SDU - User contributions [en]

EIAM Services dont start on fresh install

2009-08-21T18:41:06Z

Akhilkmathur: New page: '''EIAM does not start on install''' I had to install Service Desk, Service Catalog and Workflow on a very new image. I started with the install shield and went through the instructions a...

'''EIAM does not start on install'''

I had to install Service Desk, Service Catalog and Workflow on a very new image. I started with the install shield and went through the instructions and steps provided for a clean install of all this products. Though I did not recieve any error's while I was doing the install, I still could not get the EIAM services to start. 

When I looked at the services on the server, I could see the eTrust Directory services were stopped and would not start when I try manually or through command line. I was not getting enough help from the log's to narrow down the problem. 

Finally, not have anywhere to go, I uninstalled all the Unicenter products and rebooted the machine and tried to install again, but this time I was using another User ID logging into the server. [Note: The permissions on both the id's I used were exactly the same and were a part of Administrative Group on the local machine] 

'''This time, I was able to successfully install everything and also had the EIAM working, wondering what might be the issue...we noticed that when you install the CA products it does not like the user account to be all numbers....In our enviornment and in this particular case, our USER ID to login to the server are 9 digit numbers. EIAM does not like userid to be starting with a number...'''

The second time I installed the products again, I used a alpha-numeric userid and everything worked normal.

Thought I will share this with anyone who might have faced a similar issue.

Thanks 
AKM

Sample Customizations

2009-08-21T18:10:50Z

Akhilkmathur:

__NOTOC__
[[Category:Customization]]
{{Global Header}}
{{Global Announcement}}

== Overview ==
Customizations are regarded as changes to the system that are not supportable by CA.

== List of Customizations ==
[[image:exclaim.gif]][[SDU:SDU r12 EP1|SDU Enhancement Pack 1 for r12]]
*[[Action Macro to Log Solution and Resolve Ticket]]
*[[Add Checkbox, Date, Drop-down, Lookup, Readonly and Text Fields to Properties]]
*[[Add Contact Search to Employee/Customer Interface]]
*[[Add Custom Activity Log Action Macro]]
*[[Add Log Entry for Updates to Custom Fields]]
*[[Add Log Entry When a Property Value Changes on a Ticket]]
*[[Add Personalized Response to Manual Notification]]
*[[Add Posted By to Announcements Page]]
*[[Add Properties Count to Area/Category List]]
*[[Add Ticket and CI Links to Announcements]]
*[[Add Workflow to Employee/Customer Interface]]
*[[Attachments on Configuration Items]]
*[[Attachments on Contacts]]
*[[Auto-fill Fields Left Blank]]
*[[Automatically Attach an Asset/CI to a Change Order or Issue]]
*[[Automatically Remove Attached Events]]
*[[Automatically Set Assignee to Closing Analyst]]
*[[Automatically Set System Generated Activities to Internal]]
*[[Changing Announcements Order By]]
*[[Changing Error Alert Color and adding Error Alert Pop-ups]]
*[[Changing Requests to Incidents]]
*[[Changing Display of Contacts]]
*[[Conditional Display of Drop-Down Content]]
*[[Conditionally Attach an Event]]
*[[Control the Request Areas Displayed to the End Users]]
*[[Count Ticket Reopens]]
*[[Displaying the System and User Descriptions in the Activity Log]]
*[[Display Web Site within Service Desk]]
*[[Default Properties Tab on New Ticket Creation]]
*[[Generate Notifications Only for Employee Comments]]
*[[Increasing Default Field Size]]
*[[List Tickets ORDER BY Group]]
*[[Make a Field Conditionally Required]]
*[[Modify Action and Condition Macros via the GUI]]
*[[Only Assignee can Close]]
*[[Prevent Close of Requests/Incidents/Problems if Change Order is Active]]
*[[Prevent Update to Past Activities]]
*[[Propagate Solution to Children]]
*[[Propagate Status to Children]]
*[[Priority and Impact Default to Empty]]
*[[Refresh Customer Info Before Saving the Ticket]]
*[[Remove Second Message on Timeout]]
*[[Remove SLA Violation from Employee View]]
*[[Require a Solution in Order to Resolve]]
*[[Search Requests, Incidents, and Problems Simultaneously for Ticket Number]]
*[[Send Notification at Callback Time]]
*[[Send Notification to CI's Attached Contacts]]
*[[Send Survey based on Variables]]
*[[Separate Prefixes for Requests, Incidents, and Problems]]
*[[Set Defaults on Manual Notify]]
*[[Set Priority Based on Urgency and Impact]]
*[[Set Request/Incident/Problem Status from Change Order]]
*[[Set Request/Incident/Problem Status on Dispatch Change]]
*[[Simplified Child Creation]]
*[[Single Sign-on with Cookies]]
*[[EIAM Services dont start on fresh install]]

