Remote Control
Remote Control enables service desk operators to access and control a user machine, record the session, capture session Chat, and maintain a log of each session.. This is different from other remote desktop-like applications in that
This is different from other remote desktop-like applications in that:
- Remote Control lets you control the user machine and see what the user is doing simultaneously.
- This technology operates within HEAT, and uses the HEAT web services to monitor user operations.
- The built-in chat feature lets you monitor and maintain a log of activities.
- You can record the session and capture the time spent and attach the information to the incident record for future reference.
- You can create or resolve and incident directly from the session.
- You can view the incident record directly from the Remote Session window.
- You can copy and paste between the operator window and the session window.
- The incident record shows a history of all remote control sessions.
Initial Setup
Remote Control is automatically enabled as of HEAT 2014.3, for both Cloud and On-Premise. Existing users will not see certain features:
- The Start Remote Control button does not appear on the Incident workspace.
- The remote control history is not available under the Activity History tab.
Your Administrator must manually configure these features.
| 1. | Within the Configuration console, open the Incident business object. |
| 2. | From the Layout tab, open the layout in which you want to use the button. Out-of-the-box, the layouts affected are IncidentLayout.ServiceDesk and IncidentLayout.HelpDesk. |
| 3. | Open the Form View of the Layout, then Edit the Toolbar. |
| 4. | From the list in the bottom panel, drag the Start Remote Control button and drop it onto the toolbar where you want it to appear. Typically, the Action Menu appears last, so place the button before that. The Toolbar Button Editor window appears. |
| 5. | Optional. Select an icon from the Image list. |
| 6. | Click Save. The Toolbar Button Editor window closes. |
| 7. | Click Save. The Toolbar Editor window closes. |
| 8. | From the Child Panels area, click Activity History. The Form Selection window appears. |
| 9. | For Journal.RemoteControlSession choose JournalRemoteControlSession. This associates a form with the activity history. |
| 10. | Click OK to close the Form Selection window. |
| 11. |
Click Save  from the toolbar.
|
Repeat this procedure for each layout you want to use.
Remote Control Interface
Session object - maintain information about the session.
- Select the Session Object tab within the Remote window to view session information, such as duration and tenant link.
Control bar
Starting a remote session
| 1. | Within the Incident workspace, The service desk operator selects the Start Remote quick action, and a session is opened. The operator now waits for the user to respond. select the Start Remote quick action, and a session is opened. |
The quick action sends and email to the customer that contains a link to the session.
Wait for the user to respond. This might take a couple of minutes.
| 2. | The customer clicks the link, and clicks Yes to any confirmation boxes that appear to allow the session to connect. |
Connection might take a couple of minutes.
The operator can now access the customer desktop.
