HDA Integration Guide Help Desk Authority 9.0
2011ScriptLogic Corporation ALL RIGHTS RESERVED. ScriptLogic, the ScriptLogic logo and Point,Click,Done! are trademarks and registered trademarks of ScriptLogic Corporation in the United States of America and other countries. All other trademarks and registered trademarks are property of their respective owners. 2 HDA 9.0 Integration Guide
Contents Contents... 3 Overview... 4 SL360 Tools... 5 From the Tools Menu... 5 From the Toolbar... 5 From the Issue or Asset Window... 6 Desktop Authority... 8 Synchronizing DA with HDA... 8 Scheduling a DA/HDA Synchronization... 10 Remote Support Center... 11 Configuring RSC Security Settings... 11 Description of the View and Full Control Permissions... 14 Deploying ExpertAssist to Remote Computers... 14 Help Desk Authority Remote Support Integration... 17 Integrating Remote Support... 17 PacketTrap... 20 Configuration... 20 Viewing PacketTrap Information... 22 Viewing the Network Maps... 25 User Mapping... 28 Linking Help Desk Authority Users with PacketTrap Users... 28 3 HDA 9.0 Integration Guide
Overview There are several useful tools that you can integrate into Help Desk Authority 9.0. This manual will discuss the configuration and integration of each of the following: Sl360 Tools Desktop Authority PacketTrap Remote Support Center 4 HDA 9.0 Integration Guide
SL360 Tools When integrated with Help Desk Authority, the sl360 Troubleshooting Tool suite provides help desk technicians with dozens of network management and monitoring tools from a single, integrated interface. Launch sl360 troubleshooting tools directly from the help desk ticket, with the proper settings, from the perspective of the affected device Troubleshooting tools include device management, server and application monitoring, deep network discovery and more Create device groups, save tool settings and favorite tools to reduce troubleshooting and resolution times From the Tools Menu From the Tools menu, select sl360 Troubleshooting Tools as shown in the following image From the Toolbar From the Toolbar, select the sl360 icon 5 HDA 9.0 Integration Guide
From the Issue or Asset Window Open the Asset Edit window for the asset or Issue Edit window for Issues Select the 360 Troubleshoot button from the tool bar Select the appropriate tool from the drop down menu An asset must be associated with the issue or the 360 Troubleshoot button will not be present 6 HDA 9.0 Integration Guide
sl360 Tool suite launches and the tool begins to run directly against the selected Issue or Asset The sl360 Tool Suite must be installed on the same machine as the Help Desk Authority Windows client in order to use the integrated features. The integrated functionality is not available via the Help Desk Authority web client. 7 HDA 9.0 Integration Guide
Desktop Authority If your help desk organization uses ScriptLogic s Desktop Authority (DA), you can now integrate it with Help Desk Authority from within the HDServer Modules. DA will synchronize your Assets from a DA_Reporting database, providing more details for each Asset that is used in Help Desk Authority. Synchronizing DA with HDA 1. In the HDServer Modules, select DA Integration from the navigation menu. 8 HDA 9.0 Integration Guide
2. In the Desktop Authority SQL Server Database Properties section, enter the server name (or select it from the drop-down) in the Server: field. 3. If you are using Windows Authentication, check the Windows Authentication checkbox. If not, enter the User Name and Password in the appropriate fields. 4. Enter or select the name of the database in the Database: field. 5. Check the When synchronizing a computer, assign the last logged-in user as the requester checkbox if you would like this functionality to be used. 6. Click either the Synchronize now! button in the toolbar or the Synchronize now! button above the Schedule section to begin an immediate synchronization. As the synchronization occurs, you will be able to view the progress in the percentage bar next to the Synchronize now! button as shown below. The button will also change to read Progressing. 7. After the synchronization is complete, a pop-up notification window will summarize the results as shown below. Click the OK button to close. 9 HDA 9.0 Integration Guide
Scheduling a DA/HDA Synchronization It is not necessary to run manual synchronizations whenever you would like to synchronize Desktop Authority with Help Desk Authority. A more efficient alternative is to set up a synchronization schedule. 1. Check the Schedule the synchronization between Help Desk Authority and Desktop Authority checkbox. 2. In the Schedule Type: drop-down menu, chose from Hourly, Daily, Weekly or Monthly. 3. Select a start date from the Start Date drop-down calendar. 4. Enter a time for the synchronization to run in the field next to the Start Date: field. 5. Select the frequency of synchronization in the Every hour(s) field. 6. Click the Save button on the toolbar to save all settings and schedules. 7. Click the Start Service button on the toolbar to activate the schedule. 10 HDA 9.0 Integration Guide
