Configure the BMC FootPrints 11 Plugin for Integration with Bomgar Remote Support

Now that you have configured BMC FootPrints 11 and the Bomgar Appliance, deploy and configure the BMC FootPrints 11 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. Extract 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 FootPrints 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:

  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 OAuth Client ID: When using API accounts in Bomgar Remote Support 16.2.1 or newer, this field should contain the Client ID of the OAuth account.
  5. Bomgar Integration API OAuth Client Secret: When using API Accounts available in Bomgar Remote Support 16.2.1 or newer, this field should contain the client Secret of the OAuth account.
  6. Bomgar Integration API User Name: If using a Bomgar Remote Support version prior 16.2.1, this field should contain the username of the API service account created on the Bomgar Appliance.
  7. Bomgar Integration API Password: If using a Bomgar Remote Support version prior 16.2.1, this field should contain the password of the above user.
  8. Locale Used for Bomgar API Calls: This value directs the Bomgar Appliance to return session data in the specified language.
  9. Disabled: Enable or disable this plugin configuration.
  10. 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.
  11. 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.

    Note: When using OAuth authentication, TLS cannot be disabled.

  12. 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
  13. 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.
  14. Polling Interval: Enter only if polling is used. This determines how often the middleware engine polls the Bomgar Appliance for sessions that have ended.
  15. Retry Attempt Limit: Enter the number of retries that can be attempted if the plugin fails to process an event.
  16. Retry Outbound Event Types: Specify which outbound events the plugin retries if it fails to process the event.
  17. Retry Polling Event Types: Specify which polling events the plugin retries if it fails to process the event.

BMC FootPrints 11 Instance

The remainder of the plugin configuration provides the necessary settings for communication between the plugin and the BMC FootPrints 11 instance. The configuration settings include:

Plugin Settings

  1. BMC FootPrints 11 Services URL: The MRWebServices URL for the BMC FootPrints 11 instance (e.g., https://footprints.example.com/MRcgi/MRWebServices.pl).
  2. BMC FootPrints 11 Username: The username of the API account.
  3. BMC FootPrints 11 Password: The password of the above user.

Save the configuration.

 

Test Settings and Generate HTML Content

Once the proper configuration has been entered and saved, use the tool's Test this Plugin Configuration function to verify the settings. In addition to verifying settings for both Bomgar and FootPrints, the page outputs several snippets of HTML, JavaScript, and CSS that are used in the creation of the UI elements within FootPrints.

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.