Support Group Name change in IM 7.0
Hi list, We just successfully upgrade from HPD 4.03 to SD 7.0 this past weekend (with only a few minor issues). However, the need to rename a support group has come up. When I go into the Support Group form from the Application Administration Console however, the Support Group Name is read-only. I am sure this is a common occurrence, so why is is read-only? Maybe my permissions are missing something? I was able to set up the company and all the configurations using the account I am using now. I do not want to disable this group and create another one because there are already HelpDesk tickets assigned to the groups plus all the people are already set up in groups. Thoughts? Derek -- Derek Fernandes, BSc Programmer Analyst U of C Information Technologies ES 1010, University of Calgary Calgary, Alberta T2N 1N4 403.210.9879 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Incident Report
Hi list, Trying to print off an Incident Report (ITSM 7.01) - just the regular incident summary report (Print button beside the Save and Close button) and all of the fields are blank (even the Incident Number). I have checked that the report - Help Desk (English) - is in the Report form on the server and the Crystal report is in the attachment field on this form. Any ideas? Thanks. -- Derek Fernandes Programmer Analyst U of C Information Technologies ES 1010, University of Calgary Calgary, Alberta T2N 1N4 403.210.9879 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
IM templates
Hi listers, I'm trying to configure IM 7.0 to use Incident Mgmt templates, but I cannot get them set up. The user I have setting them up has all the proper permissions: Asset Viewer, Config Categorization admin, Config Group Mapping Admin, Contact Organization Admin, Incident Config, Incident Master, Incident User, Problem User, Task Administrator, Task User. The Functional Roles are: Broadcast Submitter, Incident Manager, and Support Group Admin. I can create an Incident Template, but then when I go to modify it from the Application Administration Console -- Custom Configuration -- Incident Mangement -- Template, the table is blank even after I select the Support group I belong. This all used to work before I started customizing the IM form. The customizations do not touch the templates or the template form. What is wrong? Thanks, Derek -- Derek Fernandes Programmer Analyst U of C Information Technologies ES 1010, University of Calgary Calgary, Alberta T2N 1N4 403.210.9879 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Problem Management Assignment
Hi Roger, I went into Configure Assignment and did a search on the form, but there are only 2 entries in this form for My Company. We have set up our own Company. Also, we DO NOT want to use the auto assignment engine. Therefore, how do I go about defaulting the Problem Manager Assignment fields so I can submit a problem?(ie. which configuration form do I use? and where is it?) Thanks, Derek Roger Justice wrote: ** Go into the Configure Assignment and configure the Problem Assignment to the Group that will serve as the Problem Manager. The reason this is R/O is that the ITIL concept is an organization only has one Problem Manager. The Problem Assignment will be the group that will do the Root Cause Analysis. If you have CM you had to provide the Support people with roles to allow there name to be listed in the assignment list of Change. Problem and Incident do not require this. -Original Message- From: [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wed, 25 Apr 2007 1:18 PM Subject: Problem Management Assignment Hi listers, I am trying to submit a problem in PM (7.0.1) however you need to assign the problem to someone before you can submit. There are 2 sets of assignment fields (Problem Manager Assignment and Problem Assignment). The Problem Manager Assignment fields are required however, three of the fields (Support Company, Support Organization and Assigned Group) are read-only. Firstly, why are there 2 sets of assignment fields? (multiple problem teams with different managers?) Secondly, how do I assign a problem when these required fields are read-only? (are they supposed to be read/write) I also gave the user I was testing with God permissions, so that isn't the issue. When I checked in the Admin tool, the fields were actually read-only. Could this be the culprit? Should I change these to read/write? Thanks, Derek -- Derek Fernandes Programmer Analyst U of C Information Technologies ES 1010, University of Calgary Calgary, Alberta T2N 1N4 403.210.9879 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org http://www.arslist.org/ ARSlist:Where the Answers Are AOL now offers free email to everyone. Find out more about what's free from AOL at *AOL.com* http://www.aol.com?ncid=AOLAOF0002000437. __20060125___This posting was submitted with HTML in it___ -- Derek Fernandes Programmer Analyst U of C Information Technologies ES 1010, University of Calgary Calgary, Alberta T2N 1N4 403.210.9879 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Table Looping in a filter
