Configure BMC Remedy for Integration with Bomgar Remote Support

Integration between BMC Remedy and Bomgar Remote Support requires importing a collection of custom objects into the BMC Remedy environment. These include Filters, Active Links, Web Services, etc. The following steps outline this import and configuration process.

Initially, some manual steps must be taken before the bulk of the AR System items can be imported.

Import Forms

  1. Open BMC Remedy Developer Studio.
  2. From the main menu, select File > Import.
  3. Expand BMC Remedy Developer Studio.
  4. Select Object Definitions and click Next.
  5. Select the appropriate server and click Next.
  6. Select the Bomgar_Remedy_Int_With_Incident_V1.0.xml file from the appropriate location and click Next.

Import Objects

  1. From the XML file, add the following forms, removing all other items:
    1. COL:BGR:SessionDetail:Staging
    2. COL:BGR:Configuration:Params
    3. COL:BGR:Form:Setup_Template
  2. Select the following options:
    1. Replace Objects on the Destination Server
    2. Delete Excess Views
    3. Replace Application Owner
    4. Handle Conflicting Types: Display Conflict Error
  3. Click Finish.

    Note: The import process may take several minutes to complete. Upon successful completion, the above forms will have been imported into the AR System.

 

Update Existing Forms - HPD:Help Desk

Preferences Menu

Note: Before this operation, determine in which views the fields will be visible. To save time, it may be a good idea to set the Remedy Administrator preferences (in the Windows > Preferences menu) so that fields are not automatically added to all views. This way, fields are added only to the views to which they are pasted. Also, make sure to back up the Incident Form.

 

  1. Open the Incident form (HPD:Help Desk) in the Best Practices view in Developer Studio.
  2. Also open the newly imported COL:BGR:Form:Setup_Template.
  3. If the Incident form does not already have an overlay, select Forms > Create View Overlay from the menu.
  4. Add a new Panel with the following properties:
    1. ID: 800000001
    2. Name: COL_Pnl_Bomgar_Sessions
    3. Label: Bomgar Sessions
    4. Vislble: False
    5. Permission: Public
  5. Copy and paste the following fields from the Setup_Template form to the new panel on the Incident form.
    1. 800000002: COL_Tbl_Session_Summary
    2. 800000003: COL_Col_Session_ID
    3. 800000004: COL_Col_Start_Time
    4. 800000005: COL_Col_End_Time
    5. 800000006: COL_Col_Duration
    6. 800000007: COL_Col_File_Count
    7. 800000008: COL_Col_Representative
    8. 800000009: COL_Ctrl_Bomgar_Logo
    9. 800000010: COL_Char_Support_Session_Details

Bomgar Sessions Panel

  1. Once complete, the Bomgar Sessions panel should look similar to the screen shot. Save the form.

 

Add "Launch Bomgar Session Key" Link to Left Navigation

  1. Add the left navigation z2NF_LeftNavigation to the overlay and save it.
  2. Select the left navigation from the outline window and right-click it.

Edit Navigation Items

  1. Select Edit Menu / Navigation Items.
  2. In the Edit window, expand the Functions items to add a new item under this menu.
  3. Select the Functions menu and click Add Item.
  4. Once the item is added, select it and edit its properties to match the following:
    1. ID: 536870918
    2. Name: COL_z2NI_LaunchBomgarSession
    3. Label: Launch Bomgar Session Key
    4. Visible: True
    5. Permission: Public
  5. Save the Incident form.

Add Display-Only Fields

Display-Only Fields

  1. Copy the following display-only fields from the Setup_Template form to the bottom area of the Incident form:
    1. 536870914: z2tmp_LaunchURL
    2. 536870917: z2tmp_Launch_CI
    3. 536870919: z2tmp_SessionURL
  2. Save the form.

 

Add "Launch Bomgar Jump Client" Link to Left Navigation

  1. Select the left navigation from the outline window and right-click it.
  2. Select Edit Menu / Navigation Items.
  3. In the Edit window, expand the Functions items to add a new item under this menu.
  4. Select the Functions menu and click Add Item.
  5. Once the item is added, select it and edit its properties to match the following:
    1. ID: 536870913
    2. Name: COL_z2NI_Launch Bomgar CI
    3. Label: Launch Bomgar Jump Client
    4. Visible: True
    5. Permission: Public
  6. Save the Incident form.

Update Existing Forms - SRS:RequestDetail

  1. Open the Service Request Console form (SRS:RequestDetail) in SRS User view in Developer Studio.
  2. Also open the newly imported COL:BGR:Form:Setup_Template (SRM-RQC View).
  3. If the Service Request form does not already have an overlay, select Forms > Create View Overlay from the menu.
  4. Copy and paste the following fields from the Setup_Template form to the new panel on the Service Request form.
    1. 800000600: COL_Btn_Get_Support_Now
    2. 800000601: COL_VF_Launch_Support_Window
    3. 800000602: COL_Char_Mid-Tier_URL
    4. 800000603: COL_Char_Incident_Number

Request Details

  1. Once complete, the request details should look similar to the screen shot. Save the form.

 

Import Remaining Items

Once the manual steps above have been completed, the remainder of the package can be imported.

  1. From the main menu, select File > Import.
  2. Expand BMC Remedy Developer Studio.
  3. Select Object Definitions and click Next.
  4. Select the appropriate server and click Next.
  5. Select the Bomgar_Remedy_Int_With_Incident_V1.0.xml file from the appropriate location and click Next.
  6. Import all objects, making sure to select Replace Objects on the Destination Server.
  7. Click Finish.

    Note: The import process may take several minutes to complete. Upon successful completion, the required forms, workflows, and web services will have been imported into the AR System.

  8. Flush the Mid-Tier and browser caches, located at <protocol>://<mid-tier-server>:<port>/arsys/shared/config/config.jsp.

Configure the Integration

Configuration Parameters

  1. In a browser, open the Configuration Params form (<protocol>://<mid-tier-server>:<port>/arsys/forms/<AR-server-name>/COL:BGR:Configuration:Params).
  2. Add attribute details for the Bomgar Server attribute for both the Launch Session and Launch Bomgar CI (Jump Client) items.
  3. The Attribute Value should be https://<bomgar-site-hostname>.