SDU - User contributions [en]

Add Log Entry for Updates to Custom Fields

2010-11-29T08:32:15Z

Kimmo: Undo revision 4184 by Agegeleruvy (Talk)

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

== Overview ==
This article provides instructions for adding entries to the [[Activity Log|activity log]] when updates occur to custom fields.

== Procedures ==
===Step 1 .Create Activity Associations ===
#Login as admin
#Open Notification setup > Activity Associations.
#Click on Create New.
#Enter the custom field name in the symbol text box(zcustomfield1).
#Enter a code in the code text box (custom)
#Choose the object type from the drop-down box (Change/isssue/request/wf/..).
#Enter a description of the field (The MCC Application Code field on a Request).
#Enter the custom attribute name (zcustomfield1).
#Enter the activity type. You can use "Field Update" or you can create a new activity type if you need to specify notifications for the activity type you select. (Field Update).
#Check the "Log Me" checkbox.
#click Save.

=== Step 2. Create the trigger ===
This step is to create the trigger that will initiate the script. The methods used to implement the trigger vary based on the Service Desk release.

''For r11.x releases'' triggers are created via the [[Schema Designer]] utility. Simply add the following code as a [[Site-Defined Trigger]] to the '''[[Call Req Table|cr (Request)]]''', '''[[Change Request Table|chg (Change Order)]]''', or '''[[Issue Table|iss (Issue)]]''' table.
POST_CI val_fieldupdate_site(persistent_id, audit_userid, CHANGED_ONLY, customfield1, customfield2, customfield3) 111 FILTER(EVENT("UPDATE"));

''For older releases'' triggers are made 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'.

MODIFY cr POST_CI val_fieldupdate_site(persistent_id, audit_userid, CHANGED_ONLY, customfield1, customfield2, customfield3) 111 FILTER(EVENT("UPDATE"));
MODIFY chg POST_CI val_fieldupdate_site(persistent_id, audit_userid, CHANGED_ONLY, customfield1, customfield2, customfield3) 111 FILTER(EVENT("UPDATE"));
MODIFY iss POST_CI val_fieldupdate_site(persistent_id, audit_userid, CHANGED_ONLY, customfield1, customfield2, customfield3) 111 FILTER(EVENT("UPDATE"));

=== Step 3. Publish the Schema changes ===
The methods used to publish schema changes vary based on the Service Desk release.

''For r11.x releases'', follow these steps:
#Save your Schema changes
#Stop the Service Desk service
#Run [[pdm_publish]] from a command line
#Start the Service Desk service

''For older releases'' recycle the Service Desk service.

Pdm webcache

2010-11-29T08:31:57Z

Kimmo: Undo revision 4165 by Agegeleruvy (Talk)

__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 timeout] [-v] [-h]
 
{|
|-
! 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

Prevent Update to Past Activities

2010-11-29T08:31:32Z

Kimmo: Undo revision 4157 by Agegeleruvy (Talk)

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

== Overview ==
This article contains the instructions to restrict updating of past [[activities]].

'''Option One:''' This option restricts Contacts from editing entries to the [[Activity Log|Activity Logs]] generated by other Contacts. In other words, you will only be able to update items in the [[Activities]] tab that were generated by you. 
'''Option Two:''' This option restricts all updating.

This customization is known to work in all currently supported releases of Service Desk.

== Procedures ==
=== Step 1. Add to the Controlled Tables list ===
The first step is to add new tables to the [[Controlled Tables]] list. This will allow us to create [[Data Partitions|Data Partition Constraints]] against those tables. The tables we will be adding are those associated with the [[Activity Log|Activity Logs]].

Create a text file using the following syntax:
<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>

Then run the following command:
pdm_load -f yourfile.txt -i -v

This process will add three new tables to the [[Controlled Tables]] list which account for all the ticket activity logs in Service Desk.

=== Step 2. Create the Data Partition Constraint ===
Create a '''PRE-UPDATE''' Constraint, as needed, for each of the [[Act Log Table|Act_Log]], [[Change Act Log Table|Change_Act_Log]], and [[Issue Act Log Table|Issue_Act_Log ]] tables.

The Constraint syntax for Option One is: '''analyst = @root.id'''

The Constraint syntax for Option Two is: '''id=1'''

Be sure to provide an Error Message for your [[Data Partitions|Constraint]] (eg "You must be the originator of this Activity in order to update it" or "Updating of Activities is not permitted").

=== Step 3. Recycle the Service Desk Service ===
After recycling the Services, your Constraint will be active.

