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WebFront for Service Manager - Deployment Guide

 

Gridpro AB

Rev: 2.10.6390 (System Center 2012) & 3.0.6390 (System Center 2016)

Published: July 2017


 

Prerequisites

WebFront for Service Manager is a web interface for System Center Service Manager. A WebFront installation therefore requires a Microsoft System Center Service Manager installation in the environment to work properly.

 

Server Platform Requirements

  • Minimum Microsoft Windows Server 2008 with Service Pack 2 (x64) English, Microsoft Windows Server 2008 R2 (x64) English, Microsoft Windows Server 2012/2012 R2/2016

    -       Web Server Role must be installed with the below minimum Web Server Role Services installed

 Table.png

  • Microsoft .NET Framework 4.0 Full Installation
  • Microsoft System Center Service Manager Console

 

Client Platform Requirements

  • Browsers
    -    Internet Explorer 7 or later
    -    Mozilla Firefox 3.6 or later
  • Silverlight 5
Important: If you are installing or upgrading WebFront for Service Manager in a Service Manager 2012 environment, please make sure you use a version that is lower than 3.0. If you are on Service Manager 2016, please make sure you use an installer with a higher version number than 3.0. If you have any questions, please contact support@gridprosoftware.com.

Windows Server 2008/2008 R2

Server Configuration

WebFront for Service Manager is a Silverlight application hosted on Internet Information Server 7 server. The following section will describe the minimum Role Services that needs to be installed to enable WebFront to work correctly. On the server that will host WebFront for Service Manager, perform the following steps.

Click Start – All Programs – Administrative Tools – Server Manager

In the right-pane select Roles

WF1.pngClick Add Roles

WF2.pngClick Next

WF3.pngCheck Web Server (IIS) then click Next

WF4.png Click Next

Check minimum required role services according to the below screenshot

WF5.png

Click Add Required Role Services when the below wizard appears

WF6.png

 

Click Next when finished

WF7.pngClick Install

WF8.pngClick Close

Close Server Manager console

 

Microsoft .NET Framework 4 Installation

On the server that will host WebFront for Service Manager, perform the following steps.

Download Microsoft .NET Framework 4 (Link) and save to a temporary location

Run dotNetFx40_Full_x86_x64.exe

WF9.png

Check I have read and accept the license terms, then click Install

WF10.pngClick Finish

 

Windows Server 2012/2012 R2

Server Configuration

The following section will describe the minimum Web Server Role Services that needs to be installed to enable WebFront to work correctly. On the server that will host WebFront for Service Manager, perform the following steps.

Click Start – Server Manager

WF11.pngClick Add Roles and features

WF12.png Click Next

WF13.pngClick Next

WF14.png Click Next

 

WF15.pngCheck Web Server (IIS)

 

WF16.pngClick Add Features in popup, then click Next 

Check minimum required features according to the below screenshot

WF17.png

 Click Add features when the below wizard appears

WF18.png

Click Next when finished

WF19.pngClick Next

Check Role features according to pictures below, then click Next

WF20.pngWF21.pngWF22.pngWF23.png

Click Close

Close Server Manager console

 

Windows Server 2016

Server Configuration

The following section will describe the minimum Web Server Role Services that needs to be installed to enable WebFront to work correctly. On the server that will host WebFront for Service Manager, perform the following steps.

 

Click Start – Server Manager

 Click Add Roles and features

 Click Next

 Click Next

 Click Next

 Check Web Server (IIS)

 Click Add Features in popup, then click Next 

Check minimum required features according to the left screenshot

 Click Add features when the wizard appears

 

Click Next when finished

 Click Next

Check Role features according to pictures below, then click Next

 

Click Close

Close Server Manager console

 

Microsoft Silverlight 5 Installation (Optional)

To be able to verify WebFront functionality using the web browser on the server, Silverlight 5 needs to be installed. This is optional and another computer that has Silverlight 5 installed can be used instead.

