DSHS Citrix Remote and Hosted Applications Internal Guide

Revision History
Revision Change Description Updated By Date
1.0 Original DSHS ET Infrastructure Apps & 10/18/2018
Remote Access Team
2.0 Citrix Workspace DSHS ET Infrastructure Apps & 6/18/2020
Remote Access Team
3.0 a. HDX Realtime Media DSHS TSD Infrastructure Apps 10/1/2020
Engine URL & Remote Access Team
b. FAQ

2|P a ge
DSHS Citrix Remo te a nd H osted Applica tions Service Inter nal Guide - Version 3.0
Contents
Introduction ............................................................................................................................................ 4
Citrix Access Methods ............................................................................................................................. 4
Customer Experience Expectations ......................................................................................................... 4
Printing via Citrix ................................................................................................................................. 4
Hard Drive Availability – Saving Capabilities ......................................................................................... 4
Saving in Citrix from Work ................................................................................................................... 5
How to save to your Citrix Home Drive from work ........................................................................... 5
How to save to your Mapped Drive from work ................................................................................. 6
How to save to your USB drive from work ........................................................................................ 7
Applications available to all ................................................................................................................. 8
Setting Favorites .................................................................................................................................. 8
Enterprise Vault (URL) ......................................................................................................................... 9
Skype for Business ............................................................................................................................... 9
Prerequisites ......................................................................................................................................... 10
Logging into the DSHS Citrix Remote and Hosted Application Service Environment ............................. 10
First time logging into Citrix from Work using Citrix Workspace Application (Internally) ..................... 10
Daily Login to Citrix from Work using the Citrix Workspace Application (Internally) ........................... 12
Login to Citrix from Web Browser at work (Internally) ....................................................................... 13
Login to Citrix from Mobile Device at work (Internally) ...................................................................... 15
Troubleshooting ................................................................................................................................... 18
References ............................................................................................................................................ 18
FAQ ....................................................................................................................................................... 19

3|P a ge
DSHS Citrix Remo te a nd H osted Applica tions Service Inter nal Guide - Version 3.0
Introduction
The DSHS Citrix Remote and Hosted Application Service environment is a multiple server web-based
approach to offering a variety of enterprise applications to staff who have an intranet or Internet
connection to the DSHS network. It delivers desktop applications to authorized users and contractors
after authentication to the DSHS Citrix Remote and Hosted Application Service environment.

This user guide is focused on the process of establishing access to the DSHS Citrix Remote and Hosted
Application Service system by installing, initiating and implementing the Citrix Workspace LTSR software
on each authorized user(s) work or home computer, logging in through the Staff Access page, the Citrix
Workspace or your Mobile Device.

This user guide is not intended to assist with any functions within the Microsoft Office Suite or
departmental applications. Instead, it gets you to the point where the applications are available and
operational via DSHS Citrix Remote and Hosted Application Service system.

Citrix Access Methods

There are three ways to access the DSHS Citrix Remote and Hosted Application Service environment.
You can access the Citrix Application(s) through the (1) Citrix Workspace Application, (2) DSHS Staff
Access page, and (3) through your Mobile Device.

Customer Experience Expectations

Descriptions below highlights some of the basic functionality of the DSHS Citrix Remote and Hosted
Application Service environment.

Printing via Citrix

If you have a functioning printer at home or work, you will be able to print from the DSHS Citrix Remote
and Hosted Application Service Application.

Note: If you experience print issues, contact your local IT.

Access Method Printing Capability

Internal (at work) Available

Hard Drive Availability – Saving Capabilities

You can access and save your documents while working in Citrix. Where you save your document may
vary depending on where you are connecting from. See table below for details.

*If a records request is received by DSHS, Citrix Home Drives should be included in your search to be
responsive to DSHS Public Records and Discovery requests.

