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HPE Software Products: Service Anywhere: Q&A
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RecordedByPerson in Incident/Request?Open in a New Window

In the Incident module, there is a field, RecordedByPerson. The Help only has 1 mention of this field:

Is the field in Incident, RecordedByPerson, designated and supposed to be what person/individual created the electronic record?

Does the Request Module have a similar field in place or in a planned release?


Connect-IT Auto-consumptionOpen in a New Window

Hello, Everyone,

Concerning Connect-IT on ServiceAnywhere extraction of documents.

When we use the connector with the auto-consumption checked, we always get 250 documents max. If using data generator, we can extend that value with the size argument. Example: layout=Id,Name&size=1000.

Now, we don't want to rely on full extrations as an automatic process, but we are not seeing how can we setup a scenario where we can "paginate" the extrations, something like extract first 100 records, then on next cycle another 100, and so on until, no new records are missing on our side.


Has anyone had similar situation and how did you solved this issue?




Create a new phase with an approval definitionOpen in a New Window

dear community,

how can i create a custom phase (normal change workflow) in which i can specify an approval definiton? 

thank you


How to change the eMail sender for ALL notificationsOpen in a New Window


I want to give all mails from HPSE SAW one email sender (name and address). How do I set this for all notifications. I don't want to set this in each notification.

Thanks in advance!



How to restrict agent to close ticket without user confirmationOpen in a New Window


Kindy let me know how can I restrict agent to close ticket or stop them to by pass review phase. As what happen currently my agents closing all tickets manually without waiting for users to review or accept solution




Help with populating UserOptions.CustomField_c using RESTOpen in a New Window


Is it possible to populate the UserOptions like UserOptions.CustomField_c on a Request using REST API, granted you include the "RequestsOffering" Id in payload.



Can you filter the On-Call Management group listOpen in a New Window

When you go into the On-Call Management module you are presented with the full list of groups defined in your Service Anywhere tenant.  Is there a way to filter this list down based on a field value in the Group entity?


Cannot find Enable new records UI setting on the Application settings pageOpen in a New Window

I am enabling the Knowledge Model features by following the steps from the Help Center:

In the section with the instructions to "Update processes and rules", it says:

""In order to view the Processes and Rules tab and use Comparison mode to update rules, you must make sure that the Enable new records UI setting on the Application settings page is set to On. For more information, see Application Settings"

I cannot find the "Enable new records UI" in the Application settings page.  Anybody has faced this before?

Thank you!


SAW OMi 10.12 integrationOpen in a New Window

Hello Forum,

I have a SAW OMi 10.12 integration. 

We can forward an Event to SAW and SAW does also process updates and sents them to OMI.

For some reasons we can not sent the "Solution" from SAW to OMI. Any idea?


In the documentation I read the following:

<Agent_installation_directory>\product\log folder:

Ok -> controller\controller.log
Ok -> controller\wrapper.log  
No there ?-> <Endpoint_type_name>\<Endpoint_type_name>.log


Best regards,
Frans Franken


Service Anywhere IntegrationOpen in a New Window


Can anyone please confirm whether it is possible to configure a custom integration from Service Anywhere to a third party system that has a REST based API. I need to be able to trigger an  HTTP GET request and parse the response to confirm the success code.

I see it is possibe to configure endpoints and external system, but the HELP is very limited on how the components would need to be confgured end to end.

Examples would be great but at this stage I just need a definitive answer whether it is possible.




LDAP Synced issueOpen in a New Window


I have created a LDAP integration job for person record at Endpoints and its runing successful but no record is either updated or creating. Below snapshot showing mapping and filter of the job configured. Also note following are the field "Starting search directory" set, as customer created users in many OU

OU=Child 1 of 1, OU=Child 2 of 1, OU=Parent 1, OU=Child 1 of 2, OU=Child 2 of 2, OU=Parent 2, DC=ABC, DC=com

Appreciate help/guidance









Operational and Analytics reports on multiple record typesOpen in a New Window


I want to create report on multiple record type i.e. Request and SLA. To check engineers performance based on the SLA status and number of calls. 

However I not able to find anyway for report categories "Operational" and "Analytics" but this is posisble through "Operational raw data" report. Only issue I want to group them by Assignment group and then assignment engineer, which is not possible in "Operational raw data" report.

Any help will be appreciate




Sending Rejection Comment in a Request NotificationOpen in a New Window

Hi Fellow Community Members,

We need help figuring out a way to notify our customers of a rejection comment upon a service request being rejected (via an approval task). We primarily use a "one must approve - immediate deny" strategy, so we only expect one approval comment to be captured.

The challenge is that the approval task "comment" is stored in the task itself (specifically, in the field ApproverComment) and not directly added to the request. That being said, any comment added in an approval task is indirectly added via a comment on the request record (see image below); unfortunately, all we want is the approval/rejection comment itself rather than the other information added.

