Control: Helpdesk and Support Administrator Roles

Robert Plamondon -

 

Introduction

Workspot Control allows users to access remote resources via the Workspot Client and optional administrative access to Workspot Control itself.

Admin User Roles. There are three recommended levels of access to Workspot Control. These are:

  1. Administrator (full access)
  2. Support Admin (L2 support)
  3. Helpdesk Admin (L1/helpdesk support)

Legacy Admin User Roles. In addition, there are two legacy administrative roles that are no longer recommended for new installations: Infosec Admin and Performance Admin.

End-User Role. Finally, there is the End User role. End users have access to Workspot desktops and apps but cannot log into Workspot Control

Most Workspot Control documentation focuses on the Administrator role, but this document focuses on the Support and Helpdesk roles.

 

Summary of Admin Roles

The top levels of the Workspot Control UI give a hint about the differences between the roles:

 

Administrator

Support

Helpdesk

Monitor

All Workspot Control information.

Most Workspot Control information except Setup and User>Groups pages.

Information about a single user’s status, sessions, desktops, group membership, log entries, etc.

Manage

All Workspot Control features, including all Support features plus

Subscriptions, datacenters, templates, Connectors, desktop pools, RD App pools, applications, security, VPN, RD Gateway, users, groups, policies.

Reboot desktops, remote assistance, send message, logout users, wipe Client data.

Add/remove individual users.

Redeploy user’s desktop.

Change a user’s group membership, desktop/app entitlements,

Reboot desktops, remote assistance, send message, logout users, wipe Client data.

 control-admin-roles-top-level.png

As you can see, the Support Admin role omits the Setup tab. The Helpdesk Admin Role doesn’t display any top-level tabs at all. The Helpdesk admin types in a username in the search box and is given limited access from there.

  • Administrators can perform any Workspot Control action.
  • Support Admins have read-only access to most Workspot Control information (except the Setup tab). They see pages almost identical to those the Administrators see, but without the controls to modify Administrator-level items.
    • Support Admins can also perform many actions:
      • Manage individual desktops.
      • Manage individual users (Assign desktops and apps to user, Change Group membership, wipe Workspot Client data on user devices, logout users, reboot desktops).
    • Support Admins cannot create or manage desktop or RD App pools, user groups, app bundles, policies, etc.
  • Helpdesk Admins can see information about just one user at a time.

Support Admins

The Support Admin role allows read-only access to most of the Workspot Control UI, except for the “Setup” and “User > Groups” pages, which is missing, and a few other elements.

Support Admins can make changes for individual users, including deleting a user, changing group, desktop, and application assignments, restarting or redeploying a desktop.

What Support Admins Can (and Can’t) Do

The Support Admin role is designed for second-level support staff: administrators who are expected to make minor changes in Workspot configuration for individual users or to troubleshoot user issues.

Things Support Admins Can Do:

  • Add a user.
  • Delete users.
  • Edit a user’s details (user’s name, user role, group assignment).
  • Edit a user’s desktops and app assignments.
  • Redeploy a user’s desktop.
  • View most Workspot Control settings (but not “Setup” or “Groups” pages).
  • Reboot Workspot desktops.
  • Terminate Workspot client sessions.
  • Use Remote Assistance (with the end-user’s permission).
  • Send a message to the end user.
  • Verify the user’s entitlements for desktops and applications.
  • List the Workspot Clients that have been used.
  • Examine status, performance, and log information.
  • Wipe Workspot Client data from a remote client.

Things Support Admins CANNOT Do:

  • Define or modify datacenters, desktop templates, desktop pools, RD Gateways, VPNs, RD apps, Web apps, user groups, or policies.
  • View sensitive data, such as on the “Setup” pages.

Assigning the Support Admin Role

Every user record in Workspot Control has a Role field. An Administrator can assign the Support Admin role when a new user is created, or an existing user record can be changed on the “Users > Username > User Profile > Actions > Manage” page, as shown below.

