BeyondTrust, formerly Bomgar, is a secure remote support application that allows technicians to login to customer devices, such as computers, phones, and tablets, to troubleshoot and manage issues. supports integration with the Remote Jump Client via the BeyondTrust Web Representative Console cloud browser version and the desktop-based Representative Console.
This section describes the initial administrator setup required to use the Bomgar integration. In brief, you will:
To integrate with BeyondTrustyou will need:
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To complete the following steps, log in to your KB as an administrator.
mycompany.beyondtrust.com
. Some special URL characters are reserved and can not be used in the password. For more information, see Percent Encoding.
Once you deploy and enable BeyondTrust in your KB, the system adds a BeyondTrust Session Details table. After a BeyondTrust session ends, the session information is sent to this table and the details are stored. If you don't create your own HTML report template, as mentioned above, then the reports are generated in the default report template format. By default, the system does include BeyondTrust sessions that were not launched from within your KB.
By default, the BeyondTrust Session Details table does not include BeyondTrust sessions that were launched from outside of your KB. To receive and process BeyondTrust events launched outside of the system, use the BeyondTrust Host Names or IP Addresses global variable to enter a comma-separated list of authorized host names or IP addresses. |
Technicians who will launch support sessions must exist as users in both BeyondTrust and for the system to confirm their identity and assign sessions.
One of the following requirements must be met:
To confirm user settings, log in to the BeyondTrust admin portal and create or edit a user on the Users & Security tab. Then confirm it matches the user record in :
The BeyondTrust Admin Console requires the following configuration to enable to capture the events:
Choose a name and add the Server URL. The new parameter KB should match the name of the KB where the BeyondTrust Extension is enabled. If possible, use the domain name, such as example.agiloft.com
, as the root of the URL, instead of the server hostname, such as ps108.agiloft.com
. For example: https://example.agiloft.com/extension/bomgar/connect/bomgareventconnect?KB=[KB_NAME]
The KB parameter is mandatory in order to store details of BeyondTrust sessions which did not originate in . In cases where BeyondTrust sessions are initiated from , the parameter KB is optional and will not be used. |
You will need to create a few fields in whichever table staff will work on tickets and launch BeyondTrust sessions, most commonly the Support Case or Helpdesk Case table.
The following fields are required:
On the Permissions tab, chose the option to use a saved search. We recommend creating a search based on the current customer name, so support technicians can see all of the customer’s support sessions in the embedded table. Alternately, you might want to create a search that shows only support sessions related the current case by filtering on the logical table name and the case ID.
On the Session Key Generation tab, choose the three fields from the process table that hold the session key, URL, and session key expiration.
On the Support Session Assignment tab, select the fields holding the customer’s name and email address. Then choose an assignment policy. In most situations, we recommend assigning sessions to the logged in power user. See below for a detailed explanation of assignment options in Assigning Support Sessions.
There is one more recommended field that isn't required:
Email BeyondTrust Session Key: Create an action button to email the session pin to the customer. This field is not required, since there are several ways to configure an email action or to share the URL and session key with a customer. Below is our recommended setup:
Click Add Else, then create an Email Action that sends the PIN and URL to the support customer. You can modify an existing email template or create a new one to use. Be sure to include field variables in the template to display the URL and session key fields. The completed If-then-else action will look similar to:
The action button setup determines how the session for which the key and URL are generated is assigned. You can assign BeyondTrust sessions to the:
Assign session to the general queue: With this option, any representative logged into BeyondTrust can accept the session. To use this option, you must log in to the BeyondTrust Administrative Interface, go to Configuration > Options, and check the box to Enable the General Queue.
Once you have finished adding these fields, add them to the layout and set up permissions. You can arrange the layout according to your needs. The following permissions are minimally required for support reps:
You may wish to give additional view permissions to customers, such as the ability to view or download the session’s chat transcripts.
To launch a BeyondTrust support session from the KB, a technician must:
Note: Technicians must end the session from the BeyondTrust Representative Console to send the details back to .
To view the details of a BeyondTrust session, click on the View Details link from the embedded table in the record. You can also view the details directly from the session record in the BeyondTrust Session Details table or in the BeyondTrust interface itself. Chat and session detail records remain on the BeyondTrust server for 90 days.
By enabling the proper script, it is possible for a support representative to launch a BeyondTrust session to a Jump Client that has been pinned from within . Note that the process will be different depending on whether you are accessing the desktop client, or the desktop or cloud versions of the BeyondTrust Web Representative Console. Customers can use both the cloud and desktop version of the Representative Console in a KB, by adding actions for the LaunchBomgarJumpClientSession.jar
and the LaunchBomgarJumpClientCloudSession.jar
.
To set up this functionality within a BeyondTrust-enabled KB:
Under Action Name write: LaunchBomgarJumpClientSession.jar
. Click Finish.
For this to work, the LaunchBomgarJumpClientSession.jar file must be available under the Scripts directory of the KB. To add the file to the directory, contact customer support and ask the representative to upload file attached below to the correct location. The path will be specified in the corresponding Script Action wizard. |
Under Action Name write: LaunchBomgarJumpClientCloudSession.jar
. Click Finish.
For this to work, the LaunchBomgarJumpClientCloudSession.jar file must be available under the Scripts directory of the KB. To add the file to the directory, contact customer support and ask the representative to upload file attached below to the correct location. The path will be specified in the corresponding Script Action wizard. |
Within BeyondTrust, you can pin a Jump Client in the Representative Console. For more information, see here.