Integrating ZENworks with Novell Service Desk

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 ZENworks

To enable ZENworks the Enable ZENworks Integration option within Setup > Privileges > System must first be enabled.


nsd702_zenworks.png

 

Once enabled, the ZENworks tab shall be displayed in the Novell Service Desk menu. The ZENworks server details can be configured through Setup > ZENworks


nsd702_zenworks1.png

 

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.


enable_openid_702.png

 

Once enabled, the ZENworks tab shall be displayed in the Novell Service Desk menu. The ZENworks server details can be configured through Setup > ZENworks.

 

Defining Settings

To define the ZENworks server information and OpenID Provider details, as an Administrator:

  1. Select Setup > ZENworks tab

    zenworks_tab_702.png

  2. Complete all the following fields:

    ZENworks Setup

     

    General Settings

    		  

    ZENworks Server Address

    Complete the server details hosting the ZENworks instance.

    Automatic Configuration

    Select this option to automatically exchange certificates. Select this option for ZENworks versions 11.2.3 & above only.

    In ZENworks (ZCC)select Import NSD Certificate by directly contacting the server to complete exchanging the certificates.

    Manual Configuration

    Select this option to manually download the Service Desk certificate and import it to ZENworks.

    Click Download Certificate to download certificate.


    3. nsd702_zenworks_info.png

     

  3. Click Save.

 

OpenID Settings:


nsd702_openid.png

 

OpenID Provider

  

Name

Enter ZENworks as the OpenID Provider name.

Icon

By default  the ZENworks icon that is to be available on the Service Desk log in page for Customers and Users accessing the Service Desk by the relevant Portals.

URL

 

The OpenID Provider URL is automatically generated based on the Server Address details when the Save button is selected..

 

Reset Button

Select the Reset button for the system to reset the entered information.
 

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: