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 Manager9.52

Install > Install Service Manager Collaboration > Deploy Service Manager Collaboration with HTTP

Deploy Service Manager Collaboration with HTTP

The Collaboration deployment with HTTP involves the following tasks. Note that these tasks are described using examples, which you may need to adjust according to your actual environment.

Task 1: Enable LW-SSO on the Service Manager server

For Service Manager Collaboration to function, you need to configure Lightweight Single Sign-On (LW-SSO) on the Service Manager server, Service Manager web tier and Openfire service so that Service Manager users can use Service Manager Collaboration without logging on to the Service Manager server separately.

In this task, you will set up LW-SSO for the Service Manager Server. Follow these steps:

Log on to Service Manager as a system administrator.
Go to Windows Services, and stop the HPE Service Manager 9.52 Server service.
Navigate to the C:\Program Files (x86)\HPE\Service Manager 9.50\Server\RUN directory.
Make a copy of the lwssofmconf.xml file, and save the copy as lwssofmconf_OOB.xml.
Open the lwssofmconf.xml file with a text editor.

Locate the enableLWSSOFramework parameter, and ensure that it is set to true.

<enableLWSSO
enableLWSSOFramework="true"
enableCookieCreation="true"
cookieCreationType="LWSSO"/>

Change the domain value to sm-demo.
```
<domain>sm-demo</domain>
	<crypto cipherType="symmetricBlockCipher"
	engineName="AES" paddingModeName="CBC" keySize="256"
	encodingMode="Base64Url"
	initString="This is a shared secret passphrase"/>
```
Note To use LW-SSO, your Service Manager web tier and server must be deployed in the same domain; therefore you should use the same domain name for the web tier and server. If you fail to do so, users who log in from another application to the web tier can log in but may be forcibly logged out after a while.
Change the initString value to LWSSO_INIT_STRING.
```
<domain>sm-demo</domain>
	<crypto cipherType="symmetricBlockCipher"
	engineName="AES" paddingModeName="CBC" keySize="256"
	encodingMode="Base64Url"
	initString="LWSSO_INIT_STRING"/>
```
Note This value can be set to any string that is at least 12 characters long, as long as you use the same initString value for all the products that you want to integrate through LW-SSO.
Save and close the lwssofmconf.xml file.
Start the HPE Service Manager 9.52 Server Windows service.

Task 2: Enable LW-SSO on the Service Manager web tier

In this task, you will enable LW-SSO in the Service Manager web tier so that Service Manager users can use Collaboration without logging on to the Service Manager server separately.

Note If SAML Single Sign-On (SSO) is enabled for Service Manager, you should configure LW-SSO for Service Manager Collaboration as follows:

Enable LW-SSO in the Service Manager Server
Disable LW-SSO in the Service Manager web tier
Enable LW-SSO in the Openfire chat server
Enable LW-SSO in the HPE Identity Manager (IdM) service

Note As an example, this task uses Tomcat 8.0 as the web application server and Tomcat 8.0_SMWeb as the name of the Tomcat installation root directory.

Follow these steps:

Stop the Tomcat web application server.
Navigate to the C:\Program Files\Apache Software Foundation\Tomcat 8.0_SMWeb\webapps\webtier-9.52\WEB-INF directory.
Make a copy of the web tier configuration file (web.xml) and save it as web_OOB.xml.
Open the web.xml file with a text editor.

Set the serverHost parameter to the Service Manager server’s FQDN. In the all-in-one example steps described in this document, set this parameter to training.sm-demo.com.

<init-param>
<!-- Specify the HPE Service Manager server host and port location -->
	<param-name>serverHost</param-name>
	<param-value>training.sm-demo.com</param-value>
</init-param>

Set the secureLogin parameter to false.

<context-param>
	<param-name>secureLogin</param-name>
	<param-value>false</param-value>
</context-param>

Set the isCustomAuthenticationUsed parameter to false.

<context-param>
	<param-name>isCustomAuthenticationUsed</param-name>
	<param-value>false</param-value>
</context-param>

Search for "LWSSO filter".

<!-- LWSSO filter for integrations using HP lightweight single sign-on
PLEASE NOTE: Uncomment this filter and the associated filter-mapping,
and see application-context.xml for additional configuration needed
for LWSSO. -->
<!--
	<filter>
	<filter-name>LWSSO</filter-name>
	<filter-class>com.hp.sw.bto.ast.security.lwsso.LWSSOFilter</filter-class>
	</filter>
-->

Uncomment the LWSSO filter section by removing the comment tags.

<filter>
	<filter-name>LWSSO</filter-name>
	<filter-class>com.hp.sw.bto.ast.security.lwsso.LWSSOFilter</filter-class>
</filter>

Search for "LWSSO filter-mapping".

<!-- LWSSO filter-mapping, please read description for LWSSO filter above
before uncommenting this. -->
<!--
	<filter-mapping>
	<filter-name>LWSSO</filter-name>
	<url-pattern>/*</url-pattern>
	</filter-mapping>
-->

Uncomment the LWSSO filter mapping section by removing the comment tags.

