Service Desk - Channel

Overview

The Service Desk - Channel feature in Splashtop On-Prem simplifies IT support by organizing support sessions into manageable channels. 

Features of Service Desk - Channel

1. Channel Management:

   • Create and edit channels for organized support.
   • Associate technicians and groups with channels.
   • Enable granular permissions for each channel.

2. Permissions and Roles:

   • Assign roles such as Channel Manager or Technician with distinct permissions.
   • Permissions include creating, transferring, and managing support sessions.

3. Support Sessions:

   • Each channel can manage up to 100 support sessions.
   • Sessions can be transferred, closed, or reassigned across channels.

4. Default Channel:

   • A system-created default channel ensures seamless transition for unassigned sessions.

5. Granular Control:

   • Fine-tuned permissions for tasks such as remote access, file transfers, and command execution.

How to Use Channels

1. Creating a Channel

• Navigate to Management > Service Desk > Channels.
• Click on Create Channel.
• Fill in the required fields:
  • Channel Name: Must be unique (up to 64 characters).
  • Description: Optional but helpful for identification.
  • Session Expiration: Define expiration (e.g., 30 mins, 1 day).

2. Assigning Technicians and Groups

• Use the Assign Technicians & Groups panel.
• Select from available groups or technicians.
• Note: Up to 1,000 technicians and 100 groups can be associated with a channel.

3. Editing or Deleting a Channel

• Access the gear menu next to the channel name.
• Select Edit Channel to modify properties or permissions.
• Choose Remove Channel to delete. Note that this action is irreversible.

Permission Matrix

Roles dictate the actions a user can perform. Below is a summary:

Channel Behaviors

Default Channel

• A single default channel exists per team.
• Unassigned sessions from private channels are automatically moved here.
• Cannot be deleted or disabled.

Enabling/Disabling Channels

• Disabled channels are hidden from the Service Desk console but retain their data.
• Enabled channels appear in the console and allow session management.

Error Handling

• Duplicate names trigger an error prompt.
• Session limits: Exceeding 100 sessions or maximum active channels results in errors.

Best Practices

1. Organize Channels:
   • Use descriptive names and appropriate session expiration times to streamline management.
2. Utilize Default Channel:
   • Ensure proper handling of unassigned sessions by configuring the default channel correctly.
3. Leverage Granular Controls:
   • Assign permissions based on roles for precise control over session actions.

Logs and Reporting

• Channel logs include details of changes, session activities, and user actions.
• Export logs monthly or filter by date and channel for detailed reports.

Troubleshooting Common Issues

• Channel Not Visible: Check the channel status (enabled/disabled).
• Permission Errors: Verify role assignments and granular settings.
• Session Transfer Errors: Ensure technicians are assigned to both source and destination channels.