External applications do not start from Web Desk

Version 6

    Verified Product Versions

    Service Desk 7.7.xService Desk 7.8.xService Desk 2016.xAsset Manager 2016.x

    Environment:

    Service Desk 7.7.2 and above

    Review Date:

    5 December 2014

     

    Problem:

    An external application access has been configured in Desktop Manager. The application can be started correctly from the console, but not from Web Desk. The information message "Preparing to start [application name]..." is displayed in the Web Desk interface but nothing happens:

     

     

    Cause:

    The linking of external applications from Web Desk has been added in the release 7.7.2 of Service Desk. In order to use this feature, the registration information needs to be created on the workstations where the external applications will be launched from.

     

    Solution:

    Please refer to the "Creating the registration information" section of the LANDESK Service Desk 7.7.2 - Desktop Manager guide. It lists all the steps needed to update the registry information on the client workstations using a .bat file.