BeyondTrust (Formerly Bomgar) Remote Support mApp Solution 3.1

Overview

The BeyondTrust Remote Support mApp Solution provides functionality that enables secure, real-time remote support sessions. CSM technicians and customers can launch remote support sessions directly from CSM to encourage real-time collaboration and fast resolution of IT issues. Session details (example: Chat conversation history) can then be stored in an applicable Business Object.

CSM integrates with BeyondTrust's remote support services using the BeyondTrust Application Programming Interface (API). BeyondTrust remote support service commands are configured in CSM so technicians can launch remote support sessions directly from any CSM Business Object. Technicians and customers can initiate these sessions through the CSM Desktop Client or CSM Portal. At the end of a session, CSM Business Objects (example: Incidents and Change Requests) are created or updated to store the session's details in the Business Object's Journal.

The CSM remote support integration allows customers to request immediate assistance with IT issues and to communicate real-time with technicians through a chat window in the Portal. Technicians provide remote support to customers through the BeyondTrust Representative Console. The Console is the interface that BeyondTrust provides for technicians to chat with customers, remotely control their computers and share files, to resolve the customer's issues.

Apply the mApp Solution

Follow these steps to download and apply the mApp Solution:

1. Review the recommendations and considerations for applying mApp Solutions. For more information, see Considerations for Applying mApp Solutions.
2. Extract the mApp Solution .zip file to a location that can be accessed by CSM.
3. In CSM Administrator, use the Apply mApp Wizard to apply the mApp Solution. For more information, see Apply a mApp Solution. Select the topic that matches your version of CSM.
4. When prompted, enter the Business Object IDs, BeyondTrust/Bomgar URL, API Client ID, and API Client Secret. Select the Open a Blueprint so that I can preview the changes option. Before you publish the Blueprint, you need to configure the mApp Solution.

For a list of items included in the mApp Solution, see BeyondTrust mApp Solution Items.

Configure Settings in BeyondTrust

Follow these steps to configure the settings in BeyondTrust:

1. Configure the Outbound Event in BeyondTrust.
2. Configure the BeyondTrust API.
3. Configure the API Fields in BeyondTrust.

Configure the mApp Solution

Follow these steps to configure the mApp Solution:

1. Define CSM remote support.
2. Update the URL in the Web Service Object.
3. Set the Journal - Remote Support History as the default Form.
4. Add BeyondTrust Form elements to Incident Forms.
5. Add BeyondTrust Form elements to the view-only Portal Incident Form.
6. Add BeyondTrust Form elements to the Portal Configuration Item Form.
7. Define BeyondTrust menu bar option.
8. Define security rights for Portal Customers and Workgroup Managers.
9. Define the automation process for Business Hours.
10. Define the Configure BeyondTrust Path One-Step Action.
11. Configure the Outbound Event in BeyondTrust.
12. Configure the BeyondTrust API.
13. Configure the API Fields in BeyondTrust.

For more details on these steps, see Configuring the BeyondTrust Remote Support mApp Solution.

Use the mApp Solution

Follow these steps to use the mApp Solution:

1. Test the BeyondTrust Integration.
2. Conduct a Remote Support Session using the BeyondTrust Representative Console.
3. Launch a Remote Support Session from the CSM Desktop Client (CSM technicians).
4. Launch a Remote Support Session from the CSM Portal (customers).

For more details on these steps, see Using the BeyondTrust mApp Solution.

Revision History