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Barracuda SSL VPN

How can a user create a Remote Assistance Request for the Barracuda SSL VPN?

  • Type: Knowledgebase
  • Date changed: 8 years ago

Solution #00005408

 

Scope:

This solution applies to Barracuda SSL VPN 2.0 firmware and is included in Barracuda SSL VPN models 380 and above.

 

Answer:


When a user has been assigned the Remote Access Personal Access Right they will gain access to the My Remote Assistance page in the User Console. From this page Remote Assistance Requests can be created, launched and any Inactive requests can be edited. To create a request the user must fill out the Quick Create section on the page.

The following options will be displayed for the request. The SSL VPN will attempt to automatically fill these in with details from the user’s account; these options can be changed for the request if desired:

  • Name – A short name for the request. By default this will be “${username} requires assistance”.
  • Description – Blank by default. This can be used to provide additional information about the request.
  • Email – The user’s email address; pre-populated with values from the user’s account details. Any status changes made to this Request will be sent to the address entered here.
  • Phone – The user’s phone number should they wish to be contacted by telephone; pre-populated with values from the user’s account details.


When the required details have been entered the user can select the Add button to complete the request creation. Once the Request is submitted, it is added to the Remote Assistance queue and displayed under My Remote Assistance Requests. The creator of the request can then do one of the following:

  1. Select the link or the Launch option to initiate the client side of the assistance session. The status icon will update to show ‘Waiting for admin’
  2. Wait to be contacted by the Assistant for further instructions. The status icon will update to show ‘Waiting For Connection’ when the Assistant has initiated the assistance session.
  3. Edit the Request to add additional information to the ticket.
  4. Close the Request if no further action is desired.

 

Link to this page:

https://campus.barracuda.com/solution/50160000000IOSjAAO