2 Chapter 9 - Introduction Fig. 9.1 Brief Overview Pop-up Window provides single machine interface to give you full control over your endpoints with minimal end user interruption. It is built to help you resolve an issue without taking remote control and interrupting the user from doing their job. When the mouse is hovered over the check-in icons, for example, a pop-up window is displayed which gives a brief overview of the system. It also contains shortcuts to run procedures or access to any of the sub modules in Live connect. Fig. 9.1 shows the generic view of the window. 1. This tab acts as a shortcut to access the Ticketing, Desktop Access, File manager, Task manager and Event viewer module. The Screenshot option allows you to take a screenshot of the current screen and saves it under Get File in Screenshots folder. This saves time from going to the Live connect window and doing the same operation. 2. An overview of the machine is displayed in this section. It contains information of the last user logged in, the current user that is logged in, the operating system in use, time zone, computer name and the workgroup the system belongs to. The options listed under this section can be modified by clicking on the settings icon on the top right hand corner of the window. This gives an option to select the order in which the items appear. 3. Agent procedures are displayed in this section. Additional agent procedures can be added by clicking on the green plus icon. 4. All the options listed under this section act as a shortcut to the actual modules in the Live connect section.
Chapter 9-3 The page is displayed by clicking any check-in icon, for example, next to any machine ID in the VSA. enables you to perform system level tasks and functions on a single managed machine, in most cases without having to interrupt the user. Fig. 9.2 shows the general view of the Live Connect page. Fig. 9.2 A menu of tabbed property sheet provides access to various categories of information about the managed machine. The use of each tab and the sub tabs present is listed and explained below. Home The Home tab is the first tab displayed when the window opens. Fig. 9.3 below shows the generic view of the page. The options shown on this page are listed and explained below. Fig. 9.3 Home Tab
4 Chapter 9-1. Home: Typically the Home tab displays a welcome message and the URL page of the agent service provider. The Run Procedures section of the Home tab enables the user to run agent procedures on the managed machine immediately. A Custom Links section may display on the Home tab, if specified by the service provider, offering links to additional resources. Multiple customized Home tabs are possible, each with a unique name, if specified by the service provider. 2. Change Logon: Change logon changes the remote logon user name and password for this managed machine. These logon options enable a user to access the window to this managed machine from any other machine, including initiating a remote desktop session with the managed machine, if Desktop Access is enabled by the service provider. Enter the same URL used to logon to the VSA. Then enter the Live Connect user name and password specified in this tab. Accessing remotely in this manner from another machine is called Portal Access. Portal Access logon options can also be maintained within the VSA using Agent > Portal Access. 3. Change Profile: Changes the contact information for this managed machine. This information populates a ticket with contact information when is used to create a ticket. This information can also be maintained using Agent > Edit Profile. Agent Data Fig. 9.4 Agent Data Fig. 9.4 below shows the generic view of the Agent Data section and all the options available under it are listed and explained below. 1. Pending Procedures: Displays and schedules pending agent procedures for a managed machine and the agent procedure history for that machine. It also includes the execution date/time, status and user who scheduled the procedure. Click the Schedule another Procedure button to schedule a procedure not yet pending. Once selected and scheduled, the procedure displays at the bottom of the Pending Procedures section. Click the Schedule button to schedule a selected procedure to run in the future or on recurring basis. Click the Run Now button to run a selected procedure once immediately. Click the Cancel button to cancel any selected pending procedure.
Chapter 9-5 2. Agent Logs: Displays the logs available for a machine: Alarm Log, Monitor Action Log, Agent Log, Configuration Changes, Network Statistics, Event Log, Agent Procedure Log, Remote Control Log, Log Monitoring. 3. Patch Status: Displays Missing and Pending Microsoft patches and schedules missing patches. If a machine belongs to a patch policy, missing patches may be further identified as Denied (Pending Approval). The user can manually override the denied patch policy by scheduling the patch. Click the Schedule button to schedule a selected missing patch. Click the Cancel button to cancel a selected pending patch. Click the Show History link to display the history of patches installed on the managed machine. 4. Agent Settings: Displays information about the agent on the managed machine: Agent version Displays the version of the agent that is installed on the machine. Last check-in Displays the last check in time of the agent. Last reboot Displays the last time the machine was rebooted. First time check-in Displays the time and date the first time the agent checked in. Patch Policy Membership - Defined using Patch Management > Membership: Patch Policy View Definition Collections - Defined using the Only show selected machine IDs option in View Definitions. Working Directory - Can also be defined using Agent > Working Directory. Check-In Control - Can also be defined using Agent > Check-In Control. Edit Profile - Can also be defined using Agent > Edit Profile. Agent Logs and Profiles - Can also be defined using Agent > Log History. 5. Documents: Lists documents uploaded to the KServer for a managed machine. You can upload additional documents. Provides the same functionality as Audit > Documents. 6. Get File: Accesses files previously uploaded from a managed machine. Click the link underneath a file to display the file or run it. Provides the same functionality as Agent Procedures > Get Files. Audit Information Audit Information provides audit information based on your Latest Audit. Fig. 9.5 below shows the generic view of the Audit Information section. The options available on this page are listed and explained below. Fig. 9.5 Audit Information
