Bomgar Remote Support Administrative Guide 16.2

Bomgar Remote Support Administrative Guide 16.2
Bomgar Remote Support
Administrative Guide 16.2
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
Table of Contents
Remote Support Administrative Interface
4
Log into the Administrative Interface
5
Status
6
Information: View Bomgar Remote Support Software Details
6
Representatives: View Logged In Reps and Send Messages
7
What's New: See Software Release Details
8
My Account: Change Password and Username, Download the Representative Console
and Other Software
9
Configuration
13
Options: Manage the General Queue, Record Sessions, Set Up Text Messaging
13
Issues: Manage Support Issues
17
Support Teams: Group Representatives into Teams
19
Skills: Route Issues to Representatives
22
Access Sponsors: Create Groups of Privileged Users
24
Bomgar Buttons: Deploy Bomgar Buttons for Quick Session Start
25
Jump
30
Jump Clients: Manage Settings and Install Jump Clients for Unattended Access
30
Jump Policies: Set Schedules for Jump Clients
36
Jumpoint: Set Up Unattended Access to a Network
37
Jump Shortcuts: Import Shortcuts to Jump Items
42
Rep Console
43
Rep Console Settings: Manage Default Rep Console Settings
43
Custom Links: Add URL Shortcuts to the Representative Console
49
Canned Messages: Create Messages for Chat
50
Canned Scripts: Create Scripts for Screen Sharing or Command Shell Sessions
52
Special Actions: Create Custom Special Actions
54
Users and Security
56
Users: Add User Permissions for a Representative or Admin
56
User Accounts for Password Reset: Allow Reps to Administer User Passwords
69
Embassy: Create an Embassy for External Support Teams
71
Rep Invite: Create Profiles to Invite External Representatives to Sessions
90
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
Security Providers: Enable LDAP, Active Directory, RADIUS, SAML, and Kerberos
Logins
91
Session Policies: Set Session Permission and Prompting Rules
103
Group Policies: Apply User Permissions to Groups of Users
108
Kerberos Keytab: Manage the Kerberos Keytab
120
Licensing: Assign Representatives to License Pools
121
Reports
123
Support: Report on Session Activity
123
Presentation: Report on Presentation Activity
126
Licensing: Report on Peak License Usage
127
Public Portals
128
Public Sites: Customize the Support Portal
128
HTML Templates: Customize the Web Interface
132
Customer Notices: Create Messages for the Customer Notification System
133
File Store: Upload Resource Files
135
Apple iOS: Add Apple Configuration Profiles
136
Surveys: Enable the Customer Exit Survey and Representative Survey
138
Customer Client: Modify the Invitation Email, Display Options, Connection Options 141
Presentation: Modify the Invitation Emails and Display Options
Localization
Languages: Manage Installed Languages
Management
147
150
150
151
Software Management: Download a Backup, Upgrade Software
151
Security: Manage Security Settings
153
Site Configuration: Set HTTP Ports, Enable Prerequisite Login Agreement
157
Email Configuration: Configure the Software to Send Emails
158
Outbound Events: Set Events to Trigger Messages
160
Cluster: Configure Atlas Technology for Load Balancing
163
Failover: Set Up a Backup Appliance for Failover
166
API Configuration: Enable the XML API and Configure Custom Fields
169
Support: Contact Bomgar Technical Support
172
Ports and Firewalls
173
Disclaimers, Licensing Restrictions and Tech Support
174
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
Remote Support Administrative Interface
This guide offers a detailed overview of /login and is designed to help you administer Bomgar users and your Bomgar software. The
Bomgar Appliance serves as the central point of administration and management for your Bomgar software and enables you to log
in from anywhere that has internet access in order to download the representative console.
Use this guide only after an administrator has performed the initial setup and configuration of the Bomgar Appliance as detailed in
the Bomgar Appliance Hardware Installation Guide at www.bomgar.com/docs/privileged-access/gettingstarted/deployment/hardware. Once Bomgar is properly installed, you can begin supporting customers immediately. Should you
need any assistance, please contact Bomgar Technical Support at help.bomgar.com.
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
Log into the Administrative Interface
Login
Log into the user administrative interface by going to your appliance’s URL followed by /login. The user administrative interface
enables administrators to create user accounts and configure software settings.
Although your appliance’s URL can be any registered DNS, it will most likely be a subdomain of your company’s primary domain
(e.g. support.example.com/login).
Default Username: admin
Default Password: password
Because Bomgar Remote Support is licensed by concurrent users, you can set up as many accounts as you need, each with
unique usernames and passwords.
Note: For security purposes, the administrative username and password used for the /appliance interface are distinct from those
used for the /login interface and must be managed separately.
Note: If you are using a local account and two-factor authentication has been enabled for it, enter the email code you have
received. If you enter the email code incorrectly three consecutive times, you must re-enter your credentials and get a new email
code.
Use Integrated Browser Authentication
If Kerberos has been properly configured for single sign-on, you can click the link to use integrated browser authentication, allowing
you to enter directly into the web interface without requiring you to enter your credentials.
Forgot your password?
If password reset has been enabled from the /login > Management > Security page, this link will be visible. To reset your
password, click the link, enter your username, and then correctly answer your security question. Admins cannot reset their
passwords using the security question.
Login Agreement
Administrators may restrict access to the login screen by enabling a prerequisite login agreement that must be confirmed before the
login screen is displayed. The login agreement can be enabled and customized from the /login > Management > Site
Configuration page.
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
Status
Information: View Bomgar Remote Support Software Details
Site Status
The main page of the Bomgar Remote Support /login interface gives an overview of your Bomgar Appliance statistics. When
contacting Bomgar Technical Support for software updates or troubleshooting purposes, you may be asked to email a screenshot of
this page.
Time Zone
An administrator can select the appropriate time zone from a dropdown, setting the correct date and time of the appliance for the
selected region.
Total Jump Clients Allowed
Review the total number of active and passive Jump Clients which are allowed on your system. If you need more Jump Clients,
contact Bomgar Technical Support.
Support Licenses
View the number of licenses available on your Bomgar Appliance. If you need more licenses, contact Bomgar Sales.
Restart
You can restart the Bomgar software remotely. Restart your software only if instructed to do so by Bomgar Technical Support.
Client Software Is Built to Attempt
This is the hostname to which Bomgar client software connects. If the hostname attempted by the client software needs to change,
notify Bomgar Technical Support of the needed changes so that Support can build a software update.
Connected Clients
View the number and type of Bomgar software clients that connected to your Bomgar Appliance.
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
Representatives: View Logged In Reps and Send Messages
Logged In Representatives
View a list of representatives logged into the representative console, along with their login time and whether they are running
support or presentation sessions.
Terminate
You can terminate a representative's connection to the representative console.
Send Message to Reps
Send a message to all logged-in representatives via a pop-up window in the representative console.
Extended Availability Representatives
View representatives who have extended availability mode enabled. Enabling extended availability mode does consume a license.
Disable
You may disable a representative's extended availability in order to free up a license.
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
What's New: See Software Release Details
What's New
Easily review Bomgar features and capabilities newly available with each release. Learning about new features as they become
available can help you make the most of your Bomgar deployment.
The first time you log into the administrative interface after a Bomgar software upgrade, the What's New page will receive focus,
alerting you that new features are available on your site. You must be an administrator to view this tab.
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
My Account: Change Password and Username, Download the
Representative Console and Other Software
Bomgar Representative Console
Choose Platform
Choose the operating system on which you wish to install this software. This dropdown defaults to the appropriate installer detected
for your operating system.
Bomgar Web Rep Console
Launch the web rep console, a web-based representative console. Access remote systems from your browser without having to
download and install the full representative console.
Download Bomgar Representative Console
Download the Bomgar representative console installer in order to provide remote support.
For system administrators who need to push out the console installer to a large number of systems, the Microsoft Installer can be
used with your systems management tool of choice. In your command prompt, when composing the command to install the console
using an MSI, change to the directory where the MSI was downloaded and enter the command included on the My Account page.
You can include optional parameters for your MSI installation.
l
INSTALLDIR= accepts any valid directory path where you want the console to install.
l
RUNATSTARTUP= accepts 0 (default) or 1. If you enter 1, the console runs each time the computer starts up.
l
ALLUSERS= accepts “” (default) or 1. Because 1 is the default, there should never be a need to use this explicitly.
ALLUSERS=“” results in a single user install. This forces the representative console to install in the same context that is
being used to run the MSI installation. This is not ideal if Local System is used to run the installation, as is often the case with
mass deployment tools. There is no way to target the install to a specified user via MSI parameters, so if you are deploying
the MSI through an automated deployment system while using the single user install flag, the deployment system must run
the MSI installation in the context of the same user who is expected to log into the console.
l
SHOULDAUTOUPDATE=1 If you install for only the current user, you can choose to have the console automatically update
each time the site is upgraded by entering a value of 1; a value of 0 (default) does not auto-update, and the console will
need to be manually reinstalled when the site is upgraded. If you install the console for all users, it does not auto-update.
Note: If you use ALLUSERS=1 with SHOULDAUTOUPDATE=1, the representative console should not be expected to autoupdate. If you use SHOULDAUTOUPDATE=1 without ALLUSERS=1, the representative console should auto-update without
requiring any credentials beyond those of the Bomgar user and the active Windows user. No admin credentials are necessary.
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
IMPORTANT!
When a representative console is installed via MSI, there is still some information that needs to be retrieved from the appliance.
During the initial login, a token is provided to the representative console which is used to request software updates. If no user
logs into the representative console before the appliance is upgraded, or if an MSI from a previous version is used to install the
representative console, the console fails to update because it does not have the necessary token. If this occurs, the following
error displays
"Error communicating with server while updating software. Please upgrade your software by downloading it from the website.
(1.1gws)"
For this reason, if representative consoles are mass deployed via MSI, please take the necessary steps to ensure users
authenticate with their consoles at least once prior to any updates being installed on the Bomgar Appliance.
Bomgar Display Driver
In unusual scenarios where video driver performance is slowing down screen refresh rates, downloading the display driver on the
target system can greatly improve screen sharing speed. The display driver must be installed on the computer whose screen is to
be viewed, either the remote computer for a support session or the representative's computer for a presentation. The display driver
works only on Windows XP and higher and Server 2003 and higher.
Bomgar Virtual Smart Card
To attempt virtual smart card authentication, the Bomgar user must have the Bomgar virtual smart card driver installed. The
computer being accessed must be running in elevated mode. Also, either it must have the Bomgar endpoint virtual smart card driver
installed, or it must be accessed by the Jump To functionality of the representative console. For more details and requirements, see
the Smart Cards for Remote Authentication document.
Choose Windows Architecture
Select to download the virtual smart card installer for the Bomgar user system or the endpoint system.
Download Virtual Smart Card Installer
Download the virtual smart card installer selected above. A virtual smart card allows you to authenticate to a remote system using a
smart card on your local system.
Bomgar Automatic Elevation Service
Choose Windows Architecture
Choose the operating system on which you wish to install this software. This dropdown defaults to the appropriate installer detected
for your operating system.
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
Download Automatic Elevation Service Installer
In special cases, you may need a session to start with the customer client already in elevated mode, or you may need to elevate the
customer client without providing credentials. To securely elevate the customer client without the prompt, download the Bomgar
Automatic Elevation Service and install it beforehand on the remote Windows systems to which you need credential-less
elevation access. You must install the elevation service using an account that has administrative privileges to the local machine.
When the elevation service runs, it adds to the registry a hash unique to your Bomgar site. Then, when the remote system begins a
session through that site, the elevation service matches the registry hash against the hash in the client. If they match, the client
attempts automatic elevation.
Elevation occurs following the rules set in /login > Public Portals > Customer Client :: Miscellaneous Options. If the rules set for
the customer client do not allow it to elevate automatically, a matching hash will still make the elevation service the means for
elevation when the representative clicks the Elevate button in the representative console. When the elevation service is used,
neither the representative nor the customer is prompted for credentials.
Download Automatic Elevation Service Registry File
After a Bomgar software update, your site hash changes. Download and run the elevation service registry file to update the registry
hash on systems which already have the elevation service installed. You must run the elevation service registry file using an
account that has administrative privileges to the local machine.
Extended Availability Mode
Enable or Disable
Enable or disable Extended Availability Mode by clicking the Enable/Disable button. Extended Availability Mode allows you to
receive email invitations from other users requesting to share a session when you are not logged into the console.
Change Your Email Settings
Email Address
Set the email address to which email notifications are sent, such as password resets or extended availability mode alerts.
Preferred Email Language
If more than one language is enabled on this site, set the language in which to send emails.
Change Your Password
Bomgar recommends changing your password regularly.
Username, Current Password, New Password
Verify that you are logged into the account for which you want to change the password, and then enter your current password.
Create and confirm a new password for your account. The password may be set to whatever you choose, as long as the string
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
complies with the defined policy set on the /login > Management > Security page.
Change Your Display Names
Private Display Name
Your name as displayed in all internal communications between representatives, on chat transcript reports, team activity reports,
and so forth.
Public Display Name
Your name as displayed to customers.
Note: By default, these two fields are in sync, so anything you type in the Private Display Name field is copied automatically to
the Public Display Name field. To change your public display name, type in the name you want your customers to see. To put
the fields back in sync, simply make them identical again.
Change Your Security Question/Answer
Security Question and Answer
The security question and answer allow a non admin user to reset a forgotten password after providing the correct answer to the
question. Passwords may be reset only if a Security Question and a Security Answer has been set for the non admin user.
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
Configuration
Options: Manage the General Queue, Record Sessions, Set Up Text Messaging
Support Session Queuing Options
Enable the General Queue
The option Enable the General Queue is selected by default and creates a queue in the representative console that includes all
logged-in representatives. If deselected, representatives will see only their personal and team queues, and they will be unable to
communicate with any representatives outside their teams. Disabling the general queue is helpful for companies with a large
support center where representatives do not need to interact outside their teams.
Note: Disabling the general queue does not prevent representatives from transferring sessions to other teams. This permission
is configured per user from the Users & Security > Users page.
Require Closed Sessions on Logout or Quit
If you check Require Closed Sessions on Logout or Quit, then users will be unable to log out of the console if they currently have
any session tabs open.
Session Fallback Rules
There are five rules for when a representative’s connection to a session is lost or terminated: (1) If the session is shared, it transfers
to the representative who has been sharing the session the longest. If not shared, it transfers to (2) the last queue it was in, (3) the
queue in which it entered, or (4) the general queue. This second set of rules can be turned on or off for normal sessions (attended),
Jump sessions (unattended), or both. (5) Finally, if no representative is found, the session ends.
Note: If the session is in a persistent queue, the above logic does not apply. You can enable persistent queues from the
Configuration > Support Teams page and/or the Users & Security > Embassy page.
Enable Rules 2, 3, and 4 for Normal Sessions and/or Jump Sessions
Turn on the middle three fallback rules for customer-initiated sessions and/or unattended sessions.
Equilibrium Options
General Queue Routing Algorithm
If this is set to Least Busy, a session in this queue is assigned to the least busy representative who is available to take sessions
from this queue. If it is set to Skills Match, Least Busy, then if a session has needed skills marked and is in this queue, that session
is assigned to the representative with the best skills match who is available to take sessions from this queue.
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
General Queue Alert Timeout
A representative has as long as is set here to either accept or reject an assigned session. If the representative rejects the session or
fails to respond before the timeout, the session will be reassigned to the next best matched representative who is available to take
sessions from this queue.
Show Session Information in all Alert Dialog Boxes
When a session is assigned, the representative receives an alert. If Show Session Information is checked, all session assignment
alerts, both for the general queue and for any other queues using Equilibrium, will display the support request information.
Support Session Logging Options
Enable Screen Sharing / Show My Screen / Command Shell Recording
Choose if screen sharing sessions, Show My Screen sessions, and/or command shell sessions should be automatically recorded
as videos.
Screen Sharing / Show My Screen / Command Shell Recording Resolution
Set the resolution at which to view session recording playback.
Note:All recordings are saved in raw format; the resolution size affects playback only.
Enable Automatic Logging of System Information
Choose if system information should be automatically pulled from the remote system at the beginning of the session, to be available
later in the session report details.
System Information Logging for Mobile Platforms
When supporting mobile platforms, chooseStandardto pull a small set of data orExtendedto pull all available information.
Note: These site-wide settings may be overridden by public site settings and customer preference, as configured on the Public
Portals > Customer Client page.
Presentation Logging Options
Enable Screen Sharing Recording
Choose if presentations should be automatically recorded as videos.
Note: When you start a presentation and are waiting for attendees to join, the recording will not begin until the first attendee has
joined the presentation. If no one joins the presentation, a session recording will not be created.
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
Screen Sharing Recording Resolution
Set the resolution at which to view presentation recording playback.
Peer to Peer Options
Disabled
Disables Peer to Peer connections. To enable this feature, you must choose a server to negotiate the session. When screen
sharing, file transfer, or remote shell is detected, the peer-to-peer connection is attempted. If successful, this creates a direct
connection between the representative and the client systems, while still sending a second data stream to the appliance for
auditing purposes. If for any reason a peer-to-peer connection cannot be established, the session traffic defaults to the appliancemeditated connection.
Use Bomgar Hosted Peer to Peer Server
This is the default setting. Bomgar clients attempt to reach a peer-to-peer connection through the server hosted by Bomgar. This
requires that your Bomgar clients can make outbound UDP 3478 connection requests to stun.bomgar.com. This setting should work
in most situations.
Use Appliance as Peer to Peer Server
If your organization requires specific security settings for traffic, you can use the appliance as a peer-to-peer server. This requires
that your Bomgar appliance be able to accept inbound UDP 3478 connection requests by your Bomgar clients. You must ensure
that any firewalls on the route between the clients and the Bomgar appliance allow UDP 3478 to pass.
Invitation Email Options
Enable client-side emails for support and presentation invitations
When enabled, representatives can send support and presentation invitation emails from a local email client, such as Outlook.
These emails are sent using the representative’s email account. The representative can view and modify the email, if desired.
Enable server-side emails for support invitations
If enabled, representatives can send support invitation emails from the Bomgar Appliance rather than their local email client. A
dialog prompts the representative to specify the email recipient. The representative cannot preview or modify the subject or body of
the email. The email address from which server-side emails are sent can be customized per portal from the Public Portals >
Customer Client page, or the address specified on the Management > Email Configuration page can be used.
SMS Gateway
SMS Gateway URL
Enter a secure SMS gateway URL from your ISP or third-party gateway provider to give representatives the option to send support
access keys via SMS text messages. Send support messages via SMS to a mobile device from within the representative console.
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
SMS messages sent in this manner to other mobile devices will still receive a session link. The SMS communication is not logged in
the appliance.
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
Issues: Manage Support Issues
Support Issues :: Manage
Create support issues to streamline your customers' experience when requesting support on the public portal. Issues created may
be configured to appear on the dropdown menu of the issue submission form and comprise a list of the support problems most
likely to be experienced by your customers.
Note: Since support issues need to be routed to support teams, you need to create teams before you create support issues. If
you wish to associate skills with that issue, you need to create them first as well.
Add New Support Issue, Edit, Delete
Create a new issue, modify an existing issue, or remove an existing issue.
Support Issues :: Add or Edit
Description
Add a brief description of an issue you expect to see as a support ticket. If the issue submission form is enabled, this description is
visible to customers and is used to help representatives quickly determine what type of problem the customer is experiencing. The
description may also be visible to representatives requesting help from within a support session.
Code Name
Set a code name for integration purposes. If you do not set a code name, one is created automatically.
Route To
Use the Route To dropdown menu to have this issue routed to a specific team.
Priority
Set the issue's priority to High, Medium, or Low, depending on how you want the issue to be handled by the system. The default is
Medium.
Allow representatives to request help for this support issue
Next, check the box if you want to allow representatives to request help for this support issue while in a session. If checked, the
issue is listed in the Request Help flyout window of the representative console when the Session Sharing option is selected.
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
Needed Skills
Issues can be associated with the skills needed to best resolve them. Skills can be More Preferred, Less Preferred, or Ignored,
depending on the level of knowledge required to resolve a given issue. This will determine how support requests are routed and
handled by the system.
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
Support Teams: Group Representatives into Teams
Support Teams :: Manage
Grouping support representatives into teams aids efficiency by assigning leadership within groups of representatives as well as by
helping to direct customers to the representative best suited to solve a given problem. In the representative console, each team
appears as a separate queue for waiting support sessions.
Add New Team, Edit, Delete
Create a new team, modify an existing team, or remove an existing team.Deleting a team does not delete those user accounts, only
the team with which they are associated.
Equilibrium Settings
Manage automatic session routing for this team using equilibrium.
Support Teams :: Add or Edit
General Settings
Team Name
Create a unique name to help identify this team.
Code Name
Set a code name for integration purposes. If you do not set a code name, one is created automatically.
Comments
Add comments to help identify the purpose of this team.
Persistent Queue
If this option is checked, support sessions remain in this queue even if no representatives are available. A session in this queue
remains in the queue indefinitely until a representative or API operation handles the session. This option provides additional
flexibility for custom session routing management.
Group Policies
Note any group policies which assign members to this team. Click the link to go to the Group Policies page to verify or assign policy
members.
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
Team Members
From the list of available users, select one or more users and click the arrow to move them into the team.
You can set each member’s role as a Team Member, Team Lead, or Team Manager. These roles play a significant part in the
Dashboard feature of the representative console.
Team members who share membership through one or more group policies are listed, along with a link to the Group Policies
configuration page.
Jump Client Access
Access Granted By This Team
Select which teams should have access to any Jump Clients pinned to this team's Jump Group. By default, only this team has
access to its own Jump Clients. However, you can select multiple other teams to see and Jump to this team's Jump Clients.
Access Granted To This Team
View a list of other teams that share Jump Client access with members of this team.
Equilibrium Settings
Routing Algorithm
If this is set to Least Busy, a session in this queue is assigned to the least busy representative who is available to take sessions
from this queue. If it is set to Skills Match, Least Busy, then if a session has needed skills marked and is in this queue, that session
is assigned to the representative with the best skills match who is available to take sessions from this queue.
Alert Timeout
A representative has as long as is set here to either accept or reject an assigned session. If the representative rejects the session or
fails to respond before the timeout, the session will be reassigned to the next best matched representative who is available to take
sessions from this queue.
Waiting Session Rule
You also can create a Waiting Session Rule. If enabled, set how long a session is allowed to remain in this queue. Then choose
the action to take if the session waits for longer than the set time. You can either transfer the session to an overflow queue, or you
can mark the session as overdue. A session that becomes overdue plays an audio alert, flash in the queue, cause the queue itself
to flash, and display a pop-up notification. These notifications can be modified in the representative console settings.
Support Teams :: Dashboard Settings
Within a team, a user can administrate only others with roles lower than their own. Note, however, that roles apply strictly on a teamby-team basis, so a user may be able to administrate another user in one team but not be able to administer that same user in
another team.
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
Monitoring Team Members from Dashboard
If enabled, a team lead or manager can monitor team members from the dashboard. Choose a selection to Disable the ability to
monitor, restrict monitoring to Only Representative Console, or allow a team lead or manager to monitor a team member's Entire
Screen. Monitoring affects team leads and managers for all teams on the site.
Enable Monitor Indicator
If this option is checked, a team member whose screen is being monitored sees a monitoring icon on their screen.
Enable Session Transfer and Take Over in Dashboard
If this option is checked, a team lead can take over or transfer a team member’s sessions. Similarly, a team manager can
administrate both team members and team leads.
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
Skills: Route Issues to Representatives
Skills :: Manage
Skills are the areas of expertise covered by your representatives. As an administrator, you need to create a list of these skills, which
are ranked in broad categories according to their importance. These root skills can be assigned a number of sub-skills. For
instance, the root skill for "Antivirus" can contain a list of common antivirus programs, each a particular sub-skill necessary to
properly address a customer support issue dealing with antivirus-related problems.
Representatives associated with a given skill are listed on the right. If no representative is associated with a skill, click on the Users
page link to configure skills for each user.
Note: In order to be able to create and edit skills, this permission has to be set per user. Go to Users & Security > Users, scroll
down to the Permissions section, and make sure Allowed to Edit Skills permission is checked. Administrators are
automatically granted this permission.
New Root Skill
To begin, create a list of root skills as general categories.
New Skill
Add skills under the root skills.
Skills
Root skills and their sub-categories display in the Skills tree. You can use the orange arrows to expand or collapse each section.
Root skills are ranked sequentially from more critical to less critical. When Equilibrium is enabled, the system will try first to match all
the root skills, but if that is not possible, it will begin to peel away lower ranking skills first, one at a time, until a match is found.
Display Name
Create a unique name to help identify this skill.
Code Name
Set a code name for integration purposes. If you do not set a code name, one is created automatically.
Parent
Select another skill or a root skill as a parent category for a skill.
Edit, Delete
Modify an exiting object or remove an existing object.
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
Change Ranking
If you need to change a root skill's rank, click on Change Ranking. You will now be able to drag and drop skills into their new
positions.
Skills :: Import User Skills
Once created, skills can be assigned to representatives from the Users & Security > Users page.
When dealing with a larger number of representatives and/or skill sets, it may be easier to assign skills to representatives using
bulk import. Use Import User Skills to upload a CSV file with the usernames and associated skills. The CSV file should use the
following format:
"username1", "skill_code_name"
"username1", "skill_code_name2"
"username2", "skill_code_name"
Please note that the skills listed for a given representative on the import file will override any skills already associated with that user.
If you need to remove all associated skills with a particular user, leave the skill code name empty (“username3”, “”).
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
Access Sponsors: Create Groups of Privileged Users
Access Sponsor Groups :: Manage
Create access sponsor groups to enable a representative with restricted permissions to request a more highly privileged
representative to perform certain actions on their behalf, such as elevating a customer client to administrative rights or entering
credentials for a remote system.
Add New Access Sponsor Group, Edit, Delete
Create a new group, modify an existing group, or remove an existing group.
Access Sponsor Groups :: Edit
Name
Create a unique name to help identify this group. This name should help representatives determine the correct access sponsor
group from which to request assistance.
Description
Add a brief description to summarize the purpose of this group.
Group Members
Add lower-privileged representatives as requesters to this group, and add higher-privileged representatives as sponsors.
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
Bomgar Buttons: Deploy Bomgar Buttons for Quick Session Start
Bomgar Button Mass Deployment Wizard
Deploying a Bomgar Button on your customer's computer installs a customer client on their machine, providing a quick, seamless
method of starting support sessions. The Bomgar Button does NOT maintain a connection to the Bomgar Appliance, but rather
provides a customer-initiated method of requesting support. Depending on the configuration of the Bomgar Button and the support
site, clicking the Bomgar Button will connect the customer to a previously defined representative or team, allow the customer to
enter a session key, or allow the customer to submit an issue submission form. Bomgar Buttons can be installed on Windows, Mac,
and Linux computers.
Description
Create a unique name to help identify this Bomgar Button. This name is helpful when managing deployed Bomgar Buttons.
Public Portal
Select the public portal through which this item should connect for a support session. If a session policy is assigned to this public
portal, that policy may affect the permissions allowed in sessions started through this item.
Profile
Set the profile to either the default Bomgar Button profile or a custom profile as created below.
Language
If more than one language is enabled on this site, set the language this Bomgar Button should use. Bomgar buttons do not detect
the local language when they are run; they only use the default language assigned during deployment.
Team
Specify whether starting a session from this Bomgar Button should place the customer in your personal queue or a team queue.
Deployed Bomgar Buttons Are Valid For
Set the lifespan of the button. The customer can use this button to start sessions for only as long as specified here. If the customer
clicks this button after it has expired, an invalid session key message will display, and the browser will refresh to your support
portal. This time does NOT affect how long the installer remains active or how long a session can last.
Install Mode
Choose whether to install the Bomgar Button for a single user or for all users on the remote system. Deploying a Bomgar Button for
all users is available only for Windows platforms. Also, if you make any changes to a Bomgar Button profile, a single-user Bomgar
Button will automatically incorporate those changes the next time it connects, while an all-user Bomgar Button will have to be
redeployed in order to receive those changes. For the best experience, redeploy all-user Bomgar Buttons each time you upgrade
your Bomgar software. Note that all-user Bomgar Buttons may not be removed from within the representative console; they must be
uninstalled directly from the target computer.