Remote Support Center When integrated with Help Desk Authority, Remote Support Center ExpertAssist allows help desk technicians to provide advanced remote support capabilities directly from within the help desk ticket. Launch the ExpertAssist web interface directly from within a help desk ticket with single sign-on capabilities Full featured remote support which provides remote control functionality plus "Behind the Screen" management which allows the technician to support end users without having to interrupt them by taking control of their desktop: Help desk chat File transfer File management Secure command prompt View and manage running processes and services Registry access Share and printer management Custom performance monitors PowerShell scripting with readymade scripts for common maintenance operations Alerts can be configured when disk space is too low or when an inbox is nearly full Configuring RSC Security Settings When finished installing RSC, you will need to configure the RSC Management Console to ensure RSC can authorize you to start the remote management session via the ExpertAssist client software: 1. Log into the server hosting RSC, and then click Start > All Programs > ScriptLogic Corporation > Remote Support Center > RSC Management Console. The RSC Login page will open. 2. Type in your Active Directory credentials and click the Login button. The RSC Management Console will show. 3. From the menu bar, select Settings > Security Settings to open the Remote Support Center Security Settings page to perform the necessary initial RSC configuration. 11 HDA 9.0 Integration Guide
4. Edit the IP Filter table to allow computers to access RSC Console: In the IP Filter section, click the pencil icon next to the 0.0.0.0 IP address record. 5. Check the Allow Access to RSC checkbox, then click the checkbox button to save changes. Now you ve added the IP filter rule that allows computer to connect to RSC Console to start the remote management session. 12 HDA 9.0 Integration Guide
Define the users who will have the View and Full Control permissions on remote computers. We recommend assigning the permissions by using Active Directory Groups Permissions. a. In the Active Directory Groups Permissions section, click Change next to Administrators group to add the Full Control right to a specific Active Directory user group. b. In the search window that will be displayed, type in the group name or login name or the beginning part of the names. Click Find to list all the matching items. To narrow your search to specific domain, select it in the Domain drop-down box. Select the desired user group by checking the checkbox next to its name and click Ad d. The user group will show in the corresponding field of the Active Directory Groups Permissions section. c. Click Change next to Users group to grant the View right to a specific Active Directory user group d. Perform step b. To learn more about other permissions, the steps required to edit the granted permissions or assign more granular ones, or how to disallow/allow access to RSC Console from/to specific IP address(es), please review the Granting Remote Access to RSC section in the Remote Support Center 2.5 Administrator s Guide. 13 HDA 9.0 Integration Guide
Description of the View and Full Control Permissions The following table summarizes what the View and Full Control permissions granted to the user group will allow on the Active Directory computers. The domain user that has this permission: View Full Control can connect to remote computer as local user and use the EA management console to reboot, view the computer events, file system, registry, performance data, processes, user/group accounts, view and launch scripts; requires interactive user approval to start the remote control session. can install EA Client can manage remote computer as local admin user and access full functionality of EA management console. Deploying ExpertAssist to Remote Computers To start managing a remote computer, you first have to deploy the ExpertAssist client software. There is a number of ways to deploy the ExpertAssist agent to a remote computer. The recommended approach is to push the client software to all the computers within one domain/organizational unit in one pass. Before you begin To ensure the push operation will run successfully, check that: 1. HDA and RSC reside within the same Active Directory forest. 2. the target remote computer is powered on, is the domain member and is located in LAN; 3. the Remote Procedure Call (RPC) service and Remote Registry are running on the remote computer; 4. TCP port 139 and UDP port 137 are opened on the target computer; 5. The Administrator account is the local admin on every target remote computer. (This is the account specified in the Administrator Account Settings section (Security Settings > Application Configuration). 14 HDA 9.0 Integration Guide
