since we have got ServiceDesk Plus till now we were not able to remote desktop any client PC. the partner who installed and configured the product says you should use explorer to leverage this feature and there isn't any other requirements. but we are using explorer but we cannot access any client, it give a message saying  connection to remote server failed. automatically reconnecting. 

I need to know the requirements to get the RD working like firewall, anti virus, please help

Regards,