HPE Software Products: Service Anywhere: Q&A
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Rule to add followerOpen in a New Window

Any ideas how to set a follower when an analyst adds a comment....

Have reused the user notification trigger rule for the if statement & got it to add a follower type relationship between entity.id but can't for the life of me get a statement that works to say the person who added the comment....



Need to restrict audience to a notificationOpen in a New Window


We are configuring SAW survey notifications and there is a requirement where users only with say "@wipro.com" need to get a notification.

Can someone pls help me with the business rule. The Contain() rule doesnt seem to be working.

Any suggestions will be appreciated.




SAW Project & Program - Project BudgetOpen in a New Window

Ho do I add or edit a project budget?  It is showing Total Appoved Budget: $0.00


System use definitionsOpen in a New Window

Hi All,

So i have added a new roll that lets some users adjust the serrings in the person section.

The user with the new roll can do everything in the person record but add a licence or add a roll. I thought the new roll needed an additional resource. But this has not worked so far.

Does anybody konw how you can make the roll have access to the 'System use deffinition' section of the person record?



Modify rule in Production ServerOpen in a New Window

Sometime we need to do some correction in production server, like correct the e-mail template or disable some rule that have negative impact the correct operation.
Is it possile to do this correction direct in production server, without using the Import/Export criteria from Dev Server to Prod Server ?


Unable to sync a new userOpen in a New Window


I created a new user on MyAccount but when I click on Sync in SAW, the user doesn't appear.

Any suggestion to solve the issue?





How to update Approve task assignee?Open in a New Window

Hi, The use case is there's some Approval task pending at requester's old manager who's left the company. Is there a way to auto update the assignee of such pending Approval task to new manager while requester's manager is updated in the Person Record? Thanks. Chloe


How the current assignment in Accept phase of Request works in your tenant?Open in a New Window


I'd like to know how the current assignment in Request works in your tenant. Mine has been through a lot of updates and I'm not sure if I missed something.

When an incident is resolved, the incident goes to "Review" phase and the current assignment changes to "Service desk".

But, in Request, when the request is resolved and goes to "Accept" phase, the current assignment doesn't change.

I believe it should also change to "Service desk" as service desk group is the Single Point of Contact - SPOC so it should be the only one validating the user acceptance and responsible for this phase.

How does this works in your tenant?

Thanks in advance ; ) 



Service Anywhere AD Integration for Computer ObjectsOpen in a New Window

My customer is looking for basic Computer Object attibrutes (name, IP address and OS versions) to be mapped to Devices in the CMDB to improve accuracy, and for this to be regulary updated automatically.

They have no budget or appetite to implement a uCMDB solution or any Universal Discovery.

They believe that this could be done by updating/amending the LDAP integraton/OPB agent script.. - but from what I can see this seems to be limited to Person/Group data rather then other types of Configuration Items.

Has anybody had any experince of using AD as a data source for anything other than people data; and how dd you go about this.



Bulk Import CSV-Can't get Model Field to PopulateOpen in a New Window

Using the Model Record # in my CSV, it will not populate the Model Field in the Device Record, but puts the record# into the free text Model Field - Why?


Bulk Import CSV-Can't get Phase ID field values importedOpen in a New Window

Phase ID field auto populates to In Use on import but it will not import any specified value, e.g. Prepare.  Why?


Date Fields in Import CSV-Can't get Dates into SAW SuccessfullyOpen in a New Window

I have been unable to successfully import via CSV file, any date fields other than 'First Installation Date', which auto-populates to the current date if you leave it blank.  I have tried Epoch date as instructed but it does not import correctly.  Work around is to update once records are in SAW but would like to be able to import directly as I have multiple date fields. 


Bulk Import-Are there Mandatory Fields?Open in a New Window

If yes, what are they?


Can you IMPORT additional data to add to existing SAW Device Records?Open in a New Window

We have approximately 900 Desktop devices that were initially imported into our SAW database at initiation as they were needed as part of our Service Desk Ticketing system.  Only a few pieces of information about these Desktop assets were imported at that time. We are now starting to use the Asset Module and would like to migrate the remaining fields of information from our previous database to these existing records in SAW.  I have learned how to bulk import new assets.  My question is, can I bulk import new fields of data for existing assets?  I want to be able to accomplish this large update for all 900+ Device Records at the same time.


Request - Live support vs New button: different rules?Open in a New Window


I was making some changes in the workflow of Request and I came into this situation:

It seems like the rules applied when creating a Request from the New Button are different from the ones using Live Support.

For example:

Using New Button, the Owner field is not filled.

