Some more news, I managed to make work Incident integration, "so so".
1°) ITSM integration:
When I tried to install the .def "DeployableApp_ITSM7x_SingleServerIntegrationWorkFlow_SingleServer_12_0509.def" I had some error in dev studio complaining that form "ES_CIP:ITSM71_IncidentCreate_DefaultAssignmentByCompany" already existed (and indeed it was already there from the "BMCChat_80.def".
So I imported it again, with "replace" and "take no action" mode and had a warning at the end (but no error).
Btw when you try to click on some links in "BMC Chat Administration Console->Chat Integrations" (ITSM Remote configuration and SCR Remote configuration", the workflow complains that forms "ES_CIP:ESChatServerSettings" and "ES_CIP:HomePageRedir_Config" don't exist on the server (ARERR 303).
Both those forms don't exist in the .def that are bundled with BMC Chat 8.00 zip file (at least the one I got).
Anyway, after the "edit forms / workflow" part, it's working, it creates an incident when the end user asks for a live agent and the workinfo is created at the "close".
2°) RKM search:
There is still a weird thing, when you search a RKM article, Jenn gives you a link, but when you click on it in Firefox Aurora (latest), Chrome Canary or IE 10 it just says "Loading...", though capturing the http you can see the page should have been loaded.
In fact there is a first query to "/eschat/ardata" with the entry that gives you the HTML page and the "Loading".
Then another query that has xml data with the RKM article.
So it seems the html page doesn't parse the xml and is stucked on "Loading...".
I activated the debug mode in the "ardata.html" (&debug=on) and I could see that it receives correctly the xml data but can't display it properly. The reason is that the <ardatatemplate> is empty (<![CDATA[]]>) in the xml.
Indeed in the "admin guide" page 138 a file "virtualagentresponse_template.xml" file is mentioned to be attached to RKM, but this file isn't in BMC chat installation zip.
I had to force a template manually in "ardata.html" to display somehow the end result.
Laurent.
On 03 Feb, 2013,at 05:13 PM, "laurent matheo" <lm...@me.com> wrote:
Hi list ^_^I was playing with BMC Chat on a Windows server 2012 / sql server 2012, ITSM 8 Patch 002 VM and I'm experiencing some difficulties so I was wondering if anyone had the same problems?I downloaded all files today BMC Chat 8.0.00 from "bmc remedy it service management -> BMC Remedy IT Service Management Suite 8.0.00 -> BMC Chat 8.0.00 -> BMC Chat version 8.0.00 (Windows)".1°) documentation:The installation document from the zip documentation file doesn't seem up to date with latest BMC Chat 8.0 binaries, there are some mentions of parts or options that I can't see in BMC Chat, but I'll fill in a small document for that.It seems pdfs from doc wiki are more recent / accurate (mention of file "BMCChat_80.def" for example) so I took those but there are parts that are missing from installation package or wrong screenshots.I made a custom installation file I'll share or send later (depends if I worked on a bad installation file :p).2°) RKM integration is quite tricky to setup:I managed to make it work but you need to enable several "7.6.04" rules that aren't mentioned in documentation.Documentation mention some RKM 8.0.00 rules (page 38) that I don't see (enabled or disabled state) and the xml is different in the 7.6.04 version.It works though in the end, you need to enable the form and the rule for 7.6.04 rkm as well since everything is on a same VM for me.I looked at the admin guide and the way to integrate RKM seems pretty different. Telling to edit "eschat_config.properties" but in "installation" guide we set up this file not to be used so everything is setup from the chat console.3°) ITSM integration:That's where I decided to stop and post here (and shutdown the VM to do a snapshot :) ).Documentation mentions 3 .def files that just aren't in the installation package (at least in the Windows and linux one):-> DeployableApp_ITSM80_RemoteIntegrationWorkFlow_ITSMServer_12_0121.DEF-> DeployableApp_ITSM80_RemoteIntegrationWorkFlow_SCRServer_12_0214.DEF-> DeployableApp_ITSM80_SingleServerIntegrationWorkFlow_SingleServer_11_1228.DEFIn the installation file I got those 2 def files (not counting BMCChat_80.def for main chat application):-> DeployableApp_ITSM7x_SingleServerIntegrationWorkFlow_SingleServer_12_0509.def-> ARMenus.defSo I was wondering if you had the experience? I'll try importing the .def anyway to test but perhaps I just got a wrong package (?). I tried to get the one for Linux but it's the same.I also looked in the "patches" but didn't see anything.Have a nice week end :)Laurent.
