LANDESK Service Desk New Features Guide

Transcription

1 LANDESK Service Desk New Features Guide

2 LANDESK SERVICE DESK NEW FEATURES GUIDE This document contains information, which is the confidential information and/or proprietary property of LANDESK Software, Inc. and its affiliates (referred to collectively as LANDESK ), and may not be disclosed or copied without prior written consent of LANDESK. To the maximum extent permitted under applicable law, LANDESK assumes no liability whatsoever, and disclaims any express or implied warranty, relating to the sale and/or use of LANDESK products including liability or warranties relating to fitness for a particular purpose, merchantability, or infringement of any patent, copyright or other intellectual property right, without limiting the rights under copyright. LANDESK retains the right to make changes to this document or related product specifications and descriptions, at any time, without notice. LANDESK makes no warranty for the use of this document and assumes no responsibility for any errors that can appear in the document nor does it make a commitment to update the information contained herein. For the most current product information, please visit Copyright 2015, LANDESK Software, Inc. and its affiliates. All rights reserved. LANDESK and its logos are registered trademarks or trademarks of LANDESK Software, Inc. and its affiliates in the United States and/or other countries. Other brands and names may be claimed as the property of others. Document number LDSD\036 Issue 1.3 2

3 Contents Contents 3 New features added for V Multilingual enhancements 6 Service Catalog enhancements 7 Updating and viewing records using BridgeIT 8 Creating new modules 8 Croatian version available 9 Changes in supported platforms for Other changes in New features added for V Multilingual enhancements 12 Knowledge processes and service levels 17 Version control of articles 18 BridgeIT user interface 21 Changes to supported platforms 22 Other changes in New features added for V Extracting text from images as part of a process 26 Automatically populating the Knowledge Search collection 28 Automatically searching for knowledge using text extracted from an image 28 GetReferencedObject Framework Object Function 31 Usage statistics 32 Adding links to report templates, calculations and Content gadgets 33 Displaying User and Device Profile pages in BridgeIT 34 Other changes to BridgeIT 35 Changes to supported platforms 36 Other changes in New features added for V Overview of new features in V LANDESK BridgeIT 41 Migrating BridgeIT to use Framework 47 Telephony integration with Web Desk 49 Adding multiple attachments to an object 51 Scheduling data import 53 Enhancements to Event Manager 53 Help Center 55 Changes to Schedule Management 55 Managing web sites from Configuration Center 59 Confirming the creation, modification or deletion of records 60 Restoring Soft Deleted items 60 Desktop Management improvements 62 Adding the LDMS database schema as a Service Desk module 63 Updates for multilingual systems 64 Linking to Web Services 66 In-context knowledge searching in Web Desk 70 Shibboleth authentication 70 Changes in supported platforms for V Other changes in Other changes in Other changes in Other changes in V

4 LANDESK SERVICE DESK NEW FEATURES GUIDE 4

5 New features added for V7.8.3 This chapter describes the new features and enhancements that are made available in V7.8.3 of LANDESK Service Desk. You can find out about: Multilingual enhancements on page 6 Service Catalog enhancements on page 7 Updating and viewing records using BridgeIT on page 8 Creating new modules on page 8 Croatian version available on page 9 Changes in supported platforms for on page 9 Other changes in on page 10

6 LANDESK SERVICE DESK NEW FEATURES GUIDE Multilingual enhancements Some enhancements to the multilingual features of Service Desk have been made. Changes to the multilingual system setting The Enable addition of translations system setting has been renamed Enable multilingual support for V7.8.3 and now also enables and disables the multilingual functionality of Service Desk. Previously, the Enable addition of translations system setting enabled you to add translations to your Service Desk database. To disable the multilingual versions of Service Desk, you had to delete all of the translations that were added. From V7.8.3, setting Enable multilingual support in System Settings to True enables the addition of translations AND makes Service Desk display the translations to users with the matching culture. If you set Enable multilingual support to False, the multilingual functionality is completely disabled and Service Desk appears in the base culture for all users, irrespective of the culture they have set. Setting Enable multilingual support to False also disables the ability to add translations. Creating articles and CIs when you are not in the base culture If you create an article or CI when you are logged in to Web Desk as a user whose culture is not set to the base culture, a dialog appears asking you to choose the language that you want to create the item in. You can create the item either in the base culture or the culture of your user account. If you create the item in your user culture and don't supply the base culture translation, the base language value is set to NOT DEFINED, and can be updated later. NOTE: If you are logged in to Web Desk using a culture that is not the base culture, Articles and CIs are the only multilingual items that you can create. NOTE: You can create and modify articles and CIs in BridgeIT or console only if you are logged in using the base culture. Preventing the localization of specific attributes on CIs and Articles Sometimes, you may want to prevent users from adding translations for specific attributes on CIs or Articles. For example, you may want to prevent anyone from adding a translation for a server name. A new property has been added for attributes on the Article and Configuration Item objects called Is Localized?. By default, this is set to True, meaning that translations can be added for the attribute. To prevent a user from adding a translation to an attribute: 1. In Object Designer, open the required CI or Article object. 2. In the Attributes tree, select the attribute that you want to prevent users from adding translations to. 3. In the Properties grid, set Is Localized? to False, then save the changes. Users can no longer export this attribute to be translated, or add or import a translation for the attribute. 6

7 NEW FEATURES ADDED FOR V7.8.3 Service Catalog enhancements This section describes changes made to the Service Catalog for V Recommended services in BridgeIT Service Catalog As a Service Catalog administrator, you might want to draw attention to specific items in the catalog, to encourage your users to select a preferred service. With V7.8.3, a boolean attribute called Is Featured Item has been added to the Configuration Management\Configuration Item object. You can add this attribute as a check box to the appropriate CI windows and then select it in the Configuration Management component. By default, Is Featured Item is set to False. When you view the Service Catalog in BridgeIT, services that have the Is Featured Item check box selected appear as larger items in a section titled Recommended. Services that do not have the Is Featured Item check box selected appear as standard-sized items in a section titled Available. Images on top-level Catalog hierarchy tiles Images are now displayed on the top-level Catalog hierarchy tiles in Service Catalog in BridgeIT. You can change the image used for the top-level Catalog hierarchy tile in BridgeIT by selecting a different image on the top-level Configuration Management\Catalog Hierarchy Category using the Categories tree in the Administration component. If you do not add an image for a Catalog Hierarchy Category, the default image is used. NOTE: You may need to add the Image attribute to the Configuration Management\Catalog Hierarchy Category window using Window Manager. Additional information about services in BridgeIT When you display the Service Catalog in BridgeIT, the tiles for the services now have the icon on them. Clicking this icon displays the read-only window for the service, to provide further information. Click the icon on a different service or the icon on the service details window to close it. 7

8 LANDESK SERVICE DESK NEW FEATURES GUIDE Updating and viewing records using BridgeIT Previously using BridgeIT, you could only create new records or complete process actions on process instances such as Incidents. From V7.8.3, you can update certain fields on process windows. CAUTION: If you have enabled any Locking Policy on an object in Object Designer, currently the Optimistic locking policy is applied in BridgeIT. Fields that you can update using BridgeIT are indicated by Single-line text fields Multi-line text fields (excluding HTML fields) Drop-down lists (including category trees) Date/time controls Check boxes. You can update: In addition to being able to update records, read-only and related fields also appear in BridgeIT. Update actions, such as the Complete Mandatory Information action in the Full Incident process, are now supported in BridgeIT. Creating new modules The Service Desk database comprises a number of different modules that correspond to different business lines. For example, there are modules for Incident Management, Change Management, Request Management, and so on. Each of these modules contains a number of business objects that you use to capture information and a top-level object that you can create processes for. From V 7.8.3, you can add new modules to your Service Desk database to support additional business needs in your organization. For example, you could now add a Facilities Management module. You can specify a top-level object for your new module that you can create processes for. When you create a module, Service Desk automatically creates the objects and behaviors required to provide the basic Service Desk features for a process module. In addition to the top-level object, creating a new module creates the following objects: Assignment Category Escalation Point Note Reminder Reminder Recipient Task Task Assignment Task Category Task Escalation Point Task Note Task Reminder Task Reminder Recipient 8

9 NEW FEATURES ADDED FOR V7.8.3 To create a new module: 1. In Object Designer, select the Modules node at the top of the Business Objects tree. 2. In the Actions list, click New Module. The New Module dialog appears. 3. In the Module Title box, type the name for the module you want to create. For example, Facilities Management. 4. In the Top-level Object Title box, type the name that you want to use for the top-level process object. For example, Facilities Request. NOTE: You can also select the Lock the Module check box and specify a Locking Password. In future versions of Service Desk this will enable you to lock editing of the module if it is transferred to a different database using Design Transfer. 5. Click OK. The New Module dialog closes and the new module and its default objects are created. 6. Click. The new module and its default objects are saved. You can now add new objects and attributes to the new module as required, and design windows, processes, queries, and so on as for any other module. For more information, see the LANDESK Service Desk Designer Guide. Croatian version available In V7.8.3, Service Desk is available in Croatian (hr-hr, HRV). IMPORTANT: User documentation is not available in Croatian. Changes in supported platforms for This section details the changes that have been made to the supported platforms for V7.8.3 of LANDESK Service Desk. NOTE: For a complete listing of the supported platforms, see LANDESK Service Desk Supported Platforms and Feature Compatibility (SupportedPlatforms.pdf). Windows clients Microsoft Windows 10 is supported for the Service Desk console Browser clients Microsoft Edge is supported for both Web Access and BridgeIT Database servers Oracle 12c is supported Microsoft SQL Server 2008 R2 is no longer supported Web and application servers Microsoft Windows Server 2008 R2 is no longer supported 9

10 LANDESK SERVICE DESK NEW FEATURES GUIDE Other changes in This section describes the other changes made for V Shibboleth authentication You can now use Shibboleth authentication for BridgeIT and Framework. Previously this was available for Web Access only. NOTE: For more information, see the LANDESK Service Desk Setup Guide. Linking to web services Previously when you linked an object to a web service, you provided the address for the web service and Service Desk would automatically add?wsdl to the end of the URL. However, not all web services need this to be added. Therefore, from V7.8.3, when you use the Web services dialog in Object Designer, you need to specify the complete Web Service Description Address as required by the web service that you are using. If the web service you are using requires?wsdl at the end of the URL, you must enter this in the Web Service Description Address box along with the address of the web service. SnapIT: additional language support SnapIT is the functionality in Service Desk that enables you to automatically search the knowledge database for text extracted from an image. From V7.8.3, SnapIT supports all languages that are supported by Abbyy the OCR technology used by Service Desk including Russian. Creating future versions of articles If you have switched on Managed version control on articles, when you create a future version of an article the future version now contains all of the information from the current version. This means that you need to update only the fields that you want to change for the future version. Appointment titles You can now use the double quote " in the titles of appointments. Queries exported to CSV from Web Access use UTF-8 format When you export query results lists to CSV using Web Access, the file is now created in UTF-8 format so that Chinese and Japanese characters appear correctly. 10

11 New features added for V7.8.2 This chapter describes the new features and enhancements that are made available in V7.8.2 of LANDESK Service Desk. You can find out about: Multilingual enhancements on page 12 Knowledge processes and service levels on page 17 Version control of articles on page 18 BridgeIT user interface on page 21 Changes to supported platforms on page 22 Other changes in on page 22

12 LANDESK SERVICE DESK NEW FEATURES GUIDE Multilingual enhancements Changes have been made to V7.8.2 to improve the ability to provide a multilingual version of Service Desk, focusing in particular on areas that support creating a multilingual Service Catalog and multilingual knowledge searching. Previously, you could add new translations only one at a time using the appropriate designer after you had enabled the addition of translations in the Console system settings. Adding large numbers of translations in this way is very time-consuming, so a new method of importing many translations at once from a spreadsheet has also been added. NOTE: For more information about designing a multilingual Service Desk, see the LANDESK Service Desk Designer Guide. Items that can now be made multilingual Previously, the only parts of Service Desk that you could add multilingual translations for were certain pieces of metadata from your system design: process statuses process actions window labels query titles query column titles From 7.8.2, you can also add multilingual translations for the string attributes on some of your operational data, for example: configuration items knowledge articles categories reference lists ordered lists shortcut groups and items NOTE: If you delete a multilingual instance of one of these items, the translated versions are also deleted. Adding translations If you have set the System Setting Enable addition of translations to True in console, and have the Configuration Components\Configuration\Edit MultiLingual Data privilege set to and edit translations for the operational data listed above., you can add NOTE: For more information about setting privileges, see the LANDESK Service Desk Administrator Guide. NOTE: You cannot use this technique for HTML-enabled fields. For those fields, you need to import the translations for more information, see Importing multilingual translations on page 13. CAUTION: When you upgrade to V7.8.2, make sure that this privilege is set for the appropriate roles and groups. To add a translation for an item of operational data: 1. Log in to Web Desk and display the item that you want to add translations for. For example, an article, a CI, a reference list, and so on. 12

