SDU - User contributions [en]

Modify Action and Condition Macros via the GUI

2012-07-26T19:38:00Z

Danegrey: /* Step 1. Edit the detail_macro.htmpl form */

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

== Overview ==
This article provides instructions on how to modify Action and Condition Macros via the Web Client.

Notice: CA does not support modifications to any default Action or Condition Macros, nor do they support the creation of any custom Action or Condition Macros.

== Procedures ==
=== Step 1. Edit the detail_macro.htmpl form ===
Look for the following PDM_IF:
<source lang="html4strict"><PDM_IF "$args.type" == "ACT" || "$args.type" == "COND"> //Action and Condition Macros</source>
Shortly after you will see the following:
<source lang="html4strict"><PDM_MACRO NAME=dtlReadonly hdr="Macro Type Description" attr=type.description colspan=3>
<PDM_MACRO NAME=dtlStartRow>
<PDM_MACRO NAME=dtlReadonly hdr="Macro Code" attr=usr_string1 colspan=3></source>
Simply replace the above lines with the following:
<source lang="html4strict"><PDM_MACRO NAME=dtlTextbox hdr="Macro Type Description" attr=type.description colspan=3>
<PDM_MACRO NAME=dtlStartRow>
<PDM_MACRO NAME=dtlTextbox hdr="Macro Code" attr=usr_string1 rowspan=10 size=60 colspan=3></source>

Simply replace the above lines with the following for R12.6:
<source lang="html4strict"><PDM_MACRO NAME=dtlTextbox hdr="Macro Type Description" attr=type.description size=80 colspan=4>
<PDM_MACRO NAME=dtlStartRow>
<PDM_MACRO NAME=dtlTextbox hdr="Macro Code" attr=usr_string1 rows=20 size=80 colspan=4></source>

For r11.x releases it is recommended that you edit your pages via the [[Web Screen Painter]].

=== Step 2. Clear the web cache ===
{{R11 Clear Cache}}

User:Danegrey

2012-05-04T13:33:57Z

Danegrey:

Welcome to the new Service Desk Users site.

Going to be interesting and fun, especially from my view as being one of the team

Same id as on the other one

A little bit about me.

Been working with Service Desk / AHD since 2000
Steady working with it from 2004.

-- worked on many migrations from many versions to the next

-- been involved imany implementations and many, many support roles

-- Spell Code, enough to do some little things, and understand how it works.

-- can make Service Desk do about anything with in reason and I can say NO.

-- Have worked on the XOsoft/ArcServe interface with SDM

-- current in process of reviewing NIMSOFT and other cloud applicatoins

Company I work for is called Cortechs (www.cortechs.com).
Enjoy my position of being a road warrior and getting to see different cities and clients.

Motto: It broke me fix, don’t ask me how I fix. With 30+ years in IT, there is a reason for a motto like that.

Welcome…

Steps to building a R11.2 Test System

2008-06-09T23:06:00Z

Danegrey:

The following are the steps I have used to build several test systems.

It involves getting a sql backup of mdb, with all login's in the backup and then restoring is to a test system that has been setup and have an existing mdb built.
The existing mdb is copied over using the SQL restore.

