Service Manager Collaboration deployment scenario

The following diagram illustrates a typical Service Manager Collaboration (SMC) deployment scenario.

Service Manager Collaboration cooperates with the following essential factors and Service Manager components:

• Openfire chat server:

  Openfire is a real time collaboration (RTC) server licensed under the Open Source Apache License. Service Manager Collaboration communicates with Openfire by using the widely adopted open protocol XMPP to approach all the operations, such as setting up conversations, posting messages, presence management, notification management and so on. The Openfire server also links Service Manager and other messaging applications, such as Microsoft Skype for Business.

• Apache:

  The Openfire server must be deployed behind the Apache HTTP server and use it as a reverse-proxy to protect the sensitive information of Openfire, such as the IP address, ports, and so on.

• Service Manager web tier:

  Service Manager Collaboration is embedded in Service Manager web tier to access the Openfire server through Apache for instant messaging.

• Chat service:

  Service Manager Chat service provides both the RESTful web service and the virtual agent chat service to the chat clients. It also connects the Openfire chat server to the Service Manager server and manages chat requests between an end user, a virtual agent and a live agent.

• Chat UI

  Deploy the End User Chat window to enable a Service Manager web tier ESS user or a Service Portal user to chat with either a virtual agent or a live agent.

Additionally, Service Manager Collaboration needs the following prerequisites and configurations:

• Light-Weight Single Sign-On (LW-SSO):

  Service Manager Collaboration uses LW-SSO to access and authenticate users. Service Manager Collaboration requires that you configure LW-SSO for the Service Manager web tier and the Openfire chat server.

Prerequisites

The necessary prerequisites for Service Manager Collaboration deployment are described as follows:

• You must have the Apache configuration knowledge.
• You have installed version 9.60 of the Service Manager binaries, applications, and web tier.

• You must know the domain of your Service Manager installation. In the example steps described in this document, the domain is sm-demo.com and the host name is training.sm-demo.com.

• In the example steps described in this document, chat server, chat service, Apache, Tomcat, and the Service Manager server are all installed on the same host.

Requirements

To deploy Service Manager Collaboration successfully, read through the checklist below and make sure the configurations are completed by following the instructions provided in this document:

• Integrate Tomcat successfully with Apache OpenSSL.

• Deploy Openfire successfully.

• Configure proxy pass correctly in Apache.

• Configure LW-SSO correctly for Service Manager webtier, RTE and Openfire.

• Set the related parameters correctly in Service Manager.