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Samuel Merritt University IT Staff use a secure remote support tool from Beyond Trust called Bomgar.
Bomgar is a very useful in that it allows the support technician to interact with the customer's system and troubleshoot first hand with the customer on the support call.
Support technicians can invite other technicians to the support session so that multiple team members can work together to resolve an issue.
A bomgar support session may be arranged with a team member when ticket is assigned through Team Dynamix and the assigned tech has determined this as useful troubleshooting next step.
Getting Support From SMU Computers
Bomgar is installed on all SMU issued computers. Users of SMU issued computers can launch the support icon from the desktop when directed by support.
Getting Support from Personal Computers
For those not issued SMU computers there are a couple of methods available.
A technician may send an email with a link included to the support session. A typical message looks like this:
Session Key is another option though email is often the easiest.
With Session Key, the technician will direct you to the support site: https://remote.samuelmerritt.edu
Once on the site, the technician will relay the key to you and you can enter to join the session
Either method results in a connection to the support session. The following steps are the same and very similar for Mac OS. This is shown for Windows.
You will be prompted to accept the terms and conditions. Click the Full Terms and Conditions link in the chat window form that appears when your session connects:
Accept to Continue
Accepting the agreement downloads software to your computer and provides you instructions on what to do next:
Once you install the software the technician can connect to your system for assistance displaying a confirmation dialog box
A chat dialog box is available when connected. When the technician requests control of your screen you will be notified as shown
You may choose to end the session by clicking the stop sharing link on the chat form or by closing it.
Ending the session removes the software.
IT Support cannot connect to your computer after this completes until you are provided a new session and repeat the process.
