LANDESK Service Desk. Desktop Manager

LANDESK Service Desk Desktop Manager

LANDESK SERVICE DESK DESKTOP MANAGER GUIDE This document contains information, which is the confidential information and/or proprietary property of LANDESK Software, Inc. and its affiliates (referred to collectively as LANDESK ), and may not be disclosed or copied without prior written consent of LANDESK. To the maximum extent permitted under applicable law, LANDESK assumes no liability whatsoever, and disclaims any express or implied warranty, relating to the sale and/or use of LANDESK products including liability or warranties relating to fitness for a particular purpose, merchantability, or infringement of any patent, copyright or other intellectual property right, without limiting the rights under copyright. LANDESK retains the right to make changes to this document or related product specifications and descriptions, at any time, without notice. LANDESK makes no warranty for the use of this document and assumes no responsibility for any errors that can appear in the document nor does it make a commitment to update the information contained herein. For the most current product information, please visit www.landesk.com. Copyright 2011, 2014, 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\012 Issue 1.5 2

Contents Contents 3 Service Desk Desktop Integration 5 Integration process 6 Creating the registration information 6 Setting up Desktop Integration with LDMS 6 Setting up Desktop Integration with ZENworks 10 Setting up Desktop Integration with System Center Configuration Manager (SCCM) 14 Importing data from your Desktop Management System into Service Desk 20 Modifying windows to show desktop management menus 23 ZENworks Lookup 25 Linking to external applications from within Service Desk 28 Setting Desktop Manager privileges 32 Auditing desktop integration actions 33 Index 35

LANDESK SERVICE DESK DESKTOP MANAGER GUIDE 4

Service Desk Desktop Integration This document describes the processes involved in setting up Desktop Integration within LANDESK Service Desk. The different desktop management systems are documented separately, so that you can choose the relevant section of the document depending upon which desktop management system you are using. If you are using LANDESK Management Suite (LDMS), see Setting up Desktop Integration with LDMS on page 6. If you are using ZENworks, see Setting up Desktop Integration with ZENworks on page 10. If you are using SCCM, see Setting up Desktop Integration with System Center Configuration Manager (SCCM) on page 14. There is also a general section which describes how you import configuration item data into Service Desk, and finally, how to link to external applications. Service Desk Desktop Integration enables you to interactively manage users computers using the remote tools, inventory information and so on that are provided by LANDESK Management Suite or similar desktop management systems. For example, if you are using LDMS, when you log an Incident, you can view the latest inventory from the LDMS database and, if necessary, use LDMS remote tools to resolve the incident. NOTE: Before you configure Desktop Integration within Service Desk, we recommend that you set up your desktop management software on your client computers.

LANDESK SERVICE DESK DESKTOP MANAGER GUIDE Integration process To integrate Service Desk and your desktop management system, you need to: 1. Create some registration information on any workstations from which you want to use the integration between Web Desk and SCCM 2012, or from which you want to use any links between Web Desk and external applications. A batch file is provided to help with this. For more information, see Creating the registration information on page 6. 2. Ensure that you have a business object that you can use to link to your desktop management system (for example, a Configuration Item). For more information, see the LANDESK Service Desk Designer Guide. 3. Create a connection between Service Desk and your desktop management system, specifying the relevant connection details. 4. Specify the business object and attribute that Service Desk will use to identify the correct item within your desktop management system. 5. Modify the required windows in Service Desk to enable the desktop management menu. For more information, see Modifying windows to show desktop management menus on page 23. 6. Set the appropriate Configuration\Desktop Management privileges in the Administration component. For more information, see the LANDESK Service Desk Administrator Guide,and for additional SCCM requirements, see SCCM User Permissions on page 20. Creating the registration information If you want to use the integration between Web Desk and SCCM 2012, or you want to use any links between Web Desk and external applications, you need to create some registration information on any workstations that are going to use these features. A batch file is provided to help with this. CAUTION: Running this batch file adds a new browser protocol to the workstation. Before running the batch file, make sure you have considered the security implications and are happy with them. To create the registration information: 1. Copy the file \Program Files (x86)\landesk\service Desk\WebApp\WebAccess\Content\RegisterWebLaunch.bat from the Service Desk server to ALL of the workstations from which you want to run the SCCM features, or from which you want to use any links between Web Desk and external applications 2. Run RegisterWebLaunch.bat on each of these workstations. Setting up Desktop Integration with LDMS Setting up your client workstations To use LDMS, you must first install the LANDESK management console. You need irccntr.exe and isscntr.exe to launch the LDMS component. Your analysts must have permission to use LANDESK remote control functions. Create a LANDESK Management Suite connection You need to configure Service Desk so that it can communicate with LDMS. You do this by creating a new LDMS connection. NOTE: This is different from creating a connection using Data Connections, which you may have created to import information from an external data source. 6

