Beyond Trust (Bomgar)

BeyondTrust (formerly Bomgar) is our primary tool for remotely connecting to users' computers to provide support.

Representative Console Installation

Download at https://support.its.utexas.edu/login/

Customer Jump Client Installation

When needing to remote into a customer's computer: 

1. Check Beyond Trust computer database by typing in the tag number 

   
   
   

   1. if there are no results it will need to be installed on the customer's computer via LANrev push or have them install it on their end (instructions below) 

   2. If there is more than one result for the same computer, you can remove the duplicates (especially if some of them are offline and some of them aren't) 
2. Verify that the "Customer Present Session Policy" and "Customer Not Present Session Policy" are set to [Prompting Rule: Never], otherwise, you will have to manually elevate your privileges as administrator
3. Once all settings have been verified, double click the computer and a new window will pop up to start the screen sharing session (can take a moment to load)
   
   
   
   
4. From there you can remotely connect with the customer and chat with them in the chat window to the right of the screen interface

         *If a customer has multiple displays, click the Displays tab to navigate through them

Enable BeyondTrust on Computers Running macOS 10.14 or Higher

1. Open System Preferences → Security & Privacy → Screen Recording

2. Select the box next to Remote Support Customer Client

   

Handy Features

Nudge

If the customer is unresponsive to chat prompts "Nudge" moves the chat window to the front of the screen with a flash and ping notification.

Elevate Privileges

Helpful when using the customer installed version on Windows (On Macs you are able to see and enter in admin credentials)

To elevate your credentials, click, "Specific User" then type in your elevated credentials @austin (i.e., colaits-eid@austin).

Customer needs to be connected to a UT network or the UT VPN for elevation to be successful.

File Transfer

Quickly transfers installation or other files to or from the customer's computer.

Locate the file you want to send on the left side and click the folder button in the middle to send to the selected folder on the customer's laptop. This also works in reverse. 

Command Shell

Used for running Terminal/Command Line commands on the computer. See this page for more info: https://utexas.atlassian.net/wiki/x/y5KaB

Invite/Transfer Support Session

Invite a fellow support agent to your session or transfer to any logged-in agents by clicking the corresponding buttons above the chat box.

Privacy Screen

"Closes the curtain” while working on a remote machines, blocking the user from viewing their screen. It’s especially helpful for labs and unattended computers.