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.
Companies Custom Field
Companies Custom Field
  1. 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.
Adding a Custom Field in the Company Form
Adding a Custom Field in the Company Form
  1. 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.
  2. 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.
Custom Field Options
Custom Field Options
Custom Fields in the Create Company Form
Custom Fields in the Create Company Form

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.
Create Company button
Create Company button
Create Company
Create Company
  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.

Note: This feature is available only if it is enabled in the license. A license can contain either Managed Services Provider or Multi Tenant Management feature enabled, but not both.

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.

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

The page displays two tabs namely:

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:

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:

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

Permission
Permission

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

Run the File
Run the File

Step 3: Enter the ServiceOps Server URL.

Enter the URL
Enter the URL

Step 4: Enter the Agent Activation Code.

Enter the Agent Activation Code
Enter the Agent Activation Code

Step 5: Completion of the Installation of WebRTC.

Completion of Installation
Completion of Installation

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 >
File Path
File Path
View
View
Uncomment
Uncomment
Uncomment
Uncomment
  • After making changes, save the file, and reboot the machine.
Reboot
Reboot
  1. Stop and disable the Firewalld Service or allowed port using the below commands.
    systemctl stop firewalld Systemctl disable firewalld
Stop Service
Stop Service
Status Check
Status Check

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

For downloading the Linux WebRTC AgentClick Here

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

chmod 777 MotadataServiceOpsLinuxCommonAgent_WebRTC_64_v78

Permission
Permission

Step 2: Run the file using the below command:

./MotadataServiceOpsLinuxCommonAgent_WebRTC_64_v78

Run the File
Run the File

Step 3: Enter the ServiceOps URL.

Enter the URL
Enter the URL

Step 4: Enter the Agent Activation code.

Enter the Activation Code
Enter the Activation Code

Step 5: Completion of the installation of WebRTC.

Completion of Installation
Completion of Installation

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 64bitClick Here

For downloading the Windows WebRTC Agent 32bitClick Here

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

Download
Download

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

Install
Install

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

Select Installation Folder
Select Installation Folder

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

ServiceOps URL
ServiceOps URL

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

Install
Install

Step 6: Completion of the Installation.

Finish
Finish

Notes:

  1. Please Install Normal User. Do Not install with root or administrator user.
  2. Please Do no USE sudo command for Linux Env.
  3. It takes maximum 2 minutes for installation, (Depends on target machine’s hardware and situation).
  4. After Installation please check Config File, and enter the valid url and agent activation code.
  5. After Installtion please check Agent Service status as it should be running.

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.

Download
Download

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

chmod 777 MotadataWebRTCSingalingServer

Permission
Permission

Step 3: Run the file using the below command:

./MotadataWebRTCSingalingServer

Run File
Run File
Server Installed
Server Installed
WebRTC Signal server installed
WebRTC Signal server installed

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

Status Check
Status Check

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.

Download
Download

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

chmod 777 MotadataWebRTCFrontendSetup

Permission
Permission
Sign-In Page
Sign-In Page

Step 3: Run the file using the below command:

./MotadataWebRTCFrontendSetup

Run File
Run File
Successful Install
Successful Install
Installation Completion
Installation Completion

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