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redwards

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  1. SD version 11.2, SQL DB I'm back at this same issue once again, in short I need to export the resolution column of the Skeleton table so I can modify the folder location for many of our knowledge articles, however, the actual hyperlink text is not contained here... where is it? We have MANY knowledge articles/solutions that contain hyperlinks to Word docs, Excel, PDFs, etc. Our knowledge editors have stored these documents on the Service Desk server in the folder KTdata as to having them spread-out across the LAN so a link might look like this: Click here to view the Installation Document [href="/KTdata/Installing-Laptop-Memory.doc" target="NEW" ] ... However, in SQL and/or when exporting the data, all I see is "Click here to view the Installation Document." it does not include the hyperlink information. How do I go about getting this?
  2. How to Create a Checkbox

    Ok, I figured it out and now I feel embarrassed I posted this question but hey for anyone looking this might save a little time so here are my steps for adding a checkbox field to the Problem ticket. 1. From Web Screen Painter WSP bring up the table Call_Req 2. Click, Add a New Column - I used the following values a. Name = zCheckbox b. Schema Name = zCheckbox c. DBMS Name = ZCheckbox d. Field Type = Integer e. On New Default Value = 0 (form me at least) 3. Save the change made and you’ll receive a message that publishing schema is a two-step process. Need to shutdown services and run pdm_publish … but first continue to step 4. 4. Open the detail_pr form and add the below in the desired location on form <PDM_MACRO NAME=dtlCheckbox hdr="Off-Hours Effort" attr=zCheckbox on="Yes" off="No"> 5. Save the changes, stop services, from a command prompt run the pdm_publish, start services and test.
  3. I'm on 11.2, is it possible to create a checkbox on this version? If so does anyone have the steps/instructions written on how to do this? Our offshore group is looking for me to add around 10 new fields, checkboxes, so they can track specific work completed on a ticket as maybe only 5 or 8 will get checked. If this isn't possible I'll create the 10 fields using a dropdown with Yes/No, that I believe I recall how to do but as for a checkbox, new to me.
  4. Blank page when opening wsp

    What version of SD are you running? Also, could it be a browser issue? Sounds like this used to work for you and then stopped at some point. More details please, for example, you can log into WSP and it sounds like you can bring up a form, such as detail_cr.htmpl... and then what you can see the code when on the Source tab but when on the Design tab you cannot? Please prove more details on what you are selecting/doing.
  5. 14.1 include the CMDB?

    We are currently running 11.2 and thinking about upgrading to 14.1 and the question has been asked, does 14.1 include the CMDB tool? I'm sure it does but the real question is - do you have to have a license to run it? We currently have another tool/software from vendor XYZ used to collect Asset data, I'm sure we could use this tool to populate the ca CMDB but the real benefits of a CMDB would be the visualizer and the ability to build relationships. To do this I think there's a ca monitor that needs to be installed on each server, mainframe, etc. and I believe this is where there might be a fee for licenses. Anyone wish to share feedback? You don't have to include actual pricing if ca does charge for this... unless you wish to
  6. So nobody has run into this or has any idea how to fix it? Could really use a little help, please
  7. Version 11.2 -- I installed the enhancement/wiki article that allows searching of Incident, Request, and Problems from the quick search GO dropdown, however, we discovered that we can no longer view any Properties added to tickets. Although if we edit on the ticket then the properties will display. I can’t imagine nobody has run into this on version 11.2, unless people don’t use properties, but the only fix I could find is listed below and this is for version 12.6 – it doesn’t work for 11.2. Please, I need a fix as this is installed on production and people are using it, I can’t back it out yet I had people complaining.
  8. Any Req/Inc/Prob on Go Dropdown