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
Download or Install the Client Now
Platform
Choose the operating system on which you wish to install this software. This dropdown defaults to the appropriate installer detected
for your operating system.
For system administrators who need to push out the Bomgar Button installer to a large number of systems, the MSI option can be
used with your systems management tool of choice. In your command prompt, when composing the command to install the Bomgar
Button using an MSI, change to the directory where the MSI was downloaded and enter the command included on the Bomgar
Button page. Note that, unlike the representative console, Bomgar Buttons installed from an MSI do auto-update.
When installing a Bomgar Button executable on remote Windows machines, you can specify a custom install directory path where
you want the Bomgar Button to install. If the install directory you specify does not exist, it will be created, assuming the installation
has sufficient permissions on the local system. You can specify the install directory using either the MSI installation package or the
EXE installation package. This requires Bomgar 15.1.3 or higher. Installation to custom paths is not supported on Mac or Linux
systems.
The syntax for the EXE installation is
bomgar-scc-w07dc30w8ff8h51116g785zgh151hdfe8y6z7jgc408c90 --cb-install-dir "C:\Bomgar Button"
where bomgar-scc-w07dc30w8ff8h51116g785zgh151hdfe8y6z7jgc408c90 is the filename of your executable install client
and "C:\Bomgar Button" is the path you wish the installation to use.
The syntax for the MSI installation is
msiexec /i bomgar-scc-win64.msi KEY_INFO=w0hdc301hd18wxj8xjfd8z6jzyefz7wzd1gwwd6c408c90
INSTALLDIR="C:\Bomgar Button"
where bomgar-scc-win64.msi is the name of your MSI installation package,
w0hdc301hd18wxj8xjfd8z6jzyefz7wzd1gwwd6c408c90 is the key of your installation package, and "C:\Bomgar Button" is
the path you wish the installation to use.
Download
You can download the installer immediately if you plan to distribute it using a systems management tool or if you are at the
computer to which you need later access.
Note: Because some browsers require that the installer be saved before it can be run, there may be some confusion about
when the Bomgar Button is fully installed. The downloaded bomgar-scc-{uid}.exe file is not the button itself but rather the
installer for the button. This executable file must be run to complete the installation.
Deploy to Email Recipients
Email
You can also email the installer to one or more remote users. Multiple recipients can install the client from the same link.
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
Bomgar Button Profiles
Customize the Bomgar Button using Bomgar Button Profiles. Multiple Bomgar Button profiles can be added and used.
Add New Profile, Edit, Delete
Create a new profile, modify an existing profile, or remove an existing profile. You can edit but not delete the default Bomgar Button
profile.
Add or Edit Bomgar Button Profile
Name
Create a unique name to help identify this profile. This name should help a representative decide which profile to assign to a
Bomgar Button.
Icon
Upload the file containing the customized button icon. The file must be a PNG file, no larger than 150KB and with a minimum height
and width of 128 pixels. The height and width must be equal.
Title
The title is used as the title of the desktop icon.
Short Title
The short title is used when the customer’s operating system limits the title length.
Deployment Locations
Select where the Bomgar Button should be deployed, whether to the desktop or the menu. The menu option is only supported on
Windows, Mac, and Linux systems.
Allow direct access to queue
Select if the customer can use the Bomgar Button to connect directly to a specified queue (the queue is specified by the Team
dropdown in the Bomgar Button Mass Deployment Wizard).
Embedded Bomgar Button Registry File Generator
Use the Embedded Bomgar Button Registry File Generator to create registry files which will embed the Bomgar Button into the
title bar of an application. An embedded Bomgar Button gives support providers the ability to streamline the support path for specific
applications. For example, if your support team frequently handles issues with Microsoft Outlook, you can embed a Bomgar Button
within Outlook. You can configure this embedded Bomgar Button to point to a specific issue so that when a customer clicks the
button, a session will immediately start with the team best suited to handle Outlook problems. Embedded Bomgar Buttons are a
Windows-only feature.
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
To create an embedded Bomgar Button, a Bomgar Button must first be deployed on the remote system. You may wish to define the
Bomgar Button profile so that neither the desktop shortcut nor the menu shortcut is created.
Install Mode
Select whether to install for all users on a system or a single user.
Executable Name
Enter the name of the program in which you want to embed a Bomgar Button. Do not include the file path.
Issue
Optionally, select an issue that will be associated with sessions started from this embedded Bomgar Button. You can alternatively
select No Issue Assigned.
Show Front-End Survey
Checking Show Front End Survey prompts the customer to describe their issue before starting a session. If this option is
unchecked, the session will start immediately, without any further customer input.
External Key
You can add an external key to assign to sessions started from this embedded Bomgar Button.
Delete
Remove an existing application from this registry file.
Add New Row
To add multiple applications to one registry file, click Add New Row and enter the information for another application.
Import a Registry File
To edit an embedded Bomgar Button's functionality, you can import the registry file and modify its entries. When complete, click
Create Registry File. Running the registry file will overwrite the existing registry entries.
Create Registry File
When you have finished adding executables in which you want to embed Bomgar Buttons, click Create Registry File. This prompts
you to save a registry file to your system. Using Active Directory or a deployment tool, deploy the registry file to all remote systems
which should use these embedded Bomgar Buttons. After running the registry file, the remote user will have to log off and back on
for the Bomgar Button registry entry to be created.
Note: It is a best practice to save a copy of any generated registry files. Registry file information is not saved on the Bomgar
Appliance.
Now, when one of the designated applications is run, a Bomgar Button will appear in the top right corner, beside the minimize
button. Clicking this embedded Bomgar Button will start a session as defined by its profile and its registry file settings.
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
Note: Running a Bomgar Button registry file on a system that already has Bomgar Button registry entries will overwrite the
original registry entries. Therefore, if you have embedded a Bomgar Button in one application and you wish to embed it in
another, the new registry file must contain both executable names. If the new registry file contains only the new executable
name, then the embedded Bomgar Button will appear only in the new application and not in the previous application.
To remove an embedded Bomgar Button from a specific application without adding it to another application, you must edit the
registry. Using Notepad or a similar editor, open the registry file you initially deployed and insert a hyphen in front of each registry
key you wish to delete. Save the registry file and redeploy it to remove the registry entry. An example of a registry entry marked for
deletion is presented below.
[-HKEY_LOCAL_MACHINE\Software\Test]
For more information about registry entries, see http://support.microsoft.com/kb/310516.
Note: Uninstalling the Bomgar Button will remove it from all embedded programs but will not delete the registry entries. Thus, if
another Bomgar Button is installed for the same site, it will inherit the previous registry entries and will appear embedded in the
same programs.
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
Jump
Jump Clients: Manage Settings and Install Jump Clients for Unattended Access
Jump Client Mass Deployment Wizard
The Mass Deployment Wizard enables administrators and privileged users to deploy Jump Clients to one or more remote
computers for later unattended access.
Allow Override During Installation
Some Mass Deployment Wizard settings allow override, enabling you to use the command line to set parameters that are specific to
your deployment, prior to installation.
Jump Group
From the dropdown, select whether to pin the Jump Client to your personal Jump Group, to a team Jump Group, or to the general
Jump Group. Pinning to your personal Jump Group means that only you can access this remote computer through its Jump Client.
Pinning to a team Jump Group makes this Jump Client available to all members of teams which are allowed to access this team's
Jump Clients. Pinning to the general Jump Group allows access to all representatives.
Note: Prior to 15.1, Jump Groups were called queues.
Public Portal
Select the public portal through which this item should connect for a support session. If a session policy is assigned to this public
portal, that policy may affect the permissions allowed in sessions started through this item.
Customer Present Session Policy and Customer Not Present Session Policy
Choose session policies to assign to this Jump Client. Session policies assigned to this Jump Client have the highest priority when
setting session permissions. The Customer Present Session Policy applies when the end user is determined to be present.
Otherwise, the Customer Not Present Session Policy applies. The way customer presence is determined is set by the Use
screen state to detect Customer Presence Jump Client setting. Customer presence is detected when the Jump Client session
starts. The session policy used for the session does not change throughout the session, regardless of any changes in the
customer's presence while the session is in progress.
Jump Policy
You may apply a Jump Policy to this Jump Client. Jump Policies are configured on the Jump > Jump Policies page and determine
the times during which a user can access this Jump Client. If no Jump Policy is applied, this Jump Client can be accessed at any
time.
Tag
Adding a Tag helps to organize your Jump Clients into categories within the representative console.
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
Note: Prior to 15.1, tags were called groups.
Connection Type
Set the Connection Type to Active or Passive for the Jump Clients being deployed.
Jumpoint Proxy
If you have one or more Jumpoints set up as proxies, you can select a Jumpoint to proxy these Jump Client connections. That way,
if these Jump Clients are installed on computers without native internet connections, they can use the Jumpoint to connect back to
your Bomgar Appliance. The Jump Clients must be installed on the same network as the Jumpoint selected to proxy the
connections.
Comments
Add Comments, which can be helpful in searching for and identifying remote computers. Note that all Jump Clients deployed via
this installer have the same comments set initially, unless you check Allow Override During Installation and use the available
parameters to modify the installer for individual installations.
This Installer Is Valid For
The installer remains usable only as long as specified by the This Installer is Valid For dropdown. Be sure to leave adequate time
for installation. If someone should attempt to run the Jump Client installer after this time, installation fails, and a new Jump Client
installer must be created. The validity time can be set for anywhere from 10 minutes to 1 year. This time does NOT affect how long
the Jump Client remains active.
In addition to expiring after the period given by the This Installer is Valid For option, Jump Client mass deployment packages
invalidate when their Bomgar Appliance is upgraded. The only exception to this rule is live updates which change the license count
or license expiration date. Any other updates, even if they do not change the version number of the appliance, invalidate the Jump
Client installers from before the upgrade. If these installers are MSI packages, they can still be used to uninstall Jump Clients if
necessary.
Once a Jump Client has been installed, it remains online and active until it is uninstalled from the local system either by a logged-in
user, by a representative from the representative console's Jump interface, or by an uninstall script. A representative cannot remove
a Jump Client unless the representative is given appropriate permissions by their admin from the /login interface.
Attempt an Elevated Install if the Client Supports It
If Attempt an Elevated Install if the Client Supports It is selected, the installer attempts to run with administrative rights, installing
the Jump Client as a system service. If the elevated installation attempt is unsuccessful, or if this option is deselected, the installer
runs with user rights, installing the Jump Client as an application. This option applies only to Windows and Mac operating systems.
Note: A Jump Client pinned in user mode is available only when that user is logged in. In contrast, a Jump Client pinned in
service mode, with elevated rights, allows that system to always be available, regardless of which user is logged in.
Prompt for Elevation Credentials if Needed
If Prompt for Elevation Credentials if Needed is selected, the installer prompts the user to enter administrative credentials if the
system requires that these credentials be independently provided; otherwise, it installs the Jump Client with user rights. This
applies only if an elevated install is being attempted.
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
Start Customer Client Minimized When Session Is Started
By selecting Start Customer Client Minimized When Session Is Started, the customer client does not take focus and remains
minimized in the taskbar or dock when a session is started through one of these Jump Clients.
Password
You can also set a Password for these Jump Clients. If a password is set, this password must be provided to modify or use any one
of these Jump Clients.
Mass Deploy Help
For system administrators who need to push out the Jump Client installer to a large number of systems, the Windows, Mac, or Linux
executable or the Windows MSI can be used with your systems management tool of choice. You can include a valid custom install
directory path where you want the Jump Client to install.
You can also override certain installation parameters specific to your needs. These parameters can be specified for both the MSI
and the EXE using a systems administration tool or the command line interface. When you mark specific installation options for
override during installation, you can use the following optional parameters to modify the Jump Client installer for individual
installations. Note that if a parameter is passed on the command line but not marked for override in the /login administrative
interface, the installation fails. If the installation fails, view the operating system event log for installation errors.
Command Line Parameter
Value
Description
--install-dir
<directory_path>
Specifies a new writable directory under which to install the
Jump Client. This is supported only on Windows and Linux.
When defining a custom install directory, ensure that the
directory you are creating does not already exist and is in a
location that can be written to.
--jc-jump-group
user:<username>
team:general
team:<team-code-name>
embassy:<embassy-codename>
If override is allowed, this command line parameter overrides
the Jump Group specified in the Mass Deployment Wizard.
<public-site-addresshostname>
If override is allowed, this command line parameter associates
the Jump Client with the public portal which has the given
hostname as a site address. If no public portal has the given
hostname as a site address, then the Jump Client reverts to
using the default public site.
<session-policy-code-name>
If override is allowed, this command line parameter sets the
Jump Client's session policy that controls the permission policy
during a support session if the customer is present at the
console.
--jc-session-policy-notpresent
<session-policy-code-name>
If override is allowed, this command line parameter sets the
Jump Client's session policy that controls the permission policy
during a support session if the customer is not present at the
console.
--jc-jump-policy
<jump-policy-code-name>
If override is allowed, this command line parameter sets the
Jump Policy that controls how users are allowed to Jump to the
--jc-public-site-address
--jc-session-policy-present
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
Jump Client.
--jc-tag
<tag-name>
If override is allowed, this command line parameter sets the
Jump Client's tag.
--jc-comments
<comments ... >
If override is allowed, this command line parameter sets the
Jump Client's comments.
Note: The parameters --jc-location and --jc-group have been deprecated as of 15.1 and have been replaced with the
parameters --jc-jump-group and --jc-tag, respectively.
Note: When deploying an MSI installer on Windows using an msiexec command, the above parameters can be specified by:
1. Removing leading dashes (--)
2. Converting remaining dashes to underscores (_)
3. Assigning a value using an equal sign (=)
Example:
msiexec /i bomgar-scc-win32.msi KEY_INFO=w0dc3056g7ff8d1j68ee6wi6dhwzfefggyezh7c40jc90 jc_
jump_group=team:server_support jc_tag=servers
The only exception to this rule is installdir, which has a dash in the EXE version but no dashes in the MSI version.
Download or Install the Client Now
Platform
Choose the operating system on which you wish to install this software. This dropdown defaults to the appropriate installer detected
for your operating system.
Note that, unlike the representative console, Jump Clients installed from an MSI do auto-update.
Note: To install a Jump Client in service mode on a Linux system, the Jump Client must be installed as root. This does NOT
cause the Jump Client to run as root. A service mode Jump Client allows the user to start a session even if no remote user is
logged on, as well as to log off the current remote user and log on with different credentials. A Linux Jump Client installed in
user mode cannot be elevated within a session.
Download/Install
You can download the installer immediately if you plan to distribute it using a systems management tool or if you are at the
computer to which you need later access.
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
Deploy to Email Recipients
Email
You can also email the installer to one or more remote users. Multiple recipients can install the client from the same link.
Jump Client Statistics
An administrator can choose which statistics to view for all Jump Clients on a site-wide basis. These statistics are displayed in the
representative console and include CPU, console user, disk usage, operating system, a thumbnail of the remote screen, and
uptime. Existing Jump Clients will reflect changes to Jump Client statistics at the next update interval.
Jump Client Settings
Active Jump Client Statistics Update Interval
The Active Jump Client Statistics Update Interval determines how often these statistics are updated. Managing which statistics
are viewed and how often can help to regulate the amount of bandwidth used. The more active Jump Clients you have deployed,
the fewer the statistics and the longer the interval may need to be.
Maximum number of concurrent Jump Client upgrades
Also set the maximum number of Jump Clients to upgrade at the same time. Note that if you have a large number of Jump Clients
deployed, you may need to limit this number to regulate the amount of bandwidth consumed.
Note: This setting does not affect representative console upgrades or Bomgar Button deployments.
Maximum bandwidth of concurrent Jump Client upgrades
You may further regulate the bandwidth used during upgrades by setting Maximum bandwidth of concurrent Jump Client
upgrades.
Note: This setting does not affect representative console upgrades or Bomgar Button deployments.
Allow simultaneous representative access to a single Jump Client
The option Allow simultaneous representative access to a single Jump Client provides a way for multiple representatives to
gain access to the same Jump Client without having to be invited to join an active support session by another representative. The
first representative to access the Jump Client maintains ownership of the session. Representatives in a shared Jump session will
see each other and be able to chat.
Restrict Local Uninstall/Disable of Jump Clients
Restrict Local Uninstall/Disable of Jump Clients limits the remote user’s ability to uninstall or disable Jump Clients from the rightclick context menu, reducing the need to reinstall Jump Clients that should not have been uninstalled. If this option is enabled, only
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
users with appropriate privileges on the target machine may uninstall the Jump Client via the host system's "uninstall programs"
mechanism.
Note: This setting (implemented only in Windows) will prevent a customer from disabling or uninstalling a Jump Client from their
local machine using the right mouse button context menu on the system tray. To remove the Jump Client, users with the
appropriate privileges on the client machine can do so using the standard Windows Add/Remove Programs functionality. If this
setting is changed, it will be reapplied to a Jump Client the next time a connection with the appliance occurs.
Uninstalled Jump Client Behavior
Uninstalled Jump Client Behavior determines how a Jump Client deleted by an end user is handled by the representative
console. Depending on the option made in the dropdown, the deleted item can either be marked as uninstalled and kept in the list
or actually be removed from the list of Jump Items in the representative console. If the Jump Client cannot contact the Bomgar
Appliance at the time it is uninstalled, the affected item remains in its offline state.
Allow Representatives to attempt to wake up Jump Clients
Allow Representatives to attempt to wake up Jump Clients provides a way to wake up a selected Jump Client by broadcasting
Wake-on-LAN (WOL) packets through another Jump Client on the same network. Once a WOL is attempted, the option becomes
unavailable for 30 seconds before a subsequent attempt can be made. WOL must be enabled on the target computer and its
network for this function to work. The default gateway information of the Jump Client is used to determine if other Jump Clients
reside on the same network. When sending a WOL packet, the user has an advanced option to provide a password for WOL
environments that require a secure WOL password.
Use screen state to detect Customer Presence
Use screen state to detect Customer Presence sets how customer presence is determined. Customer presence is used when
choosing whether to use the Customer Present Session Policy or the Customer Not Present Session Policy. If checked, the
customer is determined to be present only if a user is logged in, the screen is not locked, and a screen saver is not running. If
unchecked, the customer is considered present if a user is logged in, regardless of screen state.
Jump Client Default Connection Type
With Jump Client Default Connection Type, set whether Jump Clients pinned during a customer-initiated session should by
default be active or passive.
Passive Jump Client Port
The Passive Jump Client Port specifies which port a passive Jump Client will use to listen for a "wake up" command from the
appliance. The default port is 5832. Ensure that firewall settings allow inbound traffic on this port for your hosts with passive Jump
Clients. Once awake, Jump Clients always connect to the appliance on port 80 or 443 outbound.
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
Jump Policies: Set Schedules for Jump Clients
Jump Policies
Jump Policies are used to control when certain Jump Items can be accessed by implementing schedules.
Add New Jump Policy, Edit, Delete
Create a new policy, modify an existing policy, or remove an existing policy.
Jump Policies :: Add
Display Name
Create a unique name to help identify this policy. This name should help users identify this policy when assigning it to Jump
Clients.
Code Name
Set a code name for integration purposes. If you do not set a code name, one is created automatically.
Description
Add a brief description to summarize the purpose of this policy.
Jump Schedule: Enabled
Set a schedule to define when Jump Items under this policy can be accessed. Set the time zone you want to use for this schedule,
and then add one or more schedule entries. For each entry, set the start day and time and the end day and time.
If, for instance, the time is set to start at 8 am and end at 5 pm, a user can start a session using this Jump Item at any time during this
window but may continue to work past the set end time. They will not, however, be allowed to re-access this Jump Item after 5 pm.
Force session to end when schedule does not permit access
If stricter access control is required, check Force session to end. This forces the session to disconnect at the scheduled end time.
In this case, the user receives recurring notifications beginning 15 minutes prior to being disconnected.
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
Jumpoint: Set Up Unattended Access to a Network
Jumpoint Management
Bomgar's Jump Technology enables a user to access computers on a remote network without having to pre-install software on
every machine. Simply install a single Jumpoint agent at any network location to gain unattended access to every PC within that
network.
Add New Jumpoint, Edit, Delete
Create a new Jumpoint, modify an existing Jumpoint, or remove an existing Jumpoint.
Redeploy
Uninstall an existing Jumpoint and download an installer to replace the existing Jumpoint with a new one. Jump shortcuts
associated with the existing Jumpoint will use the new Jumpoint once it is installed.
Note: When an existing Jumpoint is replaced, its configuration is not saved. The new Jumpoint must be reconfigured.
Enable network browsing
At the bottom of the Jumpoint page is the option to Enable network browsing. If checked, a permitted user can view and select
systems from the network directory tree. If unchecked, a user can access a system through a Jumpoint only by entering the system's
hostname or IP address. Either way, the user must provide valid credentials to the remote system before gaining access.
Jumpoint :: Add or Edit
Name
Create a unique name to help identify this Jumpoint. This name should help users locate this Jumpoint when they need to start a
session with a computer on its same network.
Code Name
Set a code name for integration purposes. If you do not set a code name, one is created automatically.
Disabled
If checked, this Jumpoint is unavailable to make Jump connections.
Clustered
If checked, you will be able to add multiple, redundant nodes of the same Jumpoint on different host systems. This ensures that as
long as at least one node remains online, the Jumpoint will be available.
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
Enable Shell Jump Method
If you want users to be able to connect to SSH-enabled and Telnet-enabled network devices through this Jumpoint, check Enable
Shell Jump Access.
Add Users
From the Jumpoint edit page, you may authorize users to start sessions through this Jumpoint. After the Jumpoint has been created,
you can also grant access to groups of users from Users & Security > Group Policies and to embassy groups from Users &
Security > Embassy.
Jump Shortcuts Mass Import Wizard
When creating a large number of Jump shortcuts, it may be easier to import them via a spreadsheet than to add them one by one in
the representative console. From the dropdown in the Jump Shortcuts Mass Import Wizard section of the /login interface, select
the type of Jump Item you wish to add, and then click Download Template. Using the text in the CSV template as column headers,
add the information for each Jump shortcut you wish to import. If any required fields are missing, import fails. Optional fields can be
filled in or left blank.
Once you have completed filling out the template, use Import Jump Shortcuts to upload the CSV file containing the Jump Item
information. The maximum file size allowed to be uploaded at one time is 5 MB. Only one type of Jump Item can be included in
each CSV file. The CSV file should use the format described in the tables below.
Local Jump Shortcut
Field
Hostname
Description
The hostname of the endpoint to be accessed by this Jump Item. This string has a maximum of 128
characters.
The code name of the team with which this Jump Item should be associated.
Jump Group
Note: When using the import method, a Jump Item cannot be associated with a personal list of
Jump Items.
Tag (optional)
You can organize your Jump Items into categories by adding a tag. This string has a maximum of 1024
characters.
Comments (optional)
You can add comments to your Jump Items. This string has a maximum of 1024 characters.
Jump Policy (optional)
The code name of a Jump Policy. You can specify a Jump Policy to manage access to this Jump Item.
Public Portal (optional)
The public portal through which this Jump Item should connect.
Remote Jump Shortcut
Field
Hostname
Description
The hostname of the endpoint to be accessed by this Jump Item. This string has a maximum of 128
characters.
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
Field
Jumpoint
Description
The code name of the Jumpoint through which the endpoint is accessed.
The code name of the team with which this Jump Item should be associated.
Jump Group
Note: When using the import method, a Jump Item cannot be associated with a personal list of
Jump Items.
Tag (optional)
You can organize your Jump Items into categories by adding a tag. This string has a maximum of 1024
characters.
Comments (optional)
You can add comments to your Jump Items. This string has a maximum of 1024 characters.
Jump Policy (optional)
The code name of a Jump Policy. You can specify a Jump Policy to manage access to this Jump Item.
Public Portal (optional)
The public portal through which this Jump Item should connect.
Field
Description
Hostname
The hostname of the endpoint to be accessed by this Jump Item. This string has a maximum of 128
characters.
Jumpoint
The code name of the Jumpoint through which the endpoint is accessed.
Username (optional)
The username to sign in as.
Domain (optional)
The domain the endpoint is on.
Display Size (optional)
The resolution at which to view the remote system. Can be primary (default - the size of your primary
monitor), all (the size of all of your monitors combined), or XxY (where X and Y are a supported width
and height combination - e.g., 640x480).
Quality (optional)
The quality at which to view the remote system. Can be low (2-bit gray scale for the lowest bandwidth
consumption), best_perf (default - 8-bit color for fast performance), perf_and_qual (16-bit for medium
quality image and performance), best_qual (32-bit for the highest image resolution), or video_opt
(VP9 codec for more fluid video). This cannot be changed during the remote desktop protocol (RDP)
session.
Console Session
(optional)
1: Starts a console session.
0: Starts a new session (default).
Ignore Untrusted
Certificate (optional)
1: Ignores certificate warnings.
0: Shows a warning if the server's certificate cannot be verified.
The code name of the team with which this Jump Item should be associated.
Jump Group
Tag (optional)
Note: When using the import method, a Jump Item cannot be associated with a personal list of
Jump Items.
You can organize your Jump Items into categories by adding a tag. This string has a maximum of 1024
characters.
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
Field
Description
Comments (optional)
You can add comments to your Jump Items. This string has a maximum of 1024 characters.
Jump Policy (optional)
The code name of a Jump Policy. You can specify a Jump Policy to manage access to this Jump Item.
Session Policy
(optional)
The code name of a session policy. You can specify a session policy to manage the permissions
available on this Jump Item.
Shell Jump Shortcut
Field
Description
Hostname
The hostname of the endpoint to be accessed by this Jump Item. This string has a maximum of 128
characters.
Jumpoint
The code name of the Jumpoint through which the endpoint is accessed.
Username (optional)
The username to sign in as.
Protocol
Can be either ssh or telnet.
Port (optional)
A valid port number from 1 to 65535. Defaults to 22 if the protocol is ssh or 23 if the protocol is telnet.
Terminal Type
(optional)
Can be either xterm (default) or VT100.
Keep-Alive (optional)
The number of seconds between each packet sent to keep an idle session from ending. Can be any
number from 0 to 300. 0 disables keep-alive (default).
The code name of the team with which this Jump Item should be associated.
Jump Group
Note: When using the import method, a Jump Item cannot be associated with a personal list of
Jump Items.
Tag (optional)
You can organize your Jump Items into categories by adding a tag. This string has a maximum of 1024
characters.
Comments (optional)
You can add comments to your Jump Items. This string has a maximum of 1024 characters.
Jump Policy (optional)
The code name of a Jump Policy. You can specify a Jump Policy to manage access to this Jump Item.
Session Policy
(optional)
The code name of a session policy. You can specify a session policy to manage the permissions
available on this Jump Item.
Intel vPro Shortcut
Field
Description
Hostname
The hostname of the endpoint to be accessed by this Jump Item. This string has a maximum of 128
characters.
Jumpoint
The code name of the Jumpoint through which the endpoint is accessed.
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
Field
Description
The code name of the team with which this Jump Item should be associated.
Jump Group
Note: When using the import method, a Jump Item cannot be associated with a personal list of
Jump Items.
Tag (optional)
You can organize your Jump Items into categories by adding a tag. This string has a maximum of 1024
characters.
Comments (optional)
You can add comments to your Jump Items. This string has a maximum of 1024 characters.
Jump Policy (optional)
The code name of a Jump Policy. You can specify a Jump Policy to manage access to this Jump Item.
Session Policy
(optional)
The code name of a session policy. You can specify a session policy to manage the permissions
available on this Jump Item.
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
Jump Shortcuts: Import Shortcuts to Jump Items
Jump Shortcuts Mass Import Wizard
Create Jump Shortcuts to start standard support sessions, to start Remote Desktop Protocol sessions or VNC sessions, to Shell
Jump to SSH-enabled or Telnet-enabled network devices, or to start Intel® vPro sessions.
When creating a large number of Jump shortcuts, it may be easier to import them via a spreadsheet than to add them one by one in
the representative console.
