System Privileges

The System Privileges screen allows an Administrator to control the following options:

 

Enable System Privileges

To enable System Privileges:

  1. Select Setup>Privileges>System
    The System Privileges tab is displayed.

    privileges_system.png



    Customer Privileges

    Description

    General Settings

    Host Address

    To be completed with details of the machine hosting the NSD Application. The Host Address should always be a reachable External IP Address. The Private/Internal/NAT’ed IP may not be reachable.

    Edit Item Numbers

    Allows users to edit the identification number of an Item.

    Public Knowledge Base

    Allows access to the Public Knowledge Base on the Login Page.

    Public Surveys

    Provides access to Public Surveys on the Login Page.

    Public Alerts

    Alerts with the visibility defined as  "Everyone" will be made available on the Login Page.

    Public Request

    Enables a user (any role) to create a request without logging into the application. This option is displayed on the Login page.

     Passwords

    When LDAP or Active Directory Authorization is not used internal authentication is used. To define the password type to be used by the system select:
    Random: the system will  generate a random string whenever a password is reset.

    Email: The Users Email Address will be used as the password.

    Manual: Allows the User to manually create a password.

    Password Questions

    Enables the ability to set security questions within the My Account screen for Customers and Users, which are referenced when resetting or re-sending  login credentials.

    Session Timeout

    The number of minutes the system waits before terminating idle sessions.

    • Ensure that the session timeout on the server hosting the application, is equal to or greater than the Timeout option defined in the System Privileges.

    Enable Multi-session

    Enables ZENworks Service Desk users to log into multiple accounts on the same site, simultaneously.

    Terminate Active Session

    When enabled, if a User attempts to log into the system when they already have an active session, they will be prompted to end the active session to allow for the new login.

    Default Name Pattern

    Select the order for names being displayed in the system, when the First and Last Name are shown together on a screen.

    Outbound Web Services

    When enabled, request Workflow States and Item Lifecycle States can be assigned a  'listener', which allows these details to be updated in external systems. (Refer to the Extend section of the LiveTime website for details on how to develop a listener.)

    OpenID Provider

    Enables the system to function as an OpenID Provider for User authentication across network resources, as the user authentication source.

    The OpenIDProvider URL should be:

    <PROTOCOL>://<SERVER>/LiveTime/WebObjects/LiveTime.woa/

    wa/providerLookup

    The Protocol should be set to http or https and the server details should include where the system is hosted.

    OpenID Consumer

    Enables the system to delegate authentication of Users and/or Customers to one or more OpenID Providers (i.e., Google, Yahoo). OpenID Providers that are to be  used as delegates are configured in the Setup>Authentication>Social tab.

    Trust all SSL Connections

    Enables the system to automatically trust certificate while integration with a 3rd party server such as Email, LDAP and ZENworks. By default (and recommended), Trust all SSL Certificates will be set to "No" and users have to manually trust the certificates.

    Attachment Preview

    Enables attachment preview of the supported files in the request detail page.

    Note:

    * The preview might not be displayed immediately.

    * Sometimes Preview might not be generated even for the supported files.

    Hide old pages

    Hides placeholder pages of the older UI which has been re-designed.

    Telemetry

    Telemetry

    Telemetry enables Micro Focus to collect statistical data about your usage of Service Desk. This data will enable us to make the right decisions to ensure that you have the best possible experience with Service Desk.

    Telemetry is scheduled to run once a month.

    If your Service Desk server does not have outward connectivity and you want to upload the data manually, then perform the following:

    1. Copy the telemetry enc file from the following location:

      • Windows: \Program Files\ServiceDesk\LiveTime\Telemetry

      • Linux: /usr/local/ServiceDesk/LiveTime/Telemetry

      • Appliance: LiveTime/Telemetry

    2. Using any FTP client connect to productfeedback.microfocus.com with username: anonymous and password: blank (optionally use your email-id).
    3. Upload the file to the stats/MFSDTelemetry folder.

    Mandatory Product Data

    Telemetry collects the following mandatory product data:

    • License type
    • Technician count
    • Customer count
    • ZENworks integration
    • Database type
    • Operating system

    Gather Configuration Data

    (Optional) This collects the list of categories and count.

    Gather Feature Usage Data

    (Optional) This collects the following feature usage data:

    • Quick call count
    • Request info and count
    • Process info and countt

    ZENworks Integration Options

    Enable ZENworks Integration

    This option enables and disables ZENworks integration. When enabled, the ZENworks tab shall be displayed in the ZENworks Service Desk menu for additional configuration.

    Enable ZENworks Remote Control

    This option enables and disables usage of ZENworks remote management capability to remotely manage the device from service desk console.

    Store Setting

    Store Config Enable

    This option enables and disables the store feature.

    Store Customer Enable

    This option enables and disables the store in Customer portal.

    Forum Options

    Use Forums

    This option enables and disables all Forums within the system.

    Default Sort Order

    Sets the default Forum Topic sort order to either ascending or descending.

    Public Forums

    This option enables Public Forums to be viewed from the login page and does not require an account to view.

    Chat Options

    Enable Chat

    Select 'Yes' to activate Chat facility within the application.

    Note: The Chat feature is no longer supported and might not work. This feature is not available in the new customer portal.

    Chat Request Assignment

    Set to Technician if Customers are to be restricted to chatting only with the Technician assigned to their Request. Set to 'Team' to allow Customers to chat with any member of the Team assigned to their request.

    Default Technician Availability

    Sets the default availability for chat status in newly created Technician Account information screens.

    Outages Options

    Planned Outages Page

    A link to the Planned Outages page is displayed on the Login Screen. Outages can be set within Configuration Item properties to schedule when the item will be off-line.

    Note: To display the Outages tile, Planned Outages Page and Outages Page should be set to Yes in Setup > Privileges > System | Outage Options.

    The Outage will be displayed only when the Minimum Criticality for an Item Category is set to equal or higher criticality, and the Item must be deployed.

    For Item, Criticality must be equal to or higher than the Item Category Minimum Criticality setting.

    To view the Outages Offline, go to the “Item Category” and ensure that the Offline State and Customer Visible are set to Yes.

    Outages Page

    A link to the Outages Page is displayed on the Login Screen.

    Minimum Criticality

    Defines the Minimum Criticality required for Items to be displayed on the Outages pages.

    Show Affected Relationships

    Enables Item from the Outages page to show the Item's Relationships.

    Show Affected Users

    Allows Item owner's details to be displayed on the Outages page.

    Show Inactive Items

    Displays inactive Items on the Outages page.

    An inactive Item is an Item that is currently not in use by the organization.

    Show Change Requests

    Allows Customers to view Change Requests related to Outages displayed in the Customer Portal.

    Search Outages

    Enables Outages to be searched using the Customer email addresses or Item number.

    KBA Review Options

    Review KBA

    When enabled a Review date field is displayed in the KBA Information screen. The default number of days between reviewing KBAs should be set and the number of days before the review date for an Alert Reminder, should also be entered.

    KBA Comment Options

    Enable KBA Comments

    Enables commenting on the KBAs.

    KBA Comment Visibility

    Using this field, you can enable the comment visibility to Customers and Technicians. Owner of KBA will always have comment visibility.

  2. Click Yes to enable, or No to disable a Privilege option

  3. Click Save.

 

Re-Index Button
re-index.png

The Re-Index button at the base of the System Privileges page is used to re-build the system index. If the search engine appears to be failing text searches, this process will re-create the index. The indexing rebuild runs as a background process.

 

The following content and attachments is re-indexed:

For more information on search, see Full Text Search Options