VNC> helpdesk situation

Stephan Edelman stephan@newace.ca
Mon Nov 11 21:14:01 2002


We've got VNC integrated into our PlanetRemote product (which include
dynamic DNS services to provide a static internet name/domain name for your
dynamic IP) which also registers a protocol handler that allows the user to
click on a url of the form:

rns://support.planetdns.net (or any other hostname)

which automatically initiates a "add new client" session and contacts a
remote viewer in listen mode at our office.  This is very handy since we can
just send them a link by e-mail or place one on their desktop.

Incidently, the protocol handler name RNS stands for remote network support.

Stephan.

----- Original Message -----
From: <tim.conway@philips.com>
To: <vnc-list@realvnc.com>
Sent: November 11, 2002 3:39 PM
Subject: Re: VNC> helpdesk situation


> The helpdesk person could also start a viewer in listen mode and have the
user use the "add new client" feature of the server, entering the
helpdesker's IP address (or hostname, if it's resolveable).  That one's nice
when you're dealing with a user who
> can't follow instructions enough to figure out his IP or hostname.
>
> Tim Conway
> conway.tim@spilihp.com reorder name and reverse domain
> 303.682.4917 office, 303.921.0301 cell
> Philips Semiconductor - Longmont TC
> 1880 Industrial Circle, Suite D
> Longmont, CO 80501
> Available via SameTime Connect within Philips, caesupport2 on AIM
> "There are some who call me.... Tim?"
>
>
>
>                       Michael Milette
>                       <tng@cyberus.ca>             To:
vnc-list@realvnc.com
>                       Sent by:                     cc:  (bcc: Tim
Conway/LMT/SC/PHILIPS)
>                       vnc-list-admin@r             Subject:   Re: VNC>
helpdesk situation
>                       ealvnc.com
>                                                    Classification:
>
>                       11/11/02 10:08
>                       AM
>                       Please respond
>                       to vnc-list
>
>
>
>
>
>
> >1. End user runs VNC server.
>
> You will have to install the server in advance. During the installation,
> create an shortcut for them in a standard location. That way your Help
Desk
> can guide the user to launching the server.
>
> >2. VNC server prompt for password.
> >3. Login password is verified against NT domain login password or
> >    MS network login password
>
> I am assuming that you want Help Desk to be prompted for the password.
> There are a couple of VNC implementations that I am aware of that will
> prompt the client for a password and authenticate this against an NT
> domain. One is available from http://www.smtechnologies.com/downloads.htm
> and authenticates against the NT domain. The other is from
> http://www.rabidpenguin.org/diversions.html and it authenticates against
> the local domain of the NT machine, not the Microsoft networks NT domain.
>
> I haven't tried either one of these but I would think a problem with these
> would be that Help Desk would not (and should not) know the users NT
Domain
> password.
>
> I would suggest that you have the server prompt the user for permission
> instead when anyone tries to connect to their workstation. I have found
> that users are quite comfortable with this arrangement as they know when
> people are connecting to their machine with the visual cue. This is a nice
> useful feature found in TightVNC, available from
http://www.tightvnc.com/.
> Unfortunately it is not available in WinVNC yet.
>
> >4. After server is ran, helpdesk personnel runs viewer to connect to
> >    end user server via IP address of server.
>
> Not a problem. This is how VNC usually connects a client to a server. You
> can even make this easier if you use something like "VNC Admin Console",
> available at http://www.mast-computer.de/. Don't worry about the German.
> Just click on the "VNC Admin Console" link. I never got this tool to work
> myself. I keep getting a "Run-time error '429': ActiveX component can't
> create object" error. However, if it works for you, it sounds like it
could
> make your help desks job a little easier.
>
> >5. Connection is allowed by passing checking of password.
>
> Like I said above, I would go with TightVNC's pop-up authentication
> dialogue box at the users end. The only time this would be a problem is if
> you need to connect to someone's machine while they are away.
>
>                                  Michael
>
> At 11:00 AM 2002-11-11, jesskung@brel.com wrote:
>
> >Hi all
> >
> >We are trying to use VNC for a helpdesk situation and would appreciate
some
> >help. Here goes...
> >
> >1. End user runs VNC server.
> >2. VNC server prompt for password.
> >3. Login password is verified against NT domain login password or
> >    MS network login password
> >4. After server is ran, helpdesk personnel runs viewer to connect to
> >    end user server via IP address of server.
> >5. Connection is allowed by passing checking of password.
> >
> >How can this be done?
> >
> >Many thanks in advanced for any help.......   :)
> >
> >Regards,
> >Jessica
> >_______________________________________________
> >VNC-List mailing list
> >VNC-List@realvnc.com
> >http://www.realvnc.com/mailman/listinfo/vnc-list
> >
> >
> >
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