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BMC Remedy Integration Guide

©2010 Bomgar Corporation. All Rights Reserved. TC:12/9/2010

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BMC Remedy IntegrationGuide

BMC Remedy Integration Guide

Table of Contents

Integration Overview 4

Deployment 5

Installing BMC Remedy AR System Component 6

HPD Help Desk Incident Form Setup 9

Requestor Console Form Setup 11

Remedy AR SystemWeb Services and Work Flows 13

External Java-Based Connector 16

Remedy AR System & Bomgar Application Configuration 19

DefineConfigurationParameters. 19

Define Bomgar-RemedyUserMapping. 19

Create Bomgar Users GroupandAssociate Users with This Group. 19

InitiateManualDataSync (if needed). 20

AddOutboundEventURL inBomgar Application. 21

Bomgar Prerequisites 22

Appendix A 24

©2010 Bomgar Corporation. All Rights Reserved.www.bomgar.com| [email protected]| 866.205.3650

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Integration Overview

Integration Summary

This integrationenables you to initiate a support session fromthe BMCRemedy interfaceand,at the endof the session,updatethe incidentwith the following information:

1.Chat Transcript

2. System Information

3. SessionNotes

4. Exit Surveys

System Requirements

The followingBomgar™softwareandBMCSoftwareproductsmustbe installedandoperatingcorrectlyprior to the integration:

l BMCRemedyARSystem7.0.1 or later

SupportedOperating Systems:

Windows 2003,Windows 2008,Windows XP

Unix – Solaris, IBMAIX,HP-UX

Linux –RedHat Enterprise Linux 4,Novell SUSELinux 9 (x64 only)

l BMCRemedyServiceDesk 7.0.2 or later

SupportedOperating Systems:

Windows 2003,Windows 2008,Windows XP

Unix – Solaris, IBMAIX,HP-UX

Linux –RedHat Enterprise Linux 4,Novell SUSELinux 9 (x64 only)

l Bomgar 10.4.8 withEnterprise Licensing

DetailedBMCRemedyproduct requirements andsupportedplatforms canbe foundhere:

http://www.bmc.com/support/reg/remedy-compatibility-tables.html?c=n


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Deployment

The Bomgar-Remedy integrationdeploymentcanbedivided into the following four components:

1.BMCRemedyARSystemComponent 3.Configurations

2.AnExternal Java-BasedConnector 4.Bomgar Application-Specific Steps


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Installing BMC Remedy AR System Component

Followingare the step-by-step instructions to install the BMCRemedyARSystemcomponent.

BMC Remedy AR System component - This consists of ARSystemforms,WebServices andworkflow,whichneedtobeimported into the BMCRemedyARSystem.

Importing the AR System Forms

Importing theARSystemforms canbecompletedbyexecuting the following steps:

1. Log into BMCRemedyServer via the BMCRemedyDeveloper Studio client.

2. FromtheMainmenu, select File> Importandclick theplussign toexpandBMC Remedy Developer Studio.

3. SelectObject DefinitionsandclickNext.


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4. Select server nameandclickNext.

5. Select the file Bomgar_Remedy_Int_Forms_v2.0.def fromtheappropriate locationandclickNext.Make sure to select thefollowing:

a.ReplaceObjects on theDestinationServer

b.Delete Excess Views

c.ReplaceApplicationOwner


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6.Click Finish. The importprocessmaytake severalminutes tocomplete.Uponcompletion, theprocess will import thefollowing forms into theARSystem:

a.COL:BGR:HelpDesk:Setup_Template

b.COL:BGR:SessionDetail:Staging

c.COL:BGR:UserMapping

d.COL:BGR:SessionKey:Details

e.COL:BGR:ManualDataSync:Params

f.COL:BGR:WS:Index

g.COL:BGR:RequestDetails:Setup_Template

h.COL:BGR:Configuration:Params

i.COL:BGR:ManualDataSync:Status


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HPD Help Desk Incident Form Setup

This topic describes how toplace the Bomgar Session relatedfields on the Incident Form(HPD:HelpDesk).

The Bomgar Session related fields weredesigned to resideontheir ownpage ina specific order on themainpageholder oftheHPD:Help Desk form. The formmaybedifferent inanygivenimplementationdue tocustomizations, so theexercise ofadding the Bomgar Sessionpageand fieldsmustbecompletedmanually.

The Bomgar Session related fields reside inahelper formnamedCOL:BGR:Help Desk:Setup_Template.

