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How to take control of an endpoint from a Service Desk ticket

Release Time
06/26/2017
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1977 times
Categories
Remote Control
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  • The remote control (RC) application lets you take over Windows and Mac devices to solve issues, install third party software, and run system maintenance.

  • You can open the remote control tool directly from a Service Desk ticket. This lets you quickly connect to the machine in question to investigate the issue. This feature is only available for tickets which were auto-generated by Endpoint Manager (EM).

  • There are two ways in which EM can add tickets to Service Desk:

    • Automatic – Add a monitor to an EM profile which generates a ticket if certain conditions are met. For example, generate a ticket if RAM usage on the endpoint exceeds 90%.

    • Manual - Endpoint users can create a ticket by right-clicking the EM system tray icon:




       

    • This article explains how to take control of a remote device from a service desk ticket.

      Process in brief:

    • Login to ITarian

    • Click ‘Applications’ > ‘Service Desk’

    • Open the 'Staff' panel (see the last link on the left)

    • Click 'Tickets' then a ticket type ('Open', 'My Tickets', 'Unassigned', 'Overdue', etc)

    • Open the ticket you want to work on

    • Click the 'Remote Control' button

      • Reminder – The 'Remote Control' button is available only for tickets auto-generated by Endpoint Manager.

      • Install the remote control application if required

    • Log in to the application with your ITarian username and password

    • Connect to the target device

      Process in detail:

    • Login to ITarian

    • Click ‘Applications’ > ‘Service Desk’

    • Open the 'Staff' panel (see the last link on the left)

    • Click 'Tickets' then a ticket type ('Open', 'My Tickets', 'Unassigned', 'Overdue', etc)

    • Open the ticket you want to work on

    • Click the 'Remote Control' button

    • You can install the application at this stage if you haven’t done so already:



       

    • Click 'Download Remote Control by ITarian'
       
    • Save the setup file and install it on your computer
       

  • From this point forward, the application will automatically open when you click the ‘Remote Control’ button.

  • You can also open the application outside of Service Desk by clicking the tray icon on your desktop.

  • Next, log-in to the remote control application with your username and password:


     

    • Click the 'ITarian' tab and enter your ITarian account username and password

  • Select your region and click 'Sign-in'

    • If two-factor authentication is enabled then you have to enter a code from the app on your mobile device



       
      • See this page If you haven’t set up two-factor, but would like to.
         

    • After login, the application shows a list of devices enrolled to your account.

    • Click the tree icon on the left to filter devices by company or device group:

    • Move your mouse over the device you want to control then click the icon on the right:



      You can now access the desktop of the remote computer:



       

    • The toolbar at the top allows you to perform various actions.

    • See https://wiki.itarian.com/frontend/web/topic/how-to-take-remote-control-of-a-device for help to use the remote control tool.

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