Administrator Guide. LANDesk Service Desk Suite

Transcription

1 Administrator Guide LANDesk Service Desk Suite

2 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE This document contains information that is the proprietary and confidential property of LANDesk Software, Inc. and/or its affiliated companies ("LANDesk"). This document and its contents may not be disclosed or copied without the prior written consent of LANDesk. Nothing in this document constitutes a guaranty, warranty, or license, express or implied. LANDesk disclaims all liability for all such guaranties, warranties, and licenses, including but not limited to: fitness for a particular purpose; merchantability; noninfringement of intellectual property or other rights of any third party or of LANDesk; indemnity; and all others. LANDesk products are not intended for use in medical, life saving, or life sustaining applications. The reader is advised that third parties can have intellectual property rights that can be relevant to this document and the technologies discussed herein, and is advised to seek the advice of competent legal counsel, without obligation of LANDesk. 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. Copyright 2011, 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\004 Issue 1.0 2

3 Contents Contents 3 About this manual 5 Documentation 5 Conventions 5 Keyboard access 6 User Management 7 Introduction 8 Determining which user and group types you should use 10 Users 14 Groups 21 Customers 24 Roles 25 Data partitioning 30 Privileges 35 Linking groups and roles with users 44 Linking many users to groups or roles at one time 47 User structures 49 Publishing shortcut groups to users, roles and groups 50 User related attributes 52 Making attributes of a user versionable 52 Service Level Management 55 What is Service Level Management? 56 Defining your support hours 57 Time zones 58 Response levels 62 Agreement rules 72 Response agreements 74 Operational level agreements 77 Underpinning Contracts 77 Importing and exporting agreement rules 78 Service Level Management settings 81 Categories and lists 83 What are categories? 84 Setting up categories and sub-categories 85 Reference lists 90 Ordered lists: severities, urgencies and priorities 91 LANDesk Service Desk Mail 93 Inbound and outbound 94 Mapping message attributes to business object attributes 95 Configuring a mail box for each mapping 98 Inbound Action Settings 99 Inbound user settings 103 Setting up Mail for outbound 104 Configuring Mail to include CC recipients in replies and notifications 106 Sending a report with assignments and reminders 109 Using Mail 110 Crystal Reports 113 Crystal Reports and Service Desk 114 Adding a Crystal Report to the shortcut bar 115 Additional Crystal Reports User Function Libraries 118 System and Personal Settings 121 The Settings menu 122

4 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE Definition of system settings 122 Personal settings 128 CTRL+N 129 Address Management 130 Word Integration 133 Generating documents from your processes 134 Data connections 137 Connections 138 Creating a new connection 138 Connection types 139 Connector limitations 143 Data Import 145 Importing data from an existing data source 146 Appendix: Diagnostic logging 155 Configuring diagnostic logging 156 Log files 156 Logging categories 157 Trace levels 157 Index 159 4

5 About this manual Documentation The LANDesk Service Desk Suite Administrator Guide is a reference manual for all system administrators of the LANDesk Service Desk Suite. This manual is designed for use in conjunction with the Service Desk software and online help system. This manual describes how to administer LANDesk Service Desk Console. Configuration LANDesk Service Desk Suite is highly configurable: you can change the data, the layout of the windows that your application uses for entering and displaying information, and even the workflow of the processes. This guide describes how to change the design of your system, and any examples given are only representative of configured systems your own requirements may differ widely. Before you begin The LANDesk Service Desk Suite is set up by either your system supervisor or an IT support engineer. Conventions This manual contains certain conventions and special symbols that are used throughout. Keyboard Information you enter using the keyboard is shown as Type or Enter followed by an example in bold text, for example: Type ABC-123. Place holders that you must replace with your own text are shown italicised, for example User Name. Keys you press for special functions are shown in capitals, for example SHIFT. When two function keys are pressed at the same time, for example both the CTRL key and the ALT key are pressed, this is shown as CTRL + ALT. Mouse actions Mouse actions are described as follows: Click, where the left mouse button is used Right-click, where the right mouse button is used Point, where the cursor pointer is moved using the mouse Select, where the left mouse button is used to make a selection in a box Drag, where the left mouse button is pressed and held while the mouse is moved Screen Images Screen images have been taken from Service Desk itself. They are provided to help you recognise the part of Service Desk you are using. Because your system has been set up specifically for your organisation, the screen details you see may differ, particularly in the examples shown.

6 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE Keyboard access In the Service Desk Console, you can use the keyboard to navigate your way around the user interface. There are a number of shortcuts that we have created for frequently used tasks. Keystroke ENTER SPACEBAR F5 F6 SHIFT+F6 F7 F8 Arrow Keys F8 F7 CTRL+1, CTRL+2, etc CTRL+SHIFT+L ALT+Down Arrow ALT+Up Arrow TAB Description If you are viewing Query Results anywhere within the application, pressing ENTER opens the selected item. This could be on a dashboard, a Query Results View, or a tab and so on. If you are viewing Query Results anywhere within the application, pressing the Spacebar opens the selected item. This could be on a dashboard, a Query Results View, or a tab and so on. Refreshes a query results list. Moves you around the workspace in a clockwise direction. Moves you around the workspace in an anticlockwise direction. Changes focus to the Shortcut bar. Changes focus to the Query Results panel. If the window that you are working on has collection tabs, when you are on the tabs, you can use the arrow keys to navigate between the tabs. Changes focus to the Actions list. Changes focus to the Shortcut bar. Moves the focus to the correspondingly ordered group in the Shortcut bar. Takes you to the lookup boxes on the toolbar. When focus is on a drop down list, you can press ALT+Down arrow to expand the list. Pressing it again, contracts the list. Similarly, ALT+Up Arrow, contracts the list, and pressing it again, expands the list. Moves between fields on a window; moves between items in a collection tab; selects the highlighted item in a drop down list. 6

7 User Management This chapter covers the processes involved in setting up and maintaining who uses LANDesk Service Desk, and who is supported through it. You can find out about: Determining which user and group types you should use on page 10 Users on page 14 Groups on page 21 Customers on page 24 Roles on page 25 Data partitioning on page 30 Privileges on page 35 Linking groups and roles with users on page 44 User structures on page 49 Publishing shortcut groups to users, roles and groups on page 50 User related attributes on page 52 Making attributes of a user versionable on page 52

8 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE Introduction The following section describes the components of user management. Licensing Until a license key is applied to your Service Desk system, only the System Administrator (SA) user can log in to Service Desk. When a license key has been applied, analysts can log in to all Service Desk applications (if they have the appropriate privileges), and all other user types can log in to LANDesk Self Service. Analysts need a license before they can log in. All other user types can log in without using a license. There are two license types available: Fixed analysts with a fixed license are guaranteed a license for Service Desk, because the license is associated with their user account Concurrent analysts who do not have a fixed license log in using a pool of concurrent licenses, and can therefore log in only if there is an unused concurrent license available NOTE: For information about applying a license key, see the LANDesk Service Desk Suite Setup Guide. NOTE: For information about allocating licenses to users, see Managing the user license allocation on page 16. User types There are different types of user account in Service Desk. Analysts are the only type of user that can log in to the Service Desk console, Web Desk, and Mobile Web Desk. However, you may want other users to have some access to the information within Service Desk. For this reason, there are other types of user account that can log in to LANDesk Self Service only. The different types of user account are: Account Manager Internal users with relationships to customers and their contacts. Analyst Internal users involved in progressing a process, for example, an Incident. Contact External users belonging to either a customer or supplier. End-user Internal users, who receive support. System For application services such as Mail Manager. System User accounts cannot be used to log in to a Service Desk application, but enable you to identify when an action was performed by a particular Service Desk service. NOTE: For information about creating users, see Users on page 14. Group types You can create groups to arrange the users according to job function, expertise, or other similar function. Users don t have to be a member of a group at all, but it is good practice to make them a member of one or more groups, as users themselves do not have any privileges. Groups have privileges which enable their members to be able to have access to different areas of Service Desk, and to be able to do different things. For example, you could have different groups for processing incidents and changes. You may give the Incidents group the privilege to log and resolve incidents with no access to changes, whereas you may want the Changes group to have read-only access to incidents. Within Service Desk, there are four group types: Support Group which is an internal group, and Company, Customer and Supplier which are all external groups. NOTE: For information about creating groups, see Groups on page 21. 8

9 USER MANAGEMENT Roles You can also assign roles to users, which indicate their responsibility in the system. Users don t have to be assigned a role, they could just be assigned to a group, as both groups and roles have privileges associated with them. However, it is good practice to give a user one or more roles. For example, a user in the Incidents group may have access to log and resolve incidents, but only a user with a Supervisor role may have access to close incidents. You can place users in groups without assigning them a particular role. You can also assign roles to users who do not belong to a specific group. NOTE: For information about roles, see Roles on page 25. Privileges You can assign privileges to groups and roles. Privileges enable you to control a group or role s access to different sections of Service Desk and the functions they can perform within each section. Users are given privileges only when they are added to a group or are given a role. NOTE: For information about privileges, see Privileges on page 35. User structures You can create organisation structure diagrams within Service Desk and add users to groups, roles to users, and link users and groups together to represent your organisation's structure. NOTE: For information about creating user structures, see User structures on page 49. Using Service Level Management with groups The most fundamental aspect of a service level agreement is that it represents an agreement (or contract) between the service provider (you) and the client, which defines the service to be provided, and the level (or quality) of service that will be delivered. Groups can have many agreements set up. Customers use Response Agreements (RAs), Suppliers use Underpinning Contracts (UCs) and Support Groups have Operational Level Agreements (OLAs). NOTE: For information about Service Level Management and applying agreements to your groups, see Service Level Management on page 55. 9

10 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE Determining which user and group types you should use You can use Service Desk to provide support to all of your customers. You may choose to limit the usage for employees of your company only typical of an IT support environment, whereby a specific set of people provide IT support for all of your employees. This is known as Internal Support. You may also support customers those people using your product or service. This is known as External Support. To fully understand the model that you wish to follow, read the Internal Support Scenario and External Support Scenario sections in this chapter. NOTE: You may choose to support both internal and external users. Within Service Desk, you are not restricted to using one way or the other. You can support both. Internal Support Scenario The following illustration represents the user structure for an internal support scenario. The parent company is LANDesk. You would create this on the User Management tree under the Company node. Your company is divided into departments: Accounts, Development, Sales. You create these under the Customer node. Internal Support (ITS) is a group that provides support, so this would be a Support Group. You link these groups together in a number of ways, using either User Structures or the User Management tree. You start with the parent company, then link the Accounts, Development, Sales and ITS to the Anyco company. 10

11 USER MANAGEMENT The next stage in the internal support scenario, is to link end users to the required customer groups, and to link analysts to the required support groups. In this scenario, each analyst of the ITS support group is responsible for providing support to one or more departments. You link those groups (departments) to specific analysts. You also have external suppliers, who also provide support to your company. These suppliers will have contacts. To summarise, if you are using Service Desk in an internal support scenario, the user types that you would use typically are Analysts, End Users and Contacts. The group types you would use would be Company, Customer, Support Group and Supplier. External Support Scenario To provide external support, you will use account managers, analysts and contacts. The groups you will use are support group and customer (and perhaps supplier). Account managers will be linked to customers as they are typically the main contact within your organisation. Analysts may also be linked to customers, if specific analysts are responsible for providing support to a set of customers. Customers are made up of a set of contacts the people (contacts) within the company that you are supporting (customer). When creating a customer group, you can specify who is the main contact within that customer in addition, you can also specify the account manager within your organisation who is responsible for that customer. 11

12 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE To summarise, if you are using Service Desk in an external support scenario, the user types you would use are Account Managers, Analysts and Contacts. The group types you would use would be Customer, Support Group and Supplier. Starting the Administration component Service Desk provides you with a default user (an analyst) called SA, with a role of Administrators, which has all available privileges. When you open Service Desk for the first time, you must log in as SA until you have created your own users. To enable other people to access Service Desk, you need to create more users. NOTE: You cannot modify the privileges of the Administrators role. To start the Administration component: On the shortcut bar, click Administration. The Administration component starts 12

13 USER MANAGEMENT The User Management tree The User Management tree displays users, groups and roles. To view the items in a particular folder, expand the folder. You can see related items by expanding the relevant user, group or role. From the tree, you can create, modify and delete all of these items, and link these items together. System Settings for the User Management tree By default, the number of users displayed under each node is 25. You can customise this in the System settings. NOTE: For further information about System Settings for User Management, see Definition of system settings on page 122. To customise the number of users that appear on the tree: 1. In the Service Desk Console, on the Settings menu, click System. 2. Within the Administration group of properties, alongside the Number of displayed users property, type the required number. This number also determines the maximum number of users returned in a user search. For more information, see Searching for users, groups and roles on page

14 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE Users There are different types of user account in Service Desk. Analysts are the only type of user that can log in to the Service Desk console, Web Desk, and Mobile Web Desk. However, you may want other users to have some access to the information within Service Desk. For this reason, there are other types of user account that can log in to LANDesk Self Service only. The different types of user account are: Account Manager Internal users with relationships to customers and their contacts. Analyst Internal users involved in progressing a process, for example, an Incident. Contact External users belonging to either a customer or supplier. End-user Internal or external users for whom you provide support. System For application services such as Mail Manager. System User accounts cannot be used to log in to a Service Desk application, but enable you to identify when an action was performed by a particular Service Desk service. NOTE: If you are unsure about which user type to create, see Determining which user and group types you should use on page 10. NOTE: Only analyst accounts use a license. You have to log in into Service Desk using an User ID and password, which prevents unauthorised users from gaining access. Passwords can be between one and eight alphanumeric characters in length and are not case sensitive. If a user loses or forgets a password, a system supervisor who has a role to enable update privileges for User must set up a new password. NOTE: The following procedure details how to create a new Analyst. You create other users in a similar way. NOTE: You can also import your users from other data sources, for more information, see Importing data from an existing data source on page 146. To create a new analyst: 1. In the Administration component, expand the User Management tree. 2. Expand the Users folder, and click the Analyst folder, then on the Actions list, click New Analyst User. The Analyst window appears. 3. Complete the relevant information then click. 4. On the User Management tree, select the new analyst, then on the Actions list, click Set Password. The Change Password dialog appears. 5. Type the new password, then retype it to confirm the spelling. 6. Click OK. The analyst will use this password to access Service Desk. 7. Click. When you have created all of the required users, you can then link those users with the relevant groups, roles and configuration items. NOTE: You can set up users to use Integrated Login. That is, when they start Service Desk, they do not need to specify their login information, as the information from their Windows login is used. For information, see Setting up users to use integrated login on page 17. When you have assigned a user a role and/or to a group, you can create similar users to save you time when setting up your system. For more information, see Creating new Similar Users on page

15 USER MANAGEMENT NOTE: Users can change their own password by clicking enabling them to change their own password. on the toolbar. The Change Password dialog appears NOTE: When you have created a user, you can then link that user with a group and configuration item. For information about linking users to groups, see Groups on page 21. For information about linking users with configuration items, see User configuration items on page 20. Creating a new user using the New User wizard To help you configure your system more quickly, you can create new users using the New User Wizard, and specify their group and role membership in one process. NOTE: The following procedure documents creating a new Analyst user. The terminology changes according to which type of user you are creating, both on the Actions list and within the Wizard itself. To create a user using the New User Wizard: 1. In the Administration component, expand the User Management tree. 2. Expand the Users folder, and select the relevant user type folder. For example, Analyst. 3. On the Actions list, click New Analyst Wizard. The New Analyst Wizard starts, displaying the standard Analyst window. This will change according to the type of user that you are creating. 4. Complete the relevant user information, then click Next. The next stage is to select the group(s) that you want the user to be a member of. NOTE: Groups are not restricted to User Type. Roles, however, are. 5. Select the relevant Group Type, for example, Support Group. 6. In the Available Groups list, select the relevant group, then click. The Group Membership window appears. NOTE: If you have many groups listed, you can use the paging buttons under the Available Groups list. 15

16 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE 7. Select the relevant options, then click OK. 8. Click Next. You can now select the required roles. NOTE: A user does not have to be assigned a role, but must be assigned to either a group or a role to be able to have privileges to use Service Desk. Roles are linked to the type of user that you are creating. 9. Click Finish. The User is created with its relevant groups and/or roles. Managing the user license allocation There are two license types available for analysts: Fixed analysts with a fixed license are guaranteed a license for Service Desk, because the license is associated with their user account Concurrent analysts who do not have a fixed license now log in using a pool of concurrent licenses, and can therefore log in only if there is an unused concurrent license available Only the Analyst user type uses a license. All other user types do not need a license. However, access to certain Service Desk applications is restricted to analysts: you need an analyst account to log in to the Service Desk console, Web Desk, and Mobile Web Desk. Other user types are restricted to the Self Service web application. The System user type also does not use a license, but cannot be used to log in to a Service Desk application. The System user type enables you to create user accounts for application services such as Mail Manager. You can have any number of analysts in your Service Desk database, but you can allocate fixed licenses only to the number of analysts specified in your license key. All other analysts will be allocated concurrent licenses, and these will be able to log in only while there are concurrent licenses available. To allocate fixed licenses: 1. Start the Administration component, and display the User Management tree. 2. Expand the Users branch, and click the Analyst folder. 3. In the Actions list, click Manage Analysts Licenses. The Manage Analyst Licenses dialog appears. NOTE: Alternatively, you can display the Manage Analyst Licenses dialog by clicking a link on the View License Content group box in the License Maintenance component. 16

17 USER MANAGEMENT The list on the left contains the analysts who have not been allocated a fixed license these are the concurrent analysts. The list on the right contains the analysts who have been allocated a fixed license. You can use the controls above each list to filter the contents of the lists to make it easier to find the analysts you are looking for. 4. In the Concurrent Analysts list, select the analysts that you want to allocate fixed licenses to, then click the Selected > button. The selected analysts move to the Fixed Analysts list. 5. When you have allocated the licenses as you require, click Close. NOTE: The system query Users grouped by license type can help you to identify which analysts are allocated fixed licenses. For more details about this query, see the LANDesk Service Desk Suite Prebuilt Content document. NOTE: If you delete an analyst who is allocated a fixed license (or if you change their user type), their fixed license automatically becomes available for reallocation. When you create a new analyst using the Administration component, the analyst is created as a concurrent user. NOTE: For information about managing license types when you import analysts into Service Desk, see Setting the license type when importing analysts on page 153. Setting up users to use integrated login You have to log in to Service Desk to access its features. Using integrated login, when you log in to your Windows domain, you can also log in to Service Desk. You can associate users with Windows NT and Novell domain users, and this information is used to automatically log you in to Service Desk. You can also use this method to provide integrated login to Self Service for end users, by associating network logins with end user records. NOTE: To enable your users to use integrated login, you must ensure that when you set up the Service Desk Framework, you have specified that you have selected Integrated Login, and that you have specified the network login for those users. For example, on the Analyst window, specify the network login: LANDesk\john.doe for the network login. For more information about integrated login, see the LANDesk Service Desk Suite Setup Guide. In some circumstances, you may have more than one network login per user. If this is the case, then you can specify these additional logins. Each network login must be different for each user. That is, you cannot use the same login details for more than one user. 17

18 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE To specify multiple network logins: 1. Start the Administration component. 2. Expand the User Management tree, and select the required user. 3. On the Actions list, click Add Network Login. The Network Login dialog appears. 4. Specify the required login details, then click OK. Each network login is listed in the Network Login folder under the relevant user. NOTE: To remove a network login, select it on the tree, then on the Actions list, click Remove Network Login from User. Associating addresses with users You can associate users in Service Desk with their addresses to enable users to interact with Service Desk using . The Mail component enables you configure how Service Desk creates and updates processes from an , and how it communicates the progress of a process with the appropriate users. NOTE: For more information, see LANDesk Service Desk Mail on page 93. To associate an address with a user: 1. Start the Administration component. 2. Expand the User Management tree, and double-click the required user. 3. On the User window, type the Address. You can associate multiple addresses with a user account, and also whether or not all of these e- mail addresses are to be used when contacting the user. NOTE: You may need to add more fields to the User window to do this, and if you want to associate more than two addresses with a user, you will also need to create more attributes for the User object. For more information about designing windows and creating new attributes, see the LANDesk Service Desk Suite Designer Guide. By default, there are two address attributes on the User object called Address and Address 2. There is also a boolean Send To All Addresses attribute. You can add these attributes to the User windows using Window Manager. Selecting the Send To All Addresses check box on the User window results in Mail Manager sending outbound s to each of the user's addresses when required. If you need further address fields on your user records, you can add them using Object Designer. To add another address field to the User object: 1. In Object Designer, display the System\User object. 2. In the Actions list, click New Attribute. A new attribute appears in the Attributes tree. 3. Complete the Properties grid as required. 4. Alongside the String SubDataType (User) property, select Additional Address, then click. The new attribute is saved. NOTE: The Address attribute has the String SubDataType (User) property Default Address. You cannot change this setting. 18

