Installing and Utilizing the BeyondTrust Remote Assistance App

Guide Overview

This guide is designed to give Incident IQ administrators an overview of the following BeyondTrust Remote Assistance app related topics:

  • Accessing and installing the BeyondTrust Remote Assistance app.
  • Utilizing the app on tickets to access devices remotely.

 

Guide Index

You can use the following links below to quickly navigate to a specific section in this document. To quickly return to this index simply use the Return to Index link located at the end of any section.

  1. Introduction
  2. Installing the App
  3. Opening Remote Connections on Tickets

 

Introduction

The BeyondTrust Remote Assistance app provides districts a method to utilize remote assistance features within an Incident IQ ticket. Once installed, all tickets will automatically display the BeyondTrust Remote Assistance widget below the Submitted By section. This provides the district with the following benefits:

  • Streamlines the remote request process for both agent and requestor
  • Provides requestors with step-by-step instructions on how to accept a remote assistance request
  • Tracks each step of the remote session through the ticket timeline, including date and time stamps

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Installing the App

To install the BeyondTrust Remote Assistance app, begin by clicking on Incident IQ Apps > Browse on the left navigation bar.

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Under the Remote Assistance section, click on the BeyondTrust Remote Assistance app. Next, click on the Install button and follow the steps to complete the installation.

BeyondTrust_Remote_Assistance_Install.png

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Opening Remote Connections on Tickets

After installing the BeyondTrust Remote Assistance app, agents and admins can request remote sessions with ticket requestors directly on any ticket page. This is done by accessing the BeyondTrust widget located just below the Submitted By section on any ticket.

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The agent and requestor will need to coordinate with each other ahead of time to determine the best time for a remote support session. At the appointed time, the agent can request a new remote session simply by clicking on the Request a New Remote Session button.

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This will add a note in the ticket timeline, and a ticket update notification should go out notifying the requestor that the ticket has been updated. Please note, this updated email should not be used to coordinate the time that fits the agent and requestor schedule for the remote session. If needed, the agent may cancel the request from their side at any time.

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Once the agent has requested a remote session, the requestor will be able to see the request when directly accessing the ticket while logged into Incident IQ. Next, the requestor can either Accept or Deny the request for remote session.

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If the ticket requestor accepts the request, the agent will next need to provide a BeyondTrust Session Key so the requestor can have access a BeyondTrust remote session.

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The agent will be able to copy and paste their BeyondTrust Session key into the provided fields on the ticket. The requestor can then open the remote session on their end. Once troubleshooting has finished, the working agent or admin can close the session by clicking on Session Complete.

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