BMC, Bomgar team to speed trouble-ticket resolution

Latest software adds support for SUSE, Red Hat, Ubuntu and Fedora Linux and Windows Mobile.

Bomgar has allied itself with BMC Software so their platforms can talk to each other and make it simpler to resolve trouble tickets. Bomgar makes Bomgar Box, a remote-control appliance designed for help desks to take over remote machines for maintenance or in response to help calls.

BMC's Remedy Action Request System opens trouble tickets and manages business processes. With Bomgar Box integrated with BMC's software, a remote-control session can be launched directly from trouble tickets registered with the BMC platform. In addition, a complete key-stroke and mouse-click log of the help session is available through the BMC platform for analysis. The Bomgar Box appliance populates the BMC system with this session data.

A separate software upgrade for Bomgar Box makes it possible to access any machine, attended or not. Previously, a user who needed help resolving a desktop issue would have to connect with a Bomgar Box first, and the box would enable a remote-control session between the desktop and the help desk.

The new feature relies on Jump, a feature that lets a Bomgar box start a remote-control session with any device on the LAN. If an unattended device is on a LAN at a remote location, the box can still create a connection to it if at least one device on that remote LAN has an enabling software client called Jumpoint. The Jumpoint client initiates as session through the remote-site firewall, letting the Bomgar Box send traffic through to the target machine.

The latest software adds support for SUSE, Red Hat, Ubuntu and Fedora Linux and Windows Mobile. It also provides support for the Spanish, German, Japanese and French languages.

Keep up with the latest tech news, reviews and previews by subscribing to the Good Gear Guide newsletter.

Tim Greene

Network World

Comments

Comments are now closed.

Latest News Articles

Most Popular Articles

Follow Us

GGG Evaluation Team

Kathy Cassidy

STYLISTIC Q702

First impression on unpacking the Q702 test unit was the solid feel and clean, minimalist styling.

Anthony Grifoni

STYLISTIC Q572

For work use, Microsoft Word and Excel programs pre-installed on the device are adequate for preparing short documents.

Steph Mundell

LIFEBOOK UH574

The Fujitsu LifeBook UH574 allowed for great mobility without being obnoxiously heavy or clunky. Its twelve hours of battery life did not disappoint.

Andrew Mitsi

STYLISTIC Q702

The screen was particularly good. It is bright and visible from most angles, however heat is an issue, particularly around the Windows button on the front, and on the back where the battery housing is located.

Simon Harriott

STYLISTIC Q702

My first impression after unboxing the Q702 is that it is a nice looking unit. Styling is somewhat minimalist but very effective. The tablet part, once detached, has a nice weight, and no buttons or switches are located in awkward or intrusive positions.

Resources

Best Deals on GoodGearGuide

Latest Jobs

Don’t have an account? Sign up here

Don't have an account? Sign up now

Forgot password?