Configure and Use Remote Control

The remote control functionality requires the Agent to run, regardless of the type of entitlement, device, or user.

The Remote Control function can be found in the following locations:

• Manage > Identities > Users
• Manage > Identities > Users > Overview
• Manage > Identities > Devices
• Manage > Identities > Devices > Overview

Prerequisites

• Remote control software, such as TeamViewer, Bomgar (now BeyondTrust), TightVNC, UltraVNC

Example 1: Create a Setup Store Managed Package and Remote Control package for TeamViewer

NOTE: TeamViewer installers (MSI files) for both 32-bit and 64-bit versions of Windows are available in the Application Workspace Setup Store.

To create an Application Workspace Setup Store Managed Package for TeamViewer:

1. In your Application Workspace Setup Store connector, navigate to Overview > Resources, and search for TeamViewer.
2. Double-click on it or select it and then click Create package in the table toolbar.
3. In the Create package window that opens, under Overview:
   • Enter a name for your new package or keep the default name.
   • In Package type, select 'Managed'.
   • In Publish, select 'Production'.
   • In Setup details, click Next.
   • In Dependencies, click Next.
   • In Customize, configure TeamViewer using enterprise best practice settings, otherwise click Next.
   • In Entitlements, add the user/device you want to control remotely. In the Add entitlement window, set Stage to 'Production' and Publish to 'Hidden'.
   • In Summary, uncheck the Modify package after creation box and click Finish.

Once you set up the managed package, create a Remote Package for TeamViewer.

To create a Remote Control Package for TeamViewer:

1. Navigate to Manage > Packages.
2. Click Add and select Remote control from the package type list.
3. In Launch configure the following:
   • In Process, write ${ProgramFiles}\TeamViewer\TeamViewer.exe. For this type of package, Application Workspace automatically creates a filter based on the value you insert in this field. Any later change to the actions does not impact the filter. So in case of any typo, for example, you have to change the filter manually.
   • Select the Use local file icon checkbox.
   • Click Next.
4. In Overview, enter the desired package name and click Next.
5. In Entitlements, add the user(s) who should have permission to remote control devices. In the Add entitlement dialog box, set Stage to Production and Publish to Hidden.
6. In Summary, uncheck the Modify package after creation box and click Finish.

Example 2: Create a Setup Store Managed Package and Remote Control package for TeamViewer

NOTE: TightVNC installers (MSI files) for both 32-bit and 64-bit versions of Windows are available in the Application Workspace Setup Store.

To create an Application Workspace Setup Store Managed Package for TightVNC:

1. In your Application Workspace Setup Store connector, navigate to Overview > Resources, and search for TightVNC.
2. Double-click on it or select it and then click Create package in the table toolbar.
3. In the Create package dialog box that opens, in Overview:
   • Enter a name for your new package or keep the default name.
   • In Package type, select Managed.
   • In Publish, select Production.
   • In Setup details, click Next.
   • In Dependencies, click Next.
   • In Customize, configure TightVNC using enterprise best practice settings. The Customization Wizard allows you to set options such as the password for remote control access. For further details on installing TightVNC, consult the official TightVNC documentation .
   • In Entitlements, add the user/device you want to control remotely. In the Add entitlement dialog box select Stage to Production and Publish to Hidden.
   • In Summary, uncheck the Modify package after creation box and click Finish.

Once you set up the managed package, create a Remote Package for TightVNC.

To create a Remote Control Package for TightVNC:

1. Navigate to Manage > Packages.
2. Click Create in the table toolbar.
3. In the window than opens, select Remote control as the package type.
4. In Launch, configure the following:
   • In Process, write ${ProgramFiles}\TightVNC\tvnviewer.exe. For this type of package, Application Workspace automatically creates a filter based on the value you insert in this field. Any later change to the actions does not impact the filter. So in case of any typo, for example, you must change the filter manually.
   • Select the Use local file icon checkbox.
   • Click Next.
5. In Overview, enter the desired package name and click Next.
6. In Entitlements, add the user(s) who should have permission to remote control devices. In the Add entitlement dialog box, set Stage to Production and Publish to Hidden.
7. In Summary, uncheck the Modify package after creation box and click Finish.

Using Remote Control

Once the package is set up, you're ready to launch the remote control software.

To use Remote Control:

1. Navigate to the user or device you wish to control remotely.
2. Click the Remote Control button.
3. In the window that opens, in the Package field, select the remote control type of package you previously configured and Confirm.

The remote control software will launch.