This solution applies to Barracuda SSL VPN 2.0 firmware and is included in Barracuda SSL VPN models 380 and above.
When a user has been assigned the Remote Access View Access Right they will gain access to the Remote Assistance page in the Management Console. From this page Remote Assistance Requests can be created and launched, and any Inactive requests can be edited.
Remote Assistance assistants have access to the Remote Assistance page in the Management Console. On this page will be a list of all current Requests. Requests with the following status will require action by an Assistant:
- Inactive – No action is currently being taken on this Request. Click Start Assistance to initiate a connection to the remote system. The status will automatically change to ‘Waiting for user’, and the assistance session will begin when the user responds.
- Waiting For Connection – The remote user has already initiated an assistance session, and is waiting for an Assistant to respond. Click the link or the Launch option to open the Remote Assistance window to connect directly to the remote user’s desktop.
The Assistant assigned to a Request will be notified via email of any changes that have been made to Request, including when it is closed. When the assistance session is complete, the Assistant can close the connection by closing the Remote Assistance window. This will automatically remove the Request from the queue.
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