Define General Settings

Enables remote support (example: BeyondTrust) through CSM. When this option is selected, the Remote Support Service commands appear in the menu bar of the CSM Desktop Client under Tools>Chat.

Clear this check box to temporarily disable remote support integration while still keeping other settings.

These are the credentials used to log in to CSM to process information from the remote support service after a remote support session ends.

Use Active Web Service Credentials: Current Windows login credentials are used. Create a corresponding Windows User in CSM using the same Windows user name. This User must have the proper security rights to process events, run One-Step Actions, and create or modify Business Objects and Customer Records. Typically, this user name is IIS AppPool\DefaultAppPool or something similar.

Use Specific Cherwell User: Use a CSM User login (internal or Windows user). Provide the User name and Password of the CSM User that is used for logging in to process remote support events. This User must have the proper security rights to process events, run One-Step Actions, and create or modify Business Objects and Customer Records.

These options (only supported in the CSM Desktop Client) allow CSM technicians to have remote support sessions placed in their personal queues in the BeyondTrust Representative Console.

Select Technician Queue Using Current User Login: Match the user name for the currently logged-in CSM technician against the usernames of all CSM technicians who are currently logged into the BeyondTrust Representative Console. If a match is found, the remote support session is created within that technician’s queue

Select Technician Queue Using Login Stored In Current User Business Object: Match the user name stored in a Field in the User Business Object (UserInfo) for the currently logged-in technician against the user names of all technicians who are currently logged into the remote support system. If a match is found, the remote support session is created within that technician’s queue. To indicate which Field contains the technician's user name, add an attribute with the name ChatUserName to the Field. For more information about Field attributes, see Define Advanced Properties for a Field.

These options determine whether a Customer can select from a list of support issues when launching a remote support session, or whether all remote support sessions launched by Customers are categorized under a specified support issue.

Prompt for Support Issue: Select this option to have a pop-up open for the Customer to select from a list of issues downloaded from the remote support system.

Always Use a Specific Support Issue: Automatically use a specified issue. Default indicates that the request should be placed in the general queue in the remote support system.

Select Issue: Select a specific issue to use, which determines the queue the request is placed in.

If the Technician queue options described above are enabled and a Technician match is found, the support issue queue options are ignored and the remote support session is created in the technician’s personal queue.