The naming is a little confusing. Just think of it this way: BMC Chat - upper-case "Chat". This is the product that was obtained from the my-eService acquisition and in the doc link that Prof. Strauss forwarded. It is intended primarily to provide a Virtual Chat agent for end users as well as communication with end users.
http://www.myeservice.com/wp/products/ chat - lower-case "chat". This is functionality provided by AR System that utilizes integration with an XMPP chat server (like OpenFire). It is used primarily for communication between back-end technicians - not with end users. https://docs.bmc.com/docs/display/public/ars8000/Configuring+chat The chat (lower case) functionality was first introduced in AR System 8.0.00 / ITSM 8.0.00 - so it's not available in previous versions of AR System / ITSM. -David J. Easter Manager of Product Management, AR System BSM & Atrium Solutions Management BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Pierson, Shawn Sent: Monday, December 10, 2012 7:14 AM To: [email protected] Subject: Re: The New BMC Chat (what version of ARS and ITSM will it work on) If it was the same briefing that I attended, I believe the line may have been blurred a bit between SRM, the AI agent, and the rest of the chat functionality. I recall the BMC folks saying that SRM 8.0 was compatible with ARS and ITSM 7.6.4 and that we could upgrade SRM on its own now. The chat functionality did seem kind of cool, especially since they said it could be integrated with Office Communicator. My suggestion is to go to your sales person if support is not helpful. They should be able to easily get someone to get that information to you since it is a feature that BMC seems to be proud of. Thanks, Shawn Pierson Remedy Developer | Energy Transfer -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Remedy Sent: Saturday, December 08, 2012 5:06 PM To: [email protected] Subject: The New BMC Chat (what version of ARS and ITSM will it work on) 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" Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. _______________________________________________________________________________ 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"
