This article applies to customers with a Premium or Corporate subscription license.

General

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 will allow you to:

  • Create and join a support session directly from the CSM Incident Console
  • Remotely control the customer’s device
  • Share session information with the supported party via email

This mApp includes multiple features, including Stored Values (Client ID, Client Secret, Group ID), Web Services (TeamViewer Authorization, TeamViewer Sessions), and One-Steps (Create Session).

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:2018-08-03 16_54_37-TeamViewer Integration mApp Doc 05232017.pdf - Adobe Acrobat Reader DC.png

Users initiate a TeamViewer session from CSM by running the Create Session One-Step™. Set the Create Session One-Step to an accessible location.We recommend either an action in the Task pane (CSM Desktop Client only) or a button on the Incident Form (CSM Desktop Client and CSM Browser Client compatible).

Applying the TeamViewer mApp

To apply the mApp, perform the following high-level steps:

  1. Download the mApp from the CSM mApp Exchange.
  2. Before applying the mApp, make sure a Company Level app has been added to TeamViewer. At a minimum, the app must have the following rights: Create, View, Edit all sessions, and Read Groups. No redirect URL is required. Note the Client ID and Client Secret, as you will need to enter them in the mApp.
  3. Click Apps at the bottom of the TeamViewer console.2018-08-06 16_12_22-TeamViewer Integration mApp Doc 05232017.pdf - Adobe Acrobat Reader DC.png
  4. Click the Create App button.2018-08-06 16_13_28-TeamViewer Integration mApp Doc 05232017.pdf - Adobe Acrobat Reader DC.png
  5. Complete the fields in the Create App form. Select Company for Access level.2018-08-06 16_14_11-TeamViewer Integration mApp Doc 05232017.pdf - Adobe Acrobat Reader DC.png
  6. Click Save. The resulting App summary will be displayed.2018-08-03 16_59_55-TeamViewer Integration mApp Doc 05232017.pdf - Adobe Acrobat Reader DC.png
  7. Apply the mApp using the Apply mApp wizard in CSM Administrator. The Apply mApp wizard generates a Blueprint, which can then be viewed and published to a test or live
    system to commit the changes.
  8. Enter your Client Secret, Client ID, and Group ID when prompted.2018-08-06 16_14_59-TeamViewer Integration mApp Doc 05232017.pdf - Adobe Acrobat Reader DC.png

Configuring the TeamViewer mApp for CSM Desktop Client

To create an action in the Task Pane of the CSM Desktop Client:

  1. Create a Blueprint in CSM Administrator.
  2. In the Object Manager, select Incident and choose Edit actions...2018-08-06 16_16_44-TeamViewer Integration mApp Doc 05232017.pdf - Adobe Acrobat Reader DC.png
  3. In the Task Pane page, select Add Action > Add One-Step action.2018-08-06 16_17_31-TeamViewer Integration mApp Doc 05232017.pdf - Adobe Acrobat Reader DC.png
  4. Navigate to Blueprint > mApp Factory > TeamViewer. Select the Create Session One-Step and click Ok. Edit the Display text if desired.2018-08-06 16_18_09-TeamViewer Integration mApp Doc 05232017.pdf - Adobe Acrobat Reader DC.png
  5. Publish the Blueprint.

Configuring the TeamViewer mApp for CSM Browser Client

To create a button on the Incident form in the CSM Browser Client:

  1. Create a Blueprint in CSM Administrator.
  2. In the Object Manager, select Incident and choose Edit form...2018-08-06 16_18_53-TeamViewer Integration mApp Doc 05232017.pdf - Adobe Acrobat Reader DC.png
  3. Drag a button onto the form.2018-08-03 17_16_53-TeamViewer Integration mApp Doc 05232017.pdf - Adobe Acrobat Reader DC.png
  4. Right-click the button and select Control properties.... Click the Ellipses button [ ... ] and navigate to Blueprint > mApp Factory > TeamViewer. Select the Create Session One-Step and click OK.2018-08-06 16_19_47-TeamViewer Integration mApp Doc 05232017.pdf - Adobe Acrobat Reader DC.png
  5. Publish the Blueprint.

Using the TeamViewer mApp

To use the TeamViewer mApp, you must have be a licensed CSM user and valid TeamViewer credentials.You must be viewing an incident from either the Desktop or Browser Client.

To create a TeamViewer session within CSM:

  1. While in the Incident ticket, run the One-Step™ either from the task pane (CSM Desktop Client) or a button on the form (Desktop Client or CSM Browser Client). If a requestor is defined in the ticket, their email address will be used for the TeamViewer session invitation email.
  2. A pop-up will appear within CSM as well as in a web browser. The browser will open TeamViewer and prompt for credentials. Enter your TeamViewer credentials and sign in.2018-08-03 17_20_13-TeamViewer Integration mApp Doc 05232017.pdf - Adobe Acrobat Reader DC.png
  3. Click Allow on the next screen. A code will display.
  4. Copy this code, paste it into the pop-up in CSM, and click OK.2018-08-03 17_21_06-TeamViewer Integration mApp Doc 05232017.pdf - Adobe Acrobat Reader DC.png
  5. Another pop-up will open with a link to the TeamViewer session. Click the link to open a browser window with the TeamViewer session. Click OK to dismiss the pop-up.
  6. An email with the customer URL and session code will appear. The requestor's name should appear in the To address field. Verify the address and send the email to the customer.
    When the customer accesses the URL in the email, the TeamViewer session will be active.2018-08-03 17_22_17-TeamViewer Integration mApp Doc 05232017.pdf - Adobe Acrobat Reader DC.png
  7. Close the session to quit.
Version history
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Last update:
‎13 Sep 2018, 8:03 AM
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