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Ability to turn-off Messages for Access Clients / Sessions vs both Support/Access

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mattonz
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  • Pending Review

I am setting up ScreenConnect + PAM for work and would like to be able to turn off the Messages functionality for our devices so Staff can't right click the system tray and send Messages. (Log a Ticket the proper way, don't try and reach IT via this method)


The BitMask setting is an all or nothing, Off or On for both Support and Access.

I can see how the product has grown overtime but this is how I am planning to use it: 

Support: For the ServiceDesk to help Customers with their devices. Yes, you'd want to send Messages be able to Chat with the remote end.

Access: For IT / ServiceDesk to manage PAM on 800 devices. If you want to remote help a staff member do it via Teams or Join with a Code using Support method above.  Same experience for everyone.  Ideally there'd be no Messages option in the System Tray client.

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1
mattonz

For anyone else searching as per Sean's post (that I now can't find) an auto-reply Session Event automation is a decent workaround...


Name: 

Send Auto-Reply


Event Filter: 
Event.EventType = 'SentMessage' AND Connection.ProcessType = 'Guest' AND Session.HostConnectedCount = 0


Session Event Action:
Event Type: QueuedMessage

HostName: AutoReply

Action:
Please log a Ticket to the ServiceDesk for IT Support:
W: www.siteforhelp.com
P: 555 000 555
E: servicedesk@xyz.com

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amccabe Team Member

Hmm, while the bitmask setting covers both Support and Access, it does distinguish between SupportAccessGuestControlPanelIDs (when the guest isn't rendering its screen) and SupportAccessGuestRenderControlPanelIDs (when it is), which generally comes down to whether or not a host is connected.

It sounds like that might work for your use case, at least to some extent? I'm guessing that Support sessions don't tend to have the guest connected without the host very often to begin with, and it seems that you're more concerned with Access guests sending messages when a host isn't connected than when one is, so removing the Messages panel from SupportAccessGuestControlPanelIDs but keeping it in SupportAccessGuestRenderControlPanelIDs might work.

(Bitmask help article for reference: https://docs.connectwise.com/ScreenConnect_Documentation/On-premises/Advanced_setup/List_of_app.config_settings#Bitmasks)

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0
mattonz
Quote from amccabe

Hmm, while the bitmask setting covers both Support and Access, it does distinguish between SupportAccessGuestControlPanelIDs (when the guest isn't rendering its screen) and SupportAccessGuestRenderControlPanelIDs (when it is), which generally comes down to whether or not a host is connected.

It sounds like that might work for your use case, at least to some extent? I'm guessing that Support sessions don't tend to have the guest connected without the host very often to begin with, and it seems that you're more concerned with Access guests sending messages when a host isn't connected than when one is, so removing the Messages panel from SupportAccessGuestControlPanelIDs but keeping it in SupportAccessGuestRenderControlPanelIDs might work.

(Bitmask help article for reference: https://docs.connectwise.com/ScreenConnect_Documentation/On-premises/Advanced_setup/List_of_app.config_settings#Bitmasks)

Thanks, I'll test it out.

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mattonz

I'm on the Cloud version, so https://docs.connectwise.com/ScreenConnect_Documentation/Supported_extensions/Administration/Advanced_Configuration_Editor


If I:

Untick - Support\Access Guest Window = Gone from both Support and Access

Untick - Support\Access Guest Render = Gone from both Support and Access

Don't know any of the others are worth trying?

Thanks,

Matt

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amccabe Team Member

Oh, I see, I just mixed up "render" and "capture"; "render" is for the edge case where the host shares their screen with the guest, and so the guest client is actually displaying screen data sent by the host. So yeah, it just be "Support\Access Guest Window" that's relevant here; sorry about that.


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