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Configuring chat

Important

You cannot use Openfire Chat if your browser does not support Adobe Flash. We recommend using Smart IT Openfire Chat for agent-to-agent communication.


Consider the following example:

Jack is assigned a ticket and he is not sure what he needs to do to resolve the ticket. Because Jack has administrative rights, he installs and configures a chat server so that he can get immediate answers. He configures the BMC Remedy AR System server to work with the chat server and maps the required BMC Remedy AR System users to the chat server. By using the chat window, he then invites his colleagues to discuss the issues mentioned in the ticket. After getting the answers, he resolves the ticket.

  1. Install and configure a chat server.
     For information about installing and configuring the Openfire chat server, see Installing and configuring the Openfire chat server.

    Note

    Any Extensible Messaging and Presence Protocol (XMPP) compliant chat server can be used as a chat server. As a convenience, BMC has provided a validated example of this integration utilizing the Openfire chat server for customers who want to use this option.

  2. Configure the BMC Remedy AR System server to work with the chat server.
     For more information, see Configuring the BMC Remedy AR System server to work with the chat server.
  3. Map the BMC Remedy AR System users to the chat server.
     For more information, see Mapping the BMC Remedy AR System users to the chat server.
  4. Start a chat conversation.
     For more information, see Starting a chat conversation.
  5. Add BMC Remedy AR System users who are not present in the Friends list.
     For more information, see Adding BMC Remedy AR System users not present in the Friends list.

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