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Bomgar Integration

Overview

Bomgar is a remote support solution that enables secure, real-time remote support sessions to encourage collaboration and fast resolution of IT issues. Remote support allows Users to provide immediate assistance to Customers, no matter where they are located. Technicians can remotely control multiple systems, chat with multiple Customers, and collaborate with other Technicians to fix problems faster. Bomgar routes all activity through a secure appliance that sits behind your firewall. CSM integrates with Bomgar so that CSM Technicians and Customers can launch remote support sessions directly from CSM. Session details (ex: Chat conversation history) can then be stored in an applicable Business Object.

How the Integration Works

Bomgar integrates with a remote support services using the Bomgar Application Programming Interface (API). Bomgar remote support service commands are configured in CSM so that Customers and Technicians can launch remote support sessions with a single click directly from the CSM Desktop Client or Portal. When Customers initiate remote support sessions, they can communicate real-time with Technicians using a chat window in the Portal. When Technicians provide remote support to Customers, they use 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. At the end of a session, CSM Business Objects (ex: Incidents and Change Requests) can be created or updated to store the session's details; these details are stored in the Business Object's Journal.

After the Bomgar Appliance is purchased and installed, Users need to do a few things to enable and configure the integration:

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Steps to Integrate

  1. Configure chat service integration features security rights: Allow (or prevent) CSM Users to edit remote support settings in CSM Administrator and execute remote support service commands from CSM (ex: initiate a remote support session, add session history to Business Objects, etc.).
  2. Configure Bomgar to send information to CSM: Configure Bomgar to send remote support session event notifications to the Cherwell Web Service (CWS) for processing session history.
  3. Configure remote support settings in CSM:
    1. Define general settings for remote support.
    2. Define Customer identification settings for remote support.
    3. Define which Business Objects can be linked to remote support sessions.
  4. Configure Bomgar remote support service commands:
    1. Default Bomgar Remote Support Service One-Steps that execute remote support service commands from various locations within CSM.
    2. (Optional) Add remote support service commands to controls or toolbars on CSM Business Object Forms so that remote support can be launched directly from Business Objects.
    3. Configure remote support service commands to define additional behaviors beyond those defined in the remote support settings in CSM Administrator.

      Note: This is only necessary for the New Chat Session command and the Remotely Administer a Device command.

  5. (Optional) Configure the Remote Support History Journal: The Remote Support History Journal is a Supporting Object/Form, which is attached to the default Business Object specified in the CSM remote support settings, and contains preconfigured Fields and attributes for remote support session history details. Fields and attributes can be added as needed.

See Also

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