You can use scripts to run different administration tools found in Service Manager.

Operating principle

The implementation of administration tools is made up of 2 phases:

• Configure scripts for running each tool.  See Configuring scripts.
• Add and configure a button used to start the wizard for running a script in a form (e.g. Quick Call, Incidents, Actions, Employees, Equipment, Service requests, Investment requests).  See Configuring forms.

When Service Desk technicians click the button, a dialog box will appear enabling them to select one of the scripts configured and run it with the settings required for identifying the current context, e.g. workstation's network identifier or incident recipient.

Example

You want to implement the Execute script wizard in the Equipment form.

Notes

• Scripts must be stored in a shared network folder so that all Service Desk technicians can have access to them.
• As scripts are run outside Service Manager, no log files are generated.
• Scripts can pass arguments in the command line.  See the list of variables.

Caution

• The browser's security settings must authorize the running of unsigned ActiveX controls.

Procedures

How to change security settings on Internet Explorer version 9 and earlier

1. Open Internet Explorer then select the Tools > Internet Options menu.

2. On the Security tab, click Custom Level.

3. Scroll to the following security parameters under ActiveX controls and plug-ins section and select Enable option.

  Note: The parameter may have a different name depending on your version of Internet Explorer.

• Download unsigned ActiveX controls
• Initialize and script ActiveX controls not marked as safe for scripting

4. Click OK.

How to implement scripts linked to an administration tool in a form

1. Create the script file by specifying the commands to be run. Save the file in the shared folder for scripts that was specified in Other Parameters ({ADMIN} Script Directory).

2. Add a button to the form you want.

• Open the form and click  > Edit to switch to edit mode. 
• Add a button and configure it. Link it to the Execute script wizard and select the script you want.

Administration tools

Remote assistance with Microsoft Remote Access

Accessing a user's workstation remotely enables the offsite technical support team to view the user's screen, help solve IT problems and demonstrate how a task should be performed.

Remote assistance is performed in Microsoft Windows Remote Access via the assistance.bat script that passes the workstation's network identifier found in the current Equipment form (@@AM_ASSET.NETWORK_IDENTIFIER@@).

Notes

• You cannot exchange files remotely.
• You can also start remote access manually using an MS DOS command: c:\>msra.exe

Caution

• Remote access should only be given to trusted consultants because they will be able to access all of the files and data on the user's workstation temporarily.

Contents of assistance.bat

Ping command

The ping command (Packet Internet Group) is an MS-DOS command based on the ICMP network protocol which sends packets to check if a remote machine will respond and if it is accessible via the network.
 

You run the command using the ping.bat script that passes the workstation's network identifier found in the current Equipment form (@@AM_ASSET.NETWORK_IDENTIFIER@@).

Examples

• You want to check whether the TCP/IP protocol is working correctly on the workstation where a problem occurred. ping 127.0.0.1

• You want to test the relationship between two network workstations whose IP addresses are 192.168.1.12 and 192.168.1.108:

  1. Open the MS DOS command prompt window and enter the following command line: ping 192.168.1.108

  2. A series of packets is sent to the IP address of the second workstation, 192.168.1.108. 

  • If these packets arrive at their destination, this means that the remote workstation responds with a latency period. 
  • If these packets do not arrive at their destination, this means that the network is incorrectly configured. Messages such as "Destination host unreachable" or "Request timed out" will appear.

• You should check that the Internet connection is working correctly.

  1. Open the MS DOS command prompt window and enter the following command line: ping www.google.fr

  2. If this fails, test the IP address of the Google server.

Notes

• Ping command results may be displayed slightly differently depending on the OS used.
• Ping commands work with IP addresses, not with names. 
• You can also run a ping command manually using an MS DOS command: c:\>ping address_ip

Contents of ping.bat

%1 identifies the variable passed as an argument in the script command line.  See Configuring scripts.

SCCM explorer

You open the SCCM resource explorer in the SCCM Configuration Manager console. It enables you to obtain equipment-related information that is automatically collected by the SCCM discovery tool. For example, the version, last patch installed, major release, revision number, build number, etc. The technical support team requires this information to determine the procedure applicable based on the workstation's OS.

You run the command using the SCCM.bat script that passes the workstation's network identifier found in the current Equipment form (@@AM_ASSET.NETWORK_IDENTIFIER@@).

Notes

• To give access to the Asset Management team, a specific conditional form presentation can be defined to display the [ EXPLORATEUR SCCM ] button.
• You can also run the SCCM explorer using an MS DOS command line and by specifying the resource ID or the name of the workstation.

Contents of SCCM.bat