Administrative Guide Standard Licensing

Transcription

1 Administrative Guide 13.1 Standard Licensing

2 TABLE OF CONTENTS Bomgar Administrative Interface 4 Login to the Administrative Interface 5 Status 6 Information: View Bomgar 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 11 Options: Manage the General Queue, Record Sessions, Monitor License Usage, Set Up Text Messaging 11 Issues: Manage Support Issues 13 Support Teams: Group Representatives into Teams 14 Jumpoint: Set Up Unattended Access to a Network 15 Jump Clients: Manage Settings and Install Jump Clients for Unattended Access 20 Bomgar Buttons: Deploy Bomgar Buttons for Quick Session Start 22 Canned Messages: Create Messages for Chat 24 Canned Scripts: Create Scripts for Command Shell Sessions 25 Special Actions: Create Custom Special Actions 26 Users and Security 27 User Accounts: Add User Permissions for a Representative or Admin 27 Rep Invite: Create Profiles to Invite External Representatives to Sessions 28 Security Providers: Enable LDAP, Active Directory, RADIUS, and Kerberos Logins 29 Group Policies: Apply User Permissions to Groups of Users 30 Settings and Field Details: User Permissions 33 Reports: Report on Session and Presentation Activity 39 Public Portal 41 Public Site: Customize the Support Portal 41 HTML Template: Customize the Web Interface 42 CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 2

3 File Store: Upload Resource Files 43 Apple ios: Add Apple Configuration Profiles 44 Exit Surveys: Enable the Customer Exit Survey and Representative Exit Survey 46 Customer Client: Modify the Invitation , Display Options, Connection Options 47 Presentation: Modify the Invitation s and Display Options 50 Localization 52 Languages: Manage Available Languages 52 Search: View Customized Text in Enabled Languages 53 Management 54 Software Management: Download a Backup, Upgrade Software 54 Security: Manage Security Settings 55 Site Configuration: Set HTTP Ports 58 Configuration: Configure the Software to Send s 59 Outbound Events: Set Events to Trigger Messages 60 Support: Contact Bomgar Support 62 Ports and Firewalls 63 Disclaimers, Licensing Restrictions and Tech Support 64 CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 3

4 Bomgar Administrative Interface As a tour of /login, this guide 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 to virtually support your end-users. 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. Once Bomgar is properly installed, you can begin supporting customers immediately. Should you need any assistance, please contact Bomgar support at CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 4

5 Login to the Administrative Interface The user administrative interface enables administrators to create representative accounts and configure software settings. Log into the user administrative interface by going to your appliance s public URL followed by /login. 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 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. CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 5

6 Status INFORMATION: VIEW BOMGAR SOFTWARE DETAILS The main page of the Bomgar /login interface gives an overview of your Bomgar Appliance statistics. An administrator can select the appropriate time zone from a dropdown, setting the correct date and time of the appliance for the selected region. You also can restart the Bomgar software remotely. Additionally, view the number and type of Bomgar clients connected. CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 6

7 REPRESENTATIVES: VIEW LOGGED IN REPS AND SEND MESSAGES View a list of representatives logged into the representative console, along with their login time and whether they are running support or presentation sessions. You also can terminate a representative's connection to the representative console. Send a message to all logged-in representatives via a pop-up window in the representative console. CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 7

8 WHAT'S NEW: SEE SOFTWARE RELEASE DETAILS 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. CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 8

9 My Account: Change Password and Username, Download the Representative Console and Other Software From the My Account page, you can download the Bomgar representative console. The file type will default to the appropriate installer for your operating system. For system administrators who need to push out the representative console 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 representative 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. INSTALLDIR= accepts any valid directory path where you want the representative console to install. RUNATSTARTUP= accepts 0 (default) or 1. If you enter 1, the representative console will run each time the computer starts up. ALLUSERS= accepts or 1 (default). If you enter 1, the representative console will install for all users on the computer; otherwise, it will install only for the current user. If you install for only the current user, you can choose to have the representative console automatically update each time the site is upgraded by entering SHOULDAUTOUPDATE=1; a value of 0 (default) will not auto-update, and the representative console will need to be manually reinstalled when the site is upgraded. If you install the representative console for all users, it will not auto-update. You can download a session recording viewer to view recorded sessions from your desktop rather than only on the web. 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. CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 9

10 You can change your password and display name, and nonadministrators may change the security question and answer. Bomgar recommends changing your password regularly. You can choose to have a public display name, for use with customers, and a private display name, used for all internal communications between representatives, on chat transcript reports, team activity reports, and so forth. By default the two fields are in sync, so anything you type in the Private Display Name field is copied automatically to the Public 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. CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 10

11 Configuration OPTIONS: MANAGE THE GENERAL QUEUE, RECORD SESSIONS, MONITOR LICENSE USAGE, SET UP TEXT MESSAGING If you check Require Closed Sessions on Logout or Quit, then representatives will be unable to log out of the representative console until their personal queues are empty. 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. Choose if you want screen sharing sessions, Show My Screen sessions, and/or command prompts to be recorded in Flash video format (FLV). Set the resolution at which to view playback. Note that all recordings are saved in raw format; the resolution size affects playback only. You can automatically pull the remote computer s system information to be available in the session report details. When supporting mobile platforms, choose Standard to pull a small set of data or Extended to pull all available information. You can also choose to record presentations. You can request to be alerted should your Bomgar license usage exceed a certain number of logged-in representatives at the same time. This is helpful in monitoring your teams license usage in order to keep your representatives adequately supplied. If you choose to be alerted, enter the contact address and set when and how often you wish to be alerted. This feature requires valid SMTP configuration for your appliance, set up on the Configuration page under the Management tab. You may enter a custom link that will appear as a button in the representative console during a support session. One example use of this link is to associate sessions with external programs such as customer relationship management systems (CRM). The variable %EXTERNAL_KEY% inserts the session's external key into the URL. If, for instance, the external key matches the unique identifier of a case in your CRM system, clicking the session's custom link button could pull up the associated case in this system. CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 11

12 You may enter a secure SMS Gateway URL from your ISP or third-party gateway provider to give reps 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. 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. CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 12

13 ISSUES: MANAGE SUPPORT ISSUES 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 (see "Support Teams: Group Representatives into Teams" on page 14), you need to create teams before you create support issues. Click Add New Support Issue to create a new issue. Give it a title and a code name. Then use the Route To dropdown menu to have that issue routed to a specific team. 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. CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 13

