HPSM Integration Guide

HPSM Integration Guide 2015 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

Table of Contents HP Service Manager Integration Guide 3 Bomgar Prerequisites for HP Service Manager Integration 4 Add the Outbound Event URL for the HP Service Manager Integration 6 HP Service Manager Prerequisites 6 Import the Bomgar Integration Unload File into HP Service Manager 7 Modify Out-of-the-Box Items for the HP Service Manager Integration 8 Create Alias Records 8 Add Field to Operator Table for Bomgar ID 9 Modify Link Records 10 Modify Format Records 11 Modify Menu Records 13 Modify Environment Record 14 Modify the Interaction Creation Process 15 Deploy the Web Listener for Bomgar Outbound Events 16 Enable Logging for Troubleshooting the HP Service Manager Integration (if needed) 17 Disclaimers, Licensing Restrictions and Tech Support 18 CONTACT BOMGAR info@bomgar.com 866.205.3650 (US) +44 (0) 1628 480 210 (UK/EMEA) BOMGAR.COM 2

HP Service Manager Integration Guide IMPORTANT! You must purchase this integration separately from both your Bomgar software and your HP Service Manager solution. For more information, contact Bomgar sales. Overview The Bomgar and Hewlett-Packard Service Manager (HPSM) integration gathers information collected by the Bomgar Appliance and places the data into HPSM on a per-interaction basis. Custom Bomgar objects installed within HPSM enable customers to initiate a Bomgar support session by clicking a Get Support Now button installed directly on the HPSM selfservice portal. Conversely, a representative can initiate a Bomgar support session directly within the HPSM console. Both session initiation methods will automatically link the interaction record with the associated Bomgar support session. HPSM and Bomgar will synchronize completed support sessions, viewable in the details of the respective Interaction ticket for the issue. CONTACT BOMGAR info@bomgar.com 866.205.3650 (US) +44 (0) 1628 480 210 (UK/EMEA) BOMGAR.COM 3

Bomgar Prerequisites for HP Service Manager Integration Enable the Bomgar API on Your Site This information is included to provide the general developer assistance getting started. 1. The Bomgar Appliance used in this integration requires Bomgar Version 10.4 or above. If prior to 14.2, it must be equipped with Enterprise licensing. The Enable XML API Interface box is checked on the Management > API Configuration page of your Bomgar /login interface. Note: Prior to 14.2, the Enable XML API setting is found on the Management > Security page. Note: HTTP access to the API is normally disabled. Enable this access only if your site does not have a valid/trusted SSL certificate. 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 the user account 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?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?username=<test>&password=<test>&action=generate_session_ key&type=support&queue_id=general Verify that you can pull Bomgar session reporting using the reporting API: https://<support.example.com>/api/reporting?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 API Programmer's Guide. CONTACT BOMGAR info@bomgar.com 866.205.3650 (US) +44 (0) 1628 480 210 (UK/EMEA) BOMGAR.COM 4

Note: As of 14.2, the file extension.ns has been deprecated from the command and reporting API calls. However, the deprecated methods are still available for backward compatibility. CONTACT BOMGAR info@bomgar.com 866.205.3650 (US) +44 (0) 1628 480 210 (UK/EMEA) BOMGAR.COM 5

Add the Outbound Event URL for the HP Service Manager Integration Bomgar will notify your HPSM 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 HPSM with the appropriate information to pull the relevant session data into the corresponding ticket within HPSM. Add Outbound Event URL in Bomgar Application 1. Login into Bomgar app as an administrator using http://<bomgar server>/login 2. Click Management > Outbound Events 3. Click Add New Recipients 4. Enter Name, URL and Event to Send as shown below 5. Click Add Recipients button at the bottom Note: The URL will be in the following format: <Protocol>://<Mid-Tier Server Name>/ BomgarIntegration/BomgarService Protocol http/https Mid-Tier Server - The server name/ip address where Mid-Tier/connector has been deployed e.g., The sample URL is http://10.16.100.99/ BomgarIntegration/BomgarService 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. HP Service Manager Prerequisites The HPSM used in this integration has all required licenses from HP and includes license for the use of the web service interface. The HPSM unload file delivered with the package is intended to be available across versions 6.2 and higher of HPSM. CONTACT BOMGAR info@bomgar.com 866.205.3650 (US) +44 (0) 1628 480 210 (UK/EMEA) BOMGAR.COM 6

