Kaseya Remote Control Tools 7.0 Remote Control Software User Guide
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Kaseya 2
R e m o t t e C o n t t r r o l l
T o o l l s
User Guide
Version 7.0
English
December 22, 2014
Agreement
The purchase and use of all Software and Services is subject to the Agreement as defined in Kaseya’s
“Click-Accept” EULATOS as updated from time to time by Kaseya at http:// www.kaseya.com
/legal.aspx. If Customer does not agree with the Agreement, please do not install, use or purchase any Software and Services from Kaseya as continued use of the Software or
Services indicates Customer’s acceptance of the Agreement.”
©2014 Kaseya. All rights reserved. | www.kaseya.com
Contents
i
Kaseya Remote Control
Kaseya Remote Control
Kaseya Remote Control
is the primary remote control capability used throughout
Virtual System
Administrator™
.
Kaseya Remote Control
connects in seconds to remote machines that already have
Kaseya Remote Control
installed.
Kaseya Remote Control
maintains a reliable, secure and encrypted connection.
Starting Kaseya Remote Control
Click any agent icon that supports
Kaseya Remote
Control
to automatically start or re-start it. You can also hover over the agent icon to display
Quick
View
. Click the
Remote Control
button to launch
Kaseya Remote Control
.
Note:
You can launch Live Connect (page 3) by
Ctrl+clicking the agent icon. You can also click the Live
Connect
button in Quick View.
Installing and Updating Kaseya Remote Control
Kaseya Remote Control
is installed as a viewer/server pair of applications: the viewer on the administrator's local machine and the server on the remote agent machine. The
Kaseya Remote Control
server is installed as a component of the agent when a new agent is installed, or when the agent is updated using Agent > Update Agent.
If the
Kaseya Remote Control
application is not already installed on your local administrator machine, when you start your first session a dialog prompts you to download and install it. If already installed and a Kaseya patch release has made a later version available, a dialog prompts you to download and install the updated version. There is no independent launching of the
Kaseya Remote Control
application outside of the VSA.
Main Features
Supports remote control with or without a machine user being logged in.
Connects to the console session. If a user is logged on, the administrator shares the console session with the user.
Allows the administrator to select any additional monitors that may be running on the remote system.
Multiple view sessions can connect to the same agent machine, viewing the same monitor or different monitors.
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Kaseya Remote Control
Copies and pastes (CTRL+C and CTRL+V) plain text between local and remote systems.
Supports the use of numerous native
Windows and Apple shortcut keys
(https://helpdesk.kaseya.com/entries/58322696)
on the remote machine.
Uses the keyboard layout configured on the remote machine. Characters on the administrator's local keyboard might not match the characters shown on the remote user interface.
Administrators can temporarily change the keyboard layout on the remote machine to map to their local keyboard. This might apply when entering passwords.
Connects when a Windows machine is booted into Safe Mode with Network.
A log entry is created in the VSA > System > System Log each time
Kaseya Remote Control
successfully connects to a remote control session.
Note:
See Kaseya Remote Control Requirements
(http://help.kaseya.com/webhelp/EN/VSA/7000000/Reqs/index.asp#18007.htm)
.
User Interface
The basic layout of the
Kaseya Remote Control
user interface includes the following:
The machine name displays at the top of the remote control session window.
A narrow menu bar displays at the top.
When connecting to Windows machines only, a ‘Send CTRL+ALT+DEL’ option displays in the menu bar for remote logins.
When multiple monitors are available on the remote machine, a drop-down list of monitors displays and can be selected to display a specific monitor.
Closing the window disconnects the session.
The default screen size for a session window is 1280 X 800. The default position is centered on the screen. New session windows use the size and position last used by the administrator.
Legacy Remote Control Features Removed
With the release of 7.0 all features having to do with RADMIN, PC Anywhere, WINVNC, x11vnc Server and UltraVNC viewer have been removed from the Remote Control module. The Remote Control >
Select Type
and
Set Parameters
pages have also been removed.
Using K-VNC
A
K-VNC
remote control session can be started using the Remote Control > Control Machine page.
Administrators should use the K-VNC for situations not supported by
Kaseya Remote Control
, and when a web-based remote control solution is required. Only K-VNC remote control sessions support
Session recording
or
Notify user when session terminates
settings, located on the User Role Policy and Machine
Policy pages of the
Remote Control
module.
