Configure HP Service Anywhere for Integration with Bomgar Remote Support

In HP Service Anywhere, create a user who will be used by the integration to connect to the HP Service Anywhere REST API. The user should have a non-expiring password and tenant admin rights.

Incident Changes

  1. In HP Service Anywhere, navigate to Administration > Configuration > Records.
  2. Choose Incident as the entity type in the dropdown in the upper left corner of the screen.
  3. Click on the Custom actions tab.
  4. Click to add a new custom action with the following information:
    1. Name: GenerateSessionKey
    2. Display name: Bomgar Session Key
    3. URL: https://support.example.com/api/client_script?type=rep&operation=generate&action=generate_session_key&session.custom.external_key=${entity.Id}&session.custom.saw_entity_type=Incident where support.example.com is the Bomgar Appliance hostname
    4. Icon: no icon
    5. Position in record page: Show as primary
    6. Position in grid page: Show as primary
  5. Click on the Fields tab.
  6. Click to add a new field with the following information:
    1. Name: BomgarSessionNotes

      Note: Service Anywhere appends _c to the field name after save.

    2. Multilingual label: Bomgar Session Notes
    3. Logical type: RICH_TEXT
    4. Required: unchecked
    5. Read only: checked
    6. Hidden: unchecked
    7. Encrypted: unchecked
  7. Click on the Forms tab.
  8. Choose Full Incident form from the dropdown.
  9. Click Add section with the following information:
    1. Name: BomgarSessions
    2. Header: Bomgar Sessions
    3. Expanded: unchecked
    4. Hide header: unchecked
  10. Click on the new section in the form, then click Add field.
    1. From the pop-up, select the field Bomgar Session Notes, click Add, and then click Done.
    2. Click on the new field, and in the editor, use these values:
      1. Editor: RichEditor
      2. Width: Large
      3. Height: Large
      4. Index: do not change value
      5. Start on a new line: checked

Service Request Changes

  1. In HP Service Anywhere, navigate to Administration > Configuration > Records.
  2. Choose Request as the entity type in the dropdown in the upper left corner of the screen.
  3. Click on the Custom actions tab.
  4. Click to add a new custom action with the following information:
    1. Name: GenerateSessionKey
    2. Display name: Bomgar Session Key
    3. URL: https://support.example.com/api/client_script?type=rep&operation=generate&action=generate_session_key&session.custom.external_key=${entity.Id}&session.custom.saw_entity_type=Request where support.example.com is the Bomgar Appliance hostname
    4. Icon: no icon
    5. Position in record page: Show as primary
    6. Position in grid page: Show as primary
  5. Click on the Fields tab.
  6. Click to add a new field with the following information:
    1. Name: BomgarSessionNotes

      Note: Service Anywhere appends _c to the field name after save.

    2. Multilingual label: Bomgar Session Notes
    3. Logical type: RICH_TEXT
    4. Required: unchecked
    5. Read only: checked
    6. Hidden: unchecked
    7. Encrypted: unchecked
  7. Click on the Forms tab.
  8. Choose withoutResolution from the dropdown.
  9. Click Add section with the following information:
    1. Name: BomgarSessions
    2. Header: Bomgar Sessions
    3. Expanded: unchecked
    4. Hide header: unchecked
  10. Click on the new section in the form, then click Add field.
    1. From the pop-up, select the field Bomgar Session Notes, click Add, and then click Done.
    2. Click on the new field, and in the editor, use these values:
      1. Editor: RichEditor
      2. Width: Large
      3. Height: Large
      4. Index: do not change value
      5. Start on a new line: checked

Device Changes

  1. In HP Service Anywhere, navigate to Administration > Configuration > Records.
  2. Choose Device as the entity type in the dropdown in the upper left corner of the screen.
  3. Click on the Custom actions tab.
  4. Click to add a new custom action with the following information:
    1. Name: JumpToCI
    2. Display name: Bomgar Jump
    3. URL: https://support.example.com/api/client_script?search_string=${entity.HostName}&type=rep&operation=generate&action=start_pinned_client_session where support.example.com is the Bomgar Appliance hostname

      Note: The above URL uses the Jump to Pinned Client method. If another method is desired, please modify the URL. Below are some examples.

      1. Local Jump (Push and Start): https://support.example.com/api/client_script?hostname=${entity.HostName}&type=rep&operation=generate&action=push_and_start_local
      2. Remote Jump: https://support.example.com/api/client_script?target=${entity.HostName}&type=rep&operation=generate&action=push_and_start_remote
      3. Remote Desktop Protocol (RDP): https://support.example.com/api/client_script?target=${entity.HostName}&type=rep&operation=generate&action=start_rdp_session
      4. Shell Jump: https://support.example.com/api/client_script?target=${entity.HostName}&terminal=xterm&type=rep&operation=generate&action=start_shell_jump_session
    4. Icon: no icon
    5. Position in record page: Show as secondary
    6. Position in grid page: Show as secondary

Add Bomgar Site Hostname to Authorized Domain List

  1. In HP Service Anywhere, navigate to Administration > Configuration > Application Settings.
  2. Find the section Authorized domains for navigation.
  3. Add the Bomgar site hostname to the list (e.g., support.example.com).
  4. Click Save.

Note: This setup allows the Generate Session Key and Bomgar Jump buttons to work without warning prompts.

Auto Ticket Creation - Link to Custom Support Form

If auto ticket creation will be supported and you desire to have a link in the HP Service Anywhere self-service portal to open the custom support form (see Automatic Ticket Creation for an example of this flow), perform the following steps:

  1. In HP Service Anywhere, navigate to Plan > Service Catalog.
  2. Click the Add a Category link.
    1. Display label: Any desired label (e.g., Get Help Now)
    2. Description: Enter a description for the category. If the default support form is being used, you can indicate here that this Category is a link to the Bomgar support form found at https://support.example.com, where support.example.com is the Bomgar Appliance hostname.
    3. Background image / Background color / Display order / Image: Any desired styles
    4. URL: The appropriate URL for your setup. If the default supplied support form is being used, the URL is https://support.example.com/files/support.html?view=1 where support.example.com is the Bomgar Appliance hostname.

      Instructions on deploying this form are can be found in Configure Bomgar Remote Support for Integration with HP Service Anywhere.