# Remote Desktop Protocol

## **Terminologies**

<table data-header-hidden><thead><tr><th width="221.99993896484375"></th><th></th></tr></thead><tbody><tr><td><strong>Feature</strong></td><td><strong>Description / Example</strong></td></tr><tr><td><strong>RDP Agent</strong></td><td>Installed on the target system to allow remote access. Runs as a <strong>background service</strong>, allowing admins to initiate unattended sessions without user intervention.<br><br><strong>Example:</strong> IT admin installs the agent on a user’s laptop, enabling direct remote access during off-hours for patching.</td></tr><tr><td><strong>RDP Assistant</strong></td><td>Works with user consent. Prompts the end user to accept/deny access requests. Does not run as a background service.<br><br><strong>Example:</strong> A technician sends an RDP request; the user clicks Allow before the session begins.</td></tr><tr><td><strong>Immediate Access (Unattended)</strong></td><td>Provides instant access without requiring user confirmation. Enabled only if the RDP Agent is installed.<br><br><strong>Example:</strong> Admin takes unattended access at midnight to install updates without disturbing the user.</td></tr><tr><td><a href="../../../../asset/asset-information/remote-desktop-protocol#schedule-rdp"><strong>Scheduled Access</strong></a></td><td>Sessions can be scheduled for a specific date and time, with a defined duration. Session ends automatically once the scheduled time expires.<br><br><strong>Example:</strong> A 10-minute session scheduled at 5:30 PM for troubleshooting.</td></tr><tr><td><strong>Audit &#x26; Recording</strong></td><td>All RDP sessions can be logged and recorded for compliance and security purposes.<br><br><strong>Example:</strong> Admin reviews a session recording during an audit to verify changes made to a system.</td></tr><tr><td><strong>Live Chat</strong></td><td>Provides a built-in chat interface between the admin and the end user during an RDP session. Allows file exchange and text communication, with the ability to export chat logs.<br><br><strong>Example:</strong> A technician requests screenshots from the user during troubleshooting.</td></tr><tr><td><strong>File Access / Drive Access</strong></td><td>Admins can directly access user drives during RDP without disturbing on-screen work.<br><br><strong>Example:</strong> A file is retrieved from a user’s *C:* drive without interrupting their active session.</td></tr><tr><td><strong>Session Controls</strong></td><td>- Show toaster notifications for session start/stop.<br>- The end-user can manually close a session.<br>- Admin can reschedule or extend existing sessions.</td></tr><tr><td><strong>Dependencies</strong></td><td>Requires the <strong>RDP Agent/Assistant</strong> to be installed. Mapped via serial numbers/ organization-specific keys and connected through <strong>Mesh Central Server</strong> in the backend.</td></tr><tr><td><strong>Device Availability Check</strong></td><td>RDP sessions only initiate if the target device is <strong>active/awake</strong>. If the system is off, idle, or in sleep mode, RDP will not connect.</td></tr></tbody></table>

## **How does it work?**

The **RDP module** operates through two components — the **Mesh Agent** and the **Mesh Assistant** — that determine how remote sessions are handled. Both integrate with the Infraon platform to provide secure remote access options depending on the use case.

| **Feature**                      | **Mesh Agent**                        | **Mesh Assistant**                      |
| -------------------------------- | ------------------------------------- | --------------------------------------- |
| Runs as a background service     | ✅ Yes                                 | ❌ No                                    |
| Unattended access                | ✅ Yes                                 | ❌ No (User must allow access)           |
| Persistent remote access         | ✅ Yes                                 | ❌ No (Session ends when closed)         |
| Requires user approval each time | ❌ No                                  | ✅ Yes                                   |
| Best for                         | IT admins, servers, unattended access | Helpdesk support, temporary remote help |

### **Mesh Agent**

The **Mesh Agent** is installed as a background service on the user’s computer and is primarily designed for **unattended remote access**. Once installed, it runs automatically at startup, allowing administrators to control and manage systems even if no user is logged in.

This makes it particularly useful for managing servers or always-on workstations that require continuous availability.

{% hint style="info" %}
Before installation, ensure that the path is whitelisted in your antivirus settings, as some antivirus software may mistakenly flag the Mesh Agent as a threat.
{% endhint %}

```
C:\Program Files\Infraon Corp
```

### **Mesh Assistant**

In contrast, the **Mesh Assistant** provides a **lightweight, user-friendly interface** for on-demand support. Unlike the Agent, it does not run as a background service and requires the user to be present to approve each remote session.

This makes it better suited for **helpdesk scenarios or temporary troubleshooting**, where sessions are initiated with the user’s consent and end once the session is closed.

## **Step-by-step Flow**

### **User Experience**

<figure><img src="https://8249392-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FE4mkwSP8a1BSD9BFNFav%2Fuploads%2FnNPUFdxH2x8bMwXtUqZA%2FRDP%20User%20Flow.svg?alt=media&#x26;token=8b214807-9d41-4eb3-9abc-92e11b1fe37f" alt="Remote Desktop Protocol (RDP) User Lifecycle Infraon ITAM, ITSM"><figcaption></figcaption></figure>

1. Admin/technician initiates a request for RDP access.
2. Depending on the setup:
   * **Assistant (Consent-based):** The end user receives a prompt to allow or deny access.
   * **Agent (Unattended):** The remote session begins instantly without user interaction.
3. Sessions can be [**scheduled** ](https://docs.infraon.io/infraon-help/asset/asset-information/remote-desktop-protocol#schedule-rdp)for a specific date/time or started immediately.
4. Notifications (toaster alerts) appear on the user device. Sessions automatically end when the allocated duration expires.
5. During an active session, admins can:
   * Use live chat for communication.
   * Transfer files securely.
   * Access user drives without interrupting their screen activity.
   * Record the session for compliance.

