TOPdesk - Project Management in... · I Operators 1 The Configuration Management module A complete...

TOPdeskEnterprise

Manualfor Configuration Management

TOPdesk Supportw: extranet.topdesk.com e: [email protected]: +44 (0) 20 7803 4210

Copyright © 2012 TOPdeskManual version 5.1-0 for TOPdesk from version 5.1

Nothing in this publication may be copied and/or made public through print, photocopies, micro-film, on tape or electronically or in any other form whatsoever, including through a retrieval sys-tem where it is stored, without prior written permission from the publisher. Great care has been taken in producing this manual. However, TOPdesk UK Limited cannot beheld liable in any way for damages that may occur due to errors in and/or incompleteness of thismanual.

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Concise Table of Contents

Part I. Operators 3

1. The Configuration Management module 3

2. Registering a new object 3

3. Copying objects 6

4. Linking an object 6

5. Registering a new Configuration 7

6. Registering repairs 7

Part II. Administrators 8

1. Configuration Management module settings 8

2. Automatic inventory of hardware and software 11

3. TOPsis settings 24

Part III. Extra information 26

1. Configuration Management overview page 26

2. Cards in Configuration Management 26

3. Configuration Management terminology list 34

4. Icons in Configuration Management 35

5. Configuration Management and other modules 36

Part IV. SelfServiceDesk 38

1. Displaying object information in the Self Service Desk 38

Table of contents

2

I Operators

1 The Configuration Management module

A complete and up-to-date configuration database (CMDB) is an important

source of supporting processes within your organization. In the Configuration

Management module, sometimes called Asset Management, you set up a sim-

ilar database by registering all the important objects within your organiza-

tion.

All processes in TOPdesk that use information about company assets are

linked to Configuration Management. You can always retrieve the necessary

information. If a service desk employee receives a call about a company asset,

a printer or coffee machine for example, from Incident Management he can

link this to the corresponding Object Card in Configuration Management.

In the Configuration Management module you can register all your Configura-

tion Items (CIs), from hardware and software (licences) to inventory and tele-

phone systems.

2 Registering a new object

1 In your Quick Launch bar or on the Configuration Management Overview

Page in the New widget, click on the icon of the object type that you wish

to create, such as New Hardware or New Software .

➩ If the desired button does not appear on your Quick Launch bar, youcan add it.

2 Fill in the card according to the agreements within your organization.

3 Save the card.

See also

2 General tab [➙ page 29]

Operators > The Configuration Management module

3

2 Freely definable objects [➙ page 35]

2.1 Registering a maintenance contract 1 Open the corresponding Object card.

2 Click on the Maintenance tab and tick the Maintenance contract option un-

der Maintenance Plan.

3 In the searchlist, specify whether it concerns an annual, quarterly, monthly

or daily maintenance contract, or whether it is long term (5 years).

4 Select the First and Last date of the maintenance and the next scheduled

Planned maintenance.

5 Enter a description of the maintenance contract, if desired.

On this tab you can link repairs that have been made to this object or

register new repairs [➙ page 7].

See also

2 Maintenance tab [➙ page 30]

2 Maintenance tab of the software card [➙ page 31]

2.2 Registering telephone network objects 1 Go to the Configuration Management overview page.

2 In the New block, click on the New Telephone Systems icon.

3 Fill in the card.

➩ Specify in this field to what you would like to link the telephony ob-ject, for example a Site, Configuration or Person Group.

4 Save the card.

➩ On the Attributes tab you can now register information about a Subscrip-

tion, Mobile and the Network Identification.

See also

2 Telephone systems cards [➙ page 27]

Operators > Registering a new object

4

2.3 Registering software and licences 1 Go to the Configuration Management overview page.

2 In the New block, click on the New Software icon.

3 Fill in the card.

➩ In the Location link field, indicate to what you want to link the soft-ware, such as a Site, Configuration or Person Group. If you would liketo assign licences to specific people, select More than one person here.

4 Save the card.

5 Create new licences for this software on the Licences tab with the New Li-

cence icon.

➩ A Licence Card will appear in which you can record details of the li-cence code, costs, purchase details and the maintenance contract.

6 Fill in the card. Don't forget that the number of licences (in the Purchase

data block) must match the actual number.

7 Save the card.

➩ On the General tab in the Licences block you can now see the number of

licences that are still available. This number will be automatically adjusted

if you allocate [➙ page 5] this software to a new person.

See also

2 Software cards [➙ page 27]

2.3.1 Assigning licences to users 1 Create a Software Card, or open an existing Software Card.

2 In the Location link searchlist in the Location block select More than one

person.

3 Save the card.

4 Click on the Persons tab.

5 You can link a person to the software with the Links Wizard icon.

➩ You can see the software a person uses on the Graphic Overview and Links

tab of their Person Card.

Operators > Registering a new object

5

3 Copying objects

If you want to register multiple objects of the same type, for example when

you have ordered a large number of new PCs or printers, you can register

them in one go by using the copy functionality.

1 Create a new object card [➙ page 3] or open the object card that you

would like to copy.

2 Click on the Copy icon.

➩ The copy template will open. The details of the object card will be cop-ied to it.

3 If desired, complete the copy template or change the details.

4 Click on the Copy icon.

➩ A pop-up screen will open.

5 Enter the number of copies in the pop-up and specify which linked docu-

ments, persons, sites or configurations should also be linked to the new

cards. You can also change the numbering, if desired.

6 Click on OK.

➩ The copies have been added to the card cart.

4 Linking an object

You can link objects to Persons, Person Groups andSites, among other things. This allows you to view anaccurate digital representation of your company assets.If you use the Stock and Order Management module, it is more useful to link ob-

jects directly to stock items that are defined as a location link.

1 Open the corresponding Object Card.

2 In the Location link searchlist in the Location block, select the desired link.

➩ In the field below you can specify which Location, Stock, Person Groupetc. you would like to link to the object.

3 Save the card.

➩ You can easily find the underlying connections on the Graphic Overview

tab of the Object or Person Card.

You can also link objects to other things on the Links tab by using the

Links Wizard icon.

In order to link the object to more than one Person, Person Group,

Configuration or Site, select More than one person / Person Group /

Configuration / Site in the searchlist. If you select one of these op-

tions, you will see a tab where you can link Persons, Person Groups

etc.

