# HP OpenView Service Desk

## version 4.5 service pack 34
resolved defects list

March 2010

© Copyrights 2010 Hewlett-Packard Development Company, L.P.

You can search for defect reports at the hp OpenView eCare portal. It is also possible to open a defect report directly by selecting the appropriate link in the resolved defect list.

## Defect reports:

Service Pack 1
Service Pack 2
Service Pack 3
Service Pack 4
Service Pack 5
Service Pack 6
Service Pack 7
Service Pack 8
Service Pack 9
Service Pack 10
Service Pack 11
Service Pack 12
Service Pack 13
Service Pack 14
Service Pack 15
Service Pack 16
Service Pack 17
Service Pack 18
Service Pack 19
Service Pack 20
Service Pack 21
Service Pack 22
Service Pack 23
Service Pack 24
Service Pack 25
Service Pack 26
Service Pack 27
Service Pack 28
Service Pack 29
Service Pack 30
Service Pack 31
Service Pack 32
Service Pack 33
Service Pack 34

Defect Report | Description
SP1: |
ITSM004392 | Error while relating receiving org to SLA from within new Service
| Short cut SLM > Service > New Service Go to tab SLA and press the add button. In the SLA screen go to tab Receiving organization. Press the relate button and in search screen select an organization. Then press the OK button in the search screen.
The following error message is generated:
This id is not contained in this set: 281478272844030
ITSM004462 | MaxInstallations not copied when using CI template
| Tools > System > Data > Templates > Configuration Item The value that is entered in the MaxInstallations field of a Configuration Item (CI) template is not copied to the new CI if the template is the default (or only) template that is linked to the role that is linked to the account of the user. For example, in the "Software CI" template we have specified "99,999" in the MaxInstallations field.
Only the "Software Administrator" role has this template linked to it. People who's Service Desk 4.0 account has been linked to the "Software Administrator" role will see the value "1" in the MaxInstallations field when they open a new CI. If you assign more than 1 CI template to the role you can change the CI template that you want to use. If you change from another template to the "Software CI" template, the value "99,999" does appear in the MaxInstallations field.
ITSM004478 | Problem with comma-separated email addresses in database rules
| Tools > System > Business Logic > Database Rules > Servicecall Create a Database rule - In action tab: Send email message - Enter several email addresses in the 'Send to'-field which are separated by a comma - Enter a name and subject
- Press Ok button
Now reopen the action by pressing the modify button--> commas have been added in the email addresses and certain positions which will corrupt some email addresses.
ITSM004504 | When all forms for an item are deleted, item entry is gone
| Tools > System > Presentation > Forms When all forms for an item are deleted, the form entry disappears from the forms items list. That makes it impossible to create a new form for this item. Example1: Tools > System > Presentation > Forms > Maintenance contract.
Delete all forms for maintenance contracts (after modifying any roles that give access to these forms). Then restart the SD service. The Maintenance Contract item is gone from the forms item list.
Example2:
Tools > System > Presentation > Forms > Full name.
When deleting the Full name forms, this forms will still selectable as a field attribute in for instance a person form (Tools > System > Presentation > Forms > Person ->> open the person form)
After selecting this Full name attribute on your person form and save this form, you got a Null Pointer Exception when you try to make a new or to open a person record in your Person View.
As already explained, making a new Full name Form is not possible
ITSM004623 | Locking problems saving Service Calls using Ctrl+S
| When saving a record a message is shown even if there is just one Service Desk user. Message: This item is updated by another user or a database rule. Do you want to reload it? The behavior as described only occurs when you create a database rule with an update data action WITHOUT (!) condition.
It's not possible to do an update after saving the call via Ctrl-S without closing the record and re-opening it again.
Example 1:
Make a database rule WITH a condition that (for instance a service call) performs an update data action
-> Open or create a service call record
-> Use Ctrl+S to save your changes (at this point the database rule is fired and will update this record again)
-> Save (and close) your record. You will get the message:
This item is updated by another user or a database rule. Do you want to reload it?
-> Choose reload and redo your changes and save (and close) the record, the record will be saved (and closed)
In this case the message is shown once because this is the way Service Desk is handling multiple records updates by different
users (or processes like DB Rules)
(NOTE: The locking message is displayed once)
Example 2:
Make a database rule WITHOUT (!) a condition that (for instance a service call) performs an update data action
-> Open or create a service call record
-> Use Ctrl+S to save your changes (at this point the database rule without condition is fired and will update this record again)
-> Save (and close) your record. You will get the message:
This item is updated by another user or a database rule. Do you want to reload it?
-> Choose reload and redo your changes and save (and close) the record. Now you will get the get the message again, etc, etc,
In this case the message is not correct, because it is not possible to save the service call without closing the record and re-opening it again.
(NOTE: The locking message is displayed like a loop)
NOTE:
The updated field must be one of time/date time!
For instance Planned Finish set to system date
ITSM004674 | The subject is showing up as an addressee in outgoing email.
| Tools > System > Business Logic > DB Rules > Service call Create a DB Rule that sends an email using the following format: Send to field: [Name]@domain.com Where [Name] is a field from service call with a string value.
After saving the DB Rule and reopening it a comma (",") is added at the beginning of the "Send to" field:
(so you will see ",[Name]@domain.com" without the quotation marks)
This happens whenever the "Send to" field contains a concatenation of a Field ([Name] and a string (@hp.com).
When this rule is processed an email is sent but the email server sends an error message:
----------------------------------------------------------------
(from System Administrator)
(subject is Undeliverable: <Mail subject>)
----------------------------------------------------------------
Your message did not reach some or all of the intended recipients.
Subject: <Mail subject>
The following recipient(s) could not be reached:
<SD Field value for [Name]> on 3/28/2002 11:00 AM
The recipient name is not recognized
The MTS-ID of the original message is: c=us;a=400net;p=hp;l= .....
(This is an example; the actual text has been removed from the information field)
----------------------------------------------------------------
The info in the logserver file:
(Text between "("and ")" has replaced actual text in the example messages)
Thu, 28/03/2002 11:02:53 <SMTP> Send mail
Thu, 28/03/2002 11:02:53 <SMTP> Server : (The server and port)
Thu, 28/03/2002 11:02:53 <SMTP> From : MyEmailAddress
Thu, 28/03/2002 11:02:53 <SMTP> From alias : MyEmailAlias
Thu, 28/03/2002 11:02:53 <SMTP> Reply to : MyReplyTo
Thu, 28/03/2002 11:02:53 <SMTP> To : (Value of [Name] field)@domain.com,(Value of [Name] field) <<<<====== !!!!!
Thu, 28/03/2002 11:02:53 <SMTP> CC : null
Thu, 28/03/2002 11:02:53 <SMTP> BCC : null
Thu, 28/03/2002 11:02:53 <SMTP> Subject : MySubject
Thu, 28/03/2002 11:02:53 <SMTP> Body : MyBody
The value contained in the [Name] field appears twice in the "Send to" field. The second occurrence (shown after the comma in the example above) is what causes the error.
ITSM004687 | Add history command of email interface does not process attachments
| Tools > System > System Panel > Email > Email Commands > open the NEW command (e.g.) The "add historylines" command of email interface does not process attachments. If an email is send to service desk with attachment everything works as it should, but if the "add historylines" command and the "allow attachments" are checked, the attachments are not processed.
ITSM004728 | Error occurs in the web approval form when using a non-English language.
| In the web approval form of Service Pages an error occurs when a user tries to enter the reason field while using a non-English language: ADO ERROR: com.ms.wfc.data.AdoException: Multiple-step OLE DB operation generated errors. Check each OLE DB status value, if available. No work was done. Error for query: UPDATE itsm_approver_votes
SET apv_reason= ??!?????>???????????>
,apv_lockseq= apv_lockseq + 1
WHERE ((((apv_oid = ?281479474840138)
AND (apv_lockseq = ?3))))
The web approval form does work when using the English language.
To reproduce:
Start Service Pages and connect using this url: http://<service page server>/sd-sp4/Approval.jsp?vServicecall=<sc id>
Make sure your language is non-english.
Enter some text in the reason field, press submit.
ITSM004733 | Session on server timed out. In combination with display logon screen on startup
| If you just have one Application Server running this 'timeout error' occurred once and only if the user is uses the re-logon during the startup (the "display logon screen on startup' is marked -->> Tools > System > System Panel > General Settings)
If you have multiple Application Servers running this 'timeout error' occurred constantly also only when the user is logged on to the Application Server using the re-logon during the startup
To reproduce:
Use the display logon screen on startup.
Copy (Ctrl+C, Ctrl+V) for instance a DB Rule (Tools > System > Business Logic > Database Rules > Service call)
The 'timeout error' occurs.
Eventually the copy does happen.
In case of running multiple Application Servers two new sessions are made between the client and the Application Server after each error message.
(Tools > System > Security > Audit > Logged on users)
This could be causing license problems.
ITSM004742 | Service levels in SD don't work correctly with Sundays.
| Tools > System > Data > Codes > Service Level Agreement > Service Level Create a service level with the following support hours: From Sunday 09:00 To Sunday 18:00 Now create a Service Level Agreement that uses this service level.
Next create a service call on Sunday during support hours. (10:00 hour) Deadline is set to the next Sunday while it should be set to today. (registration date 1 hour later)
This only occurs for support hours on Sunday.
ITSM004745 | Lack of layout (new lines and white spaces) in print-outs
| If a servicecall is being printed you loose all layout (new lines are ignored) and white spaces in the print-out.
ITSM004815 | Data Exchange: Slow import of CI Code 12 entries.
| Tools > System > Data > Data Exchange > Data Exchange Task Tools > System > Data > Custom Fields > Configuration Items. The import of CI Code custom fields via Data Exchange is slow. Also a 100% CPU usage is shown. However exporting the CI Code custom fields should executes quickly. Other Code Tables items could be imported within an acceptable timeframe.
ITSM004834 | How to sort the CI's in Service Pages by Search code
| In the Service Pages, the CI's and Services of Service call and Incident are not sorted. Solution for Service Pages developers: Add this code at the beginning of: - CreateServicecall - ViewEditServicecall
- CreateIncident
- ViewEditIncident
- ViewEditProblem
- ViewEditChange
<%@ page import="java.text.Collator" %>
<%@ page import="java.util.Iterator" %>
<%@ page import="java.util.Comparator" %>
<%@ page import="java.util.Arrays" %>
Add next code near the variable declaration:
final Collator collator = Collator.getInstance(bean.current_locale());
Comparator comp = new Comparator() {
public int compare(Object o1, Object o2) {
IConfigurationItem ci1 = (IConfigurationItem) o1;
IConfigurationItem ci2 = (IConfigurationItem) o2;
return collator.compare(ci1.getSearchcode(), ci2.getSearchcode());
}
};
Comparator compService = new Comparator() {
public int compare(Object p1, Object p2) {
IService se1 = (IService) p1;
IService se2 = (IService) p2;
return collator.compare(se1.getName(), se2.getName());
}
};
Add this line just below: "services = bean.services_for_which_current_user_has_an_sla();"
Arrays.sort(services, compService);
Add this line just below: "IConfigurationItem confitems[] = bean.all_conf_items_for_this_user();"
Arrays.sort(confitems, comp);
NOTE:
- Only a Service Call has a Service, so in there the code change for the Service is needed.
- When you do change class or source files of Service Pages, it will void support on it.
ITSM004855 | Analyzed Data problem with Date From in Assignment Time
| Tools > System > System Panel > Report Settings The "On Save" option for Analyzed data does not calculate the From and To date/times correctly. When using the "On Save" option for Analyzed Data the "Date From" field for the "Assignment time" is always filled with the Created time of the call. The Date From field should be filled with the time the call was assigned to the workgroup.
For example:
A call logged at 9am is assigned to workgroup A and 2 hours later it is assigned to workgroup B - the On Save analyzed data would have 9am in the Date From field for assignment time for both groups but the Date From for group B should be set to 11am (2 hours after creation).
ITSM004863 | Unfiltered views do not build queries correctly using multi-level access roles.
| Example: We have the two following roles with Specific access rights on Service Calls: Specialist: For all folders: Can View when assigned to user's Group
Can Modify when assigned to user's Group
For the "ITSCE" folder:
Can View all calls
Can Modify when assigned to user's Group
ITSCE Help Desk Administrator:
For all folders:
Can View when assigned to user's Group
Can Modify when assigned to user's Group
For the "ITSCE" folder:
Can View all calls
Can Modify all calls
Can Create new calls (New checkbox is ticked)
We have created an account linked to these 2 roles, and related it to a person that is member of 2 workgroups: ITSCE-DESK and ITSCA-DESK
When building a View with no filter active, or doing an Advanced Find with no criteria, the user can only view Calls that are assigned to his workgroups.
This represents 886 records from our database (this is wrong), whereas a View / Advanced find performed from a system account using the "ITSCE" folder retrieves over 15000 Calls, which is closer to reality.
It seems the query that is sent does not take into account the Folder-specific entitlements, e.g. it does a "select all calls that are assigned to my workgroup", which is identical to using a filter with "I am part of the assigned group", instead of "select all calls in my folder and all call NOT in my folder that are assigned to my workgroups)
ITSM004865 | 'Page tabs' are always displayed in English, despite localization.
| Tools > System > Presentation > Page After localization to another language the 'page tabs' in Item record forms remain in English, even after restarting the Service Desk Client and purging the cache. This happens when importing the localization XML file after a user changes a form. When a SD form is changed the tab page ID changes and doesn't correspond with the ID in the XML file anymore.
Also when changing a form while the default language is English and localization already exists. The tab pages will loose their localized texts.
ITSM004869 | In non-English language the Advanced Find Fields are not in alphabetical order.
| Tools > Advanced Find (F2) > Advanced tab > More Criteria section How to reproduce: When going to Advanced Find (F2) in tab Advanced, the drop down items in Field are not displayed in alphabetical order for a non-English language (i.e. German).
ITSM004871 | The operators in the Advanced Find are not translated properly.
| Tools -> Advanced Find (F2) > Advanced tab > More Criteria section Tools > Options > General tab > Regional Settings How to reproduce: 1) Login in Service Desk with a non-English user language. 2) Go to Advanced Find (F2) for any entity.
3) Select the Advanced tab
4) Select a Field in the More Criteria section
5) Select an operator value.
When one opens the operator list for the selected Field, not all operators are displayed in the user language. Some operators are displayed in the English Language, although the codes are translated.
