Technical Guide
emsSupportTool | bfSupportAgent
The table shows the configuration options available in the Support Agent table. It contains settings for the Find Me feature, active location tracking, and custom log file submission. The default values for each setting are laid out. It also provides information on when each configuration was introduced.
The following key-value pairs may be defined within the launcher.json object emsSupportTool (Launcher 3.x.x) or bfSupportAgent (Launcher 4.x.x).
eventUrl
string Url to send event information. By default sends to BlueFletch Enterprise.
eventAuthKey
string Auth token key name, for use with posting events Azure.
eventAuth
string Auth key value, for use with posting events to Azure.
logUrl
string Host URL to be used when submitting device application logs.
loggingLevel
string Internal logging level. info, debug, error, warn. Default is 'info'.
useSplunk
boolean If desired, the events can be sent directly to Splunk. The eventUrl would need to be overwritten to point to Splunk. This will cause Support tool to send events ONLY to Splunk. Default is false.
splunkUrl
string Used for forwarding events to Splunk as well as normal event url. This should be the Host/Port of the Splunk Event Collector.
splunkAuthToken
string Auth token defined within the Splunk Event Collector.
splunkLogAuth
string Splunk auth token used when submitting application logs to Splunk.
splunkSource
string If using Splunk, if desired, use this field to identify the source.
splunkSourceType
string If using Splunk, if desired, use this field to identify the source type.
splunkApiPath
string If using Splunk, if desired, use this field to identify the additional path into API. Example: 'services/collector/raw'.
splunkApiLogPath
string The Splunk collector path used when submitting device logs to Splunk.
ignoreSSLCerts
boolean indicates to ignore SSL Certificate issues during Splunk event posting. Default is false.
loggingConnection
string Connection information on uploading to AZURE blob storage.
loggingContainer
string AZURE Blob Storage Container name.
detailedNetwork
boolean Allows for detailed network reporting. Default is false.
detailedCellularChanges
boolean Allows for detailed cellular change reporting. Determines if a detailed event of cellular information is reported when cellular strength changes.
installAppsUncradled
boolean If the Device is Un-cradled, and this flag is true, will send the Installed Applications event. Default is true.
installAppsOnBoot
boolean During Reboot processing, if the device is un-cradled, and this flag is true, will send the Installed Applications event. Default is true.
reportSystemApps
boolean During Installed application processing, indicates to generate the Installed System Application event. Default is false.
heartBeatTimerMinutes
integer Heartbeat event is fired every x minutes. The value of this parameter can not be less than 10 minutes. Default is 20.
samplingTimer
integer Application sampling timer. Timer runs to track which application is in the foreground. Value is represented in seconds. Default is 1800.
lowStorageTimer
integer Alarm setting for low storage checking. The number of seconds before firing the alarm. Default is 14400.
collectTopBandwidthHour
integer The hour of the day when Topbandwidth event should be sent. Default is 3.
collectTopBandwidth
boolean Should the topbandwitdh event be sent. Default is false.
maxReturnedBackgroundProcs
integer Number of background processes to track. Used within UI display processing. Default is 5.
maxDaysToSave
integer Max Days to keep event data. Value is represented in days. Default value is 31.
maxDaysEventsSave
integer Max Days to keep Non-Posted Event data. If no Network or no Org ID for 10 days, the data is thrown away. Default value is 10.
eventProcessPhone
boolean If true, Support Tool generates phone events when phone calls are received.
speedTestUrl
string The URL used for speed test processing.
speedTestPing
string The URL used for PING during Speed test.
orgId
string For reporting purposes, the organization Id that the events belong to.
orgPhone
string Organization support phone number. Displayed within Help Desk UI.
orgTicketUrl
string Organization Support Ticket URL. Used within Help Desk UI.
orgTicketBrowser
string Package name for an alternative browser to override the default browser displaying orgTicketUrl.
helpAdminHash
string Admin password used for Device actions (factory reset, wifi reapply).
allowPhone
boolean Indicates allow the Help Desk Calling to be used. Default is true.
dateTimeFormat
string A format string for displaying Date / Time. Marshmallow has a bug that does not allow the user to change the format, this is to get around that bug. Default is "yyyy-MM-dd 'at' HH:mm:ss zzz".
findMeAutoEnabled
boolean Enables Auto Find Me (low battery alarm only) if true. If false, low battery alarm will not sound, but Find Me pings from the Portal will still sound. Default is true.
findMePlayMedia
boolean For the Find Me Feature, Play Media (true) or play a Notification Sound (false). Default is true.
findMePlayInternalMedia
boolean If true, will play the internal Media, otherwise uses the information defined in findMeExtenalMedia. Default is true.
findMeTimeToPlay
integer For LONG plays, the number of minutes to play. Default is 10.
findMeTimeToPlayShort
integer For short sound notifications, the number of minutes to play. Short is defined by Low Battery notification or battery notifications under Warning level value. Default is 1.
