BMC Remedyforce Integration with Bomgar Remote Support

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1 BMC Remedyfrce Integratin with Bmgar Remte Supprt 2017 Bmgar Crpratin. All rights reserved wrldwide. BOMGAR and the BOMGAR lg are trademarks f Bmgar Crpratin; ther trademarks shwn are the prperty f their respective wners. TC:1/11/2018

2 Table f Cntents Bmgar Remte Supprt Integratin with BMC Remedyfrce 3 Prerequisites fr the Bmgar Remte Supprt Integratin with BMC Remedyfrce 4 Requirements 4 Firewall Test 4 Cnfigure BMC Remedyfrce fr Integratin with Bmgar Remte Supprt 5 Install the Bmgar-Remedyfrce Integratin Unmanaged Package 5 Add Incident Integratin Mappings 5 Add Change Request Integratin Mappings 5 Custmize Incident Layut 6 Custmize Change Request Layut 6 Add Incident Custm Actins 7 Add Change Request Custm Actins 7 Test the Integratin between BMC Remedyfrce and Bmgar Remte Supprt 9 Test Sessin Key Generatin 9 Test Bmgar Sessin Imprt 9 CONTACT BOMGAR (US) +44 (0) (UK/EMEA) BOMGAR.COM Bmgar Crpratin. All rights reserved wrldwide. BOMGAR and the BOMGAR lg are trademarks f Bmgar Crpratin; ther trademarks shwn are the prperty f their respective wners. TC: 1/11/2018

3 Bmgar Remte Supprt Integratin with BMC Remedyfrce Service desks and custmer supprt rganizatins using BMC Remedyfrce can integrate with Bmgar t imprve service levels, centralize supprt prcesses, and strengthen cmpliance. This dcument describes the installatin and cnfiguratin f the Bmgar Remte Supprt integratin with BMC Remedyfrce. The BMC Remedyfrce integratin with Bmgar Remte Supprt prvides the fllwing functinality: A Bmgar supprt sessin can be initiated frm the BMC Remedyfrce interface. This sessin is linked t the incident in BMC Remedyfrce. At the end f a sessin, the incident r change request can be updated with the fllwing infrmatin: Chat Transcript (including files transferred, special actins, and ther events) System Infrmatin (General sectin plus ther select details such as disk, memry, and netwrk) Sessin Ntes Surveys (custmer and representative) CONTACT BOMGAR (US) +44 (0) (UK/EMEA) BOMGAR.COM Bmgar Crpratin. All rights reserved wrldwide. BOMGAR and the BOMGAR lg are trademarks f Bmgar Crpratin; ther trademarks shwn are the prperty f their respective wners. TC: 1/11/2018

4 Prerequisites fr the Bmgar Remte Supprt Integratin with BMC Remedyfrce Outlined belw are requirements fr the enterprise versins f the Bmgar integratin with BMC Remedyfrce. If any f the integratin requirements are nt yet met, they must be in place prir t starting the integratin setup prcess unless the assciated features f the integratin are nt required. Requirements Bmgar Appliance (physical r virtual) with: Bmgar Remte Supprt: 14.2.x and newer At least ne usable representative cnsle which can generate sessin keys A wrking Bmgar public site thrugh which users can cnnect t representatives Netwrk firewall rules t allw: TCP 443 traffic frm the Bmgar Appliance t reach the apprpriate BMC Remedyfrce instance TCP 443 traffic frm the apprpriate BMC Remedyfrce instance t reach the Bmgar Appliance A wrking versin f the Bmgar-Salesfrce integratin Firewall Test It is imprtant t test all requirements f the integratin prir t beginning setup. Mst f these can be tested by the Bmgar and BMC Remedyfrce administratrs within their respective systems, but t test the netwrk firewall, the Bmgar admin shuld take the fllwing steps t cnfirm that the necessary rules are in place: 1. Lg int a machine either external t the Bmgar Appliance's netwrk r in the same VPN as the BMC Remedyfrce instance, depending n hw BMC Remedyfrce cnnects t the appliance's netwrk. 2. Lg int the Bmgar Appliance's /appliance interface. 3. Brwse t Supprt > Utilities :: TCP Cnnectin Test. 4. Enter the hstname f the BMC Remedyfrce instance, enter the prt number f 443, and click Test. The result shuld be a Cnnected status message. Nte: D nt enter the prtcl f the BMC Remedyfrce instance (e.g., Instead, use the fully qualified dmain name nly (e.g., remedyfrce.example.cm). In mst envirnments, the Bmgar Appliance resides in a DMZ netwrk and has a public DNS address, which BMC Remedyfrce cntacts ver the public internet. In sme envirnments, Bmgar is nt publicly accessible. In these cases, yu shuld cmmunicate with yur technical cntact abut implementing a VPN cnnectin t yur internal netwrk fr BMC Remedyfrce. CONTACT BOMGAR (US) +44 (0) (UK/EMEA) BOMGAR.COM Bmgar Crpratin. All rights reserved wrldwide. BOMGAR and the BOMGAR lg are trademarks f Bmgar Crpratin; ther trademarks shwn are the prperty f their respective wners. TC: 1/11/2018

