About This Integration

Overview of the integration

TeamViewer is a remote support and remote access software.

This integration enables you to run a TeamViewer remote control session using a deep link found in an Equipment form or an Incident form associated with an item of equipment.

Integration Data Feed (direction)		Authentication Type		Integration Connector Options
Service Manager		Depending on the third-party service used (authentication managed by Logic Apps) Basic Authentication for the Service Manager API REST		Service Manager :    Workflow    Business rule

Versions disponibles
	SaaS	On-premises
Service Manager
Third-party product		N/A

Prerequisites

• TeamViewer must be in version 10 or later.
• You must have an account authorizing access to your Service Manager platform with a profile and access rights to Equipment and Incident forms.

• You must have a TeamViewer ID for the equipment where you want to configure a remote control session. The IDs are unique to each machine. Please contact your administrator to obtain the relevant ID.

Procedures

How to configure a TeamViewer remote control session in Equipment and Incident forms

Step 1: Add the TeamViewer Identifier field to the Equipment form

1. Open an Equipment form.

2. Click  in the top banner and select Edit Form.

The main form presentation of the form will appear.

3. Drag the TeamViewer Identifier field to the spot you want in the main form presentation.

Note: If the field is not available in the list of fields at the bottom of the screen, click Add Field and select the TEAMV_IDENTIFIER field from the AM_ASSET table.

4. Click Save and Close.

You will return to the Equipment form. The new TeamViewer Identifier field will appear.
         
 

Step 2: Configure the deep link

Step 2.a: Configure the deep link for the TeamViewer Identifier field in the Equipment form

1. Open an Equipment form.

2. Click  in the top banner and select Edit Form.

3. Open the Properties Inspector by clicking  next to the TeamViewer Identifier field.

4. Open the Properties Inspector of the deep link by clicking  +  below the Deep Linking section.

5. Specify the information on the deep link used to run TeamViewer as shown below.

• Software: Select the TeamViewer value.
• Action:  Select the Remote Control value.
• Title: Select the TeamViewer Remote Control value.
• Title: Enter the multilingual name to be displayed when the cursor hovers over the dedicated TeamViewer icon.
• @@AM_ASSET.TEAMV_IDENTIFIER@@: Select the AM_ASSET.TEAMV_IDENTIFIER field.

Note: The Icon and URI fields will automatically be loaded using the deep linking configuration defined for TeamViewer.

6. Click Apply Changes and click Close Inspector.

7. Click Save and Close.

You will return to the Equipment form. The dedicated TeamViewer icon will appear on hover over the field.
         
 

Step 2.b: Configure the deep link for the Equipment field in the Incident form

1. Open an Incident form.

2. Click  in the top banner and select Edit Form.

3. Open the Properties Inspector by clicking  next to the Equipment field.

4. Open the Properties Inspector of the deep link by clicking  +  below the Deep Linking section and specify the relevant information, just like in the Equipment form.

5. Click Apply Changes and click Close Inspector.

6. Click Save and Close.

You will return to the Incident form. The dedicated TeamViewer icon will appear on hover over the Equipment field.
         

How to run a TeamViewer remote control session from an Equipment form

Prerequisites

• You must first add the TeamViewer Identifier field to the Equipment form.
• You must first configure the deep link for the TeamViewer Identifier field before you can run a remote control session from the Equipment form.

      See the procedure
 

Step 1: Enter the TeamViewer ID of the machine in the Equipment form

1. Open the Equipment form of the machine that you want to access remotely.

2. Enter the TeamViewer ID of the machine in the TeamViewer Identifier field.

Step 2: Run a remote control session from the Equipment form

1. Hover over the TeamViewer Identifier field and click the dedicated TeamViewer icon.

The remote control session on the machine will automatically run in a new Web browser tab.
         

You can access the machine using the TeamViewer console.
         
 

How to run a TeamViewer remote control session from an Incident form associated with an item of equipment

Prerequisites

• You must first add the TeamViewer Identifier field to the Equipment form.
• You must first configure the deep link for the Equipment field in the Incident form before you can run a remote control session from the Incident form.

      See the procedure
 

Step 1: Enter the TeamViewer ID in the Equipment form

1. Open the Equipment form associated with the incident.

2. Enter the TeamViewer ID of the equipment in the TeamViewer Identifier field.

Step 2: Run a remote control session on the equipment from the Incident form

1. Open the Incident form associated with the item of equipment.

2. Hover over the Equipment field and click the dedicated TeamViewer icon.

The remote control session on the machine will automatically run in a new Web browser tab.
         

You can access the machine using the TeamViewer console.