2
Live Connect
Live Connect
Live Connect
is a web-based, single-machine user interface. You can access
Live Connect
by
Ctrl+clicking the agent icon , or by clicking
Live
Connect
button in
Quick View
.
Live Connect
enables you to perform tasks and functions solely for one managed machine. A menu of tabbed property sheets provide access to various categories of information about the managed machine.
Additional menu items display, depending on the add-on modules installed and the operating system of the target machine.
Note:
Both the Live Connect and Portal Access plug-in installers can be pre-installed using the Agent > Update
Agent page.
Windows
Live Connect for Windows machines supports the following menu items:
Home
,
Agent Data
,
Audit
Information
,
File Manager
,
Command Shell
,
Registry Editor
,
Task Manager
,
Event Viewer
,
Ticketing
,
Chat
,
Desktop
Access
and
Video Chat
.
Windows Cross-Platform OS Support:
On Windows XP and later systems, using any of our supported browsers, you can use the File Manager, Command Shell, Registry Editor, Task Manager, Event Viewer, Desktop Access enhanced features with Windows XP and later and File Manager, Command Shell, Desktop Access enhanced features with Mac OS X 10.5 Leopard (Intel) and later systems.
Apple
Live Connect
for Macintosh machines supports the following menu items:
Home
,
Agent Data
,
Audit
Information
,
File Manager
,
Command Shell
,
Ticketing
,
Chat
,
Desktop Access
and
Video Chat
.
3
Live Connect
Apple Cross-Platform OS Support:
On Mac OS X 10.5 Leopard (Intel) and later systems, using any of our supported browsers, you can use the File Manager, Command Shell, Desktop Access enhanced features with
Windows XP and later and Mac OS X 10.5 Leopard (Intel) and later systems.
Linux
Live Connect
for Linux machines supports the following menu items:
Home
,
Agent Data
,
Audit Information
,
Ticketing
,
Chat
, and
Video Chat
. Does not include a thumbnail preview image of the desktop in
Live
Connect
. Use the Control Machine, FTP and SSH pages to remote control Linux agents.
Window Header
Basic information about the managed machine displays at the top of the
Live Connect
window.
Thumbnail View
- The desktop of the currently logged on user displays in a thumbnail view, if a user is logged onto the machine.
Machine Info
- Lists basic information about the managed machine.
Performance Graphs
- Shows CPU % and Memory % performance graphs for the managed machine.
Log Off
- Only displays if a machine user using
Portal Access
is logged in remotely from the machine.
Help
- Displays online help for
Live Connect
.
Menu Options
A menu of tabbed property sheet provides access to various categories of information about the managed machine.
Home
- The
Home
tab is the first tab displayed when the
Live Connect
window opens.
Home
- Typically the
Home
tab displays a welcome message and the URL page of the agent service provider. The
Run Procedures
section of the
Home
tab enables the
Live Connect
user to run agent procedures on the managed machine immediately. A
Custom Links
section may display on the
Home
tab, if specified by the service provider, offering links to additional resources. Multiple customized
Home
tabs are possible, each with a unique name, if specified by the service provider.
Change Logon
- Changes the remote logon user name and password for this managed machine. These logon options enable a user to access the
Live Connect
window to this managed machine from any other machine, including initiating a remote desktop session with the managed machine, if
Desktop Access
is enabled by the service provider. Enter the same URL used to logon to the VSA. Then enter the
Live Connect
user name and password specified in this tab. Accessing
Live Connect
remotely in this manner from another machine is called
Portal Access
.
Portal Access
logon options can also be maintained within the VSA using
Agent > Portal Access.
Change Profile
- Changes the contact information for this managed machine. This information populates a ticket with contact information when
Live Connect
is used to create a ticket. This information can also be maintained using Agent > Edit Profile.
Agent Data
- Displays the following tabs:
Pending Procedures
- Displays and schedules pending agent procedures for a managed machine and the
Procedure History
for that machine. Includes the execution date/time, status and user who scheduled the procedure.
Click the
Schedule Another Procedure
button to schedule a procedure not yet pending.
Once selected and scheduled, the procedure displays at the bottom of the
Pending
Procedures
section.
Click the
Schedule
button to schedule a selected procedure to run in the future or on recurring basis.
Click the
Run Now
button to run a selected procedure once immediately.
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Live Connect
Click the
Cancel
button to cancel any selected pending procedure.
