The SimpleHelp Remote Assistance app allows districts to establish a remote connection with a device running the SimpleHelp Client from within an Incident IQ ticket. When installed, all technology tickets will automatically display the LogMeIn Rescue Remote Assistance widget for district agents just below the Submitted By section. 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 SimpleHelp Remote Assistance App
To install the SimpleHelp Remote Assistance app, begin by clicking on Incident IQ Apps > Browse on the left navigation bar.
Underneath the Remote Assistance section, click on the SimpleHelp Remote Assistance app.
From here, select Install and follow the steps to complete the installation.
Once installed, you will want to click on Manage App Settings.
From here, you will need to enter your SimpleHelp Server API Token and your district’s SimpleHelp Server Host Name. Please note, in most cases, you can leave the SimpleHelp Server Host Port empty as this will use the default SimpleHelp port. However, if your district uses a custom port, you will also need to add this entry here.
If you are an administrator in the SimpleHelp Technician’s Console, you can find or generate an API token for Incident IQ by going to Administration > Integrations > Manage API Tokens. From this page, you can copy your existing API for Incident IQ or click on Generate New Token to create a new one.
The SimpleHelp host name needs to be a publicly available DNS. To test if your host name is publicly available, copy and paste it into a web browser. If you see the SimpleHelp portal, your host name is publicly available.
For further assistance in identifying your API and Host Name address for SimpleHelp, please consult the following help articles:
Please note that Incident IQ does not install the SimpleHelp client onto systems. For you to access devices remotely, they will need to have the client already installed. For further information on installing SimpleHelp on your devices in bulk, please refer to the following help article:
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