Yes. Page 65 of the 7.6.04 admin guide Debugging the Chat Notification Server The Chat Notification Serverincludes the Java logging package of log4j. Several log points have been created to assist in debugging problems that may occur with this servlet.
On Wed, Apr 17, 2013 at 9:56 AM, Hugo Ruesga <lord_dyna...@outlook.com>wrote: > ** > 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 > > 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.* > > > > > > ------------------------------ > 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 > > *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.* > > > > > > ------------------------------ > 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 > [image: Description: > cid:image002.png@01CD7A44.D252F7F0]<http://communities.bmc.com/>[image: > Description: > cid:image003.png@01CD7A44.D252F7F0]<http://twitter.com/bmcsoftware>[image: > Description: > cid:image004.png@01CD7A44.D252F7F0]<http://www.facebook.com/pages/BMC-Software/94099042471?ref=ts>[image: > Description: > cid:image005.png@01CD7A44.D252F7F0]<http://www.youtube.com/user/BMCSoftwareBMCtv>[image: > Description: > cid:image006.png@01CD7A44.D252F7F0]<http://www.linkedin.com/companies/bmc-software?trk=co_search_results&goback=.cps_1277417138652_1> > > > > [image: Description: Description: Description: Description: > http://media.cms.bmc.com/images/cut-photo-ESM-Signature.png]<http://www.bmc.com/support> > > [image: Description: cid:image008.png@01CDC896.679CA0A0] > > > > *BMC Customer Support* > > *Online CHAT*–Now Available > > > > > > > > Contact us for more information > > > > [image: Description: cid:image009.png@01CDC896.679CA0A0] > > [image: Description: cid:image010.png@01CDC896.679CA0A0] > > [image: Description: cid:image011.png@01CDC896.679CA0A0]<http://www.bmc.com/> > > > > > *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.* > > _ARSlist: "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_ > _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"