Placing the Bomgar Session related fields on the Incident Formcanbecompletedbyexecuting the following steps:

Note:Before this operation,determine inwhichview the fieldswillbe visible. To save time, itmaybeagood idea to set theRemedyAdministrator preferences (in themenuunderWindows > Preferences) so that fields donotautomaticallygetaddedtoall views. This way, fields willonlybeaddedto theviews towhich theyarepasted.Alsomake sure tomakeabackupof the Incident Form.


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1.Open Incident form(Default User View)andCOL:BGR:HelpDesk:Setup_Template inBMCRemedyDeveloper Studio.

2.PlaceGenerate Session Keybuttonon Incident Form.

CopyGenerate Session Keybutton fromCOL:BGR:HelpDesk:Setup_Templateandpaste it on to the IncidentFormatappropriate placeas shownonthe right.

Field ID Field Name800000000 COL_Btn_Gen_Session_Key

3.Place remaining fields related to Bomgar Sessions on theIncident Form.

Createanewpage field (ID=800000001 andVisible=False)onthemainpageholder of the Incident Form.Paste the followingfields on theCOL:BGR:Help Desk:Setup_Template formto theIncident Form.

Field ID Field Name800000001 COL_Pnl_Bomgar_Sessions

800000002 COL_Tbl_Session_Summary

800000003 COL_Col_Session_ID

800000004 COL_Col_Start_Time

800000005 COL_Col_End_Time

800000006 COL_Col_Duration

800000007 COL_Col_File_Count

800000008 COL_Col_Representative

800000009 COL_Ctrl_Bomgar_Logo

800000010 COL_Char_Support_Session_Details

4. Save the Incident Form.


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Requestor Console Form Setup

Place theGet Support related fields on the Requestor ConsoleForm(RQC:RequestDetails).

The RQC:RequestDetails formmaybedifferent inanygivenimplementationdue tocustomizations, so theexercise ofadding theGet Support related fieldsmustbecompletedmanually.

TheGet Support related fields reside inahelper formnamedCOL:BGR:RequestDetails:Setup_Template.

Placing theGet Support related fields on the RQCRequestDetails formcanbecompletedbyexecuting thefollowing steps:

Note:Before this operation,determine inwhichview the fieldswillbe visible. To save time, itmaybeagood idea to set theRemedyAdministrator preferences (in themenuunderWindows>Preferences) so that fields donotautomaticallygetaddedtoall views. This way, fields willonlybeaddedto theviews towhich theyarepasted.Alsomake sure tomakeabackupof the RQC:RequestDetails form.

1.OpenRQC:RequestDetails form(RQCUser IMView)andCOL:BGR:RequestDetails:Setup_Template inBMCRemedyDeveloper Studio.


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2.Place fields related toGet Support onRQC:RequestDetails form.

Copyandpaste the following fields on theCOL:BGR:RequestDetails:Setup_Template formover to the RQC:RequestDetailsform.

Field ID Field Names800000600 COL_Btn_Get_Support_Now

800000601 COL_VF_Launch_Support_Window

800000602 COL_Char_Mid-Tier_URL

800000603 COL_Char_Incident_Number

3. Save the RQC:RequestDetails form.


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Remedy AR System Web Services and Work Flows

First, repeat the same steps as in Importing the AR System Forms inorder to importBomgar_Remedy_Int_WorkFlow_WebSvc_v2.0.def,as follows:

Log into BMCRemedyServer via the BMCRemedyDeveloperStudio client.

FromtheMainmenu, select File> Importandclick theplus signtoexpandBMC Remedy Developer Studio.

SelectObject DefinitionsandclickNext.

Select server nameandclickNext.


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Select the file Bomgar_Remedy_Int_WorkFlow_WebSvc_v2.0.def fromtheappropriate locationandclickNext.Makesure to select the following:

1.ReplaceObjects on theDestinationServer

2.Delete Excess Views

3.ReplaceApplicationOwner

Click Finish. The importprocessmaytake severalminutes tocomplete.

Note:Make the followingchanges ifMid-Tier is accessiblethroughaport number other than80. Ignore this step ifMid-Tieris accessible throughport number 80.


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Openthe following filters inBMCRemedyDeveloper Studioandset theport number to the requiredport number (e.g.,8080 in the screenshots at right)andsave the filter.

l COL:BGR:WSI_Get_Session_Key_HTTP

l COL:BGR:WSI_Get_Session_Key_HTTPS

l COL:BGR:WSI_Sync_Data_HTTP

l COL:BGR:WSI_Sync_Data_HTTPs

From: (see imagebelow)

To: (see imagebelow)

Flush theMid-Tier Cache.