14 SUPPORT TEAMS: GROUP REPRESENTATIVES INTO TEAMS Grouping support representatives into teams aids efficiency by helping to direct customers to the representative best suited to solve a given problem. Assign the team a name and set comments to help identify the purpose of this team. 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. From the list of available representatives, select one or more users and click the arrow to move them into the team. Team members who share membership through one or more group policies are listed for you, along with a link to the Group Policies configuration page. Once you have saved your changes, you can modify a team by clicking Edit Team or remove a team entirely by clicking Delete Team. Deleting a team does not delete those representative accounts, only the team with which they are associated. CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 14

15 JUMPOINT: SET UP UNATTENDED ACCESS TO A NETWORK Bomgar's Jump Technology enables a representative to support both attended and unattended 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. At the bottom of the Jumpoint page is the option to Enable network browsing. If checked, permitted representatives can view and select systems from the network directory tree. If unchecked, representatives can access a system through a Jumpoint only by entering the system's hostname or IP address. Either way, the representative must provide valid credentials to the remote system before gaining access. At the top of the page, click Add New Jumpoint. Give this Jumpoint a name that will help users identify it when they need to start a session with a computer on the same network as this Jumpoint. If you want representatives to be able to connect to SSH-enabled and Telnet-enabled network devices through this Jumpoint, check Enable Shell Jump Access. Authorize at least one representative to use this Jumpoint. After the Jumpoint has been created, you can also grant access to groups of representatives from Users & Security > Group Policies. Once you click the Add Jumpoint button, your new Jumpoint should appear in the list of configured Jumpoints, along with a link to download the 32-bit or 64-bit Jumpoint installer. Click on a link to install the Jumpoint agent on a single system in the remote network you wish to access. This system will serve as the initiation point for Jump sessions with other computers on the remote network. As such, it is important that the host system NOT be a system already in use as a server, such as a file server, server, or print server. For security purposes, a Jumpoint must close any active network connections to the computer it needs to access before it can attempt a Jump to that machine. Therefore, if the host system is being used as a server, the Jumpoint may be unable to complete a Jump because some other software is actively using a critical network connection which the Jumpoint is unable to close, causing the Jump to fail. Instead, Bomgar recommends deploying the Jumpoint agent to a virtual system as the ideal setup scenario. If a virtual system is unavailable, you can deploy the Jumpoint agent to its own dedicated server or even a normal client PC, provided that the host system has high availability. On the host system, run the Jumpoint installation wizard to configure further settings and start the service. To change the configuration after installation, locate the Bomgar folder in the Windows All Programs menu, open the site subfolder, and run Bomgar Jumpoint Configuration. Once the Jumpoint is active, any representative with privileges to access that Jumpoint can start a Bomgar session with any accessible device on that network, provided that the representative has valid credentials on the system he or she is attempting to access. CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 15

16 PROXY SETTINGS For a Jumpoint to be deployed on a remote network that is behind a proxy, appropriate proxy information may be necessary for the Jumpoint to connect back to the Bomgar Appliance. From dropdown on the Proxy tab, select Basic or NTLM to configure proxy settings. Enter the Proxy Host, Proxy Port, Username and Password. The Jumpoint will supply this proxy information whenever Jumping to another system on the remote network, providing the credentials necessary to download and run the customer client on the target system. You also can set up this Jumpoint to function as a proxy itself by selecting Jump Zone Proxy Server from the dropdown on the Proxy tab. With Jump Zone Proxy Server selected, this Jumpoint can be used to proxy connections for clients on the network that do not have a native internet connection, such as POS systems. Using a Jumpoint as a proxy will route traffic only to the appliance. A Jumpoint can also be used to proxy Jump Client connections. Note: In order for a Jumpoint to function as a Jump Zone Proxy Server, its host system cannot reside behind a proxy. The Jumpoint must be able to access the Internet without having to supply proxy information for its own connection. Enter the hostname to use at the listening interface, and set which port to use. IMPORTANT! Host and port fields should be set carefully since any Jump Client deployed using this Jumpoint as a proxy server will use the settings available to it at the time of deployment and will not be updated should the host or port change. If the host or port must be changed, the Jump Client would need to be redeployed. CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 16

17 Set whether to allow all IP addresses or to limit the IPs that can connect through this proxy. If allowing or denying access, enter one IP address or CIDR subnet range per line. Note: It is a best practice to make an exception in the Windows firewall for the port which the proxy server will listen on for the process which will be accepting connections. SHELL JUMP SETTINGS The Shell Jump tab determines how this Jumpoint can be used to connect to SSH-enabled and Telnet-enabled network devices. Note: Shell Jump must also be enabled on the Configuration > Jumpoint page of the administrative interface. For a representative to use Shell Jump, he or she must be granted access to a Jumpoint with Shell Jump enabled and must have the user account permission Allowed to Use Shell Jump enabled. On the Policy tab, if Open Access is selected, permitted representatives can Shell Jump to any remote device by entering its hostname or IP address or by selecting it from a list of provisioned devices. If Limited Access is selected, representatives can Shell Jump to provisioned devices or can enter a device's hostname or IP address provided that it falls within the parameters set by the host list on the Limited tab. If Provisioned Only is selected, representatives can Shell Jump only to provisioned devices. CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 17

18 If limited access is enabled on the Policy tab, the Limited list accepts IP addresses and CIDR subnet masks to which Shell Jump access will be limited. Configure access to provisioned Shell Jump targets by going to the Provisioned tab and clicking Add. Enter a Name that will help representatives to identify this device when starting a Shell Jump session with it. Enter the device's hostname or IP address.choose the Protocol to use, either SSH or Telnet. Port automatically switches to the default port for the selected protocol but can be modified to fit your network settings. Select the Terminal Type, either xterm or VT100. If you are using SSH, you can choose to use Public Key Authentication. If you choose to do so, select a Private Key to use. Private keys are configured from the Private Keys tab. Representatives Shell Jumping to this provisioned device may connect only with the Username you provide. You can also select to Send null packets to keep idle sessions from ending. Enter the number of seconds to wait between each packet send. CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 18

19 If you are going to be using SSH, you can upload a key file to use by going to the Private Keys tab and clicking Add. Give this key a Name and browse to the key file you wish to use. Keys must be in PuTTY format (PPK). PuTTYgen can be used to generate a PPK file if needed. If a Password is required, you can store the key file password for all representatives to use, or you can require representatives to enter the key file password each time they connect to a provisioned device using this key. You can add SSH Host Keys prior to a representative's Jumping to that host. If no host key is cached, the representative will receive a message alerting him or her that the server's host key is not cached and that there is no guarantee that the server is the computer he or she thinks it is. Caching a server's host key prior to connection can help prevent confusion. Enter the hostname or IP address. Enter the Port the device uses. The server will then return its host key, which you should verify. Clicking Update will poll the device for its host key and will let you know if it has changed. Note: Jumpoint is only available for Windows systems. Jump Clients are needed for remote access to Mac or Linux computers. To Jump to a Windows computer without a Jump Client, that computer must have Remote Registry Service enabled (disabled by default in Vista) and must be on a domain. If you need to access remote computers via Jumpoint when no user is available, make sure your account permissions are set either to disable prompting or to default to Allow. You cannot Jump to a mobile device, though Jump Technology is available from mobile representative consoles. CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 19

