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Organizing Tasks - ParentObjectID storing a short name, code, sort order

December 6, 2017, 9:22 pm
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We are trying to group and rank our tasks in Dashboards and also use common notification templates where possible.

 

I have created a new object called BOAtributes.

BO Attributes.png

 

For Task, using the ParentObjectDisplayID, I would like to populate several of these fields in the Task object.

 

EXAMPLES

  • For one type of Knowledge article the ParentObjectDisplayID = "FRS_Knowledge.IssueResolution". This is pretty bad in an email notification. "Knowledge" is enough.
  • We are considering appending codes to user email and displays using the first Parent Code above. The letter would help identify the object calls as the system numbering is similar between all modules.
    • I-12345 is Incident.
    • S-12345 is Service Request
    • C-12345 is Change
  • Tasks would be sorted in Priority using the Rank code of the parent.

 

I started to use a Link field and Business Rules but did not get the results I wanted. ParentObjectDisplayID is the field on Task that I think I want to be a link field but it is not.

 

TaskassocBOattributes.png

 

Given that the ParentObjectDisplayID is set by the system when the child object is created should this work?

Do I need to create a new link field that is populated using a trigger rule when ParentObjectDisplayID is updated?

Should these additional attributes actually be an object extension to something? We desire a single table to manage these attributes instead of adding fields to every object.

 

Thank you for any creative ideas you may have. Best - Mark.

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History in Workspaces

December 8, 2017, 1:33 am
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Hi Folks,

 

Our management want us to start using Workspaces for end users.

 

We've managed to configure it to be usable, but the whole thing may be scuppered by the History panel.

 

For some insane reason, there seems to be no way to prevent End users from seeing the entire history.

 

This includes notes that have configured to be internal, inter-departmental assignments, automated actions - the works.

 

I may be missing something simple (the documentation for Workspaces is very sparse) but we urgently need some way to prevent users from having access to all of our internal conversations.

 

Scripts, hacks, whatever.

 

I know we can theoretically redesign all of our processes and windows with automated actions to hide fields etc., but this is a LOT of work.

 

Any help gratefully appreciated.

 

Cheers - Adam.

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AsModLdr Exclusions

March 17, 2016, 12:39 pm
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We've been running into a few issues with suspended processes and terminated processes that won't exit in Citrix 7.6.  The Citrix admin asked me to see if it might be AppSense related since we were having issues with run-away AM processes before I patched to SP2.  Although there could any number of things causing this problem, I figured now would be a good time to get any exclusion problems ironed out that may have been previously overlooked.  I've posted a few questions below. 