findMeExternalMedia
string A path to external media to play during the Find Me notification.
findMeBatteryLevelWarning
integer The battery level to start sending Find Me notifications and play a Short sound. This is different than the systems Low Battery action. Default is 10. As of version 5.20.31, if the setting is 0 (zero), then Support Agent will use Device Low battery level value for determining if Find Me notifications should be processed.
findMeLowBatteryExternalMedia
string A path to external media to play during the Low Battery notification. Introduced in 5.15.5.
findMeIgnoreScreenState
boolean Ignore Screen State. If the value is false, Support Agent will NOT play an alert sound when the screen is on (only a visual message is presented to the user). If the value is true, Support Agent will ignore the screen state and will always play the sound. The default state is set to true.
findMeMovementThresholdSeconds
integer Wait for given number of seconds of non-movement before playing, 0 to disable. Default is 0 (disabled).
findMeStopAlertOnMotion
boolean Stop Alerting if Motion. If true and the alert is happening and the device is moving, turn alert off. Default is false.
findMeAlarmVolume
integer This allows for changing the Find Me alarm volume. Is a value from 50 to 100 and represents percentage of max volume. Default is 100. Introduced in 5.15.5.
findMeLowBatteryAlarmVolume
integer This allows for changing the Low Battery alarm volume. Is a value from 50 to 100 and represents percentage of max volume. Default is 100. Introduced in 5.15.5.
activeLocationTracking
boolean Active Location Tracking enabled. Default is true. Introduced in version 5.6.2.
activeLocationIntervalSeconds
integer If activeLocationTracking is true, GPS Active Location Tracking will be invoked at this interval (in seconds) if no movement has been detected from the device during that time. Default is 10. Introduced in version 5.6.2.
activeLocationMinDistance
integer Minimum distance change, in meters, for GPS update to occur. Default is 1. Introduced in version 5.6.2.
object Defines custom log file submission. Used if desire to upload log files from other applications to Splunk or Azure Blob Storage.
allowSpeedTestUI
boolean Used to hide or show the Speed Test button in Dashboard. Default state is set to true.
openAppFromNotification
boolean Indicates if the Support Application can be opened from the Notification Tray pull down. Default state is set to true. Introduced in 5.20.31. When set to false, Support Agent will not open via the tray. Device reboot required for this setting to take effect.
object Additional settings for controlling features within the Support Application
settings
This block of settings are for controlling newer Support Agent features.
networkStatsEnabled
boolean Network Statistic processing enabled. Valid values are true and false. Default is true.
networkStatsInterval
integer If networkStatsEnabled is true, represents the number of hours to wait before sampling network statistics. Default is 1 (every hour).
networkStatsUploadInterval
integer if networkStatsEnabled is true, indicates how many hours to wait before uploading the Network sampling. Default is 4 (every 4 hours).
lowBatteryAlarmDismissDelayMinutes
integer Represents a number of minutes to delay before redisplaying the Low Battery Alarm if the device is not charging and the prior alarm was dismissed. Default is 5. Set to 0 (zero) to disable.
submitLogs
The submitLogs table controls the settings for uploading log files from other applications to Splunk or Azure. The table includes settings for enabling or disabling log file submission, specifying the directories to be uploaded, and setting the hours of the day when the log files should be uploaded.
enabled
boolean Are log submission files enabled. Valid values are "true" and "false", defaults to "false".
alarmEnabled
boolean If should upload log files at a certain time interval. Valid values are "true" and "false", defaults to "false".
hourOfDayToSend
integer If alarmEnabled, this indicates the hour of the day to send the log files
sendOnBoot
boolean Should log files be sent on boot of the device. Valid values are "true" and "false", defaults to "false".
object Array of Log Directory objects, that indicate what should be uploaded. NOTE This only works on Android 10 and below, as Support Application will not have access to parts of the file system.
multipleHoursOfDayToSend
string If alarmEnabled, this indicates the hour(s) of the day which logs will be sent between 0 and 23. Based on the device time and repeats daily.
directories
The directories table within the submitLogs object stores information about the log files that should be submitted to Splunk or Azure. By configuring the settings in the table, you can ensure that the log files are uploaded to the desired destination at the desired time.
application
string Name of the Application. If sending to splunk will be used as the sourceType.
location
string Path on the device where the log files exist. NOTE This only works on Android 10 and below, as Support Application will not have access to parts of the file system.
files
string Name of the file to upload. This can be represented as a regular expressiion.
extractor
string If a custom extractor is needed to reformat the data. Currently on CSV reformatting is supported.
Configuring Log File Submissions
In the sample configuration below, you can set when and where the log files are uploaded. If submitLogs is set to true, it will enable log file submission. When log file submission fails, there won't be any notification alert if alarmEnabled is set to false. When the device boots up and sendOnBoot is set to false, log files won't be automatically uploaded. Use the example below as a guide:
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