Import the Bomgar Integration Unload File into HP Service Manager To import the unload follow these steps: 1. In the Service Manager Client, select Menu Navigation > Tailoring > Database Manager. 2. Select Import/Load from the menu. 3. Navigate and select the unload file Bomgar_ integration.unl. 4. Click Load FG to start the import. CONTACT BOMGAR info@bomgar.com 866.205.3650 (US) +44 (0) 1628 480 210 (UK/EMEA) BOMGAR.COM 7

Modify Out-of-the-Box Items for the HP Service Manager Integration Create Alias Records Alias records are needed for the display of support session in the interaction and incident records. This section explains how to create the alias records that are needed for this to work. 1. Select System Definition > Tables > incidents. 2. Double click on the incidents table from the table list. 3. Select Fields and Keys tabs 4. Select incident.id from the fields list. 5. Click on New button under Aliases list. 6. Enter incident.id.bomgar in the box displayed. 7. Click Save. 8. Double click on the probsummary table from the table list. 9. Select Fields and Keys tabs. 10. Select number from the fields list. 11. Click on New button under Aliases list. 12. Enter number.bomgar in the box displayed. CONTACT BOMGAR info@bomgar.com 866.205.3650 (US) +44 (0) 1628 480 210 (UK/EMEA) BOMGAR.COM 8

Add Field to Operator Table for Bomgar ID Operators that use Bomgar will need an ID to access the Bomgar tool. This ID will be stored in the operator record. When a technician instigates a support session from Service Manager, the ID stored in the Service Manager Operator record will be used to direct the support session to the appropriate queue. If no ID is entered, then the ID used will be the operator ID that is used to log into Service Manager. The ID and/or the name must match the data used in the Bomgar tool. 1. Select System Definition > Tables > Operator. 2. Double click on the operator table from the table list. 3. Select Fields and Keys tabs. 4. Click on New Field button under Fields list. 5. Enter field name in the box that is displayed: bomgar.id 6. Select field data type from the dropdown provided: character. CONTACT BOMGAR info@bomgar.com 866.205.3650 (US) +44 (0) 1628 480 210 (UK/EMEA) BOMGAR.COM 9

Modify Link Records Link records are required for the display of Bomgar support sessions in the interaction and incident records. This section details how to add the required link line items to properly display this data and access the support session details when you select them and double-click. Modified versions of the Out of the Box link records have been provided (Bomgar.incidents and Bomgar.probsummary) in the integration unload. 1. In the Service Manager client select Menu Navigation > Tailoring > Tailoring Tools > Links. 2. Search for the incidents link record. 3. Add two new link lines: Select the first empty line and choose the option Select Line. This will bring up the detail window. The first line added to the incidents link record will display the data from the bomgarsession file. (Copy the information from the screenshot on the right). Select the next empty line and choose the option Select Line. This will bring up the detail window. The second link allows access to the selected record when double clicked. (Copy the information from the screenshot on the right.) 4. Save the link line and save the link record. 5. In the Service Manager Client select Menu Navigation > Tailoring > Tailoring Tools > Links. 6. Search for the probsummary link record. 7. Add two new link lines: Select the first empty line and choose the option Select Line. This will bring up the detail window. The first line added to the probsummary link record will display the data from the bomgarsession file. (Copy the information from the screenshot at right.) Select the next empty line and choose the option Select Line. This will bring up the detail window. The second link allows access to the selected record when double clicked. (Copy the information from the screenshot at right.) 8. Save the link line and save the link record. CONTACT BOMGAR info@bomgar.com 866.205.3650 (US) +44 (0) 1628 480 210 (UK/EMEA) BOMGAR.COM 10

