Difference between revisions of "Service Desk FAQ"

Revision as of 16:02, 1 July 2008

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 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 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.

Where are the LDAP > Service Desk field mappings maintained?

ldap.maj

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.