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TEAMS-RDS can be setup to encrypt a PackNGo payload before it is sent to the technician, either via email, or via HTTP sync from PackNGo app.
The payload is encrypted using a key derived from the user’s password (using PBKDF2, or more specifically, PBKDF2WithHmacSHA1). The encrypted file can be decrypted on PackNGo by providing the same password used to encrypt the job.
To enable this feature:
Open, and set the following property value to “true”:
Now, TEAMS-RDS will encrypt the job before sending it to PackNGo.
By default TEAMS-RDS is not configured to send jobs or receive job logs via email. In order to enable this feature, TEAM-RDS need to be configured to use a dedicated email account. The email account may be on either an in-house email server, such as Microsoft Exchange, or on a web email service, such as Google’s Gmail. (using pop/imap or SSL pops/imaps).
There are two steps to setup TEAMS-RDS for emails:
%RDS_HOME% refers to the RDS installation directory:
To retrieve session logs via email server, TEAMS-RDS polls the email server periodically for any incoming logs via the specified protocol. Open the file in a text editor, and edit the protocol as shown in Figure 1 below, at the top of the mail.properties file. Uncomment one of the blocks (i.e., remove the character ‘#’ from the beginning of the lines) to specify the email protocol supported by the email server so that TEAMS-RDS server can retrieve emails containing session logs. Note: If more than one block is uncommented then the last block will take effect.
The default ports for POP and IMAP protocols are 995 and 993 respectively. They can vary in your organization. So please contact your IT department.
Enter the SMTP (Send Mail Message Protocol) to send jobs to field engineers using TEAMS-PackNGo and/or TEAMATE applications on their smart phones or laptops respectively. See Figure 2.
Open the rdsProperties.xml file in a text editor (may require administrative privilege), and enter the email account to be used to send job notifications to field users, and receive the session logs from the TEAMS-PackNGo and TEAMATE users as shown in Figure 3, and Figure 4 below respectively.
For PackNGo settings, search for the text ‘service.packngo.resultsemail.to’ in the rdsproperties.xml, and edit as shown in Figure 3. Users can edit the email address to use for sending the job, and the subject lines expected from PackNGo app (so that TEAMS-RDS can poll the email account and look for only those emails with that subject). The subject line should be customized for each TEAMS-RDS server in the organization so that each server can look for the email meant for that server. Users can also specify how often the email account need to be polled for session logs using the cron expression, and also specify at what milestones of the troubleshooting job, the PackNGo needs to send the session logs (for example at the job start, at job close, when job is suspended and when the job is resumed etc.,).
Similarly, to be able to send job emails to TEAMATE and receive session logs from field TEAMATEs search for the text ‘service.teamate.outlook.email.to´ in the rdsproperties.xml and edit as shown in Figure 4. Users can edit the email address, and the subject lines expected from TEAMATEs so that TEAMS-RDS can poll the email account and look for only those emails with that subject. Users can also specify how often the email account need to be polled for session logs using the cron expression, and at what milestones of the job the TEAMATE needs to send the session logs (for example at the job start, at job close, when job is suspended and when the job is resumed etc.,).
This concludes setting up the TEAMS-RDS server.
In you require further assistance, contact our support team at firstname.lastname@example.org.
There are two scenarios in which TEAMS-RDS may send a Pack-N-Go job to remote technician. The first is the ability for any “Remote Technician” user to take their current session off-line. The second scenario involves a “Call Center Agent” user passing on the session to a Remote Technician in the field. The PackNGo job is configured with the necessary resources and diagnostic test information required to complete the job in the field. The PackNGo job may be sent by selecting “PackNGo” from the Options menu during a troubleshooting session.
TEAMS PackNGo is available for download at the Apple App Store and Google Play Store.
TEAMS PackNGo is supported on Apple’s iOS (version 5 and above) and Google’s Android (version 2.3.3 and above) platform.