A key capability is being able to View, Interact with and Stop sessions displayed in any of the Server Views.
If a user has an issue and you as a support administrator has an open ticket or call with the user, you can search for the user with the Session Search and once found, view and interact with the session to help with an application issue.
Note that depending on the status of the session, some options are not available. Here is what it looks like when you right-click on an Active Session:
For assistance for active users, only the View and Stop actions are relevant. Other options are related to possible independent operation of sessions and are covered in the detailed table.
Menu Option |
Description |
Start Selected |
Useful for diagnostics if there is a server-side protocol issue you are trying to reproduce. Using the Administration Console, you can activate tracing and set a single session ID as the session to trace (like the highest numbered session on the server). You can then scroll to that session in the MMC console and select Start to initiate a session, then reproduce the issue. A session trace file can then be forwarded to Inventu as part of diagnosing the problem.
After you start a session, use the View Selected option to interact Using the Built-In Terminal Emulator |
View Selected |
Open a terminal emulation session at your desktop shared with the user. Each action you take on the session will be immediately refreshed at the user's browser session (and same with the user making changes--you will see them immediately).
For more help on working with the session, see: Using the Built-In Terminal Emulator |
Open Selected |
Combines Start Selected and View Selected in a single click--only for diagnostics or for convenience of accessing the host application. |
Stop Selected |
Will stop the session. If an active web terminal emulation user is connected to the session, a message box (in the user's preferred language) will be displayed:
|
Restart Selected |
Not generally used but can be useful during a diagnostic effort if a reproduction step was omitted or made in error while using the terminal emulator. |
Refresh |
Not specific to the selected session, this will refresh the active view. |
Help |
Will display this help at the top of the Table of Contents. |
Next Section: Using the Built-In Terminal Emulator
