Gridpro AB
Rev: 2.10.7509 (SCSM 2012 versions) & 3.0.7509 (SCSM 2016 & later)
Published: August 2020
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 2012
- Microsoft System Center 2012 Service Manager Console or later
- Web Server Role must be installed with the below minimum Web Server Role Services installed
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Web Server Role Services |
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Common HTTP Features Static Content Default Document Directory Browsing HTTP Errors
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Application Development ASP.NET 4.7* .NET Extensibility 4.7* ISAPI Extensions ISAPI Filters |
Health and Diagnostics HTTP Logging Request Monitor |
Security Windows Authentication Request Filtering
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Performance Static Content Compression Dynamic Content Compression
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Management Tools IIS Management Console IIS 6 Management Compatibility IIS 6 Metabase Compatibility
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Features |
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.NET Framework 4.7 Features* |
ASP.NET 4.7* |
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* Version 4.5 on Windows Server 2012; Version 4.6 on Windows Server 2016; Version 4.7 on Windows Server 2019
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 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 or later, 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
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.
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Click Start – Server Manager |
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Click Next when finished |
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Check Role features according to pictures below, then click Next
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Click Close |
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Close Server Manager console |
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
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.
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Download Silverlight 5 (Link) and save to a temporary location |
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Run Silverlight.exe |
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Click Install now
Click Close
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.
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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. |
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Run WebFront for Service Manager vX.X.XXXX.exe |
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If User Access Control is enabled, click Yes |
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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 |
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Read Software License Agreement carefully and if you accept the terms check I accept the terms in the License Agreement, then click Next |
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NOTE: Leave the default values if you don’t have any specific requirements |
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Specify Management Server fully qualified domain name (FQDN) servername, then click Next |
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Select default language from dropdown list, then click Next |
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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. |
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Click Start – All Programs – Microsoft System Center – Service Manager – Service Manager Console |
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Click Administration tab |
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In the right pane click Settings |
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Double-click WebFront Settings in the middle pane |
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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 |
Click Next
Click Next
Click Install
Click Finish
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.
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On a computer with Active Directory Users and Computers console installed |
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Open Active Directory Users and Computers console |
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Find the Computer object for the server hosting WebFront for Service Manager |
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Right-Click Computer object and select Properties |
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Click Delegation tab |
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Select Trust this computer for delegation to specified services only, then select Use any authentication protocol |
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Click Add… |
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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
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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. |
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Close Active Directory Users and Computers console |
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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 |
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Restart the server hosting WebFront for Service Manager to apply the delegation changes on the server |
Click Users or Computers…
Click OKLicense 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
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Do these steps on the WebFront server |
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Click All Programs – WebFront for Service Manager – WebFront License Activation |
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Select I want to activate the software over the Internet, then click Next |
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Specify Activation Key provided by Gridpro AB, then click Next |
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Click Finish |
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Close WebFront License Activation |
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Your license has now been activated and WebFront is ready |
Activation of server without Internet access
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Do these steps on the WebFront server |
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Click All Programs – WebFront for Service Manager – WebFront License Activation |
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Select I want to request a license file, then click Next |
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Specify Activation Key provided by Gridpro AB, then click Next |
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Click Copy to clipboard and paste the information into a text file. Save the text file for later use. Then click Finish |
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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). |
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When you receive a response email containing a license file you can continue to next step. |
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Click All Programs – WebFront for Service Manager – WebFront License Activation |
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Select I have a license file I want to install, then click Next |
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Click Browse and browse to the license file received from Gridpro AB and click Open |
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Close WebFront License Activation |
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Your license has now been activated and WebFront is ready |
Click Next
Click FinishVerify Installation
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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 |
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Open your browser |
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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 |
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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.
Solution: Delegation configuration does not work correctly. Please go through the Active Directory Configuration section again and verify your environment. |
This section describes the procedure to upgrade any previous version of WebFront for Service Manager to the latest version.
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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. |
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Click Start – All Programs – Administrative Tools – Server Manager |
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Select Roles in the left-pane |
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In the right-pane select Add Role Services in the Web Server (IIS) section |
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Verify if Dynamic Content Compression is checked. If not, check Dynamic Content Compression and then click Next |
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Click Install |
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Click Close |
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Close Server Manager |
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Run WebFront for Service Manager vX.X.XXXX.exe |
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If User Access Control is enabled, click Yes |
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Review configuration data and click Upgrade |
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Click Finish |
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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. |
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Click Start – All Programs – Microsoft System Center – Service Manager – Service Manager Console |
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Click Administration tab |
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In the right pane click Settings |
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Double-click WebFront Settings in the middle pane |
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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 |
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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. |
Click Next
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.
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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.
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.
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Click Start – Administrative Tools - Internet Information Services (IIS) Manager |
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Expand <WEBSERVER> - Sites - <WEBSITE> - <WEBFRONTDIR> |
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Right-Click Authentication and select Open Feature
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Make sure Anonymous- and Forms Authentication are the only Enabled and all others are Disabled
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Change the Value to the fully qualified domain name for the the new Management Server, then click OK
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Close Internet Information Services (IIS) Manager |
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Go to the WebFront installation directory, typically "C:\inetpub\wwwroot\WebFront" |
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Open the web.config file |
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Find the following two sections:
Modify them, so they look like this:
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Save and close web.config |
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Finished |
Settings
WebFront settings are stored as web application settings. These settings are configurable after installation using Internet Information Services (IIS) Manager.
Management Server
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Start notepad.exe as Administrator |
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Click File – Open… |
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Select %WebFront Installation Dir%\CustomSettings.config and click Open Typically, "C:\inetpub\wwwroot\WebFront\CustomSettings.config" |
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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" /> |
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Click File – Save and then Close Notepad |
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Finished |
Set default Language
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Start notepad.exe as Administrator |
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Click File – Open… |
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Select %WebFront Installation Dir%\CustomSettings.config and click Open Typically, "C:\inetpub\wwwroot\WebFront\CustomSettings.config" |
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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).
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Click File – Save and then Close Notepad |
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Finished |
Force Language
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Start notepad.exe as Administrator |
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Click File – Open… |
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Select %WebFront Installation Dir%\CustomSettings.config and click Open Typically, "C:\inetpub\wwwroot\WebFront\CustomSettings.config" |
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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. |
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Click File – Save and then Close Notepad |
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Finished |
Configure maximum initial rows returned
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Start notepad.exe as Administrator |
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Click File – Open… |
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Select %WebFront Installation Dir%\CustomSettings.config and click Open |
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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. |
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Click File – Save and then Close Notepad |
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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.
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Start notepad.exe as Administrator |
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Click File – Open… |
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Select %WebFront Installation Dir%\CustomSettings.config and click Open |
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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" /> |
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Click File – Save and then Close Notepad |
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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.
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Start notepad.exe as Administrator |
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Click File – Open… |
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Select %WebFront Installation Dir%\CustomSettings.config and click Open |
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To set a default domain name, change value of the FormsAuthenticationDefaultDomainName setting (see example below). The default value is empty.
<add key="FormsAuthenticationDefaultDomainName" value="" /> |
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Click File – Save and then Close Notepad |
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Finished |
Custom Branding
Customer branding functionality in WebFront enables customers to replace parts of the Gridpro branding images with custom company images.
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Image requirements
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Replacing Top Left Image |
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Rename your PNG image file to: top_left_logo_90.png |
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Copy top_left_logo_90.png the folder %WebFrontDir%\ClientBin\CustomTheme |
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Replacing Top Center Image |
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Rename your PNG image file to: top_center_symbol_90.png |
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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.
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.
Form Customizations
Please see WebFront Authoring Guide.
Enabling Elevated Trust
By configuring elevated trust for WebFront for Service Manager you enable the follwing features:
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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.
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Right-Click WebFront for Service Manager vX.X.XXXX.exe and select Properties |
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Click Digital Signatures Tab, then select Gridpro AB Then click Details |
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Click Details Tab and then click Copy to File… |
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Select DER encoded binary x.509 (.CER) then click Next |
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Type a temporary path and filename for exported certificate (you will need this file later) Click Next |
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Click Finish |
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Click OK |
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Extract %DRIVE%\Inetpub\wwwroot\WebFront\Bin\Gridpro_GPO_Templates.zip to a temporary location |
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Copy GridproApplicationSettings.admx and folder en-US to your Group Policy Central Store (\\%FQDN%\SYSVOL\%FQDN%\policies\PolicyDefinitions) |
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Open Group Policy Management Editor |
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Create a new Group Policy or edit an existing Group Policy that is applied on the clients. |
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Expand Computer Configuration – Policies – Administrative Templates – Silverlight Settings |
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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) |
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Expand Computer Configuration – Policies – Windows Settings – Security Settings – Public Key Policies –Trusted Publishers |
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Right-click Trusted Publishers node and select Import… |
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Click Next |
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Type in the path to the exported certificate exported in step 6 Then click Next |
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Verify that Trusted Publisher is selected as Certificate Store Then click Next |
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Close Group Policy Management Editor |
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Verify that the settings is applied by opening WebFront from the client. |
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Verify that Has elevated permission is set to True |
Click View Certificate
Select Enabled and click OK
Click Finish
Click About
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
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Click Start – All Programs – Microsoft System Center – Service Manager – Service Manager Console |
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Click Administration tab |
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In the right pane click Settings, Double-click WebFront Settings in the middle pane |
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In the CTI section please configure the following:
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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.
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On a server or client with Service Manager console installed |
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For Lync 2010 - Save the following text in a file with .reg extension |
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Windows Registry Editor Version 5.00 [HKEY_CURRENT_USER\Software\Microsoft\Communicator\ContextPackages\{AFCFD912-E1B7-4CB4-92EE-174D5E7A35DD}] "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 |
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Replace all occurrences of <server> with the name of the WebFront server |
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For Lync/Skype 2013 or later (64-bit) - Save the following text in a file with .reg extension |
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Windows Registry Editor Version 5.00 [HKEY_CURRENT_USER\Software\Microsoft\Office\<version>\Lync\Addins\{AFCFD912-E1B7-4CB4-92EE-174D5E7A35DD}] "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 |
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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 |
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For Lync /Skype 2013 or later (32-bit) - Save the following text in a file with .reg extension |
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Windows Registry Editor Version 5.00 [HKEY_CURRENT_USER\Software\Wow6432Node\Microsoft\Office\<version>\Lync\Addins\{AFCFD912-E1B7-4CB4-92EE-174D5E7A35DD}] "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 |
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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 |
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Save the file |
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Import the registry file by clicking on it on all computers with Lync/Skype client installed that should have the integration enabled |
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Open a contact in Lync and click "…" then CTI for Service Manager to open the form and verify the functionality (see below)
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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.
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Command line example |
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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.
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For exact match, add “^” |
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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.
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Example of exact match on phone number starting with a plus sign |
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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.
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Example of template id as an argument: |
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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.
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.
To import the integration pack for Provance Asset Management, follow the steps below.
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On a server or client with Service Manager console installed. |
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Click Start – All Programs – Microsoft System Center – Service Manager – Service Manager Console |
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Click Administration tab |
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Select Management Packs |
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Click Import |
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Browse and select the following management pack: |
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Click Open |
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Click Import |
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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.
Software
Uninstalling WebFront is done by using the control panel applet.
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On a server that has WebFront for Service Manager software installed |
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Click Start – Control Panel |
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Click Uninstall a program |
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Right-click WebFront for Service Manager and select Uninstall |
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Click Yes |
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Click Yes, on User Access Control popup question |
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Uninstallation completed |
Management Packs
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On a server or client with Service Manager console installed |
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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. |
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Click Start – All Programs – Microsoft System Center – Service Manager – Service Manager Console |
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Click Administration tab |
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Select Management Packs |
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In center-pane select Gridpro.WebFront.ServiceManager.Library |
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Select Delete in right-pane |
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In center-pane select Gridpro.WebFront.ServiceManager.Presentation.Library |
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Select Delete in right-pane |
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|
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In center-pane select |
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Select Delete in right-pane |
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|
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Management Packs removal completed |
Click Yes
Click Yes
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