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Description

Using Remote Desktop, Analysts can take remote access of the End User's computer to resolve the issue.

An e-mail is sent to the End User requesting for permission to access the computer. Once the End User gives permission, the Analyst can take access of the End User's desktop.
In the Stealth Mode, no permission is required from the End User to access the computer. For Stealth Mode, the Agent should be installed and running on the End User's desktop.

There are two versions of Remote Desktop available in the SUMMIT Application.

Free Version: This is the default version of Remote Desktop application available for users. Both the End User and the Analysts should be within the same office network to use this application. It works on open VNC technology. It is supported only on Windows Operating System. For more information on Standard Remote Desktop feature, see Remote Desktop Sharing topic in Incident Management.
Paid Version: The End User and the Analyst need not be on the same network. Additional features, such as Recording session is available in this version. The session can be recorded in low, medium, or high resolution. The maximum duration of remote session that can be recorded is 1 minute and the maximum data that can be transferred is 10 mb. In this version of application, Analysts can access the End User's computer on mobile as well. The supported operating systems are Windows, Linux/ Unix, and Mac. The Agent should be installed and running in both Stealth Mode and regular mode. For more information on Advanced Remote Desktop feature, see Advanced Remote Desktop Sharing Guide.

Both the versions of application are available on cloud and the information is encrypted in both the versions.

Advantages

Useful for Analysts when the End User is not able to follow the instructions.
Quicker resolution of End User's issue with better user experience

Accessing the Feature

On the INCIDENT DETAIL page, click the REMOTE DESKTOP icon below the logged in user details section. Select the Stealth Mode check box to take access of the End User's computer without the End User's permission, see Remote Desktop Sharing topic in Incident Management..

ASSET DETAILS pop-up page - REMOTE DESKTOP button
Figure: ASSET DETAILS pop-up page - REMOTE DESKTOP button

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