Incident Routing - SLA Configuration

May 12, 2018, 3:51 pm

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Hi

 

 

Was wondering how some of you ISM admins have your solution configured

 

 

1. Incident routing - How do you have incident routed to the specific teams. Take this scenario, when incidents are created they should be routed to the specific teams, i believe this is the functions of a business rule or workflow, an image of how yours was implemented will be appreciated, we don't want incidents seating idle and do not want a situation where team members assign themselves request, but incidents routed to the team and notified via email

 

 

 

 

 

 

2.how are your serice level agreement configured as againt each incident, and for certain teams and how is the escalation defined from level 1 - 3

 

 

The way i have learn't configuring SLA's was that i set parameters on service provider and category on classification,

 

 

I will like to understand how SLA's are configured on IVANTI and on what parameters

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How do I query Goldmine using SQL to see that 2 phone numbers in separate fields are different?

May 11, 2018, 2:28 am

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How do I query Goldmine using SQL to see that 2 phone numbers in separate fields are different?

外网环境下安装windows agent的客户端初次连接服务器异常

May 13, 2018, 8:19 am

≫ Next: Ivanti Workspace Control \ RES ONE Workspace certified

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你好,

 

我们使用的是ivanti管理控制台10.1.10.287，并将windows agent客户端安装在不同品牌和型号的计算机和台式机上。独立外网IP和CSA均有配置。

 

内网客户端基本都已根据域控部署自动安装客户端。

外网手动安装的客户端一部分可能在进入过内网环境后已成功连接至服务器，并可以在外网情况下，在每一次安全扫描后将数据更新至服务器。

但还有很大一部分外网手动安装的客户端一直不曾连接到服务器。

 

还请问下有什么方法可以解决该问题，谢谢。

Ivanti Workspace Control \ RES ONE Workspace certified

April 5, 2018, 4:36 am

≫ Next: Chrome WSG Across Environments

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Hi, can someone advise me what the latest exam is I have to take to get Ivanti Workspace Contol / RES ONE Workspace  certified? I see a lot of exam numbers online but most of them are for much older versions. Thanks!

Chrome WSG Across Environments

April 13, 2018, 8:50 am

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With the possible impending 3rd party injection ban, I need to move Chrome to a WSG.  I already have a template from APS and I suspect it'll work well.  I find using WSGs to roam anything that has a high possibly of changing between environments (physical/virtual) problematic due to its rip and replace method.  I've separated most things out because of this with a few exceptions.  I've enjoyed having my bookmarks available with app personalization which provides fairly stable syncing.  Moving this to a WSG will likely cause problems between the environments due to lost bookmarks. 

 

Does anyone have any suggestions how to deal with this?  I'd love to just redirect them like IE favorites but I doubt that's much of an option. 

Set up some time ago to limit InDesign access but not working

April 24, 2018, 1:05 am

≫ Next: Resetting file associations in Environment Manager 10.1

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This was set up some time ago to limit InDesign access but not used.  Have deployed the packages to a 2012 server successfully. I get a user cannot run cscript message but indesign still launches, no messages in event viewer nor logs on the Appsense server.

 

Set up seems correct ... but obviously is not but at a loss as to where to look first.

 

I know I need to provide more info...but what?

 

 

AppSense Application Manager Console 8.9 SP3

Part of AppSense DesktopNow

Build (8.9.544.0)

Copyright © 1999-2016 AppSense Ltd. All rights reserved.

Resetting file associations in Environment Manager 10.1

April 9, 2018, 11:55 am

≫ Next: User presonalisation is not getting saved

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Hello - I am new to administering Environment Manager 10.1. We have some users who are experiencing problems with file associations within certain applications, and we would like to reset this component of their profile, without resetting everything.  I'm able to navigate to the user's Personalization Analysis, and it's pretty clear how to reset/delete various components of their user profile. But I'm unclear where the 'file associations' would reside under the different Windows components - would it be 'Explorer Settings'?  I'd prefer not to use trial and error to figure it out, so any feedback would be appreciated. Thank you.

User presonalisation is not getting saved

April 25, 2018, 7:15 am

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Hi we have 3 users who are facing issue with presonalisation settings not getting saved

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C:\Program breaks Map Drive Actions

April 25, 2018, 10:17 am

≫ Next: SQL server sizing for hosting 11k users personalization database

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Ran into an odd scenario in our Citrix environment where we received a popup complaining about renaming a file on the root of C called 'Program'.  I noticed I was missing my mapped drives (mapped with policy Map Drive actions - Not WSG or logon scripts) on servers with this file.  EM logging shows the drive map action passed.  Deleting the file fixed the issue.  It is repeatable by simply adding a blank Program file to the root of C. 

 

I don't have much more information but thought it was interesting enough to post. 

 

Popup:

SQL server sizing for hosting 11k users personalization database

April 26, 2018, 3:36 am

≫ Next: Is it possible to Clone Personalisation

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Hi to all, have anyone experience with SQL server sizing for 11 thousand users for personalization database v10? I know, that it depends on number of requests and size of personalized profile, but there is no recommendation for that. What is for our database guys important is CPU, RAM and IOPS of MS SQL server (not Personalization server). We are thinking about full personalization of terminal server profiles (windows server 2016), avarage size of profile is up to 10MB.