Access Method Local Drive (C:\) Citrix Home Drive Mapped Drive USB
Internal (at work) Available Available Available Available

4|P a ge
DSHS Citrix Remo te a nd H osted Applica tions Service Inter nal Guide - Version 3.0
Saving in Citrix from Work
You can access and save your documents while working in Citrix. If you are working from the office, you
will be able to save to the following drives:

 Citrix Home Drive

 Any Drive you have mapped from work
 USB

How to save to your Citrix Home Drive from work

When you access and save your documents in Citrix, you can save to your Citrix home drive. See the
example below on how to save a Word document to the “Documents” folder on your Citrix home drive.

1. In Word, click “File”

2. Click “Save”

3. Double Click “This PC”

4. Under “This PC”, select the “Documents” folder

5. Click “Save”, your document is now saved in your Citrix home drive

5|P a ge
DSHS Citrix Remo te a nd H osted Applica tions Service Inter nal Guide - Version 3.0
How to save to your Mapped Drive from work
When you access and save your documents in Citrix, you can save to any drive mapped from your work
PC. See the example below on how to save to a mapped (H:\) drive. Your drive will contain the letter
that you assigned when you mapped the drive from your work PC.

Prerequisite –Mapped network drives from your work PC must be established prior to logging into
Citrix.

1. In Word, click “File”

2. Click “Save”

3. Double Click “This PC”

4. Under “This PC”, select the “Network Drive (H:)” folder. You may have a different drive
letter.

5. Click “Save”, your document is now saved in your previously mapped drive

6|P a ge
DSHS Citrix Remo te a nd H osted Applica tions Service Inter nal Guide - Version 3.0
How to save to your USB drive from work
When you access and save your documents in Citrix, you can save to USB from your PC. See the
example below on how to save to a USB drive. Your drive will contain the letter that you assigned when
you mapped the drive from your work PC. In this example, the USB drive is (E:).

1. In Word, click “File”

2. Click “Save”

3. Double Click “This PC”

4. Under “This PC”, select the “Removable Disk (E:)” folder. You may have a different drive
letter associated to your USB connection.

5. Click “Save”, your document is now saved on your USB.

7|P a ge
DSHS Citrix Remo te a nd H osted Applica tions Service Inter nal Guide - Version 3.0
Applications available to all
All Citrix users have applications that are available by default. The table below shows what applications
are available to all users at login. Any additional application(s) access will be granted by the
Administration local IT.

Setting Favorites
Citrix now has the ability to set any application(s) as a favorite. This enables the ability to quickly access
application(s) that have been tagged as a favorite. Once application(s) are set as a favorite, a folder
named DSHS Citrix will appear in your Start Menu with a link to your favorited application, as well as
show up on the favorites tab in Citrix. Launching the application from the DSHS Citrix folder will initiate
your Citrix session. Below is an example of setting Word as a favorite.

1. In the Start Menu, Open Citrix Workspace

2. Locate Word in the user’s Apps, click “Details”

3. Select “Add To Favorites”, click the “Favorites” Tab to view your favorites

8|P a ge
DSHS Citrix Remo te a nd H osted Applica tions Service Inter nal Guide - Version 3.0
 Microsoft Word will be available in your Favorites Tab. In addition, any app in your favorites
will be available in the Start Menu under the folder “DSHS Citrix”.
Favorites Tab: Start Menu:

Enterprise Vault (URL)

The Enterprise Vault is not available within Outlook. You will need to access the Enterprise Vault
through the Enterprise Vault Search application icon in the Citrix Apps Tab.

