1 2 Previous Next 16 Replies Latest reply on Jul 10, 2014 2:17 AM by AlasdairC

    Selecting from multiple Service Desk framework on console startup

    blwallace Apprentice

      I've used the Touchpaper.Tools.AppConfigUpdate.exe to create a multi-instance startup for my console.  After updating the config, I don't receive a dropdown list on the console startup splash screen.  The config file shows the second instance line (<add key="ConfigurationCentreUrl01" value="http://server/second_dev.Framework" />) has been added, yet no option to select it.  Any suggestions as to why?

       

      Using SD 7.7.1.

       

      Thanks

        • 1. Re: Selecting from multiple Service Desk framework on console startup
          dmshimself ITSMMVPGroup

          When you want to use this feature, you specify the URL of the servicedesk.configurationcentre in appconfig, not the specific framework(s) you want to use.  Once you have done that, Console then goes out to configuration centre to get the list of frameworks and then presents these to you as a drop down list.

          • 2. Re: Selecting from multiple Service Desk framework on console startup
            Fabian Schmidt Expert

            blwallace schrieb:

             

            <add key="ConfigurationCentreUrl01" value="http://server/second_dev.Framework" />

            This line should be:

            <add key="ConfigurationCentreUrl01" value="http://server/ServiceDesk.ConfigurationCentre" />


            Then the dropdown will show up and you can select a framework you want to connect to.


            Regards

            Fabian

            • 3. Re: Selecting from multiple Service Desk framework on console startup
              blwallace Apprentice

              I'm missing something simple.  I changed my ConfiguragtionCenterUrl01 to use my ServiceDesk.ConfigurationCentre but still get no dropdown.  Here is my entire Consolex64.exe.config after updating with the Touchpaper exe: (server.us/instance have been change to protect the identities)

               

               

              <?xml version="1.0"?>

              <configuration>

                <appSettings>

                  <!--<add key="Culture" value="de"/>-->

                  <add key="Culture" value="en-US" />

                  <add key="TPS Host" value="http://server.us/instance.Framework" />

                  <add key="Url" value="http://server.us/instance.Framework" />

                  <!-- Custom Action Handlers -->

                  <add key="ChangeManagement.Change.AddConfigurationItem" value="Touchpaper.Console.SnapIn.ConfigurationManager.AddConfigurationItemHandler" />

                  <add key="ChangeManagement.Change.DetachConfigurationItem" value="Touchpaper.Console.SnapIn.ConfigurationManager.DetachConfigurationItemHandler" />

                  <add key="ChangeManagement.Change.CreateConfigurationItem" value="Touchpaper.Console.SnapIn.ConfigurationManager.CreateConfigurationItemHandler" />

                  <add key="ChangeManagement.Change.CommitConfigurationItem" value="Touchpaper.Console.SnapIn.ConfigurationManager.CommitConfigurationItemHandler" />

                  <add key="ChangeManagement.Change.CancelConfigurationItem" value="Touchpaper.Console.SnapIn.ConfigurationManager.CancelConfigurationItemHandler" />

                  <add key="ChangeManagement.Task.AddConfigurationItem" value="Touchpaper.Console.SnapIn.ConfigurationManager.AddConfigurationItemHandler" />

                  <add key="ChangeManagement.Task.DetachConfigurationItem" value="Touchpaper.Console.SnapIn.ConfigurationManager.DetachConfigurationItemHandler" />

                  <add key="ChangeManagement.Task.CreateConfigurationItem" value="Touchpaper.Console.SnapIn.ConfigurationManager.CreateConfigurationItemHandler" />

                  <add key="ChangeManagement.Task.CommitConfigurationItem" value="Touchpaper.Console.SnapIn.ConfigurationManager.CommitConfigurationItemHandler" />

                  <add key="ChangeManagement.Task.CancelConfigurationItem" value="Touchpaper.Console.SnapIn.ConfigurationManager.CancelConfigurationItemHandler" />

                  <add key="HumanResources.Activity.CreateUser" value="Touchpaper.Console.SnapIn.PURG.CreateUserHandler" />

                  <add key="HumanResources.Activity.AddUser" value="Touchpaper.Console.SnapIn.PURG.AddUserHandler" />

                  <add key="HumanResources.Activity.CancelUser" value="Touchpaper.Console.SnapIn.PURG.CancelUserHandler" />

