With multiple site support, ManageEngine ServiceDesk Plus has emerged as a globally supported IT helpdesk software, effectively resolving issues raised from various locations. Sometimes, there may be issues that require technicians to access machines in remote location say, a SAP related issue in New York requires immediate attention and your support team is located in California. Likewise, when a request is raised via phone call, it would be great if the technician can access the requester's machine from his desk to resolve the issue instantly.
That is where Remote Desktop Sharing comes into play! Instead of launching a whole bunch of different software to access remote machines, ServiceDesk Plus Remote Desktop Sharing helps you to access all your scanned workstations and resolve issue in no time!
Browsers compatible for accessing remote desktop
Internet Explorer (version 5.5 and above)
Access Remote Control
Click the Asset tab in the header pane.
From the Assets block, select Workstations under IT assets. The list of all the workstations is displayed.
Select the workstation you wish to gain remote access.
From the workstation details page, click on Remote Control tab.
Note: Please note that the credentials should be configured before selecting the remote control tab. If the credentials are not configured then the log-in credentials window pops up.
Click Save and Remote Control.
The following activities occur on clicking the Remote Control tab from the workstation details page.
The Agent.exe file is installed in the C drive of the remote machine and an ActiveX control is run as a viewer. The following should be configured in the remote machine for the file transfer.
Enable "File and Printer share" on executing the command (given below) in the command prompt of the remote machine
netsh firewall set service FILEANDPRINT
User should have permission to write in C drive of remote machine.
The above two steps are required only on performing remote control to
a workstation for the first time. The ports for pushing the agents are
TCP 135, 138, 139 and 445.
Instead of opening these ports and giving permission to all the scanned workstations for transferring files, you can push the agent.exe from Active Directory to all the machines.
To push the agent to remote machine from Active Directory,
Download the contents in the batch file and copy it to the ActiveDirectory machine. The contents in the batch file are,
copy file://network/ share\agent.exe c:\ /y
copy file://network/ share\install.iss c:\ /y
copy file://network/ share\uninstall.iss c:\ /y
Copy the files from <SDP-Home>\server\default\conf\agent\*.* to the Active directory machine.
In the script, the path from where the files are to be copied is specified as "network share". Replace this path to where you have copied the files to.
From your Domain controller, click Start -> Administrative Tools -> Active Directory Users and Computers.
In the console tree, right click on your domain, and select Properties.
Select Group Policy tab, and click Open (New) button. The Group Policy Management window opens.
Right click on the name of domain or the Organizational unit for which you would like to configure the script. Click Create and Link a GPO Here... option.
Type a name for the new GPO (for example; REMOTECONTROL), and click Ok. The GPO is added to the existing list.
Right click on the newly created GPO and click on Edit option.
From the Group Policy Object Editor window, select User Configuration -> Windows settings -> scripts -> double click logon.
In the new Logon Properties window click on Add. The Add a Script window opens. Browse and select the Script name "CopyAgent.bat" and the script should be accessible by the remote machines.
Click OK on Logon Properties window.
Installing the Agent and starting the Service
Using Windows Management Instrumentation (WMI), the agent is installed and the remote workstation can be accessed. The ports to install and start the agent as service in WMI are TCP 135, 445 and one random port greater than 1024. The service starts with the name ManageEngine AssetExplorer-RemoteControl.
Note: You can verify the installation of the agent by check the files under the directory C:\ProgramFiles\AdventNet\ME\AssetExplorer\RemoteControl of the remote machine.
Installing ActiveX Viewer in the browser
On starting the service in the remote machine, the ActiveX viewer is installed in the client machine, which connects the remote machines as add on to the browser. In Firefox 2 browser, the viewer is installed each time the remote control button is selected.
An acknowledge message appears in the client window from which you try to connect the remote machine. Click Ok to allow technician to access your workstation.
The Meeting is established between the remote machine and the client machine (this may or may not be server machine). The port TCP/ 10443 should be opened in the firewall between the remote machine and the client machine for this communication.
Disconnect Remote Control
When you close the pop up window of Remote Control, the service running in the target computer will be stopped using WMI.