Modify Action and Condition Macros via the GUI

2008-09-16T18:21:27Z

Akhilkmathur:

There are many inbuilt Macro's in Service Desk. Below listed is the code which will help you edit existing macro's.

PS: This is not recommended way, please take necessary backup's before changing the code. 

Step 1:

Copy the detail_macro.htmpl from the \Program Files\CA\Service Desk\bopcfg\www\htmpl\web\analyst\detail_macro.htmpl to \Program Files\CA\Service Desk\site\mods\www\htmpl\web\analyst\detail_macro.htmpl location before making the changes

 

Step2:

Replace the following code in the detail_macro.htmpl (make sure you copy the orginial file from bopcfg folder to site\mods location and edit the file)

<code>

<PDM_MACRO NAME=dtlTextbox hdr="Macro Code" attr=usr_string1 rows=20 size=60 colspan=4> 
<PDM_MACRO NAME=dtlTextbox hdr="Macro Type Description" attr=type.description colspan=3> 
<PDM_MACRO NAME=dtlTextbox hdr="Macro Code" attr=usr_string1 rows=10 size=60 colspan=4> 

</code>

 

Step3:

Perform pdm_webcache and Start and Stop of Unicenter Service Desk services.
 
Thanks 
AKM

Modify Action and Condition Macros via the GUI

2008-09-16T18:18:47Z

Akhilkmathur:

There are many inbuilt Macro's in Service Desk. Below listed is the code which will help you edit existing macro's.

PS: This is not recommended way, please take necessary backup's before changing the code.

Step 1:

Copy the detail_macro.htmpl from the \Program Files\CA\Service Desk\bopcfg\www\htmpl\web\analyst\detail_macro.htmpl to \Program Files\CA\Service Desk\site\mods\www\htmpl\web\analyst\detail_macro.htmpl location before making the changes

Step2:

Replace the following code in the detail_macro.htmpl (make sure you copy the orginial file from bopcfg folder to site\mods location and edit the file)

<code>

<PDM_MACRO NAME=dtlTextbox hdr="Macro Code" attr=usr_string1 rows=20 size=60 colspan=4>
<PDM_MACRO NAME=dtlTextbox hdr="Macro Type Description" attr=type.description colspan=3>
<PDM_MACRO NAME=dtlTextbox hdr="Macro Code" attr=usr_string1 rows=10 size=60 colspan=4>

</code>

Step3:

Perform pdm_webcache and Start and Stop of Unicenter Service Desk services.

Thanks
AKM

Modify Action and Condition Macros via the GUI

2008-09-15T18:40:49Z

Akhilkmathur: New page: There are many inbuilt Macro's in Service Desk. Below listed is the code which will help you edit existing macro's. PS: This is not recommended way, please take necessary backup's before ...

There are many inbuilt Macro's in Service Desk. Below listed is the code which will help you edit existing macro's.

PS: This is not recommended way, please take necessary backup's before changing the code.

Step 1:

Copy the detail_macro.htmpl from the bopcfg folder into the site\mods location

Step2:

Replace the file content with the content listed below and save the file.

<code> </code>

Step3:

Perform pdm_webcache and Start and Stop of Unicenter Service Desk services.

Sample Customizations

2008-09-15T18:25:22Z

Akhilkmathur: /* List of Customizations */

__NOTOC__
[[Category:Customization]]
{{Global Header}}
{{Global Announcement}}

== Overview ==
Customizations are regarded as changes to the system that are not supportable by CA.

