I'd be interested, too ...
For TeamViewer, you may be able to do the following:
Make CustomerID.tvc files for each connection -- or usernames -- but at
least something that you can have a relationship between the ticket
customer and the connection icon. This assumes that you know this
information in advance.
The .tvc file is comprised of three lines (four if you dare include the
password in plain text) (999999999 represents your client's targetID):
[TeamViewer Configuration]
targetID=999999999
action=RemoteSupport
password=my$ecret
Please note that if you do put the password in plain text, it's a bad idea,
but there is a possibility to mitigate this problem ever so slightly by
whitelisting the "valid" partnerIDs in the TeamViewer Host options. Also,
if there's any access to the outside world that you're doing this and they
can guess your customerIDs, and uri to the tvc file, bad guys might be able
to connect using your targetIDs.
Then, you'll want to make sure this file is of type octet/streaming, either
in apache config or .htaccess:
AddType application/octet-stream tvc
This forces download/save or run instead of text view and your TeamViewer
app will attempt to connect to this connection.
In OTRS, you'll need an appropriate path to these files and utilize the
CustomerUser Map/http-link like suggested in
http://forums.otterhub.org/viewtopic.php?f=60&t=7787
But, let's say you don't have that information. You can still (as I do)
have the signatures include a link to remote support/webex/join.me applet
or link that is initiated on the customer side.
Explicitly: I have a customized TeamViewer QuickSupport hosted on my
company's domain. Every communication I have with the customer lets the
customer know that link. "but why?" Why not? it doesn't cost any extra for
the customer to download it or run it and it's pretty useless to the
customer to have only half a solution. Meanwhile, it helps the customer be
prepared for my connection to their machine. She can reply to the ticket "I
have the link open and these are the connection credentials..."
On Sun, Dec 2, 2012 at 4:16 PM, Derek Kiely
Hi All,****
** **
I would like to know what Remote Support Software can be easily integrated into OTRS? E.g Teamviewer, gotomeeting, webex etc… Also if anyone has done this I would appreciate any recommendations/limitations. ****
** **
Derek Kiely****
** **
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