Configure Autotask for Integration with Bomgar Remote Support

The Autotask integration includes a few LiveLinks which must be created in Autotask for generating session keys and launching a Jump session to a Configuration Item.

Create an API User

Admin > Resources (Users)

  1. In Autotask, go to Admin > Resources (Users).
  2. Click the New button.
  3. Create a user with the System Administrator security level.

 

Create Bomgar Application

LiveLinks Designer: Applications

  1. In Autotask, go to Admin > Extensions & Integrations > Autotask Add-ons > LiveLinks Designer.

     

    LiveLinks Designer: New Application

  2. On the Applications tab, click the New button.
  3. Enter Bomgar as the application name.
  4. Click Save and Close.

 

Create the Bomgar Jump LiveLink

LiveLinks Designer: New

  1. In Autotask, go to Admin > Extensions & Integrations > Autotask Add-ons > LiveLinks Designer.
  2. On the LiveLinks tab, click the New button.

     

  3. Create the LiveLink with the following settings:
    Field NameField Value
    LiveLink NameBomgar Jump To CI
    LabelBomgar Jump To CI
    DescriptionBomgar Jump To CI
    Active[checked]
    CategoryService Desk
    LiveLink Application NameBomgar
    EntityTicket
    Base URLhttps://<bomgar-appliance-host>/api/client_script.ns
    Querystring Values?type=rep&operation=generate&action=start_pinned_client_session&search_string=<UDF-Device Name(ATG_InstalledProduct)>&session.custom.external_key=<TICKETID>
  4. On the Configuration tab, ensure both Ticket Details Window - Service Desk and Ticket Grid - Service Desk are checked.
  5. Click Save and Close.

    Publish LiveLink

  6. Right-click the LiveLink in the list and select Publish LiveLink.

     

     

    LiveLink Publication

  7. Using the Security Levels, Departments, and/or Resources tabs, select the appropriate groups or users that should be able to view and use the LiveLink.
  8. Click Save and Close to publish the LiveLink.

 

Create the Bomgar Session Key LiveLink

  1. Create another LiveLink with the following settings:
    Field NameField Value
    LiveLink NameBomgar Session Key
    LabelBomgar Session Key
    DescriptionGenerate Bomgar Session Key
    Active[checked]
    CategoryService Desk
    LiveLink Application NameBomgar
    EntityTicket
    Base URLhttps://<bomgar-appliance-host>/api/client_script.ns
    Querystring Values?type=rep&operation=generate&action=generate_session_key&session.custom.external_key=<TICKETID>
  2. On the Configuration tab, ensure both Ticket Details Window - Service Desk and Ticket Grid - Service Desk are checked.
  3. Click Save and Close.
  4. Follow the same steps as with the previous link to select the appropriate groups and users, and then publish the LiveLink.