== List of Customizations ==
*[[Add Attachments to Configuration Items]]
*[[Add Checkbox, Date, Drop-down, Lookup, Readonly and Text Fields to Properties]]
*[[Add Contact Search to Employee/Customer Interface]]
*[[Add Custom Activity Log Action Macro]]
*[[Add Log Entry for Updates to Custom Fields]]
*[[Add Log Entry When a Property Value Changes on a Ticket]]
*[[Add Personalized Response to Manual Notification]]
*[[Add Posted By to Announcements Page]]
*[[Add Properties Count to Area/Category List]]
*[[Add Workflow to Employee/Customer Interface]]
*[[Auto-fill Fields Left Blank]]
*[[Automatically Attach an Asset/CI to a Change Order or Issue]]
*[[Automatically Remove Attached Events]]
*[[Automatically Set Assignee to Closing Analyst]]
*[[Automatically Set System Generated Activities to Internal]]
*[[Changing Announcements Order By]]
*[[Changing Error Alert Color and adding Error Alert Pop-ups]]
*[[Changing Requests to Incidents]]
*[[Changing Display of Contacts]]
*[[Conditional Display of Drop-Down Content]]
*[[Conditionally Attach an Event]]
*[[Control the Request Areas Displayed to the End Users]]
*[[Count Ticket Reopens]]
*[[Displaying the System and User Descriptions in the Activity Log]]
*[[Display Web Site within Service Desk]]
*[[Default Properties Tab on New Ticket Creation]]
*[[Editing the Service Desk Inbuilt Macro's]]
*[[Generate Notifications Only for Employee Comments]]
*[[Increasing Default Field Size]]
*[[List Tickets ORDER BY Group]]
*[[Make a Field Conditionally Required]]
*[[Only Assignee can Close]]
*[[Prevent Close of Requests, Incidents, and Problems if Change Order is Active]]
*[[Prevent Update to Past Activities]]
*[[Propagate Status to Children]]
*[[Priority and Impact Default to Empty]]
*[[Refresh Customer Info Before Saving the Ticket]]
*[[Remove SLA Violation from Employee View]]
*[[Require a Solution in Order to Resolve]]
*[[Search Requests, Incidents, and Problems Simultaneously for Ticket Number]]
*[[Separate Prefixes for Requests, Incidents, and Problems]]
*[[Set Defaults on Manual Notify]]
*[[Set Priority Based on Urgency and Impact]]
*[[Set Request, Incident and Problem Status from Change Order]]
*[[Simplified Child Creation]]
*[[Single Sign-on with Cookies]]

Search Requests, Incidents, and Problems Simultaneously for Ticket Number

2008-08-18T19:26:16Z

Akhilkmathur:

__NOTOC__
[[Category:Customizations]]
{{Global Header}}
{{Global Announcement}}

== Overview ==
This article provides instructions for implementing a customization that will allow searching for an Incident, Request, and Problem ticket number simultaneously via the Go Button Search.

== Procedures ==
=== Step 1. Create the new factory ===
This step is to create the factory that will allow for searching through all three ticket types.

Create a [[.mod file]] and placing it in the [[$NX_ROOT]]/site/mods/majic directory. Name the [[.mod file|.mod]] anything you like, but it is recommended that it be preceded with a 'z'.
<source lang="javascript">OBJECT cr {
FACTORY zallcrs {
STANDARD_LISTS {
SORT_BY "open_date DESC, id DESC, status, priority DESC, ref_num";
MLIST OFF;
RLIST OFF;
};
FUNCTION_GROUP "call_mgr";
REL_ATTR persistent_id;
COMMON_NAME ref_num;
};
};</source>

=== Step 2. Publish the Schema changes ===
Recycle the Service Desk service.

=== Step 3. Modify gobtn.html ===
For r11.x releases it is recommended that you edit your pages via the [[Web Screen Painter]]. For older releases you must edit the files directly. The default gobtn.html, located in [[$NX_ROOT]]\bopcfg\www\wwwroot\html, must be copied and placed in the [[$NX_ROOT]]\site\mods\www\wwwroot\html directory. Remember to edit the copy, never the original.
 