Logs
- Displays the logs available for a machine: Alarm Log, Monitor Action Log, Agent Log,
Configuration Changes, Network Statistics, Event Log, Agent Procedure Log, Remote
Control Log, Log Monitoring.
Patch Status
- Displays
Missing and Pending Microsoft patches and schedules missing patches. If a machine belongs to a patch policy, missing patches may be further identified as
Denied (Pending Approval). The user can manually override the denied patch policy by scheduling the patch.
Click the
Show History
link to display the history of patches installed on the managed machine.
Click the
Schedule
button to schedule the deployment of missing patches.
Click the
Scan Now
button to scan for missing patches immediately.
Click the
Cancel
button to cancel a selected pending patch.
Click the
Set Ignore
button to prevent installing a patch using any of the installation methods. To be installed, the
Set Ignore
checkbox must be cleared.
Check the
Hide patches denied by Patch Approval
- If checked, patches denied by Patch
Approval are not displayed.
Agent Settings
- Displays information about the agent on the managed machine:
Agent version
Last check-in
Last reboot
First time check-in
Patch Policy Membership
- Defined using Patch Management > Membership: Patch
Policy
View Definition Collections
- Defined using the
Only show selected machine IDs
option in
View Definitions.
Working Directory
- Can also be defined using Agent > Working Directory.
Check-In Control
- Can also be defined using Agent > Check-In Control.
Edit Profile
- Can also be defined using Agent > Edit Profile.
Documents
- Lists documents uploaded to the Kaseya Server for a managed machine. You can upload additional documents. Provides the same functionality as Audit > Documents.
Get File
- Accesses files previously uploaded from a managed machine. Click the link underneath a file to display the file or run it. Provides the same functionality as Agent
Procedures > getFile().
Audit Information
- Information tabs include:
Machine Info
,
Installed Apps
,
System Info
,
Disk Volumes
,
PCI
& Disk Hardware
,
Printers
,
Software Licenses
, and
Add/Remove Programs
. Provides audit information based on your Latest Audit. You can perform an an immediate audit using the
Machine Info
tab.
File Manager
- Displays two file managers, one for your local machine and one for the managed machine. Using the upper panes only you can:
Create directories and delete, refresh or rename files or directories using either file manager.
Move files within the same file manager using drag and drop.
Copy files between file managers using drag and drop.
Command Shell
- Opens a command shell on the managed machine. Defaults to the c:\windows\system32 directory.
Registry Editor
- Displays the registry of the managed machine ID. You can create, rename, refresh or delete keys and values, and set the data for values.
Task Manager
- Lists Windows Task Manager data for the managed machine. You can stop or prioritize
Processes
, stop and start
Services
, check typical
Performance
benchmarks for each process, categorized by CPU, disk, network, and memory, review
Users
session data,
Reboot
,
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Live Connect
power off the managed machine, or log off sessions on the managed machine, and display
User and Groups
on the managed machine. Launching the
Task Manager
lets you create or modify monitor sets using a wizard, based on processes and services. Hovering the cursor over the monitor icon of a log entry displays a wizard.
A monitor wizard
icon displays next to each process and service listed on the
Processes
and
Services
tabs of the
Task Manager
. These two wizards enable you to create a new monitor set criteria based on a selected process or service. The new process or service criteria can be added to any new or existing monitor set.
The new or changed monitor set is immediately applied to the machine that served as the source of the process or service criteria. Changing an existing monitor set affects all machines assigned to use that monitor set. See Monitor > Monitor Set > Process Status and
Monitor > Monitor Set > Services Check a description of each field shown in these two wizards.
Event Viewer
- Displays event data stored on the managed machine by event log type.
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A monitor wizard
icon displays next to event log entries in the VSA and in
Live Connect
. Hovering the cursor over the monitor wizard icon of a log entry displays a wizard. The wizard enables you to create a new event set criteria based on that log entry. The new event set criteria can be added to any new or existing event set.
The new or changed event set is immediately applied to the machine that served as the source of the log entry. Changing an existing event set affects all machines assigned to use that event set. The monitor wizard icon displays in:
Agent > Agent Logs
Live Connect > Event Viewer
Live Connect > Agent Data > Event Log
See Monitor > Event Log Alerts for a description of each field shown in the wizard.
Live Connect
Ticketing
- Displays and creates tickets for the managed machine. Displays and creates tickets for
Ticketing
module tickets or tickets and knowledge base articles for the
Service Desk
module, depending on which module is activated.