<filter-mapping>
	<filter-name>LWSSO</filter-name>
	<url-pattern>/*</url-pattern>
	</filter-mapping>

Save and close the web.xml file.
Navigate to the C:\Program Files\Apache Software Foundation\Tomcat 8.0_SMWeb\webapps\webtier-9.52\WEB-INF\classes directory.
Make a copy of the lwssofmconf.xml file, and save it as lwssofmconf_OOB.xml.
Open the lwssofmconf.xml file with a text editor.

Set the enableLWSSOFramework parameter to true.

<enableLWSSO
	enableLWSSOFramework="true"
	enableCookieCreation="true"
	cookieCreationType="LWSSO"/>

Set the domain parameter to sm-demo.com.

<lwssoValidation id="ID000001">
	<domain>sm-demo.com</domain>
	<crypto cipherType="symmetricBlockCipher"
	engineName="AES" paddingModeName="CBC" keySize="256"
	encodingMode="Base64Url"
	initString="This is a shared secret passphrase"/>

Set the initString parameter to LWSSO_INIT_STRING.

<lwssoValidation id="ID000001">
	<domain>sm-demo.com</domain>
	<crypto cipherType="symmetricBlockCipher"
	engineName="AES" paddingModeName="CBC" keySize="256"
	encodingMode="Base64Url"
	initString="LWSSO_INIT_STRING"/>

Set secureHTTPCookie to false.

<creation>
	<lwssoCreationRef useHTTPOnly="true" secureHTTPCookie="false">
	<lwssoValidationRef refid="ID000001"/>
	<expirationPeriod>50</expirationPeriod>
	</lwssoCreationRef>
	</creation>

In the multiDomain section, set the first DNS Domain to sm-demo.com and the first FQDN to training.sm-demo.com.

<multiDomain>
	<trustedHosts>
	<DNSDomain>sm-demo.com</DNSDomain>
	<DNSDomain>example1.com</DNSDomain>
	<NetBiosName>myserver</NetBiosName>
	<NetBiosName>myserver1</NetBiosName>
	<IP>xxx.xxx.xxx.xxx</IP>
	<IP>xxx.xxx.xxx.xxx</IP>
	<FQDN>training.sm-demo.com</FQDN>
	<FQDN>myserver1.example1.com</FQDN>
	</trustedHosts>
</multiDomain>

Save and close the lwssofmconf.xml file.
Navigate to the C:\Program Files\Apache Software Foundation\Tomcat 8.0_SMWeb\webapps\webtier-9.52\WEB-INF\classes directory, make a copy of the application-context.xml file and save it as application-context_OOB.xml.
Open the application-context.xml file with a text editor.

Locate the following line:

<sec:filter-chain pattern="/**" filters="securityContextPersistenceFilter,anonymousAuthFilter"/>

Add lwSsoFilter to this line as follows:

<sec:filter-chain pattern="/**" filters="securityContextPersistenceFilter,lwSsoFilter,anonymousAuthFilter"/>

Caution Use the correct case for lwSsoFilter.

Search for bean id="lwSsoFilter" to locate the lwSsoFilter bean.

<!--
	<bean id="lwSsoFilter" class="com.hp.ov.sm.client.webtier.lwsso.LwSsoPreAuthenticationFilter">
	<property name="authenticationManager">
	<ref bean="authenticationManager"/>
	</property>
	<property name="defaultRole">
	<value>ROLE_PRE</value>
	</property>
	</bean>
-->

Uncomment the lwSsoFilter bean by removing the comment tags shown in the previous step.
Save and close the application-context.xml file.
Go to Windows Services, and start the Apache Tomcat 8.0 SMWeb service.

Task 4: Install Java for the chat server

In this task, you will install Java (64-bit recommended) and then set the JAVA_HOME variable for the chat server. If you are using your own server and already have Java installed, set JAVA_HOME to the location of your JDK and follow step 6 only.

Follow these steps:

This task uses the latest Java 8. Download the latest version of Java from the Java website.
The system displays the welcome screen. Click Next.
Accept the default installation folder (C:\Program Files\Java\jdk1.8.0_xx), and then click Next to start the Java installation process.
On the JRE Destination Folder screen, accept the default installation folder (C:\Program Files\Java\jdk1.8.0_xx) and click Next.
When the Java installation is complete, click Close.

Add a new environment variable for the server.

Field	Value
Variable name	JAVA_HOME
Variable value	C:\Program Files\Java\jdk.1.8.0_xx\

Add another new environment variable as shown below.

Field	Value
Variable name	CLASSPATH
Variable value	C:\Program Files\Java\jdk.1.8.0_xx\lib\

Edit the Path environment variable to append ;%JAVA_HOME%\bin\ to the end of the variable value.
Click OK repeatedly to exit.

Task 5: Deploy the chat server

Note

If you are upgrading the chat server from an earlier version to 9.52, skip this task and refer to Upgrade Service Manager Collaboration.

