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Many of our clients are reporting a diagnostic on High priority events "Test failed with error 'HTTP status code 120'" What is causing this?
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GDPR
Has anyone had an official line from Ivanti around GDPR and service desk?
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How to assign organization unit based on LDAP department attribute
We currently assign Org Units through the LDAP import based on email address:
$(if IsRegexMatch(ParseDN(mail, 0), /my.sinclair.edu/i)
then "Student"
else "Staff/Faculty")
I would like to change that to use the department attribute so I can publish service requests for specific departments. So if the department attribute is empty, they should get "student.". If the department is "1234" (for example) then it would be assigned "HR" or if the department is "4321" then IT, any other department number would be assigned "Staff/Faculty".
I want to make sure I get the syntax correct. Help please?
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How to ignore leading zeros in a pick list used in a request offering
We have an employee ID field with nine digits and most of the employees have 1-3 zeros filled to the left. I'd like users to be able to submit request offerings without having to enter the leading zeros. Can this be accomplished for service requests?
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Is there a quick and easy way to bulk remove applications and items from a workspace that I want to delete?
I am doing some house cleaning and need to disassociate all applications and settings from a workspace container I want to delete. Short of editing the access control property of each item, is there a way that I can do this easily in bulk? Also does any one know how I might be able to export all application items and properties to an excel spreadsheet?
Appreciate the help?
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Template in Service Request description field not working fine.
Hi everyone,
Would like get some helps to fix the issue.
Issue: Template in Service Request description field not working fine.
Description:
- The template design was design in Service Request description field through template designer.
- When user raise certain Service Request item, they will also need to up the information in the field.
- Usually I will design the template in Word field then only copy and paste it into the description field in Template Designer > Service Request (Please refer to screenshot below)
Screenshot of how the Service Request suppose be like
Screenshot of how the Service Request looks like now
Troubleshoot steps taken.
1. I change the description back to none and change to HTML again. *It didn't work*
2. I remove the description field from Service Request main window then save and put it back then save. *It didn't work*
3. I create another template and apply the template. *It didn't work*
4. I rebuild the Service Catalog. *It didn't work*
Current Ivanti Service Desk console version is 2018.1
Thanks in advance.
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Portal is missing the Launchpad
I have had a couple clients whose portal is broken. It doesn't have the launchpad and a reboot doesn't help.
Anything I can try to get it back other than uninstalling and reinstalling the agent?
Running Ivanti 2017.3 SU3.
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Software Packaging
What do you use for repackaging software? We have a lot of smaller applications that are undocumented or have complex configurations that are very difficult to create silent installs if at all. I have tried the new InstallEase with no luck. Does anyone have any recommendations on the best way to address these issues.
Thanks in advance.
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How do I schedule the back up of Service Desk - Design, process, templates, Business Objects etc?
Hi,
Can someone please let me know how do I schedule the back up of Service Desk for Design, process, templates, business objects, Attributes etc?
I have tried taking manually and it took couple of days to finish. Is there any way we can schedule it?
We have scheduled the DB back up but I could not figure it out about the process design back up scheduling.
Thanks,
Deepali
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Display tasks and status in the Self Service Mobile interface
Has anyone figured out a clean way to display tasks associated to incidents or service requests in the Self Service Mobile interface?
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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.
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.
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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Connecting IVANTI SM to Client Chatbox
I have an interesting situation at hand
I have a client who utilizes an on premises chatbox solution with Artificial Intelligence to engage her customers, but they want that chatbox solution connected to IVANTI SM so that incidents and request from the chatbox are seen on SM for them to be treated
1. How can this be achieved using Heat API
2. Should the connection be done on the chatbox or on IVANTI SM
3. Has anyone done this before
4. How can we utilize the ivanti workflow if the connection was successful
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Escalation Schedule Exceptions (ISM 2017.2.1)
Hi,
We are currently experiencing an issue where certain exceptions that we capture within the Task.WorkOrder-Completion schedule reflect as a Escalation schedules of their own. This appears to be affecting the creation and linking of the Task.WorkOrderEscalation watch record to the External Task objects, which ultimatelymeans no Target completion & escalation information is available for the External task.
When we deleted of one of these schedules it resulted in all of these "Duplicate" schedules being deleted, unfortunately that including the Task.WorkOrder-Completion schedule along with hundreds of exceptions in it. Although this resolved the issue of the Escalation watch record not being created and linked to the External task, it unfortunately is not the Ideal solution as it means recreating the Task.WorkOrder-Completion schedule and recapturing the hundreds of exceptions that were originally there.
