Connection Manager

The Connection Manager is an Imprivata Customer Privileged Access Management (CPAM) sub-application that enables the secure connection of a vendor's remote support agent to a target customer environment through the CPAM server. The purpose of establishing secure connections is to facilitate the resolution of issues or the installation of files that are otherwise unavailable to a target customer.

The Connection Manager creates the connection between vendor support agents and target customers through the same SSH tunneling of the Gatekeeper installed in the target customer’s device. With this tunneling, the Connection Manager enables vendor support agents to aid while also creating detailed logs of the support agent activities in the target customer’s environment.

Use this document to install the Connection Manager.

Requirements

To download and install the Connection Manager, CPAM vendors must have access to the following:

  • Internet Connectivity: CPAM vendors must have a stable connection to download the Connection Manager. Internet connection is also necessary for customers to receive support from their CPAM vendor.

Install the Connection Manager

Install the Connection Manager with the following steps.

  1. Open the CPAM Admin Console.

  2. Locate the customer that requires the Connection Manager installation.

  3. View their Gatekeeper.

    If the customer has not registered the Gatekeeper, this option is disabled.

  4. Click Connect.

    The Connection Manager download window pops up.

  5. Download the Connection Manager executable file.

NOTE:
Some browsers may not identify the download and flag it as dangerous. Ensure you have system administrator privileged and download the file anyway.

Each Connection Manager is linked to the Gatekeeper from which it was downloaded. Ensure that you keep track of which Connection Manager belongs to which customer.

Run the Connection Manager

After you install the Connection Manager, you can now start audited sessions with your customer. To run the Connection Manager:

  1. Open your customer’s Gatekeeper.

  2. Click Connect.

    The Sessions page loads in your web browser with your customer’s active session.

  3. Use the Connection Manager with the following built-in services:

    • Desktop Sharing opens a pop up of your customer’s computer for you to provide support.

    • File Transfer enables you to transfer documents, files, and applications to your customer’s computer.

To create additional services to run with the Connection Manager, read the Services Documentation.

Session Logs

The Connection Manager saves logs of all the activity during a session. To download and view the logs, you must be a System Administrator or have the VIEW_ADMIN_LOG_USER_ACTIVITY and VIEW_ADMIN_LOG_SYSTEM_MESSAGES permission in a custom role.

View the session logs with the following steps

  1. Open the Admin Console.

  2. Open the System Admin tab.

  3. Click the Admin Log menu.

Read the Sessions Documentation for more information on additional logs generated by your CPAM server.