BMC, Bomgar team to speed trouble-ticket resolution

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.