    I experiencing this exact problem but on 11.2, if the ticket with attached properties is brought up/opened via the new quick search link (for Inc/Prob/Req) we can't see the properties, only if you click on edit. If you bring up the ticket via some other search query (not using new quick search for Inc/Prob/Req) it also works just fine. I tried the above steps, modified the xx_prop_tab.html file in web screen painter, saved my changes and then published but no go. Even tried recycling services, clearing cache on web browser. Is there more to this with 11.2?
  9. Thanks Tammy, I think you answered my question which is there's much more to this and might be impossible to change without some in-depth script changes. Or maybe not? Under access type I tried changing "preferred document type" to request, issue, etc. to see if this governed the default value in the upper right "quick search" window and it doesn't but after your reply I see how those default values in quick search will change based the last search completed via Menu>Search. Yet what is setting "incident" as the default from the get to (initial login) at least that's what is for us even after setting the 'preferred document type'.
  10. Ver 11.2 -- yes, 11.2 I know I know we are way behind the times. So I follow the Wiki article on "Search Requests, Incidents, and Problems Simultaneously for Ticket Number" and this works great. However, for now we want to leave the other options in there for doing separate searches on just an Incident, or Prob, or Req. Why, we don't want to shock everyone using the system by removing their cheese all together, eventually we will. The problem: This new search option is not the default, it is listed at the top but only when you click on the drop down to open the selection window otherwise 'Incident' is the one that displays as default in the upper right or what I call the quick search. What am I overlooking?
  11. Ver 11.2 -- yes, 11.2 I know I know we are way behind the times. So I follow the Wiki article on "Search Requests, Incidents, and Problems Simultaneously for Ticket Number" and this works great. However, for now we want to leave the other options in there for doing separate searches on just an Incident, or Prob, or Req. Why, we don't want to shock everyone using the system by removing their cheese all together, eventually we will. The problem: This new search option is not the default, it is listed at the top but only when you click on the drop down to open the selection window otherwise 'Incident' is the one that displays as default. What am I overlooking?
  12. R11.2 Test Environment Error

    I know this original post took place almost 3 years ago but I'll throw this out there in case others are having this issue. On occasion someone will report that they were filling out a new ticket (seems to happen mostly with Change Orders) and when they tried to save it nothing happened. They closed their window and the ticket was gone. USER ERROR right. But then it happened to me, I filled out a Chg Order, which was created from Problem ticket (clicked create CO from the problem ticket screen) and when I tried to save the CO nothing happened, no error, no screen refresh, no message saying "server has been rebooted", etc. It only took about 1 minute to fill out the ticket so it's not like a session timed out from camping out, and I did not have any sub-windows open in the background such as ticket Activity. This is where it gets interesting, I then click on Activity / LogComment and this is when I noticed at the top of the activity window it said "Logged in as: undefined" as to "Logged in as: Simpson, Lisa" I cannot duplicate this and clueless as to why it seems to come and go. Those who report it say this happens to them every so often. One guy is constantly complaining he also gets the message about the server has been restarted and he has to log back in. IE8, Service Desk 11.2 SP3. .
  13. We decided to change IIS so people could do single sign on and wow this has been great, people love not having to log-in after clicking on a URL link in a notification and even better is this reporting tool we have because now when reviewing a summary list of sdesk tickets you can click on any ticket and BOOM it opens without having to login. HOWEVER ---- nobody every mentioned the down side which is order to do single sign-on you would have to disable anonomous login which is what service desk uses for customers who are outside your network/domain. Now when our customers get an email link back to a survey it doesn't work, there's no way for them to authenticate. Now keep in mind that I tried placing :8080 in the URL - http://supportdesk.com:8080/CAisd/pdmweb.exe figuring maybe by passing the traffic thru the app-server using Tomcat this could work but it doesn't. Plus I fear what might happen if heavy usage is passed to Tomcat on the app server. Wondering if anyone knows of a workaround for my issue or am I screwed PS: Plus single-sign will screw with smart-phones and the ability to get into sdesk.
  14. I got this to work on 11.2 and what I like is that the 'canned' message is in the Message Text field upon bringing up the Manual Notify. End user can keep this or delete and go with a personal response. If they go with a personal response they simply need to: A. Click anywhere in the Message Text field and press <Ctrl-A> to select everything, then delete it. B. Select the Personal Response from the drop down list so it’s highlighted. C. Now go back up and click in the Message Text field, response should appear. Here's the full code for the nf.htmpl file - nf.txt
  15. Customize Properties in Employee Interface

    Thanks "WhereAreMyPants". I've spent just about a day going in cirlces trying to figure out why I cannot add additional property fields to the detail_cr.htmpl form for employees, selfhelp, beyond the out of the box 22. I've done this before under analyst and the trick was to not only modify xx_prop_tab.htmpl but the load_prop form as well. However, after looking under bopcfg...employee I don't see such a form, I opened each form but still no clue. Then I noticed in your message a form called dyn_properties (which is under the folder default) and finally that did what I needed.
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