SDU Forums

Date without time

Sat, 19 May 2012 21:03:12 -0600

Hi all,

I want to create an Object in the Universe that is Request Open Date (cr.open_date) without the time. I then want to use this Object in a date range prompt in a Web Intelligence query.

I�m a BusinessObject developer, but new to the SDM Object Layer (12.5). I�ve read many date related threads in this sub forum � but I cannot crack this. I�d appreciate help.

I�ve created a new Object with the following Select statement:
datediff(ss,'19700101',dateadd(dd, 0, datediff(dd, 0, DateAdd(ss, cr.open_date,'19700101'))))

With an Object Type = Character this parses successfully in Designer. I was expecting this to be a data type of Date, but I get �The expression type is not compatible with the Object Type� when parsing. When I select this Object in a Web Intelligence report is displays the correct number of second between the Open date (less hh:mm:ss) and 1970101.

How do I now get this Object to be a date, so that I can use in a Web Intelligence query prompt?

If I simply the Select statement to convert Open Date from seconds to �normal� date time and then back again to seconds (as per below), I get the same problem.
datediff(ss,'19700101',dateadd(ss,cr.open_date,'19700101'))

I�d appreciate help.

Hide Tenant Name Beside Category Name

Sat, 19 May 2012 07:40:37 -0600

Hi,

Is there any way to remove/hide the tenant name from being displayed beside the Incident Area/ CO category?
After you enable the multi-tenancy, the tenant name will be display on the Incident Area/CO category Tree during ticket creation.

Thanks.

Configuring DMZ on 12.6

Fri, 18 May 2012 15:01:36 -0600

Hi ,

We have configured a DMZ secondary server on our 12.6 environment, but the services are not starting up on the DMZ .

They run for a while and then all of sudden they stop after 2 mins, could you please provide any inputs to resolve this.

Thanks & Regards,
Kande

Single User unable to see document attachment to click on it

Wed, 25 Apr 2012 11:31:06 -0600

I have a single user that is unable to see documents attached to tickets. He has tried multiple computers and browsers. Other users can see the same document link, click it and open it with no issue. It appears to be tied to his account somehow since it happened on two of his machines and MY machine when he logged on as himself. My account can see the document just fine. It is a plain Word doc.

Has anyone seen this before? is it a one-off? need to recreate his account? Searching did not provide any similar problems.

Service Desk 12.1 Cumulative patch 2. The user is not on a different data partition, role or access type than other users in the environment. There is no error message at all. The only issue is that he cannot see attachments in tickets (the circled area in the screenshot) at all.

Allow non administrators to clear locked tickets?

Thu, 17 May 2012 11:07:22 -0600

I'm running SDM R12.5. In the Administrator tab, I am able to clear locked tickets by going to System--> Current locks.

Is there any way for me to allow certain users the ability to clear locks? We have a busy environment and it seems that when multiple analysts are adding notes to a ticket, the ticket inevitably ends up being locked. This prevents anyone from accessing the ticket (i.e., to escalate, log comments, etc) for a certain amount of time or until one of the admin clears the lock.

Thanks in advance.

New CI-Javascript control

Fri, 18 May 2012 08:00:08 -0600

I use Service Desk 12.5 version
I want to control some fields when saving new CI record. I want to do this with javascript code like check_submit.js.
Can i use check_submit.js file and how?

Change or Cheat: auto input "Requested by Date" to today's date

Fri, 18 May 2012 07:43:35 -0600

Hello Team! I have a need where we would like to have the "Requested by Date" field auto fill with Today's date or is there something simpler than clicking the Date helper?

What I'm really looking for is a simple encoded command like sharepoint has where if you put in [today] it auto corrects that to todays date in a specified format.

FYI - I'm not the admin, but I work with him and I'm trying to see if this is even possible before proposing the idea to him

IMPORT FILE WITH GRLOADER

Fri, 18 May 2012 08:51:51 -0600

I think the XML file with adt when I want to import the grloader I get this error:

-
-
- 
[/b] vsADT_TEST
VSADT2003X64
vsACM
Cohesion
Ventana
Hardware.Server
Vmware Virtual Prueba
Amd Phenon x4
4355 MB

run like this:

Grloader - u xxxxxx -p xxxxx- -s xxxxxx -i xxxxxx -n

Hide link on Home.htmpl form

Tue, 15 May 2012 08:38:55 -0600

HI All,

Is there a way to hide link on form for certain user.

