How do I perform a domain scan in ServiceDesk Plus?When you install and start ServiceDesk Plus for the first time, it detects all the domains in your network and from the neighboring network of the server on which it is installed.
Click Admin -> Windows Domain Scan to list all the domains.
You can also enter the domain controller information, login name and password on editing the domain you want to scan. The login name and password should be a domain admin login name and password.
What is the purpose of Distributed Asset Scan?ServiceDesk Plus helps you scan assets distributed across multiple sites (i.e) Assets which are not connected to the network (or) Assets which are not reachable from the central ServiceDesk Plus server. This can be done with the help of Asset explorer Remote Server which can be installed in the remote network which helps to scan the Assets in the remote network, export the Asset information into a zip file and then import the information into the Central ServiceDesk Plus server. [ Screenshot ] In order to use Distributed Asset Scan feature we have to understand the following terms.
Central Server: Your ServiceDesk Plus installation is the Central Server where you have the Central Asset database.
Remote Server: You can install Remote server in your remote network where you would like to scan assets. You will be able to scan and export the Asset information from the Remote server and import it in your Central ServiceDesk Plus server.
Manual scan: Click Assets tab -> Workstations under Resource block -> New Scan button -> Provide the details about the workstation and click Scan.
You can have ServiceDesk Plus look for new workstations added to the network every specified number of days automatically. (Click Admin tab -> Audit Settings -> Enable "Check for newly added workstations and specify the number of days interval in which ServiceDesk Plus should look for new workstations")
Stand alone workstation audit: Please refer to the previous question which has information about the standalone workstation audit.
What are the SNMP devices that can be scanned using ServiceDesk Plus? How are these devices scanned? ServiceDeskPlus uses the sysOID to uniquely identify the routers, switches, printers and access point in the network. Most of the popular device sysOID are already included in ServiceDesk Plus database.
When a network scan in performed and new sysOID is detected apart from the sysOID's available by default in the product, they are listed under Admin tab --> General Settings --> OIDs with unknown type. You can configure the product type and the product, so that the machines when rescanned will be categorized under these products. Save the configuration.
In subsequent scan the details of this particular would be populated automatically.
How do I scan custom-built PCs? The service tag is not set or is filled with some default values? While performing a scan, the Workstations and Servers are uniquely identified based on its Service Tags, Name and MAC address. So for a custom-built PC, the service tag is usually filled with some default values like "System Serial Number", "To be filled by OEM" or some random numbers like "12345678". This results with many machines with similar service tags. In such cases, if a scan is performed, one workstation details would be overwritten by the other.
To avoid this, you can add the service tag under Invalid Service Tag list such that, the workstations with the service tag is ignored during a scan. [ Screenshot ]
What are Agentless and Agent based scan?Agentless and Agent based scan are supported by Windows platform. The Agent is client side software installed in the host to scan inventories and provide easy access for remote assistance. On the other hand, Agentless scans inventories using WMI (Windows Management Instrumentation).
How do I deploy agents if ServiceDesk Plus is installed in Non - Windows Server?If ServiceDesk Plus is installed in a Non - Windows server like say, Linux, then you can still use the Agent Mode to scan Windows machines. But, you can neither configure the Agent details from Agent Settings page nor install and upgrade the agent from the linux server. Some of the methods through which you can configure and deploy the agents are,
Can I monitor the agent status in workstations?Yes, you can monitor the agent status like, workstations for which the agent is installed, not installed, and workstations with older agent version. This is available in the Assets tab -> Workstation/Server -> Agent Details link.
How does the Agent scan work for machines which are connected through VPN mode?The agent details can be configured under Admin -> Agent Settings. If the agent is configured to scan at system startup, then upon starting up the computer, the agent will try to push the inventory data to the server. If the server is unreachable, then the agent will try to push the data every half an hour periodically until the server is reached. The agent configurations can be modified and new agents can be created by clicking Create New Agent button.
Mostly, the computer connected through VPN can access the server and have connectivity to it, but in turn, the server will be unable to communicate or even ping the workstation. In such case, the computer connected through VPN cannot be scanned using Scheduled Scan or by clicking "Scan Now" option from the workstation detail view. Enabling "scan at system startup" is the best solution for computers connecting through VPN.
