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How can I display text to an approver in an approval request but not in the service request itself?

August 17, 2018, 7:18 am
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I want to display text to a service request approver that appears only in the approval request, for a specific service request template.

Ideally this would be only until the request has been approved.

 

A colleague suggested I use a visible expression so it only appears after the SR has been submitted, using the recid but that doesn't work as it always displays:

[parent.]RecID != ""

 

I tried also where the logged in user is the same as the approver, but if the approver is also the requestor it displays before the SR has been submitted:

CurrentLoginId() == Authoriser_SSO

 

Any ideas please?

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Team Calendar

August 30, 2018, 11:50 pm
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Dear community,

I recently discovered the Ivanti Webshop where I was able to download the Team Calendar app for Ivanti (formely HEAT) Service Manager.

 

Unfortunatly I ran into some problems after importing the metadata-package. On the first view it looks like everything works as designed. The conditions to verify the import mentioned in the document are also met.

 

I recognized that there  might be something wrong was when I wanted to change the color of the schedule types. I was looking for the Business Object OnCall_TimeOffSchedule but I couldn't even find it.

 

Before things get worse I am going to push back a copy of my database from production tenant to staging.

 

 

So my question is now: Is this metadata package compatible to the latest version of Ivanti service manager? If not, is it going to be customized?

 

I think it is a great feature to start with. We want to extend it's function afterwards to automatically create records based on a logic. E.g. for early stage, late stage and on call duty.

 

holger.weeres@heatsoftware.comAlan.Taylor

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New Approval Status

August 15, 2018, 6:48 am
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Is there any way to add new statuses to Approvals and have them update based on a Get Approval block? I added some new statuses, but when the approval votes are updated with these new statuses (in this case "Successful"), they are not updating the approval itself. The approvals still say pending.

 

I want the email recipient to be able to respond via email to a Change, and then update a field with the response. I thought a good way to go about doing this was through approval votes -- but I can't seem to figure it out.

 

Approval votes:

 

Approval:

 

In the workflow "Get Approval" block there's only two options -- Approve if and Deny if. Is there any way to handle more states than this?

 

If not, then the other way I would want to do this is to send out an email to the recipient and allow them to respond with the field value and update the field. This might actually be a better solution but I'm not entirely sure how to accomplish this.

 

Thanks,

Tim

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Documentation About Support Software Distribution in ISM

September 7, 2018, 12:56 am
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Hi,

 

I check the file named "Ivanti Service Manager 2017.3.1 Premise Release Notes.pdf" inside the ISM installer, there is a line stated

but I couldn't find any documentation how to configure this in ISM.

 

I check this article Ivanti Service Manager 2017.3.1 Download  but in the "Ivanti Service Manager 2017.3.1 Production Release Notes.pdf" file it doesn't mention about the Support for Software Deployment using Ivanti Endpoint Manager.

 

Regards,

Dodiy

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My Items Dashboard Configuration

August 27, 2018, 7:22 am
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Does anyone know how to set up the command for "My items - Show Record"?

 

I didn't like the default dashboard part, so I created a new one as a dashboard list so we could reorder the fields and show some others that the OOTB dashboard part did not show.

 

The problem is, I cannot figure out how to change the list command to bring the user to the record -- it doesn't simply work to just user the "Open Record of Type" command like it would with other objects.

Does anyone know how to set up this command? I tried using the below but it didn't work. Couldn't figure out what to do.

 

 

Thanks,

Tim

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Remove commonly used words from Object Matching

August 16, 2018, 8:32 am
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Is there a way to specify words to ignore when object matching? I find the search function matches a lot of words that we would like to ignore, but I haven't come across a way to configure the search to prevent these words from affecting the search.

 

Thanks,

Tim

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Reporting on windowless actions - actioned by who and when

September 23, 2010, 1:17 am
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Is it possible to report on a windowless action such as 'Authorised'.  We are trying to create a crystal report to show when a report was authorised and by who.

Any information on how to acheive this appreciated.

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Re-open Fulfilled Service Requests in Self Service

August 31, 2018, 2:29 am
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Hi,

 

I'm trying to create a button in Self Service that re-opens a Service Request if it is in the Fulfilled state. I have created a Quick action for this, but can't work out how to actually add this into the view.

 

Could you help please?

 

Thank you

 

Emily

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Setting up UnRead Flag in Tasks

August 30, 2018, 6:25 pm
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Hello,

 

I'm trying to have the UnRead flag show in Task lists and forms. I've mirrored the settings of Incidents and have gotten the UnRead flag to show up in Tasks, but only after I change the Task Owner as this updates the ParentOwner field in the email or note.

 

Unlike Incidents, the ParentOwner field is not updated when an email or note is created from a Task. Does anyone know what is triggering the ParentOwner field update for new email/notes from Incidents/SR/Change?

 

Thanks,

 

John

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Calculate the time an incident was open for

August 31, 2018, 2:13 am
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We are currently configuring ITSM and in the Incident module we have 2 rules to set 'First Call Resolution' as true if an incident goes from 'logged' directly to 'resolved' or 'closed'. However we have always historically also calculated a first call fix as any incident being closed within 30 minutes of it being opened, so I also want to calculate how long an incident was open for and, if that time is 30 minutes or less, set 'First Call Resolution' as true.

