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Getting started with the Bundle management features in Novell Service Desk 6.5



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September 21, 2011 2:37 pm

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Novell Service Desk 6.5 brings with it a host of new and exciting features. One of these is the ability to leverage the capabilities of Novell ZENworks Configuration Management bundles from within Novell Service Desks web console. Here’s a straight forward example for how this might be used; Sue from Finance contacts the service desk to request installation of Visio 2010. The service deck technician , Bob, uses the new Bundle Management feature to deliver Visio 2010 to Sue and resolves the call first time. We can build out from this example to include approvals from Sue’s line manager and even automatic checking of available licenses with initiation of purchasing workflows if required. There’s lot of potential here but we need to get Novell Service Desk talking to Novell ZENworks Configuration Management before we can do anything.

This article will enable you to achieve an initial integration between the two solutions so that you can start to explore the possibilities. It is recommended that you try this on a test system , then note your settings and transfer to your production system when everything is working as you expect. Messing around with production systems tends to be career limiting.

But first

We need to ensure a few pre-reqs are met before commencing

  1. Time on the ZENworks Configuration Management primary and Novell Service Desk servers must be within 1 minute of each other. It is suggested that you use NTP to ensure that time is accurate on the servers. Note that time drift is a common occurrence in virtual environments.
  2. ZENworks Configuration Management primary and Novell Service Desk servers must be able to resolve each others hostname to IP addresses. It is recommended that you use static IP addresses and have entries in your DNS system for these servers.
  3. ZENworks Configuration Management and Novell Service Desk must reference the same LDAP source. This guide presumes that you have already done this in both products.
  4. It is required that devices from ZENwork Configuration Management are imported into Novell Service Desks CMDB to use bundle management capabilities. We will reference one of the standard mapping files [ These can be customized, but this is outside of this article. We’ll deal with this in the future ].

Switch on integration within Novell Service Desk.

  1. If using the appliance, go to the console and select option 2) – Novell Service Desk , then option 4) – ZENworks Integration. If the integration status displayed as disabled, use the menu option to enable. Novell Service Desk will be restarted automatically and there is nothing further to do.
  2. If Novell Service Desk has been installed using the Installer.jar file, then you will need to edit the following file:-Service_Desk_Install_Path/Server/webapps/LiveTime/WEB-INF/LiveTime.woa/Contents/Resources/system.properties
  3. Set the value livetime.disableZENworks to false
  4. Save the file and then restart Novell Service Desk services

Tell Novell Service Desk about your Novell ZENworks Configuration Management system

  1. Log into Novell Service Desk as a supervisor or administrator
  2. Click Setup > Privileges > System
  3. In the General Settings panel, set the OpenID Consumer option to On.
  4. Click Setup > AMIE > ZENworks
  5. In the General Settings section, specify the following information:
    Server Address: Specify the full URL for a ZENworks Primary Server in your zone
    User Source: Specify the name of the user source that is present in the ZENworks Control Center for your zone. In the example screenshot taken from ZCC, this would be acme.com
    IP Field: Leave as Field 4
    OS Field: Leave as Field 20
  6. Click on Save

Tell Novell ZENworks Configuration Management about your Novell Service Desk system

  1. In a browsers, enter the following URL and save the resulting certificate file in a well known location.http://<your service desk DNS name >/LiveTime/WebObjects/LiveTime.woa/wa/DownloadAction/downloadCertificate
  2. Log in to ZENworks Control Center as a administrator or equivalent
  3. Click the Configuration tab.
  4. Click Infrastructure Management.
  5. Click the OpenID Settings link.
  6. On the OpenID Settings page, select the Create ZCC session while authenticating external services option.
  7. Click Apply, then click OK.
  8. Click the Configuration tab.
  9. Click Service Desk Management.
  10. Select Register Service Desk Server and enter the URL for your service desk system
  11. Click on Import button
  12. Select Import Certificate from a file and click on the magnifying glass
  13. Click on Browse button and go to the location of the certificate file that you created earlier.
  14. Select the certificate file , click on Open
  15. Click on Ok button twice, then click on Yes to confirm
  16. The certificate will now be shown in ZCC.
  17. Click on Apply
  18. Click on Ok

Import of assets from Novell ZENwork Configuration Management into Novell Service Desks