See also

2 Graphic overview tab [➙ page 30]

Operators > Copying objects

6

5 Registering a new Configuration

1 Go to the Configuration Management overview page.

2 In the New block, click on the New Configuration icon.

3 Fill in the card according to the agreements within your organization.

➩ The Configuration [➙ page 34] will be linked to the Person or PersonGroup that you specify in the Used by block.

4 Save the card.

You can now link objects, incidents and Parent or Child Configurations

to the Configuration from the tabs.

See also

2 Configurations [➙ page 34]

2 The Configuration card [➙ page 33]

2 Configurations [➙ page 34]

6 Registering repairs

1 Open the relevant Object Card.

2 Go to the Maintenance tab.

3 In the Repairs block, click on the New repair icon.

➩ A Repairs Card will open.

4 Fill in the card.

5 Save the card.

➩ You can find the repair on the Maintenance tab of the Object Card.

Operators > Registering a new Configuration

7

II Administrators

1 Configuration Management module settings

Here you manage the settings that apply specifically toConfiguration Management. You can manage settings that also affect

other modules in the System settings.

You can find the module settings for the Configuration Management module

under menu option Settings > System Settings > Configuration Management

under Module Settings.

1.1 General tab On the General tab you can find the settings that are relevant to the General

tab of the Object Card.

Item number blockIn this block you can indicate whether items should be numbered automati-

cally. If this is the case, you can set up the sequence number here and indicate

whether it can be edited.

FunctionalityHere you specify whether, when creating a new object, a number of object

types may be chosen from a set list. You can determine the options to be in-

cluded in the searchlists in Searchlist Management. You can also specify

whether lease information can be entered.

Mandatory fieldsHere you can specify whether the Location field in Object Cards must be filled

in.

Administrators > Configuration Management module settings

8

1.2 Configurations tab

Configuration number blockHere you specify whether you want to number Configuration cards automati-

cally and what pattern the numbering should follow.

Functionality blockHere you specify whether Configurations may be mutually linked.

Mandatory fields blockHere you specify whether the Site field on the Configuration card should be

filled in.

Remote management blockYou can activate remote management here. This means that you may take

over work stations that have been equipped with a remote management ap-

plication such as VNC via the web interface. If you activate remote Manage-

ment, you should enter 5800 (beside postfix) as the default port. Enter

'http://' as the prefix. You can enter the IP address on the Hardware card of

the PC to be scanned.

The PC to be remotely controlled should be able to make contact from every

random port to port 5800 of the remote management program. The remote

management program should be able to send a response to this random port.

You can use this remote management program from the Hardware card. You

can start up remote management by clicking on the IP address on the Man-

agement tab of the Hardware card of the corresponding workstation.

1.3 Objects tab On the Objects tab you can find the sub tabs on which you can specify the de-

fault Object Card settings.

NumberingHere you determine how the objects should be numbered.

! If automatic numbering has not been activated for all object types in

Searchlist Management, it is important that the Object ID field can

still be edited. The user must be able to enter an Object ID manually.

If an object type is numbered automatically, and the Object ID is changed,

then the automatically generated Object ID will become available again. Auto-

matic numbering will continue from where it left off. If the card is deleted,

then the number will not become available again.

FunctionalityHere you indicate which fields and tabs should be available on the Object

Card.


9

Location linkHere you indicate which objects may be linked to and whether for this object

type a default value should be entered in the Location link field.

Mandatory fieldsHere you indicate which fields are mandatory on a card before the card can be

saved.

1.4 Adjustable names tab On this tab you can enter the name of the module and freely definable objects

(in various languages): the article and the name in singular and plural.

1.5 Freely definable objects tab You can define five different freely definable objects on this tab. You can de-

fine a free object by activating it and selecting or uploading an icon.

To upload a new icon, select Adjustable in the searchlist and click on Brows-

ing... to select an icon. You should upload the icon in a zip file.

TOPdesk uses .png files in three formats: 16x16, 24x24 and 32x32 pix-

els. For every icon that you would like to use, create a separate folder

in which you place the icon in these three formats and name the files

by their format (for example: 16.png).

Numbering, Functionality, Location link and Mandatory fieldsblockThese blocks are the same as on the Objects Tab [➙ page 9].

The fields and tabs that are displayed on a Freely Definable Object

Card are managed in Settings Management under Settings > Optional

fields.

1.6 Object Icons tab On this tab you can select an icon for every object type, such as hardware and

software.

1.7 Reporting tab On this tab you specify what the purchase date of an object means: the pur-

chase date or the registration date. If you select the purchase date, objects for

which the date of purchase has not been specified will not be included in re-

ports.

1.8 Self Service Desk tab On this tab you can specify whether Configuration Management is also availa-

ble in the Self Service Desk.


10

2 Automatic inventory of hardware and software

You can perform a scan of your hardware and software in two ways.

1 VBScript: the VBScript is a file that you can access. The VBScript then cre-

ates files that can be imported.

2 TOPsis service: TOPsis.exe is installed as a service on a single server. The

service transfers the data to TOPdesk.

The benefits of the TOPsis VBScriptWe recommend using the VBScript because it offers several advantages over

the TOPsis service, namely:

■ Fast scans and imports.

■ Importing TOPdesk files from another domain (the TOPsis service cannot

do this).

■ No firewall adjustments are required to open specific ports, which reduces

network problems.

■ No DNS server is required.

■ It can be used in a SaaS environment.

Benefits of the TOPsis serviceThe TOPsis service can scan specific IP ranges. This lets you automatically cre-

ate CMDBs, printers, VoIP telephones and Linux machines in TOPdesk. You

cannot scan these components, but TOPdesk can create cards for them. The

VBScript cannot do this.

2.1 Using the VBScript to automatically inventory hardwareand software

The TOPsis VBScript writes data concerning hardware components and instal-

led Windows server and workstation software to a file and imports it into

TOPdesk. This data is saved in the TOPdesk database and displayed on the

Hardware Cards. It is also possible to link scanned software to Software Cards,

giving you insight into the number of licences in use.

A few reasons to use the TOPsis VBScript:

■ Create overviews of the software (and operating system) on each worksta-

tion.

■ Take stock of the number of workstations on which particular software is

installed (counting licences).

■ Gain insight into which workstations have a particular hardware compo-

nent.

■ Discover how much available disk space and working memory worksta-

tions have.

■ Automatically enter the make, type and serial number on the Hardware

Card.

■ Automatically create new Hardware Cards.

Administrators > Automatic inventory of hardware and software

11

■ Import data from several network domains.