### **System Flow**

<figure><img src="https://8249392-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FE4mkwSP8a1BSD9BFNFav%2Fuploads%2FbTbgcWO6BqGoxtUG9fYU%2FInfraon%20RDP%20System%20Flow%20Timeline.svg?alt=media&#x26;token=324b79c4-4de7-4011-909e-5065a7c5fc0f" alt="Remote Desktop Protocol (RDP) User Lifecycle Infraon ITAM, ITSM"><figcaption></figcaption></figure>

The backend system ensures secure communication between the Infraon platform, central server, and user device.

* **Agent/Assistant Installation**
  * User devices must have either the **Mesh Agent** (background service) or **Mesh Assistant** installed.
  * Devices are mapped via **serial numbers** and tied to organization-specific keys for security.
* **Server Communication**
  * When a session is triggered, Infraon sends a request to the **Mesh Central Server**.
  * The server validates the device status (active, idle, sleep, offline).
  * If the device is active, the server pushes a **session executable (EXE)** or connection request.
* **Session Establishment**
  * **Agent-based sessions:** The background service auto-connects to the server, establishing a secure tunnel for unattended access.
  * **Assistant-based sessions:** The session only starts once the user explicitly approves the request.
* **Audit and Security**
  * All RDP sessions are logged with timestamp, user, and actions performed.
  * Session recordings are stored for **audit and compliance**.
  * Role-based permissions ensure that only authorized admins can initiate remote sessions.
  * If required, sessions can be terminated by the end user (close session prompt).

## **Installation**

The RDP installation process enables administrators and technicians to prepare end-user devices for remote access sessions. Installation must be completed on the requester’s device (not the technician’s system) before scheduling or initiating RDP.

Once installed, the RDP Agent or Assistant enables secure remote desktop connectivity, file transfers, chat, and session recording, all based on the configured permissions.

### **Installation Steps**

**Step 1:** Navigate to the Inventory Agent Page

1. Go to **Infraon Configuration > Bot > Inventory Agent Page**.
2. The list of available agents will be displayed.
3. In the **Actions** section, locate the **Install RDP** icon.

{% hint style="info" %}
This option is available only to privileged users. Please refer to [Roles and Privileges ](https://docs.infraon.io/infraon-help/infinity-user-guide/infraon-configuration/user-management/roles-and-privileges)to manage access.
{% endhint %}

![](https://8249392-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FE4mkwSP8a1BSD9BFNFav%2Fuploads%2F7SMSBzgoepM533PrBDHV%2F2.png?alt=media)

**Step 2:** Select Installation Type

1. Click on the **Install RDP** icon.
2. A sidebar titled **Select Mesh Agent** will appear.
3. Two options will be shown with toggle buttons:
   * **Mesh Agent (Background Agent)** – for unattended remote access.
   * **Mesh Assistant (Quick Assistant)** – for consent-based remote access.

{% hint style="info" %}
Only one toggle can be enabled at a time.
{% endhint %}

* If Mesh Agent is selected → Mesh Assistant is disabled automatically.
* If Mesh Assistant is selected → Mesh Agent is disabled automatically.

![](https://8249392-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FE4mkwSP8a1BSD9BFNFav%2Fuploads%2FMeJxNMu2EL8yObvNaWVD%2F3.png?alt=media)

**Step 3:** Install the Agent

1. Enable the desired toggle option *(*&#x4D;esh Agent *or* Mesh Assistan&#x74;*)* and click **Submit**.
2. On submission:

a. If **Mesh Agent** is selected → RDP Agent will be installed at

```
C:\Program Files\Infraon Corp\InfraonAgent
```

b. If **Mesh Assistant** is selected → RDP Assistant will be installed at

C:\ProgramData\Microsoft\Windows\Start Menu\Programs\Startup

3. The device status will update to **RDP Agent Installation Request Sent**.

![](https://8249392-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FE4mkwSP8a1BSD9BFNFav%2Fuploads%2F9YtEIIX3rcxh76yha21i%2F4.png?alt=media)

**Step 4:** Verify Installation Status

1. The installation may take a few minutes to reflect.
2. If required, perform a **Rescan** (can take 15–30 minutes).
3. If not updated within 24 hours, the status will automatically refresh.
4. Once installed, the status changes to:

* **RDP Agent is running** (green) → **Installation successful.**

![](https://8249392-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FE4mkwSP8a1BSD9BFNFav%2Fuploads%2Fi3DUo1cfoQixe1e4WnVs%2F5.png?alt=media)

* **Agent is installed, but the service is not running (red) → Installation failed or is** inactive.

![](https://8249392-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FE4mkwSP8a1BSD9BFNFav%2Fuploads%2FVsOnxMyuRi5eTCi9fviR%2F6.png?alt=media)

**To troubleshoot:**

Go to the **Services** panel on the device, locate **InfraonAgent**, and restart the service.

![](https://8249392-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FE4mkwSP8a1BSD9BFNFav%2Fuploads%2FqtqHq286EoWEnnmKaIn4%2F7.png?alt=media)

{% hint style="info" %}
Always whitelist the installation path in your antivirus (C:\Program Files\Infraon Corp). Some antivirus programs may incorrectly detect the agent as a threat.
{% endhint %}

The installation is now complete. [Click here ](https://docs.infraon.io/infraon-help/infinity-user-guide/asset/asset-information/remote-desktop-protocol)to learn how to schedule an RDP session.