Service Desk Library

2010-11-29T08:01:03Z

Kimmo: Undo revision 4150 by Agegeleruvy (Talk)

__NOTOC__
{| width="100%"
|- align="center"
|
[[Service Desk History]] |
[[Service Desk FAQ]] |
[[Help:Contributing To The Wiki|How to Contribute to the SDU Wiki]]
|-
|}

{| width="100%"
|-
! colspan=2|'''Getting Started'''
|-
| width="50%" align="left" style="vertical-align:top;" |
*[[:Category:Best Practices|Best Practices]]
*[[Recommendations for those new to Service Desk]]
| width="50%" align="left" style="vertical-align:top;" |
*[[Things to consider before deploying]]
|-
|}

{| width="100%"
|-
! colspan=2|'''Installation'''
|-
| width="50%" align="left" style="vertical-align:top;" |
*[[Migrating 6.0 to r11]]
*[[Patches]]
| width="50%" align="left" style="vertical-align:top;" |
*[[Steps to building a R11.2 Test System]]
*[[Architecture of SDMr12.2]]
|-
|}

{| width="100%"
|-
! colspan=3|'''Configuration'''
|-
| 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]]
*[[Root Cause]]
| width="33%" align="left" style="vertical-align:top;" |
*[[Scoreboard]]
*[[Security]]
*[[Service Contract]]
*[[Stored Queries]]
*[[Surveys]]
|-
|}

{| width="100%"
|-
! colspan=2|'''Customization'''
|-
| width="50%" align="left" style="vertical-align:top;" |
*[[Object Changes]]
*[[Object Triggers]]
*[[Sample Customizations]]
| width="50%" align="left" style="vertical-align:top;" |
*[[:Category:Schema Changes|Schema Changes]]
*[[Screen Changes]]
*[[Spel Reference Guide]]
|-
|}

{| width="100%"
|-
! colspan=2|'''Integration'''
|-
| colspan=2|'''CA Applications'''
----
|-
| 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]]
*[[Integrating Service Desk with CA SPECTRUM|SPECTRUM NFM]]
|-
| colspan=2| '''Non-CA Applications'''
----
|-
| 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]]
|-
| colspan=2| '''Custom Integrations'''
----
|-
| 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]]
|-
|}

{| width="100%"
|-
! colspan=2|'''Reporting'''
|-
| width="50%" align="left" style="vertical-align:top;" |
*[[Adhoc\Other Reports]]
*[[Crystal Reports]]
*[[MS Access]]
*[[MS Excel]]
| width="50%" align="left" style="vertical-align:top;" |
*[[MS SQL Reporting Services]]
*[[Out-of-the-Box Reports]]
*[[Sample Queries]]
*[[Dashboard Guide|Service Desk Dashboard]]
|-
|}

{| width="100%"
|-
! colspan=2|'''Miscellaneous'''
|-
| width="50%" align="left" style="vertical-align:top;" |
*[[Command-Line Utility Reference]]
*[[How To Reset Ticket Numbers]]
*[[Service Desk ERD (Entity Relationship Diagram)]]
*[[Service Fails to Finish Starting]]
| width="50%" align="left" style="vertical-align:top;" |
*[[Table Reference]]
*[[Understanding Service Desk Time]]
*[[Useful Web Sites]]
|-
|}

[[Category:Service Desk]]

Service Desk FAQ

2010-11-29T07:59:55Z

Kimmo: Undo revision 4137 by Agegeleruvy (Talk)

[[Category:Miscellaneous]]
{{Global Header}}
{{Global Announcement}}

== How can I change the CI Family that a CI Class belongs to? ==
Get an extract of the ca_resource_family table and obtain the id of the family. Then get an extract of the ca_resource_class table and change the value of the family_id field.
When you have made your changes to the ca_resource_class extract, load it back into the database.

== How can I determine which Priorities display in the Employee and Customer Interfaces? ==
In the web.cfg located in $NX_ROOT\bopcfg\www search for CstPrio & EmpPrio. By default, each displays none 3 4 5. Make your changes keeping in mind that number values refer to the enum, not the symbol. Once your changes are complete, recycle services. If using redirect, the web.cfg is replaced with files with a naming schema similar to web1_4_webdir1.cfg.

== How can I obtain patch installation history? ==
Look in [[$NX_ROOT]] for a <<server>>.HIS file. This file contains the complete patch history for that server. Both installs and removals as well as the total file distribution are included in this file. Another method is to reference the [[$NX_ROOT]]\REPLACED directory which will have a directory for every patch installed containing all the files that were replaced.

== How can I reduce the amount of time it takes to display Notification History? ==
Use the '''Archive and Purge''' functionality and create a rule on the '''notify log header''' object. When creating your rule, determine how much notification history should be maintained and whether archiving is necessary. Usually Notification History only has value in the short term.

== How do I associate a Knowledge Article to a Ticket? ==
#Using the Knowledge Tab, perform a knowledge search.
#Select an article from the search return.
#Respond ''Yes'' to "Did this solution solve your incident?" question.

The results will appear in the Solutions tab.

== How do I change the default Status for a newly created Change Order? ==
Create a .mod file file and place it [[$NX_ROOT]]\site\mods\majic with a syntax similar to the following:
<source lang="text">MODIFY chg status { ON_NEW DEFAULT OP ; } ;</source>
Replace OP with the code of the Status you want to set the CO to. Once complete, recycle Service Desk.