Hi listers, I am trying to loop though a table in a filter. First, is this even possible? (I haven't done anything like this before) I am trying to count the number of times something shows up in a table, however, it is not working. This is how I have set it up 1) I have a filter that fires on submit/modify of the form that the table is on: a) sets up some counters (outboundmessagecount = 0, loopcount = 1). b) Calls a filter guide with a Table Loop on the table I want to loop though. 2) The Filter Guide calls one filter (below) 3) Filter that loops through the table: Loops though the table if columnName = Outbound AND loopcount 3 (*I want to see if the first 2 rows of the table are Outbound messages* *- this is the end goal of doing this - I want an integer value with this number*). a) If Action - outboundmessagecount = outboundmessagecount + 1 loopcount = loopcount + 1 b) Else Action - loopcount = loopcount + 1 All I get is loopcount = 2 and outboundmessagecount = 0 , so the If Action never fires. Is this because the table has to be refreshed before it can read from the table? How do you do this from a filter? Help. Thanks, Derek -- Derek Fernandes Programmer Analyst U of C Information Technologies ES 1010, University of Calgary Calgary, Alberta T2N 1N4 403.210.9879 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Table Looping in a filter
Hi Roger, How do I refresh the table in the filter before I perform the workflow? My mind's drawing a blank. Thanks, Derek Roger Justice wrote: ** Yes I have done table loops with a filter and yes you have to do a refresh table as part of the work flow. Roger -Original Message- From: [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Mon, 23 Apr 2007 12:29 PM Subject: Table Looping in a filter Hi listers, I am trying to loop though a table in a filter. First, is this even possible? (I haven't done anything like this before) I am trying to count the number of times something shows up in a table, however, it is not working. This is how I have set it up 1) I have a filter that fires on submit/modify of the form that the table is on: a) sets up some counters (outboundmessagecount = 0, loopcount = 1). b) Calls a filter guide with a Table Loop on the table I want to loop though. 2) The Filter Guide calls one filter (below) 3) Filter that loops through the table: Loops though the table if columnName = Outbound AND loopcount 3 (*I want to see if the first 2 rows of the table are Outbound messages* *- this is the end goal of doing this - I want an integer value with this number*). a) If Action - outboundmessagecount = outboundmessagecount + 1 loopcount = loopcount + 1 b) Else Action - loopcount = loopcount + 1 All I get is loopcount = 2 and outboundmessagecount = 0 , so the If Action never fires. Is this because the table has to be refreshed before it can read from the table? How do you do this from a filter? Help. Thanks, Derek -- Derek Fernandes Programmer Analyst U of C Information Technologies ES 1010, University of Calgary Calgary, Alberta T2N 1N4 403.210.9879 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org http://www.arslist.org/ ARSlist:Where the Answers Are AOL now offers free email to everyone. Find out more about what's free from AOL at *AOL.com* http://www.aol.com?ncid=AOLAOF0002000437. __20060125___This posting was submitted with HTML in it___ -- Derek Fernandes Programmer Analyst U of C Information Technologies ES 1010, University of Calgary Calgary, Alberta T2N 1N4 403.210.9879 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
PersonID
Hi listers, I posted this to the list last week, but didn't get any responses, so I thought I would post it again. ARS 7.0.01 patch 001 We are currently upgrading from Helpdesk 4.03 to Service Desk 7.0. We have installed a vanilla copy of Service Desk on our test server. I am now making minor customizations to the Incident form to meet our needs. Because of our environment (University Campus), we will not have all 25,000 students/faculty/etc. defined in the People form (we will use LDAP to pull customer information). Only support staff (multiple Helpdesks/Tier2/Tier3) staff will be defined in the People form. We want the Customer tab on the Incident form to be strictly information coming from LDAP (not the People form). This is the way we used to do it in HPD 4.03. I am modifying the Customer tab to include our (the University's) unique ID (UCID) to perform LDAP lookups for customer information (which includes Department, Email, Name, etc.). I am to the point where I can do all of this however, there are some (but probably many) active links that want the Person ID field to be filled in. I can see that this field is populated with the Person ID from the People form. My current thought is to put our unique ID (UCID) into this field and continue on, but I'm not sure what else I'm breaking by doing this. Does this break anything else? Should I just leave this field blank, and disable all the workflow relating to the Person ID on the Incident/Problem forms? Any help would be appreciated. Thanks, Derek -- Derek Fernandes Programmer Analyst U of C Information Technologies ES 1010, University of Calgary Calgary, Alberta T2N 1N4 403.210.9879 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Incident Management customizations
