Self-Service Home Page › How to Request Live Assistance › Join the Assistance Session from an Email Notification

Join the Assistance Session from an Email Notification

You can join a live assistance session from an email invitation. The analyst can invite you to a session from ticket, such as an incident or issue. You chat with an analyst to resolve your computer problem.

To join an assistance session

1. Access your email application and open the invitation.
2. Click the assistance session URL.

   Your browser opens the Join Analyst Now page and the assistance session begins.

3. Chat with the analyst to resolve your ticket.

   If WebChat is not enough to solve your ticket, CA SDM launches the end user client on your computer and lets the analyst perform privileged actions on your computer. Your administrator can enable or disable this option.

Note: If you are unable to join the assistance session using the URL, you can click Join Analyst Now on the Self Service home page and join using the session join code provided in the email URL.

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.