Bomgar Remote Support Integration


About This Integration
SM_IntegrationIntroduction

You can integrate third-party systems with Product name - ev itsm.png in many ways. The method you select will depend on business requirements, architectural and security constraints as well as the characteristics specific to each third-party application or service.

This document describes an integration process that has already been implemented in a customer context. 

To find out more about this integration (e.g. scripts to be used), please contact the Logo - EasyVista.png Consulting & Professional Services team, the Logo - EasyVista.png Support team, or your service provider and integrator.

Integration Summary

Bomgar is a secure remote support solution that allows remote access to workstations, servers, point-of-sale systems or mobile devices. It enables Service Desk technicians to perform an accurate diagnosis or to access a user workstation through a remote connection in order to solve IT-related problems or to provide assistance in performing tasks.

You can use this integration for both remote support during sessions with a user and during sessions with Jump Clients.

  • For incidents, all information is stored in the form at the end of the session. This may include URL links to the Bomgar console with the content of the discussion via a chat with the files exchanged during the session.
     
Integration Data Feed (direction) Authentication Type Integration Connector Options

Product name - ev itsm - big.png

Up and Down arrow.png

Logo - Bomgar.png

N/A

Bomgar Remote Support API

Bomgar Client Scripting API

Bomgar Session Generation API

HTTP request/URL Call

Product name - ev itsm.png SaaS

Product name - ev itsm.png On-premise

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SaaS Version of Third-Party Product

On-Premise Version of Third Party Product

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Supported Versions

Bomgar

V12.3.1

Bomgar

V13.1.1

Bomgar

V14.1.1

Bomgar

V14.3.1

Bomgar Remote Support

V15.1.x

Bomgar Remote Support

V16.1.x

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Operating principle

    Example documentation icon EN.png  For a session with a user
 

Process Step Description
Bomgar Process.png

(1)

Call from a user to the Service Desk to report an incident.

(2)

In Product name - ev itsm.png, a new incident is created or an existing incident is reopened by the Service Desk.

(3 - 4 - 5)

Service Desk technicians request a Bomgar remote support session to access the user workstation via, for example, a hyperlink inserted in the Quick Call or the opened incident form.

* The Bomgar console generates a session key and a URL for starting the Bomgar session and displays this information to the technician in a pop-up.

(6)

The Service Desk technician sends the Bomgar session key or URL to launch the Bomgar session to the user, usually by email to avoid data entry errors.

(7)

The Bomgar session is initialized by the user, who enters the session key in the Bomgar portal, usually accessible via the Logo - EasyVista.png portal or the corporate portal, or via the copy of the launch URL in a Web browser.

* If Java is not installed or does not work on the workstation, users may be required to download and run an executable file for the session duration.

* An action is automatically added to the History tab in the Incident form.

(8)

Discussion between the Service Desk technician and the user during the Bomgar session via chat and file transfer.

(9)

At the end of the Bomgar session, session data is sent to the Product name - ev itsm.png technical support agent by email.

(10)

Session data is received in Product name - ev itsm.png and stored in the History tab in the Incident form.

Example

Bomgar remote support session via a URL called from a hyperlink on an Action form
         Bomgar via Hypertext link.png

Notes

  • Remote takeover should only be done by trusted service providers as they have temporary access to the user’s computer files and data.
  • All systems can be accessed and controlled remotely, even those protected by a firewall, on any platform (Windows, Mac, Linux, Android, Apple iOS, BlackBerry).
  • All session data is encrypted (SSL).
  • If Java is not installed or does not work on the workstation, users may be required to download and run an executable file for the session duration.
     

    Open url.png  see:

Procedure: How to implement a Bomgar remote support session on a form

1. Select Product name - ev itsm.png to configure the technical support agent

  • Select Administration > Technical support agent in the menu.
  • Create a mailbox for Bomgar which is monitored using the technical support agent.
  • Use the email address Bomgar should send the session results to as your login.

