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Line Breaks Lost From Incident Detail when In Task Assignment View

April 3, 2018, 10:39 pm
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Hi All,

 

When copying and pasting info from mail logs the line breaks are respected in the incident details with the main incident form however when generating a task this information is used for the incident details and the line breaks are ignored

 

This makes it hard for engineers to read the email that comes via assigning the task or when looking at the task itself. They have to open the incident to see the information without the line breaks

 

Does anyone know if there is a setting or way to prevent that data from being copied over without the line breaks being stripped.  I have checked fields and form settings but can't come up with anything

 

Thanks

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Creating multiple tasks from a Request offering List

April 4, 2018, 7:16 am
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I have a team of 20 people.  They want to be able to pick the members from a request offering.  Once you pick any combination they want Generic tasks assigned to each person picked. and then once they all complete their tasks, auto fulfill the ticket.

 

 

Request offering list:

X  Steve

     Mary

X  Tom

    Joe

 

 

Steve and Tom would get a task to work on that Service request.   They know what they each have to do on the ticket based on the other questions.  It's just a matter of tying them to a ticket via a task. 

 

I know how to do the auto fulfill piece.  But I really don't want to build 20 task boxes off of a switch and then have to manage them anytime someone joins/leaves the team.  If Steve is true create a task box off of each person.. that would be painful.

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Delete Network Printer via LANrev

March 19, 2018, 8:23 am
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I have pushed a printer to several Macs via Configuration Profile and now the printer has changed.  I have created a new profile for the new printer, but how do I use LANrev to remove the old printer without going to each Mac (Most of these are laptops that I'll never see) and without messing up any local printers they may have installed?

 

Thank you in advance.

LANrev 7.4.1

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Tenant name in Global Constants

April 2, 2018, 9:42 am
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Newly implementing ITSM.  Looking at emails sent when creating an Incident.  The From address in an email notification has no-reply_{Tenant}@it.com - this is the default Global Constant.  I have three tenants:

  • production: nova.company.us
  • uat: uat-nova.company.us
  • staging: stg-nova.company.us

 

I'm testing my staging tenant.  When this email goes out, I expected the tenant name, stg-nova.company.us to be filled into the {Tenant} field.  It's not.  Why?

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C:\Windows\Temp folder maintenance

August 17, 2017, 3:34 pm
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Hi Everyone,

 

I would like to know if there is a way to control/set Landesk to automatically clear the temporary files stored under c:\Windows\Temp. I noticed that everytime there is a ticket with a file attachment, it is being stored and kept in that same folder until it closes. Even when it is closed, the files are still there.

 

Help!

Sincerely,

John

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Autovalue field

February 5, 2018, 12:54 am
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Hi Guys,

Need your advice here.One of our Ivanti Service Desk customer want us to make an autovalue/autosuggest like google thing.

For example let's say I submit 1 incident ticket and fill the name field with Samuel. And then a couple of minutes later I submit 1 more incident ticket for "Samantha". What our customer want is when they type "S" in the name field, the field must automatically suggest "Samuel" as I type that one in the name field earlier. Some kind of cache thing I guess.Beside the calculation and reference list, Are there any tricks or steps in the attribute properties or any configuration that can make a field has an autovalue?

(i try my best,apologize for my english guys)


Thank you.

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Workspaces/Bridgit - Open in new Tab/Window

February 16, 2018, 1:53 am
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Since moving to the workspace interface we have lost the ability to right click on a query result and open in new Tab/Window

Is there any way to get this functionality, or something similar, back?

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How to publish provisioning template to Portal?

March 1, 2018, 8:44 am
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I have seen references in some places about being able to publish provisioning templates in the portal.  But no matter what I do, I am unable to get it to show up in my portal.

 

About the Portal Manager

Adding items to Portal Manager

The default Portal Manager deployment doesn't include any launchpad items. Use software distribution to add items to Portal Manager.

Items you can add to Portal Manager include:

  • Mobile Android and Apple iOS packages
  • Universal links, streamed documents, and OS provisioning templates

 

This is what I ended up doing, though it did not work.

 

I created the os provisioning template and added actions.  In Distribution Packages I made a new universal package | Provisioning.  I included the template I had created before.  I created scheduled task, went into the task, associated it to my workstation, set it to policy push, kicked it off.  It shows as active in the progress window but nothing ever shows up in the Portal, even after I refresh it.  I can add and remove typical distribution packages and it is reflected in the Portal window, so I know I can get some things to work.

 

I looked around and have yet to find documentation showing how to do this.  Anyone know where such documentation would be?

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I'm creating some custom screens and when in the Primary Fields View I get a message that the name exists but I can't create the new Primary Fields Custom Screen.

January 16, 2018, 5:20 pm
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I'm trying to create a new Custom Screen in order to do more Record Typing but I get an error message that says the Name already exists.  Has this been resolved yet?

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Workgroup PC's und DSM

March 31, 2015, 1:49 am
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Hallo Zusammen,

ich wollte wissen ob es in DSM 7 möglich ist Workgroup - PC's komplett mit DSM zu betreuen, d. h. Software über den Shop installieren aber was noch wichtiger Updates der vorhanden SW über das Patchmanagement auszurollen.

