Administering Support Automation › Support Automation Analyst Administration › How Analysts Launch Live Assistance

How Analysts Launch Live Assistance

Analysts launch Live Assistance as follows:

1. The analyst does any of the following:
   • Logs into CA SDM and selects the Support Automation tab.
   • Opens a CA SDM ticket and selects the Support Automation tab.
2. CA SDM prompts the analyst to install the 32-bit Java Runtime Environment (JRE) version 1.6 or later, if it is not already installed. The Support Automation Analyst Interface does not support the 64-bit JRE.

   Note: The Safari browser requires the 32-bit JRE 1.6.0_30 or later.

   CA SDM launches the Support Automation Analyst Interface.

Note: The sa_login_session table creates a record every time an analyst launches the Support Automation Analyst Interface and when an end user launches the Web Client. For more information about the sa_login_session table, see the CA SDM Technical Reference Guide.