20 JUMP CLIENTS: MANAGE SETTINGS AND INSTALL JUMP CLIENTS FOR UNATTENDED ACCESS The Mass Deployment Wizard enables administrators and privileged representatives to deploy Jump Clients to one or more remote computers for later unattended access. From the dropdown, select whether to pin the Jump Client to your personal queue, to a team queue, or to the general queue. Pinning to your personal queue means that only you can access this remote computer through its Jump Client. Pinning to a team queue allows all members of that team to access this computer through its Jump Client, while pinning to the general queue allows access to all representatives. Adding a Group Name helps to organize your Jump Clients into categories within the representative console. Set the Connection Type to Active or Passive for the Jump Clients being deployed. Add Comments, which can be helpful in searching for and identifying remote computers. Note that all Jump Clients deployed via this installer will have the same comments set initially. Select the Prompting Rule for control over access to the Jump Client. Selection is either Follow Rep Permission or Never, to allow reps access according to their user prompting permissions, or to access and perform all actions without prompting. The installer will remain usable only as long as specified by the This Installer is Valid For dropdown. If someone should attempt to run the Jump Client installer after this time, installation will fail, and a new Jump Client installer will have to be created. This time can be set for anywhere from 10 minutes to 1 year. This time does NOT affect how long the Jump Client remains active. If Attempt an Elevated Install if the Client Supports It is selected, the installer will attempt 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 will run with user rights, installing the Jump Client as an application. This option applies only to Windows and Mac operating systems. Note: For Windows and Mac computers, 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, will allow that system to always be available, regardless of which user is logged in. If Prompt for Elevation Credentials if Needed is selected, the installer will prompt the user to enter administrative credentials if the system requires that these credentials be independently provided; otherwise, it will install the Jump Client with user rights. This applies only if an elevated install is being attempted. By selecting Start Customer Client Minimized When Session Is Started, the customer client will not take focus and will remain minimized in the taskbar or dock when a session is started through one of these Jump Clients. 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. Once you click Deploy, you can download and install the Jump Client immediately if you are at the computer that you need to later access. You can also the installer to one or more remote users. Multiple recipients can install the Jump Client CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 20

21 from the same link. The Platform option will default to the appropriate installer for your operating system. For system administrators who need to push out the Jump Client installer to a large number of system, the Windows executable, Windows MSI, or Linux executable can be used with your systems management tool of choice. You can include an optional parameter for the installation. -install-dir <install directory> (for the Windows and Linux executables) and INSTALLDIR= (for the Windows MSI) accept any valid directory path where you want the Jump Client to install. 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. Note that, unlike the representative console, Jump Clients installed from an MSI do auto-update. 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 operating system, uptime, console user, CPU, disk usage, and a thumbnail of the remote screen. 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. 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. You may further regulate the bandwidth used during upgrades by setting Maximum bandwidth of concurrent Jump Client upgrades. Note: Neither of these settings affects Console upgrades or Bomgar Button deployments. Allow simultaneous representative access to a single Jump Client provides a way for multiple representatives to gain simultaneous 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 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 users with appropriate privileges on the target machine may uninstall the Jump Client via the host system's "uninstall programs" mechanism. Set whether ad-hoc Jump Clients pinned during a session should by default be active or passive. The Passive Jump Client Port specifies which port a passive Jump Client will use to listen for a "wake up" command from the appliance. 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. CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 21

22 BOMGAR BUTTONS: DEPLOY BOMGAR BUTTONS FOR QUICK SESSION START 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, as well as BlackBerry Smartphones. To mass deploy a Bomgar Button, first enter a user-friendly name for the Description. This will be helpful when managing deployed Bomgar Buttons. Next, specify whether starting a session from this Bomgar Button should place the customer in your personal queue or a team queue. 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. Finally, 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 from Programs and Features or Add or Remove Programs. Once you have set the parameters, click Create and then choose to download the Bomgar Button onto the local computer or to it to one or more recipients. The Platform option will default to the appropriate installer for your operating system. Select BlackBerry MDS from the Platform dropdown to deploy the Bomgar Button via the BlackBerry Enterprise Server. For system administrators who need to push out the Bomgar Button 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. 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. CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 22

23 Customize the Bomgar Button from the Bomgar Button Profile section. 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. Enter the Title of the profile. This title is used as the desktop title. Next, enter the Short Title, which is used when the customer s operating system limits the title length. 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. Now, select if the customer can use the Bomgar Button to connect directly to a specified queue. Click Save Changes. Deployed Bomgar Buttons will now use this updated profile. CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 23

24 CANNED MESSAGES: CREATE MESSAGES FOR CHAT 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 your view of canned messages by selecting a category or team from the dropdown at the top of the page. The first step in managing canned messages is to create categories by which to organize your messages. Click Add New Category. Then enter a name for the category, optionally selecting a parent category. Once the category has been created, editing it will show you its child categories and messages. To create a new message, click Add New Canned Message. Enter a name for the message and the text that will display in the 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. Select the category under which this message should appear, and then select which support teams should be able to use this canned message. 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 clickto-chat modes. CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 24

25 CANNED SCRIPTS: CREATE SCRIPTS FOR COMMAND SHELL SESSIONS Create custom scripts to be used in command shell sessions. The script will be displayed in the command shell interface as it is being executed. Filter your view of canned scripts by selecting a category or team from the dropdown at the top of the page. The first step in managing canned scripts is to create categories by which to organize your scripts. Next, add any resource files you want to access from within your scripts. You may upload up to 100 MB to your resource file directory. When creating a script, first name the script and then add a brief description of what the script is intended to do. This description is displayed on the prompt to confirm that the representative wants to run the selected script. Next, 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. Select which support teams should be able to run this script, and then select the categories under which this script should appear. Finally, you may select a resource file to be associated with this script. Within the script itself, reference the 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. CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 25

