SysAid's My Desktop provides end users access to their desktop computers from any device with an Internet connection, including from all mobile devices. This white paper describes how you can improve efficiency with this simple, convenient, fully auditable, and secure remote access solution.

1. Make Life Easier - Let End Users
Connect to Computers from
Anywhere with My Desktop
What is My Desktop?
It happens all the time: an end user needs to access to his office computer, but he's on the
go, and you have to find a way to help him out. Well, those stressful days are over because
SysAid’s My Desktop module allows end users to remotely connect to their work
computers from wherever they are. At home, on vacation, or simply visiting a different
company office, My Desktop ensures that end users can always connect to gain access to the
files and programs that they need exactly as if they were sitting in front of their office PCs.
Advantages of My Desktop
So, why is My Desktop better than other remote access solutions you’ve seen on the market? Here
are just a few reasons:
Always Secure
My Desktop is a fully secured solution that is integrated into your existing SysAid server and provides fully
encrypted remote access for your end users to their office computers. Alternatives to My Desktop t ypically
rely on either a VPN or a 3rd party provider, each of which provides security challenges.
While a VPN is great for ensuring that data transferred to and from end users is secure, a problem may arise
when end users connect from home, choosing to use their home computers which can have viruses, worms,
or Trojans installed. Even if the end user is using a work supplied laptop, the user’s home network lacks all the
advanced security measures of the workplace—an advanced firewall, content filtering systems, IPS/IDS, and
more. Once the VPN connection is established, any malware or hackers that compromise the end user’s
computer at home have direct access to your entire network--putting everyone at risk.
This security risk cannot happen with My Desktop: When you use My Desktop, end users remotely control
their work computers without connecting to the corporate network. All communication is by secure SSL
HTML 5, so both the user’s data and the corporate network are protected.
Make Life Easier - Let End Users Connect to Computers from Anywhere with My Desktop
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2. As an alternative to VPN, there are companies that offer hosted products that are similar in concept to My
Desktop. However, these products route all remote access sessions through a shared server that sits on
their network. With My Desktop, all connections are routed through your network, using your SysAid
server, so your corporate data is never exposed to any 3rd party.
Accessible Every Time
Because My Desktop relies upon HTML 5 for communications between the end user and the SysAid
Server, the only thing an end user needs to begin the session is a compatible web browser. This means
that end users can use virtually any computer or smartphone to connect. Is one of your end users
away for the weekend and needs to make an emergency change to a PowerPoint presentation for
Monday? No problem—he can use any computer to connect to his data. End users access My Desktop
from the End User Portal using their normal SysAid credentials, so they already know everything they
need in order to get started.
Business Oriented
My Desktop was designed from the ground up with your business and IT needs in mind. First of all, My
Desktop is integrated directly with your help desk and asset management, giving you one tool that
can meet all of your IT needs. This is a huge advantage over having to manage an additional 3rd party
remote access tool. Second, My Desktop gives you complete, granular control over which users can
connect to which computers. End users will only see computers that you’ve specifically authorized
them to access.
To help you assign users to the appropriate computers, My Desktop includes an Auto-Match feature
that identifies the most common user for each computer and suggests that they be given access.
Finally, My Desktop includes a detailed audit log that shows you all activities in My Desktop:
assignments of computers to end users, all initialized My Desktop sessions, and any sessions
terminated by IT administrators. With My Desktop, your business needs come first.
Cost Effective
Unlike other secure remote access tools such as Citrix based solutions, My Desktop is only a small
additional cost over your current SysAid license. With concurrent user licensing, it’s also very easy to
plan how many licenses you need. Furthermore, because it’s part of SysAid, there is no need to add a
budget for additional software products--making My Desktop a very simple acquisition.
Make Life Easier - Let End Users Connect to Computers from Anywhere with My Desktop
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3. How My Desktop Works
My Desktop has three components that enable connections between end users and their
computers:
The web browser that the end user uses to initiate My Desktop
The SysAid RCG (Remote Control Gateway) Server
The end user’s desktop computer
Web Browser
An end user initiates Remote Desktop from any HTML 5 compatible web browser. This can include the
web browser on a smartphone. The end user controls My Desktop completely from within the web
browser.
SysAid RCG Server
The SysAid RCG Server acts as a gateway between end users and their workstations. It converts between
the HTML 5 used by the end user’s web browser and the RFB used to communicate with the end user’s
workstation. This allows you to manage all My Desktop sessions centrally from within SysAid, and also
greatly simplifies the network configurations required to allow end users to connect from outside the
company network. Your SysAid Server hosts the RCG Server, and you can optionally install an additional
RCG server onto another computer that is more easily accessible or that offers better performance.
End User’s Desktop
When an end user initiates a My Desktop session, the SysAid RCG Server sends a UDP message to the
SysAid Agent installed on the end user’s workstation, beginning the session. If UDP is blocked, then the
My Desktop session is initiated the next time the end user’s computer contacts the SysAid Server
(typically 30 seconds or less). A computer being controlled by My Desktop shows the lock screen on the
local console.
Data Transfer
During a My Desktop session, the web browser sends and receives data from the RCG Server using SSL
HTML5. The end user’s workstation sends and receives data from the RCG Server using SSL RFB. The RCG
Server translates between the HTML 5 and RFB protocols. By default, all data is transferred over port 443.
If port 443 is in use, the RCG Server will use 8443. If neither 443 nor 8443 are available, a random port will
be used. You can also manually configure the desired port.
Make Life Easier - Let End Users Connect to Computers from Anywhere with My Desktop
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4. My Desktop Connection Scenarios
There are three My Desktop connection scenarios:
Scenario 1
SysAid My Desktop
(Cloud topology)
The SysAid RCG Server, the end SysAid Data Center
user's workstation, and the end
user are all located on different
5
ssl
ML
networks.
RF
HT
B
ssl
INTERNET
Office PC
Scenario 2
SysAid My Desktop
(In-House external topology)
The SysAid RCG Server and the TML
5
ssl H
end user's workstation are on the INTERNET
same network, but the end user is
located outside the network.
R CG
ssl RFB
SysAid Server Office PC
Scenario 3
SysAid My Desktop
(In-House internal topology)
The SysAid RCG Server, the end
R CG
user's workstation, and the end
user are all located on the same SysAid Server
ssl
network. RF
B
5
ML
HT
ssl
Desktop computer
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5. Questions About My Desktop
What ports do I have to open in order to use My Desktop?
By default, My Desktop connections use SSL over port 443. Port 443 is open in most
organizations, so if you are using this port, there is no need to open additional ports to use My
Desktop. If you are using a port other than 443 (such as 8443, or any other port you’ve chosen),
then you need to ensure that the chosen port is open.
What software do I need to install in order to use My Desktop?
The end user’s workstation must have the SysAid Agent installed and the end user must have
an HTML 5 compatible web browser. You should have already installed the SysAid Agent
throughout your network for asset management, and all computers and smartphones come
with a web browser. Therefore, unless your end users are using very old browsers, there is no
additional software to install.
How do I enable My Desktop?
My Desktop is automatically included in your SysAid installation. All you need to do to enable
it is to add the appropriate license file. Please contact your account manager for further
information.
Make Life Easier - Let End Users Connect to Computers from Anywhere with My Desktop
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