19 USER MANAGEMENT Changing the user type of an existing user There may be times when you need to change the user type of an existing user. For example, you want to change a Contact to an End User. If you do not have the same attributes for the proposed user type that you are switching to, you may lose some data. We recommend that when changing user types, that if you want specific attributes to be transferred, then you modify the attributes for the proposed user type. For example, a Contact has the Company and Account Manager attributes, but the End User does not. NOTE: You cannot change the user type if you have enabled automatic versioning for the user object. For more information, see Making attributes of a user versionable on page 52. To change the user type of an existing user: 1. Start the Administration component. 2. Expand the User Management tree, and open the relevant user window. 3. On the Actions list, click Change User Type. The Select User Type dialog appears. 4. Select the required User Type, then click OK. If the proposed user type is missing specific attributes, a message box appears. If the proposed user type has the all of the relevant attributes, then this message does not appear. Go to step If you do not need to transfer the information stored in these attributes, click Yes on the message box. The user window appears. NOTE: If you do want the information to be transferred, then click No, and create the required attributes on the relevant target User Type. For information about creating attributes, see thelandesk Service Desk Suite Designer Guide. 6. Click. 19

20 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE User configuration items User configuration items are used to link individual configuration items to users, and can be used to record installation details or other information that is specific to a user s use of a configuration item. User configuration items can also used within user agreements to define arrangements for supporting various types of configuration items. User configuration items are often created when the configuration item is allocated to a user. User configuration items enable you to track which specific configuration items are being supported for individual users. NOTE: As customers are part of a process, you can add configuration items to them only if the process allows this operation. To create a user configuration item: 1. Start the Administration component, and expand the User Management tree. 2. Select the relevant user, then on the Actions list, click Add/Remove Configuration Item. The Configuration Items dialog appears. 3. Select the required configuration items, then click. 4. Repeat as required, then click OK. 20

21 USER MANAGEMENT 5. Click. The configuration items appear on the Configuration Items tab, and on the User Management tree under the relevant user s Configuration Items folder. NOTE: To view information about the CI associated with a user, double-click it in the User Management tree. To view information about the relationship between the user and the CI, select it in the User Management tree, then click Modify User Configuration Item in the Actions list. For example, double-clicking Users\End User\Mary Friel\Configuration Items\(Service) - would display details about the service, which is probably used by many users. Selecting the same item in the User Management tree, then clicking Modify User Configuration Item would display information specific to Mary Friel's configuration. You can change the design of the User CI windows in the Configuration Management module of Window Manager, to enable you to record the specific information that you require. Creating new Similar Users You can create Similar Users. When you do so, you just specify their user details, and the group membership and role assignment is inherited from the user that you created the new user from. To create a new similar user: 1. In the Administration component, expand the User Management tree. 2. Expand the relevant User type folder, for example Analyst, then select the user from which you want to create a similar user. 3. On the Actions list, click Create Similar Analyst User. A new user window appears. 4. Complete the relevant information, then click. Notice that all of the Groups, Roles and Configuration Items (if specified on the original user) are copied to the new user. Groups Within Service Desk, you can organise users into groups. There are four group types: Support Group, Company, Customer and Supplier. Any type of user can belong to any group type, and any user can be a member of more than one group. When you have created a group, you can then assign privileges to that group. All users that are members of that group inherit the group s privileges. For more information about privileges, see Privileges on page

22 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE If you are using Active Knowledge, you can categorise the items within the Active Knowledge database, preventing or enabling specific groups seeing information within Active Knowledge. For example, you may want to prevent all groups apart from HR seeing information about salary and bonuses. NOTE: For information about creating these categories, see Knowledge Domains on page 87. For information about Active Knowledge, see the LANDesk Service Desk Suite Knowledge Management Guide. Group types Within Service Desk, there are four group types. You can have different types of internal groups, such as Team or Department, and external groups such as Customer and Supplier. Any type of user can be associated with any of the group types. For example, an internal analyst may be responsible for a specific external customer. For analysts, these groupings can represent teams, such as Primary Support and Network Support. If you are using Service Desk for internal support, then for end users (who are effectively internal customers of services supported by analysts) these could be departments such as Payroll. In an external scenario, groups of contacts within the companies supported by the Analysts can be grouped as the customer. Similarly, groups of contacts for third parties can be referred to as Suppliers. NOTE: For information about determining which group type to create, see Introduction on page 8. For more information about linking users to groups, see Linking groups and roles with users on page 44. NOTE: The following procedure describes creating a Company group. You create the other groups in a similar way, the only difference being the Actions list and menu options. These will reflect the type of group that you are creating. To create a group: 1. In the Administration component, expand the User Management tree. 2. Expand the Groups folder, then click the Company folder. 3. On the Actions list, click New Company Group. The Group window appears. 4. Complete the relevant information, then click. You can now add users to this group and specify the required privileges. You can also specify that the group has access to specific Knowledge Domains if they are using Active Knowledge. For more information, see Specifying the knowledge domains for groups on page 23. NOTE: For information about specifying privileges, see Privileges on page 35. NOTE: In addition to adding users to groups, you can also link groups together (in a parent-child relationship). You can then, if required specify that any notifications that are sent to the parent group are also send to the child groups. You do this by adding the Notify Child Groups attribute to the Group window. For information about adding attributes to windows, see the LANDesk Service Desk Suite Designer Guide. 22

23 USER MANAGEMENT Specifying the knowledge domains for groups If you are using Active Knowledge, you can categorise the items within the Active Knowledge database, preventing or enabling specific groups seeing information within Active Knowledge. For example, you may want to prevent all groups apart from HR seeing information about salary and bonuses. You need to create the Knowledge Domain categories before you can select them on the Group window. NOTE: For information about creating these categories, see Knowledge Domains on page 87. For information about Active Knowledge, see the LANDesk Service Desk Suite Knowledge Management Guide. To specify knowledge domains for groups: 1. In theadministration component, on the User Management tree, open the required group. 2. On the Actions list, click Manage Knowledge Domains. The Manage Knowledge Domains dialog appears. 3. In the Available Knowledge Domains list, select the relevant domain then click. The Knowledge domain category is added to the Selected Knowledge Domains list. NOTE: If you select the parent category, all of its child categories are automatically added. If you do not want to include parent categories, then you can navigate to the specific category and add that on its own. 4. Repeat as required, then click OK. 5. Click. 23

24 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE Supervisors When you add a user to a group, you can specify that the user is a supervisor of the group. Being a supervisor means that you can view more information about items that are assigned to your group, what your group is currently working on and so on. If you are a supervisor, you can: See all items assigned to the groups that you are a supervisor of. See the Workload of all members of the groups you are a supervisor of. Reassign items (singly and in bulk) between members of your groups to balance the workload. Specify that a specific task is to be done at a specific time by a specific user, number of users or group. NOTE: For detailed information about supervisors and workload, see the LANDesk Service Desk User Guide. Configuring receiving group messages To prevent all group members from receiving group messages: 1. Using Windows Explorer, navigate to..programdata\touchpaper\servicedesk.framework. Where ServiceDesk.Framework is the name of the Service Desk Framework web application. 2. Using Notepad, open tps.config. 3. Under the last <add key...> entry, add the following line: <add key="assignmentnotificationstouseronly" value="true" /> 4. On the File menu, click Save. NOTE: If an assignment is made to an analyst and a group at the same time, only the named analyst receives the message. Customers To be able to create customers, you first have a customer process (by default, there is a predefined customer process). Each of your customers can start off as a prospective customer, and then you manage to convert them into your customer. At some stage, your customer may decide that they no longer want to do business with you, and therefore they become an ex-customer. To enable you to fully track which customers you have, and enable you to see at which state these customers are, you need to create a customer process. You create processes using the Process Designer. NOTE: For information about creating processes and using the Process Designer, see the LANDesk Service Desk Suite Designer Guide. 24

25 USER MANAGEMENT An example customer process: WARNING: If you want to import existing customers Service Desk, we suggest that you create a process with the minimum number of actions and statuses specified. NOTE: You can configure Service Desk so that customers can only access their own data. For more information, see Data partitioning on page 30. Roles Roles have privileges. For example, you can create different roles for those people having administrative privileges, and those have access only to queries. When you create a role, you specify which type of role you are creating. For example, Account Manager role, Analyst role and so on. When you link users to roles, they must be of the same type. For example, you can only link an Analyst to an Analyst role. NOTE: The following procedure details creating an Analyst role. You create the other types of roles in a similar way. The only difference being the terminology changes on the Actions list and shortcut menu. To create a role: 1. Start the Administration component, and expand the User Management tree. 2. Expand the Roles folder, then select the Analyst folder. 25

26 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE 3. On the Actions list, click New Analyst Role. The Roles window appears. 4. Complete the relevant information, then click. You can now define the privileges for this role and link the role with users and groups. Copying roles Roles are User Type specific, but you may find that you want to apply the same set of privileges to a role for a different user type. This saves you time in configuring your system, as setting privileges may take some time. NOTE: You cannot copy the Administrators role. To copy a role: 1. On the User Management tree within the Administration component, expand the Roles folder, and then the relevant role type folder. 2. On the Actions list, click Copy Role. The Copy Role dialog appears. 3. Select the required User Type to which you want to copy the role. For example, Account Manager. 4. In the Name box, type a unique name for the role, then click OK. The role, with all of its privileges, is copied to the User Type that you specified. 26

27 USER MANAGEMENT Creating filters for finding items on the User Management tree You may find that you have a large amount of data in your Service Desk database, and to help you use the User Management tree more effectively, you can create queries or filters to filter out certain users and groups, so that a more manageable number of items can be maintained. As the User Management tree has several levels, you can choose which level you want to search on. For example, you can choose to search on Account Managers rather than all user types. NOTE: For detailed information about creating and maintaining queries, see the LANDesk Service Desk Suite Designer Guide. NOTE: The following procedure tells you how to create a filter for Analysts, sorted in Groups according to name. For example A to G, H to R, and S to Z. You create filters for other user types and group types in a similar way. To create a filter on the User Management tree: 1. Start the Administration component. 2. Expand the User Management tree and the Queries folder. 3. Expand the Users folder, then select the Analyst folder. 4. On the Actions list, click New Query. The New Filter dialog appears. Notice that the Module and Business Object is already selected. 5. Type a Title and Description for this filter, for example: Analysts A to G, then click OK. The Filter window appears. NOTE: Notice that this window is similar to the window you use when creating queries. However, the amount of information that you need to specify is reduced. You need only specify attributes on which to search. For example, User Name or Location and so on. 27

28 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE 6. From the Attributes tree, drag the required attribute onto the Selected Attributes list. For example, Name. 7. On the Definition tree, click the Criteria node. The Criteria page appears. 8. From the Attributes tree, drag the item upon which this filter is based onto the Current Condition list. The Criteria dialog appears. 9. In the Condition list, select the required condition, for example Is Between. Two additional boxes appear: To and From. This is dependent upon the condition you selected, but for this example, you will see these boxes. 10. In the From list, type A, and in the To list, type G. 11. Click OK. 12. Click Finish. You are prompted to save the filter. The results of the query are displayed within a folder (named the same as your filter). 28

29 USER MANAGEMENT Modifying or deleting a user, group or role The following procedure describes modifying or deleting an Analyst. You can manage all user types, Groups and Roles in a similar way. If the user, group or role is has pending assignments, or is associated with an open or pending process, then you cannot delete them until you have updated these processes. To maintain an analyst: 1. On the User Management tree, expand the Users and Analysts folders, then select the relevant analyst. 2. On the Actions list, click Modify Analyst. The Analyst window appears. 3. Make the required changes, then, click. NOTE: To delete an analyst, select it, then on the Actions list, click Delete Analyst. You cannot delete the current user (that is, the user you are logged in as), nor can you delete the default user (with a User ID of SA). Searching for users, groups and roles You may have hundreds, if not thousands, of users within your database. You may also have numerous groups and roles. To help you to find the item that you are looking for, you can search for it. This differs from creating the filters from the Queries node of the User Management tree. NOTE: The following procedure tells you how to search for users. You search for groups and roles in a similar way. To search for a specific user: 1. On the User Management tree, select the relevant user type folder, for example, Analyst. 2. On the Actions list, click Search. The Search dialog appears. 3. Select the attribute that you want to search by, then type the whole name, or part of the name of the user that you are searching. Notice that the Total Result Count number changes. You can customise the number of users that appear in the results in System Settings. For more information, see System Settings for the User Management tree on page

30 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE 4. When the number of results is below that set in System Settings, then click OK. The matching results appear in the User Management tree. Notice that the folder has changed from to to indicate that a search filter has been applied. NOTE: To remove the search filter, on the Actions list, click Reset.The folder changes from to to indicate that the search filter has been removed. Data partitioning Data partitioning enables you to control which data a user can see. For example, you can configure Service Desk so that customers (end-users) can see only incidents that they have logged, or so that analysts can see only those incidents that are assigned to their current support group. You can specify which data is partitioned and which isn't: for example, you could set up partitioning so that all incidents, problems, and changes are partitioned, but categories and CIs are not. You can also specify for which customers or support groups data partitioning is enabled. All types of user (Analyst, End User, Account Manager, and Contact) can be members of all types of group (Support Group, Company, Customer, and Supplier), and can switch their current group between these different types of group. This enables you to configure systems, for example, where an analyst is associated with a particular customer. Because a user can be in different types of group, both types of data partitioning can potentially be seen by all types of user. The type of partitioning observed depends on the type of group a user is currently in. If an analyst switches to a customer group, they see customer partitioning; if they switch back to a support group, they see analyst partitioning. By default, customers can see only data that is associated with themselves, and analysts can see only data that has a last assigned group that matches their current group. However, you can define the related attribute that is used to define data partitioning for each User Type. For example, you could decide to allow analysts to see only data that is associated with their office, or allow end users to see only data that has a specific category. An example of data partitioning Consider the following set of incidents: Incident ID Customer Last Assigned Group Office 1 Customer A Service Desk UK 2 Customer B Service Desk US 3 Customer C Hardware UK 4 Customer B Service Desk US 5 Customer A Hardware UK With no partitioning enabled, all analysts (and customers who are allowed to log in) can see all five incidents. 30

31 USER MANAGEMENT With the default partitioning enabled, analysts whose current group is Service Desk see only incidents 1, 2, and 4. Customer B sees only incidents 2 and 4. However, if you use the Office attribute as the partitioning attribute, an analyst in the UK office sees only incidents 1, 3, and 5 irrespective of which support group they are in. Similarly analysts in the US office see only incidents 2 and 4. NOTE: You do not have to enable partitioning for all groups you can leave some groups using unpartitioned data. In this way you can design a system where some groups see all data, and some see only data that is directly relevant to them. Setting the partitioning attribute There are several steps to configuring the analyst/office partitioning described above: 1. Create a reference list called Office. 2. Relate the new Office object to both the User object and to the object that contains the data that you want to partition (for example, Incident). 3. Set the Partition Type for the Incident - Office relationship as Analyst in Object Designer. 4. Set the Analyst Partitioning attribute for the Analyst user type to Office using the Administration component. 5. Enable Analyst Partitioning for the required Support Groups. Analysts whose current group is one of those support groups would then be able to see only data that has the same Office value set as that set on their user record. To set the partitioning attribute in Object Designer: 1. In Object Designer, create the object that will contain the values that you want to partition by (for example, an Office reference list), and relate it to System\User and to the object that you want to partition (for example, Incident). NOTE: Alternatively, you could use an existing related object. 2. Display the object that you want to partition (for example, Incident Management\Incident), then select the object at the top of the Attributes tree. NOTE: You can set the Partition Type for Incident, Problem, Change, and other subclasses of Process only if you have already set the Partition Type for Process Management\Process. 3. In the Properties grid, alongside Partition Type, select the type of partitioning you want to enable for this object. The options are: None no partitioning Customer customer partitioning Analyst analyst partitioning Both customer and analyst partitioning 4. In the Attributes tree, select the attribute that you are going to use as the attribute that defines the data partitioning. This must be a related attribute ( ). In our example, select Office. 5. In the Properties grid, alongside Partition Type, select the type of partitioning you want to enable for this object. The options are the same as for the object. NOTE: Only one attribute on an object can be set as the Partition Type for analyst partitioning, and one for customer partitioning. These could be the same attribute if you selected the Partition Type of Both. When you have set up the attribute that you want to use to partition the data, you need to set the path to the attribute for each user type that is going to use partitioning. 31

32 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE NOTE: If you want to use the default partitioning (where customers can see only data that is associated with themselves, and analysts can see only data that has a last assigned group that matches their current group), you can omit the following procedure. To set the partitioning attributes: 1. In the Administration component, expand the User Management tree. 2. Expand the Users branch and select the user type that you want to set the partitioning attribute for. (For example, Analyst.) 3. In the Actions list, click Set Partitioning Attributes. The Set Partitioning Attributes dialog appears. 4. In the Analyst Partitioning tree, select the attribute that you want to use as the partitioning attribute when users of the selected user type are in an analyst group. You can expand the tree to select a related attribute. 5. In the Customer Partitioning tree, select the attribute that you want to use as the partitioning attribute when users of the selected user type are in a customer group. You can expand the tree to select a related attribute. 6. Click OK. 7. Repeat for the other user types. NOTE: When you have set up the partitioning attributes, you can enable partitioning as described in Enabling data partitioning on page

33 USER MANAGEMENT Enabling data partitioning You need to specify which customers and support groups you want to apply data partitioning to. You do this using the Administration component. To enable data partitioning: 1. In the Administration component, expand the User Management tree. 2. Expand the Groups branch, then select the Customer or Support Group folder as required. 3. On the Actions list click Enable Partitioning. A message box appears advising that if you have a large number of groups, that this may take some time. NOTE: Alternatively, on the User Management tree, right-click the Customer or Support Group folder, then click Enable Partitioning. To remove partitioning, in the Actions list, click Disable Partitioning. 4. Click Yes to continue. Data partitioning is enabled. When your customers or analysts run queries, they will see only information that is relevant to them. NOTE: You can also enable data partitioning for individual customers or support groups. To do this, add the Enforce Partitioning attribute as a check box to the relevant window using the Window Manager component. Then in the Administration component, select the check box for the required groups and save the changes. NOTE: For information about adding attributes to windows, see the LANDesk Service Desk Suite Designer Guide. Data partitioning CI types Data partitioning for Configuration Item types is set up in a slightly different way, using the Configuration Item Type Reference object, rather than on the CI type itself. Instead of setting the partitioning attribute on the Configuration Item type in Object Designer, you set it on the Configuration Item Type Reference object, and then on the required related attribute on that object. NOTE: You may need to create a window for the Configuration Item Type Reference object to be able to set the partitioning attributes for the different CI Type References. Using the procedures described in Setting the partitioning attribute on page 31 to set a partitioning attribute on the Configuration Item Type Reference object, you enable data partitioning for CI Types in: the Configuration Management component when adding CIs to a change To enable the data partitioning of CI Types on process windows such as the Incident and Problem windows, you need to complete a few more steps. The procedure below describes how to re-design the Incident window to also use CI Type partitioning. To re-design the Incident window for CI Type data partitioning: 1. Open the Incident window in Window Manager. 2. Delete the existing CI Type list box. 33

34 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE 3. From the Attributes tree, add Configuration Item Type Reference, and rename its label to match that which was used by the CI Type control. This replaces the unpartitioned CI Type list with the new partitioned CI Type list. However, we need the existing CI Type functionality to continue working, so we now need to configure Service Desk to copy the value from the CI Type Reference into the CI Type field whenever it changes. The CI Type field still exists in the Service Desk database, but is no longer displayed on the screen. By copying the CI Type Reference into the CI Type, all of the existing filters, queries, and reports will continue to work as before. 4. Repeat this design work for any other Incident windows in your system. 5. Display the Business Objects tree and select the Incident object. 6. In the Actions list, click Business Object Copy Rules. The Copy Rules Configuration dialog appears. 7. Expand the Copy Rules tree and right-click the Incident object, then click New Rule. A new rule is added to the Copy Rules tree, and the Rule Editor changes to enable you to edit the new rule. 8. Type a Description for the rule, then set the following values: Event Value Changed Target Configuration Item Type Sources Configuration Item Type Reference/Class 9. Select the Always execute rule check box, the Overwrite option button, and the Clear target if source is empty check box, then click OK. NOTE: For more information about configuring copy rules, see the LANDesk Service Desk Suite Designer Guide. Whenever a new Configuration Item subclass (a CI type) is created, a new record is added to the Configuration Item Type Reference object, which then manages the partitioning of CI types. However, if you want to partition CI types, you will need to populate the Configuration Item Type References for the existing CI types before switching on the partitioning. You populate the Configuration Item Type References for the existing CI types using the Run TPS Tools utility on the Service Desk Web server. To populate the Configuration Item Type References for the existing CI types: 1. From C:\Program Files\LANDesk\Service Desk\WebApp\Framework\bin, start Touchpaper.Tools.RunTPSTools.exe. The Run TPS Tools utility starts. 34

