Remote Assistance

[James \(Sacramento\)]

Is there an easy way for the end user to send a "Remote Assistant" request
to our helpdesk without going through an eight step process? Like a link
that they can click that takes them directly to Remote Assistant and fills
in the Help Desk's e-mail.

Or something that just automatically sends the request off with the click of
a link or button.

The problem we are having, besides lack of computer skills of our end users,
is to have them put in a Remote Assistant (Help Desk) request, they have to
click on START >> HELP AND SUPPORT >> USE TOOLS TO VIEW... >> REMOTE
ASSISTANT >> Look up the help desk in the address book >> Click Add
password >> and send off the request. For a majority of our users, this
could take over 10 minutes.

Thanks

James

PS, I know you can use this link to byass the first for steps...

hcp://CN=Microsoft%20Corporation,L=Redmond,S=Washington,C=US/Remote%20Assist
ance/Escalation/Common/rcscreen1.htm

 

[Sooner Al]

If your in the "same domain, or are members of trusting domains" environment, you can use the
"Offer" feature you allude to.

http://support.microsoft.com/default.aspx?scid=kb;en-us;301527
http://support.microsoft.com/default.aspx?scid=kb;en-us;306496
http://support.microsoft.com/default.aspx?scid=kb;en-us;308013
http://support.microsoft.com/default.aspx?scid=kb;en-us;310629

Another alternative may be to use the file method and setup shortcuts on your desktop for Novice RA
requests. Then a Novice can call on the phone and the help desk Expert can simply click on the
desktop icon and initiate the RA session. The Novice still has to acknowledge and allow control.

http://www.oecadvantage.net/ajarvi/RemoteAssistance.html

This works well in a small scale environment on a LAN. If you have a large number of users to
support, it may not be feasible however.

 

[James \(Sacramento\)]

Same domain and we enabled the offer remote assistance already. I'm just
looking for an easier way for the end user to request assistance without
having to go threw 6 steps or calling the help desk for Offer Remote
Assitance.

We are looking at the Request Assistance so that the PC Techs can connect to
the users computer when they are available.

Thanks,

 

[joe]

try using msn messenger.

-----Original Message-----
Is there an easy way for the end user to send a "Remote Assistant" request
to our helpdesk without going through an eight step process? Like a link
that they can click that takes them directly to Remote Assistant and fills
in the Help Desk's e-mail.

Or something that just automatically sends the request off with the click of
a link or button.

The problem we are having, besides lack of computer skills of our end users,
is to have them put in a Remote Assistant (Help Desk) request, they have to
click on START >> HELP AND SUPPORT >> USE TOOLS TO VIEW... >> REMOTE
ASSISTANT >> Look up the help desk in the address book
password >> and send off the request. For a majority of our users, this
could take over 10 minutes.

Thanks

James

PS, I know you can use this link to byass the first for steps...
20Corporation,L=Redmond,S=Washington,C=US/Remote%20Assist
ance/Escalation/Common/rcscreen1.htm



.

 

[James \(Sacramento\)]

I would, but our company has 2600 people. Hard to manage an MSN list like
that.

James