Start a Session through a Jump Client

Once a Jump Client has been installed on a remote computer, permitted representatives can use the Jump Client to initiate a session with that computer, even if the computer is unattended.

From the Representative Console

From the Jump interface of the representative console, click Refresh or enter a search phrase to see the Jump Clients available to you.

Jump Clients Menu

Search Jump Clients

From the left pane, select the queue for which you want to view pinned Jump Clients. Jump Clients are grouped according to who can access them – only the representative who created them, a particular team, or all representatives. You may see Jump Clients pinned to your personal queue and to your team queues, as well as to other teams whose Jump Clients your team has been granted access to. Team Managers and Team Leads can also view Jump Clients that team members of a lower role have pinned to their personal queues. If you are allowed to view Jump Clients for individual representatives who are part of a selected team queue, those representatives will appear in a second pane to the left.

If a queue contains Jump Client groups, an arrow will appear to the left of the queue name. Click the arrow to show or hide the groups.

In addition to browsing for Jump Clients, you can search based on multiple fields. Enter a string in the search field and then press Enter. To change the fields you are searching, click on the magnifying glass and check or uncheck any of the available fields. Searchable fields include comments, console user, group, name, private IP, public IP, queue, and status.

To view additional statistics about a Jump Client host computer, select the Jump Client. Available statistics will appear in the right pane.

To start a session, double-click the Jump Client or select the Jump Client and click the Jump button from:

  • above the Jump interface
  • the right-click menu of the Jump Client
  • the top of the Jump Client statistics pane

Note: If you need to access Jump Clients when no user is available, make sure the session permissions are set either to disable prompting or to default to Allow for unattended sessions.

If you no longer need access to a remote desktop, select the Jump Client and click the Remove button, or right-click on the Jump Client and select Remove from the menu. If the remote user manually uninstalls the Jump Client, it will remain in your queue, along with the statistics from its last update, but you will not be able to access that computer. You may select multiple Jump Clients to remove them all at the same time.

Note: If a Jump Client goes offline and does not connect back to the Bomgar Appliance for 180 days, it will automatically be uninstalled from the target computer and will be removed from the representative console queue.

Jump Client Properties

Organize and manage Jump Clients by selecting one or more Jump Clients and clicking Properties.

Jump Client properties are described in the section Deploy Jump Clients During a Support Session or Prior to Support.

 

From the API

By integrating with the Bomgar API, you may programmatically connect to a Jump Client directly from your systems management tool or ticketing system. To start a session with a Jump Client from an external program, you will need to use a Bomgar Representative Console Script. A BRCS contains a sequence of commands to be executed by the representative console. Double-click a BRCS file to have it automatically executed by the representative console, or incorporate it into an external application to send commands to the representative console from that application.

One method of creating a BRCS is through the client scripting API. This API is located on your Bomgar Appliance at https://support.example.com/api/client_script, where support.example.com is your Bomgar site hostname.

Note: By default, access to the API is SSL-encrypted; however, you can choose to allow HTTP access by checking the Allow HTTP Access to XML API option on the Management > API Configuration page of the /login administrative interface. It is highly recommended that HTTP remain disallowed as a security best practice.

Required Parameters
type=rep The Bomgar client to which the command applies. Currently, the API only supports rep as the client type.
operation=generate The operation to perform. Currently the API only supports generate as the operation.
action=start_pinned_client_session The command to run. The command start_pinned_client_session will start a session with a Jump Client.
search_string=[string] The search criteria used to select a Jump Client. Fields searched include comments, console user, group, name, private IP, and public IP. This field has a maximum length of 1024 characters.

 

Optional Parameter
session.custom.external_key=[string] The external key to associated with the support session spawned from the Jump Client. This field has a maximum length of 1024 characters.

 

Query Examples
Start a support session with the Jump Client whose hostname is "ABCD02" https://support.example.com/api/client_script?type=rep&operation=generate
&action=start_pinned_client_session&search_string=ABCD02
Start a support session with the Jump Client whose comments field contains the string "Example Co"

https://support.example.com/api/client_script?type=rep&operation=generate
&action=start_pinned_client_session&search_string=Example%20Co

or

https://support.example.com/api/client_script?type=rep&operation=generate
&action=start_pinned_client_session&search_string=Example+Co

Start a support session with the Jump Client whose private IP address or public IP address is "192.168.9.14" and assign the external key "XYZ1275" to the session https://support.example.com/api/client_script?type=rep&operation=generate
&action=start_pinned_client_session&search_string=192.168.9.14
&session.custom.external_key=XYZ1275

 

Sending one of the above requests to the API will prompt the user to download a BRCS file. After downloading the file, the user can run it to automatically open the representative console and start a session with a Jump Client.

In addition to generating a script from the API, you can run a BRCS via the command prompt. From the command prompt, go to the directory which contains the representative console. Enter the name of your Bomgar representative console (e.g., bomgar-rep.exe), followed by one of two commands:

--run-script "action=start_pinned_client_session&search_string=[string]"

--run-script-file [path to BRCS file]

Examples:

bomgar-rep.exe --run-script "action=start_pinned_client_session&search_string=Example%20Co"

bomgar-rep.exe --run-script-file C:\Users\admin\Desktop\rep-script.brcs-support_example_co

Jump Client Access from Script

All Jump Clients which this representative is permitted to access will be searched. If the search results in only one Jump Client, the session will start immediately. If multiple Jump Clients are returned, select one of the Jump Clients listed in the selection window and click OK.

For more information about Bomgar Representative Console Scripting, see the API Guide at www.bomgar.com/docs.