TOPsis is not a replacement for a specialized system management tool.

The TOPsis VBScript creates small files that are then imported by the TOPdesk

ApplicationServer. You can also import files containing scan data from your

other Windows network domains.

2.1.1 Technical background

2.1.1.1 Windows Management Instrumentation (WMI)

The TOPsis VBScript reads hardware and software data using Windows Man-

agement Instrumentation (WMI). WMI is the source from which the VBScript

gathers information about hardware components, such as the processor,

working memory or hard disks. WMI is usually installed on every Windows

workstation by default. If this is not the case, you can install WMI using the

option 'Turn Windows features on or off' under the Windows Control Panel >

Programs.

WMI always runs as a service (Start > Run > services.msc)

The TOPsis VBScript connects with WMI via \\<host>\root\cimv2. You

can use a text editor, such as Notepad++ or SciTE to view which queries have

been run in the topsis.vbs.

Useful tools for viewing and troubleshooting WMI:

■ wmi explorer

■ wbemtest.exe (Windows component with GUI: Start > Run > wbemtest)

■ wmic.exe (Windows component with CLI: Start > Run > wmic)

2.1.1.2 Software registry

The TOPsis VBScript reads the software that is installed on a Windows server

or workstation from the following registry task(s):

1 32bit Windows:

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Cur-rentVersion\Uninstall

2 64bit Windows:

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Cur-rentVersion\Uninstall (64bit software)

HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Windows\CurrentVersion\Uninstall (32bit software)

You can examine the registry using the registry editor, which you can find via

Start > Run > regedit.

! Please exercise caution when working with the registry editor. Saving

incorrect changes could seriously damage Windows and your ma-

chine.

Information is retrieved from the following fields:


12

■ DisplayName / Caption (product name)

■ DisplayVersion / Version (version)

■ Publisher / Manufacturer (publisher)

2.1.1.3 VBScript

VBScript is a scripting language developed by Microsoft. You can also run the

code on the Windows platform using wscript.exe in a GUI environment or

cscript.exe in a CLI environment (command line). A VBScript can use WMI

(Windows Management Instrumentation) and WQL (Windows Management

Instrumentation Query Language).

2.1.1.4 JSON file

JSON stands for JavaScript Object Notation. JSON creates JavaScript objects

and combines data (structured data such as XML) with functionality (Java-

Script). Hardware and/or software objects are saved in the JSON file in a struc-

tured format which allows the TOPdesk ApplicationServer to read the con-

tents.

JSON files are written to a central folder. The name of the JSON file is very im-

portant for TOPdesk to determine whether:

■ A new Hardware Card should be created.

■ An existing Hardware Card should be updated.

2.1.1.5 TOPsis tables in the database■ Topsisgroup: one record (not including content) of every hardware and

software scan.

■ Topsisobject: a table (including contents) of scanned hardware and

software.

■ Topsissoftware: a table (including contents) of all scanned software.

■ Topsisobjectclass: contains a set list of hardware components (WMI

classes).

■ Topsisiprange: a table of IP ranges. Not applicable in combination

with the TOPsis VBScript.

■ Hardware_license_link: a link table linking hardware ID to TOPsis

softwarelink ID.

■ Software_topsissoftware_link: a link table linking software ID to

TOPsis software ID.

2.1.2 Preparation There are several steps you must perform to activate the TOPsis VBScript. You

can prepare a number of things beforehand.

See also

2 Activating the TOPsis VBScript [➙ page 15]


13

2.1.2.1 Create a central folder

The JSON files (files containing all scan details) are written to a central folder.

You must create this central folder yourself. The central folder must be a

shared folder on the network to which the TOPsis VBScript can write the JSON

files files containing scan results. All Windows servers and workstations that

run the TOPsis VBScript must be able to write JSON files to this folder.

Read and write authorizationIt is important that user accounts under which the servers and workstations

run the TOPsis VBScript have read and write authorization for this central

folder.

The TOPdesk ApplicationServer must have read and write authorization for

the central folder to be able to import JSON files and rename them after a suc-

cessful import. The TOPdesk ApplicationServer normally runs as a service un-

der a specific service account.

We recommend creating the central folder in the TOPdesk installation

directory, so that all TOPdesk-related files are conveniently located in

the same place. Give this folder a name, such as 'topsisfiles'.

You can check whether TOPdesk has read and write authorization for

the central folder. To do this, log in to the TOPdesk server with the

TOPdesk service account and try to create and rename a text file in

this folder. If this works, TOPdesk has sufficient authorization.

Disk spaceAn average JSON file is around 150 KB. Two JSON files per object are placed in

the central folder: one old and one new. This means that there will be a maxi-

mum of two JSON files per object. If your network is large, for instance with

1000 workstations, your central folder will require at least 150 to 200 MB of

disk space.

2.1.2.2 Windows programs required to run VBScripts

Windows runs VBScripts using the programs wscript.exe or cscript.exe. By de-

fault, both programs are located in the folder C:\windows\system32 .

Wscript.exe is used for with the Windows interface (GUI) and cscript.exe is

used in combination with the command line. If these files are not present,

please ask your system administrator for advice.


14

2.1.3 Activating the TOPsis VBScript To activate the TOPsis VBScript, perform the following steps:

1 Determine to which central folder all files containing scan data (JSON files)

will be written and what the requirements are for this central folder. (Cre-

ate a central folder [➙ page 14])

2 Set up the System Settings for TOPsis VBScript in TOPdesk. (System Set-

tings [➙ page 15])

3 Generate the TOPsis VBScript. (Generating the TOPsis VBScript [➙ page

17])

4 Run the TOPsis VBScript and check the result. (Running the TOPsis VBScript

[➙ page 18])

5 Activate and run the JSON file import (automatically at a set time or man-

ually). (Activating JSON files [➙ page 18])

6 Check the results on the (new) Hardware Cards. (Viewing the results on the

Hardware Card [➙ page 19])

2.1.4 System Settings

You can find the System Settings under TOPdesk Menu > Settings.

You can find the TOPsis settings under the Technical Settings > TOPsis and

Module Settings > Configuration Management > TOPsis.

2.1.4.1 Technical Settings

You can find the technical settings for the TOPsis VBScript in TOPdesk under:

TOPdesk Menu > Settings > Technical Settings > TOPsis.

■ Save settings in: all settings are saved in the TOPdesk database by default.

