LogMeIn Rescue BMC Remedy Integration
LogMeIn Rescue BMC Remedy Integration 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
Copyright © 2013 LogMeIn, Inc.
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LogMeIn Rescue BMC Remedy Integration
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.
Copyright © 2013 LogMeIn, Inc.
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LogMeIn Rescue BMC Remedy Integration
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:
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LogMeIn Rescue BMC Remedy Integration
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 Name Alignment
Container Database Display
Button Label
Display
Width X Y Permissions
Display Display Display Permissions
Value GeneratePIN Right Generate LogMeIn PIN 125 158 5 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 Name Alignment
Container Database Display
Button Label
Display
Width X Y Permissions
Display Display Display Permissions
Value UpdateCredentials Right Update LogMeIn Credentials 150 1 5 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.
Copyright © 2013 LogMeIn, Inc.
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LogMeIn Rescue BMC Remedy Integration
After configuration, the screen will look like as follows:
14 Save this form.
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LogMeIn Rescue BMC Remedy Integration
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 Name Label Permissions Allow any user to submit Visible
Value Encrypted Password Encrypted Password Public Yes 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 Name Label Permissions Allow any user to submit Visible
Value Rescue Username Rescue Username Public Yes 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 Name Label Permissions
Copyright © 2013 LogMeIn, Inc.
Value Rescue Password Rescue Password Public
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LogMeIn Rescue BMC Remedy Integration
Property Name Allow any user to submit Visible
Value Yes False
12 Write down the Database ID of all controls (or paste to Notepad, etc.). To see each value, doubleclick each newly added Character control to open the property window. These will be used later during configuration: Name Encrypted Password Rescue Username Rescue Password
Database ID
13 Save the User form.
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LogMeIn Rescue BMC Remedy Integration
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 Name Button Label Width
Copyright © 2013 LogMeIn, Inc.
Container Database Display Display
Value GeneratePIN Generate LogMeIn PIN 120
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LogMeIn Rescue BMC Remedy Integration
Name X Y Permissions
Container Display Display Permissions
Value 70 26 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 Name Label Width Visible X Y Display Type Permissions Allow any user to submit
Container Database Display Display Display Display Display Display Permissions Permissions
Value LogMeIn Rescue PIN LogMeIn Rescue PIN 246 False 8 70 Edit Public 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. Name
Visible
Permissions
Expand Box
Public
Allow any User to Summit Yes
Remedy Password
False
LogMeIn_Rescue_User
False
Public
Yes
Hide
LogMeIn_Rescue_Password
False
Public
Yes
Hide
Customer Name
False
Public
Yes
Hide
Customer Email
False
Public
Yes
Hide
Technician Name
False
Public
Yes
Hide
Technician Email
False
Public
Yes
Hide
Incident Number
False
Public
Yes
Hide
Remedy User
False
Public
Yes
Hide
Label Remedy Password LogMeIn Rescue User LogMeIn Rescue Password Customer Name Customer Email Technician Name Technician Email Incident Number Remedy User
Hide
Save the screen with the name LMI:GeneratePINRegular. The controls will look as follows:
Copyright © 2013 LogMeIn, Inc.
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LogMeIn Rescue BMC Remedy Integration
Copyright © 2013 LogMeIn, Inc.
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LogMeIn Rescue BMC Remedy Integration
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 Name Label Width X Y Permissions
3
Container Database Display Display Display Display Permissions
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
Remedy Password LogMeIn Rescue User LogMeIn Rescue Password
Remedy Password LogMeIn Rescue Username LogMeIn Rescue Password
True
4
Value UpdateCredentials Update Credentials 105 177 109 Public
Display Type
Expand Box
X
Y
Width
public
Allow any User to Summit Yes
Edit Masked
Hide
50
10
132
True
public
Yes
Edit
Hide
32
43
250
True
public
Yes
Edit Masked
Hide
8
76
274
Save the form with the name LMI:UpdateCredentials.
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LogMeIn Rescue BMC Remedy Integration
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 with the remedy server name and its port number (such as localhost:9090) in the WSDL URL field and click View.
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LogMeIn Rescue BMC Remedy Integration
9
Note down this mid-tier WSDL URL shown above as it will be used later to configure BMC Remedy.
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LogMeIn Rescue BMC Remedy Integration
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.
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LogMeIn Rescue BMC Remedy Integration
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.
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: HelpDeskUpdateCredentials.
Copyright © 2013 LogMeIn, Inc.
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LogMeIn Rescue BMC Remedy Integration
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 '$USER$'
C536870913 from T123 where C101 =
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.
10 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. 11 Save this active link as LMI:CheckDefaultSetting.
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LogMeIn Rescue BMC Remedy Integration
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.
2
Select LMI:GeneratePINRegular for Associated Forms.
3
Under Execution Options, select Submit.
4
Set Execution Order as 1.
5
Set Button/Menu Field as GeneratePIN.
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.
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LogMeIn Rescue BMC Remedy Integration
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.
10 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. 11 Save this active link as LMI:GeneratePIN. Note: Ignore the warning.
Copyright © 2013 LogMeIn, Inc.
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LogMeIn Rescue BMC Remedy Integration
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.
2
Select LMI:GeneratePINRegular for Associated Forms.
