EUCHorizon Cloud Services Advanced Integrations Day 2Getting started with Horizon Cloud Assist

Getting started with Horizon Cloud Assist

VMware Workspace ONE Assist for VMware Horizon is a real-time remote employee support solution that enables IT and help desk staff to support employees with virtual desktop task and issues remotely. With Workspace ONE Assist for Horizon, support staff can quickly launch support sessions and remotely view and control virtual desktop directly from the Horizon Universal console.

Part 1:  Assign Helpdesk Group for Horizon Assist in Site-1

Part 1: Assign Helpdesk Group for Horizon Assist in Site-1.
  1. From the ControlCenter Desktop
    • Launch Google Chrome Site1 profile
    • In the address Bar Navigate to https://cloud.horizon.vmware.com access Horizon Universal Console.
      • Username: hznintattxx@livefire.solutions
        • Where xx is the number assigned to you or the team.
      • Password: VMware1!
      • In the next login page in Active Directory Credentials.
        • Username: administrator
        • Password: VMware1!
        • Domain: EUC-LIVEFIRE
      • Click LOGIN
  1. From the Horizon Universal Console
    • Expand the Settings from the left hand menu
      • Go to Roles & Permissions
        • Under Roles menu
          • Select Help Desk Administrator
          • Click on EDIT ROLE
            • This opens a new Edit Help Desk Administrator window
  1. Under User Group
    • Add HelpDesk Group
    • Click Save
  1. Under Roles Menu
    • Select Help Desk Administrator
      • On the right hand side
        • Confirm that EUC-LIVEFIRE\helpdesk group is added
      • Logout from Universal Console Page
  1. From the ControlCenter Desktop
    • Launch Google Chrome Site1 profile
    • In the address Bar Navigate to https://cloud.horizon.vmware.com access Horizon Universal Console.
      • Username: hznintattxx@livefire.solutions
      • Where xx is the number assigned to you or the team.
      • Password: VMware1!
        • In the next login page in Active Directory Credentials.
        • Username: Kevin
        • Password: VMware1!
        • Domain: EUC-LIVEFIRE
        • Click LOGIN

It might help you if you launch the browser session in a NEW INCOGNITO Mode session

Part 2: Testing Horizon Assist in Site-1

Part 2: Testing Horizon Assist for A User in Site-1
  1. In the ControlCenter
    • Navigate Desktop > Remote Desktops > Site1
    • Launch the RDP session to w10EXT-01a.RDP
  1. On the  W10EXT-01a desktop
    • Launch Horizon Client
      • In Horizon Client, Click on + Add Server
  1. In the Name of the Connection Server window
    • Enter YOUR assigned broker FQDN
      • brokerxx.euc-livefire.com
        • Where xx is your assigned number
      • Select Connect
  1. In the Login window
    • In the Username, area
      • Type Jill
    • In the Password, area
      • Type VMware1!
    • Select Login
  1. In the VMware Horizon Client
    • Select your CorpXX-Asst desktop assignment
      • Where xx is your assigned number
        • Wait for the User login is complete.
    • In the Drive Sharing prompt
      • Select Allow
  1. In the ControlCenter Desktop
    • From Google Chrome
      • Ensure User Kevin Logged In Universal Console as Helpdesk Administrator.
      • In the Top Next to Users, In the Search here
        • Type Jill
          • Click on  Jill Verneo user
            • This opens a new window for Jill Vernio Session Information
  1. Under Computer Name column
    • Click on the blrXX-asst-X.euc-livefire.com
      • Where x is the unique Virtual Desktop for allocated to Jill
        • In our example it is blr25-asst-3.euc-livefire.com
      • This opens a New Window with the desktop information.
  1. In the New Window
    • Click on WORKSPACE ONE ASSIST
  1. In the New Workspace ONE Assist
    • Under Do you want to connect to remote desktop with Workspace ONE Assist?
      • Click on WORKSPACE ONE ASSIST
        • It will redirect to a new assistforhorizon Tab
  • Note: Ensure to unblock the pop-up from the top right hand corner of google chrome
  • Note: At times,  clicking once may not work so if it doesn't work within 30 seconds to 1 minute, click again on Workspace ONE ASSIST button
  1. On your ControlCenter browser
    • In the new assistforhorizon tab
    • Wait for "Message Sent" and "Waiting for device connection" complete
  1. On the ControlCenter,
    • Switch to RDP Session of w10EXT-01a
      • Within Assist For Horizon Window
        • Click on I UNDERSTAND
  1. On your ControlCenter server
    • Switch back to your Chrome Browser
      • A 4 digit pin will be displayed
        • Make a note of the pin
  1. In the ControlCenter,
    • Switch back to w10EXT-01a
      • In the Assist of Horizon Window
        • Under Enter 4 Digit Pin provided by support
          • Enter your saved PIN
          • Click Agree
    • Minimize the RDP Session of w10EXT-01a
  1. From the assistforhorizon tab in Google Chrome
    • Kevin can now control Jill's desktop session
    • In case, Jill has any technical issue in his VDI Session
      • Kevin will be able to Assist Jill with any technical issues