You may wish to use a different configuration for a test- or acceptance en-

vironment. You can also save settings in a file. This file is saved in the root

of the installation folder once you restart TOPdesk. The file is called ‘top-

sisservice.properties’. You can load the settings using the Load button.

■ General: the Hostname/IP Address and options apply to the TOPsis service.

You do not need to fill this in, because the TOPsis VBScript does not use

the TOPsis service.

■ Default authentication: this also applies to the TOPsis service and does not

need to be filled in.

■ Daily scan: enter the time at which TOPdesk should import the JSON files

from the central folder. You can enter one time in twenty-four hour for-

mat.


15

When deciding on the time of day, keep in mind how heavily TOPdesk

is used. It takes around 2 to 5 seconds per file to import and process

the data, depending on your server configuration and several other

factors. Importing 1000 JSON files at 3 seconds per file could take

around 50 minutes. We advise you to perform the import outside of-

fice hours.

■ Scan type: select 'Import TOPsis Files' to use the TOPsis VBScript features.

■ TOPsis file import: here you should enter the path to the central folder. For

example \\topdeskserver\D$\topsisfiles. We recommend using a UNC

path. You can then create a VBScript in the module settings.

To check whether TOPdesk has read and write authorization for the

central folder, log in to the TOPdesk server using the TOPdesk service

account and try to create and rename a text file in this folder. If this

works, TOPdesk has sufficient authorization.

2.1.4.2 Module settings

You can find the module settings for the TOPsis VBScript in TOPdesk under:

TOPdesk Menu > Settings > Module Settings > Configuration Management >

TOPsis. The module settings are located on the General and Scan tabs.

2.1.4.2.1 General tab

■ Functionality: ticking Make and model and Serial Number ensures that the

TOPsis VBScript will collect this data. After an import, you can find this da-

ta on the tab of the Hardware Card.

■ Options: ticking Track Audit trail saves all scan details. You can view all

changes in hardware or software on the Management tab of the Hard-

ware Card. If you do not tick this option, only the details of the last scan

will be saved.

■ Blocks with hardware components: tick to indicate which hardware data

the TOPsis VBScript should collect.

■ Software: tick Operating system if you want the TOPsis VBScript to collect

this data. Tick Software if the TOPsis VBScript should record all software. It

is not possible to only inventory particular software.

! Each tick affects how the TOPsis VBScript will shortly be composed,

and how much data the VBScript will collect. TOPdesk saves only the

data that you have ticked in the database.

2.1.4.2.2 Scan tab

Functionality block■ Tick the Create new hardware cards option if you would like to create a

new Hardware Card when the host name in the JSON file does not appear

in the hardware table in the TOPdesk database.

The new Hardware Card can also be created using a copy template. If you


16

expand the default copy template menu, you will see all the Hardware

Cards that can be used as a template. The new card to be created copies

all fields from the template, except: the object ID, links to other cards, files

(documents), the audit trail, brand/type and serial number.

The brand, type and serial number found by the TOPsis VBScript are recor-

ded on the Management tab of the Hardware Card.

Import TOPsis files block■ Generate the TOPsis VBScript by clicking on Generate VBScript. Place the

TOPsis VBScript in a folder, for example \\[domain]\NETLOGON, a com-

mon folder for login scripts. You can start and stop the JSON file import

using the Start scan en buttons. You can also do this via the specified time.

2.1.4.3 Setting up the TOPsis VBScript settings

1 Go to the Technical Settings.

2 Select where you wish to save the settings: in the database or in a file (re-

start TOPdesk) and click on Load.

3 Indicate a time for a daily scan.

4 Select TOPsis file import.

5 Indicate the path to the central folder beside Location of TOPsis files.

6 Go to the Module Settings.

7 On the General tab, select the data that the VBScript should collect.

8 If desired, on the Scan tab tick the option. Generate the TOPsis VBScript by

clicking on the Generate VBScript button and place the TOPsis VBScript in

the \\[domain]\NETLOGON folder, for example.

9 You can start or stop the JSON file import with the Start scan and buttons,

or via the time that you set up.

2.1.5 Generating the TOPsis VBScript You can generate the TOPsis VBScript via the Module Settings. The VBScript is

created using the settings that you selected earlier under Technical Settings.

1 Go to Module Settings > Configuration Management > TOPsis > Scan tab.

2 Click on Generate VBScript.

➩ A pop-up will appear asking you in which folder the VBScript resultsshould be saved.

3 Enter the path to the central folder in the pop-up. For example \topdesk-server\D$\topsisfiles\. All TOPsis files (JSON files) will be saved in

this folder.

4 Click on Generate.

➩ A Windows pop-up will appear asking you whether you wish to savethe VBScript.

5 Click on 'Save file' and save the file under \\[domain]\NETLOGON, for ex-

ample.


17

You can use a different folder for the VBScript, as long as the VBScript

can still be run from all servers and workstations.

2.1.6 Activating JSON files Once you have created the JSON file, you can activate the import in two ways:

1 You can start the import at the time set up in the TOPsis Technical Set-

tings.

2 You can start the import manually, using the Start scan button in the Mod-

ule Settings on the Scan tab. This button is also useful for testing, or if data

must be imported immediately.

See also

2 Technical Settings [➙ page 15]

2 Module settings [➙ page 16]

2.1.7 Running the TOPsis VBScript There are several ways to run the TOPsis VBScript:

1 You can use a login script (kix script) with wscript.exe.

2 Your system administrator can tell you how to automatically run the TOP-

desk VBScript via the login script.

Test the TOPsis VBScript by double-clicking on the topsis.vbs file, for

example in the

\\[domain]\NETLOGON folder from your workstation. After several

seconds a file will appear in the central folder with a name such as

‘PC1480.topdesk.local.topsis.json’.

Notice how the file name is comprised of both variable and standard

elements. The variable part consists of the hostname and the domain

name, while .topsis.json is standard.

2.1.8 Importing JSON files TOPdesk can import JSON files from one central folder only. It does not matter

from which network domain the JSON files originate. If you cannot write the

VBScript directly to the central folder, you can solve this problem by copying

the JSON files to the central folder (automatically, manually, batch with xco-

py, usb stick etc.)

Check whether the import was successful by waiting several seconds,

then checking the central folder to see whether the JSON file has been

renamed. TOPdesk will give the imported JSON file the extension

'.json_old'. An example: ‘PC1480.topdesk.local.topsis.json_old’


18

2.1.9 Viewing the results on the Hardware Card Once you have imported the JSON file you can view the result on the Hard-

ware Card(s) in TOPdesk on the General and Management tabs. On the Man-

agement tab at Last Scan Date you can see the last scan date, or whether it is

not yet scanned. You can easily find the relevant Hardware Card using the

quick finder in TOPdesk.

