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To receive remote assistance, a client must issue an invitation and send it to a particular expert. The client can send the invitation to the expert using Microsoft Windows Messenger or e-mail, or he or she can send it as a file. Figure 2-6 shows the screen in Help And Support Center used to invite someone for assistance.

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Call the Play method of the appropriate system sound, as shown here:

Figure 2-6

If the user chooses to send an e-mail or file request for Remote Assistance, a password will be required as a shared secret for the Remote Assistance session. The user should set a strong password and let the expert know what the password is in a separate communication such as a telephone call or secure e-mail.

' VB System.Media.SystemSounds.Beep.Play() // C# System.Media.SystemSounds.Beep.Play();

To use the Windows Messenger service for your Remote Assistance connection, you must have the expert s Windows Messenger user name in your contact list. Windows Messenger will display the expert s status as online or offline. Figure 2-7 illustrates making a request for Remote Assistance using Windows Messenger.

Figure 2-7

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The Timer component allows you raise the Timer.Tick event at regular intervals. By writing code to handle this event, you can schedule your application to call methods or take other actions at predefined intervals. For example, you might want to display the current time in a Label control and update it every minute. The key property of the Timer component is the Interval property. The Interval prop erty specifies the number of milliseconds between intervals of the Tick event. For example, if the Interval property is set to 2000, the Tick event will be raised every two seconds. The Interval property can be set in the Properties window or in code, as shown in the following example:

The indicator of online status in the Remote Assistance help window is not dynamic; you must therefore refresh the screen to see an accurate status update.

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' VB Timer1.Interval = 2000 // C# timer1.Interval = 2000;

2

For a successful request through e-mail, both computers must be using a Messaging Application Programming Interface (MAPI) compliant e-mail client. As a third option, you can save the invitation as a file and transfer that file to the expert through removable storage media or as an e-mail attachment, in which case the requirement for MAPI e-mail clients is removed. When a user initiates an invitation for Remote Assistance, the client sends an encrypted ticket based on XML to the expert, who is prompted to accept the invitation.

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On accepting an invitation to provide Remote Assistance, the expert can begin to connect to the remote computer. The user is notified that the expert is establishing a connection and is prompted to confirm the Remote Assistance session. Then the expert is able to view the remote computer s session directly. The expert and user can chat online to solve the user s problem and files can be transferred. If the expert requests control, and if configuration allows the expert to take control, the user is again prompted to confirm the request.

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Remote Assistance does not provide a mechanism through which administrators can spy on a user session. Any connection by the expert must be confirmed by the user.

You can also configure Remote Assistance so that you can initiate troubleshooting without receiving an invitation from the user. This highly useful option enables support personnel to initiate Remote Assistance sessions while responding to a user s help desk call without requiring the user to send an invitation. To support this workflow, you must enable the Offer Remote Assistance Local Group Policy setting on the target (user s) local computer. The policy setting is located in the Computer Configuration, Administrative Templates, System, Remote Assistance container and is labeled Offer Remote Assistance. Enable the policy and specify the individual user accounts for the helpers who are allowed to offer Remote Assistance without first receiving an invitation. Enter the accounts in the form domain\username and be sure that the helpers are members of the local Administrators group on computers to which they will establish Remote Assistance connections.

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