Remote Support 21.3 Admin Guide - BeyondTrust

Remote Support 23.3 Admin Guide

?2003-2023 BeyondTrust Corporation. All Rights Reserved. Other trademarks identified on this page are owned by their respective owners. BeyondTrust is not a chartered bank or trust company, or depository institution. It is not authorized to accept deposits or trust accounts and is not licensed or regulated by any state or federal banking authority.

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REMOTE SUPPORT 23.3 ADMIN GUIDE

Table of Contents

Remote Support Administrative Interface

5

Log in to the Administrative Interface

6

Search /login Administrative Interface

8

Status

9

Information: View BeyondTrust Remote Support Software Details

9

Representatives: View Logged In Reps and Send Messages

11

What's New: See Software Release Details

12

User Menu

13

Consoles and Downloads: Launch the Web Rep Console and Download the Desktop

Representative Console

14

Consoles and Downloads: Download Virtual Smart Card Installer

16

My Account: Change Email and User Settings, and Enable Extended Availability Mode 17

My Account: Change Password Settings and add Passwordless Authenticators

19

Configuration

21

Options: Manage Session Queuing Options, Record Sessions, Set Up Text Messaging 21

Issues: Manage Support Issues

25

Support Teams: Group Representatives into Teams

27

Skills: Route Issues to Representatives

32

Access Sponsors: Create Groups of Privileged Users

34

Support Buttons: Deploy Support Buttons for Quick Session Start

35

Custom Fields: Create and Modify Fields for Public Portal Issue Submissions

41

MS Teams: Enable and Customize the Microsoft Teams Integration

42

MS Teams: Service Now Virtual Agent Integration

43

Jump

53

Jump Clients: Manage Settings and Install Jump Clients for Unattended Access

53

Jump Groups: Configure Which Representatives Can Access Which Jump Items

62

Jump Policies: Set Schedules for Jump Clients

64

Jump Item Roles: Configure Permission Sets for Jump Items

66

Jumpoint: Set Up Unattended Access to a Network

69

Jump Items: Import Shortcuts to Jump Items

71

Vault for Remote Support

79

SALES: contact SUPPORT: support DOCUMENTATION: docs ?2003-2023 BeyondTrust Corporation. All Rights Reserved. Other trademarks identified on this page are owned by their respective owners. BeyondTrust is not a chartered bank or trust company, or depository institution. It is not authorized to accept deposits or trust accounts and is not licensed or regulated by any state or federal banking authority.

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REMOTE SUPPORT 23.3 ADMIN GUIDE

Discovery: Discover Accounts, Endpoints, and Services in a Domain

79

Accounts: Manage Vault Accounts

83

Vault Account Groups: Add and Manage Account Groups

93

Account Policies: Add and Manage Account Policies

96

Endpoints: Manage Discovered Endpoints

98

Services: View and Manage Discovered Services

99

Domains: Add and Manage Domains

100

Options: Configure Global Default Account Policy Settings and Password Length for

Account Rotation

102

Rep Console

104

Rep Console Settings: Manage Default Rep Console Settings

104

Custom Links: Add URL Shortcuts to the Representative Console

110

Canned Messages: Create Messages for Chat

111

Canned Scripts: Create Scripts for Screen Sharing or Command Shell Sessions

113

Special Actions: Create Custom Special Actions

116

Users and Security

118

Users: Add User Permissions for a Representative or Admin

118

User Accounts for Password Reset: Allow Reps to Administer User Passwords

136

Rep Invite: Create Profiles to Invite External Representatives to Sessions

138

Security Providers: Enable LDAP, Active Directory, RADIUS, Kerberos, SAML for Reps,

and SAML for Public Portals

139

Session Policies: Set Session Permission and Prompting Rules

155

Group Policies: Apply User Permissions to Groups of Users

164

Kerberos Keytab: Manage the Kerberos Keytab

183

Licensing: Assign Representatives to License Pools

184

Reports

186

Support: Report on Session Activity

186

Presentation: Report on Presentation Activity

189

Licensing: Report on Peak License Usage

190

Vault: Report on Vault Account and Rep Activity

191

Compliance: Anonymize Data to Meet Compliance Standards

192

Jump Item: Report on Jump Item Activity

194

Syslog: Download Report Containing All Syslog Files on the Appliance

196

Public Portals

197

SALES: contact SUPPORT: support DOCUMENTATION: docs ?2003-2023 BeyondTrust Corporation. All Rights Reserved. Other trademarks identified on this page are owned by their respective owners. BeyondTrust is not a chartered bank or trust company, or depository institution. It is not authorized to accept deposits or trust accounts and is not licensed or regulated by any state or federal banking authority.

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REMOTE SUPPORT 23.3 ADMIN GUIDE

Public Sites: Customize the Support Portal

197

Schedule: Set Public Portal Open Hours

202

HTML Templates: Customize the Web Interface

204

Customer Notices: Create Messages for the Customer Notification System

205

File Store: Upload Resource Files

207

iOS Configuration Profiles: Add Apple Configuration Profiles

208

Surveys: Enable the Customer Exit Survey and Representative Survey

211

Customer Client: Modify the Invitation Email, Display Options, Connection Options

215

Presentation: Modify the Invitation Emails and Display Options

224

Localization

227

Real-Time Chat: Translate Chat Messages Between Rep and Customer

227

Languages: Manage Installed Languages

230

Search: View Customized Text in Enabled Languages

231

Management

232

Software: Download a Backup, Upgrade Software

232

Security: Manage Security Settings

236

Site Configuration: Set HTTP Ports, Enable Prerequisite Login Agreement

245

Email Configuration: Configure the Software to Send Emails

246

Outbound Events: Set Events to Trigger Messages

253

Cluster: Configure Atlas Technology for Load Balancing

256

Failover: Set Up a Backup B Series Appliance for Failover

260

API Configuration: Enable the XML API and Configure Custom Fields

263

Support: Contact BeyondTrust Technical Support

266

Ports and Firewalls

267

Disclaimers, Licensing Restrictions, and Tech Support

268

SALES: contact SUPPORT: support DOCUMENTATION: docs ?2003-2023 BeyondTrust Corporation. All Rights Reserved. Other trademarks identified on this page are owned by their respective owners. BeyondTrust is not a chartered bank or trust company, or depository institution. It is not authorized to accept deposits or trust accounts and is not licensed or regulated by any state or federal banking authority.

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REMOTE SUPPORT 23.3 ADMIN GUIDE

Remote Support Administrative Interface

This guide offers a detailed overview of /login and is designed to help you administer BeyondTrust users and your BeyondTrust software. The BeyondTrust Appliance B Series serves as the central point of administration and management for your BeyondTrust software and enables you to log in from anywhere that has internet access in order to download the representative console. Use this guide only after an administrator has performed the initial setup and configuration of the B Series Appliance as detailed in the BeyondTrust Appliance B Series Hardware Installation Guide at docs/remote-support/gettingstarted/deployment/hardware. Once BeyondTrust is properly installed, you can begin supporting customers immediately. Should you need any assistance, please contact at support.

SALES: contact SUPPORT: support DOCUMENTATION: docs ?2003-2023 BeyondTrust Corporation. All Rights Reserved. Other trademarks identified on this page are owned by their respective owners. BeyondTrust is not a chartered bank or trust company, or depository institution. It is not authorized to accept deposits or trust accounts and is not licensed or regulated by any state or federal banking authority.

5 TC: 10/23/2023

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