Task 13: Enable Service Manager Collaboration

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)`

By default, the Collaboration feature is disabled after applying the Service Manager 9.60 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-9.60/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 a 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.