Reports | RS Pathfinder

What are reports?

Reports allow administrators and privileged users to generate comprehensive documentation on system activities, with the ability to apply filters for customized insights tailored to specific needs.

How are reports useful?

Reports help track and analyze system usage, performance, and security metrics, providing valuable information for compliance, auditing, and decision-making within the organization.

How do I access the Reports page?

1. Sign into app.beyondtrust.io.
   The BeyondTrust Home page displays.
2. From the left menu, click Remote Support > Reports.
   The Reports page opens and the Support tab displays by default.

The Reports page

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4. Report Type: Select the type of report you want. The choices are Session , Summary, Customer Exit Survey, Session Forensics, or Representative Survey.
5. Filters: Select the filters for the report.
6. Download/Show Report: Option to download or show report results.
7. Team Activity Report: Displays team activity based on specific criteria.

How to generate a support report

Report type

There four separate report types:

• Session
• Summary
• Customer Exit Survey
• Session Forensics (if enabled).
• Representative Survey

Filters

Apply filtering options as needed to derive more customized reports from the basic report types. Enable one or more filters as you wish, but only sessions that match all filters selected will be shown.

Session ID or sequence number

This unique identifier requires that you specify the ID (LSID) or sequence number for the single session you seek. This is often helpful if you have an external ticketing system or CRM integration. You cannot combine this filter with others.

Date range

Select a start date for which to pull reporting data. Then select either the number of days for which to pull your report or an end date.

Customer

Filter sessions by customer name, company name, computer name, public IP, or private IP.

Public site

Filter to focus your reporting on a specific public site.

Representative

Use the dropdown to choose the type of representative participation you want to include. Choose sessions where any representative joined, no representative joined, or a specific representative participated, or where any representative within a team participated, including sessions that were never associated with the specified team.

Team

Use the dropdown to choose the type of team participation you want to include. Choose sessions that were assigned to at least one team, sessions that were never assigned to a team, or sessions that were assigned to a specific team.

External key

Filter to report sessions that used the same specific external key.

Include only completed sessions

Filter to include only sessions that have been completed. This excludes sessions that are still running.

Group by (Visible Only for Summary Reports)

Choose to group summary report data by representative, by team, or by public site.

Support session report results

View all sessions that match the criteria specified on the previous page. Session reports include basic session information along with links to session details, chat transcripts, and video recordings of screen sharing, Show My Screen, and command shells. Click Select Visible Columns to choose which information to view.

Support session detail

Session reports detail a record of the full chat transcript, the number of files transferred (and details on failed file transfers), and the permissions requested and granted. Specific command information relevant to Run As commands, including credentials, is also provided, but this reporting can be disabled in Security. Other information includes the public site through which the session was run, session duration, local and remote computer names and IP addresses, and remote system information (if enabled). Reports can be viewed online or downloaded to your local system.