  • What are you guys excluding in addition to the defaults?  Any reason for the additional exclusion? 
  • With the new shared driver (AsModLdr), are you having to add more exclusions to AM?  Would it be a good idea to exclude all the Citrix processes in AM as well since the driver is shared?  I've had a few programs that went belly up ages ago (before I excluded them in EM).  When I upgraded to the latest version which uses the shared driver, the problem showed back up.  I had to exclude them from the AM side to fix the problem.
  • There are a fair amount of default Citrix exclusions included but I wonder if it might be best to simply do a full exclude for both Citrix directories - C:\Program Files\Citrix and C:\Program Files (x86)\Citrix.
Here's what we are excluding from EM AsModLdr and ProcessWhiteList:
AmAgent.exe
AmAgentAssist.exe
AMDllInjectionAssist.exe
Blast.exe
C:\_smstasksequence
C:\Program Files (x86)\Bit9\Parity Agent
C:\Program Files (x86)\EMET 4.1
C:\Program Files (x86)\Hewlett-Packard\Discovery Agent
C:\Program Files (x86)\PGP Corporation\PGP Desktop
C:\Program Files (x86)\Symantec\Symantec Endpoint Protection
C:\Program Files (x86)\Tripwire
C:\Program Files\HP\HP BTO Software
C:\Program Files\VERITAS
C:\ProgramData\Hewlett-Packard
C:\ProgramData\HP\HP BTO Software
C:\windows\ccm
C:\windows\ccmcache
ccmexec.exe
ccSvcHst.exe
checkdns.exe
CheckTermSrv.exe
cmstart.exe
concentr.exe
conhost.exe
CpsVcTest.exe
ctxhide.exe
DataNow_Service.exe
DataNow_Tray.exe
DataNowCA.exe
Dwm.exe
emcoreservice.exe
emexit.exe
EmLoggedOnUser.exe
EmMon.exe
EmMonSurrogate.exe
emsystem.exe
emuser.exe
emuserlogoff.exe
FixExtend.exe
f-response-ent.exe
FujiFldL.dll
FujiSynapseBridge.exe
gpscript.exe
ICAListener.exe
IMATest.exe
ISXAgent.exe
java.exe
jp2launcher.exe
JuniperExt.exe
MigrateUserScans.exe
mmvdhost.exe
mpnotify.exe
mscorsvw.exe
msi*.tmp <-- Had an installer (WSE.MSI) that would not work until this was added
Parity.exe
pcoip_server_win32.exe
picaDispMgr.exe
PicaEuemRelay.exe
PicaSessionAgent.exe
picaSessionMgr.exe
PicaUserAgent.exe
PmAgent.exe
PmAgentAssist.exe
pnagent.exe
PrintIsolationHost.exe
profiler.exe
RequestTicket.exe
Smc.exe
smss.exe
smthost.exe
spoolertest.exe
spoolsv.exe
sqlservr.exe
SSOManHost.exe
ssonsvr.exe
startssonsvr.exe
svchost.exe
SynapseUpdateManager.exe
SystemAdministration.exe
taskhost.exe
taskmgr.exe
TfsComProviderSvr.exe
TPAutoconnect.exe
TPAutoConnSvc.exe
TPVCGateway.exe
TSInstallSWUpdates.exe
TSManager.exe
tstheme.exe
verclsid.exe
ViewMPServer.exe
vmtoolsd.exe
VMWareViewClipboard.exe
VMwareview-RdeServer.exe
werfault.exe
werfault.exe
wermgr.exe
wermgr.exe
wfcrun32.exe
wfcrun32.exe
WmiPrvSE.exe
WmiPrvSE.exe
wssm.exe


  • Any additional apps you'd recommend placing in the list below?  Maybe the A/V? 
Current list of Citrix 7.6 exclusions (no EdgeSight):
HKLM\SOFTWARE\Wow6432Node\Citrix\CtxHook
HKLM\SOFTWARE\Citrix\CtxHook
HKLM\SOFTWARE\Wow6432Node\Citrix\CtxHook64

"AMAgent.exe,AMAgentAssist.exe,AMMessageAssist.exe,Cca.exe,WatchdogAgent.exe,WatchdogAgent64.exe,EMAgent.exe,EMAgentAssist.exe,EMNotify.exe,EmCoreService.exe,EmExit.exe,EmLoggedOnUser.exe,EmSystem.exe,EmUser.exe,EmUserLogoff.exe,PmAgent.exe,PmAgentAssist.exe"

AppSense Version:
EM 8.6 SP2 Hotfix 3 (Upgrading to HF5 soon)
AM 8.9 SP2 Hotfix 1 (Upgrading to SP3 HF1 soon)

References:
Solution ID
150622800909092

Solution ID
150622948114143
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CC'ing owner on analyst emails

December 8, 2017, 7:53 am
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We recently launched HEAT SM within our organization and are still learning the ropes.  One issue we've observed is that if an analyst uses the email feature on a ticket, the analyst isn't notified when a customer replies to the email - instead the reply gets added to the ticket silently.  To get around this we've been instructing our analysts to CC themselves on any email that gets sent out which has been working great, but I just wanted to check if there are any other workarounds for this issue.

Is there a way to get alerted for responses to emails other than CC'ing the owner? Is there a way to default the owner to the CC field rather than making them go through the steps each time?

Also - on those emails, is there a way to default the font to something more PC friendly? Times New Roman = no bueno.

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Adding Column to Activity History Tab Showing Users Display Name

December 7, 2017, 12:04 pm
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Hi All,

 

Under the Activity History tab there is a "Created By" column that shows the loginID of the particular user who makes an update.  I am trying to add a column that would show the users display name as well, which would make it a bit easier for our technicians to identify who makes what updates.  I've checked the SQL table for the activity history (journal) business object and was not able to find a field that captured this information.  Is anyone aware of a process to configure this as painlessly as possible?  Thanks in advance

 

Charles

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Logging Information Security Incidents

December 8, 2017, 6:40 am
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Our InfoSec team want to log security incidents via the Landesk/Ivanti incident system, however, due to the sensitive nature of the info ticket info and incident categories must only be available to the InfoSecurity Team.  At the moment all support desk analysts can view all tickets/requests..etc. 

