HPE Software Products: Service Anywhere: Q&A
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Bi Sync - get list display labels?Open in a New Window

I'm implemented the BI sync functionality as per the documentation, and now I'm trying to do some reports out of my DB.  I want to show some of these reports to managers & executive, so I want them to be nicely formatted.  However, I can't seem to find the display labels for list values anywhere in the BI sync extract capability.  Does this mean that in the BI sync I need to manually put the display labels into the queries, or is there a way to grab the list code tables that I'm not seeing?




Exact Syntax for displaying two Level 3 CategoriesOpen in a New Window

Can anyone help with Exact Syntax for displaying two Level 3 Categories?


I'd like to display two categories, both Level 3 under the same Level 2 category, and I cannot get this to work.  

The Level 2 Category:  1007241

The Lever 3 Categories: 1007067 & 1007068


The Rule I have triedThe Rule I have tried





New Request Tracking page does not show user optionsOpen in a New Window

We have found that the new Request Tracking page does not show the user options of each request.  The old request tracking page does.  

Can this be added to the new Request Tracking page?

What are the differences between the new and old tracking pages?

Are there any risks or 'down sides' to using the old request tracking page?


Create PIR task in Review Stage based on Completion CodeOpen in a New Window

I'd like to be able to create a task on a change that is created/assigned for a PIR only if "failed" or "succesful with problems' is chosen as the completion code.

What is the best way to do this, via  a business rule (I'm presuming in the "after change" section in the Review phase; or via a decision in the task plan for review?





Deny Request if approvals have been pending more than 5 daysOpen in a New Window

Has anybody successfully managed to implement a business rule for denying a Request if approvals have not been approved within a timescale, say 5 days

Our customer wants to deny any request that has not been approved by an approver within 5 days

They do not want the escaltion to an approvers manager as seems to be the function OOTB. as this could be the CEO for some approvals.



HP Service Anywhere SSO setup with OneLogin IdPOpen in a New Window

Hello All,

My organization is implementing SSO using OneLogin IdP (Identity Provider) and we plan to on-board HP SAW application as part of it. Can anyone help me by shedding some light on below points?

1) Does HP SAW support IdP initiated SSO or SP (service provider) inititaed? SP in this instance will be HP SAW & IdP will be OneLogin.

2) Our environment has 2 instance; 1st is the production env., which is used by all the end users to raise their support tickets & 2nd is the test/devlopment environment, which is used by selected users (admins),  to test any new feature before it's rolled out to our production environment. So, for our initial testing with SSO, is it possible to enable SSO only for the test/dev instance, without impacting the Prod environment? 

Kind Regards,





Hide Parent Category When There Is a Sub CategoryOpen in a New Window

We would like to hide Category parents and only show the sub categories. 

For example we have the following Categories:

Software \ Request

Software \ Change

I would like to restrict the user from selecting Software, thereby only allowing them to select Software \ Request or Software \ Change and not just Software.



Task: How does "Send task assigned to group notification" work?Open in a New Window


I have a question regarding Task's notifications.

There's a notification template "Send task assigned to group notification" and the rule that activates it:

${entity.Assignee == null && entity.AssignmentGroup != null && (current_update.AssignmentGroup.IsChanged || current_update.Assignee.IsChanged)}
Send notification to
Send task assigned to group notification
parentName: ${entity.ParentDisplayLabelKey}
AssignmentGroup: ${entity.AssignmentGroup.Name}
taskName: ${entity.DisplayLabelKey}
From this rule I understand that the notification will be send to the whole group members when the task has an assignment group but no assignee. But it doesn't work like that.
When is this notification send?
Thanks in advance.


Make comments mandatoryOpen in a New Window


How can I make adding a comment mandatory when accepting a solution in the portal?




How to make Request Status read-only while it's auto changed?Open in a New Window


Is it possible to make the Request Status read-only while it's auto changed? For the moment we could make the status changes automaticaly when specific condition is satisfied. The customer wants to make the Status read-only so it can change itself without manual mistake.

Could you suggest how to achieve that? 


Actual Service and Rules ScheduledOpen in a New Window

I need to do a modify on all "Actual Services"
So, I have thought to create a Scheduled Rule that executes the modify.
The role is very simply:

After the record is in this phase for 1 hours,
then every 1 days, if ${true}
Set PriorityNumber to ${9}

But I can't understand why the rule doesn't work.

Can somebody help me?


 Best Regards






Where is current_update.Metaphase.IsChanged and current_update.PhaseId.IsChanged used?Open in a New Window

I'm confused on where current_update.Metaphase.IsChanged and current_update.PhaseId.IsChanged used?  I tried using them in business rules on "After applying changes" and yet the values are the same.  For instance, I added a notification with no condition so that I get the values via email and they are as follows, when a request ticket is transitisioned from Fulfillment to Validation, the IsChanged value is always false.  How do I detect a metaphase change or phase change in a conditional statement?

1st notification

entity.Metaphase: Fulfillment

entity.Metaphase.Label: Fulfillment


MetaPhase.IsChanged Value: false

MetaPhase.Before Value: Fulfillment

MetaPhase.New Value: Fulfillment


2nd Notification

entity.Metaphase: Validation

entity.Metaphase.Label: Validation


MetaPhase.IsChanged Value: false

MetaPhase.Before Value: Validation

MetaPhase.New Value: Validation



User Option on Request Offering to look at Cost Centre, manager or Organisation WorkgroupOpen in a New Window

We are trying to add a New Starter Request as an offering.

