Landesk ServiceDesk Ticket integration

tadavis

I was wondering if someone could point me in the right direction to integrating Landesk ServiceDesk into NPM...

Orion's demo has a perfect example of what I'm trying to do. http://oriondemo.solarwinds.com/Orion/SummaryView.aspx

Thanks in advance!

Tony

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mcbridea

Hi Tony,

The example on the demo is intended to demonstrate the type of integration that is possible, based on the abilities of you ticket system. This can normally be accomplished by adding a custom HTML resource to the view you want to it to appear on. Your ticket system admin can probably show you what HTML pages the system can create and what authentication may be required. Also see this tech reference.

With that said, if there are community members who have examples for ServiceDesk, please chime in!

Andy

tadavis

I wasn't very clear in my original post. I have Landesk ServiceDesk, which is the same application I'm questioning on your demo page. I just want to know how you integrated the "open tickets" into NPM. Is it a custom query? Or maybe embedded HTML? Whatever the case, I'm trying to achieve what you have accomplished with the same two applications.

Thanks,

Tony

patrick.hubbard

Thanks for the interest in the example HTML resource on the demo. It was really easy to build and I used the same methodology many customers do for wrapped web content. It's basically a web page in an IFRAME tag. Here's how I built it:

Note: You must have the LANDesk Web Desk module for this

In the app you're trying to wrap, create a view that you want to put in the Orion resource. For example use the LANDesk view editor to create a reduced open tickets view for the logged in user with just the basic status information that will fit in the window in Orion. Grab the url for the view you want to wrap in the Orion custom HTML resource. It might be something like http://mywebdeskserver/userview?viewid=123
Add a custom HTML resource to Orion, and include the HTML for an IFRAME with the src set to your new custom view URL in landesk. To make it look really good add a style attribute in the IFRAME tag to set it's with to 100%, height as you like it and turn off the border.
Save the resource and load the page in Orion. The app server, (in this case LANDesk), will pop up a login box if you're not using Windows auth and IE, and after that you should be good to go.
I don't currently have access to a landesk server, just saved source HTML. Perhaps someone else has a live server and can document the steps in more detail.

-Patrick