Starting a Remote Control session

The ability to remote control an end-user's machine is a valuable tool when trying to diagnose a problem. While NetSupport ServiceDesk itself does not provide remote control functionality by default, it can be configured to integrate with a third-party application. NetSupport DNA Enterprise Suite provides a basic level of Remote Control functionality, or you may have a specific Remote Control product installed, such as NetSupport's own NetSupport Manager.

Note: A pre-requisite of being able to use these features is that you have an installed copy of the NetSupport DNA Enterprise Suite. In order to establish a connection with a remote machine, NetSupport ServiceDesk needs to know the IP address of the target PC. NetSupport ServiceDesk does not hold this information and therefore relies on the NetSupport DNA Master Database to provide the details.

To start a Remote Control session

  1. Open the item requiring action.

  2. Establish a link with the PCs known to the NetSupport DNA Master Database by retrieving a Hardware/Software Inventory for the required PC.

  3. To start the remote control session, click Remote Control or Chat on the toolbar. (If a session has not previously been established, you will need to configure the Remote Control settings.)

  4. To open a session with a different PC, retrieve it's Hardware/Software inventory and click Remote Control or Chat.