26 SPECIAL ACTIONS: CREATE CUSTOM SPECIAL ACTIONS Create custom special actions to speed your support processes. Custom special actions can be created for Windows, Mac, and Linux systems. To create a special action, click Add New Custom Special Action. Assign this action a name to help representatives identify it while in a support session. 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 representative's list of special actions. 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. If you check the Confirm box, then representatives 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. Checking the Run Elevated box will cause 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 user on the remote system. When complete, click Add Special Action. 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) special action cannot be disabled. Also, disabling the built-in special actions will not disable the default special actions for mobile devices. CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 26

27 Users and Security USER ACCOUNTS: ADD USER PERMISSIONS FOR A REPRESENTATIVE OR ADMIN View information about all users who have access to your Bomgar Appliance, including local users and those who have access through security provider integration. Search user accounts based on username and display name. Click on a column heading to sort accounts. Click Show Details to see more information or Hide Details to return to the normal view. Edit enables you to change individual account settings (see "Settings and Field Details: User Permissions" on page 33). Delete removes representatives from the system. You cannot delete your own account. Click Create New User to add more representatives to your local system. CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 27

28 REP INVITE: CREATE PROFILES TO INVITE EXTERNAL REPRESENTATIVES TO SESSIONS With rep invite, a privileged user can invite an external representative to join a session one time only. When the user makes the invitation, he or she will select a security profile to determine what level of privileges the external representative should be granted. These security profiles are configured by administrators on this page. You may edit the invitation which will be sent to external representatives when you invite them to join a session. You can include macros to dynamically add the inviting representative's name, the session key and its unique URL, and the public site URL. When creating a security profile, you can create a new profile from scratch or can copy an existing profile. Give this profile a name and description that will help users identify it when making invitations. Then assign a limited set of privileges to this profile. CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 28

29 SECURITY PROVIDERS: ENABLE LDAP, ACTIVE DIRECTORY, RADIUS, AND KERBEROS LOGINS You can configure your Bomgar Appliance to authenticate users against existing LDAP servers, as well as to assign privileges based on the pre-existing hierarchy and group settings already specified in your servers. Click Configure New Provider to add a user or group server, and enter the appropriate information for your server connection. Due to the technical complexity involved in properly integrating security providers with your Bomgar Appliance, the exact configuration is not discussed in this guide. For detailed instructions, please see the complete security provider configuration guides provided at Once your security providers are set up, click Configure New Provider to set up clustered relationships. Clusters can operate in Failover mode for redundancy or Random Selection mode for load balancing. From the list of available providers, select which servers to cluster. Once you save your changes, the servers you have clustered will appear indented beneath their parent. Drag and drop security providers to set their default priority. You can drag and drop servers within a cluster; clusters can be dragged and dropped as a whole. For more complex configuration, click on the Edit button of a server or cluster. For three scenarios If the user is not found, If the provider is unreachable, or If authentication fails you can choose to try the next server in the list, try a specific server, or deny login. If authentication succeeds, you can choose simply to allow login or to look up the user s group settings within a defined group server. To associate users with groups, you must first set up the user servers and group servers separately and then enable group lookup from the Edit page of the user provider. IMPORTANT: Each user that authenticates against a security provider must be a member of at least one group policy that has at least one setting defined in order to log into Bomgar. A default group policy can be set for all users in a security provider. Preexisting groups can also be assigned group policies from the Group Policies page. User providers and group providers must be linked in order for groups to be properly recognized and applied. CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 29

30 GROUP POLICIES: APPLY USER PERMISSIONS TO GROUPS OF USERS The Group Policies page enables you to set up groups of users who will share common privileges. To create a new group policy, click Create New Policy. Alternatively, to expedite the creation of similar group policies, click Copy to create a new policy with identical members and permissions. You can then edit this new policy to meet your specific requirements. Assign users to the group, selecting from your local system or from configured security providers. If your security providers are properly configured, you can also add entire groups to simplify the process. To add users, click the Add button beneath the Policy Members field, select the appropriate provider from the drop down and click on the desired users or groups. To add users/groups from external directory and/or authentication services such as LDAP or RADIUS, configure the necessary providers as described in the "Security Provider Configuration" guides. Once these are configured, they will appear in the provider drop down when adding Policy Members as described above. CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 30

31 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 his or her user account page. 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. Say, for instance, that your Administrators group is allowed to edit the public template and that this policy is first in priority and prevents override. Even if users in the Representatives group are defined as unable to edit the public template and override is also prevented, users who are in both the Administrators and Representatives groups will have the privileges of the Administrators group because it is a higher priority level. However, if the Administrators group permissions are set to allow override and the Representatives group permissions are not, then the Representatives group permissions will have precedence, even if they are a lower priority. 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. To set priority, click Change Order on the main page and then drag and drop group policies. Click Save Order for prioritization changes to take effect. Click Save Policy to put the policy into effect. CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 31

32 Additionally, 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, support team memberships, and Jumpoint memberships are not included in the export. You may now import those 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, support team memberships, and Jumpoint memberships. CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 32

33 SETTINGS AND FIELD DETAILS: USER PERMISSIONS Bomgar gives administrators granular control over user permissions. This table details the permission settings and fields available to Bomgar administrators. 1 Username Unique identifier used to log in. Permission User Rep Invite 2 Display Names Representative's name as shown on the public site, in chats, etc. Representatives can use a public display name, for use with customers, and a private display name, for use in all internal communications. 3 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 representatives are listed on the public site. 4 Password Password used with the username to log in. 5 Must Reset Password at Next Login Forces a password change the next time the representative logs in. 6 Password Expires On Causes the password to expire after a given date or to never expire. 7 Security Question Enables a representative to reset a forgotten password after correctly answering the security question. 8 Security Answer Provide a secret answer to the security question. 9 Profile/Policy Name Create a friendly name for this rep invite security profile or group policy. 10 Policy Members Add users to this group policy. Local users can be added individually, or users who authenticate against a security provider can be added individually or in groups. 11 Memberships Listing of the policies to which the user belongs, linking to the Group Policy page or the policies themselves. 12 Account Expires On Causes the account to expire after a given date or to never expire. 13 Account Disabled Disables the account so the representative cannot log in. Disabling does NOT delete the account. 14 Comments/Description Add comments about the account or policy. 15 Is Administrator Grants the representative full administrative rights. Group Policy CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 33

