Prerequisites for the BeyondTrust Remote Support Integration with CA Service Desk

 

You must purchase this integration separately from both your BeyondTrust software and your CA Service Desk solution. For more information, contact BeyondTrust sales.

To complete this integration, please ensure that you have the necessary software installed and configured as indicated in this guide, accounting for any network considerations.

Applicable Versions

  • BeyondTrust Remote Support: 14.x and newer
  • CA Service Desk: 12.9 or 14.1 (plus any associated cumulative patches and test fixes)

Network Considerations

The following network communication channels must be open for the integration to work properly.

Outbound From Inbound To TCP Port # Purpose
BeyondTrust Middleware Engine Server CA Service Desk 443 API calls from the BeyondTrust Middleware Engine server.
BeyondTrust Middleware Engine Server BeyondTrust Appliance 443 API calls from the BeyondTrust Middleware Engine server.
BeyondTrust Appliance BeyondTrust Middleware Engine Server

8180 (default)

443 (optional)

The BeyondTrust Middleware Engine server receives outbound events from the appliance. However, if polling is used instead of outbound events, then this port does not have to be open.

Prerequisite Installation and Configuration

The CA Service Desk integration is a BeyondTrust Middleware Engine plugin. To install the BeyondTrust Middleware Engine, follow the instructions in the BeyondTrust Middleware Engine Configuration document. The BeyondTrust Middleware Engine Configuration document is also useful to understand how to work with the middleware engine.