Modify Out-of-the-Box Items for the HP Service Manager Integration

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

Create Alias Records

Alias records are needed for the display of support session in the interaction and incident records.  This section explains how to create the alias records that are needed for this to work.

HPSM Integration Incident Definitions Form

  1. Select System Definition > Tables > incidents.
  2. Double click on the incidents table from the table list.
  3. Select Fields and Keys tabs
  4. Select incident.id from the fields list.
  5. Click on New… button under Aliases list.
  6. Enter incident.id.bomgar in the box displayed.
  7. Click Save.

 

HPSM Integration Probsummary Record Fields Form

  1. Double click on the probsummary table from the table list.
  2. Select Fields and Keys tabs.
  3. Select number from the fields list.
  4. Click on New… button under Aliases list.
  5. Enter number.bomgar in the box displayed.

Add Field to Operator Table for Bomgar ID

Operators that use Bomgar will need an ID to access the Bomgar tool.  This ID will be stored in the operator record.  When a technician instigates a support session from Service Manager, the ID stored in the Service Manager Operator record will be used to direct the support session to the appropriate queue.  If no ID is entered, then the ID used will be the operator ID that is used to log into Service Manager.  The ID and/or the name must match the data used in the Bomgar tool.

HPSM Integration Operator Table Record Form

  1. Select System Definition > Tables > Operator.
  2. Double click on the operator table from the table list.
  3. Select Fields and Keys tabs.
  4. Click on New Field… button under Fields list.
  5. Enter field name in the box that is displayed: bomgar.id
  6. Select field data type from the drop down provided: character.

Modify Link Records

Link records are required for the display of Bomgar support sessions in the interaction and incident records.  This section details how to add the required link line items to properly display this data and access the support session details when you select them and double-click. Modified versions of the Out of the Box link records have been provided (Bomgar.incidents and Bomgar.probsummary) in the integration unload.

HPSM Integration Link Records Form

  1. In the Service Manager client select Menu Navigation > Tailoring > Tailoring Tools > Links.
  2. Search for the incidents link record.
  3. Add two new link lines:
    • Select the first empty line and choose the option Select Line. This will bring up the detail window.
    • The first line added to the incidents link record will display the data from the bomgarsession file. (Copy the information from the screenshot on the right).

HPSM Integration Link Records Form Expression Entry

    • Select the next empty line and choose the option Select Line. This will bring up the detail window.
    • The second link allows access to the selected record when double clicked. (Copy the information from the screenshot on the right.)

 

HPSN Integration Link Record Form

  1. Save the link line and save the link record.
  2. In the Service Manager Client select Menu Navigation > Tailoring > Tailoring Tools > Links.
  3. Search for the probsummary link record.
  4. Add two new link lines:
    • Select the first empty line and choose the option Select Line. This will bring up the detail window.
    • The first line added to the probsummary link record will display the data from the bomgarsession file. (Copy the information from the screenshot at right.)

HPSM Integration Link Record Form

    • Select the next empty line and choose the option Select Line. This will bring up the detail window.
    • The second link allows access to the selected record when double clicked. (Copy the information from the screenshot at right.)
  1. Save the link line and save the link record.

Modify Format Records

Add Bomgar Support Sessions tab to interaction and incident forms as needed. The formats that are provided are: bomgar.IM.update.incident, bomgar.IM.close.incident and bomgar.SD.update.interaction. These are copies of the Out-of-the-Box formats and should be used as examples, or can be used to replace existing formats: IM.update.incident, IM.close.incident and SD.update.interaction.

Interaction Form:

HPSM Forms Designer Interaction Form

Incident Form:

HPSM Forms Designer Incident Form

  1. In the Service Manager client select Menu Navigation > Tailoring > Forms Designer.
  2. If this is an Out-of-the-Box installation, the forms provided should be renamed to the original names.
    1. Enter form name (ex. IM.update.incident)
    2. Chose option: Copy/Rename
    3. Enter new name to back up existing form (ex. IM.update.incident.OOB)
    4. Select rename
    5. De-select link and format Control checkboxes.
    6. Click on check box to save format with new name.
    7. Click OK
    8. Enter name of form provided by the integration unload (ex. Bomgar.IM.update.incident)
    9. Chose option: Copy/Rename
    10. Enter new name to back up existing form (ex. IM.update.incident)
    11. Select Rename
    12. Click OK
    13. Repeat as necessary for all formats (IM.close.incident and SD.update.incident) that contain or will need the new display for support sessions.
  3. If this is a modified installation then alter existing forms to add new tab. (repeat to add to as many forms as needed)
    1. Enter form name (ex. bomgar.IM.update.incident).
    2. Click Design.
    3. Click on the tab Support Sessions and use Control-C.
    4. Click cancel.
    5. Click Ok.
    6. Enter name of form to add Bomgar tab.
    7. Click Design.
    8. Click on the notebook to add the Bomgar tab to all forms as needed.
    9. Add tab using Control-V.
    10. Change tab order as needed.
    11. Click Ok
    12. Click Ok.

Note: Updating the forms for version 9.2 requires the copy and paste to be done on the contents of the tab, not the tab itself. A group will need to be created, named Support Sessions. Then paste the data into that group as needed.

The operator form has been altered to store the newly added field for the Bomgar ID. This ID can be placed anywhere that makes sense for your implementation. The bomgar.operator.g format in the unload file is a copy of the Out of the Box operator.g format.

  1. In the Service Manager client select Menu Navigation > Tailoring > Forms Designer.
  2. Search for the operator.g format record.

HPSM Forms Designer Operator Fields Section

  1. Add fields to form:
    • Label: Bomgar ID:
    • Text field: input: bomgar.id

Modify Menu Records

You must add access to the environment to an existing menu record to display on the environments section. Example provided is a copy of Out-of-the-Box menu ENV RECORDS.

Menu Records Form

  1. In the Service Manager client select Menu Navigation > Tailoring > Tailoring Tools > Menus.
  2. Enter Bomgar ENV RECORDS.
  3. Click Search.
  4. Using the current record as an example with line 13, add this data as needed for the existing implementation.

Modify Environment Record

The environment record stores the URL path to the Bomgar service, the initial queue to access when opening a ticket using ESS as well as the username and password to connect to the Bomgar API. You must change these items to allow access as needed after completing the installation .

HPSM Environment Record Form

  1. In the Service Manager client select Menu Navigation > System Administration > Ongoing Maintenance > Environment Records > Bomgar Support Integration.
  2. Update information as needed.