Desktop Central Integration
Desktop Central (DC) is a web - based Windows Server and Desktop Management Software from ManageEngine. And, with Desktop Central Integration with ServiceDesk Plus (SDP), you can configure and manage your Windows environment from a single point. Desktop Central automates regular desktop management activities like installing software, patches and service packs in the windows workstations and servers available in your network. You can also execute scripts for a user or workstation.
Desktop Central Integration Requirement:
You should have installed both Desktop Central and ServiceDesk Plus products.
The ServiceDesk Plus version should be above 8 and should be running the Enterprise Edition.
Desktop Central version should be build number #70211 and above.
NOTE: If you have installed ServiceDesk Plus version 8.0 and above, then the DC operation works for Service Requests and not Incident requests.
Topics discussed under this section:
Prerequisites for performing Desktop Central activities
Lists the prerequisites for performing desktop central activities.
Getting Started with DC Integration
Step by step configuration to establish the integration and perform desktop management activities.
Authentication Mechanism between the two applications
Authentication between SDP and DC application is through an application level key. This section explains about generating this authentication key.
Handling Desktop Management activities from ServiceDesk Plus
Procedure on handling DC operations like install/uninstall software and executing scripts from ServiceDesk Plus.
Enabling Notification to Technician
Send notification to the concern technician when the task is updated in Desktop Central.
Integration when DC is running in HTTPS mode
Steps to establish a connection when Desktop Central is running in HTTPS mode.
Desktop Central activities are performed only if,
The Workstations and Servers are part of a Windows domain.
The domain should be managed by Desktop Central, and
A Desktop Central Agent should be installed in the workstations/servers.
To get started with Desktop Central Integration, the following tasks should be performed to establish the Integration and perform desktop management activities:-
Desktop Central Server Settings
Enabling access to Desktop Management Functionality
Enabling Template Actions in the Service Item form
Step 1: Desktop Central Server Settings
If you have installed both ServiceDesk Plus and Desktop Central servers, you just have to provide the details of the computer where Desktop Central is installed along with its Port Number. On entering these details and save, ServiceDesk Plus will try to establish a connection with the Desktop Central server. Once the connection is established, the configured software details and scripts from the Desktop Central server are fetched.
Click Admin tab in the header pane.
Click Desktop Central Server Settings icon under General block.
On the Desktop Central Server Settings page, enter the Server where Desktop Central application is installed.
Enter the Port Number of the Desktop Central server.
Select the Protocol Settings. Say, http or https. If the Desktop Central Server is running in HTTPS mode, refer SDP-DC integration with DC in HTTPS mode, to know more on establishing a connection.
To display Desktop Central drop-down menu, select Enable Desktop Management Menu check box. The Desktop Management menu will be displayed only for Desktop Central build number #70242 and above.
Click Save. The settings are saved and ServiceDesk Plus tries to establish a connection with the Desktop Central server. When the connection is established, ServiceDesk Plus fetches the software details and scripts from DC.
ServiceDesk Plus automatically syncs with Desktop Central server for configured software packages day-to-day. So, if you need to fetch the configured software packages instantly, select click here link.
Step 2: Enabling access to Desktop Management Functionality
While enabling login permission to a technician, you can also provide the technician with Desktop Central login access and DC Role. The two DC Roles are DC Admin and DC Guest. Select the check box Enable to access Desktop Management Functionality and provide either of the roles to the technician. When the technician logs into ServiceDesk Plus using his/her credentials, the technician can view the Desktop Management drop-down menu, from where, the technician can perform Desktop Management functions within the ServiceDesk Plus web console.
Selecting the check box Enable to access Desktop Management Functionality and a DC Role will create an user with same login credentials in the Desktop Central application.
You will be able to select Enable to access Desktop Management Functionality check box only when the connection between Desktop Central and ServiceDesk Plus is established successfully. If the integration is not successful, then this option is greyed.
Step 3: Enabling Template Actions for a Service Request
Apart from providing technicians with the privilege to perform Desktop Central operations, you need to enable Template Actions for a service item. The Template Action lists two options:-
Display Software Install/Uninstall option in Service Request 'Actions' menu.
Display Run Script option in Service Request 'Actions' menu.
Select the check boxes to provide these options in the Actions drop-down menu of the service request. Since all service requests do not require Desktop Central operations, this activity is limited by providing a Template Action check box in each service item form.
The Template Action option is available under the Work Flow tab of a service item.
This functionality is available only when Desktop Central 70211 and above is integrated with ServiceDesk Plus. If the integration is not established, then this option is greyed.
