Use Cases for the BMC FootPrints 11 Integration with Bomgar Remote Support
Generate Session Key
Support staff can generate a session key that can be given to the end user over the phone or via email to initiate a support session that is automatically associated with the selected ticket.
Import Bomgar Session Data into Ticket
Once the session ends, the ticket is automatically updated with information gathered during the session, including:
- Chat Transcript (including files transferred, special actions, and other events)
- System Information (the General section plus other select details such as disk, memory, and network)
- Session Notes
- Surveys (customer and representative)
Jump to Configuration Item
Support staff can leverage Bomgar Jump Technology to access a configuration item associated with a ticket directly from the FootPrints ticket.