Hardware/Software Inventory

Knowing the configuration of an end-user's machine can provide vital clues when trying to diagnose a problem. NetSupport ServiceDesk can remotely retrieve a full Hardware/Software Inventory from an end-user PC.

To be able to use this feature, you must have an installed copy of NetSupport DNA Enterprise Suite available and a path to the NetSupport DNA database configured. The IP addresses of the target machines are held within NetSupport DNA's master database, NetSupport ServiceDesk itself has no means of identifying remote PCs. Once the link is established between NetSupport ServiceDesk and NetSupport DNA, you can retrieve the Inventory data and, from there, move on to using other Remote Control features.

In order to retrieve an inventory, you must first establish the link to the NetSupport DNA database. Select the Admin tab and click the DB Options icon in the toolbar. Enable Use NetSupport DNA for Inventory Data. The default access details for the NetSupport DNA Data Source should already be specified. Click Save.

Note: If the NetSupport ServiceDesk database resides on a different Server to the NetSupport DNA database, you will need to create a Data Source in order for the link to be established.

To retrieve an inventory from a remote PC

  1. Open the Incident, Problem or Change Request requiring action.

  2. Select the Hardware or Software Inventory tab.

  3. Choose the machine to retrieve the Inventory from by clicking Select a different PC.

  4. Details of the machines held in the NetSupport DNA database will appear. Highlight the required PC in the tree. If it is not immediately visible, click Search and enter the computer name and click OK.

  5. Click Save in order to retrieve the Inventory data.

To retrieve an inventory from the local PC

  1. From the Toolbar, select Inventory - Hardware or Software.

See also:

Assigning hardware