LogMeIn Rescue BMC Remedy Integration · This configuration document provides detailed steps for configuring BMC Remedy Studio to invoke the ... LogMeIn Rescue BMC Remedy Integration

LogMeIn Rescue BMC Remedy Integration

Copyright © 2013 LogMeIn, Inc. 1


Contents

1 Overview ...................................................................................................................................... 2

2 Add buttons to HPD: Help Desk form ............................................................................................ 3

3 Add new control to User form ...................................................................................................... 6

4 Create Generate PIN form............................................................................................................. 8

5 Create Update LogMeIn Credentials form ................................................................................... 11

6 Create web service for HPD: WorkLog form ................................................................................ 12

7 Create open Generate PIN popup active link .............................................................................. 14

8 Create open Update Credentials popup active link ..................................................................... 15

9 Create Check Default Setting Active Links ................................................................................... 16

10 Create Generate PIN Active Links ................................................................................................ 17

11 Create Set PIN Visibility Active Link ............................................................................................ 19

12 Create Invalid Credentials Active link .......................................................................................... 21

13 Create System error active link ................................................................................................... 22

14 Create Unsaved Incident Message active link ............................................................................. 23

15 Create update credentials active link .......................................................................................... 24

16 Create get credentials filter ........................................................................................................ 25

17 Create get technician detail filter ................................................................................................ 26

18 Create get customer detail filter ................................................................................................. 27

19 Create generate PIN filter ........................................................................................................... 28

20 Create store credentials filter ..................................................................................................... 32

21 Configure the LogMeIn Rescue Admin ........................................................................................ 33

22 Customize e-mail for BMC Remedy instance ............................................................................... 34

23 Refresh BMC Remedy Cache ....................................................................................................... 38

24 Set Remedy Gateway Server configuration ................................................................................. 39

25 Change in Remedy to point new Web Service URL ...................................................................... 41

Last updated: 22 March 2013



1 Overview This configuration document provides detailed steps for configuring BMC Remedy Studio to invoke the Connector service to generate a LogMeIn Rescue PIN and pass Rescue data to BMC Remedy.

Important: Unless stated otherwise, set the permissions property to public for all Remedy objects created in this configuration.

Estimated time to complete this configuration: 90 minutes.



2 Add buttons to HPD: Help Desk form 1 Login to BMC Remedy Developer Studio and double click Forms on the left pane.

2 Open Filtering Options and type HPD:Help Desk.

3 Press Enter to search for the HPD:Help Desk form.

4 Double-click the HPD:Help Desk tab to see the complete form.

Note: This is a standard way to view the full size display of any Remedy object.

5 To switch back to normal view, click the icon next to the tab name:



6 Right-click anywhere on the HPD:Help Desk form and click Create Overlay from the drop-down menu.

7 Right-click anywhere on the HPD:Help Desk form again and click Add Field To View Overlay from the drop-down menu. This will let you add new controls on this form.

8 To add the Generate LogMeIn PIN button, right-click the HPD:Help Desk form at the end of the panel containing the Resolve/Print button.

9 Select Create a New Field > In Current view > Button.

10 Double-click the new button and set the following properties:

Name Container Value Name Database GeneratePIN Alignment Display Right

Button Label Display Generate LogMeIn PIN

Width Display 125 X Display 158 Y Display 5 Permissions Permissions Incident Master

A Remedy administrator can change the Permissions property of this button.

Note: To see this button the user must have the Incident Master permission.

11 To add the Update LogMeIn Credentials button, right-click the HPD:Help Desk form at the end of the panel containing the Resolve/Print button.

12 Select Create a New Field > In Current view > Button.

13 Double-click the new button set the following properties:

Name Container Value Name Database UpdateCredentials Alignment Display Right

Button Label Display Update LogMeIn Credentials

Width Display 150 X Display 1 Y Display 5 Permissions Permissions Incident Master

A Remedy administrator can change the Permissions property of this button, depending on business requirements.

Note: To see this button the user must have the “Incident Master” Permission.



