Usage guide: GoTo LogMeIn Rescue
The GoTo LogMeIn Rescue Secure Remote Support library pack enables IT teams to:
Launch secure LogMeIn Rescue sessions directly from Nexthink.
Move quickly from device diagnostics to hands-on remote troubleshooting.
Use PIN-based or channel-based Rescue connection methods.
Use the Rescue Calling Card when required by your organization.
Maintain device context while following existing service desk processes.
The pack provides signed Remote Actions, so you do not need to create scripts manually.
Library pack uses
Use the library pack content for the following purposes.
Escalating from diagnostics to remote support
Use the provided Remote Actions when an issue identified in Nexthink requires hands-on troubleshooting.
Technicians can start a LogMeIn Rescue session without manually creating a session link. This reduces tool switching when moving from diagnostics to remediation.
Managing end-user consent
Configure consent according to your organization's support policies.
You can use the Terms & Conditions configured in LogMeIn Rescue.
Depending on the Rescue account configuration, the Rescue applet can request additional consent before sensitive operations.
Preparing remote support
The library pack includes preconfigured and signed Remote Actions. You do not need to create or sign the scripts manually.
Before technicians use the pack, administrators must configure the required Remote Action parameters in Nexthink. They must also complete the corresponding setup in the Rescue Admin Center.
Use cases
In addition to the relevant use case covered below, you may uncover other troubleshooting scenarios specific to your environment.
Starting a PIN-based remote support session
Use a PIN-based connection when your Rescue configuration requires users to join with a session PIN.
From Nexthink:
Identify the device that requires hands-on troubleshooting.
Run the relevant LogMeIn Rescue Remote Action for a PIN-based session.
Ask the user to follow the LogMeIn Rescue connection and consent prompts.
Continue troubleshooting in LogMeIn Rescue after the connection is established.
Starting a channel-based remote support session
Use a channel-based connection when your organization routes Rescue sessions through configured channels.
From Nexthink:
Identify the device requiring remote assistance.
Run the relevant LogMeIn Rescue Remote Action for a channel-based connection.
Confirm the required consent in accordance with your organization's configuration.
Continue the support session in LogMeIn Rescue.
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