Agent based Scan
Software License Management
How do I perform a domain scan in ServiceDesk Plus?When you install and start ServiceDesk Plus for the first time, it detects all the domains in your network and from the neighboring network of the server on which it is installed.
What are the ports used by ServiceDeskPlus for scanning Windows and other network devices?Please refer to the link below for details of the ports used for scan
What are the various scanning modes supported by ServiceDesk Plus? Does workstation scan install any software or agent on the client machines in order to get information like software and hardware?ServiceDesk Plus supports both Agent and Agent-less modes to scan Windows machines. Refer to the link below for more details on these modes of scanning.
What are the devices that can be scanned by ServiceDesk Plus?ServiceDesk Plus can scan Windows workstations/servers and other operating systems such as Linux, Solaris, MAC and IBM-AIX. Refer the link below for more details,
Can I scan PCs with older OS say, window 98? If so, how do I do it? I tried to scan a win 98pc but got an error: connection to RPC server failed".Yes, you can scan win 98 machines. Please check if WMI is installed in the PC. If it is not installed then, install WMI by following the instructions provided in the forum post below,
How do I configure ServiceDesk Plus to perform automatic asset scan?You can schedule periodic scanning of your network, enable regular cleanup of scanned information, and set re-scanning interval for scanning workstation under Admin tab -> Audit Settings. Or, in the Assets tab you can configure the scan schedule.
What is the purpose of Distributed Asset Scan?ServiceDesk Plus helps you scan assets distributed across multiple sites (i.e) Assets which are not connected to the network (or) Assets which are not reachable from the central ServiceDesk Plus server. This can be done with the help of Asset explorer Remote Server which can be installed in the remote network which helps to scan the Assets in the remote network, export the Asset information into a zip file and then import the information into the Central ServiceDesk Plus server. [ Screenshot ]
How can I perform individual scan of workstations which are not in the network? We have sales engineers who are not connected to the network, but we need their workstation information to be present in our ServiceDesk Plus database.
How do I scan workstations which are outside a domain/network?
I have workstations scanned in ServiceDesk Plus. But when I scan a newly purchased workstation, ServiceDesk Plus overwrites the old workstation with the new information. What is the reason behind this behavior?https://www.manageengine.com/products/service-desk/help/adminguide/general-features/identify_machine_uniqueness.html
How do I scan machines connected through Wide Area Network (WAN)?Refer the document Scanning WAN environment for information on scanning machines connected through Wide Area Network (WAN).
What are the SNMP devices that can be scanned using ServiceDesk Plus? How are these devices scanned?ServiceDeskPlus uses the sysOID to uniquely identify the routers, switches, printers and access point in the network. Most of the popular device sysOID are already included in ServiceDesk Plus database.
How do I scan custom-built PCs? The service tag is not set or is filled with some default values?While performing a scan, the Workstations and Servers are uniquely identified based on its Service Tags, Name and MAC address. So for a custom-built PC, the service tag is usually filled with some default values like "System Serial Number", "To be filled by OEM" or some random numbers like "12345678". This results with many machines with similar service tags. In such cases, if a scan is performed, one workstation details would be overwritten by the other.
How does ServiceDesk Plus identify the uniqueness of a workstation?https://www.manageengine.com/products/service-desk/help/adminguide/general-features/identify_machine_uniqueness.html
All the machines in my network are renamed with _old. Why does this happen?https://www.manageengine.com/products/service-desk/help/adminguide/general-features/identify_machine_uniqueness.html#rename
What are Agentless and Agent based scan?Agentless and Agent based scan are supported by Windows platform. The Agent is client side software installed in the host to scan inventories and provide easy access for remote assistance. On the other hand, Agentless scans inventories using WMI (Windows Management Instrumentation).
How does Agent Based scan work?Please refer the document on Agent based scanning for information.
What are the advantages of agent based scanning?Some of the advantages of agent based scan are:
What are the other purposes of agent apart from scan?Apart from using the agent for scanning purpose, you can also use the agent for Remote Control. Please refer the document to know more about using the agent for Remote Control.