Steps to go from migrated R11.x system to a R11 test system

1 install the base product 
2 run the pdm_configure to setup and ensure the environment is correct. 
3 backup $nxroot/site/mods on the production system 
4 do the following extract on production 
4.1 pdm_extract wspcol > wspcol.txt 
4.2 pdm_extract wsptab > wsptab.txt 
5 restore the wspcol / wsptab to the test system 
5.1 pdm_load -f wspcol.txt 
5.2 pdm_load -f wsptbl.txt 
6 delete the file $nxroot/site/mods/wsp_schema.log (maybe not present) 
7 log on to the wsp 
7.1 open the schema designer 
7.2 open any table and make a dummy update (e.g. the description some place) 
7.3 choose 'File' -> 'Save and Publish' 
7.4 shutdown the Unicenter Service Desk services 
7.5 run pdm_publish 
7.6 start the Unicenter Service Desk services 
7.7 check for any errors 
7.8 sign on to Service Desk 
7.9 sign on to sql visual studio 
7.9.1 verify that any schema changes are in place 
7.10 check the ddict.sch found in $nxroot\site verify fields are in the ddict 
8 copy $nxroot/site/mods to the test system (see step 3) 
9 run the pdm_configure to setup and ensure the environment is correct. 
9.1 check ddict.sch found in $nxroot/site, to make sure that the fields were added correctly 
10 restore the database using SQL 
11 change the database name in the following table 
11.1 dlgtsrv table 
11.1.2 change the primary server name to the test server name 
11.1.2.1 sym from production name to test name 
11.1.2.2 server from production name to test name 
12 change all the notifications in the usp_contact record to 'Notification' 
12.1 c_cm_id1, c_cm_id2, c_cm_id3, c_cm_id4 
12.2 SQL Command is update dbo.usp_contact SET c_cm_idx = 1801 
13 reboot the server 
14 before running pdm_configure, check the following 
15.1 User ServiceDesk is active and available 
15.2 Update ServiceDesk in the SQL database 
 
20 Patches apply patches 
 

If any questions on this please email me, danegrey

Steps to building a R11.2 Test System

2008-06-09T23:05:19Z

Danegrey: New page: The following are the steps I have used to build several test systems. It involves getting a sql backup of mdb, with all login's in the backup and then restoring is to a test system that...

Service Desk Library

2008-06-09T22:49:23Z

Danegrey:

__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]]
| 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]]

Yellow Pages:CorTechs Inc

2008-05-30T16:02:37Z

Danegrey: New page: CorTechs is proud to be a sponsor of ServiceDeskUsers.com. Principally headquartered in Virginia, the primary focus of our CA Practice is providing Professional Services to existing CA cus...

CorTechs is proud to be a sponsor of ServiceDeskUsers.com. Principally headquartered in Virginia, the primary focus of our CA Practice is providing Professional Services to existing CA customers around CA Service Desk , Client Management Solutions (formerly Desktop Management), and Unicenter NSM.

Since our inception, The CA Practice’s mission has been to fully deliver Unicenter implementations in enterprise class environments using experienced Unicenter Engineers and proven methods. CorTechs personnel are experts in their individual areas of focus. Additionally, we have maintained our close relationship with CA to ensure full support for our customers in all aspects of working with CA including Product Support, Professional Services, Education and Software Licensing.

Primarily a consulting company, CorTechs has been built on the premise of finding, nurturing, and retaining talented IT professionals. It is our belief that people, not technology, make the difference between success and failure in IT projects. Our credentials, certifications, awards, and extremely high rate of retention speaks to our success in doing so. We are not a “body-shop”. CorTechs brings significant experience in expert-level consulting for large commercial enterprises and Federal, State & Local Government customers.

CorTechs recognizes the substantial effort CA’s core Customers have invested over many years to build the systems relied upon today to support global enterprises. From mission-critical customizations of Service Desk to large scale deployments of Client Management Systems across disparate geographical areas, the successful CA Customers have built enterprise class IT infrastructures. This is no small feat. CorTechs recognizes this and understands the effort required to maintain, upgrade and deploy CA tools in very large enterprises.

Looking forward, the CA Customer base is faced with new and, equally daunting challenges: Implementing new technologies, keeping up with evolving industry standards, and modernizing legacy systems, all while maintaining a high availability in these global environments. CorTechs can help. You can engage our services in three ways: 1) directly, 2) through CA Professional Services, or 3) via a major prime contractor like EDS, CSC, IBM or General Dynamics. Please contact Shayne or ask your CA Account Manager to engage us on your next Unicenter project.

Shayne Quaas 
CA Practice Manager 
CorTechs, Inc. 
Office: (813)264-5385 
Mobile: (813)217-2622 
Fax: (703)968-8180 
Email: squaas@cortechs.com 
[www.cortechs.com] 
a CA Smart TM Partner, CA ESP Partner, CA VET Partner, and CA VSA Partner

T5GQ027

2008-05-29T19:16:48Z

Danegrey: New page: When an analyst contact has an organization and location associated with it, will get AHD03053 bad where cause. The 2nd set of cumulative patches are a pre-req. PROBLEM SYMPTOM: NT -BAD...

