Remedy

BMC Remedy Integration Guide
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TC:12/9/2010
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Table of Contents
Integration Overview Deployment Installing BMC Remedy AR System Component HPD Help Desk Incident Form Setup Requestor Console Form Setup Remedy AR System Web Services and Work Flows External Java-Based Connector Remedy AR System & Bomgar Application Configuration Define Configuration Parameters. Define Bomgar-Remedy User Mapping. Create Bomgar Users Group and Associate Users with This Group. Initiate Manual Data Sync (if needed). Add Outbound Event URL in Bomgar Application. Bomgar Prerequisites Appendix A 4 5 6 9 11 13 16 19 19 19 19 20 21 22 24
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3 TC:12/9/2010
Integration Overview
Integration Summary
This integration enables you to initiate a support session from the BMC Remedy interface and, at the end of the session, update the incident with the following information: 1. Chat Transcript 2. System Information 3. Session Notes 4. Exit Surveys
System Requirements
The following Bomgar software and BMC Software products must be installed and operating correctly prior to the integration:
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BMC Remedy AR System 7.0.1 or later Supported Operating Systems: Windows 2003, Windows 2008, Windows XP Unix Solaris, IBM AIX, HP-UX Linux Red Hat Enterprise Linux 4, Novell SUSE Linux 9 (x64 only)
BMC Remedy Service Desk 7.0.2 or later Supported Operating Systems: Windows 2003, Windows 2008, Windows XP Unix Solaris, IBM AIX, HP-UX Linux Red Hat Enterprise Linux 4, Novell SUSE Linux 9 (x64 only)
Bomgar 10.4.8 with Enterprise Licensing
Detailed BMC Remedy product requirements and supported platforms can be found here: http://www.bmc.com/support/reg/remedy-compatibility-tables.html?c=n
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Deployment
The Bomgar-Remedy integration deployment can be divided into the following four components: 1. BMC Remedy AR System Component 2. An External Java-Based Connector 3. Configurations 4. Bomgar Application-Specific Steps
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Installing BMC Remedy AR System Component

Following are the step-by-step instructions to install the BMC Remedy AR System component. BMC Remedy AR System component - This consists of AR System forms, Web Services and workflow, which need to be imported into the BMC Remedy AR System.
Importing the AR System Forms

Importing the AR System forms can be completed by executing the following steps: 1. Log into BMC Remedy Server via the BMC Remedy Developer Studio client. 2. From the Main menu, select File> Import and click the plus sign to expand BMC Remedy Developer Studio.
3. Select Object Definitions and click Next.
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4. Select server name and click Next.
5. Select the file Bomgar_Remedy_Int_Forms_v2.0.def from the appropriate location and click Next. Make sure to select the following: a. Replace Objects on the Destination Server b. Delete Excess Views c. Replace Application Owner
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6. Click Finish. The import process may take several minutes to complete. Upon completion, the process will import the following forms into the AR System: a. COL:BGR:Help Desk: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 to place the Bomgar Session related fields on the Incident Form (HPD:Help Desk). The Bomgar Session related fields were designed to reside on their own page in a specific order on the main page holder of the HPD:Help Desk form. The form may be different in any given implementation due to customizations, so the exercise of adding the Bomgar Session page and fields must be completed manually.
The Bomgar Session related fields reside in a helper form named COL:BGR:Help Desk:Setup_Template.
Placing the Bomgar Session related fields on the Incident Form can be completed by executing the following steps: Note: Before this operation, determine in which view the fields will be visible. To save time, it may be a good idea to set the Remedy Administrator preferences (in the menu under Windows > Preferences) so that fields do not automatically get added to all views. This way, fields will only be added to the views to which they are pasted. Also make sure to make a backup of the Incident Form.
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1. Open Incident form (Default User View) and COL:BGR:Help Desk:Setup_Template in BMC Remedy Developer Studio. 2. Place Generate Session Key button on Incident Form. Copy Generate Session Key button from COL:BGR:Help Desk:Setup_Template and paste it on to the Incident Form at appropriate place as shown on the right.
Field ID
800000000
Field Name
COL_Btn_Gen_Session_Key
3. Place remaining fields related to Bomgar Sessions on the Incident Form. Create a new page field (ID=800000001 and Visible=False) on the main page holder of the Incident Form. Paste the following fields on the COL:BGR:Help Desk:Setup_Template form to the Incident Form.
Field ID
800000001 800000002 800000003 800000004 800000005 800000006 800000007 800000008 800000009 800000010
Field Name
COL_Pnl_Bomgar_Sessions COL_Tbl_Session_Summary COL_Col_Session_ID COL_Col_Start_Time COL_Col_End_Time COL_Col_Duration COL_Col_File_Count COL_Col_Representative COL_Ctrl_Bomgar_Logo COL_Char_Support_Session_Details
4. Save the Incident Form.
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Requestor Console Form Setup

