BMC Remedy and Bomgar Software Configuration (7.6.04)

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

Following are the step-by-step instructions for the AR System/Bomgar Software configuration.

Configuration Parameters

  1. Define configuration parameters. Open the COL:BGR:Configuration:Params form or the Remedy-Bomgar Configuration Parameters form (in new mode) in the BMC Remedy User Tool, and add the Mid-Tier URL as shown in the screen shot. Replace http://bomgar.ars.web with the Mid-Tier URL (use the port number as applicable).

    Note: Enter the port number if the Mid-Tier is accessible through a port number other than 80 (e.g., http://bomgar.ars.web:8080).

User Mapping

  1. Define Bomgar-Remedy user mapping. Open the COL:BGR:UserMapping form or the Remedy-Bomgar User Mapping form (in new mode) in the BMC Remedy User Tool, and define mapping for Bomgar-Remedy users as shown in the screen shot.

    Note: If a user does not exist in this form, the assumption will be that the Bomgar username is the same as the BMC Remedy username either through common authentication source or naming convention.

 

Group Information

  1. Create a Bomgar Users group and associate users with this group.
    1. Open the Group form (in new mode) in the BMC Remedy User Tool, and create a new group as shown in the screen shot. Make sure that the group ID is in the range of 1000-13004 and 13007-14999.

    User Form6

    1. Open the User form (in search mode) in the BMC Remedy User Tool, and associate the users to the Bomgar Users group as shown in the screen shot.

 

Manual Data Sync Parameters

  1. Initiate a Manual Data Sync if needed. Open the COL:BGR:ManualDataSync:Params form or the Remedy-Bomgar Manual Data Sync-Parameters form in the BMC Remedy User Tool. Enter the sync parameters, and then click Sync Data to initiate the data sync process.

 

Manual Data Sync Status

  1. Check the Manual Data Sync Status if needed. Open the COL:BGR:ManualDataSync:Status form or the Remedy-Bomgar Manual Data Sync-Status form (in search mode) in the BMC Remedy User Tool, and search for the data sync status based upon the Remedy user ID.