Team, I am facing issue with Virtual Agent , through the self-service portal the integration to creating incident tickets is not happening. I logged to Self service portal and clicked on chat with live agent ooption, I can able to chat with support agent but the correcsponding incident is not creating.,
Anyone please help me on this ? Please the below logs. 09 Sep 2014 02:23:17 - Connects to 10.0.205.225:7027 through com.bmc.arsys.api.ProxyJRpc@72f0f813 02:23:19,099 INFO [localhost-startStop-1] (ServletListener.java:42) ESChat - Creating Servlet Listener Class 02:23:19,115 INFO [localhost-startStop-1] (ServletListener.java:61) ESChat - Context Initialization 02:23:19,115 INFO [localhost-startStop-1] (ServletListener.java:79) ESChat - Server Info: BMCMTRDEV01(10.0.206.230) 02:23:19,115 INFO [localhost-startStop-1] (ServletListener.java:89) ESChat - Reading ESChat Configuration Data. 02:23:19,115 INFO [localhost-startStop-1] (ServletListener.java:90) ESChat - Real Path: E:\Program Files\Apache Software Foundation\Tomcat 7.0\webapps\eschat\eschat 02:23:19,130 INFO [localhost-startStop-1] (Diagnostics.java:227) ESChat - **************************************************************** 02:23:19,130 INFO [localhost-startStop-1] (Diagnostics.java:227) ESChat - Diagnostics Start Tue Sep 09 02:23:19 EDT 2014 02:23:19,130 INFO [localhost-startStop-1] (Diagnostics.java:227) ESChat - **************************************************************** 02:23:19,130 INFO [localhost-startStop-1] (Diagnostics.java:227) ESChat - Server: BMCMTRDEV01(10.0.206.230) 02:23:19,161 INFO [localhost-startStop-1] (Configuration.java:1683) ESChat - No external config file found. Defaulting to OOB config location: /eschat/WEB-INF/classes/eschat_config.properties 02:23:19,161 INFO [localhost-startStop-1] (Configuration.java:910) ESChat - Processing Proxy Logins 02:23:19,161 INFO [localhost-startStop-1] (ARServer.java:55) ESChat - Loading Server Connection: BMCARSDEV01 02:23:19,629 INFO [localhost-startStop-1] (ConfigurationFactory.java:522) ESChat - Trying to load configuration arsys_api.xml 02:23:19,629 WARN [localhost-startStop-1] (ConfigurationFactory.java:530) ESChat - Could not load optional configuration arsys_api.xml 02:23:19,770 INFO [localhost-startStop-1] (ConfigurationFactory.java:522) ESChat - Trying to load configuration default.xml 02:23:19,910 INFO [localhost-startStop-1] (?:?) ESChat - jrpcMode: true 02:23:19,910 INFO [localhost-startStop-1] (?:?) ESChat - jniLoadMode: 1 02:23:19,910 INFO [localhost-startStop-1] (?:?) ESChat - apiRecordingMode: 0 02:23:19,910 INFO [localhost-startStop-1] (?:?) ESChat - useConnectionPooling: true 02:23:19,910 INFO [localhost-startStop-1] (?:?) ESChat - maxProxiesPerServer: 80 02:23:19,910 INFO [localhost-startStop-1] (?:?) ESChat - idleConnectionsPerServer: 5 02:23:19,910 INFO [localhost-startStop-1] (?:?) ESChat - connectionTimeout: 0 02:23:19,910 INFO [localhost-startStop-1] (?:?) ESChat - connectionLifespan: 0 02:23:19,910 INFO [localhost-startStop-1] (?:?) ESChat - timeUnit: MINUTES 02:23:19,910 INFO [localhost-startStop-1] (?:?) ESChat - minimumSupportedServerRpcVersion: 12 02:23:19,910 INFO [localhost-startStop-1] (?:?) ESChat - connectionMaxRetries: 1 02:23:19,910 INFO [localhost-startStop-1] (?:?) ESChat - timeLagBetweenRetriesMillSec: 100 02:23:19,910 INFO [localhost-startStop-1] (?:?) ESChat - stringizeFieldAssignments: false 02:23:19,926 INFO [localhost-startStop-1] (?:?) ESChat - stringizeSetIfQualification: false 02:23:19,926 INFO [localhost-startStop-1] (?:?) ESChat - useLegacyQualParser: false 02:23:19,926 INFO [localhost-startStop-1] (?:?) ESChat - useLegacyAssignParser: false 02:23:19,926 INFO [localhost-startStop-1] (?:?) ESChat - useLegacyQualFormatter: false 02:23:19,926 INFO [localhost-startStop-1] (?:?) ESChat - useLegacyAssignFormatter: false 02:23:19,926 INFO [localhost-startStop-1] (?:?) ESChat - APITIMEOUT from system property : null 02:23:19,926 INFO [localhost-startStop-1] (?:?) ESChat - APITIMEOUT from Environment : null 02:23:19,926 INFO [localhost-startStop-1] (?:?) ESChat - AROVERLAYGROUPS from system property : null 02:23:19,926 INFO [localhost-startStop-1] (?:?) ESChat - AROVERLAYGROUPS from Environment : null 02:23:19,926 INFO [localhost-startStop-1] (Diagnostics.java:227) ESChat - Checking Server Connection to BMCARSDEV01 02:23:19,926 INFO [localhost-startStop-1] (Diagnostics.java:227) ESChat - User Account: Demo 02:23:21,127 INFO [localhost-startStop-1] (?:?) ESChat - fipsProviderJsafeJCE installed = false 02:23:22,001 INFO [localhost-startStop-1] (?:?) ESChat - set timer period 60000 milliSec (00:01:00) 02:23:22,110 INFO [localhost-startStop-1] (?:?) ESChat - Connects to BMCARSDEV01 through com.bmc.arsys.api.ProxyJRpc@8878721 02:23:22,157 INFO [localhost-startStop-1] (Diagnostics.java:227) ESChat - Login Successful 02:23:22,157 INFO [localhost-startStop-1] (Diagnostics.java:227) ESChat - AR Administrator: Yes 02:23:22,188 INFO [localhost-startStop-1] (Diagnostics.java:227) ESChat - User Virtual Agent Roles: [[Role Id=-9009,Role Name=ESChat Major Incident Submitter,Role Type=2], [Role Id=-9006,Role Name=ESChat Major Incident Stakeholder,Role Type=2]] 02:23:22,204 INFO [localhost-startStop-1] (ARData.java:295) ESChat - AR Data Initializing 02:23:22,204 INFO [localhost-startStop-1] (ARData.java:298) ESChat - Default AR Server: BMCARSDEV01User: Demo 02:23:22,204 INFO [localhost-startStop-1] (ARData.java:300) ESChat - Loading Self Service Greeting 02:23:22,453 INFO [localhost-startStop-1] (ARData.java:309) ESChat - Loading General Server Settings 02:23:22,562 INFO [localhost-startStop-1] (ARData.java:312) ESChat - Loading Notification Server Settings 02:23:22,687 INFO [localhost-startStop-1] (ARData.java:400) ESChat - Loading Translation Settings 02:23:22,796 INFO [localhost-startStop-1] (ARData.java:432) ESChat - Updating Service Alerts 02:23:22,984 INFO [localhost-startStop-1] (ARData.java:450) ESChat - AR Data Initialization Complete 02:23:23,155 INFO [localhost-startStop-1] (Configuration.java:1123) ESChat - ESChat - Chat Session Debug Directory Path: 02:23:23,171 INFO [localhost-startStop-1] (Configuration.java:1185) ESChat - Processing Form Templates 02:23:23,171 INFO [localhost-startStop-1] (Configuration.java:1201) ESChat - Setting File Transfer 02:23:23,171 INFO [localhost-startStop-1] (Configuration.java:1202) ESChat - File Transfer Types: doc,txt,zip,xls,xlsx,docx,pdf,gif,png,tif,bmp,jpg 02:23:23,171 INFO [localhost-startStop-1] (Configuration.java:1209) ESChat - Transfer Basepath: 02:23:23,171 INFO [localhost-startStop-1] (Configuration.java:1210) ESChat - Transfer Baseurl: 02:23:23,171 INFO [localhost-startStop-1] (Configuration.java:1239) ESChat - Processing Allowed Forms 02:23:23,171 INFO [localhost-startStop-1] (Configuration.java:1254) ESChat - Processing Connectors 02:23:23,171 INFO [localhost-startStop-1] (Configuration.java:1263) ESChat - Encoding Passwords 02:23:23,171 INFO [localhost-startStop-1] (Configuration.java:1270) ESChat - Configuration Successfully Completed 02:23:23,171 INFO [localhost-startStop-1] (ARData.java:543) ESChat - Loading Integration Points 02:23:23,389 INFO [localhost-startStop-1] (IntegrationPoints.java:81) ESChat - Loading Integration Points (2) 02:23:23,389 INFO [localhost-startStop-1] (IntegrationPoint.java:36) ESChat - Loading Integration Poiint: Self Service Create Request (Self Service Create Request/Global) 02:23:23,389 INFO [localhost-startStop-1] (IntegrationPoint.java:36) ESChat - Loading Integration Poiint: Self Service Relate Context (Self Service Relate Context/Global) 02:23:23,389 INFO [localhost-startStop-1] (Diagnostics.java:304) ESChat - Starting ESChat Server Socket Thread 02:23:24,107 INFO [localhost-startStop-1] (ConfigurationFactory.java:522) ESChat - Trying to load configuration arsys_api.xml 02:23:24,107 WARN [localhost-startStop-1] (ConfigurationFactory.java:530) ESChat - Could not load optional configuration