Decision on Remote Support Tool- ScreenConnect
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@ambarishrh said in Decision on Remote Support Tool- ScreenConnect:
The demo for SolarWinds web helpdesk rescheduled to next Tuesday and I hope the dameware version that comes with that (Not very sure about that part either, if we need to pay extra for that, I would most probably go with screenconnect!)
Avoid SolarWinds!!! OMG stay away!!
https://mangolassi.it/topic/12800/spam-emails-appearing-to-come-from-solarwinds
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Looking at the installation video, windows installation seems to be pretty easy and i guess i should be taking this route, as moving forward this VM will be managed by our MSP who does not have good Linux management skills
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@ambarishrh said in Decision on Remote Support Tool- ScreenConnect:
So I am at this point leaning towards screenconnect and guess installing it on CentOS would be a better option? Or should i consider a windows server, assuming that it could be tied up with our local AD? Please advise
There is a slight advantage to Windows, but not enough of one to overcome the costs and overhead (e.g. throw the same resources at a Linux box and you get more from it.) We run on CentOS and it is great.
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@ambarishrh said in Decision on Remote Support Tool- ScreenConnect:
Looking at the installation video, windows installation seems to be pretty easy and i guess i should be taking this route, as moving forward this VM will be managed by our MSP who does not have good Linux management skills
You need to add that to the cost of using an unqualified MSP. If an MSP can't meet your needs, why use them?
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@scottalanmiller said in Decision on Remote Support Tool- ScreenConnect:
@ambarishrh said in Decision on Remote Support Tool- ScreenConnect:
Looking at the installation video, windows installation seems to be pretty easy and i guess i should be taking this route, as moving forward this VM will be managed by our MSP who does not have good Linux management skills
You need to add that to the cost of using an unqualified MSP. If an MSP can't meet your needs, why use them?
They are doing complete windows environment management. This just came in as a request from me, as there are no good remote support tool currently. I will leave them to manage this on win box, but personally would've gone for CentOS
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@scottalanmiller said in Decision on Remote Support Tool- ScreenConnect:
@ambarishrh said in Decision on Remote Support Tool- ScreenConnect:
The demo for SolarWinds web helpdesk rescheduled to next Tuesday and I hope the dameware version that comes with that (Not very sure about that part either, if we need to pay extra for that, I would most probably go with screenconnect!)
Avoid SolarWinds!!! OMG stay away!!
https://mangolassi.it/topic/12800/spam-emails-appearing-to-come-from-solarwinds
Too late, before even i joined here, all products has been locked down, solarwinds are used for network monitoring and web helpdesk. If i was earlier, i would have installed OS ticket!
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How do you guys manage the agent installation on remote machines? I dont want the agent to be pre installed so that help desk team can watch over anytime they want to. Instead, would like to do on demand session creation and let the plugin install, complete support and remove. But users don't have admin rights and i remember seeing SC agent asking for admin rights for installing.
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@ambarishrh said in Decision on Remote Support Tool- ScreenConnect:
How do you guys manage the agent installation on remote machines? I dont want the agent to be pre installed so that help desk team can watch over anytime they want to. Instead, would like to do on demand session creation and let the plugin install, complete support and remove. But users don't have admin rights and i remember seeing SC agent asking for admin rights for installing.
We install the agent ahead of time. On demand creates all kinds of problems.
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How do you convince the C levels to have agent installed, that any help desk technician can view their screen?
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@ambarishrh said in Decision on Remote Support Tool- ScreenConnect:
How do you convince the C levels to have agent installed, that any help desk technician can view their screen?
What gave them the idea that help desk technicians can't already see everything they're doing anyway? Seems to me the real issue is the hiring process and not being able to trust the people that make it through in a case like this.
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@ambarishrh said in Decision on Remote Support Tool- ScreenConnect:
How do you convince the C levels to have agent installed, that any help desk technician can view their screen?
I tell them that a tech could always view their screen if they so chose and that that is a fundamental law of IT security. If they want their network to be crippled and cost to be higher for the illusion of security, that they are idiots.
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@travisdh1 said in Decision on Remote Support Tool- ScreenConnect:
@ambarishrh said in Decision on Remote Support Tool- ScreenConnect:
How do you convince the C levels to have agent installed, that any help desk technician can view their screen?
What gave them the idea that help desk technicians can't already see everything they're doing anyway? Seems to me the real issue is the hiring process and not being able to trust the people that make it through in a case like this.
Exactly, where did they get such an idea and why are people who don't know security trying to dictate security?
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In many cases, refusing to be condescending and treating C suite people like children fixes the problem. Too often, IT tells managers whatever they want to hear and shield them from reality which makes them even more likely to do crazy things.
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I will check to roll this out via gp then and test it out with a smaller group
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Management that doesn't understand that IT can do damned near anything they want (big exception is decrypt things they don't have the keys for) definitely doesn't understand IT at all.
A major thing I tell people - if can't trust your IT group, you must fire them yesterday, because they will screw you today.
Seriously - the absolute highest levels of trust must exist between management and IT, otherwise things just don't work.
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Havent got any resistance i just wanted to understand how is it done other places. Its a new environment for me but i now have answers if they ask such questions
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@ambarishrh said in Decision on Remote Support Tool- ScreenConnect:
Havent got any resistance i just wanted to understand how is it done other places. Its a new environment for me but i now have answers if they ask such questions
We need agents of all sorts for monitoring. Without agents, we have no visibility. Or we have to expose a lot to do it.
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And do you push software through SC and if so are there any stabdard list of software thar.you have?
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We have some basic software already added to our base image
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@ambarishrh said in Decision on Remote Support Tool- ScreenConnect:
We have some basic software already added to our base image
Things in my base image
Chocolately
Citrix
Windirstat
Adobe Reader
Greenshot
MS Office
antivirus
ScreenConnect