Download Template
From the dropdown in the Jump Shortcuts Mass Import Wizard section, select the type of Jump Item you wish to add, and then
click Download Template. Using the text in the CSV template as column headers, add the information for each Jump shortcut you
wish to import. Optional fields can be filled in or left blank.
Import Jump Shortcuts
Once you have completed filling out the template, use Import Jump Shortcuts to upload the CSV file containing the Jump Item
information. The maximum file sized allowed to be uploaded at one time is 5 MB. Only one type of Jump Item can be included in
each CSV file.
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
Rep Console
Rep Console Settings: Manage Default Rep Console Settings
Manage Representative Console Settings
You can configure the default representative console settings for your entire user base, applying a consistent representative
console user experience and increasing team efficiency. You can force settings, allow settings to be overridden by the user, or
leave settings unmanaged. If you select Unmanaged, the Bomgar default setting will be displayed alongside for your consideration.
Each Enable or Disable setting provides an administrative checkbox option to become a forced setting. Forced settings take effect
on the user's next login and do not allow configuration in the console. Unforced settings may be overridden by a user through the
settings window in the representative console. A forced setting cannot be overridden unless an administrator deselects the Forced
checkbox option for that setting in the /login administrative interface.
Choose the settings you want to be the default for your users, and click the Save button at the bottom of the page.
Note that saved settings take effect only upon login to the console. Even if you save and apply the changes by clicking the Apply
Now button at the bottom of the page, detailed later, the user will not use the new settings until login.
If, for instance, you wish to set up default settings for new users but leave existing users' settings unchanged, save your managed
settings but do not apply them. This will make it so all new representative console logins will begin with your managed default
settings. Existing users will have forced settings applied upon next login, but all other settings will remain unchanged.
Global Settings
Spell checking enabled
From the Global Settings section, you may choose to enable or disable spell check for chat and session notes. Currently, spell
check is available for US English only.
Disable automatic session assignment on login
If automatic session assignment is disabled on login, then the user will not be assigned sessions automatically until they choose to
opt in.
Configurable session side bar
Choose if you want the session menu icon to display, if the sidebar can be detached, and if the widgets on the session sidebar can
be rearranged and resized.
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
Quick Start Buttons
Start Session
Display a Start button at the top of the representative console. Clicking this button walks the user through the ways your customer
can start a support session.
Session Key
At the top of the representative console, display a session key generation button.
Bomgar Buttons
At the top of the representative console, display a button to launch the Bomgar Button management interface.
Shell Jump
At the top of the representative console, display a button to launch a Shell Jump session.
Jump To
At the top of the representative console, display a button to launch a local or remote Jump session.
Intel® vPro
At the top of the representative console, display a button to launch access to a provisioned vPro Jumpoint.
RDP
At the top of the representative console, display a button to launch an RDP session.
Start Presentation
At the top of the representative console, display a button to schedule or immediately start a new presentation.
Alerts :: Chat Messages
Audible alerts - Play a sound when a chat message is received
Choose if a sound should be played when the user receives a chat message. If unmanaged or if enabled and not forced, the user
may designate a custom sound in WAV format no larger than 1MB.
Visual alerts - Flash the application icon when a chat message is received
Choose if the application icon should flash when the user receives a chat message.
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
Show status messages in support team chat windows
Choose if the team chat should include status messages, such as users logging in and out, or only chats sent between team
members.
Pop-up Notifications
Team and General Queues
Choose if a user should receive a pop-up notification for chat messages received in a support team chat.
Support Sessions
Choose if a user should receive a pop-up notification for chat messages received in a support session
Alerts :: Queue Alerts
Audible alerts - Play a sound when a session enters any queue
Choose if a sound should be played when a session enters any of a user's queues.
Audible alerts - Play a sound when a session is overdue in team queues
Choose if a sound should be played when a session is overdue in a team queue.
Visual alerts - Flash the application icon when a session enters any queue
Choose if the application icon should flash when a session enters any of a user's queues.
Visual alerts - Flash the application icon when a session is overdue in team queues
Choose if the application icon should flash when a session is overdue in a team queue.
Prompt when new customer enters personal queue
Set if a user should be prompted when a session enters their personal queue.
Pop-up Notifications
Pop-up notifications appear independent of the representative console and on top of other windows. If the pop-up notification is
enabled and not forced or left unmanaged, the user will be able to choose how they receive pop-up notifications.
Personal Queue - New Sessions, Transferred Sessions, Shared Sessions
Choose if a user should receive a pop-up notification for new sessions, transferred sessions, and/or shared sessions in this queue.
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
Team Queues - New Sessions, Transferred Sessions, Shared Sessions, Overdue Sessions
Choose if a user should receive a pop-up notification for new sessions, transferred sessions, shared sessions, and/or overdue
sessions in this queue.
General Queue - New Sessions, Transferred Sessions
Choose if a user should receive a pop-up notification for new sessions and/or transferred sessions in this queue.
Pop-up Behavior - Location and Duration
Set the default location and duration for pop-up notifications.
Support Session Assignment Alerts
Audible alerts - Play a sound when a session is assigned
Choose if a sound should be played when a session is automatically assigned to a user.
Expiring Assignment Sound
Choose if a sound should be played when an automatically assigned session invitation is about to expire. The alert can be either
an audio file or the system beep. If unmanaged or if enabled and not forced, the user may designate a custom sound in WAV format
no larger than 1MB.
Support Sessions :: Automatic Behavior
Automatically request screen sharing
Choose whether you want your users' sessions to begin with chat only or to immediately request screen sharing.
Automatically detach
Choose if you want to open sessions as tabs in the representative console or to automatically detach sessions into new windows.
Automatically elevate local network Jump attempts
Choose if the customer client should automatically elevate to run as a system service when the user executes a local network
Jump.
Prompt to elevate if customer's secure desktop is enabled
For situations where users may encounter support issues due to a customer's having enabled secure desktop, you can allow your
users to be prompted to elevate to run with administrative rights when the session begins.
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
Support Sessions :: Support Tools
Screen Sharing
Default Quality
Set the default quality for screen sharing sessions.
Default Scaling
Set the default size for screen sharing sessions.
Automatically enter full screen mode when screen sharing starts
When screen sharing starts, the user can automatically enter full screen mode.
Automatically collapse the sidebar when full screen mode is used
When the screen sharing session enters full screen mode, the chat bar can automatically collapse.
Show My Screen
Automatically minimize window when showing screen
When a user shows their screen to a customer during a session, you can choose to leave the representative console open or to
minimize it to the user's taskbar.
Command Shell
Number of lines of available command history
You can set the number of lines to save in the command shell history. The default value is 500 lines.
Save
Click Save to save all of the profile settings you have configured. The confirmation message Settings profile was successfully
saved will appear at the top of the page. All users who log into the representative console after you save a new profile will receive
the new settings as the default settings.
Apply Managed Representative Console Settings
Apply Now
If you wish to push the default settings to your entire user base, click Apply Now. The top of the page displays a confirmation
message, Settings profile was successfully applied.
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After applying new settings to your user base, the users will receive an alert dialog for confirmation when they first log into the
representative console after you apply the settings. The dialog warns them that their settings have changed and prompts them with
the option simply to acknowledge the dialog or to open their representative console settings window to review the changes.
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
Custom Links: Add URL Shortcuts to the Representative Console
Custom Links
Create links to sites your users can access during sessions. Examples could be a link to a searchable knowledge base, giving
users a chance to look for a solution to the customer's issue, or a customer relationship management (CRM) system with escalation
features. In this case, the link could open the CRM system to a page where the user could fill out an escalation form for a team that
does not use Bomgar.
Links created here become available through the Links button on the representative console.
Create New Custom Link, Edit, Delete
Create a new link, modify an existing link, or remove an existing link.
Custom Links :: Add or Edit
Name
Create a unique name to help identify this link.
URL
Add the URL to which this custom link should direct. Use any of the macros listed below this field in the /login page to customize the
text for your purposes.
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
Canned Messages: Create Messages for Chat
Canned Messages :: Manage
Create canned messages to be used in chat sessions. Using canned messages can decrease response time and help to
standardize communication between representatives and customers.
Filter By
Filter your view by selecting a category or team from the dropdown at the top of the page.
Add New Canned Message, Edit, Delete
Create a new message, modify an existing message, or remove an existing message.
Canned Messages :: Add or Edit
Title
Create a unique name to help identify this message. This name should help representatives locate the message they wish to send.
Message
Create the text that will display in the customer chat. Although HTML tags are not allowed, you can use BBCode to do some low
level formatting, such as adding bold, colors or hyperlinks. Clicking on Supported BBCode Formatting displays a list of codes and
their resulting applications.
Note: Messages should be relatively short so they can be viewed without much scrolling in the customer client windows. This
applies to both the native client and click-to-chat modes.
Category
Select the category under which this item should be listed.
Teams/Embassies
Select which support teams and embassies should be able to use this item.
Canned Messages :: Categories
Add New Category, Edit, Delete
Create a new category, modify an existing category, or remove an existing category.
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Canned Message :: Add or Edit Category
Category Name
Create a unique name to help identify this category. This name should help representatives locate the message they wish to send.
Parent Category
Optionally, select a parent category to nest categories.
Child Categories
View names of and links to any child categories.
Messages
View links to any messages in this category.
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
Canned Scripts: Create Scripts for Screen Sharing or Command Shell Sessions
Canned Scripts
Create custom scripts to be used in screen sharing and command shell sessions. The script will be displayed in the screen sharing
or command shell interface as it is being executed. Executing a script in the screen sharing interface displays the running script on
the remote screen. The script will run in the context of the logged-in user when the session is not elevated, and it will run as the
local system when the session is elevated. For more information, please see Support Session Overview and Tools.
Filter By
Filter your view by selecting a category or team from the dropdown at the top of the page.
Add New Canned Script, Edit, Delete
Create a new script, modify an existing script, or remove an existing script.
Canned Script :: Add or Edit
Script Name
Create a unique name to help identify this script. This name should help users locate the script they wish to run.
Description
Add a brief description to summarize the purpose of this script. This description is displayed on the prompt to confirm that the user
wants to run the selected script.
Command Sequence
Write the command sequence. Scripts must be written in command line format, similar to writing a batch file or shell script. Note that
only the last line of the script may be interactive; you cannot prompt for input in the middle of the script.
Within the script, reference an associated resource file using "%RESOURCE_FILE%", making sure to include the quotation marks.
Please note that the command sequence is case sensitive.
You can access the resource file’s temporary directory using %RESOURCE_DIR%. When you run a script with an associated
resource file, that file will be temporarily uploaded to the customer’s computer.
Teams/Embassies
Select which support teams and embassies should be able to use this item.
Categories
Select the category under which this item should be listed.
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
Resource File
You may select a resource file to be associated with this script.
Elevation Mode
Select if this script should be available to run in elevated mode only, unelevated mode only, or both.
Available In
If this option is checked, this script may be run even when the user is allowed only to view and not control the remote computer.
Note that when the user is in view-only screen sharing, the customer receives a prompt to allow the script to run.
Note: If the user is allowed to use canned scripts, all canned scripts are available in full-control screen sharing, regardless of
whether this option is checked or unchecked.
Categories
Add Category, Delete
Create a new category or remove an existing category.
Resources
Upload
Add any resource files you want to access from within your scripts. You may upload up to 100 MB to your resource file directory.
Delete
Remove an existing resource file.
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
Special Actions: Create Custom Special Actions
Custom Special Actions
Create custom special actions to speed your processes. Custom special actions can be created for Windows, Mac, and Linux
systems.
Add New Custom Special Action, Edit, Delete
Create a new action, modify an existing action, or remove an existing action.
Add or Edit Special Action
Action Name
Create a unique name to help identify this action. During a session, a user can see this name on the special actions dropdown.
Command
In the Command field, enter the full path of the application you wish to run. Do not use quotation marks; they will be added as
necessary. Windows systems may make use of the macros provided. If the command cannot be located on the remote system, then
this custom special action will not appear in the user's list of special actions.
Arguments
If the provided command will accept command line arguments, you may enter those arguments next. Arguments may use quotation
marks if necessary, and arguments for Windows systems may use the provided macros. For help with Windows arguments, search
for "command line switches" on msdn.microsoft.com.
Confirm
If you check the Confirm box, then users will be prompted to confirm that they want to run this special action before it will execute.
Otherwise, selecting the custom special action from the menu during a session will cause that special action to run immediately.
Run Elevated
Checking this option causes this special action to appear only when the customer client is running in elevated mode. When you run
a custom action in elevated mode, you will be prompted either to run it as the system user or to provide credentials for another valid
account on the remote system.
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
Special Actions Settings
Show Built-In Special Actions
If you want to enable the default special actions provided by Bomgar, check Show Built-In Special Actions. Otherwise, to enable
only your custom special actions, deselect this option.
Note: The Windows Security (Ctrl-Alt-Del) and Power Control Options special actions cannot be disabled. Also, disabling the
built-in special actions will not disable the default special actions for mobile devices.
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
Users and Security
Users: Add User Permissions for a Representative or Admin
User Accounts
View information about all users who have access to your Bomgar Appliance, including local users and those who have access
through security provider integration.
Create New User, Edit, Delete
Create a new account, modify an existing account, or remove an existing account. You cannot delete your own account.
Synchronize
Synchronize the users and groups associated with an external security provider. Synchronization occurs automatically once a day.
Clicking this button forces a manual synchronization.
Search
Search user accounts based on username and display name.
Reset
If a user has one or more failed login attempts, click the Reset button beside their name to reset the number back to 0.
User :: Add or Edit
User Settings
Username
Unique identifier used to log in.
Display Names
User's name as shown on the public site, in chats, etc. Users can use a public display name, for use with customers, and a private
display name, for use in all internal communications.
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Display Number
Type a unique ID number or leave this field blank to automatically select the next available number. This number affects the order in
which users are listed on the public site.
Email Address
Set the email address to which email notifications are sent, such as password resets or extended availability mode alerts.
The photo can also be changed or deleted from the /login > My Account page.
Preferred Email Language
If more than one language is enabled on this site, set the language in which to send emails.
Email Password to User
Send an automatic email to the user containing their new password. If this option is selected, then the user must reset their
password at next login. This feature requires valid SMTP configuration for your appliance, set up on the /login > Management >
Email Configuration page.
Password
Password used with the username to log in. The password may be set to whatever you choose, as long as the string complies with
the defined policy set on the /login > Management > Security page.
Must Reset Password at Next Login
If this option is selected, then the user must reset their password at next login.
Password Expires On
Causes the password to expire after a given date or never to expire.
Security Question and Security Answer
The security question and answer allow a non admin user to reset a forgotten password after providing the correct answer to the
question. Passwords may be reset only if a Security Question and a Security Answer has been set for the non admin user.
Group Policy Memberships
Listing of the group policies to which the user belongs.
Support Team Memberships
Listing of the support teams to which the user belongs.
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Account Settings
Last Authentication Date
The date and time when this user last logged in.
Email Login Code
Enables two-factor authentication. Users receive an email with a unique authentication code each time they log into the /login
administrative interface or the representative console, both desktop and mobile. If the code is entered incorrectly three consecutive
times, users must re-enter their credentials and enter a new email code.
Note: This is only for local accounts and does not apply to users who authenticate via a configured security provider.
Account Expires On
Causes the account to expire after a given date or never to expire.
Account Disabled
Disables the account so the user cannot log in. Disabling does NOT delete the account.
Comments
Add comments to help identify the purpose of this account.
Permissions
Administrator
Grants the user full administrative rights.
Allowed to Set Passwords
Enables the user to set passwords and unlock accounts for non-administrative local users.
Allowed to Edit Jumpoints
Enables the user to create or edit Jumpoints. This option does not affect the user's ability to access remote computers via Jumpoint,
which is configured per Jumpoint or group policy.
Allowed to Change Display Names
Enables users to change their display names.
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
Support Session Reporting Permissions: Allowed to View Support Session Reports
Enables the user to run reports on support session activity, viewing only sessions in which they were the primary representative,
only sessions in which one of their teams was the primary team or one of their teammates was the primary representative, or all
sessions.
Allowed to view support session recordings
Enables the user to view video recordings of screen sharing sessions, Show My Screen sessions, and command shell sessions.
Allowed to View Presentation Session Reports
Enables the user to run reports on presentation activity, viewing only presentations in which they were the presenter, only sessions
in which one of their teammates was the presenter, or all presentations.
Allowed to View License Usage Reports
Enables the user to run reports on Bomgar license usage.
Allowed to Use Reporting API
Enables the user's credentials to be used to pull XML reports via the API.
Note: As of 16.2, it is preferred to use API accounts created on Management > API Configuration.
Allowed to Use Command API
Enables the user's credentials to be used to issue commands via the API.
Note: As of 16.2, it is preferred to use API accounts created on Management > API Configuration.
Allowed to Use Real-time State API
Enables the user's credentials to be used to pull data using the real-time state API.
Allowed to Edit Public Site
Enables the user to create and modify public site configurations, edit HTML templates, view the translation interface, etc.
Allowed to Edit Customer Notices
Enables the user to create and edit messages used to notify customers, as they are requesting support, of broadly impacting IT
outages.
Allowed to Edit File Store
Enables the user to add or remove files from the file store.
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Allowed to Edit Canned Messages
Enables the user to create or edit canned chat messages.
Allowed to Edit Support Teams
Enables the user to create or edit support teams.
Allowed to Edit Issues
Enables the user to create and edit issues.
Allowed to Edit Skills
Enables the user to create and edit skills.
Allowed to Edit Bomgar Button Profiles
Enables the user to customize Bomgar Button profiles.
Allowed to Edit Canned Scripts
Enables the user to create or edit canned scripts for use in screen sharing or command shell sessions.
Allowed to Edit Custom Rep Links
Enables the user to create or edit custom links.
Allowed to Edit Access Sponsors
Enables the user to create or edit access sponsor teams.
Allowed to Show on Public Site
Displays the user's name on all public sites that have the representative list enabled.
Allowed to Edit iOS Profiles
Enables the user to create, edit and upload Apple iOS Profile content for distribution to iOS device users.
Representative Permissions
Support
Allowed to provide remote support
Enables the user to use the representative console in order to run support sessions. If support is enabled, options pertaining to
remote support will also be available. This option is always enabled for embassies and embassy users. Disable this setting for
presentation-only users.
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
Session Management
Allowed to generate session keys for support sessions within the representative console
Enables the user to generate session keys to allow customers to start sessions with them directly.
Allowed to generate access keys for sending iOS profiles
Enables the user to generate access keys to offer iOS content to iOS device users.
Allowed to participate in the general queue
Enables the user to interact with other users in the general queue and access Jump Clients in the General Jump Group.
Allowed to manually accept sessions from a team/embassy queue
Enables the user to select and start sessions that are in one of their team queues.
Allowed to transfer sessions to teams which they do not belong to
Enables the user to transfer sessions to teams other than their own. If disabled, user interaction is restricted solely to the user's
assigned teams.
Allowed to transfer sessions to embassies
Enables the user to transfer sessions to third-party embassy team queues.
Allowed to share sessions with teams which they do not belong to
Enables the user to invite a less limited set of user to share sessions, not only their team members. Combined with the extended
availability permission, this permission expands session sharing capabilities.
Allowed to share sessions with embassies
Enables the user to share support sessions with one or more members of a third-party embassy team.
Allowed to invite external support representatives
Enables the user to invite a third-party user to participate in a support session one time only.
Allowed to use the Get Next Session feature
Enables the user to start supporting the oldest queued session from all of their teams simply by clicking a button.
Allowed to enable extended availability mode
Enables the user to receive email invitations from other users requesting to share a session even when they are not logged into the
representative console.
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Allowed to edit the external key
Enables the user to modify the external key from the session info pane of a session within the representative console.
Equilibrium
Allowed to opt out of session assignments
Enables the representative to mark himself or herself as unavailable for sessions to be assigned using Equilibrium.
Do not assign sessions if the representative is participating in at least
Sets the least number of sessions the representative must be supporting before sessions will no longer be automatically assigned
using Equilibrium.
Do not assign sessions if the representative has been idle for at least
Sets the least amount of time the representative must have been idle before sessions will no longer be automatically assigned
using Equilibrium.
Rep to Rep Screen Sharing
Allowed to show screen to other representatives
Enables the user to share their screen with another user without the receiving user having to join a session. This option is available
even if the user is not in a session.
Allowed to give control when showing screen to other representatives
Enables the user sharing their screen to give keyboard and mouse control to the user viewing their screen.
Bomgar Buttons
Allowed to deploy and manage Bomgar Buttons in personal queue
Enables the user to deploy and manage personal Bomgar Buttons. This setting affects deploying Bomgar Buttons from both the
web interface and the representative console. To deploy a Bomgar Button from within a session, the Bomgar Buttons Deployment
session permission must also be allowed.
Allowed to deploy Team Bomgar Buttons
Enables the user to deploy team Bomgar Buttons for teams they are a member of. This setting affects deploying Bomgar Buttons
from both the web interface and the representative console. To deploy a Bomgar Button from within a session, the Bomgar Buttons
Deployment session permission must also be allowed.
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Allowed to manage Team Bomgar Buttons
Enable the user to modify the Bomgar Buttons deployed to teams they are a member of. If the user is a team lead or manager, they
can modify the personal Bomgar Buttons of any team members as well.
Allowed to change the Public Portal associated with Bomgar Buttons
Enables the user to set the public portal through which a Bomgar Button should connect. Because session policies may be applied
to public portals, changing the portal may affect the permissions allowed in the session.
Jump Technology
Allowed Jump Methods: Allowed to start sessions through Jump Clients which use any of the following Jump
methods
Enables the user to Jump to computers using Jump Clients, Local Jump on the local network, Remote Jump via a Jumpoint,
RDP via a Jumpoint, Shell Jump via a Jumpoint, and/or Intel vPro via a Jumpoint.
Allowed to set passwords on Jump Clients
Enables the user to password-protect Jump Clients. Users with permission to modify all Jump Clients, regardless of team
membership, can override passwords on individual Jump Clients.
Allowed to modify, remove and start sessions from Jump Clients without entering a password
Enables the user to access password-protected Jump Clients without needing to know the password.
Jump Client Permissions: Allowed to start sessions from all Jump Clients within the system
Enables the user to Jump to remote computers in all team and embassy Jump Groups.
Allowed to deploy, remove and modify Jump Clients in the following Jump Groups
Enables the user to pin sessions, set groups, and add comments to Jump Clients only for their personal Jump Group; for team and
team members' Jump Groups; or for all Jump Groups, including those deployed to teams and embassies to which the user does not
belong as well as to any user's personal Jump Group. This setting affects deploying Jump Clients from both the web interface and
the representative console. To deploy a Jump Client from within a session, the Jump Clients Pinning/Unpinning session
permission must also be allowed.
Allowed to change the Public Portal associated with Jump Clients
Enables the user to set the public portal through which a Jump Client should connect. Because session policies may be applied to
public portals, changing the portal may affect the permissions allowed in the session.
Allowed to change the Session Policies associated with Jump Clients
Enables the user to set the session policy a Jump Client should use. Changing the session policy may affect the permissions
allowed in the session.
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
Presentation
Allowed to give presentations
Enables the representative to give presentations to one or more attendees.
Allowed to grant control to a presentation attendee
Enables the representative to grant control of their computer to an attendee during a presentation. This setting affects only
presentations and does not impact the Show My Screen feature of a support session. Only one attendee at a time can have control.
The representative always maintains overriding control.
Representative Console
Idle Timeout
Set how long the representative can be idle before being logged out of the representative console. This permission can use the
site-wide setting or can override that setting.
Full Support License Pool
Choose the license pool to which this representative should belong. When this representative logs into the representative console,
a license is consumed from the designated license pool. If None is selected, the representative will be able to log into the
representative console only if one or more licenses are left unassigned to license pools and are available.
Attended and Unattended Session Permissions
Set the prompting and permission rules that should apply to this user's sessions. Choose an existing session policy or define
custom permissions for this user. If Not Defined, the global default policy will be used. These permissions may be overridden by a
higher policy.
Use the same permissions for Unattended sessions
To use the same permissions for both attended and unattended sessions, check Use the same permissions for Unattended
sessions. Uncheck this box to define attended and unattended permissions separately. You can also copy the permissions from
one to the other.
Description
View the description of a pre-defined session permission policy.
Support Tool Prompting
Prompting Rules
Choose to ask the customer permission to use any of the support features below. Select No Prompting to never prompt, Always
Prompt to always prompt, or Prompt for Some Tools to choose which permissions to prompt for. If Prompt for Some Tools is
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chosen, a Prompt Customer option will appear beside each tool with the options to Never prompt or to Always prompt. If Not
Defined, this option will be set by the next lower priority policy. This setting may be overridden by a higher priority policy.
Allowed to prompt once
If Screen Sharing is set to View and Control and prompting is enabled, this option appears. Check the box to make the screen
sharing prompt request access to all tools during the session, with no further prompts.
Prompting Options
Set how long to wait for a response to a prompt before defaulting to the answer of Deny or Allow. If Not Defined, this option will be
set by the next lower priority policy. This setting may be overridden by a higher priority policy.
Screen Sharing
Screen Sharing
Enable the user to view or control the remote screen. If Not Defined, this option will be set by the next lower priority policy. This
setting may be overridden by a higher priority policy.
Application Sharing Prompt Behavior
Set if a request for screen sharing should always or never prompt the customer to select applications to share, or if the user can
choose whether to prompt for application sharing or not. Selecting Always or Rep Decides also allows you to predefine application
sharing restrictions.
Allowed Customer Restrictions
Set if the user can suspend the remote system's mouse and keyboard input. The user may also prevent the remote desktop from
being displayed.
Allowed to show their screen to the customer
Enables the user to share their screen with the customer during a support session.
Browser Sharing
Enables the user to browse the same web page the customer is viewing without having control or seeing other applications. If Not
Defined, this option will be set by the next lower priority policy. This setting may be overridden by a higher priority policy.
Annotations
Enables the user to use annotation tools to draw on the remote system's screen. If Not Defined, this option will be set by the next
lower priority policy. This setting may be overridden by a higher priority policy.
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File Transfer
File Transfer
Enables the user to upload files to the remote system, download files from the remote system, or both. If Not Defined, this option will
be set by the next lower priority policy. This setting may be overridden by a higher priority policy.
Accessible paths on customer's filesystem
Allow the user to transfer files to or from any directories on the remote system or only specified directories.
Accessible paths on representative's filesystem
Allow the user to transfer files to or from any directories on their local system or only specified directories.
Command Shell
Command Shell
Enables the user to issue commands on the remote computer through a virtual command line interface. If Not Defined, this option
will be set by the next lower priority policy. This setting may be overridden by a higher priority policy.
System Information
System Info
Enables the user to see system information about the remote computer. If Not Defined, this option will be set by the next lower
priority policy. This setting may be overridden by a higher priority policy.
Allowed to use system information actions
Enables the user to interact with processes and programs on the remote system without requiring screen sharing. Kill processes;
start, stop, pause, resume, and restart services; and uninstall programs.
Registry Access
Registry Access
Enables the user to interact with the registry on a remote Windows system without requiring screen sharing. View, add, delete and
edit keys, search and import/export keys.
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Other Tools
Canned Scripts
Enables the user to run canned scripts that have been created for their teams. Note that when the user is in view-only screen
sharing, the customer receives a prompt to allow the script to run. If Not Defined, this option will be set by the next lower priority
policy. This setting may be overridden by a higher priority policy.
Elevation
Enables the user to attempt to elevate the customer client to run with administrative rights on the remote system. If Not Defined, this
option will be set by the next lower priority policy. This setting may be overridden by a higher priority policy.
Bomgar Button Deployment
Enables the user to deploy or remove a Bomgar Button while in a session. Locations available for deployment depend on the
Bomgar Button settings above. If Not Defined, this option will be set by the next lower priority policy. This setting may be overridden
by a higher priority policy.
Jump Clients Pinning/Unpinning
Enables the user to pin or unpin a Jump Client while in a session. Locations available for deployment depend on the Jump Client
settings above. If Not Defined, this option will be set by the next lower priority policy. This setting may be overridden by a higher
priority policy.
Chat
Chat
Enables the user to chat with the remote customer. If Not Defined, this option will be set by the next lower priority policy. This setting
may be overridden by a higher priority policy.
