You can link to any application installed on your computer from within Service Desk or Asset Manager. You can add an item to the Actions available in Web Access (or a right-click menu in Console) to enable your users to access this information from their workspace. Users can also access this menu from queries that are based upon the same business object.
This functionality does not appear in Self Service or Ivanti Workspaces.
For example, you could add an item to the Actions list that appears with your Incident window in Web Desk that searches the internet to find any matching articles to the Title or Description of your Incident. The following procedure uses this example.
There are a number of steps involved in adding this menu to your window, which are detailed below.
To use links to external applications from within Web Desk, you must also create the required registration information on each workstation. For more information, see Creating the registration information.
You must remember to put the file name of the application as seen in Windows Explorer, rather than the name of the application that you may see from your start menu, as these names are often different.
The next two properties – Prefix and Postfix – depend on the application that you are connecting to. You may need to specify neither, one, or both. Together with the value supplied by Desktop Manager, these values create the parameter string used by the external application. Prefix is the text added before the value supplied by Desktop Manager; Postfix is the text added after the value.
Each window is based on a single business object. The next step is to link this connection to the business object upon which the window is based.
Below, we continue our example of adding the ability to search the text entered in the Title attribute of the Incident business object.
The final step is to use the Window Manager component to add the action to the required window. Following our example, we will add this action to the Incident window.
If you are adding this functionality to configuration items, then you need to configure the relevant Configuration Item window. Then, to enable your users to access this action from the Incident window, you need to add the Plugin menu to the related configuration item control on that window.
Users who have access to the window that you have just modified now have access to this action when they view an incident in Web Desk. In the Ivanti Console, the action appears on a right-click menu.
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