Enterprise Vault
Search

Skype for Business Optimization Add-On

Skype for Business is available through DSHS Citrix Remote and Hosted Application Service. Installing
Citrix Skype for Business Add-on enhances your Skype for Business experience by optimizing
communication between your device and the WA State Skype for Business infrastructure. You will need
to install a Citrix Skype Add-on tool on the device. Contact your local IT if you need assistance installing
the Skype for Business Add-on tool. Below are the links for installing the Skype add-on tool:

 Citrix Skype Add-on for Windows

 Citrix Skype Add-on for Mac
 Citrix Skype Add-on for Linux x64
 Citrix Skype Add-on for Linux x32

9|P a ge
DSHS Citrix Remo te a nd H osted Applica tions Service Inter nal Guide - Version 3.0
Prerequisites
Remote Access Request You will need to complete the Remote Access Request and Agreement
and Agreement form, get your manager’s approval, and submit the form to your
Administrations Authorized Requestor. The form can be found on the
DSHS Forms page, form number (03-443) Form: Remote Access Request
and Agreement
Note: if you already have Citrix, you will not need to fill this out.
Citrix Workspace LTSR Citrix Workspace LTSR is required on your work PC to connect to DSHS
Citrix Remote and Hosted Application Service environment. Your Local IT
is responsible for installing the Citrix Workspace LTSR on your work
machine (or work mobile device). If you have issues with your Citrix
Workspace LTSR at work, contact your Local IT support.

Logging into the DSHS Citrix Remote and Hosted Application Service
Environment
There are three ways to access the DSHS Citrix Remote and Hosted Application Service environment.
You can access the Citrix Application(s) through the (1) Citrix Workspace Application, (2) DSHS Staff
Access Page, and (3) through your Mobile Device. Below explains the three methods of logging into the
DSHS Citrix Remote and Hosted Application Service. You can choose from any of the following options.

First time logging into Citrix from Work using Citrix Workspace Application (Internally)
The following instructions explain how to log into Citrix from Work for the first time (Internally). You will
need to make sure you have all the Prerequisites before you can start this process.

1. In the Start Menu, Open Citrix Workspace

2. Click the drop down arrow next to the search bar. Click “Accounts…”

3. Check the box “DSHS Internal”, Click “OK”

Note: If DSHS internal is not listed as shown below, contact your local IT.

10 | P a g e
DSHS Citrix Remo te a nd H osted Applica tions Service Inter nal Guide - Version 3.0
4. You will be prompted for your credentials, enter them here. Check the “Remember my
password” checkbox and click “Log On”. You may not see the login request as shown below
if your local IT has automated the process on your behalf.

5. Close the Citrix Workspace by clicking the “X” in the top right corner

6. In the Start Menu, Open Citrix Workspace

11 | P a g e
DSHS Citrix Remo te a nd H osted Applica tions Service Inter nal Guide - Version 3.0
 7. You will now see all of the DSHS Citrix Remote and Hosted Applications that are available to
you. If your hosted application is missing, contact your Local IT.

Daily Login to Citrix from Work using the Citrix Workspace Application (Internally)
The following instructions explain how to log into Citrix from work on a daily basis (Internally). You will
need to make sure you have all the Prerequisites before you can start this process.

1. In the Start Menu, Open Citrix Workspace

2. You will see all of the DSHS Citrix Remote and Hosted Applications that are available to you. If
your hosted application is missing, contact your local IT.

12 | P a g e
DSHS Citrix Remo te a nd H osted Applica tions Service Inter nal Guide - Version 3.0
Login to Citrix from Web Browser at work (Internally)
The following instructions explain how to log into Citrix from work through your web browser
(internally). Use Internet Explorer, Chrome, Firefox or Microsoft Edge. You will need to make sure you
have all the Prerequisites before you can start this process.

1. Open up a web browser and navigate to DSHS Staff Access (https://www.dshs.wa.gov/staff-

access)

2. Click “Access Citrix from office”

13 | P a g e
DSHS Citrix Remo te a nd H osted Applica tions Service Inter nal Guide - Version 3.0
3. Enter your User Name and Password

4. You will see all of the DSHS Citrix Remote and Hosted Applications that are available to you. If
your hosted application is missing, contact your local IT.

14 | P a g e
DSHS Citrix Remo te a nd H osted Applica tions Service Inter nal Guide - Version 3.0
Login to Citrix from Mobile Device at work (Internally)
If you would like to log into the DSHS Citrix Remote and Hosted Application Service using your DSHS
managed mobile device, you will need to use RSA token issued from your local IT.