The authentication between ServiceDesk Plus and Desktop Central is through an application level key that functions as a handshake mechanism between the two applications. A unique key is generated for a technician in ServiceDesk Plus application.
Click Admin -> Technicians icon under User block.
Click the edit icon beside the technician to generate the API key. Please note that the technician should be enabled with login permission.
Click Generate. If a key is already generated for the technician, a Regenerate link appears.
The generated key is specified as the Authentication Key under ServiceDesk Settings in Desktop Central application. So whenever Desktop Central contacts ServiceDesk Plus, the authentication key is passed. This key is validated against ServiceDesk Plus database and if found valid, the process continues, else an error is thrown.
Since the whole idea of this Integration is to perform regular desktop management activities from ServiceDesk Plus application, the list of software and scripts are fetched from Desktop Central periodically and populated in ServiceDesk Plus database.
So when an end-user raises a service request for "installing software", the technician with Desktop Central role can log into ServiceDesk Plus application and perform the installation operation.
Performing desktop management activities
From the request details page of the service request, click Actions drop-down menu. The options Install/Uninstall software and Run Script are listed as shown below,
Click Install/Uninstall Software option. The Install/Uninstall Software window pops up
Select the Installer Type, whether the software to be installed is of the format MSI or EXE.
The list of software under the selected Installer Type is listed under Package Name. Choose the software from the drop down.
Specify the name of the user for which the installation should run in Run As field.
Enter the Password of the specified user.
The type of operation, say Install or Uninstall is listed in Operation Type drop down. If the Installer Type is MSI, the operation type consists of Install, Advertise and Uninstall. For EXE, the operation type consists of Install and Uninstall.
If the execution file is in a network share, then the file or folder can be copied to the client machine by selecting the option from Copy Option drop down.
The domains available in ServiceDesk Plus are listed under the Domain drop down. Select the domain of the user/workstation.
The installation can be for a user or a workstation. Select the option from Install for drop down.
You can set and schedule the installation operation. If the Install for is selected as User, the installation can occur During or after Login into the machine, during login or after login. Similarly for a workstation, the installation can occur During Startup, After Startup, During or After Startup.
You can also schedule a time for the deployment operation by enabling the check box beside Schedule Operation check box. Select the Schedule Date and Time using the calendar icon.
Set the Reboot Policy from the drop down. You can either force a reboot when the user logs into the machine, force a shut down when the user has logged in or allow the users to skip the reboot/shut down.
You can select the Users/Workstations for the installation from the icon . The Users/Workstations under the selected domain is listed in a pop up window.
Enable the check box beside the user/workstation.
Click Select User/Workstation button. The users/workstations are listed under Selected Users/Workstation. Click Select Users/Workstation and Close button to add the users/workstations to the list and close the pop up window.
Save the details.
NOTE: Selecting Users/Workstations depends on the Install for option under Deployment Settings. If you have selected Users, Select Users appears and vice versa.
To execute scripts on a computer account/user account,
Click Run Script option.
In the Run Script popup window, select the Script Name from the drop-down box. The scripts files are uploaded in Desktop Central, and ServiceDesk Plus will store these script files in SDP database. These script files are periodically updated in SDP database.
If required, specify the Script Arguments.
Select the Domain to which the user account/computer account belongs.
You can execute the script either for a computer account or user account. If you want to install the script for a computer account, select Workstation from the Install for drop-down box. The Select Workstation block is displayed. Click the icon to select workstations.
To execute the script for user accounts, select Users from the Install for drop-down box. The Select Users window is displayed. Click Select user link. The list of users belonging to the selected domain is displayed. Select the check box beside the user(s). Click Select User button. Click Select user and close button to add the selected users and close the pop-up window.
Click Save button. On saving the Run Script Configuration, a task is created in Desktop Central.
Once the software installation/uninstallation task is performed and the status is updated by Desktop Central, you can enable notification to the concern technician regarding the update under Notification Rules.
Click Admin -> Notification Rules icon under Helpdesk block.
In the Request section, Enable "Notify Technician when a software Installation/Uninstallation task is updated" check box.
Save the details.
If Desktop Central Server is running in HTTPS mode, then the following steps should be followed to establish connection between ServiceDesk Plus and Desktop Central servers.
Download the .zip file from the link given below and extract it to ManageEngine\ServiceDesk
Connect to the command prompt. Goto ManageEngine\ServiceDesk and run the batch file with following format:
On running the command, you will receive an exception PKIX and then it will ask you to enter a value. Provide value 1 which will generate a file named jssecacerts under ManageEngine\ServiceDesk.
Copy the jssecacerts file under ManageEngine\ServiceDesk\jre\lib\security folder and then restart the ServiceDesk Plus application.