Download Silverlight 5 (Link) and save to a temporary location

Run Silverlight.exe

WF24.pngClick Install now

WF25.png Click Close

 

Installation

WebFront for Service Manager can be installed on the same server as the Service Manager Management server role as well as installed on a remote server. This section is a basic step-by-step instruction how to install the WebFront for Service Manager software in both scenarios. The only difference is the Active Directory configuration that needs to be done in the remote server scenario.

WebFront for Service Manager

WebFront for Service Manager Setup checks prerequisites if you get an error during setup please verify that you have fulfilled the prerequisites.

IMPORTANT: Login using a user account that is a member of the local server administrator group and has been assigned the SCSM Administrator role in Service Manager.

Run WebFront for Service Manager vX.X.XXXX.exe

If User Access Control is enabled, click Yes

Click Next

NOTE: If you recieve an error message that states “Unable to retrieve IIS .NET 4 Application Pools…” this is because there are no application pools configured for .NET Framework 4 on the Web server. This is probably caused by that the Web server role was installed after .NET Framework 4 installation and no application pools was created by the .NET Framework 4 setup. These applications pools can be created by repairing .NET Framework 4 installation. Follow the instructions below to correct the problem:

1.     Open Control Panel

2.     Click Uninstall a Program

3.     Select Microsoft .NET Framework 4 Extended

4.     Click Uninstall/Change

5.     Select Repair Microsoft .NET Framework 4 Extended to its orignal state then click Next

6.     Click Finish

7.     Restart WebFront Setup and the error should not reoccur

Read Software License Agreement carefully and if you accept the terms check I accept the terms in the License Agreement, then click Next

Click Next

 

NOTE: Leave the default values if you don’t have any specific requirements

Specify Management Server fully qualified domain name (FQDN) servername, then click Next

Select default language from dropdown list, then click Next

 Click Install

 Click Finish

An additional last step is configuring the URL used by the WebFront Link tasks that allow you to get a direct URL to a Work Item or Configuration Items using a task in WebFront or the Standard Console.

Click Start – All Programs – Microsoft System Center – Service Manager – Service Manager Console

Click Administration tab

In the right pane click Settings

Double-click WebFront Settings in the middle pane

WF34.png

Type the URL to your WebFront site in the WebFront URL field. Then click OK to save the settings

IMPORTANT: URL needs to end with a trailing slash

 

Active Directory Configuration (Only remote installation)

IMPORTANT: This step is only necessary if WebFront is installed on a separate server than the Service Manager Management server. WebFront for Service Manager is performing an impersonation of the actual user when working against the Service Manager Management server. In other words, the user’s credentials are used to access Service Manager. This way the normal security settings in Service Manager are implied in WebFront. So the Service Management service account must be delegated the permission to be able to impersonate in Active Directory. The section below shows a step-by-step instruction how this is accomplished.

On a computer with Active Directory Users and Computers console installed

Open Active Directory Users and Computers console

Find the Computer object for the server hosting WebFront for Service Manager

Right-Click Computer object and select Properties

Click Delegation tab

WF35.png

Select Trust this computer for delegation to specified services only, then select Use any authentication protocol

Click Add…

WF36.pngClick Users or Computers…

WF37.png

Type in the name of the account that your Service Manager server are using for running the System Center Data Access Service service, click Check Names to verify the name and then click OK

WF38.pngNOTE: If you are unsure about the account you can identify it by opening the Services snap-in, and connect to the Service Manager Management server and verify the account in the Log On As column for the System Center Data Access Service. If you are running as Local System you should select the computer account of the WebFront server.

WF39.png

Select Service Type MSOMSdkSvc and click OK

NOTE: If the Available services box is empty your configured service account running the System Center Data Access Service has not enough permission to register its SPN in Active Directory. Please correct the problem and retry this step.

WF40.png Click OK

Close Active Directory Users and Computers console

IMPORTANT: Wait for Active Directory change to replicate to all domain controllers in your domain before proceeding to next step. This can take up to an hour depending on your environment configuration

Restart the server hosting WebFront for Service Manager to apply the delegation changes on the server

License Activation

The section below shows a step-by-step instruction how this is accomplished. It is the same procedure for evaluation activation and commercial registration. When performing a Commercial activation any active evaluation licenses will be automatically removed and replaced by commercial license.

