This solution applies to Barracuda SSL VPN 2.0 firmware and is included in Barracuda SSL VPN models 380 and above.
Remote Assistance is a help desk feature for the Barracuda SSL VPN that enables remotely connected users to raise requests for assistance with their IT department. System administrators and help desk personnel can see at a glance which users are in need of help, communicate with a remote user via instant messages and if needed, even view and control the remote system directly to resolve various issues.
Remote Assistance uses a customer VNC Server/Client implementation configured to allow screen collaboration on the client system (the requester). This also provides the chat and file transfer features of Remote Assistance.
Users are granted Access Rights so that they fall into one of the following categories:
- A Standard User who is requesting assistance
- A Help desk or System Administrator who will respond to requests for assistance
In order for users to be able to create and manage requests, Access Rights will need to be set that allow users and assistants to be set.
To see how to set Access Rights for Remote Assistance see Solution #00005407.
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