Note:
A service desk must be a member of the Anonymous scope to display
Service Desk
tickets in a machine user Portal Access session of Live Connect.
Chat
- Initiates a chat session with the currently logged on user of the managed machine. You can invite other VSA users to join your chat session. See Remote Control > Chat for more information.
Remote Control
- Initiates a
Kaseya Remote Control
(page 2)
session with the managed machine.
Video Chat
- If a machine user is logged on to a managed machine, then a
Live Connect
user can initiate a audio/video chat session with that logged on machine user. The session can be audio only for one or both machines if video is not supported on one or both machines.
Video Chat with the Machine User
- Click the Call button to initiate the video chat session. The machine user will see a browser window or browser tab display on their machine that lets them see your video image and their own video image if their machine has a webcam installed.
Video Chat with Anyone
- Click the Connect URL button. This copies a URL to your clipboard.
Copy the URL address into any email or instant message program and send it to anyone.
When that URL is entered in a browser the individual will be able to video chat with you.
Video chat does not require the person receiving the chat invitation to be a managed
machine.
Video Chat Confirmation
- The Adobe Flash Player used to transmit the audio/video stream requires each user click an "Allow" button to proceed with their side of the video chat.
Audio/Video Controls
- Hover the mouse over either video image in the chat window to display audio/video controls.
Text Chat
- You can text chat and video chat at the same time using the same window.
VPN
- Windows only. Clicking this option creates a VPN connection between your local machine and the
Live Connect
machine. Once connected, the administrator can connect to other machines sharing the same LAN as the
Live Connect
machine, even if those machines do not have an agent installed on them. This includes using applications such as SSH, or telnet or creating another browser instance that targets these other machines on the same LAN. The VPN session ends when the
Live Connect
window closes or the
Stop VPN
button is selected on the
VPN
menu.
AntiMalware
- Displays the
AntiMalware
status of the managed machine, if installed.
Antivirus
- Displays the
Antivirus
status of the managed machine, if installed.
Data Backup
- If
Data Backup
is enabled for the managed machine, you can use this menu to:
Run backups immediately.
Restore selected backups, directories and files, but only to the same machine.
Display the status and history of backups.
Discovery
- Displays the
Network Discovery
status of the machine, if installed.
Plugin Manager
Live Connect
's enhanced functionality of the browser is managed by a plug-in manager.
Plug-in Manager Installation
- The user is prompted to install Plug-in Manager after the first logon.
Installation of the Plug-in Manager can be deferred until
Live Connect
is started for the first time.
Plug-in Updates
- IE and Firefox browsers will detect plug-ins that are out of date and automatically download them in the background. Browser restart is not required for these two browsers.
Chrome and Safari browsers also detect out of date plug-ins and automatically download them in the background, with little to no user interaction required.
7
Live Connect
Additional Notes
Access to specific
Live Connect
functions depends on access rights in System > User Roles >
Access Rights and Machine Roles > Access Rights.
All of the
Live Connect
menu options are enabled when the machine is connected to
Live Connect
.
Only
Home
,
Audit Information, Agent Data
and
Ticketing
are enabled when the machine disconnected from
Live Connect
.
You can customize the
Live Connect Home
page using System > Customize: Live Connect (page
Event Viewer
data does not depend on Agent > Event Log Settings.
If a externalLink.xml exists in the \Webpages\install directory of the Kaseya Server a
New
Ticket
link displays next to the
Help
link in
Live Connect
. Clicking the
New Ticket
link redirects users to the URL specified in externalLink.xml. See
Customized New Ticket Link
for details.
K-VNC Toolbar Options
A
K-VNC
remote control session can be started using the Remote Control > Control Machine page.
Administrators should use K-VNC for situations not supported by
Kaseya Remote Control
(page 2)
, and when a web-based remote control solution is required. Only K-VNC remote control sessions support
Session recording
or
Notify user when session terminates
settings, located on the User Role Policy and Machine Policy pages of the
Remote Control
module.
A K-VNC session provides a set of toolbar buttons to manage the remote desktop viewer. Hover the mouse over each button to display a tooltip.
8
Set Options
- Sets connection options for the current viewer session. See details below.
Show Connection Info
- Displays connection info about the current desktop viewer session.
Refresh Screen
- Refreshes the display of the desktop viewer.
Zoom Out
Zoom In
Zoom 100%
Zoom to Fit Window
Full Screen
Send 'Ctrl-Alt-Del
' - Selects CTRL+ALT+DEL on the remote machine.
