Bomgar Not Working

[shristy2]

Hi Team,

The bomgar session key ui action is visible on incident form but when clicked on it , its not working.

What can be done , from which side the issue can be??

[Jon Barnes]

I am not familiar with that UI action, doesn't sound like an OOB one. I would do the following if nothing is happening. Is the UI action a client side UI action?

Open your developer tools in your browser, and click the button. If there is a JS error, you will see that here, and that will go a long way toward determining what is causing the issue.

If no JS error, Check all "onSubmit" client scripts that are running on that table, and see if one of those is cancelling the submission but not returning any information to the client.

Check the system logs to see if there are any suspicious warnings or errors (created under your name).

I suspect this is a client side UI Action if nothing at all is happening. It is also possible that a javascript error is occuring on load of the form which causes other client side functionality to stall out.

[JC Moller]

Hi,

Check the condition for the "Bomgar Session Key" UI Action. Should it trigger for your user id?

The form button calls the Bomgar Script Include's generateSessionKeyAjax function.

You should at least have these values set for your Bomgar instance in the System Properties.

gs.info('Creating rest message for gen session key');

gs.info('username: ' + gs.getProperty('bomgar.username'));

gs.info('password: ' + gs.getProperty('bomgar.password'));

gs.info('applianceURL: ' + gs.getProperty('bomgar.instance.name'));

Is the network connection from your SN instance to your Bomgar Appliance/Chat Server ok? Are there any warnings or errors in the logs after you have initiated the creation of the Session Key?

- Jan

[shristy2 · Accepted solution]

Thank you all for your quick response. It was the certificate error which is resolved now.

[anindya_11]

Hi Shristy,

We are facing the same issue. Can you please outline what you did to resolve the issue?

Regards,

Anindya