Integrating BMC Helix ITSM with Live Chat

Before you begin

Make sure that you have performed the following steps:

• Upgraded to the latest version of BMC Helix ITSM and Action Request System. 
• Configure BMC Live Chat to work with BMC Helix Single Sign-On.
  For more information, seeConfiguring Live Chat to work with BMC Helix Single Sign-On.

To integrate BMC Helix ITSM with BMC Live Chat

1. To access Action Request System, in a browser, enter the following URL address:
   http://midTierServer:portNumber
2. In the Centralized Configuration, perform the following actions:
   • To enable integration with Live Chat, set the enableESChatIntegration parameter to true.
   • In the mid_tier.base.url parameter, specify the mid-tier load balance server URL.
     Support agents can use this URL to share knowledge articles with users. This URL enables users to open the articles in Mid Tier.
   • You must add the BMC Helix Digital Workplace Advanced application details in BMC Helix Innovation Suite.
     For more information, see Enabling integration with BMC Helix Digital Workplace Advanced and BMC Helix Business Workflows.
   • In the es_chat.url parameter, specify the ES Chat server load balancer URL. 
     This parameter enables the agents to access BMC Live Chat from BMC Helix ITSM.
3. Click Apply.

This integration enables the Live Chat option in BMC Helix ITSM. Support agents can use Live Chat to receive chats from end users. 

For more information about chatting with users, see Interacting with users on Live Chat.