You request live assistance from an analyst to fix your computer problems. You can chat with the analyst and if necessary, the analyst can use their tools in assistance sessions to resolve your ticket.
Request an assistance session to get live assistance with your ticket as follows:
Note: The analyst can also initiate the assistance session by letting you join the session from an email notification or from the end-user home page.
Note: Your administrator determines if you use WebChat or the end-user client to chat with the analyst.
Note: When you open the Support Automation client, the instructions that appear depend on your web browser. For example, opening the client on Chrome differs from Internet Explorer, Firefox, and Safari, but your browser displays the appropriate instructions.
The end user client connects you with the analyst and lets the analyst perform actions on your computer, such as remotely controlling your desktop, executing an automated task, or transferring files between your computers. Your administrator can enable or disable this option.
Note: When the Support Automation end-user client is launched, an executable is downloaded to launch the program. The end user starts it manually, however for security reasons there is a limited time to launch the executable. After the time expires, an error message appears on the end-user computer when they try to start the launcher executable.
Important! If you lose connection to an active assistance session, you can rejoin the session in the end user client by double-clicking the temporary shortcut that appears on your desktop. You do not have to log in to CA SDM again.
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