Requesting for remote access to the end users' devices
Before you begin
Make sure that the administrator has configured the following settings in BCM:
Setting | Description |
|---|---|
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 | Enabled for BMC Client Management (BCM) and Live Chat. BCM and Live Chat is on the same BMC Helix 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
- From your application home page, click Live Chat.
- 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.
- Click Accept.
You can view your accepted chats on the My Chats tab. - To access the BMC Client Management web console, click Request Control from the Chat Actions list.
You are directed to the BMC Client Management web console.
If you have BMC Client Management agent installed:
Perform the following steps based on the number of devices installed to enable a remote-control session.
Option | Action | Example |
|---|---|---|
Only one BCM device is installed | You can access the end user's desktop and manage the remote session. | The connection to the end user's desktop is established when 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.
If you do not have BMC Client Management agent installed:
- Click On the Request
tab. - 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 and 64-bit) and MacOS operating systems. - From the Package list, select the rollout package and click Generate.
In the Session Details dialog box, enter the following details:
Field
Description
Example
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.
- 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
.
- To send the URL via email, and the authentication token via phone. click
The user uses the URL to download the package and start the remote sharing.