Configure KACE K1000 Service Desk

Email Bomgar Invitation from KACE Service Desk

This section explains how to configure a KACE K1000 Service Desk queue to allow ticket owners to email Bomgar remote support session links to ticket submitters using the KACE ticket management interface.

To enable this functionality, the Bomgar Appliance API must be enabled and it must have Issue Submission allowed to the API. In KACE, three steps are necessary: first, the Service Desk ticket field must be added, then the ticket rule for this field must be configured, and finally, the functionality must be tested.

Note: Users of kace.bomgar.com do not need to configure the Bomgar API. This configuration has already been completed.

Configure the Bomgar API

  1. Log into the /login interface of the Bomgar Appliance as an admin.
  2. Browse to Management > API Configuration and check the Enable XML API box.

API :: Configuration

  1. Browse to Public Portals > Public Sites and Edit the site to be integrated with KACE.
  2. Ensure Use Issue Submission Survey is set to either Public Site and API or API Only.

Customize the Ticket Field

  1. Open the Queue Configuration page.
    • Log into the KACE /admin interface as an admin, browse to Service Desk > Configuration > Queues.
    • Click on the name of the queue to be integrated with Bomgar.
    • Click Customize Fields and Layout to open the Queue Configuration page.
  2. Configure the Ticket Layout.
    • Scroll down to the Ticket Layout table, identify an unused record with CUSTOM in its name field, and click the Edit item icon for the record.

      Note: If no record is available, a new one can be added by scrolling to the Custom Fields table and clicking the Add Item icon at the top of the column containing the Edit and Remove icons.

    • Focus the Label text box and enter Email Bomgar Invite; next, click the Permissions dropdown and select Owners Only - Hidden from Users.
    • Save the record.
  3. Configure the Custom Fields.
    • Scroll down to the Custom Fields table and locate the record of the same name as the Ticket Layout record configured above.
    • Click the Edit item icon of the record and select Checkbox from the Field Type dropdown.
    • Save the record.
  4. Scroll to the bottom of the page and click Save.

Create the Ticket Rule

  1. Add a new SQL ticket rule as follows:
    • Browse to Service Desk > Configuration > Queues and click the name of the appropriate queue.
    • Scroll to the bottom of the page and select Customize next to Custom Ticket Rules.
    • Click Choose Action and select New (SQL)
  2. Configure the Title and Description fields as follows.
    • Focus the Title field and enter Email Bomgar Invite.
    • Focus the Description field and enter:
      • When the ticket is saved while the "Email Bomgar Invite" field is checked, KACE will send an email to the ticket submitter which includes a hyperlink to begin a Bomgar session. This session will appear in the "General" queue of Bomgar and will be auto-encoded with the KACE ticket number such that all the session details will be posted to the KACE ticket at the end of the Bomgar session. The Bomgar session will "end" when both the remote user and the local representative have left the session.
  3. Focus the Select SQL text box and configure it as follows:
    • Paste the following:
      • select
      • HD_TICKET.*,
      • owner.EMAIL as OWNER_EMAIL,
      • if ((LENGTH(owner.FULL_NAME) = 0), owner.USER_NAME,owner.FULL_NAME) as
      • OWNER_NAME, submitter.EMAIL as SUBMITTER_EMAIL
      • from
      • HD_TICKET
      • left outer join USER owner on owner.ID = HD_TICKET.OWNER_ID
      • left outer join USER submitter on submitter.ID = HD_TICKET.SUBMITTER_ID
      • where
      • HD_TICKET.CUSTOM_FIELD_VALUE0=TRUE
    • Replace 0 in CUSTOM_FIELD_VALUE0 with the Get Bomgar Key Ticket Layout number, minus one.

      Note: For example, if the Ticket Layout record name were CUSTOM_FIELD_VALUE2, then the SQL would use CUSTOM FIELD_VALUE1. The Ticket Layout number can be found under Service Desk > Configuration > Queues by clicking Customize Fields and Layout.

  4. Configure a comment as follows:
    • Check Append comment to ticket.
    • Check Owners Only.
    • Focus the Comment text box and enter
      • A Bomgar session invitation has been sent to the ticket submitter via email.
  5. Check Email each recipient in query results and fill out the email fields as follows:
    • Focus the Subject text box and enter:
      • Remote Support Invite - [TICK:$id] : $title.
    • Focus the Column containing email addresses text box and enter:
      • SUBMITTER_EMAIL
    • Focus the Message text box and enter:
      • $owner_name would like to start a support session with you. To do so, please click this link: https://support.example.com/api/start_session.ns?issue_menu=1&customer_name=$submitter_email&external_key=TICK:$id.
    • Replace support.example.com with the URL of the Bomgar Appliance. kace.bomgar.com users should enter their Custom Ticket URL from the Dell KACE Configuration page in the Bomgar Self Service Center.
  6. Focus the Update SQL text box and configure it as follows:
    • Paste the following:
      • update HD_TICKET as T set T.CUSTOM_FIELD_VALUE0 = FALSE WHERE T.ID in (<TICKET_IDS>)
    • Change CUSTOM_FIELD_VALUE0 to match the Select Query.
  7. Scroll to the Schedule section and select on Ticket Save for the Frequency.
  8. Save the ticket rule at the bottom of the page.

Test

This test will require a Bomgar representative console to be installed on the local system.

  1. Log into the Bomgar representative console.
  2. Log into KACE, browse to Service Desk, and either select an existing ticket or create a new one.

    Note: If it is necessary to create a new ticket, click the Choose Action dropdown and select Add New Item. It is necessary to select the appropriate queue and fill out any required fields. Be careful that the Submitter is configured with a working email address in KACE. Hovering the cursor over the Submitter name will indicate if this is so or not via the browsers URL preview. This preview is often located in the lower-left portion of the browser window.

  3. Check the Email Bomgar Invite checkbox and click Save.

    Note: The ticket should save and refresh with a new ticket entry reading: "Bomgar session has been requested via email". If this does not occur, re-check the SQL for the ticket rule with special attention to the CUSTOM_X numbers. These must be one less than the corresponding numbers in the name of the Email Bomgar Session ticket field.

  4. Check the inbox of the KACE tickets Submitter and click the link in the email invitation from KACE.
    • If there is no email, confirm that the KACE email settings are correct, that the SMTP server has relayed the email, and that the email has not been filtered or misplaced in the recipient's email system.
    • If the browser loads a Forbidden error, make sure Issue Submission is enabled for the Bomgar API. Log into the Bomgar /login interface as an admin, browse to Public Portals > Public Sites, and Edit the site with the URL returning the error message. Use Issue Submission Survey should be set to either Public Site and API or API Only.
    • If the browser loads a Document not found error, make sure the Bomgar API is enabled. Log into the /login interface of the Bomgar Appliance as an admin, browse to Management > API Configuration, and check the Enable XML API box.
  5. Launch the Bomgar customer client.

The resulting Bomgar session should appear in the General queue of the Bomgar representative console. If this occurs, configuration has been completed successfully.