Has anyone ever experienced a similar issue and manged to successfully resolve it without having to recreate the schedule and the related exceptions?
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CBA Not Loaded - Use DNS Setting Inquiry
We're having an issue with another IT Unit on our campus in which their "Common Base Agent" is not loaded.
This has not been a common issue among our IT unit, but our group is the product owner of IEM, so we are often enlisted to support these units with IEM issues.
We have narrowed down their issue as much as we possibly can at this point.
Their agents seem to work just fine when we test them, we've narrowed down that the issue is not the result of their image during deployment, they recently installed the agent via self-contained and we verified their agent is up to date.
They said they are having to run a command on almost all of their clients to get the CBA loaded, while this "technically" works, it is not a FIX. This is just a band-aid for a larger problem, and we are dedicated to help get this working for them.
According to the following article (How To: Fix the Common Base Agent Status Not Loaded Issue ), selecting "Use DNS" in "Agent Status Options" could be a fix if they cannot connect to the following url https://[client IP]:9595/, which they cannot.
However we are worried about what this might affect making this change. We know this will cause remote to connect via hostname rather than IP, correct?
Will we have to redeploy agents? What consequences could turning this on have?
Know that we not only support Centralized IT but several distributed IT groups across campus, so we are nervous about making a big change, when the consequences are not fully known.
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EM Personalization Templates
Here is a list of all the EM templates and their location. As new ones get posted I'll update this list in this thread.
Landon.
Template Name - Location
- Word - OOB
- Excel - OOB
- PowerPoint - OOB
- Outlook - OOB
- Clip Organizer - OOB
- Graph - OOB
- InfoPath - OOB
- Media Catalog - OOB
- Picture Manager - OOB
- Project - OOB
- SharePoint Workspace - OOB
- Visio - OOB
- Internet Explorer - OOB
- Windows Media Player - OOB
- Acrobat Reader - OOB
- Lotus Notes - OOB
- Firefox - OOB
- Remote Desktop Client - OOB
- Accessibility Keyboard - OOB
- Audio and Sounds - OOB
- Tablets - OOB
- Visual Settings - OOB
- Action Center - OOB
- Active Setup - OOB
- General Folder Settings - OOB
- Libraries - OOB
- Links - OOB
- Mapped Drives - OOB
- Mapped Printers - OOB
- Network Location Shortcuts - OOB
- Search Folder Options - OOB
- View Folder Options - OOB
- IE 10 Cookies - OOB
- IE 10 History - OOB
- Input Keyboard - OOB
- Mouse - OOB
- Mail Signatures - OOB
- MAPI Profile - OOB
- Input Language - OOB
- Language Bar - OOB
- Locale - OOB
- MUI - OOB
- Certificates - OOB
- Credentials - OOB
- Notification Area - OOB
- Start Menu - OOB
- Start Menu - Recently Launched Applications - OOB
- Taskbar - OOB
- Toolbars - OOB
- Icons - OOB
- Themes - OOB
- Windows Color and Appearance - OOB
- Account Picture - OOB
- ClearType - OOB
- Icon Position and Views - OOB
- Screen Saver - OOB
- Visual Effects - OOB
- Wallpaper - OOB
- Acrobat - Acrobat and Acrobat Reader Template
- BlueZone - Rocket Software - BlueZone
- Snagit - TechSmith - Snagit
- iManage - Office 2010 - [Legal] iManage + MS Office 2010
- iManage - Office 2013 - [Legal] iManage + MS Office 2013
- AccuRoute - [Legal] AccuRoute
- Camtasia - [Legal] Camtasia Studio
- Chrome - Google Chrome Template
- WinZip - Winzip Template
- Notepad++ - Notepad++ Template
- Cisco Jabber - Cisco Jabber Template
- AppSense Consoles - AppSense Consoles Template
- Photoshop - Adobe Photoshop Template
- Persinfo - Persinfo Template
- Visual Studio - Visual Studio Template
- Lync - Lync Template
- Sticky Notes - StickyNotes Template
- Printers - Printers Template
- Command Prompt - Command Prompt Template
- Sysinternal Tools - Sysinternals Template
- Regedit - Regedit Template
- PuTTY - PuTTY Template
- 2012 Server Manager - 2012 Server Manager Template
- Adobe Illustrator - Adobe Illustrator Template
- Angry Birds - Angry Birds Template
- Notepad - Notepad Template
- Wordpad - Wordpad Template
- MS Paint - MS Paint Template
- Calculator - Calculator Template
- Snipping Tool - Snipping Tool Template
- FileZilla - FileZilla Personalization Template
- Microsoft Management Console - Microsoft Management Console Personalization Template
- Citrix App Center - Citrix App Center Personalization Template
- AOL Instant Messenger - AOL Instant Messenger (AIM) Personalization Template