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External Java-Based Connector

This component is baseduponweb-services technologyandneeds tobedeployedontoanapplication server (Tomcat,JBoss,WebSphere,WebLogic etc).

TheConnector has beenpackaged intoa .war (WebArchive)file andcanbedeployedonthe same server where RemedyMid-Tier is deployed.

Followingare the instructions todeploytheConnectorApplicationonto theApache Tomcat Server.Contact thewebadministrator incaseof anyother server (WebLogic,WebSphere, JBoss,etc).

1.Place the BgrARSConnector.warunder [TomcatHome]\webapps\ folder.

2. If IIS is beingusedas theweb-server to support Tomcat,thenmake theentrybelow in theuriworkermap.properties file.

/ BgrARSConnector/*=wlb

This file canbe foundunder \Jakarta IsapiRedirector\conf (generally locatedunder ProgramFiles\Apache Software Foundation).

3.Place the BgrConfig.propertiesunder[TomcatHome]\common\classes.

4. The BgrConfig.propertiesneeds tobeconfigured foryour specific environment.Please follow the instructionsdescribed in theproperties file.

Anexamplecopyof theproperties file is reproducedbelow.Italicizedcode itemsmustbe specified for your environment.

#####################Bomgar Connector Properties-Start#####################

# Following are the credentials for the Bomgarapplication

<bgr.app.url=http://bomgar-dev.columnit.com>

<bgr.api.user=apiuser>

bgr.api.password=Password@1


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# Following are the options to show or hide some of the information in session detail

# Y/N

bgr.session.detail.survey.visible=N

bgr.session.recording.url.visible=N

bgr.commandprompt.rec.url.visible=N

# The data sync will happen for the following number of days in one go

bgr.data.sync.days=7

# Following are the credentials for the ARS server

ars.server=bomgar1

#http://bomgar.ars.web or http://bomgar.ars.web:8080(where 8080 is the port number)

ars.web.url=http://bomgar.ars.web

# The ars.ws.user is the Remedy user id. This user should have admin privilege with a fixed license.

ars.ws.user=appadmin

ars.ws.password=remedy

# set debug to on/off

debug=on

#####################Connector Properties-End#####################

5.Restart the servers (IIS [if applicable]andApacheTomcat) for the configurationchanges to takeeffect.


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Make sure to restart the servers if there areanychangesinBgrConfig.propertiesor if anewversionof theConnector is deployed.

6.Update the host file onARServer to resolve the hostnamebomgar.ars.web toeither the host nameor IPaddress of yourmid-tier server.

(example-pleasemodify for your environment):

<IP Address/Host Name of Mid-Tier Server > bomgar.ars.web


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Remedy AR System & Bomgar Application Configuration

Followingare the step-by-step instructions for ARSystem/Bomgar applicationconfiguration.

Define Configuration Parameters.

OpenCOL:BGR:Configuration:Paramsor Remedy-BomgarConfiguration Parameters form(innewmode) in the BMCRemedyUser ToolandaddMid-Tier URL as shown .

Note:Enter theport number if theMid-Tier is accessible throughaport number other than80 (e.g.,http://bomgar.ars.web:8080).

Define Bomgar-Remedy UserMapping.

OpenCOL:BGR:UserMappingor Remedy-Bomgar UserMapping form(innewmode) in the BMCRemedyUser Toolanddefinemapping for Bomgar-Remedyusers as shown .

Note: If auser does notexist in this form, theassumptionwillbethat the Bomgar username is the sameas the BMCRemedyusernameeither throughcommonauthentication sourceornamingconvention.

Create Bomgar UsersGroup andAssociate Users withThis Group.

1.OpenGroup form(innewmode) in the BMCRemedyUser Toolandcreateanewgroupas shownbelow.Makesure that thegroup id shouldbe in rangeof 1000–13004and13007–14999.


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2.OpenUser form(in searchmode) in the BMCRemedyUser Toolandassociate the users to Bomgar Usersgroupas shownbelow.

Initiate Manual Data Sync (if needed).

This section is relevant for administrative use only.Under normaloperations the Bomgar session informationwillautomaticallybepopulatedwithRemedy. Themanual sync functionality is anadministrative action thatcanbe takento reconcile anyBomgar session information in theeventof networkdisruptionbetweenRemedyandBomgar.

OpenCOL:BGR:ManualDataSync:Paramsor Remedy-BomgarManual Data Sync-Parameters form in the BMCRemedyUserToolandenter the syncparameters. Thenclick Sync Data toinitiate thedata syncprocess.

