Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Service Manager9.51

Administer > Service Request Catalog Customization Guide > Appendix A: Launcher Examples > Add Bomgar Live Chat

Example: Add a Bomgar live chat

Service Request Catalog supports integration only with a Bomgar™ chat solution. As such, you must independently purchase a Bomgar™ chat solution for your organization. For more information about the Bomgar API and API documentation, visit www.bomgar.com.

A live chat interface can enhance your catalog support strategy. If a user has a question about an item or a request, live chat support provides immediate assistance. You can embed a live chat link at the top of the Dashboard, Services, or Support landing pages. The link launches a chat window in a new tab or window, depending on the user's browser settings. To create a live chat link from the Dashboard, Services, or Support pages, follow these steps.

Tip: It is always a good idea to make a backup of any system files before you make changes to them. If an error occurs later, you can always return the file to its original state.

Open this file with a text editor.

C:\...\src-9.51\resources\client\en\Custom.properties

Locate the chat example in the file.
If necessary, change chat_launcher_title, and the chat_launcher_description display text. Note that:
- The identifier can be user-defined; however, when you edit the manifest.xml file, the identifiers have to match.
- The value for each identifier is exactly what will display in the user interface.
Save and the file but keep it open for reference as you configure the next file.

Open this file with a text editor.

C:\...\src-9.51\secure\configuration\manifest.xml

Use the following lines as a reference for the remaining steps.

<launcher launcherId="Chat_Launcher" showLogoBox="true" showLogoDropShadow="true>
    <logo>chat_image.png</logo>
    <titleKey>chat_launcher_title</titleKey>
    <descriptionKey>chat_launcher_description</descriptionKey>
    <launcherType>APP</launcherType>
    <action>
       <labelKey></labelKey>
       <link><![CDATA[http://bomgar_server_name/api/start_session.ns]]></link>
       <method>GET</method>
    </action>
</launcher>

Locate the <launchers></launchers> section, which may contain one or more <launcher></launcher> sub-sections that describe the attributes of third party applications that you want to display on the Dashboard.
Copy the Live Chat Launcher template section and insert it as a new <launcher></launcher> section.
Omit the <fields></fields> section. It is not relevant for a live chat link.
The <labelKey> section is not essential. You do not need to insert a value into this tag. The user will click the chat icon to launch the chat window.
Verify the <link> element. This link must pass the correct parameter values to connect to the chat server. For more information about the correct parameters in the link, consult the Bomgar documentation.
If the application is running, log out and log in again to confirm that the third party application link appears in the dashboard.

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