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Administrators can view the desktop of technicians in their organization from within the Rescue Technician Console.

Requirements:

• A Master Administrator or Administrator with both an administrator and a technician license can use this feature
• Both the administrator and the monitored technician must be running a Technician Monitoring enabled version of the Technician Console
• A Master Administrator can monitor any technician in an organization
• An Administrator can monitor any technician in a Technician Group to which he has administrative rights

Restriction: Monitoring the desktop of a technician running the Technician Console for Mac is not supported.

Remember: Technician Monitoring is initiated in the Technician Console, not the Administration Center.

1. On the Technician Console Session toolbar, click the Monitoring button.

   

   Result: The Monitor Technician dialog box is displayed.

2. In the Monitor Technician dialog box, select the technician you want to monitor.
   Note: The list of technicians visible in the Monitor Technician dialog box depends on a permission granted by a Rescue Administrator.

   Result: Optional: In a large organization, use the Filter field to locate technicians.

3. Click OK.

   Result: A connection is made to the technician's computer and a new Session tab appears in the Technician Console workspace showing the technicians name.

4. You must authenticate yourself to the technician's computer. On the Session tab showing the technician's name, select an authentication method.
   • Select Use current credentials to send the Windows credentials you used to log on to your current Windows session. You must be a Windows administrator or otherwise have user rights on the target machine.
   • Select Add username and password to use a different combination with valid user rights on the target machine.
     Tip: If the domain name is needed in the Username field, the acceptable formats are username@domain and domain\username.
   • Select Request Authorization to ask the technician for permission to monitor his desktop.
5. Click Launch Monitoring.

   Result: The technician's desktop is displayed on the Session tab in your Technician Console workspace.

   Note: The technician will be notified if the Notify technician when monitoring desktop option is selected in the Rescue Administration Center on the Global Settings tab.