Providing Help Desk Support, Requesting Help | Apple 3 specs

Providing Help Desk Support

When a user is having trouble, Apple Remote Desktop provides several ways to interact with the user and his or her computer to diagnose and fix the problem.

Administrator computer

Use text chat

Copy items

Control, observe, and share screens

Marketing department

Engineering department

Requesting Help

A user can discreetly notify you of a problem by sending a request for help using an Apple Remote Desktop text message.

Users initiate requests using the commands in the menu that appears when they click the Apple Remote Desktop icon in the menu bar. A notification on the administrator computer alerts you to the message, and you can use several techniques to obtain more information and troubleshoot the problem.

Chatting with the User

Conduct two-way Apple Remote Desktop text communication with the user to obtain more information.

Screen Monitoring

Use Apple Remote Desktop to observe the user’s screen if you need more details to understand the problem.

Chapter 1 Using Apple Remote Desktop

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Apple 3 manual Providing Help Desk Support, Requesting Help, Chatting with the User, Screen Monitoring

Contents

Administrator’s Guide Apple Computer, Inc Apple Computer, Inc. All rights reserved Contents Using Local Accounts Administrator ComputerUnderstanding and Controlling Access Privileges Apple Remote Desktop Administrator Access Switching Between Control and Observe Modes Setting Up the Network and Maintaining SecuritySetting Up the Network Remote Desktop Authentication and Data Transport Encryption Enabling a Task Notification Script Administering Client ComputersUsing the Task Feedback Display Keeping Track of Task Progress and History 161 Icon and Port Reference Client Status Icons Appendix a Index Appendix BAppendix C Appendix D About This Book What Is Apple Remote Desktop? Notation Conventions Using This GuideRemote Desktop Help Terminal Command Conventions Where to Find More Information About Apple Remote Desktop Preface About This Book Administering Computers Using Apple Remote Desktop Using Apple Remote Desktop Deploying Software Distributing Installer Packages Using NetBoot Images Using Network Install Images Distributing Drag-and-Drop Applications Using Unix Shell ScriptsVerifying Installations Distributing Preference Files ARD SQL Taking Inventory Software Version Report Administration Settings ReportFile Search Report Spotlight File Search Generating Your Own Reports Application Usage ReportNetwork Test Report Housekeeping Managing Power State Supporting Users Screen Monitoring Providing Help Desk SupportRequesting Help Chatting with the User Deploying New Software or Files Using ReportsScreen Controlling Screen Sharing Sharing Screens Using Text MessagesInteracting with Students Monitoring Student Computers Finding More Information To learn more about See information for Starting on Remote Desktop Human Interface Guide Getting to Know Remote Desktop Getting to Know Remote Desktop Remote Desktop Main Window Getting to Know Remote Desktop ABG Task Dialogs C D E F G HI Control and Observe Window HA B CI Multiple-Client Observe Window DEF Report Window To change what information is displayed Changing Report Layout To open the Preferences window Configuring Remote DesktopCustomizing the Remote Desktop Toolbar To customize the application toolbar Computers can be selected from any window Interface Tips and Shortcuts Saved Tasks and Task Templates save you time Drag and drop works on configuration dialogsMaking lists from reports or other lists System Requirements for Apple Remote Desktop Administrator and client computersNetBoot and Network Install optional Network Requirements Installing the Remote Desktop Administrator Software Upgrading the Remote Desktop Administrator Software Upgrading the Client Software Method #1-Remote Upgrade Installation To manually upgrade the client software Method #2-Manual InstallationUpgrading Apple Remote Desktop Clients Using SSH To create the client installer Creating a Custom Client InstallerTo upgrade existing client software using SSH Installing Apple Remote Desktop Removing or Disabling Apple Remote Desktop Uninstalling the Administrator SoftwareTo remove the administrator software Considerations for Managed Clients Disabling the Client Software To disable the client software on a client computer To uninstall client software Uninstalling the Client Software from Client Computers Computer Lists To search for clients on the local network Finding Clients by Searching the Local NetworkFinding Clients by Searching a Network Range To search for a specific address Finding Clients by Network AddressTo search a range of network addresses To make a custom search list Finding Clients by File ImportMaking a New Scanner To import a list of computers from a file About Apple Remote Desktop Computer Lists Making and Managing Lists To create an Apple Remote Desktop computer list Creating an Apple Remote Desktop Computer ListDeleting Apple Remote Desktop Lists Creating a Smart Computer List To create an list