ITSM004876 | Refresh Analyzed Data stops and returns error in the server log file.
| Tools > System > System Panel > Report Settings > Refresh Analyzed Data When a person has been removed from Service Desk its relations still exist in the history lines of an entity (example: service call). To preserve the history lines no constraint exist between a person record and a history line record (assign from/to).
However, the person record is checked when refreshing the Analyzed Data finds an assigned from/to value. When no person is found the Analyzed Data is stopped and no other data is analyzed.
We expect similar problems when removing work groups.
This might result in:
- Less Analyzed Data records than expected.
- The date field is not updated with the last Refresh Analyzed Data run.
In the server log file the next error can be found:
<Trace> ADO ERROR: com.ms.wfc.data.AdoException: ORA-
02291: integrity constraint (SERVICEDESK.AGD_PERSON_TO_OID_FK) violated -
parent key not found
Error for query: INSERT INTO itsm_analyzed_data
( agd_oid
,agd_subject
,agd_person_to_oid
,agd_report_oid
,agd_dateto
,agd_item
,agd_cha_oid
,agd_lockseq
,agd_itemtype
) VALUES ( ...)
ITSM004878 | Application Server does not accept new client connections
| Sometimes the Service Desk application server does not accept new client connections. When a client tries to connect to the application server the session seems to freeze, and the client is not redirected to another application server. This also happens when doing a test connection from the account screen.
Clients that are already connected respond normal, but after some time they can also freeze.
It is also possible that a connection error message is generated:
Unable to connect to <Service desk host>
This problem can occur if the socket that holds the connection to the service desk clients is handling an invalid connection and therefore remains in a wait state and unable to accept any other connection.
ITSM004880 | New user accounts cannot be created via SSP : ADO error -> ORA-01401
| If a new user for Service Pages tries to create an SP account for himself/herself, the following error is generated : Thu, 20/06/2002 10:30:16 <Trace> java.lang.RuntimeException: ADO ERROR: com.ms.wfc.data.AdoException: ORA-01401: inserted value too large for column.
The problem is when creating a Service Pages account where the Search code of the person exceeds 26 characters. When the search code is larger then 26 characters, the password cannot be placed in the database because it is too large for that column.
ITSM004893 | Error during import of ACES Required fields per status
| Tools > System > Files > ACES > ACES Import Wizard When importing by ACES a bug appears whenever required fields that are related to a specific status are imported. The following message appears when running the import: Error message: Start Importing ACES items : ACES S/ACES S P RF of type: StatusPerson (x of y)
For required attributes per status the following fields are required:
attribute.Warning: For required attributes per status the following fields are required:
attribute.
Item: StatusPerson (OID=3095134621) Attribute: AttributesPerStatus
Failed to set to value: '[{21=281478295912920, 231631=3095134621}]'
ITSM004894 | Data Exchange Task Group display java.lang.NullPointerException error
| Path: Tools > System > hp OpenView Service Desk > Data > Data Exchange > Data Exchange Task Group Error message: java.lang.NullPointerExceptionError Event:
If you use a Data Exchange Task (DET) that has both Export and Import processes, then the Data Exchange Task Group (DETG) works okay. If you run a DETG with two DET's, the first running the export and the second running the import, then the end result when running the DETG is that after you enter the appropriate password a java.lang.NullPointerExceptionError is displayed with no detail information.
This only happens if the list contains relations that are just added while the group is not saved.
ITSM004895 | Added the Current Person field in Templates
| New functionality: Current Person for template values. path: Tools > System > Data > Templates With this new functionality it is possible to define in a template that a person field should be filled with person value of the current logged on user. This could be as an example the "Assignment; To person" field in the Service Call template.
Example:
Go to Tools > System > Data > Templates.
Click on the Problem item and open the default template. Now the template has been opened and all its fields are shown.
Select a person field. This might anything like "Assignment; From person", "Initiator" or any other field which is associated with person items. Open this field. A dialog is shown with three options "Existing value", "Creating new using a template" and
"Current person". The last option is new. Select this option and save the template. Next time when a new problem is created using this default template, the value of this field is filled with the person of the current logged on user.
This only works if the account used, is associated with a person. To do this, go to the "organization" tab in the main window of Service Desk, choose "person" and create a new person or open an existing one. Fill the account field with the account used to log onto Service Desk.
Note that the filling of the "current person" in a person field of an item, the value will be evaluated by the workflow layer. This means that the normal rules apply for filling such a field. For the "Assignment; To person" field, the person has to be part of a workgroup. Otherwise, the value will not be accepted by Service Desk as it is invalid.
ITSM004896 | Copy-and relate should save the underlying item
| Open Service Call > Actions > Copy .. Problem etc If someone chooses to copy e.g. a Service Call and cancels the question about what kind of relation should be created, the new item still contains the relationship definition. In the old situation, a user could copy and create ie a Problem by using the "Copy and relate" action from a newly opened Service call. If the user chose this action and saved the new item a popup is shown for the relation type. The user could close this popup without defining the relationship. Though if the newly created item was opened, the relation exists. In the existing item the relation does not appear. Now, the user closes the Service Call without saving. The problem still contains the relationship, which is incorrect.
In order to solve this issue, the underlying item is saved. So now, if a Service Call is created and from this Service Call a copy-and-relate action is done to create a Problem record, the Service Call is saved, then the new item is opened.
ITSM004898 | Error icf_cod9_oid appears more then once in result trying to save new incident.
| ADO ERROR occurs when trying to save an Incident that contains the following custom fields: Incident Code 1 Incident Code 9 Incident Code 2 After filling in two custom fields (Incident Code 1 and Incident Code 10) and saving and opening the Incident again the not filled in custom field (Incident Code 9) is filled but should be empty.
The problem:
The mapping of columns in ServiceDesk40 was wrong, both fields Incident Code 9 and Incident code 10 in Service Desk were mapped to column icf_cod9_oid of table itsm_inc_custom_fields. So both fields save in the same column (they will overwrite each other if one of them is changed on the UI, if both are changed the error will occur)
This can be easily fixed by remapping code 10 to the correct column in the database. But in SD45 all columns that were not mapped have been removed from the database, included is column icf_cod10_oid.
Since there is nothing to be done about the upgrade script to SD45 (it is on the CD already) it will be useless if it is to be fixed SD40SP4.
So the fix has to be postponed until SD45SP1
ITSM004904 | End-of-line corrupted through Data Exchange export.
| When exporting some data through Data Exchange from Service Desk, Carriage Returns (CR) and Line Feeds (LF) (0DH, 0AH) in texts are converted into 2 blanks (2x20H). Go to Tools > System > Presentation > Localized Text > Message Text and choose one of the strings containing end-of-line.
When exporting it into XML and then import back to Service Desk all (CR) and (LF) are gone and replaced by blank spaces.
ITSM004905 | Localization: kernel codes like statuses and categories are not translated
| Tools > System > Data > Data Exchange > Data Exchange Task When importing an XML language file the kernel codes like statuses and categories are not translated. The import mapping of data exchange is lacking mappings to the kernel tables rep_codes_texts and rep_appl_text_status_locale.
As a workaround you could add the mappings by hand:
- Start SD client
- Go to tools/system/data/data exchange/import mapping
- Choose mapping 'sd_lang'
- Modify item mapping 'CODES'
- Change name 'CODES' to 'SD_CODES'
- Press OK
- Add item mapping
- Enter name 'KERNEL_CODES'
- Choose item 'Kernel Code Text'
- Click the button behind 'Template'
- Choose category 'Template category'
- Click with the right mouse button
in the right pane called 'Name'
- Choose new template
- Enter name 'LOCALIZATION_KERNEL_CODES'
- Set field status to 'New'
- Press 'Save and Close'
- Press OK
- Press OK
- Add item mapping
- Enter name 'APPL_TEXT_STATUS'
- Choose item 'Text Status'
(there are 2 choices, pick the first one)
- Click the button behind 'Template'
- Choose category 'Template category'
- Choose name 'LOCALIZATION'
(When you do not see name 'LOCALIZATION' you have to choose the second item 'Text Status' in the previous step)
- Press OK
- Press OK
- Click item 'KERNEL CODES'
- Go to the right pane 'Field Mapping'
- Double-click field 'Localizable Item'
- Enter external property 'OID'
- Check 'This field is used for key binding'
- Press OK
- Double-click field 'Language'
- Enter external property 'LANGUAGE'
- Check 'This field is used for key binding'
- Press OK
- Double-click field 'Text'
- Enter external property 'TEXT'
- Press OK
- Click item 'APPL_TEXT_STATUS'
- Go to the right pane 'Field Mapping'
- Double-click field 'Localizable Item'
- Enter external property 'OID'
- Check 'This field is used for key binding'
- Press OK
- Double-click field 'Language'
- Enter external property 'LANGUAGE'
- Check 'This field is used for key binding'
- Press OK
- Double-click field 'Text'
- Enter external property 'TEXT'
- Press OK
- Press OK
ITSM004907 | When two users are updating Assignment the Assignment is mixed
| User 1 opens a service call and assigns it to specialist A. In the meantime, user 2 opens the same service call and assigns it to specialist B. User 1 then clicks on 'Save and Close' and the service call is assigned to specialist A. Now user 2 tries to 'Save and Close' and gets this message:
'This item is updated by another user or a database rule.
Do you want to reload it?'
User 2 selects 'yes', and upon reload he sees the service call assigned to specialist A and closes the call without saving it.
When he re-opens the call the assignment should still be on specialist A, but it is assigned to specialist B.
The History Lines do not record this assignment, but still indicate that the SC is assigned to specialist A.
ITSM004908 | Modify/Delete buttons can not be removed from the history tab.
| To reproduce: Create a new role Run this query: SELECT ena_historydelete, rol_description FROM rep_entity_access, rep_roles, ifc_entities
WHERE ena_rol_oid = rol_oid
AND ena_ent_oid = ent_oid
AND ena_ent_oid=563019801;
ena_historydelete = 0 for the newest role you created (563019801 is the OID for History lines Service calls)
Now open the role again and select for entity service call the modify rights. Press the OK button. After running the query again it is still 0.
Now open the role again, go to entity Service call and press the details button. Go to tab History line and check the Remove option. Press the OK button. Press the OK button.
If you run the query now it will say: ena_historydelete = 1 for the role.
So far so good.
Now open the role again, remove the modify option for Service call entity. Press the OK button. If you run the query now it will still show ena_hisrtorydelete = 1.
If you go open the role again select the Service call entity, press the Details button and go to the History line tab you will notice that Remove option is empty but you are also unable to change it (field is disabled). Press the OK button. Press the OK button. NOTE: you have changed nothing!
Now if you run the query it will show ena_historydelete = 0. So you need to visit the History line tab to make sure it has the correct authorization --> that is the bug. If you deselect modify right for an entity it should automatically set Remove rights of a history line to 0. You need to visit the page.
ITSM004912 | Generate CI Wizard - java.lang.NullPointerException
| Generate CI Wizard - java.lang.NullPointerException How to reproduce: 1. Activate Wizard 2. Select Template 3. Click Modify
results in a java.lang.NullPointerException error.
If you click OK you can click again on Modify and the CI form is presented to allow you to modify Template values.
ITSM004915 | Actual Duration in incident is not calculated when Config. Item is not empty.
| When the field Configuration Item in an Incident is not empty, Actual Duration field is not calculated. When the saved Incident where the field Configuration Item is not empty is opened and if the Actual Finish field is set, then the Actual Duration field is not calculated.
Detailed description:
1. Create an Incident and link it to the CI (set the Configuration Item Field).
2. Save this Incident
3. Open this Incident again and set the field Actual Finish
ITSM004928 | Data Exchange imports identical locations and persons multiple times.
| Tools > System > Data > Data Exchange > Data Exchange Task Data Exchange imports identical locations and persons multiple times, despite unique key. How to reproduce: Import a XML file which contains two identical Location records (search code in lowercase or containing lowercase characters), two locations will be inserted although an unique key has been set on search code.
ITSM004939 | Page attributes (text of separators & group boxes) not translated
| Tools > System > Presentation > Localized Text > Page Attribute Text Go to tools/system/presentation/localized text/page attribute text. Choose a different language then English. Translate a page attribute. And save.
Next open a form which should contain the translated page attribute.
You will still see the English text.
ITSM004977 | 64K custom: Invalid operation for read only resultset: updateString
| Tools > System > Data > Custom Fields > Service call Activate the 64K custom field for service call. Add this field to one of the forms. Open or create a new service call and enter more than 4000 characters. When this record is saved the following error message is generated:
Invalid operation for read only resultset: updateString
The following error message can be found in the logserver file:
<Data Access> Invalid operation for read only resultset updateString
This happens only with an Oracle database. SQL Server works correctly.
ITSM005027 | ACES import: Hierarchical codes not imported correctly
| System > File > Aces > Aces Export Wizard Using ACES the hierarchical codes are not exported correctly which causes the codes to be imported incorrectly. After the import the hierarchy between the code structure is missing. How to reproduce: 1) Define a hierarchical code structure for example: System > Data > Codes > Configuration Item > CI Category
animal - mammal - cow
\ reptile \ monkey
2) create (System > Data > Aces > )View on Data > Codes > Configuration Item > CI Category
with filter on Text "animal" > Push show button and check if the code "animal" is found
3) create (System > Data > Aces > )Group and add the in step 2 created view to it.
4) System > File > Aces > Export the in step 3 created group.
5) Delete the animal code (its children are deleted too)
6) System > File > Aces > Import the in step 4 created xml file
7) go to: System > Data > Codes > Configuration Item > CI Category & press F5 (refresh)
8) the code 'animal' does not contain children anymore
ITSM005029 | Schedule database rule fails when using support hours
| Problem description: SD4.5 Schedule database rule is failed when using support hour Description: when using support hours in scheduled database rule, all database schedule tasks are scheduled at Jan 04 0100 A.D. The error message is as follows.
Tuesday, 24/09/2002 14:10:59 <DBRuleManager> Rule "Demo rule: Green Banner when Service Call Priority is Medium"
At Tue Sep 24 14:10:59 CST 2002 an action was scheduled at Sat Jan 04 12:26:38 CST 0100, 24/09/2002 14:10:59
<Trace> DBRuleManagerjava.lang.RuntimeException: Illegal execution time.
at com.hp.ifc.util.taskman.AppTimer.sched(Unknown Source)
at com.hp.ifc.util.taskman.AppTimer.schedule(Unknown Source)
at com.hp.ifc.util.taskman.AppTaskManager.schedule(Unknown Source)
at com.hp.ifc.util.taskman.AppTaskManager.schedule(Unknown Source)
at com.hp.ifc.util.taskman.AppScheduledTasksQueue.put(Unknown Source)
at com.hp.ifc.ev.dbrules.AppDBRuleManager.evaluateRule(Unknown Source)
at com.hp.ifc.ev.dbrules.AppDBRuleManager.handleEvent(Unknown Source)
at com.hp.ifc.ev.dbrules.AppDBRuleManager.handleEvent(Unknown Source)
at com.hp.ifc.ev.AppEventQueueReader.run(Unknown Source)
at java.lang.Thread.run(Unknown Source)
ITSM005054 | ITRC: nullpointer Problem with Service Relations import
| Tools > System > Data > Data Exchange > Data Exchange Task When importing service relations (OVO-integration) a nullpointer appears in the log-file.
ITSM005059 | Serious performance drop w. search person using SD40SP3 compared to SP2
| Problem Description: Serious performance drop when search person using SD45 API. Problem Information: When using the following API code to search person: IPersonWhere personWhere = personHome.createPersonWhere();
personWhere.addCriteriumOnName(perName);
IPerson[] SDPersons=SDPersonHome.findPerson(personWhere);
An Oracle Database trace found the sql statement used in SD45 is different from SD40SP2. The possible root-cause: FULL TABLE SCAN FOR ITSM_PERSONS TABLE
ITSM005066 | The response time to display the list of the Current View combo box can vary.
| The response time to display the list of the Current View combo box can vary from immediate to a few seconds. How to reproduce: Start the Service Desk Client and select for example the Service Call via the shortcut bar which will display the default Service Call Current View.
Then change the Current View by selecting another view from the combo box (drop-down list). This can be done by clicking the down arrow.
ITSM005080 | Performance issue in relating records when a lot of relations already exist.
| When you want to relate extra records and a lot of relations already exist. The system gets very slow. Examples: - Relate persons to a work group in the members tab. - Relate configuration items to a maintenance contract. NOTE:
This issue is slightly different in relating receiving organizations or persons to a Service Level Agreement because in this case a check is done on existing relations for the newly added record.
ITSM005085 | Advanced SQL script is not working in data exchange.
| Tools > System > Data > Data Exchange > Data Exchange Task > Export When using an export task on an SQL Server database the following condition is valid in SQL Server. But when this line is added in the ini file it doesn't work. CONDITION [TEST].[Name] LIKE '[A-Z]%'
ITSM005087 | Missing OK and Cancel buttons in History lines.
| Path : Service Desk > Service call shortcut Event : Editing history lines Client/AppServer/Database : Client Example : 1. Open a Service call with history lines.
2. Open a history line with view only authorization. (This history line does not have buttons OK, Cancel) Close this history line using the "x" in the history line screen. (Upper right corner of the screen)
3. Now press the Add button to add a history line. There are no buttons OK and Cancel.
Work around:
Open a history line where the user has modified authorization and the buttons will appear again.
ITSM005090 | It is not possible to add or modify an Account using the web-api.
| Via the ServiceDesk web-api's it is not possible to modify the Account of an User. The classes and methods for it do not exist.
ITSM005091 | When saving a Service Level Agreement sometimes a "NullPointerException" occurs.
| Navigator bar > SLM > Service Level Agreement File > New Service Level Agreement When a Service Level Agreement is saved a "NullPointerException" is thrown. This occurs randomly.
ITSM005137 | Exporting a date field results in a hang
| Data Export Task appears to hang when exporting date or date/time values. When you have an excel-sheet with dates and you try to export them into an XML file the export hangs. No dates are exported.
ITSM005209 | Update all in advanced find is very slow
| Tools > Advanced Find Add selection criteria and select several records. Then perform an Update All on the selected records. Updating records is very slow. Taking more than 5 seconds for each row, and sometimes even more. This occurs when the record is removed from the view after the update because the record is filtered out after the update.
One of the reasons for this slow performance is because Service Desk updates the view after each update of a record.
The view should only be refreshed when the last record is updated.
ITSM005211 | WFC error appears frequently
| View > Current view > Define views Open an existing Service call and go to the history lines. Right click on the history line tab (or use any other method to make the history lines view a user view) and change the font size for rows/headers. Exit the Service Desk client and restart it.
Now open a service call record and activate history lines.
The following error message is generated:
¤T, 23/10/2002 12:45:22 <Trace> '0.0' is not a valid value for 'size'. 'size' must be greater than 0.com.ms.wfc.core.WFCInvalidArgumentException: '0.0' is not a valid value for 'size'. 'size' must be greater than 0.
at com/ms/wfc/ui/FontEntry.validateArgs (Font.java)
at com/ms/wfc/ui/FontEntry.create (Font.java)
at com/ms/wfc/ui/Font.<init> (Font.java)
at com/hp/ifc/util/AppMsUtilities.toMsFont (AppMsUtilities.java)
at com/hp/ifc/ui/AppTableView.preLoadAutoFormat (AppTableView.java)
at com/hp/ifc/ui/AppGridView.setEntitySet (AppGridView.java)
at com/hp/ifc/ui/AppGridView.onCreateControl (AppGridView.java)
at com/ms/wfc/ui/Control.createControl (Control.java)
at com/ms/wfc/ui/Control.createControl (Control.java)
at com/ms/wfc/ui/Control.createControl (Control.java)
at com/ms/wfc/ui/Control.createControl (Control.java)
at com/ms/wfc/ui/Control.setVisible (Control.java)
at com/ms/wfc/ui/TabControl.updateTabSelection (TabControl.java)
at com/ms/wfc/ui/TabBase.onSelectedIndexChanged (TabBase.java)
etc.
etc.
This error is generated because the local Views.dat file (Located in the user folder directory) contains a null font setting. (E.g. name=null, size=0, etc)
On some (non English) windows versions this causes the above mentioned error message. It also seems to occur more on Windows NT and Windows XP.
But is harder to reproduce on Windows 2000.
For extra information see also ITSM005224
ITSM005224 | WFC/unmarshal/deserialize problems with local views using German localization
| The system (service desk 4.5) was upgraded from service desk 4.0 having German localization installed. After adding a local view on the client, sometimes next error occurred: com.ms.wfc.coreWFCInvalidArgurmentExeption; '0.0' is not a valid value for 'size'. 'size' must be greater than 0.
How to reproduce:
- Set the default language of the client to a language other than English (this language is imported -for instance- via the XML-file of the localization pack).
- Delete the Views.DAT on client.
- Start the client and make a local view by copying a system view (view -> current view -> define views ->> copy system view ->> apply local view.
- Close the client and restart the client.
- The client will start up but the local view is disappeared because of the WFC/unmarshal/deserialize error.
Sometimes a java.lang.NullPointerException occurred.
For extra information see also ITSM005211.
NOTE.
If you install the hotfix only on the client site above problem will be solved, but if you make a new system view via the Administration Console
(tools -> system -> sdovsd -> presentation -> view -> open an item -> new view -> add some field and (this is importante) set a filter on this view. The moment you want to save this new view will cause a NullPointerException.
So install this hotfix also on all Application Server
ITSM005238 | Some views are very slow on large ORACLE tables with unindexed filters
| When defining a view and adding a filter on a field that isn't indexed the response time can become very slow. For example a filter where custom code1 field "not equal to or null" <value>. Can take more than a minute for 500 records. This is only detected on an ORACLE database with a large table. (Incident, Service call with more than 200,000 records)
ITSM005248 | Slow performance due to listing all services linked to the root organization
| Service Desk > Service call Create a new Service call and enter an Organization/Caller that has a lot of services. (More than 50) After entering the Organization/Caller a pop-up is build which shows all services that are related to this Organization/Caller.
Showing this pop-up can take quite some time.
An example is 20 seconds for a list of 300+ services. But this depends on the configuration of service desk.
ITSM005249 | Performance problem in generating CIs with the wizard
| CMDB > Configuration Items Actions > Generate CI Wizard When generating CI's with the following configuration: - Prefix: Template Search code (Or any prefix code with a lot of existing values in the database) - Suffix: Sequence number with length
- Amount: 1 (or more)
When a lot of CI's with the same Prefix already exist generating CI's will get slow.
ITSM005284 | sd_import with reconciliation does not work on Sun Solaris.
| When an import session with reconciliation is used a java.io.InterruptedIOException is sometimes thrown. All items that "should be imported" during this import session are not imported. The log file sometimes shows: null java.io.InterruptedIOException
Note:
This error message appears randomly. The chance of occurring of this error message increases with the size of the XML-file.
ITSM005285 | Servant scalability not connecting to remote NT4 Server app server machines
| The servant doesn't seem to start up. For starting up the servant please refer to the Data_Exchange manual page 147. Looking at the console output shows: nullpointerException (Optionally, some information appears that indicates to the log system)
The underlying problem is that the logfile couldn't be created.
ITSM005288 | Database wizard (command line upgrade) returns NullPointerException.
| Error in log when running: com.hp.ifc.install.AppDBConfWizard -UPGRADEDB 2 Tue, 17/12/2002 16:45:11 <Database Creation> Upgrading localization entities. Tue, 17/12/2002 16:45:16 <Trace> java.lang.NullPointerException at java.io.File.<init>(Unknown Source)
at com.hp.ifc.util.AppLog.setLogFile(AppLog.java:68)
at com.hp.util.AppUpgradeLocalizedEntities.go (AppUpgradeLocalizedEntities.java:53)
at com.hp.util.AppUpgradeLocalizedEntities.go (AppUpgradeLocalizedEntities.java:48)
at com.hp.ifc.install.database.AppUpgradeDatabase.run (AppUpgradeDatabase.java:424)
at java.lang.Thread.run(Unknown Source)
Although the database is upgraded successfully, the localized entities (such as labels, messages, ...) are not synchronized.
ITSM005289 | How to determine the database sizing.
| The Service Desk 4.5 CD did not include tools to calculate the size of a database.

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Defect Report | Description
SP2: |
ITSM003983 | Filter button is grayed out
| Service desk > Shortcut Bar > Service call Only a couple of specialist users are seeing this problem. Choose a standard view (for instance "Open Service Calls by Specialist"). When trying to customize the view (View > Current View > Customize Current View) the View Summary window is opened and the filter button appears to be grayed out.
ITSM004258 | Problem creating or opening a template after upgrading to SD 4.0
| Tools > System > Data > Templates Service Desk 3.0 that has been upgraded to Service Desk 4.0. Since the upgrade, customer cannot create or open templates. When they try to, they get a screen that says "Copy to Template" rather than "New - Template". If they hit OK, they get an Oracle error, which we have also included.
This only occurs for users with a non-English language.
ITSM004386 | Error in maximum concurrent users message
| When the maximum number of concurrent users have logged in and next concurrent user tries to login, Service Desk displays a warning message: "Maximum <number> concurrent users can login at one time.". The maximum number of concurrent users variable is displayed incorrectly as %1 ("Maximum %1 concurrent users can login at one time.").
A parameter should be passed into the text field on the place of %1.
ITSM004685 | When sending email with HTML attachment no confirmation email is send back
| SMTP outbound email functionality. If an email message is send to the email server with an HTML attachment, a call is logged but no confirmation email is send back. This occurs if the option "Send Attachment" (Tools > System > System Panel > Email > Email Commands > New > Modify > check box "Send Attachments") is turned on.
ITSM004796 | Cannot change Account status to Concurrent or make a new account
| Tools > System > Security > Access > Application Account You cannot change the Account type from Named User to Concurrent User or create a new Account when there are only Concurrent User Licenses or when you have more Named Users defined than the Named User License accepts.
Note:
This problem is not the same as described in ITSM004093.
ITSM004093 occurred before log on in Service Desk.
This problem (ITSM004796) occurs in the Administration Console (when you are already in Service Desk).
ITSM004800 | Assigning the result of IHistoryLineServicecall.getValueTo gives error (WebAPI)
| Assigning the result of IHistoryLineServicecall.getValueTo or getValueFrom to a java.lang.Long variable causes a ClassCastException: java.lang.Double !? According to the Java Doc it is a java.lang.Long: test script: import com.hp.itsm.api.*;
import com.hp.itsm.api.interfaces.*;
import com.hp.ifc.util.ApiDateUtils;
import java.util.Date;
import java.util.TimeZone;
import java.util.Locale;
public class HistoryServicecall
{
public static void main(String args[]) {
String server = "localhost";
String username = "system";
String password = "servicedesk";
int id = 1;
ApiSDSession session = null;
try {
session = ApiSDSession.openSession(server, username, password);
} catch (RuntimeException e) {
// Something went wrong while logging on, show error
System.out.println(e.getMessage());
return;
}
IServicecallHome scHome = session.getServicecallHome();
IServicecall serviceCall = scHome.openServicecall(id);
IHistoryLineServicecall[] historyLines = serviceCall.getHistoryLines();
for (int i = 0; i < historyLines.length; i++) {
try {
java.lang.Long test = historyLines[i].getValueTo();
} catch (Exception e) {
System.out.println(e);
}
}
}
}
ITSM004839 | Sometimes identical ID's are generated when saving records
| Sometimes when creating new records like Service calls, Problems, Changes, etc duplicate functional ID's are generated. This occurs only if the checkbox "ID After Creation" in "Tools > System > System Panel > General Settings" is unchecked. For service calls this causes an error message in the log file but other entities do not check on duplicate ID's.
The problem occurs after using Data Exchange to import some data. The last part of the import process is to adjust the SD sequence numbers according to max-id's of the imported data. But adjusting the sequence numbers could result in setting the sequences to a lower number. This is why duplicate functional ID's sometimes occur.
ITSM004858 | When renaming a field in Form Designer, the modify date is not saved in the DB
| Tools > System > Presentation > Forms > Choose e.g Service call > Open a Form When customizing Service Desk and a field in the Form Designer is changed, the modification date is not saved in the database. Now it is not possible to trace the changes being made.
Renaming in "Localized Text" -form works good but is very uncomfortable.
ITSM004918 | Changing view in Advanced Find is only temporary
| Even though you can change the view of the results in Advanced Find, the changes only last for one search! If you click on 'New Search', columns you've added or modified disappear. To reproduce: Start Advanced Find (F2) Select a View
Fill in some criteria and press the 'Find Now' button
Assume that a column is missing.
Right click on any of the column labels and you should see a drop-down menu.
Select 'Customize Current View'.
Pick a field that you don't already have in the view and add it. Eventually, the data will be fetched and the new column will appear in your view.
Now change the criteria and click the 'Find Now' button again.
The column you added is gone.
