Bomgar remote support tool

Bomgar is a secure remote support tool which has been purchased by IT Services and is available to local IT support staff on a subscription basis.

The Bomgar tool has a number of features, however initially only the remote support tool with a temporary downloadable client will be available to the majority of users. Additional features will be trialled by IT Services staff and will potentially be offered to local IT teams in the future.

The remote support tool is fully integrated into the Oxford Service Manager (OSM) service management tool also offered by IT Services, however it can also be used as a standalone application.

 

BOMGAR INFORMATION

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Bomgar is available to IT Services staff as well as to all registered IT Support Staff. The service is subscription based with renewals being charged in August each year. IT Staff can either download the Bomgar rep console, which is available for Windows, Mac and Linux, or use the web app. Users requesting access to Bomgar will be required to adhere to a code of conduct.

The service costs £200 per named ITSS user per year, renewals will be charged in August each year. Note no charges will be levied in the 2017/18 financial year. Charges are levied on a cost recovery basis and will be reviewed periodically.

 In order to keep the administrative element of the charge to a minimum the following applies for users joining part way through the financial year:

  • Users joining in the first six months of the financial year will be charged the full annual cost, those joining in the latter half of the year will only be charged a subscription fee for subsequent financial years.
  • No refunds will be issued for part years and user licenses are non-transferrable.

IT support staff can request access by searching for and completing the appropriate request in Oxford Service Manager (OSM) Self-Service. (search 'Bomgar')

Note in order for access to be granted permission must be sought from the budget holder for the annual subscription and the account holder must agree to the code of conduct.

Training materials will be sent to new users as part of the set up process, however they are also included on this webpage.

FREQUENTLY ASKED QUESTIONS

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Yes, whilst Bomgar is fully integrated into the Oxford Service Manager (OSM) Service Management tool it can also be used as a standalone application.

No. In order to keep the overall costs to the university as low as possible a simple charging model has been implemented see “What are the costs for a college or department?”

No. In order to keep the overall costs to the university as low as possible a simple charging model has been implemented see “What are the costs for a college or department?”

All sessions are recorded. Security is applied so apart from the system administrator only the end user and other members of your unit can view the recordings. The Bomgar infrastructure is entirely hosted by IT Services onsite and recordings are kept for 90 days.

Yes. Bomgar can be used to connect to almost any device with a browser and an internet connection.

Yes. Bomgar sessions will reconnect after a reboot or any other form of disconnection except in the circumstances where the end user has manually terminated the session.

Yes. To connect to a PC or laptop users will need to download and run a small, temporary application. The application can be run by non-admin users and will be removed when the session ends. Mobile device users will be prompted to install the Bomgar app from the appropriate app store before initiating the session.

DOCUMENTATION AND QUICK REFERENCE GUIDES

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When using the Bomgar remote support tool, remember that the use of an individual's PC by another person, particularly when they are not physically present, requires mutual trust which must be maintained throughout the period of use.

When making use of remote support:

  • DO establish telephone contact, and maintain this contact with the user throughout the session wherever possible.
  • DO explicitly ask the customer to give permission to allow their machine to be taken over; the tool should be used only after permission has been granted.
  • DO ask the customer to close any windows containing potentially sensitive material before their machine is taken over.
  • DO inform the customer when the remote control session has been closed, and the outcome of the work performed.

Note:  You must adhere to the Bomgar Code of Conduct.

The Bomgar Representative Console must be installed on your machine before you can start a Bomgar remote support session. Once the installation is complete, start a Bomgar remote support session from your desktop by clicking the Bomgar icon.

  • If you are a member of IT Services, login using your CONNECT credentials.
  • Otherwise open the Authenticate Using drop-down list and select SAML Credentials, then login using your SSO credentials:
  1. To start a new session, click on the button marked Session Key.
  2. The window which appears next displays the newly generated session key: You can connect to the customer in one of two methods:
  • A web link:

         Instruct the customer to go to remotesupport.it.ox.ac.uk

         Provide the Session Key which is displayed on the screen.

