{"id":86994,"date":"2020-07-02T07:42:09","date_gmt":"2020-07-02T05:42:09","guid":{"rendered":"https:\/\/prohoster.info\/blog\/administrirovanie\/pryachem-rdp-i-bystro-pomogaem-polzovatelyam"},"modified":"2020-07-02T07:42:09","modified_gmt":"2020-07-02T05:42:09","slug":"pryachem-rdp-i-bystro-pomogaem-polzovatelyam","status":"publish","type":"post","link":"https:\/\/prohoster.info\/en\/blog\/administrirovanie\/pryachem-rdp-i-bystro-pomogaem-polzovatelyam","title":{"rendered":"We hide RDP and quickly assist users","gt_translate_keys":[{"key":"rendered","format":"text"}]},"content":{"rendered":"

Dear reader! We are eager to introduce you to a unique and useful feature of our IT infrastructure management system that makes diligent users happy while leaving lazy ones and absentees unhappy. For more details, we invite you to read on.
\n<\/a><\/noindex>
\nWe have already detailed the features of development (1<\/a><\/noindex>, 2<\/a><\/noindex>), the main functionality<\/a><\/noindex> of Veliam and separately about monitoring<\/a><\/noindex> in previous articles, saving the most interesting for later. Today we will discuss remote access for both users to their computers and terminals, as well as tech support staff to users. <\/p>\n

Veliam's approach to providing remote access<\/h2>\n

\nTraditionally for our product, the focus is on ease of setup and use. The product is ready to operate immediately after installation and requires no prior configuration or fine-tuning.<\/p>\n

We simply provide the user with one file to connect to the remote resource. For convenience, we call it Veliam Connector<\/strong>. This is an executable file, after launching which the user enters their credentials and connects to wherever it is set in the connector. Details about the working principle are explained in the second part of the article on system development. <\/p>\n

The connection happens through our cloud and does not require VPN setup, port forwarding, or any other similar technical solutions. We take these hassles off the user's hands. We explain in detail how this all gets organized. <\/p>\n

Remote access for regular employees<\/h2>\n

\nSo, let's imagine we have a terminal server where users connect to work in 1C. Separately, we have the accountant's and lawyer's computers. They do not want to work entirely in the terminal; instead, they prefer to connect remotely to their work computers in the office. <\/p>\n

We need to provide all categories of users with remote access to the resources. We go to the Veliam client, from which the system is managed. We navigate to the Remote Access section and create the necessary connections. <\/p>\n

Everything is quite simple. To set up a remote connection, it is enough to specify the monitoring server through which the connection will be made and the address of the terminal server. It must be network-accessible from the monitoring server. <\/p>\n

\"We
\nYou can choose not to specify a password, as the user will enter their credentials directly on the server at the moment of RDP connection. In this case, the password restricts the initialization of the connection through the cloud, providing additional protection for the connection.<\/p>\n

An additional useful feature is that you can immediately set an expiration date for the configured connection at the time of creation. For example, if a user goes on vacation and wants to be able to connect remotely as needed. You can set the connection to expire in 2 weeks right away. You can change this at any time or completely disable access, and the shortcut will stop working. <\/p>\n

After creating the connection, you just need to download the 'shortcut' for its use and share it with all terminal users. <\/p>\n

\"We
\nThe 'shortcut' is an executable file, and when launched, the user connects to the terminal. It looks like this.<\/p>\n

User remote connection<\/b>
\n \"We<\/p>\n

For terminal users, the shortcut can be the same, as they are connecting to the same server. Individual shortcuts need to be created for separate employees to connect to their computers. <\/p>\n

As you can see, everything is made as simple as possible. The user does not need to configure anything on their computer. Not only does this not overload their home computer or laptop with unnecessary software, but they also don\u2019t have to ask anyone for help with the setup. <\/p>\n

Remote work with Veliam is available to users with any computer and internet access. We are preparing to release a connector for the MacOS operating system soon. Currently, it only exists for Windows OS. <\/p>\n

The number of 'shortcuts' that can be created for remote access is unlimited. This means you can use this functionality completely free of charge. We would like to remind you that the system operates on a SaaS basis, and pricing depends on the number of hosts in the network added to monitoring and the number of HelpDesk users. 50 hosts and users are included in the free plan. <\/p>\n

Remote access to servers<\/h2>\n

\nWe have already discussed in the article about monitoring how to easily and quickly connect to the observed server. It\u2019s also worth mentioning in the context of this article. <\/p>\n

Convenient connection is organized not only for users but also for support staff. If you specified the credentials for remote access to the equipment in the host properties in advance, you can connect directly from the Veliam client. Just click on the host to initiate the connection. <\/p>\n

Remote connection to the server<\/b>
\n \"We<\/p>\n

Remote access to the server is also organized directly from the incident, which is automatically created when a trigger in the monitoring system is activated. Below is an example of what this looks like in practice.<\/p>\n

Remote connection to the server from the request<\/b>
\n \"We<\/p>\n

Have you ever seen such convenience organized with such simplicity? We haven\u2019t. We remind you that you can try all this functionality absolutely for free. <\/p>\n

Helpdesk system<\/h2>\n

\nLet\u2019s look separately at the HelpDesk system, which, along with quick remote access, including to the computer from the request, makes Veliam a comprehensive product for managing the entire IT infrastructure. <\/p>\n

For the HelpDesk system, you need to create support staff and system users through the client. The latter can be automatically added from AD. A role-based access model with flexible settings is used to distribute access to requests and projects for support staff. <\/p>\n

As usual, the system emphasizes simplicity and convenience for regular users. After being added to the system, they receive an email with a link to HelpDesk. <\/p>\n

\"We
\nNo login or password is needed. Access is immediate via the link. The email also includes an option to save a shortcut on the desktop for accessing the system. <\/p>\n

The request creation interface is simple and concise. Nothing excessive, while still having everything necessary. The user is satisfied.<\/p>\n

\"We
\nThere\u2019s no need to study any instructions. Consequently, support staff doesn't need to write them. A person just follows the link and immediately creates a request. Later, they receive all information about it via email. <\/p>\n

\"We<\/p>\n

Technical support's work with requests<\/h2>\n

\nThen the application goes to technical support, where a staff member with the appropriate access rights begins to work on it. <\/p>\n

\"We
\nAttention! An interesting opportunity. Support can immediately connect to the user via VNC from the application, provided that both have it installed on their systems. The staff member uses the server, while technical support uses the viewer. As usual, the connection takes place through the Veliam cloud, so there's no need to configure anything extra for network connectivity. <\/p>\n

Direct connection from the application<\/b>
\n \"We<\/p>\n

In addition, there's a standard set of features typical for a classic HelpDesk system. The application can be:<\/p>\n

    \n
  1. postponed for a certain period;<\/li>\n
  2. closed;<\/li>\n
  3. assigned to another executor;<\/li>\n
  4. moved to another project;<\/li>\n
  5. messaged to the user;<\/li>\n
  6. attached with a file, etc.<\/li>\n<\/ol>\n

    \nHere are a few more useful features that are not found everywhere, but enhance the practical usability:<\/p>\n