Allowed to push URLs to the customer's web browser
Enables the user to enter a URL into the chat area and then click the Push URL button to automatically open a web browser to that
address on the remote computer.
Allowed to send files using the chat interface
Enables the user to send files via the chat interface.
Skills
Designates the skills assigned to this user. When using skills match for Equilibrium, sessions will be assigned to the user best
skilled to handle a particular issue.
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Login Schedule
Restrict representative log into the following schedule
Set a schedule to define when users can log into the representative console. Set the time zone you want to use for this schedule,
and then add one or more schedule entries. For each entry, set the start day and time and the end day and time.
If, for instance, the time is set to start at 8 am and end at 5 pm, a user can log in at any time during this window but may continue to
work past the set end time. They will not, however, be allowed to log back in after 5 pm.
Force logout when the schedule does not permit login
If stricter access control is required, check this option. This forces the user to log out at the scheduled end time. In this case, the user
receives recurring notifications beginning 15 minutes prior to being disconnected. When the user is logged out, any owned
sessions will follow the session fallback rules.
User Account Report
Export detailed information about your users for auditing purposes. Gather detailed information for all users, users from a specific
security provider, or just local users. Information collected includes data displayed under the "show details" button, plus group
policy and team memberships and permissions.
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
User Accounts for Password Reset: Allow Reps to Administer User Passwords
User Accounts
Administrators can delegate, via user permission, the task of resetting local users’ passwords and locked user accounts to another
user, without also granting full administrator permissions. Local users may continue to reset their own passwords.
When a privileged non-administrative user enters the Users & Security > Users page in the administrative /login interface, they
see a limited-view Users screen containing Change Password links for non-administrative users. The privileged user is not able to
edit or delete user accounts. Privileged users are not allowed to reset administrator passwords, or the passwords of security
provider users.
Note: Administrators with the Allowed to set passwords permission will see no difference in the user interface.
Search
Search user accounts based on username and display name.
Reset
If a user has one or more failed login attempts, click the Reset button beside their name to reset the number back to 0.
Change Password
Change the password for a non-administrative user.
User :: Change Password
Username
Unique identifier used to log in. This field is not editable.
Display Names
User's name as shown on the public site, in chats, etc. Users can use a public display name, for use with customers, and a private
display name, for use in all internal communications. This field is not editable.
Email Address
The email address to which email notifications are sent, such as password resets or extended availability mode alerts. This field is
not editable.
Comments
Comments about the account. This field is not editable.
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Password
The new password to assign to this user account. The password may be set to whatever you choose, as long as the string complies
with the defined policy set on the /login > Management > Security page.
Email Password to User
Send an automatic email to the user containing their new password. If this option is selected, then the user must reset their
password at next login. This feature requires valid SMTP configuration for your appliance, set up on the /login > Management >
Email Configuration page.
Must Reset Password at Next Login
If this option is selected, then the user must reset their password at next login.
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
Embassy: Create an Embassy for External Support Teams
Embassies
Use Bomgar not only to provide support but also to receive support or extend your range of support. Create embassy teams to grant
limited access to trusted third-party vendors for the purpose of receiving remote support or using the vendor’s resources in
supporting customers.
Once an embassy has been created, you may assign issues to the embassy from the Configuration > Issues page. If this
embassy's issues are shown on a public site, a customer selecting one of these issues will be directed to that embassy queue.
Add New Embassy, Edit, Delete
Create a new embassy, modify an existing embassy, or remove an existing embassy. Deleting a team does not delete those user
accounts, only the team with which they are associated. However, when not associated with an embassy team, embassy users are
not allowed to log in.
Equilibrium Settings
Manage automatic session routing for this embassy using equilibrium.
Embassies :: Add or Edit
Defined in this policy
For each setting, select whether it should be defined in this policy or left available for configuration for individual users. If it is
defined, you will be unable to modify that privilege for an individual user from their user account page.
General Settings
Embassy Name
Create a unique name to help identify this embassy.
Code Name
Set a code name for integration purposes. If you do not set a code name, one is created automatically.
Comments
Add comments to help identify the purpose of this embassy.
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Persistent Queue
If this option is checked, support sessions remain in this queue even if no representatives are available. A session in this queue
remains in the queue indefinitely until a representative or API operation handles the session. This option provides additional
flexibility for custom session routing management.
Embassy Members
To assign members, click the Add button to open a select box. Select users from your local system, or select users or entire groups
from configured security providers. To add users or groups from an external directory store such as LDAP, RADIUS, or Kerberos,
you must first configure the connection on the /login > Users & Security > Security Providers page. If an attempt to add a user
from a configured security provider is invalid, the synchronization log error message will appear here as well as in the log.
Only unassigned local embassy users are listed in the select box. For authentication, an embassy member must be assigned to a
single embassy. Settings defined for the entire embassy override settings defined for the individual embassy user. In the case of
users authenticating via security provider, embassy membership overrides your security provider's default group policy
permissions.
Note: Take thought when assigning a default group policy to a security provider if that provider's members are to be added to
an embassy. Should that embassy be deleted, the users added from the security provider will automatically be granted the
permissions defined by the default group policy and can operate as normal, non-embassy users. If a security provider is to be
used to authenticate embassy users, it is recommended not to assign that provider a default group policy.
Regular representative user accounts and embassy user accounts do not overlap. Only embassy users may be assigned to an
embassy, and embassy users may not be assigned to regular support teams.
Embassy-wide Settings
Account Expires On
Causes the account to expire after a given date or never to expire.
Account Disabled
Disables the account so the user cannot log in. Disabling does NOT delete the account.
Allowed to Change Display Names
Enables users to change their display names.
Allowed to Show on Public Site
Displays the user's name on all public sites that have the representative list enabled.
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Representative Permissions
Support
Allowed to provide remote support
Enables the user to use the representative console in order to run support sessions. If support is enabled, options pertaining to
remote support will also be available. This option is always enabled for embassies and embassy users. Disable this setting for
presentation-only users.
Session Management
Allowed to generate session keys for support sessions within the representative console
Enables the user to generate session keys to allow customers to start sessions with them directly.
Allowed to generate access keys for sending iOS profiles
Enables the user to generate access keys to offer iOS content to iOS device users.
Allowed to participate in the general queue
Enables the user to interact with other users in the general queue and access Jump Clients in the General Jump Group.
Allowed to manually accept sessions from a team/embassy queue
Enables the user to select and start sessions that are in one of their team queues.
Allowed to transfer sessions to teams which they do not belong to
Enables the user to transfer sessions to teams other than their own. If disabled, user interaction is restricted solely to the user's
assigned teams.
Allowed to transfer sessions to embassies
Enables the user to transfer sessions to third-party embassy team queues.
Allowed to share sessions with teams which they do not belong to
Enables the user to invite a less limited set of user to share sessions, not only their team members. Combined with the extended
availability permission, this permission expands session sharing capabilities.
Allowed to share sessions with embassies
Enables the user to share support sessions with one or more members of a third-party embassy team.
Allowed to invite external support representatives
Enables the user to invite a third-party user to participate in a support session one time only.
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Allowed to use the Get Next Session feature
Enables the user to start supporting the oldest queued session from all of their teams simply by clicking a button.
Allowed to enable extended availability mode
Enables the user to receive email invitations from other users requesting to share a session even when they are not logged into the
representative console.
Allowed to edit the external key
Enables the user to modify the external key from the session info pane of a session within the representative console.
Equilibrium
Allowed to opt out of session assignments
Enables the representative to mark himself or herself as unavailable for sessions to be assigned using Equilibrium.
Do not assign sessions if the representative is participating in at least
Sets the least number of sessions the representative must be supporting before sessions will no longer be automatically assigned
using Equilibrium.
Do not assign sessions if the representative has been idle for at least
Sets the least amount of time the representative must have been idle before sessions will no longer be automatically assigned
using Equilibrium.
Rep to Rep Screen Sharing
Allowed to show screen to other representatives
Enables the user to share their screen with another user without the receiving user having to join a session. This option is available
even if the user is not in a session.
Allowed to give control when showing screen to other representatives
Enables the user sharing their screen to give keyboard and mouse control to the user viewing their screen.
Bomgar Buttons
Allowed to deploy and manage Bomgar Buttons in personal queue
Enables the user to deploy and manage personal Bomgar Buttons. This setting affects deploying Bomgar Buttons from both the
web interface and the representative console. To deploy a Bomgar Button from within a session, the Bomgar Buttons Deployment
session permission must also be allowed.
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Allowed to deploy Team Bomgar Buttons
Enables the user to deploy team Bomgar Buttons for teams they are a member of. This setting affects deploying Bomgar Buttons
from both the web interface and the representative console. To deploy a Bomgar Button from within a session, the Bomgar Buttons
Deployment session permission must also be allowed.
Allowed to manage Team Bomgar Buttons
Enable the user to modify the Bomgar Buttons deployed to teams they are a member of. If the user is a team lead or manager, they
can modify the personal Bomgar Buttons of any team members as well.
Allowed to change the Public Portal associated with Bomgar Buttons
Enables the user to set the public portal through which a Bomgar Button should connect. Because session policies may be applied
to public portals, changing the portal may affect the permissions allowed in the session.
Jump Technology
Allowed Jump Methods: Allowed to start sessions through Jump Clients which use any of the following Jump
methods
Enables the user to Jump to computers using Jump Clients, Local Jump on the local network, Remote Jump via a Jumpoint,
RDP via a Jumpoint, Shell Jump via a Jumpoint, and/or Intel vPro via a Jumpoint.
Allowed to set passwords on Jump Clients
Enables the user to password-protect Jump Clients. Users with permission to modify all Jump Clients, regardless of team
membership, can override passwords on individual Jump Clients.
Allowed to modify, remove and start sessions from Jump Clients without entering a password
Enables the user to access password-protected Jump Clients without needing to know the password.
Jump Client Permissions: Allowed to start sessions from all Jump Clients within the system
Enables the user to Jump to remote computers in all team and embassy Jump Groups.
Allowed to deploy, remove and modify Jump Clients in the following Jump Groups
Enables the representative to pin sessions, set groups, and add comments to Jump Clients for team and team members' queues.
This setting affects deploying Jump Clients from both the web interface and the representative console. To deploy a Jump Client
from within a session, the Jump Clients Pinning/Unpinning session permission must also be allowed.
Allowed to change the Public Portal associated with Jump Clients
Enables the user to set the public portal through which a Jump Client should connect. Because session policies may be applied to
public portals, changing the portal may affect the permissions allowed in the session.
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Allowed to change the Session Policies associated with Jump Clients
Enables the user to set the session policy a Jump Client should use. Changing the session policy may affect the permissions
allowed in the session.
Representative Console
Idle Timeout
Set how long the representative can be idle before being logged out of the representative console. This permission can use the
site-wide setting or can override that setting.
Full Support License Pool
Choose the license pool to which this representative should belong. When this representative logs into the representative console,
a license is consumed from the designated license pool. If None is selected, the representative will be able to log into the
representative console only if one or more licenses are left unassigned to license pools and are available.
Attended and Unattended Session Permissions
Set the prompting and permission rules that should apply to this user's sessions. Choose an existing session policy or define
custom permissions for this user. If Not Defined, the global default policy will be used. These permissions may be overridden by a
higher policy.
Use the same permissions for Unattended sessions
To use the same permissions for both attended and unattended sessions, check Use the same permissions for Unattended
sessions. Uncheck this box to define attended and unattended permissions separately. You can also copy the permissions from
one to the other.
Description
View the description of a pre-defined session permission policy.
Support Tool Prompting
Prompting Rules
Choose to ask the customer permission to use any of the support features below. Select No Prompting to never prompt, Always
Prompt to always prompt, or Prompt for Some Tools to choose which permissions to prompt for. If Prompt for Some Tools is
chosen, a Prompt Customer option will appear beside each tool with the options to Never prompt or to Always prompt. If Not
Defined, this option will be set by the next lower priority policy. This setting may be overridden by a higher priority policy.
Allowed to prompt once
If Screen Sharing is set to View and Control and prompting is enabled, this option appears. Check the box to make the screen
sharing prompt request access to all tools during the session, with no further prompts.
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Prompting Options
Set how long to wait for a response to a prompt before defaulting to the answer of Deny or Allow. If Not Defined, this option will be
set by the next lower priority policy. This setting may be overridden by a higher priority policy.
Screen Sharing
Screen Sharing
Enable the user to view or control the remote screen. If Not Defined, this option will be set by the next lower priority policy. This
setting may be overridden by a higher priority policy.
Application Sharing Prompt Behavior
Set if a request for screen sharing should always or never prompt the customer to select applications to share, or if the user can
choose whether to prompt for application sharing or not. Selecting Always or Rep Decides also allows you to predefine application
sharing restrictions.
Allowed Customer Restrictions
Set if the user can suspend the remote system's mouse and keyboard input. The user may also prevent the remote desktop from
being displayed.
Allowed to show their screen to the customer
Enables the user to share their screen with the customer during a support session.
Browser Sharing
Enables the user to browse the same web page the customer is viewing without having control or seeing other applications. If Not
Defined, this option will be set by the next lower priority policy. This setting may be overridden by a higher priority policy.
Annotations
Enables the user to use annotation tools to draw on the remote system's screen. If Not Defined, this option will be set by the next
lower priority policy. This setting may be overridden by a higher priority policy.
File Transfer
File Transfer
Enables the user to upload files to the remote system, download files from the remote system, or both. If Not Defined, this option will
be set by the next lower priority policy. This setting may be overridden by a higher priority policy.
Accessible paths on customer's filesystem
Allow the user to transfer files to or from any directories on the remote system or only specified directories.
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Accessible paths on representative's filesystem
Allow the user to transfer files to or from any directories on their local system or only specified directories.
Command Shell
Command Shell
Enables the user to issue commands on the remote computer through a virtual command line interface. If Not Defined, this option
will be set by the next lower priority policy. This setting may be overridden by a higher priority policy.
System Information
System Info
Enables the user to see system information about the remote computer. If Not Defined, this option will be set by the next lower
priority policy. This setting may be overridden by a higher priority policy.
Allowed to use system information actions
Enables the user to interact with processes and programs on the remote system without requiring screen sharing. Kill processes;
start, stop, pause, resume, and restart services; and uninstall programs.
Registry Access
Registry Access
Enables the user to interact with the registry on a remote Windows system without requiring screen sharing. View, add, delete and
edit keys, search and import/export keys.
Other Tools
Canned Scripts
Enables the user to run canned scripts that have been created for their teams. Note that when the user is in view-only screen
sharing, the customer receives a prompt to allow the script to run. If Not Defined, this option will be set by the next lower priority
policy. This setting may be overridden by a higher priority policy.
Elevation
Enables the user to attempt to elevate the customer client to run with administrative rights on the remote system. If Not Defined, this
option will be set by the next lower priority policy. This setting may be overridden by a higher priority policy.
Bomgar Button Deployment
Enables the user to deploy or remove a Bomgar Button while in a session. Locations available for deployment depend on the
Bomgar Button settings above. If Not Defined, this option will be set by the next lower priority policy. This setting may be overridden
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by a higher priority policy.
Jump Clients Pinning/Unpinning
Enables the user to pin or unpin a Jump Client while in a session. Locations available for deployment depend on the Jump Client
settings above. If Not Defined, this option will be set by the next lower priority policy. This setting may be overridden by a higher
priority policy.
Chat
Chat
Enables the user to chat with the remote customer. If Not Defined, this option will be set by the next lower priority policy. This setting
may be overridden by a higher priority policy.
Allowed to push URLs to the customer's web browser
Enables the user to enter a URL into the chat area and then click the Push URL button to automatically open a web browser to that
address on the remote computer.
Allowed to send files using the chat interface
Enables the user to send files via the chat interface.
Login Schedule
Restrict representative log into the following schedule
Set a schedule to define when users can log into the representative console. Set the time zone you want to use for this schedule,
and then add one or more schedule entries. For each entry, set the start day and time and the end day and time.
If, for instance, the time is set to start at 8 am and end at 5 pm, a user can log in at any time during this window but may continue to
work past the set end time. They will not, however, be allowed to log back in after 5 pm.
Force logout when the schedule does not permit login
If stricter access control is required, check this option. This forces the user to log out at the scheduled end time. In this case, the user
receives recurring notifications beginning 15 minutes prior to being disconnected. When the user is logged out, any owned
sessions will follow the session fallback rules.
Jumpoints
Designates Jumpoints to which representatives in this embassy have access.
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Jump Client Access
Access Granted By This Embassy
Select which teams should have access to any Jump Clients pinned to this team's Jump Group. By default, only this team has
access to its own Jump Clients. However, you can select multiple other teams to see and Jump to this team's Jump Clients.
Access Granted To This Embassy
View a list of other teams that share Jump Client access with members of this team.
Equilibrium Settings
Routing Algorithm
If this is set to Least Busy, a session in this queue is assigned to the least busy representative who is available to take sessions
from this queue. If it is set to Skills Match, Least Busy, then if a session has needed skills marked and is in this queue, that session
is assigned to the representative with the best skills match who is available to take sessions from this queue.
Alert Timeout
A representative has as long as is set here to either accept or reject an assigned session. If the representative rejects the session or
fails to respond before the timeout, the session will be reassigned to the next best matched representative who is available to take
sessions from this queue.
Waiting Session Rule
You also can create a Waiting Session Rule. If enabled, set how long a session is allowed to remain in this queue. Then choose
the action to take if the session waits for longer than the set time. You can either transfer the session to an overflow queue, or you
can mark the session as overdue. A session that becomes overdue plays an audio alert, flash in the queue, cause the queue itself
to flash, and display a pop-up notification. These notifications can be modified in the representative console settings.
Embassy Users
Regular representative user accounts and embassy user accounts do not overlap. Only embassy users may be assigned to an
embassy, and embassy users may not be assigned to regular support teams.
For local embassy users, you may assign privileges per user, per embassy, or a mixture of both. For users added via configured
security providers, privileges are assigned per embassy only, and users will not appear in the Embassy Users list.
Add New Embassy User, Edit, Delete
Create a new user, modify an existing user, or remove an existing user.
Search
Search embassy user accounts based on username and display name.
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Show Embassy Users for
View all local embassy users, all unassigned local embassy users, or all local embassy users assigned to a specific embassy.
Reset
If a user has one or more failed login attempts, click the Reset button beside their name to reset the number back to 0.
Embassy User :: Add or Edit
User Settings
Username
Unique identifier used to log in.
Display Names
User's name as shown on the public site, in chats, etc. Users can use a public display name, for use with customers, and a private
display name, for use in all internal communications.
Display Number
Type a unique ID number or leave this field blank to automatically select the next available number. This number affects the order in
which users are listed on the public site.
Email Address
Set the email address to which email notifications are sent, such as password resets or extended availability mode alerts.
Preferred Email Language
If more than one language is enabled on this site, set the language in which to send emails.
Password
Password used with the username to log in. The password may be set to whatever you choose, as long as the string complies with
the defined policy set on the /login > Management > Security page.
Email Password to User
Send an automatic email to the user containing their new password. If this option is selected, then the user must reset their
password at next login. This feature requires valid SMTP configuration for your appliance, set up on the /login > Management >
Email Configuration page.
Must Reset Password at Next Login
If this option is selected, then the user must reset their password at next login.
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Password Expires On
Causes the password to expire after a given date or never to expire.
Security Question and Security Answer
The security question and answer allow a non admin user to reset a forgotten password after providing the correct answer to the
question. Passwords may be reset only if a Security Question and a Security Answer has been set for the non admin user.
Account Expires On
Causes the account to expire after a given date or never to expire.
Account Disabled
Disables the account so the user cannot log in. Disabling does NOT delete the account.
Comments
Add comments to help identify the purpose of this account.
Allowed to Set Passwords
Enables the user to set passwords and unlock accounts for non-administrative local users.
Allowed to Change Display Names
Enables users to change their display names.
Allowed to Show on Public Site
Displays the user's name on all public sites that have the representative list enabled.
Representative Permissions
Support
Allowed to provide remote support
Enables the user to use the representative console in order to run support sessions. If support is enabled, options pertaining to
remote support will also be available. This option is always enabled for embassies and embassy users. Disable this setting for
presentation-only users.
Session Management
Allowed to generate session keys for support sessions within the representative console
Enables the user to generate session keys to allow customers to start sessions with them directly.
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Allowed to generate access keys for sending iOS profiles
Enables the user to generate access keys to offer iOS content to iOS device users.
Allowed to participate in the general queue
Enables the user to interact with other users in the general queue and access Jump Clients in the General Jump Group.
Allowed to manually accept sessions from a team/embassy queue
Enables the user to select and start sessions that are in one of their team queues.
Allowed to transfer sessions to teams which they do not belong to
Enables the user to transfer sessions to teams other than their own. If disabled, user interaction is restricted solely to the user's
assigned teams.
Allowed to transfer sessions to embassies
Enables the user to transfer sessions to third-party embassy team queues.
Allowed to share sessions with teams which they do not belong to
Enables the user to invite a less limited set of user to share sessions, not only their team members. Combined with the extended
availability permission, this permission expands session sharing capabilities.
Allowed to share sessions with embassies
Enables the user to share support sessions with one or more members of a third-party embassy team.
Allowed to invite external support representatives
Enables the user to invite a third-party user to participate in a support session one time only.
Allowed to use the Get Next Session feature
Enables the user to start supporting the oldest queued session from all of their teams simply by clicking a button.
Allowed to enable extended availability mode
Enables the user to receive email invitations from other users requesting to share a session even when they are not logged into the
representative console.
Allowed to edit the external key
Enables the user to modify the external key from the session info pane of a session within the representative console.
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Equilibrium
Allowed to opt out of session assignments
Enables the representative to mark himself or herself as unavailable for sessions to be assigned using Equilibrium.
Do not assign sessions if the representative is participating in at least
Sets the least number of sessions the representative must be supporting before sessions will no longer be automatically assigned
using Equilibrium.
Do not assign sessions if the representative has been idle for at least
Sets the least amount of time the representative must have been idle before sessions will no longer be automatically assigned
using Equilibrium.
Rep to Rep Screen Sharing
Allowed to show screen to other representatives
Enables the user to share their screen with another user without the receiving user having to join a session. This option is available
even if the user is not in a session.
Allowed to give control when showing screen to other representatives
Enables the user sharing their screen to give keyboard and mouse control to the user viewing their screen.
Bomgar Buttons
Allowed to deploy and manage Bomgar Buttons in personal queue
Enables the user to deploy and manage personal Bomgar Buttons. This setting affects deploying Bomgar Buttons from both the
web interface and the representative console. To deploy a Bomgar Button from within a session, the Bomgar Buttons Deployment
session permission must also be allowed.
Allowed to deploy Team Bomgar Buttons
Enables the user to deploy team Bomgar Buttons for teams they are a member of. This setting affects deploying Bomgar Buttons
from both the web interface and the representative console. To deploy a Bomgar Button from within a session, the Bomgar Buttons
Deployment session permission must also be allowed.
Allowed to manage Team Bomgar Buttons
Enable the user to modify the Bomgar Buttons deployed to teams they are a member of. If the user is a team lead or manager, they
can modify the personal Bomgar Buttons of any team members as well.
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Allowed to change the Public Portal associated with Bomgar Buttons
Enables the user to set the public portal through which a Bomgar Button should connect. Because session policies may be applied
to public portals, changing the portal may affect the permissions allowed in the session.
Jump Technology
Allowed Jump Methods: Allowed to start sessions through Jump Clients which use any of the following Jump
methods
Enables the user to Jump to computers using Jump Clients, Local Jump on the local network, Remote Jump via a Jumpoint,
RDP via a Jumpoint, Shell Jump via a Jumpoint, and/or Intel vPro via a Jumpoint.
Allowed to set passwords on Jump Clients
Enables the user to password-protect Jump Clients. Users with permission to modify all Jump Clients, regardless of team
membership, can override passwords on individual Jump Clients.
Allowed to modify, remove and start sessions from Jump Clients without entering a password
Enables the user to access password-protected Jump Clients without needing to know the password.
Jump Client Permissions: Allowed to start sessions from all Jump Clients within the system
Enables the user to Jump to remote computers in all team and embassy Jump Groups.
Allowed to deploy, remove and modify Jump Clients in the following Jump Groups
Enables the representative to pin sessions, set groups, and add comments to Jump Clients for team and team members' queues.
This setting affects deploying Jump Clients from both the web interface and the representative console. To deploy a Jump Client
from within a session, the Jump Clients Pinning/Unpinning session permission must also be allowed.
Allowed to change the Public Portal associated with Jump Clients
Enables the user to set the public portal through which a Jump Client should connect. Because session policies may be applied to
public portals, changing the portal may affect the permissions allowed in the session.
Allowed to change the Session Policies associated with Jump Clients
Enables the user to set the session policy a Jump Client should use. Changing the session policy may affect the permissions
allowed in the session.
Representative Console
Idle Timeout
Set how long the representative can be idle before being logged out of the representative console. This permission can use the
site-wide setting or can override that setting.
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Full Support License Pool
Choose the license pool to which this representative should belong. When this representative logs into the representative console,
a license is consumed from the designated license pool. If None is selected, the representative will be able to log into the
representative console only if one or more licenses are left unassigned to license pools and are available.
Attended and Unattended Session Permissions
Set the prompting and permission rules that should apply to this user's sessions. Choose an existing session policy or define
custom permissions for this user. If Not Defined, the global default policy will be used. These permissions may be overridden by a
higher policy.
Use the same permissions for Unattended sessions
To use the same permissions for both attended and unattended sessions, check Use the same permissions for Unattended
sessions. Uncheck this box to define attended and unattended permissions separately. You can also copy the permissions from
one to the other.
Description
View the description of a pre-defined session permission policy.
Support Tool Prompting
Prompting Rules
Choose to ask the customer permission to use any of the support features below. Select No Prompting to never prompt, Always
Prompt to always prompt, or Prompt for Some Tools to choose which permissions to prompt for. If Prompt for Some Tools is
chosen, a Prompt Customer option will appear beside each tool with the options to Never prompt or to Always prompt. If Not
Defined, this option will be set by the next lower priority policy. This setting may be overridden by a higher priority policy.
Allowed to prompt once
If Screen Sharing is set to View and Control and prompting is enabled, this option appears. Check the box to make the screen
sharing prompt request access to all tools during the session, with no further prompts.
Prompting Options
Set how long to wait for a response to a prompt before defaulting to the answer of Deny or Allow. If Not Defined, this option will be
set by the next lower priority policy. This setting may be overridden by a higher priority policy.
Screen Sharing
Screen Sharing
Enable the user to view or control the remote screen. If Not Defined, this option will be set by the next lower priority policy. This
setting may be overridden by a higher priority policy.
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Application Sharing Prompt Behavior
Set if a request for screen sharing should always or never prompt the customer to select applications to share, or if the user can
choose whether to prompt for application sharing or not. Selecting Always or Rep Decides also allows you to predefine application
sharing restrictions.
Allowed Customer Restrictions
Set if the user can suspend the remote system's mouse and keyboard input. The user may also prevent the remote desktop from
being displayed.
Allowed to show their screen to the customer
Enables the user to share their screen with the customer during a support session.
Browser Sharing
Enables the user to browse the same web page the customer is viewing without having control or seeing other applications. If Not
Defined, this option will be set by the next lower priority policy. This setting may be overridden by a higher priority policy.
Annotations
Enables the user to use annotation tools to draw on the remote system's screen. If Not Defined, this option will be set by the next
lower priority policy. This setting may be overridden by a higher priority policy.
File Transfer
File Transfer
Enables the user to upload files to the remote system, download files from the remote system, or both. If Not Defined, this option will
be set by the next lower priority policy. This setting may be overridden by a higher priority policy.
Accessible paths on customer's filesystem
Allow the user to transfer files to or from any directories on the remote system or only specified directories.
Accessible paths on representative's filesystem
Allow the user to transfer files to or from any directories on their local system or only specified directories.
Command Shell
Command Shell
Enables the user to issue commands on the remote computer through a virtual command line interface. If Not Defined, this option
will be set by the next lower priority policy. This setting may be overridden by a higher priority policy.
