Hello SysAid Guru's,
I am currently testing SysAid. I have noticed in my initial tests that the Remote Control VNC-Based client does not perform so well, especially on our WAN links. I am looking into fine tuning. I do have the image driver installed on the clients as well.
We currently use the Windows Remote Assistance feature for support.
Windows Remote Assistance, for those who do not use it, is a wonderful tool. You can enable it by setting a GPO in Computer Config > Admin Templates > System/Remote Assistance. You set "Offer Remote Assistance" to Enabled and then add in groups that are allowed to offer help. We usually have a group called Remote Assistance Administrators that we add here and have our Helpdesk people in it.
Helpdesk Staff can launch it via command line. For example on Windows 7 "%systemroot%\system32\msra.exe /offerra" in a short-cut will launch the application ready for a host-name or IP address to offer help to. Assuming the Helpdesk Member is in the group specified and the machine has the group policy applied with no firewall inhibitions a session will open. The user receives a prompt confirming view only connection and then can agree to remote control. It also has a chat client and is noticeable well optimised for Windows. Remote Assistance seems to work well from a Helpdesk PC running XP equally well to one running 7 and vice versa.
The advantage to using Remote Assistance over Remote Desktop is that the Helpdesk person does not need to ask for or know the end users password. The user can watch what is being done and also show the Helpdesk what he/she was doing etc.
My question is: Would it be possible to have another area in the RC tab that would launch Remote Assistance? For example, on Windows 7, %systemroot%\system32\msra.exe /offerra 192.168.1.1 will open a session to 192.168.1.1.
XP is different to offer help but it does exist as well. Vista is the same as 7.
Is this a possibility in the future?
This message was edited 1 time. Last update was at 07/07/2010 04:49:37
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