Place the Get Support related fields on the Requestor Console Form (RQC:RequestDetails). The RQC:RequestDetails form may be different in any given implementation due to customizations, so the exercise of adding the Get Support related fields must be completed manually.
The Get Support related fields reside in a helper form named COL:BGR:RequestDetails:Setup_Template.
Placing the Get Support related fields on the RQC RequestDetails form can be completed by executing the following steps: Note: Before this operation, determine in which view the fields will be visible. To save time, it may be a good idea to set the Remedy Administrator preferences (in the menu under Windows > Preferences) so that fields do not automatically get added to all views. This way, fields will only be added to the views to which they are pasted. Also make sure to make a backup of the RQC:RequestDetails form.
1. Open RQC:RequestDetails form (RQC User IM View) and COL:BGR:RequestDetails:Setup_Template in BMC Remedy Developer Studio.
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2. Place fields related to Get Support on RQC:RequestDetails form. Copy and paste the following fields on the COL:BGR:RequestDetails:Setup_Template form over to the RQC:RequestDetails form.
Field ID
800000600 800000601 800000602 800000603 COL_Btn_Get_Support_Now COL_VF_Launch_Support_Window COL_Char_Mid-Tier_URL COL_Char_Incident_Number
Field Names
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 in order to import Bomgar_Remedy_Int_WorkFlow_WebSvc_ v2.0.def, as follows: Log into BMC Remedy Server via the BMC Remedy Developer Studio client. From the Main menu, select File> Import and click the plus sign to expand BMC Remedy Developer Studio. Select Object Definitions and click Next.
Select server name and click Next.
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Select the file Bomgar_Remedy_Int_WorkFlow_WebSvc_ v2.0.def from the appropriate location and click Next. Make sure to select the following: 1. Replace Objects on the Destination Server 2. Delete Excess Views 3. Replace Application Owner
Click Finish. The import process may take several minutes to complete.
Note: Make the following changes if Mid-Tier is accessible through a port number other than 80. Ignore this step if Mid-Tier is accessible through port number 80.
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Open the following filters in BMC Remedy Developer Studio and set the port number to the required port number (e.g., 8080 in the screenshots at right) and save the filter.
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From: (see image below)
COL:BGR:WSI_Get_Session_Key_HTTP COL:BGR:WSI_Get_Session_Key_HTTPS COL:BGR:WSI_Sync_Data_HTTP COL:BGR:WSI_Sync_Data_HTTPs To: (see image below)
Flush the Mid-Tier Cache.
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External Java-Based Connector

This component is based upon web-services technology and needs to be deployed onto an application server (Tomcat, JBoss, WebSphere, WebLogic etc). The Connector has been packaged into a .war (Web Archive) file and can be deployed on the same server where Remedy Mid-Tier is deployed. Following are the instructions to deploy the Connector Application onto the Apache Tomcat Server. Contact the web administrator in case of any other server (Web Logic, Web Sphere, JBoss, etc). 1. Place the BgrARSConnector.war under [Tomcat Home]\webapps\ folder. 2. If IIS is being used as the web-server to support Tomcat, then make the entry below in the uriworkermap.properties file.
/ BgrARSConnector/*=wlb
This file can be found under \Jakarta Isapi Redirector\conf (generally located under Program Files\Apache Software Foundation). 3. Place the BgrConfig.properties under [TomcatHome]\common\classes. 4. The BgrConfig.properties needs to be configured for your specific environment. Please follow the instructions described in the properties file. An example copy of the properties file is reproduced below. Italicized code items must be specified for your environment. #####################Bomgar Connector Properties-Start#####################
# Following are the credentials for the Bomgar application
<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] and Apache Tomcat) for the configuration changes to take effect.
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Make sure to restart the servers if there are any changes in BgrConfig.properties or if a new version of the Connector is deployed. 6. Update the host file on AR Server to resolve the host name bomgar.ars.web to either the host name or IP address of your mid-tier server. (example-please modify for your environment):
<IP Address/Host Name of Mid-Tier Server > bomgar.ars.web
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Remedy AR System & Bomgar Application Configuration

Following are the step-by-step instructions for AR System/Bomgar application configuration.
Define Configuration Parameters.

