Rescue:Technician Console
From LogMeInWiki
Overview
The LogMeIn Rescue Technician Console is the heart of the Rescue application. From here, you facilitate issue resolution for the end users you're supporting.
The Console
The Tech Console is broken into several sections. Each is resizable, and dynamically populated based on the current actions being performed.
Session Pane
The Session pane contains the Rescue sessions currently waiting action, and allows you to create a new session.
You can click New Session to start a new private session, which you can generate a PIN code, or an email Direct Connect Link to start providing support.
If you choose the PIN code option, direct the user to LogMeIn123.com to enter in the code. The email option allows you to send the email yourself, or via the Rescue server. The email text can be configured in Admin Center > Settings
You can right click the Columns to Add or Remove columns from your view.
While in a session, the session control activate.
By default, a session is in Waiting status until you pick it up. It then becomes Active. You can put a session on Hold to come back to it later, Transfer it to another Technician, or End it when you are finished.
To better organize your active sessions, you have the ability to filter by queue as well. The queue tabs allow you to filter by All, Private, Channel, or Active sessions.
When right clicking the session, you can capture the Rescue log file from the client machine, and also copy the session details to the clipboard.
Chat Pane
The chat pane is a dynamic section that displays the chat context of the sesion you have actively selected in the session pane.
If you have more than one Rescue session active, selecting a session's chat will automatically select that session in the session pane, and collapse the chat pane of the other session(s) for easier viewing.
You also have the ability to customize and use predefined replies and URLs via the chat pane.
Desktop Pane
The desktop pane is where the core of the tools for the Tech Console reside.
Customer Desktop
The Customer Desktop section is where you can view or control the end user's desktop. This section is also where you have the option to restart the customer applet as a system service. This allows you to stay connected to them regardless of the user logon state, and to be reconnected prior to logon after a reboot. This option must be used for Windows Vista machines with UAC enabled.
File Manager
Allows you to transfer files to and from the customer machine.
System Info
An overview shot of the system info for the customer machine.
Processes
A view into the system processes (task manager) of the customer desktop.
Services
A view into the system services (services.msc).
Applications
A view into the installed applications and hotfixes on the customer machine.
Interactive User
Displays helpful information about the user currently logged in on the customer desktop.
Drivers
Displays information about the system drivers installed on the customer desktop.
Startup Displays the applications configured to start with Windows on the customer desktop.
Event Viewer
Displays event viewer details of the customer desktop.
Reboot
The Reboot section allows you several reboot options on the customer machine. You can also request credentials if the end user needs to log on to their machine to get to the Windows desktop, so they do not need to stay at the machine to do so after a reboot.
Scripts
The Scripts section allows you deploy/execute scripts on the customer machine. You can add scripts to this list via the Options menu.
Calling Card
If enabled by the admin on the Rescue account, the calling card section can be used to deploy the calling card to customers while in a remote session.
History & Notes
The history & notes section shows the session history of the machine your connected to, any notes entered in past sessions, and allows the ability to add notes to the current session.
