In Horizon Help Desk Tool, you can view basic user information in a user card. You can click tabs in the user card to get more details about specific components.

The user details can sometimes appear in tables. You can sort these user details by table columns.

  • To sort a column by ascending order, click the column once.
  • To sort a column by descending order, click the column twice.
  • To not sort the column, click the column thrice.

Basic User Information

Displays basic user information such as user name, phone number, and email address of the user and the connected or disconnected status of the user. If the user has a desktop or application session, the status of the user is connected. If the user does not have any desktop or application sessions, the status of the user is disconnected.

You can click the phone number to open a Skype for Business session to call the user to collaborate with the user on a troubleshooting task.

You can also click the email to send a message to the user.

Sessions

The Sessions tab displays information about desktop or application sessions that the user is connected to.

You can use the Filter text box to filter desktop or application sessions.

Note: The Sessions tab does not display session information for sessions that use the Microsoft RDP display protocol or sessions that access VMs from vSphere Client or ESXi.

The Sessions tab includes the following information:

Table 1. Sessions tab
Option Description
State Displays information about the state of the desktop or application session.
  • Appears green, if the session is connected.
  • L, if the session is a local session or a session running in the local pod.
  • G, if the session is running in a different pod in the pod federation.
Computer Name Name of the desktop or application session. Click the name to open the session information in a card.

You can click the tabs in the session card to view additional information:

Protocol Display protocol for the desktop or application session.
Type Displays whether the desktop is a published desktop, virtual machine desktop, or an application.
Connection Time The time the session connected to Connection Server.
Session Duration The duration of time the session remained connected to Connection Server.

Desktop Entitlements

The Desktop Entitlements tab displays information about the published desktops or virtual desktops that the user is entitled to use.

Table 2. Desktop Entitlements
Option Description
State Displays information about the state of the desktop session.
  • Appears green, if the session is connected.
Desktop Pool Name Name of the desktop pool for the session.
Desktop Type Displays whether the desktop is a published desktop or virtual machine desktop.
Note: Does not display any information if the session is running in a different pod in the pod federation.
Type Displays information about the type of desktop entitlement.
  • Local, for a local entitlement.
  • Global, for a global entitlement.
vCenter Displays the name of the virtual machine in vCenter Server.
Note: Does not display any information if the session is running in a different pod in the pod federation.
Default Protocol Default display protocol for the desktop or application session.

Application Entitlements

The Application Entitlements tab displays information about the published applications that the user is entitled to use.

Table 3. Application Entitlements
Option Description
State Displays information about the state of the application session.
  • Appears green, if the session is connected.
Applications Displays the names of published applications in the application pool.
Farm Name of the farm that contains the RDS host that the session connects to.
Note: In the case of a global application entitlement, this column shows the number of farms in the global application entitlement.
Type Displays information about the type of application entitlement.
  • Local, for a local entitlement.
  • Global, for a global entitlement.
Publisher Software manufacturer name of the published application.

Activities

The Activities tab displays the event log information about the user's activities. You can filter activities by a time range such as the Last 12 hours or Last 30 Days or by administrator name. Click Help Desk Event Only to filter only by Horizon Help Desk Tool activities. Click the refresh icon to refresh the event log. Click the export icon to export the event log as a file.

Note: The event log information is not displayed for users in a CPA environment.
Table 4. Activities
Option Description
Time Select a time range. Default is the last 12 hours.
  • Last 12 Hours
  • Last 24 Hours
  • Last 7 Days
  • Last 30 Days
  • All
Admins Name of the administrator user.
Message Displays messages for a user or administrator that are specific to the activities that the user or administrator performed.
Resource Name Displays information about the desktop pool or virtual machine name on which the activity was performed.