Default Bomgar Remote Support Service One-Step Actions
CSM provides several default One-Step Actions that execute the New Chat Session and Remotely Administer a Device commands from various locations within CSM. The behavior and appearance of these One-Step Actions are controlled by Bomgar Remote Support Service Stored Values. After remote support services are enabled in the Chat and Remote Support Connector Settings in CSM Administrator, the following default Bomgar remote support service One-Step Actions are available:
| One-Step Action | Description/Actions | Executed From |
|---|---|---|
| Bomgar Chat Session (Desktop Client) |
If the Bomgar Chat Integration Stored Value is set to Active, it executes the New Chat Session Command to launch a remote support session. If the Bomgar Chat Integration Stored Value is set to Demo (default), opens a pop-up that shows the following message to the User: "When the Bomgar integration is Active, Cherwell will initiate a chat session with the requester." 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. |
CSM Task Pane, Common Tasks, Bomgar Chat Request link label. CSM Task Pane on Incident Form, Incident Actions, Create Bomgar Chat Session link label. |
| Bomgar Chat Session (Portal) |
If the Bomgar Chat Integration Stored Value is set to Active, opens a prompt to request information from the Customer (based on the Customer Identification settings). The information requested in the prompt may vary depending on whether the Customer is logged into the Portal or not. Use in the Portal for Customers to initiate a remote support session through the Customer's Browser. |
CSM Portal Menu bar, Bomgar Chat Request action (only visible if Bomgar Chat Integration Stored Value is set to Active). |
| Bomgar Remote Session |
If the Bomgar Remote Control Integration Stored Value is set to Active, it executes the Remotely Administer a Device command to initiate a new remote control session with the requester's primary CI (based on the Primary CI Field in the Incident or Config-Computer Business Object). If the Bomgar Remote Control Integration Stored Value is set to Demo (default), opens a pop-up that shows the following message to the User: "When the Bomgar integration is Active, Cherwell will initiate a remote control session with the requester's CI." 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 Task Pane on Incident Form, Incident Actions, Bomgar Remote Control link label. CSM Task Pane on Config-Computer Form, Config-Computer Actions, Bomgar Remote Control link label. |