Deploy Jump Clients During a Support Session or Prior to Support

There are two ways to install a Jump Client. During a Bomgar support session, a Jump Client can be installed ad-hoc by the representative. Alternatively, an administrator can mass-deploy Jump Clients for a larger rollout. These two methods of installation are outlined below.

During a Support Session

A Jump Client may be installed ad-hoc during a support session. This will allow the support representative to access this computer at a later time, even if the computer is unattended. This method of installation is also known as session pinning and is achieved by clicking the Pin as Jump Client button.

Note: For Windows and Mac computers, a Jump Client pinned in user mode is available only when that user is logged in. In contrast, a Jump Client pinned in service mode, with elevated rights, will allow that system to always be available, regardless of which user is logged in.

Pin Jump Client

  1. From within a support session, click the Pin as Jump Client button in the session toolbar at the top right corner of the representative console.

 

Jump Client Properties

  1. From the dropdown, you may select to customize the Jump Client before deploying it. In the Jump Client Properties menu that appears, you can set the Jump Client's comments, location, public portal, group, connection type, and password. Also set if the Jump Client should start quietly, if it should directly apply a session policy, if it should have a Jump policy applied, and when it should automatically uninstall.
    1. Jump Clients include a Comments field for a name or description, making sorting, searching, and identifying Jump Clients faster and easier.
    2. Move Jump Clients from one queue to another by selecting a team or representative queue from the Location dropdown. The ability to move Jump Clients to or from different queues depends upon your account permissions. Note that multiple support teams and Embassies may be able to access Jump Clients pinned to one team queue, depending on rules set by your Bomgar software administrator.
    3. Select the Public Portal through which this Jump Client should connect. If a session policy is assigned to this public portal, that policy may affect the permissions allowed in sessions started through this Jump Client. The ability to set the public portal depends on your account permissions.
    4. Further organize Jump Clients by entering the name of a new or existing group. While the selected Jump Clients will be grouped together under the group name, they will still be listed under the queue in which each is pinned. To move a Jump Client back into its top-level group, leave this field blank.
    5. Change a Jump Client's mode from the Connection dropdown. Active Jump Clients send statistics to the Bomgar Appliance on a defined interval. Passive Jump Clients send statistics to the Bomgar Appliance once a day or upon a manual check in. Based on the options your administrator sets, these statistics may include the remote computer’s logged-in console user, operating system, uptime, CPU, disk usage, and a screen shot from the last update.
    6. Once a Jump Client has a password set, its icon will show that it is locked, and its screen shot will also be locked. In order to Jump to a locked Jump Client, you must provide its password. Also, you must provide the password to remove a locked Jump Client via the Jump Client interface; you do not need the password to unpin from within a session, as you would already have provided the password to Jump into the session.
    7. If Start Quietly is checked, the customer client will not take focus and will remain minimized in the taskbar or dock when a session is started.
    8. Choose session policies to assign to this Jump Client. Session policies assigned to this Jump Client have the highest priority when setting session permissions. The Customer Present Session Policy applies when the end user is determined to be present. Otherwise, the Customer Not Present Session Policy applies. Customer presence is detected when the Jump Client session starts. The session policy used for the session does not change throughout the session, regardless of any changes in the customer's presence while the session is in progress. The ability to set a session policy depends on your account permissions.
    9. To set when representatives are allowed to access this Jump Client, choose a Jump Policy. These policies are configured by your administrator in the /login interface.
    10. You also have the option to set when the Jump Client expires. This can be never, at a specific time and date, or after a certain length of time. An expired Jump Client automatically uninstalls from the remote system and is removed from the list in the Jump Client interface.
  2. Alternatively, you can simply select a queue to which to pin the Jump Client, not setting any properties. From the dropdown, select whether to pin the Jump Client to your personal queue, to a team queue, or to the general queue. Pinning to your personal queue means that only you can access this remote computer through its Jump Client. Pinning to a team queue makes this Jump Client available to all members of teams which are allowed to access this team's Jump Clients. Pinning to the general queue allows access to all representatives.
  3. Depending on the session permissions, the customer may receive a message that you are requesting to install a Jump Client. The customer will be asked to allow or refuse the request.
  4. Once the Jump Client is installed, the remote computer will appear in the Jump interface of the representative console. You may have to refresh the interface to see the new Jump Client.

Prior to Support

Jump Clients can be pre-installed on remote computers in anticipation of the need for remote support. This method of installation may be applied to one system or multiple systems simultaneously. Starting with Bomgar 14.2, you can easily automate the mass deployment of your Jump Client network by allowing customization during installation. The Jump Client command line installer has switches which allow a script to modify a variety of Jump Client parameters when executed. This allows you to create custom mass deployment scripts to pull in variables from other sources and use the variables to modify the Jump Client parameters at install time.

