A three and a half minute Sun-sponsored video introduces Sun Shared Shell - a collaborative service tool that allows Sun Services engineers to remotely view and diagnose customers' computing issues. Through a remote access terminal session, customers can invite their choice of participants to join a shell session, whether that be members of their staff and/or particular Sun Services engineers.
To demonstrate how Shared Shell works, the video brief walks through the steps of how to access the tool and invite participants.
As part of the Sun Spectrum Support Service, Shared Shell is a Java application providing secure, shared, remote access. The video uses an example of an administrator having an issue that prompts a call to Sun Services. After speaking with a Sun Services engineer, it is determined Shared Shell is required. The administrator visits the Sun Shared Shell page located on Sun's Website and logs in. Once launched, the adminstrator will then authorize the Sun engineer to join the session by providing him or her with an access code provided from the Shared Shell session.
The administrator is in complete control of who can join the session and what level of access each individual participant has. For security purposes, Shared Shell default mode is set for view only for invited participants.
It should be noted that all communication between customers and Sun utilize SSL-encryption. Additionally, an audit is created by logging all activity, except for passwords, from these sessions.
The video also explains the various communication tools available during these sessions that make collaboration easy and help overcome noise or language barriers.
Sun Microsystems Shared Shell - video (runs 3:36)
Sun Shared Shell
Sun Shared Shell product page
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