a lightweight remote support program intended primarily for help
desks and support engineers to diagnose and fix client problems without the
need of any external dependencies. Assist On-site is based on the IBM
Tivoli Remote Control technology. A
On-site has been developed specifically to meet functionality,
security, and privacy
requirements of IBM and IBM clients. Support engineers and their clientscan run it on various platforms. It currently has a native version
for the 32
and generic Linux®
operating systems. Assist
On-site uses IBM AES MARS encryption, NTLM authentication, and IBM intranet
authentication for IBM support engineers. Assist On-site can also
Access Transformation Services emulator sessions for computers
You can easily Access Assist On-Site from the IBM Support Portal by selecting Troubleshooting from the choose your task menu on the left of the page and then select Assist On-Site from the Troubleshooting portlet on the right of the Troubleshooting page.
of IBM’s Tivoli Assist On-Site tool provides the following
is turning around PMRs quicker
problems are resolved faster, lowering TCO and increasing customer
has less travel and increased global reach
Release 3.2 earlier this year, has some enhancements which client will find valuable.
Lights-Out session support:
An AOS session can be configured to be established on an unattended
system at the customer end. The
customer can configure the service URL, users, AOS team that may
access his machine in an unattended mode. He can also configure the
availability in weeks, days, hours of the day to promote remote
third party collaboration:
a successful session is established between and support engineer and
the customer an additional partner or customer representative can be
added to the same AOS session to help diagnose the problem.
for z/Linux agent
is added for the NTLM authentication protocol used in various
Microsoft network protocol implementations. When customer connect
using Assist On-site utility, an NTML proxy authentication dialog
will appear for customer who have NTLM where customers should enter
their windows domain, user, and password to authenticate.
selection of best performing relay server:
When the remote server Utility is started on the customers machine
AOS will now select the most responsive relay server and detect
additional authentication types(NTLM)
server failover support:
master server for failover support has been added as a backup server
(aosback.us.ihost.com) which can be used in case of failure of the
main aos server
bug fixes: The AOS status
window has now changed to make it easy for the customer to switch
between view only mode or shared control mode
menu of options (formerly in the bottom right icon tray in windows)
are now available to the customer on the AOS status dialog
to start the remote support utility?” instruction as seen by the
customer are now translated in multiple languages. The browser
locale is used to determine which language should be used.
So the next time you are working through issues in a PMR and having trouble describing to your support rep exactly what's happening, try Assist On-Site and help them see what you see.
Thanks to Preeti Kulkarni for the content for this article.
Stay tuned and stay connected: follow this blog
, follow ibm_eSupport on Twitter
, or subscribe to the IBMElectronicSupport Channel on YouTube