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System Information
System Info
Enables the user to see system information about the remote computer. If Not Defined, this option will be set by the next lower
priority policy. This setting may be overridden by a higher priority policy.
Allowed to use system information actions
Enables the user to interact with processes and programs on the remote system without requiring screen sharing. Kill processes;
start, stop, pause, resume, and restart services; and uninstall programs.
Registry Access
Registry Access
Enables the user to interact with the registry on a remote Windows system without requiring screen sharing. View, add, delete and
edit keys, search and import/export keys.
Other Tools
Canned Scripts
Enables the user to run canned scripts that have been created for their teams. Note that when the user is in view-only screen
sharing, the customer receives a prompt to allow the script to run. If Not Defined, this option will be set by the next lower priority
policy. This setting may be overridden by a higher priority policy.
Elevation
Enables the user to attempt to elevate the customer client to run with administrative rights on the remote system. If Not Defined, this
option will be set by the next lower priority policy. This setting may be overridden by a higher priority policy.
Bomgar Button Deployment
Enables the user to deploy or remove a Bomgar Button while in a session. Locations available for deployment depend on the
Bomgar Button settings above. If Not Defined, this option will be set by the next lower priority policy. This setting may be overridden
by a higher priority policy.
Jump Clients Pinning/Unpinning
Enables the user to pin or unpin a Jump Client while in a session. Locations available for deployment depend on the Jump Client
settings above. If Not Defined, this option will be set by the next lower priority policy. This setting may be overridden by a higher
priority policy.
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Chat
Chat
Enables the user to chat with the remote customer. If Not Defined, this option will be set by the next lower priority policy. This setting
may be overridden by a higher priority policy.
Allowed to push URLs to the customer's web browser
Enables the user to enter a URL into the chat area and then click the Push URL button to automatically open a web browser to that
address on the remote computer.
Allowed to send files using the chat interface
Enables the user to send files via the chat interface.
Skills
Designates the skills assigned to this user. When using skills match for Equilibrium, sessions will be assigned to the user best
skilled to handle a particular issue.
Login Schedule
Restrict representative log into the following schedule
Set a schedule to define when users can log into the representative console. Set the time zone you want to use for this schedule,
and then add one or more schedule entries. For each entry, set the start day and time and the end day and time.
If, for instance, the time is set to start at 8 am and end at 5 pm, a user can log in at any time during this window but may continue to
work past the set end time. They will not, however, be allowed to log back in after 5 pm.
Force logout when the schedule does not permit login
If stricter access control is required, check this option. This forces the user to log out at the scheduled end time. In this case, the user
receives recurring notifications beginning 15 minutes prior to being disconnected. When the user is logged out, any owned
sessions will follow the session fallback rules.
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Rep Invite: Create Profiles to Invite External Representatives to Sessions
Rep Invite Security Profiles
With rep invite, a privileged user can invite an external user to join a session one time only. When the user makes the invitation,
they will select a security profile to determine what level of privileges the external user should be granted. Rep invite security
profiles are configured as session policies on the Users & Security > Session Policies page and must be enabled for rep invite
use.
Rep Invitation Email
The invitation email is sent to external users when you invite them to join a session.
Public Site
From the dropdown at the top of the page, select the public site for which you want to edit the rep invitation email.
Subject
Customize the subject of this email. Use any of the macros listed below this field in the /login page to customize the text for your
purposes. You can localize this text for any languages you have enabled. To revert to the default text, delete the text from the field
and then save the blank field.
Body
Customize the body of this email. Use any of the macros listed below this field in the /login page to customize the text for your
purposes. You can localize this text for any languages you have enabled. To revert to the default text, delete the text from the field
and then save the blank field.
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Security Providers: Enable LDAP, Active Directory, RADIUS, SAML, and Kerberos
Logins
Security Providers
You can configure your Bomgar Appliance to authenticate users against existing LDAP, RADIUS, or Kerberos servers, as well as to
assign privileges based on the pre-existing hierarchy and group settings already specified in your servers. You can configure your
Bomgar Appliance to authenticate users against existing LDAP, RADIUS, Kerberos, or SAML servers, as well as to assign
privileges based on the pre-existing hierarchy and group settings already specified in your servers. Kerberos enables single signon, while RSA and other two factor authentication mechanisms via RADIUS provide an additional level of security.
Create Provider
Create a new security provider configuration. From the dropdown, select to create an LDAP provider, a RADIUS provider, a
Kerberos provider, or a SAML provider.
Change Order
Click this button to drag and drop security providers to set their priority. You can drag and drop servers within a cluster; clusters can
be dragged and dropped as a whole. Click Save Order for prioritization changes to take effect.
Sync
Synchronize the users and groups associated with an external security provider. Synchronization occurs automatically once a day.
Clicking this button forces a manual synchronization.
View Log
View the status history for a security provider connection.
Disable
Disable this security provider connection. This is useful for scheduled maintenance, when you want a server to be offline but not
deleted.
Edit, Delete
Modify an exiting object or remove an existing object.
Duplicate Node
Create a copy of an existing clustered security provider configuration. This will be added as a new node in the same cluster.
Upgrade to Cluster
Upgrade a security provider to a security provider cluster. To add more security providers to this cluster, copy an existing node.
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Create Copy
Create a copy of an existing security provider configuration. This will be added as a top-level security provider and not as part of a
cluster.
Security Providers :: Edit - LDAP
General Settings
Name
Create a unique name to help identify this provider.
Enabled: This provider is enabled
If checked, your Bomgar Appliance can search this security provider when a user attempts to log in. If unchecked, this provider will
not be searched.
User Display Names: Keep display name synchronized with remote system
These values determine which fields should be used as the user's private and public display names.
Synchronization: Enable LDAP object cache
If checked, LDAP objects visible to the appliance are cached and synchronized nightly, or manually, if desired. When using this
option, fewer connections are made to the LDAP server for administrative purposes thereby potentially increasing speed and
efficiency.
If unchecked, changes to the LDAP server are immediately available without the need to synchronize. However, when you make
changes on user policies through the administrative interface, several short-lived LDAP connections may occur as necessary.
For providers that have previously had the synchronization setting enabled, disabling or unchecking the synchronization option will
cause all cached records that are currently not in use to be deleted.
Authorization Settings
Lookup Groups
Choose to use this security provider only for user authentication, only for group lookups, or for both.
Default Group Policy (Visible Only if User Authentication Allowed)
Each user who authenticates against an external server must be a member of at least one group policy in order to authenticate to
your Bomgar Appliance, logging into either the /login interface or the representative console. You can select a default group policy
to apply to all users allowed to authenticate against the configured server.
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Note that if a default policy is defined, then any allowed user who authenticates against this server will potentially have access at
the level of this default policy. Therefore, it is recommended that you set the default to a policy with minimum privileges to prevent
users from gaining permissions that you do not wish them to have.
Note: If a user is in a default group policy and is then specifically added to another group policy, the settings for the specific
policy will always take precedence over the settings for the default, even if the specific policy is a lower priority than the default,
and even if the default policy's settings are set to disallow override.
Connection Settings
Hostname
Enter the hostname of the server that houses your external directory store.
Note: If you will be using LDAPS or LDAP with TLS, the hostname must match the hostname used in your LDAP server's public
SSL certificate's subject name or the DNS component of its alternate subject name.
Port
Specify the port for your LDAP server. This is typically port 389 for LDAP or port 636 for LDAPS. Bomgar also supports global
catalog over port 3268 for LDAP or 3269 for LDAPS.
Encryption
Select the type of encryption to use when communicating with the LDAP server. For security purposes, LDAPS or LDAP with TLS is
recommended.
Note: Regular LDAP sends and receives data in clear text from the LDAP server, potentially exposing sensitive user account
information to packet sniffing. Both LDAPS and LDAP with TLS encrypt user data as it is transferred, making these methods
recommended over regular LDAP. LDAP with TLS uses the StartTLS function to initiate a connection over clear text LDAP but
then elevates this to an encrypted connection. LDAPS initiates the connection over an encrypted connection without sending
any data in clear text whatsoever.
If you select LDAPS or LDAP with TLS, you must upload the Root SSL Certificate used by your LDAP server. This is necessary to
ensure the validity of the server and the security of the data. The Root Certificate must be in PEM format.
Note: If the LDAP server's public SSL certificate's subject name or the DNS component of its alternate subject name does not
match the value in the Hostname field, the provider will be treated as unreachable. You can, however, use a wildcard certificate
to certify multiple subdomains of the same site. For example, a certificate for *.example.com would certify both
support.example.com and remote.example.com.
Bind Credentials
Specify a username and password with which your Bomgar Appliance can bind to and search the LDAP directory store.
If your server supports anonymous binds, you may choose to bind without specifying a username and password. Anonymous
binding is considered insecure and is disabled by default on most LDAP servers.
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Connection Method
If you are using an external directory store in the same LAN as your Bomgar Appliance, the two systems may be able to
communicate directly, in which case you can leave the option Proxy from appliance through the Connection Agent unchecked
and move on.
If the two systems are unable to communicate directly, such as if your external directory server is behind a firewall, you must use a
connection agent. Downloading the Win32 connection agent enables your directory server and your Bomgar Appliance to
communicate via an SSL-encrypted, outbound connection, with no firewall configuration. The connection agent can be downloaded
to either the directory server or a separate server on the same network as your directory server (recommended).
In the case above, check Proxy from appliance through the Connection Agent. Create a Connection Agent Password for use in
the connection agent installation process. Then click Download Connection Agent, run the installer, and follow the installation
wizard. During installation, you will be prompted to enter the security provider name and the connection agent password you
created above.
Directory Type
To aid in configuring the network connection between your Bomgar Appliance and your security provider, you can select a directory
type as a template. This pre-populates the configuration fields below with standard data but must be modified to match your security
provider's specific configuration. Active Directory LDAP is the most common server type, though you can configure Bomgar to
communicate with most types of security providers.
Cluster Settings (Visible Only for Clusters)
Member Selection Algorithm
Select the method to search the nodes in this cluster.
Top-to-bottom first attempts the server with the highest priority in the cluster. If that server is unavailable or the account is not found,
the next highest priority server is attempted. The search moves down through the list of clustered servers until either the account is
found or it is determined that the account does not exist on any of the specified and available servers.
Round-robin is designed to balance the load between multiple servers. The algorithm choose at random which server to attempt
first. If that server is unavailable or the account is not found, another random server is attempted. The search continues at random
through the remaining servers in the cluster until either the account is found or it is determined that the account does not exist on
any of the specified and available servers.
Retry Delay
Set how long to wait after a cluster member becomes unavailable before trying that cluster member again.
User Schema Settings
Override Cluster Values (Visible Only for Cluster Nodes)
If this option is unchecked, this cluster node will use the same schema settings as the cluster. If unchecked, you may modify the
schema settings below.
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Search Base DN
Determine the level in your directory hierarchy, specified by a distinguished name, at which the Bomgar Appliance should begin
searching for users. Depending on the size of your directory store and the users who require Bomgar accounts, you may improve
performance by designating the specific organizational unit within your directory store that requires access. If you are not sure or if
users span multiple organizational units, you may want to specify the root distinguished name of your directory store.
User Query
Specify the query information that the Bomgar Appliance should use to locate an LDAP user when the user attempts to log in. The
User Query field accepts a standard LDAP query (RFC 2254 – String Representation of LDAP Search Filters). You can modify the
query string to customize how your users log in and what methods of usernames are accepted. To specify the value within the string
that should act as the username, replace that value with *.
Browse Query
The browse query affects how results are displayed when browsing via group policies or embassies. This filters results so that only
certain results display in the member selection dropdown when adding members to a group policy or embassy.
Object Classes
Specify valid object classes for a user within your directory store. Only users who posses one or more of these object classes will be
permitted to authenticate. These object classes are also used with the attribute names below to indicate to your Bomgar Appliance
the schema the LDAP server uses to identify users. You can enter multiple object classes, one per line.
Attribute Names
Specify which fields should be used for a user's unique ID and display names.
Unique ID
This field requests a unique identifier for the object. While the distinguished name can serve as this ID, a user's distinguished name
may change frequently over the life of the user, such as with a name or location change or with the renaming of the LDAP store.
Therefore, most LDAP servers incorporate some field that is unique per object and does not change for the lifetime of the user. If
you do use the distinguished name as the unique ID and a user's distinguished name changes, that user will be seen as a new
user, and any changes made specifically to the individual's Bomgar user account will not be carried over to the new user. If your
LDAP server does not incorporate a unique identifier, use a field that is least likely to have an identical entry for another user.
Use the same attribute for public and private display names
If this option is checked, you may specify separate values for the user's private and public display names.
Display Names
These values determine which fields should be used as the user's private and public display names.
The Email attribute synchronizes the user’s email address from LDAP. Please note that the special ? and ! characters cannot be
used.
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Group Schema Settings (Visible Only if Performing Group Lookups)
Search Base DN
Determine the level in your directory hierarchy, specified by a distinguished name, at which the Bomgar Appliance should begin
searching for groups. Depending on the size of your directory store and the groups that require access to the Bomgar Appliance,
you may improve performance by designating the specific organizational unit within your directory store that requires access. If you
are not sure or if groups span multiple organizational units, you may want to specify the root distinguished name of your directory
store.
Browse Query
The browse query affects how results are displayed when browsing via group policies or embassies. This filters results so that only
certain results display in the member selection dropdown when adding members to a group policy or embassy.
Object Classes
Specify valid object classes for a group within your directory store. Only groups that posses one or more of these object classes will
be returned. These object classes are also used with the attribute names below to indicate to your Bomgar Appliance the schema
the LDAP server uses to identify groups. You can enter multiple group object classes, one per line.
Attribute Names
Specify which fields should be used for a group's unique ID and display name.
Unique ID
This field requests a unique identifier for the object. While the distinguished name can serve as this ID, a group's distinguished
name may change frequently over the life of a group, such as with a location change or with the renaming of the LDAP store.
Therefore, most LDAP servers incorporate some field that is unique per object and does not change for the lifetime of the group. If
you do use the distinguished name as the unique ID and a group's distinguished name changes, that group will be seen as a new
group, and any group policies defined for that group will not be carried over to the new group. If your LDAP server does not
incorporate a unique identifier, use a field that is least likely to have an identical entry for another group.
Display Name
This value determines which field should be used as the group's display name.
User to Group Relationships
This field requests a query to determine which users belong to which groups or, conversely, which groups contain which users.
Perform recursive search for groups
You can choose to perform a recursive search for groups. This will run a query for a user, then queries for all of the groups to which
that user belongs, then queries for all groups to which those groups belong, and so forth, until all possible groups associated with
that user have been found.
Running a recursive search can have a significant impact on performance, as the server will continue to issue queries until it has
found information about all groups. If it takes too long, the user may be unable to log in.
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A non-recursive search will issue only one query per user. If your LDAP server has a special field containing all of the groups to
which the user belongs, recursive search is unnecessary. Recursive search is also unnecessary if your directory design does not
handle group members of groups.
Test Settings
Username and Password
Enter a username and password for an account that exists on the server you are testing. This account must match the criteria for
login specified in the configuration above.
Try to obtain user attributes and group memberships if the credentials are accepted
If this option is checked, your successful credential test will also attempt to check user attributes and group lookup. Note that for
these features to be successfully tested they must be supported and configured in your security provider.
Start Test
If your server is properly configured and you have entered a valid test username and password, you will receive a success
message. Otherwise, you will see an error message and a log that will help in debugging the problem.
Security Providers :: Edit - RADIUS
General Settings
Name
Create a unique name to help identify this provider.
Enabled: This provider is enabled
If checked, your Bomgar Appliance can search this security provider when a user attempts to log in. If unchecked, this provider will
not be searched.
Display Names: Keep display name synchronized with remote system
These values determine which fields should be used as the user's private and public display names.
Authorization Settings
Only allow the following users
You can choose to allow access only to specified users on your RADIUS server. Enter each username separated by a line break.
Once entered, these users will be available from the Add Policy Member dialog when editing group policies on the /login > Users
& Security > Group Policies page.
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If you leave this field blank, all users who authenticate against your RADIUS server will be allowed; if you allow all, you must also
specify a default group policy.
LDAP Group Lookup
If you want users on this security provider to be associated with their groups on a separate LDAP server, choose one or more LDAP
group servers to use for group lookup.
Default Group Policy
Each user who authenticates against an external server must be a member of at least one group policy in order to authenticate to
your Bomgar Appliance, logging into either the /login interface or the representative console. You can select a default group policy
to apply to all users allowed to authenticate against the configured server.
Connection Settings
Hostname
Enter the hostname of the server that houses your external directory store.
Port
Specify the authentication port for your RADIUS server. This is typically port 1812.
Connection Method
If you are using an external directory store in the same LAN as your Bomgar Appliance, the two systems may be able to
communicate directly, in which case you can leave the option Proxy from appliance through the Connection Agent unchecked
and move on.
If the two systems are unable to communicate directly, such as if your external directory server is behind a firewall, you must use a
connection agent. Downloading the Win32 connection agent enables your directory server and your Bomgar Appliance to
communicate via an SSL-encrypted, outbound connection, with no firewall configuration. The connection agent can be downloaded
to either the directory server or a separate server on the same network as your directory server (recommended).
In the case above, check Proxy from appliance through the Connection Agent. Create a Connection Agent Password for use in
the connection agent installation process. Then click Download Connection Agent, run the installer, and follow the installation
wizard. During installation, you will be prompted to enter the security provider name and the connection agent password you
created above.
Shared Secret
Provide a new shared secret so that your Bomgar Appliance and your RADIUS server can communicate.
Timeout (seconds)
Set the length of time to wait for a response from the server. Note that if the response is Response-Accept or ResponseChallenge, then RADIUS will wait the entire time specified here before authenticating the account. Therefore, it is encouraged to
keep this value as low as reasonably possible given your network settings. An ideal value is 3-5 seconds, with the maximum value
at three minutes.
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Cluster Settings (Visible Only for Clusters)
Member Selection Algorithm
Select the method to search the nodes in this cluster.
Top-to-bottom first attempts the server with the highest priority in the cluster. If that server is unavailable or the account is not found,
the next highest priority server is attempted. The search moves down through the list of clustered servers until either the account is
found or it is determined that the account does not exist on any of the specified and available servers.
Round-robin is designed to balance the load between multiple servers. The algorithm choose at random which server to attempt
first. If that server is unavailable or the account is not found, another random server is attempted. The search continues at random
through the remaining servers in the cluster until either the account is found or it is determined that the account does not exist on
any of the specified and available servers.
Retry Delay
Set how long to wait after a cluster member becomes unavailable before trying that cluster member again.
Test Settings
Username and Password
Enter a username and password for an account that exists on the server you are testing. This account must match the criteria for
login specified in the configuration above.
Try to obtain user attributes and group memberships if the credentials are accepted
If this option is checked, your successful credential test will also attempt to check user attributes and group lookup. Note that for
these features to be successfully tested they must be supported and configured in your security provider.
Start Test
If your server is properly configured and you have entered a valid test username and password, you will receive a success
message. Otherwise, you will see an error message and a log that will help in debugging the problem.
Security Providers :: Edit - Kerberos
General Settings
Name
Create a unique name to help identify this provider.
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Enabled: This provider is enabled
If checked, your Bomgar Appliance can search this security provider when a user attempts to log in. If unchecked, this provider will
not be searched.
User and Display Names: Keep display name synchronized with remote system
These values determine which fields should be used as the user's private and public display names.
Strip realm from principal names
Select this option to remove the REALM portion from the User Principal Name when constructing the Bomgar username.
Authorization Settings
User Handling Mode
Select which users can authenticate to your Bomgar Appliance. Allow all users allows anyone who currently authenticates via your
KDC. Allow only user principals specified in the list allows only user principles explicitly designated. Allow only user principals
that match the regex allows only users principals who match a Perl-compatible regular expression (PCRE).
SPN Handling Mode: Allow only SPNs specified in the list
If unchecked, all configured Service Principal Names (SPNs) for this security provider are allowed. If checked, select specific SPNs
from a list of currently configured SPNs.
LDAP Group Lookup
If you want users on this security provider to be associated with their groups on a separate LDAP server, choose one or more LDAP
group servers to use for group lookup.
Default Group Policy
Each user who authenticates against an external server must be a member of at least one group policy in order to authenticate to
your Bomgar Appliance, logging into either the /login interface or the representative console. You can select a default group policy
to apply to all users allowed to authenticate against the configured server.
Security Providers :: Edit - SAML
General Settings
Name
The name for your SAML provider is auto-generated and cannot be edited at this time.
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Enabled: This provider is enabled
If checked, your Bomgar Appliance can search this security provider when a user attempts to log in. If unchecked, this provider will
not be searched.
Identity Provider Settings
Metadata
The metadata file contains all the information needed for the initial setup of your SAML provider and must be downloaded from your
identity provider. Save the xml file, and then click Choose File to select and upload the selected file.
Entity ID
Unique identifier for the identity provider you are using.
Single Sign-On Service URL
When you want to log into Bomgar using SAML, this is the URL where you are automatically redirected so you can log in.
Protocol Binding
Determines whether a user posts or is redirected to the sign on URL. This should be left defaulted to redirect unless otherwise
required by the identity provider.
Certificate
This certificate will be used to verify the signature of the assertion sent from the identity provider.
Note: The fields for Entity ID, Single Sign-On Service URL, and Certificate are automatically populated from the identity
provider's metadata file. If you cannot get a metadata file from your provider, this information can be entered manually.
Service Provider Settings
Metadata
Download the Bomgar metadata, which you then need to upload to your identity provider.
Entity ID
This is your Bomgar URL. It uniquely identifies the service provider.
Private Key
If necessary, you can decrypt messages sent by the identity provider, if they support and require encryption. Click Choose File to
upload the private key necessary to decrypt the messages sent from the identity provider.
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User Provision Settings
User Attribute
SAML attributes are used to provision users within Bomgar. The default values match Bomgar-certified applications with various
identity providers. If you are creating your own SAML connector, you may need to modify the attributes to match what is being sent
by your identity provider.
Authorization Settings
Group Lookups
This is the SAML attribute that contains the names of groups to which users should belong. The default name for the Bomgar
applications is "Groups".
Note: If the attribute value contains multiple group names, you need to specify the delimiter used to separate their names. If the
delimiter is left blank, then the attribute value may contain multiple XML nodes with each one containing a different name.
Available Groups
Allows a predefined list of groups to be associated with the security provider. This list can then be used to associate a group with
the appropriate group policy.
Default Group Policy
Select the default group to which users will be assigned. Users will be assigned settings defined in the default group policy only if
they do not belong to another group policy that defines those settings.
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Session Policies: Set Session Permission and Prompting Rules
Session Policies
With session policies, you can customize session security permissions to fit specific scenarios. Session policies can be applied to
users, public sites, and Jump Clients. For full details of how session policies work and how to implement them, see How to Use
Support Session Policies.
The Session Policies section lists available policies. Click the arrow by a policy name to quickly see where that policy is being
used; its availability for users, rep invites, and Jump Clients; the support tools configured; and the prompting configured.
Create New Policy, Edit, Delete
Create a new policy, modify an existing policy, or remove an existing policy.
Copy
To expedite the creation of similar policies, click Copy to create a new policy with identical settings. You can then edit this new
policy to meet your specific requirements.
Session Policy :: Add or Edit
Policy Settings
Display Name
Create a unique name to help identify this policy. This name helps when assigning a session policy to users, public portals, and
Jump Clients.
Code Name
Set a code name for integration purposes. If you do not set a code name, one is created automatically.
Description
Add a brief description to summarize the purpose of this policy. The description is seen when applying a policy to user accounts,
group policies, embassies, embassy users, and rep invites.
Availability: Users
Choose if this policy should be available to assign to users (user accounts, embassies, and group policies).
Availability: Rep Invite
Choose if this policy should be available for users to select when inviting an external user to join a session.
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Availability: Jump Clients
Choose if this policy should be available to assign to Jump Clients.
Availability: Dependencies
If this session policy is already in use, you will see the number of users, public portals, and Jump Clients using this policy.
Prompting Rules
Choose to ask the customer permission to use any of the support features below. Select No Prompting to never prompt, Always
Prompt to always prompt, or Prompt for Some Tools to choose which permissions to prompt for. If Prompt for Some Tools is
chosen, a Prompt Customer option will appear beside each tool with the options to Never prompt or to Always prompt. If Not
Defined, this option will be set by the next lower priority policy. This setting may be overridden by a higher priority policy.
Allowed to prompt once
If Screen Sharing is set to View and Control and prompting is enabled, this option appears. Check the box to make the screen
sharing prompt request access to all tools during the session, with no further prompts.
Prompting Options
Set how long to wait for a response to a prompt before defaulting to the answer of Deny or Allow. If Not Defined, this option will be
set by the next lower priority policy. This setting may be overridden by a higher priority policy.
Support Tools
For all of the permissions that follow, you can choose to enable or disable the permission, or you can choose to set it to Not
Defined. Session policies are applied to a session in a hierarchical manner, with Jump Clients taking the highest priority, then
support portals, then users, and then the global default. If multiple policies apply to a session, then the policy with the highest
priority will take precedence over the others. If, for example, the policy applied to a Jump Client defines a permission, then no other
policies may change that permission for the session. To make a permission available for a lower policy to define, leave that
permission set to Not Defined. For details and examples, see How to Use Session Policies.
Set which tools should be enabled or disabled with this policy, as well as which tools should prompt the customer for permission.
Screen Sharing
Enable the user to view or control the remote screen. If Not Defined, this option will be set by the next lower priority policy. This
setting may be overridden by a higher priority policy.
Application Sharing Prompt Behavior
Set if a request for screen sharing should always or never prompt the customer to select applications to share, or if the user can
choose whether to prompt for application sharing or not. Selecting Always or Rep Decides also allows you to predefine application
sharing restrictions.
Allowed Customer Restrictions
Set if the user can suspend the remote system's mouse and keyboard input. The user may also prevent the remote desktop from
being displayed.
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Allowed to show their screen to the customer
Enables the user to share their screen with the customer during a support session.
Browser Sharing
Enables the user to browse the same web page the customer is viewing without having control or seeing other applications. If Not
Defined, this option will be set by the next lower priority policy. This setting may be overridden by a higher priority policy.
Annotations
Enables the user to use annotation tools to draw on the remote system's screen. If Not Defined, this option will be set by the next
lower priority policy. This setting may be overridden by a higher priority policy.
File Transfer
Enables the user to upload files to the remote system, download files from the remote system, or both. If Not Defined, this option will
be set by the next lower priority policy. This setting may be overridden by a higher priority policy.
Accessible paths on customer's filesystem
Allow the user to transfer files to or from any directories on the remote system or only specified directories.
Accessible paths on representative's filesystem
Allow the user to transfer files to or from any directories on their local system or only specified directories.
Command Shell
Enables the user to issue commands on the remote computer through a virtual command line interface. If Not Defined, this option
will be set by the next lower priority policy. This setting may be overridden by a higher priority policy.
System Info
Enables the user to see system information about the remote computer. If Not Defined, this option will be set by the next lower
priority policy. This setting may be overridden by a higher priority policy.
Allowed to use system information actions
Enables the user to interact with processes and programs on the remote system without requiring screen sharing. Kill processes;
start, stop, pause, resume, and restart services; and uninstall programs.
Registry Access
Enables the user to interact with the registry on a remote Windows system without requiring screen sharing. View, add, delete and
edit keys, search and import/export keys.
Canned Scripts
Enables the user to run canned scripts that have been created for their teams. Note that when the user is in view-only screen
sharing, the customer receives a prompt to allow the script to run. If Not Defined, this option will be set by the next lower priority
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policy. This setting may be overridden by a higher priority policy.
Elevation
Enables the user to attempt to elevate the customer client to run with administrative rights on the remote system. If Not Defined, this
option will be set by the next lower priority policy. This setting may be overridden by a higher priority policy.
Bomgar Button Deployment
Enables the user to deploy or remove a Bomgar Button while in a session. Locations available for deployment depend on the
Bomgar Button settings above. If Not Defined, this option will be set by the next lower priority policy. This setting may be overridden
by a higher priority policy.
