The Microsoft RDP Remote Assistance app provides remote desktop support assistance for Microsoft RDP within Incident IQ. When installed, tickets with associated IP addresses will automatically display the Microsoft RDP remote support panel on the right side of the ticket details screen below the asset/model details. This provides the district with the following benefits:
Streamlines the remote request process for both agent and requestor
Provides requestors with step-by-step instructions on how to accept a remote assistance request
Tracks each step of the remote session through the ticket timeline, including date and time stamps
Installing RDP Remote Assistance App
To install the Microsoft RDP Remote Assistance app, click on Incident IQ Apps > Browse on the left navigation bar.
Underneath the Remote Assistance section, click on the Microsoft RDP Remote Assistance app. From here, select Install and follow the steps to complete the installation.
Setting up an IP Address Custom Field
At this point, you will need to set up an IP address custom field to capture the user’s
On the Custom Fields page, you will want to click on New Custom Field at the top right while in the Field Definitions tab.
When creating your new IP address custom field, you will need to name it and select IPAdress in the Field Type drop-down menu. Please note that you will want to keep the Requestor Visible? Field unchecked, so requestors do not see this field when submitting tickets.
Once the IP address field has been created, you must apply it as a field on tickets in Incident IQ. To do this, begin by clicking on the Tickets tab at the top of the page.
Next, click on Add Field with New Conditions and select the IP address custom field in the pop-up window.
You should now see your custom field appear in the list of custom fields available on tickets. Click on Add Conditions to the left of the field to start limiting what tickets this field should appear on.
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Hannah Bailey - Director, Customer Engagement