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
NOTE: If you have installed ServiceDesk Plus version 8.0 and above, then the DC operation works for Service Requests and not Incident requests.
discussed under this section:
for performing Desktop Central activities
Desktop Central activities are performed only if,
The Workstations and Servers are part of a Windows
The domain should be managed by Desktop Central,
A Desktop Central Agent should be installed
in the workstations/servers.
Started with DC Integration
To get started with Desktop Central Integration, the following tasks
should be performed to establish the Integration and perform desktop management
Desktop Central Server
Enabling access to Desktop Management Functionality
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.
tab in the header pane.
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.
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
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.
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'
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.
mechanism between the two applications
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
-> Technicians icon under
Click the edit
icon beside the technician
to generate the API key. Please note that the technician should be
enabled with login permission.
If a key is already generated for the technician, a Regenerate link
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.
desktop management activities from ServiceDesk Plus
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
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
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.
domains available in ServiceDesk Plus are listed under the Domain
drop down. Select the domain of the user/workstation.
installation can be for a user or a workstation. Select the option
from Install for drop down.
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
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
NOTE: Selecting Users/Workstations depends on the Install for
option under Deployment Settings. If you have selected Users, Select
Users appears and vice versa.
Enable the check box beside
User/Workstation button. The users/workstations are listed
under Selected Users/Workstation. Click
and Close button to add the
users/workstations to the list and close the pop up window.
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.
Notification to Technician
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 icon
under Helpdesk block.
In the Request section,
Enable "Notify Technician when
a software Installation/Uninstallation task is updated"
Desktop Central is running in HTTPS mode
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
the jssecacerts file under ManageEngine\ServiceDesk\jre\lib\security
folder and then restart the ServiceDesk Plus application.