I am open to unique configuration options. We have certain incident tickets that should not be viewed by other teams, so Role permissions have been set to block access. Is there a way to override the basic rule permissions if a certain team is assigned? Or is there a way for them to view, accept and work on tasks without being able to see the master ticket?
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How do I allow users in a role or on a team to accept and work on a task when their role does not have permission to update or view the parent ticket?
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Why can't I start logging for some machines?
For some reason I cannot log some machines using Rules Analyzer. I can see the machine in Appsense - Production and the package is updated.
See error when attempting to start logging:
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How to change the search dropdown results on Incidents workspace
Is it possible to change the dropdown that shows results when you do a search while on the Incidents workspace? We have been able to update the information that shows up when you search but the size of the dropdown cannot be made any wider and it cuts off most of the Summary, Description and Resolution.
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CI - Name Changes Unlink Incidents
I want to get a history on each piece of equipment involved in incidents. However, the name associated with that piece of equipment will change. The AssetTag does not change.
Once the name changes, the incidents that were previously linked become unlinked.
The CI in each of these screenshots are the same asset (trust me)... but, as you can see, there are no linked incidents.
How can I ensure that the link remains after the name has changed?
Thanks,
Ryan
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Patches with "DETECT" in the name not downloadable?
2016.3 SU5: Why do some patches appear with the word "DETECT" in the name and why aren't they downloadable?
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How do I create a child record but open the record for editing before the record is saved.
I have a parent record (Customer) with associated child records (Contracts). On the Customer layout I display a list of contracts associated with the customer. On the toolbar there is a button to add a new contract. The desired behavior is when the button is clicked it will push values from the customer (parent) to a new contract (child) AND open the contract form for editing before it is saved (the contract records needs additional values in order to be saved). I've been able to create a new child record using a UI Quick action and a Create Child Quick Action but neither action opens the form before attempting to save it.
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Difficulty creating a custom sort against 'Status'.
Hello,
I am trying to come up with a way that will allow me on a query screen to create a custom sort on a list of statuses that goes beyond just ascending or descending by the Status.Title. From the query and report designer, I do not see any way to take these and sort them another way, but I have been asked to find a way if possible to make a custom sort that will display them in order of where they are in the process. Open, In Progress, Pending, With customer, Fulfilled, etc.
I notice that in Object designer there is a business object under Lifecycle called Status. This object has extra attributes including one called 'Rank' that could be used to help sort potentially. I cannot find a window in the console anywhere that would allow me to modify this value however. Does anyone know where these values can be edited or perhaps another way this could be accomplished. I appreciate any and all tips. Thank you!
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Manually Link CI to User via WebDesk
I'm well versed with user-CI linking in the Administration module in Console, via process or via data import but what about via WebDesk.
I want Analysts to be able to create a new CI via Webdesk form (OK doing this part already) and then manually link this CI to the user in Webdesk (hmm!). What's the equivalent in Webdesk of the "add CI to user" action in console administration; is there one?
All I can think of at the moment is to have a small change process with Add and Remove Actions which then run the link/unlink CI process actions as appproriate to the action selected and then close. However I'm certain the must be a simpler way that has escaped me so far in the documentation and this community. Maybe run a query and then it's a right click action on the results or something...
Can someone urgently advise?
Cheers
Julian
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When I add a lower or upper bound constraint to a date, the result includes weekends.
We use a Weekly HOP for everything which is only M-F. Is there a way to make it so the weekends are not included? An example is we don't want a certain Service Request to allow the customer to give a required date within 3 days. I'm sure there is a long expression that could be written but I'm not understanding why it's not looking at the HOP. Or perhaps there is a setting somewhere else I need to change?
Thanks
Teresa
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We are currently using HEAT SM 2016.1.1 - is there a way to hide Most Popular category in the Service Catalog?
We are currently using HEAT SM 2016.1.1 - is there a way to hide Most Popular category in the Service Catalog?
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Remove computer from database
I am using EPM 2017.3, and have imported my existing database from 9.6. I have a couple of rogue devices that show up in inventory but have no data. I can delete them, but after a length of time, they just show up again. My database was moved to a SQL server managed by our DBAs due to its size, so I no longer have the ability to look around for the information I need. What table does EPM store computers in? If a DBA goes in and deletes a record from said table, are there any other items of concern? Thanks for any assistance.
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Reinstall 2017.3 without reimporting database?
