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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.

From there you'll have access to in-depth specialized knowledge tracks, technical sessions, hands-on labs, and one-on-one opportunities to choose from. You'll also be able to take advantage of discounted training and certification exams, and more.

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!

bold | 28 Jun 2011 | 3 comments

Sometimes incoming emails are not processed correctly by ServiceDesk 7 and error messages stating: "Thread was being aborted" appears in sd 7 logs.

Cause: By default email monitor project when deployed to iis works 90 seconds and then terminates.

Solution: You should increase the timeout of the Email monitor webservice. In order to do that in email monitor project go to "Resources" tab and find web.config file. Open it for edit and add the string: httpRuntime executionTimeout="number of seconds" and then deploy the project. We increased the timeout up to 100 minutes so our string looked like: httpRuntime executionTimeout="6000". After that the error disappeared.

Sean Yarger | 08 Jun 2011 | 0 comments

 

Let’s pretend for a moment that you’re on a business trip. You hear the boarding call for your flight and reach down to grab you laptop – only your laptop isn’t there. Whether it was left at security or snagged by another traveler in the terminal, your laptop is gone and your company data is at risk.

 

So what do you do? Typically you’ll need to make a call to the office, notifying your IT department of the incident. This call will initiate a chain reaction of events set into place to ensure measures are taken to secure the files and equip you with a new device to keep business running as usual. This process typically involves a series of forms, approvals, signatures, etc.

 

While it may sound simple, enforcing processes with effectiveness is one of hardest things for companies to do. With multiple people involved and steps required, any number of things can go wrong, slowing down the process –...

DaveCook UT | 02 Jun 2011 | 1 comment

My work Moving to  7.1 Client management Suite from 6.0 we started to use 7.0 but decided to wait for 7.1

It looks good from  the Demos I have seen we are moving from Help Desk to Service Desk and Deployment 6.9 to 7.1 This is going to be a busy summer as we do our summer work and learn all this new stuff  we plan to divide and conquer

DaveC

 

Update We have moved to 7.1 and the Service Desk seems to be working well we have the agents some installed and pc anywhere seems to work well so mutch more to work on we also have the patch management working those computers that have fully registered are patching for microsoft and 3rd party updates