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Incident and linked Knowledge

November 22, 2018, 2:17 am
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I had been working under the impression that in Incident when an analyst clicks "Link" or "Link and Resolve" on a Related items knowledge article that it did the following:

 

Link - send the customer a link to the knowledge item in an email, asking them whether it's helpful or not

Link and resolve - as above, but presumes it is the answer and also resolves the incident.

 

I was a bit disappointed when I found out that ootb, Link just creates a link from one to the other with no action to the customer and the latter just copies the raw text from the linked knowledge into an email (no attachments, ability to rate etc).

 

So I'm working to try and make it work like I had been led to believe it did.

 

So far I have 2 approaches:

 

1) Triggered Business Rule on Incident on link to knowledge send an email with a URL link to the knowledge

 

Trigger is an on link IncidentAssocFRS_Knowledge:FRS_Knowledge#QandA event, which then does an email.

 

After much trial and error i found the correct syntax to address the Knowledge in the email is: $([FRS_Knowledge#QandA.]RecId) which lets me link directly to the knowledge:

 

<a href="https://TENANTURL/Modules/SelfService/#knowledgeBase/view/$([FRS_Knowledge#QandA.]RecId)" target="_blank">link</a>

 

This works ok if the user already has a session open, but if they don't it kicks them out to our external auth provider and doesn't direct them back to the linked page after login.

 

Is there a way around this? i.e. is the behaviour to default back to the homescreen after external auth rather than the link provided configurable?

 

 

2) Our customers use the ResponsiveUI, so I've followed the guide to add a related bo to the incident selfservice form, and have a clickable link/box which displays the linked knowledge in a form or a link to the knowledge center - it's a bit clunky just now, but it works and I can share the method of anyone is interested.

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remove agent

December 5, 2018, 1:10 pm
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I have several agents I need to remove. The endpoint is no longer accessible to me and I wish to prevent them from checking in to HEAT.  If I delete thenm they just reconnect and appear in the management console.

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Allow Config Manager analyst importing CI without given admin rights

December 5, 2018, 1:57 pm
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Hi,

 

I am looking for a way to allow Configuration manager analyst to be able to manage data import from their workspace without

given them admin rights.

 

They often needs to update CMDB when receive new orders (cv files) and need to import data into the system

 

anyone have an idea please ?

 

Thanks

 

Regards,

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windows 7 to 10 inplace upgrade

December 5, 2018, 2:00 pm
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Howdy folks,

 

Looking learn our best practice within LanDesk to bring our Win7 machines up to Win 10 without having to do a physical visit to a large number of devices.

 

Any help or direction is greatly appreciated.

 

Thanks!

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Bug report: Whitespace showing up in HTML fields on save

December 4, 2018, 9:00 am
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Since the beginning of the 2018.3 update process (pre-UI changes) our tenant has been doing some really ugly stuff with HTML fields. We began noticing it on inbound email, when the listener copies the HTML from the message to the Description field of an Incident, it inserts TONS of &amp; nbsp; all over the place, generating huge amounts of whitespace by adding characters between tags that would otherwise not generate newlines. It also happens in the journal (especially bad when a conversation gets long, as the existing email is copied in and then gets expanded even further, so by the time you're several journals in the whole thing is a scrolling adventure) and in the Knowledge base if I copy in HTML (even clean handwritten HTML, not MS Word garbage) so it appears to be something on the backend that affects all HTML fields.

 

Anyone else seeing this?

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Security Agent Setting (audit)

December 5, 2018, 3:14 pm
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We have had a report of a security setting for device control that was changed recently. The "saved by" is NT Authority\ISUR. Is this a false alarm (from what we are told, no one with access has touched this setting)? Is there a way to see (maybe on the db level) hwo changed that setting?

 

Ivanti 2017.3

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Example of Search Method

September 11, 2018, 6:47 am
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Wondering if anyone can share an example using the Search Method?

 

I have the following below but just can't get it to work. I get Bad Request. Not sure what I"m missing.

SessionKey and TenantID masked for obvious reasons.