Activation of server with Internet access

Do these steps on the WebFront server

Click All Programs – WebFront for Service Manager – WebFront License Activation

WF41.png

Select I want to activate the software over the Internet, then click Next

WF42.png

Specify Activation Key provided by Gridpro AB, then click Next

WF43.png 

Click Finish

Close WebFront License Activation

Your license has now been activated and WebFront is ready

Activation of server without Internet access

Do these steps on the WebFront server

Click All Programs – WebFront for Service Manager – WebFront License Activation

WF44.png

Select I want to request a license file, then click Next

WF45.png

Specify Activation Key provided by Gridpro AB, then click Next

WF46.png

Click Copy to clipboard and paste the information into a text file. Save the text file for later use. Then click Finish

Send the text file saved earlier as an attachment together with your Company name and Activation Code to support@gridprosoftware.com (you should receive a response within 24 hours).

When you receive a response email containing a license file you can continue to next step.

Click All Programs – WebFront for Service Manager – WebFront License Activation

WF47.png

Select I have a license file I want to install, then click Next

Click Browse and browse to the license file received from Gridpro AB and click Open

WF48.png Click Next

WF49.png Click Finish

Close WebFront License Activation

Your license has now been activated and WebFront is ready

Verify Installation

This step can be made on any client in the domain that fulfills the client prerequisites. If you log on from a server operating system you will always be prompted for credentials

Open your browser

Type in http://<WebFrontServerName>/WebFront in address field and press Enter

NOTE: Variable <WebFrontServerName> should be replaced by the WebFront Server name in your environment

WebFront for Service Manager should now start, and be ready for work.

Common Errors

Symptoms: When you enter WebFront you get similar error message as shown below.

WF50.png  

Solution: Delegation configuration does not work correctly. Please go through the Active Directory Configuration section again and verify your environment.WF51.png

 

Upgrade

This section describes the procedure to upgrade any previous version of WebFront for Service Manager to the latest version.

IMPORTANT: Login using a user account that is a member of the local server administrator group and has been assigned the SCSM Administrator role in Service Manager.

Click Start – All Programs – Administrative Tools – Server Manager

Select Roles in the left-pane

In the right-pane select Add Role Services in the Web Server (IIS) section

WF52.png

Verify if Dynamic Content Compression is checked. If not, check Dynamic Content Compression and then click Next

Click Install

Click Close

Close Server Manager

Run WebFront for Service Manager vX.X.XXXX.exe

If User Access Control is enabled, click Yes

 Click Next

Review configuration data and click Upgrade

Click Finish

To verify that the URL used by the WebFront Link tasks that allow you to get a direct URL to a Work Item or CI using a task in WebFront or the Standard Console is configured.

Click Start – All Programs – Microsoft System Center – Service Manager – Service Manager Console

Click Administration tab

In the right pane click Settings

Double-click WebFront Settings in the middle pane

WF56.png

Verify that the URL to your WebFront site is specified in the WebFront URL field, if not type in the WebFront site. Then click OK to save the settings

After verifying that all form customizations has been properly upgraded the following Management Packs are obsolete and can be deleted.

-       Gridpro.WebFront.ServiceManager.Customization.Configuration

-       Gridpro.WebFront.ServiceManager.Customization.Library

 

IMPORTANT

Management pack Gridpro.WebFront.ServiceManager.Customization.Configuration contains custom form customizations that have been made in WebFront previously. The upgrade should already have migrated these settings, but as an extra precaution please do an export copy of the MP's before deleting them.

 

Remove obsolete Management Packs

If you have upgraded from a previous version of WebFront for Service Manager you should follow the steps below to make sure you clean out obsolete Management Packs.

After verifying that all form customizations have been properly upgraded, if you have any of the the following Management Packs in your environment, these are obsolete and can be deleted.

  • Gridpro.WebFront.ServiceManager.Customization.Configuration
  • Gridpro.WebFront.ServiceManager.Customization.Library

 

IMPORTANT

The management pack Gridpro.WebFront.ServiceManager.Customization.Configuration contains custom form customizations that were created in older versions of WebFront. The upgrade should already have migrated these settings, but as an extra precaution please do an export copy of the MP's before deleting them.

 

 

Operations

Forms Authentication

By default, WebFront for Service Manager uses Windows Authentication, this provides a smooth single-sign-on experience for the WebFront users. WebFront supports an alternative login method called Forms Authentication which will allow you to prompt the user for a login name and password, this can be useful if you want users to be able to login using a different account than the one they are logged into the computer with. Using Forms Authentication also allows users to switch account by clicking a Sign Out button. To change the authentication method to Forms Authentication, follow these steps.

Click Start – Administrative Tools - Internet Information Services (IIS) Manager

Expand <WEBSERVER> - Sites - <WEBSITE> - <WEBFRONTDIR>

Right-Click Authentication and select Open Feature

Make sure Anonymous- and Forms Authentication are the only Enabled and all others are Disabled

Change the Value to the fully qualified domain name for the the new Management Server, then click OK

Close Internet Information Services (IIS) Manager

Go to the WebFront installation directory, typically "C:\inetpub\wwwroot\WebFront"

Open the web.config file

Find the following two sections:

Modify them, so they look like this:

Save and close web.config

Note: Due to directory permissions, you might need to save the file to an alternative location and copy the file back into the directory.

Finished

 

Settings

WebFront settings are stored as web application settings. These settings are configurable after installation using Internet Information Services (IIS) Manager.

Management Server

Start notepad.exe as Administrator

Click FileOpen…

Select %WebFront Installation Dir%\CustomSettings.config and click Open

Typically, "C:\inetpub\wwwroot\WebFront\CustomSettings.config"

To modify which Service Manager Management Server that is used by WebFront for Service Manager, change value of the SMServer setting (underlined in the example below).

<add key="SMServer" value="scsm.contoso.com" />

Click FileSave and then Close Notepad

Finished

 

Set default Language

Start notepad.exe as Administrator

Click FileOpen…

Select %WebFront Installation Dir%\CustomSettings.config and click Open Typically, "C:\inetpub\wwwroot\WebFront\CustomSettings.config"

To modify which language that should be used by default by WebFront for Service Manager, change value of the DefaultUserLanguageCode setting (underlined in the example below).

<add key="DefaultUserLanguageCode" value="ENU" />

Change the Value to the three character code that reflects the language that you want to set as the WebFront default (see below table).

FRA - French

SVE - Swedish

CSY - Czech

PTB - Portuguese

JPN - Japanese

ITA - Italian

DEU  German

HUN - Hungary

ESN - Spanish (Spain)

ELL - Greek

KOR - Korean

DAN - Danish

PTG - Portuguese (Portugal)

CHT - Chinese (Taiwan)

CHS - Chinese (Simplified)

ZHH – Chinese (Kantonese)

ENU - English

NOR - Norwegian

RUS - Russian

FIN - Finnish

PLK - Polish

TRK - Turkish

NLD - Dutch

 

Click FileSave and then Close Notepad

Finished

 

Force Language

Start notepad.exe as Administrator

Click FileOpen…

Select %WebFront Installation Dir%\CustomSettings.config and click Open Typically, "C:\inetpub\wwwroot\WebFront\CustomSettings.config"

To control if a user should be allowed to change to a language other than the default language in WebFront for Service Manager, change value of the DefaultUserLanguageCodeIsMandatory setting (underlined in the example below).

 

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

 

Change the Value to TRUE to enforce the use of Default Language. The end-user will not be able to change language in WebFront. FALSE is the default value.

Click FileSave and then Close Notepad

Finished

 

Configure maximum initial rows returned

Start notepad.exe as Administrator

Click FileOpen…

Select %WebFront Installation Dir%\CustomSettings.config and click Open
Typically, "C:\inetpub\wwwroot\WebFront\CustomSettings.config"

To control the number of rows initially returned by a view in WebFront for Service Manager, change value of the InitialLoadSize setting (underlined in the example below).

 

<add key="InitialLoadSize" value="250" />

 

Do not increase this value before testing it in test enviroment, increasing the value could cause performance issues for end-users.

Click FileSave and then Close Notepad

Finished

 

Automatically Refresh View On Submit

When submitting changes made to an object in a form or using a console task, WebFront does not automatically refresh the selected view. To force WebFront to update the selected view after making changes to a work item or configuration item, follow these steps.

Start notepad.exe as Administrator

Click FileOpen…

Select %WebFront Installation Dir%\CustomSettings.config and click Open
Typically, "C:\inetpub\wwwroot\WebFront\CustomSettings.config"

To enable “auto refresh”, change value of the AutoRefreshViewOnSubmit setting (underlined in the example below) to TRUE. The default value is FALSE.

 

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

Click FileSave and then Close Notepad

Finished

 

Forms Authentication Default Domain Name

When using Forms Authentication, you have the possibility to set a default domain name. This will prepopulate “<domain name>\” in the username textbox so the user only needs to add their username instead of having to type “domain\username”. To do so, follow these steps.

Start notepad.exe as Administrator

Click FileOpen…

Select %WebFront Installation Dir%\CustomSettings.config and click Open
Typically, "C:\inetpub\wwwroot\WebFront\CustomSettings.config"

To set a default domain name, change value of the FormsAuthenticationDefaultDomainName setting (see example below). The default value is empty.

 

<add key="FormsAuthenticationDefaultDomainName" value="" />

Click FileSave and then Close Notepad

Finished

 

Custom Branding

Customer branding functionality in WebFront enables customers to replace parts of the Gridpro branding images with custom company images.

Image requirements

  • PNG format
  • Transparent Background
  • 90 Pixels Maximum Height

Replacing Top Left Image

Rename your PNG image file to: top_left_logo_90.png

Copy top_left_logo_90.png the folder %WebFrontDir%\ClientBin\CustomTheme

Replacing Top Center Image

Rename your PNG image file to: top_center_symbol_90.png

Copy top_center_symbol_90.png the folder %WebFrontDir%\ClientBin\CustomTheme

 

See example below were both images have been rebranded. To hide a logo or symbol copy a blank PNG file.

WF69.png

Deep Links

WebFront contains functionality to spawn new as well as access existing work items using deep links.

New Work Items

Using a link with SpawnType parameter new work item form will open for spawn work item type. This could for example be useful when you want to publish a link on your intranet for registering new Incidents etc.
 

Supported Work Items:

  • Incident
  • Change
  • Problem

Example: http://web1.gridpro.se/WebFront/WebConsole.aspx?SpawnType=Incident

Existing Work Items and Configuration Items

Using a URL containing an Object GUID any work item or configuration item can be accessed directly. This could for example be injected as a property in a Service Manager Notification template e-mail, providing the recipient direct access to a work item or configuration item through the web browser. To inject Object GUID into the notification template use $Context/?$Id$? .

Example: http://web1.gridpro.se/WebFront/WebConsole.aspx?InternalId={cd53de22-d49b-a3fd-01fd-1fc049c37daa}

WebFront Link

To simplify retrieving the deep link for a work item or configuration item, a console task is included in the WebFront Management Pack (see picture below). The console task can be used to open a browser window showing the currently selected item in WebFront.

WF70.png

Form Customizations

Please see WebFront Authoring Guide.

Enabling Elevated Trust

By configuring elevated trust for WebFront for Service Manager you enable the follwing features:

  • Allow WebFront to directly open File Attachments instead of the standard behavior that files need to be saved locally before opened
  • Allow WebFront to show and execute console tasks that have been created through the standard console (Library > Tasks)

To enable these, two modifications need to be made on the end-user clients:

  • The DWORD registry key AllowElevatedTrustAppsInBrowser needs to be set to 1
    (HKLM\Software\ Wow6432Node\Microsoft\Silverlight and HKLM\Software\Microsoft\Silverlight for 64-bit clients)
  • Gridpro AB certificate needs to be added to Trusted Publishers folder in the local machine certificate store

This can be done manually or distributed as software package. Another option is to apply the setting through Active Directory Group policy, and that is what is described below in a Windows Active Directory environment. If you are using one of the two first alternatives, you can follow the steps 1 to 7 to extract the certificate file.

Right-Click WebFront for Service Manager vX.X.XXXX.exe and select Properties

WF71.png

Click Digital Signatures Tab, then select Gridpro AB

Then click Details

WF72.pngClick View Certificate

Click Details Tab and then click Copy to File…

WF73.png

Select DER encoded binary x.509 (.CER) then click Next

WF74.png

Type a temporary path and filename for exported certificate (you will need this file later)

Click Next

Click Finish

Click OK

Extract %DRIVE%\Inetpub\wwwroot\WebFront\Bin\Gridpro_GPO_Templates.zip to a temporary location

Copy GridproApplicationSettings.admx and folder en-US to your Group Policy Central Store (\\%FQDN%\SYSVOL\%FQDN%\policies\PolicyDefinitions)

Open Group Policy Management Editor

Create a new Group Policy or edit an existing Group Policy that is applied on the clients.

WF75.png

Expand Computer Configuration – Policies – Administrative Templates – Silverlight Settings

Depending on the target clients double-click AllowElevatedTrustAppsInBrowser or AllowElevatedTrustAppsInBrowser_x64 (You can repeat step 14-15 for both if you have a mixed environment)

WF76.png Select Enabled and click OK

WF77.png 

Expand Computer Configuration – Policies – Windows Settings – Security Settings – Public Key Policies –Trusted Publishers

Right-click Trusted Publishers node and select Import…

Click Next

WF78.png

Type in the path to the exported certificate exported in step 6

Then click Next

WF79.png

Verify that Trusted Publisher is selected as Certificate Store

Then click Next

WF80.png Click Finish

Close Group Policy Management Editor

Verify that the settings is applied by opening WebFront from the client.

WF81.png Click About

Verify that Has elevated permission is set to True

 

CTI for Service Manager (Add-on)

CTI for Service Manager enables Service Manager Integration with Lync (or Skype for Business) as well as generic switchboards that have client software that is capable of executing a command line with input parameters such as phone number or sip.

This document will only describe the process of configuring the Lync/Skype integration. If you want to configure it for your generic switchboard, please contact our support (support@gridprosoftware.com) and we will assist you with the process.

Getting Started with Lync/Skype Integration

Prerequisites

  •  Lync 2013 Client/Skype for Business 2015 Client or later
  • Phone number populated in CMDB to be able to match incoming call with user in CMDB
  • SIP or Email populated in CMDB to match incoming IM session in Lync with user in CMD

Configure Server CTI Settings

Click Start – All Programs – Microsoft System Center – Service Manager – Service Manager Console

Click Administration tab

In the right pane click Settings, Double-click WebFront Settings in the middle pane

In the CTI section please configure the following:

WF83.png

  • In the WebFront Work Item Link Url field replace ServerName with your WebFront server name
  • In the Self-Service Portal Item Link Url field replace ServerName with your SCSM Self-Service portal server name

Click OK

 

Configure Client CTI Settings

Applying the settings on the Lync clients to enable the embedded experience requires registry settings to be applied to the HKEY_CURRENT_USER part of the registry.

On a server or client with Service Manager console installed

For Lync 2010 - Save the following text in a file with .reg extension

Windows Registry Editor Version 5.00

[HKEY_CURRENT_USER\Software\Microsoft\Communicator\ContextPackages\{AFCFD912-E1B7-4CB4-92EE-174D5E7A35DD}]
"Name"="CTI for Service Manager"
"ExtensibilityWindowSize"=dword:00000000

"ExtensibilityApplicationType"=dword:00000001

"InternalURL"="http://<server>/WebFront/CTI.aspx"

"ExternalURL"="http://<server>/WebFront/CTI.aspx"

"ExtensibleMenu"="MainWindowActions;MainWindowRightClick;ConversationWindowActions;ConversationWindowRightClick;ContactCardMenu"

[HKEY_CURRENT_USER\Software\Microsoft\Office\Lync\Security\Trusted Sites\<server>]

"http"=dword:00000001

"https"=dword:00000001

Replace all occurrences of <server> with the name of the WebFront server

For Lync/Skype 2013 or later (64-bit) - Save the following text in a file with .reg extension

Windows Registry Editor Version 5.00

[HKEY_CURRENT_USER\Software\Microsoft\Office\<version>\Lync\Addins\{AFCFD912-E1B7-4CB4-92EE-174D5E7A35DD}]
"Name"="CTI for Service Manager"
"ExtensibilityWindowSize"=dword:00000000

"ExtensibilityApplicationType"=dword:00000001

"InternalURL"="http://<server>/WebFront/CTI.aspx"

"ExternalURL"="http://<server>/WebFront/CTI.aspx"

"ExtensibleMenu"="MainWindowActions;MainWindowRightClick;ConversationWindowActions;ConversationWindowRightClick;ContactCardMenu"

[HKEY_CURRENT_USER\Software\Microsoft\Office\Lync\Security\Trusted Sites\<server>]

"http"=dword:00000001

"https"=dword:00000001

Replace all occurrences of <server> with the name of the WebFront server and <version> with the corresponding Lync/Skype version.

2013 = 15.0

2016 = 16.0

For Lync /Skype 2013 or later (32-bit) - Save the following text in a file with .reg extension

Windows Registry Editor Version 5.00

[HKEY_CURRENT_USER\Software\Wow6432Node\Microsoft\Office\<version>\Lync\Addins\{AFCFD912-E1B7-4CB4-92EE-174D5E7A35DD}]
"Name"="CTI for Service Manager"
"ExtensibilityWindowSize"=dword:00000000

"ExtensibilityApplicationType"=dword:00000001

"InternalURL"="http://<server>/WebFront/CTI.aspx"

"ExternalURL"="http://<server>/WebFront/CTI.aspx"

"ExtensibleMenu"="MainWindowActions;MainWindowRightClick;ConversationWindowActions;ConversationWindowRightClick;ContactCardMenu"

[HKEY_CURRENT_USER\Software\Wow6432Node\Microsoft\Office\Lync\Security\Trusted Sites\<server>]

"http"=dword:00000001

"https"=dword:00000001

Replace all occurrences of <server> with the name of the WebFront server and <version> with the corresponding Lync/Skype version.

2013 = 15.0

2016 = 16.0

Save the file

Import the registry file by clicking on it on all computers with Lync/Skype client installed that should have the integration enabled

 

Open a contact in Lync and click "" then CTI for Service Manager to open the form and verify the functionality (see below)

cti.png

 

Getting started with Command line integration

If you are not using Lync or Skype for Business and are looking to integrate a different call center application, you can absolutely do so using the command line integration option.

Prerequisites

  • Call center agent application is able to execute a command line on an incoming call
  • Call center agent application is able to pass the telephone number of the calling user as an argument in the command line being executed
  • Phone number needs to be populated in CMDB to be able to match incoming call with user in CMDB

To enable computer telephony integration using command lines you need to configure the call center agent application to execute a command line as below.

Command line example

http://<webfrontServer>/webfront/CTI.aspx?PhoneNumber=%phoneNumber%

In the example above "<webFrontServer>" needs to be replaced with the name of your WebFront server or DNS alias. The "%phoneNumber%" needs to be modified differently based on which call center agent application you are using. Different products use different argument syntaxes.

When you have successfully configured the command line a browser window will open when the agent receives an incoming call. The URL of the browser window will contain the phone number which is passed to WebFront for processing.

Search options

By default, WebFront prepends a wildcard to the phone number when trying to locate a matching user in the CMDB of Service Manager. This means that if the phone number is e.g. a four-digit internal number you might end up matching too many users. As an example:

User A – Mobile number: “0702007722”

User B – Phone number: “7722”

When "User B" calls WebFront will find both User A and User B if you do not configure the command line to use exact match. To use exact match, you need to add "^" before the actual number argument.

For exact match, add “^”

http://<webfrontServer>/webfront/CTI.aspx?PhoneNumber=^%phoneNumber%

 

Special characters considerations

If the call center application forwards a number starting with a plus sign "+" this will be removed based on processing rules of a URL. Consider the users below when the following phone number is passed to WebFront: "+0702007722"

User A – Mobile number: "+0702007722"

User B – Phone number: "0702007722"

WebFront will find both user A and B (defined above) if the command line hasn’t been built to use exact match (as described in the Search Options section). On the other hand, if the command line has been built to use exact match WebFront will only find user B since the plus sign is removed by the URL processing in web browsers and therefore isn’t passed to WebFront. If your user objects in the CMDB has phone numbers registered with plus signs (or other special characters) and you want to do an exact match you will need to pre-process the phone number and replace the special character with its hexadecimal representation as described here: https://technet.microsoft.com/en-us/library/aa226544(v=sql.80).aspx.

Example of exact match on phone number starting with a plus sign

http://<webfrontServer>/webfront/CTI.aspx?PhoneNumber=^%2B0702007722

Note: The command line above is showing a resulting command line where the argument sent by the call center application is "%2B0702007722". This mean the call center application has already replaced the plus sign with "%2B", which is the way it needs to be implemented for this to work.

 

Applying template based on argument

By default, no template is applied upfront when the CTI application is initialized unless a Default Template has been selected in the Settings tab. If you want to you can choose to pass a template id as an argument, this will initialize the CTI form using the specified template. Note, passing a template id as an argument will override the default template setting.

Using the template argument can be useful if your system is able to pre-qualify the call and pass different arguments based on the subject of the call.

Example of template id as an argument:

http://<webfrontServer>/webfront/CTI.aspx?templateid=4cf10508-c474-94fd-55df-28cb7a6f3fb3

Note: It is the internal id of the template that you need to pass. This can be located using the Service Manager PowerShell Module.

 

Integration: Provance Asset Management

WebFront for Service Manager allows you to view information about Hardware Assets related to an Incident if you are using Provance Asset Management. To enable this, you need to have the Provance Asset Management 3.0 (or later) installed and import an integration pack that comes with WebFront for Service Manager. If the integration pack has not been imported, you will see the following dialog.

provance.png

To import the integration pack for Provance Asset Management, follow the steps below.

On a server or client with Service Manager console installed.

Click Start – All Programs – Microsoft System Center – Service Manager – Service Manager Console

Click Administration tab

Select Management Packs

Click Import

Browse and select the following management pack:
"C:\inetpub\wwwroot\WebFront\Bin\Gridpro.WebFront.IP.ProvanceAsset.Library.mpb"
Note: The path might differ if you have chosen to install WebFront beneath another WebSite

Click Open

Click Import

Click OK to close the dialog

After importing the integration pack it is possible to use the console task called “View Related Hardware Assets” to view the asset information.
 

Uninstallation

Software

Uninstalling WebFront is done by using the control panel applet.

On a server that has WebFront for Service Manager software installed

Click Start – Control Panel

Click Uninstall a program

Right-click WebFront for Service Manager and select Uninstall

Click Yes

Click Yes, on User Access Control popup question

Uninstallation completed

Management Packs

On a server or client with Service Manager console installed

IMPORTANT

Management pack Gridpro.WebFront.ServiceManager.Presentation.Library contains the data model used to represent WebFront form customizations in the Service Manager database. After deleting this management pack your form customizations will be lost.

Click Start – All Programs – Microsoft System Center – Service Manager – Service Manager Console

Click Administration tab

Select Management Packs

In center-pane select Gridpro.WebFront.ServiceManager.Library

Select Delete in right-pane

WF86.png Click Yes

In center-pane select Gridpro.WebFront.ServiceManager.Presentation.Library

Select Delete in right-pane

WF87.png Click Yes

In center-pane select
Gridpro WebFront ServiceManager IP ProvanceAsset Library

Select Delete in right-pane

WF87.png Click Yes

Management Packs removal completed

 

 

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