Request Comment Added After Rejection.png

With this comment being added directly to the request record, we can pull this comment into our notification, but the problem still remains of stripping away the unwanted information (e.g. "Approval: [Task.Title]. [Task.ApprovedBy] denied the task with the following comment:")

We've looked at the various string functions documented in the Help Center and the split function appears promising, but it's unclear if we would be able to specify a specific index in the array.

Split Function.png

Substring(text, startIdx, [length]) also looks promising, but it's not clear if we can leverage another function in place of startIdx to search for a given string (e.g. "comment:").

Has anyone else been able to solve this use case or have a different idea on how to present the approval comment in a request notification?


UserOptions values in notificationsOpen in a New Window


I would like to send an email to a user for approval of a Service Catalog request. In the email I want to include some of the custom user option fields data. I am not sure which expression to do to get the data out.

I tried




So far nothing works. Can anyone assist?





Update Incident using bulk APIOpen in a New Window

I am trying to follow the instructions for updating a specific incidnet.

the documentation illustrates a sample for create using the base uri


The documentation indicates the uri can take additional parameters:

entity-type represents the logical name of the record to retrieve. Example: incident.

query-params represents query parameters compatible with the query language specifications.

So, to update just one incident would I do something like the following:


I have tried the above URI with the sample JSON payload in the documentation.  But I always get a 500 or 505 error.

	"entities": [
			"entity_type": "Incident",
			"properties": {
				"ImpactScope": "SingleUser",
				"Active": true,
				"RequestedByPerson": "10073",
				"PhaseId": "Log",
				"ProcessId": "normal",
				"FirstTouch": true,
				"Urgency": "SlightDisruption",
				"RegisteredForActualService": "10916",
				"ServiceDeskGroup": "10646",
				"CompletionCode": null,
				"DisplayLabel": "Test_Incident",
				"Priority": "LowPriority",
				"IncidentAttachments": "{\"complexTypeProperties\":[]}",
				"Description": "<p>Test</p>"
			"layout": "SolvedTime,RegisteredForActualService,UserOptionsType,EntityModel,Urgency,
	"operation": "UPDATE"

Any help would be greatly appreciated.




Issue with CookiesOpen in a New Window



I am trying to call API

With Header as following...

Content-Type  : application/json

User-Agent : Mozilla/5.0

Cookie : LWSSO_COOKIE_KEY=<Cookies Value>; TENANTID=<Value>

Accept-Language  en-US,en;q=0.5

but not able to make call.. can you please let me know if I pass any wrong credential.





ArchivingOpen in a New Window

Hi Team,

My customer is asking about the archiving feature. 

Is it only a matter of increasing resources ?



Accessing People List in Offering User Options in ESSOpen in a New Window


I am looking for a way to have a dropdown list (like the AssignedToPerson field)  of user/contacts in an offering from the ESS side of things. Is this at all possible? 

The use case for this would be our facilities department submitting a requset via ESS and having the ability to assign a technician to the ticket at the same time. 


Bulk Update APIOpen in a New Window

The documentation references the following.  However, the examples do not include the extra elements.  How do we specify the element-type, parameters, name,  <FirstEndPoint-Name> and <SecondEndPoint-Name>. 

For executing a Create or Update command for a collection, the following syntax is supported for the request URI:



tenant-id represents the tenant ID. To access the tenant ID, right-click the Launch button next to the required product on MyAccount, select Copy link address and paste it into a browser. The tenant ID is the number following TENANTID=.

entity-type represents the logical name of the record to retrieve. Example: incident.

query-params represents query parameters compatible with the query language specifications.

A bulk processing request gets a JSON object which contains record and relationship data and an operation to process. A bulk may contain multiple record and relationship types but only a single operation.

The operation property specifies the bulk operation type. Supported values are: CREATE and UPDATE.

The record's JSON array contains the records to be processed. When processing an UPDATE operation, the EMS assumes that the provided properties are the subset of the record properties that need to be updated.

The relationship's JSON array contains the relationships to be processed. Each relationship entry includes the following properties:

name. The name of the relationship (as defined in the metadata).

<FirstEndPoint-Name>. The name of the first endpoint record (as a string).

<SecondEndPoint-Name>. The name of the second endpoint record (as a string).

More examples would be very helpful.


How does one Exclude from each request, the XSRF token.Open in a New Window


Exclude from each request, the XSRF token.

The best practice is to delete or ignore the XSRF token. If you do not do this, you must do either of the following:

Send a cookie named XSRF-TOKEN with the header User-Agent is Apache-HttpClient.

Send a token as an HTTP header named X-XSRF-TOKEN with the value taken from the latest XSRF-TOKEN cookie. (This is normal browser behavior.)

Can you expand on this instructions.

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