Rescue By LogMeIn - Agiloft

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Rescue by LogMeInIntegration and SetupLast Updated: November 16, f Agiloft, Inc. 2015

RESCUE BY LOGMEIN INTEGRATIONRescue by LogMeIn, a remote support platform, integrates with Agiloft support desk, allowingtechnicians to launch support sessions from the staff interface and log in remotely to customercomputers. You can then view session details and chat transcripts from within a Support Case record,providing technicians with the necessary information to deliver fully integrated customer service.Technicians can generate PIN codes from the Agiloft interface, and session details are sent back toAgiloft when the support session is ended from the LogMeIn Technican Console.The following instructions will help you integrate Agiloft’s Support Case table with LogMeIn Rescue.Setup in RescueSign up for a trial if you don't already have a Rescue by LogMeIn account athttps://www.logmeinrescue.com.Enable Posting of Session DetailsNote that LogMeIn has two consoles: the Technician Console and the Administration Center. Log in toRescue at https://www.logmeinrescue.com and open the Administration Center.1. Select a technician group from the left pane.2. Click the Settings tab.3. Scroll down to the Exporting session data section.4. In the Post session details to URL when session is ended field, enter:https://{server}/gui2/logmeinSession(where {server} is the FQDN/IP address of your Agiloft instance).1

5. Scroll down and select Save Changes.Locate Company ID and SSO PasswordYou will need to copy the Company ID and the SSO Password from the LogMeIn Rescue AdministrationCenter into Agiloft’s LogMeIn integration wizard. To find these values:1. Log in to your Rescue Administration Center.2. Under Global Settings Single Sign-On, find or create the SSO Password.3. In the next field (ASP.Net C# server side example), find the Company ID.Setup in AgiloftThe required setup to integrate Agiloft and LogMeIn Rescue happens in three stages. First, you willimport a carrierKB to add structures and automation to your KB. Then, enter the details of your LogMeInRescue account into the LogMeIn integration wizard within Agiloft and verify user information. Finally,customize the key components and record layout to your exact needs.Import the Carrier KBLogMeIn integration with the Support Case table is automated by importing a carrier KB containing theLogmein Rescue Sessions background table. To import this table and automation into your KB:1. Download the carrier KB athttps://www.agiloft.com/documentation/Logmein Carrier KB.xml.ew.zip2

2. Unzip the folder and save the carrierKB file, Logmein Carrier.xml.ew, to a convenientlocation on your hard drive.3. In your Agiloft KB, go to Setup Sync Import.4. On the Source tab, click Browse to find and open the file Logmein Carrier.xml.ew:5. After selecting the file, click Upload to save it.6. Click Next to move to the next tab.7. On the Entity Set tab, select the entity set from the drop-down.8. Click Import to finish. A progress message is displayed while the entities are transferred. It maytake a few minutes to transfer changes depending on the size and number of entities in the set.Note: See Entity Set Sync for additional instructions on importing carrierKB files.Enable Communication with RescueTo enable Agiloft communication with LogMeIn, log in to your Agiloft Knowledgebase as an admin user.1. Go to Setup Integration LogMeIn Rescue.3

2. Enter the Company ID.3. Enter the Single sign-on password.4. From the drop-down, choose the Support Cases table.Note: While it is possible to set up LogMeIn Rescue integration with other tables, the carrier KB isdesigned for the Support Cases table. Therefore, all structures, fields, etc., must be configuredmanually to integrate with other tables.User SetupTo allow support technicians to launch sessions from an Agiloft record and accept those sessions in theLogMeIn interface: The user’s Single Sign-On ID in the LogMeIn Rescue console must match the Email Address in theAgiloft user (People/Employee) record.4

Additional CustomizationImporting the carrier KB will automatically set up the necessary action buttons, as well as creating anembedded search result in Support Case records showing all related LogMeIn sessions.Customize the Embedded Search Result filterYou may want to show all LogMeIn sessions for the current customer in the embedded search result. Tochange the default filter, first add a Customer Name field to the Logmein Rescue Sessions table. Thisfield should be of the type Link to selected fields from another table and be linked to the CustomerName field in the Support Case table; you can add any other fields you think would be useful to thelinked set.1. From the Fields tab of the table wizard, edit the Logmein Rescue Sessions field.2. On the Permissions tab of the field wizard, edit the saved search filter or create a new one.3. Create a filter that finds records where the Customer Name in the Logmein Rescue Sessionstable matches the Customer Name in the support case record. (The default filter pulls in allLogMeIn session records for this Support Case.)5

Customize the LayoutBy default, the Generate Pin action button and the embedded table are on the Related Records tab of asupport case. You can adjust the layout as needed from the layout editor.Customize PermissionsBy default, only the Admin group has permission to view the tables and fields added by the carrier KB. Ifthe Generate Pin action button and Logmein Rescue Sessions field don’t appear automatically, check thepermissions for your support technician group. To do this, go to Setup Support Cases Fields and editthe relevant fields. Navigate to the Permissions tab and add the technicians’ group under Allow group toview the field in others’ Support Cases.Customize the Email TemplateAn email template to send the PIN to the customer is added to the Support Cases table. By default, thisemail template is configured to send from ‘example@example.com.’To change the ‘From’ line, edit the template: From the Support Cases table view, mouse over the Emailicon and select Manage Templates.Initiating a LogMeIn Support SessionTo initiate a LogMeIn session, the support technician must first log into both an Agiloft KB and theLogMeIn Rescue Technician Console. To open a new session, for example, when a customer calls in, thetechnician will complete the following steps:1. Open the Agiloft support case.2. Click the Generate PIN action button (by default on the Related Records tab).3. A pop-up appears containing the LogMeIn PIN:6

Click Open Technician Console to log in to LogMeIn Rescue (or open directly if necessary).Note that if the Open Technician Console action button in Agiloft does not work, you can open LogMeIndirectly. LogMeIn will still post the session details to Agiloft.4. Click Send Email to email the pin to the customer.Note: By default, this email template is configured to send from ‘example@example.com.’ To change the‘From’ line, edit the template by selecting Manage Templates in the Support Case table view.5. Or, if the customer is on the phone, simply read the pin aloud.6. Instruct the customer to enter the pin at www.logmein123.com7. Accept the session within the LogMeIn interface by clicking the green Play button.Session details are sent to Agiloft when the technician ends the session. A LogMeIn Rescue Sessionrecord will automatically appear in the embedded table of the linked support case record.7

Nov 16, 2015 · To initiate a LogMeIn session, the support technician must first log into both an Agiloft KB and the LogMeIn Rescue Technician Console. To open a new session, for example, when a customer calls in, the technician will complete

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