User manual LOGMEIN ADMINISTRATION CENTER

[. . . ] With Rescue, you can gain control of a remote PC, Mac, or smartphone over the web in seconds, without the need to pre-install software. Multi-session handling, Instant chat, technician collaboration and more help reduce escalations to level 2 support and solve more issues on the first call. Advanced diagnostic, collaboration and reporting tools accelerate problem identification and resolution. Diagnostic tools, device history and remote device configuration help technicians resolve more issues remotely and reduce unnecessary returns. [. . . ] Click Save changes to subgroups to apply the settings to the current Technician Group and all of its subgroups. Click Save settings to all groups to apply the same settings to all Technician Groups in your organization. 6. How to Set Default Email Text for Private Sessions Set the default email subject, body, and signature to be used by technicians when connecting to Rescue and Rescue+Mobile customers via email. On the Organization Tree, select the Technician Group you want to work with. Option Connection email subject Connection email text Connection email signature Description The default subject line of all session connection emails. · · · Click Save changes to apply settings to the current Technician Group. Click Save changes to subgroups to apply the settings to the current Technician Group and all of its subgroups. Click Save settings to all groups to apply the same settings to all Technician Groups in your organization. 36 LogMeIn Rescue Administration Center User Guide Setting up Custom Fields How to Name Custom Fields Set the name of various fields that appear in the Applet and Technician Console. On the Organization Tree, select the Technician Group you want to work with. Option Name for name field Name for custom fields Description This field is used as a primary session identifier. Some organizations may want to use an employee number or ID code instead of a given name. Technicians with permission to use Inline Editing of Queue will be able to edit the values entered in these fields during a session. 4. Field values are entered by the customer for Channel sessions; by the technician for Private. Figure 3: Simple Channel Form showing unedited Custom Fields Remember: The default language used by the Administration Center Organization Tree, channel names, and Custom Fields on the Global Settings tab is set according to the language used at the time when you register for a LogMeIn Rescue account. This feature protects your Custom Fields and Organization Tree entity names from unwanted changes. Copyright © 2010 LogMeIn, Inc. 37 How to Enable Custom Fields for Private Sessions Custom Fields appear in the Technician Console on the Create New Session dialog box. On the Organization Tree, select the Technician Group you want to work with. Under Custom Fields (Private Sessions), choose from the following options: · · · · Select Enabled to activate a Custom Field. It will be displayed on the Create New Session dialog box Select Mandatory for each field that must be completed by the technician before a new session can be generated Select Open text if you want technicians to be able to enter any text in the field's text box (up to 64 characters) Select Drop-down to add a drop-down list and choices to a field 4. · · · Click Save changes to apply settings to the current Technician Group. Click Save changes to subgroups to apply the settings to the current Technician Group and all of its subgroups. Click Save settings to all groups to apply the same settings to all Technician Groups in your organization. 38 LogMeIn Rescue Administration Center User Guide Setting up Remote Control Defaults How to Set up Screen Recording 1. On the Organization Tree, select the Technician Group you want to work with. Under Screen Recording, select from the following options: Option Forced screen recording Description Choose this option to record all Remote Control and Desktop Viewing sessions conducted by members of the selected Technician Group. Allow Remote Control when Choose this option if you want technicians to be able to run Remote Control screen recording cannot be sessions even if a recording of the session cannot be saved. [. . . ] Click Save settings to all groups to apply the same settings to all Technician Groups in your organization. Integrating Rescue with Other (CRM) Systems LogMeIn Rescue Integration Services offer you the ability to access your remote support session data through a set of standard web services. 64 LogMeIn Rescue Administration Center User Guide Service options can be called via SOAP and also both HTTP GET and POST methods, making it easy to integrate with your external applications and systems. Login authentication, remote session creation, and session data retrieval are just a few of the available API calls. For more information, see the Integration Services Guide (available in English only). Support Statement Integration with any platform via an API requires development. [. . . ]