Open COL:BGR:Configuration:Params or Remedy-Bomgar Configuration Parameters form (in new mode) in the BMC Remedy User Tool and add Mid-Tier URL as shown . Note: Enter the port number if the Mid-Tier is accessible through a port number other than 80 (e.g., http://bomgar.ars.web:8080).
Define Bomgar-Remedy User Mapping.

Open COL:BGR:UserMapping or Remedy-Bomgar User Mapping form (in new mode) in the BMC Remedy User Tool and define mapping for Bomgar-Remedy users as shown . Note: If a user does not exist in this form, the assumption will be that the Bomgar username is the same as the BMC Remedy username either through common authentication source or naming convention.
Create Bomgar Users Group and Associate Users with This Group.
1. Open Group form (in new mode) in the BMC Remedy User Tool and create a new group as shown below. Make sure that the group id should be in range of 100013004 and 1300714999.
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2. Open User form (in search mode) in the BMC Remedy User Tool and associate the users to Bomgar Users group as shown below.
Initiate Manual Data Sync (if needed).

This section is relevant for administrative use only. Under normal operations the Bomgar session information will automatically be populated with Remedy. The manual sync functionality is an administrative action that can be taken to reconcile any Bomgar session information in the event of network disruption between Remedy and Bomgar. Open COL:BGR:ManualDataSync:Params or Remedy-Bomgar Manual Data Sync-Parameters form in the BMC Remedy User Tool and enter the sync parameters. Then click Sync Data to initiate the data sync process. Check Manual Data Sync Status (if needed). Open COL:BGR:ManualDataSync:Status or Remedy-Bomgar Manual Data Sync-Status form (in search mode) in the BMC Remedy User Tool and search for the data sync status based upon the Remedy user ID.
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Add Outbound Event URL in Bomgar Application.

Bomgar will notify your Remedy instance when a session completes, customer exit survey completes, or when a representative survey completes, by using outbound events. When the outbound events executes it notifies and provides Remedy with the appropriate information to pull the relevant session data into the corresponding ticket within Remedy. a. Log in to Bomgar /login interface as an administrator using http://<bomgar server>/login . b. Click Management > Outbound Events. c. Click Add New Recipient. d. Enter Name, URL and check Event to Send as shown. e. Click Add Recipient button at the bottom.
Note: The URL will be in the following format:

<Protocol>://<Mid-Tier Server Name>:<Port Number>/BgrARSConnector/BgrMWService
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Protocol http/https Mid-Tier Server- The server name/IP address where Mid-Tier/connector has been deployed. Port Number - Port number through which Mid-Tier is accessible. Ignore the port number if the port number is 80. e.g., The sample URL is http://10.16.100.99/BgrARSConnector/BgrMWService or http://10.16.100.99:8080/BgrARSConnector/BgrMWService
Note: Your Bomgar Appliance will need network connectivity to the Mid-Tier Server on the necessary port. Please coordinate with your network administrator for any firewall considerations.
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Bomgar Prerequisites
Enable the Bomgar API on Your Site
Note: HTTP access to the API is normally disabled. Enable this access only if your site does not have a valid/trusted SSL certificate. This information is included to provide the general developer assistance getting started. 1. The Bomgar appliance used in this integration is equipped with Enterprise licensing and requires Bomgar Version 10.4 and above. The Enable XML API Interface box is checked on the Security page under the Management tab of your Bomgar /login interface. 2. Create a special Bomgar user account to be used for this integration. Give this user a password that does not need to be reset, and enable all necessary permissions in User Accounts such as the ability to view all reports, allowed to use reporting API, allowed to use command API, generate session keys, and participate in the general queue. For simplicity, you can make this user an administrator with all permissions enabled, although this is not required. 3. After saving the user account, edit the account and check the box so that the password does not expire.
Test API Calls