What happens when the operating system in a workstation is uninstalled and reinstalled?If the operating system of a workstation is uninstalled, then the agent details will also be removed. And, a new Agent ID will be created when the agent is installed on the new operating system. The Agent ID of the machine, when scanned, will differ from the one that is already available in the application database. Though the Agent ID differs, the Service Tag of the machine remains the same. Therefore, based on the Service Tag, the workstation will be overwritten, updating the old Agent ID with the new one.
When ServiceDesk Plus and Desktop Central are integrated, which agent should I use? Both or either of the oneWhen both these applications are integrated, it is recommended to use the agent of Desktop Central and deploy it on all Windows workstations in the network since the Desktop Central agent has more funtionalities - software installation/uninstallation, remote control with recording functionality - than Servicedesk. When a workstation is scanned using Desktop Central, the scan details is automatically pushed to ServiceDesk Plus and updated automatically.
To upgrade the agent from Servicedesk Plus: Step 1: Go to Assets and select "Older Agent Versions" under Scan Summary. Step 2: The workstations with older agent version is listed. Select the list of workstations and click UPGRADE. The agent in the selected workstations is upgraded.
To upgrade using Group Policy Object: Step1: Download the latest agent file from Admin -> Agent Settings -> Download Agent. The downloaded agent is the latest one. Step 2: Replace this agent file with the one that is already present in the network share, which was created for the Group Policy Object.
Now when the workstations login to the network and when the group policy is applied, the older version will be automatically uninstalled and the latest one will be installed. The intelligence to identify whether an older version or the same version is installed on a workstation is built-in the agent file. Hence if an older version is identified it will be removed and the upgraded new version will be installed. Else, if the same version is identified it will be ignored.
How do I associate different sub versions (or minor versions) of the same software into one major version?ServiceDesk Plus allows you to group minor versions of the software into one major version.
Say, you have purchased Adobe Photoshop 7.0 with 4 licenses. The license is applicable for both 7.1 and 7.2 versions and vice versa. In this case 7.0 is the major version and 7.1 and 7.2 are the minor versions. The licenses purchased are the same for all the three versions.
If Adobe Photoshop 7.0 is installed in two different machines and 7.1 & 7.2 is installed in other two different machines. On scanning for Adobe Photoshop software before grouping, the ServiceDesk Plus shows the list as different single entries. The purchased licenses for the software would be as' 4 ' for the version 7.0 and ' 0 ' purchases for other versions (7.1 & 7.2) Using associate minor versions option you can group 7.1 & 7.2 minor versions under 7.0 Major version. This shows the software list to be a single entry with the number of Purchased licenses and installations. Thus helps you in avoiding individual entry for each Version of the software.
From the software view list page. Click on the software name. The software details page opens.
Click on the Actions tab on the right hand side upper corner of the page. Click Associate Minor Versions option. The Associate minor versions page opens.
Select the minor versions of the selected software from the list to group under the Major version.
Go to Assets tab -> select Software Licenses under Resource block.
Click Add New button.
In the Add Software License form, select the License Type as Client Access License.
The different types of CAL Licenses are,
Per Seat per device: You can purchase a CAL for every device accessing the server regardless of the number of users who use that device.
Per Seat per User: You can purchase a CAL for every user accessing the server for services such as, file storage or printing, regardless of the number of devices they use for the access.
Per Processor: You can purchase processor license for each processor in the server on which the software is running. A Processor License includes access for an unlimited number of users to connect to the server.
Per Server: You can purchase a CAL for any device or user that connects to the server. However, the connections are limited.
Per Mailbox: You can purchase a CAL for accessing the mailbox for Exchange Server.
What is Concurrent License?Concurrent License allows only specified number of users to login at any particular point of time and access the application.
Say, for instance, you have purchased a 10 user concurrent license for Oracle. You can create any number of logins but only 10 users can access the application at a time. If the 11th user tries to login, the application rejects the access. If any one of the user logs out of the application, then the 11th user will be given access to the application.
What is Volume License Type? How do I use it?Volume License Type supports multiple installations. With one volume license, you can specify the number of installations allowed. All these installations will share a common license key.
For instance, most of the Operating Systems come with a license based on Volume License Type.
What is Named User license type?Named User (NU) licensing limits the number of individuals authorized to use software on the specified computer.
For example, Oracle application is installed in Machine A and Machine B. The license is purchased for user say, John. When John logs into Machine A or Machine B he will have access to Oracle. However, when a different user logs into Machine A or Machine B, he will not have access to Oracle.