Search for the '''''if (cfgAccessReqMgr)''''' statement in gobtn.html and add the following:
<source lang="html4strict">html += "<OPTION VALUE='zallcrs.ref_num'>Reqs/Incs/Probs</OPTION>";</source>

=== Step 4. Create a Detail and List page ===
The system expects both a detail and a list file for each factory. To fulfill this requirement we will create a new detail_zallcrs.htmpl and list_zallcrs.htmpl file. To simplify administration of these files, as well as the implementation of this customization, we will put only a single line of code in both files.

'''Entire content of detail_zallcrs.htmpl:'''<source lang="html4strict"><PDM_INCLUDE FILE=detail_cr.htmpl></source>

'''Entire content of list_zallcrs.htmpl:'''<source lang="html4strict"><PDM_INCLUDE FILE=list_cr.htmpl></source>

The PDM_INCLUDE is a redirect function. In both cases we are redirecting to the default Request pages.

Ensure the new files reside in the [[$NX_ROOT]]\site\mods\www\htmpl\web\analyst directory.

=== Step 5. Clear the web cache ===
The final step is to clear Service Desk's cache. The methods vary depending on release.

''For r11.x releases'' publish your changes via the [[Web Screen Painter]]. The process of publishing automatically initiates a [[pdm_webcache]].

''For older releases'' execute [[pdm_webcache]] from a command prompt on the [[Primary Server]]. There is no need to run this command on the [[Secondary Server|Secondary Servers]].

== Additional Considerations ==
You may find that you no longer have a need for the individual Incident, Problem and Request items in the drop-down. To remove them, simply comment out the entries as shown below from gobtn.html:
<source lang="javascript">// if ( propIsITIL ) {
// html += "<OPTION VALUE='in.ref_num'>Incident</OPTION>";
// html += "<OPTION VALUE='pr.ref_num'>Problem</OPTION>";
// }
// html += "<OPTION VALUE='cr.ref_num'>Request</OPTION>";</source>

List Tickets ORDER BY Group

2008-05-27T17:37:38Z

Akhilkmathur: /* Step 3: Save Files and perform the following */

'''This article will help you sort your Incident, Change Order and Request List in Scoreboard'''

== Step 1 : Create the script==

----

A script is created as an .mod file and placed in the NX_ROOT/site/mods/majic directory. When the Service Desk service starts, the contents of the majic directory are processed and cached. You can use any naming scheme you like for your .spl file, but it is recommended that the file be preceded with a 'z' for easy identification as a custom file (eg zMyCompany.spl, zcr_scripts.spl, zMyScripts.spl).

''Below is the mod file for Change Orders'' - I have named it to be zchgsort.mod

MODIFY FACTORY chg {
STANDARD_LISTS {
SORT_BY "group.last_name, chg_ref_num, status, open_date, priority";
};
};

''Below is the mod file for Incidents'' - I have named it to be zinsort.mod

MODIFY FACTORY cr {
STANDARD_LISTS {
SORT_BY "group.last_name, ref_num, status, open_date, priority";
};
};

== Step 2 : Edit the list_chg.htmpl file for Change Order and list_cr.htmpl for Incidents ==

1) Search for the following text in your list_chg.htmpl file

<pdm_macro name=lsStart>
<pdm_macro name=lsWrite text="pdm_if \"@{list.sla_violation:0}\" != '0'">

2) Just above the <pdm_macro name=lsStart> define the following

var ref_num_style;

3) Now, Edit the pdm_macro column for Group to the following

<pdm_macro name=lsCol hdr="Group" attr=group link=yes>

'''Below is the customization to the list_cr.htmpl file'''

1) Search for the following in your list_cr.htmpl file

<PDM_MACRO NAME=lsStart>

2) Just above the <pdm_macro name=lsStart> define the following

var ref_num_style;

3) Now, Edit the pdm_macro column for Group to the following

<PDM_MACRO NAME=lsCol hdr=Group/Parent attr=group link=yes>

== Step 3: Save Files and perform the following ==

1) Run the pdm_webcache from the command prompt
2) Stop and Start the Unicenter Service Desk Services.
3) Look at your Analyst Login and expand the "All" scoreboard value under Incidents and Change Order to see if your tickets are sorted as per the Group
4) Note : You first need to add the column "Group" if you did not have it earlier.