35 USER MANAGEMENT 2. Select the appropriate Provider, either SQL Server or Oracle. 3. Type the name of the Database Server, the Database Name, the User name, and the Password for your Service Desk database. 4. Click Test to confirm that the connection details are correct. 5. In the Tools list, select Populate CIType References, then click Run. The Progress list indicates the success or failure of the tool. 6. When the tool completes, click Close. Privileges Privileges define the parts of Service Desk that a group or role can access, and which business objects and functions are available to the particular group or role. Users gain privileges when they are added to a group or are given a role. When you assign privileges to a group or role, you can: Enable/disable access to individual business objects and their corresponding toolbar buttons or Tree options. Disabled items are hidden. In addition to business objects, you can also set privileges at the attribute level. This is especially useful if you want to restrict access to certain data, such as payroll information, from certain people. This means that you can restrict the menu options available to a group, while you can give complete 35

36 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE privileges to someone with a supervisor role. Set read-only, create, update and delete access to the business objects that you have enabled. Read-only means that the group or role can view an instance of the business object, but they cannot modify it. Create, update and delete enable the group or role to create a new instance of that business object, modify, or remove it respectively. For example, you can set up a group with complete access to incidents, but with read-only access to changes. Enable/disable access to functions within the business objects. For example, you may give a group or role with access to the Change business object the ability to Assign the change but not to Close it. Enable/disable access to the Service Desk Configuration components. Depending on the structure of your organisation, it might be useful to prevent most groups or roles from accessing the Service Desk Configuration components, which should be a supervisory privilege. You can configure Service Desk so that different groups have access to a different range of commands. Besides group privileges, you may want to assign various users different roles that enable them to perform additional functions within Service Desk in relation to their responsibilities. When a user belongs to groups or roles that have different sets of privileges, then the user will have the sum of all the available privileges. NOTE: For example, if the Incidents group enables users to log and resolve incidents, but not to close them, and the Supervisor role enables users to close incidents, then a user who is assigned to the Incidents group and given a Supervisor role can log, resolve and close incidents. If you create attributes that contain sensitive information, for example, Payroll information, you can prevent assign privileges to those attributes. You define whether an attribute is privileged using the Object Designer component. You refine them using the Administration component. You do this in the same way as setting standard privileges. Default privileges Within Service Desk, specific privileges are mandatory to enable users to log in. These privileges are automatically set by the Service Desk Framework. WARNING: As you can modify each privilege, you must be aware that if you change the following privileges, you may encounter some problems. Privilege Path Privileges Type of access Modules Metadata Non-Process Related Objects Modules System Non-Process Related Objects Modules System Non-Process Related Objects Module System Settings Analyst Role User Group User Role User Application Configuration Application Setting User Setting Read Read Create, Read and Update 36

37 USER MANAGEMENT Assigning privileges to groups and roles By default, each new group or role has no privileges. This means that the system administrator must specify which privileges are actually available to each new group and role so that they can access only the parts of the system that are relevant to them, and so that they can perform only the actions that are relevant to them. You can set access to Service Desk at four levels: the module level (for example, Incident Management), the business object level (for example, Assignment) and the action level (for example, Complete) and attribute level (for example, Salary). When you make a level unavailable, then all child items (if any) are removed from view. You cannot set privileges for an unavailable business object. NOTE: When you make a module or business object available that was marked as unavailable, the change of status is not transferred to the child items. You must then set the status individually for the child items. When you make a business object available, then you can assign the following privileges for all of the actions associated with it: Execute you can create a new instance of the available action. Read you can view instances of the business object action but you cannot modify it. Update you can modify an existing instance of the business object action. Delete you can remove an existing instance of the business object action (this option is available on only Non-Process related items). WARNING: You cannot modify the privileges for the Analyst Administrator role. Also, only the SA user can modify the privileges in the Human Resources module. To allocate or change group and role privileges: 1. Open the specific Group or Role window, then on the Actions list, click Privileges. The Privilege tree appears. 2. On the Privilege tree, expand the level for which you want to set privileges. 3. Double-click the item, then set the relevant privilege. NOTE: To change a privilege from (available) to (unavailable), double-click it. indicates that privileges are not applicable for that item. 37

38 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE The privileges are set. A appears next to the selected privilege to indicate that the privilege is available to that group or role. 4. Click. Setting privileges using the Privilege Settings Wizard To enable you to configure your system quickly, you can define privileges at a specific Module, for example Incident Management, business object or for all Modules at one time, and then all of those privileges are inherited for the nodes beneath it. NOTE: You can override specific privileges if required, by setting their options as before, by double-clicking the specific action privilege to toggle from a tick to a cross. WARNING: If you have already defined a set of privileges for a specific module, for example, Incident Management, then these privileges may be overwritten by this wizard, however, you do have the option to keep them as they are. NOTE: The following procedure starts by creating a new role. You create a set of privileges for a new group and update existing role and group privileges in a similar way. To set privileges using the Privilege Settings Wizard: 1. On the User Management tree within the Administration component, expand the Roles folder, and then select the relevant Role Type folder. 2. On the Actions list, click New Role. The Role window appears. 3. Type a Name and Unique ID for the role, then click. 4. On the Actions list, click Privileges. The Privilege tree appears. 5. Expand the Modules folder, then select the relevant node. For example, Incident Management. 6. On the Actions list, click Privilege Settings Wizard. The Privilege Settings Wizard starts and the Select Privileges page appears. 38

39 USER MANAGEMENT On this page, if you select All, then all of the check boxes are automatically selected. 7. Click Next. The Clear Existing Settings page appears. NOTE: This page applies only to roles and groups that you are updating rather than creating for the first time, but does appear when you are creating a new role or group. If you are creating a new role or group, just click Next. You can remove existing privilege type settings by selecting the required type. This does not apply to individual privileges but to the type of privileged item. For example, Action. 8. If you want the child items below the starting module node to be removed, then select the Clear Child Privileges check box. Clearing the Clear Child Privileges check box disables all of the other check boxes within the Clear Existing Privileges group box. 9. If you have selected the Clear Child Privileges check box, select the privileged items that you want to remove. If you do not select a specific item, then those settings will remain unchanged. 10. Click Finish. Applying the same privilege to many items There are three privileging options that will speed up the configuration of privileges, and reduce the number of clicks required to set privileges at each level. The options are: Apply to Column This takes the state for the selected privilege and applies it to every privilege in that column on the current page. NOTE: The Apply to Column and Apply Row to All options are only available when there is more than one privileged item on the current page. Apply Row to All This takes the state for each of the Execute, Read, Update (and Delete where applicable) privileges in the selected row and applies them to each row on the page. This means that every privilege on the page will be the same as the selected item. For example, all set to. Apply to Page This takes the state for the selected privilege and applies it to every privilege on the page. 39

40 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE NOTE: The following procedure describes applying the same privilege to a column. You apply the other options in the same way. To apply the same privileges to a specific column: 1. In the Administration component, expand the User Management tree. 2. Open the required Group or Role, then on the Actions list, click Privileges. 3. Open the required set of privileges. 4. In the relevant column, for example, Execute, right-click the required option that you want to apply to the column (this will be either or ), then click Apply to Column. The privilege option that you set is applied to the whole column. 40

41 USER MANAGEMENT Accessing the Service Desk configuration components The Service Desk configuration components enable you to modify your database, the terminology used within the application and the layout of Service Desk s windows. WARNING: Because of the possible dangers of unauthorised users making changes to the database, particularly in a networked environment, we recommend that you restrict access to the Service Desk Configuration components to only a few users. NOTE: You cannot restrict access to individual menu items within the Service Desk Configuration Components. To enable access to the Service Desk Configuration components: 1. Open the relevant Role or Group window, then on the Actions list, click Privileges. 2. Expand the Configuration Components folder, then the Configuration folder. 41

42 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE 3. Double-click the Designers folder. A indicates that the privilege is available and indicates that the privilege is unavailable. 4. Set the privileges as required, then click. Preventing access to trees in the Administration component The Administration component comprises a number of trees: User Management, Service Level Management, Categories, Ordered Lists, Reference lists, and if you have the required license, Document Templates. You may not want all users to be able to see all of these trees, for example, you may want to limit the access to the User Management and Service Level Management trees from specific users. You can restrict access to these sections using Privileges. NOTE: The following procedure describes modifying the privileges using Roles. You can also modify privileges using Groups. To restrict access to a specific tree in the Administration component: 1. Start the Administration component, and expand the User Management tree. 2. Expand the Roles folder, and select the relevant role. For example, Analyst. 3. On the Actions list, click Privileges. The Privilege tree appears. 4. On the Privilege tree, expand the Configuration Components, Configuration and Administrator folders. 42

43 USER MANAGEMENT 5. Double-click the PURG folder (this stands for Privileges, Users, Roles and Groups). 6. By default, all of the privileges are set to which means no access. Double-click them to grant them access to the relevant tree. When you double-click them the icon changes from to. NOTE: If you do not have a license for Document Templates, and you try to select it, a message appears informing you that you do not have the relevant license. In this example, we have prevented access to Service Level Management and Users, Groups and Roles, so that when the Analyst logs in and starts the Administration component, they do not see the Service Level Management tree nor the User Management tree. 43

44 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE Linking groups and roles with users You can organise users into structures. These are representations of companies, be they internal the parent company to whom the analysts (and end users in an internal scenario) belong or external the suppliers of the parent company (and customers in an external support scenario). The structure of each company can consist of one or many groups, each with its own members (users). You can associate groups and roles with users in a number of ways. When you link users and groups, you can specify additional information that affects what information is seen in their Workload List. You can do this by: Linking groups and roles using the User Management tree on page 44 Linking groups and roles using the User window on page 45 Linking using user structures on page 47 Linking groups and roles using the User Management tree Using the User Management tree is useful if you have already created your users, groups and roles, and want to associate them with other existing items. NOTE: The following procedure describes linking a group with an analyst. You can link groups and roles to any user type in a similar way. To link an analyst to a group: 1. On the User Management tree, expand the relevant folders, for example Analysts and Support Group folders. 2. Select the relevant analyst, then drag it onto the required group. The User Group window appears. Assign Only Within Group Select this option if you want to restrict the user to assigning items only to other members of the group. This means that if a user tries to assign to a different group, the assignment will be rejected. Is Supervisor If you select this option, a user will be shown items for any user where the group is the current group, plus items where the group is blank that are assigned to other users that are members of the current group. For more information, see Supervisors on page 24. Receive Group Messages If you select this option, any messages (including assignment notifications, escalations and reminders) sent to just that group will also be sent to that user. NOTE: If you make an assignment to an analyst and their group at the same time, and other analysts within that group have the Receive Group Messages option selected, to ensure that just the specific analyst gets the notification of an assignment, you need to modify the tps.config file. For more information, see below. 44

45 USER MANAGEMENT Restrict View If you select this option, a user will only be shown items where their name matches the User on the assignment, and the Group matches the current group or is blank. If this option is not selected, then a user will also be shown items that are assigned to their current group, but the User is blank. 3. Select the relevant options, then click OK. NOTE: The Remove User from Group and Modify User Group actions in the Actions list enable you to remove an analyst from a group, or change the settings on the User Group window. NOTE: You can link many users to a single group or role at one time. For more information, see Linking many users to groups or roles at one time on page 47. Linking groups and roles using the User window By using the User Management tree together with the User window of the relevant user, you can drag groups or roles from the tree onto the Groups or Roles tab of the User window. Similarly, you can drag users onto the Users tab of the Group window or Roles window. This method is useful if you are creating or modifying a new user, group or role and want to associate other items with it. NOTE: You must first save the user, group or role before you can drag items onto the relevant tab. NOTE: The following procedure describes linking an analyst to a group. You can link a role to an analyst and also link roles, groups and other user types in a similar way. To link a group to an Analyst using the Analyst window: 1. On the User Management tree, select the relevant analyst, then on the Actions list, click Modify Analyst. The Analyst window appears with any existing groups and roles listed on the relevant tab. 2. Click the Groups tab, then drag the relevant group onto it. NOTE: To remove the link, on the relevant tab, select the group that you want to remove, then on the Actions list, click Remove Group from User. A message box appears asking you to confirm the deletion. Click OK. The link between the User and Group is removed (the group or role is not deleted, just the link between the items). 3. Click. NOTE: You can link many users to a single group or role at one time. For more information, see Linking many users to groups or roles at one time on page 47. Linking users to many groups or roles at one time To enable you to configure your users, groups and roles more effectively and quickly, you can: From a user, you can link a user to many groups at one time. You can also link many roles to a user at one time. From a group, you can link a group to many users in one action. From a role, you can link multiple users to the selected role. To link a user to many groups: 1. Start the Administration component, and expand the User Management tree ( ). 2. Select the required User. 3. On the Actions list, click Add/Remove Groups. The Add/Remove Groups dialog appears. 45

46 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE 4. Select the relevant Group Type, for example Support Group. The Available Groups list updates. 5. Select the group that you want the user to be a member of, then click. The User Group window appears. 6. Select the required check boxes. NOTE: For information about these settings, see the LANDesk Service Desk Administrator Guide. Note that the User Group Settings dialog appears each time you add a group to the Selected Groups list. 7. Click OK. The Group is added to the Selected Groups list. 8. Repeat as required, then click OK. To assign a user many roles at one time: 1. Within the Administration component, expand the User Management tree. 2. Select the required user, then on the Actions list, click Add/Remove Roles. The Add/Remove Roles dialog appears. 46

47 USER MANAGEMENT 3. In the Available Roles list, select the required role, then click. The roles are added to the Selected Roles list. NOTE: You can select more than one role at a time by pressing and holding the CTRL key and using the mouse, selecting the required roles, then click. 4. Click OK. Linking using user structures User Structures are used to show people the intended structure of the organisation. This formal organisation can be used to reflect the structure of the company. You can use them as simple organisational charts, but you can also use the User Structure to manage group membership and role membership. For more information, see User structures on page 49. Linking many users to groups or roles at one time To save you time when configuring your system, you can link many users to a group or role at the same time. You do this by creating a User Query, and then drag that query onto the required group or role so that you can link more than one user to that specific group or role at one time. You can also link groups to users in a similar way. NOTE: The following procedure describes linking Analysts to a specific role. You link other user types in the same way. Remember that roles are related to user types in that you can link only roles of the same user type to each user type. For example, you can link only Analysts to Analyst roles. To link many users to a single group at one time: 1. In the Administration component, expand the User Management tree. (Click.) 2. Expand the Queries Users folders. 47

48 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE 3. Select the required user type folder, for example, Analyst, then on the Actions list, click New Query. The New Filter dialog appears. 4. Type a Title and Description for the filter, for example Analysts in Frankfurt. 5. Select the required Created for option button, then click OK. The Filter Builder dialog appears. 6. From the Attributes tree, drag the required attributes, and then on the Filter tree, click the Criteria node. 7. From the Attributes tree, drag the attribute(s) upon which you want to base the filter, for example, Location. The Criteria dialog appears. 8. Type the required Value, then click OK. 9. On the Filter Builder dialog, click Finish, then click Yes to save your changes. You now have a set of users that you can drag onto a specific group or role. 10. Drag the Query onto the required Group or Role. A message box appears, asking if you want to add the collection of users to the role. NOTE: Remember, you roles are user-type specific. That is, Analysts can have only Analyst roles. 11. Click OK. The Bulk User Linking dialog appears. 12. When the user linking is complete, click to close the dialog. The users that match the filter you created are added to the selected role. 48

49 USER MANAGEMENT User structures User structures are used to show people the intended structure of the organisation. This formal organisation can be used to reflect the structure of the company. You can use them as simple organisational charts, but you can also use the User structure to manage group membership and role membership. Using a user structure you can create a group within a group. For example, within the Development group, there are three sub-groups of Documentation, Testing and Programming. You can also do this by dragging groups onto other groups on the User Management tree. To create a user structure: 1. Start the Administration component. 2. Expand the User Management tree. 3. Select the Structures folder, then on the Actions list, click New Structure. The Structure window appears. 4. Complete the relevant information, then click. You can now add items onto your structure. 5. On the User Management tree, select the new structure, then on the Actions list, click Modify Structure Diagram. 6. Expand the User Management tree to locate the user or group that you want to add to the structure, then drag it onto the diagram workspace. 7. Repeat as required. When you have added all of the required users and groups and roles, you then need to link these items together. NOTE: If you have already linked items together using the User Management tree, then these links are automatically drawn on the structure diagram. 8. Select the starting item. A green box is drawn to highlight the selected item. 9. Position the mouse pointer over the item. The mouse pointer changes to a hand. 10. Click and drag onto the item that you want to link it to. A line is drawn connecting the two items. 11. Release the mouse. The Group Membership window appears. NOTE: If you have already linked the two items together using either the User Management tree or the relevant User, Group or Role windows, then the Group Membership window does not appear, and the link between the two items is automatically drawn on the structure diagram. WARNING: If you remove a link between two items on the diagram, you remove that link. It does not just remove the arrow on the drawing, it removes the link between the two items within Service Desk. To remove a link between items, select it on the diagram, then on the Actions list, click Delete Relationship. 12. Complete the relevant information, then click OK. 13. Repeat as required for your organisational structure, then click. NOTE: You can choose to hide or display sub-groups on the user structure diagram by selecting the relevant option on the Actions list. 49

50 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE Publishing shortcut groups to users, roles and groups To access the different components of Service Desk console, Web Desk or Self Service, you add shortcuts to those components to a shortcut group on the Shortcut bar. You can either do this on an individual basis, or you can define sets of shortcuts for specific users, groups or roles. This means that you can manage which components each user, group or role can access. When you create a shortcut group, you can then publish it to the required users, groups or roles. To create a set of shortcuts to Service Desk components: 1. On the Shortcuts menu, click Manage Shortcuts. The Shortcut Manager dialog appears. 2. At the top of the dialog, select Console Shortcut bar, Web Desk Shortcut bar, or Self Service Shortcut bar as required. NOTE: Console and Web Access Shortcut bars are maintained separately. Changes to Shortcut bars in Web Access do not take effect until you reset IIS. 3. Underneath the Shortcut Groups list, click New Shortcut Group. The New Group dialog appears. 50

51 USER MANAGEMENT 4. Type a name for the group, and the position where you want it to appear. NOTE: To help to distinguish between the different groups, you can specify a different icon to be associated with that group. If you do not specify an icon, but create more than one shortcut group, then you may find that you have to expand each group to see which shortcuts it contains. 5. To specify an icon, click. The Open dialog appears. 6. Select the relevant icon, then click OK. 7. Click OK on the New Group dialog. The group is added to the Shortcut Groups list. You can now add shortcuts to that group. 8. Under the Components list, click Add component. The Component Maintenance dialog appears. 9. In the Select Component list, select the required component, then if required, specify a new name for the component. 10. Complete the properties as required, then click OK. The component is added to the Components list. 11. Repeat as required for all of the components that you want to add to this shortcut group. NOTE: If required, you can change the order of the components on the shortcut bar. To do this, select it in the Components list, then click either Up or Down. You can also change the order of the shortcut groups in a similar way. 51

52 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE 12. Click the Publish Shortcut Groups tab. 13. At the top of the dialog, make sure the required application is selected: Console Shortcut bar, Web Desk Shortcut bar,or Self Service Shortcut bar. 14. In the Publish to list, select User, Group or Role. The list of available items below updates accordingly. 15. Select the relevant users, groups or roles, then click to add them to the Selected Items list. 16. Repeat for other users, groups, and roles as required. 17. Click OK. The shortcut groups are published to the relevant people. User related attributes To help users complete information in the windows you have designed, you can link attributes together, such that only related information is returned to the user. For example, on an Incident window, you have added the Company and Company Contacts controls. When a user selects a value in the Company control, you can see only those contacts that are within the Company. This means that you do not see all of your contacts in this list, you see only those related to the company that you have selected. NOTE: For information about setting up these links, see the Window Manager chapter in the LANDesk Service Desk Suite Designer Guide. Making attributes of a user versionable You may want to make specific attributes of the User business object version controlled, such as their manager, location, or salary. To make an attribute versionable, you must: 1. Create it in Object Designer. 2. Add it to the relevant user window (if it hasn t already been added). 3. Make any changes to the versionable attribute, so that a Versions tab appears (much like in the Configuration Management component). This tab then shows you the change on that tab, and shows you the different versions. 52