SERVICE DESK DESKTOP INTEGRATION To create a new connection: 1. In Service Desk, start Desktop Manager. 2. On the Management Systems tree, double-click the LDMS node. The Properties grid appears. 3. Ensure that the path name to the required folder is correct. 4. With LDMS selected on the Management Systems tree, on the Actions list, click New Connection. 5. Type a name for the new connection. 6. On the Connection String property grid, complete the following information: Provider The provider that enables access to the information in your desktop management system. For example, SQLOLEDB. Server (Data Source) The name of the server on which LANDESK Management Suite (LDMS) is set up and configured. Typically, LDMS installs to a database instance called ldmsdata; if LDMS is installed on a specific database instance, you need to include this in the form server\dbinstance. For example, LDServer\ldmsdata. Database The name of the database that is used by LDMS. User ID The User ID for the database that is used by LDMS. Password The Password for the database that is used by LDMS. Click the password. Click OK., then enter and confirm Is LANDESK on an Oracle Database? Select True if your LANDESK Server is using an Oracle database. Select False if it is not. NOTE: You don t usually need to include a value for the Core Server Name property. 7. On the LANDESK MBSDK Service Details property grid, complete the following information to enable the software distribution functions of LDMS from Service Desk: LANDESK MBSDK Service URL The URL for the LANDESK MBSDK service. For example, http://servername/mbsdkservice/msgsdk.asmx. User Name The user name used to access the MBSDK web service. Domain The domain name of the web service user. Password The password used to access the MBSDK web service. 7

LANDESK SERVICE DESK DESKTOP MANAGER GUIDE Server Date/Time Format the date/time format on the LDMS server. 8. By default the Debug property is set to False, but if you are having difficulties during set up, select True to enable you to see the LDMS commands before they are executed. 9. Click. Specifying the unique identifier for your remote objects Before you can use your desktop management functions, you must first set up how Service Desk identifies the specific remote object that you want to manage on the connection that you have set up. You do this by selecting the business object from which you will use Desktop Integration, then specifying the attribute that contains the unique identifier for the remote objects that you want to manage. Service Desk will use this unique identifier to search for a match on your LDMS system. If a match is made, you can then connect to that remote object. For example, you can specify that a Desktop Integration connection can occur on your Configuration Management Configuration Item PC object. When you use the Desktop Integration menu on the PC window, Service Desk searches your LDMS system according to the attribute that you specified on the PC business object. For example, in the case of LDMS, this is the attribute that contains the Computer ID. When the corresponding Computer ID is found on your LDMS system, then Service Desk enables you to use LDMS functions (such as remote control) on that specific PC instance. To specify the unique identifier for your remote objects: 1. On the Management Systems tree, select the connection you have created, then on the Actions list, click New Business Object. The Select Business Object dialog appears. 8

SERVICE DESK DESKTOP INTEGRATION 2. On the Business Objects tree, select the business object that you want to manage using Desktop Management. NOTE: You will use the desktop management shortcut menu from the window that you have created for this business object. 3. On the Attributes tree, select the LANDESK computer ID attribute which contains the unique identifier for the remote objects on the connection that you have created. 4. Click OK. 5. Click. 6. Repeat if required for other business objects. For example, PC, Laptop, Server and Workstation. 9

