The administrative console provides a single pane to use for monitoring an end user's use of virtual desktops and applications and troubleshooting issues. After you configure the role-based access to the console for your help desk administrators, they can log in and use the console's Search feature to look up users. For a particular user, the help desk administrator can then look up that user's sessions to troubleshoot problems and perform some specific desktop maintenance operations.
In your organization, you might have people in the role of helping your end users with any issues those end users might have when using their virtual desktops and remote applications provided by your environment. You might also have people who you want monitoring the end users' sessions or monitoring the desktop instances and farm RDSH instances to identify issues that might potentially impact the sessions.
In the console, the following items support performing those help-desk-related tasks:
- Give your help desk workers' My VMware accounts access to the console with the appropriate help-desk-related role. The authentication workflow uses My VMware account credentials. For the My VMware accounts, Horizon Cloud provides two predefined help-desk-related roles: Customer Helpdesk and Customer Helpdesk Readonly. You add your help desk workers' My VMware accounts using the console's General Settings page or the Getting Started page. For the steps, see Give Administrative Roles to Individuals in Your Organization for Logging In To and Performing Actions in Your Horizon Cloud Tenant Environment Using the Horizon Universal Console.
- Give your help desk workers' Active Directory accounts the appropriate Horizon Cloud help-desk-related role. The authentication workflow also involves Active Directory account credentials. For the Active Directory accounts, Horizon Cloud provides two predefined help-desk-related roles: Help Desk Administrator and Help Desk Read Only Administrator. For the steps, see Assign Roles to Active Directory Groups that Control Which Areas of the Horizon Universal Console are Activated for Individuals in Those Groups After They Authenticate to Your Horizon Cloud Tenant Environment.
Note: Horizon Cloud roles are assigned at the Active Directory group level. The help desk workers' Active Directory accounts must be in an Active Directory group to be granted the roles.
- The console's search feature. The help desk workers can use this feature to search for a specific end user or VM (desktop instance or farm RDSH instance).
- The user card feature. Using a particular user's user card, help desk workers can examine that user's sessions to troubleshoot problems and perform some specific desktop maintenance operations. The operations available to the help desk worker depend on the help-desk-related role assigned that person's Active Directory account.