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Showing posts tagged with ServiceDesk
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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'...

Christine Ewing | 15 Sep 2011 | 0 comments

Join us at CCIB in Barcelona October 4–6 to Surround Yourself with the kind of invaluable knowledge, quality interactions, and fun laid-back environment you'll only find at Symantec Vision 2011.

Sessions this year will start with the new Product Vision and Strategy Forum where our experts will discuss Symantec's strategic plans addressing today's challenges in building an agile Enterprise Infrastructure adopting key trends such as Virtualization, Cloud and Mobile architectures.

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The Systems and IT Management track features best practices to help you optimize client and server management processes, effectively control assets, reduce...

EvanB | 23 Aug 2011 | 1 comment

ServiceDesk 7.1

Users recieving error on log in:

Process Manager Error

Could not find [PagePersonalizationData] where [PageID] Equal [...]

Background Information:

[PageID] can be found here: Site Actions > Page List > (Select a Page) EditPage > Advanced

 

Problem Manifestation:

We were on a couple of users post making changes to the "Home" page.  One user was able to pass through without issue, using a bookmark for any account. 

The root problem turned out to be that the original "Home" page was changed or replaced.  The existing "Home" page had a different PageID from time of initial install.  The caching was forcing the users to a non-existant PageID.

 

Solution:

Import the orgininally exported copy of the "Home" page that had the...

ohzone - CherylPeterson | 19 Aug 2011 | 0 comments

Are you interested in a personalized Connect homepage, where you can choose what content and options you view? Read more on this page and take the survey mentioned to let us know what you'd like to see.

Read more: We Want Your Opinion!

ohzone - CherylPeterson | 19 Aug 2011 | 0 comments

The Windows IT Pro, SQL Server Magazine and Dev Pro Connections readers choice awards have opened up for voting. There are a number of Symantec products nominated in each award program and if you’re up for it, I invite you to visit the voting site and cast your votes. In some instances, there are more than one Symantec product per category. Since you can only vote in each category once, please just pick your favorite Symantec solution in those cases.

Votes can be cast here:

Windows IT Pro:
http://www.surveymonkey.com/s/windowsitpro-communi...

SQL Server Magazine:
...

Taylor_907 | 12 Aug 2011 | 2 comments

After digging through the console for a while I realized that there was no out of the box way to search for a ticket unless you knew the case number.  In the old Altiris HelpDesk 6.5 days you could bring up the Find Incident page and search to your hearts content, but no more.  To combat this obvious issue I've built three reports that allow you to search by Process ID, Display Name, Primary Contact (email address), Case Description, Categories, Priority or Case creation date.  I hope these can help save someone some time and energy in their implementation.  I believe I've attached the reports correctly, if not please send me an IM.

ohzone - CherylPeterson | 29 Jul 2011 | 0 comments

Happy SysAdminDay!

I'm kicking myself for nearly letting this one sneak by without my notice! But how can I let the day pass without giving a shout out to all the Connect members to toil away and don't get nearly enough recognition?!

This day isn't as widely known as International Talk Like a Pirate Day but it's still a day that's dear to my heart because it's one day out of the year that recognizes YOU! Without you, I wouldn't have a job, so keep up the good work!

Go ahead, take tomorrow off!