Thanks Jason :-)
That helped me a lot and started doing some further research, so far nothing
seems to be failing, stdout log sends mostly ok with CNS calls; normally when
it fail is due arplugin failure. Also debugging by SAC found some root causes
for existing issues, but nothing at all about CNS... Is there a way to extract
a log just for CNS?
Thanks a log
Hugo Ruesga
Software Development Advisor
US 972.577.7000 x 332.3868
MX +52 (33) 3332.3868
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Date: Tue, 16 Apr 2013 17:47:43 -0700
From: jason.mil...@gmail.com
Subject: Re: BMC Chat support (My eService)
To: arslist@ARSLIST.ORG
**
Hi Hugo,
I took a look at the 7.6.04 documentation to get up to speed a bit. Some of
the end user UI forms appear to have been rewritten in native web technologies
vs. Remedy forms when we used it. A really helpful feature that I hope made
its way into the new UI is turning On the Show Debug Info setting in the Chat
Server Settings sections. This would show all of the page holders that were
normally hidden and by seeing the data in the field we could find an issue many
times. Hopefully this can still be done in the new UI.
Likewise there were also some special URLs and commands could be use for
troubleshooting.
Example:https://<web_server>/cns/myalerts?&type=rla&uid=<support_agents_email_address>
would verify that CNS is working for an agent
Entering [botdebug] while talking to Jenn would give you debug info.I am not
sure if these things are still around but they were very helpful.
We only used English so that is one level of complexity we never had to worry
about. Are you using SSL? Once thing that cause us some trouble were
improperly configured certificate chains. Similar to what you seem to be
experiencing most everything appeared to work except a feature here and then
because some of the Java code was very strict about a fully trusted connection.
In your example it sounds like there could be an issue in the CNS (Chat
Notification Servlet) process. I assume CNS is still the mechanism that would
alert a support agent in 7.6.04. Have you looked at any of the CNS log files?
I am figuring the my-eService guys are still employed by BMC (I haven't talked
to any of them since Oct. though so anything is possible). If you can get past
Support and in contact with one of them I am sure they'll be able to help.
As quick as BMC turned VCR around as their own product I can't imagine that a
great deal changed structurally between 7.6.04 and 8. I am guessing that much
of the troubleshooting for 8 will apply to 7.6.04 as well so I would hope that
Support wouldn't completely give up on you just because you are on 7.6.04.
Jason
On Tue, Apr 16, 2013 at 6:55 AM, Hugo Ruesga <lord_dyna...@outlook.com> wrote:
**
Thanks :-)
Let me describe the situation:
We have customers on multiple locations; because of this we had created
multiple topics, labeled EMEA_<language> These topics are associated to it's
particular support queue on the VChat; however when a chat is being created
using a topic, these agents do not receive any alerts on the Support agent
console, neither banner or any other notifications. I enabled the chat alerts
banner settings for the members of the queues, but still not seeing anything.
The $64,000 question is: how to debug this? I digged on the manuals but not
finding anything useful and I'm running out of options and time to find and
solve this. Any help will be highly appreciated.
Cheers
Hugo Ruesga
Software Development Advisor
US 972.577.7000 x 332.3868
MX +52 (33) 3332.3868
P Please consider the environment before printing this email
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From: david_laur...@bmc.com
To: lord_dyna...@outlook.com
Date: Mon, 15 Apr 2013 18:31:18 -0500
Subject: RE: BMC Chat support (My eService)
Hi Hugo,
What issues are you facing with Chat at the moment? Do you have issue ids that
I can look up for you?
Thanks
David Laurent
Senior Manager
Asia Pacific Customer Support
phone: +61 (0) 396574402
mobile: +61 (0) 400748410
Level 10, 28, Freshwater Place
Southbank Melbourne, 3006 Victoria
Australia
BMC Customer Support
Online CHAT–Now Available
Contact us for more information
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hugo Ruesga
Sent: Tuesday, 16 April 2013 8:42 AM
To: arslist@ARSLIST.ORG
Subject: BMC Chat support (My eService)
** Listers; As always looking for some wisdom here. I’ve a couple of doubts
about BMC Chat configuration but this is for version 7.6.04 of BMC Chat known
also as VChat or My eService VChat for Remedy. I’d tried to escalate my doubts
to BMC Support but seems they only officially recognize BMC Chat 8 as supported
version, for that reason I’m stuck at this point, tried to going to My eService
portal looking for some answers and directs me to BMC Site (however there are a
lot of inactive links on My eService portal).
Hope some of you had implemented VChat and could point me on the right
direction Cheers Hugo Ruesga
Software Development Advisor
US 972.577.7000 x 332.3868
MX +52 (33) 3332.3868
P Please consider the environment before printing this email
The information contained in and transferred with this electronic message is
intended only for the recipient(s) designated above, it is protected by law and
it may contain information which is privileged and confidential. If you are not
the intended recipient, please do not read, copy, or use it, and do not
disclose it to others. Please notify the sender of the delivery error by
replying to this message, and then delete it from your system. Thank you.
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