Bomgar

Remote Support using Bomgar

Bomgar is a platform independent remote support solution. It allows support staff to connect to computers from outside, view the screen and control the computer if necessary.  For security reasons, the connection does not run via external servers, but via a DESY-internal server.

Data protection

The data protection rules for IT consulting via the network must be observed. In particular, the remote help must be approved by active action and can be terminated at any time. During the consultation, a telephone conversation with the support employee takes place in parallel. The computer must be supervised the whole time. All non-relevant programs and pages must be closed before.

Instructions

Instructions for users (get help)

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  1. a) If you have received a session key (code):
    - Open the website rs.desy.de
    - Enter the session key in the field of the same name and click "Send(Senden)". (Figure 1)
    b) If you have received an e-mail:
    - Open the link in the invitation mail
    c) In the "Support Technician(Support-Techniker)" field, select the person from whom you are to receive support. (Figure 2)
     
  2. Click "Yes(Ja)" to confirm that you want to start a support session. (Figure 3)
     
  3. Start the download. If a window appears asking if you want to run the application, click "Run(Ausführen)". (Figure 4)


    Note for Ubuntu-Users:
    You must first mark the file as executable:
    ○ Right click on the file, select "Properties(Eigenschaften)"
    ○ In the tab "Access rights(Zugriffsrechte)" check the box "Run file as program(Datei als Programm ausführen)".


  1. A new window opens. Click on "Full terms and conditions" to display the terms of use and accept them. (Figure 5)
     
  2. Wait until the supporter joins the session.
     
  3. Confirm the request from the supporter to gain access to your computer by clicking "Allow". (Figure 6)
     
  4. The supporter now has access to your computer. In the chat window you can send text messages and files. (Figure 7)
     
  5. If necessary, the supporter can request further permissions, which you must first confirm by clicking on "Allow".

    You can end the session at any time by closing the window.
Instructions for supporters

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Conditions

Check if the use of Bomgar is necessary or cannot be solved by other programs like RDP.

You need a Bomgar account. To do so, please contact uco@desy.de.

Instructions

  1. Go to https://rs.desy.de/login and log in with your Bomgar account.
     
  2. Select your operating system and download the desktop console by clicking on "Download support engineer's desktop console". (Figure 1)
     
  3. Execute the downloaded installation file. Administrator rights on the computer are required for this.
     
  4. Start the Bomgar Representative Console and log in with your Bomgar account. (Figure 2)
     
  5. Now you must tell the user the session key. (Figure 3)
    a) Click on "Generated Session Key" and instruct the user to enter it on https://rs.desy.de
    or
    b) Click on "Email" to send the user an email containing an invitation link.
     
  6. As soon as the user has downloaded the client, an entry appears in their queue. Start the session by double-clicking on the entry or choosing Accept. (Figure 4)
     
  7. Click "Screen Sharing" to gain control of the remote computer. (Figure 5)
     

 

Comprehensive documentation on the Bomgar Representative Console can be found on the manufacturer's website: https://www.beyondtrust.com/docs/remote-support/getting-started/rep-console/index.htm

Instructions for external supporters

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Note:
Special authorizations are required to invite external supporters. If you cannot see the menu items described in the instructions, please contact the UCO (uco@desy.de) to request the authorizations.

An external supporter can be asked once to participate in a session.

  1. Click on the "Share Session(Sitzung freigeben)" button and then on "Invite External Support Engineer(Externen Support-Techniker einladen)" (Figure 1).
  2. A security profile must be selected in the following dialog box. This determines which authorizations the external supporter has. If you select the profile, a complete description is displayed. In addition, the name of the invited supporter is entered and in the comment field, why he was invited. Then select "Create key(Schlüssel erstellen)". (Figure 2)
  3. A new dialog box displays the session key and a direct URL. This can be copied and sent to the external supporter, or alternatively directly by e-mail using the "Send(Senden)" button. (Fig. 3)
  4. The invited external supporter must now download and run the support console.


The external supporter can never own the session. As soon as the session owner leaves the session, the external supporter is logged off. A license is assigned to each external supporter.

 

 

UCO Hamburg

UCO Hamburg
Phone: +49 (0)40 8998 5005
E-Mail: UCO Hamburg
Location: 2b / 131d
Link: https://it.desy.de/services/uco