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Integrating Service Desk and Live Connect

Live Connect is single machine user interface that can be used by both VSA users and machine users. One of the functions provided by Live Connect is the ability to see all tickets associated with a selected machine. By default, the tickets displayed by Live Connect are for the Ticketing module only. Once Service Desk is installed and activated, the Ticketing function in Live Connect displays Service Desk tickets only.

When Live Connect is integrated with Service Desk, the Ticketing function displays two tabs: one for service desks tickets and a second tab for KB articles. Working with service desk tickets and KB articles within Live Connect is similar to working with them using the Service Desk module in the VSA.

Note: See Remote Control > Live Connect for general information about Live Connect.

Prerequisites

  • The Service Desk module is installed.
  • Agents are already installed on managed machines.

Configuration

  1. Create a service desk definition and knowledge base definition. The easiest way to do this is to use Service Desk > Setup to create sample definitions and modify them to suit your preferences.
  2. Create a ticket in Service Desk associated with a specific machine ID account you can use to test with.
  3. Create a KB article. KB articles are not associated with specific machines.
  4. For KB articles created using the pre-configured KnowledgeBase desk, set any KB articles you want visible to Live Connect users to the Published stage. If you created your knowledge base definition from scratch and want to display its KB articles to Live Connect users, then those KB articles must be set to the End stage, whatever the name of that End stage.
  5. Configure the Default machine role.
    • Ensure your created service desk and knowledge base definitions are assigned to the Default machine role using Service Desk > Preferences by Role.
    • Ensure machine IDs using Live Connect are assigned to the Default machine role using System > Machine Roles.
    • Ensure the Function Access tab for the Default machine role shows the Service Desk functions enabled.

    Note: If you create an additional machine role for machine users, repeat step 5 for this machine role.

  6. Assign any service desk and knowledge base definitions you want visible to Live Connect users to the Anonymous scope using System > Scopes.
  7. Activate Service Desk using Service Desk > Setup.

    Note: Activation can be done at any time before or after Service Desk configuration. Typically Service Desk is configured before activating integration with the rest of the VSA.

Using Live Connect with Service Desk

As a VSA User

  1. Click the agent check-in icon next to a machine ID to display the Live Connect page.
  2. Click the Ticketing function to display the Service Desk tab and Knowledge Base tab. You should see any tickets and KB articles created within the VSA that are associated with this machine ID.
  3. Create one or more tickets within Live Connect. You cannot create KB articles as a Live Connect machine user.
  4. As a VSA user in the Service Desk module, you should see the tickets created as a Live Connect user for this machine ID, assuming your current scope includes this machine ID and service desk.

As a Machine User

  1. Click the agent icon in the system tray of the managed machine to display the Live Connect page.

    Note: When a machine user uses Live Connect, its called the Portal Access page.

  2. Click the Ticketing function to display the Service Desk tab and Knowledge Base tab. You should see any tickets and KB articles created within the VSA that are associated with this machine ID.
  3. Create one or more tickets within Live Connect. You cannot create KB articles as a Live Connect machine user.
  4. As a VSA user in the Service Desk module, you should see the tickets created as a Live Connect user for this machine ID, assuming your current scope includes this machine ID and service desk.