If you offer help services, the Help Request function should be set up on both Guest and Host before Host users can request help from your help service.
You also need to specify the communication profile or profiles to be used.
1. | On the Tools menu, select Program Options. |
2. | Click the Help Request tab. |
3. | Select the Enable Help Request check box. |
4. | On the Help Service tab, select the Enable Help Service check box. |
In one of the Help Service fields below, specify the name of your help service. You may have more than one help service.
If you have an extended Guest, you see two more sub-tabs on the Help Request tab.
Service Tickets tab
The Service Tickets tab enables an extended Guest to service help requests by a service ticket number. Service tickets are used for Netop Remote Control and Netop OnDemand Remote Control (1.74 and earlier versions).
1. | Select the Enable Service Tickets check box to enable use of service tickets to service help requests by a service ticket number. |
2. | In the Service Ticket Format field enter a service ticket format using any character plus the control characters #, @, and *. |
# produces a number (0-9), @ produces a letter (A-Z), and * produces a number or a letter (0- 9, A-Z), for example @##-****. On the Help Request tab in the Guest window, this generates service tickets that look like this: JK50-M3SR.
Note
The service ticket generated from this can only be used once, after which a new ticket will be generated.
3. | In the Number of auto generated Service Tickets field specify the number (0-3, 0 = manually) of service tickets to be auto-generated. |
WebConnect tab
The WebConnect tab enables an extended Guest to service help requests by a WebConnect ticket. WebConnect tickets are used for Netop OnDemand Remote Control 2.0 and later versions.
1. | Select the Enable WebConnect tickets check box to enable use of WebConnect tickets. |
2. | In the WebConnect Ticket field enter anything that you want to use as a WebConnect ticket for identification purposes during a help request session using WebConnect, for example an email address, a name, or a keyword, for example Security Server. |
3. | Select a communication profile in the WebConnect Communication Profile list. |
The WebConnect communication profile contains the credentials and the Connection Manager URL to be used for the WebConnect connection.
The profile itself should be defined in the Setup Wizard or in Program Options > Communication Profiles before you can select it here. One or more WebConnect profiles can be defined in Communication Profiles.
4. | In the Update interval field, specify how often the Netop Guest should communicate with WebConnect and check for new tickets. Specify an interval in seconds. |
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5. | Click OK to close the Program Options dialog box. |
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1. | On the Tools menu, select Program Options. |
2. | Click the Help Request tab. |
3. | In the Help provider field, enter the name of a help service provider. |
4. | Specify the communication profile that should be used for the connection. |
Select one of these options:
Use current Host communication profiles
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Select this option to send help requests using communication profiles enabled in Tools > Communication Profiles.
If you have enabled more than one communication profile, or if you have enabled only communication profiles using networking communication devices, the Select Help Request Communication Profile dialog box will be displayed when requesting help.
Select a communication profile.
You can only use TCP/IP, if Guest and Host are on the same network.
If Guest and Host are not on the same network, select for example LAN (TCP) or Internet (TCP). You must then also specify the Guest IP address.
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Use specific Communication Profile
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Select this option to use a specific communication profile. Select one of the available Host communication profiles in the drop-down list.
You can only use TCP/IP, if Guest and Host are on the same network.
If Guest and Host are not on the same network, select for example LAN (TCP) or Internet (TCP). You must then also specify the Guest IP address.
You can specify the IP address at this point in the Advanced Help Request Options, if you prefer. Otherwise, the Host user will be prompted for the IP address when requesting help. The latter allows the Host user to specify different addresses and thereby contact different supporters when requesting help.
Advanced Help Request Options
1. | Click the Advanced button. |
The Advanced Help Request Options dialog box is displayed.
2. | In the Phone number or IP address field enter the IP address of the Guest. |
You can also change the Help request timeout if not answered setting, if necessary.
3. | If requesting help through a Guest network Netop Gateway, you can specify the gateway logon credentials in the Gateway logon section. Otherwise the Host user will be prompted to enter these when requesting help. |
Select the Use current logon credentials for Windows Security authentication check box, if the Host user should log on using the name, password and domain that the user used to log on to Windows on the Host computer.
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5. | Select the Enable Help Service check box. |
If service tickets should be used for requesting help, select the Enable Service Ticket check box.
You can also select the Add Help Request icon to the tray check box to make it easier for the Host user to request help.
Note
If you expect a user requesting help to use a service ticket to request help, you must pass on the service ticket to the user by mail or phone.
6. | Click OK to close the Program Options dialog box. |
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