What i am looking is. I had customize home.htmp form to include links like password reset, view application etc. I want that link to be hidden from certain user who is in ABC location or has banner ABC. How can i achieve this, That link is a added as a HTML reference.

Please help. Thanks in advance.

Add Last Log Comment in Message Template

Fri, 18 May 2012 07:40:35 -0600

Hello,

i would like add the last log comment in the Message Template : Detail Default Resolved message template for request/incident/problem

But i don't know how do.

Can you help me please ?

Thanks

Web Services Log File

Tue, 15 May 2012 05:47:23 -0600

I use CA Service Desk 12.5 version. Our supporter create requests and update status via web services.
I want to see Service Desk web services log files for updated status. Where is the log file or how to enable?

r12.5 - Creating an Incident from a Request.

Thu, 17 May 2012 10:41:32 -0600

Hello All,

We can create an Incident from a Request, but when we close the Request - it automatically closes the newly created Incident.

Is this the way it is supposed to work?

How can I stop this from occuring?

I would like to just be able to close the Request and leave the Incident open.

Thank you.

r12.6 Option Manager Setting

Thu, 17 May 2012 07:10:30 -0600

Has anyone installed the Options Manager setting under Request-Change-Issue for leave_children_open and the behavior is as expected? I installed the option in my TEST evironment and the behavior is as expected BUT when installed in PROD it is not working. The option when installed should allow you to close out the Parent ticket and leave the Children in their current status (open, pending vendor, etc) but it is closing ALL. After the installation the services were recycled. This actually happended during the monthly downtime so the server were actually rebooted.

I open a ticket with CA Support and the initial response questioned if I had multiple servers. In Prod I have 1 primary App server and 2 web servers. The question made me think to look at the NX_env files on all the servers to see if the option was installed. CA also responded asking me to verify.

My findings: The Prod App server has the option installed BUT none of the Prod Secondary web servers. This prompt me to look at my TEST environment and my finding were the same. TEST APP server has the option in the NX_env file but NOT the Secondary web server.

The test server is a replica of production. Both systems are patched at CUM 4.

I don't believe all of the Option Manager settings that are applied at the Primary Application server are in the Secondary web server files? Regardless this does not explain why the setting is working in TEST. Any suggestions are appreciated. Thanks

r12.5 - Using Keyboard instead of Mouse.

Thu, 17 May 2012 10:32:14 -0600

Hello All,

In r11.2, when searching for a Category when opening a ticket, an analyst was able to use the arrows of his keyboard to search for a category and then pick it, but this does not work in r12.5. Does anyone know how to resolve this problem - besides telling anlayst to start using his mouse? We looked in Preferences and could not find anything in there.

Thank you.

R12.5 major Error Change order not found

Sun, 13 May 2012 04:48:23 -0600

Dear All,

kindly be informed that i've a major problem that daily when creating change order then press save you got a message that change order created successfully and you recieved an change order initial mail but the problem i can't found the change order in service desk and database too, when you search with number you got messege "change order not found" when i'take alook on log file i found below rows.