ITSM004919 | Deadline calculations are wrong.
| Use of SILVER Service Hours (SUN 22:00 - FRI 22:00) and GOLD (24*7) are BOTH giving invalid Deadlines. Silver will allow Saturday to be included (wrong), Gold will step over Friday evening and into Saturday (wrong). Both also round back to the nearest hour (wrong).
It works OK on Monday - Thursday!!!
ITSM004930 | Cannot open child CI from parent form when Decimal symbol is ,
| Before starting Service Desk go to the control panel of your windows environment Windows: Control Panel > Regional Settings. Change values in tab Number: - Decimal symbol: , (Comma) - Digit grouping symbol: . (Point)
Change values in tab Currency:
- Decimal symbol: , (Comma)
- Digit grouping symbol: . (Point)
Now start the Service Desk client and open a Configuration Item. In the Configuration Item form go to the CI Child part. Double click on a child record. The following error message is shown:
"You are not allowed to view this configuration item
or this may have been deleted by another user."
Now start the Control Panel again and reset the Decimal symbols and Digit grouping symbols.
Go back to your Configuration Item view and open the configuration Item again. Child records can be opened without any problem.
This problem does not only occur for Child CI's but also for other sub sets. (Example: Parent CI's)
error example
Trying to open child CI within CI window, error DBC error 8115: [NT106]Arithmetic overflow error converting numeric to data type numeric
ITSM004941 | Different item numbers in localization text
| There can be a difference in item numbers in localization text between Service Desk versions and between languages. Tools > System > Presentation > Localized Text 1) Amount of items displayed under the localized text attribute is different between English and other languages
(For example Code Text; The English text has 64 items more than other languages.)
2) When upgrading Service Desk from an older version (for example SD30SPx to SD40) the amount of items displayed between upgraded version and a new installed version (for example SD40 MR) is different.
(For example Kernel Code Text, an upgraded version has 8 items and a new installed version has 31 items)
ITSM004976 | Client hang when creating parent and child in CI with parent=child
| CMDB > Configuration Item Open CI A, create a parent relation with another CI B, and use that same CI B to create a relation as child. The two relations must be created before saving, because the GUI checks if there is another relation when creating a new relation. The check is performed against database, not against data in the client.
Having an explorer view with CI's in the tree, the client view will hang because the query loops endlessly.
See also ITSM005469.
ITSM004994 | The check on max. installations is not working correctly when relating child CI
| When you relate CI's to other CI's the number of installations is increased, but the number of installations is not decreased when unrelating a CI. How to reproduce: 1) Create a Configuration Item (CI) with Max. Installation = 4. This CI will be used as a child CI.
2) Create another Configuration Item. This becomes the parent CI.
3) In the parent CI relate the child CI 4 times.
So the parent CI now has 4 related child CI's.
4) When you try to relate the 5th child CI the error "The maximum number of Installations has been reached." is returned. This is correct.
5) Unrelate one of the 4 related child CI's.
6) When relating the same child CI again (there should be one installation available) the error: "The maximum number of Installations has been reached." is returned again. This is incorrect.
ITSM005032 | Outage planning is not imported in migration from ITSM
| Tools > System > Data > Data Exchange > Data Exchange Task > Import IT Service Manager migration to SD: ITSM Outage planning can not be migrated to Service Desk 4.5. When migrating ITSM work orders with outage planning to Service Desk 4.5, an error occurs. This error is only shown in the log-file when importing work order data :
----
Processing CL_WO_OUTAGE_PLANNING (id = 192)
For occasionaloutage the following fields are required:
outage end. while processing attribute FROM_DATE
----
ITSM005055 | Inbound email message: Multiple Persons found for your E-mail address:
| Tools > System > System Panel > E-mail When you have 2 person records with different email addresses. The only difference in those email addresses is the separation character between the first and last name. e.g. firstname_lastname@xyz.abc and firstname.lastname@xyz.abc
When using inbound email to register a new call, this fails with the message:
"Multiple Persons found for your E-mail address."
It seems that Service Desk uses the default search engine to define if a person record exists with this email address. In the default search engine an underscore is defined to be a wildcard so you will get a result of 2 person records.
ITSM005056 | Choose the template (via keyboard) doesn't apply to form.
| Choose the template (via keyboard) does not update to form with template values. Open a new entity (e.g. incident), click twice (the first click opens the template list, the second click closes the list) on template, type template name to select a template then press 'Tab' or 'Enter' key to change focus to another field, the selected template is not applied.
How to reproduce:
1. When you first open up the incident window, the default template will be set to 'Main Incident Template'
2. Select the drop down button next to the template field and select external event. At this point the template with 'external event' will be highlighted. (Make sure that it's just highlighted, without the dropdown list)
3. Now, press on 'S' key on the keyboard (with the template field highlighted) and press 'Enter'
4. The template description will now say 'Service Pages incident'. However, the content of the window does not change.
Using similar fields (like impact/priority) in Service Desk works fine.
ITSM005057 | WO related to SC template is not created when using Service Pages
| When the SC template that is used for logging Service Pages calls has a related WO template the Work order is not related when creating a Service Pages call. When the same template is used in the GUI the WO is created. This problem occurs for both Service Pages End Users and Service Pages Specialists.
Another way to reproduce it:
Tools > System > Data > Templates > Entity Type
When creating an entity (e.g. a Service Call) via the Web-API, which makes use of related Templates, a java.lang.NullPointerException error is returned.
How to reproduce:
1 Locate the template for service calls that is used via Service Pages.
2 Open the template and relate an existing change to it (problems/changes line in the template).
This is done by relating a change template and then decides to link it to an existing change number.
3 Save the template
4 Log a Service Call via Service Pages
Following error was returned during the test:
java.lang.NullPointerException
at org.apache.jsp.CreateECCall$jsp._jspService(CreateECCall$jsp.java:159)
at org.apache.jasper.runtime.HttpJspBase.service(HttpJspBase.java:107)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:853)
at org.apache.jasper.servlet.JspServlet$JspServletWrapper.service(JspServlet.java:202)
at org.apache.jasper.servlet.JspServlet.serviceJspFile(JspServlet.java:382)
at org.apache.jasper.servlet.JspServlet.service(JspServlet.java:474)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:853)
at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:247)
at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:193)
at org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValve.java:243)
at org.apache.catalina.core.StandardPipeline.invokeNext(StandardPipeline.java:566)
at org.apache.catalina.core.StandardPipeline.invoke(StandardPipeline.java:472)
at org.apache.catalina.core.ContainerBase.invoke(ContainerBase.java:943)
at org.apache.catalina.core.StandardContextValve.invoke(StandardContextValve.java:190)
at org.apache.catalina.core.StandardPipeline.invokeNext(StandardPipeline.java:566)
at org.apache.catalina.core.StandardPipeline.invoke(StandardPipeline.java:472)
at org.apache.catalina.core.ContainerBase.invoke(ContainerBase.java:943)
at org.apache.catalina.core.StandardContext.invoke(StandardContext.java:2343)
at org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java:180)
at org.apache.catalina.core.StandardPipeline.invokeNext(StandardPipeline.java:566)
at org.apache.catalina.valves.ErrorDispatcherValve.invoke(ErrorDispatcherValve.java:170)
at org.apache.catalina.core.StandardPipeline.invokeNext(StandardPipeline.java:564)
at org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java:170)
at org.apache.catalina.core.StandardPipeline.invokeNext(StandardPipeline.java:564)
at org.apache.catalina.valves.AccessLogValve.invoke(AccessLogValve.java:468)
at org.apache.catalina.core.StandardPipeline.invokeNext(StandardPipeline.java:564)
at org.apache.catalina.core.StandardPipeline.invoke(StandardPipeline.java:472)
at org.apache.catalina.core.ContainerBase.invoke(ContainerBase.java:943)
at org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve.java:174)
at org.apache.catalina.core.StandardPipeline.invokeNext(StandardPipeline.java:566)
at org.apache.catalina.core.StandardPipeline.invoke(StandardPipeline.java:472)
a
ITSM005093 | After migration only one relation is created for non-unique CI components
| If in IT Service Manager a non-unique Configuration Item is more than once a child of another Configuration Item, only one child relation is registered in Service Desk after the migration.
ITSM005131 | Calculation of start dates producing unexpected results when using support hours
| In service desk there are various places where start dates are calculated, for instance when calculating the actual start date when a finish date and an actual duration have been given, or when scheduled rules are calculated using the before operator.
An example:
Scheduled rules using before operator and support hours with calculation producing unexpected results
Tools > System > Business Logic > Database Rules (Scheduled rules)
Two scheduled rules for service calls relating to the deadline field and a code field:
1) When a call is created or modified and a deadline exists update e.g. the description field (scheduled to occur 1 minute after deadline, using support hours). Evaluate this rule once only.
2) When a call is created or modified and a deadline exists update e.g. the description field (scheduled to occur 4 hours before deadline, using support hours). Evaluate this rule once only.
Support hours are Mon-Fri 9am - 5pm.
Rule 1 evaluates on a call with the deadline of 11/09/02 17:00h. The update data task is scheduled to run on 12/09/02 9.01h, as 17.00h is not within support hours.
Rule 2 evaluates on the same call. The update data task is scheduled to run on 12/09/02 05.00h, as the deadline (within support hours) is 12/09/02 9.00h. Subtracting 4 hours give 12/09/02 05.00h. This is outside of supported hours.
Rule 1 is ok, rule 2 has a problem. Subtracting is the problem here, because it does not use support hours.
ITSM005142 | Opening attachments gives an error with the name of the tmp directory.
| Opening attachments for a second time produces an error pop-up. When you perform the following actions you get an error message when opening an attachment: 1. Open a service call with attachment 2. Open the attached file 4. Close the service call from step 1. (Without closing the opened attachment)
5. Open the same call used in step 1
6. Open the attached file > a pop-up box with an error message is shown. The error message
points to the file on a local drive where a copy of the attachment is stored.
The above error message won't occur for all type of files, but it occurs with e.g. a Word document.
ITSM005143 | After upgrading to Service Desk 4.5 the Reporting Views are invalid.
| Tools > System > System Panel > Report Settings > (Re) generate database views for reporting After upgrading to Service Desk 4.5 the Reporting Views are invalid. Regenerating the Reporting Views result in Views with different names compared to previous versions of Service Desk.
ITSM005144 | Update email command not processed when sent from certain email applications.
| The update email command relies on the colon ':' and equals '=' characters to identify which fields to update. For example, if an email is sent to Service Desk with the following in the Subject field: "Update 1" and the following in the body of the email:
Description : "This is the new description"
Solution : "This is the new solution"
then the Description and Solution fields of Service Call 1 should be updated with the new values.
However, some email servers automatically add lines to an email message that include a colon or equal sign.
Service Desk tries to interpret the text preceding these characters as fields to be updated.
When Service Desk does not recognize that text as a valid field name, the email is rejected and the changes do not take place.
ITSM005154 | Due to content rep_session is not empty while starting the App server it fails.
| Because the content of table rep_session is not empty while starting the Application server it fails. The sessions should be cleaned up while the Application server is stopped. Message in logserver.txt: Mo, 19/08/2002 13:50:56 <Trace> JDBC error 547: [KLRZ-TDB]DELETE statement conflicted with COLUMN REFERENCE constraint 'SES_SVI_OID_FK'. The conflict occurred in database 'ServiceDeskDB', table 'REP_SESSIONS', column 'SES_SVI_OID'., SQL state: 23000 for query: delete from rep_servers where svi_hostname = 'klrz-cim7' and svi_ipport = 30999
It's almost certain this error only occurs when the SQL Server Service Desk database is upgraded from a previous version
Service Desk 2.0 to Service Desk 3.0 to Service Desk 4.0 to this release (Service Desk 4.5)
The problem does not occur on an Oracle database and on an initial installed Service Desk 4.5 major release database (Oracle or SQL Server)
To solve this issue next statement has to be performed on the SQL Server 2000 Service Desk 45 SPx database:
ALTER TABLE REP_SESSIONS DROP CONSTRAINT SES_SVI_OID_FK
ALTER TABLE REP_SESSIONS ADD CONSTRAINT SES_SVI_OID_FK FOREIGN KEY (SES_SVI_OID) REFERENCES REP_SERVERS(SVI_OID) ON DELETE CASCADE
ITSM005193 | Problem with included roles and rights
| There exists a role WHELP. WHELP has the following settings for Service call: View, New and Modify. There is also a field that is hidden (e.g. Medium). When an existing Service Call is opened everything looks the way it's supposed to. The Medium field is not visible.
Then the role CHANGE is included to WHELP. Role CHANGE has no rights at all when it comes to Service Call, none of the items are marked. If you press advanced it is seen that the knowledge base field is set to Write. But that shouldn't matter since CHANGE has no rights assigned.
When you then open an existing Service Call all of a sudden the Medium field is both visible and writable.
This also happens if for WHELP the permission for the Medium field is set to View instead of hide.
The included role CHANGE overrides the settings for WHELP without having any rights for Service Call at all.
ITSM005198 | RTF format as attachment cannot be opened.
| When an email is sent to create a new service call, and this email has an RTF document attached, the document is unreadable (scrambled). The attachment is normally readable on the used machine, and when the same RTF document is attached to a service call NOT by email, it's also readable.
Doc, html and PDF files are correct, but RTF format by email is NOT correct.
ITSM005214 | Sometimes the last day of Support Hours are not included in calculations.
| Tools > System > Data > Codes > Service Level Agreement > Service Level > Tab page Support hours When you enter support hours for several days in 1 record (e.g. Monday 00:00 to Saturday 00:00 > 24 * 5) the last day is not included in the calculations (e.g. only Monday to Thursday is calculated).
ITSM005220 | Improve instructions in OVO/SD Integrations manual and Installation Guide
| The instructions concerning integration between SD and OVO in the OVO/SD Integrations manual and in the installation guide need improvements. In parts the documentation is incorrect; consequently, installing the integration by following these instructions is difficult.
