Documentation forSolarWinds Service Desk

Dameware Remote Everywhere (DRE)

SWSD offers integration with Dameware Remote Everywhere for providing remote assist support. You can access the service directly from an SWSD Incident record.

With this integration you can:

  • Diagnose problems faster, resolve technical issues, and keep employees productive by incorporating remote support into your service management processes

  • Start a remote session directly from the incident record in SWSD with one click.

  • Access the session history directly from the service record to give you the full audit trail of the incident, from submission to resolution.

Get Started

Activate Dameware Remote Everywhere Integration

  1. Before moving forward, acquire your UID, which can be accessed in the DRE Console under Profile > APIs. The UID will be needed to activate the integration with SWSD. If you do not have a DRE account, you can request a trial version while performing the steps below.

  2. Go to Setup > Integrations > Remote Support.

  3. Click the arrow next to Dameware Remote Everywhere. If you don't already have a UID, you can choose to request a trial version.

  4. Enter the UID you acquired in Step 1.

Begin a remote session

After you have successfully completed the steps above, you initiate a remote session from an incident.

  1. Navigate to an incident.

  2. Click Create a new Session to generate a session pin.

  3. Choose one of the following options to begin the session:

    1. Click to send the session information to your requester via a comment

    2. Connect to the support session.

      Connecting to the session will take you directly to the DRE console)

View session history

  1. Click the ellipsis (three dots ...) icon in the top right of the integration box.

  2. Click View Session History.

You are directed to the DRE console where you can view all sessions associated with the selected ticket.