13 NEW FEATURES ADDED FOR V Click the label for the field you want to add a translation for. The Configure Localized Resources dialog appears. 3. Type the required translation in the Localized Text field alongside the appropriate Culture, then click OK. The Configure Localized Resources dialog closes. NOTE: To add a new culture, select it from the list, then click Add. 4. Save the item that you have added the translation to. The translation is saved. When a user with that culture logs in, they will see the translated text. NOTE: You can also add translations from console in a similar way. Importing multilingual translations You manage the importing of multilingual translations using the System preferences page in Web Desk. The easiest way to prepare the spreadsheet that you use to import the translations from is to add a single translation for each required language, and then export the translations. This creates a spreadsheet with the required rows and columns that you can pass to your language experts to complete. You do not need to complete all of the translations in the spreadsheet. If you leave an entry blank, the corresponding translation in your database is not changed. This means that if you have previously added a translation for that entry, it is unchanged; if there is no translation for an entry in your database, then the default language is used for the corresponding item. 13

14 LANDESK SERVICE DESK NEW FEATURES GUIDE NOTE: Importing a blank entry DOES NOT delete that entry - it leaves it unchanged. Importing a changed entry updates the existing translation with the new value. This means that you can build up your multilingual Service Desk piece by piece. You can import different sections and different languages as they are completed, rather than having to wait until all of the translations are completed. To create the translations spreadsheet: 1. Log in to Web Desk as a user who has their culture set to the default language and click in the toolbar. The System preferences page appears. 2. In the Multilingual Localization group box, click Export. The export of the text that can be localized starts. When you have exported the translations, you can open the file in Microsoft Excel. NOTE: You may receive a warning when you open the file in Excel that the format and file extension don't match. This is because the exported file is an XML file that is suitable for opening in Excel. The file contains a row for each translatable value in the database, and the following columns: attribute_guid - the attribute guid for the value, used internally by Service Desk: DO NOT EDIT OR DELETE THIS. attribute_name - the attribute name for the value, to help you to identify the value: DO NOT EDIT OR DELETE THIS. record_guid - the record guid for the value, used internally by Service Desk: DO NOT EDIT OR DELETE THIS. record_extra_info - you can use this column to add guidance for your translators. value_<language code> - for each language that you have added to your database, a separate value_ <language code> column is added, where <language code> identifies the specific language to be entered into the column. For example, de-de = German, en-gb = British English. Languages that are not a supported Service Desk culture are also allowed, such as fil-ph = Filipino. When you have exported your translations, you can distribute the spreadsheet to your language experts to translate. You can hide or delete rows and columns that you do not need them to work on, and then import these sections of the spreadsheet you do not need to import complete spreadsheets. 14

15 NEW FEATURES ADDED FOR V7.8.2 To import translations: 1. Log in to Web Desk and click in the toolbar. The System preferences page appears. 2. In the Multilingual Localization group box, click Choose File. The Open dialog appears. 3. Browse to the required file, then click Open. The name of the selected file appears on the System preferences page. 4. Click Import. The new and updated translations are imported into your Service Desk database. Multilingual knowledge and Service Catalog When you rebuild your knowledge and Service Catalog databases using the Knowledge Management Administration component in Console, a separate search index is built for each language. The index for the default language is in the index folder at the location specified in Configuration Center (for example, ProgramData\LANDesk\ServiceDesk\servicedesk.Framework\index). Each language you have added translations for has its own index in a subfolder named after its language code (for example, the German index is in index\de-de). Similarly, the Service Catalog index for the default language is in the service_catalogue_index folder, which also has subfolders for each languages' Service Catalog index. IMPORTANT: After importing translations for articles or for configuration items that are in the Service Catalog, you need to use the corresponding Rebuild Knowledge or Rebuild Service Catalog action in the Knowledge Management Administration component of Console to update the search collections. When you have added your translations and rebuilt the knowledge indexes, users can search for and read knowledge articles in their own language. Text that has been translated appears in their language of choice, and text that has not been translated appears in the default language for your system. 15

16 LANDESK SERVICE DESK NEW FEATURES GUIDE For example, if your base language is English, and an English-speaking user logs in, they can search for knowledge in English and find articles in English. If a German-speaking user logs in, they can search for knowledge in German and find the same articles but with German translations where they have been provided. If a string has not been translated, it appears in the default language - in this example, English. 16

17 NEW FEATURES ADDED FOR V7.8.2 CAUTION: Remember to keep all of the different language versions up to date. If you make a change to an article in the default language, make sure you also update the other languages. You can use the new features added to the Article object that enable you to design richer Article processes to help you to manage this (see Knowledge processes and service levels on page 17 for more information). Similarly, if you have added translations to the configuration items that appear in your Service Catalog, users will see the same items in their Service Catalog, but with the text appearing in their own language. For example, English users see an English Service Catalog. A Chinese user with the same groups and roles would see the same items in their Service Catalog, but in Chinese. Knowledge processes and service levels A number of enhancements to knowledge articles have been implemented as part of V7.8.2: you can now add Assignments, Notes, Tasks, and Reminders to an Article as part of a process you can apply service levels to an article articles can now be version controlled (see Version control of articles on page 18) 17

18 LANDESK SERVICE DESK NEW FEATURES GUIDE Together, these enhancements enable you to create a richer article process. For example, you could create a process that assigns a new article to a subject matter expert to draft within a time defined in a service level agreement. The article could then be passed on for approval before going live. NOTE: If you create articles using the Articles tree in the Knowledge Management Administration component within console, they are created using the Article process that is set as the default in Process Designer. Alternatively, you can create new articles by adding a process shortcut to the appropriate Knowledge Management\Article process in Web Desk. NOTE: As part of the database upgrade that provides these features, the Deletion Type for the Article object is set to No deletion. This means that you can no longer delete articles; instead, you remove articles from the knowledge database (so that they no longer appear in search results) by using the Retire action in an Article process. NOTE: For information about using Process Designer, see the LANDESK Service Desk Designer Guide. For information about Service Level Management, see the LANDESK Service Desk Administrator Guide. For more information about articles, see the LANDESK Service Desk Knowledge Management Guide. Version control of articles From V7.8.2, you can version control articles in the same way that you can version control configuration items (CIs). Both automatic and managed versioning are available for articles: Automatic version control the version number automatically increments when you update attributes on an article that are version controlled. Managed version control you cannot directly modify version-controlled attributes on articles that have managed version control enabled. Instead, you create a future version of the article and when the change is approved, you make the future version into the current version. These changes in version can either be made directly from the Article window, or as part of a Change process. Design changes required You need to make a few design changes to implement the version control of articles. To enable the version control of articles: 1. In Object Designer, open the Knowledge Management\Article object and select Article at the top of the Attributes tree. 2. In the Properties grid, set Performs Versioning? to True and then set Type of Versioning? to either Automatic version control or Managed version control as required. CAUTION: When changes to these properties have been saved, you cannot change them again. 3. Click. The object is saved, and you can now specify which attributes for the article you want to place under version control. 4. In the Attributes tree, select the attribute that you want to place under version control, then in the Properties grid, set Attribute under version control? to Version controlled. For example, you could choose to version control Description, Solution, and Keywords Tags. NOTE: You cannot version control collection attributes. 5. Repeat for any other attributes as required and save the changes. 18

19 NEW FEATURES ADDED FOR V7.8.2 There are several other design changes that you need to make to get the best from the version control of articles: using Window Manager, add the Versions collection to the Article window, so that you can see the different versions of the article. using Window Manager, create a window for the Knowledge Management\Article Version object, including the Rank, Number, Status.Title, and the version-controlled fields. For Automatic version control, set the Protection Level property for each of the fields on the Article Version window to ReadOnly (you are not allowed to make changes directly to a version, so setting this value will stop users from trying to save changes and just receiving a warning message). For Managed version control, set the Protection Level property for the Number, Rank, and Status.Title fields on the Article Version window to ReadOnly and the version-controlled fields to ReadWrite. Then click the Make available in Web Access action. This defines the window that appears when a user clicks a row in the Versions collection on the Article window. using Query and report Designer, create a query based on the Knowledge Management\Article Version object that includes the Rank, the version-controlled attributes, and the Status.Title attribute. In Object Designer, select this query as the Default Query for the Knowledge Management\Article Version object. This specifies the columns that appear in the Versions collection on the Article window. Automatic version control When you have set up automatic version control for articles, you can create and manage articles from Web Desk by creating shortcuts for the Article process and an Article query. NOTE: For more information about creating process and query shortcuts in Web Desk, see the LANDESK Service Desk Web Access Administrator Guide. When you save a new article that has automatic version control, a Versions tab appears at the bottom of the window. Each time you save a change that updates a version-controlled attribute, a new version is created and a new row appears on the Versions tab. Managed version control from the Article process A managed article has one of the following statuses: Future a version of the article that is planned, or being prepared, but which is not ready for use Current the version of the article that is currently in use Previous a version of the article that is no longer in use You can create, set, and rollback managed article versions directly from the Article process. There are three actions that you can add to your Article process that relate to version control: Add Future Version displays the Article Version window so that you can create a Future version of the article. Rollback Version rolls back the version of the article. The Current version becomes the Future version, and the latest Previous version becomes the Current version. Each time you click Rollback Version, the article rolls back through the list of Previous versions, and the Article window updates accordingly. Set Current Version displays the Set Current Version dialog, which displays a list of the Future versions for the article. Only those Future versions that are not associated with a Change are listed. Click the row that corresponds to the version that you want to make the Current version. 19

20 LANDESK SERVICE DESK NEW FEATURES GUIDE Managed version control from the Change process You can manage the versions of an article directly from a Change process if you make some further modifications to your design. To complete the design changes for managed version control of articles from a Change process: 1. Add the managed version control actions to your Article process as described in the previous section. 2. Add the Add Article and Commit Article actions to your Change process. 3. Using Query and Report Designer, create the following queries, selecting the Everyone option button on the New Query dialog: Change Articles Articles Purpose specifies the columns displayed in the Articles collection on the Change window Module Change Management Business Object Change Article Attributes Article.Description, other version controlled attributes Purpose displays the columns that appear on the Article dialogs in the Change process, helping users to find the required article Module Knowledge Management Business Object Article Attributes Description, other version controlled attributes NOTE: The only articles that you can add to a change are those that are at a status where future versions can be added using the Article process. You can add a criteria to your Articles default query so that only those articles at such a status are displayed. For more information about designing queries, see the LANDESK Service Desk Designer Guide. 4. In Object Designer, open the Change Management\Change Article object. 5. In the Properties grid, alongside Default Query, select the Change Articles query that you created above, then click. 6. Similarly, select the appropriate Default Query for the Article object and save the changes. 7. Using Window Manager, add the Articles collection to the Change window, then click. The columns that appear on the corresponding Articles tab are those specified in the Change Articles default query that you created earlier. 8. Make sure that a Web Access version of the window is available. When you have completed this design work, you can manage the versions of an article directly from a Change process. To update a managed article from a Change process: 1. In the Actions list for the Change, click Add Article. The Add Article dialog appears. 2. In the Available list, click the article that you want to add to the change. The article moves to the Selected list. NOTE: Clicking an article in the Selected list removes it from that list. 3. Repeat to add further articles as required, then click OK. A Future version of any article under managed version control is created, and the articles appear in the Articles tab on the Change window. 20

21 NEW FEATURES ADDED FOR V7.8.2 NOTE: The Detach Article action works in a similar manner, listing only those articles that are attached to the change. 4. Click the managed article in the Articles tab. The Article window appears. 5. Click the row in the Versions tab that corresponds with the Future version created by the Change. The Version window appears, with the version number displayed in the title bar. 6. Update the version controlled attributes, then click Save and close. The Article window reappears, with the updated value displayed in the Versions tab. 7. Click Save and close on the Article window. The Change window appears. 8. In the Actions list for the Change, click Commit Article. The Commit Article dialog appears. 9. In the Available list, click the article that you want to commit. The article moves to the Selected list. 10. Repeat to add further articles as required, then click OK. The Future versions of managed articles associated with the Change become the Current versions, and the Current versions become the Previous versions. NOTE: If you want to revert an article to an earlier version, the best practice is to use another Change to create a new Future version that matches the Previous version. BridgeIT user interface The BridgeIT user interface (the platform that provides LANDESK Workspace) has been updated to improve its appearance and usability. HTML fields are now supported in BridgeIT. Read-only windows display the formatted content, and a formatting toolbar appears on editable HTML-enabled fields. The following buttons and keyboard shortcuts are available: Icon Functionality bold italic underline text color text size insert image insert link Keyboard shortcut (Ctrl + or Cmd +) b i u p k 21