Über die Suche habe ich diesen Beitrag gefunden:
[URL="http://forum.enteo.com/showthread.php?t=13963&highlight=keine+dom%E4ne"]http://forum.enteo.com/showthread.php?t=13963&highlight=keine+dom%E4ne

Allerdings sagt mir dieser nicht eindeutig ob das geht und wie das geht.

Schon mal vielen Dank für die Antworten. Gruß Manuel
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New to Heat Reporting

March 22, 2018, 6:24 am
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Team

 

We have recently implemented the Heat ticketing system for our IT Helpdesk and, I wanted to reach out for some advice and help on the Reporting Tools they offer.

 

Is there a way I can create a report to show all incidents resolved under a three day period in any given month? We use these are part of our executive metrics.

 

Also, do you have any other recommended out of the box reports which you use?

 

Thank you

 

Shant

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Delete Config Items

April 4, 2018, 11:44 am
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We have a lot of old inventory in HEAT.  I need to cleanup a lot of configuration items.

 

I now I can just go to the config table and delete 1 record at a time but I need to delete a lot of records.

 

I am sure I can get the SQL Admin to run a query and delete a bunch at the same time however we are not sure if we'll get all required records that are linked to the primary record.

 

What is the quickest/safest method to clean up this table?

 

Message was edited by: Mark Hughes

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Not Ready - Delivery Error

December 27, 2017, 9:14 am
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I have an agent whom is unable to take any calls on his computer. It continues to state there is a delivery error. The IPCM logs look like this:

 

2017-12-27 10:31:51.861Condition selected: No Answer
2017-12-27 10:31:51.861Block result: NoAnswer
2017-12-27 10:31:51.858Event AE_CMD_UNDO_RESERVE not allowed in state AS_NOT_READY for agent qtrapp
2017-12-27 10:31:47.820Destination is a reserved agent qtrapp
2017-12-27 10:31:47.819Connecting call to 5551011

2017-12-27 10_15_38-mdelacru@55510 [Not Ready] - Agent Dashboard.png

 

I tried logging into Agent Dashboard as someone else, but received the same error. I verified that the settings are correct, and even repaired the software. Any ideas?

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HOW to send out a notification to the user when a ticket is closed

March 19, 2018, 4:10 am
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How to send out a notification to the user when a ticket is closed.

It used to work before but now does not. Cannot find the rule that has this in it.

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Procedure to build Custom Adapter

April 5, 2018, 5:45 am
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Is there any procedure to build custom adapter to connect to other third party databases or applications which Ivanti Xtraction doesn't support currently.

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Kleiner Abschiedspost

March 29, 2018, 1:07 am
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Leider geht meine Zeit mit DSM heute zu Ende und ich möchte mich noch bei allen, die hier aktiv sind, für letzten Jahre bedanken und wünsche euch für die Zukunft alles Gute.

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Response and Resolution Breach flag

April 5, 2018, 6:06 am
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Hi evenyone,

 

Since we have an option to configure multiple SLAs with each ticket (typically Response / Resolution), is there a way i can identify if the ticket has Resolution breach or Response breach. currently only one (is_breach) flag is available which doesn't give me that data.

 

Thanks,

Shehzad

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MS Word 2013 does not start when email attachment is openend or printed from Outlook 2013

April 5, 2018, 6:33 am
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Aanhoudende problemen met starten WORD.

We krijgen meer en meer meldingen van gebruikers dat wanneer ze een WORD document openen vanuit Outlook of een WORD willen printen vanuit Outlook, de sessie nagenoeg vastloopt. Ook blijft er rechts onderin een RES melding staan: "Bezig met aanroepen WORD 2013"

 

Dit gebeurd op willekeurige 2012 R2 Citrix servers, .
Wanneer dit voorkomt kunnen wij vanuit De Servicedesk ook niets meer uitvoeren via de Citrix Director, we moeten dan inloggen op betreffende server en de complete sessie afmelden. WORD proces is niet te beëindigen..

 

Het probleem bestand al in RES WM 2014 en houdt aan in IWC 10.2.600.0

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I want to upgrade to Goldmine 2018 but don't see an upgrade for GoldMine Connect.

March 20, 2018, 11:33 am
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We have Office 365. Has GoldMine Connect gone away? We are looking for the best way to connect our mobile phones to our GoldMine server (local install) and we had GoldMine Connect. However I don't see where they have upgraded it with GoldMine 2018. Has that gone away? If so, what is in it's place?

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How do I create a workspace and make available to user interface?

April 5, 2018, 7:34 am
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How do I create a workspace and make available to user interface?

 

What other steps are needed to create a new Business Object and make it available to edit via the user interface?

I am missing something key as the workspace is not availabe to assign in the roles

 

  1. Create a new BO in the Configuration Interface
  2. Create the Layout, Form, List in the new BO
  3. How do I make that interface available????
  4. ????
  5. Assign to TopLevel Tab for each Role so it is searchable
  6. Anything else????

 

I'm sure the details of each step are in the documentation but I am not using the correct keywords

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