5 Cnfigure BMC Remedyfrce fr Integratin with Bmgar Remte Supprt Install the Bmgar-Remedyfrce Integratin Unmanaged Package 1. Enter the BMC Remedyfrce unmanaged package installatin URL int a brwser, and then click the Cntinue buttn. Nte: Yu can btain the unmanaged package installatin URL frm yur Bmgar technical cntact. 2. Select D Nt Install as the ptin fr What if existing cmpnent names cnflict with nes in this package. 3. Select Install fr Admins Only and click the Install buttn. 4. Once yu see the Installatin Cmplete message, click the Dne buttn t return t Salesfrce setup. Add Incident Integratin Mappings This step maps Bmgar sessins that are brught int Salesfrce.cm t the BMC Remedyfrce incident. 1. In Salesfrce.cm, g t Develp > Custm Settings, and click the Manage link next t the item labeled Integratin Mapping. 2. Click the New buttn directly abve the list f settings. Enter the fllwing values: a. Name=a2U Nte: This value is different fr each custmer. This is the recrd prefix f the incident. The recrd prefix can be fund by pening the Incident tab frm within Salesfrce.cm and creating a new incident r viewing an existing incident. b. Bmgar Field Name=external_key c. Salesfrce Field Name=Incident c Nte: Be sure t check the recrd prefix t ensure we use the crrect ne here. Yu can determine the recrd prefix by pulling up any incident r change request and getting the recrd prefix frm the URL. G t the incident in Salesfrce (nt Remedyfrce) and get this value at the end f the URL. This value is different fr every custmer. 3. Click the Save buttn. Add Change Request Integratin Mappings This step maps Bmgar sessins that are brught int Salesfrce.cm t the BMC Remedyfrce change request. 1. In Salesfrce.cm, g t Develp > Custm Settings, and click the Manage link next t the item labeled Integratin Mapping. CONTACT BOMGAR (US) +44 (0) (UK/EMEA) BOMGAR.COM Bmgar Crpratin. All rights reserved wrldwide. BOMGAR and the BOMGAR lg are trademarks f Bmgar Crpratin; ther trademarks shwn are the prperty f their respective wners. TC: 1/11/2018

