Perform the Initial Remedyforce Setup in Salesforce

IMPORTANT!

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

Install Bomgar Integration Managed Package

Note: You can obtain the managed package URL from your Bomgar Integration Consultant.

Enter the managed package installation URL into the browser, then click the Continue button.

  1. On the Approve Package API Access screen, click the Next button.
  2. On the Choose a Security Level screen, select the radio button labeled Select security settings and choose for admin only.
  3. Click the Install button to install the package.

Create New Remote Site

In Salesforce.com, click the link labeled Sales in the upper-right of the screen, and select Bomgar Integration.

Under Administer > Security Controls > Remote Site Settings, click New Remote Site.

Enter Bomgar in the field labeled Remote Site Name, and enter https://your.bomgarappliance.address in the field labeled Remote Site URL, then click Save.

Set Up Integration Mapping

In Salesforce.com, under Develop > Custom Settings, click the Manage link next to the item labeled Integration Mapping.

Click the New button directly above the list of settings.

Enter the following from the table below, then click the Save button:

Field Label Value
Name 500
Bomgar Field Name external_key
Salesforce Field Name Case__c

Install Bomgar Integration Unmanaged Package

Enter the unmanaged package installation URL into the browser, then click the Continue button.

  1. On the Approve Package API Access screen, click the Next button.
  2. On the Choose a Security Level screen, select the radio button labeled Select security settings and choose for admin only.
  3. Click the Install button to install the package. If the installation completes successfully, you should see an Install Complete message.

Note: You can obtain the unmanaged package URL from your Bomgar Integration Consultant.

Customize Case Page Layout

In Salesforce.com, under Customize > Cases > Page Layouts, click the Edit button next to Case Layout.

In the Menu Box at the top, select Buttons, then drag the Generate Session Key or Bomgar Session Key button to the Custom Buttons section. Note that these two buttons are different. See below:

  1. Generate Session Key – generates the session key server-side via the Bomgar Command API and provides the user with a dialogue containing three things: 1) session key; 2) session key URL; 3) email session key to customer button
  2. Bomgar Session Key – generates a session key URL via the Bomgar Scripting API that essentially launches the rep console where the standard rep console session key dialogue is displayed.

In the Menu Box at the top, select Related Lists, then drag the Bomgar Sessions related list to the related lists section.

Scroll down the page and find the Bomgar Sessions section under Related Lists, and click the wrench icon to edit the Bomgar Sessions Related List Properties. Add the following fields from Available to Selected in this order:

  1. Primary Customer
  2. Primary Representative
  3. Start Time
  4. End Time
  5. Duration

Sort By Start Time, Descending, then click the OK button.

In the Menu Box at the top, select Buttons again, and disable the New button.

Click Save in the Menu Box at the top to save the layout.

Add Case Field to Bomgar Session Layout

Ensure the Bomgar Integration app is selected then click the Bomgar Sessions tab, click the Go button, then click on the Name of a session to view the detail.

Click the Edit Layout link above the session detail.

Drag the Case Field to the Bomgar Session Detail section.

Click the Save in the Menu box at the top to save the layout.

Add Bomgar Username to the User Layout

In Salesforce.com, under Customize > Users > Page Layouts, click the Edit button next to User Layout.

Drag the Bomgar Username Field to the Additional Information section.

Click the Save in the Menu Box at the top to save the layout.

Assign Permission Sets

In Salesforce.com, under Administration Setup > Manage Users > Permission Sets, click Bomgar Representative – Bomgar Case Representative. Click the Manage Assignments button, then use the Add Assignments button to assign this permission set to the appropriate users.

Note: The Bomgar Representative - Bomgar Case Integration permission set should be assigned to anyone who needs access to view Bomgar session data.

Create New Bomgar Site

In Salesforce.com, under Develop > Sites, click the New button.

Enter the following, then click the Save button:

Field Label Value
Site Label Bomgar
Site Name Bomgar
Active Checked
Default Web Address Bomgar
Active Site Homepage Search for SiteLogin and add it

Click the name of the site you just added.

Click the Edit button next to Site Visualforce Pages and add BGIntegration.SessionUpdateHandler to the list of Enabled Visualforce Pages.

Ensure that the site is Activated.

Add Bomgar Appliance

In Salesforce.com, select Bomgar Integration from the button in the far, upper-right.

Click the Configuration tab, then click the New button.

Enter the following, then click the Save button:

Field Label Value
Appliance Name Default
Hostname server.bomgar.com
Username/Password credentials for Bomgar API user
Import System Information checked if the customer wants to pull in System Information

Verify BMC Remedyforce Is Installed

  1. In the Salesforce interface, click Setup > App Setup > Installed Packages.
  2. Verify that BMC Remedyforce is installed.