SDU - User contributions [en]

Pdm webcache

2009-04-17T08:55:24Z

BrianM: /* Examples */

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

== Overview ==
This command is used to clear the web page cache. The system maintains a cache to improve system

== Usage ==
pdm_webcache [-b] [-H] [-f form] [-g fgroup] [-i interface_type] [-m] [-p webengine_process] [-t timout] [-v] [-h]
<br>
{|
|-
! Command
! Description
! Remarks
|-
| -b
| browser cache. Alert users to update browser cache
| To undo this command, delete a file called browser_refresh.txt then restart services.
|-
| -H
| htmpl cache. Clear [[Webengine|webengine]] HTMPL cache
|
|-
| -f
| Form name. Default is all forms.
|
|-
| -g
| Form group. Default is all [[Form Group|form groups]]
|
|-
| -i
| Interface type. Default is all interface types
|
|-
| -m
| macro cache. Clear [[Webengine|webengine]] macro cache
|
|-
| -p
| Process name of [[Webengine|webengine]] to update. Default is all [[Webengine|webengine]]
|
|-
| -t
| Time out in seconds. Default is 30 seconds.
|
|-
| -v
| Verbose (list all forms deleted from cache)
|
|-
| -h
| help
|
|-
|}

The -f, -g, and -i arguments may contain '*' as a wildcard character.
The -H argument is the default if none of the -b, -H, or -m options are specified.

When initiated from a [[Primary Server]], the cache of the [[Secondary Server|Secondary Servers]] will be cleared as well, assuming -p was not used.

== Examples ==
* To clear all web cache for all domservers
pdm_webcache -v

* To clear all web cache for all domservers and prompt users to clear browser cache
pdm_webcache -b

* To clear a specific FORM\SCREEN from the cache
pdm_webcache -f detail_cr.htmpl

* To clear a specific screen FORM GROUP from the cache
pdm_webcache -g ITIL

Pdm webcache

2009-04-17T08:54:07Z

BrianM: /* Examples */

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

== Overview ==
This command is used to clear the web page cache. The system maintains a cache to improve system

== Usage ==
pdm_webcache [-b] [-H] [-f form] [-g fgroup] [-i interface_type] [-m] [-p webengine_process] [-t timout] [-v] [-h]
<br>
{|
|-
! Command
! Description
! Remarks
|-
| -b
| browser cache. Alert users to update browser cache
| To undo this command, delete a file called browser_refresh.txt then restart services.
|-
| -H
| htmpl cache. Clear [[Webengine|webengine]] HTMPL cache
|
|-
| -f
| Form name. Default is all forms.
|
|-
| -g
| Form group. Default is all [[Form Group|form groups]]
|
|-
| -i
| Interface type. Default is all interface types
|
|-
| -m
| macro cache. Clear [[Webengine|webengine]] macro cache
|
|-
| -p
| Process name of [[Webengine|webengine]] to update. Default is all [[Webengine|webengine]]
|
|-
| -t
| Time out in seconds. Default is 30 seconds.
|
|-
| -v
| Verbose (list all forms deleted from cache)
|
|-
| -h
| help
|
|-
|}

The -f, -g, and -i arguments may contain '*' as a wildcard character.
The -H argument is the default if none of the -b, -H, or -m options are specified.

When initiated from a [[Primary Server]], the cache of the [[Secondary Server|Secondary Servers]] will be cleared as well, assuming -p was not used.

== Examples ==
* To clear all web cache for all domservers
pdm_webcache -v

* To clear all web cache for all domservers and prompt users to clear browser cache
pdm_webcache -b

* To clear the a specific form\screen from the cache
pdm_webcache -f detail_cr.htmpl

* To clear the a specific screen FORM GROUP from the cache
pdm_webcache -g ITIL

Add Solution Data to Activity Notification

2009-01-15T08:37:38Z

BrianM: New page: This is a customization to add the ''last'' solution added via Log Solution activity to the ticket notification. '''For Activity Notification Macros''': @{call_req_id.soln_log.0.descrip...

This is a customization to add the ''last'' solution added via Log Solution activity to the ticket notification.

'''For Activity Notification Macros''':

@{call_req_id.soln_log.0.description} -- Request, Incident and Problem

@{issue_id..soln_log.0.description} -- Issues

@{chg_id.soln_log.0.description} -- Change Orders

'''For Multiple Notification Macros''':

@{soln_log.0.description}

Attachments on Contacts

2008-12-04T06:17:10Z

BrianM: /* Step 3. Edit the detail_nr.htmpl form */

__NOTOC__
[[Category:Contacts]]
[[Category:Customizations]]
[[Category:r11]]
{{Global Header}}
{{Global Announcement}}

== Overview ==
This article provides instructions for adding attachment capabilities to Contacts.

''Note: This customization is designed for r11.x versions only.''

== Procedures ==
=== Step 1. Modify Schema ===
For ALL releases make your schema change by creating 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'. Take the code you need from the examples below.
<source lang="text">LREL attmnt_lrel "cnt:PDM" attachments <> attmnt assets;</source>

=== Step 2. Publish the Schema changes ===
For ALL releases recycle the Service Desk service.

=== Step 3. Edit the detail_cnt.htmpl form ===
Add the following code to the BODY of the form in the PDM_NOTEBOOK area:
<source lang="html4strict"><PDM_TAB ID=attmnt SRC="OP=SHOW_DETAIL+HTMPL=xx_attmnt_tab.htmpl+FACTORY=cnt+PERSID=$args.persistent_id" NAME="Attachments" height=300></pdm_tab></source>

=== Step 4. Edit the xx_attmnt_tab.htmpl form ===
This step will add "Edit" and "Delete" right-click options if the Inventory Functional Access is granted on the user's Access Type. If this scripting is not added then you will only have the option to view a document.
Search for the following scripting:<source lang="javascript">switch ("$prop.factory") {
case "cr": attmntAccess = "${ACCESS.call_mgr:0}" - 0; break;
case "iss": attmntAccess = "${ACCESS.issue_mgr:0}" - 0; break;
case "chg": attmntAccess = "${ACCESS.change_mgr:0}" - 0; break;
}</source>... and add the following case:<source lang="javascript">
case "cnt": attmntAccess = "${ACCESS.inventory:0}" - 0; break;</source>

=== Step 5. Clear the web cache ===
Publish your changes via the [[Web Screen Painter]]. The process of publishing automatically initiates a [[pdm_webcache]].

== NOTICE ==
Be advised that implementing this customization will result in a few ERRORS in the stdlogs, but there has been no reported degradation in functionality.
<source lang="text">kt_daemon 5312 ERROR DomWrap.c 1162 cSelect: failed In method select_sd_ref_num. Error Message: Error 103 AHD03053: Bad where clause: invalid constraint. Could not recognize persistent_id. OUTER_JOIN ca_contact.id = usp_contact.id
kt_daemon 5312 ERROR DomWrap.c 809 Failed to complete reply method: 'select_sd_ref_num' ,BOP Name:'attmnt:400071' in class:'CAttmntLinks', Error:AHD03053: Bad where clause: invalid constraint. Could not recognize persistent_id. OUTER_JOIN ca_contact.id = usp_contact.id
domsrvr 6020 ERROR attr.c 6164 Error in ATTR_INIT trigger get_attached_name for attached_name: AHD03053: Bad where clause: invalid constraint. Could not recognize persistent_id. OUTER_JOIN ca_contact.id = usp_contact.id</source>

How to Script Buttons

2008-11-17T08:30:06Z

BrianM: /* More Examples */

__NOTOC__
{{Global Header}}
{{Global Announcement}}

== Overview ==
Service Desk buttons are created using a ImgBtnCreate function.

'''ImgBtnCreate(btnID, btnCaption, func, btnEnabled, btnWidth, help, tabIndex)'''

{| style="width:100%;vertical-align:top;" cellpadding="10"
|-
! style="width:10%;" | Attribute
! style="width:40%;" | Description
! style="width:50%;" | Examples
|-valign="top"
| '''btnID'''
| Used for referencing the button. This is typically a label used for easy identification of the button in scripts.
| <source lang="javascript">ImgBtnCreate("btn001", ...
ImgBtnCreate("btnchg", ...
ImgBtnCreate("mybtn", ...</source>
|-valign="top"
| '''btnCaption'''
| The text to be displayed on the button. Either identify the string such as "My Button" or reference a msgtext() value. The msgtext() value is obtained from the msg_cat.js file.
| <source lang="javascript">ImgBtnCreate(..., "I am a button"...
ImgBtnCreate(..., msgtext(514), ...</source>
|-valign="top"
| '''func'''
| The script to be initiated when the button is selection
| <source lang="javascript">ImgBtnCreate(..., ..., "detailSave('NEW_CHANGE')", ...
ImgBtnCreate(..., ..., "myscript()", ...</source>
|-valign="top"
| '''btnEnabled'''
| If true then the button is Active. If false then it is not.
| <source lang="javascript">ImgBtnCreate(..., ..., ..., true, ...
ImgBtnCreate(..., ..., ..., false, ...</source>
|-valign="top"
| '''btnWidth'''
| Button width in pixels. 0 defaults to the size of the text.
| <source lang="javascript">ImgBtnCreate(..., ..., ..., ..., 0, ...
ImgBtnCreate(..., ..., ..., ..., 220, ...</source>
|-valign="top"
| '''help'''
| Displays information in status bar of the browser window. This is typically the bottom left-hand corner of your.
| <source lang="javascript">ImgBtnCreate(..., ..., ..., ..., ..., "Click here to open a ticket", ...</source>
|-valign="top"
| '''tabIndex'''
|
|
|-
|}

== More Examples ==
'''Open a Service Desk htmpl file in a new window'''
<source lang="javascript">ImgBtnCreate("btn001", "Custom Form", "popup_window('','ztest.htmpl'))", true, 0, "Select this button to view a Service Desk htmpl in a new window");</source>

'''Open a Service Desk htmpl file in an existing window'''
<source lang="javascript">ImgBtnCreate("btn001", "Existing Window", "upd_frame('ztest.htmpl')", true, 0, "Select this button to use the existing window");</source>

'''Open a new window referencing an external URL'''
<source lang="javascript">ImgBtnCreate("btn001", "SDU", "popupWithURL('http://www.servicedeskusers.com', 1, 1, '')", true, 0, "User Community for CA/Unicenter Service Desk");</source>

'''Open a new email message referencing the ticket'''
<source lang="javascript">ImgBtnCreate("btn001", "Send eMail", "window.open('mailto:?subject=Regarding $args.type.sym $args.ref_num&body=Click on the following URL to view $args.type.sym $args.ref_num: $args.web_url')", true, 0);</source>

'''Launch an application'''
<source lang="javascript">function ExecuteMyApp() {
var myshell = new ActiveXObject( "WScript.shell" );
myshell.run( 'enter application command line here', 1, true );
}
ImgBtnCreate("btn001", "My Application", "ExecuteMyApp()", true, 0, "Click this button to launch My Application");</source>

How To Reset Ticket Numbers

2008-08-11T12:59:31Z

BrianM: /* Steps */

== Overview ==
This article provides instructions to reset ticket numbers.

