| Use Case | Expected Result |
| Generate a Bomgar session key from an INC record. | Using the ‘Bomgar’ UI action button, generate and send a Bomgar session key |
| Establish a Bomgar session | Customer is sent the key and installs the ‘Bomgar’ plug-in. |
| Initiate a chat session between the service provider and the customer | Service Provider and a customer can use Bomgar chat functionality to communicate. |
| A Service provider is able to obtain elevated rights on the customers machine for support. | The service providers requests elevated rights. The customer will be notified in the Bomgar session and be required to allow (or deny) the request. |
| Service provider sends a file from their machine to the customers machine | A file is successfully sent from the service providers machine to the customers machine. |
| Service provider copies a file from the customer machine to the service providers machine. | A file is successfully sent from the customers machine to the service providers machine. |
| Service provider is able to view remote system attributes | The service provider can view the expected system information of the machine that they have a active Bomgar session with. |
| A service provider can update the Bomgar ‘Summary field’ to record any notes that are applicable to the session. | A Service provide is able to make an entry and have the entry saved in the Bomgar session, which will write to the ticket. |
| A service provider can take ‘remote control’ of the customers mouse. | The service provider will ask for control. The customer will grant control. The service provider will be able to remotely control the mouse. |
| Customer takes back control of their mouse | By issuing a ‘ctrl-alt-delete’ command, the customer can take control back for their mouse. |
| The Bomgar session is ended when no longer needed. | The session can be terminated when no longer needed for the interaction. |
| The Bomgar session audit log is captured and record in to the INC ticket in Service-Now. | The details of the Bomgar session will be popluated on the Bomgar related list on the INC form. |