OIT Public Knowledge - BeyondTrust Remote Support

The Office of Information Technology has obtained a server appliance and licenses for BeyondTrust Remote Support. This tool provides remote support to support our clients and to help reduce interruption to the user's workday. This document is intended to provide information to both supported end users and departments on the BeyondTrust Remote Support service.

Information
Escalation
Related Documentation

Information

BeyondTrust Remote Support provides support teams a means to remotely support customer systems.

WEB INTERFACES/PORTALS

The following 2 websites are used for BeyondTrust Remote Support:

Admin Interface: https://ncsu.beyondtrustcloud.com/login
Public Portal: https://ncsu.beyondtrustcloud.com

INSTRUCTIONS

First Time Administrative Interface Access
1. Access https://ncsu.beyondtrustcloud.com/login
2. Click the weblink for "Use SAML Authentication"
3. Login with Unity ID
4. First time logging into the website, you should receive an error as this process adds your unity account to the BeyondTrust server for use.
5. Contact OITMDS to complete having your Unity account added to the BeyondTrust Admin Console.
Administrative Interface Access
1. Once your Unity account has been added to the BeyondTrust Admin Console, then access the Administrative Interface: https://ncsu.beyondtrustcloud.com/login
2. We recommend Downloading the Representative Console for additional functionality, but you can also Launch the Web Rep Console if you prefer to use with limited functionality.
3. Click Start, Representative Console (ncsu.beyondtrustcloud.com)
4. BeyondTrust Remote Support Login Screen - change Authentication Using to SAML Credentials
5. Click Login button - Note: Sometimes the window opens behind other existing windows

START A SESSION

1. Click the Session Key button in the top middle of the application
  1. URL Session
    1. Click the Copy icon at the end of the URL link
    2. Paste and send the URL link to the customer in application of choice such as Servicenow incident, email, chat, etc.
    3. Instruct the customer to click on the URL that you sent to them and to select the downloaded bomgar file
    4. In your BeyondTrust Remote Support Representative Console, select the system to connect to, select Accept button
    5. Select Screen Sharing
    6. Instruct customer to select the Allow button on their system
      Note: You now have a remote session with the customer's system. If elevated privileges are needed to make system changes then click the Orange shield at the top of the screen, select Specific User, wolftech\username, customer needs to select Yes button to accept on their system.
  2. Session Key Session
    1. Instruct the customer to access the Public Portal: https://ncsu.beyondtrustcloud.com/
    2. Instruct the customer to type in the Session Key and select the Submit button
    3. Instruct the customer to select the downloaded bomgar file
    4. In your BeyondTrust Remote Support Representative Console, select the system to connect to, select Accept button
    5. Select Screen Sharing
    6. Instruct customer to select the Allow button on their system
      Note: You now have a remote session with the customer's system. If elevated privileges are needed to make system changes then click the Orange shield at the top of the screen, select Specific User, wolftech\username, customer needs to select Yes button to accept on their system.

HISTORY

Bomgar Remote Support was first released back in 2003. On September 13, 2018 - Bomgar acquired BeyondTrust and decided to name the combined company BeyondTrust. This has changed the product name from Bomgar Remote Support to BeyondTrust Remote Support. You may still see the Bomgar name represented throughout the BeyondTrust Remote Support application.

BEYONDTRUST REMOTE SUPPORT LICENSING

BeyondTrust Licensing is per concurrent user, so as a Technician using the Representative Console will use 1 license even when connecting to multiple systems.
When inviting a Technician to an existing remote session, this will use a second or 2 concurrent user licenses for the time the second Technician is logged into their console. This happens since both you and another Technician are logged into their Representative consoles.
Licensing for university use has 2 different models.
- Shared Appliance: OIT will work with departments to obtain additional licenses to be utilized on the already purchased and configured OIT Remote Support Appliance. License cost is about $2500\per user annual cost license based on prorated 1-year cycle when purchased. A quote will be provided through CDW to purchase through MarketPlace. OIT will manage the Server appliance and set policies in accordance with the security required at the university and maintainable by OIT staff. OIT will communicate annual renewals for licenses.
- Separate appliance: OIT will put your department in contact with our vendor for individual service. Individual departments would be responsible for the initial setup cost for the appliance in addition to per-user license purchases. Appliance costs may vary. This licensing model allows departments to use features that OIT may disable due to administration limitations, such as Jump Clients. Billing for appliance and licensing will not be handled by OIT.

Escalation

Any questions on process or content contained in this document should be escalated through the NCSU Help desk and a have an incident assigned to the OIT_DESKTOP_SUPPORT team.

BeyondTrust Remote Support

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