We are excited to let you know that RMM partners who also have a Take Control subscription are now able to use Take Control ‘Fast Assist’, an attended remote access feature, directly in RMM.
With Fast Assist, you can jump onto remote access sessions with end-users who are on devices that are not under management, i.e., devices that don’t have the RMM agent installed and are therefore not in the RMM dashboard.
This makes it the perfect tool for dealing with break-fix type customers, onboarding new accounts, and for helping end-users who are not on their usual computer (for instance, someone working from home that day).
By directly integrating Take Control’s Fast Assist feature, we are able to offer the full set of Take Control functionality: Remote desktop, two-way user chat, command line and PowerShell scripting, detailed system info, and more. It’s available for both Windows and Mac endpoints.
To take advantage of the feature requires you to have a standalone Take Control account – please reach out to your account manager if you would like to find out more. The update is currently rolling out and expected to be available to all partners by Monday.
Here are a few screenshots to show you how it works:
- RMM users who also have a Take Control login will start to see the new ‘Fast Assist’ widget in RMM’s platform bar. Click it to turn it on for your current RMM session.
- If you’re using it for the first time, you’ll be prompted to download the Take Control viewer at this point.
- Now you can start a session with an end-user. Simply invite them to go to www.startcontrol.com and enter the PIN code, or alternatively ping them the URL you see on the screen.
- This downloads a Take Control executable file on the end-user’s desktop. They then run this to initiate the session.
- Note that Fast Assist supports both Macs and Windows devices.
- This is what the end-user sees:
- A few seconds later, the MSP technician will see the request come through in RMM’s Fast Assist widget.
- The user can accept the request, or assign it to a colleague, if there is more than one technician using both RMM and Take Control.
- As soon as the technician accepts the incoming request, the Take Control session begins!
- The end-user will now see an active session window with two-way chat…
- Here is what the technician sees: the full Take Control feature set at their disposal!
We are excited to offer this feature and very much hope it helps you deliver best-in-class frontline service to your customers.
In addition, we are releasing an update to the Dashboard north pane, so that if a device has a monitoring issue, it is signalled more clearly.
It is possible that the so-called ‘fmplugin’ process that runs the monitoring checks stops running on an endpoint, for example for environmental reasons. If the built-in auto-recovery mechanism isn’t able to resolve the issue, then you will see a ‘Checks overdue’ warning in the 24×7 and DSC columns. The Checks tab in the south pane will show additional information to help you diagnose and resolve the issue.
Summary for Release
– Take Control Fast Assist
– RMM Console v2020.02.02
– No agent change
RMM Console v2020.02.02
FEATURE: Take Control Fast Assist (requires a standalone Take Control user login)
UPDATE: New ‘checks overdue’ monitoring status in north pane
BUGFIX: Resolved reported sizes issue for Backup & Recovery’s Session History Report and Restorable Selection Report
BUGFIX: Update to address an erroneous feature ‘pending’ status for EDR