Configuring Live chat

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This topic describes the details for Live chat configurations.

The live chat feature enables end users of the Service Desk, Self Service Center, and Self Serve to chat with Service Desk agents about issues or problems.

Users need to configure Live chat per the following settings to be able to use it with Service Desk, Self Service Center, and Self Serve.

Enable Content Security Policy (CSP)

Follow the steps below to enable live chat in Maximo IT:
  1. Log in to Maximo IT as an administrator.
  2. Open the System Properties application (Open menu > System Configuration > Platform Configuration > System Properties).
  3. Click the Filter icon and search for mxe.sec.header.Content_Security_Policy property.
  4. Edit Global Value in the property and replace it with the following:

    font-src 'self' data: https://1.www.s81c.com *.walkme.com; script-src 'self' 'unsafe-inline' 'unsafe-eval' *.walkme.com; style-src 'self' 'unsafe-inline' 'unsafe-eval' *.walkme.com; img-src 'self' https: blob: d2qhvajt3imc89.cloudfront.net data: *.walkme.com; object-src 'self' *.walkme.com; worker-src 'self' blob:

  5. Save the property.
  6. Select the property and go to Common Actions and click on Live Refresh.
  7. Log out and log in again to Maximo IT to implement the changes.

Enable chat for Self Serve

For language specific users, follow the steps below add language and locale as per requirement.

  1. Log in to Maximo IT as a user.
  2. Go to the Profile option and select Default Information.
  3. Scroll down to the Language and locale section.
  4. In the Language field, select the required language code. For example, EN for English.
  5. In the Locale field, select the locale as per the selected language code. For example, en for English.
  6. Click Ok.
  7. Log out and log in again to Maximo IT to implement the changes.

Add an agent to the CHAT_Q Person Group

Follow the steps below to add an agent to the CHAT_Q Person Group so that it can receive chats:
  1. Log in to Maximo IT as an administrator.
  2. Open the Person Groups application (Open menu > Administration > Resources > Person Groups)
  3. Search for the CHAT_Q person group and open it.
  4. Go to the People table and click on New Row icon.
  5. Add the details of the required person. Select the value of the agent to whom you want to grant the chat permission.
  6. Fill the sequence number in the Sequence field.
  7. Click the Save icon to save your changes.
  8. Log out and log in as the user who was added to the CHAT_Q group to implement the changes.
  9. A Chat button will now be visible on the header.

Enable sound notifications for Chat

Follow the steps below to enable sound notifications for Chat in both Maximo IT and Self Serve application:
  1. Log in to Maximo IT as an administrator.
  2. Open the System Properties application (Open menu > System Configuration > Platform Configuration > System Properties).
  3. Click the Filter icon and search for sccd.livechat.enableSounds property.
  4. Edit the Global Value field in the property and replace it with the value Y.
  5. Click the Save icon to save the property.
  6. Select the property and go to Common Actions and click Live Refresh.
  7. Log out and log in to Maximo IT again to implement the changes.