ITSM005222 | Attachment maintenance fails due to change management license not available
| Tools > System > System Panel > Attachment Settings > tab Maintenance When using the check button in the maintenance part of attachment settings a message pops-up: You are not allowed to view this change at com/hp/ifc/rep/AppMsg.create at com/hp/ifc/wf/AppEntityHome.checkViewAllowed
at com/hp/ifc/wf/AppEntityHome.find
at com/hp/ifc/wf/AppEntityHome.find
at com/hp/ifc/wf/AppEntityHome.find
at com/hp/ifc/ui/cpl/AppAttachmentPropertySheet$MaintenancePage.checkAttachments (AppAttachmentPropertySheet.java)
at com/hp/ifc/ui/cpl/AppAttachmentPropertySheet$MaintenancePage.checkAttachments (AppAttachmentPropertySheet.java)
at com/ms/wfc/core/EventHandler.invoke (EventHandler.java)
at com/ms/wfc/core/Component.fireEvent (Component.java)
at com/ms/wfc/ui/Control.onClick (Control.java)
at com/hp/ifc/ui/AppButton.onClick (AppButton.java)
at com/ms/wfc/ui/Control.wmMouseUp (Control.java)
at com/ms/wfc/ui/Control.wndProc (Control.java)
at com/ms/wfc/ui/Control$ControlWindow.wndProc (Control.java)
at com/ms/wfc/app/Window.callback (Window.java)
at com/ms/wfc/win32/Windows.DispatchMessage (Windows.java)
at com/ms/wfc/app/Application$ThreadContext.runMessageLoop (Application.java)
at com/ms/wfc/app/Application.run (Application.java)
at com/hp/ifc/ui/AppConsole.main (AppConsole.java)
After adding a temporary Change license it is possible to perform the check function for attachments. Somehow, there are changes registered with
attachments but no license exists for changes, which causes this error message.
ITSM005230 | Performance issue in deleting templates
| Tools > System > Data > Templates When you delete a template it takes a lot of time to complete. According to the query log Service Desk even checks tables it shouldn't check (e.g. while deleting a Service Call template a check is being performed if it was used for the creation of a Configuration Item).
ITSM005231 | Concurrent Users cannot login to Service Desk without Named User License
| When only using Concurrent User Licenses, a Concurrent User is not able to log on in Service Desk without having a Named User License. After Concurrent User Licenses have been entered into the database, no one can log on to the database because Service Desk tells you that there are no licenses available; "The maximum number of accounts (0) has been reached for."
ITSM005259 | Support character set 'euc-kr' and 'ks_c_5601-1987' for inbound email.
| Service Desk supports the Korean character set "KCS5601" for inbound email. Also character set 'euc-kr' and 'ks_c_5601-1987' needs to be supported.
ITSM005275 | Alert e-mail's time stamp shows GMT +00:00 time.
| Tools > System > System Panel > E-mail Some email clients may display the time stamp of an email incorrectly. For example, if the email client is in a GMT + 1 hour time zone, and the time stamp should be seen in the following format: Date: Thu, 12 Dec 02 13:57:38 GMT+01:00
then the following is displayed when sent from SD:
Date: Thu, 12 Dec 02 12:57:38 GMT+00:00
Service Desk always sends an email with time zone GMT+00:00. But it should send emails in the time zone of the application server. (Primary time zone of service desk).
ITSM005283 | NullPointer Exception when creating entity via Web-API using related Templates.
| Tools > System > Data > Templates > Entity Type When creating an entity (e.g. a Service Call) via the Web-API, which makes use of related Templates, a java.lang.NullPointerException error is returned. How to reproduce: 1 Locate the template for service calls that is used via Service Pages.
2 Open the template and relate an existing change to it (problems/changes line in the template).
This is done by relating a change template and then decides to link it to an existing change number.
3 Save the template
4 Log a Service Call via Service Pages
Following error was returned during the test:
java.lang.NullPointerException
at org.apache.jsp.CreateECCall$jsp._jspService(CreateECCall$jsp.java:159)
at org.apache.jasper.runtime.HttpJspBase.service(HttpJspBase.java:107)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:853)
at org.apache.jasper.servlet.JspServlet$JspServletWrapper.service(JspServlet.java:202)
at org.apache.jasper.servlet.JspServlet.serviceJspFile(JspServlet.java:382)
at org.apache.jasper.servlet.JspServlet.service(JspServlet.java:474)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:853)
at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:247)
at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:193)
at org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValve.java:243)
at org.apache.catalina.core.StandardPipeline.invokeNext(StandardPipeline.java:566)
at org.apache.catalina.core.StandardPipeline.invoke(StandardPipeline.java:472)
at org.apache.catalina.core.ContainerBase.invoke(ContainerBase.java:943)
at org.apache.catalina.core.StandardContextValve.invoke(StandardContextValve.java:190)
at org.apache.catalina.core.StandardPipeline.invokeNext(StandardPipeline.java:566)
at org.apache.catalina.core.StandardPipeline.invoke(StandardPipeline.java:472)
at org.apache.catalina.core.ContainerBase.invoke(ContainerBase.java:943)
at org.apache.catalina.core.StandardContext.invoke(StandardContext.java:2343)
at org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java:180)
at org.apache.catalina.core.StandardPipeline.invokeNext(StandardPipeline.java:566)
at org.apache.catalina.valves.ErrorDispatcherValve.invoke(ErrorDispatcherValve.java:170)
at org.apache.catalina.core.StandardPipeline.invokeNext(StandardPipeline.java:564)
at org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java:170)
at org.apache.catalina.core.StandardPipeline.invokeNext(StandardPipeline.java:564)
at org.apache.catalina.valves.AccessLogValve.invoke(AccessLogValve.java:468)
at org.apache.catalina.core.StandardPipeline.invokeNext(StandardPipeline.java:564)
at org.apache.catalina.core.StandardPipeline.invoke(StandardPipeline.java:472)
at org.apache.catalina.core.ContainerBase.invoke(ContainerBase.java:943)
at org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve.java:174)
at org.apache.catalina.core.StandardPipeline.invokeNext(StandardPipeline.java:566)
at org.apache.catalina.core.StandardPipeline.invoke(StandardPipeline.java:472)
at org.apache.catalina.core.ContainerBase.invoke(ContainerBase.java:943)
at org.apache.catalina.connector.http.HttpProcessor.process(HttpProcessor.java:1012)
at org.apache.catalina.connector.http.HttpProcessor.run(HttpProcessor.java:1107)
at java.lang.Thread.run(Unknown Source)
ITSM005303 | In Service Pages the codes are not ordered like in the client.
| Service Pages > Service Call > Service calls (full list) > select ID number When you select the code field in Service Pages, the resulting list box is not ordered as it would be in the Client GUI. How to reproduce: 1) modify the ordering of the Service call Status codes (via Administrator Console > Data > Codes > Service call > Service call Status) by selecting the status with the lowest ordering number. Press the "Move Down" arrow in the Menu till the status is at the bottom of the list.
The ordering number will increase till the highest value.
2) Create a new Service Call in the Client GUI and select the list box of the Status field. Here you will see the new ordering of the statuses.
3) Now open an existing Service Call in Service Pages via Service call > Service calls (full list) > select ID number. The statuses are not ordered like you did in the Administrator Console.
The codes Impact and Priority are not ordered either.
ITSM005324 | Selection invalid error when doing a multiple update on Service calls
| Tools > Update All In some environments when performing an Update all an error pop-up is shown: "This selection is invalid: <Long list of field names> <Field name> occurs more than once" The error message is not logged in the logserver.txt file nor in the logclient.txt file.
Example:
This selection is invalid:
"78541,556335110,556335112,556335108,66564920 etc ...
"Caller" occurs more than once.
java.lang.Throwable
at com/hp/ifc/rep/AppMsg.<init>
at com/hp/ifc/rep/AppMsg.create
etc ...
ITSM005348 | SLA automatic selection doesn't work with Service Pages
| A person is defined as receiving person of 2 or more SLAs. When this person creates a new ticket using Service Pages and fills the service field, SD isn't able to pick the selected SLA and leaves the field empty. If the SLA field is a required field, the ticket can't be created, because after clicking on "submit" the warning "For Service calls the following fields are required : sla" pops up.
This works correctly when using client GUI. This has been reproduced on Service Desk 4.0 SP3 and Service Desk 4.5 using SQL Server and Oracle databases.
To reproduce:
Create organization ORG-A and person PERSON-A as member of it. Then create 2 services SERV-1 and SERV-2 and respective SLAs , SLA-1 and SLA-2. Then make PERSON-A the receiving person of SLA-1 and SLA-2. Make SLA field a required field for service call. Then using Service Pages, log as PERSON-A and create a new service call filling the service field with either SERV-1 or SERV-2. You will receive the "For service call,..." warning message and won't be able to create the service call.
It does work when we use organization ORG-A as a receiving organization for SLA-1 and SLA-2. Some combinations of receiving person, receiving organization doesn't work when we select service associated with receiving person (see attached excel sheet for extended testing with 3 services and SLAs).
ITSM005351 | Running sd_version.bat on the client always returns Major release version number
| When running the sd_version.bat file located in the <Service Desk Client Install Dir>\bin it will always display the version number of the Major release. This is caused by the servicepack.jar not being added to the class path and so the service pack information will not be available to sd_version.bat.
ITSM005357 | If the dequeue.exe binary returns a 2 the policy will raise a "false alarm"
| An integration between hp OpenView Service Desk 4.5 and hp OpenView Operations (Windows) has been configured. If the dequeue.exe binary returns the value '2', the OVO for Windows policy interprets this value as if there is something wrong and raises a "false alarm".
ITSM005394 | After installing SDSK_00025; NullPointer error populating WO CI / Outage fields
| Service Desk > Work order Open a work order form and add/relate a Configuration Item. Open a Configuration Item in the work order form. In this screen try to edit one of the planned CI values. This will cause a pop-up error message: NullPointerException:
java.lang.NullPointerException
at com/hp/ifc/wf/AppEntity.getValue
at com/hp/ifc/wf/AppEntity.getValue
at com/hp/ifc/wf/AppEntity.getValue
at com/hp/ifc/ui/cpl/ald/AppAttributeValuesField$ValuesGrid.openItems (AppAttributeValuesField.java)
at com/hp/ifc/ui/AppGridView.dblClick (AppGridView.java)
at com/ms/wfc/core/EventHandler.invoke (EventHandler.java)
at com/hp/ifc/ui/grid/GridEX/GridEXEventMulticaster.DblClick (GridEXEventMulticaster.java)
at com/ms/wfc/win32/Windows.DispatchMessage (Windows.java)
at com/ms/wfc/app/Application$ThreadContext.runMessageLoop (Application.java)
at com/ms/wfc/app/Application.run (Application.java)
at com/hp/ifc/ui/AppConsole.main (AppConsole.java)
ITSM005410 | Sd_event.exe does not process date fields. Date fields are lost in Service Desk
| Tools > System > Data > Data Exchange > Import Mapping When using an external date field with sd_event.exe the date field is lost when creating the record in Service Desk. Example: sd_event -f sd_event.ini -v event_id=1 description="Description 1" actualstart="13/02/2003 14:30"
Where:
event_id ==> Source ID
description ==> Description
actualstart ==> Actual Start
In Service desk a record is created but Actual start date is never filled with the external value.
None of the external date fields( Actual start, Birth date, Planned finish etc..) are processed when using sd_event.exe.

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Defect Report | Description
SP3: |
ITSM004316 | Error while using SDdataform; the SD client hangs.
| Randomly client hangs, and different errors might occur if SDDataform is used. When the command line interface, ie SDDataform, is used in combination with the SD client may hang randomly. It happens specially when one switches back and forth between the screens/forms opened from the client and opened by using SDDataform.
Besides the hangs, the following errors may occur as well:
-An error occurs while using SDDataform with Caller.PrimaryTelephoneNumber as parameter. If you choose the ListAlways option, and close the window with the calls already logged by that user, and then click on a Service Call, an error occurs:
"com.ms.wfc.core WFCException. Controls Created on different threads cannot be parented"
- An error occurs when closing the SD Client and after using the SDDataform: The error is as follows:
"The memory could not be read"
ITSM004494 | Request Time Zone for Moscow and Nizhnevar time
| Tools > System > System Panel > Regional Settings > Tab page Time Zones Service Desk uses default the TimeZone class from the Microsoft virtual machine (jview, which is an old Java version). Therefore, the available timezones depend entirely on what is in the TimeZone class.
However, the Moscow time and the Russia Standard Time (Nizhnevartovsk) time zones are not in the list.
Timezone 'Moscow time' is GMT + 3 with daylight savings.
Timezone 'Russia Standard Time (Nizhnevartovsk)' is GMT + 5 with daylight savings.
ITSM004691 | Request Time Zone for Mountain Time (Saskatchewan)
| Tools > System > System Panel > Regional Settings > Tab page Time Zones Service Desk uses default the TimeZone class from the Microsoft virtual machine (jview, which is an old Java version). Therefore, the available timezones depend entirely on what is in the TimeZone class.
However, the Mountain Time (Saskatchewan) time zone is not in the list.
Timezone Mountain Time (Saskatchewan) is GMT - 7 with daylight savings.
ITSM004862 | 'Unable to serialize object' error from Java API
| The following exception is raised while running the WEB-API java program for service desk, for attaching files to existing service desk calls. com.hp.ifc.util.AppStreamException: Unable to serialize object << no stack trace available>> Exception in Thread "main".
The exception is raised when call to
IAttachment.addAttachItem(IAttachedItem p0) function is made. All the function calls before this function are successful.
ITSM004864 | Integrations 'sd_eventins.pl' doesn't work with OVO in 2-byte environment.
| Service Desk's Operations Integration for UNIX does not work with 2-byte character OpenView Operations (OVO). There is a Japanese version of OpenView Operations, which generates messages in the Japanese language. Operations triggers sd_event to create an Incident in Service Desk with Japanese characters, however these 2-byte characters are not correctly accepted by Service Desk.
The seems to be located in the file '/opt/OV/sd/config/sd_eventins.pl', which cannot handle 2-byte Japanese characters.
The "substr" cannot count Japanese characters correctly.
ITSM004875 | JDBC error 1722: ORA-01722: invalid number when saving item
| JDBC error 1722: ORA-01722: invalid number when saving item The problem is that if your application server is running on a system that has a locale other than US_en then you can get an error when logging any object containing a number with decimals used for databasestorage. Some example fields are the duration fields and spent time field(s) (these are stored as numbers for example a duration of 12 hours is stored as 0.5 (days)). The error you get is JDBC error 1722: ORA-01722: invalid number. This appears to apply only to the JDBC driver for oracle.
example from log file when using French(French) locale:
mer., 24/07/2002 15:23:30 <Data Access> JDBC error 1722: ORA-01722: invalid number
, SQL state: 42000 for query: INSERT INTO itsm_servicecalls
( ser_sel_oid
,ser_sta_oid
,ser_maximumduration
,ser_apt_status
,ser_attachment_exists
,ser_srv_oid
,ser_pri_oid
,slc_ser_per_oid
,ser_cla_oid
,ser_cat_oid
,ser_tem_oid
,ser_frequentlyaskedquestion
,ser_oid
,reg_created_by_oid
,reg_created
,ser_deadline
,ser_poo_oid
,ser_description
,ser_id
,ser_ass_wog_from_oid
,ser_assignstatus
,ser_ass_per_from_oid
,ser_ass_per_to_oid
,ser_ass_wog_oid
,ser_cit_oid
,ser_waitforwo
,ser_lockseq
) VALUES ( ?
