This guide is designed to give Incident IQ administrators an overview of the following Google Remote Assistance App related topics:
- Accessing and installing the LogMeIn Rescue Remote Assistance app.
- Utilizing the app on tickets to access devices remotely.
You can use the following links below to quickly navigate to a specific section in this document. To quickly return to this index simply use the Return to Index link located at the end of any section.
The LogMeIn Rescue Remote Assistance app provides districts a method to utilize the LogMeIn Rescue software from within an Incident IQ ticket. When installed, all technology tickets will automatically display the LogMeIn Rescue Remote Assistance widget districts agents just below the Submitted By section. This provides the district with the following benefits:
- Streamlines the remote request process for both agent and requestor
- Provides requestors with step-by-step instructions on how to accept a remote assistance request
- Tracks each step of the remote session through the ticket timeline, including date and time stamps
Installing the App
To install the LogMeIn Rescue for Remote Assistance app, begin by clicking on Incident IQ Apps > Browse on the left navigation bar.
Underneath the Remote Assistance section, click on the Microsoft Quick Assist for Remote Assistance app. From here, simply select Install and follow the steps to complete the installation.
Opening Remote Connections on Tickets
After installing the LogMeIn Rescue Remote Assistance app, agents and admins can request remote sessions with ticket requestors directly on any ticket page. This is done by accessing the LogMeIn Rescue widget located just below the Submitted By section on any ticket.
The agent and requestor will need to coordinate with each other ahead of time to determine the best time for a remote support session. At the appointed time, the agent can request a new remote session simply by clicking on the Request a New Remote Session button.
This will add a note in the ticket timeline, and a ticket update notification should go out letting the requestor know that the ticket has been updated. Please note, this update email should not be used in place of the ticket agent and requestor communicating to identify a time that fits both of their schedules. If needed, the agent may cancel the request from their side at any time.
Once the agent has requested a remote session with the ticket requestor, the requestor will then be able to see the request when directly accessing the ticket while logged into Incident IQ. From here, the requestor can either Accept or Deny the request for remote session.
At this point, the requestor will need to wait on the agent to provide a LogMeIn Rescue Pin that they can use to connect to a remote session with.
The agent will now need to generate and input the LogMeIn Rescue Pin into the corresponding field on the ticket, followed by clicking on Send Rescue Pin to send the code over to the requestor.
The requestor can now click on Join Session to finalize opening the remote connection with the agent.
Once troubleshooting has finished, the working agent or requestor can close the session by clicking on Session Complete.