UMSN-IT BeyondTrust Guide

Configure Your Device to Provide Remote Support with BeyondTrust Remote Support / Bomgar

LSA Technology Services uses BeyondTrust Remote Support, formerly known as Bomgar, to provide secure remote support for LSA and consortium units. Technicians use the Representative Console to connect with users on and off campus across supported platforms, including Windows, macOS, Linux, and some mobile devices.

This article explains how technicians install and sign in to the Representative Console, start a support session, and direct users to the LSA Bomgar support portal.

 

Prerequisites

 

  • An active U-M uniqname
  • Your UMICH/Kerberos password
  • You have been added to the umsn-it-itam-admins AD group

 

Support Portal URLs

Purpose URL
User support portal https://lsa-bomgar.lsa.umich.edu/
Technician login and Representative Console download https://lsa-bomgar.lsa.umich.edu/login/

Install the Representative Console

  1. Go to the technician login page:
    https://lsa-bomgar.lsa.umich.edu/login/
  2. Sign in with your uniqname and UMICH/Kerberos password.
  3. Download the Representative Console for your operating system:
    • Windows x86/x64
    • macOS
    • Linux x86/x64
  4. Install the Representative Console
  5. Open the Representative Console and sign in.

Important: LSA Bomgar uses a limited number of concurrent licenses. When you are signed in to the Representative Console, you are using one of the available licenses. Exit the console when you are not actively using it.

To help maintain license availability, the server automatically logs off idle users after 15 minutes.

Start a Remote Support Session

After signing in to the Representative Console:

  1. Click Start.
  2. Choose the connection method you want to use.

    Common options include:

    • Direct the user to the support portal: Send the user to https://lsa-bomgar.lsa.umich.edu/. The user can select your name if you are logged in as an available representative.
    • Generate a session key: Create a session key in the Representative Console and provide it to the user.
    • Email a session link: Generate and email a session key link directly from the Representative Console.
    • Use the Issue Submission form: Direct the user to the support portal and have them submit an issue.
  3. Ask the user to follow the prompts in their browser.
  4. The user downloads and runs a small support client.
  5. After the user runs the client, the session appears in your queue.
  6. Accept the session.
  7. Begin support using the tools available in the Representative Console, such as:
    • Screen sharing
    • Chat
    • Sharing your own screen
    • Other remote support features available to your account

What the User Needs

The user does not need to know their computer name, IP address, or physical location. To start a support session, the user only needs access to one of the following:

  • A web browser
  • Email, if you send a session link

Manage Bomgar Settings and Reports

Use the technician login page to manage your Bomgar account and support activity:
https://lsa-bomgar.lsa.umich.edu/login/

From this site, you can:

  • Download the Representative Console
  • Change your display name
  • View reports
  • Review recordings of support sessions
  • Manage other administrative settings available to your account

Best Practices

  • Sign out of the Representative Console when you are finished.
  • Do not remain signed in while idle.
  • Use session keys or emailed session links when working with a specific user.
  • Direct users to the LSA support portal when they need to choose an available representative or submit an issue.
  • Follow U-M data privacy, security, and unit support policies during all remote support sessions.

 

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