of computer lists Editing a Smart Computer ListTo create a smart computer list To edit a smart computer list To transfer the computer lists Importing and Exporting Computer Lists To transfer the computer lists To transfer the computer lists Apple Remote Desktop Administrator Access Access Privileges Select To allow administrators to To set administrator privileges on a computer Method #1 Creating Administrator Access GroupsTo create an administrator access group Understanding and Controlling Access Privileges Understanding and Controlling Access Privileges Method #2 Apple Remote Desktop Guest AccessEnabling Directory Services Group Authorization To enable Apple Remote Desktop authorization by group Limiting Features in the Administrator Application Apple Remote Desktop Nonadministrator AccessTo allow guest access To enable User Mode Virtual Network Computing Access To allow VNC access Command-Line SSH AccessManaging Client Administration Settings and Privileges To change administrator privileges on each computer Getting an Administration Settings ReportChanging Client Administrator Privileges To get an administration settings report Understanding and Controlling Access Privileges Setting Up the Network Setting Up the Network Maintaining Security Setting Up the Network and Maintaining Security Maintaining Security Getting the Best Performance User Privileges and Permissions Security Administrator Application SecurityPassword Access Security Encrypting Observe and Control Network Data Remote Desktop Authentication and Data Transport EncryptionPhysical Access Security To set a default encryption preference for file copies To enable Observe and Control transport encryption Interacting with Users Controlling Apple Remote Desktop Clients Controlling To control an Apple Remote Desktop client Control Window Options Sharing Control with a User Switching Between Control and Observe ModesTo switch between control and observe modes To switch between complete control and shared mouse modes Capturing the Control Window to a File To switch between standard control and curtain modesTo switch between full screen and in-a-window modes Hiding a User’s Screen While Controlling To control a VNC client computer To share clipboard content with the clientSharing Clipboards for Copy and Paste Controlling VNC Servers Apple Remote Desktop Control and the PC’s Ctrl-Alt-Del Setting up a Non-Mac OS X VNC ServerBasic steps are To designate a display to control To set a custom VNC port when adding a computer by addressVNC Control Options To set a custom port on an existing computer list member Observing To configure a client to accept VNC connections Getting More Information on Observed Clients Dealing With Many Client Screens To change your observe settings Changing Observe Settings While Observing To view a user’s account picture Changing Screen Titles While ObservingViewing a User’s Account Picture While Observing To change your observe window titles Icon Indicates To observe a single computer Shortcuts in the Multiple Screen Observe WindowObserving a Single Computer To show system status in the observe window To observe multiple computers To observe using DashboardObserving Multiple Computers Observing a Computer in Dashboard To send a one-way text message Sending MessagesSending One-Way Messages Interactive Chat To view attention requests Sharing ScreensViewing Attention Requests Sharing a Screen with Client Computers Monitoring a Screen Sharing Tasks Interacting with Your Apple Remote Desktop AdministratorRequesting Administrator Attention To request administrator attention Changing Your Observed Client Icon Canceling an Attention RequestTo cancel an attention request To change your login icon Keeping Track of Task Progress and History Administering Client Computers Enabling a Task Notification Script To enable a task notification script Stopping a Currently Running Task Using the Task Feedback DisplayGetting Active Task Status To get status on a completed task Getting Completed Task HistorySaving a Task for Later Use To stop a currently running task To apply a task template Creating and Using Task TemplatesTo create a task template To edit a saved task Installing Software Using Apple Remote DesktopInstalling by Package and Metapackage Editing a Saved Task To copy and install software using a .pkg file To install software on offline clients Installing Software on Offline Computers To install software with third-party installers Installing by Using the Copy Items CommandUsing Installers from Other Companies To install software by copying Upgrading Software To upgrade software on client computers Copying Files Copy Options To copy items to clients Copying from Administrator to ClientsMore Options When the Item Already Exists Post-Copy Action To copy items from the Finder to a client Copying Using Drag and DropTo copy items from a client to the administrator’s computer Copying from the Finder to a Client Restoring Items from a Master Copy To restore files using the Copy Items command Collecting Report Data Creating Reports To set up a Task Server, you need to Using a Task Server for Report Data Collection