animator_nxd 2524 SIGNIFICANT animator_nxd.c 1325 1 animations pending from now to 05/13/2012 10:43:21; 0 backlogged
animator_nxd 2524 SIGNIFICANT animator_nxd.c 1336 Last period 1 fired; 2 added; 2 deleted; 0 repeated within period
spelsrvr 4600 ERROR pdm_misc.pm 106 Error doing auto_find_assignee AHD05453:chg:402644 No available Analysts found
sqlagt:Change_Act 2536 ERROR sqlclass.c 980 SQL Execute failed: [Microsoft OLE DB Provider for SQL Server] [ SQL Code=11 SQL State=08S01] [DBNETLIB][ConnectionWrite (send()).]General network error. Check your network documentation.
sqlagt:Change_Act 2536 ERROR sqlclass.c 981 Clause (INSERT INTO chgalg ( action_desc, analyst, change_id, description, internal, knowledge_session, knowledge_tool, last_mod_dt, persid, system_time, time_spent, time_stamp, type, id ) VALUES ( ? , ? , ? , ? , ? , ? , ? , ? , ? , ? , ? , ? , ? , ? )) Input (log an event occurrence|793ED69B4E87A545BD8E911834D829FC|402644|AHD05458:Change Order 2706 No assignee found, getting defaults: Assignee='' and Group='XXXXX'|0|(NULL)|PDM|05/13/2012 10:17:42|chgalg:415440|05/13/2012 10:17:42|0|05/13/2012 10:17:42|EVT|415440)
sqlagt:Change_Act 2536 ERROR sqlsrvr.c 638 SQL connection lost detected and is being handled.
bpvirtdb_srvr 5012 ERROR vdbagent.c 896 Detected database connection problem during INSERT. Requeuing request for agent Change_Act_Log.
bpvirtdb_srvr 5012 SIGNIFICANT vdbagent.c 856 Retrying request attempt (1) after previous database connectivity problems for agent Change_Act_Log
sqlagt:Change_Act 2536 SIGNIFICANT sqlclass.c 463 Successfully logged back on to SQL Server
web:local 8048 SIGNIFICANT session.c 3397 This request took 16390 milliseconds to complete. session id:503739060 login name:XXXXXX htmpl name:detail_chg_ro.htmpl
domsrvr 1820 SIGNIFICANT sql_prod.c 3383 User superuser/XXXXXX checkout of chg:402644 failed; object no longer in database
domsrvr 1820 SEVERE_ERROR bpobject.c 5754 Attempt to cast type UNDEFINED_VAL BPData to string
domsrvr 1820 SIGNIFICANT top_ob.c 4339 Lock for $PERSID is held by contact - retrying in 3 seconds
domsrvr 1820 SIGNIFICANT top_ob.c 4339 Lock for $PERSID is held by contact $USER - retrying in 6 seconds
domsrvr 1820 SIGNIFICANT top_ob.c 4339 Lock for $PERSID is held by contact $USER - retrying in 12 seconds
domsrvr 1820 SIGNIFICANT sql_prod.c 3383 User MS01996 checkout of chg:402644 failed; object no longer in database

Resolved: Creating an incident from a template with Web Services

Wed, 25 Apr 2012 06:09:46 -0600

Anyone have success creating an Incident from a template via web services?

I have done about a dozen Perl scripts with SDM so I am familiar with the methodology. I have an incident template that works as advertised from the gui. I am passing the persid of the template, the persid of the affected end user and the description. The error I am getting back is

Internal err Getting template object: AHD03029:Bad_param in Dob_by_id. on cr:404464

I have attached the XML SOAP request and response.

Support Automation

Tue, 17 Apr 2012 12:24:00 -0600

Hi,

I'm trying to install the Suport Automation Editor locally. I downloaded the Installer and ran it. I'm following the r12.6 implementation guide but get Authenication Error trying to configure the editor server page pressing the test button. I'm using the default port which is 8070. Support Automation is installed on the server and seems to working correctly. Any help is Appreciated.

Thanks,

Modify the Employee Self Service for Incident instead of Request

Mon, 07 May 2012 09:35:13 -0600

Hello,
We are running SD r11.2 (cumulative patch #4) and we have been using the Employee Self-Service for about 2 years. It is setup to run with Requests (default), but we want to turn off the ability of opening Requests and force the default type to be Incidents. Is this possible? I updated the default form to Incident under the Access Type setup, but I am sure that there is another step here. Any help would be greatly appreciated.
Thanks!

Number only text box

Tue, 15 May 2012 10:15:05 -0600

How do I make a text field on the CR form only accept numbers?

Resolved: Do not allow save for particular Incident Areas in Closed or Resolved

Tue, 15 May 2012 09:34:37 -0600

Using SDM 12.5 Cum1Jumbo:
We do not want to allow saving an Incident via the GUI in a Resolved or Closed state for particular Incident Areas. I have tried several data partition constraints on the roles with no luck. Maybe I am incorrect in thinking this is the best approach. Is there something simple to add to the detail_in form, or is there a way to programmatically block the use of these Incident Areas in these statuses?