Using the LogMeIn Resolve app in Jira

LogMeIn Resolve offers your agents the option to start remote control sessions with your end-users directly from Jira.

Prerequisites

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

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

Benefits of using this integration

The LogMeIn Resolve app offers the following benefits to agents working in Jira:

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

Install the LogMeIn Resolve app in Jira

As an administrator, you must first install the 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 LogMeIn Resolve.
Follow the prompts to Install the app.
See Finding new Marketplace apps for more information on how to browse for new apps.

Start a remote support session from Jira

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

Open a Jira ticket.
The LogMeIn Resolve app is displayed on the right.
In the LogMeIn Resolve app, select Share invite in ticket.
This generates a support session key and adds a comment to the ticket that includes a link for the end-user to join the session. You can edit the comment to include additional information for the end-user before they join.

Note: You can also send the link to your end-user in an email or through another messaging tool.
Optional: You may have to grant access for Jira to connect to your LogMeIn Resolve account. Here's how:
1. In the warning message displayed in Jira, select Configure access.
  You are redirected to a Jira page with information on why LogMeIn Resolve requires additional access.
2. Select Continue.
  The LogMeIn Resolve sign in page is displayed.
3. Sign in to your LogMeIn Resolve account.
  The Jira ticket is displayed again.
Ask the end-user to open the message and click the link to join the support session.
A new browser tab is opened on the end-user's device displaying the session chat panel.
Select Join my session to start an instant chat with the end-user in LogMeIn Resolve.
You are prompted to sign in to your LogMeIn Resolve account if you haven't already.
Wait for the end-user to join.
Now you are in a chat session with the end-user.
In LogMeIn Resolve, select Remote control.
Ask the end-user to click Download application in the chat window, so that they can download and run the support application required to establish a support session.
A remote control support session is established.
In the Console, click anywhere in the end-user's screen to initiate actual remote control.

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

To see what you can do during your remote session, see Starting instant support sessions.

Troubleshooting remote sessions

Unable to connect to a remote session

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

The end-user has network connection issues
The agent closes the session before the end-user can join

When an agent can’t create a session, they can 'force login' as follows:

Navigate to https://id.atlassian.com/manage-profile/apps.
On the Connected apps tab, select the LogMeIn Resolve app.
Revoke access to LogMeIn Resolve.
The agent can now create sessions from Jira.

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

Frequently Asked Questions

Is reporting available for support sessions?: Reporting is available in LogMeIn Resolve, but not in Jira. See Working with session reports in LogMeIn Resolve.
Can I replay session recordings?: Yes, you can do that in LogMeIn Resolve. 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 Resolve.
What are the system requirements of using the LogMeIn Resolve app?: See our system requirements.

Article last updated: 12 July, 2024

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