In terms of the “closing the window, but it doesn't close” situation, I recommend submitting an idea in the Ideas Portal for that.
That being said, you can sort of ease the pain by having a painfully short idle before login time set for your users. That setting can be changed in the /login interface (as an Admin). Go to Management (lower left)>Security (second tab from the left at the top), and then scroll down to the “Representative Console” section (the 3rd section down), and there is a setting for “Log Out Idle Representative After”. Change that to something short, like 5 minutes, and you will probably have less issues with license quotas.
Also, I wonder if the Privileged Remote Access (PRA) may be a better product for you if you have lots of groups needing access at specific times? It may be worth reaching out to your sales/support team to ask about it. You may find it more fitting to your situation.
It sounds like you are already using License pools already which is probably the best way to manage what you’re trying to achieve (https://www.beyondtrust.com/docs/remote-support/getting-started/admin/licensing.htm)
In PRA, the ‘X’ does close the access console fully, whereas in RS, it only minimises the Application, but I think this would be a good Feature Request to submit, if it hasn’t already been submitted.
I also agree with @LayerZeroIssue, using idle timeouts could be a good way around this to free up licenses quicker when they are not actively being used.
<snip>short idle before login time
LayerZ we already use timeout to keep idle sessions short. I also have an email sent anytime someone is denied login. This email goes to the same group with restrictions so they know if one of their co-workers is trying to use a license.
@LayerZeroIssue and @Kenny Lyman the feature request I would make is to only count a license in use when the tech starts a remote session. Or a suspend or logout where the application continues to run but is no longer counted as a license.
Thank you both for the reply.
We purchased Bomgar primarily for our IS department support. There are 3 line of business groups that occasionally need to remote to machines. The 5 or 6 people in that group, I assigned to use a maximum of 2 licenses at a time. At renewal time I bill them for their portion of the support bill.
This has worked out OK but I am wondering if others have found ways to allocate cost or allocate license use to groups of people.
My one complaint about Bomgar is that you need to exit the application to free up the tech license. If you only click the x it keeps running and using a license.
what if you dont assign licenses to groups and instead allow all groups to use you entire pool of licenses?
what if you don’t assign licenses to groups and instead allow all groups to use you entire pool of licenses?
If I did not limit the 6 people, they would stay connected and use up all the licenses. They have 6 people that want to remote as needed to only about 8 pc’s but they only wanted to pay for one license. The tendency is to just x out of the desktop which keeps them logged in and using a license. Every budget year I ask if they want or need and additional license and they say no. I really should limit them to just one but there would be times where they could not login even with 4 free licenses. For my IT staff there are 5 of us with 350 jump clients that we support. We have the entire pools of licenses. What we are doing works, but thought I would find out if others have found creative solutions.
I set the idle time low to kick out of sessions and kick out of logged in. Keeps only the active users using licenses.
