Configure the Autotask Plugin for Integration with Bomgar Remote Support

Now that you have configured Autotask and the Bomgar Appliance, deploy and configure the Autotask plugin. For additional information about working with the Bomgar Middleware Engine, please see the Bomgar Middleware Engine Configuration document.

  1. Copy the provided plugin zip file to the server hosting the Bomgar Middleware Engine.
  2. Unzip the plugin zip file to the Plugins folder in the directory where the Bomgar Middleware Engine is installed.
  3. Restart the Bomgar Middleware Engine Windows service.
  4. From the server, launch the middleware administration tool. The default URL is http://127.0.0.1:53231.
  1. The Autotask Plugin shows in the list of plugins. Click the clipboard icon to add a new configuration.

Bomgar Appliance

The first portion of the plugin configuration provides the necessary settings for communication between the plugin and the Bomgar Appliance. The configuration sections include:

Plugin Configuration

  1. Plugin Configuration Name: Any desired value. Because multiple configurations can be created for a single plugin, allowing different environments to be targeted, provide a descriptive name to indicate how this plugin is to be used.
  2. Appliance Id: This can be left as Default or can be given a custom name. This value must match the value configured on the outbound event URL in the Bomgar Appliance. If outbound events are not being used, this value is still required, but any value may be used.
  3. Bomgar Appliance Host Name: The hostname of the Bomgar Appliance. Do not include https:// or other URL elements.
  4. Bomgar Integration API User Name: The username of the API service account created on the Bomgar Appliance.
  5. Bomgar Integration API Password: The password of the above user.
  6. Disabled: Enable or disable this plugin configuration.
  7. Allow Invalid Certificates: Leave unchecked unless there is a specific need to allow. If enabled, invalid SSL certificates are allowed in calls performed by the plugin. This would allow, for example, self-signed certificates. This is not recommended in production environments.
  8. Use Non-TLS Connections: Leave unchecked unless it is the specific goal to use non-secure connections to the Bomgar Appliance. If checked, TLS communication is disabled altogether. If non-TLS connections are allowed, HTTP access must be enabled on the Bomgar /login > Management > API Configuration page. Using non-secure connections is discouraged.
  9. Outbound Events Types: Specify which events the plugin processes when received by the middleware engine. Keep in mind that any event types selected here must also be configured to be sent in Bomgar. The middleware engine receives any events configured to be sent in Bomgar but passes them off to the plugin only if the corresponding event type is selected in this section.
    1. Support Session End
    2. Customer Exit Survey is Completed
    3. Representative Survey is Completed
  10. Polling Event Types: If network constraints limit connectivity between the Bomgar Appliance and the middleware engine such that outbound events cannot be used, an alternative is to use polling. The middleware engine regularly polls the Bomgar Appliance for any sessions that have ended since the last session was processed. At this time, only the Support Session End event type is supported.

    Note: One caveat to polling behavior versus the use of outbound events is that if a session has ended but the customer exit survey has not yet been submitted within the same polling interval, the customer exit survey is not processed. This does not apply to representative surveys since the session is not considered to be complete if a representative survey is still pending.

  11. Polling Interval: Enter only if polling is used. This determines how often the middleware engine polls the Bomgar Appliance for sessions that have ended.

Autotask Instance

The remainder of the plugin configuration provides the necessary settings for communication between the plugin and the Autotask instance. The configuration settings include:

  1. Autotask Services URL: The services URL for the Autotask instance (e.g., https://webservices<#>.autotask.net/atservices/1.5/atws.asmx, where <#> is the same number found in the URL used to access the Autotask web interface (e.g., https://ww<#>.autotask.net).

    AutoTask Plugin

  2. Autotask Username: The username of the API account.
  3. Autotask Password: The password of the above user.
  4. Autotask Note Type: The type of note used for Bomgar Session information (default value is 1).
  5. Autotask Update Time Entry: Choose if you want the integration to create time entries based on the session duration and primary representative.
  6. Autotask Publish Notes as Public: If enabled, notes are published as public notes, meaning that they can be seen by end-users.
  7. Time Entry Default Data: Only used if Autotask Update Time Entry is enabled. This setting contains a JSON string used to represent default data passed for certain fields when creating the time entry. Most can be left 'null', but a few are required.
    1. Enable Automatic Ticket Creation on Session Start: When a session starts that is not already tied to an existing ticket, a ticket is automatically created.
    2. Note: This setting requires an external key to be formatted in a JSON string when the representative first joins the session and also requires the plugin to accept the Someone Joins a Support Session outbound event.
    3. Ticket Default Data: This setting should be used only if automatic ticket creation is enabled. This setting contains a JSON string used to represent the default data passed for certain fields when creating a ticket. Any values provided in the external key override the corresponding default value provided here.

    4. defaultDomain: To identify a user in Autotask which matches the primary representative in the session, the Bomgar username is combined with this default domain to construct an email address. The email address should match a user in Autotask.
    5. roleName: This is a required field for time entry creation. The supplied role name must be a role in which any common Bomgar/Autotask users are members.
    6. summaryNotes: This is also a required field for time entry creation. The value supplied is used for all sessions.

After saving the configuration, click the test icon next to the new plugin configuration. No restart is needed.

Report Templates

On the Bomgar Middleware Engine server, in the <install dir>\Plugins\<integration>\Templates folder, there are multiple files ending with *.hbs. These files are used by the plugin to format the textual session report and exit surveys that are added to the corresponding ticket each time a Bomgar session ends or each time a survey is submitted. The templates can be edited if desired.

Note: If changes need to be made to a template, it is a good idea to first back up the original in case the changes ever need to be reverted.

For additional information on Handlebars templates, see handlebarsjs.com.