34 Permission User Rep Invite 16 Allowed to Edit Jumpoints Enables the representative to create or edit Jumpoints. This option does not affect the representative's ability to access remote computers via Jumpoint, which is configured per Jumpoint or group policy. 17 Allowed to Change Display Names Enables the representative to change his or her display names. 18 Allowed to View Reports Enables the representative to run reports on session activity, viewing only sessions in which he or she was the primary representative, only sessions in which one of his or her teams was the primary team or one of his or her teammates was the primary representative, or all sessions. 19 Allowed to View Support Session Recordings Enables the representative to view Flash video recordings of screen sharing sessions, Show My Screen sessions, and command shell sessions. 20 Allowed to Use Reporting API Enables the representative's credentials to be used to pull XML reports via the API, following the rules set above. 21 Allowed to Use Command API Enables the representative's credentials to be used to issue commands via the API. 22 Allowed to Edit Public Site Enables the representative to create and modify public site configurations, edit HTML templates, view the translation interface, etc. 23 Allowed to Edit File Store Enables the representative to add or remove files from the file store. 24 Allowed to Edit Canned Messages Enables the representative to create or edit canned chat messages. 25 Allowed to Edit Support Teams Enables the representative to create or edit support teams. 26 Allowed to Edit Issues Enables the representative to create and edit issues. 27 Allowed to Edit Bomgar Button Profiles Enables the user to edit the Bomgar Button. 28 Allowed to Edit Canned Scripts Enables the user to create or edit canned scripts for use in command shell sessions. 29 Allowed to Show on Public Site Displays the representative's name on all public sites that have the representative list enabled. 30 Allowed to Edit ios Profiles Enables the representative to create, edit and upload Bomgar Apple ios Profile content for distribution to ios device users. 31 Allowed to Provide Remote Support Enables the representative 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 rep invites. Disable setting for presentation-only representatives. Group Policy CONTACT BOMGAR (US) +44 (0) (UK/EMEA) BOMGAR.COM 34

35 Permission User Rep Invite 32 Allowed to Generate Session Keys for Support Sessions Enables the representative to generate session keys to allow customers to start sessions with him or her directly. 33 Allowed to Generate Access Keys for Sending ios Profiles Enables the representative to generate access keys to offer ios content to ios device users. 34 Allowed to Participate in the General Queue Enables the representative to interact with other representatives in the general queue. 35 Allowed to Transfer Sessions to Teams Which They Do Not Belong To Enables the representative to transfer sessions to teams other than his or her own. If disabled, representative interaction is restricted solely to the representative's assigned teams. 36 Allowed to Share Sessions with Teams Which They Do Not Belong To Enables the representative to invite a less limited set of representatives to share sessions, not only their team members or Embassy team members. Combined with the extended availability permission, this permission expands session sharing capabilities. 37 Allowed to Invite External Support Representatives Enables the representative to invite a third-party representative to participate in a support session one time only. 38 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. 39 Prompt Customer for Approval of these Actions in Attended Sessions In an ad-hoc support session, asks the customer for permission to use any of the remote support features in the Representative Permissions section. 40 Prompt Customer for Approval of these Actions in Unattended Sessions In a Jump session, asks the customer for permission to use any of the remote support features in the Representative Permissions section. This setting may be overruled on a per-jump Client basis, allowing permissions without prompting. 41 During Unattended Sessions, Answer Prompts After Selection Set the timing for permissions approval prompts in unattended sessions, after which the default answer set below is given. Selections range from one second to one minute. 42 During Unattended Sessions, Answer Defaults to Deny or Allow Set the default answer for remote support permissions requests in unattended sessions to Deny or Allow. 43 Allowed to Use Screen Sharing Disallow the use of screen sharing, allow viewing only, or also allow control of the remote system. 44 When Screen Sharing Requested Set the prompt to ask for a combination of View Only access to the desktop, Full Control of the screen sharing session, or Full Access of the entire computer with no additional prompts. Cancel is always available as an option. 45 Application Sharing Behavior Determines if a request for screen sharing should never or always prompt the customer to select applications to share, or if the representative can choose whether to prompt for application sharing or not. Group Policy CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 35

36 Permission User Rep Invite 46 Allowed to Restrict Customer Interaction Enables the representative to suspend the remote user's mouse and keyboard input. The representative may also prevent the remote user from seeing the active desktop. 47 Allowed to Show His/Her Screen to the Customer Enables the representative to share his or her screen during a support session. 48 Allowed to View the Customer's Browser in Browser Sessions Enables the representative to browse the same web page the customer is viewing without having control or seeing other applications. 49 Allowed to Use Annotations Enables the representative to use annotation tools to draw on the remote user's screen. 50 Allowed to Download Files Using File Transfer Interface Enables the representative to download files from the remote system to his or her local system. 51 Allowed to Upload Files Using File Transfer Interface Enables the representative to upload files from his or her local system to the remote system. 52 Allowed to Send Files Using the Chat Interface Enables the representative to send files via the chat interface. Even if the representative is disallowed from sending files, the customer can still request to send files to the representative. 53 Allowed Paths on the Customer's File System Enables the representative to transfer files to or from any directories on the remote computer or only specified directories. 54 Allowed Paths on the Representative's File System Enables the representative to transfer files to or from any directories on his or her local computer or only specified directories. 55 Allowed to Request Elevation Enables the representative to attempt to elevate the customer client to run with administrative rights on the remote system. 56 Allowed to Use the Customer's Command Shell Enables the representative to issue commands on the remote computer through a virtual command line interface. 57 Allowed to Use Canned Scripts Enables the representative to run canned scripts that have been created for his or her teams. 58 Allowed to Pull System Information Enables the representative to see a snapshot of the remote computer's system information. 59 Allowed to Send Chat Messages within a Support Session Enables the representative to chat with the end-user. 60 Allowed to Push URLs to the Customer's Web Browser using the Chat Interface Enables the representative 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. Group Policy CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 36

37 Permission User Rep Invite 61 Allowed to Deploy and Manage Bomgar Buttons in Personal Queue Enables the representative to deploy and manage personal Bomgar Buttons. 62 Allowed to Deploy Team Bomgar Buttons Enables the representative to deploy team Bomgar Buttons for teams they are a member of. 63 Allowed to Manage Team Bomgar Buttons Enable the representative to modify the Bomgar Buttons deployed to teams they are a member of. 64 Allowed to Start Sessions from Jump Clients Enables the representative to Jump to computers with Jump Clients installed. 65 Allowed to Start Sessions from all Jump Clients within the system Enables the representative to Jump to remote computers on all team and embassy queues. 66 Allowed to Deploy, Remove and Modify Jump Clients in the Following Queues Enables the representative to pin sessions, set groups, and add comments to Jump Clients only for his or her personal queue; for team and team members' queues; or for all queues, including those deployed to teams and embassies to which the user does not belong as well as to any representative's personal queue. 67 Allowed to Set Passwords on Jump Clients Enables the representative to password-protect Jump Clients. Users with permission to modify all Jump Clients, regardless of team membership, can override passwords on individual Jump Clients. 68 Allowed to Modify, Remove, and Start Sessions from Jump Clients without Entering a Password Enables the representative to access password-protected Jump Clients without needing to know the password. 69 Allowed to Use Shell Jump Enables the representative to Shell Jump into a network device, provided that user also has access to a Jumpoint with Shell Jump enabled. 70 Allowed to Jump on the Local Network without a Jumpoint Enables the representative to Jump to an unattended system in the same LAN/VPN. 71 Allowed to Give Presentations Enables the representative to give presentations to one or more attendees. 72 Allowed to Grant Control to a Presentation Attendee Enables the representative to grant control of his or her 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. 73 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. Group Policy CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 37

