Configure BMC Remedyforce for Integration with BeyondTrust Remote Support

 

You must purchase this integration separately from both your BeyondTrust software and your BMC Remedyforce solution. For more information, contact BeyondTrust sales.

Install the BeyondTrust-Remedyforce Integration Unmanaged Package

  1. Enter the BMC Remedyforce unmanaged package installation URL into a browser, and then click the Continue button.

    You can obtain the unmanaged package installation URL from your BeyondTrust technical contact.

  2. Select Do Not Install as the option for What if existing component names conflict with ones in this package.
  3. Select Install for Admins Only and click the Install button.
  4. Once you see the Installation Complete message, click the Done button to return to Salesforce setup.

Add Incident Integration Mappings

This step maps BeyondTrust sessions that are brought into Salesforce.com to the BMC Remedyforce incident.

  1. In Salesforce.com, go to Develop > Custom Settings, and click the Manage link next to the item labeled Integration Mapping.
  2. Click the New button directly above the list of settings. Enter the following values:
    1. Name=a2U

      This value is different for each customer. This is the record prefix of the incident. The record prefix can be found by opening the Incident tab from within Salesforce.com and creating a new incident or viewing an existing incident.

    2. BeyondTrust Field Name=external_key
    3. Salesforce Field Name=Incident__c

      Be sure to check the record prefix to ensure we use the correct one here. You can determine the record prefix by pulling up any incident or change request and getting the record prefix from the URL. Go to the incident in Salesforce (not Remedyforce) and get this value at the end of the URL. This value is different for every customer.

  3. Click the Save button.

Add Change Request Integration Mappings

This step maps BeyondTrust sessions that are brought into Salesforce.com to the BMC Remedyforce change request.

  1. In Salesforce.com, go to Develop > Custom Settings, and click the Manage link next to the item labeled Integration Mapping.
  2. Click the New button directly above the list of settings. Enter the following values:
    1. Name=a2U

      This value is different for each customer. This is the record prefix of the incident. The record prefix can be found by opening the Incident tab from within Salesforce.com and creating a new change request or viewing an existing incident.

    2. BeyondTrust Field Name=external_key
    3. Salesforce Field Name=Change_Request__c

Customize Incident Layout

  1. Change your application to BMC Remedyforce. You should see a button for this in the upper-right of the screen.
  2. Click the + next to the tabs in the main tab strip toward the top of the screen.
  3. Click the Incidents link. When the list of incidents renders, click to view a specific incident.
  4. Click Edit Layout.

    In production, you may want to take the following steps on a specific layout other than the standard incident layout.

  5. Drag the BeyondTrust Session Key button and BeyondTrust Jump To CI button to the custom buttons area.
  6. Drag the BeyondTrust Sessions related list to the Related Lists section.
  7. Click the wrench and do the following:
    1. Add primary customer, primary rep, start time, end time, and duration.
    2. Sort by start time, descending.
    3. Click OK.
    4. Click Save.
  8. If you are prompted to select standard buttons to show, uncheck the New button.

Customize Change Request Layout

  1. Change your application to BMC Remedyforce. You should see a button for this in the upper-right of the screen.
  2. Click the + next to the tabs in the main tab strip toward the top of the screen.
  3. Click the Change Requests link. When the list of change requests renders, click to view a specific change request.
  4. Click Edit Layout.

    In production, you may want to take the following steps on a specific layout other than the standard change request layout.

  5. Drag the BeyondTrust Session Key button and BeyondTrust Jump To CI button to the custom buttons area.
  6. Drag the BeyondTrust Sessions related list to the Related Lists section.
  7. Click the wrench and do the following:
    1. Add primary customer, primary rep, start time, end time, and duration.
    2. Sort by start time, descending.
    3. Click OK.
    4. Click Save.
  8. If you are prompted to select standard buttons to show, uncheck the New button.

Add Incident Custom Actions

  1. Click the Remedyforce Administration tab, and then go to Application Settings > Consoles.
  2. Ensure Incidents/Service Requests is selected as the console view, and then click the Customize Menu button located on the right side of the screen.
  3. Click the Custom Actions and Agent Tools link. Make sure Actions is selected in the menu.
  4. Add a new custom action with the following values:
    1. Name=Jump To CI
    2. Description=BeyondTrust Jump To CI
    3. Launch URL=../apex/JumpToCI
  5. Add a launch parameter with the following values:
    1. Parameter Name=incident_id
    2. Parameter Value=Record ID
    3. Launch In=Browser tab
  6. Add another new custom action with the following values:
    1. Name=Generate Session Key
    2. Description=BeyondTrust Generate Session Key
    3. Launch URL=/apex/BGIntegration__GenerateSessionKeyHandler
  7. Add a launch parameter with the following values:
    1. Parameter Name=external_key
    2. Parameter Value=Record ID
    3. Launch In=Browser tab
  8. Click the save icon located in the middle-left of the screen.
  9. Click the Remedyforce Administration tab, and then go to Application Settings > Consoles.
  10. Ensure Incidents/Service Requests is selected in the console view.
  11. Click BeyondTrust Profile in the For Selected Profiles section.
  12. Select the appropriate layout and ensure Jump To CI and Generate Session Key are both checked.
  13. You may need to ensure that the user profile is one to which you have added the BeyondTrust Generate Session Key and BeyondTrust Jump To CI menu items.

Add Change Request Custom Actions

  1. Click the Remedyforce Administration tab, and then go to Application Settings > Consoles.
  2. Ensure Change Requests is selected as the console view, and then click the Customize Menu button located on the right side of the screen.
  3. Click the Custom Actions and Agent Tools link. Make sure Actions is selected in the menu.
  4. Add a new custom action with the following values:
    1. Name=Jump To CI
    2. Description=BeyondTrust Jump To CI
    3. Launch URL=../apex/JumpToCI
  5. Add a launch parameter with the following values:
    1. Parameter Name=incident_id
    2. Parameter Value=Record ID
    3. Launch In=Browser tab
  6. Add another new custom action with the following values:
    1. Name=Generate Session Key
    2. Description=BeyondTrust Generate Session Key
    3. Launch URL=/apex/BGIntegration__GenerateSessionKeyHandler
  7. Add a launch parameter with the following values:
    1. Parameter Name=external_key
    2. Parameter Value=Record ID
    3. Launch In=Browser tab
  8. Click the save icon located in the middle-left of the screen.
  9. Click the Remedyforce Administration tab, and then go to Application Settings > Consoles.
  10. Ensure Change Requests is selected in the console view.
  11. Click BeyondTrust Profile in the For Selected Profiles section.
  12. Select the appropriate layout and ensure Jump To CI and Generate Session Key are both checked.
  13. You may need to ensure that the user profile is one to which you have added the BeyondTrust Generate Session Key and BeyondTrust Jump To CI menu items.