Browse by Tags - ZENworks Tips - OpenText ZENworks Suite

Customer Story: SH Power

Caroline Oest

With the Swiss utilities industry in flux, SH POWER had to ensure it can keep pace with change— making it more important than ever that employees can share business data with each other quickly and easily. How could SH POWER ensure that increasing convenience…
- 4 months ago
- OpenText ZENworks Suite
- ZENworks Tips
Knowledge Document: ZSD Internal Certificate Authority Alternative Name

Caroline Oest

Products ZENworks Service Desk (ZSD) (Novell Service Desk (NSD)) Environment ZSD (not related to versions) Situation Replacing ZSD with an internal CA (Certificate Authority) that is self signed and trusted. Failing NET::ERR_CERT_AUTHORITY_INVALID…
- 5 months ago
- OpenText ZENworks Suite
- ZENworks Tips
Knowledge Document: Adding new ZENworks 23.4 Appliance Server to an existing Management Zone fails

Caroline Oest

Adding a new ZENworks 23.4 Appliance Server to an existing Management Zone fails if using an account other than the default ZENworks Administrator Environment ZENworks 23.4 Situation When attempting to add ZENworks Primary (Appliance…
- 5 months ago
- OpenText ZENworks Suite
- ZENworks Tips
ZENcast Live! ZSD Portal Management

Caroline Oest

Join us today while we explore how to manage the different ZSD Portals... from Appliance Console and Portal, through the Public, Technician, Customer and ZSD Administration Portals
- 5 months ago
- OpenText ZENworks Suite
- ZENworks Tips
Knowledge Document: Weak Server Cipher ZSD Appliance

Caroline Oest

Rating of the cipher gives a B rating on the ZSD Appliance. This appears to be a problem with a weak server cipher, TLS_RSA_WITH_AES_128_GCM_SHA256. However, it is reported for platform combinations that are rarely used nowadays, such as IE11/Win7, IE11…
- 6 months ago
- OpenText ZENworks Suite
- ZENworks Tips
Customer Story: Milano Serravalle - Milano Tangenziali S.p.A. Centre

Caroline Oest

With OpenText Service Desk, the travel and transportation company now offers faster, more targeted technical assistance, and better compliance with strict internal service level agreements. The software that was developed internally was not able to…
- 6 months ago
- OpenText ZENworks Suite
- ZENworks Tips
Knowledge Document: Reset KBA Owner

Caroline Oest

This article discusses resetting the KBA Owner when the current owner is no longer in the role to manage the KBA. Environment All ZENworks Service Desk versions Situation KBA Owner is no longer in the same role or with the company…
- 6 months ago
- OpenText ZENworks Suite
- ZENworks Tips
Video: Explore the new ZSD v24.2 and ways to brand the portals

Caroline Oest

We will be upgrading to ZSD v24.2 and viewing what's new, along with the branding options for the portals to customize according to your company policies.
- 7 months ago
- OpenText ZENworks Suite
- ZENworks Tips
Knowledge Document: ZSD Email ID & Secret Renewal

Caroline Oest

What is the process for updating the email configuration for the AzureAd ClientID or Secret expires? Products ZENworks Service Desk (ZSD) (Novell Service Desk (NSD)) Environment ZSD v23.3 and later …
- 7 months ago
- OpenText ZENworks Suite
- ZENworks Tips
Knowledge Document: Create Custom Widgets in Dashboard

Caroline Oest

This document will explain the way to create a custom widget in the Technicians HOME Dashboard based off the Request List saved filters. This may be useful if there is a custom field that is being tracked also. Products ZENworks…
- 7 months ago
- OpenText ZENworks Suite
- ZENworks Tips
Knowledge Document: The Request process for SLA recalculation

Caroline Oest

This document will discuss the process a request goes through to recalculate the SLA requirement limits. Products ZENworks Service Desk (ZSD) (Novell Service Desk (NSD)) Environment ZENworks Service Desk…
- 7 months ago
- OpenText ZENworks Suite
- ZENworks Tips
Video: ZENworks Service Desk Service Desk v24.2 Upgrade Demonstration Tutorial

Caroline Oest

Watch this ZSD upgrade demonstration to quickly upgrade to ZSD v24.2 through the Online Updates Channel. Get some enhancements on SAML SSO, Request Groups, Bulk editing capabilities and improved ability to configure ZSD feature privileges.
- 7 months ago
- OpenText ZENworks Suite
- ZENworks Tips
Video: ZENworks Service Desk v24.2 Features and Enhancements

Caroline Oest

View the latest features in ZENworks Service Desk v24.2 product enhancements with a demonstration of each new feature for this release.
- 7 months ago
- OpenText ZENworks Suite
- ZENworks Tips
Knowledge Document: AzureAD Email Configuration using Tokens

Caroline Oest

ZSD Email configuration using AzureAD Tokens is Failing "Urgent - An error occurred while getting the tokens from the authorization server. State information is either not received or is invalid. Verify Connection details and try again. …
- 7 months ago
- OpenText ZENworks Suite
- ZENworks Tips
Knowledge Document: Appliance Console Login Screen Modification

Caroline Oest

This document will discuss modification to the Appliance console login screen. Products ZENworks Service Desk (ZSD) (Novell Service Desk (NSD)),ZENworks Configuration Management (ZCM) Environment ZSD Appliance…
- 7 months ago
- OpenText ZENworks Suite
- ZENworks Tips
Knowledge Document: ZENworks Service Desk v24.2 upgrade Cookbook

