This section describes how to integrate IBM Lotus Sametime Connect with Service Desk.
IBM Lotus Sametime Connect is software that enables instant messaging and group collaboration over the Internet. When Service Desk is integrated with Sametime Connect, the Service Desk analyst can conduct conversation sessions with any person related to a ticket for the purpose of gathering information to help resolve an issue.
The following table describes the installation and configuration tasks required to integrate Service Desk and Sametime Connect.
Step Task Description
Step 1 Install and configure the prerequisite software:
IBM Tivoli Service Request Manager with the Service Desk component, and an IBM Lotus Sametime Connect server.
Refer to the Installing section of this information center for instructions on how to install IBM Tivoli Service Request Manager. Refer to the Sametime Connect server documentation for information about how to install and configure Sametime Connect.
Step 2 Install the Sametime Connect integration module, if not already installed when you installed Service Request Manager.
Use the Tivoli Service Request Manager installation launchpad to install the Sametime Connect integration module on the computer that hosts the Service Request Manager server.
Step 3 Configure the connection between Service Request Manager and the Sametime Connect server.
Use the System Properties application in Service Request Manager to edit system properties that identify the Sametime Connect server and set a connection timeout period.
Installing the Sametime Connect integration module
Use this task to install the Sametime Connect integration module.
Complete the following steps:
1. Start the Service Request Manager launchpad:
a. Log on as an administrator.
b. Insert the Service Request Manager 7.1 DVD into the DVD drive.
c. Start the launchpad:
Windows
The launchpad starts automatically.
If it does not launch automatically, run the launchpad program by navigating to the root directory, or the downloaded installation image, and run the following command at a command prompt (or by double-clicking it in Windows Explorer):
launchpad.exe
AIX Navigate to the root directory, or the downloaded installation image, and run the following command:
launchpad.sh
The launchpad program uses the system default browser to run. If the default browser on AIX is Firefox, it is likely that the launchpad program will not run properly due to the ksh shell interface. If you need to use the launchpad with the Firefox browser, follow these steps to modify it.
1) Copy all of the files from the Service Request Manager 7.1 DVD to a local directory (for example, /user_dir). If you have downloaded the product images rather than using physical media, download and extract the launchpad images as described in the download document at http://www-1.ibm.com/support/
docview.wss?uid=swg24018694.
2) Modify /user_dir/launchpad/Firefox.sh and remove the following lines:
typeset +r LOGNAME 2>/dev/null LOGNAME=lp_user_$$; export LOGNAME 3) Run the launchpad from /user_dir.
Linux Navigate to the root directory, or the downloaded installation image, and run the following command:
launchpad.sh
Running the launchpad from the root directory avoids complications that would arise if you ran it inside the mounted directory and you needed to swap disks. If you changed directory to the mounted DVD and launched the launchpad from that directory, at a certain point in the deployment process you would need to swap to another DVD, but you would not be able to because launchpad was still running from the directory on DVD you have mounted. You would not be able to unmount the disk without terminating the launchpad.
The Welcome to IBM Tivoli Service Request Manager 7.1 Installation window displays.
d. Select the launchpad language by clicking the Language selection list.
2. Click Install integration modules in the left pane.
3. On the Integration Software page, click Service Desk - Sametime Connect Integration .
4. Follow the prompts.
Configuring the connection with the Sametime Connect server
Use the System Properties application in Service Request Manager to edit system properties that identify the Sametime Connect server and set a connection timeout period.
To configure Service Request Manager to work with Sametime Connect, set values for the system properties listed in the following table:
System property Description
mxe.im.connectiontimeout Specifies the timeout period in milliseconds for connecting to the instant messaging server. When the timeout period expires, a message is displayed stating that the connection failed. You can optionally edit this property.
System property Description
mxe.im.sametimesever Specifies the fully qualified host name or IP address of the instant messaging server. This property is required.
Complete the following steps to modify each of the system properties shown in the preceding table:
1. Log on to Service Request Manager as an administrator with authority to perform system configuration tasks.
2. From the Go To menu on the Navigation Toolbar, select System Configuration → Platform Configuration → System Properties.
3. On the System Properties window, search for the system property that you want to modify.
To search, open the Filter and type the property name in the filter field in the Property Namecolumn. Then press Enter.
4. Click View Details next to the property name to display the Global Properties Detailssection of the window.
5. Enter the property value in the Global Value field.
6. From the Select Action menu on the application toolbar, select Live Refresh.
7. Click OK on the Live Refresh dialog.
The new property value is displayed in both the Global Value and Current Valuefields.