Remote assistance, authorising a Sefthy intervention
How Sefthy support asks for the desktop of a protected server, who can authorise it, how long a session lasts and how to stop it.
A Sefthy technician can ask to connect to the desktop of the protected server for the length of an intervention. The session does not exist until you authorise it from the Console. In the Console the feature is called Remote assistance and only Sefthy staff have the menu entry that opens it.
How the request reaches you
The technician opens the request from the DR page and writes the reason for the intervention. You get a box at the bottom right, wherever you are in the Console, with the name of who is asking, the DR, the reason and the time by which you have to answer. There are two buttons, Allow and Deny. If you were not online at that moment, the same request waits for you as a banner on the DR page.
The request stays valid for 15 minutes. After that it lapses on its own and the technician has to ask again.
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Apri il file direttamente →Who can authorise
Anyone with permission to start a DR, in the company the DR belongs to or in its parent company. Whoever asked for the session cannot approve it themselves, and cannot approve it while impersonating another user either. Consent always comes from someone other than the requester.
While the session runs
As soon as you allow it, the DR page shows the Remote assistance in progress box with the name of the connected technician and the expiry time. A session lasts one hour at most, then it closes on its own. The Stop button closes it earlier, at any moment and without owing anyone an explanation.
What happens on the server
You open no ports and no remote control program stays running. It is the Sefthy Agent that opens the connection towards Sefthy from inside the network, once the session has been authorised, and shuts it down when the session ends. The session credentials are good for that session only and are of no use to anyone once it closes.
The screen is not recorded. What stays on record for each session is who asked for it, who authorised it, for what reason, when it started and how long it lasted.
If the connection does not start
With an agent that is not up to date the technician cannot even ask for the session, and the way out is to reinstall the agent, which brings it back to the latest version. If the agent is simply switched off, the request can still be made, but the desktop does not open until the server is back online. A failed start is reported too, rather than leaving you waiting.