38 Permission User Rep Invite 74 Support Teams Designates the teams to which representatives in this group should be added. If a representative is in another group that adds representatives to a team but you do not want representatives in this group to be on that team, set this policy to remove representatives from that team. Representatives added manually to a team cannot be removed via group policy. 75 Jumpoints Designates Jumpoints to which representatives in this group have access. If a representative is in another group that gives access to a Jumpoint but you do not want representatives in this group to have access to that Jumpoint, set this policy to remove representatives from that Jumpoint. Representatives added manually to a Jumpoint cannot be removed via group policy. Group Policy CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 38

39 Reports: Report on Session and Presentation Activity Administrators and privileged users can generate broad, comprehensive reports and also apply specific filtering to customize reported information based on clear-cut needs. Generate activity reports according to four separate Report Types: Session, Summary, Customer Exit Survey, and Representative Exit Survey. In addition, filter reports by such criteria as Session ID or Sequence Number, Date Range, Customer, Representative, or Team. Apply filtering options as needed to derive more customized reports from the four basic report types. If you have an external ticketing system or CRM integration, quickly filter by Session ID or Sequence Number. You may also report on sessions handled within a specific team, or by all representatives within a team including sessions that were never associated with the specified team. Reports can be further limited either by a specified number of days or by a start and end date. FILTERS 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. You cannot combine this filter with others. Date Range select the beginning date and the end date or duration. Customer specify Name, Company Name, Public IP, or Private IP. Representative use the dropdown to choose the type of representative participation you want to include. Team use the dropdown to choose the type of team participation you want to include. Session reports detail a record of the full chat transcript, the number of files transferred, and the permissions requested and granted. Other information includes session duration, local and remote computer names and IP addresses, and remote system information (if enabled). Reports can be viewed online or downloaded into a CSV file, easily transferable to Excel. If session recording is enabled, view a Flash video playback of individual sessions, including annotation 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 a recording of all command shells run during the session. If presentation recording is enabled, reports run on presentations will also include a Flash video of the presentation. All recordings are stored on the Bomgar Appliance in a raw format and are converted to FLV when viewed or downloaded. CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 39

40 Summary reports provide an overview of activity over time, categorized by representative or team. Statistics include the total number of sessions run, the average number of sessions per weekday, and the average duration of sessions. Customer or Representative Exit Surveys allow you to view reports of answers to your custom exit surveys. 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 multiplechoice questions, the Logged Value will be displayed as the answer. From the Presentation page, run reports on presentations that have been given. CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 40

41 Public Portal PUBLIC SITE: CUSTOMIZE THE SUPPORT PORTAL Configure the public site 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. Choose which session initiation options are available for this support portal, selecting whether each option should be enabled for the public site and the API, enabled for the API but hidden on the public site, or disabled. Set whether to display help text for each option. Also, choose whether sessions started with this method should begin with click-to-chat, starting as web-based chats using Flash technology rather than with the full customer client. 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 will immediately appear in that representative s personal queue. 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. Similarly, 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, he or she will immediately join that presentation. You can generate a session key for a support session or presentation and give it to your customer beforehand, requesting him or her 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. Checking the option to prompt the customer requires the remote user to confirm that he or she 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. Alternatively, your customer can fill out an Issue Submission Survey to request support. If you set the survey to display common issues, your customer can select the type of problem he or she is experiencing. Then he or she 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. You can also display a company code field, which can be helpful with issue tracking. 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. CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 41

42 HTML TEMPLATE: CUSTOMIZE THE WEB INTERFACE Customize your public site s HTML to be consistent with the rest of your web site. Macros replace real-time data such as the session initiation options and the language selection drop-down. 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. 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. You can upload a new image to serve as the help icon on the public portal. To restore Bomgar s original help icon for a template, click the Restore to Factory Default Icon button. Note: Changing the style sheet for your site is not recommended except for advanced web developers experienced in CSS. If you do need to edit the style sheet, look in the head of the HTML template and locate the Bomgar CSS file you want to edit. Download this file and modify the values to your specifications; then upload the saved CSS to your Bomgar file store. From the HTML template, modify the appropriate link to point to the updated CSS, following the style sheet URL with the query?view=1 to ensure that strict CSS browsers such as Firefox and Safari will honor the new style sheet (e.g. <link href="/files/screen.css?view=1" rel="stylesheet" type="text/css" />). CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 42

43 FILE STORE: UPLOAD RESOURCE FILES 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. CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 43

44 APPLE IOS: ADD APPLE 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. To administer Apple ios settings, ensure that you have enabled ios permissions settings. Two ios permission settings exist for administrative representative configuration: Allowed to Edit ios Profiles and Allowed to generate access keys for sending ios profiles. In the /login administrative interface, select Users & Security > User Accounts and/or Group Policies. See "User Accounts: Add User Permissions for a Representative or Admin" on page 27 and "Group Policies: Apply User Permissions to Groups of Users" on page 30 for more information. 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. On the administrative interface's Apple ios page, click Add New Profile to add a public or private ios configuration profile in Bomgar. Upload, name, and describe the Apple ios Profile you created with the iphone Configuration Utility software. This Bomgar profile name should help the user select the right profile when browsing your support portal. 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. 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. In the Apple ios :: Configuration Profiles section, each configured ios profile appears as a public or private profile. You can edit or delete the profiles from this section. 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. CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 44

45 In the Apple ios :: Settings section, check ios Configuration Profiles Page Enabled to cause Apple ios devices that access the public portal to be redirected to an ios-specific page. 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. If the ios Configuration Profiles Page Enabled checkbox is not checked, ios device users visiting the public site will not be redirected to an ios-specific portal; they will see the traditional portal. If the ios Configuration Profiles Page Enabled checkbox is not selected, then the Generate Apple ios Profile Access Key option will not be visible on the Support menu in the representative console. The Apple ios :: Portal section allows you to provide the localized title and instruction you want displayed on your ios portal. The Invitation section allows you to customize the message you can send ios customers to direct them to your support portal. You may edit the subject and body, using placeholders for the representative name, the public site URL, the access key, and the access key URL. This message can be localized. The message can be generated and sent to an ios user from the Access Key Generated dialog in the representative console. The representative console will attempt to create the message in the representative's default client. 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. CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 45

