TDX: Generate a Bomgar Session

At some point, you will need to use Bomgar to help a user with an issue.

Generating a Bomgar Session

  1. Log into the BeyondTrust Remote Support Representative Console (Bomgar).
  2. Go to a ticket in TDX.
  3. Click Actions in the menu bar and select Generate a Bomgar Session.
    Ticket actions dropdown menu expanded. Generate bomgar session highlighted.
    You will be taken to the Bomgar Session Details page where there are several options for connecting a user to your session.
    If instead you're taken to a page saying to link your TDX account with Bomgar, follow the instructions in Link Bomgar to TDX.
    Bomgar session details page. Text indicates bomgar session successfully created. Additional options to connect user to bomgar session.
  4. Follow one of the 2 methods below for connecting the user to a Bomgar session.

Connecting a User to a Bomgar Session

You can either send the user a link using TDX or connect the user through remote.umn.edu.

Method 1: Send the user a link using TDX

In the Bomgar Session Details page: 

  1. Click the Notification box to pull down a list of contacts for that ticket.
  2. Check the box next to the Requestor.
  3. Change the default message in the Comments section if you'd like to.
    Bomgar details comment box. Default comment "Please Join my Bomgar session using the provided link."
  4. Click the Submit button (top left of the window). An email will be sent to the Requestor.
  5. Ask the user to check their email and follow the link.
  6. Ask the user to run the file that downloads and follow any instructions that Bomgar gives them. 
  7. Connect to the user once the session generates in the Bomgar Console. 

Method 2: Connect a user through remote.umn.edu

  1. Direct the user to remote.umn.edu.
  2. Ask the user to find your name on the list on the right side of the page. 
  3. Ask the user to run the file that downloads and follow any on-screen instructions that Bomgar gives them. 
  4. Connect to the user once the session generates in the Bomgar Console.