Companies Custom Field

This tab enables you to add custom fields in the create company form. Using these you can capture additional details about the company at the time of creation.

To add a custom field,

1. Click the Companies Custom Field tab.

2. Select the desired field, drag and drop it on the right-hand side, and a popup appears as shown below. Here, Datetime field is used as an example.

3. Enter the below details:
   • Name: Enter the name of the field.
   • Hint Text: Enter the text to appear by default. It appears in grey color.
   • Default Value: Enter the default value of the field.
   • Allow to select Time?: Enable to allow the user to select time along with the date.
   • Required: Enable to make the field mandatory.
4. Once done, click Add. The field will appear in the Create Company form. You can then re-arrange its location, create a duplicate field, edit, or delete it if required. Similarly, you can add other custom fields. For more details, refer to the Request Form page.

Companies

This tab enables you to create multiple companies or departments.
To create a company, follow the below steps:

1. Click the Create Company button at the right-hand corner and a side-popup appears.

1. Enter the below details:
   • Company Name: Enter the name of the company.
   • Description: Enter a short description of the company.
   • Domain: Add the domain name of the company. You can add multiple domains using the +Add Company Domain button. Once added, when a user is created with blank company name and if the email address matches with any domain. The company name for that particular user will get set by default.
2. Once done, click Save and the newly created company appears in the table. You can now create a Support Portal for the company and associate it with the company.
3. You can then edit or delete it using the respective icons in the Actions column. If a company is deleted, the Support Portal associated with it will also get deleted automatically.

Overview

Motadata ServiceOps supports Managed Services Provider (MSP) feature. Using this you can create and maintain multiple support portals for different departments or child companies. For example: If a parent company has multiple child companies, you can create a separate Support Portal for each child company. Thus, the requesters of a particular child company can view the requests with respect to their company along with the ones in which they are involved or unassigned. However, the technician can view the requests of all the portals.

To use this feature,

1. First enable the Managed Services Provider option in the License. Once enabled, it will become available in the Organization menu.
2. Open the Managed Services Provider page, enable it, and create the Companies (Departments).
3. If required you can add more fields in the Create Company Form using the Custom Fields from the Companies Custom Field tab.
4. Create and associate the Support Portal to the desired company from the Support Portals tab.
5. Once associated, you can enable/disable or customize the Support Portal using the Branding option from the Support Portals list page.
6. Now, you can access the desired Support Portal using the respective URL. The Support Portal will display company specific knowledgebase.
7. Also, if any announcement is configured for a particular company, it will be displayed in that particular Support Portal.
8. You can create workflows and SLAs for companies.
9. You can associate the companies with modules like Request, Problem, Change, Release, Asset, Project, User Survey, Reports, Dashboard, Automation, and Support Channels.
10. You can generate company specific reports.

To view the Managed Services Provider page, navigate to Admin > Organization > Managed Services Provider and the below page appears.

• Enable the Managed Services Provider Mode parameter and the below configurations will appear. By default it is disabled.

The page displays two tabs namely:

• Companies: You can create and manage companies from here.
• Companies Custom Field: You can add new custom fields in the create company form.

Overview

Motadata ServiceOps supports Remote Desktop Protocol (RDP). Using this the technicians can remotely access the client machine, analyze the issue, and resolve it soon. It is often used by the users working remotely, administrators, and the support technicians.

To use a remote desktop session, you need to follow the below steps:

1. Install the RDP server from the backend.
2. Configure RDP in the ServiceOps GUI.
3. Install the RDP Agent in the target machine.

This part contains the below sections:

• Motadata Windows RDP Agent Installation Guide
• Motadata Linux RDP Agent Installation Guide
• Motadata RDP Middleware Installation Guide
• VNC Repeater
• Downloading Motadata VNC Repeater
• Motadata Remotely Server Installation Guide
• Motadata Remotely Agent Installation Guide

Overview

This section describes the procedure to install agents in the client or target machines. Agents are software programs using which you can discover your device in the ServiceOps Portal. Once the devices are discovered, you can later use them for asset management, patch management, package management, etc.