,?
,?
,?
,0
,NULL
,?
,?
,?
,?
,?
,0
,?
,?
,TO_DATE(?,'YYYY/MM/DD HH24:MI:SS')
,TO_DATE(?,'YYYY/MM/DD HH24:MI:SS')
,?
,?
,?
,?
,?
,?
,?
,?
,?
,0
,?)
Values:
281478684934155
281478223758247
3.333333 <---- In this case this one causes the error in this example and is related in fact the ser_maximumduration
281478256721931
3094610074
281478223500310
281482208346426
281478223757319
281478224740353
281484031820224
1
2002/7/24 13:23:16
2002/7/30 13:23:16
281478223298567
< Functional area (or abbreviation of): Event >
46832
281478223501213
3095986178
281478223500310
281478223500375
281478223501041
281480403747012
1
ITSM004923 | Any role automatically provides MODIFY access to LOCALIZED TEXT
| Tools > System > Security > Access > Role Every role has access to change the values in the localized text for the entire service desk application. - Created a test role, e.g. called "TEST", and give this role only "View" access to the Localized Text item.
- Associated this role to an account and log in as that user.
- This user now can access and modify all Localized Text entries. (Tools > System > Presentation > Localized Text)
After making these changes in the localized text as this user, that changed text is visible for all other users of Service Desk.
ITSM004927 | Updating via e-mail causes problems in SD 4.5
| Tools > System > System panel > E-mail When you update for example the solution field of service desk 4.5 call by sending the following in the body: Solution : This can be solved by following these steps 1 Go to your temp directory 2 Empty your temp directory
3 Reboot your system
Then only the first line is put in the solution field the rest is ignored. This because it stops at the first carriage return.
Example Scenario
The following is a hypothetical scenario of how e-mail messaging can be
used with Service Desk:
1. A caller experiences a problem in the IT infrastructure and sends an
e-mail message to Service Desk requesting service.
2. The e-mail message is received by Service Desk and a service call
template is applied. The service call is completed based on
information from the e-mail message and default values in the
service call template.
3. The service call is automatically dispatched to the specialist who was
entered by default from the service call template.
4. The specialist fixes the problem, and sends an e-mail message to
Service Desk to update the service call with the solution and changes
the status field to Solved.
5. A database rule is triggered and the caller is notified of the solution
and that the service call is solved.
6. The caller applies the solution, then sends an e-mail message to
Service Desk to change the Service Call status to Closed.
ITSM004937 | Importing parent/Child relation is failing.
| Tools > System > Data > Data Exchange > Data Exchange Task > Import SD 4.5. Build 588 Error message displayed and in the import log follows. warning: While processing MS (id = 1): com.hp.ifc.ext.ExternalException: A configuration item with this search code already exists. For a unique configuration item you must enter a unique search code.
at com/hp/ifc/ext/AppExternalAccess.getMessage
at com/hp/ifc/ext/AppExternalEntity.save
at com/hp/ifc/ext/AppSingleLoad.processEntity
at com/hp/ifc/ext/imp/AppEntityHandler.endElement
at com/jclark/xml/sax/Driver.endElement
at com/jclark/xml/parse/EntityParser.parseContent
at com/jclark/xml/parse/EntityParser.parseDocumentEntity
at com/jclark/xml/parse/DocumentParser.parse
at com/jclark/xml/parse/base/ParserImpl.parseDocument
at com/jclark/xml/sax/Driver.parse
at com/hp/ifc/ext/imp/AppImpTaskParser.parseFile
at com/hp/ifc/ext/imp/AppImpTaskParser.objectToSD
at com/hp/ifc/ext/imp/AppImpTaskParser.parseChunk
at com/hp/ifc/ext/imp/AppImpTaskParser.parseSerial
at com/hp/ifc/ext/imp/AppImpTaskParser.parse
at com/hp/ifc/ext/imp/ImportXmlCim.startImportTask
at com/hp/ifc/ext/imp/ImportXmlCim.startImportTask
at com/hp/ifc/ext/imp/ImportXmlCim.main
ITSM005025 | Service Today view not correct when using the Folder Entitlement option.
| Tools > System > Security > Access > Roles Define a Role that defines access to one Folder. (Example: Only access to folder Default for Service call) Relate this Role to a newly created User. Enable the Folder Entitlement via Tools > System > System panel > General Settings
Start the Service Desk Client as the defined User.
When you select a Service Call view, you only see the records that are registered for the Folder the User has access to.
But when you select the Service Call Item Type in the Service Today View all Service Call records are returned. So the Folder Entitlement is not applied in the Service Today View. When you open a Service Call which contains a different Folder, the message is returned that you are not authorized for this Service Call.
ITSM005089 | Request Time Zone for Kazakhstan Standard Time.
| Tools > System > System Panel > Regional Settings > Tab page Time Zones Service Desk uses default the TimeZone class from the Microsoft virtual machine (jview, which is an old Java version). Therefore, the available timezones depend entirely on what is in the TimeZone class.
However, the Kazakhstan Standard Time (time zone 4, 5 and 6) time zones are not in the list.
Timezone Kazakhstan Standard Time is GMT +4,+5,+6 with daylight savings.
ITSM005133 | Request Time Zone for Central Standard Time (Saskatchewan).
| Tools > System > System Panel > Regional Settings > Tab page Time Zones Service Desk uses default the TimeZone class from the Microsoft virtual machine (jview, which is an old Java version). Therefore, the available timezones depend entirely on what is in the TimeZone class.
However, the Central Standard Time (Saskatchewan) time zone is not in the list.
The Central Standard Time (Saskatchewan) time zone is GMT - 6 with no daylight savings.
ITSM005292 | Migration of variable fields for CI's is not taking Category into account.
| Problem: Migrating custom fields from itsm to Service Desk for Configuration Items does export all custom fields with custom field #x instead of only the custom fields for a specific category. For example: You have main category PC,NT and LT for harddisk info (cust.field #1)
You have main category NETWERK, SOFT,TELEFOON and XTERM having a custom field. #1 other than harddisk info. (eg. ip-address, license code)
The XML generated has "all" custom fields #1 instead of only those of PC,NT and LT.
When importing this info you get nonsense info in the fields for Configuration Items of NETWERK, SOFT, TELEFOON and XTERM.
ITSM005297 | Cannot create required Support Hours.
| Tools > System > Data > Codes > Service Level Agreement > Service Level > Tab page Support hours If you attempt to create a "Late Shift" set of Support Hours whereby a team will work from 16:00 each day until 00:00 the next day you get the error "The support hours you have entered overlap existing support hours".
Example:
Monday 16:00 - Tuesday 00:00
Tuesday 16:00 - Wednesday 00:00
Wednesday 16:00 - Thursday 00:00
Thursday 16:00 - Friday 00:00
Friday 16:00 - Saturday 00:00
Saturday 16:00 - Sunday 00:00 ==> when entering these hours the error message occurs.
This occurs when one of Fri 16:00 - Sat 00:00 or Sat 16:00 - Sun 00:00 exists and you try to enter the other one.
ITSM005304 | Pre-condition for UI rule not taken into account during Update All
| Tools > system > Business logic > UI Rules Create a UI Rule that updates a field for certain status value (condition) when that field is empty(pre condition). When a record is opened and the status is changed the pre condition is checked and only performed when the field is empty.
When the same status change is performed using Tools > Update all the data update is always performed without checking the pre condition.
ITSM005339 | It is not possible to disable the progress bar of sd_export
| When executing the Data Exchange Export via the command line (sd_export) the progress bar is always shown. For the HP-UX or Sun Solaris Operating System this requires a X Window System for which the variable $DISPLAY needs to be pre-defined. However it is desirable to execute sd_export wihout an user interface, but there is no option to disable the progress bar (interface).
ITSM005373 | Request for recalculation of Work Order
| Shortcut Bar > Change > New Change If a new Change is created with an empty Planned Date and I enter a Planned Start date for the first time, no recalculation of the related Work Orders happens. Reproduce: Create a Change without Planned dates and relate two successive Work Orders with Planned Start / Finish dates. After saving and closing the Change, I set the Planned Start date for the Change to a date later than the Planned Start of the first Work Order. No recalculation of the Planned Start / Finish dates of the related Work Orders is done.
ITSM005386 | Label errors in views after upgrade from service desk 30SP5 to service desk 4.5
| Error in the labels for the views Label 281478295912449 not found for language 1033 Error In the logclient.txt <Database Structure> findOid did not find oid:281478295912449 in the database. <Database Structure> The label with oid:281478295912449 does not have a entry in rep_labels_locale !
This error could appear in your views when upgrade from service desk 30SP5 to service desk 4.5.
This issue appears on certain views in service call, incident and problem. The error is the same for all of the views.
ITSM005387 | Database rule manager stops processing rules, and can cause server problems
| In some situations, the database rules, and especially the scheduled database rules, stop functioning and can also cause stability problems on the application server. The result of this is the possibility of the application server going out of synchronization with other application servers, if available. This in turn can cause performance degradation, or even an application server that no longer responses to client or other requests.
Symptoms of an application server that is having this problem are:
1 - the amount of users on this application server is out of balance compared to the other application servers, obviously taking into account the server weight, and a fare amount of time (say 15 minutes) in case new users logon. This can be viewed in Tools \ System \ Security \ Audit \ Active Application Servers and Tools \ System \ Security \ Audit \ Logged on Users (best viewed using group by on the server field). The easiest way to check this if you connect to this application server and you are actually connected to this application server even though because of the server weight and load balancing you should have been redirected to another less occupied application server.
2 - database rules, and especially scheduled database rules, are not triggered at all, even though the application server is not performing much work which can be checked by looking at the cpu usage and memory usage (do not forget to add handles, threads and virtual memory to the Windows Task Manager screen) on the application server machine. The easiest way to check this is to setup a test rule and a test database rule, scheduled for execution after 1 minute, and to trigger these rules.
Note. Be aware that above behavior could also be possible on application servers that are extremely busy. If cpu usage is high, and the application server response to a new client request, for example when starting a new client, is slow, then it is very well possible the application server cannot handle the load. One way to remedy this problem is to add at least one other application server. Another remedy could be to look at the current configuration of service desk, is query restriction used, which limits the size of the database queries, or are there rules that are triggered a lot because 'Validates only if one or more fields of conditions are modified' is not checked, or because maybe some rules are setup incorrectly. Remember that database rules, scheduled or non scheduled, cause an enormous impact on the work load for an application server, and when looking at stability and performance problems, this area of the application should be closely monitored and examined.
ITSM005390 | Could not start multiple Application Servers on one PC
| Its not possible to start multiple service desk Application Servers on the same machine after installing to service desk 40 service pack4 (or migrate from SD40SP4 to service desk 45 major release or service pack 1) Nor this is possible when you uses differend IP Ports numbers for the different Application Servers
Error in logserver.txt:
Mon, 10/02/2003 08:48:34 <Trace> ADO ERROR: com.ms.wfc.data.AdoException: Cannot insert duplicate key row in object 'REP_SERVERS' with unique index 'SVI_IPADDRESS_IX'.Error for query: insert into rep_servers(svi_oid, svi_lockseq, svi_ipaddress,svi_ipport, svi_weight, svi_acceptConsoleClients, svi_count) values (1354866044,1,'testdrive',30998,2,1,0)
Mon, 10/02/2003 08:48:34 <Trace> The repository is not loadedcom.ms.com.ComSuccessException: The repository is not loaded
at com/hp/ifc/rep/db/AppDataMappingModel.getMapEntityInfo (AppDataMappingModel.java)
at com/hp/ifc/da/AppQueryManager.execute (AppQueryManager.java)
at com/hp/ifc/da/AppQueryManager.execute (AppQueryManager.java)
at com/hp/ifc/bus/AppSrvRepository.loadMessages (AppSrvRepository.java)
at java/lang/reflect/Method.invoke (Method.java)
at com/hp/ifc/bus/AppSrvDispatch.invoke (AppSrvDispatch.java)
at com/hp/ifc/bus/AppSrvDispatch.invoke (AppSrvDispatch.java)
at com/hp/ifc/rep/AppRepository.refresh (AppRepository.java)
at com/hp/ifc/rep/AppDictionary.initialize (AppDictionary.java)
at com/hp/ifc/rep/AppDictionary.getInstance (AppDictionary.java)
at com/hp/ifc/util/AppLogWriter.log (AppLogWriter.java)
at com/hp/ifc/util/AppLog.log (AppLog.java)
at com/hp/ifc/bus/AppBusinessManager.<clinit> (AppBusinessManager.java)
at com/hp/ifc/bus/AppBusinessManager.Ping (AppBusinessManager.java)
at com/hp/ifc/bus/AppSrvRepository.loadInfos (AppSrvRepository.java)
at java/lang/reflect/Method.invoke (Method.java)
at com/hp/ifc/bus/AppSrvDispatch.invoke (AppSrvDispatch.java)
at com/hp/ifc/bus/AppSrvDispatch.invoke (AppSrvDispatch.java)
at com/hp/ifc/rep/AppRepository.refresh (AppRepository.java)
at com/hp/ifc/rep/AppAbstractInfoManager.refreshData (AppAbstractInfoManager.java)
at com/hp/ifc/rep/AppAbstractInfoManager.getAllInfo (AppAbstractInfoManager.java)
at com/hp/ifc/ev/dbrules/AppScheduledRuleActionsInfoManager.getScheduledRuleActions (AppScheduledRuleActionsInfoManager.java)
at com/hp/ifc/ev/dbrules/AppScheduledRuleActionsQueue.startup (AppScheduledRuleActionsQueue.java)
at com/hp/ifc/ev/ag/AppAgentManager$4.run (AppAgentManager.java)
at java/lang/Thread.run (Thread.java)
Mon, 10/02/2003 08:48:34 <Trace> ADO ERROR: com.ms.wfc.data.AdoException: Cannot insert duplicate key row in object 'REP_SERVERS' with unique index 'SVI_IPADDRESS_IX'.Error for query: insert into rep_servers(svi_oid, svi_lockseq, svi_ipaddress,svi_ipport, svi_weight, svi_acceptConsoleClients, svi_count) values (1354866044,1,'testdrive',30998,2,1,0)
Mon, 10/02/2003 08:48:34 <System> End session.
