Take control of an asset using IBM Endpoint Manager for Remote Control

If Remote Diagnostics is enabled, you can take control of remote workstations or servers, called target systems, to analyze and solve problems.

About this task

The Remote Diagnostics tool is an integrated feature of IBM IBM Control Desk that is based on the IBM® Endpoint Manager for Remote Control, version 9.1.0 product. If Remote Diagnostics is enabled, you can take control of a remote system identified in the Asset or Configuration Item field on a ticket record, run commands and applications on that system, transfer files, and perform other tasks. Your session is automatically recorded. If enabled by an administrator, the recorded session is automatically uploaded and added as an attachment to the ticket record.

To take control of an asset or CI:

Before you begin

If you have a Deployed Asset associated with the Asset and the following classification set: IT/NETWORK DEVICE, the Asset IP address/hostname is automatically populated in the IBM Endpoint Manager for Remote Control Server Address field. Otherwise, the IP address for the CI or Asset must be set manually in the IBM Endpoint Manager for Remote Control Server Address field.

Procedure

  1. Ensure that the record is saved before launching Remote Diagnostics.
    If the record is not saved, an error occurs when the session recording is uploaded to the ticket.
  2. Click the Detail Menu Detail Menu icon > Remote Diagnostics next to the Asset or Configuration Item field.

    The Remote Diagnostics window is displayed with a view of the target system. A message asks the owner of the target system to grant control.

  3. Perform tasks as needed on the target system.
  4. When you are finished working on the target system, click the Disconnect icon on the Remote Diagnostics window to end the session.

    If the upload feature is enabled, a video recording of the session is automatically uploaded and added to the ticket record as an attachment. The Attachments Attachments icon icon turns yellow to indicate that the recording has been uploaded.