ServiceDesk Plus Cloud offers a Remote Control feature for screen sharing between technicians and ends users in different locations with Zoho Assist. Remote Control in Service Desk Plus is achieved using the Probe with standard ports opened for Workstation Scanning. The feature is agentless, so there is no need to deploy and run agents in each system. Supported operating systems include Windows, Linux, and Mac.
Access Remote Control
Go to Assets. Click IT >> Workstations on the left panel. The list of all the workstations is displayed.
Click the workstation you wish to gain remote access.
From the workstation details page, click Remote Control.
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Remote Control in Windows Workstations
Initiating Remote Control for Windows Workstations
Once the technician clicks Remote Control, the Remote control Session will be automatically initiated if the Workstation is already discovered using Network / Domain scan by using the Probe’s credentials.
Otherwise, you would need to associate the Workstation to an existing probe and provide the admin credentials (Login name and Password) of that Workstation to start the Remote Control Session. Also, ensure that Port 139 is open on Workstations not scanned already. Login name must be given in the format DomainNameLoginName
When the technician clicks Start, the session is initiated and the following appears:
Once the Remote Control session is established the Technician is immediately taken to a viewer.
The User at the Workstation would be prompted with a dialog asking if they want to share their screen with the technician.
The Remote Control Session is initiated once the user accepts the invitation.
One the technician clicks on Remote Control for a Windows Workstation
SDP Cloud identifies the Probe that discovered the Workstation and sends a request to that Probe.
Probe receives the remote control request and connects to Admin$ share of the Windows Workstation.
Probe copies the executable ( join.exe & RemoteControlAgent.exe ) to the target Workstation and runs them.
Remote Control executable will be downloaded into the target Workstation and a session will be initiated.
The Windows Workstation's desktop will now be shared to the Technician.
Admin$ share of the Workstation must be accessible from Probe system
Remote Registry service must be running and accessible from Probe system
Initiating Remote Control for Mac/Linux Workstations
Once the technician clicks Remote Control, provide the email address of the user who is on the Workstation.
An invitation is sent to the end user’s email address and the technician is taken to a Viewer.
The user would need to accept this email invitation to join a remote control session.
The user's desktop will now be shared with the Technician.
Once the Technician sends an email invitation to the end user, he is taken to a Viewer.
When the end user accepts the email invitation to join a remote session.
The Remote Control session will prompt for user's permission, before sharing the screen. If no user is available in the remote system, you can change the Remote Control settings from "Actions" drop-down menu, present in the Workstation details page and then initiate a new session.
When a technician or end user clicks on the ‘Stop Icon’ in the Remote Control Session, and confirm in the dialog box that appears, they will exit the session.
To check whether Probe has access to admin$ :
Open a Command Prompt in Probe System
Type : net use \TargetSystemNameadmin$ /user:DomainUserName
Supply password if it asks
This should complete successfully. If the command fails :
Check whether the target system has Firewall and make sure the Port 139 (File & Printer Sharing) is in the exceptions list
In the local security policy of the target system, go to 'Security Options' and check the value of 'Network security: Sharing and security model for local accounts'. The value must be 'Classic'.