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Microsoft Help App
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Request help
To request help, you must reach out to your support staff to request assistance - Technology Support Request. An Alliant IT support technician will schedule a time where you will be the customer (sharer) during the session. Be prepared to enter a security code that you'll get from the individual who is assisting you. You'll enter the code in your remote help instance to establish a connection to the service technician's instance of Remote Help.
Tip
To avoid an unexpected loss of work, plan to save your active work before a Remote Help session ends. This is because when a Remote Help session ends where a support technician that has the Elevation permission set to Yes also uses Full control, you are signed out of your device.
To request help, you must reach out to your support staff to request assistance - Technology Support Request. An Alliant IT support technician will schedule a time where you will be the customer (sharer) during the session. Be prepared to enter a security code that you'll get from the individual who is assisting you. You'll enter the code in your remote help instance to establish a connection to the service technician's instance of Remote Help.
Tip
To avoid an unexpected loss of work, plan to save your active work before a Remote Help session ends. This is because when a Remote Help session ends where a support technician that has the Elevation permission set to Yes also uses Full control, you are signed out of your device.
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As a customer, when you’ve requested help and both you and the support technician are ready to start:
1. Start the Remote Help app on the device and sign in to authenticate to Alliant.
2. After signing into the app, get the security code from the service technician assisting you and enter that code below Get Help, and then select Submit.
3. After submitting the security code that the service technician provided, they will see information about you including your full name, job title, company, profile picture, and verified domain. As the customer, your app displays similar information about the service technician.
4. After establishing the type of session (full control or screen sharing), the session is established, and the service technician can now assist in resolving any issues on the device.
5. After the issues are resolved, or at any time during the session, both the service technician and customer can end the session. To end the session, select Leave in the upper right corner of the remote help app. Upon the end of a session, the customer is automatically signed out of their device as a security precaution to ensure all connections between the devices close.
1. Start the Remote Help app on the device and sign in to authenticate to Alliant.
2. After signing into the app, get the security code from the service technician assisting you and enter that code below Get Help, and then select Submit.
3. After submitting the security code that the service technician provided, they will see information about you including your full name, job title, company, profile picture, and verified domain. As the customer, your app displays similar information about the service technician.
- At this time, the service technician might request a session with full control of your device or choose only screen sharing. If they request full control, you can select the option to Allow full control or choose to Decline the request. Full control must be established before the help session starts. If full control is required after the sessions starts, both users must disconnect and restart the Remote Help session.
4. After establishing the type of session (full control or screen sharing), the session is established, and the service technician can now assist in resolving any issues on the device.
- During assistance, service technicians that have the Elevation permission can enter local admin permissions on your shared device. Elevation allows the helper to run executable programs or take similar actions when you lack sufficient permissions.
5. After the issues are resolved, or at any time during the session, both the service technician and customer can end the session. To end the session, select Leave in the upper right corner of the remote help app. Upon the end of a session, the customer is automatically signed out of their device as a security precaution to ensure all connections between the devices close.
