BMC Remedy Integration Guide

Transcription

1 BMC Remedy Integration Guide Bomgar Corporation. All rights reserved worldwide. BOMGAR and the BOMGAR logo are trademarks of Bomgar Corporation; other trademarks shown are the property of their respective owners. TC:5/5/2015

2 Table of Contents BMC Remedy Integration Guide 3 Integration Summary 3 High Level Integration Information 3 BMC Remedy Deployment 4 BMC Remedy AR System 5 Importing the AR System Forms, Work Flows, and Web Services 5 Overlay Process 7 Manual Process 8 External Java-Based Connector for the BMC Remedy Integration 12 BMC Remedy and Bomgar Software Configuration 14 Bomgar-Specific Steps in the BMC Remedy Integration 16 Enable the Bomgar API on Your Site 16 Add Outbound Event URL 17 Appendix: Development Tools and Supported Operating Systems 18 CONTACT BOMGAR [email protected] (US) +44 (0) (UK/EMEA) BOMGAR.COM 2

3 BMC Remedy Integration Guide Integration Summary The Bomgar and BMC Remedy integration enables you to initiate a support session from BMC Remedy and at the end of the session, to update the incident with the following information: 1. Chat Transcript (including files transferred, special actions, and other events) 2. System Information (General section plus other select details such as disk, memory, and network) 3. Session Notes 4. Exit Surveys (Customer and Representative) High Level Integration Information Data Source: Bomgar Support Software Data Destination: BMC Remedy Direction: Both-Way Push/Pull: Push and Pull Integration Mechanism: Bomgar API and BMC Remedy Web Service CONTACT BOMGAR [email protected] (US) +44 (0) (UK/EMEA) BOMGAR.COM 3

4 BMC Remedy Deployment The Bomgar-Remedy integration deployment can be divided into the following four components: 1. BMC Remedy AR System 2. External Java-Based Connector for the BMC Remedy Integration 3. BMC Remedy and Bomgar Software Configuration 4. Bomgar-Specific Steps in the BMC Remedy Integration Following are the step-by-step instructions to install these components. CONTACT BOMGAR (US) +44 (0) (UK/EMEA) BOMGAR.COM 4

5 BMC Remedy AR System This consists of AR System forms, web services, and work flows which need to be imported into the BMC Remedy AR System. IMPORTANT! You must purchase this integration separately from both your Bomgar software and your BMC Remedy solution. For more information, contact Bomgar sales. Importing the AR System Forms, Work Flows, and Web Services The following Remedy definition files are delivered with this document. 1. Bomgar_Remedy_Int_With_RQC_7604_v2.0.def 2. Bomgar_Remedy_Int_With_SRM_7604_v2.0.def Note: Bomgar_Remedy_Int_With_RQC_7604_v2.0.def is applicable for an environment with Requester Console, and Bomgar_Remedy_Int_With_SRM_7604_v2.0.def is for an environment with SRM. 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. IMPORTANT! Be sure to back up your HPD:Help Desk form before proceeding with the installation. Also back up your SRS:RequestDetail form and/or RQC:RequestDetails form as appropriate. 2. From the Main menu, select File > Import and expand BMC Remedy Developer Studio. CONTACT BOMGAR (US) +44 (0) (UK/EMEA) BOMGAR.COM 5

6 3. Select Object Definitions and click Next. 4. Select Server Name and click Next. 5. Select the file (Bomgar_Remedy_Int_With_RQC_ 7604_v2.0.def or Bomgar_Remedy_Int_With_SRM_ 7604_v2.0.def) from the appropriate location and click Next. CONTACT BOMGAR (US) +44 (0) (UK/EMEA) BOMGAR.COM 6

7 Follow either the overlay process or the manual process as defined below. Overlay Process Note: Move to manual process in case of any error. 1. Make sure to select Replace Objects on the Destination Server. 2. Click Finish. The import process may take several minutes to complete. Upon successful completion, this will import the required forms, work flows, and web services. CONTACT BOMGAR (US) +44 (0) (UK/EMEA) BOMGAR.COM 7

8 Manual Process Note: Skip this step if the overlay process completes successfully. 1. Add the following forms from the integration file and make sure to select the following: a. Replace Objects on the Destination Server b. Delete Excess Views c. Replace Application Owner 2. Click Finish. The import process may take several minutes to complete. Upon successful completion, this will import the following forms, work flows, and web services into the AR System. a. COL:BGR:Form: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:Configuration:Params h. COL:BGR:ManualDataSync:Status CONTACT BOMGAR (US) +44 (0) (UK/EMEA) BOMGAR.COM 8