LANDESK SERVICE DESK DESKTOP MANAGER GUIDE Setting up Desktop Integration with ZENworks Before configuring Desktop Integration with ZENworks, you need to ensure that you have the required license from your supplier. If you do not, the ZENworks node is not visible on the Management Systems tree within the Desktop Manager component of Service Desk. You need to: Install ZENworks Remote Control Viewer onto each client computer (see Installing ZENworks Remote Control Viewer on page 10). Configure Desktop Manager to connect to ZENworks (see Configuring Desktop Integration for ZENworks on page 10). Configure the required business objects (see Specifying the unique identifier for your remote objects on page 11) and add the plugin menu to the required Configuration Item windows (see Adding the plugin menu to the required CI windows on page 13). Use the Data Connections component of Service Desk to create import configurations (see Creating the required import configurations on page 13). NOTE: Make sure you use the ZENworks CM branch in the Management Systems tree of Desktop Manager. The ZENWorks branch relates to an earlier version of ZENworks, which is now unsupported. Installing ZENworks Remote Control Viewer You need to install the ZENworks Remote Control Viewer onto each client computer. To install ZENworks Remote Control Viewer onto a client computer: 1. From the client computer, log into ZENworks Console. 2. On the Server Tools control panel, click Remote Control. The Remote Management dialog appears. 3. At the bottom of the Remote Management dialog, click the Install Remote Management Viewer link. A dialog appears asking if you want to run or save this file. 4. Click Run. The Remote Management Viewer link is installed. Configuring Desktop Integration for ZENworks When the Remote Management View has been installed on each client computer, you can configure the settings in the Desktop Manager component of Service Desk. To configure ZENworks in Desktop Manager: 1. In Service Desk, start Desktop Manager. 2. On the Management Systems tree, double-click the ZENworks CM node. 3. In the property grid, ensure that the ZENworks VNC path is correct. 4. On the Actions list, click New Connection. The New Connection properties grid appears. 5. Alongside the ZENworks Control Center address property, type the required path. For example, vmzen10.vmlddom.local/zenworks. 6. Leave the Remote Control Port as 5950. 7. Alongside the Field Name for ZENworks GUID property, type the Name (not title) of the attribute on the business object that contains the value of the ZENworks Device GUID. For example, _SerialNumber. 10

SERVICE DESK DESKTOP INTEGRATION NOTE: This value is case-sensitive and you can find it by looking at the attribute properties of the business object in the Object Designer component of Service Desk. 8. Click. Specifying the unique identifier for your remote objects You now need to create a new business object to specify the unique identifier for the business object. To specify the unique identifier for your remote objects: 1. On the Management Systems tree, select the connection you have created, then on the Actions list, click New Business Object. The Select Business Object dialog appears. 11

LANDESK SERVICE DESK DESKTOP MANAGER GUIDE 2. On the Business Objects tree, select the business object that you want to manage using Desktop Integration. NOTE: You will use the desktop integration shortcut menu from the window that you have created for this business object. 3. On the Attributes tree, select the Distinguished Name attribute that contains the unique identifier for the remote objects on the connection that you have created. 4. Click OK. 5. Click. 6. Repeat if required for other business objects. For example, PC, Laptop, Server and Workstation. The next step is to add the plugin menu to the relevant configuration item windows. 12

SERVICE DESK DESKTOP INTEGRATION Adding the plugin menu to the required CI windows To add the plugin menu to a configuration item window: 1. In Service Desk, start the Window Manager component. 2. On the Business Objects tree, expand the Configuration Management folder, and open the required window. 3. Select a blank area on the window, and expand the Properties grid ( ). 4. Alongside the Show Plugin Menu property, select True. 5. Click. NOTE: When you have configured Service Desk to use ZENworks, we recommend that you restart Service Desk. Creating the required import configurations The next step is to import the required information from ZENworks. To create the required import configurations: 1. In Service Desk, start the Data Connections component. 2. On the Data Connections tree, select the Generic Data Source node, then on the Actions list click New Connection. 13

LANDESK SERVICE DESK DESKTOP MANAGER GUIDE 3. On the Properties grid, specify the relevant connection information. 4. Click. 5. On the Actions list, click New Connection Type. 6. On the Properties grid, alongside the TPS Class Description property, type zdevice. 7. Alongside the Available Attributes property, click. The Select Attribute dialog appears. 8. Add the required attributes to the Selected Attributes list. 9. Alongside the Hostname attribute, in the Is Name column, select True, then click OK. 10. Click. The next step is to set up an import configuration. For more information, see Creating an import configuration on page 21. Setting up Desktop Integration with System Center Configuration Manager (SCCM) Service Desk and the SCCM console both need to be installed on each workstation that requires the SCCM tools, and your Service Desk system needs to be licensed for the Microsoft System Center Configuration Manager component. You do not need to install the SCCM Console on the Service Desk Application Server to configure the integration. NOTE: If you want to use SCCM from Web Desk, you need to create the registration information that is used to launch the SCCM applications. For more information, see Creating the registration information on page 6. 14