You can install the Motadata ServiceOps agent on the below platforms:

• Windows
• Ubuntu Linux
• Mac OS

Overview

This section describes the steps to upgrade the different components of Motadata ServiceOps. Using them you can easily install or upgrade the required services. It contains the following sections:

• Agent Bulk Installation Using GPO
• Motadata Service Desk – Server Upgrade Guide
• How to Update Product License?
• Reactivate License using API

Mac WebRTC Agent Installation

Download the MacM1 Agent (Discovery+WebRTC) from the below link: Click Here

Download the MacM1 WebRTC Agent from the below link: Click Here

Download the MacIntel Agent (Discovery+WebRTC) from the below link: Click Here

Download the MacIntel WebRTC Agent from the below link: Click Here

Step 1: Download the Agent on Target machine and give the execution permission using the below command:

Chmod 777 MotadataServiceOpsMacDiscoveryWebRTCAgent_V78

Step 2: Execute the Agent File using the below command:

Step 3: Enter the ServiceOps Server URL.

Step 4: Enter the Agent Activation Code.

Step 5: Completion of the Installation of WebRTC.

Linux WebRTC Agent Installation

Prerequisites for Centos/Redhat Agent

Before you install the Agent, please perform the below activity:

1. Uncomment / enable “WaylandEnable=false” on custom.conf file.
   < File path = /etc/gdm >

• After making changes, save the file, and reboot the machine.

2. Stop and disable the Firewalld Service or allowed port using the below commands.
   systemctl stop firewalld Systemctl disable firewalld

For downloading the Linux Agent (Discovery+WebRTC): Click Here

For downloading the Linux WebRTC Agent: Click Here

Step 1: Download the Agent on Target machine and give the execution permission using the below command:

chmod 777 MotadataServiceOpsLinuxCommonAgent_WebRTC_64_v78

Step 2: Run the file using the below command:

./MotadataServiceOpsLinuxCommonAgent_WebRTC_64_v78

Step 3: Enter the ServiceOps URL.

Step 4: Enter the Agent Activation code.

Step 5: Completion of the installation of WebRTC.

Windows WebRTC Agent Installation

For downloading the Windows Agent 64bit (Discovery+WebRTC): Click Here

For downloading the Windows Agent 32bit (Discovery+WebRTC): Click Here

For downloading the Windows WebRTC Agent 64bit: Click Here

For downloading the Windows WebRTC Agent 32bit: Click Here

Step 1: Download the agent file and execute the agent msi file.

Step 2: Install using the right-click as shown below:

Step 3: Select the folder to install and click Next.

Step 4: Enter the ServiceOps Server URL and Agent Activation Code and click Next.

Step 5: Once the Windows is ready to Install, click Install to complete the Installation.

Step 6: Completion of the Installation.

Motadata ServiceOps WebRTC Installation Guide

Setup for WebRTC Signaling Server

• You can download the Linux WebRTC Signaling Server from the below link: Click Here

Step 1: Download WebRTC Signaling server setup on ServiceOps server.

Step 2: Assign executable permission and run the setup using the below command:

chmod 777 MotadataWebRTCSingalingServer

Step 3: Run the file using the below command:

./MotadataWebRTCSingalingServer

Step 4: Check successful installation of Motadata WebRTC signaling server service status. After the successful installation, check the service status using the below command:

systemctl status ft-motadatawebrtc-server.service

Setup for WebRTC Frontend Server

• You can download the Linux WebRTC Frontend Server: Click Here

Step 1: Download the Motadata Frontend Setup for WebRTC signaling server.

Step 2: Assigned execute permiWeb-Rtcn and run the setup using the below command:

chmod 777 MotadataWebRTCFrontendSetup

Step 3: Run the file using the below command:

./MotadataWebRTCFrontendSetup

Once the server is installed, you need to configure the RDP from ServiceOps. For more details, refer to the RDP Configuration page.