The Support Automation Analyst Interface lets you provide live assistance to end users. CA SDM detects whether you have the appropriate version of the Java Runtime Environment (JRE 1.6 or higher). If you do not have the appropriate JRE version, a download link appears.
You can launch the application from a ticket page or from the Support Automation tab that appears when you log in to CA SDM.
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! By default, Java uses browser network settings. If you are unable to launch the Support Automation Analyst Interface, change your Java Web Start network settings to "Direct connection" by entering java -viewer in the command line.
To launch Live Assistance from the Support Automation tab
Note: CA SDM provides a link to download the (JRE) installation if necessary.
The JRE installation completes and the Support Automation Analyst Interface appears.
To launch Live Assistance from a ticket
The ticket page appears.
Note: CA SDM provides a link to download the (JRE) installation if necessary.
The JRE installation completes and the Support Automation Analyst Interface appears.
Important! You cannot run the Support Automation Analyst Interface on multiple computers using the same login credentials. If you try to launch the interface on one computer, the already running instance appears. If you try to launch the interface on a different computer, a warning message appears telling you that someone is already logged in with the same account.
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