Send 'Win' key as 'Ctrl-Esc'
- Selects CTRL+ESC on the remote machine.
Live Connect
Ctrl-Lock
- If on, holds down the CTRL key.on the remote machine.
Alt-Lock
- If on, holds down the ALT key on the remote machine.
Disconnect
- Disconnects the current viewer session.
Set Options
Format and Encodings
Changes to these settings apply only to the current viewer session.
Preferred Encoding
Tight (default) - Usually the best choice for low-bandwidth network connections.
Hextile - Usually the best choice for high-speed network connections.
ZRLE - Included in applet for compatibility with different VNC servers, but not required in Live
Connect.
Raw - Fastest when the server and viewer are on the same machine.
Color format
- Reduce colors for better performance over slower network connections.
Custom compression level
- Level 1-9. Default is 6.
Level 1 uses minimum CPU time and achieves weak compression ratios.
Lower levels are recommended for high bandwidth network environments.
Level 9 offers best compression but is slow in terms of CPU time consumption on the remote machine.
Higher levels recommended for low bandwidth network environments.
Allow JPEG, set quality level
- Level 1-9. Defaults is 6.
Refers to JPEG compression level.
Level 1 gives bad image quality but high compression ratios, while level 9 offers very good image quality at lower compression ratios.
Lower levels recommended for low bandwidth network environments.
Higher levels recommended for high bandwidth network environments.
Disabling recommended only if perfect image quality is needed.
Allow CopyRect encoding
- Enabled by default. Saves bandwidth and drawing time when parts of the remote screen are moving around.
Restrictions
View Only
- Disables transfer of mouse and keyboard events from the viewer to remote machine.
Disable clipboard transfer
- Disables copy/paste between viewer and remote machine.
Mouse Cursor
Track Remote cursor locally
- Remote cursor location is shown in viewer.
Let remote server deal with mouse cursor
OR
Don’t show remote cursor
- Remote cursor location is not shown in viewer. Conserves bandwidth.
Local cursor shape
Selects the shape of the local cursor when the mouse is over the viewer window.
(Other)
Request shared session
- Always checked.
9
Live Connect
Setting User Role Access Rights for Live
Connect
You can configure the functions displayed during a
Live Connect
session to VSA users using the System
>
User Roles
> Access Rights tab.
User Role Access Rights
The
Access Rights
tab in the System >
User Roles
page determines what functions VSA users belonging to a selected role can perform. For example, access rights can include whether or not a user can open, add, edit or delete a particular record.
Note:
Scopes determine whether a user can see certain user-created data structures displayed in the
VSA. Roles determine access rights to the functions that act on those data structures.
A navigation tree provides access to each module, folder, item, and control in the VSA.
Click the
or
10
hide child branches of that item.
icons next to any item in the tree to display or
Live Connect
A checked item means a role provides access to that item.
A unchecked item means a role does not have access to that item.
Click
Expand All
to expand the entire tree.
Click
Collapse All
to collapse the entire tree.
Click
Set Role Access Rights
to change access rights for a role.
Checking or clearing any checkbox sets the same state for any child items.
Click
Enable All
to enable all items.
Click
Disable All
to disable all items.
Setting User Role Access Rights for Live Connect
A separate
Live Connect
module is listed along with other modules in the
Access Rights
tab tree. You can set different combinations of access rights for each user role and assign them to different populations of VSA users.
Note:
The access rights displayed for a role are determined by the roletypes assigned to that role. See
System > User Roles for more information about role types.
Multiple User Role Home Tabs
If more than one
Home
tab is defined using the System > Customize >
Live Connect
page, then both
Home
tabs display in the System > User Roles >
Access Rights
tab tree, underneath the Live Connect >
Home
menu checkbox. For example, you might have two
Home
tabs, one called Home and a second one called Resources. You can enable or disable one or more home pages in the
Access Rights
tree for each user role. This affects the
Home
tabs displayed to the different populations of VSA users using these user roles. See Customize:
Live Connect
for more information.
Customize: Live Connect
System > Customize > Live Connect
The
Customize: Live Connect
page customizes
Home
tabs that display in the
Live Connect
and
Portal Access windows. You can create multiple, customized
Home
tabs and save them by name.
These
Home
tabs are enabled for a particular role by checking the checkbox underneath Live Connect
> Home in:
System > User Roles > Access Rights
System > Machine Roles > Access Rights
Note:
You can download a Live Connect PDF from the first topic of online help.