== Steps ==

1. First do an extract of the '''Key_Contol''' (kc) table to a file.

'''pdm_extract Key_Control > key_control_tbl.txt'''

2. Open the newly created file and change the '''key_value''' field to a value you want and save.

3. Load the updated data.

'''pdm_userload -u key_control_tbl.txt'''

4. Recycle USD.

== Warning ==
If you reset the value to a very low number, you might get duplicates when searching for tickets. Idearly you would want to first archive the old tickets before re-using the numbers all over.

How To Reset Ticket Numbers

2008-08-11T12:57:04Z

BrianM:

== Overview ==
This article provides instructions to reset ticket numbers.

== Steps ==

1. First do an extract of the '''Key_Contol''' (kc) table to a file.

'''pdm_extract Key_Control > key_control_tbl.txt'''

2. Open the newly created file and reset the number to a value you want and save.

3. Load the updated data.

'''pdm_userload -u key_control_tbl.txt'''

4. Recycle USD.

== Warning ==
If you reset the value to a very low number, you might get duplicates when searching for tickets. Idearly you would want to first archive the old tickets before re-using the numbers all over.

How To Reset Ticket Numbers

2008-08-11T12:49:41Z

BrianM: New page: == Overview == This article provides instructions to reset ticket numbers.

== Overview ==
This article provides instructions to reset ticket numbers.

Data Partitions

2008-08-04T08:59:48Z

BrianM: /* Example Constraints */

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

== Overview ==
Data Partitions are subsets of the database with restricted access based on their content. A Data Partition restricts access with a defined set of constraints. The Data Partitions are associated with Contacts via their Access Type. For legacy purposes Data Partitions can also be associated with a Contact Record directly, however this is not a recommended method.

== Controlled Tables ==
Constraints can only be created for tables in the Controlled Tables list. There is no GUI supported method of adding tables to the Controlled Tables list, but the process can be achieved via a data load.

Example load:<source lang="text">TABLE Controlled_Table
del desc obj_name sym
{ "0" ,"Activity Log tables" ,"alg" ,"Act_Log" }
{ "0" ,"Change Activity Log tables" ,"chgalg" ,"Change_Act_Log" }
{ "0" ,"Issue Activity Log tables" ,"issalg" ,"Issue_Act_Log" }</source>

== Constraint Types ==
* '''Create''' - New records must satisfy this constraint before a save can be completed.
* '''Defaults''' - Sets default values to be set on an empty field of a new record.
* '''Delete''' - Specifies what records can be deleted by the user.
* '''Pre-update''' - Identifies the records that can be updated by the user. Records not satisfying this constraint can only be view as read-only.
* '''Update''' - Updated records must satisfy this constraint in order to be saved.
* '''View''' - Identifies the records that can be viewed.

== Example Constraints ==
{| style="width:100%;vertical-align:top;" cellpadding="10"
|-
! style="width:15%;" | Table
! style="width:15%;" | Type
! style="width:25%;" | Syntax
! style="width:45%;" | Description
|-valign="top"
| '''Act_Log'''
| Pre-Update
| id = 1
| Prevents the update of Activities in the Request, Incident, and Problem Activity Log.*
|-valign="top"
| '''ca_contact'''
| Pre-Update
| id = @root.id
| Only permit update of your own Contact Record.
|-valign="top"
| '''ca_contact'''
| Pre-Update
| id = U'00'
| Prevent updating of any Contact.
|-valign="top"
| '''ca_contact'''
| View
| last_name NOT LIKE 'KT%'
| Prevent display of any Groups beginning with the letters 'KT'
|-valign="top"
| '''Call_Req'''
| Create
| customer = @root.id
| Allowing only the creation of tickets where you are the End User
|-valign="top"
| '''Call_Req'''
| Default
| type = 'I'
| Create an Incident
|-valign="top"
| '''Call_Req'''
| Default
| category = 'pcat:400001'
| Set a default Request/Incident/Problem Area
|-valign="top"
| '''Call_Req'''
| Delete
| id = 1
| Prevent the deletion of any tickets
|-valign="top"
| '''Call_Req'''
| Pre-Update
| customer = @root.id
| Allowing only the updating of tickets where you are the End User
|-valign="top"
| '''Call_Req'''
| View
| customer = @root.id
| Allowing only the viewing of tickets where you are the End User
|-valign="top"
| '''Change_Act_Log'''
| Pre-Update
| id = 1
| Prevents the update of Activities in the CO Activity Log.*
|-valign="top"
| '''Change_Request'''
| Create
| id = 1
| Prevents the creation of a new Change Order
|-valign="top"
| '''Cr_Status'''
| View
| code IN ('ACK','OP','RE','WIP')
| Display a set list of Status Options
|-valign="top"
| '''Workflow_Task'''
| Delete
| task != 'APP'
| Prevents the deletion of the Approval task.
|-valign="top"
| '''Workflow_Task'''
| Delete
| status = 'WAIT' OR status = 'PEND'
| Prevents the deletion of completed tasks.
|-valign="top"
| '''Workflow_Task'''
| View
| status != 'SKIP'
| Prevents view of the SKIP status.
|-valign="top"
|}

Sample Queries

2008-07-21T07:56:41Z

BrianM: /* SQL Query for Date Fields Conversion */

[[Category:Reporting]]
'''
== SQL Query for Request Area ==
'''

''To obtain the most current listing, from the SQL Query Analyzer run the following query on the MDB.''

<source lang="sql">SELECT prob_ctg.persid, prob_ctg.sym, prob_ctg.description
FROM [dbo].[prob_ctg]
WHERE (prob_ctg.del = 0)</source>

''This query will return a list of persistent ID's, Symbols (Request Areas) and Descriptions from SQL. Only ACTIVE Request Areas will be displayed by this query.''

==SQL Query for TOP 5 Categories ==

This query will return TOP 5 used categories againt which Incidents are logged

<source lang="sql">SELECT TOP 5 count(category)[Incidents_Logged], sym [Category_Used] FROM call_req
INNER JOIN prob_ctg ON call_req.category = prob_ctg.persid
WHERE type = 'I'
GROUP BY sym
ORDER BY Incidents_Logged desc</source>

== SQL Query for Duplicate Contacts ==

<source lang="sql">SELECT ca_contact.userid, Count(ca_contact.userid) AS NumOccurrences
FROM ca_contact
GROUP BY ca_contact.userid
HAVING (((Count(ca_contact.userid))>1));</source>

== SQL Query Reference for Contact Types ==

''-- Select all Contact Types (ca_contact_type)''

<source lang="sql">SELECT id, name
FROM dbo.ca_contact_type</source>

''-- Select all Groups from (ca_contacts) ''

<source lang="sql">SELECT contact_uuid, last_name, contact_type
FROM ca_contact
WHERE contact_type = 2308</source>

''-- Select all Analysts from (ca_contacts)''

<source lang="sql">SELECT contact_uuid, last_name, first_name, contact_type
FROM ca_contact
WHERE contact_type = 2307</source>

''-- Select all Customers and Employees from (ca_contacts)''

<source lang="sql">SELECT contact_uuid, last_name, first_name, contact_type
FROM ca_contact
WHERE contact_type = 2305 or contact_type = 2310</source>

''-- Select all NULL contact_type(ca_contacts)''

<source lang="sql">SELECT contact_uuid, last_name, first_name, contact_type
FROM ca_contact
WHERE contact_type is NULL</source>

''-- Select all Help Desk from (ca_contacts)''

<source lang="sql">SELECT contact_uuid, last_name, first_name, contact_type
FROM ca_contact
WHERE contact_type = 2306</source>

''-- Select all Managers from (ca_contacts)''

<source lang="sql">SELECT contact_uuid, last_name, first_name, contact_type
FROM ca_contact
WHERE contact_type = 2301</source>

''-- Select all Operators from (ca_contacts)''

<source lang="sql">SELECT contact_uuid, last_name, first_name, contact_type
FROM ca_contact
WHERE contact_type = 2300</source>

''-- Select all Technician from (ca_contacts)''

<source lang="sql">SELECT contact_uuid, last_name, first_name, contact_type
FROM ca_contact
WHERE contact_type = 2304</source>

''-- Select all Users from (ca_contacts)''

<source lang="sql">SELECT contact_uuid, last_name, first_name, contact_type
FROM ca_contact
WHERE contact_type = 2302</source>

''-- Select all Vendors from (ca_contacts) ''

<source lang="sql">SELECT contact_uuid, last_name, first_name, contact_type
FROM ca_contact
WHERE contact_type = 2303</source>

== SQL Query for Duplicate Configuration Items ==

<source lang="sql">SELECT resource_name, count(resource_name)[How_many_times]
FROM ca_owned_resource
GROUP BY resource_name
HAVING count(resource_name) > 1;</source>

== SQL Query for Date Fields Conversion ==

''-- Select open date and closed date for all closed tickes from (call_req)''

<source = lang="sql">
SELECT DateAdd(ss, call_req.open_date, '19700101') as 'Open_Date',
DateAdd(ss, call_req.close_date, '19700101') as 'Close_Date'
FROM call_req
where call_req.status = 'CL'
</source>

''-- Select open date, convert it to normal time and back to UNIX (USD) time''

<source = lang="sql">
DECLARE @standard_datetime DateTime

SELECT @standard_datetime = DateAdd(ss,call_req.open_date,'19700101')
FROM call_req WHERE ref_num = '309'

SELECT open_date AS [USD_OR_UNIX_TIME],
DateAdd(ss,call_req.open_date,'19700101') AS [NORMAL_TIME],
DateDiff(ss,'19700101',@standard_datetime) AS NORMAL_TIME_TO_UNIX
FROM call_req
WHERE ref_num = '309'
</source>

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

Sample Queries

2008-07-18T07:15:39Z

BrianM: /* SQL Query for Date fields Conversion */

[[Category:Reporting]]
'''
== SQL Query for Request Area ==
'''

''To obtain the most current listing, from the SQL Query Analyzer run the following query on the MDB.''

<source lang="sql">SELECT prob_ctg.persid, prob_ctg.sym, prob_ctg.description
FROM [dbo].[prob_ctg]
WHERE (prob_ctg.del = 0)</source>

''This query will return a list of persistent ID's, Symbols (Request Areas) and Descriptions from SQL. Only ACTIVE Request Areas will be displayed by this query.''