Modify Format Records Add Bomgar Support Sessions tab to interaction and incident forms as needed. The formats that are provided are: bomgar.im.update.incident, bomgar.im.close.incident and bomgar.sd.update.interaction. These are copies of the Out-of-the-Box formats and should be used as examples, or can be used to replace existing formats: IM.update.incident, IM.close.incident and SD.update.interaction. 1. In the Service Manager client select Menu Navigation > Tailoring > Forms Designer. 2. If this is an Out-of-the-Box installation, the forms provided should be renamed to the original names. a. Enter form name (ex. IM.update.incident) b. Chose option: Copy/Rename c. Enter new name to back up existing form (ex. IM.update.incident.OOB) d. Select rename e. De-select link and format Control checkboxes. f. Click on check box to save format with new name. g. Click OK Interaction Form: Incident Form: h. Enter name of form provided by the integration unload (ex. Bomgar.IM.update.incident) i. Chose option: Copy/Rename j. Enter new name to back up existing form (ex. IM.update.incident) k. Select Rename l. Click OK m. Repeat as necessary for all formats (IM.close.incident and SD.update.incident) that contain or will need the new display for support sessions. 3. If this is a modified installation then alter existing forms to add new tab. (repeat to add to as many forms as needed) a. Enter form name (ex. bomgar.im.update.incident). b. Click Design. c. Click on the tab Support Sessions and use Control-C. d. Click cancel. e. Click Ok. f. Enter name of form to add Bomgar tab. g. Click Design. h. Click on the notebook to add the Bomgar tab to all forms as needed. i. Add tab using Control-V. j. Change tab order as needed. k. Click Ok l. Click Ok. Note: Updating the forms for version 9.2 requires the copy and paste to be done on the contents of the tab, not the tab itself. A group will need to be created, named Support Sessions. Then paste the data into that group as needed. CONTACT BOMGAR info@bomgar.com 866.205.3650 (US) +44 (0) 1628 480 210 (UK/EMEA) BOMGAR.COM 11

The operator form has been altered to store the newly added field for the Bomgar ID. This ID can be placed anywhere that makes sense for your implementation. The bomgar.operator.g format in the unload file is a copy of the Out of the Box operator.g format. 1. In the Service Manager client select Menu Navigation > Tailoring > Forms Designer. 2. Search for the operator.g format record. 3. Add fields to form: Label: Bomgar ID: Text field: input: bomgar.id CONTACT BOMGAR info@bomgar.com 866.205.3650 (US) +44 (0) 1628 480 210 (UK/EMEA) BOMGAR.COM 12

Modify Menu Records You must add access to the environment to an existing menu record to display on the environments section. Example provided is a copy of Out-of-the-Box menu ENV RECORDS. 1. In the Service Manager client select Menu Navigation > Tailoring > Tailoring Tools > Menus. 2. Enter Bomgar ENV RECORDS. 3. Click Search. 4. Using the current record as an example with line 13, add this data as needed for the existing implementation. CONTACT BOMGAR info@bomgar.com 866.205.3650 (US) +44 (0) 1628 480 210 (UK/EMEA) BOMGAR.COM 13

Modify Environment Record The environment record stores the URL path to the Bomgar service, the initial queue to access when opening a ticket using ESS as well as the username and password to connect to the Bomgar API. You must change these items to allow access as needed after completing the installation. 1. In the Service Manager client select Menu Navigation > System Administration > Ongoing Maintenance > Environment Records > Bomgar Support Integration. 2. Update information as needed. CONTACT BOMGAR info@bomgar.com 866.205.3650 (US) +44 (0) 1628 480 210 (UK/EMEA) BOMGAR.COM 14

