Create Agent Configuration Templates

Agent Configuration templates are a quick way to pre-configure the Agent file sent to customers for unattended support access to their devices. Manage Agent settings across all your unattended devices to ensure all devices in your account are safe and secure.

Create different templates for the various types of devices you support, and easily deploy those templates to different device groups, ensuring the settings are consistent across all of your customers devices.

Keep your Agent Templates secure by locking the settings and preventing unwanted end-user changes to the Agent. Locking your settings is a great way to enforce and prevent unwanted security changes.

  1. From the left Navigate Menu, select Management > Agent Templates.
  2. Click the Add button to create a new Agent Configuration Template.
  3. Enter a name for the new Agent Configuration Template and select the Settings options to apply to the Agent Template:

    • Lock Settings - always enabled by default for any devices managed by an Agent Configuration Template

    • Grant users permission to create Support Requests and/or Deferred Support Requests

    • Show the History tab for Deferred Support Requests

    • Optimize Desktop settings when in session - select this option and an additional checkbox is visible to Disable Windows Video Hardware Acceleration while in a session.

      This option can cause severe performance issues if misused

    • Enable RDP Tunneling – enables the automatic creation of port forwarding that is used with the RDP protocol. Click here to learn more about RDP.

    • Enable TCP Port forwarding – enables the TCP Port forwarding setting and configures the corresponding port. For more information, see Configure Port Forwarding.

    • Use TCP port – enter a port number for incoming connections.

  4. In the Security section of the window, configure your security options:

    • Notify when a tech is in session - select this option and additional fields are available:

      • Notification popup can be closed - allows end-user to close out of popup notification

      • Show screen sharing boarder - displays a boarder around remote machine during support sessions

    • Enable local authorization - select Operating System Password and an additional checkbox is available to Allow restricted user accounts to log in. Select Take Control Password from the drop down, and additional fields are available to create and confirm a password.

    • Remote sessions require local user authorization - select this option and specify an Approval message, an Approval Timeout time (in seconds) and chose an action to occur after time out (Allow Access / Deny Access).

    • Block automatic Agent updates - enabling this option will introduce a potential security risk, and is reserved solely to address specific compliance, audit or security requirements.

  5. Click Add to save your changes and confirm the addition of the Agent Configuration Template to your account.

After creating your Agent Configuration Templates, you can use them to quickly apply the settings to new devices, or

Review the Agent Settings from the Devices page

  1. Navigate to the Devices page.

  2. Select the device from the list with the newly applied Agent Configuration settings and scroll down to the device details section at the bottom of the Devices page.

  3. Click Agent Settings to review all settings for the Agent Configuration Template applied to that device.

Confirm the status and review all settings for any device where an Agent Configuration Template is applied.

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