LabTech Remote Tray

1. Overview
2. Accessing the Tray
3. Customizing the Tray
   1. Branding
   2. Tray Access
   3. Tray Menus
   4. Service Tickets
   5. RSS Feeds
   6. Display Text
4. Troubleshooting
   1. Agent Not Checking In - Port Conflicts
   2. Multiple Tray Icons
5. Document Revision History

Overview

The LabTech tray is an executable that runs on the remote agent computer and allows customers to interact with the LabTech technicians. Customers can send in their inventory status, screenshots and create service tickets. Custom menus can be created for the tray in the agent template configuration.  This document will guide you through customizing the tray to fit your business needs. 

Accessing the Tray

The tray is accessed by clicking on the taskbar icon on the remote agent computer.  By default, the taskbar icon is the LabTech icon; however, if you customized your tray icon in your templates, the icon you specified will display in the taskbar instead.   

Figure 1: Taskbar icon

• Send Status: opens a FasTalk session to send the status of the agent to the LabTech server and updates the server with the Last Contact date and time on the Welcome tab of the Computer Management screen. 
• Screen Capture:  sends a screen capture to the LabTech server and updates the Screenshot on the Welcome tab of the Computer Management screen.
• Update Inventory: Updates the hardware and software inventory that is currently installed on the agent.  This information displays on the Hardware, Devices and Software tabs of the Computer Management screen.
• Create Service Ticket:  Allows your client to send a service ticket directly to LabTech.  This does not utilize email to send. 
• System Information: Displays the system information of the agent computer (e.g., computer name, domain, username, operating system, IP address, etc.).
• Help:  Takes your client to the LabTech Software support website, unless customized.  
• About:  Shows the LabTech version number currently running, as well as the 'Powered by LabTech' unless customized.
• Exit:  Exits the LabTech tray; however, the tray will automatically restart at the next check-in time.

Customizing the Tray

There are several options within LabTech to customize and configure the behavior of the tray that appears on the remote agents.  The tray icon can be branded with your company logo, tray text and menus can be changed, ability to close the tray, etc. can be controlled in your templates.  Each option is discussed further in the following sections or in the Agent Templates documentation. 

Branding

Branding identifies you and your services to your clients.  It is essentially the foundational piece in your marketing communication.  LabTech gives you the capability to set your own company branding within the LabTech environment for your clients.  The Branding tab allows you to set your company branding in the templates for the tray text, service display name, tray icon and the 'powered by' in the About information.  Refer to the Branding document for all branding options. 

To access Branding:

1. From the Control Center, expand Admin.
2. Right-click on Templates and select Add New Template or right-click on a specific template and select Modify Template. 
3. Click on the Branding tab.
   Figure 2: Template Configuration - Branding
   
   
   
4. The Tray Text defaults to 'LabTech Network Monitoring Service'. This will be the text that will display when your end-user's mouse hovers over the tray icon on an agent computer.  To change the text, select the Enable checkbox and enter the desired Tray Text.  
5. The Service Display Name defaults to 'LabTech Monitoring Service'.  You can customize this to your company name (e.g., ABC Computers Monitoring Service) or leave at the default.  This is the name that LTSVC.exe will use when loaded and viewed from within the Services control panel or Task Manager.  To change the text, select the Enable checkbox and enter the desired Service Display Name.   
6. The Show Icon on the Tray, if selected, will display the default tray icon in the system tray on the taskbar, unless a different icon has been chosen. If greyed out, the default icon will be used or if other templates are applied that icon will be used. 
7. Select the Disable 'Powered By' in About checkbox to disable the 'Powered By LabTech' that displays in the About option from the tray icon. 
8. The Custom Tray icon allows you to set your own icon that will be used for the tray icon, when enabled.  The icon must meet the following conditions:
   • The icon must be a true .ICO file (created by icon creation software, renaming an existing image to an .ico will NOT work).
   • 16x16 format
   • 256 colors
   • 65kb maximum size

   ---

   NOTE:   A selected Enable checkbox will update the associated value in the database; however, by deselecting the Enable checkbox it will not clear any existing value.  This is to account for the possibility of another template setting this value.

   ---

9. Click Save.

Tray Access

The Access Modes tab in the template configuration allows you to restrict users from closing the tray. 

