Test the Integration between BMC Remedyforce and 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.

The following steps take place in Salesforce.com and BeyondTrust and are provided to ensure that the integration works properly. Troubleshooting suggestions are provided with each step in case of failure.

Test Session Key Generation

  1. Log into Salesforce.com and select the BMC Remedyforce app from the menu on the right side of the screen.
  2. Click the Remedyforce Console tab and click an incident number to open it.
  3. Click the Generate Session Key link under the Actions or Agent Tools menu.
  4. Once the Generate Session Key button is clicked, a screen displays that contains a session key, a session URL, and an email button in the BeyondTrust representative console (for the URL approach). In case of failure:
    1. Ensure that the Salesforce user account is mapped to a BeyondTrust user account.
    2. Make sure that TCP port 443 is allowed from Salesforce (in the Cloud) to the Secure Remote Access Appliance (typically the DMZ).
    3. In Salesforce, make sure the correct BeyondTrust values are supplied in the configuration tab.

Test BeyondTrust Session Import

  1. Use the session URL or session key generated from the previous test section to start a BeyondTrust session.
  2. Ensure that you are logged into the representative console. Once the session is started, send a chat message or two, enter a session note, and then end the session.
  3. Log into the BeyondTrust /login interface and go to Management > Outbound Events.
  4. Ensure that the status column for the HTTP recipient reads OK and does not display an error message. Below are various errors that may appear in the status column.
    1. Connection timed out - This usually means the outbound event never made it to its destination. Use the BeyondTrust /appliance TCP port tester utility or try to telnet to Salesforce on the appropriate port to see if communication is blocked.
    2. A 400 or above error was received - This usually means that the BeyondTrust site created in Salesforce does not have the BGIntegration.SessionUpdateHandler Visualforce Page.
    3. Connection refused - This usually means that network communication is clear, but the destination server has a firewall rule in place or a port is being blocked for incoming requests.
  5. Once there are no errors in the BeyondTrust outbound event, you can log into Salesforce as a representative and open the case from which the session key was generated.
  6. You will see a list of BeyondTrust sessions. There should be a row listed for the session you just ran. Note that there could be many sessions listed, so ensure that you are looking at the session you just ran.
  7. BeyondTrust sessions generally show up in Salesforce within one minute. However, if there is something delaying the outbound event from posting to Salesforce, it could take longer. If the session does not show up in Salesforce, check the Salesforce Error Logs tab to see if there is an error that is keeping the BeyondTrust Session from posting to Salesforce.