6 2. Click the New buttn directly abve the list f settings. Enter the fllwing values: a. Name=a2U Nte: This value is different fr each custmer. This is the recrd prefix f the incident. The recrd prefix can be fund by pening the Incident tab frm within Salesfrce.cm and creating a new change request r viewing an existing incident. b. Bmgar Field Name=external_key c. Salesfrce Field Name=Change_Request c Custmize Incident Layut 1. Change yur applicatin t BMC Remedyfrce. Yu shuld see a buttn fr this in the upper-right f the screen. 2. Click the + next t the tabs in the main tab strip tward the tp f the screen. 3. Click the Incidents link. When the list f incidents renders, click t view a specific incident. 4. Click Edit Layut. Nte: In prductin, yu may want t take the fllwing steps n a specific layut ther than the standard incident layut. 5. Drag the Bmgar Sessin Key buttn and Bmgar Jump T CI buttn t the custm buttns area. 6. Drag the Bmgar Sessins related list t the Related Lists sectin. 7. Click the wrench and d the fllwing: a. Add primary custmer, primary rep, start time, end time, and duratin. b. Srt by start time, descending. c. Click OK. d. Click Save. 8. If yu are prmpted t select standard buttns t shw, uncheck the New buttn. Custmize Change Request Layut 1. Change yur applicatin t BMC Remedyfrce. Yu shuld see a buttn fr this in the upper-right f the screen. 2. Click the + next t the tabs in the main tab strip tward the tp f the screen. 3. Click the Change Requests link. When the list f change requests renders, click t view a specific change request. 4. Click Edit Layut. Nte: In prductin, yu may want t take the fllwing steps n a specific layut ther than the standard change request layut. 5. Drag the Bmgar Sessin Key buttn and Bmgar Jump T CI buttn t the custm buttns area. 6. Drag the Bmgar Sessins related list t the Related Lists sectin. 7. Click the wrench and d the fllwing: a. Add primary custmer, primary rep, start time, end time, and duratin. b. Srt by start time, descending. CONTACT BOMGAR (US) +44 (0) (UK/EMEA) BOMGAR.COM Bmgar Crpratin. All rights reserved wrldwide. BOMGAR and the BOMGAR lg are trademarks f Bmgar Crpratin; ther trademarks shwn are the prperty f their respective wners. TC: 1/11/2018

7 c. Click OK. d. Click Save. 8. If yu are prmpted t select standard buttns t shw, uncheck the New buttn. Add Incident Custm Actins 1. Click the Remedyfrce Administratin tab, and then g t Applicatin Settings > Cnsles. 2. Ensure Incidents/Service Requests is selected as the cnsle view, and then click the Custmize Menu buttn lcated n the right side f the screen. 3. Click the Custm Actins and Agent Tls link. Make sure Actins is selected in the menu. 4. Add a new custm actin with the fllwing values: a. Name=Jump T CI b. Descriptin=Bmgar Jump T CI c. Launch URL=../apex/JumpTCI 5. Add a launch parameter with the fllwing values: a. Parameter Name=incident_id b. Parameter Value=Recrd ID c. Launch In=Brwser tab 6. Add anther new custm actin with the fllwing values: a. Name=Generate Sessin Key b. Descriptin=Bmgar Generate Sessin Key c. Launch URL=/apex/BGIntegratin GenerateSessinKeyHandler 7. Add a launch parameter with the fllwing values: a. Parameter Name=external_key b. Parameter Value=Recrd ID c. Launch In=Brwser tab 8. Click the save icn lcated in the middle-left f the screen. 9. Click the Remedyfrce Administratin tab, and then g t Applicatin Settings > Cnsles. 10. Ensure Incidents/Service Requests is selected in the cnsle view. 11. Click Bmgar Prfile in the Fr Selected Prfiles sectin. 12. Select the apprpriate layut and ensure Jump T CI and Generate Sessin Key are bth checked. 13. Yu may need t ensure that the user prfile is ne t which yu have added the Bmgar Generate Sessin Key and Bmgar Jump T CI menu items. Add Change Request Custm Actins 1. Click the Remedyfrce Administratin tab, and then g t Applicatin Settings > Cnsles. 2. Ensure Change Requests is selected as the cnsle view, and then click the Custmize Menu buttn lcated n the right side f the screen. 3. Click the Custm Actins and Agent Tls link. Make sure Actins is selected in the menu. CONTACT BOMGAR (US) +44 (0) (UK/EMEA) BOMGAR.COM Bmgar Crpratin. All rights reserved wrldwide. BOMGAR and the BOMGAR lg are trademarks f Bmgar Crpratin; ther trademarks shwn are the prperty f their respective wners. TC: 1/11/2018