 

Im only just getting to grips with LANdesk, so I'm not sure if we can simply change some security settings or if a separate Security Incident object needs to be created here.

 

Can anyone offer suggestions on the best way to approach this?

 

Thank you!

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We want to change the color of title bar in a scheduled report

December 8, 2017, 8:44 am
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The default color for the title bar in scheduled reports is blue.  We would like to change this to match our corporate coloring scheme.  Is this possible?  The Options tab in the scheduler allows us to change the background color between white and black, but not the title bar.

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2017.3 upgrade questions

December 8, 2017, 8:57 am
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Hi All,

 

In previous LDMS upgrades there's always been an equivalent agent upgrade that accompanied the new version of the core server; we just went from 2016 SU5 to 2017.3 and I'm not seeing one. Am I missing it someplace?

 

Also, does anyone have a clear understanding of the whole Workspaces thing? I've tried to follow the directions and I don't get anything similar to what the documentation says I should. We're running LDMS only, no service center. I log into Configuration Center and nothing happens, I'm never prompted to create a new DB. I have what I'm guessing is the default instance 'my' and under that I only have the BridgeIT application, no Framework application at all. All the Workspace links in the new Remote Console come up, but I can't log into any of them (I can log into Configuration Center after changing its IIS authentication types per the doc). Any idea? I'm not even sure the whole thing is valuable or useful at this point.

 

Thanks

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Creating a Report/Query for Incidents that report After hours work (including holidays)

December 8, 2017, 7:17 am
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Hey ServiceDesk Pals,

 

I have been tasked to show the amount of incidents that our analyst do after hours between the hours of 5pm-7am. including holidays. Then a second query that is a copy of the first with the criteria of any status that is not "Awaiting Acknowledgement". From this report I would be able to show the volume of calls our analyst do vs. the amount of work completed.

 

I believe I can figure out the time constraint part of the query but i'm hung on the including holidays part..

 

What would be the best way to approach?

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Does HEAT have multi tenant capability?

December 8, 2017, 9:06 am
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Does HEAT have multi tenant capability?  For ex, can IT and Service Ops have their own ticketing system?

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How can I present self-service to different client groups without revealing underlying identity?

December 8, 2017, 9:34 am
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We support several types of customers who use our various services through specific sites and domains. i.e. lawyers at xlawyer.com and citizens with tickets at xtraffic.com

Many of those support tickets are created by emails from web forms on the sites. With HSM, they will now be able to follow a link to self-service and check on the status of their tickets.

 

We want to implement HSM in such a way that when a lawyer checks on their ticket they see nothing that shows we are not just xlawyer.com.

Ideally it would present with the same domain in the URL as the website they were using.

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unable to deploy packages on unix with normal users

December 7, 2017, 7:30 am
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Hi

 

am using Ivanti ans core server running with 10.1.30.401 and 2017 Update 3.

 

core serer running on windows 2012 R2.

 

When i use root accounts everything works fine and includes deploying agent and pushing packages to the clients.

 

I have added root credentials in ( alternate credentials).

 

my plan to not use root credentials because of root password is not same in all same servers as its will change frequently as of now for test servers am using root account and its working fine.

 

when i am adding my account in alternate credentials then i am facing issues and when i deploy task i will see status as " policy has been made available" will not go further.

 

is any also facing same issue? please let me know if any different way i can push packages to the servers.

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Windows 10 Start Menu

December 8, 2017, 8:11 am
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Hello all, I am looking for some advice on best practise to setup windows 10 start menu?

 

We are using 10.1FR3 and currently have a XenDesktop Server 2008 WIndows 7 environment. We have built our 2016 server and have the windows 10 desktop created, any good resources on a beginners start?

 

Thanks in advance.

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Service Manager LDAP settings

November 27, 2017, 5:39 pm
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I am setting up a LDAP connection on Service Manager 2017.2 and I have having trouble getting all fields to map.

 

The defaults work properly as shown below.

 

 

If I try to add manager I am unable to get this to work. I know I need to use ParseDN but still doesn't work.

 

 

Also, not all users have address, state, country, etc in their user account. When I mapped these such as address only some of the users are updated.  It seems like if address is missing then it skips State and Country even if they are populated.

