ZENWorks

Within the ZENWorks tab, the Service Desk can be configured to work seamlessly with the Configuration Management tool. In the first instance, this is achieved by using ZENWorks as the OpenID Provider for authenticating Service Desk Users and Customers. On a day to day basis, the ability to use the Remote Control and Bundle Management capability for the Configuration tool within a request, increases the efficiency of Service Desk Users when managing their workload.

Enabling OpenID for Authentication

To enable authentication of Service Desk Users through ZENWorks, the OpenID Consumer option within Setup>Privileges>System must first be enabled.

Once enabled, configure the ZENworks location details and OpenID information within the AMIE>ZENWorks tab.

Configuring the ZENworks Primary Server Details in Micro Focus Service Desk

To allow Micro Focus Service Desk users to use ZENworks Software, Hardware, Bundle, and Remote Management features, or to login to ZENworks Control Center from the Micro Focus Service Desk User Interface, you must configure the details of ZENworks Primary Server.

You can use one of the following options:

NOTE:Automatic Configuration is applicable for ZENworks 11.2.3 and higher versions only. For earlier versions of ZENworks, use the Manual Configuration option.

Automatic Configuration

  1. In the Micro Focus Service Desk user interface, click Setup > ZENworks.

  2. In the General tab, specify the ZENworks Server address.

  3. Select Automatic Configuration to automatically exchange certificates.

    NOTE:

    • The Micro Focus Service Desk and ZENworks certificates need to be exchanged to complete the registration process.

    • Ensure that the system time is in sync with Micro Focus Service Desk and ZENworks Server.

Manual Configuration

  1. In the Micro Focus Service Desk user interface, click Setup > ZENworks.

  2. In the General tab, specify the ZENworks Server address.

  3. Select Manual Configuration.

  4. Click Download Certificate and store it on the local drive.

Open ID Settings

  1. In the Micro Focus Service Desk user interface, click Setup > ZENworks.

  2. Click OpenId tab.

  3. Read the information displayed in the OpenID Provider panel:

    The OpenID Provider panel is displayed only if authentication of Service Desk users through ZENworks has already been enabled. For more information, see Enabling ZENworks Authentication for Service Desk Users.

    Name: Displays ZENworks as the OpenID Provider name.

    Icon: Displays the ZENworks icon that will be available on the Micro Focus Service Desk login page for the Service Desk customers and users accessing Service Desk.

    URL: This field is initially blank. It display the OpenID Provider URL that is automatically generated based on the address specified in the Server Address option when you click Save.

  4. Click Save.

    The URL option in the OpenID Provider panel displays the OpenID Provider URL that is automatically generated based on the address specified in the Server Address option.

Reset Button

Select the Reset button for the system to generate a new certificate that allows the service desk to communicate with Zenworks. When selected, the system will display an information message providing the location details for downloading the new certificate.

To complete the ZENWorks integration:

When validating account details of Users and Customers accessing the Service Desk, the system will query two locations for unique identifiers:

  • Details in the GUID field imported from eDirectory for the Customer or User

  • Customer's or User's email address.

Enabling the ZENworks Store

To enable the ZENworks store settings:

  1. Log in as a supervisor or an administrator.

  2. Click Setup > Privileges > System.

  3. In the General Settings panel, set the Enable ZENworks Integration option to On.

  4. Click Save to save the configuration settings.

    The ZENworks sub menu is displayed.

  5. Click Setup > ZENworks.

  6. In ZENworks Setup, click the Store tab, and then configure the store settings:

    • Enable ZENworks Store: Select On to enable store menu.

    • Sync ZENworks Bundle Metadata: Select Always to update bundle icon and description from ZENworks on every sync. Else, select First Time to update bundle icon and description from ZENworks on first import of the item.

    • ZENworks Bundle Administrator: Select an administrator who has bundle privileges.

  7. Click Test to check whether the connection with the ZENworks Server is established.

  8. Click Save to save the configuration settings.

    The Windows bundles are displayed under Store Capable, if you have imported. Else, import bundles through ZENworks Import.

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