Live Assistance › Support Automation Analyst Interface

Support Automation Analyst Interface

You can provide Live Assistance to end users by using the Support Automation Analyst Interface. You monitor queues, manage multiple end-user assistance sessions, and interact with end users to resolve their computer problems.

You access Live Assistance from a ticket page, such as an incident, issue or request, or the Support Automation tab. You can also open a CA SDM ticket from Live Assistance.

Important! Analysts without read access to their tenant cannot launch the Support Automation analyst client, and a warning message appears in CA SDM, such as from the main Support Automation tab or a ticket.

Use the following tools to provide live assistance to end users in your support environment:

Chat

Launches instant message to the end user or to use preset text and URLs.

Note: If the end user uses the web client, only chat is enabled in a browser. You can request to use the full Support Automation tools by selecting Sessions, Launch Full Tools.

Automated Tasks

Runs predefined diagnostic or repair scripts on the end-user computer.

Note: Scripts are created and uploaded from the Automated Task Editor IDE and your administrator configures permissions.

File Explorer

Browses files on the end-user computer and create, modify, rename, or delete files and directories.

File Transfer

Copies and transfers files and folders to the end-user computer. You can also copy and transfer files from the end-user computer.

Remote Registry

Performs the following registry management operations:

• Create, edit, or delete registry records.
• Export or import registry values from the end-user registry.

Screenshot

Captures screenshots of the end-user computer when connection quality is not sufficient for remote control assistance.

Remote Control

Controls the end-user computer remotely.

Remote System Tools

Restarts or shuts down the end-user computer.

Run Program

Launches a program on the end-user computer without using the Remote Control tool.

Impersonate

Impersonates authentication credentials on the end-user computer, such as a privileged user.

Note: Impersonation credentials are configured in System Wide Credentials, Default Credentials.

Important! Your system administrator or tenant administrator configures access levels, your role permissions, and can disable any of the Live Assistance tools.