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.
- Microsoft Dynamics 365 CRM Global Admin role
- LogMeIn Rescue account with access to the Administration Center
Install the Rescue Solution App
The Rescue solution app needed for integrating Microsoft Dynamics and 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.
Configure Rescue
Configure the Solution App
Configure Users
Configure each user you want to be able to use GoTo Rescue.
Create a GoTo 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.
Configure Application User
A global administrator of the Office 365 tenant can configure the user GoTo Rescue uses to write session data back to Microsoft Dynamics .
- Navigate to https://dynamics.logmeinrescue.com, and grant access to the GoTo Rescue App.
- In Microsoft Dynamics, navigate to
- Change the view to Application Users.
- Click New.
- Change the new user form to Application User.
- Enter the Application ID of the GoTo Azure Web App: 1e2716f5-fee6-4370-a121-baea6d360668.
- Enter Full Name and Email Address for the application user.
- Assign the GoTo 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 GoTo Sessions.
Troubleshooting
If GoTo session data is not being written to the Dynamics case, a Dynamics Administrator should check the status of the session key for the GoTo Rescue Dynamics application by following the below procedure.