Updates for Support Administrators

BeyondTrust Remote Support 18.2 contains the following updates for BeyondTrust administration.


BeyondTrust Vault Add-On

BeyondTrust Vault is an on-appliance credential store that enables your technicians to access privileged credentials. Eliminate the need for technicians to memorize or manually track passwords, increasing productivity and security - a password that is not known can’t be shared. You can manually enter privileged credentials. Or, try the built-in discovery tool and automatically find Active Directory and local credentials.

Click-to-Chat Enhancements

In addition to consolidating the configuration settings, the name prompt, which appears to users at the start of click-to-chat sessions, is now customizable. You can customize the prompt to ask for an email address or employee ID to start support sessions. This is a more helpful data point that allows you to get the right information you need for your organization.

Customizable Issue Submission Fields

Define which fields are shown when using issue submissions to start a support session. Only capture the necessary information relevant for your support organization.

Faster Jump Client Reconnect

When active Jump Clients lose their connection, built-in logic ensures a staged reconnect back to the appliance. Improvements to the Jump Client reconnect logic have significantly reduced the amount of time needed for large-scale deployments to reconnect to the appliance.

Idle Timeout Warning for /login

Improved idle timeout warnings in the /login interface prevent administrators from being logged out before changes are complete. A new idle timeout dialog gives you 90 seconds to acknowledge that you are still working.

Improved License History Report

Gain better insight into your BeyondTrust Remote Support license usage. Administrators can view license usage history by hour, day, or month, providing visibility into your peak support hours.

Public Portal Scheduling Options

Configure times for your public portal to be “open for business” and indicate when users can start a support session. Administrators can define schedules for all public portals. Users who visit the portal during “off” times will be provided information on support availability.