Using the LogMeIn Rescue app in Jira

LogMeIn Rescue offers your technicians the option to start remote control sessions with your customers, directly from Jira.

Prerequisites

The following requirements must be met to use LogMeIn Rescue in Jira:

You must get the LogMeIn Rescue app from the Atlassian Marketplace
Your customers and technicians must meet the minimum system requirements
An administrator at your organization should first install the LogMeIn Rescue app to Jira for your technicians
Technicians should have a paid LogMeIn Rescue account with Remote Support capability. You can set up technicians in GoTo Admin.

Why would you use this integration?

The LogMeIn Rescue app offers the following benefits to technicians working in Jira:

Manage incidents through LogMeIn Rescue: The LogMeIn Rescue app extends Jira capabilities to provide technicians with a full incident management suite, including remote controlling the customer's device.
Create support sessions from the LogMeIn Rescue app: Technicians can provide remote support to customers directly from Jira. This includes instant chat, remote control, and remote view.
Share session link and collaborate in real-time: Technicians can invite an customer to a support session with a single click.
Join the session: Technicians can join a LogMeIn Rescue support session directly from Jira
Detailed history of support sessions in Jira: LogMeIn Rescue collects notes and automatically adds those to the Jira ticket after the session ends.

How to install the LogMeIn Rescue app in Jira?

As an administrator, you must first install the LogMeIn Rescue app to your Jira account.

From the top navigation bar in your application, choose Apps > Manage apps.
Choose Find apps in the sidebar of Jira's admin console.
Search for Rescue.
Follow the prompts to Install the app.
See Finding new Marketplace apps for more information on how to browse for new apps.

How can you start a remote support session from Jira?

As an agent, you can connect to the devices of your customers directly from a Jira ticket to provide support. Here's how:

Open a Jira ticket.
The LogMeIn Rescue app is displayed on the right.
If you have Jira-Administration access of Jira instance, then you will see the following:
To grant Jira Administrator access to Rescue Master Administrators navigate to Settings > User access.
As a Rescue Master Administrator select Post-session URL to get back to the Rescue website.
Result: After logging in you will see the Settings tab:
Navigate to Post session details to URL when technician ends session, and paste the web trigger URL. Make sure that Post session details are set to as JSON:
Navigate back to your Jira instance and refresh the page.
In LogMeIn Rescue, select Create new Session.
Result: You are prompted to sign in to your LogMeIn Rescue account if you haven't already.
Select Share invite in ticket.

This generates a support session key and adds a comment to the ticket that includes a link for the customer to join the session. You can edit the comment to include additional information for the customer before they join.

Note: You can also send the link to your customer in an email or through another messaging tool.
Ask the customer to open the message and click the link to join the support session.
Result: A new browser tab is opened on the customer's device that asks the customer to download the Rescue applet.
In Jira, select Join my session to open the LogMeIn Rescue Technician Console.
Wait for the customer to join.
Now you are in a chat session with the customer.
In the Technician Console, select Launch Remote Control Session.
Ask the customer to click Download application in the chat window, so that they can download and run the support application required to establish a support session.
Result: A remote control support session is established.

Results: To end the session, click End session in the Technician Console. Your chat log and session details are saved as a comment in the Jira ticket when you end the session.

To see what you can do during your remote session, see How to Remote Control a Customer's Computer.

Troubleshooting remote sessions

Unable to connect to a remote session

In certain cases, the customer may not be able to connect to the remote session. The reason for this is generally the following:

The customer has network connection issues
The technician closes the session before the customer can join

In either of these cases, the technician can start a new session and send that to the customer. To do so, while you have a Jira ticket open, select the Start new session link in the LogMeIn Rescue app. This will regenerate a support session key that you can send to the customer.

The technician can't start a session

This may occur when the technician's credentials expire for some reason. In this case, you can sign out of the Rescue app in Jira and re-enter your correct credentials. Here's how:

Select the Sign out button in the Jira Rescue app.
Select Create new session.
Type your email address and password that you use to sign in to the Technician Console.

Now you can start a new remote support session.

Frequently Asked Questions

Is reporting available for support sessions?: Reporting is available in LogMeIn Rescue, but not in Jira. See Session Report (List All).
Can I replay session recordings?: Yes, you can do that in LogMeIn Rescue. All you need is the session ID that you have generated in Jira. Based on that ID, you can find the session on the Reporting page of LogMeIn Rescue.
What are the system requirements of using the LogMeIn Rescue app?: For a complete list of system requirements, see LogMeIn Rescue System Requirements.

Article last updated: 12 July, 2024