Form coming up blank

June 8, 2017, 1:15 pm

≫ Next: Does any one have integrate Altiris asset management suite (SMP 8.0) with CA service desk

I need a solution

After an incident ticket is Resolved, in the Tasks and Actions area,

the end user can choose to "Click here to revies and close your incident".

When selected, the form opens, but is completely blank.

This appears to be the only form that exhibits this behavior when opending Tasks or Process actions from within an Incident Ticket.

Properties of the link itself are:

javascript:WebForm_DoPostBackWithOptions(new WebForm_PostBackOptions("ctl00$WebPartManager1$wp2055214976$ctl13", "", true, "", "", false, true))

Cannot explain why only this form will not display the information it contains.

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Does any one have integrate Altiris asset management suite (SMP 8.0) with CA service desk

June 15, 2017, 12:51 am

≫ Next: Mind Map for ServiceDesk

≪ Previous: Form coming up blank

I need a solution

Hello All,

Does any one have integrate Altiris asset management suite (SMP 8.0) with CA service desk? If yes then please provide us the steps for the same.

We have configured/Save NS server information in MDR file in CA service desk but after that any procedure or .XML files need to be import in CA service desk side for automatically assets are listed in CA service desk for ticket login.

Please give some Suggestions. Thanks in advance.

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Mind Map for ServiceDesk

July 12, 2017, 7:28 am

≫ Next: Problem while send email message to a institution

≪ Previous: Does any one have integrate Altiris asset management suite (SMP 8.0) with CA service desk

I need a solution

It would be really helpful if a Symantec employee create a Mind Map for ServiceDesk similar to the following mind map for IT Management Suite. A Mind Map provides a more succinct explanation of setting up the software.

An example of great Mind Maps is like the following: https://support.symantec.com/en_US/article.DOC9706.html

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Problem while send email message to a institution

July 13, 2017, 3:33 am

≫ Next: [Service Desk] Work Incident Page Not Closing Correctly on Process Page View.

≪ Previous: Mind Map for ServiceDesk

I need a solution

The users are trying to send message to relatii@meteoromania.ro and catalin.ostroveanu@meteoromania.ro while I am sending to these email addresses. But in permanent, with no response by sender.

In what format do you prefer to receive Email notifications?

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[Service Desk] Work Incident Page Not Closing Correctly on Process Page View.

July 20, 2017, 11:42 am

≫ Next: [Service Desk] Error When Editing Incident Ticket.

≪ Previous: Problem while send email message to a institution

I need a solution

Hello everyone,

I have this problem using Process Page on Service Desk version 8.1 when working a incident.

This Work Incident page stays open blank after I close it. Only way to close it is manually o refreshing the page.

I have escalated this with Symantec, but they have not reply yet.

Then, as a troubleshooting, we were able to debug and see this error below.

Anyone know why it has this behavior when any windows opened within Process Page site?

Is it relate with time configuration or something?

Thanks in advance.

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[Service Desk] Error When Editing Incident Ticket.

July 20, 2017, 1:15 pm

≫ Next: ServiceDesk configuration so that two departments can use

≪ Previous: [Service Desk] Work Incident Page Not Closing Correctly on Process Page View.

I need a solution

Hello everyone,

I have this error happening when editing a new incident.

'Incident Status Is Not Functional. To change Classification information, incident must be on Received or Assigned status. The current incident status is 'Assigned''

Thing is Incident status is Assigned or Received, and incident ticket is still not able to be edited.

Any ideas why this is happening? it's an error happening only in this Service Desk implementation.

Thanks,

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ServiceDesk configuration so that two departments can use

August 9, 2017, 8:53 am

≫ Next: [Service Desk] Report Of All Tickets and Tasks Merged

≪ Previous: [Service Desk] Error When Editing Incident Ticket.

I need a solution

How can ServiceDesk be configured so that two distinct units within our college can use it? We are underusing, relatively new to ServiceDesk. The IT department - obviously - will have their own settings, incident types and business hours. The other department, our Facilities Management department, has their own business hours, incident types, processses and settings. How is this setup? Both departments service the same population, buildings, rooms, etc.

I heard from another college in the area, that they stopped using ServiceDesk because it isn't flexible enough - same scenario, of two different departments. Has ANYONE out there have the same situation. And if you do, can I pick your brain for information on how you customized ServiceDesk to meet your needs.

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[Service Desk] Report Of All Tickets and Tasks Merged

August 21, 2017, 9:39 am

≫ Next: Scalation Mail

≪ Previous: ServiceDesk configuration so that two departments can use

I need a solution

Hello everone,

I'm working on a report of all Tickets and Tasks on a single report, using SQL Query.

However, I have some issues when building up this report:

Tickets and Tasks are on different tables. (solved using a join)
When joining tables, all tickets and tasks are visible (that's ok)
But there are some tickets from ImIncidentTicket table, with column 'ResolvedInmediately' with bit 0 or 1, not importing in the merge table. (A join is not easy to make here). This happens to versions prior 8.0.

Wonder if anyone have made a report of all tickets and tasks successfully, despite all differences between tickets and tasks.

If you can share any ideas, that´ll save my day

Thanks all.

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Scalation Mail

August 31, 2017, 4:48 pm

≫ Next: Missing Tickets

≪ Previous: [Service Desk] Report Of All Tickets and Tasks Merged

I need a solution

Hi Everyone,

I need know how send email notification when the SLA (warn or late) is true.

