Accepting an incident
Archiving outdated incidents
Assigning services
Closing an incident
Closing a problem
Creating an incident
Creating an incident with a quick call
Creating appointments
Creating notes
Deleting objects in Service Desk
Editing an incident
Forwarding an incident
Managing announcements
Managing change requests
Managing journal entries
Managing knowledge base articles
Managing tasks
Marking problems as known errors
Merging incidents
Merging problems
Pausing an incident
Pausing a problem
Recovering a computer
Reinstalling a computer
Repairing services
Resetting user accounts for incidents
Resolving incidents and service requests
Searching for incidents
Searching for problems
Searching for tickets
Service Desk: Mobile Device Management activities
Service Desk E-mail Notifications
Starting remote support
Taking over an incident
Unassigning services
Working with problems

Starting remote support

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Go to Matrix42 Enterprise Service Management → Service Desk application.
In the navigation area, click Incidents.
If you cannot find the required incident in the selection list, use Search.
In the selection list, click the incident. Preview opens.
In the action pane, click Establish Remote Connection, and then click Download Remote Connection File.

In order to set up available tools for Remote Support go to Matrix42 Enterprise Service Management → Master Data application → Settings → Remote Connections.