Configure the BMC Remedy Plugin for Integration with Bomgar Remote Support

Now that you have configured BMC Remedy and the Bomgar Appliance, deploy and configure the BMC Remedy 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 BMC Remedy 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.

BMC Remedy Instance

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

  1. BMC Remedy Services URL: URL of the AR Service for the BMC Remedy instance (e.g., https://remedy.example.com/arsys/services/ARService).
  2. BMC Remedy Username: The username of the API account.
  3. BMC Remedy Password: The password of the above user.
  4. BMC Remedy AR Server: The name of the AR/app server instance.
  5. Session Reports Storage: Populate the session reports into the Bomgar Sessions tab, as a Work Note, or both.

    The following settings apply only if Session Reports Storage is set to Work Notes or Both:

    1. Work Info Source: The default value for the Source field on the Work Note (e.g., Email, Phone, Web, Other, etc.).
    2. Work Info Type: The default value for the Type field on the Work Note. The name should contain no spaces or other non-alpha characters (e.g., CustomerCommunication, GeneralInformation, IncidentTaskAction, etc.).
    3. Publish as Public Notes: Specifies whether to publish the notes as public or not.
    4. Lock Log: Specifies whether to lock the work log or not.

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.