This feature is only available for On-Premise customers
The remote control feature allows Service Desk Analysts (also called "operators") to access and control the machines of end users (also called "clients") who need help. This feature operates within Service Manager, and uses HTML 5 remote control capabilities. The administrator must install and configure the feature for a specific CI type before it can be used. Once configured, a Start Remote Control button is available for the CI types when the functionality is added.
The remote control feature allows a Service Desk analyst to do the following:
• Control the machine of the end-user/customer and see what the user is doing.
•Launch a remote control session directly from the CI record if remote control has been enabled for the CI-Type.
•Use the built-in chat feature to monitor and maintain a log of activities.
•Copy and paste between their window and the end-user's window.
•Create or resolve an incident from the window.
•Use an EPM or Endpoint Manager console to view the history of the remote control sessions.
System Requirements for the Remote Control Feature
This feature requires that your machine has a browser that supports HTML5, and port 4343 must be opened.
The following procedure describes how to add the Endpoint Manager (EPM) Remote Control functionality to a single CI type. The example uses the Workstation CI. You need to add a new field to the CI business object before the Workstation CI can be modified.
Adding RCUrl Field to the CI Business Object
1.Log in to the application using the Administrator role,
2.Click Configure Application to open the Configuration Console.
3.From the Settings pane click Build > Business Objects and use Find: to search for CI (CI) Configuration Item business object.
4.Click Fields in the toolbar to open the list, then click Add new...
5.From the list of Field types that can be added, click Text field.
6.At the Add New Field page enter the following configurations:
Enter RCUrl as a name for this field
URL to remote control this CI
|Field Type||Click on
|Text Length||Unlimited (the system should automatically make this selection when HTML is selected).|
|Field Attributes||Select Nullable|
7.Click Save to add the field. The system may take while to save this change. Once the change is saved, continue to Add RCUrl to the CI Type.
While you are still in the configuration console, return to the Business Objects page. The Workstation CI type is used in this example.
1.From the Settings pane click Build > Business Objects and use Find: to search for Workstation (CI.Workstation) Workstation business object.
2.Click Business Rules in the toolbar to open the Business Rules page then click Editing and Calculation Rules.
3.Click Add Calculation Rule and enter the following configurations:
Select RCUrlfrom the list.
|Condition||Select Always from the list|
|Also Recalculate On Load||
Select this checkbox
Enter the following expression to allow a Remote Control session:
$(if Name !=null
4.Click Save, then continue to Adding the RCUrl Field to a Form.
This procedure allows you to add the RCUrl field you configured using the procedures above, to any of the forms available for this CI type. Workstation CI Type is used in this example
1.While you are in the Workstation CI type, click on Forms in the toolbar to open the Forms page.
2.Click CI Workstation Details Form (CI.Workstation.Details) to open the form.
3.Edit the page as follows:
|a.||To add an icon for the Remote Control button:
From the left pane click on Other directory icon to expand the folder, then scroll to find Picture.
Drag Picture to the top of the Asset Detail layout on the right of the page. A new row is created and a gear icon appears.
Select the gear icon you added to the form to enable the Control Properties tab.
|b.||Replace the icon: From the Control Properties tab,|
Click in the Value section of the Image field, then click the expression editor symbol to open the Edit Expression dialog.
Click the Image Manager link at the bottom of the form to open the dialog and scroll to find and select the Start Remote Control icon.
Click Select to close the dialog and click Save at the Edit Expression dialog.
|c.||From the Control Properties tab, click in the Value column for the Visible Expression field then click the expression editor.|
At the Expression Editor dialog enter
$(RCUrl !=null) and click Save.
4.Add the Start Remote Control field:
|a.||From the left pane, scroll to and expand the CI.Workstation (Workstation) > Fields folder .|
|b.||Select RCUrl and drag to the right pane next to the Image icon you added earlier|
|c.||Select the RCUrl field you dragged to the right pane and make the following changes in the Control Properties tab.
You may need to scroll to see all the settings.
|Control Type||HTML Viewer|
|Label||Do not set a Label (remove data from this field)|
|Visible expression||$(RCUrl != null)|
|d.||Click Save on the toolbar.|
Left pane example
When you return to the ISM application, refresh the browser then open a CI of type workstation. The Remote Control option should be displayed at the top of the form.
Allow Remote Control Access for a Service Analyst
A user can allow a Service Desk Analyst (SDA) with remote control rights to EPM, to open a remote control session using the following steps:
1.Open a CI of any type that has the Remote Control function configured.
2.From the Details tab click the Start Remote button.
This prompts the agent on the target machine to launch a new web page for the SDA, (via port 4343) and requests domain login information in order to connect to the device.
3.After the SDA enters the details, the account is checked against the EPM core server to ensure that the correct information was entered to enable remote control for the SDA.
If the permission is authenticated, the SDA is allowed remote control access to the machine.
If the authentication fails, the connection is rejected with an appropriate error message.
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