After configuration, the screen will look like as follows:

14 Save this form.



3 Add new control to User form 1 Double-click Forms on the left pane and expand the Filtering Options.

2 Type User into the filter textbox and press Enter.

3 Click User in the search result to open the form.

4 Right-click the User form and click Create Overlay from the drop-down menu.

5 Right-click the User form again and click Add Field To View Overlay from the drop-down menu.

6 To add Encrypted Password, right-click the User form and select Create a New Field > In Current view > Character to add a Character type control in the User form.

7 Double click each character control to open the property window and type the following property values:

Property Name Value Name Encrypted Password Label Encrypted Password Permissions Public Allow any user to submit Yes Visible False

8 Right-click the User form and select Create a New Field”->”In Current view”-> “Character” to add the Rescue Username Character type control.

9 Double-click each character control to open the property window and type the following property values:

Property Name Value Name Rescue Username Label Rescue Username Permissions Public Allow any user to submit Yes Visible False

10 Right-click the User form and select Create a New Field > In Current view > Character to add the Rescue Password Character type control.

11 Double-click each character control to open the property window and type the following property values:

Property Name Value Name Rescue Password Label Rescue Password Permissions Public



Property Name Value Allow any user to submit Yes Visible False

12 Write down the Database ID of all controls (or paste to Notepad, etc.). To see each value, double-click each newly added Character control to open the property window. These will be used later during configuration:

Name Database ID Encrypted Password <Get from control properties> Rescue Username <Get from control properties> Rescue Password <Get from control properties>

13 Save the User form.



4 Create Generate PIN form 1 Right-click Forms on the left pane and select New Regular Form from the drop-down menu.

A new form will appear:

2 Click any preloaded control and select all controls by pressing CTRL + A.

3 Move all controls to bottom-right of the form.

4 Set the default property of Submitter and Short Description to $USER$. Then set the visible property of all controls to false.

5 Right-click the top-left side of the form and select Create a New Field > In Current View > Button to add a button.

6 Double-click the button and open the property window to set the following properties:

Name Container Value

Name Database GeneratePIN Button Label Display Generate LogMeIn PIN Width Display 120



Name Container Value

X Display 70 Y Display 26 Permissions Permissions Public

7 Right-click the top left side of the form and select Create a New Field > In Current View > Integer to add an Integer control.

8 In the property window, go to the Label/Test Color property of in the Color container and select red color for this control.

9 Set the following other properties of this control:

Name Container Value Name Database LogMeIn Rescue PIN Label Display LogMeIn Rescue PIN Width Display 246 Visible Display False X Display 8 Y Display 70 Display Type Display Edit Permissions Permissions Public Allow any user to submit Permissions Yes

Right-click this form and select Create a New Field > In Current View > Character to add Character type controls. You must add nine controls. These controls will be invisible; therefore it is not important where you place them.

Label

Name Visible Permissions Allow any User to Summit

Expand Box

Remedy Password

Remedy Password False Public Yes Hide

LogMeIn Rescue User

LogMeIn_Rescue_User False Public Yes Hide

LogMeIn Rescue Password

LogMeIn_Rescue_Password False Public Yes Hide

Customer Name

Customer Name False Public Yes Hide

Customer Email

Customer Email False Public Yes Hide

Technician Name

Technician Name False Public Yes Hide

Technician Email

Technician Email False Public Yes Hide

Incident Number

Incident Number False Public Yes Hide

Remedy User Remedy User False Public Yes Hide

Save the screen with the name LMI:GeneratePINRegular. The controls will look as follows:





5 Create Update LogMeIn Credentials form 1 Right-click the Forms on the left pane and select New Display-Only Form from the drop-down list.

