When to create a remote Assistance request:
A remote assistance request should be created when the user of the computer with the agent installed requests assistance by right clicking on the ProTec icon in the task tray, and selecting ?Get Remote Assistance?. This will perform the task below ?creating the remote assistance request?.
Creating the Remote Assistance Request:
This will be done by invoking a ?Save invitation as a file (Advanced)? following the process here to create the .msincident file using this format
From name: user agent email which will be entered when they install the agent
Invitation to expire: 1 day
Save file to c:\protec\ra
File name: [url removed, login to view]
More info on this can be found at:
[url removed, login to view]
Once the file is saved then the agent would need to send the file to the helpdesk email and attach the file so when the helpdesk receives the file they can remote assist the user.
The user agent would receive the following window
(?Your request has been sent you will receive a prompt shortly asking you to allow or decline this remote assistance, at that time click ?Yes? to allow the technician to remote your computer at which time the rep will connect and you will need to allow the technician to take control of your screen by accepting ?Yes? again when prompted.)
This agent should run in the task tray (area by the clock) and should have the right click functionality for Get Remote Assistance. The process can be done very easily with the right programmer and should take not more then a couple of hours from what I have been told by a few developers I work with.