Configure JIRA Service Desk for Integration with Bomgar Remote Support

IMPORTANT!

You must purchase this integration separately from both your Bomgar software and your JIRA Service Desk solution. For more information, contact Bomgar sales.

Configuration of JIRA Service Desk for the integration with Bomgar Remote Support consists of installing the add-on and using the add-on's configuration screen to customize the behavior.

To install the add-on:

  1. Log into JIRA Service Desk as an administrator.
  2. Under the JIRA Administration menu, choose Add-ons.
  3. Click Manage add-ons.
  4. Click Upload add-on.
  5. Browse to and select the provided add-on .jar file.

To configure the add-on:

  1. From the Add-ons screen, expand the Bomgar Enterprise Remote Support Integration add-on section.
  2. Click Configure.
  3. JIRA > Add On Configuration > General Tab

  4. There are four tabs to configure:
    • On the General tab, enter the hostname of the Bomgar Appliance.

       

       

      JIRA > Add On Configuration > Agent Tab

    • On the Agent View tab, select whether to show the Bomgar Session Key button as a menu item or as a button. Also, select which Jump Options to show.
    •  

      JIRA > Add On Configuration > Customer Portal

    • On the Customer Portal Request View tab, enable, disable, and/or customize the ways a user can start a Bomgar session on an existing issue. This can be configured individually for each JIRA Service Desk.
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      JIRA > Add On Configuration > Customer Portal View

    • On the Customer Portal View tab, enable, disable, and customize the ways a user can start a Bomgar session outside of an existing issue (auto issue creation). This can be configured individually for each JIRA Service Desk.