Re: The New BMC Chat (what version of ARS and ITSM will it work on)
Dave Thanks. I think BMC support needs this info as well. Howard Sent from my iPhone 5 On Dec 10, 2012, at 12:41 PM, Easter, David david_eas...@bmc.com wrote: As I mentioned, below, the link that Prof. Strauss forwarded is regarding the upper case BMC Chat. The BMC Chat application is included in the BMC Remedy IT Service Management Suite (which is a marketing bundle that contains a bunch of products). -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:arslist@ARSLIST.ORG] On Behalf Of Howard Richter Sent: Monday, December 10, 2012 8:22 AM To: arslist@ARSLIST.ORG Subject: Re: The New BMC Chat (what version of ARS and ITSM will it work on) Dave Thanks for the info, however, what does the customer support notice (11/26/12) talk about? It states BMC Chat 8.0, product ITSM 8.0, 7.6.04 Howard Sent from my iPhone 5 On Dec 10, 2012, at 10:56 AM, Easter, David david_eas...@bmc.com wrote: 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:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Monday, December 10, 2012 7:14 AM To: arslist@ARSLIST.ORG 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:arslist@ARSLIST.ORG] On Behalf Of Remedy Sent: Saturday, December 08, 2012 5:06 PM To: arslist@ARSLIST.ORG 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
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:arslist@ARSLIST.ORG] On Behalf Of Remedy Sent: Saturday, December 08, 2012 5:06 PM To: arslist@ARSLIST.ORG 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
Re: The New BMC Chat (what version of ARS and ITSM will it work on)
But if support has no idea about it, what do you do when you run into issues with it? Sent from my iPhone On Dec 10, 2012, at 10:14 AM, Pierson, Shawn shawn.pier...@sug.com wrote: 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:arslist@ARSLIST.ORG] On Behalf Of Remedy Sent: Saturday, December 08, 2012 5:06 PM To: arslist@ARSLIST.ORG 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
Re: The New BMC Chat (what version of ARS and ITSM will it work on)
That's what the ARSList is for, right? I don't want to go off topic too much, but I've had much better luck between solving my issues here, on the BMC Developer Network site, and by getting other folks at BMC involved. Things are pretty stable right now so I haven't submitted a ticket to support in several months. Thanks, Shawn Pierson Remedy Developer | Energy Transfer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Monday, December 10, 2012 9:22 AM To: arslist@ARSLIST.ORG Subject: Re: The New BMC Chat (what version of ARS and ITSM will it work on) But if support has no idea about it, what do you do when you run into issues with it? Sent from my iPhone On Dec 10, 2012, at 10:14 AM, Pierson, Shawn shawn.pier...@sug.com wrote: 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:arslist@ARSLIST.ORG] On Behalf Of Remedy Sent: Saturday, December 08, 2012 5:06 PM To: arslist@ARSLIST.ORG 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 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
Re: The New BMC Chat (what version of ARS and ITSM will it work on)
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:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Monday, December 10, 2012 7:14 AM To: arslist@ARSLIST.ORG 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:arslist@ARSLIST.ORG] On Behalf Of Remedy Sent: Saturday, December 08, 2012 5:06 PM To: arslist@ARSLIST.ORG 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
Re: The New BMC Chat (what version of ARS and ITSM will it work on)
Dave Thanks for the info, however, what does the customer support notice (11/26/12) talk about? It states BMC Chat 8.0, product ITSM 8.0, 7.6.04 Howard Sent from my iPhone 5 On Dec 10, 2012, at 10:56 AM, Easter, David david_eas...@bmc.com wrote: 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:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Monday, December 10, 2012 7:14 AM To: arslist@ARSLIST.ORG 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:arslist@ARSLIST.ORG] On Behalf Of Remedy Sent: Saturday, December 08, 2012 5:06 PM To: arslist@ARSLIST.ORG 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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: The New BMC Chat (what version of ARS and ITSM will it work on)
As I mentioned, below, the link that Prof. Strauss forwarded is regarding the upper case BMC Chat. The BMC Chat application is included in the BMC Remedy IT Service Management Suite (which is a marketing bundle that contains a bunch of products). -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:arslist@ARSLIST.ORG] On Behalf Of Howard Richter Sent: Monday, December 10, 2012 8:22 AM To: arslist@ARSLIST.ORG Subject: Re: The New BMC Chat (what version of ARS and ITSM will it work on) Dave Thanks for the info, however, what does the customer support notice (11/26/12) talk about? It states BMC Chat 8.0, product ITSM 8.0, 7.6.04 Howard Sent from my iPhone 5 On Dec 10, 2012, at 10:56 AM, Easter, David david_eas...@bmc.com wrote: 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:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Monday, December 10, 2012 7:14 AM To: arslist@ARSLIST.ORG 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:arslist@ARSLIST.ORG] On Behalf Of Remedy Sent: Saturday, December 08, 2012 5:06 PM To: arslist@ARSLIST.ORG 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:
Re: The New BMC Chat (what version of ARS and ITSM will it work on)
Christopher, Thanks. Not even BMC support know that. Now I wonder what version of ARS does it need. Thanks again and take care, Howard From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of strauss Sent: Saturday, December 08, 2012 10:29 PM To: arslist@ARSLIST.ORG Subject: Re: The New BMC Chat (what version of ARS and ITSM will it work on) ** You might want to check the online docs - a BMC Software Customer Support Notice went out on 26 Nov highlighting this: Type(2) Description Date Link Online Technical Documentation Online Technical Documentation Online documentation for the BMC Chat 8.0. November 15, 2012 HTML https://docs.bmc.com/docs/display/chat80 (3) Product Version(s) BMC Remedy IT Service Management Suite 8.0.00, 7.6.04 I downloaded the pdf docs that day, but have yet to dig into them. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller Sent: Saturday, December 08, 2012 6:44 PM To: arslist@ARSLIST.ORG Subject: Re: The New BMC Chat (what version of ARS and ITSM will it work on) ** 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 rem...@richter-home.net 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 _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: 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 image001.jpg
Re: The New BMC Chat (what version of ARS and ITSM will it work on)
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 rem...@richter-home.net 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
Re: The New BMC Chat (what version of ARS and ITSM will it work on)
You might want to check the online docs - a BMC Software Customer Support Notice went out on 26 Nov highlighting this: Type(2) Description Date Link [cid:image001.jpg@01CDD58B.17020070] Online Technical Documentation Online documentation for the BMC Chat 8.0. November 15, 2012 HTMLhttps://docs.bmc.com/docs/display/chat80(3) Product Version(s) BMC Remedy IT Service Management Suite 8.0.00, 7.6.04 I downloaded the pdf docs that day, but have yet to dig into them. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller Sent: Saturday, December 08, 2012 6:44 PM To: arslist@ARSLIST.ORG Subject: Re: The New BMC Chat (what version of ARS and ITSM will it work on) ** 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 rem...@richter-home.netmailto:rem...@richter-home.net 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.orghttp://www.arslist.org Where the Answers Are, and have been for 20 years _ARSlist: 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 inline: image001.jpg
