Web Self-Service Use Case for 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 use case starts when a customer begins the support process on a web portal where they can view the details of existing requests using BMC Remedy Requester Console or Service Request Management Console. Following is the process flow for this use case.

Process Flow

  1. A customer logs into the BMC Remedy Requester Console or Service Request Management Console to view the detail of his or her own ticket.
  2. A Click-to-Chat button is available to initiate a support session.
  3. The customer clicks on the Click-to-Chat button, which launches a browser chat window and starts the support session.
  4. The customer interacts with the support representative via the browser chat interface.
  5. At the end of the session, the Incident is updated with the captured information.

Note: When a request is created by a customer via the Requester Console or Service Request Management Console, a Service Request record is created. Depending on the customer's IT service management process, this request could result in the creation of other related records, including an Incident record. If an Incident record is created, it is visible to the requester in the Requester Console or Service Request Management Console. If the customer selects the Incident record and views details, a Click-to-Chat button or link is visible on the details form that can be used to initiate the chat session. If the customer selects a different type of record in the Requester Console or Service Request Management Console (a request that is not an incident) and views details, the button or link is not visible.

This captured information is stored under a separate and branded tab on the incident form and is visible only to the Bomgar support representatives.