General

Create more than one Integration with Service now ITSM tool, if a customer has different entities and has different ITSM tools like Servicenow and Fresh Desk. 

The following articles were published last week. New Knowledge Base Articles: KB0022212 - Unable to copy and paste from the Web Console" to "Unable to copy and paste from the Web Console using Web Shell to SSH KB0022714 - Which ports are required for ad-hoc sessions in Remote Support? KB0022717 - What network traffic does an active Jump Client send and can this be co

We're extracting the team activity reports and add this to our BI reporting to monitor usage.On the event type we see several events and I'm looking to filter the ones to connect and disconnect from a session.I think the below are the ones that I'm looking for but not sure: Conference Member Added -> connecting to a workstation Conference Member Departed -> disconnecting from a workstation Am I correct in this assumption?

Can we connect to SQL DB with a different instance example sqlserver\abc. how can I use on the SQL Server Tunnel in the PRA to connect.

we are planning to move from PRA B-200 physical to VM. the article below doesn’t explain that how many concurrent jump sessions (RDP/Shell/WEB) a VM can handle in Active-Passive configuration. ( considering not jump client installed)Virtual Appliance installation  

we have linux server in which XRDP is installed. from console I cannot RDP the linux but I can do RDP from a server (jumpoint host).what am I doing wrong here? 

The following articles were published last week. New Knowledge Base Articles: KB0022081 - Approval emails for sessions have stopped working error - SMTP error [450] Service unavailable KB0022647 - How to download the SIEM Q radar plugin for Remote Support or Privileged Remote Access integration KB0022705 - Does a live update require downtime?

Vendor user is facing issues while trying to launch a shell jump session (via Jumpoint) from Mac endpoint. User is typing the below command to invoke the web console on the shell jump session but getting display error. Target Endpoint: Rocky Linux 8.9, 64-bitsystemctl enable --now cockpit.socket~]$ DataEditorError: DataEditor: Can't Open Display They also want to know if PRA shell jump supports X window forwarding using the X11 protocol. Any suggestions to resolve this problem?

Does anyone know if we can leverage inspect /dev tools on a Web Jump on PRA? We have developers trying to inspect and open dev tools on the web page but looks like it doesn’t work?

The following articles were published last week. New Knowledge Base Articles: KB0021472 - Sync failed. Unable to bind as account@domain.com Can't contact LDAP server. Verify hostname and port. KB0021941 - TCP Tunnel, Web Jump and Remote RDP connection types show as unavailable after upgrade KB0022595 - How to register a different device for MFA in RS or PRA

Hello, we have set up PRA web jump for multiple websites including some Cisco device GUIs. With Cisco DNA / Catalyst center website it is timing out. This website uses HTML tags that change for each page refresh. Based on the jump point logs , PRA successfully detects the tags for username, password and submit button but at the end it gives credential injection timed out error. We have the timeout set to max value of 30 seconds. PRA version is 23.1.2. If we select no credential the website opens fine as PRA web jump. I can log in by manually entering the password. The webpages before and after login are different\. (I see a KB that says it may timeout of URL doesnt chnage after password injection). I read in another post that the ‘inject credentials in current URL’ doesn’t work for web-jumps .Is there any workaround method using PRA. Like RDP to a server , open browser and click on inject creds button. Or anything needs to be changed in web jump backend config on jump-po

Hi everyone,I have an problem when configuring Jump Approval in my PRA and I would like to know if it’s a bug or if I missed something.I've created a Jump Policy requiring users to request approval to access machines.In the approvers, I've set up a team called the “IT Team” and I've indicated that they can't approve their own requests.There are two members in “IT Team”.When one of the members tries to connect to a machine, a form asks him to enter a reason and a duration. In the Remote Access Console, the user who made the request does not see any notification and cannot self-approve. The second team member can. It works in the other way round.The problem here is that the user who made the request, who normally can't self-approve, still receives an approval link by e-ma

Has anybody got any experience of upgrading PRA from 23.3.3 to 25.1.2 with regards to the jumpclient on Windows 2008R2 and 2012R2.  We have a few legacy servers which for various reasons we don’t want to switch to RDP Jumps.  I appreciate running the jumpclient on 2008R2 and 2012R2 is officially unsupported but I’d be interest if anyone has the experience of running the client on these OS’s.

Hello! is there any documentation that includes example parameters/strings that should be used while launching apps using PRA BT desktop agent. Admin guide has details of configuration options but nothing further e.g. example strings. I am able to connect to RDP using first set of  credentials , at one time was able to launch web browser but later started seeing error in chat windows that says file name/path could not be found. 

The following articles were published last week. New Knowledge Base Articles: KB0022312 - How to set up a CNAME with Remote Support and Privileged Remote Access in Pathfinder KB0022641 - How to configure shared IP failover KB0022643 - Jump client add button missing for adminstrators

Hello,I have a customer who is having a question about the Vendors section of the PRA.In the customer's environment, there is only one group of Vendors, and they are complaining that they can only perform Web Jumps in 3 sessions simultaneously. Is this the limit or is there a way that can be configured so that they can perform more jumps?

can we only upgrade PRA base to 7.4 while on 24.x.x or it’s must to upgrade PRA site to 25.x.x after upgrading Base to 7.4 ?

Hi all,we upgraded our PRA cloud instance from 24.3.x to 25.1.2 one week ago.After the activity we are facing some issues in connecting to our resources using network tunnel jumps. No modification of configuration of firewalls, network, jumpoint and jump items. Starting a debug activity, errors that occurring are the following:IPT:ERROR>Exception enumerating filter rules while getting IP address for name server pointers. failed to convert IP address stringException - failed building the DNS PTR list Do we need to create lookup zones and PTR record for every target that we need to reach through network tunnel jumps? No issues before the upgrade. Thanks in advance,Massimo

Hi everyone,I'm looking into ways to automate some actions with BeyondTrust PRA. Specifically, I'm wondering if anyone has managed to: Automatically log in to the BeyondTrust console Launch a "Tunnel" type Jumpoint automatically, without manual intervention. The goal would be to have a script or integration that, once authenticated, can open a tunnel through a pre-configured Jumpoint — useful for automations or third-party tool integrations.Has anyone done something similar, or knows if this is possible using the BeyondTrust API or any other method?

The following articles were published last week. New Knowledge Base Articles: KB0022174 - Best practices for Remote Support and Privileged Remote Access KB0022301 - Integration Client does not work and retrieved no data KB0022540 - Is there any effect when changing SMTP authentication from Legacy to Oauth2 with the Integration Client?

If i use PASM to access my servers, do I need EPM on those servers ? 

Just trying to see what is your current data retention period for Session Recordings. I understand this depends on various factors - compliance requirements, deployment size/usage , cost-benefit, Org maturity level   etc. But posting this to get a sense of how other users are managing it . We have around 60-90 days live on appliance, plus another 90 days on a network share. As the usage increases the session recordings data is growing exponentially. But at the same time investigations may require some historical data as well. 

In the ideas portal A10-I-249 someone suggested being able to re-inject credentials when running a sudo or su command. The idea was marked as already implemented. Is there any documentation on how to achieve this or can anyone provide steps to accomplish this without setting the sudoers file to passwordless?

The following articles were published last week. New Knowledge Base Articles: KB0022421 - Is the IP address assigned to the RS or PRA Cloud instance static? Can it be provided? KB0022428 - RDP Jumps failing when using xRDP or FreeRDP "Unknown connection error. 2001C" KB0022444 - Can USERID and DATETIMESTAMP be used in the Integration Client recording file format name?