LANDESK Service Desk

This document shows you how to set up AMS integration with LANDESK Service Desk. 

The Arellia Management Server (AMS) integrates with LANDESK Service Desk to create tickets for application elevation requests received via Arellia Application Control policies. These tickets can then be approved or denied directly from the LANDESK Service Desk.

To set up the AMS integration with LANDESK, do the following steps:

Verify User Credentials

Approval Process

Approval Type

Clone a Policy

LANDESK Service Desk Configuration

Verify User Credentials

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To verify user credential, do the following steps:

1. Contact Arellia support for the latest Design Transfer XML to import into Service Desk.
2. In the Security Manager Console and click the Configuration tab.
3. Navigate to Settings > Foreign Software Systems > UserCredentials. 
4. Verify that the Default User Credential has access to the LANDESK Service Desk, or create a new credential that has access.
5. Navigate to Settings > Foreign Software Systems > Foreign Software System Types > LANDesk Service Desk.
6. Right-click LANDesk Service Desk and then click New > New LANDesk Service Desk Instance. 
    
7. Enter a Name and Base Uri of the Service Desk Instance.
   
   
   
   
8. Click OK.
9. Click the User Credential you configured in step four. 

Approval Process

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Create an approval process by doing the following steps:

1. Click the Tasks tab.
2. In the file library at the bottom of the left pane, click Workflow.
3. Navigate to Automation >Approvals.
4. Right-click Approval Processes and then click New > Approval Process > LANDesk Service Desk Approval Process.
   
5. Enter a Name and Description for the new approval process.
6. In the right pane under Settings, select the new LANDesk Service Desk Instance.
7. Configure the newly created approval process to use the AMS Request Process and AMS Request Template credential.
   
8. You have the option to change how often ticket status is checked by changing the time interval next to Check request status every.
9. Click Save.

Approval Type

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Create an approval type by doing the following steps:

1. In the file library in the left pane, right-click the Approval Types folder and then click New > Execute Application Approval Request.
   
2. In the Create Item dialog box, enter a Name and Description.
3. Click OK.
   
    
    
4. In the right pane under Settings > Options, select as the Process handler the approval process you created previously, LANDesk Service Desk Approval Process.
5. Select the Policy specific and File specific check boxes.
   

Clone a Policy

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To clone a policy for the LANDESK Approval action, do the following steps:

1. Click the Policies tab.
2. In the file library in the left pane, navigate to Policies > Arellia Solutions > Application Control > Actions > Messages > Advanced 
3. Right-click on Approval Request Form Action and select clone.
   
4.  In the Clone Item dialog box, change the name to LANDesk Approval Request Form Action.
   
    
    
5. In the right pane under Settings, select as the Approval type the approval type you created previously, LANDesk Service Desk Execute Application Request Type.
   
6. Save the action.

You can now use the new message as an application action that will collect requests from end-users and send them automatically to LANDESK Service Desk.

LANDESK Service Desk Configuration

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When requesting approval, AMS creates a new service request using a template and lifecycle process. The template and process are business-specific, but there are some standard attributes that AMS will supply if present in the request so the approver understands what is being requested. 

Related Links

Policies