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.
TC:10/23/2023
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.
2 TC: 10/23/2023
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.
3 TC: 10/23/2023
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.
4 TC: 10/23/2023
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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