Create Ticket Rule to Email Bomgar Session Request

After the appropriate fields have been added, these fields must be activated by configuring the appropriate ticket rules. Once you have configured the ticket rules, Dell KACE ticket owners will be able to invite ticket submitters to Bomgar sessions by email and to generate Bomgar session keys by using the ticket interface within KACE.

Email Invite

The Email Invite rule makes the Email Bomgar Invite ticket field send a link via email to the submitter of the associated ticket to start a Bomgar session.

  1. Navigate to Service Desk > Configuration and select the desired queue.
  2. Click Customize from the Custom Ticket Rules section.
  3. Click the Choose Action dropdown and select Add Ticket Rule.
  4. Click Next and then click Done.
  5. Configure Ticket Rule settings.
    1. For the Title(Label), enter Email Bomgar Invite.
    2. For the Frequency, select on Ticket Save.
    3. For the Select Query, delete all the existing content and paste over it with the following:

      select

      HD_TICKET.*,

      owner.EMAIL as OWNER_EMAIL,

      if ((LENGTH(owner.FULL_NAME) = 0), owner.USER_NAME,owner.FULL_NAME) as OWNER_NAME, submitter.EMAIL as SUBMITTER_EMAIL

      from

      HD_TICKET

      left outer join USER owner on owner.ID = HD_TICKET.OWNER_ID

      left outer join USER submitter on submitter.ID = HD_TICKET.SUBMITTER_ID

      where

      HD_TICKET.CUSTOM_FIELD_VALUE0 = TRUE

    4. Refer to the number of the Email Bomgar Invite custom field in the Custom Fields section, subtract 1 from this number and use it to replace the number at the end of CUSTOM_FIELD_VALUE0 in the Select Query above.

      Note: You can make reference to the custom field's number in a separate tab on the Service Desk > Configuration > Queues > exampleQueue > Customize Fields and Layout page.

      Email Rule Detail

    5. Check the Results are tickets, add a comment to each one checkbox, enter Bomgar session has been requested via email for the Comment and check the Owners Only checkbox.

      Email Rule Detail

    6. Check the Send an email for each result row checkbox, enter Remote Support Invite - [TICK:$id] : $title for the Subject field, SUBMITTER_EMAIL for the Email Column field and $owner_name would like to start a support session with you. To do so, please click this link: http://BOMGARURL/api/start_session?issue_menu=1&customer.name=$submitter_email&session.custom.external_key=TICK:$id for the Email Body, where BOMGARURL is the URL of the Bomgar Appliance.

      Email for Each Result Row

      Note: The parameters customer_name and external_key have been deprecated as of 14.2 and have been replaced with the parameters above. Also, the file extension .ns has been deprecated from the start_session API call. However, these deprecated methods are still available for backward compatibility.

    7. For the Update Query box, delete all the existing content and paste the following over it:

      update HD_TICKET as T

      set T.CUSTOM_FIELD_VALUE0=FALSE

      Email for Each Result Row

    8. Change the CUSTOM_FIELD_VALUE of the Update Query above to match that of the Select Query further up the page.
    9. Scroll to the bottom of the page and click Save.

When the above steps are complete, checking the Email Bomgar Invite checkbox in KACE tickets will send an email with a link to start a Bomgar Session to the submitter of the ticket when the ticket is saved.

Get Key

This ticket rule activates the Get Bomgar Key link in KACE tickets to allow ticket owners to quickly generate Bomgar session keys by clicking the link.

  1. Navigate to Service Desk > Configuration > Queues and select the approprate queue.
  2. Select Customize from the Ticket Rules section, click the Choose Action dropdown and select Add Ticket Rule.
  3. Click Next and then Done.
  4. Configure the basic ticket rule settings:
    1. For the Title, enter Get Bomgar Key.
    2. For the Frequency, select on Ticket Save.

      Get Bomgar Key Link Rule

  5. For the Select Query dialog box, enter:

    select

    HD_TICKET.*,

    owner.EMAIL as OWNER_EMAIL,

    if((LENGTH(owner.FULL_NAME)=0), owner.USER_NAME,

    owner.FULL_NAME) as OWNER_NAME,

    submitter.EMAIL as SUBMITTER_EMAIL

    from

    HD_TICKET

    left outer join USER owner on owner.ID=HD_TICKET.OWNER_ID

    left outer join USER submitter on submitter.ID=HD_TICKET.SUBMITTER_ID

Get Bomgar Key Link Rule

  1. For the Update Query dialog box, enter:

    update HD_TICKET as T

    set T.CUSTOM_FIELD_VALUE0=

    concat('https://bomgar.example.com/api/client_script?type=rep&operation=generate&action=generate_session_key&session.custom.external_key=TICK:',T.ID) where T>HD_QUEUE_ID=X

    Get Bomgar Key Link Rule

    Note: As of 14.2, the file extension .ns has been deprecated from the client_script API call. However, it is still available for backward compatibility.

  2. Subtract 1 from the CUSTOM_# value of the Get Bomgar Key Custom Field and replace CUSTOM_FIELD_VALUE0 above with the result.

    Set Custom Field Value

    Example: The necessary field value can be found under Service Desk > Configuration > Queues on the Customize Fields and Layout page of the queue. If the custom field value were CUSTOM_3, for instance, the the ticket rule should use CUSTOM_2 in the SQL queries.

  3. Replace bomgar.example.com above with the URL of the Bomgar Appliance and replace X with the queue id for the queue being modified. To find the queue id:
    1. Navigate to Service Desk > Configuration > Queues.
    2. Right-click the desired queue, copy the URL and paste it in the address bar of the browser.
    3. The queue ID is the number at the end of the URL.

      Copy Queue URL

  4. Scroll to the bottom of the page and click Save.

When the above configuration is complete, Dell KACE tickets for the configured queue(s) should allow the owner to click the Get Bomgar Key link to quickly launch the Bomgar Rep Console and provide a Bomgar session key for copy/pasting, or reading over the phone.