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Starting a Remote Support Session

We start a remote support session (RDS) by clicking the (Help) button on the form in PANTHEON™and select option Remote support from the menu.

WARNING

To use this function, we must be connected to the INTERNET (the computer from which we are working must be connected to the World Wide Web).

 

CASE SUMMARY

The person responsible wants to contact remote support. This is done in the following steps:

  1. Choosing Remote support help
  2. User server to start support
  3. Waiting for a free remote support specialist
  4. Starting the session

 

1. Choosing Remote support help

The person responsible is located somewhere in PANTHEON.

The person responsible selects option Remote support from the menu list in the toolbar, by clicking the (Help) button.

2. User server to start support

PANTHEON redirects the person responsible to the user server and displays a page for starting remote support.

In the Cause/Reason field, the person responsible enters the reason for requesting RDS and clicks the Start button.

3. Waiting for a free remote support specialist

The server redirects to a new page where the person responsible waits for the support specialist to answer.

If the support specialist does not answer within 15 minutes, the request will be rejected.

Alternatively, the person responsible can cancel the support request by clicking the Cancel support request button.

4. Starting the session

When the support specialist answers, the server redirects the person responsible to a new page:

The person responsible clicks the Click the button and start working.

A new window appears where the person responsible and the support specialist start a remote support session.

 

RELATED TOPICS:

Basic concepts and guidelines

PANTHEON windows and forms

Help

 


 

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