arsys_api.xml 02:23:24,107 INFO [localhost-startStop-1] (ConfigurationFactory.java:522) ESChat - Trying to load configuration default.xml 02:23:39,973 INFO [localhost-startStop-1] (Diagnostics.java:227) ESChat - Diagnostics MCR Entry Created. SID:DIAGNOSTICS_KJVS9CM3RW EntryID:000000000000101 02:23:40,145 INFO [localhost-startStop-1] (Diagnostics.java:227) ESChat - ---------- Support Bot Connection Status ---------- 02:23:40,145 INFO [localhost-startStop-1] (Diagnostics.java:227) ESChat - ARPluginInfo@45f8e3ed 1301014-1420 Started: Tue Sep 09 02:23:24 EDT 2014 Tue Sep 09 02:23:24 EDT 2014 <reply_id>0</reply_id>No Connection Detected - Starting Connection VAQ Definition for eschat_connection found Connecting to: 10.0.206.230:6226 Establishing Connection (10.0.206.230:6226) Connection Established - Initializing Checking Test Ping [PING REPLY] BMCMTRDEV01(10.0.206.230) Tue Sep 09 02:23:34 EDT 2014 Connection Detected 10.0.206.230:6226 Sending Request No Response was returned in allocated time (5000 wt/15624 tt) Response being serviced via backend 02:23:40,145 INFO [localhost-startStop-1] (Diagnostics.java:227) ESChat - --------------------------------------------------- 02:23:40,191 INFO [localhost-startStop-1] (ServletListener.java:125) ESChat - Getting AR Settings 02:23:40,191 INFO [localhost-startStop-1] (ServletListener.java:136) ESChat - Checking Cache Cleanup Thread 02:23:40,191 INFO [localhost-startStop-1] (ServletListener.java:139) ESChat - Starting Cleanup Thread 02:23:40,191 INFO [localhost-startStop-1] (ServletListener.java:149) ESChat - Initialize Servlet Listner 02:23:40,191 INFO [localhost-startStop-1] (Diagnostics.java:286) ESChat - CNS checking is direct from browser. 02:23:40,191 INFO [localhost-startStop-1] (Diagnostics.java:287) ESChat - CNS URL: http://10.0.206.230:8080/cns 02:23:40,191 INFO [localhost-startStop-1] (Diagnostics.java:288) ESChat - CNS Port: 6225 02:23:40,191 INFO [localhost-startStop-1] (Diagnostics.java:289) ESChat - Opening socket connection to cns server 02:23:40,191 ERROR [localhost-startStop-1] (CNSSocket.java:107) ESChat - Sending Ping: CNSCHECK_0 02:23:40,191 ERROR [localhost-startStop-1] (CNSSocket.java:143) ESChat - Read: CNSCHECK_0 02:23:40,223 INFO [Thread-16] (ARData.java:597) ESChat - Loading Updated Chat Hours Messages 02:23:43,140 INFO [ESChatServerSocketConnection] (Diagnostics.java:227) ESChat - Socket Message Received (19220 milliseconds): <translateitem>[returnparams:diag:1410243803920]</translateitem><span class='varesponse_metadata' style='display:none'>ARPluginInfo@45f8e3ed<br> 1301014-1420 Started: Tue Sep 09 02:23:24 EDT 2014<br> Tue Sep 09 02:23:24 EDT 2014<br> <reply_id>0</reply_id></span> 09 Sep 2014 02:25:26 - Trying to load configuration arsys_api.xml 09 Sep 2014 02:25:26 - Could not load optional configuration arsys_api.xml 09 Sep 2014 02:25:26 - Trying to load configuration default.xml 02:42:40,463 ERROR [http-bio-8080-exec-5] (ARForm.java:932) ESChat - Server Not Found - ARRequst getData - server:10.0.205.225 02:42:53,818 ERROR [http-bio-8080-exec-5] (IntegrationPoint.java:223) ESChat - Integration Point Execute Failure: ARServer 10.0.205.225 not configured for access. 02:42:53,818 ERROR [http-bio-8080-exec-5] (IntegrationPoint.java:223) ESChat - Integration Point Execute Failure: ARServer 10.0.205.225 not configured for access. 02:42:54,878 INFO [Thread-16] (?:?) ESChat - Connects to BMCARSDEV01 through com.bmc.arsys.api.ProxyJRpc@504d935c Regards, Loki ______________________________________________________________________ Disclaimer:This email and any attachments are sent in strictest confidence for the sole use of the addressee and may contain legally privileged, confidential, and proprietary data. If you are not the intended recipient, please advise the sender by replying promptly to this email and then delete and destroy this email and any attachments without any further use, copying or forwarding _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