Report Database Recommendations and Bandwidth Usage Generating a User History Report Auditing Client Usage InformationSystem Report Size To generate an Application Usage report To generate a User History reportGenerating an Application Usage Report Finding Files, Folders, and Applications Using Spotlight to Find ItemsTo search for software items using Spotlight To search for software items Generating a File Search Report Generating a Software Difference Report Comparing SoftwareGenerating a Software Version Report To generate a Software Version report To get a basic System Overview report Auditing HardwareTo generate a Software Difference report To generate a Storage report Getting Serial NumbersTo generate a serial number report Getting Storage Information Getting USB Device Information Getting FireWire Device InformationTo generate a FireWire Devices report To generate a Network Interfaces report To generate a USB Devices reportGetting Network Interface Information Getting PCI Card Information Getting Memory InformationTo generate a Memory report Evaluating the Network Test Report Testing Network ResponsivenessTo generate a PCI Cards report To generate a Network Test report To export a report Exporting Report Information Using Report Windows to Work with Computers To delete an item from a client Maintaining SystemsDeleting Items To set the startup disk Setting the Startup DiskEmptying the Trash To empty the Trash To rename a computer Renaming ComputersSynchronizing Computer Time To synchronize client computer clocks Setting Computer Audio VolumeTo set a computer’s audio volume To add an application or other item to the Dock Repairing File PermissionsAdding Items to the Dock To repair a computer’s file permissions To change the Energy Saver preferences Changing Energy Saver Preferences To change the Remote Login sharing preference Changing Sharing Preferences for Remote LoginSetting Printer Preferences To set up printer preferences using Send Unix Command To set up printer preferences using Copy Items Opening Files and Folders Managing Computers To open an application Opening ApplicationsTo open an item To put a computer to sleep Quitting Applications Without Logging Out the UserPutting a Computer to Sleep To quit an open application To wake a computer Waking Up a ComputerLocking a Computer Screen To create a custom locked screen picture Displaying a Custom Picture on a Locked ScreenUnlocking a Computer Screen To lock a computer screen To log in a user Logging In a User at the Login WindowTo disable a computer screen while you work Disabling a Computer Screen To restart a computer Logging Out the Current UserRestarting a Computer To log out a user To shut down a computer Shutting Down a Computer Send Unix Command Templates Unix Shell Commands Template sub-menu Template name Executing Shell Scripts with Remote Desktop Executing a Single Unix CommandExecuting Scripts Using Send Unix Command To execute a single Unix command To send and execute an AppleScript To execute an AppleScript using the Send Unix CommandTo copy and execute a script Executing AppleScripts with Remote Desktop Using networksetup Built-in Command-Line Tools Few of the capabilities of networksetup are listed below Few of the capabilities of systemsetup are listed below Using systemsetup 150 Shut down the Apple Remote Desktop Agent process Using kickstart Automating Functions Setting the Client’s Data Reporting Policy To set a client’s data reporting policy Creating a Template Data Reporting Policy To set the default data reporting policy template To schedule a task Setting Scheduled TasksScheduled Tasks To set the Task Server location Deleting Scheduled Tasks Using AppleScript with Remote DesktopEditing Scheduled Tasks To edit a task schedule Add v Add a computer to a task Using the Remote Desktop AppleScript DictionaryRemote Desktop’s AppleScript Basics Computer list n inh. item a list which holds computers Sample AppleScript To access the full AppleScript dictionary for Remote Desktop Using Automator with Remote Desktop 160 Appendix Apple Remote Desktop Status Icons Task Status Icons List Menu Icons System Status Icons Detailed System Status Icons Basic Port Protocol Function TCP and UDP Port Reference System Overview Report Report Field Definitions Reference B 166 167 HFS, HFS+, UFS Storage Report PCI Cards Report FireWire Devices ReportUSB Devices Report Memory Report Network Interfaces Report 171 Network Test Report Administration Settings Report User History Report Application Usage Report Remove v Remove a computer from a task Control v Start a control session with the computerExecute v Executes a task Observe v Start an observation session Computer n inh. item a physical computer Elements Contained by application Message Unicode text Message to display on the screens Restart task n inh. task item Restart the target computers Wake up task n inh. task item Wake up the target computers Shutdown task n inh. task item Shutdown the target computers Sample list of system information table Sample list of main database schema Sample list of table from one computer Sample list of property names Index 183 184