BMC Remedy AR System (7.6.04)

This consists of AR System forms, web services, and work flows which need to be imported into the BMC Remedy AR System.

IMPORTANT! You must purchase this integration separately from both your Bomgar software and your BMC Remedy solution. For more information, contact Bomgar sales.

Importing the AR System Forms, Work Flows, and Web Services

The following Remedy definition files are delivered with this document.

  1. Bomgar_Remedy_Int_With_RQC_7604_v2.0.def
  2. Bomgar_Remedy_Int_With_SRM_7604_v2.0.def

Note: Bomgar_Remedy_Int_With_RQC_7604_v2.0.def is applicable for an environment with Requester Console, and Bomgar_Remedy_Int_With_SRM_7604_v2.0.def is for an environment with SRM.

Importing the AR System forms can be completed by executing the following steps:

  1. Log into BMC Remedy Server via the BMC Remedy Developer Studio client.

    IMPORTANT! Be sure to back up your HPD:Help Desk form before proceeding with the installation. Also back up your SRS:RequestDetail form and/or RQC:RequestDetails form as appropriate.

Select an Import Source

  1. From the Main menu, select File > Import and expand BMC Remedy Developer Studio.

 

Select Server

  1. Select Object Definitions and click Next.

 

Import File

  1. Select Server Name and click Next.
  1. Select the file (Bomgar_Remedy_Int_With_RQC_7604_v2.0.def or Bomgar_Remedy_Int_With_SRM_7604_v2.0.def) from the appropriate location and click Next.

 

Follow either the overlay process or the manual process as defined below.

Overlay Process

Note: Move to manual process in case of any error.

Object Selection

  1. Make sure to select Replace Objects on the Destination Server.
  2. Click Finish. The import process may take several minutes to complete. Upon successful completion, this will import the required forms, work flows, and web services.

 

Manual Process

Note: Skip this step if the overlay process completes successfully.

Object Selection

  1. Add the following forms from the integration file and make sure to select the following:
    1. Replace Objects on the Destination Server
    2. Delete Excess Views
    3. Replace Application Owner
  2. Click Finish. The import process may take several minutes to complete. Upon successful completion, this will import the following forms, work flows, and web services into the AR System.
    1. COL:BGR:Form:Setup_Template
    2. COL:BGR:SessionDetail:Staging
    3. COL:BGR:UserMapping
    4. COL:BGR:SessionKey:Details
    5. COL:BGR:ManualDataSync:Params
    6. COL:BGR:WS:Index
    7. COL:BGR:Configuration:Params
    8. COL:BGR:ManualDataSync:Status

 

  1. Place the Bomgar Session related fields on the Incident Form (HPD:Help Desk) by executing the following steps:

    Preferences

    Note: Before this operation, determine in which view the fields will be visible. To save time, it may be a good idea to set the Remedy Administrator preferences (in the menu under Windows > Preferences) so that fields do not automatically get added to all views. This way, fields will only be added to the views to which they are pasted.

     

    Incident Form

    1. Open the Incident Form (in Best Practice View) and COL:BGR:Form:Setup_Template (in Best Practice View) using BMC Remedy Developer Studio.
    2. In the menu click Forms > Create View Overlay. This step may not be required if this has already been created for any other customization.
    3. Add New Panel with the following properties:
      1. ID=800000001
      2. Name=COL_Pnl_Bomgar_Sessions
      3. Label=Bomgar Sessions
      1. Visible=False
      2. Permission=Public
    4. Copy and past the following fields on the COL:BGR:Form:Setup_Template form over to the Incident Form.
Field ID Field Name
800000000 COL_Btn_Gen_Session_Key
800000002 COL_Tbl_Session_Summary
800000003 COL_Col_Session_ID
800000004 COL_Col_Start_Time
800000005 COL_Col_End_Time
800000006 COL_Col_Duration
800000007 COL_Col_File_Count
800000008 COL_Col_Representative
800000009 COL_Ctrl_Bomgar_Logo
800000010 COL_Char_Support_Session_Details
  1. Save the Incident Form.
  1. Place the Get Support related fields on the Requester Console Form (RQC:RequestDetails) by executing the following steps. (This step is applicable to customers using Requester Console.)

    Incident Request Details

    1. Open RQC:RequestDetails form (in RQC User IM View) and COL:BGR:Form:Setup_Template (in 3-RQC-SRM View) in BMC Remedy Developer Studio.
    2. In the menu click Forms > Create View Overlay. This step may not be required if this has already been created for any other customization.
    3. Copy and paste the following fields on the COL:BGR:Form:Setup_Template form over to the RQC:RequestDetails form.
Field ID Field Name
800000600 COL_Btn_Get_Support_Now
800000601 COL_VF_Launch_Support_Window
800000602 COL_Char_Mid-Tier_URL
800000603 COL_Char_Incident_Number
  1. Save the RQC:RequestDetails form.
  1. Place the Get Support related fields on the Service Request Console Form (SRS:RequestDetail) by executing the following steps. (This step is applicable to customers using SRM.)

    Request Details

    1. Open SRS:RequestDetail form (in SRS User View) and COL:BGR:Form:Setup_Template (in 3-RQC-SRM View) in BMC Remedy Developer Studio.
    2. In the menu click Forms > Create View Overlay. This step may not be required if this has already been created for any other customization.
    3. Copy and paste the following fields on the COL:BGR:Form:Setup_Template form over to the SRS:RequestDetail form.
Field ID Field Name
800000600 COL_Btn_Get_Support_Now
800000601 COL_VF_Launch_Support_Window
800000602 COL_Char_Mid-Tier_URL
800000603 COL_Char_Incident_Number
  1. Save the SRS:RequestDetail form.
  1. Import the AR System Work Flows and Web Services.
    1. Repeat the same steps as in the above section in order to import the AR System Work Flows and Web Services using Bomgar_Remedy_Int_With_RQC_7604_v2.0.def or Bomgar_Remedy_Int_With_SRM_7604_v2.0.def.
    2. Select all objects but forms and import them.
  2. Update the host file on AR Server with the following information:

    <IP Address/Hostname of Mid-Tier Server> bomgar.ars.web

    Note: If the security policies of the organization do not allow editing the host file on the AR Server, then ignore this step and enter Mid-Tier DNS name (along with the port number if applicable) in the filters listed in the next step.

  3. Make the following changes if Mid-Tier is accessible through a port number other than 80. Ignore this step if Mid-Tier is accessible through port 80.

    Open the following filters in BMC Remedy Developer Studio. Set the port number to the required port number (e.g., 8080 in the screenshot below) and save the filter.

    • COL:BGR:WSI_Get_Session_Key_HTTP
    • COL:BGR:WSI_Get_Session_Key_HTTPS
    • COL:BGR:WSI_Sync_Data_HTTP
    • COL:BGR:WSI_Sync_Data_HTTPS

    From

    WSDL File

    To

    WSDL File with Port Number

    Note: If the security policies of the organization do not allow editing the host file on the AR Server (refer to the previous step), then enter the Mid-Tier DNS name (along with the port number if applicable) in all the filters listed above.

    For example, change http://bomgar.ars.web/BgrARSConnector/services/BgrARSConnector?wsdl to http://<Mid-TierDNSName>:<Port>/BgrARSConnector/services/BgrARSConnector?

  4. Flush the Mid-Tier Cache.