[NTLUG:Discuss] OT - Remote Linux Help Desk options, Bomgar?

[Mike LaPlante]

Chris Cox wrote:
> Mike LaPlante wrote:
>   
>> Off topic, but I was curious if anyone here works for an IT group that 
>> uses the Bomgar Box (www.bomgar.com) as a Help Desk tool. My boss has 
>> asked me to look into them and do some comparison shopping. Problem is I 
>> can't find any apples to apples comparisons.
>>
>> I'm not opposed to software based services (GoToAssist, LogMeIn, 
>> CoPilot, etc), however most of those are Windows only AFAIK. Where as 
>> I've got about 350 CentOS servers spread around the US that I need to 
>> support. Some are headless sitting in server racks. Oh, and I of course 
>> run a linux workstation here at the office. So I need Linux -> Linux 
>> capabilities.
>>
>> Oh, and VNC is great, but it requires our customers open firewalls, or 
>> we get VPN access, or other trickery. Which sometimes just isn't 
>> possible. Plus we like the idea of customers being able to request 
>> support via a portal site.
>>
>> So, what do you guys use for such things?
>>     
>
> ssh.
>
> You can run WHATEVER across ssh.
>
> So you CAN do vnc or NX (which already uses ssh).. or
> whatever.
>
> However, to do GOOD remote mgmt, you will want a true
> out of band solution... that is one that doesn't
> use the primary network.  You either create a
> separate mgmt network... or use serial...  or
> some kind of IPMI/ILo thing etc.
>
> The problem is that you MAY need to change the network
> settings of the node at the remote site.  Also you may
> need to do a physical power cycle of the remote box.
> Just some things to think about.
>
> (for a destkop user, you may not need those advanced
> features...)
>
> _______________________________________________
> http://www.ntlug.org/mailman/listinfo/discuss
>   
Yes, currently we use reverse SSH to run x11vnc and connect to the 
customer's currently running X session. Its just a pain. If incoming SSH 
is not open then we have to have the customer initiate the reverse SSH 
for us. Try walking some less than computer literate people through 
typing ssh -R xxx:localhost:22 example.com.

And then some of our customer's IT depts actually block all outgoing 
ports except 80 and 443. Which makes things even more fun. The whole 
idea of letting a customer go to our support web site and click "I need 
help" is really appealing.

What happens most often is we sell a DVR to a customer, then their IT 
dept restricts external access. Of course they still want remote support 
when they are having trouble. We could fight with each customer about 
port forwarding and VPN access. Instead we are looking for ways to 
provide our own solution.


Thanks
Mike