SERVICE DESK DESKTOP INTEGRATION Create an SCCM connection Desktop Manager needs to be configured so that the default SCCM connection connects to your Microsoft SCCM database. To configure the connection: 1. In Service Desk, start Desktop Manager. 2. On the Management Systems tree, double-click the Microsoft SCCM node. The Properties grid appears. 3. Click alongside Parameters in the Property grid. The Parameter Editor dialog appears with default values entered. 4. Make sure that the default values provided are correct, then click OK. These settings are different for SCCM 2007 and SCCM 2012. Make sure you set the parameters for the appropriate version. 15

LANDESK SERVICE DESK DESKTOP MANAGER GUIDE 5. Expand the Microsoft SCCM node and double-click the Microsoft SCCM sub-branch. The Properties grid updates. 6. Set IsDebug to False. 7. Click alongside Parameters in the Property grid. The Parameter Editor dialog appears with default values for the connection type entered. 8. In the Value column for SMSSERVER, type the name of the SCCM Central Server. 9. In the Value column for SITECODE, type the Site code for the Central Site, then click OK. 10. Click. Specifying the unique identifier for your remote objects Before you can use your desktop management functions, you must first set up how Service Desk identifies the specific remote object that you want to manage on the connection that you have set up. You do this by selecting the business object from which you will use desktop management, then specifying the attribute that contains the unique identifier for the remote objects that you want to manage. Service Desk will use this unique identifier to search for a match in SCCM. If a match is made, you can then connect to that remote object. We recommend that you use the String attribute provided on the Configuration Item object called ID to store the SCCM ID. For example, you can specify that a desktop management connection can occur on your Configuration Management Configuration Item Workstation object. When you use the desktop management menu on the Workstation window, Service Desk searches your desktop management system according to the attribute that you specified on the Workstation business object. To specify the unique identifier for your remote objects: 1. On the Management Systems tree, select the Microsoft SCCM connection you have created, then on the Actions list, click New Business Object. The Select Business Object dialog appears. 16

SERVICE DESK DESKTOP INTEGRATION 2. On the Business Objects tree, select the business object that you want to manage (for example Configuration Management Configuration Item Workstation). 3. On the Attributes tree, select the attribute that will store the SCCM ID (for example ID), then click OK. A new business object appears on the Management Systems tree. 17

LANDESK SERVICE DESK DESKTOP MANAGER GUIDE 4. Click. 5. Repeat as required for any other business objects. Setting up the import data connection for SCCM To import data from SCCM into Service Desk, you use the Data Connections component to create the connection to the Microsoft SCCM database and then define which attributes are used in the import process. NOTE: Before you can import machine data into your Configuration Items, you need to define an SCCM Collection in the SCCM console. After you have saved the collection, a SQL view is created that can be used as the table name that is the basis of your data import. For more information about SCCM, refer to the Microsoft SCCM documentation. To determine the SQL view name for the SCCM Collection: 1. In SCCM Configuration Manager Console, either define a new collection for the information to be imported, or determine the Collection ID of an existing collection that is suitable. NOTE: You can determine the Collection ID by viewing the properties of the collection in SCCM Configuration Manager Console. The Collection ID appears at the bottom of the dialog. 2. From this Collection ID, determine the SQL view name that you will use as the table name when creating the Connection Type in Service Desk. All Collection SQL view names start with _RES_COLL_ and end with the Collection ID. For example _RES_COLL_SMS00001. 18

SERVICE DESK DESKTOP INTEGRATION To create the SCCM data connection: 1. In Service Desk, start Data Connections. 2. In the Data Connections tree, select the Generic Data Source node, then on the Actions list, click New Connection. An OLEDB5 branch is added to the tree and a property grid appears. 3. Name the branch SCCM, and complete the property grid as follows: Provider SQL Server Server the name of your SCCM Database server Data Source the SCCM database; this is usually of the form SMS_sitecode (for example, SMS_ VMT) User ID the SQL Server login Password the SQL Server password NOTE: The SCCM installation recommends that SQL Server has only windows authentication enabled, so you may need to enable Mixed mode authentication for SQL Server before this connection will work. 4. Click. 5. Select the SCCM connection, then on the Actions list, click New Connection Type. 6. Name the connection type SCCM computers. 7. In the property grid, alongside Table Name select the SQL view that you determined earlier. For example, _RES_COLL_SMS00001. 8. Alongside Available attributes, click and select the attributes you want to import. 9. Set the Primary key to Name (this will be the computer name). NOTE: If you have a second view for servers, create a second data connection type to point to the second Server view you created. The next step is to set up an import configuration. For more information, see Creating an import configuration on page 21. The mapping you create depends on the version o f SCCM you are using: For SCCM 2007, map Resource ID onto ID in Service Desk, and Name onto Title. For SCCM 2012, map Host Name onto ID in Service Desk, and Name onto Title. For both versions of SCCM, set the Primary Key to Title. You may choose to add a filter to the import to restrict which data is imported. 19

