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Apple Remote Desktop 3, Part 2: Interacting with Users

Sep 8, 2006

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User Requests

One of the unique features of Apple Remote Desktop that has made it very useful in classroom or help desk settings is the ability for users of Remote Desktop client computers to send requests or messages to administrators. This feature requires that the Remote Desktop menu bar item be enabled on the clients. To send a message, users can select the Remote Desktop menu bar icon and from the drop-down menu can select Message to Administrator. This will open a dialog box in which users can type a message and choose from a pop-up menu displaying all the available computers on which the Remote Desktop application is currently running (which are listed by file sharing name).

This will open a Messages from Users window on the computer running Remote Desktop. The window will display the name of the computer, the user, and the message. If the entire message doesn’t fit in the window, there is a Display button that will display the entire message in a dialog sheet. Incoming messages are retained in this window (which can be displayed by selecting Messages from Users from the Windows menu) until the user selects them and clicks the Clear button. After selecting a message, you can access any of the Remote Desktop commands from the various menus in the menu bar to interact with the associated computer without needing to return to the main window and locate the computer in a computer list. This is a nice feature because it enables you to immediately respond to requests for help or to answer questions.

NOTE

The ability for users to request assistance using Remote Desktop can be very helpful in a classroom situation because students can ask questions or teachers directly but without interrupting the work of other students. It is also helpful in help desk situations as a more direct route for users to request aid. The fact that help desk staff can respond directly to the request both by observing and controlling the computer in question (or performing other management tasks) and by responding to the user without needing to locate the user or computer, makes Remote Desktop an excellent support tool. As does the task history feature which can keep a basic record of the interaction between the technician and the computer. In fact, I know about a handful of schools that have adopted Remote Desktop has a primary helpdesk tool.

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