Regional Symantec Platinum Partner looking to significantly expand our flourishing Symantec-Altiris Pratice. Seeking Systems enginerring talent to join our firm. Certifications required (EV, SEP, BE, Altiris)

Please feel free to reach out to me for additional details of position and benefits associated

John E. Gibbs
Senior Technology Consultant
ACP-Arlington Computer Products

800-548-5105 xt 165
Cell; 414-737-6886
jgibbs@arlingtoncp.com

Our test and development servers got patched last night, including the IIS patch in MS10-040.  Today when our users went to test, the workflows wouldn't load and there were lots of errors in the Event log.  So, heads up to not install that patch to your Workflow servers.  The MS KB article for the patch (KB982666) and the Altiris KB53303 referencing it notes that it shouldn't be installed unless a prerequisite hotfix KB973917 is also installed.  Symantec is updating the PMImport rules for Patch Management to address this, however the actual patch itself does not seem to verify its prerequisite is there.  Our server guys used an alternative product to deploy the patches.

After reviewing the Servicedesk 7 customization guide (Pages 34-35), and knowing that SLA's (Service Level Agreements) were important for Incident Management, I began my quest to modify the SLA for Problem Management.  I had made all of the changes necessary, and created a few problems from my incident pool.  However, I noticed that none of the due dates or late dates had changed.  Where had I gone wrong?

Well,  as it turns out, I did everything correctly.  Further research showed that, during the development and documentation of Servicedesk 7.0, although not required by ITIL, it was thought that having a configurable SLA for problems might be useful for customers.  So a preliminary implementation workflow was started, and included in the customization documentation. After release and further review, it was decided that, since ITIL does not have a SLA requirement for Problem Management, that this documentation and preliminary workflow...

Now with Workflow 7's ticketing and reporting functionality you can add status and reporting to your processes quickly and easily.

I recently had to build a "Proof of Concept" (POC) for a client proposal that we are working on. The client wanted to generate reports using Workflow to track a process for auditing purposes.

Now as many of you know, in past versions of Workflow we would've had to create a report like this in a couple of different ways: we could have developed a Web Forms Reporting Dashboard or a SQL Reporting Services report. Both of these options would have required some significant development time and additional cost to the project.

Ticketing Functionality

Some of the new ticketing functionality that was created for ServiceDesk 7 in Workflow allows us to develop these reports quickly and easily.

I think it is important to note the ticketing functionality wasn’t developed...