Quick Launch

Quick launch applications are shortcuts used to launch third-party applications directly from within calls, requests or tasks within vFire Core. 

Viewing Quick Launch Applications

Before you start

Quick Launch must be enabled on the System Settings window for the Quick Launch option to be enabled.

The application must be installed on the computer on which the Analyst is working.

You must have System Set Up selected in the Admin tab of your General Access security role.

Access to any quick launch applications is restricted by your organization’s IT group policy. As all configured quick launch applications run outside vFire Core, they will only launch successfully if the Analyst who runs the application has the appropriate IT permissions to do so.

  1. Select the Menu button , then Admin, and then select System Administration. The System Administration window is displayed . In the Explorer pane, locate the System group , scrolling up or down if necessary. You may need to expand the group to see the options within it.
  2. Select Quick Launch from the Explorer pane to display the Quick Launch window, which contains a browse table with the following columns:

    3. Name The quick launch name that Analysts see on the Explorer of a call, request or task
    Application The file name of the quick launch application. If a Windows command is used (for example, ping or mstsc), it is displayed in this column
    Call This option, when selected, indicates that this quick launch application can be accessed from calls
    Request This option, when selected, indicates that this quick launch application can be accessed from requests
    Task This option, when selected, indicates that this quick launch application can be accessed from tasks

Creating a Quick Launch Application

Before you start

Quick Launch must be enabled on the System Settings window for the Quick Launch option to be enabled.

You must have System Set Up selected in the Admin tab of your General Access security role.

The application must be installed on the computer from which the Analyst is working.

You cannot use quick launch applications to launch the command prompt.

Access to any quick launch applications is restricted by your organization’s IT group policy. As all configured quick launch applications run outside vFire Core, they will only launch successfully if the Analyst who runs the application has the appropriate IT permissions to do so.

  1. Select the Menu button , then Admin, and then select System Administration. The System Administration window is displayed . In the Explorer pane, locate the System group , scrolling up or down if necessary. You may need to expand the group to see the options within it.
  2. Select Quick Launch from the Explorer pane to display the Quick Launch window.
  3. Select . The Quick Launch Details window is displayed.
  4. Complete the details:

    5. Display Name The name for the quick launch application that is seen by Analysts on a call, request or task. Leave blank to use the name of the application identified in the Application to Run field.
    Display Type How you want the quick launch application to display:
    Normalopens the quick launch application on top of the vFire Core window
    Hiddenkeeps the vFire Core window on top
    Application To Run The application you want to use. To add the application, do one of the following: 
    • select Browse… to display a standard Windows dialog box and locate the file used to run the application. When you click Open, the details of the selected application are automatically displayed in the Application To Run field. 
    • Specify an application with a file path. If you choose this option, verify that Analysts who are accessing this application from a call, request or task can also access the application using the same file path.

      • If, say, you have an application installed on C:\Program Files\, but the Analyst running the quick launch application has this application installed on D:\Program Files\, the Analyst will not be able to successfully launch the application.

    • specify a URL. When the Analyst runs this quick launch, the URL will launch in their default browser.
    • Enter the command mstsc for Remote Desktop

      • Do not enter ‘cmd’ in this field.  

    Entity Use the drop down list to select the entity for which you want to set up the quick launch application:
    Callto set up parameters that are used when this quick launch application is run from a call
    Request to set up parameters that are used when this quick launch application is run from a request
    Task to set up parameters that are used when this quick launch application is run from a task

    If you want to use the quick launch application for calls, requests and tasks, you need to fill out the Parameters, Update History and Active fields for each entity, even if the parameters are the same for all three.
    Parameters You can enter:
    • Parameters that are not related to vFire Core calls, requests or tasks. Key these directly into the field

    • If you have specified a browser application in the Application To Run field and want to pass through the Intranet link, enter http://intranet

    • vFire Core specific parameters. All vFire Core call, request or task related parameters are denoted within square brackets, with the actual parameter name being the field name found on the call, request or task template.
    • vFire Core Lookup parameters.
    Update History Updates the call, request or task history with any output it receives from the quick launch application. This output can be a general message or an error message.

    The history of a call, request or task is only updated if vFire Core receives a response from the application. For example, console applications usually return an output, but other Windows applications (such as a chat application) do not.

    Active Make this quick application visible on the selected entity for Analysts to access.  This is an efficient way of disabling a quick launch application for an entity while controlling access to the application through Analysts’ security roles.