ITSM005392 | Not able to filter "Analyzed Data Service Call" view using Service Call fields
| Tools > System > Analyzed Data Start one of the Analyzed Data views and then modify the view: View > Current view > Define view. Open a view and start the filter screen. In the filter screen select tab page Advanced and select a field of one of the entities. (E.g. Problem Information)
The operator listbox is disabled and can not be used. It is not possible to filter on one of the
main entity fields.
ITSM005422 | Data Exchange task will not start after some basic use.
| Tools > System > Data > Data Exchange Task When an Data ExchangeTask needs to be started, nothing happens when the Start-button is pressed. The Data Exchange Task Tool does not perform an Export nor Import. There are no errors and also no error- log is generated.
Sometimes the Data Exchange Task Tool seems to generate a de_task folder but then it stops.
ITSM005451 | Data Exchange fails for Cyrillic characters.
| Tools > System > Data > Data Echange > Data Exchange Task When running a Data Exchange import task with Cyrillic characters (importing CI's) and have defined the searchcode as unique key and and identical XML-file is being imported for the second time the import process doesn't recognize the item to be the same and will try to insert it for a second time. Depending on the setting in the Admin Console (Unique Searchcode for CI's yes or no) this will lead to a second CI with exactly the same attributes or to the following error message:
"A CI with this search code already exists.For a unique CI you must enter a unique search code."
ITSM005452 | Performance issue SDDataForm with a CTI intergration and -ForceNew option
| When using SDDataForm with the -ForceNew option (SDDataForm.exe "ServiceCall" "+Caller.Telephone Number=123456789" -ForceNew) the performance is the same as using SDDataForm without the -ForceNew option (SDDataForm.exe "ServiceCall" "+Caller.Telephone Number=123456789")
It should be faster because it does not have to make a seach within the service calls records but only within the person records.
So performance of SDDataForm is to slow in a CTI intergration.
ITSM005453 | "Password is Mandatory" is not displayed when importing after SP1.
| Tools > System > Data > Data Exchange > Data Exchange Task After applying SP1, the warning message "Password is Mandatory" does not popup anymore when attempting to import data using the data exchange module. The data exchange task sits idle until you enter the password.
ITSM005459 | JDBC error 8114 when opening view.
| Shortcut Bar > CMDB > Configuration Item Create a new view (View > Current View > Define Views > Add) Create a chart view with the following settings: Tab page General: Drill to view: CI's Per Location (Explorer) Tab page X-axis: Field Location
Tab page Y-axis: Field price, Function sum
When opening this view a "JDBC error 8114" occurs. <SQL Server 2000 machine name>:
Error converting data type nvarchar to numeric., SQL state 01000 for query:
SELECT ........
The view is not loaded, the screen shows "No Data Available".
The problem was discovered after upgrading from SD40 to SD45 (the view worked OK in SD40).
Database is SQL Server 2000.
ITSM005470 | Problems with OVO integration as related to scheduled outages.
| OVO Unix integration > mkoutage When running script /opt/OV/sd/ovo/bin/mkoutage.sh on the OVO server outage periods in the outage template (Default location directory: /etc/opt/OV/share/conf/OpC/mgmt_sv/respmgrs. File outage) show incorrect outage periods.
The times seem to perform timezone adjustments twice.
ITSM005475 | mkoutage.sh runs from the command line, but fails when started by the agent
| OVO Unix integration No outage files are created or modified when /opt/OV/sd/ovo/bin/mkoutage.sh is started by the Service Desk Agent on HP-UX or Sun Solaris. This problem also occures when executing the mkoutage.sh script from a different directory than /opt/OV/sd/ovo/bin.
Of course this results in OVO not suppressing the Outage messages.
ITSM005477 | Getting error memory could not be read after closing client. sd_dataform is used
| Command Line interface (SDDataForm.exe) 1. Start sd_dataform to start a new service call screen. 2. Start a lookup field or quick fiend in the servicecal screen (By entering "%" in caller for instance) 3. Close the new service call screen. 4. Close the SD Client. When closing the client you get the error message:
Title of window: jview.exe - Application Error
The instruction at "0x06aedfac" referenced memory at "0x0000000c". The memory could not be "read".
Click on OK to terminate the program
This error message is also registered in the Windows event views.
Somehow this error occurs very often on Windows 2000 machines while Windows NT machines do not seem to have this problem.
ITSM005478 | Constraint (REE_RLS_OID_FKDB) error when upgrading to SD45
| SD4.5/SP1, Oracle 817 or SQL-Server 2000 After upgrading from a SD40SP3 or earlier service desk version to SD45MR/SP1/SP2 next error occurred: Integrity constraint (SERVICEDESK.REE_RLS_OID_FK) violated - parent key not found ..... This error is caused by the fact that this constraint was not set correctly.
Next statement was part of SD40SP4 and solves this bug (and is still NOT part of the upgrade to SD45MR.SP1/SP2)
ALTER TABLE REP_EXTERNAL_ENTITIES DROP CONSTRAINT REE_RLS_OID_FK
ALTER TABLE REP_EXTERNAL_ENTITIES ADD CONSTRAINT REE_RLS_OID_FK FOREIGN KEY (REE_RLS_OID) REFERENCES REP_LOAD_SETTINGS(RLS_OID) ON DELETE CASCADE
ITSM005484 | Request Time Zone for Queensland (Brisbane)
| Tools > System > System Panel > Regional Settings > Tab page Time Zones Service Desk uses default the TimeZone class from the Microsoft virtual machine (jview, which is an old Java version). Therefore, the available timezones depend entirely on what is in the TimeZone class.
However, the Australia Eastern Standard Time (Brisbane) time zone is not in the list.
Timezone 'Australia Eastern Standard Time (Brisbane)' is GMT + 10 with no daylight savings. The only available GMT + 10 timezone in Service Desk is with daylight savings which apply for Eastern Australia : Melbourne, Sydney.
ITSM005508 | Hidden fields can still be seen in Templates.
| When you attempt to add a CI to a Work Order, all fields (and their values) appear in the Template, even if that Role does not have Authorization to view all those fields. This also occurs when a Template is created or modified. The Role may have Authorization to create Templates, but all fields will be visible, even if that Role has no Authorization to view all fields.
ITSM005516 | "Only execute once" option does not work, when using multiple App Servers
| Tools > System > Business Logic > Database Rules > Scheduled events The "Only execute once" option does not work, when using multiple Service Desk Application Servers. How to reproduce: Create a scheduled event and set the checkbox "Only execute once" on.
Start two Service Desk Clients who are connected to two different Service Desk servers.
Edit the record in the two Client session to meet the conditions of the rule. On both servers an event will
be scheduled.
This should not happen. The condition "Only Execute Once" should check whether an event exists on all the application
servers and remove the older events.
ITSM005518 | leaving annotation empty in add license causes application server to crash
| Tools > System > System Panel > License if you add a new license key by pressing the <Add > button, and only fill in the license key field. (leave the annotation field empty) Then press save and close. This will cause the application server to crash.
ITSM005534 | Mix up of the Priority duration settings of Incidents and Service Calls
| Deadlines are being set incorrectly, between Service call and Incident, depending on which form you open first. If you open up Incident and then Service call, the deadlines will work correctly on Incident, but not Service call. If you then close your Service Desk client, and then first open the Service call form, and then Incident form, the deadlines work fine on Service call, but not Incident.
For these tests, we used the "Gold" Service Level, which has the following Impact Priority Setting:
Priority-->Impact
None --> None
Low (1 person affected) -->Low
Medium (Group/Unit affected) -->Medium
High (Department affected) ->High
Top (Site/Organization affected-->Top
We are using a 24x7 schedule and are not using Free days.
With Priority durations settings on Service call:
Max Duration Priority
3:00 Top
7:00 High
23:00 Medium
47:00 Low
95:00 None
With Priority durations settings on Incident:
Max Duration Priority
5:00 Top
9:00 High
25:00 Medium
49:00 Low
97:00 None
Note: Normally our duration settings are the same between Incident and Service call, but have offset the durations by +/- 1 hour to show the problem.
Details of the Problem
Depending on which form you open first, Service call or Incident, you will get incorrect Deadlines, that are shifting the durations settings.
Incident Deadlines not working
1) Close and restart SD client.
2) Open Service call first, we get correct values, as specified above.
3) Next, open Incident, and we get the following results when we change the Priority values
Max Duration Priority
5:00 Top
3:00 High
7:00 Medium
23:00 Low
47:00 None
Note: Top is correct with 5 hours, and the others are not. Notice also that the hours of 3/7/23/47 match the hours for the Service call settings, but shifted down by one priority, (For ex, 3 hours is the Top duration for Service call, but it's matching to the High priority in Incident, ...)
Servicecall Deadlines not working
1) Close and restart SD client.
2) Open Incident form first, we get correct values, as specified above.
3) Next, open Servicecall, and we get the following results when we change the Priority values
Max Duration Priority
9:00 Top
25:00 High
49:00 Medium
97:00 Low
95:00 None
Note: None is correct with 95 hours, and the others are not. Notice also that the hours of 9/25/49/97 match the hours for the Incident settings, but shifted up by one priority, (For ex, 97 hours is the None duration for Service call, but it's matching to the Low priority in Incident, ...)
The same problem exists if you are creating a new record or modifying an existing one.
ITSM005537 | NullPointerException occurs when Service Pages tries to sort records.
| In Service Pages the sorting algorithm has been improved in SDSK_00028 (service pack 2). However, when no records are retrieved the sorting algorithm returns a NullPointerException. How to reproduce: 1) Create a new (master) Folder named "MyFolder" via Tools > System > hp OpenView service desk > Data > Codes > General > Folder.
2) Create a Role with the name "MyRole" via Tools > System > hp OpenView service desk > Security > Access > Role.
This role set the View Access for the entities Configuration Item, Person, Service, Service Level, Service Level Agreement and Work Group. For the Organization entity select the View Access for the "MyFolder" Folder only. Note: no Organization exist for the Folder "MyFolder".
3) Create an Application Account with the user name "MySSP" in the Administrator Console via Tools > System > hp OpenView service desk > Security > Access > Application Account. Relate the Role "MyRole" to this account.
4) Create a Person with the search code "MyPerson" via File > New > Person. Relate this Person to the Account "MySSP".
5) Now log on in Service Pages as "MySSP"
6) In Service Pages create a new Service Call via Menu > Service call > New Service Call.
7) Press the Organization button.
The new window displays the next error:
Apache Tomcat/4.0.3 - HTTP Status 500 - Internal Server Error
...
message Internal Server Error
description The server encountered an internal error (Internal Server Error) that prevented it from fulfilling this request.
...
java.lang.NullPointerException
at java.util.Arrays.sort(Arrays.java:1119)
at com.hp.itsm.ssp.beans.SortCode.sortIObject(Unknown Source)
...
ITSM005540 | Role authorization on "When Assigned to user's workgroup" results in no access.
| A Specialist can't see and modify fields in a Service Call when upgrading to SDSK_00028 (hp OpenView service desk 4.5 service pack 2) The problem is related to the Role settings and does apply to the other Entities too (like Problem and Change).
How to reproduce:
Set the Access settings via Tools > System > Security > Access > Role > Specialist > Item: Service Call
Enable the Service Call item and press the "Details" button.
In the Access tab select:
> View -> Always
> Modify -> "When Assigned to user's workgroup" or "When Assigned to Person"
> New -> Never (=disabled)
Start the Service Desk Client which uses the above specified Role via the Microsoft Windows Taskbar: Start > Programs > hp OpenView service desk 4.5 > client > start client.
Open an existing Service Call for which you should have modify rights
Now you see that all Service Call fields are disabled.
ITSM005545 | Multiple minor defects with Operations Integration for UNIX.
| This problem contains Multiple minor defects with Operations Integration for UNIX, which are described below. 1) ovo_services creates the file called ovo_services.txt, but displays a message "Created vp_services.txt" 2) The sd_event.sh produces the error "Use of uninitialized value at ..." several times when get_ovo_attributes cannot access OVO ("Access denied. Message not accessible by operator ITSM").
3) The 'configure.sh' message provides incorrect path name: "This information will appear in /opt/OV/sd/ovo/sd_event.ini". The correct path is: /opt/OV/sd/ovo/config/sd_event.ini
4) Questions to select Oracle version as well as the database instance in 'configure.sh' are not applicable anymore and should be removed.
5) Message source template 'applications.dat' is configured to start the application 'sddataform.bat', but it should be 'sd_dataform.bat'
6) Message source template 'logfile.dat' is configured to monitor the logfile 'AppAgent.txt', but it should be 'LogAgent.txt'
ITSM005549 | Minimum connections to Application Server once it's restarted isn't reached.
| Service Desk Application Server Database Connections When the Database that is used by the Application Server becomes unavailable. (Database shutdown or Network problems) Service Desk does not close all connections to the database. When the Database becomes available again the Application
Server does not restore all connection. Only a limited amount of connections are started.
This can cause performance problems on the Application Server.
When a database becomes available again the Application Server should immediatly create the minimum amount of connections and
close the old, not working, connections.
ITSM005551 | Delta processing doesn't work with Cyrillic characters.
| Tools > System > Data > Data Exchange > Data Exchange Task When running an import from an xml file that contains Cyrillic characters, all items are inserted correctly. However, when you use the reconciliation part of the tool, using a second XML file with obvious changes to the attributes. These are not mentioned in the Reconciliation log (it stays blank) and are just put into the database.
ITSM005568 | "Timer already cancelled" messages in the logserver file
| After the application server has been running for some time, occasionally the "Timer already cancelled" message appears in the logserver file. The result is that scheduled rules on that application server are no longer triggered and cache updates are no longer send to signal changes in the cache on that application server.
ITSM005597 | SD almost consumes all DBMS CPU resource during login
| Tools > System > System panel > General Settings > Enable Folder Entitlement When folder entitlement is enabled an a non system administrator start the Service Desk client a query is generated on the database that consumes a lot of CPU. This does not occur for a system administrator.
The cause of this problem is the folder entitlement. When this is enabled extra authorization checks are added when a user
starts the Service Desk Client.
The following queries are performed for the user:
Fetch all the work groups for the current user.