46 EXIT SURVEYS: ENABLE THE CUSTOMER EXIT SURVEY AND REPRESENTATIVE EXIT SURVEY Configure customer and representative exit surveys, useful in monitoring satisfaction levels and incident resolution rates. Choose from several types of questions, including radio buttons, check boxes, dropdown menus, text boxes, and text areas. Enter the question text as you would like it to appear on the survey. Then assign it a name for internal formatting and a header to identify it on your survey reports. You may also define CSS styles and classes and an HTML ID for each question. These options are provided for web development. Users unfamiliar with HTML and CSS are recommended to leave these fields blank. Choose the order in which you would like the question to appear on the survey. Add multiple options to a radio button group, a check box group, or a drop down menu by clicking the Add Option button. For each option, assign a display value that will appear to the customer and a logged value that will be saved in the exit survey reports. You can also choose to have an option selected by default and can set the order in which these options will appear below the question. For a drop down menu, you can choose to allow multiple selections. For a text box or text input area, set the size of the text entry field. You may also insert default text into the field. For representative surveys, set if the representative should be required to answer the question before closing the session. CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 46

47 CUSTOMER CLIENT: MODIFY THE INVITATION , DISPLAY OPTIONS, CONNECTION OPTIONS INVITATION The Invitation allows you to create a custom message with unique instructions in each supported language. You can include macros to dynamically add the representative's name, the session key and its unique URL, and the public site URL. DISPLAY OPTIONS Set the customer client to start with the chat area minimized or expanded. You also can choose to unobtrusively start the customer client minimized and without taking focus in attended sessions, Jump Client sessions, or sessions started via Jumpoint. Each of the following messages can be configured in multiple languages, depending upon which language packs are enabled on your Bomgar Appliance. To revert a message to the default text, delete the text from the field and then save the blank message. Customer Agreement You may enable an agreement that the customer must accept before entering a support session. Separate agreements can be configured for full client sessions and for click-to-chat sessions. If the customer does not accept the agreement within the set Acceptance Timeout, the session will end. Customer Greeting and On-Hold Message The customer greeting appears within the chat window once the session is in queue, and the on-hold message displays at intervals until a representative accepts the session. With On Hold Message Interval, set the time between message displays. CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 47

48 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. Orphaned Session Message If a customer requests a session when no representatives are available, an orphaned session message can be displayed. Optionally, the customer's web browser then can be automatically opened to a specified URL, such as a knowledge base or contact page. Options Choose to display a semi-transparent message on the remote screen to indicate that the computer is being supported. You also may show or hide your public site hostname in the customer client title bar. CHAT WINDOW BANNER Upload an image banner for the customer client chat 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 or revert to the default, all new sessions will use that image. Currently running sessions will not be affected. POST-SESSION BEHAVIOR After a session is complete and if a Jump Client is not installed, customers will be notified that the Bomgar software has been uninstalled. Customize this uninstall message in all available languages. To revert the message to the default text, delete the text from the field and then save the blank message. You may choose whether to display a customer exit survey on the Bomgar landing page. If you enable the Bomgar landing page, you also may choose to provide the customer with links to download the chat transcript or the video recording of the session. Questions for the exit survey are configured on the Exit Surveys page. See "Exit Surveys: Enable the Customer Exit Survey and Representative Exit Survey" on page 46. CONNECTION OPTIONS Determine how long a disconnected customer client should attempt to reconnect. Additionally, if the session connection is lost, the remote user's mouse and keyboard input can be temporarily disabled, resuming either when the connection is restored or when the session is terminated. If unable to reconnect within the configured time you have set, the Session Termination Behavior rules set below will apply. These rules do not apply to browser sharing sessions. CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 48

49 To prevent an end-user from accessing unauthorized privileges after an elevated session, set the customer client to automatically log the end user out of the remote Windows computer at session end, or simply lock the remote computer. You can also allow a representative to override this session termination setting from the Summary tab in the representative console during a session. MISCELLANEOUS OPTIONS From the Automatic Elevation dropdown, 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. 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. 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. Additionally, 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. CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 49

50 PRESENTATION: MODIFY THE INVITATION S AND DISPLAY OPTIONS The Scheduled Presentation Invitation allows you to create a custom message to invite attendees to a presentation in the future. The can be configured in each supported language. The In Progress Presentation Invitation allows you to create a custom message to invite attendees to a presentation already in progress. The can be configured in each supported language. Choose which messages should display to your attendees during a presentation. The Attendee Agreement is displayed before the Bomgar client download to ensure that your attendee is aware of the program s screen-sharing functionality. The Greeting welcomes your attendee, requests him or her to wait until the presentation begins, and provides audio conference details if you have configured them in the representative presentation sidebar. 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 and shown the Orphaned Session Message. You can configure each message in each language available on your appliance. To revert to the original Bomgar message, delete the text from the field and then save the blank message. You also may show or hide your public site hostname in the attendee client title bar. CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 50

51 You can upload an image banner to integrate the attendee client chat window with your company s brand. 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 or revert to the default, all new sessions will use that image. Currently running sessions will not be affected. At the end of the presentation, your attendee will be notified that Bomgar has been uninstalled. You can configure this message in each language available on your appliance. To revert to the original Bomgar message, delete the text from the field and then save the blank message. CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 51

52 Localization LANGUAGES: MANAGE AVAILABLE LANGUAGES Bomgar currently supports English, German, Latin American Spanish, EU Spanish, EU French, Italian, Dutch, Brazilian Portuguese, EU Portuguese, Swedish, Turkish, Japanese, Simplified Chinese, and Traditional Chinese. Bomgar supports international character sets. In addition to English, you can install one language package with Standard licensing or multiple language packages with Enterprise licensing. If the Enabled box is checked, that language will be available from the dropdown in the administrative interface, the representative console, and the public site. You can also select a language to be displayed by default. 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. CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 52

53 SEARCH: VIEW CUSTOMIZED TEXT IN ENABLED LANGUAGES View all customizable messages on one page. Enter a word or phrase in the search box to narrow the field. Click on the message you wish to modify to see it displayed in all enabled languages. Each message can be modified individually from this page. The Default String cannot be changed and is meant only as a reference for your custom messages. Should you need to revert a message to its original text, delete all of the text from that message box and save the empty message. The default text in that language will reappear. CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 53