2 Right-click the form and select Create a New Field > In Current view > Button to add a new button to this form with the following properties:

Name Container Value Name Database UpdateCredentials Label Display Update Credentials Width Display 105 X Display 177 Y Display 109 Permissions Permissions Public

3 Right-click this form and select Create a New Field > In Current view > Character to add three character type controls to this form with the following properties:

Label Name Visible Permissions Allow any User to Summit

Display Type

Expand Box

X Y Width

Remedy Password

Remedy Password

True public Yes Edit Masked Hide 50 10 132

LogMeIn Rescue User

LogMeIn Rescue Username

True public Yes Edit Hide 32 43 250



True public Yes Edit Masked Hide 8 76 274

4 Save the form with the name LMI:UpdateCredentials.



6 Create web service for HPD: WorkLog form 1 Right-click Web Services on the left pane and select New Web Service.

2 Select the HPD:WorkLog form and type Work Log web service as its label and description.

3 Right-click WSDL Operations and select Add Operations > Add Create Operations to add a new operation. Type CreateWorkLog as its name.

4 Right-click WSDL Operations and select Add Operations > Add Get List Operations to add a new operation. Type GetWorkLogs as its name.

5 Type WorkLog as Port name.

6 In the property window of this web service, set Permissions to public and Static Permissions Inheritance to True.

7 Save this web service as LMI_WorkLog.

8 Replace <midtier_server> with the remedy server name and its port number (such as localhost:9090) in the WSDL URL field and click View.



9 Note down this mid-tier WSDL URL shown above as it will be used later to configure BMC Remedy.



7 Create open Generate PIN popup active link 1 Right-click Active Links on the left pane and click New Active Link in the drop-down list.

2 Select HPD:HelpDesk for Associated Forms as and type GeneratePIN into the Button/Menu Field.

3 Right-click If Action and select Add action > Open Windows to add a new action. Select LMI:GeneretePINRegular form in the Form Name.

4 Select Popup for Window Type.

5 Change the mapping as follows:

Set the value of Incident Number to $Incident Number$

Set the value of Remedy User to $USER$

6 Select this active link and set the Permissions to public and Static Permissions Inheritance to True. If the properties window does not open, click Window > Show View > Properties in the main menu to open it.

7 Save this active link as LMI:HelpDeskGenPIN.



8 Create open Update Credentials popup active link 1 Right-click Active Links in the left pane and click New Active Link in the drop-down list.

2 Set the Associated Forms to HPD:HelpDesk and the Button/Menu Field as UpdateCredentials.

3

4 Right-click If Action and select Add action > Open Windows to add a new action. Select LMI:UpdateCredentials as Form Name.

5 Select Popup for Window Type.


7 Save this active link as LMI: HelpDeskUpdateCredentials.



9 Create Check Default Setting Active Links 1 Right-click Active Links on the left pane and click New Active Link in the drop-down menu.

2 Select LMI:GeneratePINRegular for Associated Forms.

3 Under Execution Options, select Submit.

4 Set Execution Order as 0.

5 Set Button/Menu Field as GeneratePIN.

6 Right-click If Action and select Add Action > Set Fields to add a new action.

7 Change the Data Source of this action to SQL.

8 In the SQL Query field, type SELECT C536870913 from T123 where C101 =

'$USER$'

Note: 536870913 is the Database ID of “Remedy Password” generated above in Add new control to User form. Depending on what Database Id is being generated for “Remedy Password” the SQL statement will vary.

9 Assign the output to Remedy Password field as shown below.


11 Save this active link as LMI:CheckDefaultSetting.



10 Create Generate PIN Active Links 1 Right-click Active Links on the left pane and click New Active Link in the drop-down menu.





6 Open the Run If Qualification section and add the following qualification 'Remedy Password' != $NULL$

7 Right-click If Action and select Add Action > Service to add a new service action. Make the following input/output mappings as shown below.



8 Right-click Else Action and select Add Action > Open Window to add a new action.

9 Select Popup for Window Type and LMI:UpdateCredentials for Form Name.


11 Save this active link as LMI:GeneratePIN.

Note: Ignore the warning.



11 Create Set PIN Visibility Active Link 1 Right-click Active Links on the left pane and click New Active Link in the drop-down menu.





6 Set Run If Qualification as 'LogMeIn Rescue PIN' > 0

7 Right-click If Action and select Add Action > Change Field to add a new action. In the property window of this action set the LogMeIn Rescue PIN control to Visible.

8 Right-click Else Action and select Add Action > Change Field to add a new action. In the property window of this action set the LogMeIn Rescue PIN control to Hidden.




