Howdy, Stranger!

It looks like you're new here. If you want to get involved, click one of these buttons!

In this Discussion

osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

Integrated pcAnywhere

Hello All,

I thought it was not possible to do this but I was able to make it happen: Integrate pcAnywhere in osTicket
I wanted to do this because in early 90's I remember a ticketing system that I used. I was able to VNC to client within ticketing system.

Benefit: By adding a utility to remote access this will speed up the support team.

As you can see from the screen shot below. It's on the "Open New Ticket" page because the team would like to connect while still processing the new ticket.  If remotely connecting to user/client and able to resolved the issue.  The agent can close the ticket with a solution and able to capture a screen shot and attach it with the solution.


I have trouble adding an image again.  

Still on beta test and I will be happy to share it soon. Just like before still need to clean the scripts and the button may need to move somewhere else.
And looking to add this button somewhere when viewing an open ticket.

Behind the scene and how this is working: 
1-Pressing the pcAnywhere button calls a vbscript and an object to run a program on the server.
2-vbscript checks if client/enduser pc is online/live and if pcanywhere host is waiting. IF pcanywhere is not waiting - new script is called to wake it up.
3-server sends the info to staff's computer's pcAnywhere to open the correct *.CHF associated to the user.  ( .CHF are remote files.)
4-connection established.
Originally this process took 45seconds.  After tweaking - reduced it to 23secs.

Cheers,

Comments

  • Out of curiosity how are you getting the IP address of the client to connect to? 
    I imagine in situations where the person is behind NAT that it wont work?  (example all our out going traffic looks like its coming from the same IP and we have 300 work stations.)

    This sort of thing has come up before, and I approve your efforts.  I've often wanted integration for 3rd party apps like that (TeamViewer, RDP, Kaseya, etc.)
  • Out of curiosity how are you getting the IP address of the client to connect to?  I imagine in situations where the person is behind NAT that it wont work?  (example all our out going traffic looks like its coming from the same IP and we have 300 work stations.) This sort of thing has come up before, and I approve your efforts.  I've often wanted integration for 3rd party apps like that (TeamViewer, RDP, Kaseya, etc.)

    Each pcAnywhere remote files are named i.e. CompanyA_User1.CHF, CompanyB_User1.CHF and the IP address are already set on each .CHF.
     (NOTE: See how they used the naming convention for *.CHF.  This gave me an idea and helped me make the condition).  

    What I had to do is strip the email address  ( name@company.com ) - "grab the name" and "grab the company name". Then I used these 2 values to execute the " . $company ."_". $name .".CHF    see step 3 from above post.

    I hope that answers your question :)

    Yes, it would would work behind the NAT. It all depends on the router config and the host.  

    Just an update from above 1st post.
    This pcAnywhere mod is also working if you are connected to your company's VPN.  I just received the access to VPN to test it for the people who works from home.  All I can say is - it worked.



  • Hello All,

    I am sharing how you can use Windows RDP and pcAnywhere within osTicket.
    If your helpdesk support use RDP and pcAnywhere to connect at end user's system.  Give it a try.

    - This module is only tested on osTicket-v1.8.1.2
    - This module is NOT Save and Run.  You will need to make some edits and preparations before it can work.
    - This is NOT a remote access application out of a box.
    - This is a module that executes the remote access files (.chf and.rdp) from Web Server to HelpDesk support computer then connects to end user ( client ).
    - This module is NOT Save and Run.  You will need to make some edits and preparations before it can work.

    PLEASE OPEN and READ the README.txt and turn off word wrap :)

    image

    NOTE: This remote access module works best if your *.rdp and/or *.chf have this naming convention company_name.rdp/.chf

    Download it here: osmodule_remote_access

    I also received a suggestion to have the buttons appear when viewing ticket.  Still in testing phase.

    Thank you :)
Sign In or Register to comment.