the agent console in BMC Helix Business Workflows. 
    • Smart IT—Embeds the agent console in BMC Helix ITSM: Smart IT. 

  2. In Application URL, replace the following default values with appropriate values:

    • bwf-url:port
    • smartit-url:port

    Example: https://smart-it-host.bmc.com:9000
    You can add multiple URLs for the same application by separating them with a Space (space bar). 

  3. Click Save. 
  4. To apply the changes, restart the Mid Tier Tomcat server. 

Related topic

Upgrading

 

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