We want to be able to create service requests based on XML - e.g. via a web service - is this possible? If so, how do we configure Service desk to receive the data?
thanks
Julie
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Import from XML
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Is there any built-in adapter for Xtraction to connect with .csv files or we need to build our own.
Is there any in-built adapter for Xtraction to connect with .csv files or we need to build our own. Can anyone help me in creating custom adapters or show the path to proceed
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Open a tab directly with a button
Hello ,
I would like to open directly a tab when i choose a button.
I have create a resolution tab and I want like when a users use resolution button , he is directly redirect on the the good tab.
It is possible ?
Thank for your help
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Error:Digital signature Driver is required" Heat Discovery Agent 2.8.0.1
Error:Digital signature Driver is required" Heat Discovery Agent 2.8.0.1
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Hinzfügen und löschen von AD Computerkonten in OU Ebenen
Hallo, wie würdet ihr unter Windows 10 neu installierte Clients im AD in die jeweilig für euch richtige OU schieben, sagen wir z.b. Tablet und Notebooks in eine andere OU als Desktop PCs und VDI Clients wieder wo anders hin (einfach weil jeweils andere GPO greifen sollen).
LG
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Search for Incident box
Do I have any control over what parts of Incident are searched when using the Search for Incident Box 
? I want to change our system to also search a certain Journal field for whatever we type in this box also. For instance, we have a Journal entry created automatically with every ticket. This journal entry is used to keep a running record of our steps as we work on the ticket. I would like this field to be searched when we use the box above as well as the Description and Summery Fields.
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Heat Survey
How do you setup Heat Survey for the first time? I'm using HEAT v 9.6.1 build 48.
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Connect Call Block not working
Anybody else having issues with the Connect Call Block taking the call back into the system instead of handing the call off and being done with it? We have an option to leave a voicemail which is a Connect Call Block to an extension, After about 55 seconds it cuts the voicemail automated message off in the middle of talking and transfers you back into the IVR again and I never get to hear the beep where I can leave a voicemail. Our old version of IPCM is set up the exact same way in the application and has no issues, only having issues with 2016.2.
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Add Journal visibility tab.
Good afternoon,
Could someone help us on adding at tab in the information field to show the Journal entry. Right now, when we create a Comment (fig. 1) or a new Journal (Triage) (fig 2), we does not know it was entered unless we go to them. so we would like to add a tab (Fig 3) that shows that information. Please help, thanks. -Jimmy Tang
Fig 1.
Fig 2.
fig 3.
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Auto Sync (Changes to configurations)
I changed some settings in my Portal Manager in Agent Settings, this is part of a deployed Agent Configuration, after I saved the changes, how do I push those changes to the clients?
I set the auto sync to Yes, in both the Portal Configuration an in the Agent Configuration, do I have to wait x amount of time for the changes to be sync? Or auto sync is for a complete different task?
I ran a update to agent settings task which ran successfully, but the changes to the portal are not reflected. Any idea?
Thank you!
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Report URL in Dashboard Part
I have an SSRS Report that I would like to put in as a Dashboard part. Is there a way to us a URL for pointing to a specific Report?
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Creating new "Print Incident" Report
We have an on-premise installation of ISM and we added additional fields to the Incident and wanted to show them on the "Print Incident" Report. I copied the default "IncidentMain.RDL" and instead of using the Shared Report Data Source, I built my own using LocalHost and the HEATSM database which has worked for other Reports I have built.
I am getting the following error when I try to replace the original Report Template with a new template, so the Parameters are unchanged.
"Error in Setting parameter values for the report"
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SMTP vs Exchange Web Services
Is there a benefit of using SMTP or Exchange in the Email Configuration?
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Service and Categories
Me again!
I am struggling on this one.
I found the Pick list for Services and Categories, but I can't seem to link them.
Here is what I am trying to do.
We have a new Cyber Security team
I found the Service List
Then I found we have a spot called Category of Category? So I added the one Category he asked for - Malware
Then I started searching on how to link the 2. I found we have this custom pick list - MLSE Actual subcategory by Service and Category...
And this is where I am stuck.
When I open the title I have this property value
If I open the Values I have the following
In the values, if I press Add I can see the Cyber Security Service, but not the Malware Category
If I leave Service blank, I can see the Category
It is probably staring me in the face, but I can't seem to find how to link these together.
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Query "In Repair" Statues Based on Resolved Incidents
Hey ServiceDesk Pals,
Question:
How would you go about querying all resolved incidents and only selecting the records that have been in a "In Repair, pending rebuild, etc" statuses?
For Example: Incident that went into an "In Repair" status and is now resolved, how would I pull this record?
I know this is an odd question considering if I had an attribute to determine the Clock and whether these incidents stopped the clock or continued the clock (at those statuses). I wouldn't be asking y'all this.
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Anyone know how to submit inventory from/during PE environment?
We're doing some comparisons with variables and db values during our provisioning processes and workflows, but obviously if it wasn't previously in IEM, it has no inventory records. It also doesn't seem to check 'on the fly', so this is resulting in some issues with our provisioning processes and workflows. I recall someone saying at Interchange last year that they were able to do a mini-inventory scan in PE and submit that to the core as part of their process while in PE, which then gave them the data for such use, but I don't see anything on this in the discussions/forums here. Can anyone share how they've done this?
Thanks!
Jey Bailey
Technology Support Specialist
Bucknell University
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How do I update the greeting in IVR?
How do I update the greeting in IVR?
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Teams - Regional/sub-teams
Onward with our Incident/SR rollout!
We have many regionally dispersed teams that will handle Incidents/Service Requests for local offices:
Technology Support
General Services
Digital Services
Document Processing
HR
While I am in San Francisco, my team from an organizational perspective is: Technology Support. My location is San Francisco.
I am part of Technology Support, but a sub-team Technology Support - SF in terms of assignment notifications and support.
We have 15 locations. If we make up regional teams for all of the combination the OwnerTeam list will be very long indeed! If you are at the end of the office list there will be a lot of scrolling or typing during the assignment process.
Has anyone tackled such a situation?
For OwnerTeam would an additional selection box for location make sense for the teams with sub-locations that then further refines the possible Owners?
- Owners = Filtering of Team + Location
Struggling with how to make this mirror our hierarchy. Open to your creative suggestions and solutions.
Thanks - Mark.
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how to link to another field in web forms
I have multiple fields that I need to have populated in a web form, but I'm having difficulty linking to another field; and unable to find a "how to" in the community. Any help will be appreciated.
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Time field - Display all times of the day every 15 minutes. can be limited?
Hi,
Is it possible to change a Time field dropdown list to only display a range (from, to) ? by default it displays a 15 minute range for all day.
thanks
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