22 LANDESK SERVICE DESK NEW FEATURES GUIDE numbered list bulleted list show/hide HTML code Date/time controls that set only the date component update when you click the required date. However, date/time controls that set either only the time component or both the date and the time components do not update until you click. The labels of fields that you must complete are marked *. You can change the default background image used in BridgeIT to a supplied image of a cityscape by backing up application-background.jpg in C:\Program Files (x86) \LANDesk\BridgeIT\Content\images on your Service Desk web server, and then renaming application-background-cityscape.jpg to application-background.jpg. WARNING: DO NOT change any of the other images in this folder. Changing other images in this folder could have unexpected results and could cause problems in future when you upgrade. Changes to supported platforms This section describes changes to the supported platforms for V LANDESK Management Suite LANDESK Management Suite V9.6 SP1 and SP2 are both supported for use with LANDESK Service Desk V Other changes in This section describes the other changes made to Service Desk for V Handling large inbound s Improvements have been made to how Service Desk handles messages over 2MB in size, to ensure that the inbound mail engine continues to process s. When an exceeds this size, a text file is attached to the incident that reports the name of the attachment and directs users to open the to view the attachment. Mail Manager log files Previously, Mail Manager logs were recorded in the Windows Event Log and could be viewed only using the Windows Event Viewer. From 7.8.2, you can choose to record log messages for both the Mail Manager - Inbound Service and the Mail Manager - Outbound Service in separate log files in the folder C:\Program Data\LANDESK\Service Desk\Services\ on your Application Server. The log files have names of the form <instance>.<service>-<date>.log (for example, servicedesk.inboundmail log). To specify where you want Mail Manager log messages to be recorded: 1. Log in to Configuration Center, and open the required instance. 2. In the Configured Services group, stop the Mail Manager service that you want to configure. An Edit link becomes available. 3. Click Edit. The Edit Service dialog appears. 4. In the Add to Log File list, select False if you want to record log messages in the Windows Event Log, or True if you want to record log messages in log files, then click OK. 22

23 NEW FEATURES ADDED FOR V Click Start alongside the service. The service starts and log messages are recorded as you specified. Performance enhancement: scheduled bulk actions Each time a scheduled bulk action runs in the Schedule Manager component, it keeps a record of the results of the bulk action. This record reports a lot of information, including when the bulk action ran, the number of records it processed, and information on every record that succeeded and failed. After a while, a large number of these reports can be generated, which can negatively affect the performance of Service Desk. From V7.8.2, for each of your scheduled bulk actions, you can configure how many of these reports you want to keep. By default, ten are kept and you must keep at least one. The Background Service now deletes any additional results each time it processes a scheduled bulk action. CAUTION: When you upgrade to V7.8.2, make sure you stop the Background Service using Configuration Center before you upgrade, and then start it again after you have configured the number of scheduled bulk action results you want to keep. To configure how many scheduled bulk action results to keep: 1. In Service Desk console, start the Schedule Manager component. 2. Display the Bulk Action Management tree. 3. Under Schedules in the tree, double-click the scheduled bulk action that you want to configure. The schedule page appears. 4. Set the Bulk Action Results to keep, then click. 5. Repeat for the other scheduled bulk actions in the tree. Performance enhancement: primary keys use a non-clustered index Previously when you created a new business object, Service Desk created clustered indexes in SQL Server; from 7.8.2, it creates non-clustered indexes. When you upgrade to 7.8.2, existing clustered indexes ARE NOT converted to non-clustered indexes because this might not be the best option for all databases. If you want to convert existing clustered indexes in your SQL Server Service Desk database to non-clustered indexes, contact LANDESK support who can provide technical advice and a stored procedure to help you. CI Impact Analysis diagram Previously, certain non-alphanumeric characters such as / and - were removed from CI names on Impact Analysis diagrams. These characters now appear. However, you cannot use < or > on Impact Analysis diagrams, so we recommend you avoid using these characters in the names of CIs. Service Catalog Hierarchy Category The Configuration Management\Catalog Hierarchy Category object now has its Deletion Type set to Soft deletion rather than Hard deletion so that old categories can be removed more easily. Article Type now a reference list The Article Type object in the Knowledge Management module is now a reference list. This object is typically displayed on the Article window to enable you to create different types of article. You can now create and modify Article Types (including adding multilingual translations) using the Reference Lists tree in the Administration component in console. 23

24 LANDESK SERVICE DESK NEW FEATURES GUIDE Changes to Web Access The Current group drop-down in the Web Desk toolbar is now sorted alphabetically. Color fields are now displayed on grouped queries. The appearance of the charts in the Blue and Bright Blue Web Access color schemes has been updated. NOTE: The appearance of the charts in all other color schemes including custom color schemes based on the Blue and Bright Blue color schemes are not updated when you upgrade. 24

25 New features added for V7.8.1 This chapter describes the new features and enhancements that are made available in V7.8.1 of LANDESK Service Desk. You can find out about: Extracting text from images as part of a process on page 26 Automatically populating the Knowledge Search collection on page 28 Automatically searching for knowledge using text extracted from an image on page 28 GetReferencedObject Framework Object Function on page 31 Usage statistics on page 32 Adding links to report templates, calculations and Content gadgets on page 33 Displaying User and Device Profile pages in BridgeIT on page 34 Other changes to BridgeIT on page 35 Changes to supported platforms on page 36 Other changes in on page 36

26 LANDESK SERVICE DESK NEW FEATURES GUIDE Extracting text from images as part of a process Service Desk adds the ability to extract the text from an image using Optical Character Recognition (OCR) technologies and to store this text in a separate field as part of a process. You could then search the knowledge database for this text. NOTE: For information about how to combine this functionality with the ability to populate the Knowledge Search collection from a process (see Automatically populating the Knowledge Search collection on page 28), and so design a process that automatically extracts the text from an image and then provides a list of knowledge links based on that text, see Automatically searching for knowledge using text extracted from an image on page 28. OCR system settings The OCR technology used by Service Desk (Abbyy) is hosted in the cloud, and you need to subscribe and register an account at for your organization to use it. You then need to create an application on the Abbyy web site for Service Desk to use. To enter your organization's OCR application details: 1. In Service Desk console, on the Settings menu, click System. The System Settings appear. 2. Under OCR Api Settings, set the following values: Url the URL for the OCR web service. Set this to Account ID your Abbyy application name. Account Password your Abbyy application password. Maximum Wait Time how long you want Service Desk to wait for a response. We have found that after about 10 seconds any results returned are often of poor quality, so we recommend setting this value to Save the settings. Setting the OCR behavior When you have configured the OCR system settings, you can set up the object and attributes that will be used to store the image and its extracted text. To set up the OCR behavior: 1. In the Service Desk console, start Object Designer, and open the object that you want to use the OCR functionality from. For example, Incident Management\Incident. 2. Click the object name at the top of the Attributes tree, then in the Properties grid, alongside Behaviors, click. The Behavior Selection dialog appears. 3. In the Available Items list, select OCR, then click. OCR moves to the Selected Items list. 4. Click OK and save the changes. A new attribute is added to the object called OCR Status. This attribute is used to record whether or not the OCR request worked. 0 = none, 1 = succeeded, 2 = failed. Also, a new action is created that you can use in Process Designer called Extract text. When you have created the object with the OCR behavior, you can configure the attributes that will store the image and its extracted text. 5. Add an attribute to the object and set the attribute's Data Type to Attachment. For example, OCR Attachment. 26

27 NEW FEATURES ADDED FOR V7.8.1 IMPORTANT: Make sure you leave the Attachment Type property set to None. 6. Set the Enable text extraction? property for the attribute to True and save the changes. A new attribute is added to the object, called Text from attribute title. For example, Text from OCR attachment. This is the attribute that will store the text extracted from the image. NOTE: You can change the text of the Extract text action (and add multilingual versions) using the Business Objects tree in Process Designer. For more information about using Process Designer and about creating a multilingual Service Desk, see the LANDESK Service Desk Designer Guide. NOTE: You can add the Enable text extraction? property to more than one attachment attribute on the same object. In this instance, each attribute will have its own Text from... attribute, but will use the same Extract text action. Using the Extract text action When you have added the OCR behavior to an object and set the Enable text extraction? property for an attachment attribute to True, an Extract text action becomes available in Process Designer for processes based on that object. You can use this action with an Action Instance, an Automatic Action Instance, or an Optional Action Instance. The action extracts the text from the image in all of the Attachment attributes that have the Enable text extraction? property for an attachment attribute set to True and stores the extracted text in the corresponding Text from attribute title attribute. NOTE: The OCR web service processes the image as containing text in the current user's application interface language. For example, if the user's culture is set to Japanese, the image will be processed as containing Japanese text. For information about how the application interface language is determined, see the LANDESK Service Desk Designer Guide. NOTE: For information about using this functionality to search for knowledge from an image, see Automatically searching for knowledge using text extracted from an image on page 28. For information about using Process Designer, see the LANDESK Service Desk Designer Guide. 27

28 LANDESK SERVICE DESK NEW FEATURES GUIDE Automatically populating the Knowledge Search collection The Automatic Search behavior has been extended in V7.8.1 to provide a new Populate Search Matches action. This enables you to design a process that automatically populates a Knowledge Search collection with the best matches from a knowledge search based on configured attributes. The existing Complete Search action provided by this behavior is unchanged. The existing Complete Search action The existing Complete Search action enables you to configure Self Service so that when end-users visit the Self Service web page, they are provided with a box where they type a description of their issue. Self Service then logs this as an incident, and simultaneously searches the knowledge base for any known answers. The end-user can then review the knowledge articles that are returned. Service Desk silently records which articles the end-user opened along with the incident. When the end-user clicks Continue, they are asked if the search answered their question. You can then design a process to take the incident to a different status depending on how the end-user answers this question. This functionality is unchanged in this release, but an additional action is now available when you add the Automatic Search behavior to an object: Populate Search Matches. NOTE: If you added the Automatic Search behavior to an object in a previous release, the Populate Search Matches action is available for use in processes based on that object after you upgrade to V The new Populate Search Matches action Objects that have the Automatic Search behavior now also have a Populate Search Matches action available that you can use in their processes. This action uses the text set in attributes with the Is AutoSearch? property to True in Object Designer to generate a knowledge search and then populate the Search Matches collection with the top 10 results. You can use this action with an Action Instance, an Automatic Action Instance, or an Optional Action Instance. NOTE: If you use both the Populate Search Matches and the Complete Search actions in the same process, you may generate duplicate results. Automatically searching for knowledge using text extracted from an image You can use the methods described in the previous sections to enable your end-users to search for text extracted from an image as part of a process. For example, if an error message appears to an end-user, they could screen-capture or photograph the message, log an incident with this image as an attachment attribute, and automatically be provided with suggested solutions to the error. This section describes how to extract text from an image and search the knowledge database for this text as part of an incident process. You could use similar techniques to use this functionality in other Service Desk modules. We recommend that you build this solution step-wise, ensuring that each part is working before moving on to the next part. First, implement the extraction of text from an image. To automatically search for knowledge using text extracted from an image: 1. Enter your organization's OCR account details into the System Options, add the OCR behavior to the Incident object, and add an OCR Attachment attribute to the Incident object with its Enable text extraction? property set to True. See Extracting text from images as part of a process on page 26 for more information. 28

29 NEW FEATURES ADDED FOR V Using Window Manager, add the OCR Attachment and Text from OCR attachment attributes to the Incident window. NOTE: You could also add the OCR Status attribute to the window during the design phase, to help with any debugging. However, we recommend removing the OCR Status attribute again before migrating the design to your live version. You could also extend your process to log an incident if the OCR Status returned is In Process Designer, create a new process under Incident Management\Incident. NOTE: For information about using Process Designer, see the LANDESK Service Desk Designer Guide. 4. Expand the Toolbox ( ), and drag onto the workspace. 5. Drag an Automatic Instance Action onto the workspace. The Select Action dialog appears. 6. Select Extract Text, then click OK. The dialog closes, and the text on the Automatic Instance Action updates. 7. Drag a Start Status onto the workspace. The Select Status dialog appears. 8. Select Open, then click OK. 9. Link the to the Extract Text action, and the Extract Text action to the Open status. 10. Complete the process as required, then save and activate it. 11. In Web Access, add a process shortcut to the process you have created. NOTE: For information about adding shortcuts to Web Access, see the LANDESK Service Desk Web Access Administrator Guide. If you add the shortcut to Self Service, it will also be available in BridgeIT. 12. Click the new shortcut to display the Incident window, and complete the mandatory fields. 13. Click Choose File or Browse alongside the OCR attachment field (the label depends on the browser you are using) and select an image that contains text. NOTE: If you are using BridgeIT on a device that has a suitable primary camera, you are given the option to choose an existing image, or to take a photograph. 14. Save the incident. After a short while, the incident is saved, and the Text from OCR attachment field updates to include the text extracted from the image. If you have added the OCR Status field to the window, it reads 1 if the OCR request succeeded, or 2 if it failed. 29