 

<soap:Envelope xmlns:soap="http://www.w3.org/2003/05/soap-envelope" xmlns:saas="SaaS.Services">

   <soap:Header/>

   <soap:Body>

      <saas:Search>

         <!--Optional:-->

         <saas:sessionKey>***MYSESSIONKEY***/saas:sessionKey>

         <!--Optional:-->

         <saas:tenantId>***MYTENTANTID***</saas:tenantId>

         <saas:ObjectQuery Top="1" Distinct="true" PasswordFieldBehavior="Services">

            <!--Optional:-->

            <saas:From Object="Incident">

             </saas:From>

            <!--Optional:-->

            <saas:Select All="true">

               <!--Optional:-->

               <saas:Fields>

                  <!--Zero or more repetitions:-->

                  <saas:Field Name="Status" Type="Text"/>

               </saas:Fields>

            </saas:Select>

            <!--Optional:-->

            <saas:Where>

               <!--Zero or more repetitions:-->

               <saas:Rule FieldName="IncidentNumber"  Condition="=" Value="1114">

                  <saas:Rules/>

               </saas:Rule>

            </saas:Where>

         </saas:ObjectQuery>

      </saas:Search>

   </soap:Body>

</soap:Envelope>

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Is there any official documentation with actual XML examples for Ivanti Service Manager Web Services API?

December 5, 2018, 3:26 pm
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I'm using a Java-based integration tool that requires me to create SOAP requests in XML format, not via Web Methods.

 

Is there any available documentation that uses actual XML examples? I'm currently using the following and trial-and-error via SoapUI: Ivanti SM Web Services Guide v2017.2

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Difference in Velocity client version (universal client version and device supported client version)

November 30, 2018, 12:49 am
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Hi,

 

Please tell me the difference between universal client version and device supported client version for Velocity.

I do not know where is it different for specifically.

 

 

In the case of the universal client version, does the API which can not be used exist?

 

Thanks!

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Is there a way to rollback the database from 2018.3 to 2018.1?

November 27, 2018, 7:14 am
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Seeing a big issue with the way Inbound mail process an HTML Description field that wasn't there in 2018.1.  Is there a way to rollback the database schema?  We've upgraded to 2018.3 and done some development so those changes would need to remain.

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Creating Incidents from Medxnote messages

November 22, 2018, 9:23 am
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We use Medxnote for messaging between clinicians at our hospital, and have been asked whether it would be possible for clinicians to log calls into Service Desk using Medxnote. So they would send a message containing info on what its wrong, and possibly their location and PC asset tag (if we can get Medxnote to record these)  and this would create a new incident on Service Desk. We would want this incident to appear similarly to ones logged via our Self service portal, so we would add a category and assign to the relevant support team. Does anyone know if this is something which would ne possible please?

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View Report Button in workspace

November 16, 2018, 1:31 pm
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Hi

 

why there is no view report in workspace !

 

 

is it possible to add print  button using crystal report ?!

 

thanks

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Manage requests for access to network shares

November 29, 2018, 4:39 am
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Looking to see if anyone has found a good way to manage user requests for access to shared network drives, distribution lists, etc ?

We're in the process of merging 9 legacy infrastructures (AD, Exchange and File Shares) into one.

This means we've currently got over 1000 file shares in a three tier structure, likely to expand to between 3000 and 5000, so obviously picking from a list isn't a good plan.

 

Has anyone found a good way of helping users with these type of requests ?

Think we can probably automate the process in due course, but we need to help our largely non-technical users ...

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Can i Generate Report and send it within process ?

February 28, 2018, 2:45 am
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Hi all

 

i want to send reports in web-desk through mail within the workflow

 

for example :

I have request user fill his information , and i create report using Report button, in ticket.

i want when he click on send a reminder will attach that report and send it as email . automatically

 

how can this be done ? without download then attache the report.

 

How To: Create, send and understand Multiple Attachments

 

---------------------------------------------------------------------------------------------------------

this article :Sending a report with assignments and reminders

 

but how the report will be generated .

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Bulk Actions in Workspaces created by System User

October 19, 2017, 3:35 am
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Hi, Can anyone suggest the best design method for an issue I have with Bulk Actions please.

Bulk Actions are saved as created by System and not the analyst that performed the bulk action. This causes us issues with auditing and tracking.

