Install and Set Up the Bomgar for Remedyforce Integration

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

  1. Please contact Bomgar for the managed package installation URL.
  2. Enter the provided URL for Bomgar for Remedyforce into your browser.

Note: You will be taken to the Salesforce login screen. Use your system administrator credentials to log into your Salesforce Org. If installing into a sandbox environment, please make sure to use the correct credentials and URL.

  1. On the Package Installation Details screen, verify the information and click Continue.

Package Installation Details

  1. Install the Bomgar for Remedyforce AppExchange package.
  2. Approve Package API Access and click Next.

Approve Package API Access

  1. On Step 2, Choose security level, select Select security settings.

Choose Security Level

  1. For profiles that require access to the Bomgar for Remedyforce application, select the Bomgar User profile.
    1. For system administrators, select Full Access.
    2. For Remedyforce staff users (i.e., change manager and staff), select Bomgar User.
  2. For users that access the Remedyforce self-service portal, select the Bomgar Client profile.

Select Access Level

  1. Click Next.
  1. On Step 3, Install Package, click Install.

Install Package

  1. If the installation is successful, you will see the below screen.

Install Complete

  1. In Salesforce, click on the Applications dropdown and select Bomgar for Remedyforce.

Bomgar for Case

  1. Click on Setup > Administration Setup > Security Controls > Remote Site Settings.
  2. Click New Remote Site.

All Remote Sites

  1. You will now be taken to a screen to enter information for your Bomgar Appliance.
    1. Enter the Remote Site Name, i.e., Bomgar Appliance.
    2. Enter the URL for your Bomgar Appliance, i.e., https://support.example.com.

Remote Site Edit

  1. Click Save.
  1. Next, go to Setup > App Setup > Customize > Users > Page Layouts.

User Page Layouts

  1. At this point, you can choose to assign the packaged Bomgar / Remedyforce User Layout or update the current User Layout.
    • For this document, we will be modifying the current User Layout.
  2. Next, edit the User Layout page layout.
  1. Create a new section on the page layout called Bomgar Settings.

Section Properties

  1. After using the above settings, click OK.
  1. Next, copy the Bomgar Username field to the Bomgar Settings section.

Edit Page Layout

  1. Click Save.
  1. Click on the Bomgar Settings tab.
    • On initial load of the Settings menu, the required data records will be created for Remedyforce and the Bomgar settings.

Bomgar Settings

  1. Once the Bomgar Settings menu opens, enter your Bomgar Appliance settings and choose the session data that you want to track within an Incident or Task.

Bomgar Integration Settings

  1. Click Apply.
  2. Click Test Connectivity.
  1. If connectivity has been made to the Bomgar Appliance, you will see a screen similar to the one below.

Connection Successful

  1. Next, update the user records with the correct Bomgar usernames.
  1. Next, edit the Sites settings.
  2. Go to Setup > App Setup > Develop > Sites.
  3. If no sites are configured, click New.

Sites

  1. In this example, we will modify the current Remedyforce "SelfService" site. Click on the SelfService label for the site.
  1. Next, select Edit next to Site Visualforce Pages.

Site Visualforce Pages

  1. Next, select the following pages and move to the Enabled Visualforce Pages.
    1. BomgarRF.Bomgar_ClickToChat
    2. BomgarRF.Bomgar_WebView

Enabled Visualforce Pages

  1. Click Save.
  1. You should now see BomgarRF.Bomgar_ClickToChat and BomgarRF.Bomgar_WebView in the list of Visualforce pages.

Site Visualforce Pages