TeamViewer is a cloud-based remote connectivity platform that allows you to gain remote access to different devices across platforms.
Role Required: SDOrgAdmin
On integrating TeamViewer with ServiceDesk Plus Cloud, technicians can
Connect through remote sessions to fix any issues in devices with a display like workstations or mobile phones.
Use pilot sessions for connecting to devices that do not have display units. These sessions use image streaming via mobile cameras to provide support.
Supported Edition: ServiceDesk Plus Cloud Enterprise
In ServiceDesk Plus Cloud, go to Setup > Apps & Add-ons > Extensions and install the TeamViewer extension. Alternatively, you can also install the extension directly from ManageEngine Marketplace.
Go to Installed Extensions, hover over the TeamViewer extension, and click Connect.
After establishing the connection, the TeamViewer widget is deployed for all technicians in the right pane of the request details page.
For using the widget, technicians need to authorize themselves by using their TeamViewer credentials. To do this, follow the steps below:
Go to the request details page of your preferred request.
On the right pane, click TeamViewer 
.
Click Authorize.
Provide TeamViewer credentials to authorize.
SDAdmins can authorize themselves either from the widget on the request details page or from the Installed Extensions page while establishing the connection.
After integration and authorization, technicians can create a remote session or a pilot session directly from the TeamViewer widget, which is available on the right pane of the request details page. When a session is created, an email notification, containing the respective user's session link, will be sent to the requester and the technician. The notifications are also logged into the request conversations.
To create a new remote/pilot session:
Go to the request details page of your preferred request.
On the right pane, click TeamViewer 
.
For remote sessions: Click Create a remote session. A remote session will be created, and the requester will be notified via email.
For pilot sessions: Click Create a pilot session. A remote session will be created, and the requester will be notified via email or SMS.
Click Enter Session.
On the TeamViewer page, click Launch Installed TeamViewer.
The connection with the remote device will be established after the user has initiated and allowed remote access using the link received via email or SMS.
The widget on the request details page provides information such as the name of the technician who created the session, type of session (remote or pilot session), session URL, active connection, session duration, and also provides options to reinvite users, enter or end a session, and access session history.
The session link is valid for 24 hours. You can resend the email notification to requesters from the TeamViewer widget by clicking Reinvite. Alternatively, you can share the link via other channels. To do this, click Copy Link, and share the link with your requesters via any other channels.
Click Session History on the right pane to view the session duration and notes, if any, added during the session.
To end an active session from the ServiceDesk Plus Cloud, click End Session.
To end an active session from the TeamViewer, click 
.
After ending the session, you can add work logs for each session from the session history.
Technicians can cancel the connection by clicking Revoke Connection on the right pane of the request details page.
SDAdmins can cancel the connection either from the request details page or from the Installed Extensions page.
On the Installed Extensions page, hover over the extension, and click Revoke.
