Documentation forSolarWinds Service Desk

LogMeIn

LogMeIn Central

SWSD offers integration with LogMeIn Central for providing remote assist support.

Get Started

Enable LogMeIn Central Integration

  1. Before moving forward, contact your company's LogMeIn support contact to acquire your Company ID and PSK (secure key). They will be needed to activate. If you do not have a LogMeIn account, you can register for a free trial at LogMeIn.com.

  2. Go to Setup > Integrations > Remote Support.

  3. Click the arrow next to LogMeIn Central.

  4. Enter Company ID and PSK you acquired in Step 1.

Begin a remote session

After you have successfully completed the steps above, you can begin a remote session by:

  • Hovering in the Actions column on the computer index page.

  • Connecting directly to a specific computer, via the Remote Support tab.

LogMeIn Rescue

SWSD allows integration with LogMeIn Rescue, which gives you the ability to remotely access computers. You can maximize your LogMeIn investment by bringing remote access directly into your service desk.

With this integration, you can:

  • Drive a more efficient means of remotely accessing the computing devices your employees rely on

  • Ensure complete audit history by documenting your remote session along with the other communication points made when resolving a ticket

  • Extend the capabilities of your service desk, allowing you to provide better service to your employees

Get started

Activate LogMeIn Rescue

You need to activate LogMeIn in Setup before it can be visible on the right side panel of an Incident. To activate:

1. Go to Setup.

2. In the left navigation pane, click Integrations, and then click Application Widgets.

4. Click LogMeIn.

5. Click Activate.

Using LogMeIn Rescue

After LogMeIn integration is activated, all users can see it on the Incident View page.

Users:

  1. To the right of an Incident, click the arrow next to LogMeIn.

  2. If necessary, provide email and password, and then click Sign In.

  3. At the prompt, create a new pin code. You can choose to:

    1. Send the user a message containing a link to initiate a session by clicking the Insert link into incident button.
      Example message to user:

    2. Generate a new session pin if needed.
      You can then share the pin code with your requester, but you will need to sign into the LogMeIn Rescue console to initiate the session.