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Showing posts tagged with ServiceDesk
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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("...
Oscar2564 | 25 Jul 2012 | 13 comments

Has anyone encountered a situation where you required that everyone in your Service Desk to administer all incidents? For example: If someone went on vacation and they forgot to reassign their incidents and someone else needed to pull the incidents from that other worker, how is this accomplished when dealing with workers in a custom group. 

These are the configurations of the group:

- Custom Group Name: Desktop Team
- Permissions: Copy permissions from Support II

- Workers are assigned to the Desktop Team
- Group Permissions: Can View, Can Edit, and Can not Administer
- User Permission: Can View, Can Edit, and Can not Administer

Support II has permissions to administer incidents but under a custom group this is not equal.

Thank you for you time!!

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...