I wonder if there is some confusion regarding what is now BMC Chat and what was my-eService Virtual Agent. We were a my-eService customer and used Virtual Agent with AR 7.5 and Help Desk 6. Now that BMC owns my-eService I am not sure if it is possible to get older version of the product. If it is possible to get it in a pre-BMC Chat version, that might be what was discussed with the manager.
The last version of Virtual Agent we worked with was 7.2 but I can't imaging it changed too drastically (the Remedy pieces anyways, the UI did become more webby). The way it was designed pre-BMC it was pretty self-sufficient and you just have to plug it into your existing Incident Management system and people data (we use a custom form). Since BMC incorporating it so quick it make me think they didn't change it too much to get it out the door. Again this is speculation since I haven't see Chat 8.0. I am not surprised that support doesn't have the pre-BMC documentation or know too much about it since it was a pretty recent acquisition. Jason On Sat, Dec 8, 2012 at 3:06 PM, Remedy <[email protected]> wrote: > All, > > I hope you're having a great weekend. > > Now for my strange issue. > > My management team came back from Houston and was demoed the new BMC Chat, > that was released with ITSM 8.0. > > During the meeting someone informed one of the managers that BMC Chat > could be used with ITSM and ARS 7.6.4 (which we just upgraded to) and I was > tasked to get more info. > > When I asked BMC support they say that is not true. Yet they cannot find > any documentation that says that (i.e. no compatibility list) and in fact > could not find any of the documentation on BMC Chat (I found it on my own, > but compatibility was not part of what I found). > > So I am I at a loss. > > On one hand I have a manager that says he was told (by someone at this > executive meeting in Houston that it will work with our current version and > on the other BMC support that cannot even send me a compatibility doc (or > even find anyone that can answer my question). > > Any ideas? > > Howard > > > > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > "Where the Answers Are, and have been for 20 years" > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
