BeyondTrust & Atlassian Jira Service Management Together

Atlassian Jira Service Management integrates with BeyondTrust Remote Support to reduce cyber risks and increase productivity in your service desk.

Generate Session Keys

Support staff can generate a session key that can be given to the end user over the phone or via email to initiate a support session that is automatically associated with the selected issue.

Import Session Data

Once the support session ends, the issue is automatically updated with information gathered during the session. Internal notes include a summary, customer, rep(s), chatlogs, file transfers, recording links, and more.

Access Issues from the Representative Console

Using BeyondTrust's custom links ability, a representative can access an associated issue directly from within the rep console. This saves time when searching for the issue in Service Desk and provides the rep with any issue details, history, or other context needed to help quickly resolve the issue.

Auto-Issue Creation

For previously unreported issues or questions, the end user can submit a simple issue description to immediately begin a support session. Meanwhile, the integration takes the submitted information from the session and creates a new Service Desk issue. This saves time and unnecessary steps for the end user and support staff.

Auto-Issue State Transition

Based on a specific customer or representative exit survey response, the integration can transition the issue to a specific state. For instance, if the rep survey contains a question asking whether the issue was resolved as part of the Remote Support session, when the representative responds appropriately, the issue can be closed.

Benefits of BeyondTrust & Atlassian

  • Increase Productivity: Technicians quickly correlate a remote session from an open ticket in Jira Service Management and append notes to the ticket when the session ends.
  • Strengthen Security: Simplify secure access to desktops, servers, and systems quickly with auto-ticket creation.
  • Meet Compliance Requirements: Retrieve session details and their associated tickets or change requests on-demand to prove compliance with ease.

BeyondTrust Privileged Access Management

The BeyondTrust Privileged Access Management (PAM) platform comprises four integrated solutions: Secure Remote Access, Endpoint Privilege Management, Privileged Password Management, and Cloud Security Management.

BeyondTrust solutions defend against the most common ransomware and malware attack vectors, including insecure remote access pathways and privileged access. Our solutions also protect against sophisticated edge cases that leverage social engineering, macros, and other vulnerabilities.

Secure Remote Access

Centrally manage and secure remote access for service desks, IT admins, and vendors.

Endpoint Privilege Management

Eliminate unnecessary privileges and elevate rights to Windows, Mac, Unix, Linux, and network devices without hindering productivity.

Privileged Password Management

Discover, manage, audit, and monitor privileged accounts of all types and go beyond traditional password management.

Cloud Security Management

Pinpoint and mitigate risks associated with cloud access permissions and entitlements across multicloud.
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