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In Microsoft interfaces and documentation, the person connecting to a client using Remote Assistance is referred to as an expert or a helper.
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Remote Assistance can eliminate the need for administrative personnel to travel to a user s location for any of the following reasons:
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Technical support A system administrator or help desk operator can use Remote Assistance to connect to a remote computer to modify configuration parameters, install new software, or troubleshoot user problems. Troubleshooting By connecting in Read-Only mode, an expert can observe a remote user s activities and determine whether improper procedures are the source of problems the user is experiencing. The expert can also connect in interactive mode to try to re-create the problem or to modify system settings to resolve it. This is far more efficient than trying to give instructions to inexperienced users over the telephone. Training Trainers and help desk personnel can demonstrate procedures to users right on their systems without having to travel to their locations.
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Administering Microsoft Windows Server 2003
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Configuring Remote Assistance
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To receive remote assistance, the computer running Windows Server 2003 or Windows XP must be configured to use the Remote Assistance feature in one of the following ways:
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Using system properties Open System from Control Panel and click the Remote tab. Then select the Turn On Remote Assistance And Allow Invitations To Be Sent From This Computer check box.
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By clicking the Advanced button in the Remote tab in the System Properties dialog box, the user can specify whether to let the expert take control of the computer or simply view activities on the computer. The user can also specify the amount of time that the invitation for remote assistance remains valid.
Using group policies In a local or domain-based GPO, navigate to Computer Configuration, Administrative Templates, System, Remote Assistance, and enable the Solicited Remote Assistance policy.
The Solicited Remote Assistance policy also enables you to specify the degree of control the expert receives over the client computer, the duration of the invitation, and the method for sending e-mail invitations.
Creating an Invitation for Assistance
To receive remote assistance, a client must issue an invitation and send it to a particular expert. The client can send the invitation to the expert using Microsoft Windows Messenger or e-mail, or he or she can send it as a file. Figure 2-6 shows the screen in Help And Support Center used to invite someone for assistance.
Using Remote Assistance
The Remote Assistance invitation screen in the Help And Support Center
If the user chooses to send an e-mail or file request for Remote Assistance, a password will be required as a shared secret for the Remote Assistance session. The user should set a strong password and let the expert know what the password is in a separate communication such as a telephone call or secure e-mail.
To use the Windows Messenger service for your Remote Assistance connection, you must have the expert s Windows Messenger user name in your contact list. Windows Messenger will display the expert s status as online or offline. Figure 2-7 illustrates making a request for Remote Assistance using Windows Messenger.
Making a request for Remote Assistance
The indicator of online status in the Remote Assistance help window is not dynamic; you must therefore refresh the screen to see an accurate status update.
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For a successful request through e-mail, both computers must be using a Messaging Application Programming Interface (MAPI) compliant e-mail client. As a third option, you can save the invitation as a file and transfer that file to the expert through removable storage media or as an e-mail attachment, in which case the requirement for MAPI e-mail clients is removed. When a user initiates an invitation for Remote Assistance, the client sends an encrypted ticket based on XML to the expert, who is prompted to accept the invitation.