Troubleshooting single sign-on for Live Chat

The following section gives the troubleshooting steps when single sign-on does not work with the User Form authentication when BMC Helix ITSM is not installed.

Single sign-on does not work for with User Form authentication

If single sign-on does not work for Live Chat even after you have enabled the Authentication - Single Sign On (User Form) entry in the Self Service Portal Configuration, perform the following steps:

1. From the IT Home page, select Virtual Chat > Virtual Chat Administration Console.
2. Select Self Service Portal > Configuration. 
3. Edit the Forms - Standard entry.

4. 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> 

   
   

5. Save the entry
6. Refresh servlets.