Configure HEAT Software for Integration with Bomgar Remote Support

Note: Before importing the package, use a text editor to ensure all URLs to the Bomgar Appliance have been updated. To do so, search for support.example.com and replace any instances with the hostname of the appliance.

Two development packages are provided as part of the integration:

  • Bomgar Standard Integration - Core - 1.x.x.MetadataPatch
  • Bomgar Standard Integration - UI Elements - 1.x.x.MetadataPatch

IMPORTANT!

Before applying any development package, we recommend that you first back up the database in case changes need to be rolled back.

Always import the Core package first, as this contains all of the necessary business objects, quick actions, etc. needed by the integration.

Once the contents of the Core development package have been verified:

  1. Make sure you have taken the steps described in the note above to find and replace the example Bomgar Appliance hostname in the package file.
  2. Log into the HEAT tenant as an administrator and access the admin UI.
  3. Under Build > HEAT Development Package > Package, select Import Package and browse to the file.

When the development package is successfully imported, a new Bomgar API Role should be listed under Configure > Users and Permissions > Roles.

  1. Select the role and add a new employee to be used for API calls.
  2. Ensure that Internal Auth is enabled.
  3. Ensure that an Internal Auth Password is set.
  4. Ensure that Password Expiration is disabled.

Next, determine whether the UI Elements package can be used or whether the changes must be made manually. Because the package makes changes to various forms and layouts, it can cause issues when importing the package in an environment in which you have made changes to any of the following forms or layouts:

  1. Business Objects > Change# > Layouts > Change > formView
  2. Business Objects > Change# > Layouts > Change.SDA > formView
  3. Business Objects > Change# > Layouts > Change.SDM > formView
  4. Business Objects > ServiceReq# > Layouts > ServiceReqLayout.New > formView
  5. Business Objects > Incident# > Layouts > IncidentLayout.ServiceDesk > formView
  6. Business Objects > Incident# > Forms > IncidentDetails.ServiceDesk
  7. Business Objects > Incident# > Forms > Incident.WebSelfService.Edit

Only in the case that all of the above items are still in their out-of-the-box state, repeat the earlier steps used to import the Core package, but this time, import the UI Elements package.

If any of the items have been modified, use these steps to manually create the UI elements that would have been created by the package:

  1. Under Build > Business Objects, select Change > Layouts, and then click the Change layout.
  2. In the Views in this layout grid, select formView to edit the view.
  3. Click the Edit link to the right of the Toolbar section.
  4. In the Toolbar Editor, find and select the Bomgar - Generate Session Key action from the list at the bottom and drag it into position as the first item in the right half of the toolbar menu.

    Toolbar Button Editor

  5. Configure the new toolbar button as follows:
    Field NameValue
    ActionBomgar - Generate Session Key
    DisplayImage and Text
    Imageicon_bomgar.png
    Text (Custom)Bomgar Session Key
    TooltipClick to generate a Bomgar session key
  6. Click Save on the Button Editor and Save again on the Toolbar Editor.

     

  7. Scroll to the bottom of the Child Panels grid and click the link to Add Child Panel.
  8. Configure the new panel as follows:
    Field NameValue
    Display NameBomgar Sessions
    ObjectBomgarSession
    ListBomgarSessionsGrid
    Forms(s)BomgarSessionViewOnlyForm
    Show Count[Checked]

    Bomgar Sessions Panel

  9. Click the Edit link in the Toolbar column and drag all of the toolbar buttons for the panel to the trash so that no buttons show on the Bomgar Sessions panel.
  10. Click Save at the top to save all changes to the layout.
  11. Repeat steps a-i for the Change.SDA and Change.SDM layouts and/or any custom layouts you may be using instead of these default layouts.
  12. Under Build > Business Objects > Service Request, select the Service Request business object, and then repeat steps a-i for the ServiceReqLayout.New layout and/or any custom layouts you may be using instead of these default layouts.
  13. Under Build > Business Objects > Incident, select the Incident business object, and then repeat steps a-i for the IncidentLayout.ServiceDesk layout and/or any custom layouts you may be using instead of these default layouts.
  14. With the Incident business object still selected, swap from Layouts to Forms, and then select the IncidentDetails.ServiceDesk form.
  15. Check the box to Show layout cells, and select the cell containing the Assets control.
  16. Click the link above the form to Insert Row Above.
  17. Expand the toolbar to the left of the form to show Incident > Fields, and then drag the CILink field into the newly created row.
  18. Click the new control to select it, and then configure it as follows:

    Field Name
    Value
    Display Field[CI]Name
    Editabletrue
    Label PosOn the top

    CILink Field

  19. Collapse the Incident tree in the toolbar, expand it to show Other items, and then drag a URL Button to the right of the CILink field.
  20. Select the new button and configure it as follows:

    Field NameValue
    Image

    icon_bomgar.png

    Note: Use the Image Manager tool in the Expression Editor to select the image.

    LabelJump to Resource
    URLhttps://<bomgar-hostname>/api/client_script?action=start_pinned_client_session&search_string=$([CI#.IncidentAssocCILink]Name)&type=rep&operation=generate&session.custom.external_key=$(RecId)&session.custom.item_id=$(IncidentNumber)&session.custom.item_type=Incident

    Jump To Button

  21. Click Save at the top to save changes to the form.
  22. Select the Incident.WebSelfService.Edit form.
  23. Expand the toolbar to show Other items, and then drag a Command Button to the right of the Close Incident button on the form.
  24. Select the new button and configure it as follows:
    Field NameValue
    ActionBomgar - Get Help Now
    CausesValidationfalse
    Image

    icon_bomgar.png

    Note: Use the Image Manager tool in the Expression Editor to select the image.

    LabelGet Help Now

    Get Help Now Button

  25. Click Save at the top to save changes to the form.