LANDESK SERVICE DESK DESKTOP MANAGER GUIDE Testing the Data Connection To test the data connection, create a query against the Data connection and connection type in Query Designer. This shows the data before starting the import. SCCM User Permissions Before users can use SCCM desktop integration within Service Desk, you need to allocate them to groups or roles that have the appropriate Service Desk privileges. SCCM uses the SMS privileges under Desktop Management. NOTE: For information about setting Service Desk privileges for Desktop Manager, see Setting Desktop Manager privileges on page 32. You also need to define as users in the SCCM console anyone who wants to use the SCCM remote tools and Resource explorer. NOTE: For more detailed information about the following procedure, refer to the documentation provided with SCCM. To define a user in SCCM: 1. Start the SCCM Admin tool and expand the Security Rights folder. 2. Select Users, then click Manage ConfigMgr Users. 3. Complete the wizard. Importing data from your Desktop Management System into Service Desk Before you can import data from your Desktop Management System to create configuration items within Service Desk, you need to create a connection to the database. If you are using LDMS or ZENworks, then you can create the required connections using the relevant node on the Connections tree. NOTE: If you are using SCCM, then you need to create a Generic Data Source connection to the SCCM database using the Data Connections component, and then specify from which table you want to import data. 20

SERVICE DESK DESKTOP INTEGRATION When you have created this connection and connection type, you can map the fields in your existing data sources to attributes in Service Desk, and import the data into Service Desk using the Data Import component. To create a new connection: 1. In Service Desk console, start Data Connections, select the relevant connector, 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 required connection properties. 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. The next step is to create a connection type to select the database table from which you want to import the data, and the attributes that you want to import. 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. Creating an import configuration You can schedule when you import the data, for example, each night at midnight. In addition to importing current data into Service Desk, you can import data that is marked as deleted. For example, you may have a very large customer database that you want to import into Service Desk. Within this external database, you may have a number of customers that are no longer with your organization. Instead of having to manually delete these users in either your external database or once they are within Service Desk database, you can map the deleted attribute to a soft delete attribute, so that they are automatically deleted. This will save you time and effort. NOTE: The attribute that you use to indicate a True or False value is the attribute that you need to map to the Soft Deletion attribute. This is typically a Boolean data type. The True value could be Y, Yes, True, 1 and so on as opposed to the False value which could be N, No, False, 0 and so on. To create a new import configuration: 1. In Service Desk, start Data Import. 2. On the Import Mappings tree, select the Scheduled Imports folder. 21

LANDESK SERVICE DESK DESKTOP MANAGER GUIDE 3. On the Actions list, click New Scheduled Import. 4. Specify the required import time and frequency, then click. 5. On the Import Mappings tree, select the schedule you have just created, then on the Actions list, click New Import Mapping. The New Import Mapping window appears. 6. In the Source Module list, select the required module. 7. Select the Source Business Object from which you want to import data. 8. Repeat for the target objects. 22

