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