It is possible to manually add, edit or delete hardware and software on

the Management tab of the Hardware Card. Data imported via the

JSON file cannot be edited or deleted.

2.1.10 How importing TOPsis files works We will use an example to explain how importing TOPsis files works.

Suppose that the file named ‘PC1480.topdesk.local.topsis.json’ is imported

from the central folder. TOPdesk searches all hardware records to see whether

they contain a record with the hostname PC1480.topdesk.local (The Fully

Qualified Domain Name or FQDN). You can find the Host name field on the

Hardware Card (Managementtab).

If no active or archived Hardware Card is found with exactly this hostname, a

Hardware Card will be created and completed with TOPsis data from the JSON

file. To do this, you must have activated the Create new hardware cards option

on the Scan tab [➙ page 16] in the Module settings [➙ page 16].

If an active or archived Hardware Card is found with this exact hostname, this

Hardware Card will be updated with TOPsis data from the JSON file.

2.1.11 Counting licences On Software Cards > Licences tab, you can manually

link software data imported by TOPsis.

1 Click on the Licences link and then on New Licence and indicate how many

licences you have purchased.

2 Return to the Software Card > Licences tab.

3 Click on TOPsis links and then on the Links Wizard icon .

➩ All software imported by TOPsis is displayed in a list.

4 Select the correct software item and click on Link. It is possible to link sev-

eral software items.

5 Next to In Use and under According to TOPsis, installed on you can see the

Hardware Cards upon which the software items appear.

➩ The number of Hardware Cards is subtracted from the total number of li-

cences. The remaining value is indicated at Remaining Licences.

See also

2 Licences tab [➙ page 33]


19

2.1.12 Troubleshooting

2.1.12.1 The JSON files are not imported from the central folder

Possible solutions:

1 Check whether the TOPdesk ApplicationServer service account has read

and write authorization for the central folder.

2 Use a UNC path in the Location of TOPsis files field in de Technical Settings

> TOPsis. For example: \\servername\D$\topsisfiles.

3 Try starting the import manually using the Start scan button in Module

Settings > Configuration Management > TOPsis > Scan tab.

4 Check whether the file name excl.topsis.json exactly matches the

name in the Host name field on the Hardware Card.

5 If the above does not solve the problem, download TOPdesk's log files, the

JSON files and the VBScript immediately after attempting an import. Cre-

ate an incident on the TOPdesk extranet and upload the files.

2.1.12.2 The TOPsis VBScript does not create JSON files

Possible causes:

1 The path to the central folder in topsis.vbs may be incorrect. The path to

the central folder is indicated in the VBScript. You can adjust this path di-

rectly in the VBScript. To do this, open the TOPsis VBScript with a text edi-

tor and check the following line: CONST FileLocation = \\PC1480\D$\top-

sisfiles\

2 It is very important that the path ends with a backslash. If the backslash is

missing, the JSON files in this example would be written to the root of the

D:\ drive (D$) and the name of the JSON files would be ‘topsisfi-

lesPC1480.topdesk.local.topsis.json’.

3 The user who runs the TOPsis VBScript does not have read or write au-

thorization on the central folder.

2.1.12.3 Certain data is missing from the Hardware Card

Possible cause:

1 The TOPsis VBScript may not read out particular data, or you may need to

place a tick in the Settings in TOPsis.

2 There may be a problem with the TOPsis VBScript. The TOPsis VBScript is

composed based on the options you ticked in the Module Settings. For ex-

ample: if you tick Serial Number, the TOPsis VBScript ensures that this da-

ta is read out. If you do not tick this option before generating the VBScript,

the serial number will not be read out. Rule of thumb: set up all the de-

sired Module Settings (which data should be collected?) before generating

the TOPsis VBScript.


20

https://extranet.topdesk.com/

2.2 Automatic inventory of hardware and software usingTOPsis

You can register hardware and software automatically.TOPdesk uses TOPsis to do this.

Functionalities1 Scanning the network periodically: new network components are identi-

fied via their IP address or hostname using a ping. The scan can be sched-

uled periodically at a certain time. TOPdesk creates a new Hardware Card

for new hardware automatically.

2 Scanning PCs: TOPsis scans registered PCs for hardware and software that

has been installed. The information is recorded in the corresponding cards

(Hardware, Software and Licence Cards) in TOPdesk. You can perform this

scan periodically or manually.

SettingsYou can find the settings for TOPsis [➙ page 24] at the Technical Settings, on

the TOPsis tab.

See also

2 TOPsis settings [➙ page 24]

2.2.1 Installing TOPsis Before you can use TOPsis, the following must apply:

Installing TOPsis as a serviceTOPsis must run as a service on the TOPdesk Application Server or another

random server.

Checking the WMI settings■ Authorization for WMI: In order to scan PCs, TOPsis requires authorization

for WMI. Administrators and members of the administrators group nor-

mally have full access to the WMI service. The password data required for

this is saved generically or per PC to be scanned.

■ Ports: TOPsis must be able to contact port 135 and 445 of the computer to

be scanned from any random port. The computer must be able to send a

reaction.

Optional: Changing the portTo allow contact between the TOPdesk Application Server and TOPsis, a port

for TOPsis must be open. TOPsis listens to port 8106 by default. If necessary,

you can set up an alternative port for TOPsis.


21

2.2.1.1 Installing TOPsis as a service

TOPsis must be installed on a server. This does not need to be the same serv-

er on which the ApplicationServer runs. After installing TOPsis, it will start au-

tomatically when the server is started up.

1 OS: Open the DOS shell.

2 Go to the location of the TOPsis folder: [Drive]\…\TOPdesk [yourversion]\topsis

3 Type TOPsis.exe /install.

4 Click on Enter.

! If you encounter an error message here, then TOPsis is probably al-

ready running.

5 OS: Now open the settings for services.

6 Go to the TOPsis service.

7 Start the service.

➩ TOPsis as a service has been started.

To uninstall TOPsis as a service, carry out the instructions as above,

but replace 'install' in step 3 with 'uninstall'.