Caroline Oest

Upgrading to ZSD v24.2 is simple and quick. ZSD v24.2 upgrade is dependent on the ZSD appliance system to be on ZSD v24.1. If the appliance is not at version 24.1, refer to the documentation or ZSD Customization Cookbook TID KM000002551 for earlier releases…
- 7 months ago
- OpenText ZENworks Suite
- ZENworks Tips
Video: ZENworks Service Desk Best Practices & Privileges

Caroline Oest

Guest Oliver Vorm Walde is presenting the privileges pertaining to ZENworks Service Desk and what to expect when modifying the configuration.
- 8 months ago
- OpenText ZENworks Suite
- ZENworks Tips
Knowledge Document: Request Groups Explained

Caroline Oest

ZSD has the ability to Group Service Requests and Incident Requests. This document will explain the prioritization of those Groups and Requests. Environment ZSD 8.2.x and above Situation Grouping Requests can be helpful to bulk close or bulk change…
- 8 months ago
- OpenText ZENworks Suite
- ZENworks Tips
Knowledge Document: Creating KBA from a Request

Caroline Oest

Environment ZSD v8.2.x and higher Situation How to Create a KBA from a Request Cause Fixing an issue and recording the process in a Note gives the technician the ability to create a KBA article from that Note to be edited for final publishing in the ZSD…
- 8 months ago
- OpenText ZENworks Suite
- ZENworks Tips
Knowledge Document: Converting ZSD Ticket between Service Requests and Incident Requests

Caroline Oest

Environment This is works in all versions of ZSD Situation What are the requirements for converting requests between Service and Incident Types? Resolution There are only 2 types of Request conversions. Incident Request to Service Request Conditions…
- 8 months ago
- OpenText ZENworks Suite
- ZENworks Tips
Knowledge Document: Set Customer Default Date/Style Review

Caroline Oest

Environment ZSD v8.3.x and above in the new Customer Portal Situations Tech Portal: Home --> My Account Admin Portal: My Account The dates displayed in the customers ' Requests' tab are in US format and not UK Default Date Format for Customer (Example…
- 8 months ago
- OpenText ZENworks Suite
- ZENworks Tips
Knowledge Document: Item Lifecycle States

Caroline Oest

ZENworks Service Desk Items have various lifecycle status's that can trigger outages, alerts or availability to create tickets. These Items are in the CONFIGURATION settings of ZSD configured under Categories. This allows each Item have different Status…
- 8 months ago
- OpenText ZENworks Suite
- ZENworks Tips
Knowledge Document: Configure ZSD for Customer Timezone Use

Caroline Oest

Environment ZENworks Service Desk v8.3.x, 23.x and higher Situation Configuring the ZSD system for Users to be using their own time zone in the requests and SLA calculations. Example: ZSD System in London, UK The customer is located in Wales and set…
- 8 months ago
- OpenText ZENworks Suite
- ZENworks Tips
Knowledge Document: Using a Cloud Directory for a User Source

Caroline Oest

Environment ZENworks Service Desk v23.3 and higher Situation Connecting ZENworks Service Desk to use the cloud AzureAD User Sources is supported. AzureAD is available as a ZSD system selection as a user source. Resolution To configure AzureAD User Sources…
- 8 months ago
- OpenText ZENworks Suite
- ZENworks Tips
Knowledge Document: Remove Customer Portal Survey Dashlet

Caroline Oest

Products ZENworks Service Desk (ZSD) (Novell Service Desk (NSD)) Environment ZENworks Service Desk v8.2 and higher Situation Surveys dashlet is a default dashlet on the Customer Portal HOME page. If Surveys are not used in the environment…
- 8 months ago
- OpenText ZENworks Suite
- ZENworks Tips

Menu

ZENworks Tips

Customer Story: SH Power

Knowledge Document: ZSD Internal Certificate Authority Alternative Name

Knowledge Document: Adding new ZENworks 23.4 Appliance Server to an existing Management Zone fails

ZENcast Live! ZSD Portal Management

Knowledge Document: Weak Server Cipher ZSD Appliance

Customer Story: Milano Serravalle - Milano Tangenziali S.p.A. Centre

Knowledge Document: Reset KBA Owner

Video: Explore the new ZSD v24.2 and ways to brand the portals

Knowledge Document: ZSD Email ID & Secret Renewal

Knowledge Document: Create Custom Widgets in Dashboard

Knowledge Document: The Request process for SLA recalculation

Video: ZENworks Service Desk Service Desk v24.2 Upgrade Demonstration Tutorial

Video: ZENworks Service Desk v24.2 Features and Enhancements

Knowledge Document: AzureAD Email Configuration using Tokens

Knowledge Document: Appliance Console Login Screen Modification

Knowledge Document: ZENworks Service Desk v24.2 upgrade Cookbook

Video: ZENworks Service Desk Best Practices & Privileges

Knowledge Document: Request Groups Explained

Knowledge Document: Creating KBA from a Request

Knowledge Document: Converting ZSD Ticket between Service Requests and Incident Requests

Knowledge Document: Set Customer Default Date/Style Review

Knowledge Document: Item Lifecycle States

Knowledge Document: Configure ZSD for Customer Timezone Use

Knowledge Document: Using a Cloud Directory for a User Source

Knowledge Document: Remove Customer Portal Survey Dashlet

Resources