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Workspace Control allows users to reconnect to their disconnected sessions automatically when they roam between devices or reconnect after a network disruption. It is designed to provide a seamless user experience by maintaining the user’s session state, allowing them to pick up where they left off without starting a new session. This feature can be managed within the Citrix Virtual Apps and Desktops management consoles and is essential for scenarios where users need to maintain continuity in their work, such as in the given scenario where users leave work and expect to reconnect to their sessions later.

Citrix Virtual Delivery Agents offer optional install components. For help desk personnel to shadow or view user sessions, Citrix relies on Microsoft Windows Remote Assistance, which integrates with Citrix Director’s " Shadow " feature.

During VDA installation, administrators must select Windows Remote Assistance to allow help desk technicians to:

Observe the user’s session

Interactively assist them

Troubleshoot live issues

The other options do not provide session viewing capabilities:

VDA Upgrade Agent handles upgrade automation

MCS I/O Driver is related to Machine Creation Services storage handling

Real-Time Audio Transport handles audio protocol optimization

Documentation References:

Citrix VDA Installation Guide → Additional Components (Remote Assistance)

Citrix Director Features → Session Shadowing Requirements

The Citrix Gateway Universal License is an add-on license that allows VPN connections to the network from the Citrix Secure Access client, a SmartAccess log on point, or Secure Hub, Secure Web, or Secure Mail1. The other licenses are not suitable for this scenario, as they either do not support VPN access or have limited user capacity. For more information about Citrix Gateway licensing, see Licensing Models - Citrix and NetScaler Gateway licensing.

The Delivery Controller runs the Secure Ticket Authority (STA) and the Citrix XML Service, which are responsible for issuing session tickets in response to connection requests for published applications and desktops on Citrix Virtual Apps and Desktops12. The Citrix Gateway can be configured to use the STA to validate the tickets and allow secure access to the resources3.

1: Access Citrix Virtual Apps and Desktops resources with the … - NetScaler 2: FAQ: Citrix Secure Gateway/ NetScaler Gateway Secure Ticket Authority 3: Configuring the Secure Ticket Authority on NetScaler Gateway