Support users with Remote Assistance

By Brian M Posey, TechRepublic, 1 May, 2002 13:55

At this point, the help desk should receive the invitation, either by e-mail, instant message, or by file, and can act on the invitation by double-clicking it. As you can see in Figure C, double-clicking on an invitation opens a screen that provides you with all the details associated with the invitation, such as who the invitation is from, when the invitation will expire, and whether or not a password is required.

Figure C

Double-clicking on an invitation provides you with the invitation's details.

The help desk operator must then enter the password (if required) and click the Yes button at the bottom of the Remote Assistance dialog box. At this point, the person who issued the invitation will get a message indicating that the invitation has been accepted and that the assistant is ready to connect. The system then asks if they wish to allow the person to view their screen and chat with them. When users allow the inbound connection, a window that's similar to the one shown in Figure D will appear on both systems. As you can see, the window allows users and the assistant to have a chat session, communicate verbally, transfer files, or terminate the inbound connection.

Figure D

The Remote Assistance window allows verbal or chat-based communications and file transfers.

By default, the session is in View Only mode. This allows the assistance provider to see users' screens but not control their systems. If users' systems are configured in the Control Panel | System applet to allow Remote Control, the assistance provider can take control of users' machines by clicking Take Control at the top of the Remote Assistance window. Users will then be asked to give the assistance provider permission to take control. If users click Yes, both the users and the helper can move the cursor and interact with users' systems. Users can revoke Remote Control or disconnect from the session at any time.

Have your say instantly in the Tech Update forum. Let the editors know what you think in the Mailroom.

« Previous
1
2
3
Next »

Post your comment

In order to post a comment you need to be registered and logged in.

You can also log in with Facebook. Log in or create your ZDNet UK account below

By signing up for this service, you indicate that you agree to our Terms and Conditions and have read and understood our Privacy Policy. Questions about membership? Find the answers in the Community FAQ

ZDNet UK Live

ike fuelband is great for every healthminded person ! to work out! theres this website called textme4free.com that you can use to text anywhere in...

7 hours ago by bordero on Nike's FuelBand wristband gamifies exercise

> I'm told it's somewhat annoying when people have their Macs stolen > and Apple stores treat the thief as the owner, but there you go. Ouch,...

9 hours ago by BrownieBoy on AMD Ultrathins to challenge Intel Ultrabooks

@kevinmchapman. OK, I acknowledge that 'most' was a gratuitous throwaway comment as an afterthought and too presumptuous. As to proof, as you...

13 hours ago by Moley on A tale of two distros: Ubuntu and Linux Mint

@BrownieBoy > Works really well for thieves.... >> Nice attempt to deflect the argument by tossing in a point that's totally >> irrelevant, even...

14 hours ago by Jack Schofield on AMD Ultrathins to challenge Intel Ultrabooks

fantastic that the so called piracy bills have been withdrawn. however, these anti-democracy supporters are still in the shadows so lets be alert...

15 hours ago by raskolnikof on SOPA, Protect IP support wavers in face of online protest

Please God no; teach them anything you like - thinking rationally, the uses and misuses of data, what data is and what it's not - but leave the...

17 hours ago by Tony Douglas via Facebook on Kids are the future. Teach ’em to code.

@Jack, > Works really well for thieves.... Nice attempt to deflect the argument by tossing in a point that's totally irrelevant, even it were...

1 day ago by BrownieBoy on AMD Ultrathins to challenge Intel Ultrabooks

Make that 13 people now - I got refused today at Manchester airport. I thought I was up to date on this legislation - I knew of the EU ruling from...

1 day ago by bootlegger on UK airport body scans will not be opt out

Don't forget to check out apps like GoodReader or SlideShark either, they're indispensible for people on the go in presentation situations. Best...

2 days ago by tinycg on Four top iPad apps for people on the move

Well it seems there is something a number of us agree on. Why is the Ubuntu Unity launcher so ugly? I thought perhaps it was something to do with...

2 days ago by TerryRK on A tale of two distros: Ubuntu and Linux Mint

Duplicate comments are not made intentionally. Its very good to know that now you are keeping check on this problem because sometimes a commenter...

2 days ago by Freebies202 on Microsoft fixes blog comments, speeds up blogs with open source

"the very significant number of users" and "many (most) of us" - you have no evidence for these statements. It is a fact that most users are saying...

2 days ago by kevinmchapman on A tale of two distros: Ubuntu and Linux Mint