Outbound events | RS On-prem

What are outbound events?

Outbound events are notifications or alerts that are sent from the BeyondTrust system to external systems or recipients, triggered by specific actions or occurrences within the system.

There are two types of outbound events: HTTP Recipient and Email Recipient.

How are outbound events useful?

Outbound events help automate the communication of important system updates or actions to external systems or stakeholders, ensuring that relevant parties are kept informed and that necessary actions can be taken promptly.

How do I access the Outbound Events page?

1. Use a Chromium-based browser to sign in to your Remote Support URL.
   This URL is provided in the BeyondTrust welcome email and includes your site URL followed by /login.
2. From the left menu, click Management.
   The Software page opens and displays by default.
3. At the top of the page, click Outbound Events.
   The Outbound Events page displays.

How to configure outbound events

Add HTTP recipient

1. Use a Chromium-based browser to sign in to your Remote Support URL.
   This URL is provided in the BeyondTrust welcome email and includes your site URL followed by /login.
2. From the left menu, click Management.
   The Software page opens and displays by default.
3. At the top of the page, click Outbound Events.
   The Outbound Events page displays.
4. Click Add.
5. Select the Enabled checkbox to enable the event handler. Uncheck Enabled to quickly stop the messages for the event handler you set up, as in the event of planned integration testing.
6. In the Name field, enter a unique name for the destination. This is a required field.
7. In the URL field, enter a destination URL for the outbound handler in the form of: http[s]://[:port][/path/to/file.ext][?queryString]. Only port 443 is supported. Events are sent to this URL via an HTTP POST request. This is a required field.
8. For the Send Custom Fields checkbox, if selected all custom fields configured on the Configuration > Custom Fields page will be included in the outbound event.
9. For the Use a CA Certificate checkbox, this is only applicable for HTTPS connections. Upload your Issuer's CA certificate in PEM or DER format to force certificate validation. If you do not use a CA Certificate, HTTPS connections proceed without certificate validation.
10. From Events to Send, select the appropriate events for your organization:
    • Access Session Start
    • Access Session End
    • Someone Joins an Access Session
    • Someone Leaves an Access Session
    • Jumpoint is online
    • Jumpoint is offline
11. In the Email Contact field, enter one or more email addresses for the notifications to be sent if an error occurs. Each email address is separated by a space. Be sure to configure an SMTP relay server on the Management > Email Configuration page.
12. In the Retry Interval field, enter a value for redelivery. This specifies how often events will be retried for redelivery.
13. In the Send Email Alert After field, this specifies the length of time this destination must be in a failure state before sending an error notification email.
14. In the Retry Duration field, this specifies how long events will be retried before they are dropped.
15. In the Resend Email Alerts field, this specifies to wait at least this length of time before sending another error alert.

Edit a HTTP recipient

1. Use a Chromium-based browser to sign in to your Remote Support URL.
   This URL is provided in the BeyondTrust welcome email and includes your site URL followed by /login.
2. From the left menu, click Management.
   The Software page opens and displays by default.
3. At the top of the page, click Outbound Events.
   The Outbound Events page displays.
4. From the HTTP Recipient table, select the entry to edit.
5. Click the pencil to edit.
6. Make the necessary changes and click Save.

Delete a HTTP recipient

1. Use a Chromium-based browser to sign in to your Remote Support URL.
   This URL is provided in the BeyondTrust welcome email and includes your site URL followed by /login.
2. From the left menu, click Management.
   The Software page opens and displays by default.
3. At the top of the page, click Outbound Events.
   The Outbound Events page displays.
4. From the HTTP Recipient table, select the entry to edit.
5. Click the trash can to delete.
6. Click Yes to the confirmation dialog box.

ℹ️

BeyondTrust Cloud customers must use of URLs beginning with HTTPS; only port 443 is supported.

Add an Email recipient

Before you set up your B Series Appliance to send event messages to an email address, verify that your B Series Appliance is configured to work with your SMTP relay server. Go to the Management > Email Configuration page to verify settings.