When an analyst contact has an organization and location associated with it, will get AHD03053 bad where cause.

The 2nd set of cumulative patches are a pre-req.

PROBLEM SYMPTOM: NT -BAD WHERE CLAUSE ERROR IN ANNOUNCEMENT SEARCH
----------------------------------------------------
An analyst user may receive the following error
message "AHD03053: Bad where clause" after the
user clicked on the ‘search’ button within the
announcement search form multiple times.
This scenario may occur if the analyst contact is
associated with an organization and location
fields filled.

----

Patches

2008-05-29T19:13:28Z

Danegrey: /* Test Patches */

[[Category:Installation]]

== Test Patches ==
{| style="vertical-align:top;" cellpadding="5"
|-
! Patch !! Brief Description
|-valign="top"
|[[T5ET051]]
| Customization on Contact or Contact_Type tables may cause problem for 6.0 to r11.2 migration.
|-valign="top"
|[[T5GQ012]]
| Notification History missing after cumulative patches are installed
|-valign="top"
|[[T5GQ027]]
| Bad where clause error in announcement search, when analyst has an organization and location (Need to have 2nd cumulative applied to apply)
|
|-
|}

== External Links ==

*[http://supportconnectw.ca.com/public/ahd_paradigm/downloads/usvdr112-solpatch.asp Unicenter Service Desk 11.2 Solutions & Patches]
*[http://supportconnectw.ca.com/premium/uniservplus/infodocs/usrdr112-cumpatch.asp Reported Incidents with First Cumulative patches of Service Desk R11.2]

----
<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>

T5GQ012

2008-03-18T18:24:06Z

Danegrey: New page: As a result of applying the cumulative patch, on the main menu, under View tab the following were available: Event History Event Delay History In-The-Know Notify List (this caused a ja...

As a result of applying the cumulative patch, on the main menu, under View tab the following were available:

Event History

Event Delay History

In-The-Know Notify List (this caused a java error)

When this Test patch is applied the above are removed.

PRODUCT: Unicenter Service Desk Web Server RELEASE: 11.2

PROB #: 396 FN: T5GQ012 FT: D34 DATE: 17 Mar 2008
STARTRAK PRODUCT NAME: USRDWS (Star Problem Product)

PROBLEM SYMPTOM: NT -NOTIFICATION HISTORY EMPTY AFTER CUM PATCHES.
----------------------------------------------------

>>> ATTN: APPLICABLE LANGUAGES <<<
>>>ENGLISH<<<
>>>>>>>>>>>>>>>>>><<<<<<<<<<<<<<<<<<
After applying the first set of published
cumulative patches for Unicenter Service Desk
r11.2, you may see an empty list within
View->Notification History instead of a search
window. In addition, three unintentional items
were added to this View menu: 'Event History',
'Event Delay History', and 'In The Know Notify
List'. Also the view->Profile Browser option is
removed.

Version 2.9.6 on WINDOWS/NT (patch QO93577) or 2.8.2 on
UNIX (patch QO93577) or later of ApplyPTF must be
applied prior to applying this PTF.

The most recent version can be found at:
http://supportconnectw.ca.com/public/ca_common_docs/
latest_applyptf.asp

PREREQS: QO91539_____________ ____________________ ____________________
____________________ ____________________ ____________________
____________________ ____________________ ____________________

MPREREQS: None

COREQS: None

MCOREQS: None

SUPERSEDED: None

KEYWORDS: CUMULATIVE__________ PATCH_______________ NOTIFICATION________
HISTORY_____________ EMPTY ______________ AFTER_______________
QO91538_____________ QO91539_____________ QO91540_____________
VIEW________________ SEARCH WINDOW_______ TUUMA01_____________
T5GQ012_____________ 0606________________ OPSYS:NT____________