10 Save this active link as LMI:SetPINVisibility.



12 Create Invalid Credentials Active link 1 Right-click Active Links on the left pane and click New Active Link in the drop-down menu.





6 Set Run If Qualification as 'LogMeIn Rescue PIN' = (-1)

7 Right-click If Action and select Add Action > Message to add a new action. Then type “System not able to generate LogMeIn Rescue PIN, Please enter the Valid LogMeIn Rescue credentials” as the message.

8 Right-click If Action and select Add Action > Open Windows to add a new action.

9 Select Popup for Window Type and LMI:UpdateCredentials for Form Name.


11 Save this active link as LMI: InvalidCredentialMessage.



13 Create System error active link 1 Right-click Active Links on the left pane and click New Active Link in the drop-down menu.





6 Set Run If Qualification as 'LogMeIn Rescue PIN' = (-2)

7 Right-click If Action and select Add Action > Message to add new message. Type “The System was not able to generate a LogMeIn Rescue PIN due to unexpected error. Please contact your administrator” as the message.


9 Save this active link as LMI:SystemError.



14 Create Unsaved Incident Message active link 1 Right-click Active Links on the left pane and click New Active Link in the drop-down menu.





6 Set Run If Qualification” as 'LogMeIn Rescue PIN' = (-3)

7 Right-click If Action and select Add Action > Message to add a new message. Type “For unsaved incident, LogMeIn Rescue PIN cannot be generated” as the message.

8 Right-click If Action and select Add Action > Close Window.


10 Save this active link as LMI:UnsavesIncidentMessage.



15 Create update credentials active link 1 Right-click Active Links on the left pane and click New Active Link in the drop-down menu.

2 Select LMI: UpdateCredentials for Associated Forms.



5 Set Button/Menu Field as UpdateCredentials.

6 Type the following qualification ('Remedy Password' != $NULL$) AND ('LogMeIn Rescue User' != $NULL$) AND ('LogMeIn Rescue Password' != $NULL$)

7 Right-click If Action and select Add Action > Service to add a new action. Set the mapping of Remedy password and Rescue username/password as shown below:

8 Right-click If Action and select Add Action > Close Window to add a new action.

9 Right-click Else Action and select Add Action > Message to add a new action. Type “Remedy or LogMeIn Rescue Credentials cannot be empty” as the message.


11 Save this active link as LMI:UpdateCredentials.



16 Create get credentials filter 1 Right-click Active Links on the left pane and click New Active Link in the drop-down menu.

2 Select LMI: GeneratePINRegular for Associated Forms, Service for Execution Options, and 500 for Execution Order.

3 Right-click If Action and select Add Action > Set Fields to add a new action.

4 Select Data Source as SQL and type SELECT C536870913, C536870914, C536870915 from T123 where C101 = '$USER$' as the SQL query.

Note: Column name here will be Database ID from previous Add new control to User form configuration section. Then map fields as shown below.

5

6 Right click on “If Action” and select “Add Action”->”Set Fields” to add new action. Set Data Source as “Current Transaction” and make following mapping.

Field Value

LogMeIn_Rescue_Password DECRYPT($LogMeIn_Rescue_Password$, $USER$)

DECRYPT($Remedy Password$, $USER$)

Remedy Password

7 Save this filter as “LMI:GetCredentials”



17 Create get technician detail filter 1 Right click on Filters and select “New Filter” as shown below

2 Set the “Associated Forms” as “LMI:GeneratePINRegular”, “Execution Options” as “Service” and “Execution Order” as 501 as shown below.

3 Right click on “If Action” and select “Add Action”->“Set Fields” to add new action. Then change Data Source as SQL and give SQL query as “select C8,C103 from t123 where C101 = '$Remedy User$' ” and map fields as shown below.

4 Save this filter as “LMI:GetTechnicianDetail”.



18 Create get customer detail filter 1 Right click on Filters and select “New Filter” as shown below

2 Set the “Associated Forms” as “LMI:GeneratePINRegular”, “Execution Options” as “Service” and “Execution Order” to 502 as shown below.

