We are setting up our Service Desk and one of the questions that came up was associating multiple assets to a single Incident. One of the scenarios that came up was the computers in a training room are all experiencing problems. The computers are not associated with an individual so wouldn't be linked that way and we need to track that ALL of the computers were involved. Is this possible?
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Associate multiple assets to Incident
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Excel import to create Incidents
Greetings all
We are trying to use a spreadsheet for the source of regularly scheduled tickets that our Analysts need to look at. I would like to import from a spreadsheet (to start with on a daily basis) and create incidents. Now I know that incidents are not the best vehicle to do this......but all of our tickets are created as incidents - that decision was made years ago by folks that are no longer here. Currently we are running 2017.1.
So, that being said - I believe I have everything set up correctly, but nothing really happens when I run the "Import Data Mapped". I have the data connector and connection type all created and working. I then created a new scheduled import, then a import mapping. I have set up Target key attributes, set some default values, set the Lifecycle, etc. From what I am reading on the forums and the manuals, this should be the correct way to do it.
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However, all I am getting is "The operation timed out". So that is not so helpful. The import log has two lines in it.....so no help there either. The servers, network, or DB host are not taxed at all either.
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5/16/2018 11:12:35 AM : Import Started
5/16/2018 11:12:36 AM : Source count = 2
It occurred to my that maybe you cannot import into the Incident objects by design.....but I do not know. Any help or insight here would be very appreciated!!!!
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Inbound Mail Advise
Hello,
We have a setup where there are incidents and requests and both need to updated through emails. I checked the mail configuration and noticed a mapping for ONE of the requests workflow. However, the client have many workflows and want them to be updated via email along with one incident workflow. What is the best way to get this sorted as we just want to have one email address where the users respond to.
Motaz
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Ivanti REST API to update process Status
Does anyone know if you can use the restful API calls to update ticket statuses? I am getting the Error:
Attempt to set the status value of a Process.Process lifecycle object. Status attribute values of lifecycle objects can only be modified by executing a legal lifecycle action.
Example:
OR
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Working with Arrays in Boo/Calculations...
How do you? Creating an array using three or more attributes... RaiseUser.Title RaiseUser.Name RaiseUser.Phone build an array from the above. extract to a single string attribute..
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Workspace Search not returning results
I have a current support case opened, but thought I'd post in here as well to see if anyone has run into this oddity...
I had Service Desk 2017.3 loaded in my test environment, and went through the steps to upgrade to 2018.1 to continue my teams evaluation of the newer version before we make the cutover from our prod version (2016.3). In doing so, the upgrade seemingly went fine, no issues reported and it claimed to have succeeded. I upgraded my Explicit Only Framework in my instance, rebuilt the knowledge, applied the new license, then turned all configured services back on. I have two configured workspaces (one setup as Token, the other as Explicit). I logged into my token workspace and everything seemed fine until I started giving it a once over. I know that my knowledge rebuild task completed and there were results within it, however, when I try to use the search gadget, I get zero results. There are other little things like privileges that aren't getting recognized in the token workspaces if changed in the console. I've checked config files, the log file from the database upgrade, nothing seems out of order and no glaring errors in the log.
Initially, I then logged into my explicit workspace and it acted as though it was still on version 2017.3. The search gadget lost focus after one character being input and the calendar gadget was not available to add in (fixes and features in 2018.1). Not sure how that is possible but randomly I tried another database upgrade from within config center and that seems to have resolved it. My explicit workspace is working as I would expect and the search gadget returns results in a drop down as well as when you hit search
Any thoughts here on what could be happening or has anyone run into this? I've tried completely uninstalling my test environment, blowing away my configured instance, removing all traces of service desk and restoring from an old backup then reinstalling/configuring everything, and I get the same result in my token vs explicit workspaces pages.
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Vulnerability Query - Count total missing Critical and High vulnerabilites
I feel like this should be terribly simple and that im missing something, but having an issue pining down exactly what that is. I want to be able to create a query that reports a number for how many missing critical or high patches a machine has missed that have been out for more than 30 days, creating a one-to-many relationship to avoid duplicates. I currently have gone into data translation services and have been able to get a count of all missing critical or high patches, however i want to narrow that result to just display patches that have the "type" vulnerability. Not spyware, security threats, etc...
this is my current query:
"Computer"."Detected Patch and Compliance Definitions"."Type". LIKE "Vulnerability"
AND "Computer"."Detected Patch and Compliance Definitions"."Severity" LIKE "Critical"
OR "Computer"."Detected Patch and Compliance Definitions"."Severity" LIKE "High"
AND "Computer"."Detected Patch and Compliance Definitions"."Date Detected" < "GetDate()-30"
I thought that the top line would specify that i was looking for patch types relating to vulnerabilities, not security threats, however when i run the report, some of my machines (I am looking at just the ones that have 1 detected missing patch) are missing a patch relating to security threats and NONE relating to vulnerabilities. (good news is that the "critical" and "High" portion seems to be doing just fine, all of the ones that are missing vulnerability patches are missing critical or high patches).
What can i do to fix this? something tells me i simply made a mistake in my first line,
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Linking Incident Service and Category fields to Knowledge
I have a need in my knowledge articles to reference the incident validation choices for Service and category and don't know how to link them into the editor as pull down choices.