6 Chapter 9-1. Machine Info: The Machine Info tab gives the detailed information about Audit Scheduling, computer, network and time information. 2. Installed Apps: The Installed Applications page lists all applications found during the latest audit for a selected machine ID. 3. System Info: The System Info page displays all DMI / SMBIOS data collected by the system info audit. 4. Disk Volumes: Disk volumes show all the drives available on that particular machine along with the used and free space that is available. 5. PCI & Disk Hardware: PCI & Disk Hardware tab displays all the PCI and Hard drives that are installed in the machine along with the vendor information. 6. Printers: Printers tab displays all the printers that are installed on the machine. 7. Software Licenses: The Software Licenses page displays all software licenses found for the machine that is selected. 8. Add/Remove Programs: The Add/Remove page displays the programs listed in the Add or Remove Programs window of the managed machine. Information shown on this page is collected when a latest audit is performed. File Manager Displays two file managers (Fig. 9.6), one for your local machine and one for the managed machine. Using the upper panes only you can: Create directories and delete, refresh or rename files or directories using either file manager. Move files within the same file manager using drag and drop. Copy files between file managers using drag and drop. Fig. 9.6 File Manager
Chapter 9-7 Command Shell Opens a command shell (Fig. 9.7) on the managed machine. Defaults to the c:\windows\system32 directory. Fig. 9.7 Command Shell Registry Editor Displays the registry of the managed machine ID. You can create, rename, refresh or delete keys and values, and set the data for values. Fig. 9.8 Registry Editor Task Manager Lists Windows Task Manager data for the managed machine. You can stop or prioritize Processes, stop and start Services, check typical Performance benchmarks for each process, categorized by CPU, disk, network, and memory, review Users session data, Reboot, power off the managed machine, or log off sessions on the managed machine, and display User and Groups on the managed machine. Fig. 9 below shows the generic view of the Task manager section and all the all options available under it are listed and explained below.
8 Chapter 9 - Fig. 9.9 Task Manager 1. Processes: The process tab shows all the current running process on the remote machine. 2. Services: The services tab shows all the current running services on the remote machine. 3. Performance: The performance tab shows all the processes running on the CPU along with the PID, number of threads and CPU resources used. 4. Users: This tab displays all the users who are currently logged on to the remote machine. 5. Reboot: The reboot tab gives you the option to reboot, power off, log off a current session or all sessions. 6. Users & Groups: Users & Groups tab displays the users or the group of users who are authorized to access the machines. Event Viewer Displays event data (Fig. 9.10) stored on the managed machine by event log type. Fig. 9.10 Event Viewer
Chapter 9-9 Ticketing Displays and creates tickets for the managed machine. Displays and creates tickets for ticketing module tickets or tickets and knowledge base articles for the Service Desk module, depending on which module is activated. Fig. 9.11 below shows the generic view of the Ticketing section. The options available on this section are listed and explained below. Fig. 9.11 Ticketing 1. Ticketing: A ticket represents a record of your organization s response to a specific service request. All the information regarding tickets can be found in this section. 2. Knowledge Base: The Knowledge Base table comprises all KB articles you have access to view. KB articles represent known solutions to service issues that are reported by your customers. Chat Initiates a chat session with the currently logged on user of the managed machine. You can invite other VSA users to join your chat session. Fig. 9.12 below shows the generic view of the Chat section. For more info refer to Remote Control > Chat. Fig. 9.12 Chat
10 Chapter 9 - Desktop Access Initiates a remote desktop session with the managed machine. Fig. 9.13 below shows the generic view of the Desktop Access page. The options supported on this page are listed and explained below. Fig. 9.13 Desktop Access 1. Share session using VNC: Use VNC to connect to the desktop. 2. Create a private session using RDP: Use RDP to connect to the desktop. Connect to printers: If checked, desktop access includes access to printers. Connect to mapped drives: If checked, desktop access includes mapped drives. 3. Automatically connect with saved settings: If checked and a desktop session has been saved, then Desktop Access connects immediately using the previously saved settings when: 4. Display the connection: Options include Embedded in this window, in a new window, as full screen. 5. Automatically hide panels: Options include Top Panel, Left panel, Both Panels. 6. Reset Warnings: Show warnings about active sessions. Only one Desktop Access session is supported for each session. If clicked and a Desktop Access is active in a separate window, a warning box displays in the session to warn you that a Desktop Access session is active in another window. Video Chat If a machine user is logged on to a managed machine, then a user can initiate an audio/video chat session with that logged on machine user. The session can be audio only for one or both machines if video is not supported on one or both machines. Fig. 9.elow shows the generic view of the Video Chat page.
Chapter 9-11 Fig. 9.14 Video Chat Video Chat with the Machine User - Click the Call button to initiate the video chat session. The machine user will see a browser window or browser tab display on their machine that lets them see your video image and their own video image if their machine has a webcam installed. Video Chat with Anyone - Click the Connect URL button. This copies a URL to your clipboard. Copy the URL address into any email or instant message program and send it to anyone. When that URL is entered in a browser the individual will be able to video chat with you. Video chat does not require the person receiving the chat invitation to be a managed machine. Video Chat Confirmation - The Adobe Flash Player used to transmit the audio/video stream requires each user click an Allow button to proceed with their side of the video chat. Audio/Video Controls - Hover the mouse over either video image in the chat window to display audio/ video controls. Text Chat - You can text chat and video chat at the same time using the same window.
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