9 3. Place the Bomgar Session related fields on the Incident Form (HPD:Help Desk) 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. a. Open the Incident Form (in Best Practice View) and COL:BGR:Form:Setup_Template (in Best Practice View) using BMC Remedy Developer Studio. b. In the menu click Forms > Create View Overlay. This step may not be required if this has already been created for any other customization. c. Add New Panel with the following properties: i. ID= ii. iii. Name=COL_Pnl_Bomgar_Sessions Label=Bomgar Sessions a. Visible=False b. Permission=Public d. Copy and past the following fields on the COL:BGR:Form:Setup_Template form over to the Incident Form. Field ID COL_Btn_Gen_Session_Key COL_Tbl_Session_Summary COL_Col_Session_ID COL_Col_Start_Time COL_Col_End_Time Field Name CONTACT BOMGAR [email protected] (US) +44 (0) (UK/EMEA) BOMGAR.COM 9

10 Field ID COL_Col_Duration COL_Col_File_Count COL_Col_Representative COL_Ctrl_Bomgar_Logo COL_Char_Support_Session_Details e. Save the Incident Form. Field Name 4. Place the Get Support related fields on the Requester Console Form (RQC:RequestDetails) by executing the following steps. (This step is applicable to customers using Requester Console.) a. Open RQC:RequestDetails form (in RQC User IM View) and COL:BGR:Form:Setup_ Template (in 3-RQC-SRM View) in BMC Remedy Developer Studio. b. In the menu click Forms > Create View Overlay. This step may not be required if this has already been created for any other customization. c. Copy and paste the following fields on the COL:BGR:Form:Setup_Template form over to the RQC:RequestDetails form. Field ID COL_Btn_Get_Support_Now COL_VF_Launch_Support_Window COL_Char_Mid-Tier_URL COL_Char_Incident_Number d. Save the RQC:RequestDetails form. Field Name 5. Place the Get Support related fields on the Service Request Console Form (SRS:RequestDetail) by executing the following steps. (This step is applicable to customers using SRM.) a. Open SRS:RequestDetail form (in SRS User View) and COL:BGR:Form:Setup_Template (in 3-RQC-SRM View) in BMC Remedy Developer Studio. b. In the menu click Forms > Create View Overlay. This step may not be required if this has already been created for any other customization. c. Copy and paste the following fields on the COL:BGR:Form:Setup_Template form over to the SRS:RequestDetail form. Field ID COL_Btn_Get_Support_Now COL_VF_Launch_Support_Window Field Name CONTACT BOMGAR (US) +44 (0) (UK/EMEA) BOMGAR.COM 10

11 Field ID COL_Char_Mid-Tier_URL COL_Char_Incident_Number d. Save the SRS:RequestDetail form. Field Name 6. Import the AR System Work Flows and Web Services. a. Repeat the same steps as in the above section in order to import the AR System Work Flows and Web Services using Bomgar_Remedy_Int_With_RQC_7604_v2.0.def or Bomgar_Remedy_Int_With_SRM_7604_v2.0.def. b. Select all objects but forms and import them. 7. Update the host file on AR Server with the following information: <IP Address/Hostname of Mid-Tier Server> bomgar.ars.web Note: If the security policies of the organization do not allow editing the host file on the AR Server, then ignore this step and enter Mid-Tier DNS name (along with the port number if applicable) in the filters listed in the next step. 8. 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 80. Open the following filters in BMC Remedy Developer Studio. Set the port number to the required port number (e.g., 8080 in the screenshot below) and save the filter. From 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 Note: If the security policies of the organization do not allow editing the host file on the AR Server (refer to the previous step), then enter the Mid-Tier DNS name (along with the port number if applicable) in all the filters listed above. For example, change to TierDNSName>:<Port>/BgrARSConnector/services/BgrARSConnector? 9. Flush the Mid-Tier Cache. CONTACT BOMGAR [email protected] (US) +44 (0) (UK/EMEA) BOMGAR.COM 11

12 External Java-Based Connector for the BMC Remedy Integration 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 file in the [Tomcat Home]\webapps\ folder. 2. If IIS is being used as the web server to support Tomcat, then make the below entry 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 file under [Tomcat Home]\common\classes. 4. The BgrConfig.properties file needs to be configured for each environment. Please follow the instructions described in the properties file. A copy of the properties file is reproduced below: #####################Bomgar Connector Properties-Start##################### # Following are the credentials for the Bomgar application bgr.app.url= bgr.api.user=apiuser bgr.api.password=password # 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=bomgar # Replace with the Mid-Tier URL (Use the port # as applicable) # or (where 8080 is the port number) ars.web.url= # The ars.ws.user is Remedy user id. This user should have admin privilege with a fixed license CONTACT BOMGAR [email protected] (US) +44 (0) (UK/EMEA) BOMGAR.COM 12

13 ars.ws.user=admin ars.ws.password=password # 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. 6. Make sure to restart the servers if there are any changes in the BgrConfig.properties file or a new version of the Connector is deployed. CONTACT BOMGAR [email protected] (US) +44 (0) (UK/EMEA) BOMGAR.COM 13

