Auto close incident tickets after 48 hours

Hi ,

I have a new requiremnet to start new scenario

Need to auto close the incident tickets after 48 hours .

Please guide me

Auto Close Problem

HI ,

We have scripts autoclose all the incident tickets. so some tickets has closed automatically.After sometime we have stopped closing auto tickets

In the field closed by has " Autoclose " and closedtime as "23:00:00"

Now we have the requirement like all the auto closed ticket need to update with resolvedby and resolved time ;

For Example

Closed By : Auto Close

Closed Time : 23:00:23

Resolved By : SAEDF

Resolved Time : 13:23:00

Now we have to update autoclosed ticket like

Closed By : SAEDF

Closed Time : 13:23:00

Please let me know how to do this requirement, Is there any scripts we need to write to update

Pleae guide us. Thanks

sm.exe is not coming up

Hi Experts,

When we start the sm service, sm.exe is not coming up and when i tried to check the license it is giving the below error,

error occurred during initialization of vm java/lang/classnotfoundexception error in running jar file .\lib\endorsed\activation-1.1.jar

Kindly do the needful.

Regards 

SMD

Fields getting mapped to the NULL table

Dear All,

In the incident dbdict, when I create a field it automatically gets mapped to a NULL table.

This null table was not there before and is found under the SQL tables tab now.

Checked the following:

Tried to manually map the fields to m1 table but unsuccessful

sqlRC = false

Considering that the m1 table is full but the same table in DEV has more fields than production

Experts need ur help to fix this issue.

Regards,

Nij

In RC Making other date/time field mandatory insted of planned.start, planned.end

Hi Team,

On creating new change in SM which is integrated with RC 9.2 change is not shown in RC if planned.start and end is not added in new change ticket,

in our customization planned start and end need to be mandatory in third phase only..,

we have proposed start and end in first phase,

change is not visible in RC only with proposed start and end..,

i want the change to display in RC with out giving planned start and end .., but i need to make proposed start and end as mandatory field in first phase

Time difference in records in SM and integrated Crystal Reports

Hi Experts,

We have crystal reports integrated with SM 7.11

When we are trying to extract a set of records(Incident records for a month) from crystal reports and SM there is a difference in number.

In SM there are more records than crystal reports.

I have analysed this and this happens because crystal report is lagging by 5.30 hours from SM.

Can anybody tell me how to rectify this issue?

Thanks

Abhishek

Date format and Arithmetic operation on Dates

Hello Experst,

In my system tod() returns date&time in the format "Mon May 20 2013 10:30:55 GMT+0200 (DFT)", but I would like to have in this format "05/20/2013 10:30:55", becuase I need to do an arithmetic operation on date part in java script.

For example, below code is not working due to the date format.

var caldate=system.functions.tod();
caldate=system.functions.date(caldate);
caldate=caldate-'3 00:00:00';
print(caldate);

Any help on this?

HTML Email Problem with Alerts/Schedules

Hi i have set up many HTML emails and all is well! However i have setup one using an Alert and then selecting the Notification Name and setting up email as normal however it doesnt work.

In SM log i see the following Line

 25504( 23200) 05/20/2013 09:01:20  RAD I ERROR;HTML Templates;getTemplate;Language determination: Record contains invalid code

Not very informative! The preview works so im guessing its not the Email itself?

Help!

Unable to connect Service Manager via windows client.

While connecting with Server manager via windows client I am facing the following error

Error connection to server, Server not up or wrong connection parameters http://localhost:13080/Sm/Ui(See Attachment)

My first question is that do I need to install any tomcat or jboss to run the windows client, I have installed IIS 7?

Could you please guide me to resolve this issue I m stuck on this from last couple of days?

SM 9.30: How to copy attachments from Incident to related interaction?

Hi,

Can anyone please let me know how do we copy attachments from an incident to the related interaction?

I checked several threads already posted on this forum and I see that all of them have the solution where in the attachments are copied from the interaction to the related incident.

I tried interchanging a few things in the same expression but that doesn't seem to work the other way round.

Any pointers on this will be very helpful..

Thanks!

Interaction Escalation ( URGENT )

Dear all,

I use SM 9.3, when I try to escalate interaction to incident it run wizard-wizard.escalation.incident form and ask me about the location of the interaction I want this filed to auto populated from Ci location filed , how can i do this ? in details please

Update interaction after closure

HI Experts,

SM 9.30

We have a customized environment, for Service Request categories only an interaction is created.

For Incidents, interaction & related incidents are created.

We have a requirement that we need to update the Service Requests after closure.

We need to add 1 additional field, one of the Service desk should do the update. For example if the Service Request SLA has been breached, in the additional field they need to explain why it was breached.

The problem is that this field is populated as read-only when the interaction is closed.

Can someone please tell me how to keep this field editable?

Thanks

Webservice Monitor

Hello All,

I want to make a webservice monitor for the first time. but do not have any webservice that i can monitor.

Can anyone please help me with some webservice so that i can make a webservice moniotor.

Your replies will be much appreciated

SLA status change process/RAD

Hi,

Can anyone help me figure out which process/application or RAD is responsible of changing the status

of SLAs to Running/Breached/suspended etc.

qbe not displaying column content

sm9.21 and windows 2008

Hi

I have changed a field in kmdocument.open so that when the users selects the document owner the kmcategory.qbe (which holds the document owner information) is displayed so that they can select the owner, but the .qbe called by the comfill it has no content in the document owner column but If I select any row from this .qbe the kmdocument responsible owner field is populated with the correct owner details.  Can anyone advise me as to why the details are not displayed in the .qbe list?

I have check the kmcategory.qbe table which hold the document owner information and can see the details in the document owner column there.  thanks

Controlling IT costs with Asset Management

HP and Vivit are presenting a webinar on May 22. You can find the full details at http://h30499.www3.hp.com/t5/Vivit-Events/May-22-Web-Event-Control-Your-IT-Costs-with-Asset-Management/td-p/6051215

consuming WS in SM

Hi All,

Hope everybody doing good.

Saving interaction slow when selected service has relations

When creating an interaction and saving it with an Affected Service that has no relations in cirelationship file, the saving in Open - Idle status takes about 2 to 3 seconds, which is acceptable. However, doing exactly the same thing when the Affected Service has 1 or more relations in the cirelationships file, it takes about 24 second to save; all time seems to get lost in the cc.first.log process (after adding some print statements in the process). I get the impression that the RAD sc.get.sla is responsible for the time being lost; yet, I have no idea how to work around it... any ideas are very welcome...

Displaying new fields in RC Onmouse over time line

Hi Team,

Integrated RC 9.2 and SM 9.3

I need to add new field on pop up displayed grey line of Time selected ; Today or day or month or weak; PFA..

as OOB feature showing REQ id, impact, planned start, planned end, Implementors etc..

along with this i need to add priority

Please let me know howto customize priority for displaying in POp up

Auto update an Incident status

Apologies if this is covered elsewhere in the forum but I haven't found anything in searches...

I want to be able to change the status of an Incident to be Assigned, automatically, if someone puts a value in the Assignee field

I've assumed that this is something that could be triggered when the ticket is updated/saved  but haven't been able to find an example or indication so far.

Reason for this requirement:

I'm having trouble getting agents to change the status so we can capture SLO Response data so I'm trying to think of a workaround. They have to put their name in as Assignee when they pick up the ticket so that they get credited with working the ticket so if I can get the status to change when they save the record after putting their name in I get the timestamp I need.

Hope that someone can help.

Thanks,

Tony