    If you select Active for the entity type selected in the Entity drop-down list, the corresponding checkbox on the Quick Launch window is selected.

  1. Repeat to make the application available to run from another entity (call, request or task). 
  2. Select to save the changes. Provide the Change Reasons if prompted to do so. 
  3. Select to test the application.

Specifying Parameters

Before you start

Quick Launch must be enabled on the System Settings window for the Quick Launch option to be enabled.

You must have System Set Up selected in the Admin tab of your General Access security role.

You cannot use quick launch applications to launch the command prompt.

Access to any quick launch applications is restricted by your organization’s IT group policy. As all configured quick launch applications run outside vFire Core, they will only launch successfully if the Analyst who runs the application has the appropriate IT permissions to do so.

Specifying vFire Core Call, Request or Task Parameters

You can set up parameters that are passed to an application when launched from a call, request or task. They can include: 

  • parameters not specific to vFire Core, such as a URL that is passed to a browser application to load
  • parameters specific to vFire Core calls, requests or tasks – for example, a call number passed to a chat application

The format for the parameter is the following: [<vFire Core field name>], where <vFire Core field name> is the variable name of the field as found on the Call, Request or Task Details window.

For call, request and task fields that have both a name and a reference, both can be passed to a quick launch application. To pass the name value on a call, request or task field, simply enter the field name between square brackets into the Parameters field – for example, specifying [PRIORITY] will return “Severity 1”, “Severity 2”, and so on. 

If you want to specify the ref value on a call, request or task field, enter a ‘~’ character in front of the call, request or task field name between square brackets into the Parameters field – for example, specifying [~PRIORITY] will return “1”, “2”, and so on.

You must specify the parameters you want to pass to the quick launch application for each entity (call, request or task) because different parameters are passed to calls, requests and tasks. 

Specifying vFire Core Lookup Parameters

You can set up parameters that are passed to an application when launched from a call, request or task. They can include lookup parameters, which pass through a value associated with a CMDB entity specified on a call, request or task. For example, the computer name of the User specified on a call can be passed to a remote desktop application.

Lookup parameters have the following format: 

[$Lookup <CMDB entity field name>|<vFire Core lookup query>|<entity field name>], where:

  • <CMDB entity field name> is the field on the CMDB entity’s Details window that you want to pass to the quick launch application
  • <vFire Core lookup query> is the defined lookup query (for example, LOOKUP_ASSET)
  • <entity field name> is the field that will be used to find the appropriate CMDB entity record. 

To pass through the email ID of the User specified on the call, enter the following lookup parameter in the Parameters field:

[$Lookup EMAIL_ID|LOOKUP_CUSTOMER|USER_REF].

This lookup parameter indicates to return the email ID of the User specified on the call.

For more information on the parameters you can specify for a quick launch application, see the section below on Standard Parameters.

Testing a Quick Launch Application

Before you start

Quick Launch must be enabled on the System Settings window for the Quick Launch option to be enabled.

You must have System Set Up selected in the Admin tab of your General Access security role.

You cannot use quick launch applications to launch the command prompt.

Access to any quick launch applications is restricted by your organization’s IT group policy. As all configured quick launch applications run outside vFire Core, they will only launch successfully if the Analyst who runs the application has the appropriate IT permissions to do so.

You can use an existing call, request or task to test whether your specified parameters are being passed successfully to the quick launch application, without affecting the call, request or task itself (for example, the history of the specified call, request or task is not updated).

  1. Select the Menu button , then Admin, and then select System Administration. The System Administration window is displayed . In the Explorer pane, locate the System group , scrolling up or down if necessary. You may need to expand the group to see the options within it.
  2. Select Quick Launch from the Explorer pane to display the Quick Launch window.
  3. Select the Quick Launch application you want to test from the browse table.
  4. Complete the details:

    5. Entity The call, request or task for which you want to test the quick launch application in the field. The Parameters field automatically displays the parameters specified for that entity.
    Override parameters To add your own parameters rather than the ones specified for this quick launch application, select and add your own values in the Parameters field.  To revert back to the original parameters specified for the entity, clear Override parameters.
    Ref No If you have specified any call, request or task parameters that are passed to the quick launch application, type an existing call, request or task number. The details of this call, request or task are passed to the quick launch application to test that the required parameters are correct.

  1. Select Test Application to run the quick launch application with the specified parameters. Any output received from the quick launch application is displayed in the Response field. 