 

Could I use 'DiffMinutes' to calculate the difference between 'createddatetime' and 'resolveddatetime' and have that populate a field and then set a rule to populate 'FirstCallResolution' as 'true' if it were less than 30 minutes?

 

Or am I barking up the wrong tree and is there a better, or existing, way to do this? (We currently/used to calculate this by extracting all closed tickets for the month and use an Excel formula to work out the time difference and then capture all of those less than 30 minutes, so I guess I could always do it by post-processing a closed incident report?)

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failed to load user personalziation settings

August 15, 2018, 11:26 am
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Hello,

 

Since we upgraded to 10.1, I am seeing random fails of personalization. Not on a large scale but some users fail every day. I'm not sure where to start looking.

 

LogName=AppSense SourceName=AppSense Environment Manager. EventCode=9652 EventType=2 Type=Error ComputerName=* User=* Sid=* SidType=1 TaskCategory=The operation completed successfully. OpCode=Info RecordNumber=101927 Keywords=Classic Message=Failed to load user personalization settings for application outlook.exe.

 

Thanks for any help!

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Self Service Catalogue

September 7, 2018, 3:23 pm
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Hello:

In the Self Service of Service Desk 2017.3 by LANDESK, how to hide the text enclosed in red in the Service Catalogue?

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Self Service Catalogue

September 7, 2018, 3:23 pm
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Hello:

In the Self Service of Service Desk 2017.3 by LANDESK, how to hide the text enclosed in red in the Service Catalogue?

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Web API

March 12, 2018, 12:58 am
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Hi All,

 

 

I have a web application in our IP Management system which creates a config file for the subnet management. I want that when this config file is created, a task is automatically created in HEAT (Ivanti SM) and this config file should be attached to this Task record in HEAT. I want to achieve this using Web API.

 

 

Has someone already done something like that? I will really appreaciate some inputs on how I can achieve this (if this is even possible) as I don't have much expertise with Web APIs.

 

 

 

 

Thank You.

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Window Copy Rules - User Details - Web Portal - Incident / Request

September 8, 2018, 2:09 am
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Hi,

 

We are having an issue with window copy rules on the Web Portal.

 

On our User Window we have : Requested for, Email, Phone, we also have other related fields , Company, Location , on "initialise" the form populates Requested For , Email , Phone but not Company or Location.

If you change the User via the dropdown these fields populate, although Company and Location are both set to "Initialise" and "On Change" in the window copy rule.

 

Any help would be appreciated?

 

Cheers

Andy

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2018.3 - Download and Windows Server 2016

September 4, 2018, 6:02 am
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I see on the download page that 2018.3 was scheduled for release on 8/31/2018 but I'm still not seeing the link yet. Is this being delayed?

 

Is the new version going to officially support Windows Server 2016 and MS SQL 2016? I would like to upgrade all my on premise servers to 2016 when I go to Service Manager 2018.1.1 but I don't see that IPCM officially supports it yet.

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Need to replace boot wim

September 8, 2018, 10:58 pm
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I can replace out boot wim with the clean one, but I cannot locate an exe called osd.upgrade.exe, like the instructions say to do. I've searched the whole core server, but I cannot find it. Can I just replace the wims and be good to go?

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Is there a way to determine what a Join block is waiting for?

September 9, 2018, 6:17 pm
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I have a complex workflow behind a request offering that is getting stuck on a Join block. I am trying to work out exactly which part of the workflow is causing this issue as all the expected tasks have completed (i.e. viewing the workflow instance doesn't show anything highlighted in yellow). Is there any way to determine exactly what a Join block is waiting on? I have tried deleting the Join block and recreating it, then reattaching all inputs to it but this does not seem to have worked.

 

I don't really want to have to recreate all the If and Task blocks if I can help it as there are quite a few and they have a bit of detail to them. Also, given this is a request offering, I can't easily export the workflow either.

 

Also, while I am at it, there is another part of the workflow where if any particular task fail I want to send an email. The workflow validator is telling me that I need a join before the Notification block, but if I put a Join there, it will expect all the tasks to fail before sending the email. How do I work around this?

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upgrade our WaveLink Client License Server from WIN 7 to WIN 10.

September 9, 2018, 7:20 pm
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we would like to upgrade our WaveLink Client License Server from WIN 7 to WIN 10. How Can I move out all licenses from WIN 7 machine and put in WIN 10 machine. Pls adv if any i need to pay attention before doing upgrading. @

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Employee Data Feed - Update all records with matching Employee ID

August 30, 2018, 6:36 am
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We have a feed set up that marks which employees need to be disabled and then runs a workflow to disable them. It works fine except for in the case that one employee has multiple user accounts sharing the same Employee ID.

 

This is expected function as normally you would want to do a match on an entirely unique field, but in our case what we actually want to do is update all accounts sharing a certain Employee ID.

We can't really change our feed because the Employee Deletes file comes from AD and any field we would use to find their account within Ivanti would have the same problem with not being unique.

 

My question is, is there any way to use a data feed to match on all records that fit a certain criteria and update them (i.e. sharing the same Employee ID)? As I said this is not a common case, but it is one that comes up.

 

Thanks,

Tim

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