Copyright 2005 Danware Data A/S. Portions used under license from third parties. All rights reserved. Document revision: Please send comments

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2 Copyright 2005 Danware Data A/S. Portions used under license from third parties. All rights reserved. Document revision: Please send comments to: Danware Data A/S Bregnerodvej 127 DK-3460 Birkerod Denmark Fax: Int Internet: 2

3 Contents Contents Welcome Introduction How does it work? Simple Help Desk System Advanced Help Desk System Setting up the Help Desk Simple Help Desk System Setup Advanced Help Desk System Setup NetOp Gateway Setup Distribution of the Host Security Daily Use The Guest Simple Operations Sending Ctrl+Esc File Transfer Chat The Host Download and Run the Host Chat Disconnecting

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5 Welcome Welcome Welcome to NetOp On Demand Remote Control, a Danware Data remote control software product. This quick guide will guide you through the setup of NetOp On Demand Remote Control in your Help Desk center. NetOp Remote Control functions are explained in details in the User s Manual that is included on the NetOp Remote Control Guest CD. The NetOp Team Introduction In many environments User computers have no administrative or organizational relationship with the Help Desk center from which they are requiring help. The Help Desk centers are facing three major challenges to offer service to these User computers: Connectivity problems through User firewalls, software maintenance and licensing issues. NetOp On Demand Remote Control is a powerful remote control solution that offers Help Desk centers remote control of Windowsbased computers across the Internet without pre-installing software or configuring firewalls. Furthermore, licensing depends solely on the number of Help Desk employees - not the number of Users. The solution consists of three modules: The On Demand Guest, the downloadable On Demand Host and the optional Gateway. Together these modules offer: Remote Control, File Transfer, Chat and enhanced connectivity across the Internet. NetOp On Demand Remote Control is well-suited to enter the vast and fast-growing market of Internet Service Providers, Telcos, outsourced Help Desks and call-centers. Securing the information flow through the Internet sometimes poses a very real challenge. NetOp On Demand Remote Control addresses the security issues that arises from the Internet in two ways: Encrypting information between User and Help Desk and controlling access in both directions. 5

6 Introduction How does it work? NetOp On Demand Remote Control is a way of offering end-user services. The system basically consists of two modules: A special Guest Edition of NetOp Remote Control [Guest] and a NetOp On Demand Remote Control Host [Host]. The Guest is the visiting part - it can take control of the Host. The Host is the visited part - it can allow the Guest to take control. To connect the Guest and the Host a Service Ticket is required. The Service Ticket is the identifier enabling the connection between the User computer and the Help Desk computer. The following exemplifies how a Help Desk system can be perceived. The User and the Help Desk employee will follow these steps: 1. A User experiences software trouble and contacts the Help Desk - either by or by phone. 2. The Help Desk provides the User with a one-time Service Ticket. 3. The User goes to the Help Desk s Web site. 4. The User downloads the Host and runs it. The User enters the required information in the Host. 5. The User connects to the Help Desk. 6. If permitted by the User, the Help Desk employee takes control of the User computer, fixes the problem and ends the session. The User exits the Host and the application deletes itself automatically. 6

7 How does it work? Note: The User can terminate the session at any given time during the session. The following sections describe two possible ways of setting up a Help Desk environment: A simple system and an advanced system. Simple Help Desk System The simple system consists of a Host and a Guest connected via the Internet through a firewall. In the simple setup there is no queueing and the Guest can only support one Host at a time per connection line. If the User has more than one computer that could require assistance at the same time, the limitation mentioned above requires an advanced Help Desk solution. 7

8 Advanced Help Desk System Advanced Help Desk System The advanced Help Desk System consists of several Hosts, several Guests and a Gateway connected via the Internet through a firewall. The advanced Help Desk consists of a number of Help Desk computers, each with a Guest installed. The clever part of the advanced setup is that the Gateway offers builtin queuing functionality allowing all Help Desk employees to serve waiting Hosts in turn. The Gateway server facilitates the communication flow between Hosts and Guests. 8