SERVICE DESK DESKTOP INTEGRATION 9. If required, you can filter the data from the source. In the Filter list, select the required filter, or click [New]. 10. If required, you can use a bespoke plugin to convert a source attribute. In the Plugin list, select the required plugin. For example, you may want to append a field with further data before importing that information into a single field. NOTE: Contact your Service Desk supplier to request bespoke plugins. 11. Drag the attributes that you want to import data from onto the target attributes. 12. You need to specify the Target Key attribute. In the Target Attributes list, select the required business object, then on the Actions list, click Set Target Key Attribute. NOTE: Alternatively, right-click the required business object, then click Set Target Key Attribute. The Target Key Attribute dialog appears. 13. Select the required attribute you want to set as the key attribute, then click OK. 14. If required, you can transform the data that you are importing. For example, you can truncate Incident IDs, convert the case of a name and so on. WARNING: You cannot transform the target key attribute. For more information about transforming your data and converting attribute values, see the LANDESK Service Desk Administrator Guide. 15. Alongside the Log File Path box, click to browse to a suitable location where you want to store the data import log file. The Save As dialog appears. 16. Type a log file name, then click Save. The Log File Path box populates with the path and filename of the log file. 17. Click. The import runs at the scheduled time. NOTE: Alternatively, click the Import Mapping you have just created, then click Import Data Mapped on the Actions list to import the data immediately. 18. You can create more than one import mapping, as described above, and you can change the order (or priority) in which the import mappings take place. You do this by dragging the mapping to the required position on the Import Mappings tree. NOTE: For information about data import errors, see the LANDESK Service Desk Administrator Guide. Modifying windows to show desktop management menus After you have connected Service Desk to your desktop management system, you can configure the windows (such as the Configuration Item window) or related attributes (such as the Configuration Item attribute on the Incident window) to have access to the desktop management shortcut menu. You do this by showing the plugin menu on either the window or the related attribute on a window. When you have configured the required windows, users can right-click the window or related attribute to access the desktop management shortcut menu. NOTE: This shortcut menu will not work if you have not set up your Desktop Manager connection correctly. To modify the required windows: 1. In Service Desk, start Window Manager. 2. On the Business Objects tree, locate and open the required window. NOTE: You can modify the window, or specific related attributes on the window. 23

LANDESK SERVICE DESK DESKTOP MANAGER GUIDE 3. If you are modifying the window, ensure that you have the window selected, then click to display the Properties grid. NOTE: If you are modifying related attributes on a window, see step 7. 4. Alongside the Show Plugin Menu property, select True. 5. Click. 6. Repeat as required for the windows for the business objects you specified earlier. For example, you may have different windows for PC, Workstation, Server and so on. 7. If you are modifying a related attribute on a window, select the relevant attribute, then expand the Properties grid. 8. Alongside the Show Plugin Menu property, select True. 9. Click. NOTE: Using Window Manager, you can test the window to ensure it appears as expected. You can also test to see whether the desktop management menu appears. To do this, on the Actions list, click Test Window. Right-click either the window or related attribute and the Desktop Management shortcut menu appears. Click End Test. NOTE: If you set up a related attribute with the desktop management shortcut menu, then the menu is available only on that attribute, and not on the window. If you use the process window to select a Configuration Type and Item that you have not connected to using the Management Systems tree, then you will not see this shortcut menu. 24

SERVICE DESK DESKTOP INTEGRATION Deploying patches using LDMS For performance reasons, we recommend that if you deploy a patch using LDMS from Service Desk, that you deploy no more than six patches at a time. To deploy a patch from Service Desk using LDMS: 1. Make sure you have set up Desktop Manager to use LDMS, as described in Setting up Desktop Integration with LDMS on page 6. 2. Right-click the CI that you want to deploy patches to. The Deploy Patch dialog appears, listing the available patches and the time of the last vulnerability scan. 3. Select the patch(es) that you want to deploy, then click OK. The Patching dialog appears, showing the progress of the patch deployment. indicates that the patch has been successfully deployed indicates that the patch is being deployed indicates that the patch is scheduled for deployment ZENworks Lookup Using the look up features of edirectory you can look up the computer using the User, or look up the current user by using the configuration item name from the Incident window in Service Desk. WARNING: We strongly recommend that you do the following only if you are an advanced user of Service Desk. To access the handlers you need in Service Desk, you must modify the console.exe.config file, then add the following lines: <add key="showhandlerconfiguration" value="true" /> <add key="configurehandlers" value="true" /> You then need to restart Service Desk. We strongly recommend that after you have modified your windows, that you remove the handler entries from the console.exe.config file. You need to: Modify the Incident window, and add two buttons, selecting the relevant handlers. Configure the Runtime handlers. To modify the Incident window for ZENworks lookup: 1. In Service Desk, start the Window Manager component, and open the Incident window. 2. Expand the Controls tree. 3. Click Button and then click on the window workspace. The button is added to the window. 25

LANDESK SERVICE DESK DESKTOP MANAGER GUIDE 4. With the button selected, expand the Properties grid, and alongside Handlers property, click. A dialog appears. 5. Expand the edirectorylookup branch. 6. Add edirlookupbuttonenable(iclientbutton) and WorkstationLookup(IClientButton) to the Configured Handlers list, then click OK. 7. Alongside the Text property, type a name for the button, for example Lookup Computer. 8. Resize and position the button as required. 9. Add another button to the window, and this time, expand the edirectorylookup nodes, and select edirlookupbuttonenable(iclientbutton) and UserLookup(IClientButton). 10. Alongside the Text property, type a name for the button, for example Lookup User. 11. Resize and position the button as required. 12. Click to save the changes you have made. The next stage is to configure the runtime handlers that you have added to the Incident window. 26

SERVICE DESK DESKTOP INTEGRATION NOTE: Before you configure the handlers, ensure that you have created connections and connection types to edirectory. For information about creating connections and connection types, see the LANDESK Service Desk Administrator Guide. You must also ensure that you have imported the relevant users and computers into Service Desk, and that the edirectory distinguished name is contained within the relevant attribute. To configure the runtime handlers: 1. In Service Desk, start the Event Handler Configuration component. NOTE: You may have to add this component to your shortcut bar as it is not a commonly used component. The Runtime Handlers tree lists all of the runtime handlers that you are using. The items that appear here may be different to those shown as you may not use all or any of the runtime handlers. 2. Expand the Touchpaper.Client.ApplicationLogic.eDirectoryLookup.eDirectoryLookup folder. 3. Expand the edirlookupbuttonenable folder, then double-click the name of the window that you added the buttons to. The edirectory Lookup Configuration property grid appears. 4. Set the following values: User Module the name of the data connector that you have created. For example, edirectory. User Form Control User. You can select other identifying attributes if required, but you must ensure that they are unique attributes on that window. User Business Object Type the relevant User Type. User Attribute the attribute that you are going to search on. For example, Title. Again, this attribute must have the distinguished name from edirectory contained within it. Workstation Module the name of the data connector that you have created. For example, edirectory. Workstation Form Control ConfigurationItem. Workstation Business Object Type Configuration Item. You could also select Asset or Service depending upon your configuration. 27

LANDESK SERVICE DESK DESKTOP MANAGER GUIDE Workstation Attribute the attribute that you are going to search on. For example, Title. This attribute must have the distinguished name from edirectory contained within it. Show Diagnostic Messages True or False depending upon whether you want to show detailed error messages or not. NOTE: In an edirectory tree, each object's name is referred to as its Relative Distinguished Name or RDN. The value of the RDN is equivalent to the value of the object's naming attribute, which is determined by the object's expanded object class definition. 5. Click. You can now use edirectory Lookup from the window that you modified earlier. For example, the Incident window. Linking to external applications from within Service Desk You can link to any application installed on your computer from within Service Desk. You can add an item to the Actions available in Web Access (or a right-click menu in Console) to enable your users to access this information from their workspace. Users can also access this menu from queries that are based upon the same business object. For example, you could add an item to the Actions list that appears with your Incident window in Web Desk that searches the internet to find any matching articles to the Title or Description of your Incident. The following procedure uses this example. There are a number of steps involved in adding this menu to your window, which are detailed below. 1. Create a connection within the Desktop Manager component of Service Desk. 2. Specify the business object that you want to add to that connection. 3. Using Window Manager, add the Plugin Menu to the required window. NOTE: To use links to external applications from within Web Desk, you must also create the required registration information on each workstation. For more information, see Creating the registration information on page 6. To create a generic Desktop Manager connector: 1. In Service Desk console, start the Desktop Manager component. 2. On the Management Systems tree, select the External Connections node, then on the Actions list, click New Connection. 3. On the Management Systems tree, name the connection, for example, MSDN, then press ENTER. 28

SERVICE DESK DESKTOP INTEGRATION 4. Alongside the Menu Title property, type the text that will appear on the menu that appears when the user right-clicks the window or specific field. For example, MSDN Search. 5. Alongside the Application property, type the name location on your computer of your preferred search engine. For example, C:\Program Files\Internet Explorer\iexplore.exe. NOTE: You must remember to put the file name of the application as seen in Windows Explorer, rather than the name of the application that you may see from your start menu, as these names are often different. The next two properties Prefix and Postfix depend on the application that you are connecting to. You may need to specify neither, one, or both. Together with the value supplied by Service Desk, these values create the parameter string used by the external application. Prefix is the text added before the value supplied by Service Desk; Postfix is the text added after the value. 6. Using the MSDN example, you need to determine the prefix for a search. Start your web browser and run a search in MSDN. The Address field provides the Prefix and Postfix. For example: 7. In this example, we have searched for LANDESK, and for the prefix, copy everything up to the word LANDESK, and paste this into the Prefix property. 29

