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Remote Assist Service (RAS)

Overview​

Remote Assist Service allows support technicians to remotely access and control a user's desktop, laptop, or workstation. This capability enables technicians to troubleshoot issues, configure settings, and perform tasks as if they were physically present at the user's location.

Scenario​

A new office for ABC Company has opened in Vietnam. Since English is used only as a second language there, most employees have difficulty communicating technical issues clearly. As a result, most computer and network problems remain unresolved.

David, based elsewhere, can take a remote session on the Vietnam office computers and resolve issues directly—saving hours of explanation and calls.

Types of Remote Sessions​

Remote Screen​

Remote Screen Access provides real-time visibility and control of the user's actual desktop screen. The technician can interact with the system as though sitting in front of it.

Initiating Remote Screen​

Remote screen access can be initiated from:

  • Inventory Menu

  • Asset Level

Example of Remote Session View​

Available Actions During Remote Screen Session​

IconDescription
Send Stored Credentials — Send stored login info even on lock screen. Also used for Admin-required tasks.
Prompt to Store Credentials — Prompts user to store login info; tests and stores it securely for session use.
Switch User — Switch between multiple user profiles on the system.
End Session — End session with options like Lock Asset / Logoff / End Session.
Display Notification — Send a notification message to the remote screen.
Save Screenshot — Save a screenshot of the remote session.
Send Keystroke — Send copied values or clipboard content, including on lock screen.
Send Clipboard — Copy content from technician’s device to remote system.
Get Clipboard — Copy content from remote device to technician’s clipboard.
Windows + R — Opens the Windows “Run” dialog for quick access.
Run Commands — Execute commands on the remote device.
Send CTRL+ALT+DELETE — Lock, Switch User, Sign Out, Task Manager, etc.
Screen Actions — Adjust quality, scaling, and frame rate.
Send Files — Transfer files from remote to technician device.
Device Actions — Reboot, safe mode, power off, wake up.
Fit Screen — Fit screen to desk aspect ratio.
Full Screen — View remote session in full screen.
Close Full Screen — Exit full screen mode.
Chat Option — Chat, call, send files, save chat logs.

Additional Session Controls​

The following table contains additional session-level controls that are crucial for full control.

IconDescription
Record Session — Record session to a file.
Custom Keystrokes — Shortcut keys for efficient navigation.
System Engineer Input — Enable/disable engineer input.
Remote User Input — Enable/disable remote user input.

Backstage Access​

Backstage access allows a technician to interact with specific subsystems without screen sharing.

It includes:

  • Command Prompt — access the Command Prompt window on the computer

  • File Explorer — access the files and folders on the computer

  • PowerShell Prompt — access the PowerShell window on the computer

Initiating Backstage Access​

Backstage sessions can also be started from:

  • Inventory Menu

  • Asset Level

Backstage Access Actions​

IconDescription
UP — Undo one step.
Select All — Select all files and folders.
Rename — Rename selected file/folder.
Delete — Delete selected file/folder.
Edit Note — Edit selected text file.
Create Folder — Create new folder.
Upload — Upload file from technician to remote system.
Download — Download file from remote system.
Cut — Cut selected file/folder.
Copy — Copy selected file/folder.
Paste — Paste copied file/folder.
Folder Zip — Zip selected folder.
Refresh — Refresh file view.
Search — Search files and folders.
Go to — Navigate to folder path.
Open — Open selected file/folder.
Sort — Sort by name, size, or date.
Send Files — Transfer files via terminal or PowerShell.

RAS Settings​

RAS settings can be configured at multiple levels:

  • Global Level (Admin only)

  • Company Level

  • Asset Level

Consent determines whether the end-user must approve a remote session. A prompt is displayed on the user's screen to Accept or Decline the session.

Consent applies to:

  • Remote Screen Sharing
  • File Explorer Access
  • Command Prompt Access

Configuration Settings​

  • Remote session should be opened with
    Choose between opening session in a new tab or new window.

  • Wait Period awaiting user consent
    Define how long the technician should wait for user approval.

  • Wait Timeout Action

    • Force Login — Technician can proceed without user consent.
    • Terminate Login — Ends the remote session attempt.

  • Session Timeout
    Set inactivity timeout for auto-disconnection.

  • Session Cancelled Action
    Define what happens on the user's computer after the technician ends the session.