9 Setting up the Help Desk The advanced setup gives a much better experience for the Users because of the queueing possibility. In the simple setup only one User at a time will obtain connection with a Help Desk employee. As an example, the Help Desk could offer bilingual help from Help Desk offices situated in different countries. On the Help Desk home page the Japanese Users will use the link that takes them to the Japanese Help Desk. Setting up the Help Desk By now, you should be able to decide the setup of your Help Desk. The following chapter contains setup guides for a Simple Help Desk System and an Advanced Help Desk System. This chapter consists of three parts: 1. Simple Help Desk System setup. 2. Advanced Help Desk System setup. 3. Distribution of the Host to make it available for the Users. Depending on the system needed, select either Simple Help Desk System or Advanced Help Desk System. The third part is common for both setups. 9

10 Simple Help Desk System Setup Simple Help Desk System Setup In the simple setup the Host and the Guest communicate end-to-end using the HTTP protocol. As a result of this, the Guest can support only one Host at a time. To make the Help Desk system work you will have to install and setup the Guest. Install a Guest on a Help Desk computer as explained in the NetOp Remote Control documentation. Follow these steps to enable each NetOp Guest to receive help requests: 1. Start the Guest. 2. Click Tools > Communication Profiles > Communication Profile Setup: 3. Check the HTTP box to enable receiving help requests from the Host. 4. Click Close. 10

11 Setting up the Help Desk 5. In Tools > Options > Help Service tab. Fill in the tab to resemble this: 6. Ensure the Use Service Tickets box is checked. 7. Service Ticket format is default: ###### - leave as is. 8. Ensure that the Number of auto-generated Service Tickets is set to 1 (one). 9. Restart the Guest to make the changes effective. 10. On the firewall (not a Danware product) that shields the Help Desk computer from the Internet you should open TCP port 80 for 11

12 Simple Help Desk System Setup traffic from any IP-address and forward the traffic to the internal IP address of the Help Desk computer. Once the Guest has been restarted select the Help Request tab in the main window. This concludes setting up the Guest. 12

13 Advanced Help Desk System Setup Setting up the Help Desk In the advanced setup the Host and the Guest communicate via the Gateway using the HTTP protocol between Host and Gateway and TCP/IP between Gateway and Guest. To make the Help Desk system work you will have to install and setup the Guest and the Gateway. Install a Guest on a Help Desk computer as explained in the NetOp Remote Control documentation. Follow these steps to enable each NetOp Guest to receive help requests: 1. Start the Guest. 2. Click Tools > Communication Profiles > Communication Profile Setup: 3. Check the TCP/IP box to enable receiving help requests from the Host via the Gateway. 4. Click Close. 13

14 Advanced Help Desk System Setup 5. In Tools > Options > Help Service tab. Fill in the tab to resemble this: 6. Ensure the Use Service Tickets box is checked. 7. Service Ticket format is default: ###### - leave as is. 8. Change the Number of auto-generated Service Tickets to 3 (three). 9. Restart the Guest to make the changes effective. 14

15 Setting up the Help Desk Once the Guest has been restarted select the Help Request tab in the main window. This concludes setting up the Guest. 15

16 Advanced Help Desk System Setup NetOp Gateway Setup To enable Host Users on the Internet or on large corporate networks with subnets in different geographical locations to request NetOp help from your Help Desk, you will typically need to run at least one NetOp Gateway on your corporate network. In order to establish a connection between a User and a Help Desk employee, the User has to obtain the Service Ticket number from the Help Desk. This is usually done with a simple phone call. But enabling the hardware and software to interact in the Advanced Setup, the Gateway Server has to be setup to handle the traffic flow. The following section takes you through the setup sequence. If your corporate perimeter firewall uses network address translation (NAT), install NetOp Gateway in the so-called firewall demilitarized zone (DMZ) as explained in the NetOp Gateway documentation. Install a Gateway on a computer in the DMZ as explained in the NetOp Remote Control documentation. Follow these steps: 16

