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LogMeIn Rescue Integration

LogMeIn Rescue Configuration

There are two important features in LogMeIn Rescue that you will want to enable to get the most out of the integration.


Webhooks

In the LogMeIn Rescue admin console, it is possible to configure Webhooks that automatically post the details of a remote session back to the Halo API when a session is closed. You can specify a different URL to post this data too for each Technician group in the LogMeIn Rescue application. For this integration, all technician groups that you want to retrieve session data from will use the same URL.

To configure this webhook, select the Technician group and go to the settings tab of the admin console. Quite far down the page, there should be an option for exporting session data.

You need to place the following URL into the box highlighted above:

https://{Your Web App URL}/API/notify

The box above this should be kept empty. Please be aware that if you do decide to add the same URL to the first box, then session data for when the session started will be posted to the Halo API, which won’t contain any useful information for the purpose of this integration.


Channels

The second feature is not a requirement, but is recommended to gain full use of the available functionality. Alongside having your own personal queue in LogMeIn Rescue, you can also belong to a channel. In Halo, we also give you the option to invite users to join remote sessions for one of these channels.

Creating a new channel is beyond the scope of this guide, but once you have a channel that you would like to use as part of the integration, you should make a note of it’s URL to join remote sessions. This will come in useful later when configuring the integration within Halo.


Halo Configuration

There are two places which you can enable the LogMeIn Rescue integration in Halo. Firstly, you can go to Configuration > Integrations. Secondly, you can go to the Remote Support module, and enable it from within here. It is recommended to do this from the Remote Support module, since we will also be making configuration changes in here shortly.


Remote Support Configuration

We will begin by configuring the general Remote Support module that will be used with any of the available Remote Support Integrations. Click into General Settings in the module to begin configuring it.

The first options you will see cover some basic background on Remote Integrations. You can browse over this section and move straight onto the General Settings options, where there are two options available.


The first option is a default user for remote sessions. All remote session data that is retrieved from LogMeIn Rescue will either match a Live Chat or a Ticket ID, which will almost always have a corresponding user assigned to them. If you are using Live Chat on the end-user portal on the login screen, the chat will not be linked to a user. It is in these circumstances that the remote session will be linked to the default user specified here.

The second option allows you to prevent your technicians from using the quick Remote Session Invitation functionality on a ticket. This option should be disabled if you’d like to force technicians to use a specific action to send the invites, or if you’re trying to lock down who has the ability to send the invites.

Below these options, there are some extra configuration buttons that allow you to configure your Remote Session Invitation templates.

The first option allows you to configure the text for a variable that can be used in email templates. This variable is $REMOTEINVITE. If you are using this variable in one of your templates, it is recommended that you use either the $LINKTOREMOTE or $REMOTESESSIONCODE variables so that a code/URL for the remote session gets populated.

You do not need to use $REMOTEINVITE in your templates – you can just use $LINKTOREMOTE or $REMOTESESSIONCODE directly in the email template should you wish to do so.

Below the $REMOTEINVITE option, you can configure your email template and also your live chat template. The email template loads up the usual email template editor screen that you should be familiar with. The Live Chat invitation works a little differently, in that you have to type the HTML manually, as shown below.


General Configuration

We can now begin to configure the LogMeIn Rescue module. When clicking into the module, you will find that you initially need to input a username and password of an administrator for LogMeIn Rescue. These credentials are used to generate codes and URLs from the LogMeIn Rescue API for your technicians.

Below this, there is a button to save Agent IDs and also a checkbox that determines whether or not agents can invite users to join sessions with agents other than themselves. This feature will be discussed in more detail later, but for now we will focus on importing the LogMeIn Rescue agent IDs into Halo.

Clicking Save Agent IDs will open up the importer screen that you may be familiar with. This lists out all of your current active technicians in Halo. By starting the importer, Halo will try to import the LogMeIn Rescue IDs and save them against each agent. The agents are matched across the two systems based on their email address.

To check this has worked successfully, you can open up the agent configuration screen in Halo, and you should see an option on the details tab which shows the LogMeIn Rescue Node ID. To compare this in LogMeIn, hover over the technician in the Admin Console where the node ID should be displayed in a popup. You may need to refresh your cache after running this importer.