HYPER: NO

DISTRIBUTION CODE: I (A=Available, I=Internal)

DOWNLOAD INFORMATION:

NODE: ftp.ca.com

PATH: /CAproducts/unicenter/USRD/nt/0606/T5GQ012

FILES: T5GQ012.D34________ T5GQ012.CAZ________ ___________________
___________________ ___________________ ___________________

PRE: QO91539
PRE:
REQ:
REQ:
SUP:

PROBLEM FIX: OTHER (ZAP,RELO,SMP,UPDSRC,UPDREX,SRC,REX,MOD OR OTHER)

UPDATED ROUTINES:
---------------
menubar_sd.htmpl 33846 TUE DEC 11 22:19:07 2007

PROBLEM RESOLUTION: Follow the instructions below:
The following PREREQS must be applied before applying this fix:
QO91539

WEB SERVER INSTALLATION
-----------------------
1. This fix requires Unicenter Service Desk r11.2 to be installed.
This is a Web component patch only.

2. Installation of this patch DOES NOT require to recycle USVD
Server.

3. You must use the Administrator account.

4. Place received files for this patch in $NX_ROOT\Patches directory.
The $NX_ROOT\Patches directory may not exist if this is the first
patch you are applying to your system. If it doesn't exist please
create it.

5. INSTALLATION FROM A WINDOWS MACHINE:

- To apply, run the following command as follows:

APPLYPTF

6. Run the following command to refresh the updated files:

pdm_webcache -H // Clear webengine HTMPL cache
pdm_webcache -b // Alert users to update browser cache

7. Clear any browser cache:
With Internet Explorer, do this by selecting Tools->Internet
Options, then clicking Delete Files.
With Netscape, do this by selecting Edit->Preferences,then
clicking Advanced, then clicking Cache, then clicking both
Clear Memory Cache and Clear Disk Cache.

danegrey
[http://www.Cortechs.com Cortechs home page]

Patches

2008-03-18T18:11:57Z

Danegrey:

[[Category:Installation]]
[http://supportconnectw.ca.com/public/ahd_paradigm/downloads/usvdr112-solpatch.asp Unicenter Service Desk 11.2 Solutions & Patches]

[http://supportconnectw.ca.com/premium/uniservplus/infodocs/usrdr112-cumpatch.asp Reported Incidents with First Cumulative patches of Service Desk R11.2]

[[T5ET051|T5ET051 - Test Patch for Ca_Contact/Ca_Contact_Type problem]]

[[T5GQ012|T5GQ012 - Test Patch for NT -NOTIFICATION HISTORY EMPTY AFTER CUMULATIVE PATCHES]]

----
<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>

Patches

2008-03-18T18:11:35Z

Danegrey:

[[Category:Installation]]
[http://supportconnectw.ca.com/public/ahd_paradigm/downloads/usvdr112-solpatch.asp Unicenter Service Desk 11.2 Solutions & Patches]

[http://supportconnectw.ca.com/premium/uniservplus/infodocs/usrdr112-cumpatch.asp Reported Incidents with First Cumulative patches of Service Desk R11.2]

[[T5ET051|T5ET051 - Test Patch for Ca_Contact/Ca_Contact_Type problem]]
[[T5GQ012|T5GQ012 - Test Patch for NT -NOTIFICATION HISTORY EMPTY AFTER CUMULATIVE PATCHES]]

----
<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>

T5ET051

2008-03-18T18:09:42Z

Danegrey:

'''This test patch is a result of the cumulative patch breaking the migration.'''

PROBLEM SYMPTOM: NT -MIGRATING CONTACT_TYPE TABLE WITH CUSTOMIZATION FROM R6 to R11.2

----------------------------------------------------
While you migrate from USVD 6.0 to USRD 11.2 and if you have customizations on table Contact_Type
or Contact Tables

you might get in pgm_migration.log file the following error:

"Could not find part table for ca_contact_Type" or "Could not find part table for ca_contact"

So if you run into this again you can request this test fix.

