Documentation forSolarWinds Service Desk

Dameware Remote Everywhere (DRE)

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Introduction

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 a user identifier (UID) from your DRE account (or trial version) to activate the integration with SWSD.
  1. In DRE, go to Profile > APIs to locate your UID.

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

  3. Click the arrow next to Dameware Remote Everywhere.

  4. Enter the UID you acquired in Step 1.

You can now initiate a remote session from an incident.

Begin a remote session

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 table

    2. Connect to the support session.

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

Provide remote assistance from an asset details page

  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.

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.

Related topics

Integrations