Remote Tool Access Rules

Rules for Admin and Support Modes

Permissions to use a remote tools from Technician end are ruled in Admin Mode and Support Mode Tabs. Each rule specifies whether a request to use a remote tool will be automatically accepted, denied or end-user managed.

Name

List of remote tools that a Technician can initiate.

Option

Action to be taken in regards to the Technician's request:

•	Prompt: Prompts the Remote PC user for permission to proceed.

•	Accept: Accepts the request without prompting the PC user.

•	Deny: Denies the request without prompting the PC user.

Timeout

Specifies amount of time while prompt window will be displayed. Once elapsed this time, the request will be automatically accepted or denied according to Accept checkbox.

Specifies whether the request will be accepted or denied when Timeout expires.

Group

Allows you to group remote tools in order to specify overriding priority for each group. When an request to use a specific tool is accepted, all request for tools with same or lower priority (higher Priority number) belonging to the same group will be automatically accepted. Pre-defined groups are as follows:

Group	Tools
1	Desktop Viewing Desktop Control
2	File Transfer
3	Port Forwarding
4	Remote Shell
5	Remote Desktop
6	System Information

Priority

Indicates the priority for the tool within the specified group.

By default, SupportSmith will prompt the attendee for permission. You can change this option to Accept (will accept the request automatically) or Deny (will deny the access).

When access is denied, the Remote Customer isn't notified. The Technician will see an "Access Denied" message.

For instance, on the picture below, when the Technician wants to start the feature "Desktop Viewing", the Remote Customer will be prompted and the system will await for a response during 6 seconds, to finally Accept the request unless the Remote Customer denies the permission.

The other features will prompt and the system will indefinitely wait for a response.