Modify the Interaction Creation Process The process cc.first.log will need to be altered to allow for the support sessions to be launched when a ticket has been created from the ESS form. A copy of the Out-of-the-Box process has been provided. Add the entire contents of the Final Javascript section. 1. In the Service Manager client select Menu Navigation > Tailoring > Document Engine > Processes. 2. Search for Bomgar.cc.first.log process. 3. Copy the entire contents from the Final Javascript tab. 4. Search for cc.first.log process. 5. Paste data from clipboard into Final Javascript tab. CONTACT BOMGAR info@bomgar.com 866.205.3650 (US) +44 (0) 1628 480 210 (UK/EMEA) BOMGAR.COM 15

Deploy the Web Listener for Bomgar Outbound Events The Bomgar Integration listener is designed to receive an outbound event message from the Bomgar system. This message indicates that there is a support session that has been completed and the data is ready to be requested from Service Manager. Deploy the BomgarIntegration.war file in the same manner as the web tier for your implementation of Service Manager. For more information see the documentation for Service Manager installation relating to the web tier deployed. Note: If using Tomcat, place the BomgarIntegration.war file in \webapps\ folder and the.war file will install itself. Once the web tier has been deployed, update bomgar.ini file to include in the WEB-INF folder with the proper credentials to connect to Service manager: Server name or IP address, port, user name and password. Sample Bomgar.ini: To ensure that the web tier for Service Manager and the new Bomgar integration do not conflict, a few files will need to be verified for the integration. 1. Navigate to the Service Manager web tier installation > WEB-INF/lib folder. 2. Copy the files starting with saaj. 3. Navigate to the Bomgar Integration installation > WEB-INF/lib folder. 4. Delete the existing saaj* files and replace them with the files from the Service Manager web installation. 5. Restart or reset the web application to ensure that the new files are loaded. CONTACT BOMGAR info@bomgar.com 866.205.3650 (US) +44 (0) 1628 480 210 (UK/EMEA) BOMGAR.COM 16

Enable Logging for Troubleshooting the HP Service Manager Integration (if needed) Service Manager logging captures warning, information and error messages. The sm.ini file determines what data will be tracked. There are a few typical debug entries that can be enabled to assist in troubleshooting potential problems: rtm:4 - (Response Time Monitor) debughttp:1 (write HTTP SOAP requests and responses to the following log files) With all entries in the sm.ini file, refer to the Service Manager help for more information. When these entries are added or updated, a restart of the Service Manager server may be required. CONTACT BOMGAR info@bomgar.com 866.205.3650 (US) +44 (0) 1628 480 210 (UK/EMEA) BOMGAR.COM 17

Disclaimers, Licensing Restrictions and Tech Support Disclaimers This document is provided for information purposes only. Bomgar Corporation may change the contents hereof without notice. This document is not warranted to be error-free, nor subject to any other warranties or conditions, whether expressed orally or implied in law, including implied warranties and conditions of merchantability or fitness for a particular purpose. Bomgar Corporation specifically disclaims any liability with respect to this document and no contractual obligations are formed either directly or indirectly by this document. The technologies, functionality, services, and processes described herein are subject to change without notice. BOMGAR, BOMGAR BOX, mark B, JUMP and UNIFIED REMOTE SUPPORT are trademarks of Bomgar Corporation; other trademarks shown are the property of their respective owners. Licensing Restrictions One Bomgar Remote Support license enables one support representative at a time to troubleshoot an unlimited number of remote computers, whether attended or unattended. Although multiple accounts may exist on the same license, two or more licenses (one per concurrent support representative) are required to enable multiple support representatives to troubleshoot simultaneously. One Bomgar Privileged Access Management license enables access to one endpoint system. Although this license may be transferred from one system to another if access is no longer required to the first system, two or more licenses (one per endpoint) are required to enable access to multiple endpoints simultaneously. Tech Support At Bomgar, we are committed to offering the highest quality service by ensuring that our customers have everything they need to operate with maximum productivity. Should you need any assistance, please contact Bomgar Technical Support at help.bomgar.com. Technical support is provided with annual purchase of our maintenance plan. CONTACT BOMGAR info@bomgar.com 866.205.3650 (US) +44 (0) 1628 480 210 (UK/EMEA) BOMGAR.COM 18