This guide will walk you through the essential steps for both installation and configuration of the Matrix42 TeamViewer AddOn. Whether you're an IT professional implementing this integration or an end-user seeking its benefits, this document is your go-to resource.
Let's get started on optimizing your remote support and collaboration capabilities with the Matrix42 TeamViewer AddOn.
Installation
- Download the addon as a Zip file and place it on the application server.
- Log in to your Matrix42 ServiceManagement platform.
- Once you have successfully logged in, navigate to the Administration section.
- Within the administration menu, locate and select the Extensions option. From there, choose Installed Packages to proceed with the next steps.
- Click the Install Package option and proceed by selecting the ZIP file for uploading.
- Once the upload is completed, click on Start installation to initiate the addon implementation process.
You can finalize the process by clicking on the Finish button.
The installation has been completed, and we can now proceed with the configuration.
Configuration
Create a new application
To proceed with the configuration, we first need to create a new application on the TeamViewer side.
Please log in with a company account or service account on the TeamViewer portal (https://login.teamviewer.com).
To navigate to the desired section, follow these steps:
1. Click on the User icon on the upper right corner.
2. Select Edit profile.
3. Click on Apps.
4. Create a new App.
Please follow these steps to provide a name and description and for the Redirect URL.
1. Enter a name for the configuration.
2. Provide a description.
3. For the Redirect URL, you can use https://www.tap.de.
The following permissions need to be configured within the app:
Session management
- Create sessions
- View all sessions
- Edit own sessions
- View own sessions
Group management
- Read groups
Connection reporting
- Read connection entries
Computers & Contacts
- View entries
Event logging
- Allow requesting all event logs
Device Groups
- Read operations
Web Monitoring
- Get data
Monitoring
- Get data
After saving, you will now find the Redirect URL, Client ID, and Client Secret within the app.
🚨Important note: Never share this information with someone you don't know or fully trust!
That concludes the configuration steps within the TeamViewer Management Console. Now, we can proceed with the configuration in Matrix42 Service Management.
Create a new TeamViewer Configuration Form
Within the Service Desk module, you will now find the TeamViewer Configuration option under the Configurations section. To create a new configuration, kindly proceed by selecting Add TeamViewer Configuration Form from this menu.
In the Matrix42 Service Management configuration, you'll just need to fill in the fields that have already been set up in the TeamViewer App. These fields include ClientID, ClientSecret, and Redirect URL.
Additionally, you have the option to choose or modify a name for the configuration. By default, it is pre-filled as default.
Furthermore, you will select the synchronization mode, which includes:
- Legacy Sync: This option synchronizes the "old" groups.
- Group Sync: This option synchronizes the "new" Device Groups.
Please select the appropriate mode based on your requirements.
Just Save (NOT DONE) your TeamViewer Configuration, then:
Click on the OAuth2 Authorization URL button, and a new tab will open, redirecting you to TeamViewer, where you will be prompted to authenticate with your credentials.
Please remember to log in with the service account or company user account that you used to create the app in the previous step.
Once you authenticate, click Allow for the application permissions.
Upon authentication, you will be redirected to the Redirect URL that has been configured in the TeamViewer App. At this point, please make sure to copy the value of the "code" parameter.
Insert the code into the TeamViewer Configuration.
Now, the TeamViewer Configuration can be Save and DONE.
On the preview screen, you will see an action labeled get TeamViewer Token. If it doesn't appear immediately, please try refreshing the page. Click on this action to obtain the TeamViewer Token and refresh Token.
A workflow, specifically W_Team_getToken-UIActionWF 1.14, will be triggered and initiated. After this, you can refresh the page once. Following a successful workflow run, a green checkmark will appear.
You can identify the Token by hovering your mouse over it.
At this stage, you have successfully completed the TeamViewer Configuration.
Optional: Synchronizing the TeamViewer ID for an Unattended Session
If you wish to initiate unattended sessions via TeamViewer immediately, you need to manually execute the 'TeamViewer_Sync Assets - EA' Engine Activation once. Subsequently, it will run automatically through a scheduler.
This activation triggers a workflow to synchronize all TeamViewer IDs into the Matrix42 Service Management. The scheduler will run this process daily at 00:00 (midnight).
To perform this action:
- Navigate to the Administration section.
- Select Services & Processes, and locate the Engine Activation named TeamViewer_Sync Assets - EA.
- Click on Activate to initiate the process.
Attended Sessions
Initiate an attended Session
In the Service Desk module, you will come across an action called TeamViewer Create Remote Session.
📌Note: The TeamViewer Create Remote Session action is accessible only under the following circumstances:
- You, as the current logged-in user, are designated as the Responsible party.
- No TeamViewer code has been generated for this particular activity.
Once you click the TeamViewer Create Remote Session action:
1. A new journal entry is generated.
2. A customer link will be sent to the Activity Initiator.
3. The following buttons are created:
- Join Session as Supporter: Uses the installed TeamViewer
- Join Session as Supporter From Browser: Launches the TeamViewer web app
When the Activity is either closed or the session's "Valid_until" period expires, a CoRu (Custom Report Run) is triggered to retrieve all the Session Logs from TeamViewer, if any exist.
If there haven't been a Session, the Journal-Entry looks like this:
Unattended Sessions
Initiate an unattended Session
In the Service Desk module, you will encounter an action named Connect to Asset.
Please be aware that the TeamViewer Create Remote Session action is available only under the following conditions:
- An asset is associated with the ticket, and that asset possesses a TeamViewer ID.
After executing the Connect to Asset action, an attempt will be made to establish the connection via start.teamviewer.com/TEAMVIEWER_ID. During this process, you will have the option to choose whether to start the installed TeamViewer or download TeamViewer if it is not already installed.
📌Note: This flexibility allows users to either utilize their existing TeamViewer installation for the connection or download the application if it's not yet available on their system.
TeamViewer logs can be recorded in the journal through the TeamViewer Request Sessions action.
- Here is a screenshot when an entry is found:
- Here is a screenshot when no entries are found:
📌Note: These actions allow you to capture and document TeamViewer session information in the journal for reference and tracking purposes.