Bomgar-Specific Steps in the BMC Remedy Integration

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

This consists of making some configuration changes on the Bomgar software side.

Enable the Bomgar API on Your Site

Management > API Configuration
API :: Configuration

  1. The Bomgar Appliance used in this integration requires Bomgar version 10.4 or higher. If prior to 14.2, it must be equipped with Enterprise licensing. The Enable XML API box must be checked on the Management > API Configuration page of your Bomgar /login administrative interface.

    Note: Prior to 14.2, the Enable XML API setting is found on the Management > Security page.

User Accounts
Password Expiration
Is Administrator
Reporting Permissions
Representative Permissions

  1. Create a special Bomgar user account to be used for API commands. Do not require this user's password to be reset at next login. Enable all necessary permissions such as the ability to view reports, generate session keys, and participate in the general queue. For simplicity, you can make this user an administrator with all permissions enabled, though this is not required.
  2. After saving the user account, edit the account and check the box so that the password does not expire.
  3. Create a normal representative user account for yourself. Download the Bomgar representative console and log in.
  4. You now can begin testing API commands using your browser. Create the appropriate URLs by copying the samples into a text editor. Modify the parameters as needed for your environment, replacing the hostname, username, password, external key, and so forth.
  5. Paste the customized URLs into your browser to test the API commands. The appropriate XML should be returned in the browser.

    IMPORTANT! If you have been using the BMC Remedy Integration prior to 14.1, an API change in 14.1 could break backward compatibility. Please contact Bomgar Support prior to upgrade to determine if a BMC Remedy Integration update is required.

  6. If you receive any errors such as Document Not Found, check that the API user has the necessary permissions. Also, make sure that a representative is logged into the site while you are testing.
  7. Conduct a support session using the programmatically generated, seven-character session key or corresponding direct download URL. Examine the external key, which is displayed in the representative console in the details of the support session. The key is also visible from the session queue.
  8. After the session completes, view the session report from the Bomgar /login administrative interface. You will notice that if assigned, the external key is displayed for each session.

    Note: For additional information concerning the Bomgar API, visit www.bomgar.com/docs and view the API Guide.

Add Outbound Event URL

Management > Outbound Events
Outbound Events :: Add HTTP Recipient

  1. Add an outbound event URL in the Bomgar software.
    1. Log into the Bomgar /login administrative interface using an administrator account.
    2. Go to Management > Outbound Events.
    3. Click Add New HTTP Recipient.
    4. Enter a Name, URL, and Events to Send as shown.
    5. Click the Add Recipient button at the bottom of the page.

       

      Note: The URL will be in the following format:

      <Protocol>://<Mid-Tier Server Name>:<Port Number>/ BgrARSConnector/BgrMWService

      • Protocol: http or https
      • Mid-Tier Server: The server name or IP address where the Mid-Tier Connector has been deployed.
      • Port Number: The port number through which Mid-Tier is accessible. Ignore the port number if it is 80.

      EXAMPLES:

      http://10.16.100.99/BgrARSConnector/BgrMWService

      http://10.16.100.99:8080/BgrARSConnector/BgrMWService