30 LANDESK SERVICE DESK NEW FEATURES GUIDE When you have finished setting up the OCR functionality, you can set up the knowledge search functionality so that Service Desk automatically searches the knowledge database for the text stored in the Text from OCR attachment field. To search the knowledge database for the extracted text: 1. In Configuration Center, make sure that Background Service in the Configured Services section is started for the instance you are using. The Background Service adds items to the knowledge database. 2. Add the Automatic Search behavior to Incident object. See Automatically populating the Knowledge Search collection on page 28 for more information. 3. In Object Designer, select the Text from OCR attachment attribute, then in the Properties grid, under Knowledge Management, set Search Type to Is Natural Language, and Is AutoSearch? to True and save the changes. 4. In Window Manager, add the Search Matches collection to the Incident window. 5. In Process Designer, deactivate and open the process you designed earlier. 6. Drag an Automatic Instance Action onto the workspace. The Select Action dialog appears. 7. Select Populate Search Matches, then click OK. The dialog closes, and the text on the Automatic Instance Action updates. 8. Connect the Populate Search Matches automatic action between the Extract Text automatic action and the Open status. 9. Save and activate the process. 10. In Web Access, log and save an incident using this process and attaching an image as before. This time, the Text from OCR attachment field updates to include the text extracted from the image as before, but a Search Matches tab also appears at the bottom of the window. This tab contains the best matches from the knowledge search on the text extracted from the OCR attachment image and stored in the Text from OCR attachment field. You can open the items from this tab to view the details. NOTE: You could use a calculation to combine the results from the Search Matches tab into a single field using the new calculation function added for this release. For more information, see GetReferencedObject Framework Object Function on page

31 NEW FEATURES ADDED FOR V7.8.1 Using OCR with Mail You can use the Mail component in Service Desk to enable the process described above to be initiated by an . When you configure the mapping for the inbound , map the Attachment attribute in the Message Attributes tree to the OCR attachment attribute in the Business Attributes tree on the Mapping window. NOTE: For more information about configuring Mail with Service Desk, see the LANDESK Service Desk Administrator Guide. GetReferencedObject Framework Object Function A new function, GetReferencedObject(""), has been added to the available Framework Object Functions in the calculation editor. This function returns the object for a matching object reference, and is particularly useful when used with the Search Matches collection generated by the Automatic Search behavior described in Automatically populating the Knowledge Search collection on page 28. As part of a larger calculation, this function enables you to create a single text field from a collection of records based on different objects, such as creating a single text field from the results in the Search Matches collection, which typically includes different types of object. NOTE: For more information about using calculations, see the LANDESK Service Desk Designer Guide. GetReferencedObject("MatchingObject") returns the object of an object reference, where MatchingObject is the object reference. An example of its use is given below. Example usage The Search Matches collection generated by the Automatic Search behavior usually includes different types of object for example, Incidents and Articles. These objects have different attributes, so it is difficult to write a calculation that returns records from this collection, as you cannot be sure which attributes you are expecting to find. For example, Incident contains a Raise Date attribute but Article doesn't, whereas Article contains an Effectiveness attribute but Incident doesn't. The GetReferencedObject ("") function enables you to iterate through the Search Matches collection, identifying which object each record refers to, and then request appropriate attributes for that record in the next part of the calculation. The example calculation below iterates through the rows in the Search Matches collection and identifies if the row corresponds to an Article or an Incident. If the row is an Article, it generates the string Article Title=title, where title is the title of the Article; if the row is an Incident, it generates the string Incident Id=Id, where Id is the Reference Number of the Incident. import System static def GetAttributeValue(Incident): Value = "" for item in Incident.SearchMatches: Value += item.serialnumber + "=" obj = item.getreferencedobject("matchingobject") if obj.classtype.fullname == "Knowledge.Article": Value += "Article Title=" + obj.title if obj.classtype.fullname == "IncidentManagement.Incident": Value += "Incident Id=" + obj.id Value += " / " return Value First, the Value variable is set to blank, then the line starting for instructs the calculation to iterate through each item in the Search Matches collection on the Incident object. 31

32 LANDESK SERVICE DESK NEW FEATURES GUIDE Each time the calculation passes Value +=, the text generated by the rest of that line is concatenated to the end of the current string stored in the Value variable. So the first time the calculation passes the line Value += item.serialnumber + "=", it reads the SerialNumber of the first item (which will be 1), and adds = to generate the string 1=. The line obj = item.getreferencedobject("matchingobject") uses the new GetReferencedObject ("") function to set the variable called obj to be equal to the object for the item in the current row of the collection. This is then used by the if statements later in the calculation. if obj.classtype.fullname == "Knowledge.Article": tests if the object returned in the previous line is Knowledge.Article; if the object returned is NOT Knowledge.Article, the calculation advances to the line if obj.classtype.fullname == "IncidentManagement.Incident": to test if the object returned is IncidentManagement.Incident. If the object returned is Knowledge.Article, the line Value += "Article Title=" + obj.title runs and adds the text Article Title=<article title> to the Value variable (where <article title> is the title of the corresponding article. If the object returned is IncidentManagement.Incident, the line Value += "Incident Id=" + obj.id runs and adds the text Incident Id=<incident id> to the Value variable (where <incident id> is the Reference Number of the corresponding Incident. The line Value += " / " then adds / to the end of the Value variable, and the calculation loops back through to the next item in the collection, adding the next record, and so on to the end of the collection. When the calculation completes, it will have generated a string of the form: 1=Article Title=Title of first item in the collection / 2=Incident Id=12033 /... In this example, the first item in the Search Matches collection is an Article with the title Title of first item in the collection, and the second item is Incident NOTE: With the example calculation, if the Search Matches collection contains items other than Articles or Incidents, the if statements will not find a match, and the corresponding line will be blank except for the item serial number at the start of the line. You could fix this by adding another if statement for the new object. Usage statistics There are several ways our customers can get involved in shaping the future direction of Service Desk development. Beta versions are made available at the end of every 2-week development sprint that show the latest work-in-progress. If you are interested in applying for a place on our Beta Program, please visit Customer events are regularly arranged around the world to get feedback on specific areas of Service Desk; again, contact your LANDESK supplier if you are interested in attending one of these. The LANDESK User Community ( regularly hosts surveys and provides opportunities to give feedback: registration is free to all customers with a current maintenance contract. In addition to these, V7.8.1 introduces Usage Statistics into Service Desk. Service Desk Usage Statistics provide LANDESK with feature-usage information from our customer base. This helps LANDESK Product Management to determine which Service Desk features are well used and which are rarely used. This information helps us to understand our customer base better and helps to inform our roadmap, sustainment, and new feature planning. In addition, future capability will enhance and improve the technical support experience and provide additional customer value. Usage Statistics receives usage queries from a central LANDESK source, and then passes the results of these defined Service Desk usage profile queries to a central, cloud-based LANDESK database. With V7.8.1, the set of usage statistics captured is very basic, although over time the set of statistics is planned to increase. 32

33 NEW FEATURES ADDED FOR V7.8.1 Security is important, be assured. All usage statistic data is encrypted. No customer operational or transactional data is recorded. Only system configuration and usage flag information is recorded for example using Service Catalog YES/NO. There is no performance or operational impact from Usage Statistics. The architecture of Usage Statistics is carefully built to enforce only selection queries. No modification or change of data is possible. The Usage Statistics feature is enabled by default, but you can disable it at any time. We encourage all customers to leave the Usage Statistics feature enabled on your live system to help us to focus on the functional areas that are important to you. We recommend disabling Usage Statistics on your test systems. To enable or disable usage statistics for a Service Desk instance: 1. In Configuration Center, open the required instance. 2. In the top section of the page, where the Description for the instance is reported, click Edit. The Edit Instance dialog appears. 3. Select or clear the Usage Statistics Enabled check box as required, then click OK. NOTE: This check box is also available when you create a new instance. NOTE: You can see the output of your Usage Statistics by using the new diagnostic logging category Usage Statistics that has been added to Service Desk Framework. See the LANDESK Service Desk Administrator Guide for more information about diagnostic logging. Adding links to report templates, calculations and Content gadgets You can add links to other parts of Service Desk when you design report templates for Web Access and BridgeIT. For example, you can add an Add Note action to the report template that you apply to an Incident query so that users can add a note to the Incident directly from the query list without having to open the record first. Alternatively, you can design a Content gadget that uses images to represent quick links in your Self Service that launch your new Incident form or Service Catalog dashboard. However, when these report templates, calculated fields, or Content gadgets appear in BridgeIT, the links might point to a URL specific to Web Access. Also, the URLs for these links are often complex, so it can be difficult to know exactly which URL you need to add. To make it easier to add links to report templates, calculations and Content gadgets, a new control word has been added for that both Web Access and BridgeIT use to ensure that any links added work correctly inside the application. The control word is applink:, which can be used in conjunction with links to different parts of the application. Each type of link can also take a number of parameters to identify exactly what to launch. 33

34 LANDESK SERVICE DESK NEW FEATURES GUIDE Command Example Mandatory parameters action Add note function_name object An existing record such as the profile of the logged in user Optional parameters class_name key create Create a new record, such as New Request class_name lifecycle_name object_template_name dashboard A shortcut to a dashboard id query A link to run a query class_name title Links are of the form: applink:<command>?<parameter1>&<parameter2> query attributes sort_by enable_launch hide_filters template For example, to include a link in a report template on an Incident query that adds a note to the Incident, add the following to your report template HTML: <a href= applink:action?function_name=addnote >Click here to add a note</a> To add a link to a query on a content gadget, create a link like this: <a href= applink:query?class_ name=knowledgemanagement.article&attributes=title,description,effectiveness,createuser.title,createdate&sort_by=createdate&enable_launch=false&title=article%20list >Click here to view Articles</a> NOTE: To determine the correct way to format the links you want to add to your rich content, look at how the URL you want to put a link to is constructed when you make a link to it in Web Access. NOTE: All your existing links that are already in Content gadgets, calculations and report templates that use complete URLs to point to other parts of Web Access will continue to work. NOTE: If you use the applink: command with no parameters, it opens the current record. You cannot use this in Content gadgets. NOTE: You cannot use the action command in content gadgets. NOTE: If you use the query command, you MUST include the title parameter as the final parameter. Displaying User and Device Profile pages in BridgeIT If you have both LANDESK Service Desk and LANDESK Management Suite installed and configured to work with BridgeIT, you can now access User and Device Profile pages from within BridgeIT. NOTE: To use LANDESK Management Suite with BridgeIT, you must set the Logon policy in BridgeIT to Token only. For information about configuring BridgeIT to connect to both Service Desk and LANDESK Management Suite, see the LANDESK Service Desk Setup Guide and the documentation provided with LANDESK Management Suite. 34

35 NEW FEATURES ADDED FOR V7.8.1 A new connector has been added to Desktop Manager for The BridgeIT connector includes two connections: Device Linking (Management Suite), and User Linking (Management Suite). The User Linking (Management Suite) has a single connection type, User Network Logins, which is for information only, and which you cannot edit. This specifies the Network Login attribute on the Service Desk user as the unique identifier for the connection. For the Device Linking (Management Suite) connector, you can add new business objects and specify corresponding unique identifiers in the same way as you can for the LDMS connector in Desktop Manager. NOTE: For information about adding Network Login using the Administration component, see the LANDESK Service Desk Administrator Guide. For more information about creating Desktop Manager connections, see the LANDESK Service Desk Desktop Manager Guide. NOTE: If the user has more than one Network Login defined, then the one defined as the primary logon is used. A new attribute, Is Primary, was added to the User Network Login object in the System module during the database upgrade to enable this. When you have set up BridgeIT in this way, and signed in using your Active Directory credentials, then clicking the User label on a process window, or clicking the user image icon in the header of the application, displays the User Profile page for the logged on user if the user profile information is available in LANDESK Management Suite. If the user profile information is NOT available in LANDESK Management Suite, the links are not available. If you have set up connections for the Device Linking (Management Suite), then on any Configuration Item or Asset window for an item that has one of these connections, a link appears on the label. Clicking this link displays the corresponding Device Profile page. Other changes to BridgeIT A number of changes have been made to BridgeIT the platform that provides LANDESK Workspace for V Standalone labels on input windows Standalone labels (added using the Label control from the Controls tree in Window Manager) now appear on windows used to create new items in BridgeIT. Previously, they appeared only on read-only windows. Date/time controls Date/time controls are now supported in BridgeIT, including support for mandatory date/time controls and date/time ranges. Their exact appearance depends on how the control has been configured in Window Manager, and on the culture of the implementation. You can design the controls to show just the date, just the time, or both the date and the time. The date can be displayed in either the short form or the long form. Boolean controls Boolean controls added to windows are now supported in BridgeIT and appear as check boxes. Attachments You can now add and view attachments using BridgeIT, including using the Multiple Attachment control and mandatory attachments. When an attachment is available to download from a saved window, its file name and size appear on the control. 35