Hi listers, ARS 7.0.01 patch 001 We are currently upgrading from Helpdesk 4.03 to Service Desk 7.0. We have installed a vanilla copy of Service Desk on our test server. I am now making minor customizations to the Incident form to meet our needs. Because of our environment (University Campus), we will not have all 25,000 students/faculty/etc. defined in the People form (we will use LDAP to pull customer information). Only support staff (multiple Helpdesks/Tier2/Tier3) staff will be defined in the People form. We want the Customer tab on the Incident form to be strictly information coming from LDAP (not the People form). I am modifying the Customer tab to include our (the University's) unique ID (UCID) to perform LDAP lookups for customer information (which includes Department, Email, Name, etc.). I am to the point where I can do all of this however, there are some (but probably many) active links that want the Person ID field to be filled in. I can see that this field is populated with the Person ID from the People form. My current thought is to put our unique ID (UCID) into this field and continue on, but I'm not sure what else I'm breaking by doing this. Does this break anything else? Should I just leave this field blank, and disable all the workflow relating to the Person ID on the Incident/Problem forms? Any help would be appreciated. Thanks, Derek -- Derek Fernandes Programmer Analyst U of C Information Technologies ES 1010, University of Calgary Calgary, Alberta T2N 1N4 403.210.9879 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Incident Management customizations
Thanks for the reply. We already have LDAP that contains people information, so we don't want to duplicate (or manage) this. We have about 300 support staff that will be defined in the People form. I do agree, that I don't want to break workflow as we want to go as vanilla as possible. Thanks, Derek Roger Justice wrote: ** I would suggest that you first capture both Active Link and Filter logs using the OOTB workflow to see where the ID field is verified. The work I have done so far validates the Company, Site and Person on save. Personally I do not see a why you could not have the 25,000 entries in the people form since each time you remove data that drives workflow in ITSM 7 could cause other problems. Luckily my install is only 300+ users and 30+ support. -Original Message- From: [EMAIL PROTECTED] To: [EMAIL PROTECTED] Sent: Thu, 12 Apr 2007 3:43 PM Subject: Incident Management customizations Hi listers, ARS 7.0.01 patch 001 We are currently upgrading from Helpdesk 4.03 to Service Desk 7.0. We have installed a vanilla copy of Service Desk on our test server. I am now making minor customizations to the Incident form to meet our needs. Because of our environment (University Campus), we will not have all 25,000 students/faculty/etc. defined in the People form (we will use LDAP to pull customer information). Only support staff (multiple Helpdesks/Tier2/Tier3) staff will be defined in the People form. We want the Customer tab on the Incident form to be strictly information coming from LDAP (not the People form). I am modifying the Customer tab to include our (the University's) unique ID (UCID) to perform LDAP lookups for customer information (which includes Department, Email, Name, etc.). I am to the point where I can do all of this however, there are some (but probably many) active links that want the Person ID field to be filled in. I can see that this field is populated with the Person ID from the People form. My current thought is to put our unique ID (UCID) into this field and continue on, but I'm not sure what else I'm breaking by doing this. Does this break anything else? Should I just leave this field blank, and disable all the workflow relating to the Person ID on the Incident/Problem forms? Any help would be appreciated. Thanks, Derek -- Derek Fernandes Programmer Analyst U of C Information Technologies ES 1010, University of Calgary Calgary, Alberta T2N 1N4 403.210.9879 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org http://www.arslist.org/ ARSlist:Where the Answers Are AOL now offers free email to everyone. Find out more about what's free from AOL at *AOL.com* http://www.aol.com?ncid=AOLAOF0002000437. __20060125___This posting was submitted with HTML in it___ -- Derek Fernandes Programmer Analyst U of C Information Technologies ES 1010, University of Calgary Calgary, Alberta T2N 1N4 403.210.9879 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Upgrade of IM to 7.0.02 patch 3
Hi listers, ARS 7.0.1 patch 1 We have SD7.0.00 (Incident Problem) running on a QA server. I would like to upgrade IM PM to 7.0.02 (patch 3) since this appears to be the newest. How do I do this? I downloaded IM PM 7.0.02, but the install (IM 7.0.2) stops as soon as it discovers I have an older version of Incident running. Thanks, Derek -- Derek Fernandes Programmer Analyst U of C Information Technologies ES 1010, University of Calgary Calgary, Alberta T2N 1N4 403.210.9879 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Crystal Report Error