Channel Configuration

In addition to sending invites to users for remote sessions with particular technicians, you can also configure a channel that you can send invites for also. The channel name does not need to match the name of the channel in LogMeIn Rescue – this will be the name used throughout the Halo application when referencing the channel.

Finally, you need to enter the Channel URL, which will be used to populate the $LINKTOREMOTE variable when you are sending a session invite for the channel. This can be obtained from LogMeIn Rescue following the steps outlined earlier in the guide.

If you do not want your technicians to be able to invite users to a channel, then you should leave both of these options blank.


Sending Invites

Now that the configuration steps have been completed, we can send our first Remote Session invitations. There are multiple ways in which you can do this, and we will cover each one of these briefly in this guide.


Live Chat

The first option available is to send an invite via Live Chat. On the chat details page of a chat window, you should now see an option to send a LogMeIn Invite. Clicking this option will pop up a window that allows you to choose which technician/channel you would like to send the invite for.


Here you will be given a list of all agents who have a LogMeIn Rescue ID assigned to them, along with the channel if you have configured it. Whichever option you choose here is used when generating the URL/code for the remote session. This means that if you chose Lewis, then when the user follows the URL, they will be placed into Lewis’ private queue in LogMeIn Rescue. Click save on this screen to post the message to the chat.

If the message is successful, a tick will appear next to the button, and you can switch back to the main chat windows to view this. Should this fail for whatever reason, a cross will appear next to the button, along with an error message explaining what failed.

Possible error messages include AUTHCODEFAILED, PINCODEFAILED and SESSIONURLFAILED. Should you see any of these error messages, it is likely that you have given one of your agents an invalid LogMeIn Rescue ID, or the administrator credentials you supplied earlier are not correct.

When the session has been completed, if your live chat is still active, the details of the remote session will be posted to the chat for both you and the user to see.


Ticket Details

The second option is from within the ticket itself, without using a configured action. If you open a ticket, and hover over the three dots in the top right corner, you will see an option for “Send LogMeIn Invite”. Pressing this option will open up a screen again allowing you to choose who the session should be generated for, and also an email address to send the invite too.

Once you have submitted this, an action will be added for audit purposes so that it is clear that the invitation was sent.

When the session data is sent back to Halo, the content of this is added to the ticket as an action for the technician who took the session.

Should you wish to disable this option, please revert back to the general configuration section of this guide.


Actions

You can create a specific action that uses the Remote Invitation Template to send the invite. To do this, go to the action configuration screen and set the system use for your chosen action to “Remote Session Invitation”.

You then need to go to the field list tab, and add the “LogMeIn Technician/Channel” field. This field allows you to choose which technician/channel the invite should be generated for. If you don’t want to use this field, or if the value is left blank, then the channel is chosen by default.

When the session data is sent back to Halo, the content of this is added to the ticket as an action for the technician who took the session.


New Ticket Screen

The final option available to you is to automatically send the invite when a new ticket is logged. You can specify this at request type level, on the defaults tab.

On the end user portal, if this field is set to send an invite by default, an invitation will always be sent when the user logs a ticket of this type. You may wish to combine the new ticket template with the remote support template if you will be using this functionality. This invitation will be added as a system action to the ticket.

In addition to this, there are a couple of fields that can be made visible on the agent new ticket screen that allow you to choose each time whether to send the invite, and which technician/channel the invite should be generated for. To configure this, on the field list tab, add the following two fields.

The “Send Remote Session Invitation” field will be defaulted to the default value specified for the ticket type. If the invitation is sent, it gets added as an action for the technician who is logging the ticket.

When the session data is sent back to Halo, the content of this is added to the ticket as an action for the technician who took the session.


Linking Sessions

There are a few scenarios where a remote session may not be linked to a ticket. In these scenarios, the data is still saved to the Halo database, but the details must be manually linked to a ticket.

To do this, open a ticket and hover over the three dots in the top right-hand corner of the ticket. You will see an option for “Link Remote Session”. Clicking this option opens the search screen that you should be familiar with. The name of the remote session is set to the name of the Live Chat that it was generated from, if the name was set. Otherwise, it will display as “Remote Session”, as shown below.

You can choose one remote session at a time to link to the ticket. When confirming the session, the details of this session will be added as an action to the ticket.

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