HPE provides a preconfigured version of Openfire as the Service Manager Collaboration chat server, which is easy to set up and administer and offers rock-solid security and performance. In this task, you will install the Openfire chat server and go through configuration steps for it.

Note

The Openfire chat server can be deployed on the Windows system only, but it works well with the Service Manager servers running on all supported platforms such as Linux.
Openfire shares the Service Manager database. You may want to back up the Service Manager database before beginning this task.

Follow these steps:

Save the chat server installer sm9.52.xxxx_ChatServer.zip from Service Manager installation package to your computer.
Navigate to the C:\Program Files (x86)\HPE\Service Manager 9.50 folder and create a new directory called ChatServer.
Extract the sm9.52.xxxx_ChatServer.zip file to the C:\Program Files (x86)\HPE\Service Manager 9.50\ChatServer folder.
Open a DOS command prompt. Navigate to the C:\Program Files (x86)\HPE\Service Manager 9.50\ChatServer\bin folder, and then run openfire.bat.

You can also install the Openfire Chat Server service to start the chat server. Follow the steps:
1. To install Openfire Chat Server as a Windows service, open a DOS command prompt and change the directory to C:\Program Files (x86)\HPE\Service Manager 9.50\ChatServer\bin.
```
cd C:\Program Files (x86)\HPE\Service Manager 9.50\ChatServer\bin
```
2. Run the install-service.bat command to install the Service Manager chat service as a Windows service.
  
  You can run nssm edit HpeSmChatServer to edit the corresponding configurations after the Windows service is installed.
  
  Tip To remove this Windows service, run the nssm remove HpeSmChatServer command.
3. Go to Windows Services, and verify that the new HPE Service Manager 9.52.00xx Chat Server service has been installed. Then start the service.
Access http://localhost:9090/setup/index.jsp from the web browser. The Openfire Setup: Welcome to Setup screen is displayed.

Note You can also visit http://127.0.0.1:9090/setup/index.jsp or http://training.sm-demo.com:9090/setup/index.jsp to access the Openfire Administrator Console web page at any time.
Select English and click Continue.

The Openfire Administrator Console supports Czech (cs), German (de), English (en), Spanish (es), French (fr), Dutch (nl), Polish (pl_PL), Brazilian Portuguese (pt_BR), Russian (ru_RU), Slovak (sk), and Simplified Chinese (zh_CN).

You need to specify the database details so that Openfire can connect to your Service Manager database and create the DB tables. Update the fields as illustrated below on the Server Settings screen, and then click Continue.

Parameter	Value in this task	Description
Domain	training.sm-demo.com	Domain name of the Openfire server host. In the all-in-one example, set the domain to training.sm-demo.com. Note that this domain has no relationship with LW-SSO. You can type any value, including symbols such as underline(_) and hyphen(-). This value is used on the SM collaboration setting page later.
Admin Console Port	9090	The port used for unsecured Admin Console access. The default value is 9090. Leave this port to its default value if you do not need to open an HTTP port.
Secure Admin Console Port	9091	The HTTPS port used for secured Openfire Admin Console access. The default value is 9091.
Property Encryption via	AES	The encryption algorithm used by the Openfire server to prevent sensitive data from being exposed. The default option is AES.
Property Encryption Key	smdemotraining	Specify the AES encryption key. This field is mandatory. You can specify any value in the first field, and then type this value again in the second field.

Click Continue on the Database Settings screen.

Specify a JDBC driver and the connection properties to connect to your database. Update the fields as illustrated below on the Database Settings – Standard Connection screen, and then click Continue.

Parameter	Value in this task	Description
Database Driver Presets	Microsoft SQL Server	Select the database type of Service Manager. You can select either SQL server or Oracle.
JDBC Driver Class	Do not modify the default value	Value in this field is populated automatically after the database type is selected.
Database URL	jdbc:jtds:sqlserver://SMDEMOBETA/SMDEMO;appName=jive	Value in this field is populated automatically after the database type is selected. The default Oracle database URL is `jdbc:oracle:thin:@[host-name]:1521:[SID]`, where [host-name] and [SID] are the actual values of you server. The default Microsoft SQL server database URL is `jdbc:jtds:sqlserver://[host-name]/[database-name];appName=jive`, where [host-name] and [database-name] are the actual values of you server. If you have multiple database instances on a SQL server, refer to the Named and Multiple SQL Server Instances section on the Building the Connection URL web page for more information about the database URL configuration.
Username	<Your Service Manager database user name>	Specify the user name to log on to the Service Manager database.
Password	<Your Service Manager database password>	Specify the password to log on to the Service Manager database. HPE suggests that you use a strong password.
Minimum Connections	5	Specify the minimum number of database connections the connection pool should maintain. The default value is 5.
Maximum Connections	100	Specify the maximum number of database connections the connection pool should maintain. The default value is 100.
Connection Timeout	1.0	Specify the time (in days) before connections in the connection pool are recycled. The default value is 1.0.

