LogMeIn Rescue Customization and Integration Guide

Integration of Rescue and Microsoft Dynamics

Allow Microsoft Dynamics users to provide remote support using Rescue, with all customer and session details logged into Microsoft Dynamics.

The person performing the integration needs the following roles and privileges:
  • Microsoft Dynamics 365 CRM Global Admin role
  • LogMeIn Rescue account with access to the Administration Center

Install the Rescue Solution App

The LogMeIn Rescue solution app needed for integrating Microsoft Dynamics and LogMeIn Rescue is available from Microsoft App Source.

Log in to Microsoft Dynamics, and search Microsoft AppSource for the solution app to install it from there following the usual AppSource app install procedure.

When you need to install a version of the solution app that is not available through Microsoft AppSource, follow the below manual installation procedure:
  1. In Microsoft Dynamics, navigate to Settings > Solutions.

  2. Click Import.

    The Select Solution Package window is displayed.
  3. Browse to and select the LogMeIn Rescue solution file associated with this deployment, then click Next.

    Tip: The solution file is usually saved on a network drive. You will typically search for a zip file with a name like LogMeInRescue-Managed-[version.number].

    For detailed information, contact your network administrator.

  4. Proceed through the solution import wizard.
    Attention: Make sure you select the Enable any SDK message processing steps included in the solution box.


After successfully installing the Rescue solution app, the solution appears listed under Settings > Solutions > All Solutions.

Configure LogMeIn Rescue

  1. Log in to the Rescue Administration Center.

    Note: Don't have a LogMeIn Rescue Account? Request a Trial.

  2. In the Rescue Administration Center, select the Technician Group you want to work with on the Organization Tree.
  3. On the Settings tab, navigate to Exporting session data, and set the Post session details ... fields to https://dynamics.logmeinrescue.com/api/integration .

Configure the Solution App

  1. In Microsoft Dynamics, navigate to Settings > Solutions > All Solutions.
  2. Double-click the LogMeIn Rescue solution item. The Solution: LogMeIn Rescue configuration window is displayed.
  3. Choose the Production or the Beta instance. This pre-populates the endpoint.
    Note: Endpoint settings can be modified if necessary.
  4. Enter your Rescue Company ID and Single Sign-On (SSO) password (if SSO is to be used).

    Note: You can find your Rescue Company ID and SSO password under Global Settings > Single Sign-On.

  5. Verify your Microsoft Dynamics ORG URL is correct.
  6. Enter your Office 365 tenant ID.
    Tip: To find your Office 365 tenant ID in Microsoft Azure, navigate to Azure Active Directory > App registrations > Endpoints, and copy your globally unique identifier (GUID) from the MICROSOFT AZURE AD GRAPH API ENDPOINT URL field.

  7. Optionally, configure the following settings the way you want your integration to work.
    Option Description
    Require Active Tech Console: When selected, the user requesting the PIN is required to have an active Rescue session in the Technician Console.
    Close ticket at session end: When selected, the Rescue session record is automatically deactivated at the end of the session. This makes it possible to trigger other custom processes at this point.
    Reassign case on Session Start: If the session returned from Rescue is assigned to a different CRM user than the one assigned to the case in CRM, the case is reassigned based on the session record.
    Do not pass cfield1: When selected, Microsoft Dynamics does not pass the value of custom field 1 to the Rescue Technician Console. By default, this custom field is used to pass the email address related to the Microsoft Dynamics ticket.
    Tip: Make sure to select this option if you use custom field 1 to pass data other than the email address to Rescue, so your data is not overwritten.
  8. Click Save.

Configure Users

Configure each user you want to be able to use LogMeIn Rescue.

Create a LogMeIn User Settings record for the user by adding the following details:

  • the user's Technician ID
  • the user's SSO ID (if SSO is to be used)
  • Auth Code is populated automatically the first time the user requests a rescue PIN Code.
Note: The first time the user requests a PIN Code, an empty record is created automatically and the technician ID is added to it automatically.

Configure Application User

A global administrator of the Office 365 tenant can configure the user LogMeIn Rescue uses to write session data back to Microsoft Dynamics .

  1. Navigate to https://dynamics.logmeinrescue.com , and grant access to the LogMeIn Rescue App.
  2. In Microsoft Dynamics, navigate to Settings > Security > Users
  3. Change the view to Application Users.
  4. Click New.
  5. Change the new user form to Application User.
  6. Enter the Application ID of the LogMeIn Azure Web App: 9ba28faa-a003-4adf-a531-4cab58b14f01.
  7. Enter Full Name and Email Address for the application user.
  8. Assign the LogMeIn Integration User role to this user.

FAQ

  • Where/when can I find the PIN creation buttons for a new case?

    The PIN creation buttons for a new case will only appear in the action bar after the case is saved.



  • Where can I find Rescue session details?

    Once a Rescue session is completed, you can find the session details by selecting the drop down icon to the right of the case title, and selecting LogMeIn Sessions.



Troubleshooting

If LogMeIn session data is not being written to the Dynamics case, a Dynamics Administrator should check the status of the session key for the LogMeIn Rescue Dynamics application by following the below procedure.

  1. In MS Dynamics, navigate to Settings > Customizations > Customize the System.
  2. On the left panel, under Components expand Entities > LogMeIn Session.
  3. Select Keys. The Session Key status is displayed.

  4. If the Session Key status is in Pending, manually activate the key:
    1. Under Settings > System > System Jobs locate the failed job Create index for Session Key for entity LogMeIn Session.
    2. Select the failed job, and delete it using the X icon above the list of System Jobs.
    3. Navigate back to Settings > Customizations > Customize the System.
    4. On the left panel, under Components expand Entities > LogMeIn Session.
    5. Select Keys.
    6. Select the Session Key.
    7. Click More actions > Reactivate Key.
    8. Refresh the list until the status shows Active.