I'd like the one of the some of the user options to choose from an existing list of Managers, Cost Centres or Organisation Workgroups (I may have 200 functional workgroups that are updated regularly

Is there any easy way to add these onto the offering/user options so that they can be chosen by an end user when raising a request?


HP Service anywhere automationOpen in a New Window



I'm relatively new to HP SAW, I'm trying to automate incident tickets for certain regular instances of diskspace clearup, service restarts and similar, so I was wondering if there's a way to send requests to agent or SAW directly to open a preset template to generate a ticket with info. For example, taking server name and time as variables and setting ticket to opened and closed based on automated task done by powershell. Is there a way to do that? I find SAW documentation lacking in that regard. 


Thanks in advance, Harvey


Licenses and RequestsOpen in a New Window

We successfully implemented a use case provided by HPE to implement licence utilisation counts when the User List is updated to add/remove users.


We have set up a licence (Word 2013) under an Licence Asset Model of "Word"


We tried to create a Service Request task plan which looks at the licence count and if there are not sufficient available, it sends it down a decision tree to procure one.


The workflow only looks at the Parent “Word” asset model, which has no volumes associated so it always go down the procure leg.


When we define the offering, we are only able to add the parent “Word” asset model as a default value; and not the child licence. – Is there anything we can do to add the licence (Word 2013) so that it is available under “RationalizedAsssetModel” or “Related Asset", or add another field on the request record/form for Licenses

I don't  seem to be able to add a field OOTB that looks at available licences, so would need to create one. What would be the best type of field to have?

Based on the existing “RationalizedAsssetModel”  field, I would have thought I could have added an entity link field on the request record, but there seems to be a system limitation on this type, so I would be limited to choosing a Group or Person.


Linking a Service Request to the Related Records tab on a DeviceOpen in a New Window

I would have expected that when a Request is raised for a Device; and a reservation has been closed; and the user list for a device is updated; that when looking at the CI, the Related Records section would show the Service Request, so that we had a full audit trail


The Fulfilled by Device field on the Request shows the device

I understand that if I was to add the device manually as a "Involved Device" on the request, then the link on the Related records on the device would be automatically added, but that the "Involved by" link should only be theoretically used for Incidents/Problems/Changes.


I am not sure if this is a defect, or an enhancement request– In my eyes, it is a defect as the automated linking process seems to work well OOTB on every other process, so I would have expected that this works the same for Request without the need for additional configuration/business rules.


 So it seems I may need to add an automated task on a fulfilment plan  on a case by case basis.to create this link. I therefore attempted to use


Create relationship of type Device affected by request between ${entity.Id} and ${entity.RequestFulfilledByDevice.Id}


But this task did not seem to close; nor make updates to the Device record.


Does anybody have any ideas on what syntax I should use, or an overall business rule i should use on the Request record.


List Sync by position valueOpen in a New Window

I need to sync 2 different lists, both with 20 elements, but with different values (name of variables) inside.
I want that the sync key will be the position.
For example:
If I select the first value in list A,
the system will select the first value in list B.
If I select the second value in the list A,
the system will select the second value in the list B.
Exist one command to use in the rule for read the position of one value in the list?


Best Regards



User Option Field in Multiple offerings, if present, is Mandatory before closing a ticketOpen in a New Window

Is there a best practice or easier way to make a User Option Field (in 50+ Offerings), if present, is Mandatory before Closure?

These Offerings all have different Service Definitions, and there are no commonly available fields to filter the subset of Offerings.

I want to avoid writing something along the lines of:   In Fulfill After Change :

If {

current_update.PhaseId.OldValue == 'Fulfill' && current_update.PhaseId.NewValue == 'Accept' || current_update.PhaseId.OldValue == 'Fulfill' && current_update.PhaseId.NewValue == 'Review'  || current_update.PhaseId.OldValue == 'Fulfill' && current_update.PhaseId.NewValue == 'Close'


(entity.RequestsOffering.DisplayLabel == 'X' || entity.RequestsOffering.DisplayLabel == 'X1' ||  entity.RequestsOffering.DisplayLabel == 'X2' || entity.RequestsOffering.DisplayLabel == 'X3' ||  ...

|| entity.RequestsOffering.DisplayLabel == 'X50' ) && entity.UserOptions.FIELDNAME_c == null}


Define entity.UserOptions.FIELDNAME_c as Mandatory




Is there a way to hide the attachment section for a certain module?Open in a New Window

I wanting to know if there is a way to hide the attachment section for Requests?  I see that you can add a business rule to hide the attachment field, but the system just seems to ignore that rule and the attachment section is visible when a request ticket is displayed.


How toquery a specific field in a rule without using it's reference numberOpen in a New Window


Hopefully this is a really simple query as I'm new to business rules. I'm trying to write a rule which defines a field as mandatory if the ServiceDeskGroup field is set to a specific Group. Although I can get the rule to work if I use the Group's reference number, when I try to use the Group name in single quotes the rule no longer works. I've tried using the Group name (exactly as shown in the Name field) , the Group name (without spaces) and the UPN, but none have been successful. Should I be entering the Group name in a different format? The Group name includes a '-'.

I'd much prefer to use the Group name as the reference number for the Group is not the same in Dev and Prod, therefore I'd be testing with one value, then making a change to give live with an untested value.



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