Note

If you are working with an Oracle database, copy the JDBC driver (for example, ojdbc6.jar) to the <sm9.xx.00xx-ChatServer>\lib directory before starting the chat server.
Service Manager Collaboration uses the Service Manager database and inserts a number of Openfire tables into the database. Each table name is prefixed with "of". Therefore, you need to update the [host-name] with your database host name, and the [database-name] with your Service Manager database name in the Database URL field. It may take a while to connect to the database.

Click Continue on the Profile Settings screen.
Create the user name and password for your Openfire administrator on the Administrator Account screen. Later you will log on to Openfire as admin with this password. Click Continue to finish the Openfire installation
Your Openfire setup is complete now.
Click the Login to the admin console button to log on to your Openfire Administration Console.

Click Server > Server Manager > System Properties, and then manually add the following properties to the list:

Property name	Description	Property value
xmpp.client.processing.threads	The thread pool of the woker pool in Openfire to process incoming XMPP requests. The default value is 32, which can be increased to 254 for heavy loads.	32
lyncplugin.brokerService.memoryLimit	The total memory size of the message queues between Collaboration and the Skype server when you are integrating Collaboration with Skype. You can increase the value for heavy message queues.	1024
lyncplugin.brokerService.policy.memoryLimit	The memory size of each message queue between Collaboration and the Skype server when you are integrating Collaboration with Skype. You can increase the value when the message queue is considered as a bottleneck.	64

Click Group Chat > Group Chat Settings > conference > Other Settings.

In the Conversation Logging section, update the values as follows:

Property	Description	Value
Flush interval (seconds)	The two parameters control the frequency of inserting the chat log to the database. The recommended value is 3000 records per 30s.	30
Batch size		3000

Click Save Settings.
Close the web browser tab.
Go to Windows Services, and then stop the HPE Service Manager 9.52.00xx Chat Server service.

Task 6: Deploy the chat service

In this task, you will install the chat service for End User Chat.

Note To enable Collaboration with LDAP, comment the follow line in sm.ini and then restart the Service Manager server:

ldapauthenticateonly:1

Follow these steps:

Save the chat service installer sm9.52.xxxx_ChatMSVC.zip from Service Manager installation package to the same computer on which the chat server was deployed.
Log on to your Openfire Administration Console.
Click the User/Groups tab and create an Openfire user. For example:

User name: publishadmin

Password: admin123
To enable the virtual agent, click Server > Server Settings > REST API. Enable REST API and record the secret key auth.
Save your changes, and then restart the Openfire chat server.
Extract sm9.52.xxxx_ChatMSVC.zip to C:\Program Files (x86)\HPE\Service Manager 9.50\ChatService, and then open conf\app.properties with a text editor.

Update the related parameters:

Parameter	Description
daoFactory.serviceEndPoint	The Service Manager server’s URL.
daoFactory.username	The Backend user name for chat service to access Service Manager. Important The backend user must be an SM user with the "system administrator" privilege and the “RESTful API” capability.
daoFactory.password	The daoFactory user password.
pubSubServiceConfig.userName	The user name created in step 3.
pubSubServiceConfig.password	The user password created in step 3.
chatServerConfig.domain	The domain user filled during install chat server.
chatServerConfig.host	The chat server computer name or IP.
chatServerConfig.restApiSecretKey	The secret key you recorded in step 4.

Save your changes and close this file.
To install the chat service as a Windows service, open a DOS command prompt and change the directory to C:\Program Files (x86)\HPE\Service Manager 9.50\ChatService\bin.
Run the install-service.bat command to install the Service Manager chat service as a Windows service.
Note HPE recommends to use 64-bit Java because 32-bit Java may have potential performance limitations. However, if you are working with 32-bit Java, follow these steps so that the Service Manager chat service Windows service can start successfully:
1. Open C:\Program Files (x86)\HPE\Service Manager 9.50\ChatService\bin\startup.bat with a text editor.
2. Update the memory setting as follows:
  
  SET CHAT_SVC_JVM_OPTIONS=-XX:ThreadStackSize=256 -Xms512m -Xmx1024m
3. Save your changes and close this file.
4. Open C:\Program Files (x86)\HPE\Service Manager 9.50\ChatService\bin\ install-service.bat with a text editor.
5. Update the ThreadStackSize memory setting to ThreadStackSize=256 -Xms512m -Xmx1024m.
6. Save your changes and close this file.
You can run nssm edit HpeSmChatService to edit the corresponding configurations after the Windows service is installed.

Tip To remove this Windows service, run the nssm remove HpeSmChatService command.

Task 9: Define the display of the End User Chat UI for ESS portal

An end user needs to click the chat button to open the End User Chat window. In this task, you will configure the webtier.properties to define how the End User Chat window is displayed on the Service Manager Employee Self-Service (ESS) portal.

Follow these steps:

Navigate to the C:\Program Files\Apache Software Foundation\Tomcat 8.0_SMWeb\webapps\webtier-9.52\WEB-INF directory, and then open webtier.properties with a text editor.

