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Service Desk 4.5 banner problem

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DAVID JIMENEZ_2
Regular Collector

Service Desk 4.5 banner problem

Hello everybody:

I have installed Service Desk 4.5 SP24 on windows server 2003. All clients are windows xp professional sp2. I've configured a database rule into service call as "Banner.exe", which does the following one:
- when somebody register a service call and the status isn't closed.

However, the rule doesn't show me any banner when somebody register me a service call.

Any help will be very grateful.

Thank you very much in advance.

Regards,

David
23 REPLIES
Rubem Andrade
Occasional Visitor

Re: Service Desk 4.5 banner problem

There are some conditions to this working. Pls take a look at the dbrules samples for servicecalls. There are three samples one per each color depending upon the priority.
As I understand you must to have the agent installed at the host where you want the banner runs.
Hope it helps for a first time,
Rgds
Rubem
Abed Said
Regular Collector

Re: Service Desk 4.5 banner problem

Hi David,

Make sure that the SD agent is installed on all machines that you want the banner to appear on.

For more information about SD agent installation please check the SD installation guide (it is a straight forward).

Best Wishes.
Regards,
MarkvL
Honored Contributor

Re: Service Desk 4.5 banner problem

David,

Besides the agent, the banner file also has to be available on the client machine.

If it staill does not work, can you post the rule you have here including the command?

Mark
HP Support
If you find that this or any post resolves your issue, please be sure to mark it as an accepted solution.
DAVID JIMENEZ_2
Regular Collector

Re: Service Desk 4.5 banner problem

Hello again:

I've the agent service running in xp clients, and the banner file exists in each client computer too.

I write us the rule (in spanish):

Cuando se crea llamada de servicio.
donde NO (Estado (*) es igual a FinalizadoORCerrado)
Yellow Banner (Acción de ejecución de comando) , Shows a yellow banner with text about assigned service call, Host: [Asignación;A persona;Cuenta;Host], Línea de comando: banner.exe, Parámetros: /yellow La llamada de servicio [ID] Te ha sido asignada. Descripcion:[Descripción]

Do you want that I translate DB rule to english language??

Thank you very much for your answers.

David
Abed Said
Regular Collector

Re: Service Desk 4.5 banner problem

Kindly, Can you translate it to English?
Boughariou Anou
Collector

Re: Service Desk 4.5 banner problem

hi
try to move agent folder from c:\program files\hp....... to c:\agent
or to install it under c:\
I hope that you help you :)
DAVID JIMENEZ_2
Regular Collector

Re: Service Desk 4.5 banner problem

Sorry, the translate (moreless) would be the following one:

When it creates service call.
where NO (Status (*) is igual to FinalizeORClosed)
Yellow Banner (An enforcement action command) , Shows a yellow banner with text about assigned service call, Host: [Allocation;To person;Account;Host], Command Line: banner.exe, Parameters: /yellow The Service Call [ID] has been assigned. Description:[Description]

Regards,

David
Abed Said
Regular Collector

Re: Service Desk 4.5 banner problem

What is the whole command line?

It is supposed to be by default
C:\Program Files\Hewlett-Packard\OpenView\Service Desk 4.0\Agent\bin\banner


Remove the double quotes if any; and remove ".exe" at the end.

Hope this will work.

Remember to assign points :)


Regards.
Ruth Porter
Honored Contributor

Re: Service Desk 4.5 banner problem

Hi David,

Firts check that you can issue the banner command on one of the PCs where you want it to appear. Just start a DOS box and type banner.

If this works then it is on the path and you do not need to specify the path in the command.

If not, you will need to give the path and that will be It is supposed to be by default
C:\Program Files\Hewlett-Packard\OpenView\Service Desk 4.5\Agent\bin\banner

Then try again using the rule and make sure you ahve switched on debug for rules and see what is added to logserver.txt on the server and logagent.txt on the agent machine.

Hope this helps, Ruth

http://www.teamultra.net
DAVID JIMENEZ_2
Regular Collector

Re: Service Desk 4.5 banner problem

Hello everybody:

Thank for your answers.
Rtuh, how could I switched on the rules database on client and server??

In the client machine the banner command starts succesfully, directly from Start -> Run, so I understand that the command is in PATH variable.

Regards,

David
Abed Said
Regular Collector

Re: Service Desk 4.5 banner problem

From system panel, general tab,
Select Rule Manager Debug.
Abed Said
Regular Collector

Re: Service Desk 4.5 banner problem

Have you tried it without the ".exe"?
DAVID JIMENEZ_2
Regular Collector

Re: Service Desk 4.5 banner problem

Hi:

Abel, thanks for your answer.

In logserver file I have seen the following one:

Tue, 25/03/2008 10:32:23 Rule: BannerYellow Banner (Acción de ejecución de comando) Agent: PO000INF004.abm.corp.local: not responding (machine switched off?).