I have not tried this patch, for I still had another problem with the migration and the only way I could get it correct was to back out the cumulative patch.

danegrey
[http://www.cortechs.com Cortechs Home Page]

T5ET051

2008-03-18T18:03:58Z

Danegrey: New page: '''This test patch is a result of the cumulative patch breaking the migration.''' PROBLEM SYMPTOM: NT -MIGRATING CONTACT_TYPE TABLE WITH CUSTOMIZATION FROM R6 to R11.2 ----------------...

Patches

2008-03-18T17:57:34Z

Danegrey:

[[Category:Installation]]
[http://supportconnectw.ca.com/public/ahd_paradigm/downloads/usvdr112-solpatch.asp Unicenter Service Desk 11.2 Solutions & Patches]

[http://supportconnectw.ca.com/premium/uniservplus/infodocs/usrdr112-cumpatch.asp Reported Incidents with First Cumulative patches of Service Desk R11.2]

[[T5ET051|T5ET051 - Test Patch for Ca_Contact/Ca_Contact_Type problem]]

----
<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>

Danegrey's checklist v1

2008-03-18T17:46:55Z

Danegrey:

These are the steps I follow when I am working on a migration and going to work with the 1st cumulative patch.
As some of you have found out, things can go a bit wrong. Use the steps as a guideline and it should help over come some of the problems.

steps description

First Migration attempt

1 install 6.0 on clean server with AHD database

2 make sure 6.0 is running

3 install R11.2

4 cancel migration, before it starts

5 apply cumulative

6 apply Test patch T5ET051, if any customizations to Contact or Contact_Type tables

7 run migration

8 If migration completes successfully go to step 50

9 remove test patch T5ET051 (if necessary)

10 remove the cumulative patch (reboots might be needed)

11 rename or remove migration file/directories

12 delete the mdb

13 re-run the migration

14 run pdm_configure

15 re-apply the cumulative

16 run pdm_configure

17 begin testing

50 run pdm_configure

51 begin testing

Re-Running the Migration with migration errors

100 remove the cumulative patch (reboots might be needed)

101 rename or remove migration file/directories

102 delete the mdb

103 re-run the migration

104 run pdm_configure

105 re-apply the cumulative

106 run pdm_configure

107 begin testing

Re-Running the Migration without migration errors

200 rename or remove migration file/directories

201 delete the mdb

202 re-run the migration

203 run pdm_configure

204 begin testing

[http://www.cortechs.com Cortechs]

Danegrey's checklist v1

2008-03-18T17:45:52Z

Danegrey:

Danegrey's checklist v1

2008-03-18T17:42:28Z

Danegrey: New page: These are the steps I follow when I am working on a migration and going to work with the 1st cumulative patch. As some of you have found out, things can go a bit wrong. Use the steps as...

Migrating 6.0 to r11

2008-03-18T17:35:58Z

Danegrey:

[[check_lists|check_lists]]

Migrating 6.0 to r11

2008-03-18T17:31:15Z

Danegrey: New page: check_list

[[check_list|check_list]]

User:Danegrey

2008-02-07T02:17:03Z

Danegrey: New page: Welcome to the new Service Desk Users site. Going to be interesting and fun, especially from my view as being one of the team Same id as on the other one A little bit about me. Been wo...

Welcome to the new Service Desk Users site.

Going to be interesting and fun, especially from my view as being one of the team

Same id as on the other one

A little bit about me.

Been working with Service Desk / AHD since 2000
Steady working with it from 2004.

-- worked on 5 migrations (one 5.5 to 6.0 to 11.2 and 5.5 to 6.0), 2 more in the works

-- been involved in 6 new implementations and many, many support roles

-- Spell Code, enough to do some little things, and understand how it works.

-- can make Service Desk do about anything with in reason and I can say NO.

-- In process of getting Service Desk and XOsoft to work together for failover

Company I work for is called Cortechs (www.cortechs.com).
Enjoy my position of being a road warrior and getting to see different cities and clients.

Motto: It broke me fix, don’t ask me how I fix. With 30+ years in IT, there is a reason for a motto like that.

Welcome…