Linking to external applications

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.

  1. Create a connection within the Desktop Manager component.
  2. Specify the business object that you want to add to that connection.
  3. Using Window Manager, add the Plugin Menu to the required window.

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.

To create a generic Desktop Manager connector:
  1. In Ivanti Console, start the Desktop Manager component.
  2. On the Management Systems tree, select the External Connections node, then on the Actions list, click New Connection.
  3. On the Management Systems tree, name the connection, for example, MSDN, then press Enter.
  4. Alongside the Menu Title property, type the text that will appear on the menu that appears when the user right-clicks the window or specific field. For example, MSDN Search.
  5. Alongside the Application property, type the name location on your computer of your preferred search engine. For example, C:\Program Files\Internet Explorer\iexplore.exe.

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.

  1. Using the MSDN example, you need to determine the prefix for a search. Start your web browser and run a search in MSDN. The Address field provides the Prefix and Postfix. For example:
  2. In this example, we have searched for Ivanti, and for the prefix, copy everything up to the word ‘Ivanti’, and paste this into the Prefix property.
  3. Next, for the Postfix property, copy the text that comes after the word Ivanti.
  4. Alongside the Debug property, you would typically select False.
  5. Click .

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.

To select the required business object:
  1. With the connection that you have just created, on the Actions list, click New Business Object.
    The Select Business Object dialog appears.

Below, we continue our example of adding the ability to search the text entered in the Title attribute of the Incident business object.

  1. On the Business Objects tree, expand Incident Management folder, then select the Incident business object.
    The business object attributes appear in the Attributes list.
  2. In the Attributes list, select Title, then click OK.
  3. Click .

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.

To add the action to a window:
  1. Start the Window Manager component, and on the Business Objects tree, expand the relevant module and business object folders, and open the required window. For example, Incident Management | Incident | Incident window.
  2. In the Window Editor, select the window, then expand the Properties grid.
  3. On the Properties grid, alongside the Show Plugin Menu property, select True.
  4. Save the changes to the 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.