CA Service Management

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

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.

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

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

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

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

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

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

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.

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 <