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Ivanti Service Desk integration

If you have Ivanti Service Desk installed in your environment, you can configure the Endpoint Manager console to launch it from a Network View object's shortcut menu. The Service Desk shortcut menu items are disabled by default. You have to edit an XML configuration file to activate them. Once you edit this file and restart the console, the Service Desk menu items will appear.

When you right-click a user or device in the Network View, the following Service Desk shortcut menu options are available:

  • Incident management
  • Change management
  • Problem management
  • Request management

Selecting one of these choices will launch a Service Desk session in your default browser for the device or user you selected. Depending on your Service Desk configuration, you may be prompted to log in to Service Desk first. The URL in the launched session is based on data the XML configuration file. If the Service Desk session isn't launching correctly, double-check your configuration there.

To enable Service Desk integration
  1. On the core server that you want to have Service Desk integration, open C:\Program Files\LANDesk\ManagementSuite\ServiceDeskUrl.xml in your text editor.
  2. Change <Enable>false</Enable> to <Enable>true</Enable>.
  3. In the URL for each item, replace <SDhostname> with your Service Desk server's hostname.
  4. Save your changes and restart the management console.

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