The Splashtop integration with Halo is used for unattended and attended support from the HaloITSM console and requires a Splashtop Business account. Initiating unattended access will call open the Splashtop Business App to start the remote session. Sending invite for Splashtop SOS attended access can also be done through the HaloITSM console.
Channels integration of attended access is available with Splashtop Enterprise - Service Desk.
The remote support integrations can be found in Configuration > Remote Support > Splashtop
.
Setting Up Unattended Access
The email address type can be a fixed email you use when logging into the Splashtop Business app or it can be the email of the current logged in agent on HaloITSM. The asset MAC Address Field can be the Halo IP Address, MAC Address, etc.
Then add the field you have chosen on the dropdown, onto your asset types you will be remoting on to which is under Configuration > Asset Management > Asset Type
Now add on the Mac address of the asset into the MAC Address field, do the same for the IP Address etc, if that is the field you have chosen. This can be found in the command prompt of the asset, by going to "getmac" for the MAC Address or "ipconfig" for IP address.
Then go to the following section and add in the physical address number into the MAC Address field of the asset (this field is only alphanumeric, do not add in dashes)
It doesn't have to be MAC Address, you could use anything in the dropdown, as long as you add the field to the asset type field list and populate the field on the assets you are remoting on to.
For mass integration of Mac address or IP into assets, this will be done under Asset Management > General Settings with an XLS file. Sample format provided on the upload page.
Unattended Remote Session
Once the field has been populated with a correct input, the "Splashtop" action, which you can click allows you to login to Splashtop to remote onto the asset.
Make sure Splashtop Streamer is running on the computer (asset) you're remoting into. Before remoting on, you will be asked to login into Splashtop Business app. If you're already logged in, you will automatically be redirected into a new remote session with the asset.
Setting Up Attended Access - Service Desk
This requires Splashtop Enterprise Technician licensing. Contact Sales for more information.
Within an Agent (Configuration > Teams & Agents > Agents) navigate to the integrations tab and authorize. Reload the page and change the default channel. Channels are created through the Splashtop Service Desk console.
New Tickets
A remote session invite can be sent to the user when an agent logs a new ticket by including the "Remote Session Channel" and "Send Remote Session Invitation" fields on the new ticket type.
Configuration > Tickets > Ticket Types > *Defaults Tab (On the older versions it may be under a different tab)*
You can set this dropdown to send an invite when a new ticket is logged.
Adding the fields to the ticket type, will mean these two options are included on the ticket creation screen:
Actions
To send a remote session invite using an action you can create an action with system use "Remote Session Invitation". This will send an email to the user with an invite link. This uses the "Remote Support Invitation" email template.
To change the template, you can head to Configuration > Remote Support > General Settings:
You can include the "Remote Session Channel" field on the action to specify which channel to send it to.
Ticket Details
By enabling the Remote Support setting "Allow Agents to send quick Remote Session invites from the Ticket screen", you can send a remote session invite via the top right dropdown on the ticket details screen. This allows you to specify what emails to send the invite to and which channel to use.
Live Chat
When an agent is using the live chat to talk to a user, they can use the "Send Splashtop Invitation" option from the top left menu to send a message with a link to the user. This will use the template specified in remote support settings.
To update the ticket/chat the remote session was started from, the integrator must be configured to run the Splashtop Import. This needs to be enabled from the Splashtop Configuration in Configuration > Integrations.
This import will add an action to the ticket/chat when the remote session has closed. The time logged against the action will be the total time spent on the remote desktop sessions of the remote session. The note will include the comment for the Remote Session.
Feedback:
Having issues with the integration or have a suggestion? Please open a support ticket.