If a call, request or task number is not specified but is required in a parameter, an error message is displayed, prompting you to enter a call, request or task number.

If you are using the CMDB item linked to a request or task, vFire Core uses the topmost CMDB item for the request or task in the database. This is because you cannot specify which CMDB item to use in the Test Quick Launch window. However, when an Analyst is using a quick launch application, vFire Core uses the currently selected CMDB item on the request or task. 

  1. Repeat to test the same quick launch application for another entity. 
  2. When you are finished testing, select Close to return to the Quick Launch window.

Standard Parameters

There are standard parameters for calls, requests and tasks, including CMDB Item Lookup parameters. The following tables list the standard parameters used by vFire Core.

Standard Call Parameters

All standard call parameters are identified between square brackets. The following table outlines the standard vFire Core call parameters which you can pass to a quick launch application used on calls.

Call Field Name Output (Ref Number or Text) Parameter
Call Number Ref [CALL_NUMBER]
User Ref [USER_REF]
  Text [USER_FULL_NAME]
Tel Text [TELEPHONE]
Organization Ref [CLIENT_COMPANY_REF]
  Text [BTN_ORGANIZATIONQD] or

[CLIENT_COMPANY_REF$AR_CLIENT_COMPANY.CLIENT_CO_NAME]
Location Ref [LOCATION_REF]
  Text [BTN_LOCATIONQD] or

[LOCATION_REF$AR_LOCATIONS.LOCATION_NAME]
Service Ref [SERVICE_REF]
  Text [BTN_SERVICEQD] or

[SERVICE_REF$AR_PRIMARY_ASSET.DISPLAY]
Service Type Text [SERVICE_REF$AR_PRIMARY_ASSET.ENTITY_TYPE#SU_ENTITY_TYPE]
(Service) Description Text [SERVICE_REF$AR_PRIMARY_ASSET.DESCRIPTION]
Bus. Service Text [BUSINESS_SERVICE_REF$AR_PRIMARY_ASSET.DISPLAY]
Config Item Ref [ITEM_REF]
  Text [BTN_ASSETQD] or [ITEM_REF$AR_PRIMARY_ASSET.DISPLAY]
CI Type Text [ASSET_TYPE]
(CI) Description Text [ITEM_REF$AR_PRIMARY_ASSET.DESCRIPTION]
Serial No Text [ITEM_REF$AR_PRIMARY_ASSET.MANU_SERIAL_NO]
Type Text [PROBLEMTYPE]
Urgency Text [URGENCY_REF]
Ref Text [CALL_REF]
Impact Text [IMPACT_REF]
Priority Text [CALL_PRIORITY]
Call Description Text [PROBLEM_DESC_HTML_EDITOR]

CMDB Item Lookup Parameters: Calls

Lookup parameters can be used to retrieve information about the Configuration Item, Service or User linked to a call, from which a quick launch application is accessed. All lookup parameters follow the format [Lookup$ <CMDB entity field>|<Lookup query>|<Call field>].

The following table outlines the standard vFire Core CMDB entity lookup parameters which you can pass to a quick launch application used on calls.

CMDB item field returned Output (Ref Number or Text)

Parameter

Config Item
Title

Text

[$Lookup TITLE|LOOKUP_ASSET|ITEM_REF]
User Text

[$Lookup USER_FULL_NAME|LOOKUP_ASSET|ITEM_REF]

Org Text

[$Lookup CLIENT_CO_NAME|LOOKUP_ASSET|ITEM_REF]

Location

Text

 [$Lookup LOCATION_NAME|LOOKUP_ASSET|ITEM_REF]
Config Class Ref

[$Lookup CLASS_REF|LOOKUP_ASSET|ITEM_REF]

Text

[$Lookup CLASS|LOOKUP_ASSET|ITEM_REF]

Service
Title Text [$Lookup TITLE|LOOKUP_ASSET|SERVICE_REF]
User Text [$Lookup USER_FULL_NAME|LOOKUP_ASSET|SERVICE_REF]
Org

Text

[$Lookup CLIENT_CO_NAME|LOOKUP_ASSET|SERVICE_REF]
Location Text

[$Lookup LOCATION_NAME|LOOKUP_ASSET|SERVICE_REF]

Service Class Ref

[$Lookup CLASS_REF|LOOKUP_ASSET|SERVICE_REF]

Text

[$Lookup CLASS|LOOKUP_ASSET|SERVICE_REF]

