Dell KACE Integration Guide

This document provides the configuration items and necessary steps to integrate Bomgar with the service desk, inventory, and scripting capabilities of the Dell KACE K1000 Management Appliance. The functionality provided once this integration is complete is described below. For demonstrations, please refer to the Bomgar Dell KACE integration videos on YouTube: youtube.com/user/BomgarBox/videos?query=kace.

Core Features

The core features available to all Bomgar customers (including those using the hosted Bomgar support site kace.bomgar.com) are as follows:

  1. Support technicians can email a Bomgar remote support session link to end-users from Dell KACE tickets. To do this they can open the ticket in Dell KACE, check the Email Bomgar Invite checkbox, and save the ticket. The K1000 will then send an email to the submitter of the ticket with a link to download a Bomgar customer client. Once the user installs the Client, it will generate a new session in the ticket owner's personal Bomgar session queue.

    Note: For details about KACE tickets, see Managing Service Desk Tickets, Processes, and Reports in the K1000 Service Desk Administrator Guide.

  2. KACE Service Desk tickets will automatically email a Bomgar session link to the ticket Submitter when the ticket is opened or closed. The recipient can then use this link to run a Bomgar customer client and start a Bomgar session with the Rep Console of the KACE ticket Owner.

    Note: For details about KACE tickets, see Managing Service Desk Tickets, Processes, and Reports in the K1000 Service Desk Administrator Guide.

  3. Bomgar will update KACE Service Desk tickets with the Session Events of any associated Bomgar remote support sessions. This association occurs via the Bomgar External Key field. The External Key is automatically populated for sessions started from a Dell KACE ticket, but it can also be manually edited from within the Bomgar session. Once the session ends, Bomgar will automatically update the appropriate ticket with the events of the session. These events include a full chat transcript, a session recording link, and system information, among others.
  4. Support technicians can quickly open KACE tickets from within Bomgar support sessions using an embedded Bomgar Custom Link button located above the Bomgar session chat window. If a KACE ticket has been keyed to the Bomgar session, the Link will open the KACE ticket. If there is no KACE ticket keyed to the session, the Link will automatically load the KACE interface for creating a new ticket.
  5. Support technicians can start a Bomgar remote support session to any KACE-managed remote system using a K1000 Bomgar session KScript. This KScript works on any KACE-managed Windows or Mac system. When the Script executes on the remote host, it will automatically connect back to the Bomgar Rep Console using the configured Bomgar Queue.

    Note: For details on KScripts, see the Using Scripting chapter in the K1000 Administrator Guide.

  6. Support technicians can use the K1000 Inventory to start a Bomgar Pushed Session (see Self Service Center) from the local system's Rep Console to a remote, KACE-managed system. This does not require a pre-installed client but it will not work outside the internal network or for machines not running Windows.

    Note: For details about the KACE™ Inventory feature, see Managing Computer Inventory in the K1000 Administrator Guide.

On-Site Appliance Features

Bomgar customers who own a Bomgar Appliance installed on-site will have access to these additional features:

  1. Administrators can mass deploy Bomgar Jump Clients to any or all KACE-managed systems using either a KScript (for Windows) or a Managed Installation (for Mac).
    • The KScript can be run on any or all Windows targets managed by KACE to automatically and silently install a Jump Client using a Bomgar Jump Client installer. To avoid duplicating Jump Clients, the Script can be configured with a K1000 Smart Label to automatically filter out all machines which already have Jump Clients installed. Once done, the Script can be placed on a schedule to auto-install Bomgar Jump Clients on all KACE-managed systems which do not yet have one.
    • Bomgar's Mass Deploying to Mac through Dell KACE whitepaper describes how to configure a KACE Managed Installation to deploy both Bomgar Jump Clients and Rep Consoles to Mac through KACE. Similarly to the KScript for Windows, Bomgar recommends limiting the installation to a Smart Label which is configured to filter out machines which already have Jump Clients installed.

      Note: For information on Smart Labels, search the K1000 Administrator Guide for Smart Labels.

  2. Support technicians can start a Bomgar Jump Client session with KACE-managed systems from the K1000 Inventory using KACE Machine Actions. Jump Clients must be pre-installed, but they support multiple platforms and work on external networks. To start the session, technicians can load the K1000 Inventory, locate the desired system, and select the Bomgar Jump Client Machine Action. This will download a Bomgar script which starts the session from the local machine's Rep Console to the Jump Client on the target system.
  3. Support technicians can generate a Bomgar session key from their KACE Service Desk tickets via an embedded hyperlink. The Link will launch a script download on the local machine to automatically generate the Key from the Bomgar Rep Console. The URL encoded version of the Key can be sent by chat or email and the 7-digit version can be read over the phone for entry on the Bomgar Appliance Public Site.

Requirements

Bomgar integration features for the Dell KACE K1000 management appliance have certain requirements which must be met a) by the K1000 and b) by Bomgar.

The Bomgar requirements vary depending on whether an on-site Bomgar Appliance has been purchased or whether the Bomgar promotional kace.bomgar.com hosted site is being used. Regardless of this, the K1000 appliance requirements are the same.

Bomgar customers using kace.bomgar.com will need to follow the initial configuration steps on the Dell KACE Configuration page of the Bomgar Self Service Center.

Bomgar customers using a purchased, on-site appliance require the following:

  1. The appliance must be installed and running v13.1.1 or greater.
  2. The appliance must have a working DNS hostname which loads in a Web browser.
  3. The appliance must be configured with a working SMTP server.
  4. At least one user must be able to login to the Bomgar Rep Console and access remote, KACE-managed systems with it.

The following requirements must be met by the Dell KACE K1000 appliance:

  1. The appliance must be installed and running v5.4.70402 or greater.
  2. The appliance must have a working hostname which loads in a Web browser.
  3. The K1000 Service Desk must be able to send email and create new incidents from inbound email.
  4. The K1000 Inventory must be functional and at least one working Mac and/or Windows machine should be checked-in with an active AMP connection to the K1000.

    With the exception of the Bomgar Pushed Session Device Action, all of the KACE integration features can be configured to support both Windows and Mac clients as necessary. Though not required, this guide assumes that at least one instance of each is available for testing. Sometimes the number of Macs managed through KACE and/or supported with Bomgar is insufficiently significant to warrant the configuring and testing this integration on that platform. If this is the case, simply skip the Mac-specific steps in this guide.

If one or more of the above requirements either for Bomgar or the K1000 are not met, then one or more of the Bomgar integration features will not function. If these requirements have been met and the proper setup procedures have been followed yet a specific feature is still not working, contact Bomgar Support for assistance at bomgar.com/support.