  1. Log into Novell Service Desk as a supervisor or administrator
  2. Click Setup > AMIE > New
  3. In the Server section of the AMIE page, complete the fields as follows:
  4. Type: Select ZENworks Configuration Management v11.1 – Hardware (LiveTime Software Inc.)from the drop down list.
  5. Identfier: A common name by which this import definition will be known.
  6. In the Database section , complete the fields as follows:-
    Host: Specify the fully qualified DNS name or IP address of the database server.
    Port: Specify the port number for the database.
    Name: Specify the database name.
    Username: Specify the username.
    Password: Specify the password.
    For the internal Sybase database, you can obtain the password by running the following command on a ZENworks Configuration Management primary server
    zman dgc
    For other databases, use the password that you configured during the ZENworks Primary Server installation
    Schema: Specify the schema type. Depending on the database type, you must specify one of the following schema types:
    –For Sybase: zenadmin
    –For MS_SQL: dbo
    –For Oracle: ZENWORKS
    Catalog: Depending on the database server, you must specify one of the following catalog names:-
    –For Sybase: zenworks
    –For MS_SQL: zenworks_zonename
    Replace the zone name with the name of the management zone in which the Primary Server is installed.
    For Oracle: ZENWORKS
  7. Optional: In the Notification section, select whether you want notify technicians for generated change requests. You can do this only if Control CMS via RFC is also enabled.
  8. Fill in the fields in the Ownership section:
    Unassigned (Import Items as Global): Select this option if the items are to be globally owned if they cannot be linked with a Novell Service Desk customer automatically during the import. This is performed by matching the login names between Novell Service Desk and reported by the items operating system.System
    User: Select this option to assign imported items to the System User.
    Selected Customer: Select this option to assign imported items to a specific customer.
  9. Fill in the fields in the Synchronization section:
    Auto Create New Items: This option is visible only when a single AMIE source is defined within AMIE. Click Yes to automatically create items upon synchronization, relative to the “Control CMS via RFC” setting in the Setup > Privileges > Requests tab. If the setting is disabled, a snapshot of imported asset information is listed within the Super > Configuration >AMIE Snapshots tab.
    Frequency: Choose a synchronization interval. You can leave this set to Never if the database will be synchronized manually.
    The synchronization time can vary, depending on the connection speed with the external service and the database size.
  10. Click Test to initiate a connection and test the setup.
  11. Click Save.
  12. Click on Import This will immediately import the asset information from Novell ZENworks Configuration Management into Novell Service Desk. Depending on number of managed / inventoried devices that you have, this may take sometime to complete.

Create role for Novell Service Desk users in Novell ZENworks Configuration Management

  1. Log in to ZENworks Control Center as a administrator or equivalent
  2. Click on Configuration
  3. Scroll down to Roles
  4. Click on New
  5. In Add Role window
    Name: NSD bundle management
    Description: All rights to allow Novell Service Desk users to use bundle management features
    For Rights, assign the following:
    Bundle Rights: Modify Settings and Assign Bundles
    Device Rights: Modify, Create / Delete and Assign Bundles
    Quick Task Rights: Refresh ZENworks Adaptive Agent and Install / Launch Bundles
    User Rights: Modify and Assign Bundles
  6. Click on Ok

Create administrators in Novell ZENworks Configuration Management for Novell Service Desk users

  1. Log in to ZENworks Control Center as a administrator or equivalent
  2. Click on Configuration
  3. Scroll down to Administrators
  4. Click on New
  5. Choose new Administrator group
  6. In Add new Administrator groupAdministrator Group Name: Link to NSD usersDescription: ZCC Administrator accounts link to Novell Service Desk usersEnable Based on user group(s) in a user source
  7. Click on Add
  8. Explore the user source and choose the groups that Novell Service Desk is using for Supervisors and Technicians.
  9. Click on Ok
  10. Make that Import user members of each user group as administrators immediately is selected
  11. Click on Ok

Assign role to administrator group(s) in Novell ZENworks Configuration Management for Novell Service Desk users

  1. Log in to ZENworks Control Center as a administrator or equivalent
  2. Click on Configuration
  3. Scroll down to Administrators
  4. For each of the Novell Service Desk related groups imported from the user source complete the following
  5. Click on the group
  6. Click on the Rights tab in the group summary page
  7. In Assigned Roles , add the NSD bundle management
  8. Click on Ok
  9. When the Add Role Assignment window appears, click on each of the following rights below:
    Bundle Rights:
    In Select Contexts window, click on Add
    Click on Bundles folder icon
    Click on Ok
    Back at the Select Contexts window, Click on Ok
    Device Rights:In Select Contexts window, click on Add
    Click on Devices folder icon
    Click on Ok
    Back at the Select Contexts window, Click on Ok
    Quick Task Rights:
    In Select Contexts window, click on Add
    Click on Devices folder icon
    Click on Ok
    Back at the Select Contexts window, Click on Ok
    User Rights:
    In Select Contexts window, click on Add
    Click on blue arrow to the left of Users folder
    Click on the user source
    Click on Ok
    Back at the Select Contexts window, Click on Ok
  10. Click on Ok
  11. At group summary page, click on Apply

Seeing if it works

  1. Log in to Novell Service Desk as a technician
  2. Create an incident
  3. On the incident summary screen, you should now see a panel entitled ZENWorks Tools with a Bundle button.
  4. Click on the Bundle button
  5. A pop up window called Bundle Management will appear. This will take a few moments to load as Novell Service Desk authenticates to ZCM and reads the list of bundles. The window will look something like this:-
  6. If you get an error message, check the time between ZCM primaries and NSD servers is within 1 minute of each other. Then check that your technician has the correct Roles and Privileges within ZCC
  7. Change the filter to All Bundles.
  8. Click on a bundle
  9. To add the bundle to one or more users, click on the Customer tab. To add the bundle to one or more devices click on the Device tab.
  10. For either option, you will need to search for the user(s) / device(s) that you want to assign the bundle to . When you’ve done this, click on Assign
  11. You should see a message confirming the assignment. It will look something like this:-
  12. If you get an error message, check the technician roles and privileges within ZCC
  13. Click on Done
  14. The bundle will be installed and launched the next time the ZCM agent is refreshed
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Categories: Service Desk, Technical, ZENworks Configuration Management

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Disclaimer: This content is not supported by Novell. It was contributed by a community member and is published "as is." It seems to have worked for at least one person, and might work for you. But please be sure to test it thoroughly before using it in a production environment.

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