To Push ExpertAssist Client to Computers in One Pass 1. In the Tree pane of RSC Console, expand the Active Directory node so that the necessary domain (or organizational unit) would show in the right-hand Grid pane. 2. In the Operation column of the Grid, click Push next to the name of the necessary organizational unit/domain. 3. Click on the name of the organizational unit/domain content to list their computers and look for the push progress. The rolling azure ring icon displayed next to each of the computers being pushed indicates push is in progress. During deployment, the Type column shows Installation is in progress for each of the computers. 15 HDA 9.0 Integration Guide
Once the EA Client is installed and registered with RSC, the remote computer status will change to Available for management. At the same time Push in the Operation column will change to Manage indicating that the remote computer is ready for remote management via HDA. If for some reason the push operation did not succeed, the computer status icon will be accompanied with the warning icon in the T ype column. When hovering over the icon, the description of the problems which prevented the push to complete will show in the tooltip. By clicking on the icon, you will navigate to the Error Log tab of the Remote Computer Properties page that details the error. For other methods of deploying RSC Clients, see Installing Remote Support Center Clients to Remote Computer in the Remote Support Center 2.5 Administrator s Guide. 16 HDA 9.0 Integration Guide
Help Desk Authority Remote Support Integration Remote Support Integration enables Help Desk Authority Technicians to launch RSC clients on specific assets (computers). Integrating Remote Support 1. In the System Options window (Setup > System Options), check the checkbox labeled Establish Remote Support on Port as shown below. 17 HDA 9.0 Integration Guide
2. Once this option has been selected, technicians will be able to launch Remote Support by clicking the Remote Support button in the Asset window. In the Asset window, you will notice a field labeled Remote Control as. This field can be used to enter actual name of the computer when it is not the same as the Asset name entered. If the Asset name is the same as the computer name, then Remote Control as field can be left blank. 18 HDA 9.0 Integration Guide
3. When the Remote Support button is clicked, a new browser window is opened that launches ExpertAssist client on the remote computer as shown below. If your login credentials have not previously been verified, you will be prompted to enter valid credentials in order to launch ExpertAssist Client. 19 HDA 9.0 Integration Guide
PacketTrap ScriptLogic s PacketTrap is a network management and application tool that allows you to: Monitor the performance of routers, hubs, switches, servers, and applications in real-time Capture traffic data for any device on your network Monitor the health of VMware ESX servers and monitor the health of guest Virtual Machines Provide advanced email and SMS alerts for devices, including servers, switches, hubs, routers, and other network infrastructure gear Monitor the health of your VoIP system The integration of PacketTrap with Help Desk Authority allows you to synchronize the PacketTrap device database with your Help Desk Authority Asset database. ScriptLogic PacketTrap continuously monitors network hardware resources and their metrics. When PacketTrap detects a problem with a device, it creates a device alert which in turn creates a new Issue ticket related to the device or Asset in Help Desk Authority. HDAutoEscalate can be configured to look for tickets created for any particular type of Asset, including PacketTrap Asset Types. Customized notifications are then used to notify all stakeholders of the problem. When the ticket is resolved in Help Desk Authority the PacketTrap device alert that triggered the ticket is reset. If an Asset is deleted from Help Desk Authority the corresponding device will be deleted from the PacketTrap database also. Configuration To configure Help Desk Authority to use ScriptLogic PacketTrap you need to: Specify your ScriptLogic PacketTrap server Define the mapping of PacketTrap priority field values into Help Desk Authority Issue priorities Set the schedule by which your ScriptLogic PacketTrap and Help Desk Authority data will be synchronized Create the rules in HDAutoEscalate to route Issue notifications to appropriate users based on Asset Type Access PacketTrap by clicking the HDServer Modules button on the toolbar, then selecting PacketTrap in the HDServer Modules navigation pane on the left side of the HDServer Modules window: PacketTrap Server This is the server where PacketTrap is installed, and where the web service is installed. The actual web service name is predetermined (hard coded) so all Help Desk Authority needs is the name of the server and it will format the URL to the web service. The Test button will check to see if that service is actually on the designated machine. 20 HDA 9.0 Integration Guide