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Using VulScan to scan for a specific group

December 8, 2017, 10:33 am
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I know that you can use the /group switch when running Vulscan to specify a particular group of patches to install:

vulscan.exe /showui=true /RebootAction=Never /repair /log=c:\ldprovisioning\output.log /group=4200

 

However, I usually am required to run a /Scan before I run the /Repair. I noticed that when I do it:

vulscan.exe /showui=true /Scan=0 /group=4200

 

It seems to ignore the /Group flag, and scans for all vulnerabilities in the 'To be scanned' group.

 

Is there a way I can tell it to just focus on the custom group? It seems to take longer to scan for vulnerabilities than to repair based on my custom group of patches assigned to the specific group of systems.

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What is needed to populate the Profile Field in the MAPI/Lotus pref tab?

August 10, 2017, 6:52 am
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What populates the Profile Field in the MAPI/Lotus pref tab?

We created a new user, and cannot get the Profile field of the MAPI/Lotus tab of their User Preferences to populate with our Zimbra connector.

Without this the user is unable to email from within HEAT.

 

Using Call Logging 9.6.1 build 48 with a Windows 10 when this arose. We upgraded to 9.7.7 with no change.

This field has always populated automatically before. We have reinstalled and deleted the HFW file. The field is not editable, although a cursor can be inserted. 

 

We were able to narrow the issue down: out-of-the-box installs could mail but systems upgraded to 10 could not.

Heat passed this on to development, but  we eventually solved the issue by installing the HP Notification package, but without fully understanding why.

 

We suspect the difference lies in the level of support for MAPI commands as discussed here

https://support.microsoft.com/en-us/help/200018/differences-between-cdo--simple-mapi--and-extended-mapi

 

I would appreciate any insight you might have so that I can have some direction if this happens on a non-HP machine

 

 

 

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Mobile Self Service UI does not support this command

December 8, 2017, 11:14 am
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We use the "New UI" on our self-service role and when we try to open URLs from notifications we get pop-up errors saying "Mobile Self Service UI does not support this command".

Our notifications URLs generally look like this:

http://service.marchofdimes.org/heat/Login.aspx?Scope=ObjectWorkspace&CommandId=Search&ObjectType=ServiceReq%23&CommandD…

http://service.marchofdimes.org/heat/login.aspx?scope=SelfService&role=SelfService&CommandId=OpenMyItem&ItemType=Service…

Any suggestions?

 

Here is what the error looks like:

HEATError.jpg

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History in Workspaces

December 8, 2017, 1:33 am
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Hi Folks,

 

Our management want us to start using Workspaces for end users.

 

We've managed to configure it to be usable, but the whole thing may be scuppered by the History panel.

 

For some insane reason, there seems to be no way to prevent End users from seeing the entire history.

 

This includes notes that have configured to be internal, inter-departmental assignments, automated actions - the works.

 

I may be missing something simple (the documentation for Workspaces is very sparse) but we urgently need some way to prevent users from having access to all of our internal conversations.

 

Scripts, hacks, whatever.

 

I know we can theoretically redesign all of our processes and windows with automated actions to hide fields etc., but this is a LOT of work.

 

Any help gratefully appreciated.

 

Cheers - Adam.

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Disovery

December 7, 2017, 1:42 am
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Hallo,

 

ich habe 1-2 Verständnisfragen zum Discovery.

 

Worüber steuere ich, dass der Discovery Client bei einer Neuinstallation eines Computer installiert wird? Und wie könnte ich dies für einen Standort unterbinden?

 

Wenn ich das Discovery aktualisiert habe, wird dann automatisch bei einer Neuinstallation eines Computer die neue Version installiert?

 

Liebe Grüße

 

Norbert

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CI Daily Reporting

December 8, 2017, 3:03 am
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Hi,

 

We currently have HEAT Service Management (Cloud) running in our orginisation and I've been put in charge of monitoring the assets meaning spending long hours mangaging CI's on a day to day basis.

 

One of the main issues I seem to be having with CI's is that they are not reporting daily to HEAT which is definitely not helpful, I have set up a setting in Inventory Settings to run daily, but although the same machines are on and everything, they will update one day but the next day different machines update but not the entire CI list. Please see screenshots below.

 

 

Scan Performed On the 6th December 2017

Scan Performed On the 7th December 2017

 

 

It does not seem to be consistent and I dont know if its because the settings arent working properly or if im just not modifying the right setting.

 

Can somebody please possibly assist (I need all of our machines that are only to report daily).

 

Thanks in advance

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