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Features of Desktop Central - ServiceDesk Plus integration

You can reap the benefits of the following features from your ticket window by integrating ServiceDesk Plus and Desktop Central:

  1. Real time IT asset management from your ticket window.
  2. Deploy 75+ predefined scripts and 50+ configuration for faster ticket resolution.
  3. Advanced remote control options for seamless troubleshooting.
  4. With the single sign-on feasibility, you can submit tickets without the need to log in.

Asset Management

Desktop Central performs an asset scan periodically to muster hardware and software details of your network. This scan can either be performed manually or can be scheduled. 

Note: If both Desktop Central and ServiceDesk Plus scan the assets in your network, please be noted that the existing information will be overwritten with the latest information. Desktop Central's agent performs differential asset scan whereby only the changes since last asset scan will be posted to the server. This intelligence helps you in saving your network bandwidth. The agent is known for it's precision in rendering the asset details. Desktop Central's IT Asset Management module has the ability to detect hardware/software changes in the network right from your mobile app. With advanced features like software metering, you can track the licensed software usage and scan different file types to review memory usage. You can also schedule and generate your reports, thus making it easier to monitor your assets.

Asset data of computers and mobile devices can be posted to ServiceDesk Plus

Configure the settings for what action needs to be performed in ServiceDesk Plus when a computer/mobile device is removed from Desktop Central. You can choose to mark the asset as "disposed" or completely remove the asset details from ServiceDesk Plus. However, this change will not happen vice-versa; no changes made in ServiceDesk Plus will have an impact on the asset details in Desktop Central. Additionally, you can choose to assign an owner for computers/mobile devices. The currently logged on user and the associated user can be assigned as owners for computers and mobile devices respectively. 

Approval requests for using prohibited software can be sent to ServiceDesk Plus

Every organization maintains a list of prohibited software that are barred from employee usage which mostly include gaming and social networking applications, who's usage might equate to serious productivity losses apart from the compliance issues they may raise. Therefore prohibiting software is not a choice anymore, rather a mandatory routine that avoids productivity/compliance lapses.

There could be a few exceptions where people might want to use blacklisted applications for work purposes, in which case, the approval should be granted by the IT administrator. When you enable this option, an end user can raise a request from Desktop Central for using the prohibited software; will be logged as a ticket in ServiceDesk Plus automatically. From ServiceDesk Plus console, one can approve/reject this request, the details of which will be reflected in Desktop Central server.

Dynamic inventory alerts can be logged as ServiceDesk Plus requests automatically

Receive real time inventory alerts for the following events - 

  • A new hardware is added or removed in the network.
  • A new software is installed or uninstalled in the network.
  • A prohibited software is detected in the network.

These alerts will be logged as tickets in ServiceDesk Plus automatically. This way, you can manage your IT assets dynamically. 

Configuration 

Deploying software applications 

The software deployment feature of Desktop Central lets you deploy business-critical applications to all the target computers in your network from ServiceDesk Plus ticket. The first step in deploying a software is package creation. Desktop Central offers over 5000 predefined software templates that automate the process of package creation. When Desktop Central server and ServiceDesk Plus server are synchronized automatically, you can make use of the existing packages or create new ones for software deployment. When you enable the option to deploy software from ServiceDesk Plus tickets, one will be able to install/uninstall software silently, without user intervention. 

User-defined configuration templates 

Desktop Central offers 50+ configurations and 75+ predefined configuration templates to automate mundane administrative tasks. We support configurations that cover the functionalities of 4 major categories extensively, namely - 

  • Security configurations 
  • Productivity configurations 
  • Desktop configurations 
  • Application configurations 

Besides the predefined templates, we let users define their own configuration template. These user-defined templates can be customized and utilized for creating and deploying configurations that meet your enterprise or business requirements. You have options to either publish such templates automatically or manually to ServiceDesk Plus and from the ServiceDesk Plus ticket, one can make use of these templates to resolve tickets. 

Remote control

Whenever a remote connection is established using Desktop Central to resolve a ServiceDesk Plus ticket, work log details can be posted to ServiceDesk Plus server. One can add work logs, notes and resolutions after every remote session for references. 

Here is a quick video highlighting the remote control feature:

 

Help desk ticketing: Log help desk requests as tickets 

From Desktop Central's agent tray icon, end users can raise a help desk request that will be logged as a ticket in ServiceDesk Plus automatically. Right click on the agent tray icon and choose the option to 'Send request to help desk' and upon integrating Desktop Central with ServiceDesk Plus, these requests will be logged as tickets in ServiceDesk Plus an can be resolved from the ticket window. 

You can use predefined templates for sending requests as these templates comprise a predefined subject and content. You can modify the message if required and raise a request. This way, you get to submit requests without logging in and one can attach supporting screenshots while submitting a request. 

Steps

Follow the below-mentioned steps to choose the necessary features to be integrated in Desktop Central - ServiceDesk Plus integration: 

  1. Navigate to Admin tab > Integrations > ServiceDesk Plus settings > Integrate with ServiceDesk Plus
  2. Under the section for furnishing ServiceDesk Plus details, provide the IP address/DNS name of the ServiceDesk Plus server, along with the port number and communication protocol. 
  3. Note: If you have chosen the communication protocol as HTTPS, restart your computer for the changes to be reflected.

  4. Depending on the requirement, choose any/all of the following features for integration: 
    • Asset management 
    • Configuration
    • Remote control 
    • Help desk ticketing
  5. Click Save to complete the integration process. 

Complete UI integration with ServiceDesk Plus

For complete access to endpoint management functions right from your ticket window, one will have to integrate Desktop Central's UI with ServiceDesk Plus. Follow the below-mentioned steps for complete UI integration: 

  1. Navigate to Admin tab of ServiceDesk Plus > Integrations > DesktopCentral.
  2. Furnish details such Desktop Central server name, port number and protocol settings. Check the checkbox to enable Desktop Central Menu. 

Note: Whenever a technician is created in ServiceDesk Plus and has access to Desktop Central menu, the same user will be created in Desktop Central as well. 

Enable Desktop Central menu for ServiceDesk Plus users 

By default, Desktop Central menu will be visible for all the users with administrative privileges. However, when you configure Desktop Central server settings, the menu will be visible only to users from whom it has been enabled. Follow the steps mentioned below to enable it for all ServiceDesk Plus users: 

  1. Navigate to Admin tab of ServiceDesk Plus > Users > Technicians > choose the user from whom the menu needs to be enabled > Edit
  2. Under the section for login details, check the checkbox to enable access for Desktop and MDM plugin functionality
  3. Click Save to finish the process and enable the menu for the corresponding user. 

Note: To perform aforementioned steps, one should login to ServiceDesk Plus using admin credentials. You cannot enable the menu for yourself. You should ask another fellow administrator to enable it for you. 

Related documents

  1. Benefits of integration
  2. Steps to integrate