I have imaged the hard drive of a computer and loaded it on all workstations. Upon scanning the workstations keep overwriting themselves. How do I fix this?During the process of "Disk imaging hard drive", all the contents in the drive, including the agent details with unique agent ID of that computer, is copied or imaged. Upon cloning this disk image on other workstations, the Agent ID will be copied to all the workstations in the network. Hence, all the workstations that were cloned will contain the same Agent ID as the computer whose hard drive image was used, resulting in workstations getting overwritten while scanning.
What are prerequisites for installing an agent?The following are the permissions required to install the agent.
What are the various methods to deploy the agent in Windows machines?
How do I deploy agents if ServiceDesk Plus is installed in Non - Windows Server?If ServiceDesk Plus is installed in a Non - Windows server like say, Linux, then you can still use the Agent Mode to scan Windows machines. But, you can neither configure the Agent details from Agent Settings page nor install and upgrade the agent from the linux server.
Are there any ports that have to be opened on the firewall for the agent to communicate with the server? If yes, should the port be opened on the host alone or on both, the host and server?The port number which is configured under Admin --> Agent Settings has to be opened or exception has to be created on the firewall. Firewall exception for the port is only for the client workstations and not for server.
Can I monitor the agent status in workstations?Yes, you can monitor the agent status like, workstations for which the agent is installed, not installed, and workstations with older agent version. This is available in the Assets tab -> Workstation/Server -> Agent Details link.
What will happen if Agent based scan is enabled and the agent is not installed in certain machines?If the Agent mode is enabled in the application, then the application first performs Agent based scan for machines which has the agent installed. If the agent is not installed in certain machines, then the application scans those machines using WMI.
I had installed ServiceDesk Plus on the default port 8080, but now I have change the port to 80. How do I update this new port number in the workstations that has the agent installed?
I have moved ServiceDesk Plus from one server to another server. How do I update the new server information for agents that are already installed in workstations?
How do I check the connectivity between the server and client on which the agent is installed?To check the connectivity between the server and client, telnet the server on the port number configured for agent under Admin --> Agent Settings as below,
How does the Agent scan work for machines which are connected through VPN mode?The agent details can be configured under Admin -> Agent Settings. If the agent is configured to scan at system startup, then upon starting up the computer, the agent will try to push the inventory data to the server. If the server is unreachable, then the agent will try to push the data every half an hour periodically until the server is reached. The agent configurations can be modified and new agents can be created by clicking Create New Agent button.
Our user login does not have admin rights to the workstation. Hence the logon script configured for installing the agent through group policy does not work. Is there any alternative?The user login should have admin rights for the agent to be installed through Active Directory group policy when the computer is logged in. If they don't then you can configure the agent install as a start up script instead of logon script.
How will I know that a new version of agent is released in the latest service pack and the agent has to be upgraded in my environment?When a service pack is released and you want to check the new agent version, click Assets tab -> Older Agent Versions link. [ Screenshot ]
An agent with version 1.0.5 is already installed in a workstation. What will happen if I try to install an agent with a below version, same version or above version?If you try to install an agent above the current version, then the agent gets upgraded in the application. If you are trying to install an agent below the current version or the current version again, then the agent will not get updated in the application.
What happens when the operating system in a workstation is uninstalled and reinstalled?If the operating system of a workstation is uninstalled, then the agent details will also be removed. And, a new Agent ID will be created when the agent is installed on the new operating system. The Agent ID of the machine, when scanned, will differ from the one that is already available in the application database. Though the Agent ID differs, the Service Tag of the machine remains the same. Therefore, based on the Service Tag, the workstation will be overwritten, updating the old Agent ID with the new one.
When ServiceDesk Plus and Desktop Central are integrated, which agent should I use? Both or either of the oneWhen both these applications are integrated, it is recommended to use the agent of Desktop Central and deploy it on all Windows workstations in the network since the Desktop Central agent has more funtionalities - software installation/uninstallation, remote control with recording functionality - than Servicedesk. When a workstation is scanned using Desktop Central, the scan details is automatically pushed to ServiceDesk Plus and updated automatically.
