Once the support session is ended if remote access assistance is needed again the remote connection process will need to be initiated again. If the user selects ‘yes’ the applet is automatically removed and the support session ends. Once the session is terminated the user is prompted that the applet will be removed (answer yes). Either the user or the support tech can terminate the remote support session. If allowed the remote session applet is installed and the remote support session can continue. The user is prompted to allow or refuse the applet to install. The remote connection process installs an applet to allow the remote connection. If granted view only access the support tech can only view what is on the clients computer but has no mouse of keyboard control. When granted remote control access, support personnel also have access to any application or function to which a user has been given rights. User/Client – Remote viewing and controlling of workstations guidelinesīy allowing remote support access users need to be alert to their security and privacy as the support personnel can view what is on a screen in real-time and assist in troubleshooting technical issues or difficulty. This then allow the tech to execute commands that the elevated account will allow. If the client is not an administrator the tech can initiate a request to elevate the control of the client computer with different account credentials,ie:, an admin account. The client will be prompted to allow or refuse this request. During a view only session the tech can initiate a request to allow the shared control of the client computer. If the client selects to allow only viewing then the tech can see the clients desktop but has no control of the client’s computer. If the client selects to allow shared control the tech can view and control the clients desktop with the same privileges as the clients account. The client will be present with selection choices to allow shared control of the computer, allow only viewing, or refuse request. Once a remote session is initiated using one of the invitation methods the client will be prompted to allow the remote session connection. When the session is closed the remote applet will uninstall and the client must submit another request if remote support is requested again. When the remote session is completed the remote connection should be terminated. The User Support Specialist will direct the user to the Bomgar remote support web page to submit request for remote support. Users must grant permission for the User Services representative to view or control the client computer. The Bomgar Remote Assistance appliance is a remote desktop assistance tool that allows authorized User Services support representatives to remotely connect to a users computer to provide support via a working Internet connection.Ī remote connection to a users (client) computer should only be performed at the request of the user and while the user is present at the remote computer.
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