Helpdesk - Supporting the User (Preliminary)

Donald Van Patten -

Overview

Audience: This guide is for Control Helpdesk Administrators and IT personnel who need to support users and need additional details of a User's Profile, their Active Devices, their Entitlements, overview of the status of Current Session(s), and recently[1] Logged Events.

Prerequisite

The Control Helpdesk feature is available to those personnel assigned the Control Administrator [Admin] or the Control Support Admin [Support] role.
The following are the minimum requirements for data gathering and analysis:

  • A Support administrator account. See Figures 1 and 2.
  • The template has Workspot Agent 2.2.0 or greater rvision installed. See Figure 3.
  • The template has the Group Policiy, "Audit Policy" -> "Audit process tracking" is set to Success. See Figure 4.

Add New User - Helpdesk Support Admin Example
Figure 1 - Add New User - Helpdesk Support Admin Example

Figure 2 shows how the Support role is assigned to a Helpdesk personnel whose account already exists. The difference in privileges given a role is reflected by Control's User Interface [UI]. For example, Admins have additional menus and capabilities not afforded to Support. Helpdesk Roles

Figure 2 - Helpdesk Roles

User Details - Current Sessions Require Agent2.2 (or greater)
Figure 3 - User Details - Current Sessions Require Agent 2.2.0 (or greater)

Pre-requisite for getting logon analysis, change to be made in Template Template - Group Policy Editor - Audit Policy - Audit process tracking

Figure 4 - Template - Group Policy Editor - Audit Policy - Audit process tracking

Contents

User Details (Dashboard) Stack

Figure 5 - User Details Stack

User Profile
Active Devices
Entitlements
Current Sessions
Event Log Information
References
List of Figures

User Profile

User Details - User Profile - Actions - helpdesk.support.admin
Figure 6 - User Details - User Profile - Actions - helpdesk.support.admin
User Profile - Actions - helpdesk.demo.user
Figure 7 - User Profile - Actions - helpdesk.demo.user
User Profile - Helpdesk Support Admin - Actions
Figure 8 - User Profile - Helpdesk Support Admin - Actions
UserProfile-HelpdeskSupport-Activation-ResendEmail.jpg User Profile - Helpdesk Support - Activation - Resend Email
Figure 9 - User Profile - Helpdesk Support - Activation - Resend Email

Active Devices

User Details - Active Devices
Figure 10 - User Details - Active Devices

Entitlements

User Details - Entitlements - Apps
Figure 11 - User Details - Entitlements - Apps
User Details - Entitlements - Pools
Figure 12 - User Details - Entitlements - Pools
User Details - Entitlements - Desktop Pool Assignment
Figure 13 - User Details - Entitlements - Desktop Pool Assignment

Current Sessions

User Details - Current Sessions - Actions
Figure 14 - User Details - Current Sessions - Actions
User Sessions - Charts - helpdesk.demo.user
Figure 15 - User Sessions - Charts - helpdesk.demo.user

Event Log Information

User Details - Event Log Information
Figure 16 - User Details - Event Log Information

References

List of Figures

Figure 1 - Add New User - Helpdesk Support Admin Example
Figure 2 - Helpdesk Roles
Figure 3 - User Details - Current Sessions Require Agent 2.2.0 (or greater)
Figure 4 - Template - Group Policy Editor - Audit Policy - Audit process tracking
Figure 5 - User Details Stack
Figure 6 - User Details - User Profile - Actions - helpdesk.support.admin
Figure 7 - User Profile - Actions - helpdesk.demo.user
Figure 8 - User Profile - Helpdesk Support Admin - Actions
Figure 9 - User Profile - Helpdesk Support - Activation - Resend Email
Figure 10 - User Details - Active Devices
Figure 11 - User Details - Entitlements - Apps
Figure 12 - User Details - Entitlements - Pools
Figure 13 - User Details - Entitlements - Desktop Pool Assignment
Figure 14 - User Details - Current Sessions - Actions
Figure 15 - User Sessions - Charts - helpdesk.demo.user
Figure 16 - User Details - Event Log Information

[1] To be completed.

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