User
First Name Text

[$Lookup FIRST_NAME|LOOKUP_CUSTOMER|USER_REF]

Surname Text

[$Lookup SURNAME|LOOKUP_CUSTOMER|USER_REF]

Email ID Text

[$Lookup EMAIL_ID|LOOKUP_CUSTOMER|USER_REF]

Tel

Text

[$Lookup TELEPHONE|LOOKUP_CUSTOMER|USER_REF]
Login ID

Text

[$Lookup USER_ID|LOOKUP_CUSTOMER|USER_REF]

Quick Launch Parameters: Requests

When configuring a quick launch application to be used on requests, you can pass through values on the request to the application. The following table outlines the vFire Core request parameters that you can pass to a quick launch application. This includes standard fields which you will find on the Request Details window, as well as fields belonging to any CMDB item linked to the Request.

All standard request parameters are identified between square brackets.

Request Field Name Output (Ref Number or Text) Parameter
Request Number Ref [REQUEST_NO]
Title Text [REQUEST_TITLE]
User Ref [REQUESTOR_REF]
  Text [REQUESTOR_REF$AR_PERSON.DISPLAY]
Tel Text [TELEPHONE]
Organization Ref [CLIENT_CO_REF]
  Text [CLIENT_CO_REF$AR_CLIENT_COMPANY.CLIENT_CO_NAME]
Location

Ref

[LOCATION_REF]
  Text [LOCATION_REF$AR_LOCATIONS.LOCATION_NAME]
Type Text [REQUESTTYPE]
Ref Text [REQUEST_REF]
Priority Text [REQUEST_PRIORITY_REF]
Request Description Text [REQUEST_DESC_HTML_EDITOR]

CMDB Item Lookup Parameters: Requests

Lookup parameters are used to retrieve information about the CMDB entity (such as the Service, Configuration, or User) linked to the Request.

All lookup parameters follow the format [Lookup$ <CMDB entity field>|<Lookup query>|<Request field>].

When an Analyst runs a quick launch application from a Request, and it has been configured so that it uses fields from a CMDB entity, vFire Core will use the details of the CMDB entity currently selected on the Request.

The following table outlines the standard CMDB entity lookup parameters which you can pass to a quick launch application used on requests.

CMDB item field returned Output (Ref Number or Text)

Parameter

CMDB Item (Service / Service Action, Service Bundle, Config Item)
<CMDB item> Ref Ref [$Lookup ITEM_REF|LOOKUP_ASSET|REQUESTASSETS]
  Text [$Lookup ASSET_REF|LOOKUP_ASSET|REQUESTASSETS]
<CMDB item> Type Text [$Lookup ASSET_TYPE|LOOKUP_ASSET|REQUESTASSETS]
<CMDB item> Description Text [$Lookup DESCRIPTION|LOOKUP_ASSET|REQUESTASSETS]
Title Text [$Lookup TITLE|LOOKUP_ASSET|REQUESTASSETS]
User Text [$Lookup USER_FULL_NAME|LOOKUP_ASSET|REQUESTASSETS]
Org Text [$Lookup CLIENT_CO_NAME|LOOKUP_ASSET|REQUESTASSETS]
Location Text [$Lookup LOCATION_NAME|LOOKUP_ASSET|REQUESTASSETS]
<CMDB item> Class Ref [$Lookup CLASS_REF|LOOKUP_ASSET|REQUESTASSETS]
  Text [$Lookup CLASS|LOOKUP_ASSET|REQUESTASSETS]
Serial No [for CIs only] Text [$Lookup MANU_SERIAL_NO|LOOKUP_ASSET|REQUESTASSETS]

User

    
First Name Text [$Lookup FIRST_NAME|LOOKUP_CUSTOMER|REQUESTOR_REF]
Surname Text [$Lookup SURNAME|LOOKUP_CUSTOMER|REQUESTOR_REF]
Email ID Text [$Lookup EMAIL_ID|LOOKUP_CUSTOMER|REQUESTOR_REF]
Tel Text [$Lookup TELEPHONE|LOOKUP_CUSTOMER|REQUESTOR_REF]
Login ID Text [$Lookup USER_ID|LOOKUP_CUSTOMER|REQUESTOR_REF]

Quick Launch Parameters: Tasks

When configuring a quick launch application to be used on tasks, you can pass through values on the task to the application. The following tables outline the vFire Core task parameters that you can pass to a quick launch application. This includes standard fields which you will find on the Task Details window, as well as fields belonging to any CMDB item linked to the Task.