17 NetOp Gateway Setup 1. Start the Gateway. 2. Click Tools > Communication Profiles. 3. Checkmark HTTP and TCP/IP. The Gateway communicates to the outside world with the HTTP (default: TCP using port 80) and internally with TCP/IP (default: UDP using port 6502). 17

18 Advanced Help Desk System Setup 4. Edit the TCP/IP communication profile and click IP Broadcast List... to add IP address ranges and single IP addresses. 5. Restart the Gateway to make the changes effective. 6. On the firewall (not a Danware product) that shields the Gateway from the Internet you should open TCP port 80 for traffic from any IP-address and forward the traffic to the internal IP address of the Gateway. Note: With respect to the User s firewall, it is imperative that it is open for outgoing TCP-traffic on port 80. One of the functions of the Gateway is to match the Help Desk computer that issued the Service Ticket with the incoming Service Ticket requests from the Hosts. In other words, it merely asks the connected Guest computers which one issued the Service Ticket and connects to the one that acknowledges. This concludes setting up the Gateway. 18

19 Distribution of the Host NetOp Gateway Setup To enable Users to run the Host, upload the Host package that by default is named nodrchst.exe to a web server for download. To enable Users to receive help from your Help Desk, provide the following: How to contact the Help Desk ( , phone or web-link). Instructions on how to download and run the Host. Required information to contact the Help Desk employee (Service Ticket, User Name, Problem description). Security Today the traffic between the User and the Help Desk is potentially at risk of being intercepted while connected via the Internet. NetOp On Demand Remote Control addresses the security challenges in five different ways: 1. Communication between the User computer and the Help Desk computer is encrypted. NetOp Remote Control uses up to 256-bit AES encryption. 2. Key exchange is performed by using Diffie-Hellman key exchange with up to 2048-bit keys. A new key is exchanged for each session. 3. Gateway authentication uses Simple Password, User name + Password or Windows Username + Password. 4. The User must permit the Help Desk employee s access to the User computer. 5. Intruder attacks can be traced by both the NetOp Remote Control Guest s and the Gateway s extensive event logging. 19

20 The Guest Daily Use As can be seen in the previous illustrations a Help Desk system basically consists of two parts: A Guest and a Host. In the real world, whenever a User is in trouble, the Help Desk employee will have to come and solve the problem. However, physical presence is almost impossible for the Help Desk employees in large corporations and in companies that have outsourced the Help Desk function. NetOp On Demand Remote Control addresses this problem by offering a solution that enables the Help Desk to be virtually present at the side of the User. It only requires a permanent Guest for the Help Desk and a single-use-and-dispose Host for the User. The following sections will briefly describe how the system works. The Guest The Guest provides the Help Desk employee with tools to remote control a User computer via the Internet. To enable the Hosts to request help via the Internet, you will typically need to run at least one NetOp Gateway on your corporate network. The special Guest Edition of NetOp Remote Control is an ordinary Guest with add-on functionality to wok with the On Demand Hosts. The Guest is a service tool that allows the User to remote control any Windows computer that asks for help. Basically, the Guest waits for something to happen. In the following we will take a closer look at a service call. 1. The Help Desk employee gets a call or an from a User who needs help. 20

21 Daily Use 2. The Help Desk employee looks at the screen and gives the User a Service Ticket. 3. The Help Desk employee is notified by a Help Request that is both audible and visible. 4. The Help Desk employee clicks Yes on the Help Request Notification and clicks the line with Li Ping s help request. 21

22 The Guest 5. Clicking that line prompts the User to confirm that the Help Desk employee is allowed to take control of the computer. 6. The User s desktop is transferred to the Help Desk employee upon accept. 7. The help session is now active. It will continue until the User disconnects or until the Help Desk employee ends the session. In the top left-hand corner, the name of the controlled User is shown. If the User does not enter a name prior to the session, the Windows logon name and workstation name [LiPing@LP001] will be inserted instead. 22

