About this integration

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.

• A Bomgar session can be opened from any  form Service Manager (e.g. Incident or Action).
             see Different remote support configurations

• 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.
   

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

Operating principle

Process	Step	Description
	(1)	Call from a user to the Service Desk to report an incident.
	(2)	In Service Manager, 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 EasyVista 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 Service Manager technical support agent by email.
	(10)	Session data is received in Service Manager 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
         

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.
   

       see:

• Bomgar API homepage (EN)
• Bomgar API for generating a session with a user (EN)
• Bomgar API for generating a session with a Jump Client (EN)
• Bomgar Guide to configuring Outbound Events (EN) (variable and macro references)

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

1. Select Service Manager 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.
           

• 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;
             
  • 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  

              %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 Service Manager, 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 Service Manager Incident form:
      • Summary: Summary of the session
      • Notes: Notes from the session
      • Chat: Content of exchanges during the chat session

3. Go back to Service Manager to configure access to Bomgar remote support on the form you want (e.g. Incident or Action):

• Select the form and click on  > Edit to change to Editor mode.
• Complete the necessary information for the type of configuration you want to implement on the form Service Manager.

    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 Service Manager form, a pop-up will display the session key and launch URL for the Bomgar session.
         

• 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

       see Description and Configuration of a form

Best practice: Via a hyperlink to the Bomgar console

1. Select the Service Manager form and click on  > Edit to change to Editor mode

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

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

     Note: 

• {your_customer-bomgar-url} = URL for access to the Bomgar console from the Service Manager platform
• {Bomgar} = Name of hyperlink on the form

  example  Bomgar, Bomgar remote support, Remote maintenance

• To add a Bomgar logo, insert a <img> tag in front of the <a> tag.

  example  

  <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).

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.  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 Display related information.
         

1. Select the form Service Manager and click on  > Edit to change to Editor mode.

2. Click  next to the field you want.

3. In Inspector Properties, next to the  action icon URL Icon, select the option True to activate it, then click on  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.
   

     Note: 

• {your_customer-bomgar-url} = URL to access the Bomgar console from the Service Managerplatform

• To integrate the chat function, enter, for example, the following URL:

List of variables which can be given as a parameter