         The customer will type this when prompted and the session will begin

  • Emailing a link:

         The Send button provides a drop-down list allowing you to choose where the email is set from:

         Send Local Email - will open an email sending window in your default mail client. Type the customer's address in               the To: field and send.

          Send Server Email - will prompt for the customer's address and send a message from the Bomgar server without                exposing your own email address.

  • If you chose the email option to connect – the customer will receive a confirmation email:

        3. They will need to click on the link as prompted.

        4. A screen will open and the customer will need to follow the instructions.

        5. This may run a security scan for the customer, the sharing icon will briefly appear.

        6. The customer will need to Allow the following request, the share icon will show on the customer’s device.

         7. Highlight and Accept the incoming connection.

         8. You can select to view either one of the customer’s screens. Click on required screen.

         9. To end the session, click the red X. Click, End Session.

 

The customer will be advised of the session ending and can ignore the survey which will appear.

Note:  You must adhere to the Bomgar Code of Conduct.

In order to start a Bomgar remote support session from within Oxford Service Manager (OSM) (formerly known as HEAT), the Bomgar Representative Console must be installed on your machine. Once the installation is complete,

  1. Click Bomgar to start a session.

Bomgar session button in HEAT

Confirmation of session start

Okay running the script

You may need to download the Bomgar .EXE file and RUN it.

Download bomgar.exe file

Send an invitation email to the customer. 

Send customer invite

Select – LOCAL EMAIL
This will open an email template. Just add the customer email address and send.

 customer email template

The customer will see the following:

Customer view of support portal

Run button for the customer

They need to click Run. This may start a security scan.

Security scan alert

The customer will see the following text dialog box.

Dialog box for the customer

and will need to Allow the request.

Allow button for the customer

Once this is done, the share icon will show on the customer's device.

Accept the customer's incoming connection.

Incoming connection

Bomgar interface

You can select either of the customer's screens to see content. Simply click on required screen.

  1. To end the session, click the red X and select End Session

Session end button

end session confirmation

  1. To see the video or chat (text) for this session, click the Bomgar Session tab in OSM

Viewing video or chat record

and then double click on the session.

Selecting the transcript

Click the required recorded session and follow the prompts. 

A Guide for Support Analysts

Note:  You must adhere to the Bomgar Code of Conduct.

This guide describes how to install the Bomgar Representative Console on your device(s) so that you can initiate Bomgar support sessions with end users who need assistance.
Before we are able to grant you an account, you need to do the following:

Complete the Bomgar access Service request

Go to: https://remotesupport.it.ox.ac.uk/login/login

  • If you are a member of IT Services, login using your CONNECT credentials.
  • Otherwise click on Use SAML Authentication below the login box, then login using your SSO credentials:

Bomgar login screen

You will then be able to download the appropriate Representative Console for Windows / Mac / Linux (see alternative instructions for iOS and Android):

Selection list for choosing a platform

To install on Windows or Mac OS X device

  1. Browse to https://remotesupport.it.ox.ac.uk/login/login
  2. Login with your CONNECT credentials (if you are IT Services staff) or use the SAML Authentication link and login with your SSO username and password (if not IT Services staff)
  3. Select the appropriate version from the Choose Platform drop-down list.
  4. Click Download Bomgar Representative Console.
  5. Run the installer you just downloaded (this will require administrative rights). Accept all default values in the installer.

To install on an iOS device running iOS 5.0 or higher

  1. Go to the App Store Bomgar Representative Console
  2. Install the app.
  3. Open the app.
  4. For Site Address, enter remotesupport.it.ox.ac.uk
  5. Enter your SSO and password when prompted.

Android device

  1. Go to the Google Play Store Bomgar Rep Console
  2. Install the app.
  3. Open the app.
  4. For Site Address, enter remotesupport.it.ox.ac.uk
  5. Enter your SSO and password when prompted.

Get support


Local IT support provide your first line of on-the-spot help

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Common requests and fault reports can be logged using self-service

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The central Service Desk is available 24x7 on

+44 1865 6 12345

 

If you do not have an SSO account you can use this form to contact the Service Desk

 

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