eG Administration
 

Integrating with BMC RemedyForce

RemedyForce helps you streamline IT assistance and deliver it through a cloud-based, social platform.

To integrate the eG manager with BMC RemedyForce, do the following:

  1. From the TT system drop-down, select REMEDY FORCE as the TT system with which the eG manager should integrate.

  2. Then, to enable the eG manager to connect to the RemedyForce installation in your environment, specify the following:

    • URL: The URL using which the eG manager should connect to RemedyForce.

    • Partner URL: The partner URL to which the eG manager should first connect to RemedyForce.

    • User and Password: The credentials of a valid user who has rights to access RemedyForce through the Partner URL.

  3. The implementation of eG integration with ServiceDesk exists in a Java class file named SalesForceIntegrator.java. Additionally, the API files and library files that support this class file are jarred in EG-webservice.jar file. In eG, this jar file is referred to as the TT integration archive file. By default, the implementation class file and the jar file are bundled with the eG manager and are available in the <EG_INSTALL_DIR>\manager\lib directory on the eG manager host. However, if later, changes are made to these files, you will have to re-upload them to the eG manager. In such a case, set the Do you want to upload the supporting archives? flag to Yes, and click the Upload button alongside. This will invoke the UPLOAD FILES window.

  4. In the UPLOAD FILES window, specify the full path to the Wrapper class file - i.e., the SalesForceIntegrator.java file - and the TT Integration Archive File - i.e., the EG-webservice.jar file - to be uploaded. Use the Browse button for the path specification. Finally, click the Upload button.

  5. Finally, click the Update button to save the changes.