Important Notes: 1. Create how to articles under the related Service Offering.   2. Use the label for the service offering (this allows each knowledge article to show all the other related ones, feel free to tag additional service offerings if it applies.  3. DO NOT change the taxonomy, ie Services or Offering Names, as they are listed in Insight in our Services database and they must match.  4. Take time to enter a summary - it shows up in the search function

When helping via the phone, a SOM Service desk agent may ask to connect to your desktop remotely to walk you through troubleshooting or to get a better view into their problem.  Clients will follow these instructions for navigating to and accepting the remote connection with the Service desk via Bomgar software

Step-by-step guide Note: This section can be re-titled Information if it is not a step by step guide.

Add the steps involved:

1. Navigate to https://yale.service-now.com/it?id=get_help
2. Navigate to "Share My Desktop."
3. The service desk agent will give you a number, enter this under the Session Key box
4. Click Submit;  then Accept  (If this is the first time you have used Bomgar, it will install a small piece of software;  click Yes all through the installation of the application, if necessary)
5. The Service Desk agent will initiate a Screen Sharing session with you.
6. Click Allow, to allow the Service Desk agent to connect to your computer to assist you.
7. Then click OK to begin the session

Related articles

Related articles appear here based on the labels you select. Click to edit the macro and add or change labels.