- Helios TextPad - Helios TextPad Personalization Template
- Microsoft Dynamics SL - Microsoft Dynamics SL 2011 Personalization Template
- Firefox - FireFox Template
- GoToMeeting - GoToMeeting Template
- AutoCAD - AutoCAD Template
- Taskmanager - Task Manager Template
- Windows Media Center - Windows Media Center Template
- Windows Fax and Scan - Windows Fax and Scan Template
- Windows DVD Maker - Windows DVD Maker Template
- WinRAR - WinRAR Template
- Avaya IP v6 - http://www.appsense-exchange.com/Tools/AEL00180
- Avaya IP v7 - http://www.appsense-exchange.com/Tools/AEL00181
- 7-Zip - 7-Zip Personalization Template
- Open Office - Open Office Template
- ArcGIS - ArcGIS Personalization Template
- Client Access (HTE) - Client Access (HTE) Personalization Template
- Laserfiche - Laserfiche Personalization Template
- Cute FTP - GlobalScape CuteFTP 9 Personalization Template
- Skype - Skype Template
- Track-IT - Track-IT Template
- Auto Audit - Auto Audit Template
- Beyond Compare - Beyond Compare Template
- SAP - SAP Personalization Template
- Remote Desktop Connection Manager - Remote Desktop Connection Manager (RDCMan) Template
- Microsoft Office 2016 - Office 2016 Template
- Webex - Webex Personalization Template
- WinSCP - WinSCP Template
- vSphere - vSphere Template
- KeePass - KeePass Template
- Hyper-V Management Console - Personalization Template for Hyper-V Management Console
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GetBusinessTime Calculation Issue
Hello,
We're trying to calculate the elapsed business time between the creation of an incident and its resolution, using the following formula on an attribute:
import System
static def GetAttributeValue(Incident):
TimePeriod = Incident.GetBusinessTime(Incident.CreationDate, Incident.Resolutions.CreationDate)
return String.Format("{0} Day(s), {1} Hour(s)", Math.Floor(TimePeriod.Days), TimePeriod.Hours)
When added to a query to view results, nothing is displayed. When "Incident.Resolutions.CreationDate" is replaced with DateTime.UtcNow, the calculation completes accurately and displays the proper values, but when replaced with any other DateTime attribute, nothing displays. Any suggestions as to why this may be are appreciated!
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Error 1920.Service IPCM Media Server
I get the following error when installing 2018 IPCM on Fresh Server 2012 R2 server:
Error 1920.Service IPCM Media Server
(VPMediaServer) failed to start. Verify that you have sufficient privileges to start system services.
I am a domain admin.
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Deployment template - stopping around the Agent install/update
Hi,
We're very new to EPM and are an onprem client. I've been developing our deployment template which has been going well until now. For some reason the last day or so the deployment template crashes out around the Agent Install/update settings part and then fails all of the next steps. I appreciate if I untick the "Stop processing if this step fails box" the task continues but all of the steps except join domain fail.
Nothing has changed to the template, the only settings I'm aware of that we've changed are the Patch folder location - which we moved off of the C drive due to Windows Updates every expanding content and set a policy in the Agent Reboot configuration to act as though a reboot is never needed (this latter amendment is temporary)
I know the log locations for the WinPE deployment part, but I'm unsure where to start looking for logs once the image takes over (following the Configure Target OS step) to show why we are getting this issue with the Agent install/policy update steps. Can anyone help?
This is my deployment sequence:
These are my configure agent and update landesk agent settings:
Thanks
Gary
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Incident Routing - SLA Configuration
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 to send different "ForNewIncidentNotification" emails based on the email listener
I am trying to set up 2 different New Incident Notification emails based on the listener it was received from. We have ServiceDesk@ourcompan.com and also Privacy@ourcompany.com. The listeners are correctly creating the Incident and sending out the New Incident Notification based on the "ForNewIncidentNotification" Triggered Action, however, the notification email is the same for both. Since one is strictly for GDPR requests, I'd like to customize the disclaimer in the email. I've tried a few times to customize the Triggered Action but cannot seem to figure it out. Any help would be greatly appreciated.
Thank You
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