== How do I change the Status field from a search field to a drop-down? ==
In the web.cfg located in [[$NX_ROOT]]\bopcfg\www, activate '''SelListCacheMax''' and increase the value from its default of 10. 20 is a good number to change it to for starters. A service bounce is required for this change to take effect.

== How do I edit Templates? ==
The concept of templates is slightly misleading in Service Desk. A template is nothing more than a name given to an existing ticket. To edit the template, merely access the original ticket. In other words, if ticket 12345 was made into a template, simply access ticket 12345 and make your changes. These changes will be reflected in the template because the ticket itself is the template.

== How do I redirect to an external site after logout? ==
In the web.cfg located in $NX_ROOT\bopcfg\www search for '''LogoutURL'''. Once your changes are complete, recycle services.

== How do I reference an item in a list, such as certain Property or Workflow Task? ==
There are many different lists in Service Desk, such as Properties, Workflow Tasks, Attachments, CIs, etc. These items always appear in tabs. When referencing these items in notifications or web design add a numeral beginning with 0 for the most recent lower seqenced item. For example, if wanted to reference the Status of the second Workflow Task, I would use ''workflow.1.status''. To reference the value of the first Property in a Request I would use ''properties.0.value''.

== How do I search a combo_name field for first name or middle name? ==
The combo_name structure is '''last_name,first_name,middle_name'''. When searching on one of these fields, use the same structure. For example: 
*''Jack'' will search for the last name Jack.
*''%,Jack'' will search for the first name Jack.
*''%,%,Jack'' will search for the middle name Jack.

== What is my r11 Genlevel? ==
genlevel 0606 is the original english version. 
genlevel 0711 are the localized versions. (french, german, ...)

== What ticket types can utilize CA Workflow? ==
Change Orders and Issues are currently the only types of tickets to incorporate workflow functionality, thus giving the option to use CA Workflow in place of the classic workflow.

== Where are the LDAP > Service Desk field mappings maintained? ==
#Reference the ldap.maj located in [[$NX_ROOT]]\bopcfg\majic.
#Create a .mod file with the necessary attribute changes and place it in [[$NX_ROOT]]\site\mods\majic.
#Recycle services.

== Why am I unable to view pdf files? ==
By default, viewing of pdf files is not permitted, even though uploading is not restricted. To allow for the viewing of of pdf files, see the [[Unable to View pdf Attachments]] wiki article.

== Why are events still firing even though the Status is set to Hold? ==
Each Status can be configured to Stop Service Type Events. If setting to ticket to a Status that has this setting selected, then all Events attached to a ticket via a Service Type will be suspended. The clocks will resume once the ticket has been returned to a Status that is not configured to Stop Service Type Events. Events that are attached to a ticket by other means, such as spell code, auto-event functionality, or Attach Event Macro, do not get suspended and the clocks will continue to tick until the ticket goes inactive.

== Why are Manual Notifications being sent to Analysts but not Employees? ==
In the details of the Manual Notify Activity Notification, ensure the Internal box is unchecked. Checking this box prevents Access Types that do not permit the viewing of Internal Logs to also not be permitted to receive Manual Notifications.

Conditional Display of Drop-Down Content

2010-11-29T07:58:25Z

Kimmo: Undo revision 4181 by Agegeleruvy (Talk)

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

== Overview ==
This article provides instructions on how to put a parameter on a drop-down list to allow for a unique list of options for each ticket type. The customization is ideal for shared codes that are used by multiple ticket types, such as Priority. Priority will be used in the example that follows.

== Procedures ==
=== Step 1. Edit the desired htmpl form ===
The dtlDropdown PDM_MACROs support the addition of a whereclause to further qualify the results. For example, if your Priority scale is something like 1-Emergency, 2-High, 3-Medium, 4-Low, use '''whereclause="(sym ='3-Medium') or (sym ='4-Low')"''' if you wish to only show the 2 lowest options. To implement this logic simply look for the following syntax:
<source lang="html4strict">
<PDM_MACRO NAME=dtlDropdown hdr="Priority" attr=priority lookup=no
evt="onBlur=\\\"detailSyncEditForms(this)\\\"">
</source>
...then add the whereclause to it. The result should look like this:
<source lang="html4strict">
<PDM_MACRO NAME=dtlDropdown hdr="Priority" attr=priority lookup=no
evt="onBlur=\\\"detailSyncEditForms(this)\\\"" whereclause="(sym ='3-Medium') or (sym ='4-Low')">
</source>

A change such as this will allow you to have options that are tailored to the ticket type.

While I used the sym values in the example above, I would recommend actually using the id, enum, persid, or code value that is actually saved to the ticket. Whenever a sym or name field is referenced there is always the chance of the sym/name being changed and thus requiring updates to your customizations.

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

=== Step 2. Clear the web cache ===
The final step is to clear Service Desk's cache. The methods vary depending on release.

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

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