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Submit some session notes on the Summary tab.ĭ. While in the session, click on the Summary tab and verify that the External_Key field was automatically populated with the ticket number.Ĭ. ( Note: Configure Bomgar Equilibrium settings for the General queue if you wish to automatically distribute incoming sessions to the next available representative (Bomgar Enterprise licenses only).)Ī.
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The representative should see the incoming support session request in the Bomgar Representative Console. ( Note: If Click-to-chat is configured, the session will start instantly in Chat Mode in your web browser.)ĥ.
#WHAT IS BOMGAR JUMP CLIENT USED FOR DOWNLOAD#
Download and run the resulting Bomgar Customer Client executable. Open this email, and select the link to start a Bomgar Remote Support Session.Ĥ. Look for the confirmation email indicating that your ticket has been created. As the end user, send an email request to the address of your Dell KACE service desk (e.g. Ensure a representative is logged into the Bomgar Representative Console to receive the incoming Bomgar Support Session request.Ģ. Ĭongratulations! You have configured your help desk to send the user a link via email to request a session after their ticket has been created!!ġ. Also, change the Email Ticket Creation Acknowledgement. Scroll down to the Ticket Closed Notification and modify it, as shown below. The emails you are to customize are Ticket Closed and New Ticket via Email. Scroll down to the Email on Events: section from the queue edit page. Now you need to customize the email notifications. ( Note: Be sure to use the correct CUSTOM_FIELD_VALUE identified in the earlier steps.)ġ0.
#WHAT IS BOMGAR JUMP CLIENT USED FOR UPDATE#
Enable Run an update query, using the results from the one above.
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Similar to step 7, define the next items required with Define Ticket Rule, setting Priority and the Value, and select Done. ( Note: As a placeholder, you can use Approval - contains – Approved)Ĩ. Define any criteria to create a dummy, or temporary Ticket Rule (which will later be changed in the SQL query) and select Next. From here, select Customize from the Custom Ticket Rules section. Once your changes are saved, you will be directed back to the Service Desk > Configuration page. ( Note: The CUSTOM_#’s should correspond)Ħ. Once you save the custom field scroll down on the same page, change the Field Type of the custom field to Single Select, and change the Select Values option to Send Request.
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You will need this information in the future)ĥ. Set permissions to Owners Only - Hidden from Users. Choose the appropriate CUSTOM_# that is available in your environment. Scroll down to the Ticket Layout section, configure a custom field and label the new field, Bomgar Session. This will allow you to add the Bomgar Session Request field to the Ticket Form.Ĥ. Select your Service Desk queue by clicking on the name (e.g. Bomgar|KACE Integration 101 Service Desk > Configuration, select Queues from the listed options.Ģ.