2.2.1.1.1 Running multiple TOPsis services

It can be useful to run more than one TOPsis service,for example if you wish to use a test environment along-side your production environment. To do this, you should give each

TOPsis service used a different name. To adjust the name of a TOPsis service ,

follow the steps below:

1 Go to the TOPdesk installation folder.

2 Open the TOPsis folder.

3 Open the file 'topsis.ini' in a text editor.

4 Replace the name 'TOPsis' in the line '# servicename = TOPsis' with another

name.

5 Save the file.

2.2.1.2 Changing the TOPsis port

TOPsis uses port 8106 by default. If this port is al-ready used by another application, you can adjust this.To do this, you need to adjust both the service settings in Windows and the

settings in TOPdesk.


22

2.2.1.2.1 Changing the TOPsis port in the service settings

1 Go to the TOPdesk installation folder.

2 Open the 'TOPsis' folder.

3 Open the file 'topsis.ini' in a text editor.

4 In the line that includes 'port = 8106', remove the '#' symbol and replace

'8106' with the desired port number.

5 Save the file.

The changes will only come into effect once you have restarted the

TOPsis service.

2.2.1.2.2 Changing the TOPsis port in the TOPdesk settings

1 Open the Technical settings via Settings > System Settings.

2 On the TOPsis tab in the General block, enter the number of the desired

port in the Port field.

3 Save the card.

2.2.2 Activating the PC for the network scan All PCs to be included in the network scan must first beactivated on the corresponding TOPdesk Hardware Card.1 Open the PC's Hardware Card.

2 Go to the Management tab.

3 In the Registration block, enter either the PCs IP address or hostname.

➩ If the PC's login details differ from the details in the system settings,enter the correct login information in the TOPsis block.

4 in the TOPsis block, activate the Automatic Scan? option.

2.2.3 Saving TOPdesk data as files It may be useful to save data from the TOPsis scan as a file. A JSON file will be

created with the details of the hardware and software on the scanned PC.

1 In the Technical Settings of the System Settings, open the TOPsis tab.

2 On the Daily scan sub tab tick TOPsis file import in the General block.

3 Create a folder on a drive for which every computer in the network has

write permission. In order to access the files, the TOPdesk service account

must also have read permission for the central folder.

4 Enter the location of this folder in the Location of TOPsis files field under

TOPsis file import.


23

The VBScript allows you to automatically create new Hardware Cards

during the scan. In the Functionality block, tick Create new hardware

cards. TOPsis will first check if there is already a Hardware Card for the

object. If there is no existing Hardware Card, TOPsis will create a new

card.

5 Click on Generate VBScript.

➩ A pop-up screen will appear, in which you must re-enter the locationof the TOPsis folder.

6 Click on Generate.

7 Click on Save file.

8 Double click on the .vbs-file in the open window.

➩ A new JSON file will be made, with the hostname, domain and domainextension as the file name. Check whether the hostname in the filename is identical to the name on the Hardware Card! The host nameshould match the file name minus .topsis.json.

In the .vbs file you can find the location to which the output of the

scan will be written beside CONST FileLocation = "D:\topsisscans\”

9 Start the scan manually by clicking on Start scan under TOPsis file import.

➩ Once the scan has been completed (the details have been read in inTOPdesk), the suffix _old will appear after the file name in your folder.

If you want to run the scan automatically at the same time every day,

tick Daily scan and enter the desired time.

10 Check the result by refreshing the Hardware Card.

➩ On the Management tab, you can see the date of the last scan.

3 TOPsis settings

You can find the TOPsis settings under Settings > Technical Settings > TOPsis

tab .

General sub tabGeneral: in the Host name, IP Address and Port fields, enter the hostname, the

IP address and TOPsis' network port.

Default authentication: here you enter the default login information.

Options: if you tick Track Audit trail, TOPdesk will track which changes in

hardware and software have occurred as a result of the PC scan. You can view

these modifications on the Management tab of the Hardware Card.

You can determine which aspects should be scanned in the remaining

blocks (Functionality, Motherboard, Processor etc.).

Daily scan sub tabSave settings in...: here you can specify where you want to save the settings

for the TOPsis service. You can do this on the local hard disc or in the data-

base.

Administrators > TOPsis settings

24

Functionality: here you specify whether you would like to create a new Hard-

ware Cards for hardware found during the scan. If you choose to use a copy

template, indicate a Hardware Card or an item on which the new card will be

based. The copy template you indicate in the list (grid) will have priority over

the copy template in the Default copies template field.

General: here you choose the time at which you would like to perform the

scan and whether it should be a TOPsis network scan or a TOPsis file import.

3.1 Network scan You scan the network as follows:

1 Scanning via hostname: scanning takes place by means of a ping on every

address within the indicated IP address series. Once a response has been

received, an attempt will be made to retrieve the hostname. TOPdesk will

then check whether the hostname exists. If not, a Hardware card will be

created. It is therefore important that the IP address or the hostname is en-

tered on Object cards.

2 Scanning automatically on hardware and software: when the scan is com-

plete,TOPdesk will detect for which objects the 'automatic scan' box has

been ticked. These objects will then be scanned on hardware and software

based on WMI.

3 New IP addresses: if new IP addresses are found during a network scan,

Hardware cards will be created for them automatically.

Enter the IP address series in the list (grid). You can do this in one of the fol-

lowing ways:

■ enter one address as the starting address.

■ enter one starting and one end address.

■ enter one address with an asterisk *: in the form of 74.125.79.*(the aster-

isk completes the IP address with numbers from 0 to 255)

The copy template can be filled in:

■ for each IP series at the bottom of the grid.

■ for all series at the top of the field Default copies template.

You can also decide not to choose one of the above-mentioned options. an

empty card will then be created.

Administrators > TOPsis settings

25

III Extra information

1 Configuration Management overview page

On the Configuration Management process overview page you can find an

overview of the last cards to be opened and shortcuts to total overviews, se-

lections, etc.

2 Cards in Configuration Management

2.1 Object cards TOPdesk contains default Object Cards for hardware, software, telephone sys-

tems, network components and inventories. These can be linked to one or

more Persons, Person Groups, Sites or Configurations.

2.1.1 Hardware cards You can register hardware, such as PCs and monitors, on the Hardware Card

.

Each Hardware Card contains the following tabs:

■ General [➙ page 29]

■ Information [➙ page 29]

■ Graphic overview [➙ page 30]

■ Maintenance [➙ page 30]

■ Management [➙ page 31]

■ Orders [➙ page 32]

■ Reservations [➙ page 32]

■ Links [➙ page 32]

Extra information > Configuration Management overview page

26

■ Objects [➙ page 33]

■ SLA [➙ page 33]

■ Notes

■ Audit trail

See also


2 Objects tab [➙ page 33]

2.1.2 Software cards You can register software, such as MS Access and Word, on the Software Card

.

