Remote Support

What is BeyondTrust Remote Support?

BeyondTrust Remote Support (RS) is a secure tool for remote troubleshooting by IT professionals. It enables technicians to connect to devices and resolve technical issues efficiently.

How is this integration useful?

RS simplifies workflows by enabling remote sessions, centralizing data, enhancing security, and improving support efficiency. With this integration, Entitle can manage the following resource types in RS:

• Jump groups
• group policies
• vault accounts
• vault account groups
• teams

Prerequisites

• You must have an Admin account in Entitle.
• The Privileged Remote Access user must have Administrator privileges.
• The Privileged Remote Access user you wish to integrate with Entitle must have an API account.
• Access to your RS API account Hostname, Client ID, and Client secret.
• For an optimal experience with real-time access console updates, please use RS version 24.3.1 or higher.

Obtain your Client ID and Client Secret in RS

To integrate RS with Entitle, you must have an API account. If you already have an API account, skip this procedure.

1. Sign into RS.

2. In RS, from the left navigation menu, click Management.

   The Management page displays.

3. In the top menu, click API Configuration.

   The API Configuration page displays.

4. If you do not have an API account in RS, create one.

   1. In the API Accounts section, click Add.

      The Add an API Account page displays.

   2. To activate the API account, select Enabled.

   3. Enter a Name for the account.

   4. Optionally, add Comments.

   5. Click Save.

      The API account saves in RS.

5. On the API Configuration page, locate your Client ID and Client Secret.

6. Copy the OAuth Client ID and Client Secret details and save them.

Configure the RS API account permissions

1. In RS, from the left navigation menu, click Management.

   The Management page displays.

2. In the top menu, click API Configuration.

   The API Configuration page displays.

3. In the Permissions section, set the following mandatory settings:

   • Command API: Select Full Access.
   • Configuration API: Select Allow Access and Manage Vault Accounts.

4. Optionally, select additional permissions.

5. Click Save.

Create the RS integration in Entitle

1. Sign in to Entitle.

2. Navigate to the Integrations page.

3. Click Add Integration.

4. In the Application field, enter Remote Support.

5. In the Save on dropdown, select Entitle cloud or your hosted agent.

6. In the Connection field:

   • host: Enter your instance host. Do not include the https:// ****prefix.
   • client_id: Enter the client ID you saved from the API Configuration page in RS.
   • client secret: Enter the client secret you saved from the API Configuration page in RS.
   • options: Optionally, you can exclude specific resource types from the integration using the option field. Available resource types include:
     • Jump Groups - "jump-group"
     • Group policy - "group-policy"
     • Vault account - "vault-account"
     • Vault account group - "vault-account-group"
     • Team - "team"
       Example options set:
     JSON

      "options": {
             "exclude_asset_types": ["jump-group", "team"], 
     

     Example Connection JSON with options set:
     JSON

     {
       "host": "<YOUR_HOST>", 
       "client_id": "<YOUR_CLIENT_ID>",
       "client_secret": "<YOUR_CLIENT_SECRET>",
       "options": {
             "exclude_asset_types": ["jump-group", "group-policy"], 
         },
     }
     

7. Click Save.

   The Entitle integration with RS saves