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Remote assistance is a system that allows an IT support technician to access a client computer in order to resolve a problem without having to talk the user through often elaborate or confusing procedures on the phone or carry out an onsite visit. Remote assistance increases customer satisfaction, as it often reduces the amount of time spent troubleshooting. It also helps to facilitate operation of a more efficient and cost-effective IT organization

Bomgar is the remote assistance tool chosen by Cornell through an RFP process. Bomgar is an enterprise-class solution designed for a large service-oriented organization. It undergoes yearly security penetration testing and meets rigorous security, auditing and policy standards. Bomgar allows technicians to share a user's view of their screen, transfer files, view information about system configuration and carry out other activities in order to support the computer. By default, Bomgar is configured to require user assent before each type of access is granted.

End-user experience with remote assistance will vary in different colleges and units at the university, but in general here are some things you can expect during a Bomgar session.

• You will be informed that remote assistance is to be initiated to resolve the issue with your computer
• You are always in control. You can end the session at any time by clicking on the large white X surrounded by a red box that appears during the session.
• The technician will likely request to share your screen. This means that the technician will be able to see your screen as you do. You can opt to grant that privilege or not. Note that if you do not allow this access the technician will likely be unable to resolve your issue in a timely manner using Bomgar. Once access is granted, you will see the mouse move and menus may appear and disappear and other activities may occur as remote troubleshooting proceeds.
• By default, when you move the mouse or type on the keyboard you are overriding the technician's actions. The technician has the ability to temporarily override your mouse and keyboard actions, but you always have the ultimate control. Pressing the key combination ctrl-alt-del to recover control at any time.
• On Windows systems, the technician has the ability to display a privacy shield that will blank your screen temporarily. This might be done if assistance is being rendered at a pre-arranged time while the user is away from the desk and the user and/or technician wants to prevent other people in the office from viewing the screen during troubleshooting. Again, even if your screen has been blanked, you are always in control. Pressing the key combination ctrl-alt-del will remove the privacy screen. This information is stated on the privacy screen, reminding you that you can remove it at any time.
• Bear in mind that the technician using Bomgar will be able to view your screen as you see it. Prior to the session close any applications or files that you do not wish the technician to see. In particular please close any confidential or university-sensitive data that might be open on your screen.
• A log is automatically kept of any chat activity as well as all requests for access made by the technician. The technician, his/her supervisor, senior IT management, IT security and the Audit office have access to this information for quality control, security and auditing purposes.
• Although Bomgar has the ability to record video of sessions, this capability is globally disabled at Cornell due to privacy concerns.
• Know the escalation path in your IT organization for comments, questions, and concerns. If you are ever uncomfortable about actions taken during a remote session, please escalate your concerns to a higher level.

You can end the session at any time by clicking on the large white X surrounded by a red box that appears during the session. Also note that on Windows the key combination ctrl-alt-del will override either the optional privacy screen or the temporary mouse and keyboard override capabilities that the technician may put into place.

User has requested help in some fashion, either via helpdesk ticket, email or phone. Technician is about to try to resolve their incident and contacts them. Here are things the technician must communicate to the user.

• Inform the user ahead of time that a remote assistance session will be engaged to resolve a specific issue and reference the issue number if available. This information can be communicated either by phone or email just prior to the actual session, or in advance if the user will not be present during the session. <<NOTE: Can a unit globally inform everyone at once and also include this information in new employee information and thereby avoid this first requirement? Can this info be included in the Remedy auto-responder?>>
• Prior to the session, either via email or phone or some other method, inform the user that they should close anything open on their screen that they do not wish the technician to see, particularly anything involving confidential data.
• If the Jump client will be used, assure that the user has been informed prior to the session that the technician will be carrying out the session without their being involved <<NOTE: What specifics do we need to tell the user? Do we need to touch on screen sharing, admin rights, file sharing, etc, or is “carrying out the session without their being involved” good enough? Also, again, can this be done globally instead of for each session?>>
• If the user will be present for the session, inform them that the session can be ended at any time by clicking the white X in the red box.
• If the user is present for the session:
  • If screen sharing is required, inform the user that screen sharing is required to resolve the issue, assist the user through the prompt that allows them to assent to or deny this action.
  • If rights elevation is required , inform the user that enhanced or administrative rights are required to resolve the issue, assist the user through the prompts that allow them to assent to or deny this action.
  • If any other actions require the user to allow or deny actions, such as file transfer, access to the system information screen, inform the user of the prompt allowing them to assent to or deny the action.
• A summary of the resolution of the issue will be provided via normal channels (for example, Remedy or email or other method as appropriate.)