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Analysts and end users can launch a Bomgar Remote Support session from a ticket in Cloud Service Management. This allows interaction through secure chat and screen sharing between analysts and end users. This integration helps reduce time to resolution and improve customer satisfaction by seeing the customer issue and even taking control to resolve the issue.

Integration Points:

• From a ticket in Cloud Service Management an analyst can trigger an email to the requester and launch a Bomgar Remote Support chat session. The requester will receive an email with a link to download the Bomgar Remote Support client and begin the secure chat session with the analyst and optionally allow the analyst to take control of their machine.

• Self-service users can initiate a chat session with the Service Desk directly from a ticket in self-service. They will be added to the chat queue and any available analyst can take the request and begin the chat and screen sharing session.

• Upon completion of the remote support session, the Bomgar remote support client is automatically deleted from the user's machine and a full log of the chat interaction and a video recording (.mp4 file) of the screen sharing session are linked to the activity history of the ticket.

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Configuration

The Bomgar Remote Support integration requires configuration within the Bomgar portal as well as within Cloud Service Management.

Bomgar Portal Integration Setup

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Login with admin credentials to the Bomgar portal and click on MANAGEMENT and then on API CONFIGURATION

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Step 2

Once Clicked Next go to API :: Configuration section and enable the following options as shown in following screenshot.:

• Enable XML API
• Enable Real-time State API
• Enable Archive API

Step 3

In On the same screen in , go to the section API :: Accounts and click on create new API AccountsAccount

Step 4

Once clicked On the following screen will appear. Perform perform the following actions:

1. Provide Enter the Name of the account
2. Give full permission to command APIGive
3. Select all check boxes under Reporting API to give full permission to reporting API

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1. Copy the OAuth Client ID and OAuth Client Secret field values to a text

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1. file for later use. These values are used in the ServiceAide Cloud Service Management Integrations module.

2. Add the account.

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Step 5

In the same screen in On the API :: Configuration page go to the API :: Custom Field Fields section and click on Create New Field as shown in screen below:

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Step 6

Create a new custom field with the following values:
a.

1. Display Name as ticketId

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1. Code Name as ticketid (Make sure in the code name ticketid should be all lower case)

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1. Check the checkbox

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1. for Show in Rep Console

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1. .
2. Click on Save Changes

Step 7

On the top menu click on MANAGEMENT and then click on OUTBOUND EVENTS

Once the screen renders then in the Navigate to the section “Outbound Events :: HTTP Recipients” and click on Add new HTTP Recipient.

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Add a new recipient, with the following details

1. Name: <name of event>
2. URL: https:// <csm url>/NimsoftServiceDesk/servicedesk/odata/integrationListener?slice=<slice>&$format=JSON
   Need to provide the values of token <csmurl> and <slice> in above url.
3. Check on event Support Session End and provide reentry
4. Provide Retry intervals as shown below

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1. 1. Retry Interval: Every 1 Minute
   2. Retry Duration: After 2 Minutes
2. Save Changes

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Step 9

Click on USERS & SECURITY and then click on then Create New User

Step 10

Once the create new screen appears provide the following details:

1. Username: <user name>
2. Private display Name: <This must be the user name of the “Service Aide CSM agent” Cloud Service Management Analyst otherwise there will be an error in BOMGAR session sharing scenarios>
3. Public display name: <public display name in Bomgar>

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The configuration from the Bomgar portal side is now complete.

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Login as an Administrator in Cloud Service Management and navigate to MENU > MANAGE > TOOLS.

Step 2

In the search bar on the Tools workspace search for “Integrations”Scroll down to locate the Integrations workspace from the Tools list or use the  search bar on to search for “Integrations”. Open the Integrations Workspace.

Step 3

Select Bomgar from the list of integrations. Provide the following values for the integration:

1. domainURL: This will be the URL of the bomgar portal e.g. https://<DEMOORG>.bombarbomgar.com

2. OAuthToken: The value of this field will can be obtained from Step 4 of BOMGAR Bomgar Portal Integration.
   The OAuthToken value is combination of OAuth Client ID and OAuth Client Secret to be provided together separated by a colon(:) for example: 

   Code Block
   title Example
   OAuth Client ID:OAuth Client Secret b8696ab9d2asfdasfasfdasdfasdfasf:asdfqrasdfqasdfSDEDSfsd2134SDSsds

   
   

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Once done you can make this integration active by clicking on the active Active slider on the top and test the integration with “Test Integration” Button.

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