How to put a “Request Remote Assistance” icon on users desktop in Windows 8 or 8.1
Currently Windows Intune does not support Remote Assistance Invitations (requests) to be sent on Windows 8 using Windows Intune Center. However, you can achieve a similair solution using the power of Group Policy.
This method will provide end users with a desktop icon which, when clicked, generates a request for asssistance. An e-mail is composed and the the request file is attached.
Note: the computer needs to be domain joined, a solution for Workgroup Windows computers will be explained in a future blog.
Edit or create a GPO targeted against your end-users.
- Open Group Policy Management to edit or create a policy.
- Browse to “Computer Configuration”, “Administrative Templates”, “System”, “Remote Assistance”.
- Edit “Configure Offer Remote Assistance” and select “Enabled”
- Depending on whether your IT administrators want to view or control end-users sessions, select the desired option accordingly:
- Select “OK” and return to the Group Policy Management console.
Edit or create a Group Policy Preference targeted against your end-users
- Either use the previously edited Group Policy or create a new one.
- Browse to “User Configuration”, “Preferences”, “Windows Settings” and right-click “Shortcuts” followed by “New -> Shortcut”.
- In the shortcut properties make sure to enter the details as follows:
- Action: Update
- Name: Request Remote Assistance (note: can be anything)
- Target Type: File System Object
- Location: Desktop
- Target Path: %windir%\system32\msra.exe
- Arguments: /email (note: can be changed according to desired behaviour)
- Start in: %windir%\system32
- Icon File Path: %windir%\system32\msra.exe
- Select “OK” and return to the Group Policy Management console.
- Close the Group Policy Management console.
Test the new Remote Assistance procedure
On a Windows 8/8.1 client PC, open a Command Prompt and type:
- gpupdate
You should see the policy being applied and a new icon appear on the destop.
Note: If the icon doesn’t appear test whether the policy is being applied using “gpresult /r” or check the eventlog for more detailed information.
If an end user double-clicks the “Request Remote Assistance” icon, the default e-mail client will be opened with a Remote Assistance Invitation attached.
Instruct the end user to send this e-mail to the central helpdesk or a specific user.
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