60 Remote Support

Oracle Customer Support agents can use the Remote Support Tool (RST) to securely access Simphony Cloud users’ Linux-based workstations and perform support tasks. This includes access to the Linux terminal shell, the Simphony client user interface, and transferring files.

To use the RST, your workstations must be on the Linux platform and your organization must be provisioned for the RST.

The Simphony Cloud upgrade process automatically adds the technical requirements. Simphony Cloud users automatically benefit from the RST as soon as they are provisioned and the Simphony CAL and Simphony POS client are updated.

The option 30070 - Launch/Close Support Session in the Roles module allows privileged users to launch or close a support session from either POS operations or the Property Management Console (PMC). You can use the Page Design module to add function buttons which launch or close the support session.

On the Linux workstation, Simphony Cloud users can launch the support session and provide the Support Session ID to the Oracle Customer Support agent. The status of the Support Session appears on the workstation (active or connected). Upon completion, the user or the agent can close the support session.