Sending a remote session request for TeamViewer attended access

The secure TeamViewer attended access enables the administrator to take control of devices based on user approvals. Attended access requires users to grant access and start the supporter link to join the session.

Before you begin

Ensure that the TeamViewer QuickSupport app is installed on all devices.

About this task

MaaS360® uses the TeamViewer QuickSupport app to initiate a securely attended remote session on the device. The following example applies to an Android device, but the steps are also relevant for iOS, macOS, and Windows devices.

Note:

iOS devices only support remote view.
The Android devices that support remote control are listed at https://community.teamviewer.com/t5/Knowledge-Base/IBM-MaaS360/ta-p/34499#toc-hId-411184760. Note: Remote view is supported on devices that are not listed.

Follow these steps to initiate TeamViewer attended access on devices.

Procedure

From the IBM® MaaS360 Portal Home page, select Devices > Inventory.
Do one of the following.
- In the List view, hover over the More option that is located under the device and then select Initiate Remote Support.
- In the Detail view, select More > Initiate Remote Support.
A confirmation message is displayed.
Click Continue.
The following remote session links are generated.
- Administrator's link: Starts the session for the administrator in the TeamViewer console.
- User's link: The remote session link is sent to the user device and also mailed to the corresponding email address.
Open the administrator link with the TeamViewer client on your Windows or macOS machine.
The remote session is initiated when the user approves remote access and starts the remote support link on the device.