You can customize three sections on the default
Home
page.
Portal Header
- Customize the text and image displayed at the top of the
Home
tab.
11
Portal Access
Agent Procedures
- Provide a customized list of agent procedures that the user can run immediately from this tab.
Custom Links
- Provide a customized list of URLs that the user can click using this tab. For example, you could provide a URL to a website page providing technical information used to troubleshoot problems on managed machines.
Make available to All Tenants
If checked, this Home page can be added to user roles and machines roles on all tenant partitions. This option only displays for master role users.
Customized New Ticket Link
To customize
New Ticket
links on the
Live Connect
page, fill out the externalLink.xml file as described in the comments section of the XML below. To activate the new ticket link, place the externalLink.xml file in the \WebPages\install\ directory of your Kaseya Server.
<?xml version="1.0" encoding="ISO-8859-1" ?>
< externalLinks >
<!--
URL STRING SUBSTITUTIONS: The URL string displayed is associated
with a particular machine ID. The string is searched for the following
case sensitive values and substituted for the values below.
machineNameVal - the machine name for the active machine is substituted
in the URL string.
groupNameVal - the group name for the active group.
-->
< ticketLink displayName =" Ext Ticket " url =" http://192.168.212.52/?mname=machineNameVal&gname=groupNameVal "/>
</ externalLinks >
Portal Access
Portal Access is a
Live Connect
session initiated by the machine user. The machine user displays the
Portal Access
page by clicking the agent icon
12
on the system tray of a managed machine.
Portal
Access
contains machine user options such as changing the user's contact information, creating or
Portal Access
tracking trouble tickets, chatting with VSA users or remote controlling their own machine from another machine.
Portal Access
logons are defined using Agent > Portal Access. The function list the user sees during a
Portal Access
session is determined by the System > Machine Roles page. You can customize
Portal Access
sessions using the System > Customize >
Live Connect
page. Both the
Live
Connect
and
Portal Access
plug-in installers can be pre-installed using the Agent > Update Agent page.
Setting Machine Role Access Rights for Portal
Access
Machine Roles
The
Machine Roles
page controls access to the
Portal Access
window.
The Default Machine Role
A predefined
Default machine role is provided when the VSA is installed. Newly created machine ID accounts are automatically assigned to the
Default machine role when the account is created. If you create other machine roles, you can re-assign machine ID accounts to these other machine roles. You might want to do this if you want to limit machine user access to functions on the
Portal Access
page for different populations of machine users. Each machine ID account can only belong to a single machine role.
Machine Role Access Rights
The
Access Rights
tab in the System >
Machine Roles
page determines what functions machine users can perform on machines belonging to a selected machine role. For example, access rights can include whether or not a machine user has access to their own machine remotely from another machine.
A navigation tree provides access to each item and control on the
Live Connect
page.
13
Portal Access
Click the
or
icons next to any item in the tree to display or hide child branches of that item.
A checked item means a machine role provides access to that item.
A unchecked item means a machine role does not have access to that item.
Click
Expand All
to expand the entire tree.
Click
Collapse All
to collapse the entire tree.
Click
Set Role Access Rights
to change access rights for a machine role.
Checking or clearing any checkbox sets the same state for any child items.
Click
Enable All
to enable all items.
Click
Disable All
to disable all items.
Setting User Role Access Rights for Live Connect
A single
Live Connect
module is listed in the
Access Rights
tab tree of System >
Machine Roles
. You can set different combinations of access rights for each machine role and assign them to different populations of machine users.
14
Portal Access
Note:
The access rights displayed for a role are determined by the role types assigned to that role. See
System > Machine Roles for more information about role types.
Multiple Machine Role Home Tabs
If more than one
Home
tab is defined using the System > Customize >
Live Connect
page, then both
Home
tabs display in the System > Machine Roles >
Access Rights
tab tree, underneath the Live
Connect >
Home
menu checkbox. For example, you might have two
Home
tabs, one called Home and a second one called Resources. You can enable or disable one or more home pages in the
Access Rights
tree for each machine role. This affects the
Home
tabs displayed to the different populations of machine users using these machine roles. See Customize:
Live Connect
for more information.
Accessing Portal Access Remotely
Agent > Portal Access
The
Portal Access
page defines the logon name and password, by machine ID, required to use
Live
Connect
as a machine user remotely. A
Live Connect
session run by a machine user is called
Portal
Access
. The functions displayed using
Portal Access
are determined by the System > Machine Role >
Access Rights tab.