3 Right click on the “If Action” and select “Add Action” >“Set Fields” to add new action. Select Data Source as SQL and give SQL query as “Select (C1000000019+' '+C1000000018) as FullName,C1000000048 from t2324 where C1000000161 = '$Incident Number$' ”. Then map fields as shown below.

4 Save this filter as “LMI:GetCustomerDetail”.



19 Create generate PIN filter 1 Right click Filters and select New Filter.

2 Set “Associated Forms” as “LMI:GeneratePINRegular”, “Execution Options” as “Service” and “Execution Order” to 503 as shown below.

3 Provide the “If Run Qualification” to “'Customer Name' != $NULL$”

4 Right click on the “If Action ” and select “Add Action”->“Set Fields” to add new action. Select Data Source as “WEB SERVICE”. Type the following WSDL file path: https://secure.logmeinrescue.com/Integration/Remedy/ConnectorService

.svc?wsdl

5 Click on Reload button and select Operation as “GeneratePINRemedy”.

6 After configuration it will look like as shown below



7 Make the following input mapping.

Field Value

remedyType OnlyIntranet incidentNumber Incident Number Username LogMeIn_Rescue_User Password LogMeIn_Rescue_Password customerName Customer Name customerEmail Customer Email technicianName Technician Name technicianEmail Technician Email instanceName remedyconnector;solver remedyUserName Remedy User remedyPassword Remedy Password remedyKey PNHwbyo5mTdTwwinF6/O8Q10rHAN+IHSTJxrBMpTAPQ= sendMailToCust true subCust LogMeIn Rescue Support bodyCust LogMeIn Rescue Support signCust Technician Name sendMailToTech true subTech LogMeIn Rescue support mail sent subTech LogMeIn Rescue support mail sent signTech Technician Name



8 “redemyType”, “instanceName” and “remedyKey” values combination are given below.

remedyType instanceName remedyKey Comments

OnlyIntranet

ServiceBusName;ServerName Like:remedyconnector;solver

Azure ServiceBus access key

Use this option when Azure ServiceBus is used to post session information back to BMC Remedy.

OnInternet

Address of Remedy web service Empty Use this option in case the machine where BMC Remedy installed can be accessed from the internet.

MixedInternet

Address of web service of intermediate server.

Empty Use this option in case inside intranet of BMC Remedy server, a machine can be accessed from the internet.

9 Note : The current instance of Azure, name of Service Bus is “remedyconnector” and its secret password is PNHwbyo5mTdTwwinF6/O8Q10rHAN+IHSTJxrBMpTAPQ=

10 So the value of

instanceName is remedyconnector;solver



remedyKey is PNHwbyo5mTdTwwinF6/O8Q10rHAN+IHSTJxrBMpTAPQ=

Note: Above values will be provided by LogMeIn.

11 Make the output mapping to LogMeIn Rescue PIN.

12 Right click Else Action and use Add Action > Set Fields to add new action.

13 Set LogMeIn Rescue PIN to -3.

14 Save the filter as LMI:GeneratePINRegular.



20 Create store credentials filter 1 Right click Filters and select New Filter.

2 Set “Associated Forms” as “LMI:UpdateCredentials”, “Execution Options” as “Service” and “Execution Order” to 504 as shown below.

3 Right click on “If Action” and select “Add Action”->” Set Fields” to add new action. Set Data Source this action as “Current Transaction” and make following mapping.

Field Value

LogMeIn_Rescue_Password ENCRYPT($LogMeIn_Rescue_Password$, $USER$)

Rescue Password ENCRYPT ($Remedy Password$, $USER$)

4 Right click If Action and select Add Action > Direct SQL Action > New Action. For this action set Data Source as Direct SQL and enter the following into the SQL Command field:

UPDATE T123 SET C536870913 = '$Remedy Password$',C536870914 =

'$LogMeIn Rescue Username$' ,C536870915 = '$LogMeIn Rescue

Password$' WHERE C101 = '$USER$'

5 Save this filter as LMI:StoreCredentials.



21 Configure the LogMeIn Rescue Admin 1 Open the LogMeIn Rescue Admin Center

2 Select Technician Group > Setting

3 Under Export session data, type the URL of remedy post back handler page as shown below: https://secure.logmeinrescue.com/Integration/Remedy/RemedyConnectorS

cript.aspx

4 Choose as XML data for Post session details.

5 Click Save setting for all groups/subgroups.



22 Customize e-mail for BMC Remedy instance 1 Double click on “Filters” and select “Filtering Options” to search the “LMI:GeneratePINRegular”

filter.