2. Select the Bomgar console to configure remote access:

  • Activate the XML API: click on the API Configuration tab and check the Enable XML API box.
             Bomgar - API Configuration.png
  • Specify the information to be sent via email to the technical support agent at the end of the Bomgar session, and to be stored on the Incident form.
    • click on the Outbound Events tab;
               Bomgar - Outbound email configuration.png
    • click on [ ADD NEW EMAIL RECIPIENT ] and complete the following fields:

      Name: Unique name of the destination.
      Email Address: Email address of the technical support agent.
      Subject: Subject of the email.
      Body: Information for the technical support agent.
               Example documentation icon EN.png  

                %SESSION_SUMMARY%
                %SESSION_NOTES%
                %SESSION_CHAT%
                %SCREEN_SHARING_RECORDING%
               @OPERATION@='MAIL'
               @RFC_NUMBER@='%EXTERNAL_KEY%'

      • Parameters in red are required to indicate the type of operation to be performed by Bomgar:
        • @RFC_NUMBER@: incident number in Product name - ev itsm.png, the same as the value of the Bomgar %EXTERNAL_KEY% variable
        • @OPERATION@='MAIL': indicates sending of the results of the session via email
      • %SESSION_ parameters...: Bomgar settings sent to the technical support agent and stored in the History tab in the Product name - ev itsm.png Incident form:
        • Summary: Summary of the session
        • Notes: Notes from the session
        • Chat: Content of exchanges during the chat session
       

3. Go back to Product name - ev itsm.png to configure access to Bomgar remote support on the form you want (e.g. Incident or Action):

  • Select the form and click on Tools icon.png > Edit icon.png Edit to change to Editor mode.
  • Complete the necessary information for the type of configuration you want to implement on the form Product name - ev itsm.png.

    Best Practice icon.png  Configuration is preferred via a hyperlink, as it applies to all Internet browsers.

  • Click on [ ENREGISTRER ]: the form is updated and access to Bomgar remote support is available.
     

4. When technical support agents request remote access to a user workstation, via the configured Product name - ev itsm.png form, a pop-up will display the session key and launch URL for the Bomgar session.
         Bomgar - Launch URL.png

  • The Service Desk will send this information to the user who will then initialize the Bomgar session in their environment.
  • The technical support agent and the user can then proceed with their discussion.
  • At the end of the Bomgar session, session data will be sent to the technical support agent and the History tab in the Incident form will be automatically updated.

3 ways of integrating Bomgar remote support in a form

    Open url.png  see Description and Configuration of a form

Best Practice icon.pngBest practice: Via a hyperlink to the Bomgar console

1. Select the Product name - ev itsm.png form and click on Tools icon.png > Edit icon.png Edit to change to Editor mode

2. Insert a Spaces object where you would like it.
    Space object.png

3. Click on Inspector properties icon.png, then in Property Inspector, complete the Alias field using Multilingual labels icon.png, by moving the HTML tag, <a href="..."> enabling a Bomgar session to be launched.

    Example documentation icon EN.png  

  • To launch a Bomgar session with a user from an Action form:
    <a href="https://{your_customer-bomgar-url}/api/client_script?type=rep&operation=generate&action=generate_session_key&session.custom.external_key=@@SD_REQUEST.RFC_NUMBER@@">{Bomgar}</a>
  • To launch a Bomgar session with a Jump Client from an Employee form (Bomgar then proposes a list of Jump Clients associated with the employee):
    <a href="https://{your_customer-bomgar-url}/api/client_script?type=rep&operation=generate&action=start_pinned_client_session&search_string=@@AM_EMPLOYEE.LOGIN@@">{Bomgar}</a>
  • To launch a Bomgar session with a Jump Client from an Action form (Bomgar then proposes a list of Jump Clients associated with the incident recipient):
    <a href="https://{your_customer-bomgar-url}/api/client_script?type=rep&operation=generate&action=start_pinned_client_session&search_string=@@AM_RECIPIENT.LOGIN@@&session.custom.external_key=@@SD_REQUEST.RFC_NUMBER@@">{Bomgar}</a>