36 LANDESK SERVICE DESK NEW FEATURES GUIDE Changes to supported platforms This section describes changes to the supported platforms for V Earliest supported mobile devices for BridgeIT apps Android Blackberry 10.1 ios 7 Windows Phone 8.1 Earliest supported mobile devices for BridgeIT using a browser Android using Chrome Blackberry 10.1 using the default browser ios 7 using Chrome or Safari Windows Phone 8.1 using the default browser Other changes in This section describes the other changes made to Service Desk for V Security improvements For security reasons, the auto-completion of the credentials fields on the logon pages of Web Access and BridgeIT has been disabled. Your browser may also offer to save these credentials, but we recommend that you do not allow this. Also for security reasons, by default the Further Details button has been disabled on exception pages in Web Access. If required, you can re-enable it by setting the Detailed error information enabled option to True for the Web Access application in Configuration Center. We recommend that this option is usually set to False. Report template formatting improvement In Object Designer, the Text field on the Report Templates dialog now retains any line breaks that you add to the template. This make it easier to read and validate any html that you include in this field. NOTE: For more information about Report templates, see the LANDESK Service Desk Designer Guide. Template Designer When you make a change to a template using Template Designer, you no longer need to recycle the application pool to make the updated template appear. Using filters and grouping in queries used by the Add... dialogs In Web Access, the lists that appear on the Add... dialogs (such as the Add CI dialog for a Change process, or the Add Child Incident window for an Incident process) are defined by the default query for the parent object. From V7.8.1, you can use both grouping and prompted criteria on these queries so that the lists on the Add... dialogs can be grouped AND still be filtered at runtime by the user. NOTE: For more information about configuring default queries, see the LANDESK Service Desk Designer Guide. 36

37 NEW FEATURES ADDED FOR V7.8.1 Multilingual column titles retained when certain query modifications are made in Web Access If you design your queries in Service Desk console, and then make these queries available in Web Access, you can include multilingual column titles in the query definition. For example, a French user could see French column titles, and a Japanese user see Japanese column titles for the same query. NOTE: For information about configuring a multilingual Service Desk system, see the LANDESK Service Desk Designer Guide. Previously, any change you made to a query in Web Access converted the query into a Web Access query. Web Access queries do not support the multilingual functionality, so the multilingual titles in the queries were lost if you made any modification to a query in Web Access. From V7.8.1, you can use the following actions from the Web Access without converting it to a Web Access query: Prevent Launch Hide Filters View as Report query menu to modify a Service Desk query in This means that you can now use these actions on a console query that has not been converted to a Web Access query and not lose the multilingual titles. Dynamic window calculations Dynamic window calculations are now triggered when you use an update action window. Web Access A number of other small changes have been made to Web Access for V7.8.1: The true or false value for a boolean filter criterion on a Web Desk query now appears in the query filter above the results list You can now type the required number into a numeric field that uses allowed values, in addition to selecting the required number from the drop-down Inline images in HTML attribute fields are now displayed in html report templates You can now expand grouped queries that use a report template Token only configuration When you select Token only as the Logon policy for an application in Configuration Center, you now need to specify the following values: STS Issue Token Url the URL for the STS Issue Token that you want to use (for example, User Name and Password the credentials for a Windows Administrator account for the server hosting STS. 37

38 LANDESK SERVICE DESK NEW FEATURES GUIDE 38

39 New features added for V7.8 This chapter describes the new features and enhancements that are made available in V7.8 of LANDESK Service Desk. Version 7.8 includes all new features that were included in the quarterly releases of Service Desk in 2014 (V7.7.1, V7.7.2, and V7.7.3). You can find out about: Overview of new features in V7.8 on page 40 LANDESK BridgeIT on page 41 Migrating BridgeIT to use Framework on page 47 Telephony integration with Web Desk on page 49 Adding multiple attachments to an object on page 51 Scheduling data import on page 53 Enhancements to Event Manager on page 53 Help Center on page 55 Changes to Schedule Management on page 55 Managing web sites from Configuration Center on page 59 Confirming the creation, modification or deletion of records on page 60 Restoring Soft Deleted items on page 60 Desktop Management improvements on page 62 Adding the LDMS database schema as a Service Desk module on page 63 Updates for multilingual systems on page 64 Linking to Web Services on page 66 In-context knowledge searching in Web Desk on page 70 Shibboleth authentication on page 70 Changes in supported platforms for V7.8 on page 71 Other changes in 7.8 on page 73 Other changes in on page 73 Other changes in on page 74 Other changes in V7.7.1 on page 75

40 LANDESK SERVICE DESK NEW FEATURES GUIDE Overview of new features in V7.8 Service Desk V7.8 includes all new features that were included in the quarterly releases of Service Desk in 2014 (V7.7.1, V7.7.2, and V7.7.3) in addition to those added for the V7.8 quarterly release. This New features added for V7.8 section describes all of these features grouped by functional area. The tables below indicate in which release major new features were introduced. Major features added in 7.8 Feature for information, see Changes to the user interface for BridgeIT, including LANDESK BridgeIT on page 41 updates to the navigation bar, category controls on windows, and icons for BridgeIT shortcut groups and items Migrating BridgeIT to use Framework, and changes to the BridgeIT application dialogs in Configuration Center, including changes to the Token Only login policy Migrating BridgeIT to use Framework on page 47 Telephony integration with Web Desk Telephony integration with Web Desk on page 49 Adding multiple attachments to a single item Adding multiple attachments to an object on page 51 Enhancements to scheduling data import Scheduling data import on page 53 Event Manager: processing attach/detach actions, accessing more parameters when mapping network events, using Send commands for integration events, and new Event Manager web service methods Enhancements to Event Manager on page 53 User assistance now provided by Help Center Help Center on page 55 Major features added in Feature for information, see BridgeIT dashboards and gadgets LANDESK BridgeIT on page 41 Schedule Management improvements: Adding recipients as part of a process Create and Update users omitted from schedule calendars Color-coding for items on a calendar Managing web sites from Configuration Center Changes to Schedule Management on page 55 Managing web sites from Configuration Center on page 59 Restoring soft deleted items Restoring Soft Deleted items on page 60 Confirmation behavior Confirming the creation, modification or deletion of records on page 60 40

41 NEW FEATURES ADDED FOR V7.8 Major features added in Feature Desktop Manager improvements: SCCM 2012 R2, LDMS HTML5 Remote Control, Linking to external applications from within Web Desk LDMS database schema as a Service Desk module Schedule Management improvements: Adding and moving appointments on a Calendar gadget, Sending invitations to appointment recipients for information, see Desktop Management improvements on page 62 Adding the LDMS database schema as a Service Desk module on page 63 Changes to Schedule Management on page 55 Improvements for multilingual systems Updates for multilingual systems on page 64 Using LDMS with BridgeIT LANDESK BridgeIT on page 41 Major features added in Feature for information, see Linking to web services Linking to Web Services on page 66 Navigation changes in BridgeIT LANDESK BridgeIT on page 41 In-context knowledge searching in Web Desk In-context knowledge searching in Web Desk on page 70 Shibboleth authentication Shibboleth authentication on page 70 Growing text boxes disabled Other changes in V7.7.1 on page 75 LANDESK BridgeIT LANDESK BridgeIT is the responsive, cross-portfolio web platform that provides LANDESK customers with a single user interface across mobile native app, mobile web-app and desktop platforms. BridgeIT, Fuse, and Mobile Self Service Service Desk V7.6 introduced LANDESK Mobile Self Service, which enabled end-users to access the self service features of Service Desk from a mobile device. Mobile Self Service was built on a responsive web architecture that we called BridgeIT internally. Over the next few releases, Mobile Self Service and BridgeIT were extended to give a richer user experience. By the time Service Desk was released, other LANDESK products had also started to add end-user, self service features to BridgeIT. As a result, Mobile Self Service was renamed to Fuse. Service Desk 7.8 sees BridgeIT start to extend to other roles, so we have started to use the name BridgeIT externally as the name of the underlying architecture that supports our responsive web applications. NOTE: In V7.7.2, the Mobile Self Service application in Configuration Center was renamed to Fuse, and any new Fuse web applications created in Configuration Center were named instance.fuse by default. From V7.8, this application has changed to BridgeIT, and any new BridgeIT web applications created in Configuration Center are named instance.bridgeit by default. Existing, upgraded applications retain their original name. 41

42 LANDESK SERVICE DESK NEW FEATURES GUIDE User interface changes for V7.8 There have been a number of style and user interface changes to BridgeIT for V7.8: The user profile menu has been removed. The Change Password and Time Zone options are no longer available, and the Sign Out menu item has moved to the bottom of the navigation bar. The horizontal navigation bar that was used on larger devices has been removed, and the appearance of the vertical navigation bar has changed. The vertical navigation bar is now used on all devices, but on smaller devices and smaller browser windows is hidden until you click. The navigation bar now contains a number of sections, depending on which LANDESK products you are using with BridgeIT, and which user type you sign in as. If you sign in as a Service Desk enduser, you see a Self Service section containing your Self Service shortcuts, and the Sign Out button. If you sign in as a Service Desk analyst, you see the Self Service section, the Sign Out button, and an IT Support Analyst section that contains a Home link that displays the analyst's home page. If you have configured BridgeIT to work with other LANDESK products, other links may also appear in the navigation bar. The More button at the top of process pages, which gave access to collections such as the Notes, Tasks, and Assignments for the process, has been replaced. There is now a control at the bottom of the page that enables you to see these collections by expanding different sections. Clicking an item in one of the sections opens the corresponding item. Only one section can be expanded at any time. Category controls in BridgeIT From Service Desk 7.8, category controls are supported in BridgeIT. You can expand and contract the tree within the category list box by clicking the arrow icons next to the required branch. When you select a subcategory, the completed list shows the full path to the sub-category, with the different category levels separated by hyphens. 42

43 NEW FEATURES ADDED FOR V7.8 Adding icons to shortcut groups and shortcut items From Service Desk 7.8, you can associate icons with shortcut groups and shortcut items in BridgeIT. You configure these icons using LANDESK Self Service. To associate an icon with a BridgeIT shortcut group or item: 1. Log in to LANDESK Self Service. 2. Right-click the shortcut group or item that you want to associate an icon with, then click Properties. The properties dialog appears. 3. Select the Image (BridgeIT only) that you want to associate with the shortcut in BridgeIT, then click OK. The icon is associated with the shortcut or group in BridgeIT. NOTE: There are two sets of images available on the Shortcut group properties dialog one for the shortcut group in Self Service, and one for the shortcut group in BridgeIT. Shortcut items in Self Service do not have an icon associated with them, so there is only a single Image control on the Shortcut properties dialog. NOTE: You can also select an icon for a BridgeIT shortcut group or item when you create a new one. BridgeIT dashboard migration The original tile-based dashboards in BridgeIT were replaced with more feature-rich and visually appealing dashboards for V NOTE: You still design your BridgeIT dashboards using LANDESK Self Service. For more information about designing Self Service dashboards, see the LANDESK Service Desk Web Access Administrator Guide. Your Self Service dashboards are migrated to BridgeIT dashboards as part of the database upgrade and your BridgeIT shortcuts and Link gadgets are updated to point to these new dashboards. If you create a new Self Service dashboard, a matching BridgeIT dashboard is also created. If you make a design change to a Self Service dashboard in Self Service, the migrated dashboard is also updated. NOTE: Changes to dashboards made in Personalize Mode are not migrated to the corresponding BridgeIT dashboard. The rest of this section helps you to understand how the dashboard migration works so that, if required, you can update your Self Service dashboards to improve the appearance of your migrated BridgeIT dashboards. For most implementations, however, the migration will give suitable BridgeIT dashboards without needing to make any changes to your Self Service dashboards. You can design Self Service dashboards with any number of columns, set to any required width. BridgeIT dashboards, however, are based on a 12-column grid with gadgets that can span any number of the grid columns to best match the original Self Service dashboard. A Self Service dashboard with two equal columns migrates to a BridgeIT dashboard with two columns, each of which spans six grid columns. 43

