Successful integration with Web Help Desk requires the following:
Web Help Desk administrator privileges (to set up the integration)
The Mini Remote Control application installed on each technician computer
The Mini Remote Control agent installed on each remote computer or asset
A valid IP address for each asset
You do not need to perform any configuration in Mini Remote Control 11.1 or later to integrate with Web Help Desk v 12.2.0.
You must have administrator privileges in WHD to integrate the two products.
To configure the DameWare and WHD Integration:
Logon to Web Help Desk.
Navigate to Setup > Assets > Options.
Select DameWare Integration Links Enabled.
This creates a registry entry in your Web Help Desk installation that is used to open Mini Remote Control.
The Mini Remote Control application must be installed on each technician computer that is used both to access WHD and to open a Mini Remote Control connection. When you open a Mini Remote Control connection from WHD, the protocol handler opens the local copy of MRC. If Mini Remote Control is not installed on the local computer, you cannot create a Mini Remote Control session from Web Help Desk.
A Mini Remote Control connection in Web Help Desk Integration mode does not allow you to add or remove agents from the remote computer or asset. All assets must already have the Mini Remote Control agent installed on them before Mini Remote Control can connect to them.
Note: You do not need to pre-install the Mini Remote Control agent to create Internet Sessions. Users download the Internet Session agent or Mini Remote Control agent from the DameWare Internet Proxy server.
Each asset must have a valid IP address associated with it in WHD. If an asset does not have a valid IP address, the Remote Connect dialog displays.