Jump Clients Pinning/Unpinning
Enables the user to pin or unpin a Jump Client while in a session. Locations available for deployment depend on the Jump Client
settings above. If Not Defined, this option will be set by the next lower priority policy. This setting may be overridden by a higher
priority policy.
Chat
Chat
Enables the user to chat with the remote customer. If Not Defined, this option will be set by the next lower priority policy. This setting
may be overridden by a higher priority policy.
Allowed to push URLs to the customer's web browser
Enables the user to enter a URL into the chat area and then click the Push URL button to automatically open a web browser to that
address on the remote computer.
Allowed to send files using the chat interface
Enables the user to send files via the chat interface.
Save Policy
Click Save Policy to make this policy available.
Export Policy
You can export a session policy from one site and import those permissions into a policy on another site. Edit the policy you wish to
export and scroll to the bottom of the page. Click Export Policy and save the file.
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Import Policy
You may import those policy settings to any other Bomgar site that supports session policy import. Create a new session policy and
scroll to the bottom of the page. Browse to the policy file and then click Import Policy. Once the policy file is uploaded, the page will
refresh, allowing you to make modifications. Click Save Policy to make the policy available.
Session Policy Simulator
Because layering policies can be complex, you can use the Session Policy Simulator to determine what the outcome will be.
Additionally, you could use the simulator to troubleshoot why a permission is not available when you expected it to be.
Representative
Start by selecting the user performing the session. This dropdown includes user accounts, embassy user accounts, and rep invite
policies.
Session Start Method
Select the session start method. This can be one of Public Portal, Bomgar Button, Jump Client, Jumpoint, or Local Jump.
Public Portal
If you selected Public Portal, choose the public portal to use for this simulation of an ad-hoc session.
Bomgar Button
If you selected Bomgar Button, search for a deployed Bomgar Button by profile, associated public portal, associated queue,
computer name, or description. The associated public portal will be automatically selected above.
Jumpoint or Local Jump
Because local Jumps and Jumpoints are always associated with the default public portal, there are no further settings to define.
Jump Client
Search for a pinned Jump Client by name, comments, Jump Group, tag, or associated public portal. The associated public portal
will be automatically selected above.
Customer Present
If you selected Jump Client, you can choose whether the customer should appear as present or not.
Simulate
Click Simulate. In the area below, the permissions configurable by session policy are displayed in read-only mode. You can see
which permissions are allowed or denied as a result of the stacked policies, as well as which policy set each permission.
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Group Policies: Apply User Permissions to Groups of Users
Group Policies
The Group Policies page enables you to set up groups of users who will share common privileges.
Create New Policy, Edit, Delete
Create a new policy, modify an existing policy, or remove an existing policy.
Copy
To expedite the creation of similar policies, click Copy to create a new policy with identical settings. You can then edit this new
policy to meet your specific requirements.
Change Order
Click this button to drag and drop group policies to set their priority. Click Save Order for prioritization changes to take effect. For
management purposes, the recommended order of priority is to define policies for more specific user groups as a higher priority
(preventing override) and to move your way down from there, setting broader groups as lower priority.
Group Policy :: Add
Basic Settings
Policy Name
Create a unique name to help identify this policy.
Policy Members
To assign members, click the Add button to open a select box. Select users from your local system, or select users or entire groups
from configured security providers. To add users or groups from an external directory store such as LDAP, RADIUS, or Kerberos,
you must first configure the connection on the /login > Users & Security > Security Providers page. If an attempt to add a user
from a configured security provider is invalid, the synchronization log error message will appear here as well as in the log.
Account Settings
For each setting, select whether it should be defined in this policy or left available for configuration for individual users. If it is
defined, you will be unable to modify that privilege for an individual user from their user account page.
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If you have a policy that defines a permission and you do not want any policy to be able to replace that permission, then you must
select that the permission cannot be overridden, and the policy must be a higher priority than other policies that additionally define
that setting.
Email Login Code
Enables two-factor authentication. Users receive an email with a unique authentication code each time they log into the /login
administrative interface or the representative console, both desktop and mobile. If the code is entered incorrectly three consecutive
times, users must re-enter their credentials and enter a new email code.
Note: This is only for local accounts and does not apply to users who authenticate via a configured security provider.
Account Expires On
Causes the account to expire after a given date or never to expire.
Account Disabled
Disables the account so the user cannot log in. Disabling does NOT delete the account.
Comments
Add comments to help identify the purpose of this policy.
Permissions
Administrator
Grants the user full administrative rights.
Allowed to Set Passwords
Enables the user to set passwords and unlock accounts for non-administrative local users.
Allowed to Edit Jumpoints
Enables the user to create or edit Jumpoints. This option does not affect the user's ability to access remote computers via Jumpoint,
which is configured per Jumpoint or group policy.
Allowed to Change Display Names
Enables users to change their display names.
Support Session Reporting Permissions: Allowed to View Support Session Reports
Enables the user to run reports on support session activity, viewing only sessions in which they were the primary representative,
only sessions in which one of their teams was the primary team or one of their teammates was the primary representative, or all
sessions.
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Allowed to view support session recordings
Enables the user to view video recordings of screen sharing sessions, Show My Screen sessions, and command shell sessions.
Allowed to View Presentation Session Reports
Enables the user to run reports on presentation activity, viewing only presentations in which they were the presenter, only sessions
in which one of their teammates was the presenter, or all presentations.
Allowed to View License Usage Reports
Enables the user to run reports on Bomgar license usage.
Allowed to Use Reporting API
Enables the user's credentials to be used to pull XML reports via the API.
Note: As of 16.2, it is preferred to use API accounts created on Management > API Configuration.
Allowed to Use Command API
Enables the user's credentials to be used to issue commands via the API.
Note: As of 16.2, it is preferred to use API accounts created on Management > API Configuration.
Allowed to Use Real-time State API
Enables the user's credentials to be used to pull data using the real-time state API.
Allowed to Edit Public Site
Enables the user to create and modify public site configurations, edit HTML templates, view the translation interface, etc.
Allowed to Edit Customer Notices
Enables the user to create and edit messages used to notify customers, as they are requesting support, of broadly impacting IT
outages.
Allowed to Edit File Store
Enables the user to add or remove files from the file store.
Allowed to Edit Canned Messages
Enables the user to create or edit canned chat messages.
Allowed to Edit Support Teams
Enables the user to create or edit support teams.
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Allowed to Edit Issues
Enables the user to create and edit issues.
Allowed to Edit Skills
Enables the user to create and edit skills.
Allowed to Edit Bomgar Button Profiles
Enables the user to customize Bomgar Button profiles.
Allowed to Edit Canned Scripts
Enables the user to create or edit canned scripts for use in screen sharing or command shell sessions.
Allowed to Edit Custom Rep Links
Enables the user to create or edit custom links.
Allowed to Edit Access Sponsors
Enables the user to create or edit access sponsor teams.
Allowed to Show on Public Site
Displays the user's name on all public sites that have the representative list enabled.
Allowed to Edit iOS Profiles
Enables the user to create, edit and upload Apple iOS Profile content for distribution to iOS device users.
Representative Permissions
Support
Allowed to provide remote support
Enables the user to use the representative console in order to run support sessions. If support is enabled, options pertaining to
remote support will also be available. This option is always enabled for embassies and embassy users. Disable this setting for
presentation-only users.
Session Management
Allowed to generate session keys for support sessions within the representative console
Enables the user to generate session keys to allow customers to start sessions with them directly.
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Allowed to generate access keys for sending iOS profiles
Enables the user to generate access keys to offer iOS content to iOS device users.
Allowed to participate in the general queue
Enables the user to interact with other users in the general queue and access Jump Clients in the General Jump Group.
Allowed to manually accept sessions from a team/embassy queue
Enables the user to select and start sessions that are in one of their team queues.
Allowed to transfer sessions to teams which they do not belong to
Enables the user to transfer sessions to teams other than their own. If disabled, user interaction is restricted solely to the user's
assigned teams.
Allowed to transfer sessions to embassies
Enables the user to transfer sessions to third-party embassy team queues.
Allowed to share sessions with teams which they do not belong to
Enables the user to invite a less limited set of user to share sessions, not only their team members. Combined with the extended
availability permission, this permission expands session sharing capabilities.
Allowed to share sessions with embassies
Enables the user to share support sessions with one or more members of a third-party embassy team.
Allowed to invite external support representatives
Enables the user to invite a third-party user to participate in a support session one time only.
Allowed to use the Get Next Session feature
Enables the user to start supporting the oldest queued session from all of their teams simply by clicking a button.
Allowed to enable extended availability mode
Enables the user to receive email invitations from other users requesting to share a session even when they are not logged into the
representative console.
Allowed to edit the external key
Enables the user to modify the external key from the session info pane of a session within the representative console.
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Equilibrium
Allowed to opt out of session assignments
Enables the representative to mark himself or herself as unavailable for sessions to be assigned using Equilibrium.
Do not assign sessions if the representative is participating in at least
Sets the least number of sessions the representative must be supporting before sessions will no longer be automatically assigned
using Equilibrium.
Do not assign sessions if the representative has been idle for at least
Sets the least amount of time the representative must have been idle before sessions will no longer be automatically assigned
using Equilibrium.
Rep to Rep Screen Sharing
Allowed to show screen to other representatives
Enables the user to share their screen with another user without the receiving user having to join a session. This option is available
even if the user is not in a session.
Allowed to give control when showing screen to other representatives
Enables the user sharing their screen to give keyboard and mouse control to the user viewing their screen.
Bomgar Buttons
Allowed to deploy and manage Bomgar Buttons in personal queue
Enables the user to deploy and manage personal Bomgar Buttons. This setting affects deploying Bomgar Buttons from both the
web interface and the representative console. To deploy a Bomgar Button from within a session, the Bomgar Buttons Deployment
session permission must also be allowed.
Allowed to deploy Team Bomgar Buttons
Enables the user to deploy team Bomgar Buttons for teams they are a member of. This setting affects deploying Bomgar Buttons
from both the web interface and the representative console. To deploy a Bomgar Button from within a session, the Bomgar Buttons
Deployment session permission must also be allowed.
Allowed to manage Team Bomgar Buttons
Enable the user to modify the Bomgar Buttons deployed to teams they are a member of. If the user is a team lead or manager, they
can modify the personal Bomgar Buttons of any team members as well.
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Allowed to change the Public Portal associated with Bomgar Buttons
Enables the user to set the public portal through which a Bomgar Button should connect. Because session policies may be applied
to public portals, changing the portal may affect the permissions allowed in the session.
Jump Technology
Allowed Jump Methods: Allowed to start sessions through Jump Clients which use any of the following Jump
methods
Enables the user to Jump to computers using Jump Clients, Local Jump on the local network, Remote Jump via a Jumpoint,
RDP via a Jumpoint, Shell Jump via a Jumpoint, and/or Intel vPro via a Jumpoint.
Allowed to set passwords on Jump Clients
Enables the user to password-protect Jump Clients. Users with permission to modify all Jump Clients, regardless of team
membership, can override passwords on individual Jump Clients.
Allowed to modify, remove and start sessions from Jump Clients without entering a password
Enables the user to access password-protected Jump Clients without needing to know the password.
Jump Client Permissions: Allowed to start sessions from all Jump Clients within the system
Enables the user to Jump to remote computers in all team and embassy Jump Groups.
Allowed to deploy, remove and modify Jump Clients in the following Jump Groups
Enables the user to pin sessions, set groups, and add comments to Jump Clients only for their personal Jump Group; for team and
team members' Jump Groups; or for all Jump Groups, including those deployed to teams and embassies to which the user does not
belong as well as to any user's personal Jump Group. This setting affects deploying Jump Clients from both the web interface and
the representative console. To deploy a Jump Client from within a session, the Jump Clients Pinning/Unpinning session
permission must also be allowed.
Allowed to change the Public Portal associated with Jump Clients
Enables the user to set the public portal through which a Jump Client should connect. Because session policies may be applied to
public portals, changing the portal may affect the permissions allowed in the session.
Allowed to change the Session Policies associated with Jump Clients
Enables the user to set the session policy a Jump Client should use. Changing the session policy may affect the permissions
allowed in the session.
Presentation
Allowed to give presentations
Enables the representative to give presentations to one or more attendees.
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Allowed to grant control to a presentation attendee
Enables the representative to grant control of their computer to an attendee during a presentation. This setting affects only
presentations and does not impact the Show My Screen feature of a support session. Only one attendee at a time can have control.
The representative always maintains overriding control.
Representative Console
Idle Timeout
Set how long the representative can be idle before being logged out of the representative console. This permission can use the
site-wide setting or can override that setting.
Full Support License Pool
Choose the license pool to which this representative should belong. When this representative logs into the representative console,
a license is consumed from the designated license pool. If None is selected, the representative will be able to log into the
representative console only if one or more licenses are left unassigned to license pools and are available.
Attended and Unattended Session Permissions
Set the prompting and permission rules that should apply to this user's sessions. Choose an existing session policy or define
custom permissions for this user. If Not Defined, the global default policy will be used. These permissions may be overridden by a
higher policy.
Use the same permissions for Unattended sessions
To use the same permissions for both attended and unattended sessions, check Use the same permissions for Unattended
sessions. Uncheck this box to define attended and unattended permissions separately. You can also copy the permissions from
one to the other.
Description
View the description of a pre-defined session permission policy.
Support Tool Prompting
Prompting Rules
Choose to ask the customer permission to use any of the support features below. Select No Prompting to never prompt, Always
Prompt to always prompt, or Prompt for Some Tools to choose which permissions to prompt for. If Prompt for Some Tools is
chosen, a Prompt Customer option will appear beside each tool with the options to Never prompt or to Always prompt. If Not
Defined, this option will be set by the next lower priority policy. This setting may be overridden by a higher priority policy.
Allowed to prompt once
If Screen Sharing is set to View and Control and prompting is enabled, this option appears. Check the box to make the screen
sharing prompt request access to all tools during the session, with no further prompts.
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Prompting Options
Set how long to wait for a response to a prompt before defaulting to the answer of Deny or Allow. If Not Defined, this option will be
set by the next lower priority policy. This setting may be overridden by a higher priority policy.
Screen Sharing
Screen Sharing
Enable the user to view or control the remote screen. If Not Defined, this option will be set by the next lower priority policy. This
setting may be overridden by a higher priority policy.
Application Sharing Prompt Behavior
Set if a request for screen sharing should always or never prompt the customer to select applications to share, or if the user can
choose whether to prompt for application sharing or not. Selecting Always or Rep Decides also allows you to predefine application
sharing restrictions.
Allowed Customer Restrictions
Set if the user can suspend the remote system's mouse and keyboard input. The user may also prevent the remote desktop from
being displayed.
Allowed to show their screen to the customer
Enables the user to share their screen with the customer during a support session.
Browser Sharing
Enables the user to browse the same web page the customer is viewing without having control or seeing other applications. If Not
Defined, this option will be set by the next lower priority policy. This setting may be overridden by a higher priority policy.
Annotations
Enables the user to use annotation tools to draw on the remote system's screen. If Not Defined, this option will be set by the next
lower priority policy. This setting may be overridden by a higher priority policy.
File Transfer
File Transfer
Enables the user to upload files to the remote system, download files from the remote system, or both. If Not Defined, this option will
be set by the next lower priority policy. This setting may be overridden by a higher priority policy.
Accessible paths on customer's filesystem
Allow the user to transfer files to or from any directories on the remote system or only specified directories.
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Accessible paths on representative's filesystem
Allow the user to transfer files to or from any directories on their local system or only specified directories.
Command Shell
Command Shell
Enables the user to issue commands on the remote computer through a virtual command line interface. If Not Defined, this option
will be set by the next lower priority policy. This setting may be overridden by a higher priority policy.
System Information
System Info
Enables the user to see system information about the remote computer. If Not Defined, this option will be set by the next lower
priority policy. This setting may be overridden by a higher priority policy.
Allowed to use system information actions
Enables the user to interact with processes and programs on the remote system without requiring screen sharing. Kill processes;
start, stop, pause, resume, and restart services; and uninstall programs.
Registry Access
Registry Access
Enables the user to interact with the registry on a remote Windows system without requiring screen sharing. View, add, delete and
edit keys, search and import/export keys.
Other Tools
Canned Scripts
Enables the user to run canned scripts that have been created for their teams. Note that when the user is in view-only screen
sharing, the customer receives a prompt to allow the script to run. If Not Defined, this option will be set by the next lower priority
policy. This setting may be overridden by a higher priority policy.
Elevation
Enables the user to attempt to elevate the customer client to run with administrative rights on the remote system. If Not Defined, this
option will be set by the next lower priority policy. This setting may be overridden by a higher priority policy.
Bomgar Button Deployment
Enables the user to deploy or remove a Bomgar Button while in a session. Locations available for deployment depend on the
Bomgar Button settings above. If Not Defined, this option will be set by the next lower priority policy. This setting may be overridden
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by a higher priority policy.
Jump Clients Pinning/Unpinning
Enables the user to pin or unpin a Jump Client while in a session. Locations available for deployment depend on the Jump Client
settings above. If Not Defined, this option will be set by the next lower priority policy. This setting may be overridden by a higher
priority policy.
Chat
Chat
Enables the user to chat with the remote customer. If Not Defined, this option will be set by the next lower priority policy. This setting
may be overridden by a higher priority policy.
Allowed to push URLs to the customer's web browser
Enables the user to enter a URL into the chat area and then click the Push URL button to automatically open a web browser to that
address on the remote computer.
Allowed to send files using the chat interface
Enables the user to send files via the chat interface.
Login Schedule
Restrict representative log into the following schedule
Set a schedule to define when users can log into the representative console. Set the time zone you want to use for this schedule,
and then add one or more schedule entries. For each entry, set the start day and time and the end day and time.
If, for instance, the time is set to start at 8 am and end at 5 pm, a user can log in at any time during this window but may continue to
work past the set end time. They will not, however, be allowed to log back in after 5 pm.
Force logout when the schedule does not permit login
If stricter access control is required, check this option. This forces the user to log out at the scheduled end time. In this case, the user
receives recurring notifications beginning 15 minutes prior to being disconnected. When the user is logged out, any owned
sessions will follow the session fallback rules.
Memberships
Support Teams
Designates the teams to which users in this group should be added. If a user is in another group that adds users to a team but you
do not want users in this group to be on that team, set this policy to remove users from that team. Users added manually to a team
cannot be removed via group policy.
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Jumpoints
Designates Jumpoints to which users in this group have access.
For group policies only, if a user is in another group that gives access to a Jumpoint but you do not want users in this group to have
access to that Jumpoint, set this policy to remove users from that Jumpoint. Users added manually to a Jumpoint cannot be
removed via group policy.
Save Policy
Click Save Policy to put the policy into effect.
Export Policy
You can export a group policy from one site and import those permissions into a policy on another site. Edit the policy you wish to
export and scroll to the bottom of the page. Click Export Policy and save the file.
Note: When exporting a group policy, only the policy name, account settings, and permissions are exported. Policy members,
team memberships, and Jumpoint memberships are not included in the export.
Import Policy
You may import exported group policy settings to any other Bomgar site that supports group policy import. Create a new group
policy or edit an exiting policy whose permissions you wish to overwrite, and scroll to the bottom of the page. Browse to the policy
file and then click Import Policy. Once the policy file is uploaded, the page will refresh, allowing you to make modifications; click
Save Policy to put the group policy into effect.
Note: Importing a policy file to an existing group policy will overwrite any previously defined permissions, with the exception of
policy members, team memberships, and Jumpoint memberships.
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
Kerberos Keytab: Manage the Kerberos Keytab
Kerberos Keytab Management
Bomgar supports single sign-on functionality using the Kerberos authentication protocol. This enables users to authenticate to the
Bomgar Appliance without having to enter their credentials. Kerberos authentication applies both to the /login web interface and to
the representative console.
To integrate Kerberos with your Bomgar Appliance, you must have a Kerberos implementation either currently deployed or in the
process of being deployed. Specific requirements are as follows:
l
l
l
You must have a working Key Distribution Center (KDC) in place.
Clocks must be synchronized across all clients, the KDC, and the Bomgar Appliance. Using a Network Time Protocol server
(NTP) is an easy way to ensure this.
You must have a Service Principal Name (SPN) created on the KDC for your Bomgar Appliance.
Configured Principles
The Configured Principals section lists all of the available SPNs for each uploaded keytab.
Once you have available SPNs, you can configure a Kerberos security provider from the Security Providers page and define
which user principals may authenticate to the Bomgar Appliance via Kerberos.
Import Keytab
Upload
Export the keytab for the SPN from your KDC and upload it to the Bomgar Appliance via the Import Keytab section of this page.
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Licensing: Assign Representatives to License Pools
Full Support License Pools
Configure license pools to reflect the structure of your support organization and ensure that each pool has the exact number of
licenses to which it is entitled. The table shows the number of reserved licenses and the maximum number of licenses allowed for
each pool, along with the number of users who are assigned to this pool. Note that this number does not reflect users assigned via
group policy or invited representatives.
Create New License Pool, Edit, Delete
Create a new pool, modify an existing pool, or remove an existing pool.
License Pool :: Add or Edit
Name
Create a unique name to help identify this pool. This name should help administrators assign users or groups to a license pool.
Description
Add a brief description to summarize the purpose of this pool.
Reserved Licenses
The number of licenses which should be reserved for this pool. If all other licenses are in use and a representative who is not part of
this pool tries to log into the representative console, then they will be denied login. The note beneath shows how many unreserved
licenses are still available and can be assigned.
Maximum Licenses
The maximum number of licenses which can be consumed by users of this pool. If the maximum number of licenses are already in
use by users of this pool, then if another representative who is part of this pool attempts to log into the representative console, they
will be denied login. If you do not wish to set a maximum, leave this number at 0.
Invited Rep License Pool
Same as inviting rep
When a representative sends a rep invite to an external representative, the invited representative should consume a license from
the same pool as the representative who sent the request.
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Use the following pool for all invited reps
When a representative sends a rep invite to an external representative, the invited representative should consume a license from
the specified pool. If this is set to None, then the license used will be drawn from the unreserved licenses.
License Usage Notification
Enable License Threshold Alerts
Receive an email when the number of licenses in use reaches the threshold specified below.
License Threshold Alert Options
Set the license threshold to a total number or a percentage of licenses in use. Set the minimum length of time that must elapse
before another email can be sent.
Enable Login Denied Alerts
If checked, an email alert is sent whenever a representative is unable to log in due to insufficient licenses, insufficient reserved
slots, or the maximum license limit being reached.
License Alert Contact
Enter one or more email addresses to which emails should be sent. Separate addresses with a space. This feature requires valid
SMTP configuration for your appliance, set up on the /login > Management > Email Configuration page.
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
Reports
Support: Report on Session Activity
Reports :: Support
Administrators and privileged users can generate broad, comprehensive reports and also apply specific filtering to customize
reported information based on clear-cut needs.
Report Type
Generate activity reports according to four separate report types: Session, Summary, Customer Exit Survey, and Representative
Survey.
Filters
Apply filtering options as needed to derive more customized reports from the basic report types. Enable one or more filters as you
wish, but only sessions that match all filters selected will be shown.
Session ID or Sequence Number
This unique identifier requires that you specify the ID (LSID) or sequence number for the single session you seek. This is often
helpful if you have an external ticketing system or CRM integration. You cannot combine this filter with others.
Date Range
Select a start date for which to pull reporting data. Then select either the number of days for which to pull your report or an end date.
Customer
Filter sessions by customer name, company name, computer name, public IP, or private IP.
Representative
Use the dropdown to choose the type of representative participation you want to include. Choose sessions where any
representative joined, no representative joined, or a specific representative participated, or where any representative within a team
participated, including sessions that were never associated with the specified team.
Team/Embassy
Use the dropdown to choose the type of team or embassy participation you want to include. Choose sessions that were assigned to
at least one team or embassy, sessions that were never assigned to a team or embassy, or sessions that were assigned to a
specific team or embassy.
Public Site
Filter to focus your reporting on a specific public site.
External Key
Filter to report sessions that used the same specific external key.
Include only completed sessions
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Filter to include only sessions that have been completed. This excludes sessions that are still running.
Group By (Visible Only for Summary Reports)
Choose to group summary report data by representative, by team/embassy, or by public site.
Support Session Report
View all sessions that match the criteria specified on the previous page. Session reports include basic session information along
with links to session details, chat transcripts, and video recordings of screen sharing, Show My Screen, and command shells.
Support Session Detail
Session reports detail a record of the full chat transcript, the number of files transferred, and the permissions requested and
granted. Other information includes the public site through which the session was run, session duration, local and remote computer
names and IP addresses, and remote system information (if enabled). Reports can be viewed online or downloaded to your local
system.
If session recording is enabled, view a video playback of individual sessions, including captions of who was in control of the mouse
and keyboard at any given point during the session. Similarly, if Show My Screen recording is enabled, view and download videos
of the representative's system during a Show My Screen session. If command prompt recording is enabled, you can also view
recordings of all command shells run during the session. All recordings are stored on the Bomgar Appliance in a raw format and
are converted to compressed format when viewed or downloaded.
Support Summary Report :: By Rep, By Team/Embassy, or By Public Site
Summary reports provide an overview of activity over time, categorized by representative, team, or public site. Statistics include the
total number of sessions run, the average number of sessions per weekday, and the average duration of sessions.
Customer Exit Survey or Representative Survey Report
View reports of answers to your custom surveys, delimited by public site. A column will be added for each question you include on
your surveys and will be titled according to the name designated in the Report Header field. For multiple-choice questions, the
Logged Value will be displayed as the answer. If representatives are also given access to the representative survey during the
session, and the administrator has used it to create a detailed workflow, those questions and/or fields, along with the
representative's responses, are also displayed on the report.
Reports :: Team/Embassy Activity
Range Start, Duration, Range End
Select a start date for which to pull reporting data. Then select either the number of days for which to pull your report or an end date.
Limit To
Choose the team or embassy for which you want to view activity logs.
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Team Activity Report
View all team or embassy activity that matches the criteria specified on the previous page. Team activity reports include information
about users as they log in or out of the representative console, chat messages sent between team members, rep-to-rep screen
sharing actions as logged in chat, and files shared and downloaded.
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Presentation: Report on Presentation Activity
Reports :: Presentations
Range Start, Duration, Range End
Select a start date for which to pull reporting data. Then select either the number of days for which to pull your report or an end date.
Presentation Report :: All Presentations
View all presentations that match the criteria specified on the previous page. Presentation reports include basic presentation
information along with links to presentation details, chat transcripts, and video recordings.
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Licensing: Report on Peak License Usage
Reports :: Peak Utilization Report
Range Start, Duration, Range End
Select a start date for which to pull reporting data. Then select either the number of days for which to pull your report or an end date.
Group By
Choose to group peak license utilization report data by hour, day, or month.
License Usage Report :: Hourly, Daily, or Monthly
View reports of peak license usage times. Data is added to this report when at least 90% of your Bomgar licenses are in use. View
the number of logged in representatives, the number of representatives in extended availability mode, and the total number of
licenses in use.
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Public Portals
Public Sites: Customize the Support Portal
Public Portals :: Public Sites
Configure one or more public sites for your Bomgar Appliance. A public site is a web site where your customers can start a session
and through which all session traffic will be directed.
Add New Site, Edit, Delete
Create a new site, modify an existing site, or remove an existing site.
Public Site :: Add or Edit
Name
Create a unique name to help identify this site. This name helps you determine the public portal through which a customer entered.
The default site name cannot be changed.
Site Addresses
Each site must have at least one DNS or IP address that resolves to your Bomgar Appliance. Multiple hostnames can direct to one
site, but one hostname cannot be used for multiple sites.
Default Bomgar Button Profile
Choose which Bomgar Button profile to use for this public site, either the default profile or a customized profile. The button profiles
are configured from the Configuration > Bomgar Buttons page.
Public Template
Configure the page design and layout by selecting a public web template, configured from the Public Portals > HTML Templates
page.
Display Customer Notices
You can opt to display customer notices on the public site. If this option is selected, the notices are displayed on the public portal,
warning customers of potential problems they may be experiencing and for which no support may be needed at this time. This way
customers never enter the support queue, thus allowing representatives to dedicate their attention to customers who need
assistance. Customer notices are configured on the Public Portals > Customer Notices page.