2 Now open “If Action”->”Set Fields” to open Input mapping windows.

3 Input variables mapping and uses.

Variable Name Function

sendMailToCust Set to ‘true’ if You want the e-mail to be sent to customer Set to ‘false’ if you do not want the e-mail to be sent to the customer

subCust Default subject will be sent to Customer if this variable is left empty

bodyCust Default body will be sent to Customer if this variable is left empty

signCust

Default signature will be sent to Customer if this variable is left empty

sendMailToTech Set to ‘true’ if You want the e-mail to be sent to technician Set to ‘false’ if you do not want the e-mail to be sent to the technician



subTech

Default subject will be sent to Technician if this variable is left empty

bodyTech

Default body will be sent to Technician if this variable is left empty

signTech Default signature will be sent to Technician if this variable is left empty

4 Sample configuration with default values for your reference

Variable Name Value

sendMailToCust 'true'

subCust ‘’

bodyCust ‘’

signCust ‘’

sendMailToTech 'true'

subTech ‘’

bodyTech ‘’

signTech ‘’

5 Sample e-mail sent to customer

6 Sample e-mail sent to Technician:



7 Sample configuration for your reference

Variable Name Value

sendMailToCust 'true'

subCust 'LogMeIn Rescue Support'

bodyCust 'LogMeIn Rescue Support'

signCust Technician Name

sendMailToTech 'true'

subTech 'LogMeIn Rescue support mail sent'

bodyTech 'LogMeIN Rescue support mail is sent'

signTech Technician Name

8 Sample e-mail sent to customer



9 Sample e-mail sent to Technician



23 Refresh BMC Remedy Cache 1 Clean browser history

2 Login to Remedy mid-tier.

3 Select “Cache Setting” menu then click “Flush Cache” and “Sync Cache” button to refresh the cache as shown below.



24 Set Remedy Gateway Server configuration 1 Download the following file:

https://secure.logmeinrescue.com/Integration/Remedy/download/RemedyGatewayServer.zip

2 Extract the zip file and copy its content to your organizations gateway server. Your IT department should be able to point you to the proper server.

3 Navigate to the extracted configuration files and open RemedyGatewayServer.exe.config.

4 Set the gateway server path and Remedy work log web service path with local environment path as shown below.

Variable Name Value Comment

Gateway Server path http://ClientName/solver

Here ClientName is domain name of gateway server, will be replaced by gateway server address

Work log web service path

http://localhost:9090/arsys/services/ARService?server=usbos-sym01&webService=LMI_WorkLog

This will be get created in point 8 “Create web service for HPD:WorkLog form” section

5 Double-click RemedyGatewayServer.exe to start the Remedy gateway server.

https://beta.logmeinrescue.com/Integration/Remedy/download/RemedyGatewayServer.zip

http://clientname/solver





Note: This section configuration can only be used if we have permission to copy the folder “RemedyGatewayServer” to gateway server of client.



25 Change in Remedy to point new Web Service URL 1 Double click on the “Filters” and search “LMI:GeneratePINRegular” using Filtering options

2 Then write down new wsdl URL (Provided by LogMeIn in case of Connector Web Service URL change) in “WSDL File” and click on the Reload button. The new endpoint will be automatically updated with new URL path.

3 Note: This may cause some of the mapping reset to empty value, so please revisit input and output mapping.

Documents

LogMeIn Rescue BMC Remedy Integration · This configuration document provides detailed steps for configuring BMC Remedy Studio to invoke the ... LogMeIn Rescue BMC Remedy Integration