The PO000INF004.abm.corp.local client is on which I am making tests. In logagent file (client machine) doesn't appears any line from today.

Regards,

David
Ruth Porter
Honored Contributor

Re: Service Desk 4.5 banner problem

Hi David,

To switch on Rule debug, go to Tools>System>System Panel>General settings and it is at the bottomm of the screen.

Regards, Ruth
http://www.teamultra.net
Abed Said
Regular Collector

Re: Service Desk 4.5 banner problem

Have you checked the account:person:host


This is found in the application accounts; there will be a field called "Host", check that this is the name of the machine you are testing on.

Also check name resolution (DNS records)
DAVID JIMENEZ_2
Regular Collector

Re: Service Desk 4.5 banner problem

Hi:

This is the new log appeared in logserver file on windows server:

Tue, 25/03/2008 10:54:12 Rule: BannerYellow Banner (Acción de ejecución de comando) Agent: PO000INF002.abm.corp.local: not responding (machine switched off?).
Tue, 25/03/2008 10:54:33 Unable to connect to host: po000inf002.abm.corp.local on port:40999
Nested exception is:
java.net.ConnectException: Connection timed out: connect
at com.hp.ifc.net.tcp.AppTcpConnection.(Unknown Source)
at com.hp.ifc.net.itp.AppItpClient.initConnection(Unknown Source)
at com.hp.ifc.net.itp.AppItpClient.(Unknown Source)
at com.hp.ifc.net.itp.AppItpClient.getClientFor(Unknown Source)
at com.hp.ifc.net.itp.AppItpClient.remoteInvoke(Unknown Source)
at com.hp.ifc.net.itp.AppItpProxy.__objectInvoke(Unknown Source)
at com.hp.ifc.net.itp.AppItpProxy.__voidInvoke(Unknown Source)
at com.hp.ifc.net.mq.ps.PAppMessageQueue.put(Unknown Source)
at com.hp.ifc.net.mq.AppMessageQueue.send(Unknown Source)
at com.hp.ifc.net.mq.AppMessageQueue.send(Unknown Source)
at com.hp.itsm.srv.SrvWorkFlow.sendOnlineMessage(Unknown Source)
at com.hp.itsm.srv.SrvWorkFlow.access$000(Unknown Source)
at com.hp.itsm.srv.SrvWorkFlow$2.run(Unknown Source)
at com.hp.ifc.util.AppThreadPool$PoolThread.run(Unknown Source)

In the application accounts, the names are correct and are unlocked.

Thanks very much,

David
Ruth Porter
Honored Contributor

Re: Service Desk 4.5 banner problem

Hi David,

The log file says the agent is not responding - can you check the agent is in fact running on the target machine.

Hope this helps,Ruth

PS dont forget to assign points
http://www.teamultra.net
Abed Said
Regular Collector

Re: Service Desk 4.5 banner problem

Can you try a different machine; as well as a different account?
Jitka Urbanikov
Regular Collector

Re: Service Desk 4.5 banner problem

Hi, David,

for troubleshooting purpose, you can try to put the IP address of the machine where the agent is running into host field (see attachment).

Is there a firewall running on the machine?

Jitka
DAVID JIMENEZ_2
Regular Collector

Re: Service Desk 4.5 banner problem

Hi again:

Sorry very much for the delay, but I've been quite busy with other tasks. I've proved putting only ip address and it doesn't run successfully neither.

I've seen that it appears an service desk icon with a notification from one new assigned record, but the banner doesn't appears.

I've the client machine into active directory, and I've been enabling as the port as the command (banner.exe, with absolute path) in windows firewall. Only appears icon with notification.

Any ideas?? Thank you very much,

David
Ashly A K
Honored Contributor
Solution

Re: Service Desk 4.5 banner problem

hi!

1.Is the firewall on in Server and the PC where the banner should run ? If so, try to stop it for a while and test.
2. Are you able to ping from server-PC and PC to server, By ip and by PC/.Server name ?
3. Have you installed servicedesk agent in the PC ?
4. Is the service desk agent patched, same as the server ?
5. Is the sd agent running ?
6. Are you seeing any errors in the log file of SD Agent ?

Check these and let us know the status. Alos, please publish the DB rule, which you are using.

Ashly A K
http://www.geocities.com/helponhpopenview
DAVID JIMENEZ_2
Regular Collector

Re: Service Desk 4.5 banner problem

Thank you very much everybody. Finally, the problem has solved. When I desactivated the windows firewall on clients, the banner has appeared. Then, I added the 50998 and 30999 ports like exception in windows firewall, and the banner appears OK.

Thank you again,

David
Ashly A K
Honored Contributor

Re: Service Desk 4.5 banner problem

Great!!!!
http://www.geocities.com/helponhpopenview
//Add this to "OnDomLoad" event