Using Live support, the Owner field is filled with the current user.

I modified some rules, and the change is applied only when using New Button. It seems like with Live Support there is a set of rules that runs before my rules that are not in the workflow I can see and modify.

Is this correct? Does Live Support have some special rules that are not available to customize?

Thanks in advance.





the mobile app is not currently the mobile app is not currently enabledfor your HPE service anywhereOpen in a New Window


Can some help why this error is coming,

Tell yesterday we will able login via mobile app in android. Since today mrg mobile app is not working. 


the mobile app is not currently enabled for your HPE service anywhere portal for details contact your IT


Email Ticket creation failedOpen in a New Window

Yesterday It worked for me, but now Its not working. Why it is so?


ChatOps - SlackOpen in a New Window

Hello all!

I'm trying to setup Slack ChatOps and have followed the intructions here 

My OPB agent is up and running and I've configured a email endpoint successfully.
However. When trying to start the ChatOps I get these error messages in the Chat-Ops.log:
jan 04, 2017 10:56:07 AM com.hp.maas.platform.opb.domain.chatops.ChatOpsTaskExecutor
INFO: Executing Task: BOT_START : ChatOpsTaskExecutor : Chat-Ops-1-thread : java.util.concurrent.Semaphore@3a47988[Permits = 0]
jan 04, 2017 10:56:08 AM com.hp.maas.platform.opb.domain.chatops.ChatOpsTaskExecutor
INFO: Process bot command: BOT_START
jan 04, 2017 10:56:08 AM com.hp.maas.platform.opb.domain.chatops.ChatOpsTaskExecutor
INFO: Prepare to start bot....
jan 04, 2017 10:56:08 AM com.hp.maas.platform.opb.domain.chatops.ChatOpsTaskExecutor
SEVERE: Fail to init BotService client, the environment is empty!
jan 04, 2017 10:56:08 AM com.hp.maas.platform.opb.domain.chatops.ChatOpsTaskExecutor
INFO: Prepare to stop bot....
jan 04, 2017 10:56:08 AM com.hp.maas.platform.opb.domain.chatops.ChatOpsTaskExecutor
INFO: start chatbot revoking all tokens
jan 04, 2017 10:56:11 AM com.hp.maas.platform.opb.domain.chatops.ChatOpsTaskExecutor
INFO: Done with stop bot
jan 04, 2017 10:56:12 AM
STDERR: log4j:WARN No appenders could be found for logger (com.hp.maas.platform.opb.controller.domain.loader.DomainLoaderService).
jan 04, 2017 10:56:12 AM
STDERR: log4j:WARN Please initialize the log4j system properly.
jan 04, 2017 10:56:12 AM
STDERR: log4j:WARN See http://logging.apache.org/log4j/1.2/faq.html#noconfig for more info.
jan 04, 2017 10:56:55 AM com.hp.maas.platform.opb.domain.chatops.ChatOpsTaskExecutor
INFO: C:\HPOPB\Demo V6\product\util\3rd-party\wrapper\..\..\..\Chat-Ops-Run\chat_ops_node.exe --tls-cipher-list=******** C:\HPOPB\Demo V6\product\util\3rd-party\wrapper\..\..\..\Chat-Ops-Run\bot\node_modules\coffee-script\bin\coffee C:\HPOPB\Demo V6\product\util\3rd-party\wrapper\..\..\..\Chat-Ops-Run\bot\node_modules\hubot\bin\hubot --adapter slack
jan 04, 2017 10:57:27 AM com.hp.maas.platform.opb.domain.chatops.BotServiceClient
INFO: heartBetBot url: localhost:50403
jan 04, 2017 10:57:27 AM com.hp.maas.platform.opb.domain.chatops.ChatOpsTaskExecutor
SEVERE: Failed to ping bot: http://localhost:50403/ping?heartbeat=true

Has anybody seen this before and know where the issue is?


Show date in NotificationOpen in a New Window

Hi All,
My customer want to send the ticket's creation date in an a-mail notification .
I have tried to modify the template notification by inserting the field CreatedTime (it's a DATE_TIME field), but the email contain a big number and not a date.
I need to convert it in a String uploadable in an e-mail.

Someone can help me ?





Failed with status code [401] and reason: UnauthorizedOpen in a New Window

Hi Experts


I am getting the following error while doing test connection in the endpoint  for HP SAW - OO integration

jan 02, 2017 6:49:36 AM com.hp.maas.platform.services.integration.oo.domain.execution.TestConnectionTaskExecutor
INFO: Finished test connection task with status FAILED and result: Failed with status code [401] and reason: Unauthorized

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