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Gateway missing
A recent install of Ivanti Service Manager and almost all functionality is present but unfortunately when trying to have the Discovery client configured using an on-premise Gateway I noticed that within the "Administrator > More" section that "Gateway" doesn't even appear as an option?!?!
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How to restrict changing incident owner team on incident to administrators, managers, the current team members, and not assigned at all.
I was trying to do it with a read only rule, but can't get it right.
I want teams to be able to change the owner of an incident within their own team, but only managers or administrators can change to a different incident team. Anyone can assign a blank team the first time, usually populated by rule on creation.
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Virtual Disk Service Error
We use a diskpart script to configure the hard drives in Dell Latitudes (7280 or 7480) for imaging them to Windows 10. This has worked flawlessly on most, if not all, of our Dell laptops.
This is the script:
select disk=0
clean
convert gpt
create partition efi size=500
format fs=fat32 quick label=System
assign letter=S
create partition msr size=128
create partition primary
format fs=ntfs quick label=Windows
assign letter=C
Now all of a sudden, I see this error :
Virtual Disk Service Error
The specified drive letter is not free to be assigned.
It appears the issue may be happening on just one of the Dell 7480 laptop. Other machines I just imaged
Has anybody seen this error when provisioning a Dell laptop to Windows 10?
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Adding an attachment in a Quick Action for an email to be sent prior to onboarding Service Request
I am working on the Item of Adding an Attachment to an email to a New Hire – for our Onboarding process Service Request. I created the QuickAction for the Service Request, and Added an Attachment to the 401K Attachment Quick Action, then add the quickaction to the workflow in the Service Request. I am able to add the attachment in the Quickaction but when I run the service Request – the emails generated does not have the attachment. (see document attached) –
Am I missing something?
See the steps in the attachment of this discussion -
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How to auto populate value on associated item selector?
How to auto populate value on associated item selector?
I created a relationship between leave and leave entitlement on leave business object. Can you advise me on how to auto-populate value on associated item selector?
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I have made a filter on the relationship as below:
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What I want to do is how to make current year (2018) auto-populate in the associated item selector?
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Incident and Service Request Resolution / Delivery watch not running
Hi all,
After upgrading our system from HEAT 2016.1 to 2016.2, I noticed that the Resolution target for Incident and Service Request no longer display as shown below:
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The Resolution escalation watch does not show up in the Escalation watch tab as shown below:
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The other escalation watches i.e. Response, Waiting and Closing still work fine. The issue is only with the Resolution watch.
I have checked the escalation engine and it is up and running. I have restarted this service as well as rebooted the server with no luck. I have tried changing the Impact, Urgency and Status of the Incident or Service Request to trigger the Resolution watch which did not also help. I have also checked the escalation log file but there are no errors which are related to the Resolution watch not being triggered.
Not sure what could be causing this. Has anyone come across similar issue and was able to resolve it?
TIA.
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How to create reoccuring child objects in calendar
I created a new Business Object based off of the "Project" Business Object. My new Business Object is designed for reoccurring Maintenance tasks. I have everything configured including the calendar except the reoccurring portion. I am not sure how to automatically create calendar items. I created a dropdown containing Weekly, Monthly and Yearly. If the user selects Weekly, how do I create a workflow that will automatically create calendar items from start date to end date every week? Thanks in advance!
I can currently create multiple child objects but I am not sure how to create a loop that creates child objects until end date.
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Clone Change with Tasks
I want to clone Change tickets with tasks, but when I do so (adding the relationship to Task.Assignment) the tasks are copied over in their current Status. Looking for a way to replicate them in a "Logged" status.
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I want to use the UI command NewChildObject to create a prefilled email
I am trying to use the UI Action to open an email that has prepopulated TO:, CC:, SUBJECT:, and BODY
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How to configure an image which is clickable?
Hi all,
I want to know if someone has ever configured an image which is clickable? That is a skype image which will launch skype for business for example?
TIA
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Is it true that you can't change the default browser from IE?
We use Goldmine from remote servers - ie remote apps.
When you click a link in GM it opens in IE. We've been told that's hard coded in Goldmine.
Doesn't sound correct to me? Surely it's part of the OS?
If it is application defined how/can you change it?
Thanks!
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GM Web login tracking
Our customer, on GM 2017 with matching version of GM Connect, wants to track the logins of their sales people. I assumed that the Time Clock in each user's User Settings, would also reflect the last login to GM if the user logged into GM Web. However, customer told me it didn't work when she tested it on a user who she knew logged into Web and logged out the same day.
So I tested it myself. We are on v2018.1.2.15547 and GM Connect 2018.1.2.15548.
I logged into a user who is no longer with us, but we've kept his username for purposes like this one. I logged into GM Web as this user and moved around in the program; scheduled an activity; completed one and did some browsing and then logged out.
I closed my desktop GoldMine to give it a chance to update the Users Settings thinking I'd give it as many chances I could. When I logged back in, went to Users Settings and went to the Properties | Time Clock of the user I tested with GM Web, it showed the last login as earlier in the year - no where close to the current day.
Is GM Web logins supposed to be respected by Users Settings in the desktop version? If not, any plans to do so?
Thank you in advance!
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