We still wish to use the bulk actions feature, so what would be the best design method of getting around this? I am thinking of adding another User value to the object and window that grabs the current username and saves this, so we can add this attribute to the collection when it shows the System user as Created by. Would this save as the analyst or the System user on running the Bulk Action?

The analyst could manually select themselves from a list, but this is open to human error.

Is there an automatic selection of current user that isnt overwritten by the bulk action process?

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Moving Images in Knowledge Articles

November 26, 2018, 4:22 am
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Is there any way to move images in the HTML editor when creating a knowledge article without using source code edit.

 

Our Knowledge Manager should just be able to move images as she needs to create articles, but we are unable to align the images.

 

We are trying to get the format to look as below, but the images can only be moved up and down.

We have tried to drag the image to the right but no luck.

 

Below is what the content looks like when we paste it into the knowledge article editor.  In this case we are using knowledge.document.

 

 

Thanks

Daniel

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New RCViewer - No Pop-up for permission on client side

December 6, 2018, 12:41 am
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2 Weeks ago we've upgraded our server to version 2018.3

Since then we've tried to use the new RCViewer, but are unable to since there is no pop-up on the user side when they should be asked for permission to connect.

 

Starting the regular Remote Control option works instantly and also remote control through HTTP works as it should

 

RCViewer version:     11.0.3

Agent version:            11.0.0.16

 

Starting the RCviewer isn't the issue. Connecting to the client also not an issue.

Ivanti_RCViewer_1.png

 

But when the RCViewer says it's connected to the client waiting for user permission, there is no pop-up whatsoever on the client side.

Ivanti_RCViewer_2.png

 

 

Any ideas how to troubleshoot this?

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Error in Internet Explorer when try to use API

November 26, 2018, 7:54 am
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Hello,

 

I have some issue with API and simple query similar from the guide.

After I made simple query in JavaScript and tried run on Internet Explorer then it not working, so I tested it on Edge, Chrome or FireFox and there it is working fine.

Internet Explorer report error: Object doesn't support this property or method in Landesk/Ivanti connetor file.

 

Has anyone had a similar problem and solved it?

 

I made more complicated code for Survey in Service Desk with radio buttons but also this working only on Edge, Chrome or FireFox but unfortunately client mostly use IE11.

 

This is the code:

<!DOCTYPE HTML>

<html lang="pl" style="overflow:auto">

<head>

<script type="text/javascript" src="webAccessConnector-1.1.js"></script>

<script type="text/javascript">

var webConn = new webAccessConnector({ 

webAccessUrl: "/test2.WebAccess", loginOnDemand: true,

loginUser: "sa", loginPass: "Pass"

});

 

var myQuery = { class_name: "Config._Urzadzeniatele", attributes: "Title,Class,_Typurzadzeniatele"};

 

webConn.query.runQuery({

queryData: myQuery, onLoad: handleResult, onError: handleFail

});

 

function handleFail(result) {

document.getElementById("testResult").innerHTML = "Error: " + result.errorText;

}

 

function handleResult(result) {

var myObj = result.data;

document.getElementById("testResult").innerHTML = JSON.stringify(result.data);

}

 

</script>

</head>

 

<body>

<div id=testResult>Result</div>

</body>

</html>

 

 

 

 

 

 

 

This is the error:

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Could not login into GoldMine Incorrect Password!

December 4, 2018, 11:28 am
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GoldMine PE 8.5.2.8

 

Hi, I have a working remote site installations on two PC's both running Win 10. However the installation on my server (Win Server 2008 R2) has for no apparent reason stopped allowing logins. This means the remote sync is failing to connect. There's a silent login startup script on the server that is presumably failing because if I try to log in manually I get a dialog saying "Could not login into GoldMine Incorrect Password!".

SQL Server Management Studio can connect to the database so that's not the problem. I've tried copying the GM directory to a backup directory, then uninstalling GM and re-installing from the setup.exe but even then I get the same dialog, regardless of whether I use MASTER and the default pwd or whether I use my own username and password.

I have an up to date copy of the database on one of the remote machines that is working fine. What's the best way to get the server install back up and running and synced so it has the same data that is currently on the remote?

 

Thanks in advance for any advice

 

Mike

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Windows 10 1809 und UWD?

December 5, 2018, 5:17 am
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