53 USER MANAGEMENT There are four different types of user: Account Manager, Analyst, Contact and End User. However, within the database, Contact and End User are children of the User business object, so if you make any changes to the User business object, these changes also appear in the Contact and End User business objects. A similar thing happens if you make changes to the End User, as they have child business objects of Account Manager and Analyst. If you want to avoid this, make the changes to the specific business object themselves. NOTE: The following procedure describes the processes involved in making an attribute versionable in the Analyst business object. WARNING: We recommend that you take a backup of your database before making any changes to your user, because making an object Versionable is one of the few options that cannot be changed after saving the business object. There are two types of versioning: Managed and Automatic. We recommend that you use Managed if you want to use versionable user attributes within the HR module, and Automatic if you are using it elsewhere. If you set Managed, you need to create an HR Activity within the HR module to change the user information. To make an attribute versionable within a User business object: 1. Start the Object Designer component, and on the Business Objects tree, expand the System folder. 2. Expand the End User folder, then select Analyst, then on the Actions list, click Modify Business Object. 3. On the Properties grid within the Version Control group of properties, alongside the Performs Versioning? property, select True. Another property becomes available. WARNING: Take care when selecting this property, as once you have selected it, you cannot change it. 4. Alongside the Type of Versioning? property, we recommend that you select Automatic. NOTE: If you select Managed then you will no longer be able to import information into the User business object. However, if you want to use a versionable user within the HR module, use Managed as you need to create an additional HR Activity to make changes. 5. Click. You can now create the new attribute that you want to make versionable. 6. On the Actions list, click New Attribute. 7. Name the attribute as required, for example Pay Scale. 8. Set the relevant data type, for example String, and set the Max Length for the attribute. 9. At the bottom of the Properties grid, alongside the Attribute under version control? property, select VersionControlled. 10. Click. 53

54 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE The next step is to add the new attribute to the required window. NOTE: For information about adding attributes to a windows, see the LANDesk Service Desk Suite Designer Guide. When you open the Analyst window, notice that a new tab has been automatically added to it: Versions. When you specify a value in a versionable field, the first version is created. When that value is then changed, a second version is changed and so on. 54

55 Service Level Management This chapter describes the processes involved in setting up and maintaining Response Agreements, Operational Level Agreements and Underpinning Contracts, enabling you to provide set levels of service to your users. You can find out about: What is Service Level Management? on page 56 Defining your support hours on page 57 Configuring support hours on page 60 Response levels on page 62 Escalations on page 66 Creating escalation actions on page 68 Agreement rules on page 72 Response agreements on page 74 Operational level agreements on page 77 Underpinning Contracts on page 77 Importing and exporting agreement rules on page 78 Service Level Management settings on page 81

56 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE What is Service Level Management? Your service desk may have agreed defined levels of support. Usually, this takes the form of a maximum response time and a maximum time in which the problem can be resolved. In other situations, the service desk may just need some method for making sure that calls are resolved in an acceptable period of time. Agreements Within Service Desk, there are three types of service agreements. Each are covered in more detail later in this chapter. Response Agreements (RAs) RAs are agreements between the end-user (or customer) and the service desk. For more information, see Response agreements on page 74. Operational Level Agreements (OLAs) OLAs are agreements between the service desk and other internal groups involved in providing support. For example, the service desk could have an OLA with the procurement department detailing how quickly they will arrange the purchase of new hardware. For more information, see Operational level agreements on page 77. Underpinning Contracts (UCs) UCs are agreements between the IT department and external suppliers. For example, you could have a UC with your hardware supplier detailing how quickly new hardware is delivered after receiving a purchase order. For more information, see Underpinning Contracts on page 77. All types of agreement use Response Levels and Escalations. Agreement rules You can configure a set of agreement rules to enable Service Desk to automatically select the correct (or most suitable) agreement according to certain variables. For example, you can specify that a response agreement is determined by configuration, category and user. NOTE: For more information, see Agreement rules on page 72. Response Levels Central to Service Level Management are Response Levels. Response levels define: What the agreed response is resolving all of the issues, getting the user working again, or raising the issue with the relevant department (for the latter two, other Response Levels would be used to manage the further actions needed to resolve the issue fully). By when it needs to be done the turnaround time for the Response Level. What happens if it is not done by the agreed time. Which set of escalations will be used. NOTE: For more information, see Response levels on page 62. Escalations Each Response Level can have any number of escalations at points through and beyond the agreed turnaround time. Each escalation specifies: When it is activated (for example, when the process reaches a named status). The turnaround time for the escalation by when does this need to be done? What indicates that it has been done for example, the process moving to another named status or leaving the status that activated the escalation. NOTE: For more information, see Escalations on page

57 SERVICE LEVEL MANAGEMENT Escalation Actions Each Escalation within a Response Level can have any number of escalation actions. Escalation actions can specify: Notifications messages and destinations for the messages. Reassignments assigning the process to a different person for progressing. Changes in priority. Changes in associated colour as used in the Workload list query. NOTE: For more information, see Creating escalation actions on page 68. Calendars Calendars define the working day against which turnaround times are calculated. You can create different working hours for each day of the week and for holidays. NOTE: For more information, see Defining your support hours on page 57. Defining your support hours If required, you can create any number of calendars. For example, a different calendar for each time zone. For each calendar you can define standard support hours and holidays. NOTE: For more information about time zones, see Time zones on page 58. NOTE: To ensure that your calendars can work across time zones, you need to ensure that you have added the Time Zone Index attribute to the Calendar window. For information about adding attributes to windows, see the LANDesk Service Desk Suite Designer Guide. You can define standard support hours that apply to every day of the week, and also specify exceptions to those support hours. For example, you can define a calendar with standard hours of 09:00 to 18:00, Wednesday hours of 08:00 to 20:00 and Sunday hours of 10:30 to 16:30. Support hours are an important part of service level management, as it indicates the availability of the support. Holidays are dates defined as special cases among normal weekends or weekdays. Usually, they are used to define holidays when special working hours apply. Service Desk uses the list of defined holidays and the current date to determine which set of working hours apply. To create a new calendar: 1. Start the Administration component. 2. On the Service Level Management tree, click the Calendars folder. 3. On the Actions list, click New Calendar. The Calendar window appears. 57

58 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE 4. Complete the relevant information, then click. 5. Specify whether this calendar is your default calendar. You can now add or modify specific holidays and support hours. Time zones Service Desk manages time zones by considering the Time Zone Index, which takes into account Daylight Saving Time. For example, the time zone (GMT) Greenwich Mean Time: Dublin, Edinburgh, Lisbon, London adjusts for daylight saving changes, whereas the time zone (GMT): Casablanca, Monrovia does not adjust for daylight saving changes, although it does have the same offset from GMT. Changing the time zone associations By default, the time zone for a Response Agreement (RA), Operational Level Agreement (OLA) or Underpinning Contract (UC) is associated with the calendar defined on the Response Level. This means that a Response Level s escalation calculations are based on this time zone, irrespective of where the analyst, end-user or configuration items are. You can, however, change this time zone association within Service Level Management. For example, you could add the Time Zone Name attribute to the Configuration Item window, and so associate a time zone with each individual configuration item. Then you could associate the time zone for an RA, OLA or UC with the time zone for the configuration items. This would mean that the Response Level s escalation calculations would be based on the time zone set for the affected configuration items - so you would get different escalations calculated for a configuration item in New York from those for a configuration item in Hamburg, even if they were both logged against the same RA, OLA or UC in London. NOTE: For example, consider a configuration item that has been set to a time zone that is GMT5 and another configuration item that has been set to a time zone that is at GMT. The calendar associated with the OLA is set to start at 0900 and end at 1700, and the time zone for the OLA is associated with the time zone for the configuration item. Two incidents are logged at the same time for both configuration items, at 0900 GMT. 1. LONDON GMT - Support hours 0900 to NEW YORK GMT-5 - Support hours 0900 to 1700 (1400 to 2200 GMT) For the Server at GMT, the one hour escalation is at GMT = 1000; for the Server at GMT-5, the escalation calculation does not start until the local time is 0900 (1400 GMT), therefore the first escalation for this server is at 1500 GMT, or 1000 local time. Both escalations are at the same local time (1000), but not at the same time in GMT. Alternatively, you could associate the time zone for the OLA with the time zone for the calendar defined on the Response Level, and set that time zone to GMT. In this case, the first escalation for both incidents would occur at 1000 GMT (0500 local time for the server in New York). 58

59 SERVICE LEVEL MANAGEMENT In addition, you can specify that a specific time zone is used for specific users, analysts, customers and so on. You can add a time zone attribute to any business object that is used in conjunction with response agreements. This attribute will over rule the time zone that is defined in your calendars. When you create this attribute, it must have a Data Type of Int16 or Int32, and you will need to set a Sub Data Type property of Timezone. For more information about creating attributes, see the LANDesk Service Desk Suite Designer Guide. WARNING: You can set the time zone association at the RA, OLA or UC top level only - you cannot have different time zone associations for different individual RAs, OLAs or UCs. For example, all Incident Assignment OLAs must have the same time zone association. To change the time zone association: 1. Start the Administration component. 2. On the Service Level Management tree, expand the Agreements folder, then the relevant module. 3. Expand the relevant Process or Assignment folder, and then select the relevant agreement type folder, for example, Response Agreements. 4. On the Actions list, click Set Time Zone Attribute. The Set Time Zone Attribute dialog appears. 59

60 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE 5. On the Attributes tree, expand the required branch and click Time Zone Name. The Selected Attribute field updates. 6. Click OK. The Time Zone for all Contracts, Operational Level Agreements or Response Agreements in that folder is associated with the selected attribute. Configuring support hours In addition to specifying holidays, you can specify your core support hours. Escalations and service levels work with these support hours. To configure your support hours: 1. Start the Administration component. 2. On the Service Level Management tree, expand the Calendars folder. 3. Open the required calendar. 60

61 SERVICE LEVEL MANAGEMENT 4. On the Support Hours tab, right-click the required day, then click Modify. 5. Specify the required start and end times, then click Add. The hours are added to the Current Shifts list. 6. Repeat as required for any shifts you might have, then OK. NOTE: To modify a shift, select it in the Current Shifts list, make the required changes then click Modify. To delete a shift, select it in the Current Shifts list, then click Delete. Holidays Holidays are dates defined as special cases among normal weekends or weekdays. Usually, they are used to define holidays when special working hours apply. Service Desk uses the list of defined holidays and the current date to determine which set of working hours apply. To create a new holiday: 1. Start the Administration component. 2. Expand the Service Level Management tree, then open the calendar to which you want to add a holiday. 3. On the Actions list, click New Holiday. 4. The Holiday dialog appears. 5. Type a name for the holiday, and set the date. You can add any number of shifts per holiday, for example 09:00 to 14:00 and 14:00 to 18:00. 61

62 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE 6. Specify the Start time and End time, then click Add. The shift is added to the Current Shifts list. NOTE: To modify a shift, select it in the Current Shifts list, make the required changes then click Modify. To delete a shift, select it in the Current Shifts list, then click Delete. WARNING: Do not add more than one shift to a holiday. 7. Click OK. Response levels A Response Level describes what should be done, how soon, and what will occur if it does not happen in time. This can be expressed either as a set of escalation definitions, or as a process description which will itself contain similar escalation information associated with each status is the process. Service Desk uses Response Levels and escalations to determine how urgent a particular item is. Example Response Level: A B C Response Level STANDARD Turnaround time 8 hours Escalation FIRST RESPONSE Escalation Time 1 hour Escalation PROVIDE WORKAROUND Escalation Time 4 hours (D) Escalation Actions... B1-10 minutes before breach - Notify Assignee B2 - At Breach - Raise priority B3-30 minutes after breach - Reassign B4-30 minutes after breach - Notify Group C1 - After 75% - Raise priority C2 - At Breach Time - Raise Priority C3 - At Breach Time - Notify Assignee C4 - At Breach Time - Notify Account Manager The Response Levels you create, and their associated escalations and escalation actions can be combined and used in a variety of ways, to meet a number of business requirements, as detailed below. Response Agreements (RAs) RAs are agreements between the end-user (or customer) and the service desk. 62

63 SERVICE LEVEL MANAGEMENT Operational Level Agreements (OLAs) OLAs are agreements between the service desk and other internal groups involved in providing support. For example, the service desk could have an OLA with the procurement department detailing how quickly they will arrange the purchase of new hardware. Underpinning Contracts (UCs) UCs are agreements between the IT department and external suppliers. For example, you could have a UC with your hardware supplier detailing how quickly new hardware is delivered after receiving a purchase order. Using agreements to ensure agreed levels of support The combination of Response Agreements (RAs), Operational Level Agreements (OLAs) and Underpinning Contracts (UCs) helps you to manage the provision of the agreed level of support to the people that matter most the supported end-user community within your organisation. For example, if your procurement department can agree an Underpinning Contract with their suppliers to deliver hardware within two working days of receiving a purchase order, then your service desk can agree an Operational Level Agreement with the procurement department to receive required hardware within three working days of submitting the request, and can agree a further Operational Level Agreement with hardware support to provide working hardware within four working days of being assigned the call. This then enables the IT support department to agree a Response Agreement with the business of providing operational new hardware within a week of the request being logged. Example To demonstrate some of the principles of service level management, consider a typical IT support process, where the service desk receives a request for a new PC. The Service Desk allocates the user a temporary PC, and assigns the incident to Hardware Support. Hardware Support raises a Purchase Requisition and the Procurement department then places an order with a supplier. When the PC is received, it is set up by Hardware Support and the Service Desk closes the incident. 1. Is the Response Agreement with the customer, specifying the turnaround time for the resolution of the incident? 2. Is the Escalation added as part of the process, not as part of the Response Agreement? 3. Is the Operational Level Agreement between the Service Desk and Hardware Support, where Hardware Support agrees to provide a commissioned PC within a set time of receiving the request? 4. Is the Operational Level Agreement between the Service Desk and Procurement, where Procurement agrees to provide a PC to Hardware Support within a set time of receiving the Purchase Request? 5. Is the Underpinning Contract agreed with the supplier to provide the PC to Goods In within a set time of receiving the order? Creating a new Response Level There are three types of agreements: Response Agreements, Underpinning Contracts and Operational Level Agreements. Each agreement is linked to one or more Response Levels, then each Response Level is linked to one or more escalations, and each escalation can have one or more escalation actions. NOTE: For more information about the different types of agreements, see Response agreements on page 74. To create a new Response Level: 1. Start the Administration component. 2. On the Service Level Management tree, expand the Agreements folder, then the relevant module. 63

64 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE 3. Expand the relevant process, for example Change or Task. 4. Click the Response Levels folder, then on the Actions list, click New Response Level. The Response Level window appears. 5. Complete the relevant information, and select the process to which you want to link this Response Level. 6. Click. You now need to add escalations to your Response Level. NOTE: When you have created a number of response levels for a process, you can use the Set as Default action to specify which is used when no response level has been set specifically in any other way. NOTE: For detailed information about escalations, see What is Service Level Management? on page 56. For information about creating a new escalation, see Creating escalations on page 66. Copying Response Levels and Escalations You copy Response Levels and Escalations in the same way. When you copy a Response Level, all of its escalations and escalation actions are copied, along with the specified Calendar and Turnaround Time. The ID, Name and Description are not copied. When you copy an Escalation, again, all of its actions are also copied, and all of the other relevant information is also copied. The only items not copied are the Name and Description. 64

65 SERVICE LEVEL MANAGEMENT To copy a Response Level: 1. In the Administration component, expand the Service Level Management tree ( ). 2. Expand the Agreements folder, and the required module folder, then select the Response Level that you want to copy. 3. On the Actions list, click Copy Response Level. When you copy a Response Level, all of its escalations and escalation actions are copied, along with the specified Calendar and Turnaround Time. The ID, Name and Description are not copied. 4. Specify a new ID, Name and Description, then click. 65

66 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE Escalations An escalation is a point in time by when a certain action associated with a process must be taken, otherwise the system escalates it. Escalation is one of the key actions defined when a potential breach of a Response Level agreement is identified. Within the Response Level agreement, the notification and escalation paths are outlined for specific services. To be effective, actions rely on notifications. If a service nears a breach of the Response Level agreement, then the threshold is highlighted and the action is initiated. If, however, no one is notified of the action, then it is likely that nothing will be done to manage the potential breach. If there is no defined response within a defined time scale, the notification and the subsequent action should also trigger the escalation process. When a user has completed the action specified in the process, escalations are said to be completed. When you create an escalation you can define the following: The time that the escalation will breach. A message to send if the escalation is breached (optional). The new priority for the process if the escalation is breached. The new colour if the escalation is breached. To whom you want to reassign the process if the escalation is breached. An escalation can be associated with defined statuses within a process, therefore, you can add escalations only to items that are used within a defined process. Escalations are usually used to ensure that certain actions are taken. These might include sending engineers out on site, telephoning the customer, or ordering replacement equipment. Escalations are also useful for warning of an impending breach of Response Levels. NOTE: Each time the Service Desk Background Service runs, a maximum of 1000 escalations are processed. For information about configuring this service, see the LANDesk Service Desk Suite Setup Guide. NOTE: Processes can each have their own escalations. In addition, Assignments, Tasks and Task Assignments that are linked to those Processes can have their own escalations. If the escalations of the Assignments, Tasks or Task Assignments breach later than those of the Processes, then an escalation conflict is indicated with the following icon:. Creating escalations An escalation includes: What activates the escalation the arrival at a specific status or status type in a process. When it should be done the escalation time. What indicates completion arrival at, or departure from a status or status type. What occurs if it does not happen in time the escalation actions. When you create an escalation, you can specify turnaround times, escalation actions and so on. When you add an escalation to a Response Level, you then specify which statuses (or status types) are linked with the escalation. For more information about creating Response Levels, see Response levels on page 62. NOTE: An escalation starts when a specific status is reached in a process, and each status has a status type of Start, Completion, End or Other. As you can create custom statuses, you may need to specify that the escalation is activated by a specific status type. Custom statuses cannot have the status type of Start). 66

67 SERVICE LEVEL MANAGEMENT To create a new escalation: 1. Start the Administration component. 2. On the Service Level Management tree, open the required Response Level. 3. On the Actions list, click New Escalation. The Escalation dialog appears. 4. Type a name for the escalation and the time in hours and minutes. 5. Specify the type of escalation, and then the status (or status type) at which the escalation is activated. NOTE: There may be times when a Process needs to be returned to the Activation Status. If this is the case, then you can specify that the existing escalations are reused (as opposed to restarted). That is, the clock continues the escalation. If you do not select this check box, then escalations are restarted completely. 6. Complete the relevant information. You now need to add at least one escalation action. For more information, see Creating escalation actions on page

68 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE Creating escalation actions You can define what happens when an escalation has been breached. You do this by specifying escalation actions. These actions can be specified to occur as a period (hours/minutes) before or after the due time. There are four types of escalation action. They are: Reassign Reassigns the object to a predefined analyst, group or role. Change priority Changes the priority to a given value. Change colour Changes the colour of the process within the Workload List. Notification Sends a notification message to one or more analysts, groups, roles or address. Depending upon the type of escalation action you have chosen, you need to specify different information. To create a set of escalation actions: 1. In the Administration component, on the Service Level Management tree, open the required Response Level. 2. Select the relevant Escalation, then on the Actions list, click Modify Escalation. The Escalation dialog box appears. 3. At the bottom of the Escalation Actions group box, click New. The Escalation Action dialog appears. 4. Select either the % time of Escalation Time or the Time Interval option button. 68

