Administering Support Automation › Support Automation Analyst Administration › How End Users Join Assistance Sessions

How End Users Join Assistance Sessions

An end user requests assistance sessions from their CA SDM home page or by directly contacting the help desk, such as through telephone or email. The Support Automation analyst invites the end user to a session from the CA SDM ticket.

1. The end user does any of the following:
   • Requests Live Chat from the CA SDM Home Page.

     The Live Chat Launch page appears asking the end user for the incident area and description. The end user clicks Continue, the session opens, and the end user is placed in the appropriate queue.

   • Clicks a link from an email notification and logs into the assistance session using their credentials and a session join code provided by the analyst.

     If the end user joins from the email notification, they bypass the queue.

   • Clicks Join Analyst Now and provides the session join code to bypass the queue.

     Note: When the Support Automation end-user client is launched, an executable is downloaded to launch the program. The end user starts it manually, however for security reasons there is a limited time to launch the executable. After the time expires, an error message appears on the end-user computer when they try to start the launcher executable.

2. The analyst provides live assistance to the end user through chat. The end user uses their web browser to chat with the analyst, or they can launch the agent executable.

   Note: If the analyst cannot resolve the session using WebChat, they can invite the end user from the Analyst Session window to use the full tools available in the Support Automation Analyst Interface. The end user must accept the request to launch the client on their computer and for the analyst to use these tools.