Locate the SMC ESS Chat configuration section, and then update the parameters. See the following table for detailed description:

Parameter	Description
smc.ess.chat.url	Specify the absolute URL to the End User Chat UI application. This chat URL is the real URL which you can access through Apache. For example, `http://training.sm-demo.com/chatui`
smc.ess.chat.style.width	Specify the width of the iFrame which contains the End User Chat window. The unit is pixel.
smc.ess.chat.style.height	Specify the height of the iFrame which contains the End User Chat window. The unit is pixel.
smc.ess.chat.style.position	Specify the position of the End User Chat UI. The available values are `bl` (bottom-left) or `br` (bottom-right).

Save your changes and close this file.

Follow these steps to update the chat service URL in Service Manager Chat UI:

Navigate to the C:\Program Files\Apache Software Foundation\Tomcat 8.0_SMWeb\webapps\chatui\conf directory, and then open env.js with a text editor.
Update the chatServiceUrl value, which must be the real URL that you can access through Apache. For example, http://training.sm-demo.com/chatservice
Save your changes and close this file.

Task 10: Define the display of the End User Chat UI for Service Portal

Note Skip this task if your organization uses Service Manager ESS portal for end users.

An end user needs to click the chat button to open the End User Chat window. For Service Portal, you must access the chat UI's SSL URL through Apache. In this task, you will configure Apache and define the open SSL reverse proxy. Note that the open SSL is established between the Apache server and the web browser only. The chat server, the chat service, and the Service Manager server are still connecting to the Apache server through HTTP.

Note The Apache server and Service Portal must use SSL certificates issued by the same Certificate Authority (CA) and the SSL certificates or the CA must be trusted by the end user's web browser.

Follow these steps:

(For Apache 2.4) Navigate to the C:\Apache24\conf\extra directory.

(For Apache 2.2) Navigate to the C:\Apache22\conf\extra directory.
Open the httpd-ahssl.conf file with a text editor.

Locate the following section by searching for ServerName localhost:

<VirtualHost _default_:443>
SSLEngine on
ServerName localhost:443
SSLCertificateFile "${SRVROOT}/conf/ssl/server.crt"
SSLCertificateKeyFile "${SRVROOT}/conf/ssl/server.key"
DocumentRoot "${SRVROOT}/htdocs"
# DocumentRoot access handled globally in httpd.conf
CustomLog "${SRVROOT}/logs/ssl_request.log" \
"%t %h %{SSL_PROTOCOL}x %{SSL_CIPHER}x \"%r\" %b"
<Directory "${SRVROOT}/htdocs">
Options Indexes Includes FollowSymLinks
AllowOverride AuthConfig Limit FileInfo
Require all granted
</Directory>
</virtualhost>

Insert the lines in bold to this section as shown below (insert 5 lines below the SSLEngine on line and 6 lines between </Directory> and </virtualhost>).

<VirtualHost _default_:443>
SSLEngine on
SSLProxyEngine On
SSLProxyVerify none 
SSLProxyCheckPeerCN off
SSLProxyCheckPeerName off
SSLProxyCheckPeerExpire off
ServerName localhost:443
SSLCertificateFile "${SRVROOT}/conf/ssl/server.crt"
SSLCertificateKeyFile "${SRVROOT}/conf/ssl/server.key"
DocumentRoot "${SRVROOT}/htdocs"
# DocumentRoot access handled globally in httpd.conf
CustomLog "${SRVROOT}/logs/ssl_request.log" \
"%t %h %{SSL_PROTOCOL}x %{SSL_CIPHER}x \"%r\" %b"
<Directory "${SRVROOT}/htdocs">
Options Indexes Includes FollowSymLinks
AllowOverride AuthConfig Limit FileInfo
Require all granted
</Directory>
ProxyPass /of-http-bind http://training.sm-demo.com:7070/http-bind
ProxyPassReverse /of-http-bind http://training.sm-demo.com:7070/http-bind
ProxyPass /of-plugins http://training.sm-demo.com:9090/plugins
ProxyPassReverse /of-plugins http://training.sm-demo.com:9090/plugins
ProxyPass /chatservice http://training.sm-demo.com:8088
ProxyPassReverse /chatservice http://training.sm-demo.com:8088
</virtualhost>

Note /of-http-bind is the path of the Openfire HTTP binding (also known as BOSH) reverse configuration, whereas /of-plugins is the identifier of the Openfire plugin directory. These two parameters have been used in Task 6.

/chatservice is the path of chat service reverse configuration. This parameter has been used in Task 6.

Note You need to change training.sm-demo.com to your own host name.

Locate the following section by searching for ServerName serverone.tld.

