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01/18/2019 188 views

I am trying to integrate Bomgar into the Service Desk.  I have followed the Integrating Bomgar with KACE 101 instructions and found out that the API commands have changed since the instructions were released. After reaching out to Bomgar support and being told that they no longer support integration with KACE, I am trying to do a work around.  I have the API commands that work correctly but I'm going to have to change my SQL statement and have to create a few different rules.  I have configured my custom field to list the different representatives that will be using Bomgar for remote support.  Can someone help me with my SQL statements?  Here is what I have.


select

HD_TICKET.*,

owner.EMAIL as OWNER_EMAIL,

if ((LENGTH(owner.FULL_NAME) = 0), owner.USER_NAME, owner.FULL_NAME) as OWNER_NAME,

submitter.EMAIL as SUBMITTER_EMAIL

from

HD_TICKET

left outer join USER owner on owner.ID = HD_TICKET.OWNER_ID

left outer join USER submitter on submitter.ID = HD_TICKET.SUBMITTER_ID

where LENGTH(HD_TICKET.CUSTOM_FIELD_VALUE0) > 0


I'm thinking that this where my issue is.


Thanks!

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BOMGAR integrated with KACE in a number of areas, for example the ability to send the BOMGAR details from within a ticket. Which functionality are you trying to get working?

Answered 01/29/2019 by: Hobbsy
Red Belt

  • send the Bomgar details from within a ticket using a custom field.
    • Sorry about the "answer" IT ninja wouldn't let me save a comment....If I remember rightly this is a custom field and a ticket rule combination to send specific data in the email...if you email me I have an old pdf from BOMGAR that may well answer the question, if not it will at least point us in the right direction
      • If you are referring to the 101 guide, I tried it. Bomgar has changed their API strings and they won't help me in getting the string correct since they do not support KACE integration.