Managing Remote Access in Chatbot
You can manage remote access directly in
the SmartZone Chatbot, allowing RUCKUS Support to remotely accesses your environment
to
collect logs, export diagnostic bundles, and run basic system health checks for
troubleshooting.
Ensure the Customer support chatbot option is enabled in your SmartZone controller User Preferences and ensure you have an open support case with RUCKUS before proceeding.
- Log in to the SmartZone web interface.
- Click Chat now on the right-hand side of browser window.
- In the Customer Authentication sidebar, click Login.
- After authentication, you can chat with an AI assistant trained in RUCKUS documentation and the technical knowledge base, and track a Support ticket. The Chatbot sends the data with the RUCKUS account authorization information.
- Click and provide the case number to track the support case.
The chatbot will automatically search for the case in the system. Once the case is found, the chatbot will display a confirmation message: Okay, we were able to locate this case. Click the button below to view the details.
Note: If you enable Remote Access from the chat when the wrong case is selected, the support session will be linked to that wrong case. To fix this, just disable Remote Access and then enable it again after selecting the correct case. This way, the support session will be linked to the correct case. - Click the case status (example, 01764821 Status) to view detailed information about the case such as Case Number, Case Opened, Case Closed, Subject, Description, Status, Priority, and Customer Reference Number.
- From the list of actions, select Manage Remote Access.
- The chatbot presents two options:
- Select Remote Access, and on the left panel of the Remote Access section, click Enable.
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