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Note: The same customer notice can be used across several sites, or on a custom portal. The XML for the public portal contains
a section where all current notifications are shown. This ensures that messages are always in sync across several sites.
Use Representative List
The representative list displays the names of all logged-in representatives, sorted according to display number. When a customer
clicks a name and runs the customer client, a session immediately appears in that representative’s personal queue.
Choose if this session initiation option should be available for this support portal. Select if this option should be enabled for the
public site and the API, enabled for the API but hidden on the public site, or disabled.
Note: A representative giving a presentation will by default be removed from the representative list, although this exclusion from
the representative list can be overridden by selecting Showing on Representative List from the representative console.
Display Help Text
Choose if you would like to display help text for this option on the public site. You may customize the text displayed. To revert to the
default text, delete the text from the field and then save the blank field.
Start Session Using Click-To-Chat
Choose if sessions started with this method should begin with click-to-chat, starting as web-based chats rather than with the full
customer client.
Use Presentation List
The presentation list displays active presentations. For a presentation to be listed here, the representative must have started the
presentation and selected to show the presentation on the public site. When a customer clicks a presentation name and runs the
client, they will immediately join that presentation.
Display Help Text
Choose if you would like to display help text for this option on the public site. You may customize the text displayed. To revert to the
default text, delete the text from the field and then save the blank field.
Use Session Keys
You can generate a session key for a support session or presentation and give it to your customer beforehand, requesting them to
submit it on your public site. Running the customer client from a session key places the customer in the queue with the
representative who generated the key.
Choose if this session initiation option should be available for this support portal. Select if this option should be enabled for the
public site and the API, enabled for the API but hidden on the public site, or disabled.
Display Help Text
Choose if you would like to display help text for this option on the public site. You may customize the text displayed. To revert to the
default text, delete the text from the field and then save the blank field.
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Start Session Using Click-To-Chat
Choose if sessions started with this method should begin with click-to-chat, starting as web-based chats rather than with the full
customer client.
Prompt before downloading the Bomgar Support Customer Client
Checking the option to prompt the customer requires the remote user to confirm that they would like to start a support session or join
a presentation before beginning the Bomgar client download. If this option is unchecked, the client download begins as soon as the
customer submits the session key or follows the session key link.
Use Issue Submission Survey
Your customer can fill out an issue submission survey to request support.
Choose if this session initiation option should be available for this support portal. Select if this option should be enabled for the
public site and the API, enabled for the API but hidden on the public site, or disabled.
If you set the survey to display common issues, your customer can select the type of problem they are experiencing. Then they will
be placed in queue for the team that owns the selected issue.
If you set the survey to list available representatives, your customer will be placed in the selected representative’s personal queue.
Note that all representatives are displayed, regardless of team membership.
Display Issues for All Teams
Select Display Issues for All Teams to list all configured issues, or select the teams whose issues you want to display on this site.
Display Company Code on the Issue Submission Survey
Display a company code field, which can be helpful with issue tracking.
Display Help Text
Choose if you would like to display help text for this option on the public site. You may customize the text displayed. To revert to the
default text, delete the text from the field and then save the blank field.
Start Session Using Click-To-Chat
Choose if sessions started with this method should begin with click-to-chat, starting as web-based chats rather than with the full
customer client.
Note: Another support session type is collaborative browser sharing, which allows your customer to click a link from a website
to enable you to view and annotate only the remote web browser. Collaborative browser sharing must be configured using the
Bomgar API. See the API Programmer's Guide for detailed instructions.
Enable Post-Session Landing Page
Choose per site whether to display a customer exit survey on the Bomgar landing page, to redirect your customer to an external
URL, or not to send your customer to any landing page.
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Displayed Questions
If you enable the Bomgar landing page, select which questions should appear in this site's survey. Questions are configured on the
Public Portals > Exit Surveys page.
Enable Customers to Download Chat Transcript and/or Session Recording
If you enable the Bomgar landing page, you also may choose to provide the customer with a link to download the chat transcript
and/or the video recording of the session.
External Landing URL
If you enable a custom landing page, set the external landing URL to which customers should be directed after a support session.
Enable Representative Survey
You can choose to display a representative survey. The survey will display when a session is completed. It is also possible to allow
the representative access to the survey during a session. This option allows administrators to use the survey to create detailed
workflows containing external web links with resources, as well as to ensure that representatives record specific information or
follow a preset number of support steps.The option to display the survey during a session is configured on the Public Portals > Exit
Surveys page.
Displayed Questions
If you enable a representative survey, select which questions to display. Questions are configured on the Public Portals > Exit
Surveys page.
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HTML Templates: Customize the Web Interface
Public Site Web Template
Customize your public site’s HTML to be consistent with the rest of your web site.
Current Template
At the top of the page, select an existing template that you want to edit or select Add New Template to create a new template.
Template Name
When creating additional templates, give each a unique name to identify it for further editing or to apply it to a public site.
Template HTML
Macros replace real-time data such as the session initiation options and the language selection dropdown. This enables you to
position these elements anywhere on the page.
Bomgar recommends leaving the public site unaltered unless you have a working knowledge of HTML format.
Revert to Factory Default HTML
After customizing the site, you can return the public site to its original state by clicking Revert to Factory Default HTML at the
bottom of the coding window.
Help Icon
Upload
You can upload a new image to serve as the help icon on the public portal.
Revert to Factory Default Icon
To restore Bomgar’s original help icon for a template, click the Restore to Factory Default Icon button.
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Customer Notices: Create Messages for the Customer Notification System
Customer Notices
Notify customers, as they are requesting support, of broadly impacting IT outages to avoid flooding your Bomgar representatives.
These messages can be set to expire at a pre-determined time and applied to one or more public portals.
Once created, customer notices can be displayed either in the public portal, so that customers get the information they need before
even attempting to initiate a session, or in the customer client chat window, so they appear at the beginning of a session.
Administrators and authorized representatives can create up to 10 messages per portal, with each message allowed up to 1,020
characters.
Although messages are not configurable per language, you can create different messages for the languages supported on the
same portal.
Administrators can create and edit customer notices and also can grant this right to representatives without administrative
privileges.
Add New Customer Notice, Edit, Delete
Create a new notice, modify an existing notice, or remove an existing notice.
Send
Push a customer notice to all holding sessions.
Add or Edit Customer Notice
Name
Create a unique name to help identify this notice. This name is not displayed to the customer. Although HTML tags are not allowed,
you can use BBCode to do some low level formatting, such as adding bold, colors or hyperlinks. Clicking on Supported BBCode
Formatting displays a list of codes and their resulting applications.
Notice Text
Create the text that will display in the customer chat or on the public portal. Although HTML tags are not allowed, you can use
BBCode to do some low level formatting, such as adding bold, colors or hyperlinks. Clicking on Supported BBCode Formatting
displays a list of codes and their resulting applications.
Note: Messages should be relatively short so they can be viewed without much scrolling in the customer client windows. This
applies to both the native client and click-to-chat modes.
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Expires On
Enter a date for the notice expiration. If you select Never Expires the notice will remain on your site until it is manually deleted.
Expired notices are automatically deleted 24 hours after their expiration date.
Public Sites
If you have more than one public site, select which ones will display the notice. You can select multiple portals.
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File Store: Upload Resource Files
File Store :: About
Use the online file store to save files you need to reference from your HTML template, such as image files and style sheets. You can
also use the file store as a central point of access for files frequently needed during support sessions.
File Store :: Accessibility
Show File Listing for File Store at /files
If this option is checked, any files uploaded here are accessible by browsing to your support site hostname followed by /files (e.g.,
support.example.com/files).
View the File Store
If the option above is checked, click this button to view your online file store.
File Store Statistics
View the number of files uploaded, the maximum capacity available, and the maximum file size.
File Store :: Upload
Upload
Browse for files and upload them to your file store.
File Store :: Contents
Files in File Store
View a list of files uploaded to your file store.
Delete Selected Files
Select one or more files from the list above and click this button to remove those files from your file store.
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Apple iOS: Add Apple Configuration Profiles
Apple iOS :: Configuration Profiles
Bomgar supports distribution of Apple iOS configuration profiles, allowing support representatives to offer public and private,
administrator-configured profiles to iOS device users for downloading to their iPhone®, iPad™ and iPod touch® devices.
IMPORTANT!
To ensure that configuration profiles are downloaded to iOS devices over an encrypted HTTPS connection, you must check the
Force Public Site to Use SSL checkbox on the Management > Security page of the /login administrative interface. Otherwise,
profile downloads will occur over unencrypted HTTP connections.
To administer Apple iOS settings, you must use an admin account. To create or modify Apple iOS configuration profiles, you must
have the user account permission Allowed to Edit iOS Profiles. For a representative to give customers access to private
configuration profiles, they must have the account permission Allowed to generate access keys for sending iOS profiles. In the
/login administrative interface, select Users & Security > Users and/or Group Policies to modify account permissions.
After setting up and exporting a configuration profile from Apple’s free iPhone Configuration Utility, use the /login administrative
interface in Bomgar to make the profile available. You may find the iPhone Configuration Utility on Apple's iPhone Support web site.
Add New Profile, Edit, Delete
Create a new profile, modify an existing profile, or remove an existing profile.
Add or Edit iOS Configuration Profile
Name
Create a unique name to help identify this profile. This iOS configuration profile name should help the user select the right profile
when browsing your support portal.
File
Upload the Apple iOS Profile you created with the iPhone Configuration Utility software. Note that the underlying Apple iOS Profile
must be altered to change the contents of the iOS device profiles you wish to distribute to iOS device users.
Description
Add a brief description to summarize the purpose of this profile.
Public
Check the Public checkbox to make the profile appear in a list visible to any iOS user that browses your public portal. Note that the
iOS users will not see a traditional representative list or issue submission dialog when browsing the public portal.
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Leaving the Public checkbox unchecked allows you to restrict access to the iOS Profile you created. To download private profile
content, users must enter an access key you generate in the representative console.
Apple iOS :: Settings
Public Site
From the dropdown, select the public site for which you want to configure settings.
iOS Configuration Profiles Link Enabled
If this option is checked, customers on iOS devices will see a link to the iOS configuration profiles portal when they access the
public site. This page displays any public profiles you have available, and it provides a text entry box where customers can submit
an access key their representative has provided, directing the customers to a private configuration profile.
Apple iOS :: Portal
Title
Customize the title of the iOS portal page. You can localize this text for any languages you have enabled. To revert to the default
text, delete the text from the field and then save the blank field.
Message
Customize the text that will display on the iOS portal page. You can localize this text for any languages you have enabled. To revert
to the default text, delete the text from the field and then save the blank field.
Apple iOS :: Invitation Email
When a representative generates an Apple iOS profile access key from the representative console, the access key can be sent in
an email to the iOS user.
Subject
Customize the subject of this email. Use any of the macros listed below this field in the /login page to customize the text for your
purposes. You can localize this text for any languages you have enabled. To revert to the default text, delete the text from the field
and then save the blank field.
Message
Customize the body of this email. Use any of the macros listed below this field in the /login page to customize the text for your
purposes. You can localize this text for any languages you have enabled. To revert to the default text, delete the text from the field
and then save the blank field.
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Surveys: Enable the Customer Exit Survey and Representative Survey
Customer Exit Survey or Representative Survey
Configure questions to implement in customer and representative surveys, useful in monitoring satisfaction levels and incident
resolution rates. Questions are assigned to a support site’s surveys from the Public Portals > Public Sites page.
Allow representatives to modify the survey during a support session
Allow the representative to have access to the survey during a session. Administrators can use the survey to create detailed
workflows containing external web links with resources, as well as to ensure that representatives record specific information or
follow a preset number of support steps.
Add New Question, Edit, Delete
Create a new question, modify an existing question, or remove an existing question.
Preview Survey
Preview how all survey questions will appear to your customers. Previewing the representative survey shows the basic format,
though styles appear differently in the representative console.
Customer Exit Survey or Representative Survey :: Add New Question
Question Type
Choose from several types of questions, including radio buttons, check boxes, dropdown menus, text boxes, and text areas.
Question Text
Enter the question text as you would like it to appear on the survey.
Question Name
Assign the question a name for internal formatting.
Report Header
Assign the question a header to identify it on your survey reports.
Answer Required
For representative surveys, set if the representative should be required to answer the question before closing the session.
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CSS Style
You may define a CSS style for a customer exit survey question. This options is provided for web development. Users unfamiliar
with HTML and CSS are recommended to leave these fields blank.
CSS Classes
You may define CSS classes for a customer exit survey question. This options is provided for web development. Users unfamiliar
with HTML and CSS are recommended to leave these fields blank.
HTML ID
You may define an HTML ID for a customer exit survey question. This options is provided for web development. Users unfamiliar
with HTML and CSS are recommended to leave these fields blank.
Allow Multiple Selections
For a dropdown menu, you can choose to allow multiple selections.
Size of Text Box
For a text box, set the size of the text entry field.
Max # of Chars in Answer
For a text box, set the maximum number of characters that can be entered.
Text Area Size
For a text input area, set the size of the text entry field.
Display Order
Choose the order in which you would like the question to appear on the survey. Lower numbers appear first.
Default Value
For a text box or text input area, you may insert default text into the field.
Appear on the Default Public Site
If you select this option, this question will automatically be added to the survey for your default support site. Because only ten
questions can appear on any given survey, you will receive an error if you attempt to save a question that would exceed this limit on
your default site survey. To create a question for use on another survey, deselect the check box and then save.
Display Value
For each option available to a radio button group, a check box group, or a dropdown menu, assign a display value that will appear
to the customer.
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Logged Value
For each option available to a radio button group, a check box group, or a dropdown menu, assign a logged value that will be
saved in the exit survey reports.
Selected by Default
For a radio button group, a check box group, or a dropdown menu, you can choose to have an option selected by default.
Display Order
For a radio button group, a check box group, or a dropdown menu, set the order in which these options will appear below the
question.
Sort Ascending
For a radio button group, a check box group, or a dropdown menu, sort the options in ascending order.
Sort Descending
For a radio button group, a check box group, or a dropdown menu, sort the options in descending order.
Add Option
Add multiple options to a radio button group, a check box group, or a dropdown menu
Preview Question
Preview how this survey question will appear to your customers. Previewing a representative survey question shows the basic
format, though styles appear differently in the representative console.
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
Customer Client: Modify the Invitation Email, Display Options, Connection
Options
Select a different public site to edit
From the dropdown, select the public site for which you want to configure settings.
Customer :: Invitation Email
Create a custom email message with unique support session instructions for each public site.
From Address
As an option, you can use the From Address field to set up system-generated email invitations instead of an invitation that uses the
representative's local email client. If configured in this manner, session invitations are sent from a centralized, system-wide address
(e.g., "admin@support.example.com"). This may be particularly useful if your representatives have enterprise email restrictions due
to safety or privacy concerns. If the From Address field is left blank, the emails will use the "from address" as configured on the
Email Configuration page.
Note: To enable system-wide emails, make sure that Enable server-side emails for support invitations is checked on the
/login > Configuration > Options page.
Subject
Customize the subject of this email. Use any of the macros listed below this field in the /login page to customize the text for your
purposes. You can localize this text for any languages you have enabled. To revert to the default text, delete the text from the field
and then save the blank field.
Body
Customize the body of this email. Use any of the macros listed below this field in the /login page to customize the text for your
purposes. You can localize this text for any languages you have enabled. To revert to the default text, delete the text from the field
and then save the blank field.
Customer Client :: Display Options
Show Prompts
To set how prompts appear to your customers during a support session, choose to show prompts as text links in the chat window or
as pop-ups above the chat window. The pop-up option does not apply to mobile clients or click-to-chat sessions.
Start Customer Client in
Set the customer client to start with the chat area minimized or expanded.
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Start Customer Client Minimized for Attended Sessions
Choose to unobtrusively start the customer client minimized and without taking focus in customer-initiated sessions.
When pinning a Jump Client, set the default behavior such that Customer Clients launched from that Jump Client
will start minimized
Choose to unobtrusively start the customer client minimized and without taking focus in Jump Client sessions.
Start Customer Client Minimized for Sessions started via local Jump or Jumpoint
Choose to unobtrusively start the customer client minimized and without taking focus in local Jump or Jumpoint sessions.
Display Customer Agreement Before Full Client Sessions
Customize the text of this agreement. You can localize this text for any languages you have enabled. To revert to the default text,
delete the text from the field and then save the blank field.
Title
Customize the title of the agreement. The end-user will see this in the title bar of the prompt. You can localize this text for any
languages you have enabled. To revert to the default text, delete the text from the field and then save the blank field.
Text
Provide the text for the full-client customer agreement. You can localize this text for any languages you have enabled. To revert to
the default text, delete the text from the field and then save the blank field.
Display Customer Agreement Before Click-to-Chat Sessions
Enable an agreement that the customer must accept before entering a click-to-chat session.
Text
Provide the text for the click-to-chat customer agreement. You can localize this text for any languages you have enabled. To revert
to the default text, delete the text from the field and then save the blank field.
Acceptance Timeout
If the customer does not accept the agreement within the set Acceptance Timeout, the session will end. This applies to both fullclient and click-to-chat sessions.
Display Session Recording Prompt Before Full Client Sessions
If this option is checked, then at the beginning of a session, the customer will be prompted to allow session recordings. If the
customer allows recordings, then the session will be recorded as configured for this public portal. If the customer refuses
recordings, then the session will continue, but no recordings will be made. This applies to screen sharing recordings, command
shell recordings, and system information logging.
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Display Customer Notices in Customer Client
If this option is checked, then until the session is accepted, the customer client will display both customer notices already active
when the session was requested as well as customer notices created and sent. Following each notice will be a link to end the
session if the notice addresses a known problem for which the customer was requesting support.
Display Customer Greeting Before Session
The customer greeting appears within the chat window once the session is in queue. You can localize this text for any languages
you have enabled. To revert to the default text, delete the text from the field and then save the blank field.
Let customers know their session status by providing them with feedback regarding their position in queue and estimated wait time.
Providing customers with this information creates a better chance they will stay in the queue and get the service they need.
Wait time and position are calculated per queue. A customer's position in queue is determined by the age of the session on a first
come, first served basis. The wait time is estimated using the most recent sample of sessions that came through the queue and
were answered by a representative. A minimum of five sessions is needed to provide enough data for a reliable wait time
calculation.
Messages are configured using macros. Copy the %POSITION_IN_QUEUE% and %ESTIMATED_WAIT_TIME% macros into the
text box.
Note: The macros expand into full sentences describing the customer's position in the queue, as well as the estimated amount
of time the customer has to wait.
Display On-Hold Message
The on-hold message displays at intervals until a representative accepts the session. You can localize this text for any languages
you have enabled. To revert to the default text, delete the text from the field and then save the blank field.
Let customers know their session status by providing them with feedback regarding their position in queue and estimated wait time.
Providing customers with this information creates a better chance they will stay in the queue and get the service they need.
Wait time and position are calculated per queue. A customer's position in queue is determined by the age of the session on a first
come, first served basis. The wait time is estimated using the most recent sample of sessions that came through the queue and
were answered by a representative. A minimum of five sessions is needed to provide enough data for a reliable wait time
calculation.
Messages are configured using macros. Copy the %POSITION_IN_QUEUE% and %ESTIMATED_WAIT_TIME% macros into the
text box.
Note: The macros expand into full sentences describing the customer's position in the queue, as well as the estimated amount
of time the customer has to wait.
On Hold Message Interval
Set the number of minutes to wait between sending each on-hold message.
Maximum Estimated Wait Time
Set the maximum time to display as the expected wait time for a customer's session to be accepted by a representative. If the
average wait time is longer than this number, the message will read, "Your estimated wait time is more than x minutes".
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Click-to-Chat Elevation Prompt
When elevating from a click-to-chat session to the full customer client, the customer must accept a prompt. Customize the text to
display, notifying the customer of the need to run an application and of the additional functionality of the full customer client. You
can localize this text for any languages you have enabled. To revert to the default text, delete the text from the field and then save
the blank field.
Display Orphaned Session Message
If a customer requests a session when no representatives are available, an orphaned session message can be displayed. You can
localize this text for any languages you have enabled. To revert to the default text, delete the text from the field and then save the
blank field.
And Open This URL
If a session is orphaned, the customer's web browser can be automatically opened to a specified URL, such as a knowledge base
or contact page.
Show on-screen indicator when representative is in session with the customer
Choose to display a semi-transparent message on the remote screen to indicate that the computer is being supported.
Show public site hostname in window title
You may show or hide your public site hostname in the customer client title bar.
Customer Client :: Chat Window Banner
Upload
Upload an image banner for the client window. This image must be a 256-color (8-bit) Windows Bitmap file (BMP) and must be 480
pixels wide. The recommended image height is 40 pixels. As soon as you upload a new banner, all new sessions use that image.
Currently running sessions are not be affected.
Revert to Default
Revert to the default banner. As soon as you revert to the default, all new sessions use that image. Currently running sessions are
not affected.
Customer Client :: Session Policy
Session Policy
Assign a session policy to sessions associated with the public site selected at the top of this page. This session policy may affect
the permissions allowed in sessions started through this site.
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Customer Client :: Logging Options
Enable Screen Sharing Recording
For the public site selected at the top of this page, choose if you want to record screen sharing sessions. You can enable or disable
recordings, or you can use the site-wide setting configured on the Configuration > Options page. This setting may be overridden by
customer preference as configured above by the setting Display Session Recording Prompt Before Full Client Sessions.
Enable Command Shell Recording
For the public site selected at the top of this page, choose if you want to record command shell sessions. You can enable or disable
recordings, or you can use the site-wide setting configured on the Configuration > Options page. This setting may be overridden by
customer preference as configured above by the setting Display Session Recording Prompt Before Full Client Sessions.
Enable Automatic Logging of System Information
For the public site selected at the top of this page, choose if you want to automatically log system information at the beginning of a
session. You can enable or disable recordings, or you can use the site-wide setting configured on the Configuration > Options
page. This setting may be overridden by customer preference as configured above by the setting Display Session Recording
Prompt Before Full Client Sessions.
Customer Client :: Post-Session Behavior
Custom Uninstall Message
After a session is complete and if a Jump Client is not installed, customers will be notified that the Bomgar software has been
uninstalled. You can localize this text for any languages you have enabled. To revert to the default text, delete the text from the field
and then save the blank field.
Customer Client :: Connection Options
Reconnect Timeout
Determine how long a disconnected customer client should attempt to reconnect.
Restrict customer access to the computer if the customer client loses its connection or if all of the representatives
in a session are disconnected
If the session connection is lost, the remote system's mouse and keyboard input can be temporarily disabled, resuming either when
the connection is restored or when the session is terminated.
Session Termination Behavior
If unable to reconnect within the time you set by Reconnect Timeout, choose what action to take. To prevent an end-user from
accessing unauthorized privileges after an elevated session, set the client to automatically log the end user out of the remote
Windows computer at session end, to lock the remote computer, or to do nothing.
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Allow reps to override this setting per session
You can allow a user to override the session termination setting from the Summary tab in the console during a session.
Customer Client :: Click-to-Chat HTML
The following HTML will be inserted in the <head> element of the HTML Click-to-Chat client
You can allow users with the Allowed to edit public sites permission to insert custom HTML code into the <head> element of the
page that renders the HTML5 click-to-chat client.
Customer Client :: Miscellaneous Options
Automatic Elevation
Select how to handle elevation of the customer client on a remote Windows system. If Never attempt to elevate is selected, the
customer client will never attempt to run with administrative rights unless the representative expressly requests elevation. If you
have selected Attempt to elevate only if doing so will not prompt the customer, then the customer client will attempt to run as an
administrator, but only if doing so will not prompt the remote user for permission. If Always attempt to elevate is selected, then the
customer client will always attempt to run as an administrator; at the beginning of a session, the remote customer may receive a
prompt to allow elevation.
Allow the customer to limit applications shared during screen sharing when not expressly required to do so
If you choose to allow the customer to limit applications shared, your customer will have the option to define which applications you
can or cannot view during a screen sharing session. If this option is deselected, customers will receive this option only if the
representative specifically requests or is only allowed to request limited control.
Allow the customer to offer files using the chat interface
If you need to prevent file transfers from customer to representative, you can disable the customer's ability to offer files during chat
sessions.
Allow the rep to override a customer's disabled Ctrl-Alt-Del (CAD) injection policy (only Windows Vista® and
above)
When supporting Windows Vista or above, the representative may attempt to override a customer’s disabled Secure Attention
Sequence injection policy in order to send a Ctrl-Alt-Del command.
Allow customer client to temporarily disable hardware acceleration during screen sharing
You may permit the customer client to detect when a video card driver is causing very high CPU usage on the remote computer; if
so detected, the customer client may temporarily disable hardware acceleration during screen sharing to speed the remote support
connection.
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Presentation: Modify the Invitation Emails and Display Options
Presentation Attendee :: Scheduled Presentation Invitation Email
Note: Currently, only one presentation attendee client configuration is available. Presentation attendee clients cannot be
configured per public site.
Send an email inviting attendees to a presentation scheduled for the future.
Subject
Customize the subject of this email. Use any of the macros listed below this field in the /login page to customize the text for your
purposes. You can localize this text for any languages you have enabled. To revert to the default text, delete the text from the field
and then save the blank field.
Body
Customize the body of this email. Use any of the macros listed below this field in the /login page to customize the text for your
purposes. You can localize this text for any languages you have enabled. To revert to the default text, delete the text from the field
and then save the blank field.
Presentation Attendee :: In Progress Presentation Invitation Email
Send an email inviting attendees to a presentation already in progress.
Subject
Customize the subject of this email. Use any of the macros listed below this field in the /login page to customize the text for your
purposes. You can localize this text for any languages you have enabled. To revert to the default text, delete the text from the field
and then save the blank field.
Body
Customize the body of this email. Use any of the macros listed below this field in the /login page to customize the text for your
purposes. You can localize this text for any languages you have enabled. To revert to the default text, delete the text from the field
and then save the blank field.
Presentation Attendee Client :: Display Options
Display Attendee Agreement Before Sessions
The Attendee Agreement is displayed before the Bomgar client download to ensure that your attendee is aware of the program’s
screen-sharing functionality.
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Title
Customize the title of the agreement. The end-user will see this in the title bar of the prompt. You can localize this text for any
languages you have enabled. To revert to the default text, delete the text from the field and then save the blank field.
Text
Customize the text of this agreement. You can localize this text for any languages you have enabled. To revert to the default text,
delete the text from the field and then save the blank field.
Display Customer Greeting Before Session
The Greeting welcomes your attendee, requests them to wait until the presentation begins, and provides audio conference details if
you have configured them in the representative presentation sidebar. You can localize this text for any languages you have
enabled. To revert to the default text, delete the text from the field and then save the blank field.
Expiration Timeout
Should the presenter fail to be online when the presentation is supposed to begin, the Expiration Timeout determines the length of
time the attendee will be allowed to wait before being disconnected.
Display Orphaned Attendee Message
Should the presenter fail to be online when the presentation is supposed to begin and does not join before the expiration timeout is
reached, attendees may be shown this message. You can localize this text for any languages you have enabled. To revert to the
default text, delete the text from the field and then save the blank field.
Show Hostname in Window Title
You may show or hide your public site hostname in the attendee client title bar.
Presentation Attendee Client :: Chat Window Banner
Upload
Upload an image banner for the client window. This image must be a 256-color (8-bit) Windows Bitmap file (BMP) and must be 480
pixels wide. The recommended image height is 40 pixels. As soon as you upload a new banner, all new sessions use that image.
Currently running sessions are not be affected.
Revert to Default
Revert to the default banner. As soon as you revert to the default, all new sessions use that image. Currently running sessions are
not affected.
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Presentation Attendee Client :: Post-Session Behavior
Custom Uninstall Message
At the end of the presentation, your attendee will be notified that Bomgar has been uninstalled. You can localize this text for any
languages you have enabled. To revert to the default text, delete the text from the field and then save the blank field.
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Localization
Languages: Manage Installed Languages
Languages
Bomgar currently supports English, German, Latin American Spanish, EU Spanish, Finnish, EU French, Italian, Dutch, Brazilian
Portuguese, EU Portuguese, Swedish, Turkish, Japanese, Simplified Chinese, and Traditional Chinese. Bomgar supports
international character sets.
