TeamDynamix BeyondTrust (Bomgar) Integration

• Overview
• Configuring BeyondTrust (Bomgar) for TeamDynamix

Overview

There are some Bomgar administrative settings required in TDAdmin. Once those are set, you can turn on two pieces of functionality: creating tickets from Bomgar sessions created via a link, and generating Bomgar sessions for existing tickets. In either case, the ticket will have a Bomgar transcript attached that technicians can browse.

Please note: Users who upgrade their BeyondTrust/Bomgar instance may need to adjust configuration settings within TeamDynamix. Additionally, ensure that you have the full list of TeamDynamix IP addresses allowed. The IP address article can be found here.

TeamDynamix supports integration with BeyondTrust (formerly Bomgar), a leader in remote device management. There are two primary use cases supported.

Initiate session from ticketing application

First, ticketing users can initiate a session from an existing ticket. After configuring the necessary settings within the TeamDynamix Administration site, a "Generate Bomgar Session" button will appear within the Actions menu on a ticket.

Ticketing users that have Bomgar credentials are able to generate a Bomgar session, which includes a URL link and session key. This session is associated with a user's specific Bomgar credentials, and so such sessions will appear in the user's Bomgar support queue.

This information can be communicated to the Requestor or a notification, which includes the necessary connection information, can be sent from the ticket.

Following the completion of the remote session, the TeamDynamix ticket will be updated. A Feed entry indicates when the session was started and completed. Additionally, an .XML file from the Bomgar solution is attached to the ticket.

Initiate session from Client Portal

You can also embed a Bomgar chat session link into the TeamDynamix Client Portal. This link will allow Bomgar sessions to start once a Client user has authenticated to the Portal. Following the completion of the Bomgar session, a ticket will be created based on the settings defined in the TeamDynamix Administration site.

Configuring BeyondTrust (Bomgar) for TeamDynamix

To configure TeamDynamix to support Bomgar, the following steps must be performed:

Generate BeyondTrust API Account Credentials

1. Log in to your Bomgar Administrative Console
2. Navigate to Management > API Configuration tab
3. Select Enable XML API
4. Add API Account
5. Copy OAuth Client ID and OAuth Client Secret to a secure location
   • Note: Client Secret will not be visible again after you save!
6. Enable the following permissions for the API account:
   1. Command API: Full access
   2. Reporting API: Allow access to support session reports and recordings

Configure TeamDynamix

1. Log in to TDAdmin
2. Using the left navigation menu, navigate to Applications > [ticketing application] > Bomgar Integration Settings
3. Enter the URL to your Bomgar site (e.g. https://yoursite.bomgar.com)
4. Choose an Authentication Method: Legacy (username and password) or OAuth (API ID and secret)
   • For Legacy authentication, enter the username and password of an admin-level user that can be used for the integration.
   • For OAuth authentication, enter the Client ID and Client Secret of the API account you want to use for the integration.
5. Check the boxes to enable sessions initiated by technicians and from the Client Portal.
6. At the top of the page, click Save.
7. From the box at the bottom of the page, copy the Event URL. The event URL will be something like https://yourorganization.teamdynamix.com/TDWebApi/api/integrations/bomgar/supportsessionend?beid=957af136-6918-42ad-90fe-207f66484378 

Configure BeyondTrust (Bomgar)

1. Log in to your Bomgar Administrative Console and access the Management section
2. Add a new Outbound Event
3. Choose the type HTTP Recipient
4. For the URL, enter the Event URL you copied from the Bomgar Integration Settings page in TDAdmin
5. Under Events to Send, make sure to check Support Session End
6. Click Add Recipient.