Restrição de Campos na Console do Técnico e Controle do Status "Ausente" - Restricting Fields in the Technician Console and Controlling Away Status
Olá, equipe LogMeIn e comunidade! Gostaria de formalizar um feature request baseado em uma necessidade identificada por um de nossos clientes que utiliza o LogMeIn Rescue. Abaixo, detalho as solicitações: 1. Restrição de Campos Visíveis na Console do Técnico Atualmente, a console do técnico exibe diversos campos relacionados à sessão, como: Nome do cliente. CNPJ. ID de acompanhamento. Descrição do problema, entre outros. Embora seja possível que cada técnico ajuste manualmente quais campos deseja visualizar (clicando com o botão direito nos cabeçalhos das colunas), não há uma forma de configurar isso de maneira centralizada pela Central de Administração. Solicitação: Adicionar uma funcionalidade que permita aos administradores restringirem, de forma centralizada, quais campos serão visíveis para os técnicos na console. Isso ajudaria empresas que desejam limitar o acesso a informações sensíveis, como dados do cliente, e garantir que os técnicos vejam apenas campos básicos, como: ID da sessão. Status da sessão. Tempo total da sessão. Canal de atendimento. Essa funcionalidade seria especialmente útil para empresas que trabalham com filas de espera e desejam evitar que os técnicos escolham quais sessões atender com base em informações do cliente. 1. Restricting Visible Fields in the Technician Console Currently, the technician console displays several session-related fields, such as: Customer Name. CNPJ (Brazilian Taxpayer Registry Number). Tracking ID. Issue Description, among others. While each technician can manually adjust which fields they want to view (by right-clicking on the column headers), there is no way to configure this centrally through the Administration Center. Request: Add functionality that allows administrators to centrally restrict which fields are visible to technicians in the console. This would help companies that want to limit access to sensitive information, such as customer data, and ensure that technicians see only basic fields, such as: Session ID. Session status. Total session time. Service channel. This feature would be especially useful for companies that work with waiting queues and want to prevent technicians from choosing which sessions to handle based on customer information. 2. Controle do Status "Ausente" Manual Atualmente, os técnicos podem ativar o status "Ausente" manualmente com um simples clique sobre o próprio nome na console. Isso pode ser feito tanto de forma intencional quanto acidental, o que impacta diretamente a distribuição automática de sessões. Embora seja possível configurar o tempo de inatividade para que o status "Ausente" seja aplicado automaticamente, não há como impedir que o técnico ative esse status manualmente. Solicitação: Adicionar uma funcionalidade que permita aos administradores: Desativar a opção de status "Ausente" manualmente. Bloquear alterações manuais de status pelos técnicos. Essa funcionalidade ajudaria empresas que utilizam a distribuição automática de sessões, garantindo que os técnicos não possam evitar o recebimento de novas sessões ou alterar o status de forma inadequada. Por que essas funcionalidades são importantes? Essas solicitações visam atender empresas que precisam de maior controle sobre o fluxo de atendimento e a visibilidade de informações sensíveis na console do técnico. Além disso, ajudariam a evitar atrasos no atendimento e a garantir uma distribuição mais eficiente das sessões. 2. Manual Away Status Control Currently, technicians can manually activate the Away status by simply clicking their name in the console. This can be done intentionally or accidentally, which directly impacts automatic session distribution. While it is possible to configure the inactivity time for the Away status to be automatically applied, there is no way to prevent the technician from manually activating this status. Request: Add functionality that allows administrators to: Manually disable the Away status option. Block manual status changes by technicians. This feature would help companies that use automatic session distribution by ensuring that technicians cannot avoid receiving new sessions or change their status inappropriately. Why are these features important? These requests are intended to serve companies that need greater control over the service flow and visibility of sensitive information in the technician console. Furthermore, they would help avoid service delays and ensure more efficient session distribution. Agradeço pela atenção e espero que essas sugestões sejam consideradas para futuras atualizações do LogMeIn Rescue. Caso precisem de mais detalhes ou exemplos práticos, fico à disposição para colaborar! Atenciosamente, Gregor Maia Equipe Loupen
Rescue Calling Card in multi-user Linux environment
Hello, we have an issue with multi-user Linux setup. When the first user runs the application, the directory was created with the following owner and permission: [11:24] support@yk-lws22-01:~$ ls -la /var/tmp/rescue/ total 12 drwxrwx--- 3 support support 4096 Feb 7 09:51 . drwxrwxrwt 13 root root 4096 Mar 12 10:13 .. drwxrwxr-x 2 support support 4096 Feb 7 09:51 calling-card [11:24] support@yk-lws22-01:~$ ls -la /var/tmp/rescue/calling-card/ total 8 drwxrwxr-x 2 support support 4096 Feb 7 09:51 . drwxrwx--- 3 support support 4096 Feb 7 09:51 .. But if the second user tries to run the application, he gets the error: Mar 12 09:47:33 yk-lws22-01 rescue-callingcard.desktop[1237564]: what(): filesystem error: cannot create directories: Permission denied [/var/tmp/rescue/calling-card/] Distributor ID: Ubuntu Description: Ubuntu 22.04.5 LTS Release: 22.04 Codename: jammy rescue-callingcard: 7.52.6235 Do you have any ideas? Thanks
Unattended Access Failing – Connecting Then Drops
We have about 100 devices we've deployed the unattended MSI to via Intune. It's been working fine since last year but as of late we are unable to log into the majority of the devices. A mixture of 22H2/23h2 (Zoom Rooms) devices. Still looking into the details (Windows updates have been paused on these devices but seeing if perhaps manual updates have been performed by one of our teams). MSI is 7.5.2 1119.0. They show in the LogMeIn rescue technician console, are online, and functional, and we can authenticate (and Intune reporting indicates the software is still installed on these devices), but after authentication it says connecting for about 20 seconds and then disappears. Happening to all of us, and on most of the deployed to devices. Is there an optimal way to identify root cause here? I'm waiting on our onsite team to validate connectivity, restart the devices, verify no recent updates, validate what firewall we're using on these devices/any changes to Forcepoint or CrowdStrike, etc., but just curious if there might be something I'm missing in the meantime. For what it's worth I installed on one of my test devices, it didn't work initially, but subsequently it did (unsure if this coincided with a message I saw "This session has expired and can no longer be used, to start a new session this applet must be downloaded again" from the host device after the initial attempt. I closed this message and then attempted remoting in again and then it worked, however is consistently doesn't work on the other devices. I also see that a new version of the MSI via the admin center unattended install. I've packaged it and plan on testing the new version to determine if this remediates but only want to do that if necessary. Any requirements/logs/etc. I should be homing in on, here? Any help is appreciated!
