Attending with Remote Support
The Ticket Attendance, sometimes, can be with the user that cannot solve only with the attendance guidance. So, the product makes available remote support, helping to find some questions. With Remote Attendance, it is possible to see the attendance history of this type, helping with the information to a possible audit process.
Before getting started
First of all,
Configuration Management needs to be implemented; and
The Inventory Process must be defined;
In addition, the Remote Access feature must be configured.;
Finally, the attendant must have access to the requester's Configuration Item.
Procedure
- Access the functionality through the main menu Processes > Ticket Management > Ticket;
- Select the ticket and click on it and then on "Open" to capture it;
- Click on the toggle button (placed on the upper right side of the screen) and then on the Related CI tab;
- Search for the configuration item and click on "Select";
- Click on the "Info" information button;
- Click on the "Remote Access";
- Start the remote attendance.