Define CSM Remote Support Settings for the BeyondTrust Remote Support mApp® Solution
Define CSM remote support settings in CSM Administrator.
Use the Chat and Remote Support Connector Settings window to configure how CSM accesses and initiates BeyondTrust remote support, how CSM identifies Customers requesting remote support, and which Business Objects are linked to remote support sessions.
This functionality is only available if you have applied the BeyondTrust Remote Support mApp® Solution. For more information, refer to the mApp Solution Tech Notes documentation.
To define CSM remote support settings:
- In CSM Administrator, select Settings, and then select Edit Chat and Remote Support Connector Settings.
The Chat and Remote Support Connector Settings window opens.
- Define the General page options for remote support:
Setting Description Enable Chat and Remote Control Services Verify this check box is cleared. Service URL Provide the base URL for the remote support service API. Security Warning: Use HTTPS for this URL to ensure security. Chat Server IP Address Leave default settings. Chat Service Credentials Provide the User Name and Password for a remote support service user authorized to perform API requests.
Cherwell Credentials for Processing Chat Service Events
Select the Use Specific CSM User radio button.
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 CSM, and create or modify Business Objects and Customer Records.
Chat Service Technician Queue
These options (only supported in CSM) 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 BeyondTrust Representative Console. 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.
If both options are selected, the first option is tried first and if no match can be found, the second option is tried. If still no match can be found, the BeyondTrust team queue is determined by the selected or specified support issue.
Chat Service Support Issue Queue
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 BeyondTrust configuration website.
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 BeyondTrust Representative Console.
Select Issue: Select a specific issue to use, which determines the queue the request is placed in.
If issues are changed in the BeyondTrust configuration website, it might be necessary to reset the Specific Support Issue in CSM.
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.
Chat Invitation E-mail (Optional) Create a remote support session invitation e-mail template that CSM technicians can use to invite Customers to remote support sessions.
- Select OK.