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What can the technician do in a Linux support session?

This article gives guidance to Rescue technicians.

During a Rescue Linux session, the technician can perform the following actions:

Remember: The actual set of features available to a technician is set at the group level in the Administration Center.
End session
The Technician can close the support session by selecting the button. The action also closes the Linux applet
Hold session

When the technician places a session on hold, the session goes to On Hold status in the Technician Console.
Note: Select the Play button to reactivate the support session.
Transfer session

Once the transfer session window opens, you can select another Technician from the same Technician group. Select OK to transfer the session to another technician.

You can chat with the customer in the GoTo Rescue applet window.
Send a predefined URL
Select the Send as URL button in the chat window to send a predefined URL link to the customer. Once the URL is sent, the default browser on the remote Linux computer will open and navigate to the predefined URL page.
Screen recording

Technicians can make a recording of all on-screen activity during a Rescue Linux session by clicking the Screen Recording icon on the Rescue Linux toolbar.

Session recordings are always saved to .mkv format and should be played back using VLC media player.

Screen capture
Technicians can create screen captures/snapshots during a Rescue Linux session by selecting the icon.
Configure View Settings

Technicians can select from the following options to specify zoom settings of the session:
  • Actual Size
  • Fit Window
  • Stretch to Window
  • Full screen
Note: You can adjust the viewable screen by clicking the + or - buttons, increasing or decreasing the screen area respectively. You can use the Magnifier to zoom into a particular area in the screen.
Article last updated: 18 July, 2023