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User Guide
GoToAssist
Corporate
Identity Syncronizer™
GoToAssist Corporate User Guide
InnerApps, LLC
28366 Kensington Lane • Suite 1
Perrysburg, OH43551
Phone 888.908.7962 • Fax 419.931.0061
Table of Contents
Identity Syncronizer
– Getting Started Guide............................ 1
Launching the GoToAssist Active Directory tab........................ 1
GoToAssist User Properties ..................................................... 2
Enabling Client Portal............................................................... 3
Creating a New User ................................................................ 5
Configuring New User Settings ................................................ 8
Unprocessed Transactions....................................................... 9
Resetting Passwords................................................................ 9
User Changes
– Enable, Disable, Delete ................................. 9
User Data Syncronization....................................................... 15
Linking Accounts .. ..................................................................20
Security Groups ................................................................... 28
Transaction Types .. ...............................................................30
Identity Syncronizer – User Guide
Launching the GoToAssist Active Directory tab
USER GUIDE
To launch the Identity Sycnronizer GoToAssist tab you should start the “Active Directory Users and Computers” (ADUC) tool as you would normally. This can be found in on any domain controller under Administrative Tools on the start menu or by typing “dsa.msc” into Start-
>Run.
Once ADUC has opened, navigate to the user you wish to administer or right click on the domain and select “Find” to search for the user. Access the properties for the user by either double clicking the user or you my right click the user and select properties from the context menu as shown in the image above.
After selecting the properties option, the Properties window for that use will be displayed.
You will notice many tabs displayed along the top of this property window. Each tab represents a different configuration item for that user. Look for the tab titled “GoToAssist” and select that tab by left clicking it.
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GoToAssist User Properties
Once the GoToAssist tab is selected you will a window similar to the one below:
1. User Name: This displays the User Name for the currently selected user. This is also known as the SAMAccountName.
2. Password: If enabled, this field specifies the current password for the user. This password field is only enabled if the “Syncronization” check box is unchecked.
Passwords entered here will not be displayed but will show asterisk (*) characters.
3. GoToAssist Account Enabled: When checked, this user will be enabled for
GoToAssist. If unchecked then this user is currently not enabled for GoToAssist.
Please note: The user will not be disabled within Active Directory by checking this box, only for GoToAssist functionality.
4. Password Syncronization: When checked, the value entered in the password field will be locked to the value stored in the Identity Syncronizer database.
When unchecked the password field will be unlocked and can be edited. This password will be sent to GoToAssist when the transaction is submitted. This will not change the password for Windows and Active Directory.
5. Team: If the user is a member of a GoToAssist team that team will be reflected here
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Enabling GoToAssist
Once a user has been enabled for GoToAssist and a team is selected, a representative will be created for the user in GoToAssist. Once the enabled checkbox is checked, the team list will be enabled.
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Creating a New User
When creating a new user in Active Directory, you can create a new GoToAssist representative as part of this process using Microsoft’s standard ADUC tools. To begin, create a new Active Directory user as you would normally. The steps have been outlined below:
Within Active Directory User and Computers, right-click in the appropriate Organizational Unit (OU) and select the option for New > User from the context menu:
The New User dialog will be displayed and should be filled out as you normally would for any user. The first page is general user information including Name, Logon, etc. Click Next to continue.
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The next page of the dialog will allow you to specify the user’s password and other standard options.
These should be filled out as normal. Click Next to continue.
The last page of the dialog will provide you with a summary of the user being created. Click Finish to create the user.
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Once the user has been created, right click on the new user and select “Properties” from the context menu to display the property sheet for that user. Select the GoToAssist property sheet. The user should not contain any data and should be disabled as shown in the image below:
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Configuring New User Settings
To create a user in GoToAssist check the box that says “GoToAssist Account Enabled”. This will enable the team list.
Select a team from the list to which the representative will belong.
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Unprocessed Transactions
When displaying a User’s property page you may occasionally notice that the property sheet may appear locked with a status message at the bottom of the screen indicating that there are unprocessed transactions for this user.
This is indicating that there are uncommitted changes that have not yet been completed. This message will not be displayed once the pending change has been completed.
The property sheet will automatically attempt to refresh the screen every 30 seconds. Once the transaction processes you will be able to manage the user’s settings.
Resetting Passwords
Password changes made by the user at their workstation using standard Windows procedures will automatically be synchronized to GoToAssist immediately upon the user’s request. Should it become necessary to reset the User’s password, you may do so by using the “Reset Password” function within Active Directory.