LANDESK SERVICE DESK DESKTOP MANAGER GUIDE 8. Next, for the Postfix property, copy the text that comes after the word LANDESK. 9. Alongside the Debug property, you would typically select False. 10. Click. Each window is based on a single business object. The next step is to link this connection to the business object upon which the window is based. To select the required business object: 1. With the connection that you have just created, on the Actions list, click New Business Object. The Select Business Object dialog appears. 30

SERVICE DESK DESKTOP INTEGRATION Below, we continue our example of adding the ability to search the text entered in the Title attribute of the Incident business object. 2. On the Business Objects tree, expand Incident Management folder, then select the Incident business object. The business object attributes appear in the Attributes list. 3. In the Attributes list, select Title, then click OK. 4. Click. The final step is to use the Window Manager component to add the action to the required window. Following our example, we will add this action to the Incident window. NOTE: If you are adding this functionality to configuration items, then you need to configure the relevant Configuration Item window. Then, to enable your users to access this action from the Incident window, you need to add the Plugin menu to the related configuration item control on that window. To add the action to a window: 1. Start the Window Manager component, and on the Business Objects tree, expand the relevant module and business object folders, and open the required window. For example, Incident Management Incident Incident window. 2. In the Window Editor, select the window, then expand the Properties grid. 31

LANDESK SERVICE DESK DESKTOP MANAGER GUIDE 3. On the Properties grid, alongside the Show Plugin Menu property, select True. 4. Save the changes to the window. Users who have access to the window that you have just modified now have access to this action when they view an incident in Web Desk. In the Service Desk console, the action appears on a right-click menu. Setting Desktop Manager privileges Before an analyst can use the Desktop Management features from Service Desk, they need to be added to a role or group that provides the appropriate privileges. NOTE: For more information about users, groups, roles, and privileges, see the LANDESK Service Desk Administrator guide. To set the required Desktop Manager privileges: 1. Select the Execute privilege for the Desktop Management tool that you are using. 2. In the Privileges tree, select the Desktop Management tool that you are using, then select the Execute privilege for the Desktop Management functions that you want to provide. 32

SERVICE DESK DESKTOP INTEGRATION NOTE: The Desktop Management functions available depend on the Desktop Management tool that you are using. Auditing desktop integration actions You can track the history of desktop integration actions performed on a CI by defining a default query for the Configuration Item Audit Item object. To enable the auditing of desktop integration actions: 1. Make sure your desktop integration is set up and working properly, as described earlier. 2. In Query Designer, create a system query based on the Configuration Item Audit Item object in the Configuration Management object. 3. Add the attributes Function, Value, and Process Class Type.Title to the query, and save it. 4. In Object Designer, open the Configuration Management\Configuration Item Audit Item object. 5. On the Properties grid, alongside the Default Query property, select the query that you have just created, then click. WARNING: When you change the Default Query property, it is saved immediately not when you save the changes to the object. To view the desktop integration audit trail: NOTE: Make sure the Show Plugin Menu property for the appropriate CI window in Window Manager is set to True. 1. Open the window for the CI that you want to view the audit trail for. 2. Right-click the CI window, then click CI Audit Trail. The CI audit trail dialog appears, displaying the results of the query you created above. 33

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Index A actions external applications 28 auditing desktop management 33 C connection types creating 21 connections creating 21 deleting or renaming 21 creating connection types 21 connections 21 D data import setting up mappings 22 Target Key attribute 23 deleting connections 21 Desktop Management linking to external applications 28 menus 23 privileges 32 I importing from desktop management systems 20 L LANDESK Management Suite 6 LDMS deploy patches 25 integration 6 M Management Suite LANDESK 6 menus on windows for Desktop Management 23 Microsoft System Center Configuration Manager 14 P patches from LDMS 25 plugin menu CIwindows 13 privileges Desktop Management 32 SCCM 20 R renaming connections 21 S SCCM connection 15 desktop integration 14 privileges 20 T Target Key attribute 23 W windows adding desktop management 23 plugin menu 13 Z ZENworks configuring desktop integration 10 desktop integration 10 import configurations 13 lookup 25

LANDESK SERVICE DESK DESKTOP MANAGER GUIDE Remote Control Viewer 10 36