Jamf Remote Assist for macOS

macOS devices that are managed by Jamf Pro can also utilize a Jamf Pro feature called Jamf Remote Assist. Jamf Remote Assist allows a UW Oshkosh IT staff member with appropriate access privileges to make a remote connection to provide an end user with assistance. Access to this feature is limited to Full Time Device Support staff, and Apple Endpoint staff at UW Oshkosh only.

There are two types of sessions available:

Attended session—

If the user is logged in to their computer, the remote session starts as an attended screen sharing session. The user is notified that a screen sharing session is about to begin and they can Accept or Decline. The Jamf Remote Assist session cannot start if the user declines or ignores the prompt. The session opens in a new browser tab with a spinning wait cursor shown.

Unattended session—If a user is not logged in to the computer, the remote session starts as an unattended session. No action is needed from the user. At this time Unattended Sessions are not available.

Important Note: use of the Jamf Remote Access feature generates access logs to provide a full audit trail.

 How to initiate a Jamf Remote Access Session (IT Staff)

1. Login to the UW Oshkosh Jamf cloud instance

2. Search for the device to remotely access, and select the device
   
   

   Open

   
   Open

   

    

3. Click on the Management tab, and then under Remote Assist, the Start Session icon
   
   

   4. Click on the Management tab, and then under Remote Assist, the Start Session icon

 Attended Session

Attended sessions are meant to provide interactive support to users who are present and logged in to the device.

A. Upon clicking the Start Session button, the IT staff member will want to either ensure that pop-up windows are enabled in their browser OR grant the browser permission to open the requested window.

B. The IT staff member will have a window open with a circular progress indicator awaiting the end user to approve the request. The user will receive a pop-up message requesting approval for the session access.

C. When the user clicks Allow, the remote session will start, and the end user desktop will appear within the IT staff member’s browser window. The end user will see a blue border around their entire desktop, and a Remote Assist bubble icon in the lower right hand corner of their screen.
If the session is declined, the IT staff member will receive a notification of the decline.

D. Sessions end automatically when the IT staff member closes their browser window. The end user will be notified of the disconnection, and the blue border and remote assist bubble icon will go away.

 Unattended Session

Unattended sessions are meant to provide technical support to devices that are not logged in. At this time this feature is not enabled.

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