==SQL Query for TOP 5 Categories ==

This query will return TOP 5 used categories againt which Incidents are logged

<source lang="sql">SELECT TOP 5 count(category)[Incidents_Logged], sym [Category_Used] FROM call_req
INNER JOIN prob_ctg ON call_req.category = prob_ctg.persid
WHERE type = 'I'
GROUP BY sym
ORDER BY Incidents_Logged desc</source>

== SQL Query for Duplicate Contacts ==

<source lang="sql">SELECT ca_contact.userid, Count(ca_contact.userid) AS NumOccurrences
FROM ca_contact
GROUP BY ca_contact.userid
HAVING (((Count(ca_contact.userid))>1));</source>

== SQL Query Reference for Contact Types ==

''-- Select all Contact Types (ca_contact_type)''

<source lang="sql">SELECT id, name
FROM dbo.ca_contact_type</source>

''-- Select all Groups from (ca_contacts) ''

<source lang="sql">SELECT contact_uuid, last_name, contact_type
FROM ca_contact
WHERE contact_type = 2308</source>

''-- Select all Analysts from (ca_contacts)''

<source lang="sql">SELECT contact_uuid, last_name, first_name, contact_type
FROM ca_contact
WHERE contact_type = 2307</source>

''-- Select all Customers and Employees from (ca_contacts)''

<source lang="sql">SELECT contact_uuid, last_name, first_name, contact_type
FROM ca_contact
WHERE contact_type = 2305 or contact_type = 2310</source>

''-- Select all NULL contact_type(ca_contacts)''

<source lang="sql">SELECT contact_uuid, last_name, first_name, contact_type
FROM ca_contact
WHERE contact_type is NULL</source>

''-- Select all Help Desk from (ca_contacts)''

<source lang="sql">SELECT contact_uuid, last_name, first_name, contact_type
FROM ca_contact
WHERE contact_type = 2306</source>

''-- Select all Managers from (ca_contacts)''

<source lang="sql">SELECT contact_uuid, last_name, first_name, contact_type
FROM ca_contact
WHERE contact_type = 2301</source>

''-- Select all Operators from (ca_contacts)''

<source lang="sql">SELECT contact_uuid, last_name, first_name, contact_type
FROM ca_contact
WHERE contact_type = 2300</source>

''-- Select all Technician from (ca_contacts)''

<source lang="sql">SELECT contact_uuid, last_name, first_name, contact_type
FROM ca_contact
WHERE contact_type = 2304</source>

''-- Select all Users from (ca_contacts)''

<source lang="sql">SELECT contact_uuid, last_name, first_name, contact_type
FROM ca_contact
WHERE contact_type = 2302</source>

''-- Select all Vendors from (ca_contacts) ''

<source lang="sql">SELECT contact_uuid, last_name, first_name, contact_type
FROM ca_contact
WHERE contact_type = 2303</source>

== SQL Query for Duplicate Configuration Items ==

<source lang="sql">SELECT resource_name, count(resource_name)[How_many_times]
FROM ca_owned_resource
GROUP BY resource_name
HAVING count(resource_name) > 1;</source>

== SQL Query for Date Fields Conversion ==

''-- Select open date and closed date for all closed tickes from (call_req)''

<source = lang="sql">
SELECT DateAdd(ss, call_req.open_date, '19700101') as 'Open_Date',
DateAdd(ss, call_req.close_date, '19700101') as 'Close_Date'
FROM call_req
where call_req.status = 'CL'
</source>

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

Sample Queries

2008-07-18T07:07:47Z

BrianM: /* SQL Query for Date fields */

[[Category:Reporting]]
'''
== SQL Query for Request Area ==
'''

''To obtain the most current listing, from the SQL Query Analyzer run the following query on the MDB.''

<source lang="sql">SELECT prob_ctg.persid, prob_ctg.sym, prob_ctg.description
FROM [dbo].[prob_ctg]
WHERE (prob_ctg.del = 0)</source>

''This query will return a list of persistent ID's, Symbols (Request Areas) and Descriptions from SQL. Only ACTIVE Request Areas will be displayed by this query.''

==SQL Query for TOP 5 Categories ==

This query will return TOP 5 used categories againt which Incidents are logged

<source lang="sql">SELECT TOP 5 count(category)[Incidents_Logged], sym [Category_Used] FROM call_req
INNER JOIN prob_ctg ON call_req.category = prob_ctg.persid
WHERE type = 'I'
GROUP BY sym
ORDER BY Incidents_Logged desc</source>

== SQL Query for Duplicate Contacts ==

<source lang="sql">SELECT ca_contact.userid, Count(ca_contact.userid) AS NumOccurrences
FROM ca_contact
GROUP BY ca_contact.userid
HAVING (((Count(ca_contact.userid))>1));</source>

== SQL Query Reference for Contact Types ==

''-- Select all Contact Types (ca_contact_type)''

<source lang="sql">SELECT id, name
FROM dbo.ca_contact_type</source>

''-- Select all Groups from (ca_contacts) ''

<source lang="sql">SELECT contact_uuid, last_name, contact_type
FROM ca_contact
WHERE contact_type = 2308</source>

''-- Select all Analysts from (ca_contacts)''

<source lang="sql">SELECT contact_uuid, last_name, first_name, contact_type
FROM ca_contact
WHERE contact_type = 2307</source>

''-- Select all Customers and Employees from (ca_contacts)''

<source lang="sql">SELECT contact_uuid, last_name, first_name, contact_type
FROM ca_contact
WHERE contact_type = 2305 or contact_type = 2310</source>

''-- Select all NULL contact_type(ca_contacts)''

<source lang="sql">SELECT contact_uuid, last_name, first_name, contact_type
FROM ca_contact
WHERE contact_type is NULL</source>

''-- Select all Help Desk from (ca_contacts)''

<source lang="sql">SELECT contact_uuid, last_name, first_name, contact_type
FROM ca_contact
WHERE contact_type = 2306</source>

''-- Select all Managers from (ca_contacts)''

<source lang="sql">SELECT contact_uuid, last_name, first_name, contact_type
FROM ca_contact
WHERE contact_type = 2301</source>

''-- Select all Operators from (ca_contacts)''

<source lang="sql">SELECT contact_uuid, last_name, first_name, contact_type
FROM ca_contact
WHERE contact_type = 2300</source>

''-- Select all Technician from (ca_contacts)''

<source lang="sql">SELECT contact_uuid, last_name, first_name, contact_type
FROM ca_contact
WHERE contact_type = 2304</source>

''-- Select all Users from (ca_contacts)''

<source lang="sql">SELECT contact_uuid, last_name, first_name, contact_type
FROM ca_contact
WHERE contact_type = 2302</source>

''-- Select all Vendors from (ca_contacts) ''

<source lang="sql">SELECT contact_uuid, last_name, first_name, contact_type
FROM ca_contact
WHERE contact_type = 2303</source>

== SQL Query for Duplicate Configuration Items ==

<source lang="sql">SELECT resource_name, count(resource_name)[How_many_times]
FROM ca_owned_resource
GROUP BY resource_name
HAVING count(resource_name) > 1;</source>

== SQL Query for Date fields Conversion ==

''-- Select open date and closed date for all closed tickes from (call_req)''

<source = lang="sql">
SELECT DateAdd(ss, call_req.open_date, '19700101') as 'Open_Date',
DateAdd(ss, call_req.close_date, '19700101') as 'Close_Date'
FROM call_req
where call_req.status = 'CL'
</source>

----
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To discuss or ask questions about this article, select the ''discussion'' tab above.</font></div>

Sample Queries

2008-07-18T07:02:07Z

BrianM:

[[Category:Reporting]]
'''
== SQL Query for Request Area ==
'''

''To obtain the most current listing, from the SQL Query Analyzer run the following query on the MDB.''

<source lang="sql">SELECT prob_ctg.persid, prob_ctg.sym, prob_ctg.description
FROM [dbo].[prob_ctg]
WHERE (prob_ctg.del = 0)</source>

''This query will return a list of persistent ID's, Symbols (Request Areas) and Descriptions from SQL. Only ACTIVE Request Areas will be displayed by this query.''

==SQL Query for TOP 5 Categories ==

This query will return TOP 5 used categories againt which Incidents are logged

<source lang="sql">SELECT TOP 5 count(category)[Incidents_Logged], sym [Category_Used] FROM call_req
INNER JOIN prob_ctg ON call_req.category = prob_ctg.persid
WHERE type = 'I'
GROUP BY sym
ORDER BY Incidents_Logged desc</source>

== SQL Query for Duplicate Contacts ==

<source lang="sql">SELECT ca_contact.userid, Count(ca_contact.userid) AS NumOccurrences
FROM ca_contact
GROUP BY ca_contact.userid
HAVING (((Count(ca_contact.userid))>1));</source>

== SQL Query Reference for Contact Types ==

''-- Select all Contact Types (ca_contact_type)''

<source lang="sql">SELECT id, name
FROM dbo.ca_contact_type</source>

''-- Select all Groups from (ca_contacts) ''

<source lang="sql">SELECT contact_uuid, last_name, contact_type
FROM ca_contact
WHERE contact_type = 2308</source>

''-- Select all Analysts from (ca_contacts)''

<source lang="sql">SELECT contact_uuid, last_name, first_name, contact_type
FROM ca_contact
WHERE contact_type = 2307</source>

''-- Select all Customers and Employees from (ca_contacts)''

<source lang="sql">SELECT contact_uuid, last_name, first_name, contact_type
FROM ca_contact
WHERE contact_type = 2305 or contact_type = 2310</source>

''-- Select all NULL contact_type(ca_contacts)''

<source lang="sql">SELECT contact_uuid, last_name, first_name, contact_type
FROM ca_contact
WHERE contact_type is NULL</source>

''-- Select all Help Desk from (ca_contacts)''

<source lang="sql">SELECT contact_uuid, last_name, first_name, contact_type
FROM ca_contact
WHERE contact_type = 2306</source>

''-- Select all Managers from (ca_contacts)''

<source lang="sql">SELECT contact_uuid, last_name, first_name, contact_type
FROM ca_contact
WHERE contact_type = 2301</source>

''-- Select all Operators from (ca_contacts)''

<source lang="sql">SELECT contact_uuid, last_name, first_name, contact_type
FROM ca_contact
WHERE contact_type = 2300</source>

''-- Select all Technician from (ca_contacts)''

<source lang="sql">SELECT contact_uuid, last_name, first_name, contact_type
FROM ca_contact
WHERE contact_type = 2304</source>

''-- Select all Users from (ca_contacts)''

<source lang="sql">SELECT contact_uuid, last_name, first_name, contact_type
FROM ca_contact
WHERE contact_type = 2302</source>

''-- Select all Vendors from (ca_contacts) ''

<source lang="sql">SELECT contact_uuid, last_name, first_name, contact_type
FROM ca_contact
WHERE contact_type = 2303</source>

== SQL Query for Duplicate Configuration Items ==

<source lang="sql">SELECT resource_name, count(resource_name)[How_many_times]
FROM ca_owned_resource
GROUP BY resource_name
HAVING count(resource_name) > 1;</source>

== SQL Query for Date fields ==

''-- Select open date and closed date for all closed tickes from (call_req)''

<source = lang="sql">
SELECT DateAdd(ss, call_req.open_date, '19700101') as 'Open_Date', DateAdd(ss, call_req.close_date, '19700101') as 'Close_Date'
FROM call_req
where call_req.status = 'CL'
</source>

----
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To discuss or ask questions about this article, select the ''discussion'' tab above.</font></div>

Changing Display of Contacts

2008-07-17T10:01:32Z

BrianM:

This article provides instructions to modify or change the display format of Contact records.

