Logmein Rescue BMC Remedy Integration

LogMeIn Rescue BMC Remedy Integration

Contents
1
Overview ...................................................................................................................................... 2
Add buttons to HPD: Help Desk form ............................................................................................ 3
Add new control to User form ...................................................................................................... 6
Create Generate PIN form............................................................................................................. 8
Create Update LogMeIn Credentials form ................................................................................... 11
Create web service for HPD: WorkLog form ................................................................................ 12
Create open Generate PIN popup active link .............................................................................. 14
Create open Update Credentials popup active link ..................................................................... 15
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.
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.
Open Filtering Options and type HPD:Help Desk.
Press Enter to search for the HPD:Help Desk form.
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:
Right-click anywhere on the HPD:Help Desk form and click Create Overlay from the drop-down
menu.
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.
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.
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.
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.
Type User into the filter textbox and press Enter.
Click User in the search result to open the form.
Right-click the User form and click Create Overlay from the drop-down menu.
Right-click the User form again and click Add Field To View Overlay from the drop-down menu.
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.
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
Right-click the User form and select Create a New Field->In Current view-> Character to add
the Rescue Username Character type control.
Double-click each character control to open the property window and type the following property
values:
Property Name
Name
Label
Permissions
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
Value
Rescue Password
Rescue Password
Public
Property Name
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
<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:
Click any preloaded control and select all controls by pressing CTRL + A.
Move all controls to bottom-right of the form.
Set the default property of Submitter and Short Description to $USER$. Then set the visible
property of all controls to false.
Right-click the top-left side of the form and select Create a New Field > In Current View > Button to
add a button.
Double-click the button and open the property window to set the following properties:
Name
Name
Button Label
Width
Container
Database
Display
Display
Value
GeneratePIN
Generate LogMeIn PIN
120
Name
X
Y
Permissions
Container
Display
Display
Permissions
Value
70
26
Public
Right-click the top left side of the form and select Create a New Field > In Current View > Integer to
add an Integer control.
In the property window, go to the Label/Test Color property of in the Color container and select red
color for this control.
Set the following other properties of this control:

Name
Name
Label
Width
Visible
X
Y
Display Type
Permissions
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:
10
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.
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
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
Value
UpdateCredentials
Update Credentials
105
177
109
Public
Display
Type
Expand
Box
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
76
274
Save the form with the name LMI:UpdateCredentials.
11
6 Create web service for HPD: WorkLog

form
1
Right-click Web Services on the left pane and select New Web Service.
Select the HPD:WorkLog form and type Work Log web service as its label and description.
Right-click WSDL Operations and select Add Operations > Add Create Operations to add a new
operation. Type CreateWorkLog as its name.
Right-click WSDL Operations and select Add Operations > Add Get List Operations to add a new
operation. Type GetWorkLogs as its name.
Type WorkLog as Port name.
In the property window of this web service, set Permissions to public and Static Permissions
Inheritance to True.
Save this web service as LMI_WorkLog.
Replace <midtier_server> with the remedy server name and its port number (such as
localhost:9090) in the WSDL URL field and click View.
12
Note down this mid-tier WSDL URL shown above as it will be used later to configure BMC Remedy.
13
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.
Select HPD:HelpDesk for Associated Forms as and type GeneratePIN into the Button/Menu Field.
Right-click If Action and select Add action > Open Windows to add a new action. Select
LMI:GeneretePINRegular form in the Form Name.
Select Popup for Window Type.
Change the mapping as follows:
Set the value of Incident Number to $Incident Number$
Set the value of Remedy User to $USER$
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.
Save this active link as LMI:HelpDeskGenPIN.
14
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.
Set the Associated Forms to HPD:HelpDesk and the Button/Menu Field as UpdateCredentials.
Right-click If Action and select Add action > Open Windows to add a new action. Select
LMI:UpdateCredentials as Form Name.
Select Popup for Window Type.
to open it.
Save this active link as LMI: HelpDeskUpdateCredentials.
15
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.
Select LMI:GeneratePINRegular for Associated Forms.
Under Execution Options, select Submit.
Set Execution Order as 0.
Set Button/Menu Field as GeneratePIN.
Right-click If Action and select Add Action > Set Fields to add a new action.
Change the Data Source of this action to SQL.
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.
to open it.
11 Save this active link as LMI:CheckDefaultSetting.
16
10 Create Generate PIN Active Links

1
Open the Run If Qualification section and add the following qualification 'Remedy Password'
!= $NULL$
Right-click If Action and select Add Action > Service to add a new service action. Make the following
input/output mappings as shown below.
17
Right-click Else Action and select Add Action > Open Window to add a new action.
Select Popup for Window Type and LMI:UpdateCredentials for Form Name.
to open it.
11 Save this active link as LMI:GeneratePIN.
Note: Ignore the warning.
18
11 Create Set PIN Visibility Active Link

