Configure Smart IT for the Integration between BMC Remedy and Bomgar Remote Support

IMPORTANT!

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

If your environment has Smart IT available, there are a few use cases that can be implemented within Smart IT.

Generate Bomgar Session Key

SmartIT Screen Configuration

  1. Log into Smart IT as an admin user (<protocol>://<mid-tier-server>:<port>/ux/smart-it/#/).
  2. Navigate to Configuration > Screen Configuration.

 

SmartIT Incident View

  1. In the Incident View section, select Add/Remove Actions.

 

SmartIT Incident View - Add/Remove Actions

  1. Create a new action with the following settings:
    1. Action Type: Client-side URL
    2. Supported Platforms: Desktop Web (UC)
    3. URL/URI: https://<bomgar-hostname>/api/client_script?public_portal_hostname=<bomgar-public-portal-hostname>&type=rep&operation=generate&action=generate_session_key&session.custom.external_key=[id]
    4. Open Behavior: New Browser Window
    5. Default Label Text: Generate Bomgar Session Key
  2. Save the action.

 

Leverage SmartRecorder to Create Incidents

Bomgar 15.1 and later

  1. Log into the Bomgar /login interface as an admin user.
  2. Browse to Rep Console > Custom Links.
  3. Under Rep Console :: Custom Links, click Create New Custom Link.
  4. Create a link with the following settings:
    1. Name: Create Incident via BMC Smart IT
    2. URL: <protocol>://<mid-tier-server>:<port>/ux/smart-it/#/create/smart-recorder?customer=%CUSTOMER.NAME%&desc=%SESSION.DETAILS%
  5. Click Add Custom Link to save the new link.

Bomgar 15.0 and earlier

  1. Log into the Bomgar /login interface as an admin user.
  2. Browse to Configuration > Options > Representative Console :: Custom Link.
  3. Set the URL to <protocol>://<mid-tier-server>:<port>/ux/smart-it/#/create/smart-recorder?customer=%CUSTOMER.NAME%&desc=%SESSION.DETAILS%
  4. Click Save.