How do I upgrade the agent, installed on workstations, with the latest version?
Now when the workstations login to the network and when the group policy is applied, the older version will be automatically uninstalled and the latest one will be installed. The intelligence to identify whether an older version or the same version is installed on a workstation is built-in the agent file. Hence if an older version is identified it will be removed and the upgraded new version will be installed. Else, if the same version is identified it will be ignored.Use this link for deploying agents using GPO
What is software metering? How is it helpful?The software metering section in Assets tab -> Software Summary under Resource block gives the details about the usage of the software. [ Screenshot ]
Is there an option in ServiceDesk Plus to notify the technicians automatically when prohibited software is detected?Yes you can enable the option to automatically notify the technicians on detecting a prohibited software. Go to Admin tab -> Notification Rules in Purchase and Contract Management section. Enable the rule "Notify Technicians when Prohibited Software are identified during Domain/Network Scan". [ Screenshot ]
Can my technicians be notified when the installations of a software exceeds the purchased license?Yes you can notify your technicians when the number of software installations exceeds the purchased license.
What are the software types available in ServiceDesk Plus? Can I add software types?The different software types in ServiceDesk Plus are:
How do I associate different sub versions (or minor versions) of the same software into one major version?ServiceDesk Plus allows you to group minor versions of the software into one major version.
From where does ServiceDesk Plus fetch software information for Windows workstations?ServiceDesk Plus fetches the software information from two locations:
How do I add Software Licenses?Licenses can be added only for Managed Software. You can add Software Licenses in two ways:
Is it possible to assign a particular license to a workstation/server? Currently, I can assign only one license to a workstation/server from the pool of licenses, but there are different serial number/license keys within the pool that relate directly to the specified workstation/server.
How do I allocate license for a single installation?
ow does bulk allocation of licenses work?To auto allocate license to workstations.
I want to add a product for the product type "Software", but there is no version group that goes with the new software. How do I add software to the product list?First you need to manually add software.
How do I add CAL License? What are the types of CAL Licenses?To add CAL License,
What is Concurrent License?Concurrent License allows only specified number of users to login at any particular point of time and access the application.
What is the difference between the License Types Enterprise Subscription and Enterprise Perpetual?The Enterprise License Type can be allocated to unlimited number of machines as they share the same license key. Enterprise Subscription is an annual subscription model license which you have to renew on a yearly basis. Enterprise Perpetual license has no Expiry.
What is Volume License Type? How do I use it?Volume License Type supports multiple installations. With one volume license, you can specify the number of installations allowed. All these installations will share a common license key.
What is Named User license type?Named User (NU) licensing limits the number of individuals authorized to use software on the specified computer.
What is Node Locked license?Node Locked denotes the license type for workstations with specific configurations. This license is generated for a particular workstation by giving parameters like IP-Address, Service tag and Mac address. Node Locked license is applied to workstation for which it is purchased.
What is Organization License? How can I add it?
Is it possible to add a software license which can be applied to workstations in any site?
When I set the status of a workstation as "In Store", the installed software is still being metered. Is there a way to exclude the software license for these workstations?The only possible way out of this is to de-allocate the software license for the workstation. You can de-allocate the license for a workstation under Assets tab -> click Scanned Software in Resources section.
I have a couple of users who have purchased software for their home PC. These PCs are not scanned and never will be. I have manually created these assets but how do I enter the software for auditing?
Can I add custom software license types in the application?Yes you can customize software license types under Admin tab -> Software License Types under Software section.
I have all my license details in excel. How do I bring it into SDP?You can import all your license details into SDP using Import from CSV file option. Go to Assets tab -> Software Licenses option in Resources section. Select Import from CSV option. [ Screenshot ]
What does Purchased and Installed column in the Software details page denote?Purchased count denotes the number of licensed installations purchased for the software.
What is the difference between Purchased Licenses and Purchased CAL License?Purchased Licenses can be attached to the installations allowed for that software in different machines where as CAL licenses are allowed to access that software from Server to clients.
