You can request remote assistance from an administrator within an Enterprise cloud desktop. You can also share your Enterprise cloud desktop with others to collaborate. Collaborators can join using a collaboration invitation code. This topic describes how to request remote assistance and start a shared collaboration.
This topic uses the Windows client V7.13 and a WUYING Workspace Enterprise Edition cloud desktop as examples.
Prerequisites
You are connected to an Enterprise cloud desktop.
Before you request remote assistance, an administrator must enable the Contact Administrator for Help permission for you. For more information, see Collaboration policies.
Before you start a shared collaboration, an administrator must enable the User Stream Collaboration permission for you and other participants. For more information, see Collaboration policies.
Applicable scope
Images
This feature supports only Windows OS images that use Adaptive Streaming Protocol (ASP) V1.1.0 or later and custom images created from these OS images.
NoteContact an administrator or log on to the Elastic Desktop Service Enterprise console. On the Cloud Computers page, check if your cloud desktop uses the ASP protocol.
For cloud desktops that do not use the ASP protocol, ask an administrator to upgrade the cloud desktop to the ASP protocol to enable the collaboration feature. For more information, see Upgrade a cloud desktop or image to use the ASP protocol.
Alibaba Cloud Workspace Terminals
This feature requires the following minimum versions for Alibaba Cloud Workspace Terminals:
Software clients (Windows client, macOS client): V6.2
Web client: No version requirement
Remote assistance
Remote assistance for Enterprise cloud desktops works in two ways:
Initiated by an administrator: An administrator can start remote assistance from the Alibaba Cloud Workspace Enterprise console. After you receive a notification message on your cloud desktop and accept the remote assistance request, the session begins. For more information, see Start remote assistance.
Initiated by an end user: If you encounter a problem while using your cloud desktop, you can send a remote assistance request to an administrator from within the cloud desktop. After the administrator accepts the request in the Elastic Desktop Service Enterprise console, the administrator must start a remote assistance session. After you accept the session request on your cloud desktop, the administrator can identify and help you solve the problem online.
To initiate remote assistance as an end user, follow these steps:
Open the floating ball in the cloud desktop and click Remote Assistance.
On the Remote Assistance Request page, click Send Now.
After the administrator accepts your request, they will send a remote assistance invitation. The User Request for Remote Assistance window appears on your cloud desktop. Click Assist Now.
NoteIf the administrator does not respond to your request within 180 minutes, the request automatically expires. You must send a new remote assistance request.
To end the remote assistance session, click Exit Assistance.
NoteIf you do not see the button, click the
icon on the cloud desktop to display it.
Shared collaboration
You can start a shared collaboration to share your cloud desktop with other users. You can also use a collaboration invitation code to join a shared collaboration started by another user.
Start a collaboration
Open the floating ball in the cloud desktop and click Collaboration Session.
Click Start Collaboration, and then click Copy. Send the collaboration code to other users and wait for them to join.
NoteIf you do not need to collaborate, click Discard code.
The shared desktop displays a Joined Shared Collaboration message after a collaborator joins. After the collaborator leaves, the desktop displays a Stopped Shared Collaboration message.
The collaboration code for the shared desktop remains valid until it is destroyed. A collaborator can use the same code to rejoin the collaboration after leaving.
If you try to join a collaboration that is already in progress, you will receive the message:
The user is in a collaboration and cannot establish a session with you. Please connect later.This is because a third person cannot join a cloud desktop that is already in a shared collaboration, and remote assistance cannot be started for that desktop.
Join a collaboration
Before you join a collaboration, obtain the collaboration invitation code from the user who started it.
You can join a shared collaboration in one of the following two ways.
On the resource list page of the client, click the icon in the upper-right corner and click Collaboration.
Open the floating ball in the cloud desktop, click Collaboration Session, and then click Join Collaboration.
NoteAfter you join a collaboration, you can use the floating ball to monitor the status of the collaboration window and use the Metrics, Fullscreen, and Exit Fullscreen options.
In the text box, enter the collaboration invitation code and click Join Now.
End a collaboration
On the shared cloud desktop, click the
icon and then click End Collaboration.When the Collaboration Session window displays the message
Are you sure you want to end the shared collaboration task for this cloud desktop?, click End Now.