 

Thanks,

Jakub

Is it possible to Clone Personalisation

April 27, 2018, 4:12 am

≫ Next: Is Windows Server 2016 CORE edition supported to host the EM and PS services?

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Good Morning,

 

I have a situation where a subset of a group of users are unable to run an application after an update to the the product, for many of the users it work fine. It appears if I delete the personalisation data for the product it then begins to work again, so there is possibly an invalid setting between versions.

To help diagnose the exact root cause I would like to clone a non working personalisation on to a test account for analysis, is this possible in any way?

Thanks

Chris

Is Windows Server 2016 CORE edition supported to host the EM and PS services?

April 30, 2018, 6:27 am

≫ Next: Using both Windows 7 and Windows 10 in Appsense Environment Manager

≪ Previous: Is it possible to Clone Personalisation

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That's really the only question I want to ask - Customer has 8 sites, two sites in London running Ivanti 10.1 FR4 with hotfix 2. All good - Running on Server 2016 Standard Edition (GUI), customer wants to know if they can deploy Server 2016 CORE for the other sites?

Using both Windows 7 and Windows 10 in Appsense Environment Manager

May 1, 2018, 7:14 am

≫ Next: How to search Service Request parameters

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We currently only have Windows 7 VDI's in our user pool and managed by Appsense.  We are getting ready to introduce Windows 10 VDI's to our user pool.

What is the best practice for creating policies and personalization for both Windows 7 and Windows 10 while we start to migrate users over?

We currently only have one personalization group and work off of one Configuration Policy.

How to search Service Request parameters

May 3, 2016, 9:56 am

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Is there a way to run a search of Service Requests, where we can search within the request parameters? For example, I want to find all the requests to grant access for a specific employee. The employee name is in one of the parameter fields in the request offering, but if I use the prompt expression I get an error stating "The function is not supported in search expressions that have a reference to any field".

Install mapped software

May 8, 2018, 12:36 am

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Install mapped software

Hallo Profis!

Ich habe ein Problem beim mapped Software Installation. Ich habe, wie in der Anleitung (Doku) steht alles gemacht.

Software Monitoring gemacht und Pakete zugewiesen.

 

Hello professionals!

I have a problem with mapped software installation.  I've done everything as described in the manual (Docu).

Software Monitoring and assigned packages.

Template (Testweise) erstellt.

Template (for testing purposes).

Computerzuordnung gemacht.

Computer assignment.

Funktion Start.

Function Start.

 

Ergebnis.

Result.

Inventar habe ich überprüft und bei einigen Tests extra angestoßen.

Was mache ich falsch?

Mit freundlichen Grüßen.

 

I checked the inventory and toasted it during some tests.

What am I doing wrong?

With kind regards.

 

 

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Agent communication with core (IP or DNS)?

May 11, 2018, 2:00 pm

≫ Next: Leerzeilen nach Replace

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EPM 2017.3

 

What does the agent sends when trying to reach the core? IP or DNS? (connecting via the CSA)

Tnx.

Leerzeilen nach Replace

May 14, 2018, 3:58 am

≫ Next: Workspaces - Can you hide a Query Gadget if 'zero results returned from query' v2016.3

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Hallo zusammen,

 

ich ersetze in einem Config-File einige Stellen per "Replace"-Kommando, Das funktioniert auch einwandfrei, allerdings ist dann in der Config-Datei nach jeder Zeile eine Leerzeile. Es geht dabei nicht nur um die geänderten Zeilen, sondern in der GESAMTEN Datei ist dann nach jeder Zeile eine Leerzeile.

 

Der Zeichensatz (UTF-8) ist gleichgeblieben. Allderings hat sich das Zeilenumbruchs-Format (heißt das so?) geändert von "Windows (CR LF)" nach "Macintosh (CR)".

Es scheint aber im DSM keine Möglichkeit zu geben, das zu beeinflussen.

 

Kann da vielleicht jemand etwas zu sagen?

 

Schöne Grüße

René

Workspaces - Can you hide a Query Gadget if 'zero results returned from query' v2016.3

May 14, 2018, 4:22 am

≫ Next: Is there any command or function that I can use to get the most recent viewed contacts in goldmine? (Goldmine .net integration)

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Workspaces - Can you hide a Query Gadget if 'zero results returned from query' v2016.3

Any help or guidance is appreciated?

 

Is there any command or function that I can use to get the most recent viewed contacts in goldmine? (Goldmine .net integration)

April 16, 2018, 4:34 pm

≫ Next: Goldmine record history with logged in user

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is Is there any command or function that I can use the most recent viewed contacts in goldmine?

Goldmine record history with logged in user

May 14, 2018, 5:32 am

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Hi All,

 

I have an application built in C# and integrated with goldmine using Gm7s32.dll.

I am using this first command to call the functions like creating contact etc...
       Goldmine.GMW_LoadBDE(@"C:\program files (x86)\goldmine\", "GoldMine: [ANSI]", "GoldMine: [ANSI]",username, password);
The usernames and passwords are hardcoded.

 

- The application is launched from within the goldmine. Is there any way to execute the command using the username and password of whoever is logged in.

 

The reason I would like this to happen is that I am creating history record of activities of the user who is logged in and who is really using Goldmine. And because I am loadingBDE with hardcoded username and password, the record history gets recorded with that username/password that I am hardcoding.
Is there any way to record history with the person who is really using Goldmine?

 

Thank you