Configure Bomgar for the BMC FootPrints 12 Integration

Several configuration changes are necessary on the Bomgar Appliance to integrate with BMC FootPrints 12. You must make these changes on each appliance for which you intend to create a plugin configuration, described in Configure the BMC FootPrints 12 Plugin for Integration with Bomgar Remote Support.

All of the steps in this section take place in the Bomgar /login administrative interface. Access your Bomgar interface by going to the hostname of your Bomgar Appliance followed by /login (e.g., https://support.example.com/login).

Verify That the API Is Enabled

Enable XML API

This integration requires the Bomgar XML API to be enabled. This feature is used by the Bomgar Middleware Engine to communicate with the Bomgar APIs.

Go to /login > Management > API Configuration and verify that Enable XML API is checked.

 

Create an API Service Account - Bomgar 16.1 and Earlier

User Account Settings

The API user account is used from within the integration to make Bomgar Command API calls to Bomgar.

  1. Go to /login > Users & Security > Users.
  2. Click Create New User and name it Integration or something similar.
  3. Leave Must Reset Password at Next Login unchecked.
  4. Set Password Expires On to Never Expires.
  5. Set Allowed to View Support Session Reports to View All Sessions.
  6. Check Allowed to view support session recordings.
  7. Set Allowed to View Presentation Session Reports to View All Sessions.
  8. Check Allowed to Use Reporting API and Allowed to Use Command API.
  9. Scroll to the bottom and save the account.

Create an API Service Account - Bomgar 16.2 and Later

 

  1. Go to Management > API Configuration and create a new API account.

 

  1. Under Permissions, check Full Access to the Command API.
  1. For the Reporting API, check Allow Access to Support Session Reports and Recordings and Allow Access to Presentation Session Reports and Recordings.
  2. Be sure to copy the values for both the OAuth Client ID and OAuth Client Secret for use in a later step.

 

  1. Click Add API Account to create the account.

Add an Outbound Event URL

Outbound Events :: Add HTTP Recipient

  1. Go to /login > Management > Outbound Events.
  2. Click Add New HTTP Recipient and name it Integration or something similar.
  3. Enter the URL to use:
    • If using an appliance ID of "default": http://<middleware-host>:<port>/ERSPost. The default port is 8180.
    • If using an appliance ID other than "default": http://<middleware-host>:<port>/ERSPost?appliance=<appliance-id> where <middleware-host> is the hostname where the Bomgar Middleware Engine is installed. The default port is 8180. The <appliance-id> is an arbitrary name, but note the value used, as it is entered later in the plugin configuration. This name accepts only alphanumeric values, periods, and underscores.
  4. Scroll to Events to Send and check the following events:
    • Support Session End
    • Customer Exit Survey is Completed
    • Representative Survey is Completed
    • Someone Joins a Support Session (Optional)
  5. Scroll to the bottom and click Add Recipient.
  6. Outbound Events :: HTTP Recipients

  7. Now, the list of outbound events should contain the event just added. The Status column displays a value of OK if communication is working. If communication is not working, the Status column displays an error which you can use to repair communication.

 

Add a Custom Link

Custom Links :: Add

Bomgar custom links can be configured to allow representatives to quickly access the FootPrints item that is associated with the session.

Bomgar 15.1 and later

  1. Browse to Rep Console > Custom Links.
  2. Under Rep Console :: Custom Links, click Create New Custom Link.
  3. Enter a name for the link, and then set the URL to https://support.example.com/files/BomgarCustomLink.html?view=1&externalKey=%SESSION.CUSTOM.EXTERNAL_KEY% where support.example.com is your Bomgar site hostname.

    Note: The page referenced in the custom link URL does not yet exist but is created at the end of the section Configure the BMC FootPrints 12 Plugin for Integration with Bomgar Remote Support.

  4. Click Add Custom Link to save the new link.

Bomgar 15.0 and earlier

  1. Browse to Configuration > Options > Representative Console :: Custom Link.
  2. Set the URL to https://support.example.com/files/BomgarCustomLink.html?view=1&externalKey=%SESSION.CUSTOM.EXTERNAL_KEY% where support.example.com is your Bomgar site hostname.

    Note: The page referenced in the custom link URL does not yet exist but is created at the end of the section Configure the BMC FootPrints 12 Plugin for Integration with Bomgar Remote Support.

  3. Click Save.