54 Management SOFTWARE MANAGEMENT: DOWNLOAD A BACKUP, UPGRADE SOFTWARE Save a secure copy of your software configuration. Choose if you want your backup to be password protected, and then click the Download Backup button. If you do choose to set a password, you will be unable to revert to the backup without providing the password. 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. Should you need to revert to a backup, browse to the latest backup file that you saved. If applicable, enter the backup password and then click Upload Backup. Note: Restoring the site backup does not revert the help icon to the image present at time of backup (see " HTML Template: Customize the Web Interface" on page 42), nor does it remove any files added since backup. Not all files are backed up, only the first 50 files under 200KB in size. 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 administrator can also use the Check for Updates feature of the /appliance web interface to automatically search for and install new software packages. CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 54

55 SECURITY: MANAGE SECURITY SETTINGS Set rules for local user accounts regarding the length and complexity of passwords, how often passwords expire, and whether a forgotten password can be reset after correctly answering a security question. Allow or disallow the representative console to remember a user s credentials, and set the number of times an incorrect password can be entered before the account is locked out. If a support representative tries to log in with an account already in use, a checked Terminate Session box will disconnect the previous connection in order to allow the new login. You can also set the length of time after which an inactive representative will be logged out to free the license for another representative. The option Remove Representative from Session After Inactivity effectively pushes a representative out of a support session after the period of inactivity you select. This helps Bomgar customers meet compliance initiatives with inactivity requirements. The representative will be notified 1 minute prior to removal and may reset the timeout. A representative is considered active in a session if any files are being transferred, whether through the file transfer tab or the chat interface, or if he or she clicks the mouse or presses a key in the session tab. Mouse movement by itself does not count as activity. As soon as activity stops, the inactivity timer begins. Default Session Key Timeout sets how long a session key will remain valid. If the customer does not use the session key within the allotted time, the key will expire, and the representative will need to issue a new session key in order to run a session. Choose if the representative console should be able to open the default program to allow representatives to send session keys and presentation invitations to customers. If this option is deselected, the URL and Invitation buttons will not be available in the representative console. When supporting a customer with multiple monitors, Show Multi-Display Thumbnail View in the Bomgar Representative Console allows the representative 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. You can allow representatives to capture screenshots of the remote desktop from the representative console. Allow Representatives to Control the Customer Client Window helps strengthen security by preventing representatives from interacting with the customer client while screen sharing. Representatives 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 determines how support representatives are allowed to synchronize clipboards within a screen sharing session. The available settings are as follows: CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 55

56 Not Allowed The representative cannot access or modify the customer's clipboard. Allowed to Manually Send Clipboard From Rep to Customer The representative 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 representative can click a button to copy the contents of the local clipboard to the remote computers clipboard or can copy the contents of the remote clipboard to his or her 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. 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. You can also 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 will not be allowed. If certificate verification has been disabled and is then enabled, all consoles and clients will 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 will appear 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. Additionally, you can 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 Bomgar API Guide for more details. 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. 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. 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 is used to facilitate communication between appliances. Leave this field blank if this appliance does not communicate with other appliances. CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 56

57 You can also determine which IP networks should be able to access your Bomgar Appliance and set the ports through which it can be accessed. CONTACT BOMGAR (US) +44 (0) (UK/EMEA) BOMGAR.COM 57

58 SITE CONFIGURATION: SET HTTP PORTS You may enter one or more hostnames to serve as aliases for your public site. Each hostname must be a registered A record and must resolve to the IP address of your Bomgar Appliance. 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. CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 58

59 CONFIGURATION: CONFIGURE THE SOFTWARE TO SEND S Configure your Bomgar Appliance to work with your SMTP relay server in order to send automatic notifications of certain events. On this page, you also can view the address from which automatic messages from your Bomgar Appliance will be sent. Enter one or more addresses to which these alerts should be sent. If you wish to receive an immediate test to verify that your SMTP settings are accurately configured, check the Send a test box before clicking the Save Changes button. You can also have the Bomgar Appliance send a daily notification to ensure that alert communication is working correctly. CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 59

60 OUTBOUND EVENTS: SET EVENTS TO TRIGGER MESSAGES You can configure your Bomgar Appliance to send messages to an HTTP server or to an address when different events are triggered. Triggers for messages to both HTTP servers and recipients can be any of the following: Support session end Customer exit survey is completed Representative exit survey is completed In addition to the above triggers, HTTP recipients also have these triggers available for messages: Support session start Support session ownership changes Someone joins a support session Someone leaves a support session Within the Recipients section, the 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. Also, if an event continues to retry and fail, set how long it should continue to retry before being dropped. HTTP RECIPIENTS 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. When configuring an outbound event handler, create a friendly name for the handler and enter the destination URL. If you are operating over an HTTPS connection, you can upload your CA certificate in order to maintain a secure connection. Set how often to retry a failed attempt. If an event continues to retry and fail, set how long it should continue to retry before being dropped. Enter one or more addresses to which notification should be sent if an error should occur. Set how long after an error the should be sent; if the problem is resolved before this time is reached and the event succeeds, no error notification will be sent. You can also set how often error s should be sent if a failed status should continue. For a detailed look at the different variables that can be sent, please see the Outbound Events Reference Guide, available at CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 60

61 RECIPIENTS Before you set up your Bomgar Appliance to send event messages to an address, verify that your Bomgar Appliance is configured to work with your SMTP relay server. Go to the Configuration page to verify settings. Create a friendly name for the event handler and enter the address to receive notice of the selected event(s). You can configure up to 10 addresses, separated by commas. Use the Disabled checkbox to quickly stop the s for the event handler you set up, as in the event of planned integration testing, for instance. Configure event s for Support Session End, Customer Exit Survey is Completed, and Representative Exit Survey is Completed. For each event , select from listed macros you may use to customize the content of the for your purposes. CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 61

62 SUPPORT: CONTACT BOMGAR SUPPORT The support page provides contact information should you need to contact a Bomgar support technician. In the event that a Bomgar support representative should need access to your appliance, he or she will provide you with support, access, and override codes to enter on this page to create an applianceinitiated, fully encrypted support tunnel back to Bomgar for quick resolution of complex issues. CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 62

63 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. Ports 80, 443, and 8200 need to be open for outbound TCP traffic on the customer s and representative s firewalls. 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: bomgar-scc-{uid}.exe bomgar-scc.exe bomgar-pac-{uid}.exe bomgar-pac.exe For assistance with your firewall configuration, please contact the manufacturer of your firewall software. Note: Port 8200 is used as a rollover for port 443 and, although not required, is recommended. If you should still have difficulty making a connection, contact Bomgar support at CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 63