Phased rollout

 

This version is currently available to SaaS customers only. It will be available to on-premises customers soon.

Requesting for remote access to the end users' devices

When Live Chat is integrated with BMC Client Management (BCM), support agents can remotely access the desktop of end users through a web browser.

For more information, see Remotely access a desktop to solve issues during a chat.

Before you begin

Make sure that the administrator has configured the following settings in BCM:

SettingDescription
BCM Master Server URL

Make sure you have installed BCM version 21.02 and configured the BCM Master Server URL.

BCM Console URL

Make sure you have installed BCM version 20.08 or later and configured the BCM Console URL.

BMC Helix Single Sign-On (Remedy SSO)

Enabled for BMC Client Management (BCM) and Live Chat. BCM and Live Chat is on the same Remedy SSO server.

Access-Control-Allow-Origin option

Added the Self Service Portal URL in the Access Control Allow origin field in the HTTP Protocol Handler Module, as shown in the following image:

 HTTP Protocol Handler Module


For more information, see  Setting the HTTP Protocol Handler module parameters .

(If you do not want to ask for end user's consent to remote control the desktop)

Acknowledgement Pop-up

Set the value to Not Required if you do not want to ask the end user's consent to remote control the device.

Important: If the value is set to Required and the end user denies consent to allow remote control, as an agent, you see a message on the BCM screen that the end user has denied permission.

(If you want to record a desktop-sharing session automatically)

Automatic recording

Enabled automatic recording. If it is not enabled, as an agent, you must manually start the recording. You can then post it to the chat or add it in the ticket.

For more information, see  Configuring the remote control recording parameters

To remotely access a desktop when BCM agent is installed

Important

  • If BMC Helix Single Sign-On (Remedy SSO) is configured, the authentication to BCM server is performed by using Remedy SSO. If Remedy SSO is not configured, the agent is directed to the login screen for BCM console. 
  • Make sure that the BCM username is the same as the Remedy SSO login ID. If the BCM user name is different, BCM will fail to connect to the desktop.
  1. From your application home page, click Live Chat.
  2. Accept a chat session, by clicking one of the following options:
    1. Queue—A new chat session initiated by a user.
    2. Transferred—A chat session transferred by another agent.
  3. Click Accept
    You can view your accepted chats on the My chats tab. 

  4. To access the BMC Client Management web console, from the Chat Actions list, click Request Control.
    You are directed to the BMC Client Management web console.
  5. Perform the following steps based on the number of devices installed to enable a remote-control session.

    OptionActionExample
    Only one BCM device is installed

    You can access the end user's desktop, manage the remote session.

    The connection to the end user's desktop is established as soon as the agent clicks Request Control.
    Multiple BCM devices are installed

    To establish a remote session, click to select the desktop that you want to access.

To remotely access a desktop when BCM agent is not installed

  1. From your application home page, click Live Chat.
  2. Accept a chat session, by clicking one of the following options:
    • Queue—A new chat session initiated by a user.
    • Transferred—A chat session transferred by another agent.
  3. Click Accept
    You can view your accepted chats on the My chats tab. 

    Important

    If the Agent Auto Accept option is enabled, Live Chat automatically assigns chats to the agents. Learn more how automatic assignment of incoming chats.

  4. To access the BMC Client Management web console, from Chat Actions, click Request Control
    You are directed to the BMC Client Management web console.
  5. Click On Request  tab.
  6. In the Generate Session section, select the operating system of the end user's device.
    The Remote Control on Request UI displays packages for Windows (32 bit and 6 bit) and MacOS operating system. 
  7. From the Package list, select the rollout package, and click Generate.
  8. In the Session Details dialog box, enter the following details:

    FieldDescriptionExample
    Session Name Enter a session name.

    Session Sharing  Select one of the following options:
    • Download portal URL and authentication token: Use this option to provide the portal URL to the end user via email and the authentication token separately via phone. The end user can connect to the portal and enter the authentication key. The package download is launched immediately. After the package is downloaded, the end user can execute it.
    • URL of the Remote Control package: Use this option to provide the full package URL and the end user does not need to go to the download portal.
  9. Based on your preference, select one of the following options to share the URL with the end user.
    • To send the URL via email, and the authentication token via phone. click .
    • To copy and send the URL to the end user through chat, click .

The user uses the URL to download the package and start the remote sharing.  

Related topics

Interacting with chat users

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