Test the BeyondTrust Integration

Test the BeyondTrust integration from an Incident, Service Request, Computer CI, CSM Portal, CSM Desktop Client, and CSM Browser Client.

Follow the steps below to test the BeyondTrust integration with CSM. You must have an agent logged into BeyondTrust for the following tests to work.

From an Incident or Service Request

To test the BeyondTrust integration from an Incident or Service Request:

1. Log into the CSM Portal.
2. Open an existing Incident or Service Request. If you do not have one, submit a new Incident or Service Request and then open it as if you were going to check the status.
3. Select the Chat with Support link. A dialog opens with instructions.
4. Select OK. The BeyondTrust window opens.
5. Follow the BeyondTrust prompts to initiate the remote session.
6. If an error occurs, an Incident is created and logged with error details.
7. If no support representatives are currently logged into BeyondTrust, a pop-up displays asking the Customer to check back later.

From a Computer Configuration Item (CI)

To test the BeyondTrust integration from a Computer CI:

1. Log into the CSM Portal.
2. Open an existing computer/device record that is assigned to you. Do this by selecting My Devices in the OOTB Portal menu bar. If you do not have any devices assigned to you, log into the CSM Desktop Client and assign a CI - Computer to yourself.
3. Select the Chat with Support link. A dialog opens with instructions.
4. Select OK. The BeyondTrust window opens.
5. Follow the BeyondTrust prompts to initiate the remote session.
6. If the session is unsuccessful or it is outside of service desk hours, an Incident is created for the CI.

From the CSM Portal Toolbar

To test the BeyondTrust integration from the Portal toolbar:

1. Log into the CSM Portal.
2. On the menu bar, select the Chat with Support link. A dialog opens with instructions.
3. Select OK. The BeyondTrust window opens.
4. Follow the BeyondTrust prompts to initiate the remote session.
5. If the session is unsuccessful or it is outside of service desk hours, an Incident is created in the CSM Desktop Client with details from the chat session.

From the CSM Desktop Client or CSM Browser Client — Incident Form

To test the BeyondTrust integration from the Desktop Client or Browser Client:

1. Log into the Desktop or Browser Client.
2. Open an existing Incident.
3. Select Generate Session Key.
4. Select the Send an email options and then select OK. An email message opens with instructions for the Customer to join you in the remote session.
5. Select Send.
6. A Journal - History is created with details from the chat and is attached to the Incident.
7. If an error occurs during the operation, a Journal - Integration Audit will be attached to the Incident.

From the CSM Desktop Client Task Pane

To test the BeyondTrust integration from the Desktop Client Task Pane:

1. Log into the CSM Desktop Client.
2. Open an existing Incident.
3. In the Task Pane, select the Create BeyondTrust Chat Session link.
4. Select the Send an email option and then select OK. An email message opens with instructions for the Customer to join you in the remote session.
5. Select Send.
6. If the session is unsuccessful, an Incident is created with details from the chat session.