We do have a document that outlines how to create this button in Remedy and how to integrate Desktop Capture with Remedy. Does the customer currently have Desktop Capture?
They don't have Desktop Capture; they have full Appsite. Would the process be different to pull the recording profile out of Appsite if they have the full one?
Well...Desktop Capture is specifically designed to be integrated with Remedy. If your customer has BMC AppSight then they also have BMC AppSight Web Support. This is very similar to Desktop Capture. Web Support does not integrate with Remedy, but a link can be provided to customers so they can record, capture and upload the log.
Thanks, Remco. Appreciate the info. By the end of the call they were talking about running the profile from self service/knowledgebase, so hopefully the inability of appsite to integrate with Remedy like desktop capture doesn won't be an issue...