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Integration of an external ChatBot into the SMA-SM IT portal

Idea ID 2688228

Re: Integration of an external ChatBot into the SMA-SM IT portal

We would like to offer users of our SMA-SM portal the possibility to use a ChatBot that is already implemented in different business applications and that is external to the SMA-SM solution.
This functionality would be configurable from the portal's graphical administration interface and should allow either the product's ChatBot or a market ChatBot to be implemented. In the second case, the administrator should be able to add and configure the elements allowing the operation of the external ChatBot.
The end user connecting to the service portal should notice the presence of a ChatBot on the home page and should be able to use it without con.
Currently, to get around this point, we have added a main category on which we have added an image reminiscent of the company's ChatBot and pasted the corresponding URL of type "http://www" because we can't add an internal URL (without the string "www.").
This category results in a tile on the home page that allows our users to use our ChatBot.
Our current solution is not satisfactory since the fact that our users have to click on a tile representing our ChatBot, the action opens it in a new browser tab and thus, gives our users the impression that they are leaving our portal.
It is therefore proposed to allow the integration of an external ChatBot in order to make the portal more attractive for end users but also easier to manage for administrators.
This integration would also allow immediate maintenance and administration of this ChatBot because it is a product already in use in the company.

Tags (1)
Micro Focus Expert
Micro Focus Expert

In the May release, we added a Configuration Setting for the Portal Self Service settings that that allows you to 'Enable your own embedded HTML '.

This allows the Admin to insert an embedded HTML expression that is associated with a link on the Portal right side panel. The typical use case application is to insert HTML/JavaScript code that would trigger the pop-up of a chat interface implemented by some third party chat tool already in use by a customer. 

Take a look at this new feature as it may provide the flexibility you are looking for to enable the use of your own chatbot in a more seamless integrated manner.




Syrtophe Valued Contributor.
Valued Contributor.
Hello David,
I don't find the information in the release note of SMA-SM 2019_05 (link:)
Can you send me the link containing this information again, please?
Best regard,
Christophe S
Micro Focus Expert
Micro Focus Expert

Looks like that feature is only available in SMAX 2019.05 and not SMA-SM 2019.05. https://docs.microfocus.com/itom/SMAX:2019.05/SetConfig

Syrtophe Valued Contributor.
Valued Contributor.
Hello and thank you for the link.
We only have SMA-SM with Service portal and that is why we propose to integrate an evolution that could be useful to the customers in our situation.
it is not excluded that we may switch to SMAX, which would obviously solve our problem
Best Regard,
Micro Focus Expert
Micro Focus Expert

I voted for this. If this is available in SMAX, it would be nice to have this in SMA-SM too.

Micro Focus Expert
Micro Focus Expert

Yes, I agree and have voted for the Idea as well. This new feature should be generic enough to be expanded and allow support in the SM case as well.

Micro Focus Frequent Contributor
Micro Focus Frequent Contributor
Status changed to: Waiting for Votes
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