Priority Mappings PacketTrap maintains its own list of priorities. When an Issue comes over to Help Desk Authority, the mapping shown in the options window determines which Help Desk Authority Issue priority to use for each PacketTrap priority. If for any reason PacketTrap passes something other than P1-P5, the Unknown bucket is used to designate which Help Desk Authority priority to use. Select an Issue priority from the drop-down list for each PacketTrap priority. Device Synchronization - The synchronization of devices can be made manually or by scheduling the synchronization to run at a specific interval. The synchronization schedule is set in the Device Synchronization section. Select a Schedule Type (Daily, Weekly or Monthly) and enter the Start Date. You can further refine the frequency of the schedule depending on the schedule type selected. The actual service to perform the synchronization runs during the HDServer Modules installation, and not the machine where you set the schedule. Note: Device Synchronization Service The Windows service that performs the scheduled synchronization of devices into Assets is installed with the HDServer Modules and runs on the machine the HDServer Modules runs on, not the machine where you set the schedule. Please be sure to install the HDServer Modules. You can perform a manual synchronization by clicking the Synchronize Now button. Use the Stop Service button to stop the synchronization service. 21 HDA 9.0 Integration Guide
Note: Device/Asset Name Conflicts During the synchronization, if an Asset has already been created with the same device name through some other source like HDAsset, DA integration or manually added Assets, the synchronization will update the Asset Type to match the PacketTrap device role. Viewing PacketTrap Information You can view the PacketTrap data for a particular Asset through the Asset Edit screen for the Asset or for an Asset associated with a particular Issue through the Issue screen. In the Asset Edit Screen To view the PacketTrap data for a particular Asset in the Asset Edit screen: Open the Asset Edit window for the Asset. Click the Asset Icon, enter the Asset name and click the OK button OR select the Asset Type of the Asset and search for the Asset (see the note Filtering PacketTrap Assets below.) Click the button to open the PacketTrap page for this Asset. 22 HDA 9.0 Integration Guide
Note: Filtering PacketTrap Assets A device in PacketTrap becomes an Asset in Help Desk Authority. Each device/asset is assigned an Asset Type during synchronization. If you do not know the Asset name of the Asset/device, use Asset Type in the Asset screen to display the list of Assets with the requested Asset Type. To view the PacketTrap data for an Asset associated with a particular Issue from within the Issue: Open the Issue Edit window by clicking the Issue icon, entering the Issue number and clicking the OK button OR use a Query to generate a list of all PacketTrap Issues from which you can select the Issue you are interested in (see the Locate all PacketTrap Issues note below). Click on the button on the Asset tab 23 HDA 9.0 Integration Guide
To locate all PacketTrap Issues: To help find Issues created by PacketTrap you should create a Query that uses the Origin field to find and display all PacketTrap Issues. To create this Query: 1. Open the Query Manager (click the Query button on the toolbar), select a folder and category to save the Query in and click the Add button. 2. Select Origin in the Fields available selection list, and click the Add Condition button. 3. Select Equals from the next drop-down menu. 4. Select PacketTrap from the next drop-down menu. 5. Click the Save As button. 24 HDA 9.0 Integration Guide
6. Enter the Query name in the Query Name field and click the Save button again. To run the Query, go to Queries in the Navigation Pane, open the folder and category you created the Query in and click on the name of the Query. Viewing the Network Maps To view the network maps generated by PacketTrap, click the Network Maps button in the navigation pane as shown below. This will display the list of Network maps for each location or organization from PacketTrap. Select the map you would like to view. 25 HDA 9.0 Integration Guide
Use the + or - buttons to adjust the map view. The map will be presented in the selected view. 26 HDA 9.0 Integration Guide
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User Mapping In the Help Desk Authority Server Modules, the visibility of network maps is controlled by User Mapping. Linking Help Desk Authority Users with PacketTrap Users 1. From the PacketTrap menu, select User Mapping. This will open the User Mapping window as shown below. 2. To link (map) two users together, select a Help Desk Authority user from the Left column and a PacketTrap user from the right column, then click the Link Users button. 28 HDA 9.0 Integration Guide
3. Once the two users have been linked together, they will appear in the bottom list of linked users as shown below. To un-link the users, simply highlight the pair and click the Unlink button between them. 4. To map all matching users automatically, click the Attempt Automatic Mappings button. When the automatic mapping is successful, an updated list of linked users will be presented, along with a pop-up message reporting the number of matches found 29 HDA 9.0 Integration Guide