How do I attach the license file to a software license?After creating a license for the software, go to that software license to attach the document. Click Actions drop down -> select Attach Documents option to attach files.
Does Servicedesk fetch license Keys for Software during inventory?ServiceDesk does not fetch license key for any software during scanning.
Is it possible to change the Manufacturer name of the software since I'm unable to do version grouping?Yes you can change the manufacturer name of the software. From the Scanned Software List View page, click the software to change the manufacturer name. In the details page, click the [Change] link beside the Manufacturer Name. [ Screenshot ]
Where do I track the license agreements? How can I be notified about an agreement expiry?To track the license agreement,
Is there any way to fetch Microsoft license while scanning the machines?In the past, service desk was able to fetch license keys from Microsoft Operating System and its Office Products. But, currently this operation was suspended from the recent versions of ServiceDesk, as the path and encryption method used to store them has been changed by the manufacturer.
What is the purpose of IT and NON-IT Asset Categorization? How does this correspond to the Max number of Asset or Node license I purchase?Assets in ServiceDesk Plus are categorized as,
What is Auto-assign owner?ServiceDesk Plus helps you to automatically assign owners for successfully scanned workstations easily and efficiently. ServiceDesk Plus provides owner suggestions based on the last logged user for workstations successfully scanned. You also have an option to change the owner during the assignment process. After the Auto-assign owner process, Resource state for workstations is automatically changed from In Store to In Use. You can find Auto-Assign feature under the Assets tab. [ Screenshot ]
I would like to move some assets from one category to another category say, assets listed under workstation category should be moved to the router/printer category.You can move assets to different categories by changing the Product Type of the asset. First make note of the Product Name for those workstations you wish to move to the Router/Printer category. [ Screenshot ]
How do I change Workstations as Servers?In the latest version of ServiceDesk Plus (v 7.5 and above), we have an option to select the particular asset from the workstation list view and select 'Change as Server(s)' option under the Actions menu which will move the asset into the Servers section.
How do I change a workstation from being a desktop to a laptop?Go to Assets tab -> Workstations -> Click on the workstation which you want to change as Laptop and make a note of the Product name. [ Screenshot ]
What is the purpose of Groups in the Assets section of ServiceDesk Plus?ServiceDesk Plus helps you to group assets based on the asset properties. You can group assets of users belonging to the same team and location. Organizing assets based on groups gives you more fine-grained control and helps you manage assets efficiently.
I would like to view all the assets belonging to a particular site in a single page. Where can I configure it?Dynamic group helps you to group assets as per your requirement.
Where can I find the Remote Assistance feature in ServiceDesk Plus?Remote Assistance feature is available in ServiceDesk Plus version 7.5 and above. Remote control feature of ServiceDesk Plus helps you to connect remote machines successfully scanned in ServiceDesk Plus from the application itself.[ Screenshot ]
Is there a relationship diagram in ServiceDesk Plus which captures relationships between assets?Yes ServiceDesk Plus does have a relationship diagram which helps to maintain the relationship of assets with other assets in the organization. With the help of the relationship diagram you will be able to define the assets connected (connection relationship), the department or user to whom the asset is assigned to (Usage relationship) and the software installed in it (container relationship).
If the asset status is changed from In Use to Expired or Disposed, will the asset still be calculated as a node and take up a license? Will licensing for retired or unused assets maintained for historical purposes still be calculated as a node?In v 7.5 and above of ServiceDesk Plus, assets moved to Expired or Disposed state will not be taken into account as a node. Currently these assets can be scanned and maintained in the system mainly for historic data.
How do I change the default port for SSH and Telnet port used during scan (global config entry)?ServiceDesk Plus uses 22 and 23 as the default port number for SSH and Telnet respectively. If these ports are changed and used in the organization widely, then ServiceDesk Plus can be updated to use the new port number for SSH and Telnet. To update the application with the new port numbers use the query given below, the same can be used for both MYSQL and MSSQL database.
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