<VirtualHost *:443>
SSLEngine on
ServerName serverone.tld:443
SSLCertificateFile "${SRVROOT}/conf/ssl/serverone.crt"
SSLCertificateKeyFile "${SRVROOT}/conf/ssl/serverone.key"
DocumentRoot "${SRVROOT}/htdocs"
CustomLog "${SRVROOT}/logs/ssl_request.log" \
"%t %h %{SSL_PROTOCOL}x %{SSL_CIPHER}x \"%r\" %b"
<Directory "${SRVROOT}/htdocs">
Options Indexes Includes FollowSymLinks
AllowOverride AuthConfig Limit FileInfo
Require all granted
</Directory>
</virtualhost>

Insert the lines in bold to this section as shown below (insert 5 lines below the SSLEngine on line and 6 lines between </Directory> and </virtualhost>).

<VirtualHost *:443>
SSLEngine on
SSLProxyEngine On
SSLProxyVerify none 
SSLProxyCheckPeerCN off
SSLProxyCheckPeerName off
SSLProxyCheckPeerExpire off
ServerName serverone.tld:443
SSLCertificateFile "${SRVROOT}/conf/ssl/serverone.crt"
SSLCertificateKeyFile "${SRVROOT}/conf/ssl/serverone.key"
DocumentRoot "${SRVROOT}/htdocs"
CustomLog "${SRVROOT}/logs/ssl_request.log" \
"%t %h %{SSL_PROTOCOL}x %{SSL_CIPHER}x \"%r\" %b"
<Directory "${SRVROOT}/htdocs">
Options Indexes Includes FollowSymLinks
AllowOverride AuthConfig Limit FileInfo
Require all granted
</Directory>
ProxyPass /of-http-bind http://training.sm-demo.com:7070/http-bind
ProxyPassReverse /of-http-bind http://training.sm-demo.com:7070/http-bind
ProxyPass /of-plugins http://training.sm-demo.com:9090/plugins
ProxyPassReverse /of-plugins http://training.sm-demo.com:9090/plugins
ProxyPass /chatservice http://training.sm-demo.com:8088
ProxyPassReverse /chatservice http://training.sm-demo.com:8088
</virtualhost>

Locate the following section by searching for ServerName servertwo.tld.

<VirtualHost *:443>
SSLEngine on
ServerName servertwo.tld:443
SSLCertificateFile "${SRVROOT}/conf/ssl/servertwo.crt"
SSLCertificateKeyFile "${SRVROOT}/conf/ssl/servertwo.key"
DocumentRoot "${SRVROOT}/htdocs"
CustomLog "${SRVROOT}/logs/ssl_request.log" \
"%t %h %{SSL_PROTOCOL}x %{SSL_CIPHER}x \"%r\" %b"
<Directory "${SRVROOT}/htdocs">
Options Indexes Includes FollowSymLinks
AllowOverride AuthConfig Limit FileInfo
Require all granted
</Directory>
</virtualhost>

Insert the lines in bold to this section as shown below (insert 5 lines below the SSLEngine on line and 6 lines between </Directory> and </virtualhost>).

<VirtualHost *:443>
SSLEngine on
SSLProxyEngine On
SSLProxyVerify none 
SSLProxyCheckPeerCN off
SSLProxyCheckPeerName off
SSLProxyCheckPeerExpire off
ServerName servertwo.tld:443
SSLCertificateFile "${SRVROOT}/conf/ssl/servertwo.crt"
SSLCertificateKeyFile "${SRVROOT}/conf/ssl/servertwo.key"
DocumentRoot "${SRVROOT}/htdocs"
CustomLog "${SRVROOT}/logs/ssl_request.log" \
"%t %h %{SSL_PROTOCOL}x %{SSL_CIPHER}x \"%r\" %b"
<Directory "${SRVROOT}/htdocs">
Options Indexes Includes FollowSymLinks
AllowOverride AuthConfig Limit FileInfo
Require all granted
</Directory>
ProxyPass /of-http-bind http://training.sm-demo.com:7070/http-bind
ProxyPassReverse /of-http-bind http://training.sm-demo.com:7070/http-bind
ProxyPass /of-plugins http://training.sm-demo.com:9090/plugins
ProxyPassReverse /of-plugins http://training.sm-demo.com:9090/plugins
ProxyPass /chatservice http://training.sm-demo.com:8088
ProxyPassReverse /chatservice http://training.sm-demo.com:8088
</virtualhost>

Save and close the httpd-ahssl.conf file.
Restart the Apache service.

Follow these steps to update the chat service URL in Service Manager Chat UI:

Navigate to the C:\Program Files\Apache Software Foundation\Tomcat 8.0_SMWeb\webapps\chatui\conf directory, and then open env.js with a text editor.
Update the chatServiceUrl value, which must be the real URL that you can access through Apache. For example, https://training.sm-demo.com/chatservice
Save your changes and close this file.

Tip For more information about how to enable End User Chat in Service Portal, see Install a single instance of Service Portal.

Task 13: Enable Service Manager Collaboration

By default, the Collaboration feature is disabled after applying the Service Manager 9.52 web tier. In this task, you will log on to Service Manager and set up the Collaboration Configuration.