Control-admin-roles-support-1a.png

Using the Support Admin Role

A Support Admin sees a Workspot Control UI that’s very similar to that seen by someone in the Administrator role. The major differences are the absence of the Setup tab and the fact that many pages are read-only, lacking the ability to change settings that are reserved for the Administrator role.

The example below shows the VDI Pools page for an Administrator (top) and a Support Admin (bottom). The Actions menu and Add Pool and Import Pool buttons are missing from the Support Admin’s view. The two pages are the same otherwise.

Control-admin-roles-support-5.png

Typical Administrator page (top) and Support Admin page (bottom). The Actions menu is absent on the Support Admin page.

Helpdesk Admins

What Helpdesk Admins Can (and Can’t) Do

The Helpdesk Admin role is designed for first-level support staff: administrators who are expected to keep the existing Workspot users up and running with the existing Workspot configuration.

Things Helpdesk Admins Can Do:

  • Reboot Workspot desktops.
  • Terminate Workspot client sessions.
  • Use Remote Assistance (with the end-user’s permission).
  • Send a message to the end user.
  • Verify the user’s entitlements for desktops and applications.
  • List the Workspot Clients that have been used.
  • Examine status, performance, and log information.
  • Wipe Workspot Client data from a remote client.

Things Helpdesk Admins CANNOT Do:

  • Add, delete, or modify users or resources of any kind.
  • View sensitive data, including lists of groups, lists of users, cloud subscription information, certificates, etc.
  • View event logs except for a single user at a time.

Assigning the Helpdesk Role

Every user record in Workspot Control has a Role field. An Administrator can assign the Helpdesk Admin role when a new user is created, or an existing user record can be changed on the “Users > Username > User Profile > Actions > Manage” page, as shown below.

helpdeskt1.png

Using the Helpdesk Role

When a Helpdesk Admin logs into Workspot Control, a Dashboard page is show, devoid of any obvious administrative features. This is by design. The Helpdesk Admin is allowed to access data for a single user at a time, using the Search box at the top of the screen.

To select a user, start typing the user’s first name, last name, or email address. The auto-complete feature will show candidates who match this string.

Note: The auto-complete action isn’t instantaneous. You may have to wait a second or two before the list is fully populated with candidates.

mceclip1.png

Select the desired user. This will take you to the User Details page, which is the starting point for all Helpdesk Admin activities.

The User Details page has four sections:

  1. User Profile
  2. Entitlements
  3. Current Sessions
  4. Event Log Information

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User Profile Tasks

helpdesk5.png

The User Profile section begins with a read-only summary section, giving details about the user’s role, AD group membership, and other information.

After this comes Active Devices, which lists all the user’s Workspot Client devices, whether they are active or not.

Two actions are available for each device:

  1. Refresh, which updates the status information.
  2. Wipe Data, which erases all Workspot data stored on the Client. This would be used if the device were lost or stolen, for example.

Entitlements Tasks

The Entitlements section allows you to monitor which desktop pools and applications the user is entitled to. These are shown on the Pools and Apps tabs.

The Pools Tab

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The Pools tab lists the desktop pools the user is allowed to use, plus information about each pool.

The Apps Tab

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The Apps tab lists the Workspot applications the user is allowed to use. Additional details about each application are shown when you click the application’s name. None of this information is editable by the Helpdesk Admin.

helpdesk8.png

Current Sessions Tasks

The Current Sessions section lists the currently active desktop sessions. Expanding the entry for a given session will expand the listing, showing much more information, including graphs (not shown) for network bandwidth usage, CPU and memory usage, and network round-trip time (RTT).

 helpdesk9aaa.png

The Actions menu allows the following options:

  • Send Message. The Admin can send a message to the user’s Workspot Client screen.
  • Reboot VM. The desktop is rebooted.
  • Log Off. The user is logged off the desktop.
  • Remote Assist. The user is offered a Remote Assistance session.

Event Log Information Tasks

The Event Log Information section allows you to view all log entries involving the user. The timeframe can be specified, as can a search string, which is applied to all fields.

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Related Documents

 

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