Thanks
AKM
----
<div align='center'>To make corrections or additions to this article, select the ''edit'' tab above. 
To discuss or ask questions about this article, select the ''discussion'' tab above.</div>

List Tickets ORDER BY Group

2008-03-10T15:21:30Z

Akhilkmathur: New page: '''This article will help you sort your Incident, Change Order and Request List in Scoreboard''' == Step 1 : Create the script== ---- A script is created as an .mod file and placed in...

'''This article will help you sort your Incident, Change Order and Request List in Scoreboard'''

== Step 1 : Create the script==

----

A script is created as an .mod file and placed in the NX_ROOT/site/mods/majic directory. When the Service Desk service starts, the contents of the majic directory are processed and cached. You can use any naming scheme you like for your .spl file, but it is recommended that the file be preceded with a 'z' for easy identification as a custom file (eg zMyCompany.spl, zcr_scripts.spl, zMyScripts.spl).

''Below is the mod file for Change Orders'' - I have named it to be zchgsort.mod

MODIFY FACTORY chg {
STANDARD_LISTS {
SORT_BY "group.last_name, chg_ref_num, status, open_date, priority";
};
};

''Below is the mod file for Incidents'' - I have named it to be zinsort.mod

MODIFY FACTORY cr {
STANDARD_LISTS {
SORT_BY "group.last_name, ref_num, status, open_date, priority";
};
};

== Step 2 : Edit the list_chg.htmpl file for Change Order and list_cr.htmpl for Incidents ==

1) Search for the following text in your list_chg.htmpl file

<pdm_macro name=lsStart>
<pdm_macro name=lsWrite text="pdm_if \"@{list.sla_violation:0}\" != '0'">

2) Just above the <pdm_macro name=lsStart> define the following

var ref_num_style;

3) Now, Edit the pdm_macro column for Group to the following

<pdm_macro name=lsCol hdr="Group" attr=group link=yes>

'''Below is the customization to the list_cr.htmpl file'''

1) Search for the following in your list_cr.htmpl file

<PDM_MACRO NAME=lsStart>

2) Just above the <pdm_macro name=lsStart> define the following

var ref_num_style;

3) Now, Edit the pdm_macro column for Group to the following

<PDM_MACRO NAME=lsCol hdr=Group/Parent attr=group link=yes>

== Step 3: Save Files and perform the following ==

1) Run the pdm_webcache from the command prompt
2) Stop and Start the Unicenter Service Desk Services.
3) Look at your Analyst Login and expand the "All" scoreboard value under Incidents and Change Order to see if your tickets are sorted as per the Group
4) Note : You first need to add the column "Group" if you did not have it earlier.

--[[User:Akhilkmathur|Akhilkmathur]] 09:21, 10 March 2008 (MDT)
AKM

Sample Customizations

2008-03-10T14:58:12Z

Akhilkmathur: /* List of Customizations */

[[Category:Customization]]
Customizations are regarded as changes to the system that are not supportable by CA.
== List of Customizations ==

*[[Add Custom Activity Log Action Macro]]
*[[Add Log Entry for Updates to Custom Fields]]
*[[Add Posted By to Announcements Page]]
*[[Auto-fill Fields Left Blank]]
*[[Automatically Attach an Asset/CI to a Change Order or Issue]]
*[[Automatically Remove Attached Events]]
*[[Automatically Set Assignee to Closing Analyst]]
*[[Automatically Set System Generated Activities to Internal]]
*[[Conditional Display of Drop-Down Content]]
*[[Conditionally Attach an Event]]
*[[Configure Java Client to Use Web Client for Uploading Attachments]]
*[[Count Ticket Reopens]]
*[[Make a Field Conditionally Required]]
*[[Only Assignee can Close]]
*[[Prevent Close of Requests, Incidents, and Problems if Change Order is Active]]
*[[Prevent Update to Past Activities]]
*[[Priority and Impact Default to Empty]]
*[[Remove SLA Violation from Employee View]]
*[[Separate Prefixes for Requests, Incidents, and Problems]]
*[[Set Defaults on Manual Notify]]
*[[Simplified Child Creation]]
*[[List Tickets ORDER BY Group]]

----
<div align='center'>To make corrections or additions to this article, select the ''edit'' tab above. 
To discuss or ask questions about this article, select the ''discussion'' tab above.</div>