69 SERVICE LEVEL MANAGEMENT 5. If required, set the Order. The standard process objects within Service Desk (for example, Incident, Problem, and Change) have an attribute called Order. If you set the Order, the order on the processes will be updated to this value. 6. If required, select the Is Breach? check box to indicate that this escalation has breached if it reaches this stage. NOTE: All objects that can have escalations associated with them have an attribute called Breach Time added to them that stores the object's breach time as a date/time field. This value is maintained by Service Desk, taking into account Stop/Start Clock actions, changes in response level, and so on. You can use this attribute in queries and reports. 7. In the Select the required action types group box, select the check boxes for the action types that you want to create for this escalation. NOTE: Notice that as you select a check box a different area of the dialog box becomes available. If you select all of the check boxes, then all of the items in the dialog box are available for you to complete. The available options are different according to which Action Type you have selected. Reassign This enables the Assignment Details group box. You need to specify the relevant analyst and/or group and/or role to whom you want to assign the object that has the escalation. Change Colour This enables the Colour Details group box. You need to specify the relevant colour. This colour will be reflected in the Workload list. To select the colour, click the Colour list, and select the required colour from the Color dialog box. Click OK. Notification This enables the Notification Details check box. You need to specify the subject and details that you want to appear in the notification message. You then need to select to whom you want to send this notification message. You can include current data in your notification text. In the Subject or Body box, position the cursor where you want to insert the data, then in the Place holder list, select the relevant item. 69

70 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE NOTE: You are not limited to the items listed in the Place holder list. You can add any place holder as long as it is written in the correct format. For example, you could add {Process/RaiseUser/_Comment}. You can limit the number of characters returned in the place holder by specifying the required number of characters after a colon within the place holder. For example, {Process/RaiseUser/_Comment:20} returns the first 20 characters of the Comment attribute on the RaiseUser object. Change Priority This enables the Priority Details group box. You need to specify the relevant priority. This is the priority that the object that has the escalation will change to. 8. Click OK to save the information you have specified, then click OK on the Escalation dialog box. NOTE: To modify an escalation action, select it in the Escalation Actions list, then click Modify. Make the required changes, then click OK. NOTE: To delete an escalation action, select it in the Escalation Actions list, then click Delete. If the Response Level is being used, you are asked if you want to cancel any outstanding escalation points associated with the escalation action. If you click Yes, any outstanding escalation points associated with the escalation action you are deleting are canceled and will not breach. If you click No, any outstanding escalation points associated with the escalation action will still breach as appropriate. In both cases, the escalation action will be removed from the escalation and will not be applied to future Incidents. Specifying a runtime value for an escalation notification In addition to sending notifications to specific people, roles or groups, you can specify a runtime value for the notification. For example, you may choose to send a notification to the current assignee s Line Manager. You can select runtime values for Users and Groups only. NOTE: These are in addition to the current options to notify Assignee, Originator, Customer, Supplier, Group, Role, User and a specific address. To specify a runtime value for an escalation notification: 1. Start the Administration component. 2. Expand the Service Level Management tree, then open the required Response Level and Escalation. 3. In the Select required Action Types group box, select the Notification check box. The Notification Details group box becomes active. 4. In the Notification Recipients list, select either User or Group, then right-click the box alongside this list, then click Value Type. 5. Select the Specify a runtime value for control option button. 70

71 SERVICE LEVEL MANAGEMENT 6. On the tree, select the required check box. For example, if you want to notify the parent group of the group to which the process has been assigned, then expand the Current Assignment and Group nodes and select the Parent Group check box. Notice that check boxes for the aforementioned nodes are automatically selected, and that the runtime path is completed. 7. Click OK, then click Add. The value is added to the Recipients list. 8. Repeat as required, then click OK, then click OK on the Escalation dialog. Copying Escalations and their actions Like Response Levels, you can copy escalations and their associated actions. This is useful if you want to add additional escalations and make minor modifications to them. To copy an escalation and its actions: 1. Within the Administration component, open the required Response Level. 2. On the Service Level Management tree, expand the Response Level, and select the Escalation that you want to copy. 71

72 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE 3. On the Actions list, click Copy Escalation. The Escalation dialog appears. The Name and Description boxes are blank. 4. Complete the Name and Description as required, and make any necessary changes, then click OK. Copying Escalation Actions You can add many Escalation Actions to an Escalation, and you may want to create more than the four that you can create at one time. To copy an Escalation Action: 1. Within the Administration component, open the required Response Level. 2. On the Service Level Management tree, expand the Response Level, and open the Escalation that contains the actions that you want to copy. 3. In the Escalation Actions group box, select the required action in the list, then click Copy. The Escalation Action dialog appears. 4. Make the necessary changes to create the new Escalation Action, then click OK, then click OK on the Escalation dialog. Agreement rules You can configure a set of agreement rules to enable Service Desk to automatically select the correct (or most suitable) agreement according to certain variables. For example, you can specify that a response agreement is determined by configuration item, category, and user. To do this, for each agreement type, you create a set of rules, and specify by which attributes those rules are followed. Once the agreement rules have been implemented, when a user completes an Incident, Task, Assignment, or other process, and a value is entered into one of the variation attributes, the most suitable Response Level is calculated. This Response Level then automatically appears in the Response Level list. A user can override these values if required. NOTE: If required, you can choose to ignore the agreement rules when completing an Incident, Problem, Change, Call, Task or Assignment. To do this, you need to ensure that you have added the Ignore Agreements attribute (as a check box) to the required window. For more information about adding attributes to windows, see the LANDesk Service Desk Suite Designer Guide. 72

73 SERVICE LEVEL MANAGEMENT Variation attributes NOTE: We recommend that you configure the required variables before creating an agreement. NOTE: The following procedure describes adding variation attributes to Contracts. You add them to Response Agreements and OLAs in a similar way. To add variation attributes to a contract: 1. In the Administration component, expand the Service Level Management tree. 2. Expand the Agreements folder, and then the required module and business object folders. For example, the Change Management\Task Assignment folders. 3. Select the Contracts folder, then on the Actions list, click Manage Variation Attributes. The Manage Agreement Variation Attributes dialog appears. 4. On the Attributes list, locate the attributes by which you want to define the agreement, then drag them onto the Variations list. Repeat as required. NOTE: To remove an attribute, select it on the Variations list, then click Remove. 73

74 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE 5. Click OK. You create the rules after you have created the agreement. Response agreements Response agreements, and the processes associated with them, provide a method for introducing and implementing reasonable expectations between you and the customers you support. They establish a twoway accountability for support, which is negotiated and mutually agreed upon. Response agreements can go far towards building credibility for your organisation because they show how serious you are about providing support. Service Desk enables you to create response agreements that, for example come into force for particular customers, assets, and categories. When you create a response agreement, you can specify which attributes (customers, assets and so on) that you want to include. For more information, see Variation attributes on page 73. To create a response agreement: 1. Start the Administration component. 2. On the Service Level Management tree, expand the Agreements folder, then expand the required module. For example, Change Management. 3. Expand the relevant business process, for example, Change. 4. Select the Response Agreements folder, then on the Actions list, click New Response Agreement. The Response Agreement window appears. 5. Complete the relevant information, for example, the name and description. 6. On the Actions list, click Manage Groups. The Customer dialog appears. 7. In the Available Items list, select the relevant customer, then click. The customer is added to the Selected Items list. 8. Repeat as required. 74

75 SERVICE LEVEL MANAGEMENT NOTE: You can also double-click a customer to add it to the Selected Items list. Click to add all customers. To remove a customer from the Selected Items list, either double-click the customer, or select it, then click. To remove all, click. 9. Click OK. 10. Click. NOTE: To delete a response agreement, select it in the Service Level Management tree, then on the Actions list, click Delete Response Agreement. Creating the rules When you have defined which attributes are included in the agreement rules, you need to specify the exact values that comprise these rules. NOTE: The following procedure details setting the agreement rules for a Response Agreement. You set agreement rules for OLAs and UCs in a similar way. NOTE: If your rules include categories, then you can choose to use or not use Exact Match Categories. That is, if you use Exact Match, then the first rule that matches that category including all its sub-categories is used. If the sub-categories do not match, then that rule will not apply. If you use Exact Match categories, you must specify rules for all of the category levels. To create an agreement rule: 1. On the Service Level Management tree, select the Contracts folder, then on the Actions list, click Manage Rules. The Agreement Rules list appears in the workspace. NOTE: If your agreement rules list contains many entries it is displayed on several pages. Standard paging controls at the bottom of the page enable you to move through the list. The number of rows on each page is set using the Default Query page size property in the System Settings. NOTE: You can filter the rules list using the drop-down lists at the top to display only those rules that you are currently interested in. 2. If you have existing rules, on the Agreement Rules list, select where you want to insert then new rule. 75

76 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE 3. On the Actions list, click New Rule. The Create New Agreement Rule dialog appears. 4. Select the relevant group. NOTE: The only groups that appear in this list are those relevant to the agreement type, and that have been added to the agreement. For example, for a Response Agreement, the groups that appear are Customers. For a UC it would be Suppliers, and for OLAs it would be Support Groups. 5. Select the required values for the variation attributes that you have set up, then select the Response Level that you want to apply to this rule. NOTE: If you already have a list of agreement rules and want to add a new rule in a specific place on the list, then select the Insert rule before selected check box. When you click OK, this rule is added above the currently selected rule on the list. 6. If required, clear the Use the default setting... check box, and select the required option button for exact match category rules. 7. Click OK. The rule is added to the bottom of the Agreement Rules list. NOTE: The rule at the top of the list is the most likely to be used, so it is important that you ensure that the order of the list of rules is correct.to move rules up or down, select them in the list, then click either Move Up or Move Down. WARNING: Take care when moving a rule in an agreement rules list that has filters applied to it. Be aware that you could be moving the rule further than it appears because you may be moving it past rules that are currently hidden in the list. 8. If required, on the Actions list, click Use Exact Match Categories. 9. At the bottom of the Agreement Rules list, add a rule that specifies a Response Level, but no Customer or variation attributes. This Response Level with then effectively be the default response level that is used if no combination of variation attributes are met. 76

77 SERVICE LEVEL MANAGEMENT Operational level agreements Operational level agreements (OLAs) are agreements between the service desk and other internal groups involved in providing support. For example, the service desk could have an OLA with the procurement department detailing how quickly they will arrange the purchase of new hardware. OLAs can have one or more Response Levels, which in turn can have one or more escalations and escalation actions. For more information about Response Levels, see Response levels on page 62. For more information about escalations,see Escalations on page 66. You can configure OLAs to follow specific agreement rules. For more information, see Agreement rules on page 72. To create an OLA: 1. Start the Administration component. 2. On the Service Level Management tree, expand the Agreements folder, then expand the required module. 3. Expand the relevant business process, for example, Task Assignment. 4. Select the Operational Level Agreements folder, then on the Actions list, click New Operational Level Agreement. The Operational Level Agreement window appears. 5. Specify a name and description, then, if applicable, specify the start and end dates for the operational level agreement. 6. Click. You can add the support groups that you want to apply this agreement to, and any specific configuration items and categories that you want to use it. 7. On the Actions list, click Manage Groups. The Support Group dialog appears. 8. In the Available Items list, select the relevant support group, then click. The support group is added to the Selected Items list. 9. Repeat as required. NOTE: You can also double-click a support group to add it to the Selected Items list. Click to add all support groups. To remove a support group from the Selected Items list, either double-click the support group, or select it, then click. To remove all, click. 10. Click OK. 11. Complete the relevant information, then click. Underpinning Contracts In Service Desk, an Underpinning Contract (UC) embodies an agreement between the yourselves and your suppliers to deliver support at specified times of the day. Penalties can also be involved when this agreement is breached. UCs are based on one or more Response Levels, support hours and calendars which define the working day in which support calls are accepted (bank holidays and weekends are treated as special cases), and the required turnaround time for the call to be resolved. To create a new Underpinning Contract: 1. Start the Administration component. 2. On the Service Level Management tree, expand the Agreements folder, then expand the required module. 77

78 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE 3. Expand the relevant business process, for example, Task Assignment. 4. Select the Contracts folder, then on the Actions list, click New Contract. The Contract window appears. 5. Specify a name and description, then if applicable, specify the start and end dates for the contract. 6. Click. You can add the suppliers that you want to apply this agreement to, and any specific assets that you want to use it. 7. On the Actions list, click Manage Groups. The Supplier dialog box appears. 8. In the Available Items list, select the relevant supplier, then click. The supplier is added to the Selected Items list. 9. Repeat as required. NOTE: You can also double-click a supplier to add it to the Selected Items list. Click to add all suppliers. To remove a supplier from the Selected Items list, either double-click the supplier, or select it, then click remove all, click. 10. Click OK. 11. Complete the relevant information, then click. NOTE: You can now add any agreement rules as required. For more information, see Agreement rules on page 72.. To Importing and exporting agreement rules You can, if required, create or modify your agreement rules using a spreadsheet and then import the rules into Service Desk. This can be particularly useful if you have a large number of rules to manage. NOTE: A convenient method for ensuring the spreadsheet you import from has the correct columns is to create a single rule in Service Desk's Administration component and then export that rule. You can then add the rest of your rules to the exported spreadsheet. To export agreement rules: 1. In the Administration component, expand the Service Level Management tree. 2. Expand the Agreements folder, then expand the required module. 3. Expand the relevant business process, for example, Incident. 4. Select the Response Agreements folder, then on the Actions list, click Manage Rules. The Agreement Rules list appears. 78

79 SERVICE LEVEL MANAGEMENT 5. On the Actions list, click Export Rules. The rules are exported and Microsoft Excel opens displaying your agreement rules. After you have made the required changes in Microsoft Excel, you can import the agreement rules into Service Desk. WARNING: Before you import your agreement rules, we strongly recommend that you back up your database. NOTE: You must create a connection to the spreadsheet before you can import the agreement rules. To import agreement rules: 1. Using the Data Connection component, create a connection to the Excel spreadsheet, and configure the connection type. NOTE: For more information, see Connections on page In the Administration component, open the relevant Agreement Rules. 3. On the Actions list, click Import Rules. The Import Agreement Rules dialog appears. 79

80 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE 4. In the Module list, select the name of the connection that you created to the Excel spreadsheet. 5. In the Business Object list, select Rules. 6. In the Sort by column list, select the column by which you want to sort the agreement rules. Typically this would be Row as you want to import the agreement rules in the correct order. 7. In the Import Mappings group box, specify the Source Columns that map to the Agreement Rule Columns. 8. Click Advanced. The Advanced Settings dialog appears. 9. Set the Read transaction size, Delete transaction size, and Write transaction size. NOTE: In most circumstances you will not need to change these values. These values correspond to the number of rows that Service Desk will process at a time. If you make these values smaller, the import will take longer, as Service Desk reorders the records after each transaction completes. If you make the values too large, Service Desk may be unable to process the individual transactions before the system times out. The default values work well for most systems. To reset to the default values, click Use Default. 10. In the Error Logging group box, select either Show all errors, or Stop after the following number of errors, then set a number of errors. When importing from a spreadsheet, it is easy to make a single mistake in the spreadsheet that results in a large number of errors when importing. The Stop after option is useful in this situation. 11. In the Test Results File field, enter the name of the text file that you want to use to record the error messages. New error messages are appended to the end of the existing file. 12. Click Test. The Agreement Rules are tested to confirm that the mappings are correct. NOTE: If errors appear, you need to ensure that the business object that you are trying to import actually exists within your database. If you need to adjust your mappings, click Back and make the required changes. 13. When all of your rules reach the status of OK, click Import. WARNING: A warning message appears, telling you that all old rules will be deleted. When you import agreement rules, your existing rules are replaced with the rules that you are importing. NOTE: Any entries that are marked as errors are not imported. In certain circumstances, for example, the spreadsheet can have empty rows that result in a set of blank entries at the top of the list. 14. Click OK. When the rules have been successfully imported, a message box appears. 80

81 SERVICE LEVEL MANAGEMENT NOTE: When importing updated agreement rules, it appears that more records are imported than are deleted. This is because when the agreement rules are deleted, all of their variation attributes are deleted at the same time. During the import, however, each agreement rule and all of the variation attributes for each agreement rule are imported. 15. Click OK. The Agreement Rules list is updated. Service Level Management settings When you have created the required agreements, Response Levels, escalations and escalation actions, you need to configure a number of system settings. To configure the SLM system settings: 1. On the Settings menu, click System. The System Settings property grid appears. 2. Expand the Service Level Management Settings property, then specify the required properties: Escalation Poll Interval The Interval, in seconds, between the occasions when Service Desk monitors escalations. Expiry Notification Default Subject Text The default text used for the subject of an expiry action notification. Expiry Notification Default Message Text The default text for the body of an expiry action notification. 3. Click. 81

82 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE 82

83 Categories and lists This chapter describes the concepts and the procedures involved in creating and maintaining categories and sub-categories. You can find out about: What are categories? on page 84 Setting up categories and sub-categories on page 85 Importing and exporting categories on page 87 Reference lists on page 90 Ordered lists: severities, urgencies and priorities on page 91

84 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE What are categories? Categories enable you to classify various levels of detail about the common processes that your organisation handles while you log and progress these processes. Each category can have any number of sub-categories, depending upon the level of detail required. For example, you can create corresponding categories and sub-categories to specify more detail for the Incident category. You might create categories of Hardware and Software, and relevant sub-categories for each of those to classify further information, as illustrated below: Category type Category Sub category 1 Sub category 2 Incident Category Hardware Software Performance Faulty Purchase Faulty How to use New Upgrade Install Operating System Renew licenses Upgrade operating system Categories are special types of business objects that you create and maintain using the Categories tree on the Administration component. Using categories can help you to produce accurate reports, which can identify trends and resolve any recurring issues. Categories are also useful for keeping terminology consistent when classifying processes, rather than relying upon the interpretation of the analyst. NOTE: For example, if two analysts logged Problems about a complex system failure, without categories they can give only their own interpretation of the Problem. You create and maintain the category structure using the Categories tree. Each level of the tree defines a different level for the relevant category. You can create categories and sub-categories at any time if you have the associated privileges. You can create categories only for the existing category types. Before you can create a sub-category, a parent category must exist. Category names must be unique, unless they exist at different levels. NOTE: We recommend that you do not define too many categories in case the process logging procedure becomes too complicated. However, you often need to create additional categories that are identified when you have used Service Desk for a period of time. 84

85 CATEGORIES AND LISTS Setting up categories and sub-categories Categories and sub-categories are organised in a hierarchical structure underneath their relevant category type folder in the Categories tree. Creating a category business object Before you can create a category, you must have created the relevant Category business object. You do this in the Object Designer component. To create a category business object: 1. Start the Object Designer component. 2. In the Business Objects tree, select the relevant module, then on the Actions list, click New Business Object. A message box appears. 3. Click Yes. The Behaviour Selection dialog appears. 4. In the Available Items list, select Category (Creation Only), then click, then click OK. 85

86 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE 5. Type a name for the business object. In the Data Type list, select String and in the Max Length property type the maximum length of letters that you want the categories to have. 6. Click. A message box appears. 7. Click Yes. 8. In the Attributes tree, select the business object, then on the Actions list, click New Attribute. 9. Add any other attributes if required, then click to save the changes you have made. NOTE: You now need to create a window for this object. For information about creating windows, see the LANDesk Service Desk Suite Designer Guide. Creating new categories and sub-categories To create a category or a sub-category: 1. In the Administration component, expand the Categories tree. A list of existing category types appears. 2. Select the relevant category type folder, for example Change Category, then on the Actions list, click New Change Category. The Category window appears. 3. Complete the relevant details, then click. The new category appears in the Category Tree below its parent category type. NOTE: You can create any number of sub-categories, depending upon the level of detail required. To create a subcategory, right-click the relevant category or sub-category, then click New Change Category. Maintaining categories and sub-categories As well as creating categories and sub-categories, you can delete, move or modify categories and subcategories. NOTE: If you want to delete a category, you must first delete all of its sub-categories. Deleting obsolete categories and sub-categories from the database prevents users from selecting them by mistake within your processes. To delete or modify an existing category: 1. In the Categories tree, right-click the relevant category or sub-category, then click Delete Category or Modify Category as required. 2. If you are modifying the category, make your changes, then click. To move a category: 1. In the Categories tree, select the node that you want to move. 2. Drag it to its new location. You are asked to confirm that you want to move the category. NOTE: You cannot drag categories between modules or category types (for example, you cannot drag an Incident Closure category into the Incident Resolution branch). 86

