this is to indicate if the user is available and online or not.
it will be green if the user is available and online
What do you mean by online here in Smart IT?
Are you toking about online in Virtual Chat?
We do not have Virtual Chat Integrated with Smart IT so is this the reason of the red dot i.e. the profile are offline?
Smart IT has a Chat Feature (Openfire chat) which is different from Remedy Virtual Agent. During your Smart IT installation if you have selected Smart IT Chat feature then you can configure Chat in Smart IT which enables chat for Smart IT personas.
The red dot indicates an issue and it might have caused due to any of the following:
1. Openfire chat is not running/not installed.
2. There is a connectivity /configuration issue with your openfire.
The installer will do required configurations for the Openfire integrations. Verify the follow urls
Openfire admin console URL http://smartit.mydomain.com:7001(7001 default port , refer your <installation path\Smart_IT_MyIT\Smart_IT_MyIT\openfire\logs\output.log>,
http binding server (default port 7070, you can access using http://smartit.mydomain.com:7070) and client port as 5222.
You can also find these information in connect.properties file (refer below screen print).
More details please refer Configuring after installation - Remedy with Smart IT 1.6
If you have done a successful configuration then you should be able see a chat head in your Smart IT login.