The following instructions explain how to log into The following instructions explain how to log into
Citrix from Home through your iOS Mobile Citrix from Home through your Android Mobile
Device (Internally). You will need to make sure Device (Internally). You will need to make sure
you have all the Prerequisites before you can you have all the Prerequisites before you can
start this process. start this process.

iOS Android
1. Open the Apple App Store 1. Open the Google Play Store

iOS Android
2. Search for “Citrix Workspace” and select 2. Search for “Citrix Workspace”
“GET”

Select “Install”

iOS Android
3. Once the download is complete, select 3. Once the download is complete, Open Citrix
“OPEN” Workspace.

15 | P a g e
DSHS Citrix Remo te a nd H osted Applica tions Service Inter nal Guide - Version 3.0
Touch ID Prompt: Choose “Not Now” the skip the
step to Enable Login with Touch ID.
iOS Android
4. Select “Got it” then “Get Started” 4. Click “Allow” or “Deny” on the 4 prompts
that you receive:

Select “Got it”

Select “Get Started”

iOS Android
16 | P a g e
DSHS Citrix Remo te a nd H osted Applica tions Service Inter nal Guide - Version 3.0
5. Enter the “Address” 5. Enter the “Address”
https://citrixmfa2.dshs.wa.gov https://citrixmfa2.dshs.wa.gov
Select “Continue” Select “Continue”

iOS Android
6. Enter Username, Password, Passcode, Select 6. Enter Username, Password, Passcode, Select
“Sign in” “SIGN ON”

Passcode: Your Passcode is from the RSA Token

Passcode: Your Passcode is from the RSA Token
Software, RSA Token Hardware, or RSA Mobile
Software, RSA Token Hardware, or RSA Mobile
Token. If you do not have an RSA Token, please
Token. If you do not have an RSA Token, please
contact your local IT.
contact your local IT.
iOS Android
7. You have now successfully logged into DSHS 7. You have now successfully logged into DSHS
Citrix Remote and Hosted Application Service Citrix Remote and Hosted Application Service
from your iOS Mobile Device. Select “DSHS from your Android Mobile Device. Select the
Citrix” to view your available Internet
Browsers, Intranet Sites, Tools, Office Suite,
menu bar “ ” to view your available
Business Applications
Internet Browsers, Intranet Sites, Tools,
Office Suite, Business Applications.

17 | P a g e
DSHS Citrix Remo te a nd H osted Applica tions Service Inter nal Guide - Version 3.0
 Example of DSHS Citrix Remote and Hosted Example of DSHS Citrix Remote and Hosted
Application Service on iOS Application Service on Android

Troubleshooting
If you experience issues with Citrix at work, contact your local IT for assistance.

References
DSHS Citrix Remote and Hosted Application Service - FAQ
DSHS Inventory of DSHS Citrix Remote and Hosted Application Service
18 | P a g e
DSHS Citrix Remo te a nd H osted Applica tions Service Inter nal Guide - Version 3.0
FAQ
What is the cost of DSHS Citrix Remote and Hosted Application Service?
There are no additional chargeback costs for using the DSHS Citrix Remote and Hosted Application
Service. Costs are part of the monthly network connection charge.

How do I update Citrix Workspace?

If you are using a DSHS-managed device, contact your local IT to update your Citrix Workspace.

How do I add a new application to Citrix hosted Applications?

If your Administration wishes to add an application that is not currently published in Citrix, please
contact the Enterprise Technology Service Desk with a short description of what application your
Administration would like published. The Citrix Team will contact you directly to complete your
Administration’s request.

How do I add an existing application to Citrix hosted Applications?

Contact your local IT to have an existing application added to your list of Citrix applications.

19 | P a g e
DSHS Citrix Remo te a nd H osted Applica tions Service Inter nal Guide - Version 3.0