87 CATEGORIES AND LISTS Knowledge Domains If you are using Active Knowledge, you can categorise the items within the Active Knowledge database, preventing or enabling specific groups seeing information within Active Knowledge. For example, you may want to prevent all groups apart from HR seeing information about salary and bonuses. You create these categories within the Knowledge Management folder on the Categories tree. NOTE: For information about configuring the knowledge domains for groups, see Specifying the knowledge domains for groups on page 23. For information about Active Knowledge, see the LANDesk Service Desk Suite Knowledge Management Guide. To create a knowledge domain category: 1. In the Administration component, expand the Categories tree. 2. Expand the Knowledge Management folder, then select the Knowledge Domain Category folder. 3. On the Actions list, click New Knowledge Domain Category. The Knowledge Domain Category window appears. 4. Specify a name for the category and if required, specify any additional information. 5. Click. 6. Repeat as required. NOTE: You can create any number of categories and sub-categories. However, to keep it manageable, we recommend creating no more that 4 levels. Importing and exporting categories You can import categories into Service Desk from Microsoft Excel. This is particularly useful if you have to create a lot of categories, and instead of completing a new category window each time, you can enter them in a database or spreadsheet and then import them into Service Desk. In addition, you can export your categories into Microsoft Excel. Before you can import data into Service Desk, you must first create the required business objects, attributes and windows into which you want to import your existing items using the Object Designer and Window Manager components. 87

88 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE NOTE: The following procedure describes importing a set of categories into Service Desk. You import reference lists, ordered lists and groups in a similar way. Ordered lists are imported in rank order. The Action is called Import Wizard for reference lists, ordered lists and groups, and called Import Category for categories. To import categories into Service Desk: 1. Start the Administration component, and expand the Categories tree. 2. Expand the relevant Module folder, then select the required Category Type folder, for example Incident Management Category. 3. On the Actions list, click Import Category. The Category Import Wizard starts. 4. Select the Excel Version that you want to import from, then alongside the File Name box, click. The Open dialog appears. 5. Select the required Excel file, then click Open. 88

89 CATEGORIES AND LISTS 6. Click Next. 7. In the drop down list, select the Excel Sheet which contains the categories that you want to import, then click Finish. The categories are imported. 8. Click to close the Import dialog box. Exporting categories If required, you can export your categories to a Microsoft Excel spreadsheet. You must have Microsoft Excel installed to be able to do this. To export categories to Microsoft Excel: 1. Within the Administration component, expand the Categories tree. 89

90 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE 2. Expand the relevant module folder and select the required Category folder. For example, Incident Management Category. 3. On the Actions list, click Export to Excel. The category and all of its sub categories are exported to Microsoft Excel, and the application opens automatically. 4. Save the spreadsheet as required. Reference lists Reference lists enable you to create lists of similar items that do not have a hierarchy, such as titles, colours or languages. Some reference lists are provided by default. You can create new reference lists by creating a new business object with the Behaviour set to Reference using the Object Designer. You then need to design a window for the new object using the Window Manager to enable you to populate the new list. NOTE: For information about creating objects and windows for reference lists, see the LANDesk Service Desk Suite Designer Guide. Populating a reference list You use the Administration component to populate the items in the reference list. To create a reference list: 1. In the Administration component, expand the Reference Lists tree: 2. Select the folder of the required reference type, for example Location, then on the Actions list, click New Location. The Reference List window appears. 3. Type the relevant information, then click. NOTE: You can also delete or modify the listed reference list items using the Actions list. 90

91 CATEGORIES AND LISTS Ordered lists: severities, urgencies and priorities When an analyst logs a process, they can assign a severity, urgency and priority to the process, or to tasks within the process. These are examples of ordered lists. NOTE: For information about creating other ordered lists, see the LANDesk Service Desk Suite Designer Guide. Severities rank the business impact of the process or task. They determine the significance of the issue to the business. Urgencies rank how immediately a process or task must be done. Together, severities and urgencies help you to determine the priority of the process or task. Priorities establish the order of importance. They determine which processes and tasks take precedence over others. Populating an ordered list You create and maintain severities, urgencies and priorities using the Ordered Lists tree in the Administration component. Ordered lists are displayed according to rank as opposed to alphabetically. Once you have created your ordered list, you can move the items up or down accordingly. NOTE: The following procedure tells you how to create a Priority. You create other ordered lists in the same way, however, the terminology used in the Actions list will change. To create a severity, urgency or priority: 1. In the Administration component, expand the Ordered Lists tree ( ). 2. Select the relevant folder, for example, Priority, then on the Actions list, click New Priority. The Priority window appears. 3. Complete the relevant details, then click. NOTE: To delete a priority, select it, then on the Actions list, click Delete Priority. Similarly, if you want to modify a priority, select it, then on the Actions list, click Modify Priority. 91

92 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE 92

93 LANDesk Service Desk Mail This chapter describes the processes involved in configuring LANDesk Service Desk Mail and how Service Desk handles inbound and outbound s. You can find out about: Inbound and outbound on page 94 Mapping message attributes to business object attributes on page 95 Configuring a mail box for each mapping on page 98 Inbound Action Settings on page 99 Inbound user settings on page 103 Setting up Mail for outbound on page 104 Configuring Mail to include CC recipients in replies and notifications on page 106 Sending a report with assignments and reminders on page 109 Using Mail on page 110

94 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE Inbound and outbound Inbound s are those s that Service Desk receives, which automatically create or update your defined processes. You can choose to send a response to an inbound to confirm if it was successful or not. Outbound s are those s that are automatically sent in response to inbound , confirming the success of the inbound , or containing a requested status report. Outbound is also sent to notify the relevant people of reminders, assignments or escalations. NOTE: When an end user sends you an , all of the formatting that the contains is preserved, including images, tables and other text formatting. You can configure: The profile that LANDesk Service Desk Mail uses, and where any attachments and reports are stored How Mail handles s that it cannot recognise Which stages of the process are controlled by Mail Who can activate a process using Mail Which reports are sent using Mail NOTE: For information about associating addresses with users, see Associating addresses with users on page 18. Setting up Mail for Inbound There are a number of elements involved in setting up LANDesk Service Desk Mail: 1. Create a new Mapping that maps the attributes to the process attributes. For more information, see Creating a new mapping for inbound on page Set up a separate Service Desk mail box for each Mapping that you created. For more information, see Configuring a mail box for each mapping on page Specify what actions are taken when inbound is received. For more information, see Inbound Action Settings on page Specify how senders of inbound s are recognised and handled. For more information, see Inbound user settings on page Set up outbound , which, if required, includes attaching or embedding reports. For more information, see Outbound reports on page Start your inbound and outbound services. For more information,see Using Mail on page 110. NOTE: Mail events are recorded in the Microsoft Event Viewer Application Log. For more information, refer to your Microsoft documentation. The procedures in this chapter assume that you have already created the relevant processes if you are intending to use processes that are not currently supplied. 94

95 LANDESK SERVICE DESK MAIL Mapping message attributes to business object attributes Before you can use LANDesk Service Desk Mail to process your inbound s, you first need to set up how you want to map information from the message attributes to attributes in the Incident, Problem, Change and Call processes. NOTE: For information about creating processes, see the Process Designerchapter in the LANDesk Service Desk Suite Designer Guide. For information about modifying business object and attributes, see the Object Designerchapter in the LANDesk Service Desk Suite Designer Guide. Creating a new mapping for inbound You can map inbound attributes to the attributes of any existing process in Service Desk. For example, you can map the inbound Title attribute to the Incident Summary attribute. If you have created any templates against the selected process module (for example, the Incident module), then you can also specify which template you want to use in conjunction with the process. NOTE: You must first create the templates using the Template Designer component before you can select them in Mail. For information about Templates, see the LANDesk Service Desk User Guide. Information is copied according to the mapping action that you set up. There are three mapping actions to choose from: Mapping Action Type Icon Transfers the information to the required attributes... Map only on creation Map only on update Map on both only when the process is first created by the inbound . each time an inbound updates the relevant Process. when the process is first created by inbound , as well as every time an inbound updates the process. NOTE: You can change the mapping action using the Actions list after you have created a new mapping. To create a new mapping: 1. Start the Mail component ( ). 2. On the Setup tree, click the Mappings folder, then in the Actions list, click New Mapping. The Mapping window appears. 3. Type a relevant Title for the new mapping, then in the Process list, select the existing process against which you want to map attributes. 4. If required, in the Template list, select the relevant template. The Business Attributes list updates. If the template populates any of the listed attributes with default information, then a green tick appears alongside that attribute. For example: 95

96 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE NOTE: Only local attributes, that is, attributes specific for this business object as opposed to related attributes are listed. In addition, Notes and Attachments are also listed to cope with additional information or attachments that are attached to the message. For inbound s that include an as an attachment, the attached is added as a.eml attachment on the process, with the Title of the attachment set to the Subject of the attached . You can then open this attachment using your client. 5. In the Send Reply On drop-down list, select from the following list to generate a reply message to inbound None sends no reply message Creation sends a reply message when a new process is logged Update sends a reply message when an existing process is modified Both sends a reply message when a new process is logged and each time it is updated NOTE: You set up the Reply Messages using Action Settings. For more information, see Inbound Action Settings on page Drag the attribute that you want to map from the Message Attributes tree to the relevant attribute on the Business Attributes tree. The Mapping Action dialog appears. 7. Select the relevant Mapping Action, then click OK. The Mapping Action dialog box closes and the mapping icon updates on the Business Attributes tree. 8. Repeat from step 6, as necessary. 9. Click to save the new mapping. NOTE: After you have saved the new mapping, you cannot change the process selected for the mapping. You can create additional mappings for the same process but you need a separate Mail Box for each mapping (see Configuring a mail box for each mapping on page

97 LANDESK SERVICE DESK MAIL Changing the mapping action You can change the mapping action on an existing mapping, or delete it. To change the mapping action: 1. On the Mapping window in the Business Attributes tree, select the mapping that you want to change or delete. 2. On the Actions list, select the correct mapping action, or click Delete to remove the mapping altogether. Selecting the matching outbound mailbox NOTE: This functionality is important only if you have multiple inbound mail boxes associated with the same process, and have configured Service Desk so that users receive replies from the address that they used to contact the service desk. You can associate multiple inbound addresses with one process, so you need to configure Service Desk to determine which of the inbound addresses for the process was used to log the specific process. If you do not, then outbound s from a process could be sent from a different address from that used to log the process. The Process Management\Process object includes two attributes to help overcome this: Reply Address Reply Display Name NOTE: All top-level process objects (for example, Change and Incident) are based on this object and therefore also have these attributes. Service Desk populates these attributes with the values taken from the Address and Display Name fields for the Inbound Mailbox that was used to log the process. If your system is configured to send outbound s automatically for this process, the mail box used to send the s is determined from these values. This provides a mechanism to send outbound s correctly for processes that were logged by . However, you need to configure your system to handle outbound s for processes that were not logged by , because in this instance the Reply Address and Reply Display Name attributes on the process will be empty. 97

98 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE Service Desk determines which outbound mail box to use in the following order: 1. Using the Reply Address and Reply Display Name attributes on the process instance. 2. Using the mailbox for the process if the process is associated with only one Mailbox. 3. Using the Mailbox defined in the Outbound Mail Server Settings. NOTE: For actions on a task that use outbound mail, Service Desk uses the parent process to determine what action to take. WARNING: We recommend that you DO NOT add the Reply Address and Reply Display Name attributes to the process window users should not set these values themselves. There are several methods of configuring Service Desk to populate these fields for instances where the process is not logged by . The method you choose will depend on your specific requirements. You could populate these fields using: a template copy rules automatic process actions NOTE: For information about these options, see the LANDesk Service Desk Suite Designer Guide. Configuring a mail box for each mapping You need to set up a separate Service Desk mail box for each mapping that you have created. Each mapping is associated with a single Process. When the mail box receives an inbound , Service Desk creates or updates an instance of the associated process. NOTE: For more information about mapping attributes to Process attributes, see Mapping message attributes to business object attributes on page 95. To create a new mail box for inbound 1. Start the Mail component. 2. On the Setup tree, expand the Inbound folder, then select the Mail Boxes folder. 98

99 LANDESK SERVICE DESK MAIL 3. On the Actions list, click New Mail Box. The Mail Box window appears. 4. Type a Title for the mail box and in the Mapping list, select the mapping that you want to associate with this mail box. NOTE: When a mapping is associated with a mail box, it is removed from the list so that it cannot be selected for other mailboxes. The Mail Server needs to be IMAP4 enabled. 5. Complete the relevant connection details to the Mail Server and IMAP4 Port Number. 6. If required, select the Use SSL check box (Secure Sockets Layer). NOTE: By default Microsoft Exchange 2007 is configured to use SSL. However, for all mail systems you need to confirm whether or not the mail system is configured to use SSL, and set this check box accordingly. 7. In the User Name box, type the name of the user whose mailbox will be used to retrieve s, that is, the mailbox that all inbound s will be sent to. For example, company\support. 8. If applicable, in the Password box, type the mail box password for this user. 9. Type the Address and Display Name that you want outbound replies to come from. 10. Click to save the new mail box. NOTE: To test that the connection details are correct, click on the toolbar. NOTE: You can update an existing Service Desk mail box by double-clicking it, or you can delete it using the Delete action. Inbound Action Settings The Action Settings window enables you to manage the actions that are taken within Service Desk as a result of inbound s, including: Defining the keywords in the subject line that will update a process or change its status. Setting up generic reply messages according to the particular action taken, or if there is a failure to proceed with the action. Specifying subjects to ignore, and addresses to ignore. 99

100 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE Subject Keyword Settings You can define which keywords must appear at the beginning of an inbound subject line that cause Service Desk Mail to update a process or generate a status report. NOTE: Users of type Contact must have a Primary Group set using the Administration component before they can log incidents or other processes. To define the keywords in an inbound subject line: 1. On the Setup tree, expand the Inbound folder, then double-click Action Settings. The Action Settings window appears. 2. In the Subject Keyword Settings group, type the keyword(s) that must appear in an inbound e- mail subject line to update a process or generate a status report. NOTE: If you use symbols in your subject line, make sure that the syntax is the same: that is, if you put a space before a colon in your keyword settings, then a space must appear before the colon on the incoming message. If the syntax is different, then a new Process would be logged rather than an existing Process being updated. 3. Click to save your new settings. The new settings are put into effect on any incoming from this point onwards. 100

101 LANDESK SERVICE DESK MAIL NOTE: If you set the 'Update' Keyword to Update:, then an with the subject line Update: 33 will update the mapped process with the ID 33. If you set the 'Status' Keyword to Status:, then an with the subject line Status: 33 will return to the user a status report for the process with the ID 33. An with the subject line Status: (not specifying an ID) will return to the user a status report for all processes where they are the raise user. The status report is set from the Reports branch of the Setup tree. Set this to Auto Report.rpt. Reply messages You can set up s that are sent in response to inbound to acknowledge that LANDesk Service Desk Mail has successfully created, updated or changed the status of a process. These reply messages are generic for all inbound , regardless of mail box. You can create the following reply messages: Successful Creation/Update Sent when an is successfully created or when a process is successfully updated. General Creation/Update Failure Sent when an failed to create or update a process. Unprivileged Action Sent when the is from someone who does not have the privilege to proceed with a particular action. Process Unavailable Sent when the process cannot identify a particular business function because it does not exist in the process. For example, if you try to add a note when the process has no Add Note functionality. Invalid Process Identifier Sent when the supplied reference number does not match any records. You can also insert data place holders into the reply messages. Place holders are attribute codes that enable you to customise the response content by inserting individual information from relevant records within your data source. Reply messages can contain any of the following data place holders: {ACTION} The requested action generated by an inbound . {IDENTIFIER} The process reference number. {PROCESS} The name of the process that the inbound affects. NOTE: If you want to send your s in HTML, then you need to know some HTML formatting. You don t need a great deal of experience, but you should at least know the basics. For example: Thank you for your . Your {PROCESS} has been logged with the following ID: <STRONG>{IDENTIFIER}</STRONG>. This puts the Identifier in bold. To set up reply messages for Action Settings: 1. On the Setup tree, expand the Inbound folder, then double-click Action Settings. The Action Settings window appears. 2. In the Reply Messages group box, type the messages that you want to send in response to actions taken because of inbound s. These messages are sent to all inbound s, regardless of mail box. 3. Include any Place holders where necessary. 4. Click to save the reply messages. The new settings are put into effect on any incoming from this point onwards. 101

102 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE Specifying subjects to ignore Your mail system may receive hundreds of s each day, and those messages do not need to be part of a process within Service Desk. You can specify specific subjects to ignore. To specify subjects to ignore: 1. On the Setup tree, expand the Inbound folder, then double-click Action Settings. The Action Settings window appears. 2. In the Subjects To Ignore group box, click Add. The Subject to Ignore dialog appears. 3. Type the required subject, then click OK. The subject appears in the Subjects to ignore list. 4. Repeat as required. NOTE: To remove a subject, select it in the list, then click Remove. Specifying addresses to ignore In the same way that you may want LANDesk Service Desk Mail to ignore specific subjects, you can specify that any s from specific addresses are ignored. To specify an address to ignore: 1. On the Setup tree, expand the Inbound folder, then double-click Action Settings. The Action Settings window appears. 2. In the Addresses To Ignore group box, click Add. The Address to Ignore dialog appears. 3. Type the required address, then click OK. 4. Repeat as required. NOTE: To remove an address, select it in the list, then click Remove. 102

103 LANDESK SERVICE DESK MAIL Inbound user settings The User Settings window enables you to set up how Mail manages unknown senders of inbound s, and your response to them. Senders of s are identified by matching their address with addresses specified for users within Service Desk. If the sender is unknown, you can automatically create Service Desk users of a specific type and role, then send a response to inform the sender that they are now a user of the system. NOTE: Alternatively, you can clear the Automatically create a new User if sent from an unknown sender check box, which will automatically generate an Invalid User reply message if the sender does not exist in the database. To automatically create users of a specific type and role, using inbound 1. On the Setup tree, expand the Inbound folder, then double-click User Settings. The User Settings window appears. 2. In the User Settings group box, select the Automatically create a new User if sent from an unknown sender check box if you want to automatically create a user using inbound . NOTE: Clear the check box if you do not want to create users using inbound Select the relevant User Type and Role. Mail will assign all automatically created users the selected user type and role. NOTE: Users of type Contact must have a Primary Group set using the Administration component before they can log incidents or other processes. 4. Click to save your new settings. As with Action Settings, you can use place holders to customise the reply messages sent when a user is automatically created or fails to create. To set up reply messages for user settings: 1. On the Setup tree, expand the Inbound folder, then click User Settings. The User Settings window appears. 2. In the Reply Messages group box, type the messages that you want to send when the system cannot create a user, or when the user is successfully created. These messages are sent to all inbound s, regardless of mail box. 3. Include place holders where necessary. 4. Click to save the reply messages. The new settings are put into effect on any incoming from this point onwards. 103

104 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE Setting up Mail for outbound You have already configured the Action Settings that happen when an is received. In addition to this content, you need to specify the mail server settings. When an is generated, it is queued in the Outbound Mail Server until the server is polled to send and receive s. You can configure the server settings using the Setup tree. In addition to specifying the server details, you can choose whether you want to send your s in HTML format, and whether you want to send replies to any CC Recipients. For information about configuring LANDesk Service Desk Mail to notify CC recipients, see Configuring Mail to include CC recipients in replies and notifications on page 106. NOTE: If you want to send your s in HTML, then you need to know some HTML formatting. You don t need a great deal of experience, but you should at least know the basics. For example: Thank you for your . Your {PROCESS} has been logged with the following ID: <STRONG>{IDENTIFIER}</STRONG>. This puts the Identifier in bold. To configure the Outbound Mail Server settings: 1. Start the Mail component. 2. On the Setup tree, double-click Outbound Mail Server Settings. The Outbound Mail Server Settings window appears. 3. Complete the details, then select the per Recipient check box to send separate s to each recipient. NOTE: Alternatively, clear the check box if you want to send a bulk to all recipients. 4. Select the Outbound s to use Inbound Mail box check box if you want users to receive replies from the same address that they used to contact the service desk. 5. Click to save the Outbound Mail Server settings. NOTE: To test that the connection details are correct, click is sent to the From address. on the toolbar. If the test is successful, then a test 104

105 LANDESK SERVICE DESK MAIL Configuring Outbound Mail retries You can configure how the Mail component handles outbound messages that have failed.you can set a retry count, which specifies how many times Mail will try to send the message, and a retry period, which specifies how long Mail will wait before trying to send the message again. This helps you to configure the system to handle situations when the mail server is unavailable. To configure how Mail handles Outbound Mail retries: 1. From the Administration shortcut group, start Mail. 2. In the Setup tree, double-click Outbound Mail Server Settings. The Outbound Mail Server Settings page appears. 3. In the Server Options group, set the required Retry Count and Retry Period. 4. Click. Outbound reports Using the Report window, you can specify which existing Crystal Report you want to generate and send with outbound . If you want to send a report of the process status, use Auto Report.rpt. NOTE: For information about creating a Crystal Report, see the Crystal Reports documentation. NOTE: For information about using Crystal Reports from within Service Desk, including adding, deleting, viewing, exporting, searching for specific words and ing reports, see Crystal Reports on page 113. You can choose to either embed the report, or attach it to the . You can configure only one outbound report for each process. To send a report with outbound 1. From the Administration shortcut group, start Mail. 2. In the Setup tree, click the Reports folder, then in the Actions list, click New Report. The Report page appears. 3. Type a Title, then select the required Process, and if required Template. 4. In the Outbound Report group box, select the Crystal Reports option button. 5. Click Find to browse for the relevant Crystal Report. 6. In the Report to Mail Association group box, click Embedded to place the report inside the main body of the outbound , or click Attached to attach the report to the as a separate document. 7. Click. 105

