Documentation forSolarWinds Service Desk

Dameware Remote Everywhere (DRE)

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Introduction

SolarWinds Service Desk (SWSD) offers integration with add-on remote support tool 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.

  • Access a requester's locked machine in order to provide support or a server in order to deploy a patch.

Navigation

Setup > Integrations > Remote Support.

Activate Dameware Remote Everywhere Integration

You need an API key from your DRE account (or trial version) to activate the integration with SWSD.

  1. In DRE, go to Profile > APIs to locate your API keys.

    1. The public API key is used to create a session from with an incident.

    2. The private API key is used for unattended remote sessions.

  2. Copy the API keys.

  3. In SWSD, go to Setup > Integrations > Remote Support.

  4. Paste the keys into the Activate Integration dialog you acquired in Step 1.

  5. Click Save (or Update).

  6. Click the arrow next to Dameware Remote Everywhere.

You can now initiate a remote session from an incident or initiate an unattended remote session.

Begin a remote session from an incident

The Dameware Remote Everywhere (DRE) agent must be previously installed on the host (requester) machine for the instructions below to work.

  1. Navigate to an incident.

  2. From the panes on the right, 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 Incident index

    2. Connect to the support session.

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

Provide support via an unattended remote session

  1. Navigate to an asset details page. You can do this via an incident or by selecting the specific asset from the Assets index page, for example, Assets > Computers.

  2. With the details page open, click Remote Assist.

If both the public and private API keys have not been provided, unattended support is not available. See Step 1 of Activate Dameware Remote Everywhere Integration.

View session history

  1. Click the ellipsis (...) 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.

Deactivate integration between DRE and SWSD

If multi-factor authentication (MFA) settings need to be reset because of a lost device or loss of backup codes, deactivate the integration and then reactivate.

  1. Navigate to Setup > Integrations > Remote Support.

  2. Under Dameware Remote Everywhere, locate and click the Deactivate button.

Related topics

Setup: Integrations