Follow these steps:

Access http://training.sm-demo.com/webtier-9.52/index.do in your web browser, and then log on to Service Manager as a system administrator.
Click System Administration > Ongoing Maintenance > Collaboration > Configuration to open the Collaboration Settings form.
Select the Enable Collaboration check box to enable Service Manager Collaboration.
(Optional) Select the Enable ESS Lync User check box so that the Skype users can join IT Collaboration conversations by using Skype.
Select whether to enable the End User Chat virtual agent or not.

Important
To enable the End User Chat virtual agent, your enterprise must own an HPE Smart Analytics license and have enabled Smart Analytics. Otherwise, you cannot save your setting in this Enable End User Chat section.

Specify field values as described in the following table.

Field	Value in this task	Description
Maximum Participants Per Conversation	200	The maximum number of participants in a conversation. The default value is 200.
Notification Delay Time (Seconds)	30	The maximum time that an online participant has to wait to receive the live conversation notifications. The default value is 30. Notification delay is disabled if this value is set to 0 or minus.
Chat Service URL	http://training.sm-demo.com:8088/	The chat service URL.
Bosh Path	/of-http-bind/	The HTTP binding (also known as BOSH) path for Openfire to send XMPP messages. In the sample reverse proxy configurations in Task 5: Deploy the chat server, this path is `/of-http-bind/`. This field is read-only.
Chat Service Path	/chatservice/	The chat service base path for Restful resources. This field is read-only.
Domain Name	training.sm-demo.com	Domain name of the Openfire server. This field is read-only.
Plugin Path	/of-plugins/	The Openfire plugin URL. In the sample reverse proxy configurations in Task 5: Deploy the chat server, this value is `/of-plugins/`. This field is read-only.

Click Save and OK. It may take a while for the configurations to take effect.
Log out of the web client, and then log on as the system administrator again.

If the system displays the following error message when you log in, check all your settings and then refer to the "Troubleshooting - Failed to connect to the Collaboration server" section:
Verify that a Chat Notification button is displayed at the top-right corner of the screen. You are not able to click it because chat notifications are not available yet.
Click the User Information button to show your User Basic Information Card. Your presence status is now Online.
Open an interaction record. The Start Conversation button floats on the upper-right corner of the detailed view of this record.
Click the Start Conversation button, and then click OK in the confirmation dialog.
A conversation starts with the ID and title of the record displayed on the header of the conversation window.

Congratulations! You have successfully deployed Service Manager Collaboration!

Task 14: Select a portal for End User Chat

Service Manager supports the use of one of the following portals for End User Chat:

Service Portal (default): used for Service Portal users
ESS: used for Service Manager Employee Self-Service (ESS) client users

You need to select the right portal depending on which portal is being used for end users in your organization. To do this, follow these steps:

Go to System Administration > Base System Configuration > Miscellaneous > System Information Record.
Select the Active Integrations tab.
In the SM Portal field, select the right portal from the drop-down list.

Specify the portal URL for your portal, as described in the following table.

Portal	Steps
ESS	In the ESS URL field, type the fully qualified ess.do URL to your web tier. For example: http://training.sm-demo.com/webtier-9.52/ess.do
Service Portal	Note You must configure both the standard Service Portal URL and the Service Portal support ticket URL in the System Information Record. Both URLs are used as predefined parameters for End User Chat. In the Service Portal URL field, enter the following value: https://<Service Portal host name>:<port> Where: <Service Portal host name> represents the fully qualified domain name of the Service Portal host, and <port> represents the launchpad port of Service Portal. The default launch pad port is 9000. For example: https://serviceportal.sm-demo.com:9000 In the Service Portal Support Ticket URL field, enter the following value: https://<Service Portal host name>:<port>/support/requests/create Where: <ervice Portal host name> represents the fully qualified domain name of the Service Portal host, and <port> represents the support ticket port of Service Portal. The default support ticket port is 9410. For example: https://serviceportal.sm-demo.com:9410/support/requests/create

Portal

Steps

ESS

In the ESS URL field, type the fully qualified ess.do URL to your web tier. For example:

http://training.sm-demo.com/webtier-9.52/ess.do

Service Portal

Note You must configure both the standard Service Portal URL and the Service Portal support ticket URL in the System Information Record. Both URLs are used as predefined parameters for End User Chat.

In the Service Portal URL field, enter the following value:
```
https://<Service Portal host name>:<port>
```
Where: <Service Portal host name> represents the fully qualified domain name of the Service Portal host, and <port> represents the launchpad port of Service Portal. The default launch pad port is 9000.

For example:
```
https://serviceportal.sm-demo.com:9000
```
In the Service Portal Support Ticket URL field, enter the following value:
```
https://<Service Portal host name>:<port>/support/requests/create
```
Where: <ervice Portal host name> represents the fully qualified domain name of the Service Portal host, and <port> represents the support ticket port of Service Portal. The default support ticket port is 9410.

For example:
```
https://serviceportal.sm-demo.com:9410/support/requests/create
```

Click Save.
Restart the chat service.