CheckManualDataSync Status (if needed).

OpenCOL:BGR:ManualDataSync:Statusor Remedy-BomgarManual Data Sync-Status form(in searchmode) in the BMCRemedyUser Toolandsearch for thedata sync status baseduponthe Remedyuser ID.


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AddOutbound Event URL in BomgarApplication.

Bomgar will notifyyour Remedy instancewhenasessioncompletes,customer exit surveycompletes,or whenarepresentative surveycompletes,byusingoutboundevents.Whentheoutboundevents executes it notifies andprovidesRemedywith theappropriate information topull the relevantsessiondata into thecorresponding ticketwithinRemedy.

a.Log in to Bomgar /login interfaceas anadministratorusinghttp://<bomgar server>/login .

b.ClickManagement > Outbound Events.

c.ClickAdd New Recipient.

d. EnterName,URLandcheck Event to Sendas shown.

e.ClickAdd Recipientbuttonat thebottom.

Note: TheURL willbe in the following format:

<Protocol>://<Mid-Tier Server Name>:<Port Number>/BgrARSConnector/BgrMWService

l Protocol – http/httpsl Mid-Tier Server- The server name/IPaddress whereMid-Tier/connector has beendeployed.

l Port Number - Port number throughwhichMid-Tier is accessible. Ignore theport number if theport number is 80.

e.g., The sample URL is http://10.16.100.99/BgrARSConnector/BgrMWServiceorhttp://10.16.100.99:8080/BgrARSConnector/BgrMWService

Note:Your Bomgar Appliancewill neednetworkconnectivityto theMid-Tier Server on the necessaryport. Please coordinatewithyour networkadministrator for any firewallconsiderations.


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Bomgar Prerequisites

Enable the BomgarAPI on Your Site

Note:HTTPaccess to theAPI is normallydisabled.Enable thisaccess only if your site does nothaveavalid/trustedSSLcertificate.

This information is includedtoprovide thegeneraldeveloperassistancegetting started.

1. The Bomgar applianceused in this integration is equippedwithEnterprise licensingand requires Bomgar Version10.4 andabove. The Enable XML API Interfacebox is checkedontheSecuritypageunder theManagement tabof your Bomgar/login interface.

2.CreateaspecialBomgar user account tobeused for thisintegration.Give this user apassword thatdoes notneedtobereset,andenable allnecessarypermissions inUser Accountssuchas theability to viewall reports,allowedto use reportingAPI,allowedto use commandAPI,generate sessionkeys,andparticipate in thegeneralqueue. For simplicity, youcanmakethis user anadministrator withallpermissions enabled,althoughthis is not required.

3.After saving the user account,edit theaccountandcheckthebox so that thepassworddoes notexpire.

Test API Calls

The following testAPI Calls maybeused to verify that thepermissions for theAPI user accountare setappropriatelyand thattheAPI is enabled.

*Within thebelowcalls, replace theexample strings inbrackets (<>)with theURL for your site and the user nameandpasswordfor theAPI accountcreated in theprevious steps.

Verify that your API is enabled:

https://<support.example.com>/api/command.ns?username=<test>&password=<test>&action=get_api_info

Verify that youcangenerateasessionkeyvia theAPI (**thiscommandwill notwork if youhave your generalqueuedisabled):

https://<support.example.com>/api/command.ns?username=<test>&password=<test>&action=generate_session_key&type=support&queue_id=general


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Verify that youcanpull Bomgar session reportingusing thereportingAPI:

https://<support.example.com>/api/reporting.ns?username=<test>&password=<test>&generate_report=SupportSession&start_date=2009-04-01&duration=0

NOTE: For additional informationconcerning the Bomgar API,please visit www.bomgar.com/docs and look for the SoftwareIntegration sectiononthe right side of thepage.


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Appendix A

Development Tools Detail

The following specifies the environmentused for developmentof the integration:

Name Version DetailAction Request System- Server 7.5.00 Patch 003

Mid-Tier 7.5.00 Patch 003

ITSM 7.5.01

IIS (Internet Information Server) 6.0

Apache Tomcat 5.5.25

Java Version 1.6.0_17

Supported Remedy ServerOperating Systems

Name DetailWindows •Windows-2003

•Windows-XP

•Windows-2008

Unix • Solaris

• IBMAIX

• HP-UX

Linux • Red Hat Enterprise Linux4

• Novell SuSE Linux9 (x64only)


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Documents

remedy