Configure Remote Support Service Commands
After remote support services are enabled in the Chat and Remote Support Connector Settings in CSM Administrator, remote support service commands are available in the menu bar of the CSM Desktop Client under Tools>Chat. View all the commands from the Tools>Chat menu. The commands that can only be executed from a Business Object Form are grayed out unless in a Business Object Form (this includes all commands except Display Chat Service Information and Open Bomgar Chat Service Console, which can be executed whether or not they are in a Business Object Form). The ability to execute remote support service commands is also affected by security rights.
Some commands are included in default Bomgar remote support service One-Step Actions available from various areas within CSM. Remote support service commands can also be added to controls on Business Objects configured in Blueprints in CSM Administrator.
The following remote support service commands are available:
| Command | Description/Actions | Executed From |
|---|---|---|
| New Chat Session |
Allows a technician or Customer to request a new Bomgar remote support session. Use in the CSM Desktop Client for technicians to launch a remote support session, and then edit and send an e-mail containing the session details and a link to the Customer as an invitation to the session. When the Customer clicks the link in the e-mail, she is prompted to download a temporary client chat application used to join the session. Technicians can also request that the new session be placed in their personal queues in the Bomgar Representative Console. Use in the Portal for Customers to immediately initiate a remote support session through the Customer's Browser. |
CSM Desktop Client, Business Object Form (Configured control on Business Object Form or Tools>Chat>New Chat Session from Menu bar in CSM Main window). CSM Portal. |
| Remotely Administer a Device |
Allows the technician to initiate a new remote control session to administer a device (such as a computer) on the local network. After the remote control session has completed, the session history is processed according to the configuration (in the same way as for chat conversations) and optionally attached to the Business Object and associated Customer. Note: This command can only be used with computers on the same network as the CSM installation. To use this command, the target computer must have Bomgar Jump Client software installed. For more information, refer to the Bomgar Technical documentation on Jump Clients. |
CSM Desktop Client, Business Object Form (Configured control on Business Object Form or Tools>Chat>Remotely Administer a Device from the Menu bar in the CSM Main window). |
| Add Chat Session History |
Allows the technician to manually associate the history for a particular Bomgar remote support session with the Business Object in focus. Prompts the technician to enter the Bomgar session ID for the remote support session, and then populates the Journal - Remote Support History Form with the session information. The type of Business Object to which the history is manually added must be one of the object types configured in the Chat and Remote Support Connector Settings in CSM Administrator. The object type must also have the Update Behavior enabled. The Actions configured for the Update Behavior for the object type are executed. |
CSM Desktop Client, Business Object Form (Configured control on Business Object Form or Tools>Chat>Add Chat Session History from the Menu bar in the CSM Main window). |
| Display Chat Service Information | Displays a window with system information related to the Bomgar API (ex: API version information), as well as what the Bomgar user authorized to perform API requests (configured in the Chat and Remote Support Connector Settings (General page)) is allowed to do (ex: access command API, view session recordings, etc.). | CSM Desktop Client (Configured control on Business Object Form or Tools>Chat>Display Chat Service Information from the Menu bar in the CSM Main window). |
| Open Bomgar Chat Service Console | Starts or switches to the Bomgar Representative Console (if installed on the technician’s system). |
CSM Desktop Client. (Configured control on Business Object Form or Tools>Chat>Open Bomgar Chat Service Console from the Menu bar in the CSM Main window). |