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 Manager Service Portal (default): used for Service Manager 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:

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

  4. 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-x.xx/ess.do
    Service Manager 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.

    1. 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 Manager Service Portal host, and <port> represents the launchpad port of Service Manager Service Portal. The default launch pad port is 9000.

      For example:

      https://serviceportal.sm-demo.com:9000
    2. 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 Manager Service Portal host, and <port> represents the support ticket port of Service Manager Service Portal. The default support ticket port is 9410.

      For example:

      https://serviceportal.sm-demo.com:9410/support/requests/create
  5. Click Save.
  6. Restart the chat service.