How to put a “Request Remote Assistance” icon on users desktop in Windows 8 or 8.1

Currently Windows Intune does not support Remote Assistance Invitations (requests) to be sent on Windows 8 using Windows Intune Center. However, you can achieve a similair solution using the power of Group Policy.

This method will provide end users with a desktop icon which, when clicked, generates a request for asssistance. An e-mail is composed and the the request file is attached.

Note: the computer needs to be domain joined, a solution for Workgroup Windows computers will be explained in a future blog.

Edit or create a GPO targeted against your end-users.

• Open Group Policy Management to edit or create a policy.

• Browse to “Computer Configuration”, “Administrative Templates”, “System”, “Remote Assistance”.
• Edit “Configure Offer Remote Assistance” and select “Enabled”

• Depending on whether your IT administrators want to view or control end-users sessions, select the desired option accordingly:

• Select “OK” and return to the Group Policy Management console.

Edit or create a Group Policy Preference targeted against your end-users

• Either use the previously edited Group Policy or create a new one.
• Browse to “User Configuration”, “Preferences”, “Windows Settings” and right-click “Shortcuts” followed by “New -> Shortcut”.

• In the shortcut properties make sure to enter the details as follows:
  • Action: Update
  • Name: Request Remote Assistance (note: can be anything)
  • Target Type: File System Object
  • Location: Desktop
  • Target Path: %windir%\system32\msra.exe
  • Arguments: /email (note: can be changed according to desired behaviour)
  • Start in: %windir%\system32
  • Icon File Path: %windir%\system32\msra.exe

• Select “OK” and return to the Group Policy Management console.
• Close the Group Policy Management console.

Test the new Remote Assistance procedure

On a Windows 8/8.1 client PC, open a Command Prompt and type:

• gpupdate

You should see the policy being applied and a new icon appear on the destop.

Note: If the icon doesn’t appear test whether the policy is being applied using “gpresult /r” or check the eventlog for more detailed information.

If an end user double-clicks the “Request Remote Assistance” icon, the default e-mail client will be opened with a Remote Assistance Invitation attached.

Instruct the end user to send this e-mail to the central helpdesk or a specific user.

Consider leaving a reply in case this post helped you. Thanks!

Comments

• Anonymous
  January 01, 2003
  thanks for this solution.

• Anonymous
  January 01, 2003
  @Joachim,
  
  You could create an MSI and push that via "Managed Software" in InTune.

• Anonymous
  January 01, 2003
  Thanks for share.

• Anonymous
  January 01, 2003
  thanks for this solution.

• Anonymous
  November 18, 2013
  Very good. Nice sample, thanks for sharing

• Anonymous
  December 17, 2013
  Avec la nouvelle version de Windows Intune et System Center Configuration Manager 2012 R2, de nombreuses

• Anonymous
  August 25, 2014
  Very nice for Domain infraestructures... is there a good news for Workgroups??

• Anonymous
  October 09, 2014
  not having any luck - event log reports an error

• Anonymous
  October 31, 2014
  Thank You for this. It helps a lot.
  
  I do have one question PLEASE. If I have to install a program on the users Pc and he is not a local admin the UAC kick in and I get black screen on my side and the user get the admin Authentication screen.
  
  What must I do to be able to see the screen to enter my admin details and not a black screen on myside.

• Anonymous
  November 01, 2014
  Hi Rudi, probably the best is to start an elevated command prompt using the Run As feature (from within a NON elevated CMD) and fire up the installation from there.

• Anonymous
  April 08, 2015
  how to change the iconfile

• Anonymous
  September 01, 2015
  Hi is the solution for Workgroup Windows computers available?
  
  Thx

• Anonymous
  October 18, 2015
  works well