Finish Configuring BMC FootPrints 12 for Integration with Bomgar Remote Support

Customize Incident Form (Agent's View)

Workspaces

  1. Click the Administration tab.
  2. On the Main tab, select your workspace to edit it.

     

     

    Incident Select

  3. Select the Record Definitions menu item, and then select the Incident type.

     

     

    Fields

  4. Edit the Incident type by clicking the Edit button or double-clicking the item in the Record Definitions view.
  5. Select the Fields menu item, and then click the Add button to add a new field.
  6. Complete the new field form with the following settings:
    1. Singular Name: Bomgar Reports
    2. Field Type: Text area
    3. Permissions: Optional
    4. Validation: None
    5. Value Length: Any
    6. View in List: [Checked]
    7. Searchable: [Checked]
    8. Journaling: [Checked]
    9. Auto Filter: [Unchecked]
  7. Click Save to create the new field.

     

     

    Forms

  8. Select the Forms menu item, select the Agent Web form, and then click the Edit Form button.

     

     

    Add Section

  9. Add a new section named Bomgar with a 3 column layout.

     

     

    Step 1

  10. Within the new section, add an HTML/Code Control to the left-most column.
  11. Copy and paste the HTML content from Step 1 of the generated content on the plugin test page as the Code value.
  12. Set HTML as the Content Type.

     

     

    Step 2

  13. Add another HTML/Code Control to the right-most column.
  14. Copy and paste the HTML content from Step 2 of the generated content on the plugin test page as the Code value.
  15. Set HTML as the Content Type.

     

     

    Bomgar Reports Form

  16. Add a third HTML/Code Control on a new row.
  17. Set the Width to 3 columns.
  18. Add a horizontal rule tag (<hr/>) as the Code value.
  19. Set HTML as the Content Type.
  20. Finally, on another new row, add the Bomgar Reports field control with a Width of 3 columns and a Height of 10 rows.

     

     

     

    Form Preview

  21. Once completed, the form should look similar to the screen shot.
  22. Click Save to save the new section and form controls.

 

Customize Incident Form (Customers' View)

  1. While still editing the Incident type for the workspace, select and edit the Customer Web form from the Forms menu item.
  2. Add an HTML/Code Control. If the form is still in the standard layout, the new control can be added in the column to the right of the Created On field. Otherwise, choose the desired location and add the field there.

     

     

    Step 3

  3. Copy and paste the HTML content from Step 3 of the generated content on the plugin test page as the Code value.
  4. Set HTML as the Content Type.

     

     

    Customer Form Preview

  5. Once complete, the form should look similar to the screen shot.
  6. Click Save to save the form with the new control.
  7. Navigate back to the root of the workspace view (where you selected Incident from Record Definitions in a previous step) and click Save and Publish to publish all form changes in the current workspace.

 

Note: Repeat the steps in the above two sections for any additional workspaces with which the integration should work.

Create Custom Link Page

Step 4

  1. Create an empty text file using Notepad or another text editor and copy and paste the HTML content from Step 4 of the generated content on the plugin test page into the file.
  2. Save the file as BomgarCustomLink.html.
  3. Log into the Bomgar /login interface and upload the file to the file store under Public Portals > File Store.