                  <add key="HumanResources.Activity.CommitUser" value="Touchpaper.Console.SnapIn.PURG.CommitUserHandler" />

                  <add key="HumanResources.Activity.DetachUser" value="Touchpaper.Console.SnapIn.PURG.DetachUserHandler" />

                  <add key="HumanResources.Task.CreateUser" value="Touchpaper.Console.SnapIn.PURG.CreateUserHandler" />

                  <add key="HumanResources.Task.AddUser" value="Touchpaper.Console.SnapIn.PURG.AddUserHandler" />

                  <add key="HumanResources.Task.CancelUser" value="Touchpaper.Console.SnapIn.PURG.CancelUserHandler" />

                  <add key="HumanResources.Task.CommitUser" value="Touchpaper.Console.SnapIn.PURG.CommitUserHandler" />

                  <add key="HumanResources.Task.DetachUser" value="Touchpaper.Console.SnapIn.PURG.DetachUserHandler" />

                  <add key="IncidentManagement.Reminder.AddRecipient" value="Touchpaper.Console.SnapIn.Analyst.AddReminderRecipientHandler" />

                  <add key="IncidentManagement.TaskReminder.AddRecipient" value="Touchpaper.Console.SnapIn.Analyst.AddReminderRecipientHandler" />

                  <add key="ChangeManagement.ChangeReminder.AddRecipient" value="Touchpaper.Console.SnapIn.Analyst.AddReminderRecipientHandler" />

                  <add key="ChangeManagement.TaskReminder.AddRecipient" value="Touchpaper.Console.SnapIn.Analyst.AddReminderRecipientHandler" />

                  <add key="ProblemManagement.Reminder.AddRecipient" value="Touchpaper.Console.SnapIn.Analyst.AddReminderRecipientHandler" />

                  <add key="ProblemManagement.TaskReminder.AddRecipient" value="Touchpaper.Console.SnapIn.Analyst.AddReminderRecipientHandler" />

                  <add key="CallManagement.Reminder.AddRecipient" value="Touchpaper.Console.SnapIn.Analyst.AddReminderRecipientHandler" />

                  <add key="CallManagement.TaskReminder.AddRecipient" value="Touchpaper.Console.SnapIn.Analyst.AddReminderRecipientHandler" />

                  <add key="IncidentManagement.ReminderRecipient.OnModify" value="Touchpaper.Console.SnapIn.Analyst.AddReminderRecipientHandler" />

                  <add key="IncidentManagement.TaskReminderRecipient.OnModify" value="Touchpaper.Console.SnapIn.Analyst.AddReminderRecipientHandler" />

                  <add key="ChangeManagement.ReminderRecipient.OnModify" value="Touchpaper.Console.SnapIn.Analyst.AddReminderRecipientHandler" />

                  <add key="ChangeManagement.TaskReminderRecipient.OnModify" value="Touchpaper.Console.SnapIn.Analyst.AddReminderRecipientHandler" />

                  <add key="ProblemManagement.ReminderRecipient.OnModify" value="Touchpaper.Console.SnapIn.Analyst.AddReminderRecipientHandler" />

                  <add key="ProblemManagement.TaskReminderRecipient.OnModify" value="Touchpaper.Console.SnapIn.Analyst.AddReminderRecipientHandler" />

                  <add key="CallManagement.ReminderRecipient.OnModify" value="Touchpaper.Console.SnapIn.Analyst.AddReminderRecipientHandler" />

                  <add key="CallManagement.TaskReminderRecipient.OnModify" value="Touchpaper.Console.SnapIn.Analyst.AddReminderRecipientHandler" />

                  <!-- Custom Action Handlers -->

                  <!-- remote connection settings-->

                  <add key="RemotePort" value="51111" />

                  <add key="RemoteChannelName" value="TelephonyChannel" />

                  <add key="RemoteServiceName" value="TouchpaperTelephonyService" />

                  <add key="TelephonyEnabled" value="false" />

                  <!-- remote connection settings-->

                  <add key="SingleConsoleMode" value="false" />

                  <add key="LogonPolicy" value="IntegratedOnly" />

                  <add key="IsNovellClient" value="False" />

                  <add key="WebServiceTimeout" value="120000" />

                  <add key="ClientMetadataCaching" value="false" />

                  <add key="ConfigurationCentreUrl01" value="http://server.us/instance.ConfigurationCentre/Instance" />