44 LANDESK SERVICE DESK NEW FEATURES GUIDE A Self Service dashboard with three equal columns migrates to a BridgeIT dashboard with three columns, each of which spans four grid columns. If a Self Service dashboard column width does not correspond to an exact number of grid columns on a BridgeIT dashboard, the width of the BridgeIT dashboard column is rounded to the nearest number of grid columns. If this results in a BridgeIT dashboard with 11 grid columns, an extra grid column is added to the right-hand dashboard column, to give the required total of 12 grid columns. For example, a Self Service dashboard with three columns set to 29%, 29%, and 42% corresponds to 3.48, 3.48, and 5.04 grid columns. This is rounded to 3, 3, and 5 grid columns, giving a total of 11. An additional grid column is allocated to the right-hand dashboard column to make 3, 3, and 6 grid columns, to give the complete 12. In Self Service, you can add gadgets that span dashboard columns. For example, you could add a row above the row in the previous example, and add a gadget that spans the two 29% dashboard columns. Although the first row looks like two columns of 58% and 42% (which would correspond to 7 and 5 grid columns), it isn't. It is still three columns of 29%, 29%, and 42%, which still corresponds to 3, 3, and 5 (+1) grid columns. This means that the gadget in the top left of the BridgeIT dashboard occupies 6 grid columns, and not 7. Currently, not all gadgets are supported for BridgeIT: only the Query, Bar chart, Pie chart, Content, and Links gadgets are supported. If a migrated dashboard includes an unsupported gadget, then that gadget does not appear in BridgeIT, and any gadgets below it in the original dashboard design move up to take its place. Query gadget The number of columns displayed in the results list for a Query gadget in BridgeIT depends on the width of the device or browser window you are using. If the query is grouped, the groups appear as tiles that include the title of the group and the number of items in the group. Clicking one of these groups displays the contents of the group as a query results list. Clicking a row opens the corresponding record, unless the Prevent launch option has been selected in Self Service. You can change the appearance of Query gadgets in BridgeIT using Report Templates. However, specifying fixed widths can affect the responsive nature of BridgeIT, so we recommend that you avoid specifying fixed widths in Report Templates used by BridgeIT. 44

45 NEW FEATURES ADDED FOR V7.8 NOTE: For information about creating Report Templates, see the LANDESK Service Desk Designer Guide. For information about using Report Templates, see the LANDESK Service Desk Web Access Administrator Guide. Column/bar chart gadget If you have a grouped query in Self Service, you can choose the option View as Bar Chart from the gadget menu. In BridgeIT, these gadgets are more accurately called Column charts. Clicking a column displays the contents of the group as a query results list, unless the Prevent launch option has been selected in Self Service. Pie chart gadget Up to six sectors are displayed in a Pie chart gadget in BridgeIT. If the corresponding query contains more than six groups, the largest five groups are displayed, with the other groups combined into a final sector called Other. Clicking the Other sector or legend displays a new Pie chart containing only its groups. To return to the original Pie chart from the Other Pie chart, click on the chart. Clicking a sector or its corresponding legend in a Pie chart displays the contents of the group as a query results list, unless the Prevent launch option has been selected in Self Service. If the Prevent launch option has been set, you can still drill down to the Other Pie chart, however. NOTE: The colors used for column charts and pie charts are automatically selected from a standard palette. The title of the pie chart is the title of the attribute that the chart is grouped by. Links gadget The Links gadget provides links that enable you to log a new instance of a process, open a query results list, or open a link to a different web page. If a Links gadget contains one link or two links, these links appear directly on the dashboard; if a Links gadget contains more than two links, clicking the Links gadget displays all of the links separately on a new page. New fields have been added to the Create Links Gadget dialog and the dialogs for the individual links on the gadget in Self Service. You can now additionally specify the Description, Color (from a predefined palette), and Image that are used in BridgeIT. Links gadget: 45

46 LANDESK SERVICE DESK NEW FEATURES GUIDE Link: 1 = Title, 2 = Description NOTE: We recommend that after upgrading to or later, that you update the Links gadgets and Links in your Self Service implementation to use these new settings. Although a number of images are provided for you to choose from, you can also add your own images to use on Link gadgets and Links by adding a shortcut in Web Access to create a new User Interface Web Image. To add an image to use on a Link gadget or Link: 1. In Web Access, right-click the shortcut bar, then click Add process or object shortcut. The Create process dialog appears. 2. Type a Shortcut title, such as New icon, and select the Add to shortcut bar? check box. 3. In the Module list, select User Interface. 4. In the Object list, select Web Image, then click OK. The shortcut is added to the shortcut bar. 5. Click the shortcut that you just created. The New Web Image window appears. 6. In the Type list, select Icon. 7. Type a unique Title for the new image, then click Browse. 8. Browse to and select the image you want to add, then click Save and close. The image is added and can be selected from the Links gadget and Link dialogs. Content gadget The Content gadget enables you to view text, including images and hyperlinks on a dashboard. If the content contains fixed widths or images that are wider than the smallest width allowed by the gadget then scroll bars appear. To get the greatest benefit from the responsive nature of BridgeIT, we recommend that you avoid specifying fixed widths in any Content gadgets used by BridgeIT. Navigation For V7.7.1, a new navigation mechanism was added to help you to identify where you are within the application and also to navigate back to earlier pages. The navigation mechanism changes depending on the size of device you are using. The styling was changed slightly for V7.8. On smaller devices, a navigation icon appears at the top of the page, next to the user profile menu. Tapping this icon displays a menu that provides context for the current page and enables you to navigate to other pages by tapping the required menu item. 46

47 NEW FEATURES ADDED FOR V7.8 On larger devices, the navigation links are always displayed under the navigation bar: Other changes for BridgeIT In V7.7.2, a Use LDMS field was added to the Edit Application dialog for BridgeIT in Configuration Center. Set this to True if you are also using BridgeIT with LANDESK Management Suite. In V7.8, some Avalanche and AOD fields were added to the Edit Application dialog for BridgeIT in Configuration Center. These are used only if you are using BridgeIT with Avalanche or Avalanche on Demand. Migrating BridgeIT to use Framework Previously, BridgeIT connected to your Service Desk system through a Web API in the Web Access application. This Web API has now moved from the Web Access application, which is specific to Service Desk, to the Framework application. As a result, from V7.8, BridgeIT connects directly to the Framework application and you need to migrate your BridgeIT applications (Fuse and Mobile Self Service) as a part of the V7.8 upgrade. NOTE: For more information about BridgeIT, Fuse, and Mobile Self Service, see LANDESK BridgeIT on page 41. When you first log on to Configuration Center after upgrading to V7.8, you are asked how you want to migrate your BridgeIT web applications. You can either create a new Framework application for each BridgeIT web application, or you can use an existing Framework application if you already have one that you would like to use. To migrate BridgeIT to connect to Framework: 1. Log on to Configuration Center. If it is the first time that you have logged on to Configuration Center since upgrading to V7.8, the Migrate Web Applications page appears. 47

48 LANDESK SERVICE DESK NEW FEATURES GUIDE 2. If you want Configuration Center to create a new Framework application for each BridgeIT web application, based on existing information from the Service Desk instance, SELECT the Create New Frameworks? check box, then click Migrate. If you want to select an existing Framework or manually create a new Framework for each BridgeIT web application, CLEAR the Create New Frameworks? check box, then click Migrate. The BridgeIT web applications are migrated. 3. If you DID NOT select the Create New Frameworks? check box, open each BridgeIT application and enter the URL to the Framework application that you want to use in the LDSD Web API URL box, then click OK. Changes to the BridgeIT Application dialog in Configuration Center As part of the changes described above, the Create Application and Edit Application dialogs for BridgeIT have changed for V7.8. The Service Desk Web Access Url box that required the URL for Web Access has been replaced with a LDSD Web API URL box that requires the URL for Framework. Also, several fields concerning using BridgeIT with Avalanche and Avalanche on Demand have been added to this dialog. For more information about these, refer to the Avalanche documentation. Changes that affect the Token only logon policy The Token only login policy is now available for Framework, Web Access and BridgeIT, and is the recommended option for Web Access and BridgeIT. This option provides single sign-on (SSO) for Web Access and BridgeIT using LANDESK Secure Token Server (STS). STS is installed as a part of the LANDESK Service Desk Server installation option. Single sign-on enables users to log in once to access a number of different applications using a single user name and password. For Service Desk using STS, this means that users can log in to BridgeIT or Web Access using their Active Directory user name and password which are typically the same credentials that they use to log on to the network. BridgeIT and Console must both connect to a Framework that has a matching Logon policy. Therefore, if you set BridgeIT to use Token only, you must also set the Framework to which it connects to use Token only. In this instance, as Console does not support Token only, you must also create a Framework that connects to the same database, but which uses a matching Logon policy to your Console implementations. NOTE: Web Access connects directly to the database itself, so you do not need a Framework with a Logon policy that matches that of Web Access. NOTE: If you are also connecting BridgeIT to LANDESK Management Suite, then you must have a Framework with the Logon policy set to Token only. NOTE: If your BridgeIT application has the Logon policy set to Explicit only, then users sign in using their Service Desk credentials; if it is set to Token only, they sign in with their network credentials. 48

49 NEW FEATURES ADDED FOR V7.8 Telephony integration with Web Desk Service Desk V7.8 adds telephony integration with Web Desk, using the same Windows application the LANDESK Telephony client as the Service Desk console uses. In previous versions, telephony integration was available only through the Service Desk console. Telephony in Web Desk provides both outgoing and incoming call handling features. The outgoing functionality enables you to dial a phone number that is displayed on a Web Desk window by clicking a toolbar button. The incoming functionality enables you to identify a caller before answering the phone. You can take a number of different actions while the phone is still ringing, such as answering the phone and raising a new incident using the caller s information, or running a specific query. NOTE: For more information about setting up and using telephony integration, see the LANDESK Service Desk Telephony Integration manual. Enabling telephony integration with Web Desk Before you can use telephony integration with Web Desk, you need to enable Web Desk for telephony, install the Telephony client on each client computer, and switch the Telephony client from Console Mode to Web Desk Mode on each client computer. To enable telephony integration with Web Desk: 1. In the LANDESK Configuration Center, open the required Instance. 2. Under Configured Applications, click Edit alongside the Web Access application. The Edit Application dialog appears. 49

50 LANDESK SERVICE DESK NEW FEATURES GUIDE 3. Under Configuration parameters, set Telephony enabled to True, then click OK. Web Desk is enabled for telephony. You now need to configure the Telephony clients to use Web Desk instead of Console. 4. Install the Telephony client on each client computer where you want to use telephony. 5. On each client computer where you want to use telephony with Web Desk, start and log in to the Telephony client from the LANDESK Service Desk program group. The Telephony client icon - running, and has a red cross alongside it - appears in the system tray. The icon is green when Service Desk is when it is not running. 6. Right-click the Telephony client icon, then point to Mode and click Web Desk. The telephony client is configured to work with Web Desk rather than Console. NOTE: You can install the Telephony client, and set it to Web Desk mode, using One Touch. For more information, see the separate One Touch documentation. IMPORTANT: The first time that the Telephony client is run on a computer, you may need to enter the Administrator credentials for the client computer. This is so that the Telephony client can register the protocols required to communicate with Web Desk. Making Web Desk shortcuts telephony aware When you have configured Web Desk and the Telephony client to work together, you need to specify which query and process shortcuts in Web Desk you want to use with the Telephony client. To make Web Desk shortcuts telephony aware: 1. In Web Desk, right-click a query or process shortcut, then click Properties. The Shortcut properties dialog appears. 2. Select the Is telephony aware? check box, then click OK. The query or process will appear in future on the What do you want to do? menu in the Telephony client. NOTE: You can also make query and process shortcuts telephony aware when you create them, and any shortcuts in Console that are telephony aware are now also telephony aware in Web Desk. Making telephone calls using Web Desk When you have enabled Web Desk for telephony, a new toolbar item Make Call appears. To make a telephone call using Web Desk: 1. Click in a field that contains a telephone number. The telephone number appears in the Make Call toolbar. NOTE: Alternatively, you can enter a telephone number in the Make Call toolbar manually. 2. Click the on the right of the Make Call toolbar. The Make Call dialog appears, and the number is dialed. 50

51 NEW FEATURES ADDED FOR V7.8 Adding multiple attachments to an object Service Desk 7.8 enables you to add multiple attachments to an object (such as a reminder) using Web Access. A new Attachment Type of Multiple Attachments was added as part of the 7.8 upgrade to enable this. NOTE: This functionality is not available from the Service Desk console or BridgeIT. To configure multiple attachments for Web Access: 1. In Object Designer, open the required object and in the Actions list, click New Attribute. A new attribute is added. 2. In the Properties grid, type a Title for the new attribute and set the Data Type to Attachment. A new property, Attachment Type, appears. 3. Set the Attachment Type to Multiple Attachments and click. 4. In Window Manager, open the Web Access window for the object you just updated and add the new attribute to the window design. When you have completed the configuration, users can add, view, and delete multiple attachments using Web Desk and Self Service. To use multiple attachments: 1. In Web Desk or Self Service, open the window you configured above. 2. Click Browse on the Multiple Attachment control that you added to the window. The File Upload window appears. 3. Browse for the file that you want to attach to the record, then click Open. NOTE: You can select several items at the same time by holding CTRL while you click, or a range of items by holding SHIFT while you click. This functionality is not supported by versions of Internet Explorer before V10. The item(s) you selected appear beneath the Browse button. 4. Click Save. The record is saved, and the attachments change to hyperlinks. After you have saved the record, you can view the attachments by clicking them, delete them by clicking to the right of the attachment, or add more attachments using the Browse button. NOTE: If you have configured this functionality on a Reminder, any s that are sent will include all of the attachments on the Reminder. For more information, see the LANDESK Service Desk Administrator Guide. NOTE: Using this control in the Service Desk console, you can add only one attachment, cannot remove attachments, and can view only the first attachment. Value Types on Attachment fields on Reminders Related to the new multi attachments functionality described above, you can now specify Value Types for Attachment fields on Reminders in Process Designer. This enables you to attachments automatically as part of a process. An Add Reminder automatic action is often added after a manual action such as Add Note in a process design, as a method for automatically sending s as part of the process. (For example, see the Rich Incident process supplied in the default database, which is described in the Prebuilt Content Guide.) The procedure below describes how to extend a process such as the supplied Rich Incident process to enable the automatic ing of attachments that are added to a note. 51

