Video Screencast Help
Endpoint Management Community Blog
Showing posts tagged with ServiceDesk
Showing posts in English
ohzone - CherylPeterson | 15 Feb 2013 | 1 comment

The Endpoint Management team is gearing up to celebrate another successful event at Symantec Vision. Filled with new sessions and the same 1:1 access to Product Management and Development, it’s time to register and start customizing your Vision Experience.

This year, Vision is all about the extras—including new types of breakout sessions and hands-on labs, expanded networking opportunities, and even more flexibility to customize your Vision experience. You might even win the chance to choose your own Grand Prize. So register now, and then visit the Vision website to:

  • Explore the Vision Session Catalog. Then choose sessions that will help you embrace BYOD and support all the different devices across your organization or...
Kavitha Gowda | 12 Feb 2013 | 0 comments

ServiceDesk Pack 7.5 for IT Analytics 7.1 SP2 User Guide is now live at the following location:

http://www.symantec.com/docs/DOC5639

 

ohzone - CherylPeterson | 24 Jan 2013 | 1 comment

The Vision 2013 Call for Papers is now open.

Do you have a case study featuring successful implementations of Symantec products? Or best practice tips and trick using Symantec solutions? The Vision team is now accepting proposals for sessions at Vision 2013 Las Vegas.

To apply, simply provide a brief summary of what you would like to cover in the session and why it would appeal to Vision attendees. The Vision team will respond to all applications by February 21, 2013.

UPDATE: The deadline to submit your Papers has been extended until February 21, 2013

You can submit your proposal...

mgreer | 21 Jan 2013 | 5 comments

This webinar discusses the new features and capabilities for configuration now available with ServiceDesk 7.5 for quick, effective remediation of end-user incidents, system problems and change management.

Topics / Agenda:

Incident Classification
Service Queues and Routing Rules
SLA Management
Automated Notifications
Rulesets
Best Practices

Webcast duration 47 minutes

Access the prerecorded webcast here: http://bit.ly/11UyRAY

BRING | 18 Jan 2013 | 1 comment

Recently, a Servicedesk 7.1 Sp1 user encountered a very perplexing problem.  When resolving incidents, the amount of time required for the process viewer to refresh and show that the incident is resolved or closed is normally a short time (2-3 mins).  However, this users system was not showing the incident resolution until anywhere from 14 - 40 minutes after the Close Incident task was completed.

Thru SQL profiler trace, and Info level log review, it was discovered that this issue surrounded incident escalations.  Further analysis showed that in the SD.IncidentManagement project, in the Initial Diagnosis Model, under the Event Configuration tab of  the Initial Diagnosis dialog workflow component, in the Escalation Configuration section,  there was an escalation named “Scheduled”.  It has a decision model with 40 elements in it, and was running every 10 minutes.  It was designed to be sent out for a scheduled re-opening of...

Ludovic Ferre | 02 Jan 2013 | 0 comments

It looks like we tried to push out some update before the worl did _not_ end :D.

File name: symantec.pl.xml
File hash: f66d34f93a3b240f0fa2f908428051b4
File date: 2012-12-20 10:31
File size: 13,727,806 bytes (~14MB)
Release date: 2012-12-21

Additional information:

  • ProductListing definitionName="symantec_v2" majorVersion="7" minorVersion="1" buildVersion="11"
  • Some changes occured in the package tree, as shown below with some prunning being done and Service Desk 7.5.1 being added
--- tree-737a531d1c28c34bd7b73f14e0633578.txt	2013-01-02 12:09:19.000000000 +0100
+++ tree-f66d34f93a3b240f0fa2f908428051b4.txt	2013-01-02 12:12:01.000000000 +0100
@@ -1,4 +1,4 @@
-tree-737a531d1c28c34bd7b73f14e0633578/
+tree-f66d34f93a3b240f0fa2f908428051b4...
ohzone - CherylPeterson | 06 Nov 2012 | 0 comments

Twitter users @SymantecEMM has changed it name to @SymcEndptMgt ! Follow us for news and information from the Endpoint Management team!

You'll be glad you did!

hugo_parra | 09 Oct 2012 | 3 comments

Continuing our commitment to help you, our users, get the most value out of the Endpoint Management solutions, the product team is sponsoring twelve groups on Connect. In these groups, you will find the best how to videos, articles, and product extensions available. By participating in one or more of these groups (depending on your needs and interests) you will gain access to best practices and content that has been reviewed by our subject matter experts. You will also find access to insightful advice from other users and a trusted conduit for submitting ideas for new content and improvements to our product team.

All these groups are live now! We encourage you to join these sponsored groups and start collaborating with our product team to make our solutions as valuable to you as they can be.

For more information on what a sponsored group is and for instructions on how to join and contribute, see the following article:
...

jasonfo | 18 Sep 2012 | 0 comments

If you have ever needed to create a report but dont know what table you are looking for this might help you out. In my case I had to find something that had the "Publisher".

 To look for columns in view...

USE
Symantec_CMDB
SELECT
V.name AS View_name,
SCHEMA_NAME(schema_id) AS schema_name,
c.name AS column_name
FROM sys.views AS v
INNER JOIN sys.columns c ON v.OBJECT_ID = c.OBJECT_ID
WHERE c.name LIKE '%Publisher%'
ORDER BY schema_name, View_name;

To look for columns in tables...

USE
Symantec_CMDB
SELECT t.name AS table_name,
SCHEMA_NAME(schema_id) AS schema_name,
c.name AS column_name
FROM sys.tables AS t
INNER JOIN sys.columns c ON t.OBJECT_ID...

Aryanos | 04 Sep 2012 | 1 comment

Many companies like to use an DNS alias so that users can easily reach a web page. An example would be for users to just type in "servicedesk" into the browser and have it redirected to the Service Desk page. However, doing this in Service Desk is a little tricky to do because it may crash when only an alias is created when trying to reach http://servername/processmanager. Here are the steps to make it work properly:

  • Create a DNS Alias that points to <servername>.<domain>.local on your DNS server (http://support.microsoft.com/kb/168322)
  • Go on the service desk server and open up IIS
  • Expand Sites and click on Default Web Site
  • Under IIS heading you'll see ASP. Right-click on it and Explore
  • Make a copy of default.asp
  • Edit default.asp to the following:
<%
Select Case Request.ServerVariables("...