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Logmein Rescue BMC Remedy Integration
Logmein Rescue BMC Remedy Integration
Overview ...................................................................................................................................... 2
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Last updated:
22 March 2013
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.
Login to BMC Remedy Developer Studio and double click Forms on the left pane.
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.
Container
Database
Display
Button Label
Display
Width
X
Y
Permissions
Display
Display
Display
Permissions
Value
GeneratePIN
Right
Generate LogMeIn
PIN
125
158
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Incident Master
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.
Double-click Forms on the left pane and expand the Filtering Options.
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
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
Value
Rescue Password
Rescue Password
Public
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
<Get from control properties>
<Get from control properties>
<Get from control properties>
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.
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
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Name
X
Y
Permissions
Container
Display
Display
Permissions
Value
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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.
Container
Database
Display
Display
Display
Display
Display
Display
Permissions
Permissions
Value
LogMeIn Rescue PIN
LogMeIn Rescue PIN
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False
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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:
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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
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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
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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.
In the property window of this web service, set Permissions to public and Static Permissions
Inheritance to True.
Replace <midtier_server> 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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Note down this mid-tier WSDL URL shown above as it will be used later to configure BMC Remedy.
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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 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.
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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 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.
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Right-click Active Links on the left pane and click New Active Link in the drop-down menu.
Right-click If Action and select Add Action > Set Fields to add a new action.
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.
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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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Right-click Active Links on the left pane and click New Active Link in the drop-down menu.
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.
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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.
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.
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Right-click Active Links on the left pane and click New Active Link in the drop-down menu.
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.
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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.
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Right-click Active Links on the left pane and click New Active Link in the drop-down menu.
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.
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.
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Right-click Active Links on the left pane and click New Active Link in the drop-down menu.
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.
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.
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Right-click Active Links on the left pane and click New Active Link in the drop-down menu.
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.
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.
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Right-click Active Links on the left pane and click New Active Link in the drop-down menu.
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.
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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Right-click Active Links on the left pane and click New Active Link in the drop-down menu.
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
LogMeIn_Rescue_Password
DECRYPT($LogMeIn_Rescue_Password$,
$USER$)
DECRYPT($Remedy Password$, $USER$)
Remedy Password
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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.
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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.
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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
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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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instanceName
ServiceBusName;ServerName
OnlyIntranet
Like:remedyconnector;solver
remedyKey
Azure
ServiceBus
access key
Empty
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
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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.
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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
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 = '$USER$'
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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
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Double click on Filters and select Filtering Options to search the LMI:GeneratePINRegular
filter.
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
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subTech
bodyTech
signTech
4
Value
sendMailToCust
'true'
subCust
bodyCust
signCust
sendMailToTech
'true'
subTech
bodyTech
signTech
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Value
sendMailToCust
'true'
subCust
bodyCust
signCust
Technician Name
sendMailToTech
'true'
subTech
bodyTech
signTech
Technician Name
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Select Cache Setting menu then click Flush Cache and Sync Cache button to refresh the cache
as shown below.
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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.
Set the gateway server path and Remedy work log web service path with local environment path as
shown below.
Variable Name
Value
Comment
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Note: This section configuration can only be used if we have permission to copy the folder
RemedyGatewayServer to gateway server of client.
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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.
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