I have been testing out Endpoint Manager 2017.3 in preparation for the upgrade from our 9.6 SP2 core. Since I am coming from 9.6, I am using a copy of the production database which I then use to connect the 2017.3 core. That worked fine on a fresh install. I went to re-install, first removing the application and then going through and deleting any directories that seemed to be remnants, and then start over. That is where I ran into the problem of the installer not connecting to the new database. Manually creating an ODBC connection works just fine, and I can connect to the database using other SQL tools, it is the Endpoint Manager install that will not pass the database test. Is there any way to fix this without needing to rebuild the machine? Thanks for your assistance.
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Ivanti 2017.3 and location services
My server team has notified me of CPU spikes on Windows 10 VMs, and the spikes seem to be coming from location services but only after having agents upgraded from 9.6SP2 to 2017.3. I have changed no mobile management or location settings, and in checking them, none should apply. I can only find documents on how to set up notifications or maps, but not how to disable location services altogether. Is this even possible? I'm not sure I want to go the route of suggesting it be turned off at the OS level because we do have folks who travel and there are benefits to the OS feature itself.
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Intel Graphic Driver Updates
I have downloaded the executable from both Intel and Dell and attempted to update the drivers are different machines. Several have said successful but it is not being updated. Has anyone found a way to successfully update the driver?
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OSPacks\Old Folder
I've noticed that the OSPacks\Old folder is very large, and would like to be able to limit this cache. Is it necessary to keep 400GB of old OSPacks on hand in this folder? Is there an option to limit the size of this cache?
Thanks everyone!
Alex
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Recreate Incident filters in Workspaces
Is there a way to recreate/emulate the filters that show in Web Access Incidents in Workspaces? My Help Desk is helping me evaluate the 2017.3 version of Service Desk and noticed that this was missing from workspaces. They utilize this feature in Web Access currently to make sure they are not opening duplicate tickets for users when they call in. The push is to get them to start using the workspaces instead of Web access, but they were hoping this would be in the Incident creation. Any help or guidance would be appreciated
Screenshot:
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Process steps out of sequence!
I'm having some issues with my request process in that I'm using a number of authorisations through the process that I wish to stop the SLA clock when it hits the state.
It would appear that the process steps are out of sequence between the history and the actual process. I thought at first it was just a display issue as they all have the same time stamp but because the action of starting the clock cannot be taken unless the clock is in a stopped state clearly it's not a display issue rather its actually taken the actions out of sequence. This isn't a big issue for most actions taken at the same time but for this particular action of stopping and starting the clock it is. It means the authorisation action cannot be taken until the clock is manually stopped and presumably it'll have an adverse impact on the SLA timings in my reporting.
Anyone seen this or have a fix for it?
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New CI
I've been working with ITSM 2017.2 for about 2 months now. I'm looking to create a temporary access card request to assign a card to someone that has forgotten theirs for the day. I've created a new CI, from the CI group. I've created a couple of fields unique to the cards and created a form. When I pull up the CI workspace, on the default layout, there is a New dropdown, top left.
How do I get my new CI to show in this list?
How do I create a relationship between the card and a person to assign the card to?
Do I do this in the business object relationship?
Still learning the product and any workflow suggestions would be appreciated.
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Access denied; Credentials may be invalid Windows 10 1709
Recently deploying Windows 10 1709 builds to our domain. We are currently using Ivanti Patch for Windows Servers Standard Government 9.3.0 Build 4510 and agentless scanning. When we go to scan a 1709 device, it always returns Error 106 Access denied; Credentials may be invalid. The setup of these systems is exactly like the 1703 builds with the same user information. The scanning credentials have the same local admin account privileges as the 1703 builds, nothing other than the Windows 10 version is different yet 1703s work while 1709s do not.
Things I've done:
1. Followed the agentless scanning guide.
2. Completely disabled any firewall settings.
3. Completely removed anti-virus
4. Tried a different user account with admin rights
5. Scanned by IP rather than Computer name.
6. Disabled any domain required group policies.
7. Refreshed the .xml file from Ivanti
I'm running out of options and was wondering if anyone else is having this issue using agentless scanning on Windows 10 1709?
Thanks
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How do I set a field to proper case in an expression?
I'm setting up LDAP mapping fields and one limitation is that all names are in uppercase in AD.
They would like to have the first and last name to appear like "John Doe" instead of "JOHN DOE".
I don't see an expression text function that can accomplish this. I would imagine that if we had a ToProperCase, that would work.
The only thing I have found is a way to make all text either upper or lower but not a mixed variety.
$Trim(ToProperCase(givenname)) is what I'm looking for. Any ideas how to make the first letter upper case and the rest of the letters lower case?
Thanks in advance!
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