--<small>Article provided by [[User:N@irB|N@irB]].</small>

== Step 1. Modify Schema ==

For ALL releases make your schema change by creating a .mod file and placing it in the $NX_ROOT/site/mods/majic directory. Name the .mod anything you like, but it is recommended that it be preceded with a 'z'. Take the code you need from the examples below.

<source lang="javascript">
OBJECT cnt {
ATTRIBUTES ca_contact {
combo_name3 DERIVED(first_name ", " middle_name ", " last_name);
};
FACTORY {
COMMON_NAME combo_name3;
};
};
</source>

== Step 2. Publish the Schema changes ==
The methods used to publish schema changes vary based on the Service Desk release.

<font color="blue">For r11.x releases</font>, follow these steps:
#Save your Schema changes
#Stop the Service Desk service
#Run [[pdm_publish]] from a command line (''Applicable if you made changes via WSP'')
#Start the Service Desk service
<font color="blue">For older release</font> recycle the Service Desk service.

== Step 3. Example Of Results ==
Below is the example of the default (Before) contact display vs. modified (After) contact display

'''Before (Format: Last_Name, First_Name, Middle_Name):'''

Stevens, John, JS

'''After: (Format: First_Name, Middle_Name, Last_Name)'''

John, JS, Stevens

----
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To discuss or ask questions about this article, select the ''discussion'' tab above.</font></div>

[[Category:Customizations]]

Changing Display of Contacts

2008-07-17T09:59:46Z

BrianM:

This article provides instructions to modify or change the display format of Contact records.

== Step 1. Modify Schema ==

For ALL releases make your schema change by creating a .mod file and placing it in the $NX_ROOT/site/mods/majic directory. Name the .mod anything you like, but it is recommended that it be preceded with a 'z'. Take the code you need from the examples below.

<source lang="javascript">
OBJECT cnt {
ATTRIBUTES ca_contact {
combo_name3 DERIVED(first_name ", " middle_name ", " last_name);
};
FACTORY {
COMMON_NAME combo_name3;
};
};
</source>

== Step 2. Publish the Schema changes ==
The methods used to publish schema changes vary based on the Service Desk release.

<font color="blue">For r11.x releases</font>, follow these steps:
#Save your Schema changes
#Stop the Service Desk service
#Run [[pdm_publish]] from a command line (''Applicable if you made changes via WSP'')
#Start the Service Desk service
<font color="blue">For older release</font> recycle the Service Desk service.

== Step 3. Example Of Results ==
Below is the example of the default (Before) contact display vs. modified (After) contact display

'''Before (Format: Last_Name, First_Name, Middle_Name):'''

Stevens, John, JS

'''After: (Format: First_Name, Middle_Name, Last_Name)'''

John, JS, Stevens

----
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To discuss or ask questions about this article, select the ''discussion'' tab above.</font></div>

[[Category:Customizations]]

Changing Display of Contacts

2008-07-17T09:50:41Z

BrianM: /* Step 2. Publish the Schema changes */

The example below provides steps to modify or change the display format of Contact records.

== Step 1. Modify Schema ==

For ALL releases make your schema change by creating a .mod file and placing it in the $NX_ROOT/site/mods/majic directory. Name the .mod anything you like, but it is recommended that it be preceded with a 'z'. Take the code you need from the examples below.

<source lang="javascript">
OBJECT cnt {
ATTRIBUTES ca_contact {
combo_name3 DERIVED(first_name ", " middle_name ", " last_name);
};
FACTORY {
COMMON_NAME combo_name3;
};
};
</source>

== Step 2. Publish the Schema changes ==
The methods used to publish schema changes vary based on the Service Desk release.

<font color="blue">For r11.x releases</font>, follow these steps:
#Save your Schema changes
#Stop the Service Desk service
#Run [[pdm_publish]] from a command line (''Applicable if you made changes via WSP'')
#Start the Service Desk service

<font color="blue">For older release</font> recycle the Service Desk service.

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

[[Category:Customizations]]

Changing Display of Contacts

2008-07-17T09:48:41Z

BrianM: /* Step 1. Modify Schema */

The example below provides steps to modify or change the display format of Contact records.

== Step 1. Modify Schema ==

For ALL releases make your schema change by creating a .mod file and placing it in the $NX_ROOT/site/mods/majic directory. Name the .mod anything you like, but it is recommended that it be preceded with a 'z'. Take the code you need from the examples below.

<source lang="javascript">
OBJECT cnt {
ATTRIBUTES ca_contact {
combo_name3 DERIVED(first_name ", " middle_name ", " last_name);
};
FACTORY {
COMMON_NAME combo_name3;
};
};
</source>

== Step 2. Publish the Schema changes ==
The methods used to publish schema changes vary based on the Service Desk release.

<font color="blue">For r11.x releases</font>, follow these steps:
#Save your Schema changes
#Stop the Service Desk service
#Run [[pdm_publish]] from a command line
#Start the Service Desk service

<font color="blue">For older release</font> recycle the Service Desk service.

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

[[Category:Customizations]]

Changing Display of Contacts

2008-07-17T09:46:36Z

BrianM: /* Step 1. Create a .Mod file */

The example below provides steps to modify or change the display format of Contact records.

== Step 1. Modify Schema ==

For ALL releases make your schema change by creating a .mod file and placing it in the $NX_ROOT/site/mods/majic directory. Name the .mod anything you like, but it is recommended that it be preceded with a 'z'. Take the code you need from the examples below.

OBJECT cnt {
ATTRIBUTES ca_contact {
combo_name3 DERIVED(first_name ", " middle_name ", " last_name);
};
FACTORY {
COMMON_NAME combo_name3;
};
};

== Step 2. Publish the Schema changes ==
The methods used to publish schema changes vary based on the Service Desk release.

<font color="blue">For r11.x releases</font>, follow these steps:
#Save your Schema changes
#Stop the Service Desk service
#Run [[pdm_publish]] from a command line
#Start the Service Desk service

<font color="blue">For older release</font> recycle the Service Desk service.

----
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To discuss or ask questions about this article, select the ''discussion'' tab above.</font></div>

[[Category:Customizations]]

Changing Display of Contacts

2008-07-17T09:44:09Z

BrianM: New page: The example below provides steps to modify or change the display format of Contact records. == Step 1. Create a .Mod file== Create a .mod file and place it in NX_ROOT\site\mods. OBJECT ...

The example below provides steps to modify or change the display format of Contact records.

== Step 1. Create a .Mod file==
Create a .mod file and place it in NX_ROOT\site\mods.

OBJECT cnt {
ATTRIBUTES ca_contact {
combo_name3 DERIVED(first_name ", " middle_name ", " last_name);
};
FACTORY {
COMMON_NAME combo_name3;
};
};

== Step 2. Publish the Schema changes ==
The methods used to publish schema changes vary based on the Service Desk release.

<font color="blue">For r11.x releases</font>, follow these steps:
#Save your Schema changes
#Stop the Service Desk service
#Run [[pdm_publish]] from a command line
#Start the Service Desk service

<font color="blue">For older release</font> recycle the Service Desk service.

----
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To discuss or ask questions about this article, select the ''discussion'' tab above.</font></div>

[[Category:Customizations]]

Sample Customizations

2008-07-17T09:39:05Z

BrianM: /* List of Customizations */

[[Category:Customization]]
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 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]]
*[[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 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]]
*[[Configure Java Client to Use Web Client for Uploading Attachments]]
*[[Control the Request Areas Displayed to the End Users]]
*[[Count Ticket Reopens]]
*[[Display Web Site within Service Desk]]
*[[Default Properties Tab on New Ticket Creation]]
*[[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]]
*[[Priority and Impact Default to Empty]]
*[[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]]
*[[Simplified Child Creation]]

----
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To discuss or ask questions about this article, select the ''discussion'' tab above.</font></div>

Sample Queries

2008-07-10T08:02:17Z

BrianM:

[[Category:Reporting]]
'''
== SQL Query for Request Area ==
'''

''To obtain the most current listing, from the SQL Query Analyzer run the following query on the MDB.''

<source lang="sql">SELECT prob_ctg.persid, prob_ctg.sym, prob_ctg.description
FROM [dbo].[prob_ctg]
WHERE (prob_ctg.del = 0)</source>

''This query will return a list of persistent ID's, Symbols (Request Areas) and Descriptions from SQL. Only ACTIVE Request Areas will be displayed by this query.''

==SQL Query for TOP 5 Categories ==

This query will return TOP 5 used categories againt which Incidents are logged

<source lang="sql">SELECT TOP 5 count(category)[Incidents_Logged], sym [Category_Used] FROM call_req
INNER JOIN prob_ctg ON call_req.category = prob_ctg.persid
WHERE type = 'I'
GROUP BY sym
ORDER BY Incidents_Logged desc</source>

== SQL Query for Duplicate Contacts ==

<source lang="sql">SELECT ca_contact.userid, Count(ca_contact.userid) AS NumOccurrences
FROM ca_contact
GROUP BY ca_contact.userid
HAVING (((Count(ca_contact.userid))>1));</source>

== SQL Query Reference for Contact Types ==

''-- Select all Contact Types (ca_contact_type)''

<source lang="sql">SELECT id, name
FROM dbo.ca_contact_type</source>

''-- Select all Groups from (ca_contacts) ''

<source lang="sql">SELECT contact_uuid, last_name, contact_type
FROM ca_contact
WHERE contact_type = 2308</source>

''-- Select all Analysts from (ca_contacts)''

<source lang="sql">SELECT contact_uuid, last_name, first_name, contact_type
FROM ca_contact
WHERE contact_type = 2307</source>

''-- Select all Customers and Employees from (ca_contacts)''

<source lang="sql">SELECT contact_uuid, last_name, first_name, contact_type
FROM ca_contact
WHERE contact_type = 2305 or contact_type = 2310</source>

''-- Select all NULL contact_type(ca_contacts)''

<source lang="sql">SELECT contact_uuid, last_name, first_name, contact_type
FROM ca_contact
WHERE contact_type is NULL</source>

''-- Select all Help Desk from (ca_contacts)''

<source lang="sql">SELECT contact_uuid, last_name, first_name, contact_type
FROM ca_contact
WHERE contact_type = 2306</source>

''-- Select all Managers from (ca_contacts)''

<source lang="sql">SELECT contact_uuid, last_name, first_name, contact_type
FROM ca_contact
WHERE contact_type = 2301</source>

''-- Select all Operators from (ca_contacts)''

<source lang="sql">SELECT contact_uuid, last_name, first_name, contact_type
FROM ca_contact
WHERE contact_type = 2300</source>

''-- Select all Technician from (ca_contacts)''

<source lang="sql">SELECT contact_uuid, last_name, first_name, contact_type
FROM ca_contact
WHERE contact_type = 2304</source>

''-- Select all Users from (ca_contacts)''

<source lang="sql">SELECT contact_uuid, last_name, first_name, contact_type
FROM ca_contact
WHERE contact_type = 2302</source>

''-- Select all Vendors from (ca_contacts) ''

<source lang="sql">SELECT contact_uuid, last_name, first_name, contact_type
FROM ca_contact
WHERE contact_type = 2303</source>

== SQL Query for Duplicate Configuration Items ==

<source lang="sql">SELECT resource_name, count(resource_name)[How_many_times]
FROM ca_owned_resource
GROUP BY resource_name
HAVING count(resource_name) > 1;</source>

----
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Load Request Areas as Knowledge Categories

2008-07-09T11:15:19Z

BrianM:

The following steps are used to load ServiceDesk Request Areas as Knowledge Categories.