23 Daily Use On the Help Request tab the autogenerated and unused Service Tickets are listed. The number to the right is given to the User. When a Service Ticket has been used for requesting help, the rowcontents will show the User, Timestamp and the problem. When the Help Desk employee answers the help request, it is removed from the list. Right-click an unused Service Ticket record to display this context menu: New Service Ticket Copy to Clipboard Select this command or click the toolbar New Service Ticket button to add a Service Ticket record in the table. This command expands into these commands. Host ID Select this command to copy the record Host ID column contents to the clipboard. 23

24 The Guest Time Service Ticket Problem Description All Select this command to copy the record Time column contents to the clipboard. Select this command to copy the record Service Ticket column contents to the clipboard. You could insert the Service Ticket in an e- mail to the User. Select this command to copy the record Problem Description column contents to the clipboard. Select this command to copy the entire record contents to the clipboard for use in your Help Desk system log. Delete Select this command to delete the Service Ticket record. Simple Operations This section will teach you to perform the few simple tasks on the Host. If you are familiar with the full NetOp Remote Control, you will notice that the number of user actions are limited to the most important. Sending CTRL+ESC Click this button to open the Start menu in Windows on the Host computer. File Transfer The Guest offers fast and easy-to-use File Transfer between Guest and Host. 24

25 Daily Use The operation enables you to copy, move, clone and synchronize files and folders between Host and Guest - in both directions. 1. On the Guest, click the File Transfer button in the toolbar. 2. In the File Manager panes, locate the files or folders you wish to copy, and just drag them from one pane and drop them in the destination folder in the other pane. 3. A status window is displayed. When the session is complete, click Close. One of the File Transfer operations enables you to copy the contents of a folder on the Host to a folder on the Guest or vice versa. 1. On the Guest, click the File Transfer button in the toolbar. 2. Locate the files on the Help Desk hard-drive that the Host misses. Double-click the folders to open them: You must be on filelevel to have the correct starting point for your copy-session. 3. Select the file or files that needs to be copied to the Host. 25

26 The Guest 4. Click Copy File(s). 5. Check that From and To information is as expected, and click Ok to begin copying. If necessary, select Include subfolders (default) and End session when finished. 6. A status window is displayed. When the session is complete, click Close. Warning: Be careful not to Synchronize, Clone and Copy and Move SYSTEM folders. This may cause malfunction on the receiving computer. Chat Use Chat to communicate directly with the User. Both the User and the Help Desk employee can terminate the chat session. 26

27 The Host Daily Use The Host is a single-use-and-dispose software application. The User downloads and runs it in order to let the Guest have access. During the session the User can monitor the Help Desk employee s actions. The User can terminate the session at any given time (emergency stop). Download and Run the Host Follow these steps to download and run the Host: 1. When directed by the Help Desk, go their Web site. 2. After clicking the link on the Web site, accept downloading the Host to the User computer. 3. Click Run. 4. Click Run and the Host unpacks itself. 27

28 The Host. 5. Click Continue. 6. Once unpacked, the Host opens a dialogue. The Help Dest provides you with a Service Ticket. The Service Ticket, your name and a short description is entered in the form. 7. Click Connect to start. 8. The Help Desk employee takes the help request and initiates a session. The User is asked to confirm the Guest access. At this point the User can terminate by clicking Cancel - or confirm by clicking Ok. 28

29 Daily Use Note: The screenshot shows all the actions a Guest can do. View Screen If set, the Host screen is transferred to the Guest. Use Keyboard and Mouse If set, the Guest can use the Host s keyboard and mouse. Send Files If set, the Guest can send files to the Host. Retrieve Files If set, the Guest can send files to own computer. Chat If set, the Host and the Guest can chat. 29

30 Daily Use Chat During the session the Host and Guest can communicate using Chat. Disconnecting If the User - during the session - wants to terminate, it only requires to press the auto-selected function-key on the keyboard. The Host scans the computer to find the first available function-key. In this example this means that pressing F11 will disconnect the session if it is stated in the box. When the Help Desk employee has finished he will terminate the session and the sole control of the computer is given back to the User. The User clicks Exit on the Host and confirms the exit by clicking Ok.. The Host program is automatically deleted from the User computer. 30