Hi listers, We just moved to ARS 7.0.1 patch 1 but we are still using HelpDesk 4.03. We have a couple of Crystal Reports that were working on ARS 6.3. Now, when we push the button to print the report we get the following error: An error occurred while generating the Crystal report: 0x80047e48 - Logon failed. (ARERR 1904) I have installed the latest version of the User Tool and checked the active link that generates the report, and made sure on the Report Information tab: Report Type = Crystal Location = Embedded Name = \\reportname.rpt Destination = Printer Any help would be greatly appreciated. Derek -- Derek Fernandes Programmer Analyst U of C Information Technologies ES 1010, University of Calgary Calgary, Alberta T2N 1N4 403.210.9879 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Crystal Report Error
Hi Susan, How do I go about doing that? When I goto the Contol Panel -- Administrative Tools -- Data Sources (ODBC), it shows the AR System ODBC Data Source under the User DSN tab. Under the Drives tab, it shows the AR System ODBC Drive (version 7.00.01.01). What else has to be done? Thanks, Derek Susan Palmer wrote: ** Before you go to all of the work of recreating reports, try reconfigurating the ODBC driver. Mine are working on the dev server and were created in 8, 8.5 and 9. I was told they wouldn't work too, so I was surprised when they did. Susan On 3/5/07, *patrick zandi* [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] wrote: ** Sir,I am not positive on this.. but from what I understand of this.. your issue is your reports were built in the old version of CR .. CR XI is compatable with this version .. I do not believe CR 7, 8, 8.5, or 9 will work anymore. I have seen this.. on testing.. and could not find a fix.. but was told it was fixed with CR XI reports. have not finish the testing to prove.. Someone else will chime in here soon on this issue I hope.. On 3/5/07, *Derek Fernandes* [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] wrote: Hi listers, We just moved to ARS 7.0.1 patch 1 but we are still using HelpDesk 4.03. We have a couple of Crystal Reports that were working on ARS 6.3. Now, when we push the button to print the report we get the following error: An error occurred while generating the Crystal report: 0x80047e48 - Logon failed. (ARERR 1904) I have installed the latest version of the User Tool and checked the active link that generates the report, and made sure on the Report Information tab: Report Type = Crystal Location = Embedded Name = \\reportname.rpt Destination = Printer Any help would be greatly appreciated. Derek -- Derek Fernandes Programmer Analyst U of C Information Technologies ES 1010, University of Calgary Calgary, Alberta T2N 1N4 403.210.9879 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org http://www.arslist.org/ ARSlist:Where the Answers Are -- Patrick Zandi __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ -- Derek Fernandes Programmer Analyst U of C Information Technologies ES 1010, University of Calgary Calgary, Alberta T2N 1N4 403.210.9879 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Date/Time Field displaying Epoch
Hi listers, We just upgraded our production environment to: ARS 7.0.1 Patch 1, Mid Tier 7.0.1 Patch 1 from ARS 7.0.2 patch 2, Mid Tier 7.0.0 patch2. Everytime we select a date on the pop-up calendar, it defaults it to 31/12/1969. This only happens on our forms on the web, UserTool behaviour is okay. The properties we use are: Data Type: Date/Time Display Type: Date Only Note that this works fine in our test environment. All versions of software are the same between test and production. Any thoughts? Thanks, Derek -- Derek Fernandes Programmer Analyst U of C Information Technologies ES 1010, University of Calgary Calgary, Alberta T2N 1N4 403.210.9879 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
cmdb 2.0 data
Hi list, We just got our sandbox CMDB 2.0 environment set up and we are experimenting with the application (we did not use CMDB 1.0). We do not have any of the Discovery tools to automatically populate the instances, so is there an easy way to import/populate from an existing source (another Remedy form we were using for Asset tracking)? Are we supposed to use the Remedy Import tool? If every instance is supposed to have a class (ie. BMC_ComputerSystem), do I need to separate all the computer system items and just import those? then do the applications, etc.? Some guidance would be greatly appreciated. Derek -- Derek Fernandes Programmer Analyst U of C Information Technologies ES 1010, University of Calgary Calgary, Alberta T2N 1N4 403.210.9879 ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Mid Tier 7.0
Hi list, We are currently using Mid Tier 6.3 Patch 15, IBM WebSphere Application Server 5.1, AIX 5.1. We are investigating the move to Mid Tier 7.0 but AIX is being phased out of support in our environment. The other two options for us are Windows and Linux. What are the pros/cons to each? Is there a personal preference amongst the community? What OS/websphere combo works the best (ie. Windows 2003/IIS, Red Hat/Apache, etc.)? Thanks for your help, Derek -- Derek Fernandes Programmer Analyst U of C Information Technologies ES 1010, University of Calgary Calgary, Alberta T2N 1N4 403.210.9879 ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