  1. From the /login administrative interface, go to Configuration > Jump Clients.

Configuration > Jump Clients

Jump Client Mass Deployment Wizard

  1. From the dropdown, select whether to pin the Jump Client to your personal queue, to a team queue, or to the general queue. Pinning to your personal queue means that only you can access this remote computer through its Jump Client. Pinning to a team queue makes this Jump Client available to all members of teams which are allowed to access this team's Jump Clients. Pinning to the general queue allows access to all representatives.
  2. Select the Public Portal through which this Jump Client should connect. If a session policy is assigned to this public portal, that policy may affect the permissions allowed in sessions started through this Jump Client.
  3. Choose session policies to assign to this Jump Client. Session policies assigned to this Jump Client will have the highest priority when setting session permissions. The Customer Present Session Policy applies when the end user is determined to be present. Otherwise, the Customer Not Present Session Policy applies. The way customer presence is determined is set by the Use screen state to detect Customer Presence Jump Client setting. Customer presence is detected when the Jump Client session starts. The session policy used for the session does not change throughout the session, regardless of any changes in the customer's presence while the session is in progress.
  4. You may apply a Jump Policy to this Jump Client. Jump policies are configured below and determine the times during which a representative can access this Jump Client. If no Jump policy is applied, this Jump Client can be accessed at any time.
  5. Adding a Group Name helps to organize your Jump Clients into categories within the representative console.
  6. Set the Connection Type to Active or Passive for the Jump Clients being deployed. For more information on active versus passive Jump Clients, see Active vs. Passive Jump Clients.
  7. If you have one or more Jumpoints set up as proxies, you can select a Jumpoint to proxy these Jump Client connections. That way, if these Jump Clients are installed on computers without native internet connections, they can use the Jumpoint to connect back to your Bomgar Appliance. The Jump Clients must be installed on the same network as the Jumpoint selected to proxy the connections. For more information on setting up Jumpoints as proxies, see the Jumpoint Guide.
  8. Add Comments, which can be helpful in searching for and identifying remote computers. Note that all Jump Clients deployed via this installer will have the same comments set initially, unless you check Allow Override During Installation and use the available parameters (below) to modify the installer for individual installations.
  9. The installer will remain usable only as long as specified by the This Installer is Valid For dropdown. If someone should attempt to run the Jump Client installer after this time, installation will fail, and a new Jump Client installer will have to be created.
  10. If Attempt an Elevated Install if the Client Supports It is selected, the installer will attempt to run with administrative rights, installing the Jump Client as a system service. If the elevated installation attempt is unsuccessful, or if this option is deselected, the installer will run with user rights, installing the Jump Client as an application. This option applies only to Windows and Mac operating systems.

Note: For Windows and Mac computers, a Jump Client pinned in user mode is available only when that user is logged in. In contrast, a Jump Client pinned in service mode, with elevated rights, will allow that system to always be available, regardless of which user is logged in.

  1. If Prompt for Elevation Credentials if Needed is selected, the installer will prompt the user to enter administrative credentials if the system requires that these credentials be independently provided; otherwise, it will install the Jump Client with user rights. This applies only if an elevated install is being attempted.
  2. By selecting Start Customer Client Minimized When Session Is Started, the customer client will not take focus and will remain minimized in the taskbar or dock when a session is started through one of these Jump Clients.
  3. You can also set a Password for these Jump Clients. If a password is set, this password must be provided to modify or use any one of these Jump Clients.

Jump Client Mass Deployment Wizard

  1. Once you click Create, you can download the Jump Client installer immediately if you plan to distribute it using a systems management tool or if you are at the computer that you need to later access. You can also email the installer to one or more remote users. Multiple recipients can install the client from the same link. The Platform option defaults to the appropriate installer for your operating system. You can select a different platform if you plan to deploy the Jump Client on a different operating system.

For system administrators who need to push out the Jump Client installer to a large number of systems, the Windows executable, Windows MSI, Linux, or Mac executable can be used with your systems management tool of choice. You can include a valid custom install directory path where you want the Jump Client to install. You can also override certain installation parameters specific to your needs. When you mark specific installation options for override during installation, you can use the following optional parameters to modify the Jump Client installer for individual installations. Note that if a parameter is passed on the command line but not marked for override in the /login administrative interface, the installation will fail. If the installation fails, view the operating system event log for installation errors.

Command Line Parameter Value Description
--installdir <directory_path> Specifies a new writable directory under which to install the Jump Client. This is supported only on Windows and Linux. When defining a custom install directory, ensure that the directory you are creating does not already exist and is in a location that can be written to.

--jc-location

user:<username>
team:general
team:<team-code-name>
embassy:<embassy-code-name>

If override is allowed, this command line parameter overrides the pin location specified in the Mass Deployment Wizard.

--jc-public-site-address <public-site-address-hostname> If override is allowed, this command line parameter associates the Jump Client with the public portal which has the given hostname as a site address. If no public portal has the given hostname as a site address, then the Jump Client will revert to using the default public site.
--jc-session-policy-present <session-policy-code-name> If override is allowed, this command line parameter sets the Jump Client's session policy that controls the permission policy during a support session if the customer is present at the console.
--jc-session-policy-not-present <session-policy-code-name> If override is allowed, this command line parameter sets the Jump Client's session policy that controls the permission policy during a support session if the customer is not present at the console.
--jc-jump-policy <jump-policy-code-name> If override is allowed, this command line parameter sets the Jump Policy that controls how users are allowed to Jump to the Jump Client.

--jc-group

<group-name>

If override is allowed, this command line parameter sets the Jump Client's group name.

--jc-comments <comments ... > If override is allowed, this command line parameter sets the Jump Client's comments.

Note: When deploying an MSI installer on Windows using an msiexec command, the above parameters can be specified by:

  1. Removing leading dashes (-)
  2. Converting remaining dashes to underscore (_)
  3. Assigning a value using an equals sign (=)

Example:

msiexec /i bomgar-scc-win32.msi KEY_INFO=w0dc3056g7ff8d1j68ee6wi6dhwzfefggyezh7c40jc90 jc_location=team:general jc_group=servers