3
Under Execution Options, select Submit.
4
Set Execution Order as 2.
5
Set Button/Menu Field as GeneratePIN.
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.
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LogMeIn Rescue BMC Remedy Integration
9
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.
10 Save this active link as LMI:SetPINVisibility.
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LogMeIn Rescue BMC Remedy Integration
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.
2
Select LMI:GeneratePINRegular for Associated Forms.
3
Under Execution Options, select Submit.
4
Set Execution Order as 3.
5
Set Button/Menu Field as GeneratePIN.
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.
10 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. 11 Save this active link as LMI: InvalidCredentialMessage.
Copyright © 2013 LogMeIn, Inc.
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LogMeIn Rescue BMC Remedy Integration
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.
2
Select LMI:GeneratePINRegular for Associated Forms.
3
Under Execution Options, select Submit.
4
Set Execution Order as 4.
5
Set Button/Menu Field as GeneratePIN.
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.
8
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.
9
Save this active link as LMI:SystemError.
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LogMeIn Rescue BMC Remedy Integration
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.
2
Select LMI:GeneratePINRegular for Associated Forms.
3
Under Execution Options, select Submit.
4
Set Execution Order as 5.
5
Set Button/Menu Field as GeneratePIN.
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.
9
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.
10 Save this active link as LMI:UnsavesIncidentMessage.
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LogMeIn Rescue BMC Remedy Integration
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.
3
Under Execution Options, select Submit.
4
Set Execution Order as 5.
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.
10 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. 11 Save this active link as LMI:UpdateCredentials.
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LogMeIn Rescue BMC Remedy Integration
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”
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LogMeIn Rescue BMC Remedy Integration
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”.
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LogMeIn Rescue BMC Remedy Integration
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”.
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LogMeIn Rescue BMC Remedy Integration
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
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LogMeIn Rescue BMC Remedy Integration
7
Make the following input mapping. Field remedyType incidentNumber Username Password customerName customerEmail technicianName technicianEmail instanceName remedyUserName remedyPassword remedyKey sendMailToCust subCust bodyCust signCust sendMailToTech subTech subTech signTech
Copyright © 2013 LogMeIn, Inc.
Value OnlyIntranet Incident Number LogMeIn_Rescue_User LogMeIn_Rescue_Password Customer Name Customer Email Technician Name Technician Email remedyconnector;solver Remedy User Remedy Password PNHwbyo5mTdTwwinF6/O8Q10rHAN+IHSTJxrBMpTAPQ= true LogMeIn Rescue Support LogMeIn Rescue Support Technician Name true LogMeIn Rescue support mail sent LogMeIn Rescue support mail sent Technician Name
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LogMeIn Rescue BMC Remedy Integration
8
“redemyType”, “instanceName” and “remedyKey” values combination are given below. remedyType
instanceName ServiceBusName;ServerName
OnlyIntranet
Like:remedyconnector;solver
remedyKey Azure ServiceBus access key
Address of Remedy web service
Empty
Address of web service of intermediate server.
Empty
OnInternet
MixedInternet
9
Comments Use this option when Azure ServiceBus is used to post session information back to BMC Remedy. Use this option in case the machine where BMC Remedy installed can be accessed from the internet. Use this option in case inside intranet of BMC Remedy server, a machine can be accessed from the internet.
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
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LogMeIn Rescue BMC Remedy Integration
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.
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LogMeIn Rescue BMC Remedy Integration
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 LogMeIn_Rescue_Password Rescue Password
4
Value ENCRYPT($LogMeIn_Rescue_Password$, $USER$) ENCRYPT ($Remedy Password$, $USER$)
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.
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LogMeIn Rescue BMC Remedy Integration
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.
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LogMeIn Rescue BMC Remedy Integration
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 sendMailToCust subCust bodyCust signCust
sendMailToTech
Copyright © 2013 LogMeIn, Inc.
Function 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 Default subject will be sent to Customer if this variable is left empty Default body will be sent to Customer if this variable is left empty Default signature will be sent to Customer if this variable is left empty 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
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LogMeIn Rescue BMC Remedy Integration
subTech bodyTech signTech 4
Default subject will be sent to Technician if this variable is left empty Default body will be sent to Technician if this variable is left empty Default signature will be sent to Technician if this variable is left empty
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:
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LogMeIn Rescue BMC Remedy Integration
7
8
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
Sample e-mail sent to customer
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LogMeIn Rescue BMC Remedy Integration
9
Sample e-mail sent to Technician
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LogMeIn Rescue BMC Remedy Integration
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.
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LogMeIn Rescue BMC Remedy Integration
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
Here ClientName is domain name of gateway server, will Gateway Server path http://ClientName/solver be replaced by gateway server address This will be get created in Work log web service http://localhost:9090/arsys/services/ARService?server=usb point 8 “Create web service for path os-sym01&webService=LMI_WorkLog HPD:WorkLog form” section
5
Double-click RemedyGatewayServer.exe to start the Remedy gateway server.
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LogMeIn Rescue BMC Remedy Integration
Note: This section configuration can only be used if we have permission to copy the folder “RemedyGatewayServer” to gateway server of client.
Copyright © 2013 LogMeIn, Inc.
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LogMeIn Rescue BMC Remedy Integration
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.
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