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Application manager - Recommended exclusion list

September 14, 2017, 5:56 am
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Hi all,
Been reading a number of articles on this site around what System exe's you should exclude from Appsense hooks. There seems to be a number articles around EM excludes but nothing really specific around AM.
For clarity i am taking about ExProcessesNames, AsModLdr and DriverHookEx that are configured in Advanced>Custom Settings in the AM console and in the registry for AsModLdr

First question is there an AM specific list or should the list be the same as the List used for EM. Based on the current lists i have in my old configs they look almost identical.
Second question: Is it necessary to include the AM exe's in the AM exclude lists (AmAgent.exe, AmAgentAssist.exe, AMDllInjectionAssist.exe) as it seems a bit strange we need to define AM exe's to be excluded from themselves


The default exclusion list applied when you install the EM agent (10.1 FR2)  seems to be quite comprehensive, compared to the default AM excludes which only lists 4 exe's (MicrosoftEdgeCP.exe,fontdrvhost.exe,FlashUtil_ActiveX.exe,FlashPlayerApp.exe) hence why I thought i would ask here.

 

Cheers

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TASK OwnerTeam/Owner: Auto-populate Team when Owner selected, when Owner constrained by OwnerTeam

February 10, 2018, 1:23 pm
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Good day!

 

We have been successful using the constrained list for Owner, where a person selecting the OwnerTeam only sees the team members.

 

Sometimes we know who the Owner should be, but we do not know their team. In this case, we would like to leave OwnerTeam blank and select the Owner. Then the OwnerTeam should automatically fill in. Basically, the opposite of the OwnerTeam/Owner constraint. Since there would be only 1 value in the constrained list it would auto-populate.

 

We have tried a few ways to do this only to end up some kind of loop where the OwnerTeam is filled but the Owner then is emptied of the entered value and the selection list is empty.

 

Is it possible to do this centrally in the system within a PickList(s)? or do we need to use an Editing/Calculation rule for each object using Owner/OwnerTeam?

 

Thanks for any ideas you can share! Mark.

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How to configure journal email to show user display name with the standard from email?

February 10, 2018, 3:05 pm
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I would like the emails sent from a journal to be sent with the users display name so that the recipient of the email will see the user display name rather than the generic from email set as the listener email.

 

Fields I have reviewed in the form are FromAddr and FromDN.

 

How can I configure this?

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Workspace Search Issue

February 3, 2018, 11:47 am
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Hello Everyone,

 

I noticed an issue in couple of environments running Service Desk v2017.3 and using Workspace. They are not able to type more the ONE letter at a time in the search field. If I click on the word Search I will be able to type normally without any issues.

 

Has anyone came across this issue?

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Seit DSM Update 2017 "zufällige" BLS Auslastung bei 100%

February 6, 2018, 10:34 pm
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Hallo, hat noch jemand dieses neue Verhalten? Wir haben 2 BLS und seit dem Update von 2016 auf 2017 haben wir derzeit noch per "Zufallsprinzip" 100% CPU Auslastung auf dem einen oder anderen BLS, nachdem ich den IIS resette bzw. den BLS neu starte ist alles wieder gut .... Nach ein paar Tagen fangt das wieder an.

 

Danke und LG

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how can i create another response level under incidents

February 11, 2018, 1:26 am
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I have 3 levels for resolve ticket .

1st line and 2nd line and 3rd line

 

each has there own SLA for resolve ticket.

 

how can i define this in SD ?

 

and what about assignment - response levels ? it will help and how to define ?

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How to create a managed Microsoft Edge shortcut

February 11, 2018, 1:11 pm
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Hello,

 

I'm new to Ivanti Workspace Control (RES) and i've been trying to create a managed Microsoft shortcut but it doesn't work. Can anyone perhaps tell me wat I should configure in the "command line" field?

 

Kind regards.

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Periodic problem with pushing and then managing an agent

February 12, 2018, 11:19 am
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Hello, any help would be appreciated. here's what's happening. I'd say in 1 in 5 attempts i'm getting this behavior:

 

I install windows 10 on a client, join it to the domain then do UDD and schedule agent deployment. Most of the times it works just fine, but sometimes i know the issue is back right away when UDD cannot for whatever reason get the "device name" (it is blank) - i can make agent deployment work by manually editing the device name to match, but then, when the device appear in the inventory, i can't manage it (as in no agent status, no options to Scan or Security and Patch information).

 

I can't figure it out, the process is fairly standard, but it just happens time to time. There is no difference (hardware, software, networking ect) between the machines that fail and process just fine.

 

I'm on version "2016.3.3"

 

Thanks!

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Dashboard Charts Runtime Filter Options

January 22, 2018, 7:36 am
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Hi!

 

 

Anybody knows if there is a possibility to configure the runtime options on a chart?

e.g.

I want to show all Incidents created in the last Month or last Quarter and so on. It seems that the runtime filter on CreatedDateTime always uses the current day as starting point and will than go backwards. Is this only possible by creating explicit saved searches for last month, last quarter, current month and son on? I'd like to change this at runtime if possible.