What is Node Locked license?Node Locked denotes the license type for workstations with specific configurations. This license is generated for a particular workstation by giving parameters like IP-Address, Service tag and Mac address. Node Locked license is applied to workstation for which it is purchased.
I have all my license details in excel. How do I bring it into SDP?
You can import all your license details into SDP using Import from CSV file option. Go to Assets tab -> Software Licenses option in Resources section. Select Import from CSV option.
[ Screenshot ] Based on the license key, the existing license will be overwritten. Currently, ServiceDesk Plus does not support the import option for CAL license.
Where do I track the license agreements? How can I be notified about an agreement expiry? To track the license agreement,
Go to Assets tab -> select License Agreement under Resource section.
You can track the license agreements under Assets tab -> License Agreement under Resource section.
While adding a license agreement, you can select users to notify when a license agreement is about to expire. Also, you can select the days before which the notification should be sent to the selected users. [ Screenshot ]
What is the purpose of IT and NON-IT Asset Categorization? How does this correspond to the Max number of Asset or Node license I purchase? Assets in ServiceDesk Plus are categorized as, IT Assets: All Assets with the product type as IT asset are considered as Nodes. Assets which are discovered during the scan process of ServiceDesk Plus are listed under IT Assets (or nodes). For example, Workstations, Servers, Routers, Switches and Access points.
Assets listed under IT Assets correspond to the Max. Number of Assets license you purchase. Say, you have purchased a 250 node or asset license which means you can add only 250 IT assets. Non IT Assets: All Assets whose product type comes under Non-IT asset categorization will be considered as Non-IT Assets. Asset Components: Parts of the asset which do not stand alone are grouped under components. For example, Keyboards, mouse, monitors etc. Every Product listed under Admin -> Product is associated with a Product Type that is listed under Admin -> Product Type. These Product Types can be categorized either as an IT or Non-IT Asset. The ones categorized as IT is calculated as an Asset license.
You can add any number of Non IT assets and Components as it does not correspond to the Asset license you purchase.
What is Auto-assign owner?
ServiceDesk Plus helps you to automatically assign owners for successfully scanned workstations easily and efficiently. ServiceDesk Plus provides owner suggestions based on the last logged user for workstations successfully scanned. You also have an option to change the owner during the assignment process. After the Auto-assign owner process, Resource state for workstations is automatically changed from In Store to In Use.
You can find Auto-Assign feature under the Assets tab. [ Screenshot ]
How do I change Workstations as Servers?In the latest version of ServiceDesk Plus (v 7.5 and above), we have an option to select the particular asset from the workstation list view and select 'Change as Server(s)' option under the Actions menu which will move the asset into the Servers section.
What is the purpose of Groups in the Assets section of ServiceDesk Plus?ServiceDesk Plus helps you to group assets based on the asset properties. You can group assets of users belonging to the same team and location. Organizing assets based on groups gives you more fine-grained control and helps you manage assets efficiently.
For example, you can group assets based on OS, service packs, memory size and so on. When you are getting ready for migration you will be able to pinpoint assets with 256 MB RAM that needs upgrade before rolling out Windows Vista.
There are two types of Groups. STATIC GROUP: You have to define the group by listing its members manually say, Grouping all the Printers in first floor (you have to handpick static group members). DYNAMIC GROUP: Resources are grouped automatically based on certain criteria say, OS, RAM, Vendor and so on.
Is there a relationship diagram in ServiceDesk Plus which captures relationships between assets? Yes ServiceDesk Plus does have a relationship diagram which helps to maintain the relationship of assets with other assets in the organization. With the help of the relationship diagram you will be able to define the assets connected (connection relationship), the department or user to whom the asset is assigned to (Usage relationship) and the software installed in it (container relationship).
your mail server and it goes down due to some unexpected reasons, you will be able to rebuild a new machine with the exact same configuration as your previous mail server had with the help of this relationship diagram.
[ Screenshot ]
How do I change the default port for SSH and Telnet port used during scan (global config entry)?ServiceDesk Plus uses 22 and 23 as the default port number for SSH and Telnet respectively. If these ports are changed and used in the organization widely, then ServiceDesk Plus can be updated to use the new port number for SSH and Telnet. To update the application with the new port numbers use the query given below, the same can be used for both MYSQL and MSSQL database.
For SSH: Update globalconfig set paramvalue=(new port number) where parameter='SSH PORTS'
For Telnet: Update globalconfig set paramvalue=(new port number) where parameter='TELNET PORTS' [ Screenshot ]