Each Software Card contains the following tabs:





■ Specification [➙ page 31]






■ Licences [➙ page 33]

■ Notes

■ Audit trail

See also


2 Maintenance tab of the software card [➙ page 31]

2.1.3 Telephone systems cards On the Telephone System Card you register items such as fixed and mobile

phones.

Every Telephone System Card contains the following tabs:





■ Attributes [➙ page 31]


Extra information > Cards in Configuration Management

27




■ Notes

■ Audit trail

See also


2.1.4 Network component cards On the Network Component Card you can register network components.

Every Network Component Card contains the following tabs:










■ Notes

■ Audit trail

See also



2.1.5 Inventory cards You can register your inventory on the Inventory Card .

Every Inventory Card contains the following tabs:









■ Notes


28

■ Audit trail

See also


2.1.6 Tabs

2.1.6.1 General tab

General blockIn this block you enter data that describes the object, such as the type, make

and model.

Object ID: Name or number of the object. The Object ID field should always be

filled in. You can also let TOPdesk fill in the Object ID field using automatic

numbering.

Type and make: Here you can choose the right value from the menu (these

values are set up by the administrator in Settings Management).

Model: Object TypeMake It may also be possible for you to enter a new value.

Financial blockIn this block you enter all data relevant to the budget and depreciation.

Location blockIn this block you determine what the object is linked to using a searchlist.

Linking possibilities could be limited, depending on your TOPdesk con-

figuration. The Application Manager can select the following possibili-

ties in the system settings.

■ Person / More than one person / Persons Group / More than one Persons

Group

■ Configuration / More than one configuration

■ Branch / More than one branch

■ Stock

If the object is linked to More than one person, the users will be listed

on the separate Persons tab.

Status blockIn this block you specify the status of the object using a searchlist, for exam-

ple: operational or written off.

2.1.6.2 Information tab

On the Information tab you can enter specifications ofthe maintenance contract. The information visible on theInformation tab is dependent on the system settings.


29

Maintenance contract blockThis block is only visible if the administrator has activated it in the System set-

tings.

You can deactivate or activate the Maintenance contract block by (un)ticking

it. In the Contract Name field you specify a name. The By field contains a

searchlist of suppliers. In the Maintenance Type field you can choose a value

from the searchlist.

Attention blockIn this block you select any special properties that are applicable to the object

from the searchlist. The attention is also shown in the incident card if the ob-

ject is linked to an incident.

2.1.6.3 Graphic overview tab

On this tab you can see a graphic representation of the object and all items

that it is linked to, such as persons, objects, configurations or locations.

When you click on one of the linked items, Graphic Overview of the corre-

sponding card will open.

On the Graphic Overview tab of the Person Card you can see easily

which objects are linked to a person.

2.1.6.4 Maintenance tab

This tab is only visible if the administrator has ticked it in the System Settings.

The Maintenance tab on the Software Card differs from oth-er Object Cards.On the Maintenance tab you can enter maintenance planspecifications. This tab is only visible if the Adminis-trator has ticked it in the System Settings.

Maintenance Plan blockIf you have a maintenance plan, tick Maintenance contract. In the First field

you can enter the date of the first maintenance to be carried out. In the Last

field you can fill in the most recent maintenance that was carried out. In the

Planned field you can indicate when the next maintenance is due to take

place.

Description blockIn this block you describe the maintenance plan.

Repairs blockIn the Repairs block you can see repairs that have been carried out and regis-

ter new repairs [➙ page 7] directly.


30

2.1.6.5 Maintenance tab of the software card

In the Patches and Upgrades block via the New Patch icon at the top of the

overview you can open a new Patch card on which you can register details of a

patch or upgrade.

2.1.6.6 Attributes tab

On this tab you can register details that are relevant to the telephone. In the

Subscription block you register details about the subscription. In the Mobile

block you only enter details if it concerns a mobile telephone. In the Network

Identification block you can enter the hostname and IP address.

2.1.6.7 Specification tab

In the Specification block you can register the location of the software, loca-

tion of the documentation and the storage medium.

2.1.6.8 Management tab

You can inventory components via TOPsis on the Management tab. TOPsis

must already be installed by the administrator. The settings on this tab apply

to the PC to be scanned to which this object belongs.

Registration blockIn this block you can indicate the details of the PC to be scanned that belongs

to this Hardware Card.

Host name: here you enter a valid name for the PC. If no name has been en-

tered, TOPsis will search via the IP Address field.

In the System Settings the Operator can indicate the standard login

data for all PCs to be scanned.

User Name and Password: enter these details if a PC has other login details.

TOPsis blockYou can also use automatic periodic scanning with TOPsis. If you want to in-

clude this PC in an automatic periodic (network) scan, tick the TOPsis block.

The date indicates when the card was last scanned using TOPsis. Automatic

scanning should be set up in the System Settings.

Web access blockIn this block you can enter the web address of the object, for example to allow

remote control.

Comments blockHere you can enter comments.


31

Scan resultsYou will find the (automatic) scan results at the bottom of the tab. All of the

hardware and software components found will be indicated. Any changes in

the hardware will also be tracked. The Operator can indicate in the System

Settings which components from the workstation should be included in the

scan.

2.1.6.9 Orders tab

This tab contains details about running orders (in the Stock and Order Man-

agement module) for this object. In the Order block you can see the order

number and the supplier's details. In the Request Details block you can see the

details of the order request

2.1.6.10 Reservations tab

This tab is only visible if the administrator has ticked it in the System Settings.

Availability blockIn this block you indicate whether the object is Reservable or Issuable and

whether the object is Only Reservable During Office Hours.

Self Service Desk blockIn this block you indicate whether the object is visible and/or reservable in the

Self Service Desk.

Expenses blockIn this block you indicate the price per unit of time, such as an per hour or per

day. You can also indicate what the deposit costs.

General blockIn this block you can copy the text that appears on the lease contract. You

could indicate that the projector comes with cables, for instance, or that the

car should always be returned with a full tank of fuel.

2.1.6.11 Links tab

If there are links to Incident Management, the tab will be called Logged Inci-

dents.

