Installing and Utilizing the Microsoft RDP Remote Assistance App

Guide Overview

This guide is designed to give Incident IQ administrators an overview of the following Microsoft RDP Remote Assistance app related topics:

  • Accessing and installing the Microsoft RDP Remote Assistance app.
  • Setting up an IP address custom field to capture device IP information.
  • Utilizing the app on tickets to access devices remotely.

 

Guide Index

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.

  1. Introduction
  2. Installing the App
  3. Setting up a IP Address Custom Field
  4. Opening Remote Connections on Tickets

 

Introduction

The Microsoft RDP Remote Assistance app provides remote desktop support assistance for Microsoft RDP within Incident IQ. When installed, tickets with IP addresses associated with them will automatically display the Microsoft RDP remote support panel on the right side of the ticket details screen below the asset / model details. 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

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Installing the App

To install the Microsoft RDP Remote Assistance app, begin by clicking on Incident IQ Apps > Browse on the left navigation bar.

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Underneath the Remote Assistance section, click on the Microsoft RDP Remote Assistance app. From here, simply select Install and follow the steps to complete the installation.

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Setting up a IP Address Custom Field

At this point, you will need to set up an IP address custom field in order to capture the user's 

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On the Custom Fields page, you will want to click on New Custom Field at the top right while in the Field Definitions tab.

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When creating your new IP address custom field, you will need to name it as well as select IPAdress in the Field Type drop-down menu. Please note, you will want to keep the Requestor Visible? field unchecked so requestors do not see this field when submitting tickets.

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Once the IP address field has been created, you will need to apply it as a field on tickets in Incident IQ. To do this, begin by clicking on the Tickets tab at the top of the page.

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Next, click on Add Field with New Conditions and select the IP address custom field in the pop-up window.

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You should now see your custom field appear in the list of custom fields available on tickets. From here, click on Add Conditions to the left of the field to start limiting on what tickets this field should appear on.

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Opening Remote Connections on Tickets

After installing the Microsoft RDP Remote Assistance app, agents and admins can request remote sessions with ticket requestors directly on any ticket page. This is done by accessing the Remote Desktop  widget located just below the Submitted By section on any ticket.

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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 Connect to [IP address] button.

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This will add a note in the ticket timeline. Additionally, a remote session file will be downloaded to the agents machine, allowing them to open up a connection as long as the requestor's machine is currently online. Once troubleshooting has finished, the working agent or admin can close the session by clicking on Session Complete.

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