This article applies to customers with a Premium or Corporate subscription license.
Platform Version Requirements: 9.3.2 or later.
Out-of-the-Box Content Version Requirements: 9.3.2 or later (exception 9.4.0a)
The TeamViewer mergeable application (mApp™) integrates TeamViewer remote control and chat capabilities with CSM. The integration allows CSM users to initiate remote control sessions from within an Incident.
This mApp includes multiple features, including Stored Values (Client ID, Client Secret, State Value for Browser, Browser Close TeamViewer Session), Web Services (TeamViewer Authorization, TeamViewer Sessions, TeamViewer retrieve code), and One-Steps (Create TeamViewer Session, Close TeamViewer Session, Send TeamViewer Session Email, Automated Delete of TeamViewer Session, Browser Client TeamViewer Token Section, Browser Close TeamViewer Session), Business Objects to store TeamViewer Data (TeamViewer Session, TeamViewer Token), Stored Expression (CurrentDatePlusOneDay) Images (TeamViewer.jpg), and an Automation Process (Automated TeamViewer Cleanup) .
How the mApp Works
CSM provides the TeamViewer integration as a mApp so that Users can easily incorporate remote session functionality into their existing CSM system.
The mApp includes the following items:
To apply the mApp, perform the following high-level steps (the screenshots provided may vary, depending on systems and versions):
When complete, there will be a new Tab on the Incident business object with the integration controls ready to use.
To use the TeamViewer mApp, you must have a licensed CSM user and valid TeamViewer credentials. You must be viewing a saved incident from either the Desktop or Browser Client.
To Create a TeamViewer session within CSM:
When using the Browser client, a pop-up will appear within CSM, asking you to login via a browser session to TeamViewer, prompting you for your TeamViewer credentials, click ok. After that process has completed and your information is validated, you will receive a message from TeamViewer to return to the Cherwell record you were working on. In that record, click the Refresh button then go back to the TeamViewer Tab and click the Part 2 Browser button and the process will continue. An email will be generated to be sent to the customer of that record with the link. After sending the email, the Join As Admin button will appear and you can then launch the TeamViewer Session.
When the customer accesses the URL in the email, the TeamViewer session will be active.
To Close a TeamViewer session within CSM:
To Send an Email link to the current session within CSM: