ZSD Customization Cookbook

  • 7025033
  • 10-Mar-2021
  • 16-Aug-2021

Environment

Service Desk 8.x

Situation

This is a cumulative TID directing to various configurations and settings for ZENworks Service Desk.
This document is not all inclusive.
If you cannot find your configuration setting or scenario here, please continue to refer to the documentation and search the knowledge base.

Important:
   Take a backup/snapshot of the files, system and database before any customization is done.
   Record what customization was done in the Corporate ZSD Documentation.
   Some File modifications may not carry forward for the subsequent Side-by-Side upgrades.
   Referenced Documentation in Additional Information.

Resolution

See other reference materials in Additional Information section below
Any customizations should be backed up and tested outside of production before implemented.
Document these on your system, new upgrades may set some settings back to default.


System Configuration Options
TID 7025034 - System Logging Customization - modify default system logging (change the size/quantity of archives).
ZSD Readme Documentation - Enabling the Old Portal View/Features (Newer features are not enabled in old view).
TID 7025036 - ZENworks Integration (or AMIE) process when Integrated Database moved to another platform
TID 7025035 - LDAP User Source Move Process
TID 7025040 - AMIE Import Fails when connecting to ZENworks MSSQL database
TID 7025038 - VMware Workstation Support Dropped in ZSD v8.2
TID 7025039 - Migrating to supported Database
TID 7025037 - ZSD Chat Functionality - upcoming in ZSD v8.3
TID 7012230 - Service Desk Session Timeout (if modified, verify values are the same with Tomcat)
Community Blog - ZSD in your Preferred Language
ZSD v8.2.x Readme - Enabling the Old User Portal
ZSD v8.2.1 In the New Technician Portal - Hide these Redirected Pages (that are now combined in the Requests Tab)
  • Home > My Tasks
  • Operations > Service Requests
  • Operations > Incidents
  • Change > Change Requests
Go to [Setup] > Setup > Privileges > System (tab)
Hide Old Pages = Yes
Branding & UI Settings
7025044 Customizing the Portal Logins - Branding, Colors, Text, Typsets
7025043 Customizing the Customer EUP Top Menu Bar
7016560 Modify the Request Ticket Description Size

Scenario Settings
7025045 Propose Button to be Present in Notes
7025046 Tech On Vacation - Route Tickets to Supervisor
7025047 Closing the Email Loop
7025049 Automatically Create Tickets for Tasks on a Recurring Schedule
Setting default Tab when Customers login
[Setup] > Setup > Privileges > Customer (tab)
Default Tab = <ChooseFromDropdown>

Troubleshooting/Utilities
7024768 ZENworks PostgreSQL database - Tips & Utilities
7024356 How to gather Thread and Heap Dumps 
Debug Logging - TID 7017045

Additional Information

Important:
   Take a backup/snapshot of the files, system and database before any customization is done.
   Record what customization was done in the Corporate ZSD Documentation.
   Some File modifications may not carry forward for the subsequent upgrade.
   Referenced Documentation in Additional Information.



Other References
Micro Focus ZENworks Service Desk v8.x Cookbook (TID 7023510)
Micro Focus ZENworks Service Desk v7.x Cookbook (TID 7021281)

ZENworks Service Desk - Micro Focus Support and Training Channel