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Support Automation Live Chat not working

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  • 1.  Support Automation Live Chat not working

    Posted 10-23-2017 04:59 AM

    Hello Team

     

    While putting Joining code to joing the live chat with analyst. It always saying code ivalid. We checked many times but issue still persist.

     

    Please advise

     



  • 2.  Re: Support Automation Live Chat not working

    Posted 10-23-2017 08:10 AM

    Hi Aamir,

    For this one I think the best thing to do here is open a support case for this so that an engineer can troubleshoot it with you to see if there is some type of bug happening here.  I did some quick research on this one but I cant find much - especially not for R17.0.

    Once you open the support case, please let us know the number so we can track it and make sure the solution is put into this post once its resolved.

    Thanks!

    Jon I.



  • 3.  Re: Support Automation Live Chat not working
    Best Answer

    Broadcom Employee
    Posted 10-23-2017 12:12 PM

    Aamir,

     

    Try to include the ticket type in the session id (from the analyst side, they should see the ticket type in the id name).

     

    For example, if this session is from an incident the session id should be:

     

    in:400352



  • 4.  Re: Support Automation Live Chat not working

    Posted 10-23-2017 01:00 PM

    @La-Qa - Did Alex_Perretti's post help you out here?



  • 5.  Re: Support Automation Live Chat not working

    Posted 10-23-2017 02:57 PM

    Hello Alexendar

     

    Many thanks. Now it worked for me. I can now do live chat from employee interface. 

    But one thing I noticed when the Analyst join the live session (when employee requested) it throwing following error

     

    what could be the reason

     

     

     



  • 6.  Re: Support Automation Live Chat not working

    Broadcom Employee
    Posted 10-23-2017 03:00 PM

    Can you provide any details on the process the analysts are using to connect?



  • 7.  Re: Support Automation Live Chat not working

    Posted 10-23-2017 03:11 PM

    Yes

     

    When the end user clicks on LIVE CHAT option and select request area  n then click continue button. THen From Analyst window.. under support automation tab there is Request on hold showing.WHen  analyst click on LIve assistant then java file download which start the session then the error come up which I pasted in previous comment

     

     

     



  • 8.  Re: Support Automation Live Chat not working

    Posted 10-23-2017 03:41 PM

    Hello Alexendar

     

    Apologize but there is some misunderstanding from my side during testing. Let me clear u with my issue which is still persist

    there is 2 option on employee role

    1.Join Analyst Now

    2.Live Chat

     

    1. join Analyst ask for session code which I put with' in' i.e in:343434 but still the error is same as I told in first msg

     

    2. when click on live chat from employe interface. the request created with success but when the analyst join the sessiothen it throws the error as shown previous.

     

    please guide



  • 9.  Re: Support Automation Live Chat not working

    Broadcom Employee
    Posted 10-23-2017 03:48 PM

    It seems like something is not configured quite right. I'd need to see the bopcfg\www\CATALINA_BASE_SA\webapps\SupportAutomation\WEB-INF\classes\config\server.properties and the Support Automation options manager settings. You may want to open a Support case for an indepth review.



  • 10.  Re: Support Automation Live Chat not working

    Posted 10-23-2017 04:31 PM
      |   view attached

    Dear Alexander

     

    I appreciate your effort .Actually we are first testing this in our Test

    environment before hitting to production. so ihave attached

    server.properties file for your perusal . Please look into it and tell me

    if there is anything to update.

     

    Many THanks

     

    On Mon, Oct 23, 2017 at 10:49 PM, Alex_Perretti <

    Attachment(s)

    zip
    server.properties.zip   973 B 1 version