On this tab you can see an overview of the incidents and changes that are re-

lated to the object. You can also see an overview of the Configurations, Sites

or Persons if this object is linked to several items on the General tab (Location

block). If you do not have the Change Management module and the object is

only linked to a single Person, the tab will be called Incidents instead of Links.

If 'More than one...' has been selected for the Location link, those links will be

linked on a separate tab and not under Links.


32

Linked incidentsBy double-clicking on an incident in the incidents overview, the corresponding

Incident card will open. By holding down CTRL and double clicking you can

open the Incident Card in an editable state. The filter enables you to

specify which incidents you wish to see in the overview. A screen will open in

which you can select incidents based on status, period and Operator.

Above the incidents overview on this tab you can see the New First Line Inci-

dent and New Second Line Incident icons. Click on these icons to create

new incidents instantly. If you click on this, a new Incident Card will open with

the object already filled in. The object is copied from the Object Card.

2.1.6.12 Objects tab

This tab is only visible if the administrator has ticked it in the System settings.

On this tab you can link parent and child objects to the object by clicking on

the Links Wizard icon.

2.1.6.13 SLA tab

On this tab you can link SLA services and Supplier services to an object by

clicking on the Links Wizard icon.

2.1.6.14 Licences tab

On the Licences tab you can see an overview of the Licence cards to which this

object is linked. Here you can see the number of licences that is indicated on

the Licence card.

LicencesThe total number of licences on all Licence cards together is displayed in the

Licences block on the General tab. You can open the Licence cards from the

overview by double-clicking on them.

TOPsis linksVia the TOPsis links overview, this Software card can be linked to an element

found by TOPsis.

According to TOPsis installed onIf a link has been created via TOPsis, the number of licences will be calculated

during the automatic TOPsis scan. On this sub tab you can see on which and

on how many PCs the software has been installed.

2.2 The Configuration card

General tabGeneral


33

In this block you enter all the data that describes the configuration. In the

Configuration ID field you enter a logical name or code, for example beginning

with ‘C’.

Is used by

In this block you indicate who uses the configuration. Select a user or user

group. TOPdesk will then automatically fill in the remaining details.

Specification

In this block you specify which type of connection (for example stand-alone or

network) is related to the configuration.

Graphic overviewHere you see all objects, persons or persons groups, sites, locations and stock

that have been linked to this configuration. If someone has been assigned re-

sponsibility for this item, it will be listed here.

Objects tabHere you find an overview of all objects that have been linked to a configura-

tion. You can link new objects to a configuration by clicking on the Links Wiz-

ard icon.

Incidents tabHere you can see an overview of the incidents that are related to this configu-

ration.

3 Configuration Management terminology list

3.1 Configurations

ConfigurationsYou can create a configuration [➙ page 7] for a group of objects, such as a

workstation that consists of a telephone, PC and specific software licences.

You can group a number of objects via the Configuration card, and you can

specify which person or persons groups works with this configuration and

where they are located. You can use persons groups for workstations that are

used by a number of different persons.

LinksInstead of compiling objects together in a Configuration card - linking to a

configuration - you can also link objects directly to one or more person(s), per-

sons group(s) or site(s). Registering in this way is therefore not based on work-

station functionality, but can be useful, for example, if a specific object (for

example a type of PC) is used by several different persons.

Extra information > Configuration Management terminology list

34

3.2 Freely definable objects When you want to register objects that are specific to your organization, such

as particular software, you can do this by creating freely definable objects.

You can define these objects in the System Settings of Configuration Manage-

ment. Here you can specify which details you would like to register.

3.3 Repairs in Configuration Management You can register repairs [➙ page 7] on the Object cards. If a maintenance con-

tract applies to the object, it will be adjusted automatically when you register

new repairs.

3.4 Object numbering

Automatic numberingWhen a new object is registered, Automatic numbering generates the object

ID automatically depending on the object type that has been entered. This will

be the last number generated plus one. If the Object card is cancelled, ar-

chived or deleted, the automatic numbering can be reset. This will make Ob-

ject ID of that card available again. You can specify object numbering in the

System settings for Configuration Management [➙ page 8] on the General

tab.

Creating your own Object IDYou can enter a number yourself in the Object ID field of the object card. This

is only possible if the Object ID can be edited, as indicated in the system set-

tings (Settings > System Settings > Module Settings > Configuration Manage-

ment > Objects tab).

4 Icons in Configuration Management

General

Icon Meaning

Configuration

Hardware

Software

Telephone systems

Network component

Inventory

Extra information > Configuration Management terminology list

35

Freely definable objects (examples)

icon Possible meaning

Lease car

Property

Keys or access cards

Actions

Icon Meaning Location

Perform a TOPsis scan Above the Hardware card

Licence Licence tab of the Software

card

Recalculate Licences Above the total overview of

Software

5 Configuration Management and other modules

5.1 Configuration Management and Reservations Manage-ment

When you specify on the Reservations tab that, for example, a hardware ob-

ject is reservable, this will appear in the Reservable Hardware overview of Res-

ervations Management.

When an object is reserved, you can see this in the planner on the Reserva-

tions tab of the object card.

5.2 Configuration Management and Stock and Order Man-agement

You can link an object to a stock item by selecting Stock in the Location link

field. You can then view this object in the selected stock item in Stock and Or-

der Management on the Objects tab.

5.3 Configuration Management and Incident Management You can register new incidents from the Object card, and you can link objects

to the Incident card on the Incident card.

5.3.1 Creating an incident on an object 1 Open the corresponding Object Card on which you wish to register an inci-

dent.

2 Go to the Links tab.

Extra information > Configuration Management and other modules

36

If there are any links to Incident Management, the tab will be called

Logged Incidents .

3 Click on the New First Line Incident or New Second Line Incident icon.

➩ The Incident Card will open in which you can register a new First or Sec-

ond Line Incident. You can also link an existing incident to an object on the

Location link tab of the Incident Card.

Extra information > Configuration Management and other modules

37

IV SelfServiceDesk

1 Displaying object information in the Self ServiceDesk

1 Log in to the Self Service Desk

2 Click on the Configurations menu option.

3 Click on the overview that you wish to view: Overviews, Configurations by

department, budget holder or site and to Reports on your configurations.

4 Click in the overview or on the object or report that you would like to view.

➩ The card will open. You can print information on the object card or the re-

port by clicking on the Printable version icon.

See also

2 Self Service Desk tab [➙ page 10]

SelfServiceDesk > Displaying object information in the Self Service Desk

38

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