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BRING | 22 Aug 2013 | 0 comments

Servicedesk 7.2 Sp2 and 7.5 have a handy built in tool that allows for the bulk closure of incident tickets.  It was discovered, however, that this tools ability to remove incidents from the selection set is not properly functioning. 

To reproduce the problem:

1. Go to Submit Request > Administrative Service > Resolve/Close Multiple  Incidents

2. Search & Add Tickets

3.  From the Selected Tickets section > Click Remove option

The actual result  is that the incident ticket is not removed    The expected result is that the incident ticket should be removed from the selection set.

There are no specfic errors displayed as a result of this problem

 

Further research showed that there was missing data in the save sets of the closure process.  This has been fixed and will be available in the upcoming 7.6 release of Servicedesk.  You can also workaround the problem by...

BRING | 21 Aug 2013 | 0 comments

In Servicedesk 7.5 Mp1 - all builds, on initial incident creation, the priority of the task shown in the process view page does not match the priority of the inicident.  This can also be seen by a review of the My Tasks List report.  All tasks show with a "Normal" priority.

 

This occurs because the priorities are hard-coded for the default list of priorities.  While users can change the priority in Process View, those priorities are not available during initial incident creation.  Also, the ability to use the custom priorities that can be stored in the Application Properties are not available to the initial incident creation process.

 

This is a feature request and will be included in a later release of Servicedesk.

ohzone - CherylPeterson | 30 Jul 2013 | 0 comments

We love our Connect community members and once again we're celebrating SysAdmin day. Check out this blog to find out how we are sharing the love with you!

Happy International Sysadmin Day!

Tell us something crazy that's happened in your world and we might make it worth your time!

Santana_Villa | 23 May 2013 | 0 comments

Symantec™ ServiceDesk 7.5 MP1 Release Notes

http://www.symantec.com/docs/DOC6515

 

BRING | 06 May 2013 | 0 comments

Support for Internet Explorer 10.  

Some of you may be encountering IE 10 now.  Microsoft is considering it a critical update, and some patching and update policies are automatically installing it on computers.  If you are currently using Servicedesk or Workflow 7.5 or lower, you will probably run into some problems.

For example, the grid component will not allow you to select items in the grid, even though it is configured to do so.  There may be other items that do not function as expected.

Servicedesk and Workflow will follow the support plans for ITMS.  When support is announced on the ITMS platform for Internet Explorer 10, Servicedesk and Workflow will follow suit.  In the meantime, the latest version of IE supported is 9.  

You should consult with your patch administrators or verify that your policies do not roll out IE 10 automatically.  This will prevent a lot of headache as you move forward with...

ohzone - CherylPeterson | 15 Apr 2013 | 0 comments
As of April 2014, Microsoft will no longer offer service to Windows XP. With the deadline approaching, many organizations are either preparing or putting off their respective migration to either Windows 7 or Windows 8. With a well-crafted Windows migration strategy in place, companies can improve user productivity, enhance security, and avoid high installation costs. Symantec suggests a four-pronged approach to help ease the burdens migration can cause. These suggestions are: 
  1. Assess
  2. Prepare and plan
  3. Ready to migrate
  4. Post-migration management
Coupled with Symantec’s superior migration solutions that both simplify and secure the overall process, these tips will help your organization successfully navigate the complex process quickly and efficiently. Stop worrying about tomorrow and let Symantec help you today! To learn the best tips for successful migration, check out this article:...
mgreer | 04 Apr 2013 | 0 comments

A recording of this webcast is now available here: http://bit.ly/10xFJQP

Learn how to implement a successful Self-Service strategy that benefits both end-users and IT while fulfilling end-user expectations for IT Service Delivery.

Agenda:

  •  Evolution of Self-Service automation
  •  Key factors for a successful Self-Service strategy
  • SymantecTM and BiomniTM Self-Service solutions

Presenters:

  •  Jason Short – ServiceDesk Product Mgr.
  • Adrian Sakashita – Front Office for Symantec Product Mgr.

 

ohzone - CherylPeterson | 03 Apr 2013 | 0 comments

Getting the right endpoint management solution in place is analogous to architecting and erecting a building. So where do you start?

Read this interesting article by Patrick Spencer in the latest issue of CIODigest http://bit.ly/10xDpJq

Screen Shot 2013-04-03 at 2.41.52 PM.png

Santana_Villa | 26 Mar 2013 | 0 comments

Product or Solution release details includes the following:

  • Version
  • Release Type
  • Release Date
  • End of Life
  • End of Limited Support
  • Last date for patch releases
  • End of Support Life
  • Last date to contact support

To get that information follow the steps below:

  1. Go to Supported Products A-Z  page.
  2. Select the product from the list
  3. On the right side box named “Product Support” select “Release Details”
  4. The information for selected product will be loaded on the main page.
  5. Use the dropdown menu to select the correct version of the product you are looking for.
  6. Example: see direct link to...
ianatkin | 21 Mar 2013 | 0 comments

Good news from Symantec CEO Steve Bennett has arrived in the form of a Customer and Partner letter.

The important bit for us is that Endpoint Management is explictly listed as being a critical part of the Symantec portolio moving forward. This is something which was not clear in the previous company strategy annoucement.

He closes by saying,

"Despite any rumors to the contrary, all of these technologies remain a critical part of our product development and overall portfolio. We believe that through greater alignment of these technologies, Symantec will improve our product integration to help you improve and simplify your end users’ IT experiences"

I'm blogging this out as I know there are many Altiris Administrators out there who will let out a huge sigh of relief on this one.

Kind Regards,
Ian./...