Setting Up Team Viewer Appointments

Once the agent escalates the ticket with the SME and the SME validates that is a valid reason for Remote session, the SME will ask the user for approval to remotely connect with him/her. At that moment the SME will add the tag: teamviewer\_session\_offered, This tag will move the ticket to the new View Team Viewer appointments, This view is available to all SMEs, TL, OM, and HQ and is just below escalations view:

Once the user replies back with the desired date and hour, we will add a new tag: tv\_scheduled, and the SME will modify the dispositions as it follows:

Ticket Type will be Task, this will have a new disposition called Due Date, and when you click on it the calendar will pop up, you will enter the date the user has agreed to have the remote session:

Confirm with the user that you will pass the info to the Windows Team and, as usual, enter the ticket in the spreadsheet and advise in #win-support-on-call about the new remote session.

Each day that the SME begins his shift, he has to check the view of TeamViewer and check if we have a scheduled meeting for that day. This can be easily seen in the view as it will have the column Due Date:

Let's make sure to advise the Windows Team a reminder of that meeting and hopefully, this will allow us not to miss any new remote session with users.