Support Automation

This article includes the following topics:
HID_Support Automation
This article includes the following topics:
You can implement a support strategy using a combination of processes and tools. CA SDM provides the tools to administer live assistance and develop automated tasks. The application also lets you deliver the tools through various channels.
Use the associated processes to create and maintain an environment that provides the following benefits:
  • Reduced average support call duration
  • Reduced overall support costs
  • Increased resolution rates
  • Improved end-user satisfaction
Support Automation Users
System administrators and tenant administrators configure CA SDM contacts, role permissions, access levels, and privacy levels to define user permissions. The users that use Support Automation are as follows:
  • System Administrator
    Defines system-wide access to add, edit, and modify all Support Automation defaults and functions in the Administration tab. The system administrator sets up tenants and analysts, modifies Support Automation system properties, and performs system password resets.
  • Tenant Administrator
    Defines administrative rights at the tenant level. The rights do not include granting access to creating or editing other tenants or resetting user passwords. The Service Provider tenant determines permissions.
  • Analyst
    Defines the rights for users that provide live assistance to end users in your support environment.
  • End User
    Defines the rights for users that request live assistance from analysts in your support environment, such as employees and customers.
Support Automation Anonymous and Registered Users
The Support Automation server accepts registered or anonymous users, depending on CA SDM permissions. If permitted, the guest user lets anonymous users log in to CA SDM. You can authenticate with the server to gain access to the following tools and services:
  • Live Assistance
  • Self-Service
  • Automated Tasks Editor
  • End-User Client
Live Assistance
Live Assistance provides end-user support through tools that enhance remote interaction between analysts and end users. You can use automated, predefined responses to communicate with the end user. You gather detailed information about an end-user computer and act to provide support.
You provide live assistance using the Support Automation Analyst Interface and End-User Client.
Support Automation Analyst Interface
The Support Automation Analyst Interface only runs on Windows. For more information about supported operating systems, see the Supportability Matrix.
You can provide Live Assistance to end users by using the Support Automation Analyst Interface. You monitor queues, manage multiple end-user assistance sessions, and interact with end users to resolve their computer problems.
You access Live Assistance from a ticket page, such as an incident, issue or request, or the Support Automation tab. You can also open a CA SDM ticket from Live Assistance.
Analysts without read access to their tenant cannot launch the Support Automation analyst client. A warning message appears in CA SDM, such as from the main Support Automation tab or a ticket.
Use the following tools to provide live assistance to end users in your support environment:
  • Chat
    Launches instant message to the end user or to use preset text and URLs. If the end user uses the web client, only chat is enabled in a browser. You can request to use the full Support Automation tools by selecting Sessions, Launch Full Tools.
  • Automated Tasks
    Runs predefined diagnostic or repair scripts on the end-user computer.
    Scripts are created and uploaded from the Automated Task Editor IDE and your administrator configures permissions.
  • File Explorer
    Browses the files on the end-user computer and lets end users create, modify, rename, or delete files and directories.
  • File Transfer
    Copies and transfers files and folders to the end-user computer. You can also copy and transfer files from the end-user computer.
  • Remote Registry
    Performs the following registry management operations:
    • Create, edit, or delete registry records.
    • Export or import registry values from the end-user registry.
  • Screenshot
    Captures the screenshots of the end-user computer when connection quality is not sufficient for remote control assistance.
  • Remote Control
    Controls the end-user computer remotely.
  • Remote System Tools
    Restarts or shuts down the end-user computer.
  • Run Program
    Launches a program on the end-user computer without using the Remote Control tool.
  • Impersonate
    Impersonates authentication credentials on the end-user computer, such as a privileged user. Impersonation credentials are configured in System Wide Credentials, Default Credentials.
Your system administrator or tenant administrator can configure access levels, role permissions, and can disable any Live Assistance tools.
End-User Client
The end-user client connects end users to analysts in live assistance sessions. End users chat with analysts in WebChat. When you use the tools in the Support Automation Analyst Interface, the client is launched on the end-user computer. When the client launches, instructions appear for the end user specific to their web browser.