All standard task parameters are identified between square brackets.

Task Field Name Output (Ref Number or Text) Parameter
Task Number Ref [TASK_NO]
Title Text [TASK_TITLE]
Type Text [TYPE_REF]
Request Title

Text

[REQUEST:REQUEST_TITLE]
Request Ref Text [REQUEST:REQUEST_REF]
Priority

Text

[PRIORITY_REF]
Request Description Text [REQUEST_DESC_HTML_EDITOR]

CMDB Item Lookup Parameters: Tasks

Lookup parameters are used to retrieve information about the CMDB item (Service, Service Action, Service Bundle, or Config Item) linked to the task.

All lookup parameters follow the format [Lookup$ <CMDB item field>|<Lookup query>|<Task field>].

When an Analyst runs a quick launch application from a task, and it has been configured so that it uses fields from a CMDB item, vFire Core will use the details of the CMDB item currently selected on the task.

The following table outlines the standard CMDB item lookup parameters which you can pass to a quick launch application used on tasks.

CMDB item field returned Output (Ref Number or Text) Parameter
CMDB Item (Configuration Item / Service / Service Action / Service Bundle)
<CMDB item> Ref Ref [$Lookup ITEM_REF|LOOKUP_ASSET|REQUESTASSETS]
  Text [$Lookup ASSET_REF|LOOKUP_ASSET|REQUESTASSETS]
<CMDB item> Type Text [$Lookup ASSET_TYPE|LOOKUP_ASSET|REQUESTASSETS]
<CMDB item> Description Text [$Lookup DESCRIPTION|LOOKUP_ASSET|REQUESTASSETS]
Title Text [$Lookup TITLE|LOOKUP_ASSET|REQUESTASSETS]
User Text [$Lookup USER_FULL_NAME|LOOKUP_ASSET|REQUESTASSETS]
Org Text [$Lookup CLIENT_CO_NAME|LOOKUP_ASSET|REQUESTASSETS]
Location Text [$Lookup LOCATION_NAME|LOOKUP_ASSET|REQUESTASSETS]
<CMDB item> Class Ref [$Lookup CLASS_REF|LOOKUP_ASSET|REQUESTASSETS]
  Text [$Lookup CLASS|LOOKUP_ASSET|REQUESTASSETS]
Serial No [for CIs only] Text [$Lookup MANU_SERIAL_NO|LOOKUP_ASSET|REQUESTASSETS]

Using Quick Launch to launch Remote Desktop

You can set up a Quick Launch application so that analysts can launch Remote Desktop from a call, request or task, and have the name of the Configuration Item automatically passed to it.

To do this, you should set up your Quick Launch application with the following properties:

  • In the Application field, enter mstsc. This is the command recognized by Windows to launch Remote Desktop.
  • Assuming the Config Item field corresponds to the host name that will be used by Remote Desktop and depending on the entity for which you want to configure this Quick Launch, you should enter the appropriate text into the Parameters field:
Entity Parameters Field
Call /v:[ASSET_REF]
Request /v:[$Lookup ASSET_REF|LOOKUP_ASSET|REQUESTASSETS]
Task /v:[$Lookup ASSET_REF|LOOKUP_ASSET|REQUESTASSETS]

 

This will launch Remote Desktop and pass the associated text within the Configuration Item field, for the Configuration Item linked to the call, request, or task, from which the Quick Launch is run.

If you want to pass through the name of the desktop linked to the User specified on the call, and it is specified on the Title field of the CI Details window for this computer, set up the following properties:

In the Application To Run field, specify the Remote Desktop application.

Enter the following parameter in the Parameters field:

/v:[$Lookup TITLE|LOOKUP_ASSET|ITEM_REF].

This lookup parameter indicates to return the title of the CI specified on the call.

If you want to pass through the name of the desktop linked to the User specified on the call, and the Configuration Item field corresponds to the host name that will be used by Remote Desktop, set up the following properties: 

In the Application To Run field, enter mstsc. This is the command recognized by Windows to launch Remote Desktop. 

Depending on the entity for which you want to configure this quick launch application, enter the following text into the Parameters field:

EntityParameters Field
Call/v:[ASSET_REF]
Request/v:[$Lookup ASSET_REF | LOOKUP_ASSET | REQUESTASSETS]
Task/v:[$Lookup ASSET_REF | LOOKUP_ASSET | REQUESTASSETS]