1.5.1 General procedure for remote controlling computers to respond to inquiries

(1) General procedure for identifying a computer to be remote controlled

When connecting to a computer, you need to obtain user information to identify the target computer. By using the obtained user information, identify the computer to which to connect.

1. Obtain user information.

Obtain user information to identify the computer to which to connect. For example, you can obtain this information from a user when the user contacts you asking for your assistance in solving a problem. Obtain the following information from the user:

• Asset management number

• User name

• Department

• Location of the computer

• Phone number

2. Identify the computer.

Based on the obtained user information, identify the target computer by using the Device Inventory view of the Inventory module. Use the filtering function to facilitate this processing.

Preparations for connection to a computer are complete.

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(2) General procedure for connecting to a computer to be remote controlled

Connect to a computer. To establish a connection to a computer:

1. Inform the user that you are going to connect to the user's computer.

Before establishing a connection to a computer, make a phone call to the user to inform the user of the following two points:

• You are going to connect to the user's computer.

• The user is expected to allow connection to the user's computer when a confirmation dialog box appears.

2. Connect to the computer.

In the Device Inventory view of the Inventory module, select the computer, and then connect to it. If the authentication view appears, you need to enter your user ID and password.

Depending on the agent configuration on the user's computer, a confirmation dialog box might appear on the user's computer to ask the user if the user allows connection to the user's computer. In order for you to start remote control, the user must allow you to connect to the user's computer. This dialog box serves as a reminder to the user that remote control is being started.

Tip

To connect to a user's computer, you need to have a controller installed on your computer. If no controller is installed on your computer, you can install a controller while establishing a connection to a user's computer from an operation view. If the controller is already installed, you can also establish a connection to a user's computer by directly starting the controller from the Start menu.

Tip

You can also connect to an agentless computer running the operating system, such as Linux or Mac OS.

Connect to the user's computer, and then start remote control.

Set a connection mode in advance when remote controlling a computer. For example, if you want to fix a problem in a user's computer, connect to the user's computer in Exclusive mode to prevent the user from performing any operations on the user's computer. On the other hand, if you want to monitor the operations performed by a user while providing instructions to the user, connect to the user's computer in View mode to allow the user to perform operations on the user's computer. Select a connection mode that is appropriate to your purpose.

Tip

You can start multiple controllers. This means that you can set up multiple computer screens side by side to make comparisons or to monitor them all at once.

Tip

If you are connecting to a computer with a slow communication speed, you can speed up remote control sessions by decreasing data traffic. You can specify a setting to speed up remote control sessions in the Options dialog box of a controller.

Tip

In an environment where your computer cannot access a user's computer (for example, in a NAT environment), you can have the user's computer make a request for establishing a connection to your computer.

Tip

If a connection destination computer supports AMT or Wake on LAN, even when the computer is turned off, the computer can be automatically turned on so that remote control can be started.

Related Topics:

• 7.1  Installing the controller

• 15.1.1 Managing agent configurations

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(3) Investigating a problem in a computer by remote control

You can investigate and resolve a problem in a user's computer by remote control. While remote controlling a computer, you can perform the following operations:

• Send and receive files.

  You can send and receive files to and from the computer you are remote controlling. This operation is useful when you need to collect and analyze a log file, or when you have to transfer necessary data to the connection destination computer.

• Automatically reestablish connection to the connection destination computer after restarting that computer.

  After restarting the connection destination computer, you can automatically reestablish connection to that computer. This operation is useful when you need to restart the connection destination computer during maintenance or other similar tasks.

• Chat with users.

  By using the chat function, you can chat on screen with multiple users. In addition, you can keep logs of the chat content by saving or printing it. This operation is useful when you have to communicate with users in an environment where phone calls cannot be made, or when you have to provide instructions to multiple users.

• Save operations in a video file.

  You can record the operations performed while remote controlling a user's computer, and then save them in a video file. This operation is useful when you want to save the effort of explaining the same problem-solving procedure to other users.

When you have finished investigating and resolving the problem, end the remote control session and notify the result to the user.

Related Topics:

• 7.5.13  Rebooting a remotely controlled computer

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