--<small>Article provided by [[User:N@irB|N@irB]].</small>

1. '''Extract the categories (request areas) to a file''':

pdm_extract -f "SELECT sym FROM Prob_Category" > request_categories.txt (''You can call the file anything'')

2. '''Open the newly created file (''request_category.txt'') and make the following changes''':

* Remove the table headers
* Remove all the curly brackets ({})
* Remove all the quotes (")
* Replace all the dots (.) with a greater than sign (>)
* Save the file after making all the changes

3. '''Run pdm_kit''' with the file as input

pdm_kit -f request_category.txt -t CAT -x

''(This assumes you execute the pdm_kit command directly where the file (request_category.txt) is store. Otherwise specify the full path of the file)''

4. You might get this error below:

'''Unable to get default values (required template '' is not found in the header file 'C:/PROGRA~1/CA/SERVIC~1/site/cfg/Headings.txt')'''

To fix it, run the command this way:

pdm_kit -f request_category.txt -t CAT -x -n MyTest_Template

''Where MyTest_Template is the name of the template name in the Headings file located on NX_ROOT\site\cfg\''

== See Also ==

[[pdm_kit]]

----
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To discuss or ask questions about this article, select the ''discussion'' tab above.</font></div>

Service Desk ERD (Entity Relationship Diagram)

2008-07-08T06:48:49Z

BrianM:

[[Category:Miscellaneous]]
USD Entity Relationship Diagram showing a list of tables and the links...

[[Media:R11_ERD.zip|Click here to download the USD r11 ERD]]

--<small>Provided by [[User:N@irB|N@irB]].</small>

----
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Adhoc\Other Reports

2008-07-08T06:43:17Z

BrianM: /* View session logs for a single user */

[[Category:Reporting]]
== View session logs for a single user ==

The following steps guides you through steps to view session logs a user on USD.

1. Log on to USD with '''Analyst''' access

2. Go to: '''ServiceDesk''' Tab

3. Go to: '''View -> Profile Browser'''

4. Search for the contact\user you want to see activity for...

5. Once found, click the '''Recent Activity''' button

The result is a list of all login and logout times that user has ever done on USD.

--<small>Article provided by [[User:N@irB|N@irB]].</small>

----
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Pdm kit

2008-07-08T06:42:04Z

BrianM: /* Examples */

[[Category:Commands]]
This command can be used to import knowledge data.

== Usage ==

You can specify input parameters in two ways:

1. Using command line arguments

2. Using configuration file kit_config.txt (via pdm_kit –i)

pdm_kit [-h] [-i] [-f] [-e] [-o] [-s] [-t] [-r] [-v] [-d] [-x] [filename]
<br>
{|
|-
! Command
! Description
! Remarks
|-
| -h
|Specifies help
|-
| -i
|Specifies the user input template defined in kit_config.txt.
|-
| -f
|importing file
|-
| -e
|header file
|-
| -o
|Default document owner. (KBI and KPF formats only)
|-
| -s
|Default document status. ((KBI and KPF formats only)
|-
| -t
|Type of import - KBI, KPF, TXT, CAT
|-
| -r
|Error thresh hold ratio
|-
| -v
|Specifies that the output should contain more information during import such as, attribute values of the document that is currently imported.
|-
| -d
|Specifies that the document indexing feature should be turned off.
|-
| -x
|Specifies that the document re indexing feature should be turned off.
|-
| -filename
|Specifies the name of the template or file that is imported.
|-
|}

== Examples ==
pdm_kit -f request_category.txt -t CAT -x

--<small>Article provided by [[User:N@irB|N@irB]].</small>

----
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Pdm kit

2008-07-08T06:40:08Z

BrianM: /* Usage */

[[Category:Commands]]
This command can be used to import knowledge data.

== Usage ==

You can specify input parameters in two ways:

1. Using command line arguments

2. Using configuration file kit_config.txt (via pdm_kit –i)

pdm_kit [-h] [-i] [-f] [-e] [-o] [-s] [-t] [-r] [-v] [-d] [-x] [filename]
<br>
{|
|-
! Command
! Description
! Remarks
|-
| -h
|Specifies help
|-
| -i
|Specifies the user input template defined in kit_config.txt.
|-
| -f
|importing file
|-
| -e
|header file
|-
| -o
|Default document owner. (KBI and KPF formats only)
|-
| -s
|Default document status. ((KBI and KPF formats only)
|-
| -t
|Type of import - KBI, KPF, TXT, CAT
|-
| -r
|Error thresh hold ratio
|-
| -v
|Specifies that the output should contain more information during import such as, attribute values of the document that is currently imported.
|-
| -d
|Specifies that the document indexing feature should be turned off.
|-
| -x
|Specifies that the document re indexing feature should be turned off.
|-
| -filename
|Specifies the name of the template or file that is imported.
|-
|}

== Examples ==
pdm_kit -f request_category.txt -t CAT -x

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

Pdm kit

2008-07-08T06:38:37Z

BrianM: /* Usage */

[[Category:Commands]]
This command can be used to import knowledge data.

== Usage ==

--<small>Article provided by [[User:N@irB|N@irB]].</small>

You can specify input parameters in two ways:

1. Using command line arguments

2. Using configuration file kit_config.txt (via pdm_kit –i)

pdm_kit [-h] [-i] [-f] [-e] [-o] [-s] [-t] [-r] [-v] [-d] [-x] [filename]
<br>
{|
|-
! Command
! Description
! Remarks
|-
| -h
|Specifies help
|-
| -i
|Specifies the user input template defined in kit_config.txt.
|-
| -f
|importing file
|-
| -e
|header file
|-
| -o
|Default document owner. (KBI and KPF formats only)
|-
| -s
|Default document status. ((KBI and KPF formats only)
|-
| -t
|Type of import - KBI, KPF, TXT, CAT
|-
| -r
|Error thresh hold ratio
|-
| -v
|Specifies that the output should contain more information during import such as, attribute values of the document that is currently imported.
|-
| -d
|Specifies that the document indexing feature should be turned off.
|-
| -x
|Specifies that the document re indexing feature should be turned off.
|-
| -filename
|Specifies the name of the template or file that is imported.
|-
|}

== Examples ==
pdm_kit -f request_category.txt -t CAT -x

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

Exporting From DB to Excel

2008-07-08T06:37:26Z

BrianM:

This article contains the procedures for importing data from the Service Desk to an MS Excel file. Please note that these procedures extract data directly from the MDB (Service Desk database) via simple query through a data source.

--<small>Article provided by [[User:N@irB|N@irB]].</small>

'''WARNING''': Continuous running of such queries that run long or return too much data can cause performance issues to users logged on and working on the application.

#Open a new clean Excel file<br>
#Go to Data -> Import External Data -> New Database Query<br>
#Select the fields you need and run the query (''link tables if you have to'')<br>
#Export to Excel and save the file (''If you already have the query somewhere, just follow the steps and instead of selecting the fields, you simply paste your query and run it then save the results to an excel spreadsheet'')

Next time you want to run the same query to get the updated data, you simply do the following:
#Open the Excel file from the previous steps<br>
#Go to Data -> Refresh Data (''This will run the query and return the new data to the spreadsheet'')

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

User:N@irB

2008-07-08T06:34:45Z

BrianM: New page: === About Me === N@irB stands for ... Well, I'm not gonna tell you (''Just read it backwards and replace '@' with 'a'''). How creative is that? The Unicenter Service Desk product has be...

=== About Me ===

N@irB stands for ... Well, I'm not gonna tell you (''Just read it backwards and replace '@' with 'a'''). How creative is that?

The Unicenter Service Desk product has been my primary focus since my employment in 2005. I have worked exclusively with 6.0_SP1, and r11.2. I have also done some work with other CA applications such Unicenter ServicePlus Dashboard (r6 and r11), CleverPath Reporter (r4.1) and CleverPath Portal (r4.1).

Load Request Areas as Knowledge Categories

2008-07-08T06:33:37Z

BrianM:

The following steps are used to load ServiceDesk Request Areas as Knowledge Categories.

--<small>Article provided by [[User:N@irB|N@irB]].</small>

1. '''Extract the categories (request areas) to a file''':

pdm_extract -f "SELECT sym FROM Prob_Category" > request_categories.txt (''You can call the file anything'')

2. '''Open the newly created file (''request_category.txt'') and make the following changes''':

* Remove the table headers
* Remove all the curly brackets ({})
* Remove all the quotes (")
* Replace all the dots (.) with a greater than sign (>)
* Save the file after making all the changes

3. '''Run pdm_kit''' with the file as input

pdm_kit -f request_category.txt -t CAT -x

''(This assumes you execute the pdm_kit command directly where the file (request_category.txt) is store. Otherwise specify the full path of the file)''

== See Also ==

[[pdm_kit]]

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

User:BrianM

2008-07-08T06:31:22Z

BrianM:

User:BrianM

2008-07-08T06:24:43Z

BrianM: New page: === About Me === The Unicenter Service Desk product has been my primary focus since my employment in 2005. I have worked exclusively with 6.0_SP1, and r11.2. I have also done some work wi...

=== About Me ===

The Unicenter Service Desk product has been my primary focus since my employment in 2005. I have worked exclusively with 6.0_SP1, and r11.2. I have also done some work with other CA applications such Unicenter ServicePlus Dashboard (r6 and r11), CleverPath Reporter (r4.1) and CleverPath Portal (r4.1).

Load Request Areas as Knowledge Categories

2008-07-08T06:14:49Z

BrianM:

The following steps are used to load ServiceDesk Request Areas as Knowledge Categories.