                  <add key="ConfigurationCentreUserName01" value="sa" />

                  <add key="ConfigurationCentrePassword01" value="z6iaQpue9pGK5IiJ5KhcOg==" />

                </appSettings>

                <system.web>

                  <webServices>

                    <soapExtensionTypes>

                      <!--        <add type="Touchpaper.Framework.SystemServices.SoapExtesnsions.TraceExtension, Touchpaper.Framework.SystemServices.SoapExtensions" priority="0" group="0" />-->

                      <!--        <add type="Touchpaper.Framework.SystemServices.SoapExtensions.ExceptionHandlerExtension, Touchpaper.Framework.SystemServices.SoapExtensions" priority="1" group="0" /> -->

                    </soapExtensionTypes>

                  </webServices>

                </system.web>

                <startup useLegacyV2RuntimeActivationPolicy="true">

                  <supportedRuntime version="v4.0" sku=".NETFramework,Version=v4.0" />

                </startup>

              </configuration>

              • 4. Re: Selecting from multiple Service Desk framework on console startup
                Fabian Schmidt Expert

                Better do this with the Config Tool:

                Open the Touchpaper.Tools.AppConfigUpdate.exe within C:\Program Files (x86)\LANDesk\Service Desk\Console

                Select the Consolex64.exe.config and edit the entries so it looks like this:

                Touchpaper.Tools.AppConfigUpdate.JPG

                Replace localhost with your servername and than you should be fine.

                The Url to enter is only http://server.us/ServiceDesk.ConfigurationCentre nothing else. No Instance name etc. Furthermore it should also be ServiceDesk. ... because this is the default URL for the configuration center.

                 

                Regards

                Fabian

                • 5. Re: Selecting from multiple Service Desk framework on console startup
                  blwallace Apprentice

                  Fabian,

                   

                  Thanks so much for your replies and help.  I have mine configured as below and still no joy.  I'm using integrated login - does that make a difference?

                  TouchPaper_Application_Configuration_Tool.png

                  • 6. Re: Selecting from multiple Service Desk framework on console startup
                    Fabian Schmidt Expert

                    Using integrated login dosn't make any difference for the framework list.

                     

                    Are you sure that the sa login credentials for the configuration center are correct?

                    The password for this sa accout is idependently configured from the console sa! So the password must not be the same!

                     

                    Regards

                    Fabian

                    • 7. Re: Selecting from multiple Service Desk framework on console startup
                      blwallace Apprentice

                      Yes, at least I think so.  I can successfully login to the same url I'm using in the config file with that account and password.  Not sure what you mean by your last sentence.

                      • 8. Re: Selecting from multiple Service Desk framework on console startup
                        Fabian Schmidt Expert

                        Two more question:

                        Does the dropdown appear at all, or are you just not able to select a different Framework to connect to?

                         

                        If the dropdown appears, but you are automatically signed in, than you have to change the console logon policy from integrated to explicit only.

                        With explicit only logon policy you should be able to select a framework and if all frameworks are configured to integrated logon you can just click login without entering any user credentials. The console will automatically sign in with your windows credentials.

                         

                        If the dropdown dosn't appear at all, I don't have a clou anymore why...

                         

                        Cheers

                        Fabian

                        • 9. Re: Selecting from multiple Service Desk framework on console startup
                          blwallace Apprentice

                          Yeah, unfortunately the dropdown never appears.

                          • 10. Re: Selecting from multiple Service Desk framework on console startup
                            Fabian Schmidt Expert

                            In that case, it's probably the best to open a call with LANDESK Support.

                            I don't have a clou why this isn't working... I configured this for every customer since this feature was introduced and it always works

                             

                            Regards

                            Fabian

                            • 11. Re: Selecting from multiple Service Desk framework on console startup
                              Apprentice

                              Hi there, did Support come up with a solution for you for this?

                               

                              If they did it would be interesting to see it here as I've been told by my boss that he wants this functionality. He's tried the amendment and it also didn't work for us.

                               

                              We're also on SD 7.7.1.

                               

                              Thanks.

                              • 12. Re: Selecting from multiple Service Desk framework on console startup
                                blwallace Apprentice

                                I recently created a support ticket.  I'll post here what they come up with.

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