(Optional) Task 15: Integrate with Microsoft Skype for Business

HPE Service Manager Collaboration provides an out-of-the-box Skype plugin and a Skype agent to integrate with Microsoft Skype for Business. When you start a conversation in Service Manager Collaboration, the Skype plugin that is embedded in the Openfire server monitors all the messages. If a participant does not log on to the Openfire server, the Skype plugin will use the participant’s email address as his/her Skype account and then send the message to the Skype server. If the user is available to chat, the Skype agent will launch a conversation with the right user, and then forward the message to him/her on Skype. After the Skype user replies, the Skype Agent will push this message back to the Skype plugin. Consequently, the Skype plugin will poll the in-coming Skype message and then forward it to all the other users in the Collaboration conversation.

The following diagram illustrates a sample message exchange architecture between Service Manager Collaboration and the Skype server:

Note

Lync users cannot start a conversation with Service Manager Collaboration. Instead, they can be invited to Collaboration conversations only.

In this task, you will integrate Service Manager Collaboration with Microsoft Skype for Business.

Follow these steps:

Download and install Microsoft .NET Framework 4.5 from Microsoft Download Center.
Download and install Microsoft Skype for Business 2016 from Microsoft Download Center. Service Manager Collaboration integrates with Microsoft Skype for Business 2016 only.
Sign in to Skype by using an IT operator's Skype account. This account transfers the communication between the Openfire server and the Skype server, and hence must be effective and timely.
Click Microsoft Skype Options > Personal, and then select None from the Personal information manager drop-down menu. Save your changes and then sign out.
Create the new UISuppressionMode Windows Registry value.
1. Open Windows Registry Editor, and then navigate to HKEY_CURRENT_USER\Software\Microsoft\Office\15.0\Lync.
2. Right-click Lync, and then click New > DWORD (32-bit) value to create a new registry value.
3. Set the new value name to UISuppressionMode, and then set the value data to 1.
4. Navigate to HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Lync.
5. Right-click Lync, and then click New > DWORD (32-bit) value to create a new registry value.
6. Set the new value name to UISuppressionMode, and then set the value data to 1.
7. Click OK, and then close the Windows Registry Editor.
Encrypt the Skype account and update the openfire.xml file.
1. Stop the Openfire server.
2. Navigate to the C:\Program Files (x86)\HPE\Service Manager 9.50\ChatServer\conf directory, and then open openfire.xml with a text editor.
3. Locate the <lyncIntegration> section.
4. Update the <lyncIntegration> section as follows:
```
<lyncIntegration>
<enabled>true</enabled>
<auth>

<userName><YourLyncAccountName></userName>
<password><YourLyncPassword></password>
</auth>
<startLyncAgent>true</startLyncAgent>
</lyncIntegration>										
```
  Note You need to enable Skype integration first, and then replace <YourLyncAccountName> and <YourLyncPassword> with the user account with which you signed in to Skype in step 3.
  Caution
  - When the IT operator's Skype password is changed, the <YourLyncPassword> value in openfire.xml must be changed accordingly.
  - You must not sign out the IT operator's Skype account which transfers the communication between the Openfire server and the Skype server. Otherwise, Service Manager Collaboration does not work.
5. Save and close this file.
6. Start the Openfire server.
  
  See the following screenshot for an example of the encrypted <lyncIntegration> section in openfire.xml:
Enable Service Manager Collaboration to communicate with the Skype server.
1. Log on to Service Manager as a system administrator.
2. Click System Administration > Ongoing Maintenance > Collaboration > Configuration to open the Collaboration Settings form.
3. Select the Enable ESS Skype User check box so that the Service Manager Skype users can join Collaboration conversations by using Skype.

Now you can communicate with the Skype users in a Service Manager Collaboration conversation.

Caution To integrate with Microsoft Skype for Business, follow these steps to specify the log on account for the Openfire service before starting it as a standard Windows service:

Right-click the Openfire service in the Windows Services window, and then select Properties.
Click the Log On tab.
Select This account, and then specify the same IT operator's Skype account used in step 3.
Click Apply and OK.

(Optional) Task 16: Migrate data from EC

In this task, you will migrate existing Enterprise Collaboration (EC) data to Service Manager Collaboration by using a migration tool.

Follow these steps:

Navigate to the C:\Program Files (x86)\HPE\Service Manager 9.50\ChatServer\smcmigration directory, and then double-click startup.bat to start the Service Manager Migration Tool.
Select a language, and then click Start.
Read through the welcome screen, and then click Next.
Select the database type of your EC server, specify the server name, database name, user name, and password of your EC database, and then click Next.

Note If you are working with an Oracle database, download the JDBC driver (for example, ojdbc6.jar) from here and then copy this file to the <sm9.xx.00xx-ChatServer>\smcmigration\lib directory.
Select the database type of your Service Manager server, specify the server name, database name, user name, and password of your Service Manager database, and then click Migrate.

The Service Manager Migration Tool displays a status bar that the visualizes the data migration progress.
When the data migration progress is completed, click Finish to quit the tool.

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