Middlebury

Difference between revisions of "Remote Assistance"

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*'''Remote Assistance by invitation''' - for use by LIS student consultants
 
*'''Remote Assistance by invitation''' - for use by LIS student consultants
  
 +
<br>
  
 
:This method requires the customer to ask for a consultant's help by sending an invitation.&nbsp; Here's how they do this from <u>their </u>computer:
 
:This method requires the customer to ask for a consultant's help by sending an invitation.&nbsp; Here's how they do this from <u>their </u>computer:
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:The customer can click the Address Book link to browse for your&nbsp;email address, then click "Invite this person."&nbsp;They can supply a message if desired, then click "Continue."
 
:The customer can click the Address Book link to browse for your&nbsp;email address, then click "Invite this person."&nbsp;They can supply a message if desired, then click "Continue."
  
:The customer can set a time limit for the computer access they are granting.&nbsp;&nbsp;They should fill in a password as requested, then click "Send Invitation."
+
:The customer can set a time limit for the computer access they are granting.&nbsp;&nbsp;They should fill in a password as requested, then click "Send Invitation."&nbsp; (A security message may ask for permission to access the address book -- this is ok.)
  
 
:Lastly, the customer will need to provide you (the helper) with the temporary password they set up.
 
:Lastly, the customer will need to provide you (the helper) with the temporary password they set up.
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<br>
 
<br>
  
*Remote Assistance (launch from Heat =&gt; Initiate Remote Assistance Session) - only Helpdesk staff have permission to use this  
+
*Remote Assistance (launch from Heat =&gt; Initiate Remote Assistance Session) - only full-time Helpdesk staff have permission to use this method
 
**On Vista the above won't work. However, you can add a shortcut to your Desktop for offering remote assistance: Right-click on a blank spot, New =&gt; Create Shortcut =&gt; Enter '''msra''' =&gt; Next =&gt; Name it something pretty =&gt; Finish.  
 
**On Vista the above won't work. However, you can add a shortcut to your Desktop for offering remote assistance: Right-click on a blank spot, New =&gt; Create Shortcut =&gt; Enter '''msra''' =&gt; Next =&gt; Name it something pretty =&gt; Finish.  
 
**On Vista you can also click on the Start button, and enter '''msra''' in the search box.
 
**On Vista you can also click on the Start button, and enter '''msra''' in the search box.

Revision as of 12:53, 6 July 2010


Windows

  • Remote Assistance by invitation - for use by LIS student consultants


This method requires the customer to ask for a consultant's help by sending an invitation.  Here's how they do this from their computer:
Start --> Help and Support --> Invite a friend to connect to your computer with Remote Assistance.
Click "Invite someone to help you". 
The customer can click the Address Book link to browse for your email address, then click "Invite this person." They can supply a message if desired, then click "Continue."
The customer can set a time limit for the computer access they are granting.  They should fill in a password as requested, then click "Send Invitation."  (A security message may ask for permission to access the address book -- this is ok.)
Lastly, the customer will need to provide you (the helper) with the temporary password they set up.


  • Remote Assistance (launch from Heat => Initiate Remote Assistance Session) - only full-time Helpdesk staff have permission to use this method
    • On Vista the above won't work. However, you can add a shortcut to your Desktop for offering remote assistance: Right-click on a blank spot, New => Create Shortcut => Enter msra => Next => Name it something pretty => Finish.
    • On Vista you can also click on the Start button, and enter msra in the search box.
  • Blonde Lady
    • software for customers can be found (and zipped/e-mailed) here: \\middfiles\Software\Software-Windows...
    • software for consultants can be found here: \\middfiles\Software\Software-Windows...
  • VNC
  • Remote Desktop (drawback: customer gets logged out)

Mac

  • Apple Remote Desktop (do not have enough licenses)
  • Built-in VNC
  • OSXVnc
  • MiddVnc (newer images)
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