Note: Because of translation scheduling, language packs trail slightly behind the English release of any new software version.
Also note that for some features localization is limited to 1-byte characters. The use of 2-byte characters (certain language
packs) may change expected behavior of some features. The Bomgar Jumpoint Configuration interface is not available in
translation at this time.
Enabled
If more than one language package is installed, check the box for each language you want to enable. Checking the option makes
that language available from the dropdown in the administrative interface, the representative console, and the public site.
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Management
Software Management: Download a Backup, Upgrade Software
Software :: Backup Settings
It is an important disaster recovery best practice to save a backup copy of your software settings regularly. Bomgar recommends
backing up your Bomgar Appliance configuration each time you change its settings. In the event of a hardware failure, a backup file
will speed time-to-recovery and, if necessary, allow Bomgar to provide you access to temporary hosted services while retaining the
settings from your most recent backup.
Backup Password
To password protect your software backup file, create a password. If you do choose to set a password, you will be unable to revert
to the backup without providing the password.
Include logged history
If this option is checked, your backup file will include session logs. If unchecked, session reporting data will be excluded from the
backup.
Download Backup
Save a secure copy of your software configuration. Save this file in a secure location.
Software :: Restore Settings
Backup File
Should you need to revert to a backup, browse to the latest backup file that you saved.
Backup Password
If you created a password for your backup file, enter it here.
Upload Backup
Upload the backup file to your Bomgar Appliance and restore your site's settings to those saved on the backup.
Note: Restoring the site backup does not revert the help icon to the image present at time of backup, nor does it remove any
files added since backup. Not all files are backed up, only the first 50 files under 200KB in size.
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Software :: Upload Update
Use Upload Software Update to manually upload new software packages from Bomgar. You will be asked to confirm that you wish
to upload the software package. The Uploaded Update section displays additional information to verify your uploaded package.
Click Install if you wish to complete the installation process, or Delete Update if you wish to clear the update staging area. If your
update package only contains additional licenses, you can install the update without restarting the appliance. After confirmation that
you wish to install, the page will display a progress bar to notify you of the overall installation progress. Updates made here will
automatically update all sites and licenses on your Bomgar Appliance.
Note: Your Bomgar Appliance administrative can also use the Check for Updates feature of the appliance interface to
automatically search for and install new software packages.
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Security: Manage Security Settings
Security :: Options
Minimum Password Length
Set rules for local user accounts regarding the length of passwords.
Require Complex Passwords
Set rules for local user accounts regarding the complexity of passwords.
Default Password Expiration
Set rules for local user accounts regarding how often passwords expire.
Enable Password Reset
Set rules for local user accounts regarding if a forgotten password can be reset after correctly answering a security question.
Enable Saved Logins
Allow or disallow the representative console to remember a user’s credentials.
Account Lockout After
Set the number of times an incorrect password can be entered before the account is locked out.
Terminate Session If Account Is In Use
If a user tries to log into the representative console with an account already in use, a checked Terminate Session box disconnects
the previous connection in order to allow the new login.
Log Out Idle Representative After
Set the length of time after which an inactive user is logged out of the representative console to free the license for another user.
Remove Representative from Session After Inactivity
This option effectively pushes a user out of a session after the period of inactivity you select. This helps Bomgar customers meet
compliance initiatives with inactivity requirements. The user is notified 1 minute prior to removal and may reset the timeout.
A user is considered active in a session if any files are being transferred, whether through the file transfer tab or the chat interface,
or if they click the mouse or press a key in the session tab. Mouse movement by itself does not count as activity. As soon as activity
stops, the inactivity timer begins.
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Allow Mobile Bomgar Representative Console and Bomgar Web Rep Console to Connect
Give users the option of accessing remote systems through the Bomgar representative console app for iOS and Android, as well as
through the web rep console, a browser-based representative console.
Maximum Session Key Timeout
Maximum Session Key Timeout sets the longest time for which a session key may remain valid. From the representative console,
a user can set the lifetime of each generated session key up to but no longer than the time defined on this page. If the customer
does not use the session key within the allotted time, the key will expire, and the user will need to issue a new session key in order
to run a session.
Display Thumbnail View in the Bomgar Representative Console
When supporting a customer with multiple monitors, Show Multi-Display Thumbnail View in the Bomgar Representative Console
allows the user to see thumbnail images of all available displays. These thumbnail images are not recorded in session recordings.
Uncheck this box to show rectangles rather than thumbnails.
Allow Representatives to Take Remote Screenshot
You can allow users to capture screenshots of the remote desktop from the representative console.
Allow Representatives to Control the Customer Client Window
Allow Representatives to Control the Customer Client Window helps strengthen security by preventing users from interacting
with the customer client while screen sharing. Users may still move or minimize the client but may not type in the chat area or
interact with links or buttons without this permission enabled.
Clipboard Synchronization Mode
Clipboard Synchronization Mode determines how users are allowed to synchronize clipboards within a screen sharing session.
The available settings are as follows:
l
l
l
l
Not Allowed – The user cannot access or modify the remote computer's clipboard.
Allowed to Manually Send Clipboard From Rep to Customer – The user can click a button to copy the contents of the local
clipboard to the remote computer's clipboard.
Allowed to Manually Send Clipboard in Either Direction – The user can click a button to copy the contents of the local
clipboard to the remote computer's clipboard or can copy the contents of the remote clipboard to their local clipboard.
Automatically Send Clipboard Changes in Both Directions – The contents of both the local and remote clipboards
automatically remain the same.
You MUST restart the software on the status page for this setting to take effect.
Force Public Site to Use SSL (https)
Additional security can be obtained with Force Public Site to Use SSL (https). Using HTTPS forces the internet connection to your
public support portal to be SSL-encrypted, adding an additional layer of security to prevent unauthorized users from accessing
accounts.
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SSL Certificate Validation
You can require SSL Certificate Validation to force Bomgar software – including representative consoles, customer clients,
presentation clients, and Jump Clients – to verify that the certificate chain is trusted, that the certificate has not expired, and that the
certificate name matches the Bomgar Appliance hostname. If the certificate chain cannot be properly validated, the connection is
not allowed.
If certificate verification has been disabled and is then enabled, all consoles and clients automatically upgrade the next time they
connect. Note that LDAP connection agents are not automatically upgraded but must be reinstalled for this setting to take effect.
When SSL Certificate Validation is enabled, security checks in addition to Bomgar’s built-in security are performed to validate the
SSL certificate chain being used to secure communications. It is highly recommended that you do enable SSL validation. If
certificate validation is disabled, a warning message appears on your administrative interface. You can hide this message for thirty
days.
Note: To enable SSL certificate validation, you must provide your SSL certificate to Bomgar so that the certificate can be
embedded within your Bomgar software.
Days to Keep Logging Information
In Days to Keep Logging Information, you can set how long logging information should be stored on the appliance. This
information includes the session reporting data and recordings. The maximum duration for which session reporting data and
recordings can be retained on a Bomgar Appliance is 90 days. This is the default value in a new installation. It is possible that
session recordings for some sessions within the retention time frame are not available. This could be caused by disk space
constraints or the Days to Keep Logging Information setting.
The Bomgar Appliance runs a maintenance script every day that ensures disk usage does not exceed 90%. Should this be
exceeded, the script begins deleting session recordings based on a formula until the disk usage is less than 90%. If the Days to
Keep Logging Information setting was recently changed, the new setting may take up to 24 hours to go into effect. If data or
recordings must be retained beyond the configured limit, Bomgar recommends using the Integration Client
(www.bomgar.com/docs/remote-support/how-to/integrations/ic) or the Reporting API (www.bomgar.com/docs/remote-support/howto/integrations/api/reporting).
Allow Reboot With Cached Login Credentials
Enable or disable representatives to request customers to enter login credentials to be used during a reboot by clicking Allow
Reboot With Cached Login Credentials.
Inter-appliance Communication Pre-shared Key
Enter a password in the Inter-appliance Communication Pre-shared Key field to establish a trusted relationship between two
appliances. Matching keys are required for two or more appliances to be configured for features such as failover or clustering. The
key must contain at least 6 characters and contain at least one uppercase letter, one lowercase letter, one number, and one special
character.
Enable Streamlined Session Start
Attempt to start sessions using ClickOnce or Java. If this option is unchecked, the customer client must be manually downloaded
and run.
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Security :: Network Restrictions
Determine which IP networks should be able to access /login and /api on your Bomgar Appliance. If you enable network
restrictions, you can also enforce the networks on which representative consoles may be used.
Allow From Any Network
No network restrictions are enforced.
Allow Only the Following Networks
Only the listed IP addresses can access your Bomgar Appliance on /login or /api.
Deny Only the Following Networks
All but the listed IP addresses can access your Bomgar Appliance on /login or /api.
Restrict representative console access to the above networks
If you select Only on user's first authentication, then a user must be on an allowed network the first time they log into the
representative console. At that time, a token is issued to the device so that subsequent logins to the representative console can
occur from any network location.
If you select Always, then a user must be on an allowed network every time they log into the representative console.
If you select Never, then a user can access the representative console from any network location.
Security :: Port Restrictions for Administrative Web Interface
Set the ports through which your /login interface can be accessed.
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Site Configuration: Set HTTP Ports, Enable Prerequisite Login Agreement
Site :: HTTP Ports
Site Addresses
Set one or more DNS or IP addresses that resolve to your Bomgar Appliance.
HTTP Port and HTTPS Port
Experienced network technicians operating in non-standard network environments can change the ports through which Bomgar
traffics. These port settings should be adjusted only in the case where ports other than the standard 80 and 443 are used for web
access.
Site :: /login Prerequisite Login Agreement
Enable Login Agreement
You can enable a login agreement that users must accept before accessing the /login administrative interface. The configurable
agreement allows you to specify restrictions and internal policy rules before users are allowed to log in.
Agreement Title
Customize the title of the agreement. You can localize this text for any languages you have enabled. To revert to the default text,
delete the text from the field and then save the blank field.
Agreement Text
Provide the text for the login agreement. You can localize this text for any languages you have enabled. To revert to the default text,
delete the text from the field and then save the blank field.
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Email Configuration: Configure the Software to Send Emails
Configuration :: Email Address
Note: If an appliance is designated as a backup appliance or a traffic node, the email configuration for that appliance will be
overwritten with the email configuration defined on the primary master appliance.
From Address
Set the email address from which automatic messages from your Bomgar Appliance will be sent.
Configuration :: SMTP Relay Server
Configure your Bomgar Appliance to work with your SMTP relay server in order to send automatic email notifications of certain
events.
SMTP Relay Server
Enter the hostname or IP address of your SMTP relay server.
SMTP Port
Set the SMTP port to contact this server on.
SMTP Encryption
If your SMTP server supports SSL encryption, choose SSL or TLS. Otherwise, select None.
SMTP Username
If your SMTP server requires authentication, enter a username.
SMTP Password
If your SMTP server requires authentication, enter a password.
Configuration :: Admin Contact
Default Admin Contact Email Addresses
Enter one or more email addresses to which emails should be sent. Separate addresses with a space.
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Send a test email when the settings are saved
If you wish to receive an immediate test email to verify that your SMTP settings are accurately configured, check this option before
clicking the Save Changes button.
Send Daily Communication Notice
You can have the Bomgar Appliance send a daily notification to ensure that alert communication is working correctly.
In addition to the test email and daily communication notices that can be configured above, emails are sent for the following events:
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During any failover operation, the product version on the primary node does not match the product version on the backup
node.
During a failover status check, any of the following problems are detected.
o
The current appliance is the primary node and a shared IP address is configured in /login, but its network interface is
not enabled.
o
A shared IP address is configured in /login but is not listed as an IP address in /appliance.
o
The backup node could not contact the primary node, and it also could not contact any of the test IP addresses
configured on the Management > Failover page.
o
The backup node could not contact any of the test IP addresses configured on the Management > Failover page.
o
The backup node's backup operations are disabled on the Management > Failover page.
o
The backup node unexpectedly failed to perform a probe of itself, indicating that it is malfunctioning.
o
The backup node failed to contact the primary node using the primary node's hostname.
o
Automatic failover is disabled, and the backup node failed to probe the primary node.
o
Automatic failover is enabled, and the backup node failed to probe the primary node. The backup node will
automatically become the primary node if the primary node remains unresponsive.
o
Automatic failover is enabled, and the backup node is automatically becoming the primary node because the
primary node was down for too long.
o
The primary node failed to perform a data sync with the backup node sometime in the past 24 hours.
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Outbound Events: Set Events to Trigger Messages
Outbound Events :: HTTP Recipients
You can configure your Bomgar Appliance to send messages to an HTTP server or to an email address when different events are
triggered.
The variables sent by the Bomgar Appliance arrive as an HTTP POST method and can be accessed by calling the method used to
retrieve POST data in your coding language. If the server does not respond with an HTTP 200 to indicate success, the Bomgar
Appliance will re-queue the current event and retry it later.
Add New HTTP Recipient, Edit, Delete
Create a new recipient, modify an existing recipient, or remove an existing recipient.
Outbound Events :: Add or Edit HTTP Recipient
Name
Create a unique name to help identify this recipient.
URL
Enter the destination URL for this outbound event handler.
Disabled
Use the Disabled checkbox to quickly stop the messages for the event handler you set up, as in the event of planned integration
testing, for instance.
CA Certificate
When operating over an HTTPS connection, you must upload the certificate authority's root certificate advertised by the outbound
event server.
Events to Send
Choose which events should trigger messages to be sent.
Retry Interval
Set how often to retry a failed attempt.
Retry Duration
If an event continues to retry and fail, set how long it should continue to retry before being dropped.
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Email Contact
Enter one or more email addresses to which notification should be sent if an error should occur.
Send Email Alert After
Set how long after an error the email should be sent; if the problem is resolved before this time is reached and the event succeeds,
no error notification will be sent.
Resend Email Alerts
Set how often error emails should be sent if a failed status should continue.
Outbound Events :: Email Recipients
Add New Email Recipient, Edit, Delete
Create a new recipient, modify an existing recipient, or remove an existing recipient.
Current Status
Displays a brief status message from the SMTP relay server. As long as the appliance is able to send messages to the relay server,
the status will show OK. Otherwise, review your SMTP relay server settings.
Retry Duration
If an event continues to retry and fail, set how long it should continue to retry before being dropped.
Outbound Events :: Add Email Recipient
Before you set up your Bomgar Appliance to send event messages to an email address, verify that your Bomgar Appliance is
configured to work with your SMTP relay server. Go to the Management > Email Configuration page to verify settings.
Name
Create a unique name to help identify this recipient.
Email Address
Enter the email address to receive notice of the selected events. You can configure up to ten email addresses, separated by
commas.
Disabled
Use the Disabled checkbox to quickly stop the messages for the event handler you set up, as in the event of planned integration
testing, for instance.
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Require External Key
If this option is checked, emails will be sent only for sessions which have an external key at the time the event occurs.
Events to Send
Choose which events should trigger messages to be sent.
Subject
Customize the subject of this email. Use any of the macros listed below this field in the /login page to customize the text for your
purposes. You can localize this text for any languages you have enabled. To revert to the default text, delete the text from the field
and then save the blank field.
Body
Customize the body of this email. Use any of the macros listed below this field in the /login page to customize the text for your
purposes. You can localize this text for any languages you have enabled. To revert to the default text, delete the text from the field
and then save the blank field.
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
Cluster: Configure Atlas Technology for Load Balancing
Cluster :: Status
Large-scale geographic deployments benefit from Bomgar Atlas Cluster technology, establishing a single Bomgar site across
multiple appliances, which are termed nodes in a cluster. The master appliance/primary master node is the site of most
administration tasks. The traffic node is a Bomgar Appliance that participates in effectively routing your support traffic.
On the primary master node, you will configure both the primary master itself and the traffic nodes.
Find more information about Atlas in the Bomgar Atlas Technology Guide, available at www.bomgar.com/docs.
Current Status
Confirms the role of the site instance from which you accessed the page.
Sync Now
Synchronize the clustered appliances.
Disband Cluster
Disband the cluster, effectively removing each appliance from its role in the cluster.
Status History
Show or hide the log of clustered appliance messages.
Cluster :: Master Node Configuration
Name
Create a unique name to help identify this node.
Public Address
Enter the hostname you set up in DNS for this node, and enter the port over which clients will communicate with the node.
Internal Address
This can be the same as the public address. Advanced configurations can optionally set this to a different hostname for interappliance communication.
Maximum Client Fallback to Master
Allows the number of clients you set to fall back to using the master for traffic control if necessary.
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Cluster :: Traffic Nodes
Method for Choosing Traffic Nodes
This selector is used to define how a traffic node is chosen for a representative or customer client connection. The available
methods for defining the connection are Random, A Record Lookup, SRV Record Lookup, IP Anycast, and Timezone Offset.
Your choice of connection method is highly dependent upon your network infrastructure, among other complex considerations.
Add New Traffic Node, Edit Node, Remove Node
Create a new node, modify an existing node, or remove an existing node.
Accepting New Client Connections
Be sure this is checked; otherwise, clients will not be able to use the traffic node.
Cluster :: Add Traffic Node
Name
Create a unique name to help identify this node.
Public Address
Enter the hostname you set up in DNS for this node, and enter the port over which clients will communicate with the node.
Internal Address
This can be the same as the public address. Advanced configurations can optionally set this to a different hostname for interappliance communication.
Accepting New Client Connections
Be sure this is checked; otherwise, clients will not be able to use the traffic node.
Network Address Prefixes
You may leave this blank.
For advanced configurations, enter network address prefixes, one per line, in the form of ip.add.re.ss[/netmask]. Netmask is
optional and can be given in either dotted-decimal format or as an integer bitmask. If netmask is omitted, as single IP address is
assumed.
When this field is populated, the master node attempts to assign a client to this traffic node if the client's IP address matches one of
the network address prefixes. If the client's IP address matches more than one traffic node's network address prefixes, the client is
assigned to the traffic node with the longest matching prefix. If the matching prefixes are of equal length, one of the matching traffic
nodes is chosen at random. If a client's IP address does not match any network address prefixes, the client is assigned using the
method configured.
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Timezone Offset
Used only if Method for Choosing Traffic Nodes is set to Timezone Offset. This process involves detecting the time zone setting of
the host machine and using that setting to match the appropriate traffic node that has the closest time zone offset. The time zone
offset is derived from the customer time zone setting relative to Coordinated Universal Time (UTC).
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
Failover: Set Up a Backup Appliance for Failover
Failover :: Configuration
New Backup Site Connection Details: Host Name or IP Address
Enter the hostname or IP address of the Bomgar Appliance you wish to use as the backup in a failover relationship.
TLS Port
Enter the TLS port allowing this primary appliance to connect to the backup appliance.
Reverse Connection Details To This Primary Site: Host Name or IP Address
Enter the hostname or IP address of this Bomgar Appliance, which you wish to use as the primary in a failover relationship.
TLS Port
Enter the TLS port allowing the backup appliance to connect to this primary appliance.
Failover :: Status
This host's status
View the hostname of this site, along with its status of primary site instance or backup site instance.
Peer host's status
View the hostname of this site, along with its status of primary site instance or backup site instance. Also view the date and time of
the last status check.
Status History
Expand or collapse a table of status events that have occurred.
Failover :: Primary or Backup Site Instance Status
Text confirms that you are either on the primary or backup site instance for your host site.
Sync Now
Manually force a data sync from the primary appliance to the backup appliance.
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Become Backup/Primary
Switch roles with the peer appliance, essentially forcing a failover for planned maintenance or a known failover event.
Check this box to pull a data-sync from the site instance at example.com while becoming the backup/primary.
If you want to synchronize data from the peer appliance prior to swapping roles, select this checkbox. If this option is selected, all
users on the existing primary appliance will be disconnected during the data sync, and no other operations will be available until
the swap is complete.
Check this box to become a backup even if the peer site instance at example.com cannot be contacted.
On the primary site instance, you have the option to become the backup even if the peer appliance cannot be contacted. If this
option is unchecked, failover will be canceled if both appliances cannot be kept in sync in terms of their failover roles (one primary
and one backup).
For example, if you know the current backup appliance is online but cannot be reached by the primary due to a network connection
issue, you may wish to check this option to make the primary the backup before the network connection is restored. In this example,
you would also need to access the current backup and make it the primary.
Break Failover Relationships
Break the failover relationship, removing each appliance from its role as primary or backup.
Failover :: Primary or Backup Site Instance Configuration
Shared IPs
Control the shared IP address the site instance uses in the event of a failover by selecting the checkbox for the failover IP address. If
you change the relationship between the sites, the checked IP addresses will disable when a primary site becomes a backup, and
will enable when a backup becomes a primary site. You should manually mirror the setting on the peer site, as the setting is not
shared.
Failover :: Backup Settings
The settings you configure here will be enabled only when the site instance you are configuring is in a backup role.
When on the primary site instance, select Backup Settings > to expand or collapse the page displaying the configuration fields.
Enable Backup Operations
Enable or disable site backups.
Automatic Data-Sync Interval
You can control the timing details of the automatic data-sync interval.
Data-Sync Bandwidth Limit
Set bandwidth parameters for data-sync.
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Enable Automatic Failover
Quickly enable or disable automatic failover.
Primary Site Instance Timeout
Set how long the primary site must be unreachable before failing over.
Network Connectivity Test IPs
Enter IP addresses for the backup site to check to determine whether the backup's inability to reach the primary is because the
primary is offline or the backup has lost its network connection.
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API Configuration: Enable the XML API and Configure Custom Fields
API :: Configuration
Enable XML API
Choose to enable the Bomgar XML API, allowing you to run reports and issue commands such as starting or transferring sessions
from external applications, as well as to automatically back up your software configuration.
Note: Only the Command, Reporting, and Client Scripting API calls are enabled/disabled by this setting. Other API calls are
configured under Public Portals. See the API Programmer's Guide at www.bomgar.com/docs/remote-support/howto/integrations/api for more details.
Allow HTTP Access to XML API
By default, access to the API is SSL-encrypted. However, you can choose to allow unencrypted HTTP access. It is highly
recommended that HTTP access be disallowed as a security best practice.
Enable Real-time State API
Choose to enable real-time reporting on representative activity, whether they are in a support session or not, with metrics such as
time available, busy, in concurrent sessions, etc. See the API Programmer's Guide for more details.
Enable State Archive API
Choose to enable the state archive API to download logs of the Bomgar Appliance's state and of events that occurred on a given
date. For more details, see the API Programmer's Guide at www.bomgar.com/docs/remote-support/how-to/integrations/api.
API :: Accounts
An API account stores all of the authentication and authorization settings for the API client. At least one API account is required to
use the API, either in conjunction with the Integration Client, with a third-party app, or with your own in-house developed software.
Note: Prior to 16.2, a user account was used to authenticate to the API. This method has been deprecated, though for
customers already using this method, it is still supported for backward compatibility.
Create New API Account, Edit, Delete
Create a new account, modify an existing account, or remove an existing account.
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API :: Account :: Add or Edit
Name
Create a unique name to help identify this account.
Comments
Add comments to help identify the purpose of this account.
Enabled
If checked, this account is allowed to authenticate to the API. When an account is disabled, all OAuth tokens associated with the
account are immediately disabled.
Permissions
Select the areas of the API this account is allowed to use. For the Command API, choose to deny access, to allow read-only
access, or to allow full access. Under Reporting API, set if this account has access to support session reports and recordings,
presentation session reports and recordings, license usage reports, and/or archive reports. Also set if this account can use the
Backup API.
Network Restrictions
List network address prefixes from which this account can authenticate.
Note: API accounts are not restricted by the network prefixes configured on /login > Management > Security. They are
restricted only by the network prefixes configured for the API account.
Authentication Settings
The OAuth client ID and client secret are used to create OAuth tokens, necessary for authenticating to the API. For more information,
see the API Guide at www.bomgar.com/docs/remote-support/how-to/integrations/api.
OAuth Client ID
The OAuth client ID is a unique ID generated by the appliance. It cannot be modified. The client ID is considered public information
and, therefore, can be shared without compromising the security of the integration.
OAuth Client Secret
The OAuth client secret is generated by the appliance using a cryptographically secure pseudo-random number generator.
Note: The client secret cannot be modified, but it can be regenerated on the Edit page. Regenerating a client secret and then
saving the account immediately invalidates any OAuth tokens associated with the account. Any API calls using those tokens will
be unable to access the API.
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API :: Custom Fields
Create custom API fields to gather information about your customer, enabling you to more deeply integrate Bomgar with your
existing programs. Custom fields must be used in combination with the Bomgar API. See the API Programmer's Guide at
www.bomgar.com/docs/remote-support/how-to/integrations/api for more details.
Create New Field, Edit, Delete
Create a new field, modify an existing field, or remove an existing field.
API :: Custom Fields :: Add or Edit
Display Name
Create a unique name to help identify this field. This name is displayed in the representative console as part of the session details.
Code Name
Set a code name for integration purposes. If you do not set a code name, one is created automatically.
Show in Representative Console
If you check Show in Representative Console, this field and its values will be visible wherever custom session details are
displayed in the representative console.
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Support: Contact Bomgar Technical Support
Bomgar Support Contact Information
The support page provides contact information should you need to contact a Bomgar Technical Support representative.
Advanced Technical Support from Bomgar
In the event that a Bomgar Technical Support representative should need access to your appliance, they will provide you with
support, access, and override codes to enter on this page to create an appliance-initiated, fully encrypted support tunnel back to
Bomgar for quick resolution of complex issues.
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Ports and Firewalls
Bomgar solutions are designed to work transparently through firewalls, enabling a connection with any computer with internet
connectivity, anywhere in the world. However, with certain highly secured networks, some configuration may be necessary.
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Ports 80 and 443 must be open for outbound TCP traffic on the remote system’s and local user’s firewalls. More ports may
be available depending on your build. The diagram shows a typical network setup; more details can be found in the Bomgar
Appliance Hardware Installation Guide.
Internet security software such as software firewalls must not block Bomgar executable files from downloading. Some
examples of software firewalls include McAfee Security, Norton Security, and Zone Alarm. If you do have a software firewall,
you may experience some connection issues. To avoid such issues, configure your firewall settings to allow the following
executables, wherein {uid} is a unique identifier consisting of letter and numbers:
o
bomgar-scc-{uid}.exe
o
bomgar-scc.exe
o
bomgar-pac-{uid}.exe
o
bomgar-pac.exe
For assistance with your firewall configuration, please contact the manufacturer of your firewall software.
l
Example firewall rules based on appliance location can be found at www.bomgar.com/docs/remote-support/gettingstarted/deployment/dmz/firewall-rules.htm.
If you should still have difficulty making a connection, contact Bomgar Technical Support at help.bomgar.com.
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BOMGAR REMOTE SUPPORT ADMINISTRATIVE GUIDE 16.2
Disclaimers, Licensing Restrictions and Tech Support
Disclaimers
This document is provided for information purposes only. Bomgar Corporation may change the contents hereof without notice. This
document is not warranted to be error-free, nor subject to any other warranties or conditions, whether expressed orally or implied in
law, including implied warranties and conditions of merchantability or fitness for a particular purpose. Bomgar Corporation
specifically disclaims any liability with respect to this document and no contractual obligations are formed either directly or indirectly
by this document. The technologies, functionality, services, and processes described herein are subject to change without notice.
BOMGAR, BOMGAR BOX, mark B, JUMP and UNIFIED REMOTE SUPPORT are trademarks of Bomgar Corporation; other
trademarks shown are the property of their respective owners.
Licensing Restrictions
One Bomgar Remote Support license enables one support representative at a time to troubleshoot an unlimited number of remote
computers, whether attended or unattended. Although multiple accounts may exist on the same license, two or more licenses (one
per concurrent support representative) are required to enable multiple support representatives to troubleshoot simultaneously.
Tech Support
At Bomgar, we are committed to offering the highest quality service by ensuring that our customers have everything they need to
operate with maximum productivity. Should you need any assistance, please contact Bomgar Technical Support at
help.bomgar.com.
Technical support is provided with annual purchase of our maintenance plan.
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