Part 3: Testing Workspace One Assist For Horizon in Site-2

Part 3: Testing Workspace One Assist For A User in Horizon in Site-2
  1. In the ControlCenter
    • Navigate Desktop > Remote Desktops > Site2
  1. In the W10EXT-02a Desktop
    • Launch the VMware Horizon Client Shortcut
    • Select your YOUR assigned broker FQDN
      • brokerxx.euc-livefire.com
        • Where xx is your assigned number
    • Select Connect
  1. In the Login window
    • In the Username, Type Tom
    • In the Password, Type VMware1!
    • Select Login
  1. In the VMware Horizon Client
    • Select your CorpXX-Asst desktop assignment
    • Where XX is your assigned number
  1. From the ControlCenter Desktop
    • Launch Google Chrome
    • In the address Bar Navigate to https://cloud.horizon.vmware.com access Horizon Universal Console.
      • Username: hznintattxx@livefire.solutions
      • Where xx is the number assigned to you or the team.
      • Password: VMware1!
        • In the next login page in Active Directory Credentials.
        • Username: Kevin
        • Password: VMware1!
        • Domain: EUC-LIVEFIRE
        • Click LOGIN
  1. In the Top Next to Users, In the Search here
    • Type Tom
      • Click on  Tom Marios  user
        • This opens a new window for Tom Marios Session Information
  1. Under Computer Name column
    • Click on the seaXX-asst-X.euc-livefire.com
      • Where X is the unique Virtual Desktop for allocated to Tom
        • In our example it is sea25-asst-3.euc-livefire.com
      • This Opens a New Window with the desktop information.
  1. In the New Window
    • Click on WORKSPACE ONE ASSIST
  1. In the Workspace ONE Assist Window
    • Under Do you want to connect to remote desktop with Workspace ONE Assist?
      • Click on WORKSPACE ONE ASSIST
        • It will redirect to a new assistforhorizon Tab
  • Note: At times redirect takes 5 to 7 seconds to work.
  • Note: Ensure to unblock the Pop-ups from the top right hand corner of google chrome
  • Note: If there any error shows up, click again on WORKSPACE ONE ASSIST
  1. In the new assistforhorizon tab
    • Wait for "Message Sent" and "Waiting for device connection"  to complete
  1. On  ControlCenter,
    • Switch to your  w10EXT-02a RDP session
      • Inside  Horizon Client \ Tom Marios session
        • Within Assist For Horizon Window
          • Click on I UNDERSTAND
  1. On your ControlCenter Browser
    • A 4 digit pin will be displayed
      • Make a note of the pin
  1. Switch back to the w10EXT-02a RDP Session
    • Inside Horizon Client \ Tom Marios session
      • Under Assist of Horizon Window
        • Enter 4 Digit Pin which was generated in Step 11
        • Click Agree
    • Minimize the RDP Session of w10EXT-02a
  1. From assistforhorizon in Google Chrome
    • Kevin can now control Tom Mario's desktop session
      • Kevin will be able to Assist Tom with any technical issues within the Desktop session
Part 4 : Preparing for Day 3 labs

On your ControlCenter server complete the following tasks

  • Logout of all Horizon Desktop sessions on both Site 1 and Site 2
  • Logout of all Windows 10 RDP desktop sessions on both Site 1 and Site 2
  • Logout of all Administrative Consoles
  • Close all Browser Profiles for both Site 1 and Site 2
  • Close any CMD.exe SSH sessions
  • If a DNS Manager window is open, then close it
  • Close all File Explorer windows sessions

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