Configure BMC Remedyforce for Integration with Bomgar Remote Support

Install the Bomgar-Remedyforce Integration Unmanaged Package

  1. Enter the BMC Remedyforce unmanaged package installation URL into a browser, and then click the Continue button.

    Note: You can obtain the unmanaged package installation URL from your Bomgar technical contact.

  2. Select Do Not Install as the option for What if existing component names conflict with ones in this package.
  3. Select Install for Admins Only and click the Install button.
  4. Once you see the Installation Complete message, click the Done button to return to Salesforce setup.

Add Incident Integration Mappings

This step maps Bomgar sessions that are brought into Salesforce.com to the BMC Remedyforce incident.

  1. In Salesforce.com, go to Develop > Custom Settings, and click the Manage link next to the item labeled Integration Mapping.
  2. Click the New button directly above the list of settings. Enter the following values:
    1. Name=a2U

      Note: This value is different for each customer. This is the record prefix of the incident. The record prefix can be found by opening the Incident tab from within Salesforce.com and creating a new incident or viewing an existing incident.

    2. Bomgar Field Name=external_key
    3. Salesforce Field Name=Incident__c

      Note: Be sure to check the record prefix to ensure we use the correct one here. You can determine the record prefix by pulling up any incident or change request and getting the record prefix from the URL. Go to the incident in Salesforce (not Remedyforce) and get this value at the end of the URL. This value is different for every customer.

  3. Click the Save button.

Add Change Request Integration Mappings

This step maps Bomgar sessions that are brought into Salesforce.com to the BMC Remedyforce change request.

  1. In Salesforce.com, go to Develop > Custom Settings, and click the Manage link next to the item labeled Integration Mapping.
  2. Click the New button directly above the list of settings. Enter the following values:
    1. Name=a2U

      Note: This value is different for each customer. This is the record prefix of the incident. The record prefix can be found by opening the Incident tab from within Salesforce.com and creating a new change request or viewing an existing incident.

    2. Bomgar Field Name=external_key
    3. Salesforce Field Name=Change_Request__c

Customize Incident Layout

  1. Change your application to BMC Remedyforce. You should see a button for this in the upper-right of the screen.
  2. Click the + next to the tabs in the main tab strip toward the top of the screen.
  3. Click the Incidents link. When the list of incidents renders, click to view a specific incident.
  4. Click Edit Layout.

    Note: In production, you may want to take the following steps on a specific layout other than the standard incident layout.

  5. Drag the Bomgar Session Key button and Bomgar Jump To CI button to the custom buttons area.
  6. Drag the Bomgar Sessions related list to the Related Lists section.
  7. Click the wrench and do the following:
    1. Add primary customer, primary rep, start time, end time, and duration.
    2. Sort by start time, descending.
    3. Click OK.
    4. Click Save.
  8. If you are prompted to select standard buttons to show, uncheck the New button.

Customize Change Request Layout

  1. Change your application to BMC Remedyforce. You should see a button for this in the upper-right of the screen.
  2. Click the + next to the tabs in the main tab strip toward the top of the screen.
  3. Click the Change Requests link. When the list of change requests renders, click to view a specific change request.
  4. Click Edit Layout.

    Note: In production, you may want to take the following steps on a specific layout other than the standard change request layout.

  5. Drag the Bomgar Session Key button and Bomgar Jump To CI button to the custom buttons area.
  6. Drag the Bomgar Sessions related list to the Related Lists section.
  7. Click the wrench and do the following:
    1. Add primary customer, primary rep, start time, end time, and duration.
    2. Sort by start time, descending.
    3. Click OK.
    4. Click Save.
  8. If you are prompted to select standard buttons to show, uncheck the New button.

Add Incident Custom Actions

  1. Click the Remedyforce Administration tab, and then go to Application Settings > Consoles.
  2. Ensure Incidents/Service Requests is selected as the console view, and then click the Customize Menu button located on the right side of the screen.
  3. Click the Custom Actions and Agent Tools link. Make sure Actions is selected in the menu.
  4. Add a new custom action with the following values:
    1. Name=Jump To CI
    2. Description=Bomgar Jump To CI
    3. Launch URL=../apex/JumpToCI
  5. Add a launch parameter with the following values:
    1. Parameter Name=incident_id
    2. Parameter Value=Record ID
    3. Launch In=Browser tab
  6. Add another new custom action with the following values:
    1. Name=Generate Session Key
    2. Description=Bomgar Generate Session Key
    3. Launch URL=/apex/BGIntegration__GenerateSessionKeyHandler
  7. Add a launch parameter with the following values:
    1. Parameter Name=external_key
    2. Parameter Value=Record ID
    3. Launch In=Browser tab
  8. Click the save icon located in the middle-left of the screen.
  9. Click the Remedyforce Administration tab, and then go to Application Settings > Consoles.
  10. Ensure Incidents/Service Requests is selected in the console view.
  11. Click Bomgar Profile in the For Selected Profiles section.
  12. Select the appropriate layout and ensure Jump To CI and Generate Session Key are both checked.
  13. You may need to ensure that the user profile is one to which you have added the Bomgar Generate Session Key and Bomgar Jump To CI menu items.

Add Change Request Custom Actions

  1. Click the Remedyforce Administration tab, and then go to Application Settings > Consoles.
  2. Ensure Change Requests is selected as the console view, and then click the Customize Menu button located on the right side of the screen.
  3. Click the Custom Actions and Agent Tools link. Make sure Actions is selected in the menu.
  4. Add a new custom action with the following values:
    1. Name=Jump To CI
    2. Description=Bomgar Jump To CI
    3. Launch URL=../apex/JumpToCI
  5. Add a launch parameter with the following values:
    1. Parameter Name=incident_id
    2. Parameter Value=Record ID
    3. Launch In=Browser tab
  6. Add another new custom action with the following values:
    1. Name=Generate Session Key
    2. Description=Bomgar Generate Session Key
    3. Launch URL=/apex/BGIntegration__GenerateSessionKeyHandler
  7. Add a launch parameter with the following values:
    1. Parameter Name=external_key
    2. Parameter Value=Record ID
    3. Launch In=Browser tab
  8. Click the save icon located in the middle-left of the screen.
  9. Click the Remedyforce Administration tab, and then go to Application Settings > Consoles.
  10. Ensure Change Requests is selected in the console view.
  11. Click Bomgar Profile in the For Selected Profiles section.
  12. Select the appropriate layout and ensure Jump To CI and Generate Session Key are both checked.
  13. You may need to ensure that the user profile is one to which you have added the Bomgar Generate Session Key and Bomgar Jump To CI menu items.