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Randall Newnham

Randall Newnham
Symantec Employee
Accredited

Member for: 3 years 30 weeks
Job Title: Technical Support Engineer
Member for: 3 years 30 weeks
Blog: View recent blog entries

Symantec Accreditations

Symantec Technical Specialist (STS)
  • Symantec Management Platform 7.0 with Notification Server
Contribution Stats
52
Solutions
1
Forum Thread
1,350
Comment
21
Blog Entries
1
Idea
25
Articles
0
Videos
2
Downloads
0
Events
1
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Randall Newnham's Activity

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discussion comment 13 hours 12 min ago
Randall Newnham commented on: looking for incident management training video for technicians
JMR, I believe you may be looking for a videon in this post, in the Incident Topics section: https://www-secure.symantec.com/connect/articles/servicedesk-7-videos  I hope that helps!
discussion comment 16 hours 28 min ago
Randall Newnham commented on: Remedy tie in for Servicedesk 7
Michael, I would assume a web service would be possible to accomplish this, and possibly a custom component or two. My advice would be to contact a consultant to look into this. You might consider getting some one-on-one assistance from ...
discussion comment 18 hours 59 min ago
Randall Newnham commented on: Removing Sample Data from ServiceDesk 7.1
Sample data cannot be removed, per se. but what you can do is create a new SQL database. Follow these steps, and note that in step #9 you will want to create a new database: How to migrate a ServiceDesk 7.1.x server and SQL Server to new ...
discussion comment 19 hours 3 min ago
Randall Newnham commented on: Ghost version for Windows Server 2008 R2 64 bit
EdT is correct. GSS 2.5.1 build 2266  supports imaging and deploying Windows 2008 R2 servers. please note that the console client is not supported for use on them, so you would want to use boot media (flash drive, CD/DVD, PXE) and NOT ...
discussion comment 08 Feb 2012
Randall Newnham commented on: ServiceDesk Database Sizing
I would expect this to weigh in at a few GB, maybe up to around 5GB early on. This is highly variable, especially with custom workflows.The table I would worry about most is Messages, which can get large. That aside, the best thing to ...
discussion comment 03 Feb 2012
Randall Newnham commented on: Assigned To Property in Reports
What you may want to do is open the Report Designer on that report and choose the Display SQL option to see how it is structured. You could then compare it to the SQL of the new report. I have noticed that, unfortunately, some elements of the ...
discussion comment 03 Feb 2012
Randall Newnham commented on: Broadcasts from Ghost Clients
All you should need to do is reinstall the Ghost Clients from the Ghost Console. just install as if you are installing the client for the first time and it should update the settings for the Console it reports to. Try that and see if it works. ...
discussion comment 03 Feb 2012
Randall Newnham commented on: Running ghost.exe on existing PE flash drive
Yes, Ghost Solution Suite and Norton Ghost are both Symantec products. See this thread for support info: https://www-secure.symantec.com/connect/forums/need-support-symantec-ghost-or-norton-ghost One is an enterprise product, and one is a ...
New article 02 Feb 2012
Randall Newnham posted: Email Notification via Process Automation Do Not Work in ServiceDesk 7.1 or later
ServiceDesk 7.1 offers a feature called Automation Rules. Automation Rules are a GUI-based way to accomplish some tasks that previously needed to be done through modifications of the base ServiceDesk  workflows via the Workflow Manager (called Workflow Designer in prior versions). One thing that c
discussion comment 01 Feb 2012
Randall Newnham commented on: Running ghost.exe on existing PE flash drive
The only file you need is Ghost32.exe.  This will give you everything you need for Ghost. This of course excludes any drivers for devices not found in Windows PE already. But that executable is the only one necessary in a Windows PE ...
discussion comment 14 Dec 2011
Randall Newnham commented on: Service Desk Deserialize error when making a Change Request
QuietLeni, Is this version ServiceDesk 7.1 ? Additionally, was it upgraded from a prior build? I believe that this is probably going to be the solution: Problems Updating Change and Problem Management to Servicedesk 7.1 ...
discussion comment 14 Dec 2011
Randall Newnham commented on: Importing KB Articles and Categories to SD7 (not from HD6)
Reecardo is right. There is currently no out-of-box functionality that does this. If this is to be an ongoing thing, or you have thousands of KB articles to import,  it may be worth the time and effort to create a custom workflow project to ...
article comment 17 Jun 2011
Randall Newnham commented on: Using Windows Deployment Services with Ghost Solution Suite 2.5
Yes, that should work for Windows Server 2008 R2. Ghost is licensed by the number of clients, not the server. A license is required for each machine you plan on imaging or deploying. This method would definitely save a lot of time for image ...
New article 23 May 2011
Randall Newnham posted: In ServiceDesk 7.1, Send Email Only Updates Case If Sender is an Administrator
This is working as designed. However, if you wish to change the default behavior the method to do so is below. Symantec Technical Support cannot assist with implementing this or any other customization to the product. 1. Open the SD.EmailServices project 2. On the Primary Model s
discussion comment 09 May 2011
Randall Newnham commented on: How to create Incident through mail in ServiceDesk 7
Hello, Assuming that in Application Properties  there is an email address set up for monitoring, then all that the end user needs to do to create a new incident via email is type New Ticket or New Incident in the subject line and send it to ...
New blog entry 09 May 2011
Randall Newnham posted: Links in Description field can cause ServiceDesk ticket display issues
It has been seen that web links within the Description field can cause formatting issue in the Process View window when displaying an incident (see screenshot). The cause of this is how the Process Manager parses this. To work around this, make sure you put some non-link text before the web li
discussion comment 09 May 2011
Randall Newnham commented on: ServiceDesk ASP.NET Requirement error
Hi there! These articles may help you out there: ASP.NET check fails while installing ServiceDesk http://www.symantec.com/business/support/index?page=content&id=TECH156812 ASP .NET issue during install ServiceDesk 7.1 ...
discussion comment 29 Apr 2011
Randall Newnham commented on: Ghosting Windows 7 with Ghost 11.5
Hi, We are unfortunately not able to distribute updates and patches through the forums. This thread will give you the info you need to acquire that ...
article comment 26 Apr 2011
Randall Newnham commented on: Web Site dropdown is not populated in installation of SeerviceDesk 7.1
Hello! That information is in the latest installation guide, found here: Installing or Upgrading Servicedesk 7.0 MR2 to 7.1 - Using a Domain-based Service ...
New article 15 Apr 2011
Randall Newnham posted: Migration of HelpDesk 6.x Knowledge Base (KB) content to ServiceDesk 7.1 fails
The KB migration process has been noted to fail when prerequisites are not met. These are the prerequisites that must be met for the KB migration to occur: 1. The Articles folder from the Helpdesk server must be copies to the ServiceDesk server. 2. The location this folder must be copied t

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