Integrating with IBM Endpoint Manager for Remote Control

This section describes how to configure the integration of the IBM Endpoint Manager for Remote Control with IBM Control Desk.

About this task

Remote Diagnostics is an integrated feature of Control Desk that is based on IBM Endpoint Manager for Remote Control version 9.1.0. Remote Diagnostics enables a Service Desk analyst to take control of remote workstations or servers (called target systems) in order to analyze and solve problems. The Service Desk analyst can launch Remote Diagnostics from a ticket application, run commands and applications on the target system, transfer files, open a text conversation, and record a session on video. A Service Request Manager administrator can enable a global setting that allows analysts to upload and attach video recordings to ticket records.

For information on how a Service Desk analyst can take control of a remote asset or configuration item listed on a ticket record, see the topic Take control of an asset using IBM Endpoint Manager for Remote Control in the Administering Service Desk section of the information center.

For information about IBM Endpoint Manager for Remote Control, see the IBM Endpoint Manager for Remote Control knowledge center.

The following table describes the installation and configuration tasks that need to be performed by the System Administrator to enable the Remote Diagnostics feature.

Step Task Description
Step 1 Install the Remote Diagnostics agent on client computers in your enterprise. Download the agent from within the Control Desk browser interface. The download link is available from the View Service Request and Create Service Request applications in the Self Service module.
Step 2 Perform post-installation steps if required. If you install the agent using interactive mode, you must edit registry properties on Windows or edit the /etc/ibmtrct.conf file on Linux. The silent installation does not require any post-installation steps.
Step 3 Enable users to upload and attach video recordings to ticket or solution records. To enable upload of video recordings, go to the system Properties application and change the value of the system property mxe.int.trc.upload.recording to '1'. The default vale is '0'.
  • Installing IBM Endpoint Manager for Remote Control
    You can obtain the Remote Diagnostics agent through the Control Desk browser interface and then use your normal distribution strategy to globally distribute and install the agent to workstations throughout your enterprise.
  • Performing post-installation steps
    The post-installation steps described in this section are required only if you installed the IBM Endpoint Manager for Remote Control in interactive mode. The command line installation does not require any post-installation steps.
  • Enabling users to upload recordings
    Optionally configure a global setting to enable Control Desk users in your enterprise to upload and attach IBM Endpoint Manager for Remote Control recordings to ticket or solution records.
Parent topic: Integrating with other products

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