    Note

  • {your_customer-bomgar-url} = URL for access to the Bomgar console from the Product name - ev itsm.png platform
  • {Bomgar} = Name of hyperlink on the form
             Example documentation icon EN.png  Bomgar, Bomgar remote support, Remote maintenance
  • To add a Bomgar logo, insert a <img> tag in front of the <a> tag.
             Example documentation icon EN.png  
    <img src="https://www.bomgar.com/facebook-icon.png" width="30" height="30" alt="Logo Bomgar"/>&nbsp;<a href="...">{Bomgar}</a>

Via a button that launches a script

1. Create a script file containing the remote access command and save it in the shared folder defined in Other parameters ({ADMIN} Script folder).

Note: The file contains the URL for accessing Bomgar and can give dynamic parameters such as the incident number or requester.

2. Select Administration > Parameters > Script in the menu and create the script so that it can be run using the Execute Script wizard in a form. Open url.png See the procedure.

3. Select the form you want:

  • add the button;
  • link the Run a script wizard and select the script.

Via the pop-up menu of a field


Access to Bomgar remote support takes place using the pop-up option World icon.png Display related information.
         Example Manager contextual icons.png

1. Select the form Product name - ev itsm.png and click on Tools icon.png > Edit icon.png Edit to change to Editor mode.

2. Click Inspector properties icon.png next to the field you want.
         Example documentation icon EN.png  Example Manager properties.png

3. In Inspector Properties, next to the Browse points icon.png action icon URL Icon, select the option True to activate it, then click on Browse points icon.png and complete the fields below:

  • HTTP address: Select the link option to run a URL.
  • URL Field: Select the field in which remote support is run.
  • Address 1: URL for starting remote support.
     

    Example documentation icon EN.png  To launch a Bomgar session with a user from an Action form:

https://{your_customer-bomgar-url}/api/client_script?type=rep&operation=generate&action=generate_session_key&session.custom.external_key=@@SD_REQUEST.RFC_NUMBER@@ 

    Note

  • {your_customer-bomgar-url} = URL to access the Bomgar console from the Product name - ev itsm.pngplatform
  • To integrate the chat function, enter, for example, the following URL:
https://{your_customer-bomgar-url}/api/start_session?issue_menu=1&customer.name=@@AM_RECIPIENT.LAST_NAME@@&customer.company=Company%20Name&customer.company_code=1234&customer.desc=I%20need%20support&id=1&external_key=@@SD_REQUEST.RFC_NUMBER@@
  • customer.name: Name of the recipient.
  • customer.company: Name of the company for Bomgar.
  • customer.company_code: Code of the company for Bomgar.
  • customer.desc: Subject of the chat session.

List of variables which can be given as a parameter

Variable Description
@@TABLE.FIELDNAME@@ Table name followed by the name of the field, which may be:
  • AM_ASSET: table of assets
  • AM_EMPLOYEE: table of employees
  • SD_REQUEST: table of incidents/service requests

Example documentation icon EN.png @@AM_ASSET.NETWORK_IDENTIFIER@@: Asset network identifier

@@CONNECTED@@ Name of connected user
@@CONNECTED.LOGIN@@ Login of connected user
@@RECIPIENT@@ Name of recipient of the incident/request/action
@@RECIPIENT.LOGIN@@ Login of recipient of the incident/request/action
@@REQUESTOR@@ Name of requester of the incident/request/action
@@REQUESTOR.LOGIN@@ Login of requester of the incident/request/action
@@UID@@ Unique identifier of SMS collections and publications, generated at the time of the script/URL call
@@COUNTER@@ Counter increased with each script/URL call. Note: Starts with the value 1
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Last modified by Unknown User on 2017/04/07 11:21
Created by Administrator XWiki on 2016/01/20 17:11

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