I found the ruleset but I not have idea how configure it.

Someone could help me please?

Thank you in advance!!!

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Missing Tickets

September 19, 2017, 8:00 am

≫ Next: Symantec™ ServiceDesk 8.1 Release Update3 (RU3) is available

≪ Previous: Scalation Mail

I need a solution

We are experiencing an issue with some tickets that are emailed in are being created but never make it to a queue. They are at 0% completion and the only process history is the email coming in. You can't search for it. I have found a few tickets by guessing at ticket numbers. When you find them you can't edit, work or do anything with the ticket. Anyone know what table in SQL i can find tickets that are at 0% or a SQL query that i can use to find them? I'm trying to open a case with Symantec for help on fixing it but I need to quickly find the missing tickets.

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Symantec™ ServiceDesk 8.1 Release Update3 (RU3) is available

September 26, 2017, 9:41 pm

≫ Next: Add Search Ticket Web Part

≪ Previous: Missing Tickets

I do not need a solution (just sharing information)

Highlights of the release:

Added functionality to add and remove Asset Business Services from ITMS.
Full Access to the SD.AssetView project.

Other Enhancements:

Process History and Process Comment Filter Functionality.
Process Age values accurate in reports.
Defects fixes

Release notes are available at the following URL:

http://www.symantec.com/docs/DOC10619

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Add Search Ticket Web Part

October 4, 2017, 6:49 am

≫ Next: Where to find incident Process Contacts (new) data in workflow?

≪ Previous: Symantec™ ServiceDesk 8.1 Release Update3 (RU3) is available

I need a solution

I have been trying to add a web part to the HOME page in the ServiceDesk portal that will allow for a full text search of incidents and do not see where that is available. I used Search Workflow, however that does not bring up the incident, only the workflow side to it. Does any one out here know how to do this? I would be like the Search ID part on the Tickets page, but I would like it to be a full text search. Thanks

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Where to find incident Process Contacts (new) data in workflow?

October 6, 2017, 3:00 am

≫ Next: Vip Access unable to connect due to creditional got formatted

≪ Previous: Add Search Ticket Web Part

I need a solution

I added some new contacts to a incident in the incident process view.
When i debug the workflow and look in the incident data, there is a incident attribute "cached additional Contacts".
But there is no data in it.
Can someone help me out where to find this additional contact info?

Thanks,
Willem

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Vip Access unable to connect due to creditional got formatted

October 13, 2017, 5:23 am

≫ Next: Attachment Error

≪ Previous: Where to find incident Process Contacts (new) data in workflow?

I need a solution

I have installed symantec VIP Access and registered with the credentials installed in my phone, my phone was now formatted and now i am unable to access the VIP due to this.

Please help me out to get access to VIP

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Attachment Error

October 31, 2017, 8:01 am

≫ Next: Add Cost Center Field

≪ Previous: Vip Access unable to connect due to creditional got formatted

I need a solution

When raising a ticket via the advanced form and assign directly to a team if the ticket has attachment's all users get the error message "You don't have permission to modify this document category's permissions.", If you move the ticket between teams and assign back to the original team they are then able to view attachments.

Only seems to happen to ticket raised via Advanced forms, if done via the user's (Simple) form this error message does not appear and team members can see any attachments.

I have attached the full error the appears in the logs.

error.PNG

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Add Cost Center Field

November 10, 2017, 2:00 pm

≫ Next: SEPM 14.0.1 LiveUpdate Error

≪ Previous: Attachment Error

I need a solution

Hi,

Someone know how add cost center field in Submit Incident advanced form?

I have Service Desk 8.0 HF6

Thank you in advance for your help.

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SEPM 14.0.1 LiveUpdate Error

November 20, 2017, 12:59 pm

≫ Next: Symantec™ ServiceDesk 8.1 Release Update 4 (RU4) is available

≪ Previous: Add Cost Center Field

I need a solution

I get the following message/error when running LiveUpdate from SEPM 14.0.1 RU1 (Build 3752):

"Failed to clean up LiveUpdate downloaded content"

What is the cause of this and what is the soution? LiveUpdate still completes.

Thanks in advance!

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Symantec™ ServiceDesk 8.1 Release Update 4 (RU4) is available

November 21, 2017, 12:26 am

≫ Next: Clients won't update after SEPM v14.0.1 Upgrade

≪ Previous: SEPM 14.0.1 LiveUpdate Error

I do not need a solution (just sharing information)

Symantec™ ServiceDesk 8.1 Release Update 4 (RU4) is available

Highlights of this release:

Improved Email Monitor Performance:

Looping Pause has been reduced from 30 seconds to 5, improving overall performance.

Bug fixes

The release notes are available at the following URL:

http://www.symantec.com/docs/DOC10703

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Clients won't update after SEPM v14.0.1 Upgrade

November 21, 2017, 10:49 am

≫ Next: Remove Automation Library

≪ Previous: Symantec™ ServiceDesk 8.1 Release Update 4 (RU4) is available

I need a solution

I upgraded from 12.1.6 to 14.0.1 yesterday. I have created my new install packages and applied them to the groups within the SEPM console where the clients are located. However, non of my clients will upgrade. My console shows that they are all out of date. I manualy ran the install exe on my machine to see if it would work and it worked fine. The clients are checking in to the system as their status is changing, but none of them are receiving the new client version or the updates. LiveUpdate is running on the console. I also ran SymDiag and everything comes back normal. What could be the issue. Thanks in advance.

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