# hp OpenView service desk

September 2005

© Copyright 2005 Hewlett-Packard Development Company, L.P.

This document explains the limitations for running a Service Desk 4.5 client using Citrix Metaframe Access Client on Citrix Metaframe Presentation Server 4.0 for Windows.

- Limitations
- How to

## Limitations

Although the Service Desk 4.5 client is supported for Citrix Metaframe Presentation Server 4.0 there are limitations. These limitations will prevent certain client functionality to work and also mean that that functionality will not be supported. This document will explain what limitations there are and describe possible workarounds.

1. Although the Citrix Metaframe Presentation Server can be used on Unix based operating systems, this is NOT supported for using the Service Desk 4.5 client because there is no possibility to run the Service Desk 4.5 client on Unix based operating system because the Microsoft Java Virtual Machine is required.
2. Flashing tray icon: will not work in a Citrix environment because the application runs on the Citrix server, and not on your Citrix client machine.
   - Flashing tray icon: a flashing icon appears in your Windows tray bar with a sound alerting you that you have new unopened items in Service Desk that need your attention.
3. Attachments: it is impossible to drag and drop attachments in for example service calls, workorders, etc. The "add attachment" functionality should be used for this functionality. This is a Citrix limitation for all published applications.
4. Spelling checker: will only work if Microsoft Office, in specific Microsoft Word, is installed on the Citrix Metaframe Presentation Server 4.0. It does not have to be published in order to work!
5. The Print and Print Preview function, which is implemented by the third party control (Janus GridEX), will not work when Universal Printing Driver (UPD) is used in Citrix environment.

## How to

- Change the default C drive from the local Citrix server drive to the local Citrix client C drive: use the Remap Drive Utility. This Utility is included within the Citrix Metaframe Presentation Server 4.0 CD. For example, the user would see the local client drive on the C drive when adding an attachment using Service Desk 4.5.