Windows Server® 2008 Terminal Services Resource Kit

Providing Help with Remote Control

In addition to the methods just described, another way to interact with user sessions is to shadow them. Inevitably, every user at one time or another calls the Help Desk to get assistance from the IT staff. And as helpful as staff can be, and as willing to describe their unfortunate circumstances as users can be, sometimes, it is best to experience the problem to solve it efficiently. Windows Server 2008 (like its predecessor) gives you the ability to observe the user session or even take control of the session so that you can act as the user and experience the difficulties a user has. Hopefully, this experience provides a clearer picture of the situation and leads to a speedy resolution of the Help Desk ticket. ...