---
type: source
title: "Remote Support / Fernwartung"
tags: [remote-support, urz, support-workflow]
related: [remote-support, rustdesk, jitsi-meet]
created: 2026-07-01
updated: 2026-07-01
sources: ["output/rz_uni_greifswald_de_support_dienstleistungen_remote.md"]
---

# Remote Support / Fernwartung

This source describes the operational procedures for receiving remote technical assistance from the **Universitätsrechenzentrum (URZ)**. It outlines two primary methods for remote support depending on the user's network location and the required level of access.

## Support Workflows

### Internal Remote Support (RustDesk)
Used for university-internal support where full remote control of the device is required.
1. **Initiation**: URZ contacts the user via telephone.
2. **Client Setup**: User downloads the appropriate [[rustdesk]] client.
3. **Identification**: User provides the RustDesk-generated device ID to the URZ staff member.
4. **Connection**: User confirms the connection request to grant access.
5. **Execution**: URZ staff performs remote maintenance.

### Global Remote Support (Jitsi)
Used for worldwide/external support where screen sharing is sufficient.
1. **Initiation**: URZ contacts the user via telephone.
2. **Client Setup**: User opens a supported browser (Chrome, Chromium, Firefox) or the [[jitsi-meet]] client.
3. **Access**: User navigates to `https://meetings.uni-greifswald.de` and joins a room via a provided link or room name.
4. **Sharing**: User utilizes the "Screen Share" (Bildschirm teilen) feature.
5. **Execution**: URZ staff provides guidance by viewing the user's screen.

## Support Intake Channels
For general Campus-IT issues, the URZ provides two main contact methods:
- **Ticket System**: Hosted on the [[groupware]] platform.
- **Hotline**: Available at extension **1420**.
