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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.
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.
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>
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
LogMeIn Rescue Password
LogMeIn Rescue Password
True public Yes Edit Masked Hide 8 76 274
4 Save the form with the name LMI:UpdateCredentials.
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.
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.
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.
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.
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 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.
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.
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.
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.
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.
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.
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.
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.
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.
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
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
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=
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.
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 =
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
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.