1
Set Run If Qualification as 'LogMeIn Rescue PIN' > 0
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.
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.
19
to open it.
10 Save this active link as LMI:SetPINVisibility.
20
12 Create Invalid Credentials Active link

1
Set Run If Qualification as 'LogMeIn Rescue PIN' = (-1)
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.
Right-click If Action and select Add Action > Open Windows to add a new action.
Select Popup for Window Type and LMI:UpdateCredentials for Form Name.
to open it.
11 Save this active link as LMI: InvalidCredentialMessage.
21
13 Create System error active link

1
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.
to open it.
Save this active link as LMI:SystemError.
22
14 Create Unsaved Incident Message active

link
1
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.
Right-click If Action and select Add Action > Close Window.
to open it.
10 Save this active link as LMI:UnsavesIncidentMessage.
23
15 Create update credentials active link

1
Select LMI: UpdateCredentials for Associated Forms.
Set Button/Menu Field as UpdateCredentials.
Type the following qualification ('Remedy Password' != $NULL$) AND ('LogMeIn

Rescue User' != $NULL$) AND ('LogMeIn Rescue Password' != $NULL$)
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:
Right-click If Action and select Add Action > Close Window to add a new action.
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.
to open it.
11 Save this active link as LMI:UpdateCredentials.
24
16 Create get credentials filter

1
Select LMI: GeneratePINRegular for Associated Forms, Service for Execution Options, and 500 for
Execution Order.
Right-click If Action and select Add Action > Set Fields to add a new action.
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.
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
DECRYPT($LogMeIn_Rescue_Password$,
$USER$)
DECRYPT($Remedy Password$, $USER$)
Remedy Password
7
Save this filter as LMI:GetCredentials
25
17 Create get technician detail filter

1
Right click on Filters and select New Filter as shown below
Set the Associated Forms as LMI:GeneratePINRegular, Execution Options as Service and

Execution Order as 501 as shown below.
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.
Save this filter as LMI:GetTechnicianDetail.
26
18 Create get customer detail filter

1
Right click on Filters and select New Filter as shown below
Set the Associated Forms as LMI:GeneratePINRegular, Execution Options as Service and

Execution Order to 502 as shown below.
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.
Save this filter as LMI:GetCustomerDetail.
27
19 Create generate PIN filter

1
Right click Filters and select New Filter.
Set Associated Forms as LMI:GeneratePINRegular, Execution Options as Service and

Provide the If Run Qualification to 'Customer Name' != $NULL$
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
Click on Reload button and select Operation as GeneratePINRemedy.
After configuration it will look like as shown below
28
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
Value
OnlyIntranet
Incident Number
LogMeIn_Rescue_User
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
29
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
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
30
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.
31
20 Create store credentials filter

1
Right click Filters and select New Filter.
Set Associated Forms as LMI:UpdateCredentials, Execution Options as Service and

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
Rescue Password
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 = '$USER$'
Save this filter as LMI:StoreCredentials.
32
21 Configure the LogMeIn Rescue Admin

1
Open the LogMeIn Rescue Admin Center
Select Technician Group > Setting
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
Choose as XML data for Post session details.
Click Save setting for all groups/subgroups.
33
22 Customize e-mail for BMC Remedy

instance
1
Double click on Filters and select Filtering Options to search the LMI:GeneratePINRegular
filter.
Now open If Action->Set Fields to open Input mapping windows.
Input variables mapping and uses.

Variable Name
sendMailToCust
subCust
bodyCust
signCust
sendMailToTech
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
34
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
Sample e-mail sent to customer
Sample e-mail sent to Technician:
35
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
36
Sample e-mail sent to Technician
37
23 Refresh BMC Remedy Cache

1
Clean browser history
Login to Remedy mid-tier.
Select Cache Setting menu then click Flush Cache and Sync Cache button to refresh the cache
as shown below.
38
24 Set Remedy Gateway Server configuration

1
Download the following file:

https://secure.logmeinrescue.com/Integration/Remedy/download/RemedyGatewayServer.zip
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.
Navigate to the extracted configuration files and open RemedyGatewayServer.exe.config.
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
Double-click RemedyGatewayServer.exe to start the Remedy gateway server.
39
Note: This section configuration can only be used if we have permission to copy the folder
RemedyGatewayServer to gateway server of client.
40
25 Change in Remedy to point new Web

Service URL
1
Double click on the Filters and search LMI:GeneratePINRegular using Filtering options
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.
Note: This may cause some of the mapping reset to empty value, so please revisit input and output
mapping.
41

Logmein Rescue BMC Remedy Integration

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