14 BMC Remedy and Bomgar Software Configuration Following are the step-by-step instructions for the AR System/Bomgar Software configuration. 1. Define configuration parameters. Open the COL:BGR:Configuration:Params form or the Remedy-Bomgar Configuration Parameters form (in new mode) in the BMC Remedy User Tool, and add the Mid-Tier URL as shown in the screen shot. Replace with the Mid-Tier URL (use the port number as applicable). Note: Enter the port number if the Mid-Tier is accessible through a port number other than 80 (e.g., 2. Define Bomgar-Remedy user mapping. Open the COL:BGR:UserMapping form or the Remedy-Bomgar User Mapping form (in new mode) in the BMC Remedy User Tool, and define mapping for Bomgar-Remedy users as shown in the screen shot. 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. 3. Create a Bomgar Users group and associate users with this group. a. Open the Group form (in new mode) in the BMC Remedy User Tool, and create a new group as shown in the screen shot. Make sure that the group ID is in the range of and CONTACT BOMGAR [email protected] (US) +44 (0) (UK/EMEA) BOMGAR.COM 14

15 a. Open the User form (in search mode) in the BMC Remedy User Tool, and associate the users to the Bomgar Users group as shown in the screen shot Initiate a Manual Data Sync if needed. Open the COL:BGR:ManualDataSync:Params form or the Remedy-Bomgar Manual Data Sync-Parameters form in the BMC Remedy User Tool. Enter the sync parameters, and then click Sync Data to initiate the data sync process. 5. Check the Manual Data Sync Status if needed. Open the COL:BGR:ManualDataSync:Status form or the 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. CONTACT BOMGAR [email protected] (US) +44 (0) (UK/EMEA) BOMGAR.COM 15

16 Bomgar-Specific Steps in the BMC Remedy Integration This consists of making some configuration changes on the Bomgar software side. Enable the Bomgar API on Your Site 1. The Bomgar Appliance used in this integration requires Bomgar version 10.4 or higher. If prior to 14.2, it must be equipped with Enterprise licensing. The Enable XML API box must be checked on the Management > API Configuration page of your Bomgar /login administrative interface. Note: Prior to 14.2, the Enable XML API setting is found on the Management > Security page. 2. Create a special Bomgar user account to be used for API commands. Do not require this user's password to be reset at next login. Enable all necessary permissions such as the ability to view reports, generate session keys, and participate in the general queue. For simplicity, you can make this user an administrator with all permissions enabled, though this is not required. 3. After saving the user account, edit the account and check the box so that the password does not expire. 4. Create a normal representative user account for yourself. Download the Bomgar representative console and log in. 5. You now can begin testing API commands using your browser. Create the appropriate URLs by copying the samples into a text editor. Modify the parameters as needed for your environment, replacing the hostname, username, password, external key, and so forth. 6. Paste the customized URLs into your browser to test the API commands. The appropriate XML should be returned in the browser. IMPORTANT! If you have been using the BMC Remedy Integration prior to 14.1, an API change in 14.1 could break backward compatibility. Please contact Bomgar Technical Support prior to upgrade to determine if a BMC Remedy Integration update is required. 7. If you receive any errors such as Document Not Found, check that the API user has the necessary permissions. Also, make sure that a representative is logged into the site while you are testing. 8. Conduct a support session using the programmatically generated, seven-character session key or corresponding direct download URL. Examine the external key, which is displayed in the representative console in the details of the support session. The key is also visible from the session queue. 9. After the session completes, view the session report from the Bomgar /login administrative interface. You will notice that if CONTACT BOMGAR [email protected] (US) +44 (0) (UK/EMEA) BOMGAR.COM 16

17 assigned, the external key is displayed for each session. Note: For additional information concerning the Bomgar API, visit and view the API Guide. Add Outbound Event URL 1. Add an outbound event URL in the Bomgar software. a. Log into the Bomgar /login administrative interface using an administrator account. b. Go to Management > Outbound Events. c. Click Add New HTTP Recipient. d. Enter a Name, URL, and Events to Send as shown. e. Click the Add Recipient button at the bottom of the page. Note: The URL will be in the following format: <Protocol>://<Mid-Tier Server Name>:<Port Number>/ BgrARSConnector/BgrMWService Protocol: http or https Mid-Tier Server: The server name or IP address where the Mid-Tier Connector has been deployed. Port Number: The port number through which Mid-Tier is accessible. Ignore the port number if it is 80. EXAMPLES: CONTACT BOMGAR [email protected] (US) +44 (0) (UK/EMEA) BOMGAR.COM 17

18 Appendix: Development Tools and Supported Operating Systems Development Tools Detail Name Action Request System - Server Build 002 Mid-Tier Build 002 ITSM IIS (Internet Information Server) 7.0 Apache Tomcat 6.0 Java Version Version Detail Supported Operating Systems Windows Unix Linux Name Detail Windows XP Windows Server 2003 Windows Server 2008 Windows Server 2012 Solaris IBM AIX HP-UX Red Hat Enterprise Linux 4 Novell SuSE Linux 9 (x64 only) CONTACT BOMGAR [email protected] (US) +44 (0) (UK/EMEA) BOMGAR.COM 18