In System Center Service Manager, as an analyst works on incidents and other items that are related to system – desktops, servers, etc. – there are tasks that are made available within the interface for troubleshooting or other purposes. For example, when looking at the IR form, you will have a list of available tasks on the right hand side:
One of the most common tasks that would be useful is the ability to remote control the affected system. By default, Service Manager does provide you a ‘Remote Desktop’ task when browsing/working on IR’s:
But what would be even better is if it provided a link to invoke ConfigMgr Remote Control which as we know is a shared RC session between the end-user and the analyst. To provide this is pretty simple but it took some pointers from the PG to help me create the proper custom task for this (thanks a TON, Vipul!). To do this, you need to assume/prepare the following:
We can now create our own task and relate it to whichever classes make sense. In this example where we wish to have a task that will remote control the affected system, it makes most sense to relate this to the IR class. Here is how to do it:
You have now created a task that will be available to analysts when working IR’s that will allow them to initiate a Remote Control session using ConfigMgr with one-click. You should now have a task list that includes something similar to the following when working within IR’s: Enjoy!
You have now created a task that will be available to analysts when working IR’s that will allow them to initiate a Remote Control session using ConfigMgr with one-click. You should now have a task list that includes something similar to the following when working within IR’s:
I am attempting this in Service manager 2012 and the following happens.
When I open a IR and click on the Remote Control under the Tasks I get a Task Parameters dialog box asking for a valuse for: NetBIOS Computer Name. So when I enter in a computer name and click OK I get the following error:
Run Task Failed.
Application: C:\Program Files (x86)\Microsoft Configuration Manager Console\AdminUI\bin\i386\rc.exe
Parameters: 1 Laptop1 \\SCCMServer
The System cannot find the file specified
I am hoping to pull the computer name right from the IR request without having it prompt for it.
Any help is appreciated
I'm also receiving the Run Console Task error message when I try to use this. I have allowed access to this Task under User Roles and the folder where this file is stored also has the permissions allowed for Everyone. Could you post some addendum to this
on how to properly setup permissions for this task?