To access the Access Modes:

1. From the Control Center, expand Admin.
2. Right-click on Templates and select Add New Template or right-click on a specific template and select Modify Template. 
3. Click on the Access Modes tab.
4. Select the Tray cannot be closed by the User checkbox if you do not want the end-user to have the ability to close the LabTech tray.
5. Click Save.

Tray Menus

The Tray Menus tab in the template configuration allows you to customize the LabTech tray menu.  You can add URL links to the menu or create new menus. The menu creation option is used to add additional options to the menu, such as run an executable, menu, message, script, svcexe and URL. 

Figure 3: Template Configuration - Tray Menus

1. The Help URL appears as the Help option on the LabTech tray menu.  The default setting will take you to the labtechsoftware.com site.  To change, select the Enable checkbox and enter the desired URL.
2. The Custom Menu option will create an additional option on the tray menu.  In the example shown above, this would create a 'MyMenu' option on the tray menu. To change, select the Enable checkbox and enter the name you want to appear on the menu and the URL.
3. Select the Show Custom Menu and Show Help Menu checkboxes to show in the LabTech tray.
4. The Tray Menus section allows you to create a new menu.  Click the New Menu button.
   Figure 4: Custom Tray Menu Editor
   
   
   
5. Enter a Name for the option. 
6. Enter a Description.  This will appear as a tool tip as you hover over the menu option.
7. Enter the Menu Text.  This is what will appear on the menu.
8. If using an icon to represent the menu option, enter the URL to the icon.  This must be no larger than 16x16 and must be a real .ico file. 
9. Select the appropriate action from the Menu Action drop-down.  Fill in the appropriate fields.  They will vary based on the selection you make.  The available options are: exe, menu, message, script, svcexe and URL.
   • Exe: Allows you to enter the path information to an executable file to run from the LabTech tray menu (e.g., ping.exe).  Additionally, you can add parameters (e.g., -t 192.168.0.1) to the .exe.
   • Menu:  Allows you to create a sub-menu of an existing menu option.
   • Message: Allows you to enter a message that will be seen when the appropriate option is selected from the menu.   For example, you could create a message giving the phone number to call for support and the hours that support is available.
   • Script:  Allows you to select an available script to run when the menu option is selected (e.g., Defrag). 
   • Svcexe:  Allows you to enter the path information and parameters to run an executable service when selected from the tray menu.
   • URL:  Allows you to add additional URL options to the tray menu. 
10. Click Save when all fields are completed. All newly created menu options will appear in the Active Menus section.
    Figure 5: Template Configuration - Custom Tray Menus
    
    

Use the up or down arrows to move the menu items to the desired order. To remove the item from the menu, click the Remove button.  This will keep the menu but it will be removed from the tray.  To edit, click on the Edit button and to delete the menu, simply click Delete.

NOTE: selected Enable checkbox will update the associated value in the database; however, by deselecting the Enable checkbox it will not clear any existing value.  This is to account for the possibility of another template setting this value.

Service Tickets

The Service Tickets tab in the template configuration allows you to set the default options for service tickets that are sent from the LabTech tray, such as service ticket title, the 'from' label, the 'subject' label and the URL override to disable the internal service ticket.

To access Service Tickets:

1. From the Control Center, expand Admin.
2. Right-click on Templates and select Add New Template or right-click on a specific template and select Modify Template. 
3. Click on the Service Tickets tab.
   Figure 6: Template Configuration - Service Tickets
   
   
   
4. The Service Ticket Title will change the default menu option from 'Create Service Ticket' to the value you enter in this field.  To change, select the Enable checkbox and enter the desired ticket title.
5. The Ticket from Label field allows you to change the default 'From' label in the ticket.  To change, select the Enable checkbox and enter the desired label.
   Figure 7: LabTech tray - Create Service Ticket
   
   
6. The Ticket Subject Label field allows you to change the default 'Subject' label in the ticket.  To change, select the Enable checkbox and enter the desired label.
7. The Show Service Ticket Menu controls the ability to send a service ticket from the tray icon.  Select this checkbox to allow service tickets to be sent from the LabTech tray.
8. Select the Allow User to Check Ticket Status checkbox to allow end-users to see the status of their submitted tickets.
9. Select the Verify User's Email checkbox to verify that the value entered in the From field has a valid email address format.  If this is selected and a valid email address is not entered, the end-user will be prompted to enter a valid email address. 
10. Select the Ticket URL Override to disable the internal service ticket.  This is typically used with 3^rd party PSA solutions. 
11. Click Save.

