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

Join the Assistance Session from the Home Page

You can join a live assistance session from the Self Service home page. If you received an invitation from an analyst, the Join Analyst Now link opens the session with the Join Session Code provided by the analyst in the email (URL).

To join an assistance session

1. Log into CA SDM.

   The Self Service Home Page appears.

2. Click Join Analyst Now.
3. Enter the Join Session Code.

   Click Launch.

   The assistance session begins and the web chat or end user client appears, based on your operating system and Support Automation options set by your administrator.

4. 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.

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.