Difference between revisions of "Service Desk FAQ"
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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. | 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. | ||
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| + | == How do I edit Templates? == | ||
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| + | 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. | ||
Revision as of 04:01, 14 June 2008
Contents
- 1 How can I change the CI Family that a CI Class belongs to?
- 2 How can I determine which Priorities display in the Employee and Customer Interfaces?
- 3 How can I reduce the amount of time it takes to display Notification History?
- 4 How do I edit Templates?
- 5 Why are Manual Notifications being sent to Analysts but not Employees?
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 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 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.
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.
