In order to assist with more complicated issues, Support may request remote terminal access to your OPC server. This service generates an SSH tunnel which Deskpro Support can use to access your server securely.

This feature is disabled by default.

Enabling Remote Terminal Access

To enable this feature you need to navigate to the Support menu within the OPC, here you will have the remote terminal option.

Please supply a contact email address and then click Enable to enable the service

This feature can also be enabled through the CLI with the following command:

opc support remote-session start --email test@example.com
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Private Networks & Firewalls

Remote Terminal Access works by establishing a secure outbound connection from your server to ours. In other words, we don't connect to you - you connect to us. So long as your server can reach the internet, then usually you don't need to do anything.

Many networks don't filter outbound traffic as rigorously as inbound traffic, so changing firewall rules is often not necessary. But if you find that your network is filtering outbound traffic (e.g. a firewall) then you will need to whitelist 10022/TCP from your server.

Disabling Remote Terminal Access

Once enabled an alert will appear in the problem checker to remind you that the OPC remote service is running.

This will clear once the service is disabled.

To disable this feature, you need to navigate to the Support menu within the OPC, here you will have the Remote Terminal option

This feature can also be disabled through the CLI with the following command:

opc support remote-session stop
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What does enabling Remote Terminal Access actually do?

Enabling remote terminal access establishes an outbound connection from your server to a Deskpro server. This connection is a simple tunnel that exists to work around common network complexities (e.g. it enables us to connect even if your network is private). Once the tunnel is established, we use it to connect to your server securely over SSH using a key only our trusted agents have access to.