Currently, Virtual Chat creates an Incident in the Remedy Mid-Tier UI when the Support Agent closes a live chat.
This customization changes the action to create the Incident in the Remedy ITSM Smart IT UX.
Details for the steps to implement this feature are in the attached Word document. The Remedy def file is also attached.
This feature is not supported by BMC and should be considered to be used "as is". As is always best practice, this feature should be tested thoroughly in a test environment before implementing in production.