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toomas | 10 Apr 2012 | 1 comment

The SD.CloseIncidents that comes with ServiceDesk 7.1 SP2 does not work with Incidents that have subtasks. Incident datatype only includes one of the TaskIDs and only one task will be closed. This will also mess up the incident a bit.

The project can be modified to include a loop through all the tasks that are part of this process and send a closing message to each of these. The approach is rather brute force one, as it does put messages in the queue for all the tasks that were in the incident, including closed ones. However, Workflow does seem to properly clean it up afterwards either way, based on my quick testing.

This is only one way of achieving this, I do not claim it to be the best or most efficient way.

All the usual disclaimer things apply:
- Don't do this in your production ServiceDesk before testing it.
- Consider this an idea or example.
- It is a customization and is not supported.

Customize the SD....

BRING | 29 Mar 2012 | 0 comments

We saw the following error.  

 
Database integration strategy failed due to an error: Invalid object name 'dbo.sysdatabases'.
System.Exception: Database Configuration could not be installed correct. Installation cannot be continued
   at Symantec.Workflow.Installer.InstallerManager.Run()
 
The resolution of this was to open SQL Manager, and then follow the steps below:
 
1.  Click Security >Logins
2.  Right Click on the Account the is performing the install
3.  Make sure it's default Database is set to Master.
4.  Click OK
 
 
You now should be able to run the installer successfully.  
BRING | 09 Feb 2012 | 0 comments

Many user have expressed dismay at seeing duplicate date information when they generate custom reports in Servicedesk.  The simple answer is that when generating the report they are including too much information.  In addition to the standard process and incident fields, they are also electing to show All Tasks.  This automatically adds duplicate date information to the report, and is unnecessary.  Simply remove that from the report, and you will have the output date formatted that you require.

ianatkin | 16 Jan 2012 | 1 comment

I attended a SQL Server user group just before christmas and I found it pretty illuminating. Well worth the trip out. Altiris administrators have to wear many hats, and SQL Server knowledge is more than useful -it's critical for a smooth running Altiris setup.

I strongly advise you join a SQL User group near you. At mine they provided free pizza and we could bring in a beer from the bar downstairs.... Not that this was my primary reason for going of course....

http://sqlserverfaq.com/

You might not of course understand what they are saying,  what they are doing, or even why they are doing it... but in time you might ;-)

And making connections with SQL admins could turn out to be very useful in a time of need. And, I am of course assuming you are already a member of your local Altiris Group... right??!?

Kind Regards,
Ian./

ohzone - CherylPeterson | 26 Oct 2011 | 0 comments

Here is the list of top 20 ServiceDesk 7.1 Technotes for the past quarter. Browse this list and see if your issue is listed here

Document ID Document Title
HOWTO50304 ServiceDesk 7.1 Licensing Error Messages and Troubleshooting Ideas
HOWTO49691 Installing or Upgrading Servicedesk 7.0 MR2 to 7.1 - Using a Domain-based Service Account
DOC3538 Symantec™ ServiceDesk 7.1 and 7.1 SP1 Release Notes
DOC2150 ServiceDesk Customization Guide
DOC3929 Symantec™ ServiceDesk 7.1 SP1 Implementation Guide
...
ohzone - CherylPeterson | 26 Oct 2011 | 0 comments

Here is the list of top 20 ServiceDesk 7.0 Technotes for the past quarter. Browse this list and see if your issue is listed here

Document ID Document Title
HOWTO50304 ServiceDesk 7.1 Licensing Error Messages and Troubleshooting Ideas
HOWTO49691 Installing or Upgrading Servicedesk 7.0 MR2 to 7.1 - Using a Domain-based Service Account
HOWTO21512 How to Enable Active Directory Automatic Passthrough Authentication to Work with ServiceDesk and Workflow on Windows 2003
DOC2150 ServiceDesk Customization Guide
...
toomas | 13 Oct 2011 | 0 comments

I would not put both users and groups into the same dropdown. Reasoning behind this is that then the collection for dropdown would have to use the correct variable type for eventual assignment (AssignmentTarget). To get the entire list into the right type, there would have to be a loop doing steps 3-5 above for all the users to be put into the list and similar for groups as well. I do not think this is not a good idea as it will increase the already annoying loading time of the form. If two dropdown lists at the same time are confusing, radio buttons to select desired assignment type (group/user) would seem to be appropriate answer.

All the usual disclaimer things apply:
- Don't do this in your production ServiceDesk before testing it.
- Consider this an idea or example.
- It is a customization and is not supported.

If you have modified the SD.Feeder.TechnicianIncidentForms already, make sure you have a backup of it, before making these...

InsentraCameronM | 05 Oct 2011 | 0 comments

Here are the steps to reopen a closed incident ticket in ServiceDesk 7.1:

  1. Open the ServiceDesk portal.
  2. Click on the Tickets tab.
  3. In the My Open Tickets webpart, find the closed ticket that you want to reopen and click on the ID, ie IM-000021.
  4. When the ticket’s process view page opens, on the right hand side of the page under Other Actions, click on Reopen.
  5. On the Reopen Incident Confirmation page, under Reason for Reopening, type a reason for reopening the ticket and click on the Reopen button.
  6. Review the text and then click close.
  7. Work the new ticket that is generated.

Note: The reopened incident will have the same title but a new ID.

toomas | 29 Sep 2011 | 0 comments

This comes from a Connect thread with question about the 'Primary Contact does not exist' error:
https://www-secure.symantec.com/connect/forums/specified-primary-contact-does-not-exist-portal

References to specific components and steps are based on 7.1 SP1 version of the webform, I don't expect the flow to be much different in earlier versions but I don't have test boxes for earlier versions right now to verify that.

How it is built to work:

If you type 'user' into the field and click 'Check if User Exists' button (the one with person and checkmark), this result is expected. If you look at the workflow behind this button, it searches for user by e-mail address field, using the contents of that field. The intended usage of this functionality is to click it after entering full e-mail...

toomas | 28 Sep 2011 | 5 comments

The steps below should do the trick for the Idea from this link:
https://www-secure.symantec.com/connect/ideas/assign-and-reassign-searches-should-only-return-users-are-servicedesk-technicians

I. Advanced Incident Submit Form:

SD.Feeder.TechnicianIncidentForms > Primary model > Create Incident dialog > User Interaction tab > Forms Model

The simplest way seems to be adding a check after results have been received.
1. Add a 'Configurable Collection Filter' component after 'SearchUser (8)' on 'Found' path:
- Data Type: LogicBase.Core.Ensemble.UserMan.User
- Array Variable Name: FoundAssignees

2. Edit the Filter model in that component

3. Add 'GetUserGroups'...