Screen Connect Setup

[georgenoise]

I've been testing ScreenConnect the past few weeks and I like it. I have a question though, could anyone tell me if there is a way to implement it on my website where if a customer needs help they can enter their information and submit the request so it will create the customer session and let them run through the setup without interaction from me(if they are capable)? In trying it out if I needed to get a customer setup I had to create the session and then email or point them to the proper URL and walk them through the setup. I’m trying to find a way to make it less interaction on my part when it comes to setting up clients, especially new clients, when I am on an onsite call and need the client setup and ready to go when I am finished with the client I am currently servicing. That way if they call when I am onsite instead of walking them through the process and taking focus away from the current project I can just tell them, "Go to this URL to create and submit a ticket. I will call with any questions or service your issue as soon as I'm available."

If this isn't possible is there a remote support program(LMI, BeAnywhere, InstantHC, etc..) that supports a setup like that? ScreenConnect is the first one I've looked at for a test drive but I want to make sure it's possible before I commit to it. I appreciate any information provided. Thanks in advance guys.

 

[Xander]

Nothing like that is part of SC. Search its forums, though, I wouldn't be surprised if someone has posted how they've implemented something like that.

You could always set them up for unattended access. I do that with a lot of my customers (with their knowledge). I just say, "I can connect later around 4pm. Just make sure the PC is awake/online." and that's all they need to do.

 

[ahiser]

unattended access

I give a download link with instructions to run the file and it will set up unattended access for the client. You may later connect to them on your own time then.

The other way is to have the client enter a code to join the session that you created. The good thing is you can create a session from any device online just by logging into your server's website.

 

[YOCS]

I have a link to the SC executable on my site the that says click here when instructed by a technician or I'll just read the url to the exe over the phone and have them run/install ... i.e. mywebsite/help.exe

 

[Instant Housecall - Corey]

If this isn't possible is there a remote support program(LMI, BeAnywhere, InstantHC, etc..) that supports a setup like that?

Yes, it's supported in Instant Housecall. The feature is called "unattended on-demand".

You can configure SMS and e-mail notifications to let you know who's waiting if you're away from your PC, and it will automatically connect when you sign in.

 

[JakeFromScreenConnect]

Lots of customers have put stuff in place to accomplish this through customizations.

We'll introduce customer initiated sessions into the base product in an upcoming release.

We've already layed the foundation with session event triggers (and you see we even have a trigger for the notification of a customer created session even though we don't support it yet):
http://m.youtube.com/watch?v=cF2IAzlHxFE

 

[georgenoise]

Thanks for all the information guys. I'll check it all out and make my decision from there. I appreciate it.

 

[4ycr]

Nice to hear about this new addition Jake, I will need to watch out for it.

 

[ComputerRepairTech]

I will send a reminder to myself to post the code I use to automatically generate sessions but you'll need to setup your ticket system or whatever to generate the variables for the special url

Edit: 3/21/14 my bad i forgot about this, i will try to remember to do it tonight.

 

[ComputerRepairTech]

ok just name this file something random .ashx

<%@ WebHandler Language="C#" Class="CreateSession" %>

using System;
using System.Web;
using System.Collections.Generic;
using System.Configuration;
using Elsinore.ScreenConnect;

public class CreateSession : IHttpHandler
{
public void ProcessRequest(HttpContext context)
{ 
using (var sessionManager = ServiceChannelPool<ISessionManagerChannel>.Instance.Borrow())
{
string Code = context.Request.QueryString["Code"];
string Tech = context.Request.QueryString["Tech"];
string JoinMethod = context.Request.QueryString["JoinAs"];
string Customer = context.Request.QueryString["Customer"];

//var session = sessionManager.GetSessionSummaries("All Sessions", new Dictionary<string, string>(), null).First2(ss => string.Equals(ss.Name, Code, StringComparison.InvariantCultureIgnoreCase));
var session = sessionManager.CreateSession(SessionType.Support, Customer, Tech, false, Code);
var sessionID = session.SessionID;

var relayUri = ServerExtensions.GetRelayUri(ConfigurationManager.AppSettings, HttpContext.Current.Request.Url, true, true);

var clp = new ClientLaunchParameters();
clp.Host = relayUri.Host;
clp.Port = relayUri.Port;
clp.SessionID = session.SessionID;
clp.SessionID = new Guid(sessionID.ToString());
clp.SessionTitle = Customer;
if (JoinMethod == "host")
clp.ProcessType = ProcessType.Host;
else
clp.ProcessType = ProcessType.Guest;
clp.EncryptionKey = ServerCryptoManager.Instance.PublicKey;
clp.AccessToken = ServerCryptoManager.Instance.GetAccessToken(clp.SessionID, clp.ProcessType, context.User.Identity.Name);

var clpString = ClientLaunchParameters.ToQueryString(clp, true);

var url = new Uri (context.Request.Url, "/Bin/Elsinore.ScreenConnect.Client.application" + ClientLaunchParameters.ToQueryString(clp, true));

context.Response.Redirect(url.AbsoluteUri); 
}
}

public bool IsReusable { get { return false; } }

}

then to create a session here is an example (not a real link):

http://support. computerrepairtech .com/joiner.ashx?Code=1111&Tech=josh&JoinAs=customer&Customer=custnamehere