8 4. Add a new custm actin with the fllwing values: a. Name=Jump T CI b. Descriptin=Bmgar Jump T CI c. Launch URL=../apex/JumpTCI 5. Add a launch parameter with the fllwing values: a. Parameter Name=incident_id b. Parameter Value=Recrd ID c. Launch In=Brwser tab 6. Add anther new custm actin with the fllwing values: a. Name=Generate Sessin Key b. Descriptin=Bmgar Generate Sessin Key c. Launch URL=/apex/BGIntegratin GenerateSessinKeyHandler 7. Add a launch parameter with the fllwing values: a. Parameter Name=external_key b. Parameter Value=Recrd ID c. Launch In=Brwser tab 8. Click the save icn lcated in the middle-left f the screen. 9. Click the Remedyfrce Administratin tab, and then g t Applicatin Settings > Cnsles. 10. Ensure Change Requests is selected in the cnsle view. 11. Click Bmgar Prfile in the Fr Selected Prfiles sectin. 12. Select the apprpriate layut and ensure Jump T CI and Generate Sessin Key are bth checked. 13. Yu may need t ensure that the user prfile is ne t which yu have added the Bmgar Generate Sessin Key and Bmgar Jump T CI menu items. CONTACT BOMGAR (US) +44 (0) (UK/EMEA) BOMGAR.COM Bmgar Crpratin. All rights reserved wrldwide. BOMGAR and the BOMGAR lg are trademarks f Bmgar Crpratin; ther trademarks shwn are the prperty f their respective wners. TC: 1/11/2018

9 Test the Integratin between BMC Remedyfrce and Bmgar Remte Supprt The fllwing steps take place in Salesfrce.cm and Bmgar and are prvided t ensure that the integratin wrks prperly. Trubleshting suggestins are prvided with each step in case f failure. Test Sessin Key Generatin 1. Lg int Salesfrce.cm and select the BMC Remedyfrce app frm the menu n the right side f the screen. 2. Click the Remedyfrce Cnsle tab and click an incident number t pen it. 3. Click the Generate Sessin Key link under the Actins r Agent Tls menu. 4. Once the Generate Sessin Key buttn is clicked, a screen displays that cntains a sessin key, a sessin URL, and an buttn in the Bmgar representative cnsle (fr the URL apprach). In case f failure: a. Ensure that the Salesfrce user accunt is mapped t a Bmgar user accunt. b. Make sure that TCP prt 443 is allwed frm Salesfrce (in the Clud) t the Bmgar Appliance (typically the DMZ). c. In Salesfrce, make sure the crrect Bmgar values are supplied in the cnfiguratin tab. Test Bmgar Sessin Imprt 1. Use the sessin URL r sessin key generated frm the previus test sectin t start a Bmgar sessin. 2. Ensure that yu are lgged int the representative cnsle. Once the sessin is started, send a chat message r tw, enter a sessin nte, and then end the sessin. 3. Lg int the Bmgar /lgin interface and g t Management > Outbund Events. 4. Ensure that the status clumn fr the HTTP recipient reads OK and des nt display an errr message. Belw are varius errrs that may appear in the status clumn. a. Cnnectin timed ut - This usually means the utbund event never made it t its destinatin. Use the Bmgar /appliance TCP prt tester utility r try t telnet t Salesfrce n the apprpriate prt t see if cmmunicatin is blcked. b. A 400 r abve errr was received - This usually means that the Bmgar site created in Salesfrce des nt have the BGIntegratin.SessinUpdateHandler Visualfrce Page. c. Cnnectin refused - This usually means that netwrk cmmunicatin is clear, but the destinatin server has a firewall rule in place r a prt is being blcked fr incming requests. 5. Once there are n errrs in the Bmgar utbund event, yu can lg int Salesfrce as a representative and pen the case frm which the sessin key was generated. 6. Yu will see a list f Bmgar sessins. There shuld be a rw listed fr the sessin yu just ran. Nte that there culd be many sessins listed, s ensure that yu are lking at the sessin yu just ran. 7. Bmgar sessins generally shw up in Salesfrce within ne minute. Hwever, if there is smething delaying the utbund event frm psting t Salesfrce, it culd take lnger. If the sessin des nt shw up in Salesfrce, check the Salesfrce Errr Lgs tab t see if there is an errr that is keeping the Bmgar Sessin frm psting t Salesfrce. CONTACT BOMGAR (US) +44 (0) (UK/EMEA) BOMGAR.COM Bmgar Crpratin. All rights reserved wrldwide. BOMGAR and the BOMGAR lg are trademarks f Bmgar Crpratin; ther trademarks shwn are the prperty f their respective wners. TC: 1/11/2018

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