106 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE Configuring Mail to include CC recipients in replies and notifications To be able to include CC recipients in the replies and notifications that you get from Service Desk, there are a number of steps that you have to follow. These are summarised below, and documented in full later in this document: 1. Configure your top-level processes (Incidents, Problems, Changes and Calls) to include CC recipients. 2. Create a window for CC Recipients so that you can add them to your process at a later stage. 3. Add an Optional Action Instance to your process so that a user can add a CC recipient. 4. In Mail, specify that you want replies and notifications sent to CC recipients. NOTE: In the following procedures we will use Incident as the top-level business object as the example. You can repeat these for your Problems, Changes and Calls. To configure the top-level business object for CC recipients: 1. Start the Object Designer component, and open the required business object, for example, Incident. 2. In the Properties grid, alongside the Behaviours property, click. The Behaviour Selection dialog appears. 3. In the Available Items list, select CC Recipient Container, then click. NOTE: You can also double-click it to add it to the Selected Items list. 106

107 LANDESK SERVICE DESK MAIL 4. Click OK. 5. Click. A new business object is created, with the suffix of CC Recipient, for example, Incident CC Recipient, and a number of attributes have automatically been added. 6. With the top-level object selected, for example, Incident, on the Actions list, click Modify Business Object. 7. On the Attributes tree, select the CC Recipients collection, then on the Actions list, click Modify Action. The Action dialog appears. 8. If required, select the Propagate to Children? check box (this is not mandatory), and again, if required, specify a Description, then click OK. You can add this action to the required process so that users can add further CC recipients if required. 9. Click. The next step is to create a window so that users can add further CC Recipients if required. NOTE: For detailed information about designing windows, see the LANDesk Service Desk Suite Designer Guide. Creating a window for CC Recipients To create a window for CC Recipients: 1. Start the Window Manager component, and on the Business Objects tree, expand the required module. 2. Select the Incident CC Recipient business object, then on the Actions list, click New Window. A new window is created. We recommend that you rename your window. 3. On the Actions list, click Rename Window. The Rename Window dialog appears. 4. In the Title box, name the window as required, then click OK. 5. On the Attributes tree, you must add RecipientTitle to the window (as this is a mandatory attribute), and rename it as required using the Properties grid. 6. Add Address to the window. You don t necessarily need to add any further attributes to the window, but you can if required. 7. Click. 107

108 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE Modifying the required process The next step is to add an optional action instance to the required process so that further CC Recipients can be added if required. To modify the required process: 1. In the Process Designer component, open the required process. 2. Select the required Status, then expand the Properties grid ( ). 3. Alongside the Optional Action Instances property, click. The Optional Action Instances dialog appears. 4. In the Available Action Instances list, select Add CC Recipient, then click. The Action is added to the Selected Action Instances list. 5. Click OK. 6. Repeat as required for other statuses throughout the process, then click to save the changes that you have made. NOTE: For detailed instructions about creating and modifying processes, see the LANDesk Service Desk Designer Guide. 7. On the Actions list, click Activate Process. The final step in the configuration is within the Mail component. 108

109 LANDESK SERVICE DESK MAIL Configuring Mail to include CC Recipients: To configure Service Desk Mail to include CC Recipients: 1. Start the Mail component. 2. On the Setup tree, double-click Outbound Mail Server Settings. 3. Select the Notify cc Recipients check box, then click. Now all of the CC Recipients will be notified at the same time as the originator of the when a response is made from LANDesk Mail logging a process, and when a reminder or assignment has Notify Originator selected. Sending a report with assignments and reminders You can configure Service Desk to send a report to your end users when an assignment or reminder is sent in relation to their process. You can configure this for both automatic assignments and reminders and manual ones. To configure this, you need to: 1. Design the required Crystal Reports and store them in a location that can be accessed by the Mail Manager Application Service. 2. Define which reports can be sent 3. Specify which report will be sent when the assignment or reminder is sent within the process. NOTE: The following procedure describes defining the reports for an Incident Assignment. You define them for all other assignments and reminders in a similar way. Remember that the reports must be an accessible location for the Mail Application Service. To define which reports to send with an Assignment: 1. In the Object Designer component, open the required Assignment object, for example Incident Management Assignment. 2. On the Properties grid, alongside the Crystal Reports property, click. The Reports dialog appears. 109

110 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE 3. Click Add. The Add Report dialog appears. 4. Type a Name for your report, then alongside the Report box, click. The Open dialog appears. 5. Navigate to, and select the required report, then click Open. WARNING: Remember that the report needs to be accessible by the Mail Manager Application Service. 6. If you want to embed the report into body of the that is sent, select the Embed Report check box, then click OK. NOTE: If you do not select the Embed Report check box, then the report is sent as an attachment on the that is sent to the relevant user. The attachment format is.rtf. The reports are added to the Selected Reports list. NOTE: To modify a report, select it, then click Modify. Make the required changes, then click OK. 7. Click OK. 8. Click. The reports that you selected are now available to be added to both manual and automatic assignments using Process Designer. NOTE: For information about specifying information for manual and automatic assignments, see the LANDesk Service Desk Suite Designer Guide. Using Mail After you have set up LANDesk Service Desk Mail, you must ensure that you have started the Inbound Mail and Outbound Mail engines. You installed these engines as either a system tray or MS Window Service option. NOTE: For information about installing and starting the Inbound Mail and Outbound Mail engines, see the LANDesk Service Desk Suite Setup Guide. s that are received in the mail boxes you set up within Mail (see Configuring a mail box for each mapping on page 98) are processed when the LANDesk Inbound Mail Engine starts. Mail will log all received s as a new process according to your setup, unless they contain the relevant Subject Keyword Settings at the beginning of the subject line, or if they contain a subject or address that you have set to Ignore. Mail sends an outbound to confirm the success or failure of an inbound . NOTE: You can change the Subject Keyword Settings and which s you want to ignore using the Action Settings window. You use the same window to configure the outbound Reply Messages. For more information, see Inbound Action Settings on page

111 LANDESK SERVICE DESK MAIL LANDesk Service Desk Mail will use any inbound that contains the 'Update' Keyword and an existing Incident, Problem or Change (process) reference number at the beginning of the subject line to update that specific process. For example, an inbound with the subject Update: 579 will amend the existing process that has a reference number of 579. Similarly, an inbound with a subject line that begins with the 'Status' Keyword and the reference number of an existing process will cause Mail to send an outbound containing a status report for the relevant process. If you do not specify a reference number with the status keyword, Mail will return to the user a status report for all processes where they are the raise user. Outbound s are also sent to notify recipients of assignment or escalation. If you set up your users with a Notification Method of External or Both, then they will receive outbound s when a process is assigned to them, or if a process that they are associated with escalates. Clearing the Message Recipient table Over time, the number of entries in the Message Recipient table in your Service Desk database can increase and affect performance. A scheduled query is provided that selects obsolete entries in this table and deletes them regularly. You can configure the frequency of this using the Schedule Manager component to edit the Outbound Mail Queue Deletion schedule. NOTE: If your system does not have this schedule configured, see the Upgrade guide for more information. 111

112 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE 112

113 Crystal Reports This chapter describes the processes involved in adding and using Crystal Reports with Service Desk. You can find out about: Setting the default report path on page 114 Viewing a report within Service Desk on page 114 Adding a Crystal Report to the shortcut bar on page 115 Additional Crystal Reports User Function Libraries on page 118

114 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE Crystal Reports and Service Desk You can view your Crystal Reports from within the Service Desk Console. NOTE: LANDesk supplies a variety of pre-configured Crystal Reports that you may find useful. For more information about these reports, see the LANDesk Service Desk Suite Prebuilt Content Guide. For information about configuring the reports to connect to your Service Desk database, see the LANDesk Service Desk Suite Setup Guide. To add a Crystal Report to the Service Desk Console: 1. Start the Crystal Reports component. 2. On the Reports tree, click the Reports folder, then on the Actions list, click New Folder. A new folder appears on the tree. 3. Type a name for the folder. 4. Select the folder, then on the Actions list, click New Report. The Configure Report property grid appears. 5. Alongside the Report File Name property, click. The Open dialog box appears. 6. Locate the report that you want to add, then click Open. The report is added to the Reports tree. Setting the default report path Instead of navigating through your network for reports each time you want to add one to Service Desk, you can set the Default Report Path, so that the correct folder opens each time that you want to add a new report. To set the default report path: 1. In Service Desk, start the Crystal Reports component. 2. On the Actions list, click Set Default Reports Path. The Browse For Folder dialog appears. 3. Navigate to the required location, then click OK. Viewing a report within Service Desk To view a report within Service Desk: 1. Start the Crystal Reports component. 2. On the Reports tree, locate the relevant report, the on the Actions list, click View Report. If the report uses prompts, then the Enter Parameter Values dialog box appears. 3. Select the relevant Parameter Field, and then in the Discrete Value box, define the parameters for the report. 4. Click OK. The report appears in the Report workspace. 114

115 CRYSTAL REPORTS Crystal Reports toolbar In addition to the standard Service Desk toolbar, when you use the Crystal Reports component, the following toolbar is also available: Icon Description Exports the report. Refreshes the data in the report. Zoom Out. Zoom In. First page of the report. Previous page of the report. Next page of the report. Last page of the report. Hides or displays the report tree. Enables you to search the report for a specific item. Adding a Crystal Report to the shortcut bar When you install Service Desk, a number of pre-defined reports generated using Crystal Reports are installed. You can add these reports to the shortcut bar in addition to adding them to the Crystal Reports component. This enables you to access and run these reports faster and more efficiently. NOTE: Before you can run a report, you need to have Crystal Reports installed on your computer. The Set Crystal Reports DSN must have also been run. For more information, see the LANDesk Service Desk Suite Setup Guide. In addition, the reports must have been added to the Crystal Reports component. To add a Crystal report to the shortcut bar: 1. Right-click the Shortcut bar, then click Add Component. The Component Maintenance dialog appears. 2. In the Select Component list, select Crystal Report. 3. Modify the Component Title as required, for example, the name of the report that you are adding. 4. In the View Properties box, if required, select the Category, and the select the relevant report. 5. Click OK. The report is added to the shortcut bar. When you click the report, the Crystal Reports component starts and the report runs. NOTE: To remove the report from the shortcut bar, right-click it, then click Remove Component. 115

116 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE Adding a report to the shortcut bar using the Crystal Reports component To add a report to the shortcut bar from the Crystal Reports component: 1. Start the Crystal Reports component. 2. On the Actions list, click Add existing report to group. The Selection dialog appears. 3. Select the required Category, then select the report(s) that you want to add to the shortcut bar. 4. In the Add to Group list, select the required shortcut group, and if required, select the Launch in new window check box. 5. Click OK. The report is added to the shortcut bar. When you click the report, the Crystal Reports component starts and the report is run. Deleting a report You can remove reports from Service Desk. This does not delete the actual report file, rather it is just deleted from the Service Desk Console. You can still run the report outside of Service Desk. To delete a report from the Service Desk Console: 1. Start the Crystal Reports component. 2. On the Reports tree, select the relevant report, then on the Actions list, click Delete Report. A confirmation message appears. 3. Click Yes. The report is deleted from the Service Desk Console. Exporting reports You can export a snapshot of your report so that you can send it to people who do not have Crystal Reports installed on their computer. To export a report: 1. Start the Crystal Reports component. 2. Open the required report. 3. Click. The Export dialog appears. 4. Type a name for the report, and select the format that you want the report to be. You can select,.pdf,.xls,.doc and.rtf. 5. Click Save. The report is exported. Searching reports You can search for a specific word within a report. To search a report: 1. Start the Crystal Reports component. 2. Open the relevant report. 116

117 CRYSTAL REPORTS 3. Click. The Find dialog appears. 4. Type the text that you want to find, then click Search. ing a report You may want to send reports to people who have neither the LANDesk nor Crystal Reports installed on their computer. You can them reports that are converted to:.rpt,.pdf,.doc,.rtf, or.xls. These are snapshots of your report, that is, the data is static. To a report: 1. Start the Crystal Reports component. 2. Open the relevant report. 3. On the Actions list, click Report. The Report dialog appears. 4. In the To box, type the name of the person to whom you want to send the report. 5. Specify your address in the From box, and if required, specify additional addresses to receive the report. 6. If required, type a Subject for the message. 117

118 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE 7. In the Attachment Type group box, select the format that you want the report to be sent as. You can choose:.rpt,.pdf,.doc,.rtf, or.xls. 8. If required, type a message to accompany the In the SMTP Server box, type the name of the server you want to use, then set the Priority of the Click Send. Additional Crystal Reports User Function Libraries Three Crystal Reports User Function Libraries (CRUFLs), are available that are specifically for LANDesk Service Desk. These CRUFLs give extra functionality to the formula editor in Crystal Reports, which you can then use in your own reports. Before you can use the CRUFLs, you need to register them on each client workstation where you want to run the reports. Registering the CRUFLs involves using a file called GACUtil.exe. You can get a copy of GACUtil.exe from the Microsoft Windows SDK, which you can download from the Microsoft web site. To register the CRUFLs: 1. From the server where you have installed the Service Desk Reports, copy the following files to a local folder: Reg_CRUFL.bat, CRUFLCategory.dll, CRUFL_BusinessHours.dll, CRUFL_ConvertToUTC.dll, and CRUFL_IncidentDuration.dll. 2. From the Microsoft Windows SDK, copy GACutil.exe to the same local folder. 3. Run Reg_CRUFL.bat. The CRUFL DLLs are registered. The additional functions, which are available from the Additional Functions\Visual Basic UFLs section of the Functions list in the Formula Editor, are: BusinessHoursBusinessHoursUflBusinessHoursFromNow (ResponseGuid, ConnectionString, BusinessHoursToAdd, oracle) Returns a point in time which is x business hours ahead according to the selected response level s calendar. Where: ResponseGuid = the database field containing the response level. For example, {im_incident.im_response_level_guid} ConnectionString = the connection string to the database BusinessHoursToAdd = the number of business hours ahead from the current time (x in the description for this CRUFL) Oracle = whether or not the database is Oracle; for Oracle databases, set this to true ConvertToUTCConvertToUTCToLocal (ToText({pm_process.pm_creation_date})) Provides two functions, examples of which are given below. To convert a local date/time (pm_creation_date) into a UTC date/time, use: DateTime(ConvertToUTCConvertToUTCToLocal (ToText({pm_process.pm_creation_date}))) To convert a UTC date/time (pm_creation_date) into a local date/time, use: DateTime(ConvertToUTCConvertToUTCToUTC (ToText({pm_process.pm_creation_date}))) 118

119 CRYSTAL REPORTS IncidentDurationIncidentDurationGetDuration (ResponseGuid, IncidentGuid, ConnectionString, Opentime, oracle, EndTime) Calculates the elapsed business-hours time between two datetime fields for an incident, excluding time when the incident was closed, or the service level clock has been stopped. Where: ResponseGuid = the database field containing the response level. For example, {im_incident.im_response_level_guid} IncidentGuid = the database field containing the incident. For example, {im_incident.pm_guid} ConnectionString = the connection string to the database OpenTime = the earlier datetime field. For example, the date the incident was logged {pm_process.pm_creation_date} Oracle = whether or not the database is Oracle; for Oracle databases, set this to true EndTime = the later datetime field. For example, the date the incident was closed {im_incident_closure.im_creation_date}. You can also use to not specify an end time value, in which case the final time that the incident was closed or the clock was stopped is used. IncidentDurationIncidentDurationGetOffset() Returns a string that contains the offset from UTC on the local computer. The value returned can be either positive or negative. For example, if run in San Francisco it would return -8 and if run in Tokyo it would return 9. Because the value returned is a string, you will typically want to convert it to a number using the standard Crystal Reports function ToNumber(). 119

120 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE 120

121 System and Personal Settings This chapter describes the processes involved in customising the appearance of the Service Desk Console using colours and fonts. You can find out about: Definition of system settings on page 122 Personal settings on page 128 CTRL+N on page 129 Address Management on page 130

122 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE The Settings menu The Settings menu enables you to change the on-screen appearance of Service Desk to suit your corporate identity. You can change the display colours, fonts and home page. You can also modify your notification settings from the Settings menu. NOTE: You can also customise the appearance of windows using the Window Manager. You can even change the background colour of group boxes. For more information, see the LANDesk Service Desk Suite Designer Guide. Definition of system settings The following sections describe the available system settings. They are grouped according to the categorized listing that appears when you click at the top of the Properties grid. Address Searching Mapping details The details required for integrating with your address management software. You can specify: Server The server name or IP address for the server that contains the Capscan database. Console Connector Name The supplied connector name for integration with Capscan. Default Country Code The system-wide country code that is automatically applied to a window unless otherwise specified on the window. There are four options: UK (United Kingdom), USA (United States of America), DE (Germany) or AUS (Australia). Supported countries For mapping Capscan elements to Service Desk elements. The mappings differ according to country. Administration Number of displayed users The maximum number of users that are displayed on the User Management tree within the Administration component. The default is 25 before you need to click more... to search beyond the listed users. Number of displayed Groups The maximum number of groups that are displayed on the User Management tree within the Administration component. The default is 25 before you need to click more... to search beyond the listed groups. Number of displayed Roles The maximum number of roles that are displayed on the User Management tree within the Administration component. The default is 25 before you need to click more... to search beyond the listed roles. Colours General Colours There are four different General colours you can specify: Version Controlled Colour the background colour of a window item that is under version control. Mandatory Colour the background colour of a window item that requires populating before you can move on in the process. When you populate a mandatory item, then the background colour changes. Modified Attribute Colour obsolete. 'Where Am I?' Colour the colour on the process map that highlights your current stage in the process. In the Process window, click to gain this overview of the process. 122

123 SYSTEM AND PERSONAL SETTINGS Default Pie and Bar Chart Colours You can define a default set of colours that are used for the Pie and Bar Charts that you add to a dashboard. Trees Colours The colours displayed in a tree. You can specify: Text Colour The colour of text that appears on the tree. Hot Track Tree Text Colour This colour is the text colour used in trees which activates the notes as the mouse is moved over them. Back Colour The background colour of a tree. Read Only Text Colour This colour is the text colour used for read-only entries in trees. Hot Track Tree Back Colour This colour is the background colour used in trees which activates the nodes as the mouse is moved over them. Shortcut Bar Colours The colours used on the Shortcut bar. You can specify: Text Colour The colour of text that appears on the Shortcut bar. Back Colour The background colour of the Shortcut bar. Inactive Item Colour The background colour for a Shortcut bar item that does not have focus. Windows Colours The colours displayed in a window. You can specify: Back Colour This is the background colour of windows. Text Colour This is the colour of the text that appears on windows. Designer Settings Default label text alignment Determines the default location of every label for each control that you add to a window using Window Manager. By default this is Middle Right. You can choose from the horizontal options of Top, Middle and Bottom and the vertical options of Left, Centre and Right. Fonts Shortcut Bar The font details for the font displayed on the shortcut bar. Collapsible Panel Title The font for the title on all collapsible panels. Main Component The font details for the font displayed in the windows and panels, on tabs, and also column headings. General Hot Tracking Select True if you want to show an underline when your mouse hovers over leaf nodes on trees. The default is set to True. License Session Timeout The duration in minutes that a user session can remain inactive before being removed by the Background Service. The default is 20. CAUTION: Inactive user sessions are also removed by IIS if the IIS user session timeout is exceeded. Therefore, set the value for the IIS user session timeout to match the user session timeout that you set in the License Session Timeout value. When a user closes the Service Desk console or logs out of Web Access, Service Desk clears their user session. However, if Service Desk closes unexpectedly, or if a user closes the main Web Access browser window without first logging out, the user session is not cleared and it has to be cleared by the Background Service. 123