1. Use a Chromium-based browser to sign in to your Remote Support URL.
   This URL is provided in the BeyondTrust welcome email and includes your site URL followed by /login.
2. From the left menu, click Management.
   The Software page opens and displays by default.
3. At the top of the page, click Outbound Events.
   The Outbound Events page displays.
4. In the Email Recipient section, click Add.
5. Check Enabled to enable the event handler. Uncheck Enabled to quickly stop the messages for the event handler you set up, as in the event of planned integration testing.
6. In Name, type a unique name to identify the outbound event.
7. In Email Address, enter an email address to receive notice of the selected events. You can configure up to ten email addresses, separated by commas.
8. If the Require External Key checkbox is selected, emails are sent only for sessions which have an external key at the time the event occurs.
9. For Events to Send, select which events should trigger messages to be sent.
   • Access Session End
   • Jumpoint is online
   • Jumpoint is offline
10. Subject: Customize the subject of this email. Click the link below the Body field to view the macros that can used to customize the text in your emails for your purposes.
11. Body: Customize the body of this email. Click the link below the Body field to view the macros that can used to customize the text in your emails for your purposes.
12. Click Save.

Edit an Email recipient

1. Use a Chromium-based browser to sign in to your Remote Support URL.
   This URL is provided in the BeyondTrust welcome email and includes your site URL followed by /login.
2. From the left menu, click Management.
   The Software page opens and displays by default.
3. At the top of the page, click Outbound Events.
   The Outbound Events page displays.
4. From the Email Recipient table, select the entry to edit.
5. Click the pencil to edit.
6. Make the necessary changes and click Save.

Delete an Email recipient

1. Use a Chromium-based browser to sign in to your Remote Support URL.
   This URL is provided in the BeyondTrust welcome email and includes your site URL followed by /login.
2. From the left menu, click Management.
   The Software page opens and displays by default.
3. At the top of the page, click Outbound Events.
   The Outbound Events page displays.
4. From the HTTP Recipient table, select the entry to edit.
5. Click the trash can to delete.
6. Click Yes to the confirmation dialog box.

Use a CA certificate

When operating over an HTTPS connection, you must upload the certificate authority's root certificate advertised by the outbound event server.

Send custom fields

Choose if custom fields and their values should be sent with the outbound event.

Events to send

Choose which events should trigger messages to be sent:

• Support Session Start
• Support Session End
• Someone Joins a Support Session
• Someone Leaves a Support Session
• Support Session Ownership Changes
• Customer Exit Survey is Completed
• Representative Survey is Completed
• Someone Sends a Chat Message
• Chat Elevation is Requested
• Chat Elevation Succeeded
• Jumpoint is online
• Jumpoint is offline

Retry interval

Set how often to retry a failed attempt.

Retry duration

If an event continues to retry and fail, set how long it should continue to retry before being dropped.

Email contact

Enter one or more email addresses to which notification should be sent if an error should occur.

Send email alert after

Set how long after an error the email should be sent; if the problem is resolved before this time is reached and the event succeeds, no error notification will be sent.

Resend email alerts

Set how often error emails should be sent if a failed status should continue.

Email recipients

Add, edit, delete

Create a new recipient, modify an existing recipient, or remove an existing recipient.

Retry duration

If an event continues to retry and fail, set how long it should continue to retry before being dropped.

Add or edit email recipient

Before you set up your B Series Appliance to send event messages to an email address, verify that your B Series Appliance is configured to work with your SMTP relay server. Go to the Management > Email Configuration page to verify settings.

Enabled

Use the Enabled checkbox to quickly stop the messages for the event handler you set up, as in the event of planned integration testing, for instance.

Name

Create a unique name to help identify this recipient.

Email

Enter the email address to receive notice of the selected events. You can configure up to ten email addresses, separated by commas.

Require external key

If this option is checked, emails will be sent only for sessions which have an external key at the time the event occurs.

Events to send

Choose which events should trigger messages to be sent.

• Support Session End
• Customer Exit Survey is Completed
• Representative Survey is Completed
• Jumpoint is online
• Jumpoint is offline

Subject

Customize the subject of this email. You can localize this text for any languages you have enabled.

Body

Customize the body of this email. Use any of the macros listed below this field in the /login page to customize the text for your purposes. You can localize this text for any languages you have enabled.

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For more information, see Outbound events reference.