--<small>Article provided by [[User:BrianM|N@irB]].</small>

1. '''Extract the categories (request areas) to a file''':

pdm_extract -f "SELECT sym FROM Prob_Category" > request_categories.txt (''You can call the file anything'')

2. '''Open the newly created file (''request_category.txt'') and make the following changes''':

* Remove the table headers
* Remove all the curly brackets ({})
* Remove all the quotes (")
* Replace all the dots (.) with a greater than sign (>)
* Save the file after making all the changes

3. '''Run pdm_kit''' with the file as input

pdm_kit -f request_category.txt -t CAT -x

''(This assumes you execute the pdm_kit command directly where the file (request_category.txt) is store. Otherwise specify the full path of the file)''

== See Also ==

[[pdm_kit]]

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

Pdm kit

2008-07-07T08:06:23Z

BrianM: /* Usage */

[[Category:Commands]]
This command can be used to import knowledge data.

== Usage ==

You can specify input parameters in two ways:

1. Using command line arguments

2. Using configuration file kit_config.txt (via pdm_kit –i)

pdm_kit [-h] [-i] [-f] [-e] [-o] [-s] [-t] [-r] [-v] [-d] [-x] [filename]
<br>
{|
|-
! Command
! Description
! Remarks
|-
| -h
|Specifies help
|-
| -i
|Specifies the user input template defined in kit_config.txt.
|-
| -f
|importing file
|-
| -e
|header file
|-
| -o
|Default document owner. (KBI and KPF formats only)
|-
| -s
|Default document status. ((KBI and KPF formats only)
|-
| -t
|Type of import - KBI, KPF, TXT, CAT
|-
| -r
|Error thresh hold ratio
|-
| -v
|Specifies that the output should contain more information during import such as, attribute values of the document that is currently imported.
|-
| -d
|Specifies that the document indexing feature should be turned off.
|-
| -x
|Specifies that the document re indexing feature should be turned off.
|-
| -filename
|Specifies the name of the template or file that is imported.
|-
|}

== Examples ==
pdm_kit -f request_category.txt -t CAT -x

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

Pdm kit

2008-07-04T12:52:41Z

BrianM: /* Usage */

== Usage ==

You can specify input parameters in two ways:

1. Using command line arguments

2. Using configuration file kit_config.txt (via pdm_kit –i)

pdm_kit [-h] [-i] [-f] [-e] [-o] [-s] [-t] [-r] [-v] [-d] [-x] [filename]
<br>
{|
|-
! Command
! Description
! Remarks
|-
| -h
|Specifies help
|-
| -i
|Specifies the user input template defined in kit_config.txt.
|-

Pdm kit

2008-07-04T12:46:39Z

BrianM: New page: == Usage == pdm_kit [-h] [-i] [-f] [-e] [-o] [-s] [-t] [-r] [-v] [-d] [-x] [filename] <br> {| |- ! Command ! Description ! Remarks

== Usage ==
pdm_kit [-h] [-i] [-f] [-e] [-o] [-s] [-t] [-r] [-v] [-d] [-x] [filename]
<br>
{|
|-
! Command
! Description
! Remarks

Load Request Areas as Knowledge Categories

2008-07-04T12:24:15Z

BrianM:

The following steps are used to load ServiceDesk Request Areas as Knowledge Categories.

1. '''Extract the categories (request areas) to a file''':

pdm_extract -f "SELECT sym FROM Prob_Category" > request_categories.txt (''You can call the file anything'')

2. '''Open the newly created file (''request_category.txt'') and make the following changes''':

* Remove the table headers
* Remove all the curly brackets ({})
* Remove all the quotes (")
* Replace all the dots (.) with a greater than sign (>)
* Save the file after making all the changes

3. '''Run pdm_kit''' with the file as input

pdm_kit -f request_category.txt -t CAT -x

''(This assumes you execute the pdm_kit command directly where the file (request_category.txt) is store. Otherwise specify the full path of the file)''

See also [[pdm_kit]] for more options available for this command

Command-Line Utility Reference

2008-07-04T12:20:46Z

BrianM: /* Executables */

==Official Documentation==
Appendix E of the '''Unicenter Service Desk Administrator Guide''' provides basic information about key command-line executables that ship with Service Desk.

==Basic Information==
* Located in the [servicedesk]/bin folder
* Basic syntax is available for most commands by typing "''commandname -h''" or just "''commandname''"<br>'''NOTE''': It is best to check a command's reference below to determine the best way to retrieve information. "-h" works with some commands. No parameters work with commands. Some commands attempt to perform actions even if -h is specified. Unfortunately, there appears to be no consistency with the command line syntax.

==Executables==
* [[add_user]] -
* [[animator_nxd]] -
* [[bop_adump]] - returns information about an attribute
* [[bop_cmd]] -
* [[bop_ddump]] - dumps all class information
* [[bop_ldump]] -
* [[bop_odump]] - dumps the object data
* [[bop_sinfo]] - returns information about objects (attributes, methods, triggers)
* [[pdm_extract]] - dumps data from the database to the screen or file
* [[pdm_cache_refresh]] - refreshes object cache from the database
* [[pdm_d_refresh]] - selectively starts, stops and restarts sets of daemons
* [[pdm_deref]] - used for finding and replacing data with data found in another database table.
* [[pdm_load]] - loads information directly into the database
* [[pdm_publish]] - publishes schema changes
* [[pdm_tomcat_nxd]] - manages the tomcat daemon
* [[pdm_webcache]] - clears the web page cache
* [[pdm_kit]] - imports files or templates into Knowledge
* More to come...

[[Category:Miscellaneous]]

Load Request Areas as Knowledge Categories

2008-07-04T12:17:59Z

BrianM: New page: The following steps are used to load ServiceDesk Request Areas as Knowledge Categories. 1. '''Extract the categories (request areas) to a file''': pdm_extract -f "SELECT sym FROM Prob_C...

Integrating Service Desk with Unicenter Knowledge Tools

2008-07-04T12:05:55Z

BrianM: New page: Load Request Areas as Knowledge Categories

[[Load Request Areas as Knowledge Categories]]

Service Desk Library

2008-07-04T12:03:25Z

BrianM: /* CA Applications */

__NOTOC__
[[:Category:Service_Desk|Browse the Service Desk Categories]]

= [[:Category:First Things First|'''First Things First''']] =

{| width="100%"
|-
| width="50%" align="left" style="vertical-align:top;" |
*[[Recommendations for those new to Service Desk]]
| width="50%" align="left" style="vertical-align:top;" |
*[[Things to consider before deploying]]
|-
|}

= [[:Category:Installation|'''Installation''']] =

{| width="100%"
|-
| width="50%" align="left" style="vertical-align:top;" |
*[[Migrating 6.0 to r11]]
*[[Steps to building a R11.2 Test System]]
| width="50%" align="left" style="vertical-align:top;" |
*[[Patches]]
|-
|}

= [[:Category:Configuration|'''Configuration''']] =

{| width="100%"
|-
| width="34%" align="left" style="vertical-align:top;" |
*[[Archive & Purge]]
*[[Attachments Library]]
*[[Auto-Assignment]]
*[[Change Impact Analyzer]]
*[[Configuration Items]]
| width="33%" align="left" style="vertical-align:top;" |
*[[Data Partitions]]
*[[Events and Macros]]
*[[Notifications]]
*[[Options Manager]]
*[[Scoreboard]]
| width="33%" align="left" style="vertical-align:top;" |
*[[Security]]
*[[Service Contract]]
*[[Stored Queries]]
*[[Surveys]]
|-
|}

= [[:Category:Customization|'''Customization''']] =

{| width="100%"
|-
| width="50%" align="left" style="vertical-align:top;" |
*[[Object Changes]]
*[[Object Triggers]]
*[[Sample Customizations]]
| width="50%" align="left" style="vertical-align:top;" |
*[[Schema Changes]]
*[[Screen Changes]]
*[[Spel Reference Guide]]
|-
|}

= [[:Category:Integration|'''Integration''']] =

=== CA Applications ===

{| width="100%"
|-
| width="50%" align="left" style="vertical-align:top;" |
*[[Integrating Service Desk with CA Change Management Integration|CA Change Management Integration with Clarity and Harvest]]
*[[Integrating Service Desk with CA Desktop Management Suite|CA Desktop Management Suite]]
*[[Integrating Service Desk with CA Workflow|CA Workflow]]
*[[Integrating Service Desk with CA CMDB|CA CMDB]]
*[[Integrating Service Desk with CA SupportBridge Solutions|CA SupportBridge Solutions]]
*[[Integrating Service Desk with CA Workflow|CA Workflow]]
| width="50%" align="left" style="vertical-align:top;" |
*[[Integrating Service Desk with Unicenter Asset Management|Unicenter Asset Management]]
*[[Integrating Service Desk with Unicenter Asset Portfolio Management|Unicenter Asset Portfolio Management]]
*[[Integrating Service Desk with Unicenter NSM|Unicenter NSM]]
*[[Integrating Service Desk with Unicenter Remote Control|Unicenter Remote Control]]
*[[Integrating Service Desk with Unicenter Software Delivery|Unicenter Software Delivery]]
*[[Integrating Service Desk with Unicenter Knowledge Tools|Unicenter Knowledge Tools]]
|-
|}

=== Non-CA Applications ===

{| width="100%"
|-
| width="50%" align="left" style="vertical-align:top;" |
*[[Integrating Service Desk with Microsoft SMS|Microsoft SMS]]
| width="50%" align="left" style="vertical-align:top;" |
*[[Integrating Service Desk with Peoplesoft|Peoplesoft]]
|-
|}

=== Custom Integrations ===

{| width="100%"
|-
| width="50%" align="left" style="vertical-align:top;" |
*[[Command-Line Interface]]
*[[URLS for Computer Telephony Integration (CTI)|Computer Telephony Integration (CTI)]]
*[[LDAP Integration]]
*[[Maileater]]
| width="50%" align="left" style="vertical-align:top;" |
*[[Portal Integration]]
*[[Single Sign-on]]
*[[Web Services]]
|-
|}

= [[:Category:Reporting|'''Reporting''']] =

{| width="100%"
|-
| width="50%" align="left" style="vertical-align:top;" |
*[[Adhoc\Other Reports]]
*[[Crystal Reports]]
*[[Dashboard Guide|Service Desk Dashboard]]
| width="50%" align="left" style="vertical-align:top;" |
*[[MS Access]]
*[[MS Excel]]
*[[MS SQL Reporting Services]]
*[[Sample Queries]]
|-
|}

= [[:Category:Miscellaneous|'''Miscellaneous''']] =

{| width="100%"
|-
| width="50%" align="left" style="vertical-align:top;" |
*[[Command-Line Utility Reference]]
*[[Service Desk ERD (Entity Relationship Diagram)]]
*[[Service Desk FAQ]]
| width="50%" align="left" style="vertical-align:top;" |
*[[Solutions To Problems]]
*[[Table Reference]]
*[[Understanding Service Desk Time]]
*[[Useful Web Sites]]
|-
|}

[[Category:Service Desk]]

Single Sign-on

2008-07-04T07:45:58Z

BrianM: New page: The document below contains steps to Configure Single Sign-On on USD. Click here to download the document

The document below contains steps to Configure Single Sign-On on USD.

