Configure Bomgar Remote Support for Integration with HP Service Anywhere

Several configuration changes are necessary on the Bomgar Appliance to integrate with HP Service Anywhere. 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 User Account

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.

 

Note: If the auto ticket creation use case will be supported, make the user an administrator.

Create Custom Fields

API :: Custom Fields :: Add

Bomgar custom fields are used to map HP Service Anywhere items to Bomgar sessions.

  1. Browse to Management > API Configuration.
  2. Under API :: Custom Fields, click Create New Field.
  3. Enter the following values:
    1. Display Name: HP Service Anywhere Entity Type
    2. Code Name: saw_entity_type
    3. Show in Rep Console: checked
  4. Click Add Custom Field to save the new field.

Set Up the Custom Link

Custom Link Setup

Bomgar custom links can be configured to allow representatives to quickly access the HP Service Anywhere 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://<hp-saw-host>/saw/%SESSION.CUSTOM.SAW_ENTITY_TYPE%/%SESSION.CUSTOM.EXTERNAL_KEY%/general?TENANTID=<tenant id> where <hp-saw-host> is the HP Service Anywhere instance hostname and <tenant_id> is the tenant ID of the HP Service Anywhere instance. If needed, you can use any of the available macros to customize the link according to your specifications.
  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://<hp-saw-host>/saw/%SESSION.CUSTOM.SAW_ENTITY_TYPE%/%SESSION.CUSTOM.EXTERNAL_KEY%/general?TENANTID=<tenant id> where <hp-saw-host> is the HP Service Anywhere instance hostname and <tenant_id> is the tenant ID of the HP Service Anywhere instance.
  3. Click Save.

Deploy the Default Auto Ticket Creation Support Form

Optionally, you can use both auto ticket creation and the default support form.

  1. Open the SupportForm folder included in the distribution.
  2. Edit the support.html file.
  3. Replace all instances of <bomgar_host_name> with the correct hostname for your Bomgar Appliance.
  4. Save the file.
  5. Go to /login > Public Portals > File Store.
  6. In the File Store :: Upload section, click the Choose File button.
  7. Select the support.html and logo.png files supplied with the integration in the SupportForm folder. Feel free to restyle and modify the form as needed.

Integrate Using Outbound Events or Polling

For the integration to import Bomgar session data in HP Service Anywhere, the plugin must have a mechanism to know that a Bomgar session has ended. There are two ways to do this: outbound events or polling. With outbound events, the Bomgar Appliance sends an HTTP POST to a configured URL to notify when a session ends or a survey has been completed. With polling, the plugin itself queries the Bomgar Appliance at regular intervals to find sessions that have ended. There are pros and cons to each approach, but generally, if network considerations are not an issue, then outbound events provide the better performance and functionality.

Outbound Events

  • Pros: Fast. Bomgar session notes are imported in HP Service Anywhere immediately after the session ends. Supports both session end events and customer/rep survey submission events.
  • Cons: Requires an outbound connection from the Bomgar Appliance to the Bomgar Middleware Engine server.

Polling

  • Pros: Does not require an outbound connection from the Bomgar Appliance.
  • Cons: Slower. Session notes are imported at polling intervals. Does not support auto ticket creation or customer/rep exit surveys.

For outbound event integration, create an outbound event in the Bomgar /login admin web interface.

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
    • Someone Joins a Support Session - Optional. This is needed for auto ticket creation. If not using auto ticket creation, leave this unchecked.
    • Customer Exit Survey is Completed
    • Representative Survey is Completed
  5. Scroll to the bottom and click Add Recipient.

Outbound Events :: HTTP Recipients

  1. 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.