Right click on the user and select “Reset Password” from the context menu that is displayed. You will be promped for the new password and this will be automatically synchronized to GoToAssist.
User Changes – Enable, Disable, Delete
Identity Syncronizer™ will automatically keep GoToAssist updated when changes are made to users that are configured for access. When a user is enabled or disabled within Active Directory (even if they are disabled for entering a password incorrectly) – this change in status will be automatically replicated to GoToAssist. These changes are replicated whether they are system generated, user generator, or are automatically generated by Windows.
If a user is deleted from Active Directory, that user will be automatically removed (if possible) from GoToAssist.
Disable User In AD
1. Disable the user’s account in AD
2.
3. This will generate a Disable User transaction
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4. When the transaction is complete the representative associated with the AD account will be removed
Delete User In AD
1. Delete the user’s account in AD
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3. This will generate a Remove User transaction
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4. When the transaction is complete the representative associated with the AD account will be removed.
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User Data Syncronization
Identity Syncronizer™ automatically keeps GoToAssist updated with changes in user information stored in
Active Directory. This includes first name and last name information stored on the tabs within the Users’
Property sheet.
When a change to this information is made within Active Directory, Identity Syncronizer™ will automatically send these change to GoToAssist to keep that information fully up-to-date with changes that are occurring. The information that is synchronized can be restricted by configuring the GoToAssist integration (see the Installation Guide) to remove certain data elements that you do not wish to have maintained.
For example, in AD we have a user named “GTA AutoUser” that is associated with a representative
“[email protected]”
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Change the user’s first name and last name in AD
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Once IDSync detects the change it will update the representative record with the new information
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Linking Existing AD
Accounts To Existing
Representatives
To associate an existing AD account to an existing representative we can use the link process.
1. Suppose we have the following representatives in GoToAssist
2. Lets create a new user in AD named “gtareptolink”
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3. Open the user in AD
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4. Click on the GoToAssist tab
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5. Click on the link user button this will show a list of the representatives in GoToAssist
Select “reptolink”
And click ok
6. This will pull down the properties for the user and fill in the GoToAssist UI
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7. Click Ok – this will submit a link user transaction
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8. Once the transaction processes the two accounts will be related and any changes made in AD will get updated in GoToAssist
This process can also be followed to associate groups in AD with teams in GoToAssist
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Creating Reps
Automatically Using
Security Groups
Representatives can be automatically created by adding users to a configured security group in AD
1. Create a new group in AD named “IDSync Auto Group”. (A linked group can also be used)
2. Open the new group in AD
3. Click on the GoToAssist tab
4. Check the GoToAssist enabled checkbox and select the portal it will be part of
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5. Click OK – this will submit an update group and an enable group transaction
6. Once those transactions complete the team will be visible in the GoToAssist interface
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7. Next create some users in AD – “gtaautouser” and “gtaautouser2”
8. Change password transactions will get generated for the new users
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9. Open IDSync Auto Group in AD
10. Click on the members tab and add gtaautouser and gtaautouser2 to the group
11. Click Ok – this will generate an add membership transaction for each user added
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12. Once the transactions have processed representatives will get generated for these two users in GoToAssist with the permissions inherited from the groups (team, enablement state, password sync)
13. The process works similarly when removing a user from a group. If the user is removed from a group and is not a member of any other configured group the representative associated with the user will be removed.
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Transaction Types
Below is a list of transaction types in IDSync
1. Change Password – changes the user’s password on the target system if the user is linked
2. Update User – updates a representative’s account
3. Enable User – enables a representative’s account
4. Disable User – disables a representative’s account
5. Remove User – removes a representative’s account
6. Add Membership – adds the user to an AD group. If he group is configured and the user does not have a
GoToAssist account one will be created.
7. Remove Membership – removes a user from an AD group. If the user inherits GoToAssist properties from the group those properties will be removed when they are removed from the group
8. Link User – creates an association between an existing AD user and an existing GoToAssist representative
9. Unlink User – removes the association between an AD user and GoToAssist representative. No changes will be made to the GoToAssist representative
10. Update Group –changes a groups GoToAssist properties
11. Enable Group – enables GoToAssist for the group
12. Disable Group – disables GoToAssist for the group
13. Remove Group – removes the team from GoToAssist if the group is associated with a tema
14. Link Group – associates a group in AD with a team in GoToAssist
15. Unlink Group- removes the association between an AD group and a GoToAssist team. No changes are made to the GoToAssist team