[[Media:Enabling_Single_Sign_On_on_USD.zip|Click here to download the document]]

Exporting From DB to Excel

2008-07-02T08:24:55Z

BrianM: New page: Below is a list of steps to extract data from ServiceDesk and export to MS Excell file. Please note that this extracts data directly from the MDB (ServiceDesk database) via simple query th...

Below is a list of steps to extract data from ServiceDesk and export to MS Excell file. Please note that this extracts data directly from the MDB (ServiceDesk database) via simple query through a data source.

'''WARNING''': Continous running of such queries that run long or return too much data can cause performance issues to users logged on and working on the application.

1. Open a new clean Excel file

2. Go to Data -> Import External Data -> New Database Query

3. Select the fields you need and run the query (''link tables if you have to'')

4. Export to Excel and save the file (''If you already have the query somewhere, just follow the steps and instead of selecting the fields, you simply paste your query and run it then save the results to an excel spreadsheet'')

Next time you want to run the same query to get the updated data, you simply do the following:

1. Open the Excel file from the previous steps

2. Go to Data -> Refresh Data (''This will run the query and return the new data to the spreadsheet'')

MS Excel

2008-07-02T08:22:28Z

BrianM:

{| width="100%"
|-
| width="50%" align="left" style="vertical-align:top;" |
*[[Exporting data from ServiceDesk to Excell file]]

Service Desk Library

2008-07-02T08:21:09Z

BrianM: /* '''Reporting''' */

__NOTOC__
[[:Category:Service_Desk|Browse the Service Desk Categories]]

= [[:Category:First Things First|'''First Things First''']] =

{| width="100%"
|-
| width="50%" align="left" style="vertical-align:top;" |
*[[Recommendations for those new to Service Desk]]
| width="50%" align="left" style="vertical-align:top;" |
*[[Things to consider before deploying]]
|-
|}

= [[:Category:Installation|'''Installation''']] =

{| width="100%"
|-
| width="50%" align="left" style="vertical-align:top;" |
*[[Migrating 6.0 to r11]]
*[[Steps to building a R11.2 Test System]]
| width="50%" align="left" style="vertical-align:top;" |
*[[Patches]]
|-
|}

= [[:Category:Configuration|'''Configuration''']] =

{| width="100%"
|-
| width="34%" align="left" style="vertical-align:top;" |
*[[Archive & Purge]]
*[[Attachments Library]]
*[[Auto-Assignment]]
*[[Change Impact Analyzer]]
*[[Configuration Items]]
| width="33%" align="left" style="vertical-align:top;" |
*[[Data Partitions]]
*[[Events and Macros]]
*[[Notifications]]
*[[Options Manager]]
*[[Scoreboard]]
| width="33%" align="left" style="vertical-align:top;" |
*[[Security]]
*[[Service Contract]]
*[[Stored Queries]]
*[[Surveys]]
|-
|}

= [[:Category:Customization|'''Customization''']] =

{| width="100%"
|-
| width="50%" align="left" style="vertical-align:top;" |
*[[Object Changes]]
*[[Object Triggers]]
*[[Sample Customizations]]
| width="50%" align="left" style="vertical-align:top;" |
*[[Schema Changes]]
*[[Screen Changes]]
*[[Spel Reference Guide]]
|-
|}

= [[:Category:Integration|'''Integration''']] =

=== CA Applications ===

{| width="100%"
|-
| width="50%" align="left" style="vertical-align:top;" |
*[[Integrating Service Desk with CA Change Management Integration|CA Change Management Integration with Clarity and Harvest]]
*[[Integrating Service Desk with CA Desktop Management Suite|CA Desktop Management Suite]]
*[[Integrating Service Desk with CA Workflow|CA Workflow]]
*[[Integrating Service Desk with CA CMDB|CA CMDB]]
*[[Integrating Service Desk with CA SupportBridge Solutions|CA SupportBridge Solutions]]
*[[Integrating Service Desk with CA Workflow|CA Workflow]]
| width="50%" align="left" style="vertical-align:top;" |
*[[Integrating Service Desk with Unicenter Asset Management|Unicenter Asset Management]]
*[[Integrating Service Desk with Unicenter Asset Portfolio Management|Unicenter Asset Portfolio Management]]
*[[Integrating Service Desk with Unicenter NSM|Unicenter NSM]]
*[[Integrating Service Desk with Unicenter Remote Control|Unicenter Remote Control]]
*[[Integrating Service Desk with Unicenter Software Delivery|Unicenter Software Delivery]]
|-
|}

=== Non-CA Applications ===

{| width="100%"
|-
| width="50%" align="left" style="vertical-align:top;" |
*[[Integrating Service Desk with Microsoft SMS|Microsoft SMS]]
| width="50%" align="left" style="vertical-align:top;" |
*[[Integrating Service Desk with Peoplesoft|Peoplesoft]]
|-
|}

=== Custom Integrations ===

{| width="100%"
|-
| width="50%" align="left" style="vertical-align:top;" |
*[[Command-Line Interface]]
*[[URLS for Computer Telephony Integration (CTI)|Computer Telephony Integration (CTI)]]
*[[LDAP Integration]]
*[[Maileater]]
| width="50%" align="left" style="vertical-align:top;" |
*[[Portal Integration]]
*[[Single Sign-on]]
*[[Web Services]]
|-
|}

= [[:Category:Reporting|'''Reporting''']] =

{| width="100%"
|-
| width="50%" align="left" style="vertical-align:top;" |
*[[Adhoc\Other Reports]]
*[[Crystal Reports]]
*[[Dashboard Guide|Service Desk Dashboard]]
*[[MS Excell]]
| width="50%" align="left" style="vertical-align:top;" |
*[[MS Access]]
*[[MS SQL Reporting Services]]
*[[Sample Queries]]
|-
|}

= [[:Category:Miscellaneous|'''Miscellaneous''']] =

{| width="100%"
|-
| width="50%" align="left" style="vertical-align:top;" |
*[[Command-Line Utility Reference]]
*[[Service Desk ERD (Entity Relationship Diagram)]]
*[[Service Desk FAQ]]
| width="50%" align="left" style="vertical-align:top;" |
*[[Solutions To Problems]]
*[[Table Reference]]
*[[Understanding Service Desk Time]]
*[[Useful Web Sites]]
|-
|}

[[Category:Service Desk]]

Service Desk Library

2008-07-02T08:11:19Z

BrianM: /* '''Reporting''' */

__NOTOC__
[[:Category:Service_Desk|Browse the Service Desk Categories]]

= [[:Category:First Things First|'''First Things First''']] =

{| width="100%"
|-
| width="50%" align="left" style="vertical-align:top;" |
*[[Recommendations for those new to Service Desk]]
| width="50%" align="left" style="vertical-align:top;" |
*[[Things to consider before deploying]]
|-
|}

= [[:Category:Installation|'''Installation''']] =

{| width="100%"
|-
| width="50%" align="left" style="vertical-align:top;" |
*[[Migrating 6.0 to r11]]
*[[Steps to building a R11.2 Test System]]
| width="50%" align="left" style="vertical-align:top;" |
*[[Patches]]
|-
|}

= [[:Category:Configuration|'''Configuration''']] =

{| width="100%"
|-
| width="34%" align="left" style="vertical-align:top;" |
*[[Archive & Purge]]
*[[Attachments Library]]
*[[Auto-Assignment]]
*[[Change Impact Analyzer]]
*[[Configuration Items]]
| width="33%" align="left" style="vertical-align:top;" |
*[[Data Partitions]]
*[[Events and Macros]]
*[[Notifications]]
*[[Options Manager]]
*[[Scoreboard]]
| width="33%" align="left" style="vertical-align:top;" |
*[[Security]]
*[[Service Contract]]
*[[Stored Queries]]
*[[Surveys]]
|-
|}

= [[:Category:Customization|'''Customization''']] =

{| width="100%"
|-
| width="50%" align="left" style="vertical-align:top;" |
*[[Object Changes]]
*[[Object Triggers]]
*[[Sample Customizations]]
| width="50%" align="left" style="vertical-align:top;" |
*[[Schema Changes]]
*[[Screen Changes]]
*[[Spel Reference Guide]]
|-
|}

= [[:Category:Integration|'''Integration''']] =

=== CA Applications ===

{| width="100%"
|-
| width="50%" align="left" style="vertical-align:top;" |
*[[Integrating Service Desk with CA Change Management Integration|CA Change Management Integration with Clarity and Harvest]]
*[[Integrating Service Desk with CA Desktop Management Suite|CA Desktop Management Suite]]
*[[Integrating Service Desk with CA Workflow|CA Workflow]]
*[[Integrating Service Desk with CA CMDB|CA CMDB]]
*[[Integrating Service Desk with CA SupportBridge Solutions|CA SupportBridge Solutions]]
*[[Integrating Service Desk with CA Workflow|CA Workflow]]
| width="50%" align="left" style="vertical-align:top;" |
*[[Integrating Service Desk with Unicenter Asset Management|Unicenter Asset Management]]
*[[Integrating Service Desk with Unicenter Asset Portfolio Management|Unicenter Asset Portfolio Management]]
*[[Integrating Service Desk with Unicenter NSM|Unicenter NSM]]
*[[Integrating Service Desk with Unicenter Remote Control|Unicenter Remote Control]]
*[[Integrating Service Desk with Unicenter Software Delivery|Unicenter Software Delivery]]
|-
|}

=== Non-CA Applications ===

{| width="100%"
|-
| width="50%" align="left" style="vertical-align:top;" |
*[[Integrating Service Desk with Microsoft SMS|Microsoft SMS]]
| width="50%" align="left" style="vertical-align:top;" |
*[[Integrating Service Desk with Peoplesoft|Peoplesoft]]
|-
|}

=== Custom Integrations ===

{| width="100%"
|-
| width="50%" align="left" style="vertical-align:top;" |
*[[Command-Line Interface]]
*[[URLS for Computer Telephony Integration (CTI)|Computer Telephony Integration (CTI)]]
*[[LDAP Integration]]
*[[Maileater]]
| width="50%" align="left" style="vertical-align:top;" |
*[[Portal Integration]]
*[[Single Sign-on]]
*[[Web Services]]
|-
|}

= [[:Category:Reporting|'''Reporting''']] =

{| width="100%"
|-
| width="50%" align="left" style="vertical-align:top;" |
*[[Adhoc\Other Reports]]
*[[Crystal Reports]]
*[[Dashboard Guide|Service Desk Dashboard]]
*[[MS Excell (Exporting data from ServiceDesk to Excell file)]]
| width="50%" align="left" style="vertical-align:top;" |
*[[MS Access]]
*[[MS SQL Reporting Services]]
*[[Sample Queries]]
|-
|}

= [[:Category:Miscellaneous|'''Miscellaneous''']] =

{| width="100%"
|-
| width="50%" align="left" style="vertical-align:top;" |
*[[Command-Line Utility Reference]]
*[[Service Desk ERD (Entity Relationship Diagram)]]
*[[Service Desk FAQ]]
| width="50%" align="left" style="vertical-align:top;" |
*[[Solutions To Problems]]
*[[Table Reference]]
*[[Understanding Service Desk Time]]
*[[Useful Web Sites]]
|-
|}

[[Category:Service Desk]]

MS Excel

2008-07-02T08:09:39Z

Below is a list of steps to extract data from ServiceDesk and export to MS Excell file. Please note that this extracts data directly from the MDB (ServiceDesk database) via simple query through a data source.

