Configure JIRA Service Desk for Integration with Bomgar Remote Support

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.
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      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.