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Service Desk Various Questions

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shasha_1
Senior Member

Service Desk Various Questions

Hi All,

Appreciate it if somebody could help me with the following inquiries:

1. Can Service Desk support email notifications/Service Call submission through IMAP Connection?

2. Is it necessary to create a mailbox for the incoming emails to Service Desk? If I don't have a mailbox, where will the emails be kept?

3. Can we the banner notification in the Web Console/Service Pages?

Hope you can help me with this. Thank you so much.
12 REPLIES
George M. Meneg
Honored Contributor

Re: Service Desk Various Questions

Hello Donna,

1. Service desk needs SMTP in order to being able to send/receive mail. I think having application server to read an inbox through IMAP it is out of scope of the application server.

2. No, it is not. Application server doesn't stores the mails it receives. Of course you could make a configuration that another SMTP server keeps the mails somewhere and then forward them to Application Server.

3. Banner is a little program that runs on the client machine and it is launched through DB rules, it is not java client's built-in functionality. Maybe you could do something similar for service pages but to my knowledge, Web Console is a black box, just like the java console.
menes fhtagn
shasha_1
Senior Member

Re: Service Desk Various Questions

Thank you for your prompt response, really appreciate it. One more question , hope you could help me with this one also. Is it possible to install NNM 7.5 and SD5.1 on the same box? I'd like to do the integration between these two products so I installed them on one Windows Server 2003 machine. Unfortunately, NNM doesn't work after installation. I tried it again on another machine, this time installing NNM first. I made sure it was running before installing SD. After the SD installation, NNM is not working anymore. I didn't see any related document (Release Notes, etc.) regarding this. In one customer, we were able to install NNM 7.x and SD 4.5 in one machine and they're both working.
George M. Meneg
Honored Contributor

Re: Service Desk Various Questions

Hello Donna,

While maybe it is possible to install OVSD and NNM on the same box I'm strongly advise against that. NNM could create pretty huge load on the machine and OVSD isn't exactly notepad :)
menes fhtagn
JaS_4
Honored Contributor

Re: Service Desk Various Questions

Hi Donna,

Add the moment, HP has a OVSD coexistence document for NNM but only for SD 5.0 and not SD 5.10.

See http://openview.hp.com/ecare/getsupportdoc?docid=OV-EN021896

The SD5.0 Management Server is supported on NNM 7.5 on HP-UX 11.11 (PA-RISC).
shasha_1
Senior Member

Re: Service Desk Various Questions

Hi,

The Technical Document refers only to Service Desk 5.0, I can't find any information on the integration between NNM 7.5 and SD 5.1, could you help me on this please?

Thanks,
Donna
shasha_1
Senior Member

Re: Service Desk Various Questions

Hi Everybody,

Additional questions for which your answers will be greatly appreciated:

1. Is there any other way to modify the Service Pages (e.g., hide/add/modify existing fields) aside from using Java?

2. Would it be possible to include attachments when registering new calls from the Service Pages? I was looking at the default Service Pages view but I didn't see any Attachment there.

3. Can we disable some fields based on user roles e.g., A Specialist cannot close a service call even if it is assigned to him.

4. Is it possible to create a SC view wherein I can see all the related SD objects (e.g, Service Calls, Incidents, etc.) to a Service Call without opening the said Service Call and then looking at the relations tab?

5. Would it be possible to create a DB rule that will check if a certain field has been modified (e.g., new entries appended)?

6. Can we create a field that is more than 64k in size? We wanted to have a custom field wherein the specialist can put all he has done to solve a particular incident. We're just worried that 64k may not be enough. If this is not possible, any workaround to this?

Thanks again!!!
Robert S. Falko
Honored Contributor

Re: Service Desk Various Questions

Hello Donna,

4. Is it possible to create a SC view wherein I can see all the related SD objects (e.g, Service Calls, Incidents, etc.) to a Service Call without opening the said Service Call and then looking at the relations tab?

Use an Explorer view on SCs. Creates leaves in the view that contain the related service events.

5. Would it be possible to create a DB rule that will check if a certain field has been modified (e.g., new entries appended)?

Yes, you select as a trigger when a value has changed, and then in the criteria include is anything, making sure to check the box below the criterion definition. Your rule will then need to do something, like send you mail.

6. Can we create a field that is more than 64k in size? We wanted to have a custom field wherein the specialist can put all he has done to solve a particular incident. We're just worried that 64k may not be enough. If this is not possible, any workaround to this?

The workaround is to annex a file.

Regards,
Josh
shasha_1
Senior Member

Re: Service Desk Various Questions

Hi Josiah,

On your answer for question #6, what do you mean Annexing the field? Kindly elaborate.

Thanks!!!!
Robert S. Falko
Honored Contributor

Re: Service Desk Various Questions

Donna,

I mean attach a file to the item using the toolbar icon "Add Attachment".

-Josh
JaS_4
Honored Contributor

Re: Service Desk Various Questions

Hi Donna,

I heard from HP that NNM 7 & 7.5 AE integration with SD 5.10 is not supported yet but they will be producing a NNM 7 & 7.5 AE and SD 5.10 integration package.

shasha_1
Senior Member

Re: Service Desk Various Questions

Hi Jas,

Do you know of any document that discusses this?

Thanks!!!
JaS_4
Honored Contributor

Re: Service Desk Various Questions

There is a data exchange administration edition 2 manual out which has NNM integration in appendix 2. But this is for sd 5.0 sp1 and not sd 5.10.
//Add this to "OnDomLoad" event