52 LANDESK SERVICE DESK NEW FEATURES GUIDE NOTE: For information about setting up integration, see the LANDESK Service Desk Administrator Guide. For more information about using the Service Desk Designers, see the LANDESK Service Desk Designer Guide. To extend the Rich Incident process to handle the automatic ing of attachments: 1. Using Object Designer, add a new attribute with the Data Type set to Attachment and the Attachment Type set to Multiple Attachments to both the Note and the Reminder objects under Incident Management. 2. Using Window Manager, add the new Attachments attribute to both the Note and Reminder windows. 3. In Process Designer, open the required process in this example, open the Incident Management\Rich Incident process. 4. Double-click the Add Reminder automatic action that follows one of the Add Note actions. The Add Reminder window appears. 5. Right-click the Attachments control, then click Value Type on the shortcut menu. The Control Value Selection dialog appears. This dialog enables you to specify a value to populate this field with that is determined at runtime. In this instance, we want to populate the field with the contents of the Attachments attribute that were specified on the Note window. 6. Select the Specify a runtime value for control option button. The tree at the bottom of the dialog becomes available. We want to use the value of the Attachments field on the Notes collection for the Incident. 7. In the tree at the bottom of the dialog, expand the Incident branch, then the Notes[] branch, and select the check box alongside Attachments, then click OK. {Incident/Notes/_Attachments} appears in the Attachments field. Now when a Note is added to the Incident, a Reminder is automatically created that includes the value of the Attachments attribute from the Note in the Attachments attribute on the Reminder. 52

53 NEW FEATURES ADDED FOR V7.8 Scheduling data import The schedule dialog in the Data Import component in the Service Desk console has been enhanced for V7.8 to give you more control. You can now specify that the data import is Continuous (a new import starts immediately after the previous import finishes), Per minute, Hourly, Daily, or Weekly. Further configuration options are available for the Hourly, Daily, and Weekly options. NOTE: Your existing data import schedules are migrated to the new format during the V7.8 upgrade. Enhancements to Event Manager This section describes improvements made to Event Manager for V7.8. You can find out about: processing events that perform attach or detach actions using more parameters for Network Events using Send commands for Integration Events new Event Manager web service methods 53

54 LANDESK SERVICE DESK NEW FEATURES GUIDE Processing events that perform attach or detach actions Event Manager can now process events that attach or detach other processes to the current process (for example, adding a Child Incident to the current Incident). When you create the mapping for this type of event, the Target is the linking object between the two process objects. This contains two Reference Numbers one for the process that the action is being performed on, and one for the process that is being attached or detached. You need to map to only one of these Reference Numbers to identify the process that you are attaching or detaching; Event Manager already knows what the current process is. For example, with an event that performs an Add Child Incident action, you need to map the Source parameter that contains the Reference Number for the Child Incident to the Child.Reference Number in the Target. Using more parameters for Network Events Previously, whereas you could map 20 parameters for Integration Events, you could map only three parameters for Network Events. From V7.8, you can also map 20 parameters for Network Events. The Event logging executables PostEvent.exe and SendEvent.exe that are provided with Service Desk, and the PostMessage.aspx URL, can now handle the 20 numbered parameters. Using Send commands for Integration Events Event Manager provides two modes of operation: a synchronous Send event that processes the event when it is received, and an asynchronous Post event that is queued until the Event Service next polls. The method that is used is defined by which Event Manager web service method you call from your third party application. NOTE: For more information about Event Manager concepts, see the Service Desk Event Manager documentation. 54

55 NEW FEATURES ADDED FOR V7.8 Previously, the Send event was not available for Integration Events. From V7.8, you can use a Send event with Integration sources as well as Network sources. New Event Manager web service methods To provide this new functionality, three new Event Manager web service methods have been added: PostEventExtended SendEventExtended SendIntegrationEvent For backwards-compatibility, the existing methods have been retained unchanged. NOTE: For technical information about the Event Manager web service methods, see on your Service Desk system. Help Center From V7.8, no user assistance is installed as part of the Service Desk installation. Instead, the help links within the product suite display the LANDESK Service Desk Help Center, which is hosted in the cloud and is updated more frequently than the usual quarterly releases. The Service Desk Help Center provides you with access to all of the LANDESK Service Desk documentation. The Contents tab on the left lists the documentation in separate folders for different audiences, and the Index tab provides a keyword index. The Search field at the top enables you to search the entire contents of the Service Desk Help Center. You can use a drop-down list at the top of the document area to display the current page in a different language. Changes to Schedule Management The following changes have been made to the Schedule Management functionality in Web Access. NOTE: For more information about Schedule Management, see the LANDESK Service Desk Web Access Administrator Guide. Adding items to the Calendar gadget Since 7.7.2, you can add all items of a particular type to a Calendar gadget at the same time using the Create Calendar Gadget dialog or the corresponding Modify dialog. Since 7.7.3, you can also specify the Color for the item's appointments on the calendar gadget. This helps you to differentiate between appointments for different objects on the same calendar. To add all items of a particular type to a Calendar gadget: 1. On an existing dashboard, click in the Calendar gadget's title bar, then click Configure. The Modify dialog appears. NOTE: Alternatively, add a new Calendar gadget to a dashboard and continue the procedure below using the Create Calendar Gadget dialog. 2. In the Select Schedulable Object Type list, select the type of object that you want to add to the Calendar gadget. For example, Workstation. 55

56 LANDESK SERVICE DESK NEW FEATURES GUIDE 3. In the Select Schedulable Object list, select the All... option. For example, All Workstation. Alternatively, select individual items from the list. The selected items are added below the control, enabling you to select additional instances. To remove selected instances, hold the mouse over the value you no longer require, then click to the value. 4. Complete the rest of the dialog as previously, then click OK. The Calendar gadget updates. IMPORTANT: Previously, if you had selected more than one Schedulable Object, you could display the calendar as a Timeline only. From 7.7.2, you can choose any type of calendar display even if you have added many items to the calendar. Create and Update users omitted from Schedule calendars When you use the Schedule action in a process, a calendar appears with rows for all of the schedulable objects associated with the process. From 7.7.3, rows for the Create and Update users no longer appear in the calendar unless they are otherwise associated with the process. (For example, if the Create User is also the Current Assigned Analyst, then they will still appear on the calendar.) Moving appointments on a Calendar gadget If you have the appropriate privileges, you can drag appointments that appear on a Calendar gadget to move them to a different time. You need to have the Create, Read, Update, and Delete privilege for the appropriate Appointment object under Non-Process Related Objects. For example, to move an appointment for a Laptop, you need these privileges set for Modules\Configuration Management\Non-Process Related Objects\Laptop Appointment. next This privilege enables analysts to move appointments that they have created themselves. You can also enable analysts to move appointments created by other users. A new attribute, Can Modify Appointments, was added to the System\User Group object as part of the database upgrade. You can add this attribute as a check box to the System\User Group window using Window Manager, which then enables you to modify all appointments as part of a user's group membership. To enable analysts to modify appointments created by other users: 1. Use Window Manager to add the Can Modify Appointments attribute as a check box on the System\User Group window. 2. In the Administration component, display the User Management tree, and expand the Users\Analyst branch. 3. Expand the branch for the appropriate analyst and expand the Groups branch. 56

57 NEW FEATURES ADDED FOR V Under the Groups branch, select the group that you want to enable the analyst to update appointments from, then in the Actions list, click Modify User Group. The User Group window appears. 5. Select the Can Modify Appointments check box, then click OK. When the analyst's current group is set to the group selected above in Web Desk, they can move appointments created by other users. 6. Repeat this procedure for other analysts as required. Sending invitations to appointment recipients When an object is made schedulable (or when a schedulable object is upgraded to 7.7.2), a Recipients collection is added to the object's Appointment object. For example, if you add the Schedulable behavior to the Laptop object, then a Laptop Appointment object is created, which includes a Recipients collection. This enables you to send invitations to people for schedule management appointments that they can add to their external calendars. NOTE: You need to run the Mail Manager Outbound Service in Configuration Center for Service Desk to send the invitations. To add recipients to schedule management appointments: 1. In Web Desk, double-click an appointment on a calendar (either on an object's window, or on a Calendar gadget). The Appointment window appears. 57

58 LANDESK SERVICE DESK NEW FEATURES GUIDE 2. In the Actions list, click Add Recipients. The New Recipient window appears. 3. In the Recipient Type list, select User, Group, Role, or Other address, then in the next list select the required value or, for Other address, type the address. 4. Click Add. The recipient is added to the Notification Recipients list. 5. Add other recipients as required, then click OK. Now when an appointment is created, updated, or canceled, the recipients are sent the appropriate appointment updates. Adding recipients to appointments as part of process During the upgrade, User, Group, and Role attributes were added to the Appointment object. You can add these fields to the Appointment window, which will then add these recipients to the Appointment as part of a process for a schedulable object. You can populate these fields automatically using value types, calculations, or placeholders to populate the user, group, or role fields as part of a process design. The example below describes how to create a Task on an Incident that automatically creates appointments for a user, group, or role. To create an appointment task: 1. In Object Designer, open the Incident Management\Task Incident object. 2. In the Properties grid, alongside Behaviors, click. The Behavior Selection dialog appears. 3. Add the Schedulable behavior, then save the changes. A Task Incident Appointment object is created and an Appointments collection is added to Task Incident. 4. In Window Manager, create a window for Task Incident Appointment, including the Title, Start Datetime, End Datetime, and the User, Group, and Role relationships. 5. In the Actions list, click Make available in Web Access. 58

59 NEW FEATURES ADDED FOR V In Process Designer, create a new Task Incident process called Appointment: NOTE: The Is Open? decision in this Task process is always true, and so the process always proceeds. It is required because you cannot have an automatic action directly after a status. 7. Double-click the Add Appointment automatic action. The Task Incident Appointment window that you designed earlier appears. 8. Complete the Task Incident Appointment window as required, using specific values, Value Types, or Calculations, then click OK. 9. Save and activate the Appointment process. 10. Add an Add Task action as required to the Incident process you want to use. 11. Select this Add Task action in the process design window, then display the Process Designer Properties grid. 12. Alongside Default Process, select the Appointment task process that you created above, and change the Title to Add Appointment. 13. Save and activate the process. When you use the Add Appointment task at runtime, appointments will be created automatically. Calendar control dates The calendar control dates and times are now in the correct culture format as specified in the web.config of the Web Access application. Managing web sites from Configuration Center In addition to managing your LANDESK product instances, since you can use Configuration Center to manage the web sites that host these instances. You can create new web sites and, when you create an instance in Configuration Center, choose which web site to associate it with. You cannot change the web site that an instance is associated with after you have created the instance. Any changes you make to a web site in Microsoft Internet Information Services (IIS) are reflected in the web site in Configuration Center. To create a new web site: 1. Log on to Configuration Center, then on the Configuration Center toolbar, click Web Sites. The Current Web Sites page appears. 2. Click Create Web Site. The Create Web Site dialog appears. This dialog includes all of the fields you would use in Microsoft Internet Information Services Manager to create a web site. 3. Complete the fields as required, then click OK. The new web site is created. You can choose this web site when you create a new instance. 59