The following test API Calls may be used to verify that the permissions for the API user account are set appropriately and that the API is enabled. *Within the below calls, replace the example strings in brackets (< >)with the URL for your site and the user name and password for the API account created in the previous steps. Verify that your API is enabled: https://<support.example.com>/api/command.ns?username=<test>&password=<test>&action=get_api_info
Verify that you can generate a session key via the API (**this command will not work if you have your general queue disabled): 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 you can pull Bomgar session reporting using the reporting API: https://<support.example.com>/api/reporting.ns?username=<test>&password=<test>&generate_ report=SupportSession&start_date=2009-04-01&duration=0 NOTE: For additional information concerning the Bomgar API, please visit www.bomgar.com/docs and look for the Software Integration section on the right side of the page.
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Appendix A
Development Tools Detail
The following specifies the environment used for development of the integration:
Name
Action Request System - Server Mid-Tier ITSM IIS (Internet Information Server) Apache Tomcat Java Version 7.5.00 Patch 003 7.5.00 Patch 003 7.5.01 6.0 5.5.25 1.6.0_17
Version Detail
Supported Remedy Server Operating Systems Name

Windows Windows-2003 Windows-XP Windows-2008 Unix Solaris IBM AIX HP-UX Linux Red Hat Enterprise Linux 4 Novell SuSE Linux 9 (x64 only)
Detail
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BMC Remedy Integration Guide

2010 Bomgar Corporation. All Rights Reserved.

Thank you for using Bomgar.

BMC Remedy Integration Guide

BMC Remedy Integration Guide

2010 Bomgar Corporation. All Rights Reserved. www.bomgar.com | feedback@bomgar.com | 866.205.3650

BMC Remedy Integration Guide

Bomgar 10.4.8 with Enterprise Licensing

2010 Bomgar Corporation. All Rights Reserved. www.bomgar.com | feedback@bomgar.com | 866.205.3650

BMC Remedy Integration Guide

2010 Bomgar Corporation. All Rights Reserved. www.bomgar.com | feedback@bomgar.com | 866.205.3650

BMC Remedy Integration Guide

Installing BMC Remedy AR System Component

Importing the AR System Forms

3. Select Object Definitions and click Next.

2010 Bomgar Corporation. All Rights Reserved. www.bomgar.com | feedback@bomgar.com | 866.205.3650

BMC Remedy Integration Guide

4. Select server name and click Next.

2010 Bomgar Corporation. All Rights Reserved. www.bomgar.com | feedback@bomgar.com | 866.205.3650

BMC Remedy Integration Guide

2010 Bomgar Corporation. All Rights Reserved. www.bomgar.com | feedback@bomgar.com | 866.205.3650

BMC Remedy Integration Guide

HPD Help Desk Incident Form Setup

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BMC Remedy Integration Guide

4. Save the Incident Form.

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BMC Remedy Integration Guide

Requestor Console Form Setup

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BMC Remedy Integration Guide

3. Save the RQC:RequestDetails form.

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BMC Remedy Integration Guide

Remedy AR System Web Services and Work Flows

Select server name and click Next.

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BMC Remedy Integration Guide

2010 Bomgar Corporation. All Rights Reserved. www.bomgar.com | feedback@bomgar.com | 866.205.3650

BMC Remedy Integration Guide

From: (see image below)

COL:BGR:WSI_Get_Session_Key_HTTP COL:BGR:WSI_Get_Session_Key_HTTPS COL:BGR:WSI_Sync_Data_HTTP COL:BGR:WSI_Sync_Data_HTTPs To: (see image below)

Flush the Mid-Tier Cache.

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BMC Remedy Integration Guide

External Java-Based Connector

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BMC Remedy Integration Guide

# Following are the credentials for the ARS server

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

# set debug to on/off

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BMC Remedy Integration Guide

2010 Bomgar Corporation. All Rights Reserved. www.bomgar.com | feedback@bomgar.com | 866.205.3650

BMC Remedy Integration Guide

Remedy AR System & Bomgar Application Configuration

Define Configuration Parameters.

Define Bomgar-Remedy User Mapping.

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BMC Remedy Integration Guide

Initiate Manual Data Sync (if needed).

2010 Bomgar Corporation. All Rights Reserved. www.bomgar.com | feedback@bomgar.com | 866.205.3650

BMC Remedy Integration Guide