NOTE:   A selected Enable checkbox will update the associated value in the database; however, by deselecting the Enable checkbox it will not clear any existing value.  This is to account for the possibility of another template setting this value.

RSS Feeds

RSS feeds provide timely updates and are a great way to link your clients to your own RSS feeds or any feeds that you feel may benefit them. 

To access RSS Feeds:

1. From the Control Center, expand Admin.
2. Right-click on Templates and select Add New Template or right-click on a specific template and select Modify Template. 
3. Click on the RSS Feeds tab.
   Figure 8: Template Configuration - RSS Feeds
   
   
   
4. Select the Enable RSS Feeds checkbox to enable RSS Feeds.
5. Select the Enable checkbox for each RSS Feed you are adding and then enter the URL address for each feed. 
6. Click Save.   The RSS feed will display on the LabTech tray menu once the template has been applied.

Figure 9: Sample RSS Feed

NOTE: A selected Enable checkbox will update the associated value in the database; however, by deselecting the Enable checkbox it will not clear any existing value.  This is to account for the possibility of another template setting this value.

Display Text

The Display Text tab in the template configuration allows you to set your own customized messages for various titles that your customer will see.  This gives you another opportunity to brand your business. 

• Balloon Tip Title Text:  When a new message is sent from the Messages section of the Control Center, your customer will receive a balloon tip over the tray icon with the text you designated as the Balloon Tip Text. 
• New Message Text:  When a new message is sent from the Messages section of the Control Center, your customer will receive a balloon tip over the tray icon with the text you designated as the New Message Text.
• New RSSFeed Text:  When a new RSS feed is available, your customer will receive a balloon tip over the tray icon with the text you designated as the New RSSFeed Text.
• Tech Connected Title:  When a technician has connected to your computer, the title bar of the chat window will contain the text you designated as the Tech Connected Title.
• Popup Message Title: When a popup message displays on your customer's computer (e.g., asking for permission to connect), the popup message title will contain the text you designated as the Popup Message Title.

Figure 10: Sample Display Text

To access the Display Text:

1. From the Control Center, expand Admin.
2. Right-click on Templates and select Add New Template or right-click on a specific template and select Modify Template. 
3. Click on the Display Text tab.
   Figure 11: Template Configuration - Display Text
   
   
   
4. Select the Enable checkbox for each field you are populating.
5. Make the desired changes and click Save.

NOTE: A selected Enable checkbox will update the associated value in the database; however, by deselecting the Enable checkbox it will not clear any existing value.  This is to account for the possibility of another template setting this value.

Troubleshooting

Agent Not Checking In - Port Conflicts

The LabTech tray uses port 42000 to listen on.  This may cause conflict with some other 3^rd party applications (e.g. FedEx Shipping Manager) and cause the agent not to check in.  To change the port that the tray listens on:

1. Open the Registry Editor on the agent computer.
2. Expand HKEY_LOCAL_MACHINE\SOFTWARE\LabTech\Service.
3. Right-click in the white area and select New > String Value.
   Figure 12: New String Value
   
   
   
4. Enter 'TrayPort' in the Value name field.
5. Enter '4200x' (where x=1-9) in the Value data field.  Example: 42001.  

Multiple Tray Icons

Multiple system tray icons are typically caused by conflicts with antivirus software. To resolve these conflicts, add folder and file exclusions to the antivirus software.

Folder Exclusions

Add the following folder exclusions:

%windir%\ltsvc

File Exclusions

Add the following file exclusions:

• %windir%\lttray.exe
• %windir%\ltsvc.exe
• %windir%\ltsvcmon.exe
• lttray.exe
• ltsvc.exe
• ltsvcmon.exe

Adding File and Folder Exclusions

Below is a list of antivirus software that is commonly used with LabTech. If your antivirus software is not included in this list, refer to that particular software's folder and file exclusions instructions.

• AVG
• ESET
• VIPRE

Once you add the folder and file exclusions, hover over the extra service tray icons with your mouse to remove them or restart the computer.

Document Revision History