60 LANDESK SERVICE DESK NEW FEATURES GUIDE IMPORTANT: For information about the fields on the Create Web Site dialog, and for more information about creating web sites, see the documentation provided with Microsoft IIS. NOTE: By default, the Port is set to 80, which is the port for the Default Web Site. You either need to specify a different Port, or leave the Port set to 80 and specify a Host name. We recommend the latter. NOTE: From the Current Web Sites page, you can also start, stop, restart, and delete web sites. Deleting a web site from Configuration Center also deletes it from IIS. You cannot delete the Default Web Site. NOTE: The names for web applications must be unique across all instances and web sites. Confirming the creation, modification or deletion of records A new behavior called Confirmation is available in Object Designer. After you add this behavior to an object, users are asked to re-enter their password whenever they create, modify, or delete an instance of the object in either Web Access, Mobile Web Desk, or BridgeIT. You can specify whether the user has to enter their password when the object's window appears or when they save the changes they made. NOTE: This new behavior is added to Service Desk when you upgrade your database to To add the Confirmation behavior to an object: 1. In Object Designer, open the required object. 2. Select the object name at the top of the Attributes tree, then in the Properties grid, click alongside Behaviors. The Behavior Selection dialog appears. 3. In the Available Items list, select Confirmation, then click. Confirmation moves to the Selected Items list. 4. Click OK. A new property, Confirmation Option, appears in the property grid. 5. In the Properties grid, alongside Confirmation Option, select On Launch if you want the user to enter their password when the window appears, or On Save if you want the user to enter their password when they save the changes they have made. 6. Click to save the changes to the object. Whenever a user of Web Access, Mobile Web Desk, or BridgeIT creates, modifies, or deletes an instance of the object, they are now asked to re-enter their password before the operation completes. NOTE: This behavior is included if you design transfer an object. Restoring Soft Deleted items When you create a business object, you can specify its Deletion Type. If you set the Deletion Type to Soft deletion, then when you delete a record it is not actually deleted from the database, but has its Is Deleted attribute set to True. The record then no longer appears in lists, and can no longer be selected by users of Service Desk, but references to it still remain. This can be particularly useful for user records, for instance: if a user leaves the organization, their record is soft deleted, so that they can no longer be selected, but existing references to them remain. From 7.7.3, you can restore records that have been soft deleted by right-clicking them in a query that shows soft deleted records, then clicking Restore. 60

61 NEW FEATURES ADDED FOR V7.8 To restore soft deleted records: 1. Using Query and Report Designer in console, create a query for the object that you want to restore records for. NOTE: Adding the Is Deleted attribute to the Selected Attributes list will help you to identify which records have been soft deleted. 2. On the General page for the query, select the Include soft deleted records check box, then save the query. 3. Run the query. 4. Right-click a soft deleted record in the query results list, then click Restore. The Is Deleted attribute for the record is set to False, and the record can be accessed again in lists. NOTE: You can also choose to Restore All. 61

62 LANDESK SERVICE DESK NEW FEATURES GUIDE Desktop Management improvements Improvements were made to the integration with desktop management tools for V7.7.2: Integration with SCCM 2012 R2 LDMS HTML5 Remote Control Linking to external applications from within Web Desk Creating the registration information You need to create some registration information on each of the workstations from which you want to use the integration between Web Desk and SCCM 2012, or from which you want to use any links between Web Desk and external applications. A batch file is provided to help with this. CAUTION: Running this batch file adds a new browser protocol to the workstation. Before running the batch file, make sure you have considered the security implications and are happy with them. To create the registration information: 1. Copy the file \Program Files (x86)\landesk\service Desk\WebApp\WebAccess\Content\RegisterWebLaunch.bat from the Service Desk server to ALL of the workstations from which you want to run the SCCM features, or from which you want to use any links between Web Desk and external applications 2. Run RegisterWebLaunch.bat on each of these workstations. Microsoft SCCM 2007 R3 and 2012 R2 Service Desk V7.7.2 added support for integration with Microsoft SCCM 2012 R2. This is in addition to the existing support for Microsoft SCCM 2007 R3. This section describes the additional steps for setting up and configuring this functionality for SCCM 2012 R2. To configure integration with SCCM 2012 R2: 1. Install the SCCM Console onto the analyst workstations that are going to use the integration with SCCM. 2. If you want to use SCCM from Web Desk, create the registration information that is used to launch the SCCM applications as described above. NOTE: For more detailed descriptions of the following steps, see the LANDESK Service Desk Desktop Manager Guide. 3. Use the Desktop Manager component to set the required Parameters so that the default SCCM connection connects to your Microsoft SCCM database. NOTE: These settings are different for SCCM 2007 and SCCM Make sure you set the parameters for the appropriate version. 4. Specify the unique identifier for SCCM using the New Business Object action in Desktop Manager. This is where you specify which Service Desk attribute you will map to the Host Name attribute in SCCM (Or to the Resource ID attribute in SCCM 2007.) 5. Use the Data Connections component to create a Generic Data Source connection to your SCCM database. 6. Use the Data Import component to create a scheduled import from your SCCM connection. Map the SCCM Name attribute to the Service Desk Title attribute, and map the SCCM Host Name to the unique identifier you previously specified in Desktop Manager. 62

63 NEW FEATURES ADDED FOR V7.8 When you have imported the computers from SCCM and completed the other configuration steps above, right-clicking a computer record in Service Desk displays a Microsoft SCCM menu. This menu provides access to SCCM Configuration Manager Console, SCCM Remote Control, and SCCM Resource Explorer. LDMS HTML5 Remote Control Integration with the LANDESK Management Suite HTML5 Remote Control client was made available from Web Desk in 7.7.2, in addition to the Windows client Remote Control application. Web Desk first tries to use the HTML5 client, but if this is unsuccessful (for example, if the agent does not support HTML5 remote control, or if the browser being used is unsupported for HTML5 remote control), then the legacy Windows client remote control application is used. Linking to external applications from within Web Desk Since 7.7.2, any External Connections that you have configured using Desktop Manager are available from the Actions list in Web Desk as well as from a right-click menu in the Service Desk console. For example, if you have configured a right-click menu on your Incident window that searches the internet to find any matching articles to the Title of your Incident, then this menu item is also available from the Actions list in Web Desk. IMPORTANT: You need to create the registration information that is used to launch the SCCM applications, as described earlier. NOTE: For more information about linking to external applications from within Web Desk, see the LANDESK Service Desk Desktop Manager Guide. NOTE: If the Prefix or Postfix values include spaces, use double quotes " " at the start and end of the value to ensure that the value is interpreted correctly. Adding the LDMS database schema as a Service Desk module You can now add a connection to your LDMS database schema so that it appears as a module in Service Desk. This then enables you to create queries in Service Desk that refer to your LDMS database. To add the LDMS database schema as a Service Desk module: 1. In the LANDESK Configuration Center, open the required Service Desk instance. 2. In the Configured Applications group, alongside Service Desk Framework, click Edit. The Edit Application dialog appears. 3. At the top right of the Service Desk database connection details group, click. The group updates to show the LDMS connection details. 4. Complete the connection details for your LDMS database, then click OK. The Edit Application dialog closes. 5. In the Configured Applications group, alongside Service Desk Framework, click Upgrade. The Upgrade Details dialog appears. 6. Click Upgrade. The database is upgraded, and a Management Suite module is added to the Service Desk database. You can now create queries in Service Desk against this new module. NOTE: You cannot update LDMS data from within Service Desk. 63

64 LANDESK SERVICE DESK NEW FEATURES GUIDE Updates for multilingual systems Service Desk enables you to add translations for actions and statuses in Process Designer, for labels on window designs, and titles in queries. By associating users with their specific cultures, much of the designable user interface in Service Desk can then appear in the user's preferred language. NOTE: For more information about creating a multilingual Service Desk, see the LANDESK Service Desk Designer Guide. Service Desk extended this ability by also displaying the Web Access or BridgeIT application interface in the culture of the current user, provided that their culture is one of the cultures that Service Desk is localized into: de-de, en-gb, en-us, es-es, fr-fr, it-it, ja-jp, pl-pl, pt-br, ru-ru, or zh-cn. NOTE: From V7.8.3, hr-hr is added to the list of supported languages. NOTE: This functionality is not available for the Service Desk console. The application interface language is determined as follows: 1. If a user's culture is set to one of the supported cultures, then Service Desk appears in that language. 2. If a user's culture is not specified, or is set to a culture that is not supported, then Service Desk appears in the language of the user's browser or mobile device if that is a supported language. 3. If neither the user's culture nor the browser/device language are supported, then Service Desk appears in the language specified during the installation. For example, a Danish analyst using a Danish browser on a German Service Desk would see process windows in Danish and the Service Desk application interface in German because Danish is not a supported language. 64

65 NEW FEATURES ADDED FOR V7.8 If this analyst's preferred second language was English, they could change their browser language to English, and then they would see process windows in Danish and the Service Desk application interface in English. NOTE: The Sign In page appears in the language of the user's browser, because at that point the user's identity is not known. 65

66 LANDESK SERVICE DESK NEW FEATURES GUIDE Linking to Web Services V7.7.1 introduced the ability to use functions provided by external web services in Service Desk by enabling you to add a Web Service behavior to an object using Object Designer. A call can be made to any standard SOAP web service method when an object instance is created, updated, or deleted. You can map the input and output parameters used by a web service method to the appropriate Service Desk attributes. To add the Web Service behavior to an object: 1. Open the object that you want to use the web service with in Object Designer. 2. Create the string attributes that you need to map to the parameters in the web service. 3. Select the object at the top of the Attributes tree, then in the Properties grid, click alongside Behaviors. The Behavior Selection dialog appears. 4. Select Web Service in the Available Items list, then click. Web Service moves to the Selected Items list. 5. Click OK. The Behavior Selection dialog closes, and a new item, Web Services, appears in the Property grid. 66

67 NEW FEATURES ADDED FOR V In the Properties grid, click alongside Web Services. The Web Services dialog appears. 7. Select the Creation, Update, or Deletion tab depending on whether you want to call the web service when you create, update, or delete an instance of the business object. 8. In the Authentication Type list, select the type of authentication required by the Web Site that is hosting the web service: None, Windows, or Basic. 9. Type the URL to the web service that you want to use in the Web Service Address box, then click Go. The Methods list updates to show the methods contained in the selected web service. NOTE: You must select the correct Authentication Type before clicking Go. 10. In the Methods list, select the method that you want to use. The Parameters list updates to show the parameters that the method uses. You now need to map these parameters to the appropriate attributes. 11. Drag each of the Parameters that you want to use onto the appropriate Service Desk Business Attributes, then click OK. 12. Save the changes to the business object. Three new attributes are automatically added to the object to store the web service creation, update, and deletion status. These attributes record the returned values of the web service and are useful for capturing any error messages that are returned. 67

68 LANDESK SERVICE DESK NEW FEATURES GUIDE Linking to LANDESK Process Manager using a web service You can use the new web service behavior described above to call a LANDESK Process Manager (LPM) web service listener. This provides a more efficient way for Service Desk to communicate with LPM. You must first create a web service listener in LPM and, as part of creating the listener, you must provide an XML file to define the payload. An example payload XML file (LPMWSSample.xml) is installed in the Console folder of your Service Desk installation, which you can modify if required. You load this same XML file in the Web Services dialog in Service Desk and map Service Desk attributes to the payload attributes as described below. To map Service Desk attributes to LPM payload parameters: 1. Create an LPM web service listener using LPMWSSample.xml. NOTE: See the LPM documentation for information on how to do this. 2. Add the Web Service behavior to the required object, and then set the Web Service Address to the LPM web service for your system, using the appropriate Authentication Type. NOTE: See Linking to Web Services on page 66 for details. 3. Click Go. The Methods list updates to show the method contained in WebServiceListener. 4. In the Methods list, click ProcessExternalMessage under WebServiceListener. The Parameters list updates to show the ProcessExternalMessage parameters. 5. Map the connectorname parameter to the Service Desk attribute that contains the name of the web service listener that you want to use in LPM. You can either populate this attribute automatically in Service Desk using a default value, calculation, or an automatic action instance data value, or your users will need to enter this value on the corresponding Service Desk window. 6. Right-click the fieldcontext parameter, then click Load LPM Template on the shortcut menu. The Open dialog appears. 68

69 NEW FEATURES ADDED FOR V Browse to, then open LPMWSSample.xml from the Console folder. The field contexts for the LPM parameters are loaded. 8. Map as many of the items under fieldcontext that are named parameter## to Service Desk attributes as you need, then click OK and save the changes to the Service Desk object. The parameter values that you map are those that are sent to LPM, and which are then used in LPM as part of your LPM process. For more information about designing processes in LPM, see the documentation supplied with LPM. NOTE: You cannot map ModuleName, ModuleGuid, ClassName, ClassGuid, ObjectGuid, or ProcessGuid from the Parameters list these are used internally. NOTE: You can map the top-level fieldcontext parameter to a Service Desk attribute. This parameter contains the xml payload that is generated from all of the field contexts that you map, and which is then sent to LPM. You might find this useful for debugging. NOTE: The ReturnParameter returns True or False, depending on whether or not the communication to LPM is successful. Web service diagnostic logging A new category for diagnostic logging has been added to the Framework and Web Access applications in Configuration Center: Web Service for a web service linked to a business object, this logging category logs the web service URL called, the parameters passed to the web service, the return values and return status from the web service, the time to execute the web service, and the authentication parameters passed to the web service. 69