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SmartIT Chat window not opening

Sowmiya Velayudam Apr 17, 2015 1:46 AM

Hello all,

I have installed SmartIT & MyIT.

In smartIT when i open the chat window its not opening. Its keep on loading.

Need some help.

Thanks.

1. Re: SmartIT Chat window not opening

John Gallagher Apr 20, 2015 1:32 AM (in response to Sowmiya Velayudam)

Hello again,

Press F12 and check the network/console tabs for any errors/exceptions and have a look at the open fire log files which can be found under $OPENFIRE_HOME/logs.

Regards,
John
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2. Re: SmartIT Chat window not opening

Sowmiya Velayudam Apr 20, 2015 5:20 AM (in response to John Gallagher)

Hello John Gallagher,

Please find the error from the browser when i click "New Chat" in SmartIT.
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3. Re: SmartIT Chat window not opening

John Gallagher Apr 20, 2015 5:25 AM (in response to Sowmiya Velayudam)

Hello again,

Can you attach the logs ? ( $OPENFIRE_HOME/logs)

Regards,
John
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4. Re: SmartIT Chat window not opening

Sowmiya Velayudam Apr 20, 2015 5:51 AM (in response to John Gallagher)
Hello,

Log from C:\Program Files\BMC Software\Smart_IT_MyIT\Smart_IT_MyIT\Logs-->openFire_error.log & ux.2015-04-20.part.0.log

and C:\Program Files\BMC Software\Smart_IT_MyIT\Smart_IT_MyIT\openfire\logs--> Error.Log

Thanks,
Sowmiya

error.log 3.5 K

openFire_error.log 729.2 K

ux.2015-04-20.part.0.log 1.6 MB
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5. Re: SmartIT Chat window not opening

John Gallagher Apr 20, 2015 7:31 AM (in response to Sowmiya Velayudam)

Please provide the following:

1. Are you installing Smart IT on the same VM as ITSM ?
2. connect.properties file
3. Log into the Openfire admin console (http://localhost:9090 admin/admin) and send me a screenshot of the following screens:

a) Server Information
b) System properties

Regards,
John
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6. Re: SmartIT Chat window not opening

Sowmiya Velayudam Feb 14, 2018 5:43 AM (in response to John Gallagher)

Hello,

1) Yes we have installed SmattIT and ITSM in the same VM. (Database too)
2) C:\Program Files\Apache Software Foundation\Tomcat 7.0\external-conf -->Connect.properties file attached
3) Required screen shots

a) Server Information

b) System Properties

Thanks.

Regards,
Sowmiya
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7. Re: SmartIT Chat window not opening

Sowmiya Velayudam Apr 22, 2015 11:37 PM (in response to John Gallagher)

Hello John Gallagher,

any update?:)
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8. Re: SmartIT Chat window not opening

John Gallagher Apr 23, 2015 2:23 AM (in response to Sowmiya Velayudam)

Hey Sowmiya,

Just looking at the format of your connect.properties file:

chat.server.boshUrl = http://Korbsbvm33.APAC.bosch.com:7070/http-bind/

...whereas it should be in this format:

chat.<tenant_id>.boshURL=https://<tenant-URL>/http-bind

...so open the MyIT Administration: Tenant form, copy the tenant_id, update the connect.properties file & save the form before restarting Tomcat.

e.g. chat.000000000000001.boshURL = https://Korbsbvm33.APAC.bosch.com/http-bind/

Regards,
John
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9. Re: SmartIT Chat window not opening

Sowmiya Velayudam Apr 23, 2015 4:24 AM (in response to John Gallagher)

Hi John,

Thanks for the update.

I tried modifying the connect.properties file and then restarted tomcat.
But now the smartit URL itself not opening. Its keep on rotating. no progress

Regards,
Sowmiya
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10. Re: SmartIT Chat window not opening

John Gallagher Apr 23, 2015 4:31 AM (in response to Sowmiya Velayudam)

Hello again,

Sorry, don't have enough time at the moment....Can you collect all of this data/steps you've performed and open a case with us in Support ?

Regards,
John
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11. Re: SmartIT Chat window not opening

Sowmiya Velayudam Apr 23, 2015 4:46 AM (in response to John Gallagher)

hello,

Yeah okay. Will do that. Thanks for the help.

Regards,
Sowmiya
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12. Re: SmartIT Chat window not opening

lingareddy some Apr 29, 2015 9:08 PM (in response to Sowmiya Velayudam)

Sowmiya,

Please try the below.

Change server name to lowercase letter in connect.properties and open fire admin console.

Korbsbvm33.APAC.bosch.com to korbsbvm33.apac.bosch.com

1. Open connect.properties file and change server name to lowercase letter.

Example:

chat.server.cm.host = Korbsbvm33.APAC.bosch.com

to

chat.server.cm.host = korbsbvm33.apac.bosch.com

chat.server.boshUrl = http://Korbsbvm33.APAC.bosch.com:7070/http-bind/

to

chat.server.boshUrl = http://korbsbvm33.apac.bosch.com:7070/http-bind/

chat.server.domain = korbsbvm33.APAC.bosch.com

to

chat.server.domain = korbsbvm33.apac.bosch.com

2.
Log into the Openfire admin console (http://localhost:7001) ---> Server Information--->System properties

provider.auth.authResource     : http://localhost:8090/ux/rest/users/chat/

to

provider.auth.authResource     : http://korbsbvm33.apac.bosch.com:8090/ux/rest/users/chat/

xmpp.domain                          : Korbsbvm33.APAC.bosch.com

to

xmpp.domain                          : korbsbvm33.apac.bosch.com

Restart smart-it tomcat and open fire services.

Login to smart-it and test the chat functionality.

2 of 2 people found this helpful
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13. Re: SmartIT Chat window not opening

Sowmiya Velayudam Apr 30, 2015 1:26 AM (in response to lingareddy some)

Thank you so much!! that worked

And how to add users to chat??

Here i want to add the "Smartuser2" to the chat. where is the add option?
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14. Re: SmartIT Chat window not opening

lingareddy some Apr 30, 2015 1:34 PM (in response to Sowmiya Velayudam)

sowmiya Velayudam

As per your screenshot user Smartuser2(user2smart) status offline(not login to smart-it)
Only user Smartuser1(user1smart) status available((login to smart-it)

If Smartuser2(user2smart) have permissions to access smart-it then try the following.

1. Testing on the same machine.

Smartuser1(user1smart) login through FIREFOX browser

Smartuser2(user2smart) login through CHROME browser

OR

You can login to smart-it each user from different machines

2. Now you will see both user available online and you can able to chat each other.
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