LogMeIn Rescue keeps kicking us out every couple of minutes
Hi, we have a third party that uses LogMeIn Rescue for support that CAN connect but they are reporting that they are getting kicked out every few minutes. On our Firewall, we have set up LAN >> WAN Source is: Our Internal IP range Destination is the following FQDN's (below) which I found on support.logmeinrescue.com Ports HTTP/HTTPS *.logmein.com *.logmeinrescue.com *.logmeinrescue-enterprise.com *.logmein-gateway.com update-cdn.logmeinrescue.com *.logmein123.com *.123rescue.com *.support.me *.rescuemobile.com *.oty.com *.logmeininc.com *.remoteview.logmein.com *.turn.console.gotoassist.com *.logmein123.eu *.logmeinrescue.eu *.logmein.eu *.logmeinrescue-enterprise.eu *.rescuemobile.eu Have I missed any FQDN's that may be causing the issue? Or is there anything else I need to add, maybe IP's or extra ports. If we make it destination ANY, then all works fine so it must be the destination FQDN's to something else missing. Many thanks for your time.
Rescue Script Repository Thread- Share your scripts
Welcome to the new LogMeIn Community. One of the things that we would like to foster is the sharing of lots of great ideas and neat tips and tricks. I thought that I would get the ball rolling by publishing the LogMeIn Rescue Scripts that I use on a day to day basis, when I’m doing product demonstrations. These are fairly basic, but hopefully it will get everyone thinking of how powerful this feature can be. Scripts are a great way to automate repetitive, mundane or pain in the neck tasks. I have provided a few scripts which perform individual tasks but I have worked with a lot of users who combine multiple tasks into a single script. So when you are providing remote support and it is your standard operating procedure to perform tasks A,B,C and D for troubleshooting or diagnostic purposes, then chances are, you can automate those tasks with LogMeIn Rescue scripting. Haven’t had the opportunity to dabble with scripts in Rescue yet? No problem, below are step by step instructions on how to get scripts set up in your Technician Console. Additional instructions can be found in the LogMeIn Rescue Technician Console Users Guide, in the section named "Working with Scripts" https://secure.logmeinrescue.com/Common/Pdfs/rescue_tech_console_userguide.pdf 1. Create a folder named LogMeIn_Rescue_Scripts anywhere on your C: drive (best in a location that won’t be moved) and put the XML file in there. 2. Within the LogMeIn_Rescue_Scripts create six individual folders named: a. Defrag_Info_Sample b. Drivers_Details_Sample c. MAC_Info_Sample d. One_Click_Ipfonfig_Sample Normally step 2 is not required in the real world, but the software we use for the community only allows me to upload individual files, not folders. 3. Copy the scripts (below) into the corresponding folder which you created in step 2. 4. Open up the Technician Console, click on “options” (upper left corner) then select “Edit Scripts.” 5. Click the “Import” button then browse to the LogMeIn_Rescue_Scripts folder and point to the XML Document and this will import the scripts. Once your scripts have been imported you will notice that you have the option to run a given script when the customer applet starts after you have connected to a remote computer. You can also change the order in which the scripts appear in your Technician Console, so you can move frequently used scripts towards the top, and lesser used scripts to the bottom. Do you have a great script that you use and think will be useful to others? If so, email it along with a brief explanation to rescuescripts*at*logmein*dot*com and I will post them to the community. If you do send me some examples please let me know if you would like to make an anonymous contribution or if it’s OK that I can use your name and/or LogMeIn community login name. The following scripts are available to download as a zip file attached to this post: Defrag Info, Cdrive.cmd Driver Info, driverdetails.cmd MAC Address, getmacaddress.cmd IP Config, startipconfig.cmd Use of these scripts are at your own risk. The scripts are provided “as is” without any warranty of any kind and LogMeIn disclaims any and all liability regarding any use of the scripts. Please see the following Terms and Conditions for more information. Message Edited by AndyS on 11-13-2008 02:38 PM Message Edited by Rob H on 11-23-2009 09:01 AM Post Edited by GlennD on 12/12/2024 3:30 PM