Service Desk FAQ - Revision history

Kimmo: Undo revision 4137 by Agegeleruvy (Talk)

2010-11-29T07:59:55Z

Undo revision 4137 by Agegeleruvy (Talk)

Agegeleruvy at 03:03, 24 November 2010

2010-11-24T03:03:43Z

Gityerfix: /* What is my r12 Genlevel? */

2008-10-15T12:27:57Z

‎What is my r12 Genlevel?

Gityerfix at 12:27, 15 October 2008

2008-10-15T12:27:32Z

Gityerfix: /* What is my r12 Genlevel? */

2008-08-22T13:33:47Z

‎What is my r12 Genlevel?

Gityerfix at 13:33, 22 August 2008

2008-08-22T13:33:30Z

Gityerfix: /* How do I search a combo_name field for first name or middle name? */

2008-08-10T22:19:24Z

‎How do I search a combo_name field for first name or middle name?

Gityerfix at 22:18, 10 August 2008

2008-08-10T22:18:18Z

Gityerfix at 11:29, 4 August 2008

2008-08-04T11:29:40Z

Gityerfix at 00:55, 27 July 2008

2008-07-27T00:55:35Z

@@ Line 1: / Line 1: @@
 [[Category:Miscellaneous]]
 {{Global Header}}
@@ Line 16: / Line 8: @@
 == 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 &amp; 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.
+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 &lt;&lt;server&gt;&gt;.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 [[$NX_ROOT]]\REPLACED directory which will have a directory for every patch installed containing all the files that were replaced.
+Look in [[$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 [[$NX_ROOT]]\REPLACED directory which will have a directory for every patch installed containing all the files that were replaced.
 == How can I reduce the amount of time it takes to display Notification History? ==
@@ Line 27: / Line 19: @@
 #Using the Knowledge Tab,  perform a knowledge search.
 #Select an article from the search return.
-#Respond ''Yes'' to &quot;Did this solution solve your incident?&quot; question.
+#Respond ''Yes'' to "Did this solution solve your incident?" question.
 The results will appear in the Solutions tab.
@@ Line 33: / Line 25: @@
 == How do I change the default Status for a newly created Change Order? ==
 Create a .mod file file and place it [[$NX_ROOT]]\site\mods\majic with a syntax similar to the following:
-&lt;source lang=&quot;text&quot;&gt;MODIFY chg status { ON_NEW DEFAULT OP ; } ;&lt;/source&gt;
+<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.
@@ Line 49: / Line 41: @@
 == 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:&lt;br&gt;
+The combo_name structure is '''last_name,first_name,middle_name'''. When searching on one of these fields, use the same structure. For example:<br>
 *''Jack'' will search for the last name Jack.
 *''%,Jack'' will search for the first name Jack.
@@ Line 55: / Line 47: @@
 == What is my r11 Genlevel? ==
-genlevel 0606 is the original english version.&lt;br&gt;
+genlevel 0606 is the original english version.<br>
 genlevel 0711 are the localized versions. (french, german, ...)
@@ Line 61: / Line 53: @@
 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 &gt; Service Desk field mappings maintained? ==
+== 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.

@@ Line 1: / Line 1: @@
 [[Category:Miscellaneous]]
 {{Global Header}}
@@ Line 8: / Line 16: @@
 == 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.
+In the web.cfg located in $NX_ROOT\bopcfg\www search for CstPrio &amp; EmpPrio. By default, each displays none 3 4 5. Make your changes keeping in mind that number values refer to the enum, not the symbol. Once your changes are complete, recycle services. If using redirect, the web.cfg is replaced with files with a naming schema similar to web1_4_webdir1.cfg.
 == How can I obtain patch installation history? ==
-Look in [[$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 [[$NX_ROOT]]\REPLACED directory which will have a directory for every patch installed containing all the files that were replaced.
+Look in [[$NX_ROOT]] for a &lt;&lt;server&gt;&gt;.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 [[$NX_ROOT]]\REPLACED directory which will have a directory for every patch installed containing all the files that were replaced.
 == How can I reduce the amount of time it takes to display Notification History? ==
@@ Line 19: / Line 27: @@
 #Using the Knowledge Tab,  perform a knowledge search.
 #Select an article from the search return.
-#Respond ''Yes'' to "Did this solution solve your incident?" question.
+#Respond ''Yes'' to &quot;Did this solution solve your incident?&quot; question.
 The results will appear in the Solutions tab.
@@ Line 25: / Line 33: @@
 == How do I change the default Status for a newly created Change Order? ==
 Create a .mod file file and place it [[$NX_ROOT]]\site\mods\majic with a syntax similar to the following:
-<source lang="text">MODIFY chg status { ON_NEW DEFAULT OP ; } ;</source>
+&lt;source lang=&quot;text&quot;&gt;MODIFY chg status { ON_NEW DEFAULT OP ; } ;&lt;/source&gt;
 Replace OP with the code of the Status you want to set the CO to. Once complete, recycle Service Desk.
@@ Line 41: / Line 49: @@
 == 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:<br>
+The combo_name structure is '''last_name,first_name,middle_name'''. When searching on one of these fields, use the same structure. For example:&lt;br&gt;
 *''Jack'' will search for the last name Jack.
 *''%,Jack'' will search for the first name Jack.
@@ Line 47: / Line 55: @@
 == What is my r11 Genlevel? ==
-genlevel 0606 is the original english version.<br>
+genlevel 0606 is the original english version.&lt;br&gt;
 genlevel 0711 are the localized versions. (french, german, ...)
@@ Line 53: / Line 61: @@
 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? ==
+== Where are the LDAP &gt; 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.

@@ Line 46: / Line 46: @@
 *''%,%,Jack'' will search for the middle name Jack.
-== What is my r12 Genlevel? ==
+== What is my r11 Genlevel? ==
 genlevel 0606 is the original english version.<br>
 genlevel 0711 are the localized versions. (french, german, ...)

@@ Line 9: / Line 9: @@
 == 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 reduce the amount of time it takes to display Notification History? ==

@@ Line 44: / Line 44: @@
 == What is my r12 Genlevel? ==
-genlevel 0606 is the original english version.
+genlevel 0606 is the original english version.<br>
 genlevel 0711 are the localized versions. (french, german, ...)
 ==  What ticket types can utilize CA Workflow? ==

@@ Line 36: / Line 36: @@
 == 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''.
 ==  What ticket types can utilize CA Workflow? ==

@@ Line 1: / Line 1: @@
 [[Category:Miscellaneous]]
-<div align='center'><font color="green">To make corrections or additions to this article, select the ''edit'' tab above.<br>
+{{Global Header}}
-To discuss or ask questions about this article, select the ''discussion'' tab above.</font></div>
+{{Global Announcement}}
 == How can I change the CI Family that a CI Class belongs to? ==