Thx

 

Kind Regards

Christoph

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Unable to create a new field ‘a_eco_contactGroup’ in table “Entity” in tenant MSCBX-dev

January 22, 2018, 6:22 am
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CallLog Print Ticket Report for ISM 2017.2

January 16, 2018, 6:11 am
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When configuring ISM 2017.2 to use the CallLog Business Object instead of Incident, there is no OOTB Print Ticket report. 

 

Wondering if anyone has created a CallLog Print Ticket Report?

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Can you view a list of draft Service Requests in mobile UI?

January 18, 2018, 9:21 pm
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In Self Service Mobile UI you can set option to save requests in draft format with the save for later checkbox in the settings.

Can we have a link from the homepage that will open a list of draft requests?

 

In self service mobile - requests saved but not submitted show when draft button clicked under service catalogue page.

 

From the Home page we want to setup a link to show just a list of the draft service requests - is this possible?

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How to Constrain OwnerTeam by Owner in Task

January 19, 2018, 8:03 am
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So I have used the previously documented article to constrain Owner by OwnerTeam in Task.  Sometimes people know who will be the Task Owner but not sure what team they are on.

Can we have it both ways?

a)  If person picks OwnerTeam, they can select from those on that team; and

b)  If person picks Owner, then the owner's StandardUserTeam is populated? Please advise.

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How can I organize employees (customers) as external companies' customers?

January 25, 2018, 9:02 am
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Hi, I'm implementing a new ISM project for our company, so, we need to import a huge list of Customer (Companies in reality) and then, we need to associate any "Employ" (or Users) that can open Incident from his Company (our Customer). For example: - I have a Customer (Company in reality) called "Comp1" - when an employee of Comp1 (our Customer) open an Incident (with an email) we need to create this employee in our ISM system and associate it as a employee (user) of Comp1. What kind of business object can I use to create out Customer (company in reality .. as Comp1)? ... and, what kind of business object can I use to create employee (employee of Comp1) in my ISM? NB: every month, we need to retrieve a list of all open and resolved incidents for any Company (our customer).... so, we need to retrive every Incident of every employee that belongs to every of our customer (Companies). Thank you in advance for any help. Regards, Fabrizio Alongi

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How to save knowledge from previous Helpdesk software and import to ConnectUs?

January 24, 2018, 1:35 pm
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Hello All,

 

I'm working on a project to decommission our previous helpdesk software and import the knowledge leftover into a SQL Server (or something of the like). I'm curious if anyone else has gone through this project and how its worked for them? Also, anyone have any experience with importing knowledge from a SQL Server into ConnectUs?

 

 

I'd appreciate any suggestions! Thanks in advance.

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Teams - Active/Inactive - Handling pending items?

January 24, 2018, 10:03 am
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Good day.

 

Our Team structure mirrors our organizational structure. Business needs drive the need for new teams. Sometimes a single team is split in two, other times two teams are combined or replaced an entirely new team name.

 

We realize we need a Status field of: Active/Inactive to stop retired team names from showing in selection lists.

 

In such a situation, how do you handle existing incomplete work?

 

Example:

December 1 - Team A gets a Service Request for  Desktop Apps Engineering - Request is unfulfilled (we have to order something that is backordered.)

 

January 1 - Desktop Apps Engineering is merged with the Desktop Operations team. All team members have a new primary team.

 

January 15 - Team A receives order and completes the SR.

 

February 1 - Metrics for Completed work is run for January. (The Desktop Apps Engineering request shows up as the old team.)

 

July 1 - Metrics for Completed work is run for January through June. (Management does not want to see a Team name that existed for a prior year even if the work was done this year.)

 

Has anyone had to contend with a similar situation? You folks are creative, how would you consider handling?

 

Thanks for any suggestions you might have. Once we figure out what we will do I'll post back to this discussion.

 

Best Regards - Mark.

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LDAP field expressions not always editable

January 23, 2018, 10:17 am
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About a month ago we started having some problem with our LDAP settings.  If I want to change the LDAP field name, sometimes the field is editable as it should be and other times not.  It doesn't matter on the user or permissions nor the day.  You click on it and it doesn't bring up the expression window.  We have found no consistency with when it works and when it doesn't work.  I have been having to delete the Contact Field name completely and rewrite it.  Has anyone else had this problem?

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UI Actions & Popup windows

January 26, 2018, 12:45 pm
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Is there any way to use a UI Action (or any other method) top pop up a form from another object into an incident much like how opening a task or journal is handled?

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Change contact information

January 24, 2018, 9:47 am
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Does anyone know where in the configuration I change this?

 

 

Just starting to setup the mobile environment and testing in our staging.

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CI Field not populating in Web

February 11, 2018, 9:37 pm
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Hey ServiceDesk Pals,

 

My ServiceDesk local console will display my configuation items but not my webdesk or Dashboard? Any ideas?

 

Local:

WebDesk (if you click on Asset, no items will appear)

Both are set as the default window in Window Manager:

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