Note:
Both the Live Connect and Portal Access plug-in installers can be pre-installed using the Agent > Update
Agent page.
Accessing Portal Access Locally
Machine users do not have to logon to
Portal Access
locally. Clicking the agent icon in the system tray of their machine initiates the
Live Connect
session without having to logon.
Accessing the Portal Access Logon Page Remotely
A user can display the
Portal Access
logon page for their own machine from another machine as follows:
1. Browse to the http://your_KServer_address/access/ page, substituting the appropriate target KServer name for your_KServer_address in the URL text.
Note:
This is the same page that VSA users use to logon to the VSA.
2. Logon by entering the user name and password assigned to machine user's machine ID. This user name and password is specified using the Agent >
Portal Access
page in the VSA.
The
Portal Access
page displays. The machine user can click any menu option as though he or she were logged in from their own managed machine. The user can click the
Desktop
or
File Transfer
menu options to initiate a remote connection to their own machine, create or view ticket, or initiate a chat, if these options are enabled.
A
Log Off
link displays only for machine users accessing
Portal Access
remotely from their machine.
Enabling Ticketing for Portal Access Users on
Unsupported Browsers
Live Connect
and
Portal Access
are not supported on certain browsers, such as browsers older than IE8 or Firefox 3.5. Machine users required to work with unsupported browsers can be enabled to create and view Ticketing tickets as follows:
1. Create a separate machine role for unsupported browser users in System > Machine Roles. For example, create a Tickets Only machine role.
15
Quick View
2. For the new machine role you just created, uncheck the
Live Connect
checkbox in the System >
Machine Roles > Access Rights tab.
3. Assign machines with unsupported browsers to this new machine role.
4. When machine users click their agent icon, a single
Ticketing
window displays instead of the
Portal
Access
window.
Note:
Enabling this option applies to all users using the same managed machine.
Quick View
Hovering the cursor over a check-in icon displays an agent
Quick View
window immediately. You can launch an agent procedure, view logs or launch
Live Connect
from the agent
Quick View
window. You can use
agent badges
to display
Special Instructions
text in the bottom of the the
Quick View
window.
Screen Shot
One function is unique to the
Quick View
window. Click the
Screen Shot
button to snap an image of the current desktop. You can access saved images by clicking the
Get File
folder icon in the same
Quick
View
window.
Record Desktop
Applies only to machines assigned the WinVNC remote control type. The
Record Desktop
button records the desktop without launching a remote control session.
Agent Badges
Add badges to the lower right corner of agent status icons, such as
16
Agent Badges
. These badges display everywhere the agent icon displays in the user interface. For example, you could mark a machine with a
badge to indicate the customer requires a phone call before anyone works on that machine. Or mark a server with a
17
Agent Badges
badge because you should not do anything to it until after hours.
Select one or more machines on the Agent > Edit Profile page, then click the
Icon Badge
link at the top of the page and select one of the available badges. You can define a
Special Instructions
text message for each badge. Click the
Update
button to assign the badge to selected machines.
When you hover the cursor over an agent status icon with a badge, the
Quick View
window displays the
Special Instructions
text in the bottom of the window.
18
Learning More
Learning More
PDFs are available to help you quickstart your implementation of
Virtual System Administrator™
.
They can be downloaded from the
first topic in the VSA online help
(http://help.kaseya.com/webhelp/EN/VSA/7000000)
.
If you're new to
Virtual System Administrator™
we recommend the following quickstart guides:
1. Getting Started
2. User Administration
3. Agent Configuration and Deployment
4. Remote Control Tools
5. Monitoring Configuration
6. Custom Reports
The following resources are also available.
Kaseya University
See
Kaseya University
(http://university.kaseya.com) for training options.
19
Index
A
Accessing Portal Access Remotely • 15
Agent Badges • 16
C
Customize
Live Connect • 11
Customized New Ticket Link • 12
E
Enabling Ticketing for Portal Access Users on
Unsupported Browsers • 15
K
Kaseya Remote Control • 1
K-
VNC Toolbar Options • 8
L
Learning More • 19
Live Connect • 3
P
Portal Access • 12
Q
Quick View • 16
S
Setting Machine Role Access Rights for Portal Access •
13
Setting User Role Access Rights for Live Connect • 10
Index
21
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