124 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE When the Background Service removes users sessions, it also clears any record locks and concurrent licenses that are associated with the removed user session at the same time. The benefits of this are: processes are not left locked without an associated user session, reducing the number of times that an administrator has to clear locks inactive concurrent licenses are made available for other users Longer session timeouts mean that user sessions can remain for long periods of activity. Shorter session timeouts release unused concurrent licenses more promptly and unlock processes that are locked but have no user session more promptly. If you have a fixed license and your session times out owing to a period of inactivity, it will be restored automatically when you start using console again. If you have a concurrent license and your session is left inactive, a message appears informing you that your session is about to time out. Clicking Continue resets the session timeout. If a concurrent analyst's session times out, their license is cleared and made available for other concurrent analysts. A dialog appears that enables the analyst to choose between closing the console, or reconnecting. Clicking Reconnect restores the concurrent analyst's session if a concurrent license is still available. NOTE: If the concurrent analyst had a process open when their session timed out, the Background Service may have removed the lock and the record may have been updated by a different analyst. If this happens, the analyst is informed and the process is displayed as they last left it, but in a read-only format. In this way, the analyst can copy any changes they have made before redisplaying the updated process window. Display Buttons on Windows? Enable this option to display buttons on your windows. For example OK and Cancel. SystemPath for Browser Control The default system path to the location where you store the files that you want to display in browser controls added to window designs. NOTE: For example, if you have a file called user.jpg in a subfolder on your Service Desk Framework folder called CommonImages, set the SystemPath for Browser Control property to and in the Url box for the window, type ${SystemPath}/user.jpg. Default Browse folder The default location for File Browse dialogs. Use Version gradient fill for count panel If you want the style of the colour fill of Count Panels on dashboards to be retained from Version 7.2.3, select True. Category Separator The character used to separate category values. The default is a dash (-). We recommend that you don t change this. Remove plus sign from last Category Select True if you do not want the plus sign on the bottom level Categories. This does slow down the performance of the Category list, so we strongly recommend that you set this value to False. New Page Component This enables you to specify which process is launched when you press CTRL+N. For information about configuring this, see CTRL+N on page 129. Launch Windows Maximised This enables you to specify whether a process window automatically opens in a maximised state. The default option is set to True. My Home Page Use this option to choose your own home page. This is the page that appears when you start Service Desk. Launch Windows Centrally This specifies whether all windows are opened centrally on your screen. The default is set to True. 124

125 SYSTEM AND PERSONAL SETTINGS Locking Policy Settings The locking policy for an object enables you to configure how Service Desk behaves if a user tries to open a record (for example, an incident) that another user already has open. You configure the locking policy using Object Designer (for more information, see the LANDesk Service Desk Suite Designer Guide). If you choose the Optimistic With Warning locking policy, you can set the level of access allowed to locked records. Locking Policy Settings Select how you want to control access to objects that have the Optimistic With Warning locking policy set: No Access if the record is locked, no one else has access to it Read Only if the record is locked, other users can open it for viewing, but will not be able to make any changes Read Only with Optional Actions if the record is locked, other users can open it for viewing, but will only be able to use any optional actions available at its current status (for example, adding a note) Unlocking records In certain circumstances, you will need to unlock records so that they can be updated. Remember that forcing the unlocking of a record can result in other users losing data, so use this functionality with great care. Only analysts that are members of the Administrators support group can access this command. To unlock an item: 1. In LANDesk Service Desk Console, on the File menu, click Unlock Item. The Locked Items dialog appears. 2. In the List of Locked Items, select the item that you want to unlock, then click Unlock Item. You are asked to confirm that you want to unlock the item. 3. Click Yes. The item is unlocked. 125

126 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE Login Settings Is Novell Client Select whether you are using Novell Client. If you are, then your Novell Client login information will be used as authentication, and users will not have to manually log in to the Service Desk Console. Ensure that you select the Login Policy in addition to this property. Login Policy Select whether you want to use integrated login for the Service Desk Console, whereby the Windows domain and login information is used to log in to the Service Desk Console automatically. Select All to firstly attempt to log in using the Windows information, then this has not been specified for a specific user, then Explicit login will be used such that the user will have to manually log in to the Service Desk Console. Process Approver Enter the Web Access Process Approver URL Specify the URL that you want to use for Process Approver (if you are using it). Enable Web Access Process Approver URL Enables the Process Approver URL. Query Settings Load Queries from cache Specifies whether query definitions are loaded from the cache or from the database each time the query is run. The default is True. We recommend that you don t change this as loading queries from cache is the faster option. Default Column Size type Specifies the column width of your queries. There are three options: Column Header, Longest Item and Designer Specified. Default Query page size Specifies the number of results, per page that you want to display. Query Results View Filter Panel Pinned Specifies at a system-wide level whether the Filter Panel and Actions list is shown when Query Results are displayed. Select True to show the Filter Panel, or select False to hide this panel by default. The following pictures illustrates what happens when you change this setting. The first image is what a user sees if you select True. The second image is when you select False. 126

127 SYSTEM AND PERSONAL SETTINGS Group Header Appearance Specifies the fonts used for group headers in queries. Resource Management Resource Management Enables you to connect to your Mail Server so that you can create MS Outlook appointments and tasks when you assign an incident, problem or change. You also use this section to set up the appointment and task default settings. For further information, click the relevant field to view the help text, and refer to the separate LANDesk Resource Manager Guide. Service Level Management NOTE: For more detailed information, see Service Level Management settings on page 81. Escalation Poll Interval The interval, in seconds, between the occasions when Service Desk monitors escalations. Expiry Notification Default Subject Text Messages are sent when the time for an escalation action has expired. This is the default subject text for the Expiry Action Notification message. Expiry Notification Default Message Text Messages are sent when the time for an escalation action has expired. This is the default message text for the Expiry Action Notification message. Telephony Return all matches Enables the search to return results from other Selected items, and they are sorted in the order that the Selected Items are set, and then by user details in that Selected Item. Telephony Search Rules Click to select the items where you want to search for incoming telephone numbers, and add them to the Selected Items list. You can then set the order in which these items are searched. Web Access Web Access URL The URL to your Web Desk implementation. This is used by the View in Web Desk action in Window Manager when you test the Web Desk version of a window. Workspace Dictionary Language This enables you to set the language for the dictionary used for spell checking. NOTE: Spell checking is unavailable if the Service Desk culture is set to Japanese. 127

128 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE Split Workspace Actions panel? You can specify that a split appears in the Actions list in the Workspace to separate those actions that progress a process, and those which do not. For example, an Assignment would appear in the top part of the split, and Add Note would appear in the lower part of the split. NOTE: Web Access and Mobile Web Desk always display a split Actions panel, irrespective of this setting. Default Drop Down Page Size This is the default page size for drop down lists when not overwritten at the Filter Query, Query or Control level. Personal settings You can adjust your personal settings to suit your own tastes without affecting the default settings. If you make mistakes, you can restore to the default settings. To change your personal settings: 1. On the Settings menu, click Personal. The Personal Settings page appears. Launch Windows Maximised This enables you to specify whether a process window automatically opens in a maximised state. The default option is set to True. As this setting is also a System Setting, the Personal Setting takes precedence. Default Browse Folder The folder that is opened when you browse to attach a document. New Page Component This enables you to specify which process is launched when you press CTRL+N. For information about configuring this, see CTRL+N on page 129. As this setting is also a System Setting, the Personal Setting takes precedence. Launch Windows Centrally This specifies whether all windows are opened centrally on your screen. The default is set to True. As this setting is also a System Setting, the Personal Setting takes precedence. My Home Page Your initial view when you log in to the Service Desk Console. Query Results View Filter Panel Pinned You can choose on a personal level whether the Filter Panel and Actions list when Query Results are shown. Select True to show the Filter Panel, or select False to hide this panel by default. As this setting is also a System Setting, the Personal Setting takes precedence. Show Application Closing Warning Select True if you want a message box to be displayed when closing the main application window to warn you that any open child windows will also close. WAN Optimised Combo Boxes When you use a combo box, a request for data is sent to the database each time you type a letter within it. If you use Service Desk over a WAN, this may slow down performance. However, if you set this property to True, then a request for data from the database is only sent when you press F4, ALT+down arrow or ENTER. Autostart Telephony Client Specifies whether you want the Telephony Client to start automatically when you start the Service Desk Console. 2. Set the required values, then click. 128

129 SYSTEM AND PERSONAL SETTINGS CTRL+N You can specify which process you want to assign to the CTRL+N key to. You do this using the System Settings to set the system wide default, but individual users can specify their own using the Personal Settings. NOTE: The following procedure describes setting the System Setting for CTRL+N. You set the Personal Setting in a similar way. The example used in this procedure will create a new instance of an Incident when you press CTRL+N. To configure the CTRL+N shortcut key: 1. On the Settings menu, click System. The System Settings property grid appears. 2. Within the General section, alongside the New Page Component property, click. The Component Maintenance dialog appears. 3. In the Select Component list, select Workspace. 4. Specify the Component Title, then alongside the ModuleName property, select the relevant module. For example, Incident Management. 5. Alongside the Business Object Name property, select the relevant business object. For example, Incident. 6. Alongside the Process Name property, select the required process. For example, Rich Incident. 7. Click OK. 8. Click. Now, whenever you press CTRL+N, a new instance of the Rich Incident will be created. 129

130 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE Address Management Service Desk integrates with the Capscan address management software so that you can find the correct postal address when you use the postcode element attribute on any Service Desk Console window. Service Desk is provided with default mappings between Capscan elements and Service Desk elements. If required, you can change these mappings using the System Settings. To change the postcode lookup mappings: WARNING: Although you have access to the postcode properties to modify them, we strongly recommend that you do not change the supplied settings. Only change the following settings if you have modified your Capscan software and, as a result, need to update these settings. 1. On the Settings menu, click System. The System Settings page appears. 2. Expand the Address Searching Mapping Details, then alongside Supported countries, click. The Address Lookup Country Editor appears. 3. In the Supported Countries Members list, select the country whose address mappings you want to adjust. The Properties grid updates according to the country you selected. 4. You can, if required, modify the following properties: WARNING: We recommend that you do not change these settings. Country code The Capscan country code. Pool Name The Capscan data pool that is referenced in the search. Api Mappings Contains the mappings between Capscan attributes and Service Desk attributes. Summary A brief description about the supported country. 5. In the Properties grid, alongside Api Mappings, click. The Address Mappings Editor appears. The Address Elements mappings displayed depend on the country that you selected in the previous window. 6. In the Members list, click the Address Element that you want to modify. The properties grid updates with the relevant information. 7. You can modify the following properties: WARNING: We recommend that you do not change these settings. Api Address field The Capscan address element. Sub data type The Service Desk attribute property that is used to integrate Capscan elements with Service Desk attributes. Options A Capscan property; read the Capscan documentation for more information. 8. Click OK. 9. On the Supported Countries Editor, click OK. Using the postcode attribute to find addresses If you take calls from the general public, then you will typically not have their details in a customer database. Instead, you can store their details with the process. The Service Desk console is integrated with the Capscan address management software to help you to capture address details quickly using the customer s postcode. NOTE: You must have already installed the Capscan software in order to use it. 130

131 SYSTEM AND PERSONAL SETTINGS NOTE: For information about setting up your address attributes, see the LANDesk Service Desk Suite Designer Guide. To look up addresses using the postcode: 1. Open the relevant window, then in the Address Country list, select the country where you want to search for an address. 2. Type the postcode (ZIP Code) into the appropriate address attribute. NOTE: To obtain a specific address for the UK, you must type the full postcode. A partial postcode will return a town/city name and county name only. To obtain an address for the USA, you must type in the ZIP+4 code (9 digits). Alternatively, using the postcode (ZIP) attribute, type in a partial street name and city, separated by a comma. For example: NEWB,BOSTON 3. Alongside the postcode attribute, click to find the address. The Address Selection window appears. NOTE: Alternatively, you can: Press F4, Right-click the postcode, then click Get Address, Click the Address Search toolbar button, Tab or click away from the postcode box (if your system has been configured in this way). 4. If there are multiple address options, then double-click the range that the address occurs within. The Address Selection window displays the addresses within that range. 5. Double-click the specific address to populate the address attributes on your Service Desk window. NOTE: Alternatively, select the attribute, then click OK. 131

132 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE 132

133 Word Integration You can generate documents based upon the processes that you create in Service Desk. You can send these documents to your customers to inform them of pertinent information regarding their issue. For example, you can generate a progress document containing specific information generated from that Incident. In this chapter you can find out about: Generating documents from your processes on page 134 Creating the document using Microsoft Word on page 134 Creating a template on page 134

134 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE Generating documents from your processes You can generate documents based upon the processes that you create in Service Desk. You can send these documents to your customers to inform them of pertinent information regarding their issue. For example, you can generate a progress document containing specific information generated from that Incident. Before you can generate these documents, you need to generate a template (or a boilerplate) containing static information, and references to the process. The following list outlines the steps required to create a document template and enable users to create documents whilst they are working on processes. Each of these steps is covered in more detail later in this section. 1. Create the document using Microsoft Word. 2. Add the required Mail Merge fields. 3. Save the document as XML. 4. Add that xml template to Service Desk. 5. Add the Create Document action as an optional action instance in the required processes. Creating the document using Microsoft Word To create a document: 1. Start Microsoft Word. 2. Create the document as you usually would. For example, this could be in the format of a letter. 3. Within the document, write the template text. This is the text that will remain the same within the template. For example, the greeting information and so on. 4. On the Insert menu, click Field. The Field dialog appears. 5. In the Field names list, select MergeField. 6. In the Field name box, type Service Desk attribute name. For example, for the Incident Title you would type Title, and for the status of the Incident, you would type Status/Title. NOTE: Ensure you have place holders for the attributes that you want to add. For example, Dear <<RaiseUser/Name>>, where the text in << and >> is the attribute name, and Dear is the text that appears in the document. 7. Repeat as required. 8. On the File menu, click Save As. The Save As dialog appears. 9. In the File name box, type the name for the document, for example Standard Incident. 10. In the Save as type box, select Word 2003 XML Document (*.xml). Creating a template You can create the appropriate documents for all of your Incident, Problem, Change and Call processes. The next step is to add these documents as templates into Service Desk. NOTE: The following process describes creating an Incident document template. You can create document template for other process modules in a similar way. 134

135 WORD INTEGRATION To create a document template: 1. Start the Administration component. 2. Expand the Document Template tree. 3. Expand the Incident Management folder, then select the Incident folder. 4. On the Actions list, click New Document Template. The Document Template window appears. You may be prompted to create a window for the document template. For information about creating windows, see the LANDesk Service Desk Suite Designer Guide. 5. Type a Title and Description for the template, then in the Template Data group box, click. The Select Documents to Add dialog appears. 6. Select the XML document that you created earlier, then click Open. The document is added to the template. 7. Click. The next step is to ensure users can use these templates to generate documents relating to the Incident, Problem, Change or Call. You do this by adding the Create Document action to the relevant processes. NOTE: For information about creating and modifying processes, see the LANDesk Service Desk Suite Designer Guide. 135

136 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE 136

137 Data connections This chapter describes how the Data Connections component enables you to configure connections to data sources that contain information that you want to import into Service Desk. You can find out about: Connections on page 138 Creating a new connection on page 138 Testing your connections on page 139 Connection types on page 139 Connector limitations on page 143

138 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE Connections Service Desk supplies a variety of connectors for different data source types (for example LANDesk Management Suite or Active Directory) that you can use to set up connections to multiple data sources. Connections consist of a connection name and database details. NOTE: We recommend that if you connect to a large data source such as edirectory or Active Directory, then you set up your connections on the same computer as your Service Desk Framework. To access your asset information, you need to set up connection types for each connection. NOTE: For more information about connection types, see Connection types on page 139. When you test the connection that you have created, Service Desk must be able to access the data source or spreadsheet that you are connecting to. If you use the connection for a scheduled data import (see Data Import on page 145), then the Service Desk Framework must be able to access it. You also need to ensure that the relevant permissions are set for the file and its location. We recommend that you set up the connection using a UNC path that is accessible from both the web server running the Service Desk Framework and the client. NOTE: Not all external data sources provide the same paging and sorting capabilities, so queries written against external data sources might not provide these features in Service Desk queries. Creating a new connection To create a new connection: 1. Start Data Connections, then select the relevant connector, and then on the Actions list, click New Connection. A new connection appears beneath the relevant connector in the Connections tree. 2. Type a name for the connection, then press ENTER. 3. Using the Properties grid, set up the following connection properties as required for each connector type: Active Directory Specify your LDAP data source connection properties. ALM Specify your LANDesk Asset Lifecycle Manager database connection properties. edirectory Specify your LDAP data source connection properties. 138

139 DATA CONNECTIONS Generic Data Source Specify your data source connection properties for access to a database of type MS Access, MS Excel, MS SQL Server or Oracle. NOTE: If you are using Oracle on a 64-bit system, use Oracle64, if you are using Oracle on a 32-bit system, use Oracle. NOTE: If you are using MS Access or MS Excel, you just need to select the relevant *.mdb or *.xls file. You do not need to specify the Server. LDAP Specify your LDAP data source connection properties. LDMS Connects to the underlying LANDesk Management Suite database. Specify your database connection details. LDMS WebService Connects to the LANDesk Management Suite MBSDK web service. Specify the connection details for the web service. 4. Click to test the connection to your database. If the connection fails, check your database details, then test the connection again. 5. Click to save the new connection. NOTE: To delete or rename an existing connection, right-click the connection, then select the relevant option. Testing your connections To test a connection: 1. Open Data Connections window, then in the Data Connections tree, select the connection that you want to test. 2. In the Actions list, click Test Connection. A confirmation box appears, confirming that the connection succeeded. If the test does not work, you can try the following: Check your connection details and correct any mistakes. Ensure that you save your changes. Restart IIS to update the metadata cache. If the error is txt/xml related, then check for unsupported characters in the result set (for example, edirectory does not support umlauts in the common name field). You will not be able to access any objects until the problem is resolved. If you want to access Desktop Manager or LDMS, then you must have already installed Service Desk. Connection types You specify how you want to retrieve information from the database by setting up connection types for each connection. Each connection type consists of a name and properties, which enable you to retrieve information about a particular object in your database and define which of the object attributes you want to access for asset information. You can set up multiple connection types for each connection. Some connections are pre-configured to access default information from your data sources using the Service Desk Framework. For more information, see Connections on page 138. As a result, the connection types you set up for these connections will require less setting up. You will still need to set up at least one connection type for each connection. 139

140 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE You need to set up all the details for the connection types of the following connectors: Active Directory, ALM, edirectory, Generic Data Source, LDAP, and LDMS. NOTE: For information about the connection type attributes and the TPS Class property, see the LANDesk Service Desk Suite Configuration Management Guide. Creating a new connection type To create a new connection type: 1. On the Data Connections tree, click the connection, then in the Actions list, click New Connection Type. A new connection type appears beneath the relevant connection. 2. Type a name for the connection type, then press ENTER. 3. In the Properties grid, complete the connection type properties according to your connector type. Each of these are described later in this document. 4. Click to save the new configuration. NOTE: To delete or rename an existing connection type, right-click the connection type, then select the relevant option. Selecting connection type attributes Depending on your connection type, you can select which of its attributes you want to make available for importing, linking and reporting purposes. To select the connection type attributes: 1. In the Connection Type Properties grid, click Available Attributes, then click to open the Select Attribute window. The displayed Available Objects depend on the Object Class that you have already set up. 140

141 DATA CONNECTIONS 2. Double-click each Available Object that you want to access. Your selection appears in the Selected Objects list. NOTE: Alternatively, click and to add and remove objects. 3. Click the attribute Title, Description or Size (object field length) to modify it as required. 4. Click OK to save your changes. NOTE: If you have set up a connection type for a Generic Data Source, then you need to select a Primary Key from the drop-down list. This must be a unique attribute, for example User ID. Creating an ALM connection type Creating an ALM connection type is slightly different from other connection types. To create a connection type for ALM: 1. In the Data Connections tree, select the ALM connection, then on the Actions list, click New Connection Type. A new connection type appears beneath the ALM connection, and the property grid changes. 2. Type a name for the connection type, then press ENTER. 141

142 LANDESK SERVICE DESK SUITE ADMINISTRATOR GUIDE 3. In the Properties grid, alongside Table Name click. The Available Classes dialog appears. 4. Select the required ALM class, then click OK. The remaining properties are completed. 5. In the Properties grid, alongside Available attributes click. The Select Attribute dialog appears. 6. Use and to move items between the Available Objects and Selected Object lists. The items in the Selected Objects list will be made available to Service Desk. 7. Click the attribute Title, Description and Size (object field length) to modify them as required, then click OK. The dialog closes. 8. Click to save the changes to the connection type. 142