Bomgar Integration mApp Solution

Cherwell Version Requirements: 8.1.0 or later

Bomgar Version Requirements: 16.1.4, 16.1.3, 15.2.1, or 15.1.4

Prerequisites: Bomgar URL, Bomgar API Username, Bomgar API Password, Incident ID (if applicable), Journal Remote Session History ID (if applicable)

Overview

The Bomgar Integration mergeable application (mApp) Solution provides functionality that enables secure, real-time remote support sessions. Using the mApp Solution, CSM technicians and Customers can launch remote support sessions directly from CSM to encourage real-time collaboration and fast resolution of IT issues. Session details (example: Chat conversation history) can then be stored in an applicable Business Object.

CSM integrates with Bomgar's remote support services using the Bomgar Application Programming Interface (API). Bomgar remote support service commands are configured in CSM so technicians can launch remote support sessions directly from any CSM Business Object. With a single click, technicians and Customers can initiate these sessions through the CSM Desktop Client or Portal Client. At the end of a session, CSM Business Objects (example: Incidents and Change Requests) are created or updated to store the session's details in the Business Object's Journal.

The CSM remote support integration allows Customers to request immediate assistance with IT issues and to communicate real-time with technicians through a chat window in the Portal. Technicians provide remote support to Customers through the Bomgar Representative Console. The Console is the interface that Bomgar provides for technicians to chat with Customers, remotely control their computers, share files, etc., to resolve the Customer's issues.

Note: To use Bomgar remote support capabilities in CSM, a Bomgar Appliance must be purchased, installed, and configured. Refer to the Bomgar website for more details (www.bomgar.com). In addition, Customers must have at least one Bomgar account that CSM can use to make API requests to Bomgar. Technicians who use the Bomgar Representative Console to conduct remote support sessions with Customers also need individual Bomgar accounts to download and use the Console.

How the mApp Solution Works

CSM provides Bomgar as a mApp Solution so that Users can easily incorporate real-time remote support sessions into their existing system. Download the mApp Solution from the Cherwell mApp Exchange. Use the Apply mApp wizard to apply the mApp Solution to your CSM system. The Apply mApp Solution wizard generates a Blueprint, which can then be viewed and published to a test or live system to commit the changes.

The mApp Solution includes the following items:

Item Category Item Typical Merge Action
Automation Process Bomgar Update Session Record Import

Business Object

 

Journal - Integrations Audit Import
Incident Merge
Journal - Remote Support History Overwrite
Configuration Item, Journal Don't Change
Custom View Portal Default Don't Change
Image Bomgar 16x16, Bomgar 32x32, Create Chat Session Import
One-Step Action Configure Bomgar Path, Create Journal from Email, Get Logged-In Reps, Get Session Info, NEW Portal Create CI BomgarSession, NEW Portal Create New Session, Portal Create Session, Remote Control, Tech Start Chat Session, Update Remote Session Info Import
Expression 400, 401, 403, 404, 405, 500, 503, json, xml Import
Stored Value BOMGAR Password, Bomgar Path, BOMGAR URL, BOMGAR UserName, BOMGAR Version, Incident Object ID, IsAvailable, IsOnline, Journal Object ID, SessionKey Import
Bomgar Chat Integration, Bomgar Remote Control Integration Overwrite
Theme Professional Grey Don't Change
Web Service BOMGAR Import
  • Import: Add new item.
  • Overwrite: Replace target item.
  • Merge: Merge differences.
  • Don't Change: Referenced by the mApp Solution, but not altered in any way. The mApp Solution includes the definition for informational purposes only (the definition is not imported into the target system).

Related Reading

Steps to Apply the mApp Solution

To apply the mApp Solution, perform the following high-level steps:

  1. Download the mApp Solution.
  2. Apply the mApp Solution using the Apply mApp wizard in CSM Administrator.

Steps to Configure the mApp Solution

After applying the mApp Solution, perform the following high-level steps to configure the mApp Solution:

  1. Define CSM remote support.
  2. Update the URL in the Web Service Object.
  3. Set the remote session history as the default Form.
  4. Add Bomgar Form elements to Incident Forms.
  5. Add Bomgar Form elements to the view-only Portal Incident Form.
  6. Add Bomgar Form elements to the Portal Configuration Item Form.
  7. Define Bomgar menu bar option.
  8. Define security rights for Portal Customers and Workgroup Managers.
  9. Define automation process for Business Hours.
  10. Define the Configure Bomgar Path One-Step.
  11. Configure the Outbound Event in Bomgar
  12. Configure the API Fields in Bomgar

Steps to Use the mApp Solution

After applying the mApp Solution, perform the following high-level steps to use the mApp Solution:

  1. Conduct a Remote Support Session using the Bomgar Representative Console.
© Copyright 2018 Cherwell Software, LLC. All rights reserved.