How to take control of an endpoint from a Service Desk ticket

The remote control (RC) application lets you take over Windows and Mac devices to solve issues, install third party software, and run system maintenance.

You can open the remote control tool directly from a Service Desk ticket. This lets you quickly connect to the machine in question to investigate the issue. This feature is only available for tickets that were auto-generated by Endpoint Manager (EM).

There are two ways in which EM can add tickets to Service Desk:

• Automatic – Add a monitor to an EM profile that generates a ticket if certain conditions are met. For example, generate a ticket if RAM usage on the endpoint exceeds 90%.

• Manual - Endpoint users can create a ticket by right-clicking the EM system tray icon:
  
  
  
   

• This article explains how to take control of a remote device from a service desk ticket.
  
  Process in brief:

• Login to Xcitium

• Click ‘Applications’ > ‘Service Desk’

• Open the 'Staff' panel (see the last link on the left)

• Click 'Tickets' then a ticket type ('Open', 'My Tickets', 'Unassigned', 'Overdue', etc)

• Open the ticket you want to work on

• Click the 'Remote Control' button

  • Reminder – The 'Remote Control' button is available only for tickets auto-generated by Endpoint Manager.

  • Install the remote control application if required

• Log in to the application with your Xcitium username and password

• Connect to the target device
  
  Process in detail:

• Login to Xcitium

• Click ‘Applications’ > ‘Service Desk’

• Open the 'Staff' panel (see the last link on the left)

• Click 'Tickets' then a ticket type ('Open', 'My Tickets', 'Unassigned', 'Overdue', etc)

• Open the ticket you want to work on

• Click the 'Remote Control' button

• You can install the application at this stage if you haven’t done so already:
  
  
   

• Click 'Download Remote Control by ITarian'
   
• Save the setup file and install it on your computer
   

From this point forward, the application will automatically open when you click the ‘Remote Control’ button.

You can also open the application outside of Service Desk by clicking the tray icon on your desktop.

Next, log-in to the remote control application with your username and password:


 

• Click the 'ITarian' tab and enter your Xcitium account username and password

Select your region and click 'Sign-in'

• If two-factor authentication is enabled then you have to enter a code from the app on your mobile device
  
  
  
  • See this page If you haven’t set up two-factor, but would like to.
     

• After login, the application shows a list of devices enrolled to your account.

• Click the tree icon on the left to filter devices by company or device group:

• Move your mouse over the device you want to control then click the icon on the right:
  
  
  
  You can now access the desktop of the remote computer:
  
  
  

• The toolbar at the top allows you to perform various actions.

• See https://wiki.comodo.com/frontend/web/topic/how-to-take-remote-control-of-a-device for help to use the remote control tool.