How to enable Direct Support/Direct Tools for either one or multiple devices

Last Modified

Mon Nov 19 17:54 GMT 2018

Description

  • How to enable Direct Support/Direct Tools for either one or multiple devices
  • How to set Direct Support/Direct Tools to be enabled/disabled by default

Environment

  • N-able N-central

Solution

  • To enable the Direct Support/Direct Tools option for a single device, please do the following:
    1. On the device, select Settings > Properties
    2. Enable the option for Direct Support
    3. Select Save
  • To bulk enable the Direct Support/Direct Tools option for multiple devices, please do the following:
    1. From the All Devices view, select the devices you would like to enable Direct Support/Direct Tools on
    2. Select Edit
    3. Enable the option for Direct Support
    4. Select Save
  • To enable the Direct Support/Direct Tools feature by default, this can be done via a Rule, by doing the following:
    1. At the appropriate level (SO/Customer/Site) select Configuration > Monitoring > Rules
    2. Select Add to create a new rule/select the desired rule
    3. Select Network Device Configuration Options
    4. Change the Action dropdown to Enable Direct Support under the Direct Support section
    5. Select Save
  • NOTE: Windows devices that are automatically assigned a professional license during discovery import will have this option enabled
  • NOTE: If the device is using an essential license, then the feature would need to be enabled with the steps found above