'''WARNING''': Continous running of such queries that run long or return too much data can bring cause performance issues on users logged on to the application.

1. Open a new clean Excel file

2. Go to Data -> Import External Data -> New Database Query

3. Select the fields you need and run the query (''link tables if you have to'')

4. Export to Excel and save the file (''If you already have the query somewhere, just follow the steps and instead of selecting the fields, you simply paste your query and run it then save the results to an excel spreadsheet'')

Next time you want to run the same query to get the updated data, you simply do the following:

1. Open the Excel file from the previous steps

2. Go to Data -> Refresh Data (This will run the query and return the new data to the spreadsheet)

Service Desk Library

2008-07-02T07:59:21Z

BrianM: /* '''Reporting''' */

__NOTOC__
[[:Category:Service_Desk|Browse the Service Desk Categories]]

= [[:Category:First Things First|'''First Things First''']] =

{| width="100%"
|-
| width="50%" align="left" style="vertical-align:top;" |
*[[Recommendations for those new to Service Desk]]
| width="50%" align="left" style="vertical-align:top;" |
*[[Things to consider before deploying]]
|-
|}

= [[:Category:Installation|'''Installation''']] =

{| width="100%"
|-
| width="50%" align="left" style="vertical-align:top;" |
*[[Migrating 6.0 to r11]]
*[[Steps to building a R11.2 Test System]]
| width="50%" align="left" style="vertical-align:top;" |
*[[Patches]]
|-
|}

= [[:Category:Configuration|'''Configuration''']] =

{| width="100%"
|-
| width="34%" align="left" style="vertical-align:top;" |
*[[Archive & Purge]]
*[[Attachments Library]]
*[[Auto-Assignment]]
*[[Change Impact Analyzer]]
*[[Configuration Items]]
| width="33%" align="left" style="vertical-align:top;" |
*[[Data Partitions]]
*[[Events and Macros]]
*[[Notifications]]
*[[Options Manager]]
*[[Scoreboard]]
| width="33%" align="left" style="vertical-align:top;" |
*[[Security]]
*[[Service Contract]]
*[[Stored Queries]]
*[[Surveys]]
|-
|}

= [[:Category:Customization|'''Customization''']] =

{| width="100%"
|-
| width="50%" align="left" style="vertical-align:top;" |
*[[Object Changes]]
*[[Object Triggers]]
*[[Sample Customizations]]
| width="50%" align="left" style="vertical-align:top;" |
*[[Schema Changes]]
*[[Screen Changes]]
*[[Spel Reference Guide]]
|-
|}

= [[:Category:Integration|'''Integration''']] =

=== CA Applications ===

{| width="100%"
|-
| width="50%" align="left" style="vertical-align:top;" |
*[[Integrating Service Desk with CA Change Management Integration|CA Change Management Integration with Clarity and Harvest]]
*[[Integrating Service Desk with CA Desktop Management Suite|CA Desktop Management Suite]]
*[[Integrating Service Desk with CA Workflow|CA Workflow]]
*[[Integrating Service Desk with CA CMDB|CA CMDB]]
*[[Integrating Service Desk with CA SupportBridge Solutions|CA SupportBridge Solutions]]
*[[Integrating Service Desk with CA Workflow|CA Workflow]]
| width="50%" align="left" style="vertical-align:top;" |
*[[Integrating Service Desk with Unicenter Asset Management|Unicenter Asset Management]]
*[[Integrating Service Desk with Unicenter Asset Portfolio Management|Unicenter Asset Portfolio Management]]
*[[Integrating Service Desk with Unicenter NSM|Unicenter NSM]]
*[[Integrating Service Desk with Unicenter Remote Control|Unicenter Remote Control]]
*[[Integrating Service Desk with Unicenter Software Delivery|Unicenter Software Delivery]]
|-
|}

=== Non-CA Applications ===

{| width="100%"
|-
| width="50%" align="left" style="vertical-align:top;" |
*[[Integrating Service Desk with Microsoft SMS|Microsoft SMS]]
| width="50%" align="left" style="vertical-align:top;" |
*[[Integrating Service Desk with Peoplesoft|Peoplesoft]]
|-
|}

=== Custom Integrations ===

{| width="100%"
|-
| width="50%" align="left" style="vertical-align:top;" |
*[[Command-Line Interface]]
*[[URLS for Computer Telephony Integration (CTI)|Computer Telephony Integration (CTI)]]
*[[LDAP Integration]]
*[[Maileater]]
| width="50%" align="left" style="vertical-align:top;" |
*[[Portal Integration]]
*[[Single Sign-on]]
*[[Web Services]]
|-
|}

= [[:Category:Reporting|'''Reporting''']] =

{| width="100%"
|-
| width="50%" align="left" style="vertical-align:top;" |
*[[Adhoc\Other Reports]]
*[[Crystal Reports]]
*[[Dashboard Guide|Service Desk Dashboard]]
*[[MS Excell]]
| width="50%" align="left" style="vertical-align:top;" |
*[[MS Access]]
*[[MS SQL Reporting Services]]
*[[Sample Queries]]
|-
|}

= [[:Category:Miscellaneous|'''Miscellaneous''']] =

{| width="100%"
|-
| width="50%" align="left" style="vertical-align:top;" |
*[[Command-Line Utility Reference]]
*[[Service Desk ERD (Entity Relationship Diagram)]]
*[[Service Desk FAQ]]
| width="50%" align="left" style="vertical-align:top;" |
*[[Solutions To Problems]]
*[[Table Reference]]
*[[Understanding Service Desk Time]]
*[[Useful Web Sites]]
|-
|}

[[Category:Service Desk]]

Service Desk ERD (Entity Relationship Diagram)

2008-06-27T08:08:16Z

BrianM:

USD Entity Relationship Diagram showing a list of tables and the links...

[[Media:R11_ERD.zip|Click here to download the USD r11 ERD]]

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

Service Desk Library

2008-05-30T08:31:27Z

BrianM: /* Custom Integrations */

__NOTOC__
[[:Category:Service_Desk|Browse the Service Desk Categories]]

= [[:Category:First Things First|'''First Things First''']] =

{| width="100%"
|-
| width="50%" align="left" style="vertical-align:top;" |
*[[Recommendations for those new to Service Desk]]
| width="50%" align="left" style="vertical-align:top;" |
*[[Things to consider before deploying]]
|-
|}

= [[:Category:Installation|'''Installation''']] =

{| width="100%"
|-
| width="50%" align="left" style="vertical-align:top;" |
*[[Migrating 6.0 to r11]]
| width="50%" align="left" style="vertical-align:top;" |
*[[Patches]]
|-
|}

= [[:Category:Configuration|'''Configuration''']] =

{| width="100%"
|-
| width="34%" align="left" style="vertical-align:top;" |
*[[Archive & Purge]]
*[[Attachments Library]]
*[[Auto-Assignment]]
*[[Change Impact Analyzer]]
| width="33%" align="left" style="vertical-align:top;" |
*[[Events and Macros]]
*[[Notifications]]
*[[Options Manager]]
*[[Scoreboard]]
| width="33%" align="left" style="vertical-align:top;" |
*[[Security]]
*[[Service Contract]]
*[[Stored Queries]]
*[[Surveys]]
|-
|}

= [[:Category:Customization|'''Customization''']] =

{| width="100%"
|-
| width="50%" align="left" style="vertical-align:top;" |
*[[Schema Changes]]
*[[Screen Changes]]
| width="50%" align="left" style="vertical-align:top;" |
*[[Spel Reference Guide]]
*[[Sample Customizations]]
|-
|}

= [[:Category:Integration|'''Integration''']] =

=== CA Applications ===

{| width="100%"
|-
| width="50%" align="left" style="vertical-align:top;" |
*[[Integrating Service Desk with CA Change Management Integration|CA Change Management Integration with Clarity and Harvest]]
*[[Integrating Service Desk with CA Desktop Management Suite|CA Desktop Management Suite]]
*[[Integrating Service Desk with CA Workflow|CA Workflow]]
*[[Integrating Service Desk with CA CMDB|CA CMDB]]
*[[Integrating Service Desk with CA SupportBridge Solutions|CA SupportBridge Solutions]]
*[[Integrating Service Desk with CA Workflow|CA Workflow]]
| width="50%" align="left" style="vertical-align:top;" |
*[[Integrating Service Desk with Unicenter Asset Management|Unicenter Asset Management]]
*[[Integrating Service Desk with Unicenter Asset Portfolio Management|Unicenter Asset Portfolio Management]]
*[[Integrating Service Desk with Unicenter NSM|Unicenter NSM]]
*[[Integrating Service Desk with Unicenter Remote Control|Unicenter Remote Control]]
*[[Integrating Service Desk with Unicenter Software Delivery|Unicenter Software Delivery]]
|-
|}

=== Non-CA Applications ===

{| width="100%"
|-
| width="50%" align="left" style="vertical-align:top;" |
*[[Integrating Service Desk with Microsoft SMS|Microsoft SMS]]
| width="50%" align="left" style="vertical-align:top;" |
*[[Integrating Service Desk with Peoplesoft|Peoplesoft]]
|-
|}

=== Custom Integrations ===

{| width="100%"
|-
| width="50%" align="left" style="vertical-align:top;" |
*[[Command-Line Interface]]
*[[URLS for Computer Telephony Integration (CTI)|Computer Telephony Integration (CTI)]]
*[[LDAP Integration]]
*[[Single Sign-on]]
| width="50%" align="left" style="vertical-align:top;" |
*[[Maileater]]
*[[Portal Integration]]
*[[Web Services]]
|-
|}

= [[:Category:Reporting|'''Reporting''']] =

{| width="100%"
|-
| width="50%" align="left" style="vertical-align:top;" |
*[[Crystal Reports]]
*[[MS Access]]
*[[MS SQL Reporting Services]]
*[[Service Desk ERD (Entity Relationship Diagram)]]
| width="50%" align="left" style="vertical-align:top;" |
*[[Dashboard Guide|Service Desk Dashboard]]
*[[Sample Queries]]
*[[Adhoc\Other Reports]]
|-
|}

= [[:Category:Miscellaneous|'''Miscellaneous''']] =

{| width="100%"
|-
| width="50%" align="left" style="vertical-align:top;" |
*[[Command-Line Utility Reference]]
*[[Solutions To Problems]]
| width="50%" align="left" style="vertical-align:top;" |
*[[Table Reference]]
*[[Useful Web Sites]]
|-
|}

[[Category:Service Desk]]