This info is used when a user is authorized for one of the Service Desk entities (Service call, Problem, Incident, etc) with the setting:
"When assigned to user's work group"
Fetch all the accounts that are part of the users work groups.
This query can take a lot of time when a user has many work groups or when a work group has many members.
This info is used when a user is authorized for history lines or other entities (Organization, Service, Configuration Item) with the setting:
"When created by user's work group"
When folder entitlement is enabled both queries are done, but this should only happen when the roles of the user are configured with
this settings. ("When created by user's workgroup") The high CPU usage only occurs when a user has a lot of work groups and when
these groups have a lot of members. When the amount of members related to the users work group is limited no problems will occur.

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Defect Report | Description
SP4: |
ITSM004341 | By default the Tree View is expanded showing all (hierarchical) records.
| By default the tree view is automatically expanded, but when you have a large hierarchical record structure you would like to have the tree view to be collapsed. For example the Category field in a Service Call. If you have entered a lot of categories in the Code table, the list will grow very long and it's difficult to find the correct value quickly.
At present, the first level is always expanded, the following levels collapsed. It would be best if the system would remember in what way it was expanded the last time it was used.
ITSM004964 | Specialists can't use inbound email to log a Service Call
| Tools > System > System panel > E-mail E-mail command tab page. Set the access level for an inbound e-mail command to "Only existing persons". No Service Call is created when a Person that is also a user of Service Desk sends an e-mail to Service Desk.
His Person record is related to an Account and if that Account does not have Authorization to create new Service Calls he is also not allowed to create a Service Call with e-mail.
When Access level is set to "Only existing persons" no other Authorization checks should be performed.
ITSM005024 | Relate multiple Configuration Items to a Work Order
| Enhancement Request: Work Order Form > Relation to configuration items Tab > Press the "Add" button Currently you can only relate a Configuration Item to a Work Order by selecting one Configuration Item at a time. It would be an improvement to relate multiple Configuration Items to a Work Order in one step.
ITSM005174 | Check custom fields whether they are required or allowed to modify with WEB-API.
| WEB-API / Service Pages When implementing a Custom Field for a custom made jsp-file you need to know whether the field is required or the user has view/write Access to it. Implementing the field is not the problem, but finding the methods for asking for its authorization via the WEB-APIs is.
For example these methods are missing:
isRequiredSerShorttext1
isModifyAllowedSerShorttext1
It seems it is not possible to check whether custom fields are required or are allowed to be modified.
ITSM005199 | Creating an entity with a copy Action results in a false association
| Tools > System > Data > Codes > General > Service Event Relations After having copied an entity (e.g. Service Call) via Actions to another Entity (e.g. Problem), you are asked to give a relation type (caused by / solved by) as Relation Type. Choosing one type, this type is stored on both entities (the source and the child), instead of having one type in the source and the reverse type in the child entity if you regard the relations.
The reverse relation is not automatic.
After the copy Action the (reverse) relations are stored correctly in the database.
However, in the reverse entity:
- The relation is displayed incorrectly
- Modifying this relation is not working.
ITSM005305 | Saving problems with related templates when using Folder Entitlement
| If you create an Entity via a Template with related Work Orders (also in this Entity Template), you cannot modify the newly created Work Orders until you first save the Entity. To Reproduce: Tools > System > System Panel > General Settings Enable folder entitlement.
Tools > System > Data > Template
Create a new Folder
Create Templates:
- Some (More than 2) Work Order Templates that use the new Folder
- One Change Template that uses the new Folder and
Relate the Work Order Templates to the Change Template
Tools > System > Security
Create a Role that gives only New, Modify and View Access for the new Folder.
Create an Account that uses only this new Role.
Login with the new Account and create a new Change with the new Change Template.
In the Change select the Work Orders tab. Modify and save one of the new Work Orders.
Only after the Change is saved and reopened is it possible to modify and save the related Work Orders.
ITSM005471 | Service Desk closes without asking if you want to save changes.
| Tools > System > Security > Roles When a new Service Call is created (not full screen) and you accidentally press the "x" of the SD client in the top right corner (so not the new Service Call window), Service Desk closes the client without asking if you want to save the changes.
Similarly, when a new Service Call is opened and the "x" is pressed on the top right corner of the Service Call itself, the Service Call will be closed without asking if the changes should be saved.
This happens when the settings of a Role is set to:
Service Call -> Modify only when assigned to user's Workgroup.
If modify is set to Modify (all) Service Desk does ask if you want to save changes.
ITSM005510 | Creating CI's with Generate CI Wizard results in duplicate Search Codes.
| Short cut CMDB > Configuration Item > Actions > Generate CI wizard Creating Configuration Items with Generate CI Wizard results in duplicate Search Codes. How to reproduce: Two Service Desk clients should select a Search Code that is going to conflict. Any Template can be chosen..
For instance, when generating 100 Configuration Items, both clients could choose "TEST" as a prefix and auto generate a sequence number with length 3 as a postfix.
The two Service Desk clients start the Generate CI wizard simultaneously by pressing the Next button in screen with the text "You are about to generate <Amount> configuration items" at the same time.
This causes to generate duplicate Search Codes.
The cause of this problem is that when the Service Desk clients check the database on existing Search Codes, none of the clients had committed the changes yet, so both clients get the response that the Search Code do not exist yet.
ITSM005524 | In Service Pages, the field "Service" is missing on Service Call Form
| Service Pages > Login > Menu > Service Call > New Service Call When an user logs on into Service Pages and creates a new Service Call, the Service field is sometimes missing. The user can therefore not create a new Service Call, as this field is required on all Statuses.
The user is member of a an organization which has a link to a Service Level Agreement, where there is a link to a Service and a Service Level.
ITSM005580 | Failure in Service Level Agreement metric on Monthly base
| Shortcut Bar > Service Level Agreement > Open a SLA > Metrics tab page Create a Metric (the metric type is irrelevant) and make it recurrent monthly. (NOTE: Take a wide 'Range Of Recurrence'). Now a Scheduled Task will be created automatically.
This new Scheduled Task should be visible in:
Tools > System > Business Logic > Scheduled Tasks
When the Scheduled Task is fired on the scheduled date/time a report will be created (see Reports tab page; next to Metric tab page) and the Scheduled Task should be rescheduled to the next month. (Visible in both the SLA Metrics tab and Scheduled Tasks view).
Unfortunately the monthly task is rescheduled to the same date/time and is fired over and over again and reports are being created constantly. This results in such a high load on the Application Server that it seems to 'hang'.
Metrics that are made recurrent daily, weekly or yearly are working correctly.
ITSM005584 | When running a Service Desk export (from OVO) the Japanese chars are incorrect.
| Tools > System > Data > Data Exchange > Data Exchange Task > Import To import the Node information from Operations for Windows as Configuration Item to Service Desk you first have to create a xml file with the Node information. This generated xml file is than imported into Service Desk.
However, when Operations for Windows stores the Node information with the Japanese character set, the generated xml file does not contain the correct data. As a result, when you import this xml file to Service Desk, the data in the Configuration Item is incorrect too.
ITSM005589 | Cannot delete a non used Application Account.
| Tools > System > Security > Access > Application Account How to reproduce: 1) Create an Application Account. 2) Try to remove this Application Account immediately by pressing the delete button. 3) Confirm with the yes button that you want to delete this account.
Nothing happened, the Account is not deleted.
Because this Account is not used in other records you should be able to remove this Account.
ITSM005599 | UI Rule causes a java.lang.StackOverflow error.
| Tools > System > Business Logic > UI Rules > Service call How to reproduce: Create the following Service call UI Rule: Precondition : Status (Service Today) equals "InProgress" Triggering condition: Status exists
Action : Limit field value Range : Set status to "Informed, Waiting, Completed"
This Rule will limit the allowed Status values when modifying the Status of a Service Call which already has an existing Status.
So in this example, when the Status of the Service Call is "InProgress", then the Statuses you can select should be limited to the values "Informed", "Waiting" and "Completed"
Now open (or first create) a Service Call for which the Status(service today) is set to "Inprogress".
Try to change the Status to another value.
A hourglass is shown which prevents us from changing the Status. This can or result in a StackOverflowError message or the service Desk client just disappears.
When checking the logclient.txt with the Rule Manager debug enabled, we can conclude that the Rule Manager did get into an infinite loop as the "limit field" action triggers again the Rule.
Example of the stack overflow error in logclient.txt:
<Trace> java.lang.StackOverflowError
at com/ms/vm/WeakReference.getReferent
at com/ms/wfc/ui/Control$ControlWindow.wndProc
at com/ms/wfc/app/Window.callback
at com/ms/wfc/win32/Windows.SendMessage
at com/ms/wfc/ui/Control.sendMessage
at com/ms/wfc/ui/ComboBox.getSelectedIndex
at com/ms/wfc/ui/ComboBox.getSelectedItem
at com/hp/ifc/ui/fld/AppComboBoxField.onValidate
at com/hp/ifc/ui/fld/AppAbstractDataField.validate
at com/hp/ifc/ui/fld/AppComboBoxField.onSelectedIndexChanged
ITSM005601 | Time calculation not performed in Reporting Views.
| Tools > System > System panel > Report Settings > (Re)generate database views for reporting When generating database views using a time zone that has a negative offset, the database views are not adjusted for the selected Timezone off set. Example:
- Eastern Standard Time (New York):
This will create database views without -5 hours offset
- European Central Standard Time (Amsterdam):
This will create database views with +1 hour offset.
ITSM005635 | The "To deadline" Time Calculations value differs in a View.
| A table-view of Service Call has been created with the field "To deadline". When you compare the value of "To deadline" field in the View with the "To deadline" value in the Service Call record you will see that the value can differ. In the Service Call the calculations stops when the call is closed. In the View however, it calculates somehow based on the deadline, and the current date, taking the Support Hours into account. This means that a service Call that was closed with a positive "To deadline" value, thus finished on time, will be displayed with a negative "To deadline" time in the view, when displayed after the date of the deadline.
View > Current View > Customize Current View > Fields >
- add the field "To deadline"
- Press "Ok" button
- Press "Ok" button
ITSM005639 | OpenView Operations integration: Message Group is not used in Outage file.
| OpenView Operations integration Configuration Item > SN and Outage tab > Outage Info > Msg. Group Work Order > CI's / Outage tab > Modify relation of a Configuration Item > enable "CI affected by Outage" > Outage Info > Msg. Group In Service Desk, the field Message Group is the condition to suppress messages according to this group.
The Message Group field can be entered in the Configuration Item and Work Order (see above) form of the Service Desk client, but its name is not added in the outage file.
ITSM005643 | Attachment with duplicate name dropped when sent as inbound e-mail.
| When an e-mail with an attachment is sent to update a Service Call, the attachment is not added when the Service Call already has an existing attachment with an identical name. The Service Call will only display the original attachment. The attachment with the identical name will not be displayed in the Service Call.
ITSM005647 | Planned Duration field is not saved correctly.
| Service Desk client > Saving Planned Duration field is not saved correctly. How to reproduce: 1) Tools > System > System Panel > General Settings > Application tab > Select "24x7 support For all Items" 2) Open an existing Problem record 3) Select the Time/Cost tab.
4) Make sure all Planned fields (Start, Finish and Duration) are empty.
5) Enter for the Planned Duration the value of 32 hours.
6) Save the Problem.
In the View displaying the Problems (including its Planned Duration field), the Planned Duration of 32 hours is shown.
When re-opening the Problem, the Planned Duration has changed to 24 hours.
Note: This problem seems to appear only for Problem records, but it might affect other Entities as well.
ITSM005661 | No filter on CI attributes when defining a new CI Organization View.
| Tools > System > Presentation > Views > CI Organization When creating a View for CI Organization it is not possible to filter on Configuration Item attributes while you can filter on Organization attributes. How to reproduce: 1) Create a new CI Organization View via Tools > System > Presentation > Views > CI Organization.
2) Press the filter button in the View Summary Form
3) In the CI Organization tab there is no field to select a Configuration Item.
4) Also in the Advanced tab, when selecting the Field button in the More Criteria section there is no option to select Configuration Item attributes.
ITSM005667 | Hidden fields are visible and usable in Advanced Find.
| Tools > System > Security > Access > Role How to reproduce: 1) Select one of the Roles via Tools > System > Security > Access > Role 2) In the Items tab select for example the Entity "Service Call" 3) Press the Advanced button
4) In the Fields tab of this Advanced Item Access form select for example the field 'Category'
5) For this 'Category' field press the Hide button.
6) Press the 'Close' botton in the Advanced Item Access form
7) Press the 'OK' botton in
8) Now log on to Service Desk with an Account using this modified Role
9) Start Advanced Find (F2) for the Service Call entity and you are still select the 'Category' field.
ITSM005668 | Missing end-tag parsing error occurs when importing data on large xml file.
| Tools > System > Data > Data Exchange > Data Exchange Task > Import Importing data from Network Node Manager into Service Desk. An own created Network Node Manager (v6) ini file uses an ODBC datasource. Exporting the Network Node Manager date to an xml file works correctly. However, during the import process an error on the 2nd chunk occurs and the import process exits with the following message:
Parsing error occurred at:
file:/<service desk client install dir>/data_exchange/xml/<xml-filename>.xml_2.xml
missing end-tag
fatal_error occurred while processing <xml-filename>.xml_2.xml
ITSM005676 | Date value from sd_event is displayed incorrectly in Service Desk client.
| When sd_ event sends an event to create an Entity (for example an Incident) in Service Desk, the date fields are displayed incorrectly. In this case the date value is send in the mm/dd/yyyy format. However in the Entity Form, the date value can be displayed in a different format (as specified in Tools > Options > Form formats tab).
For example run the following command:
sd_event -f sd_event.ini -v event_id="00001" cdate="04/21/2003 11:30:10" description="test" information="test"
"cdate" is mapping to "Inc. Date 1 (Date)" of custom field.
(Display format is set as "Short Date, Long Time")
After execution of sd_event the value of "Inc. Data1" was set as "02/24/2011 11:30:00"
Notice the date is changed and the seconds are gone.
Note:
The date format that is used by sd_event is defined in Tools > System > Security > Accounts > Application Account for the user defined in the sd_event.ini file.
ITSM005678 | ACES import of templates gives java null pointer error
| Tools > System > Data When importing an ACES-xml file which contains Template information, there is a possibility that a Nullpointer exception occurs.
ITSM005681 | Service Desk 4.5 to Service Navigator integration is not working.
| Tools > System > Data > Codes > General > Service Navigator Code / Service Navigator Server In "Configuration Items" and "Service" it is possible to automatically retrieve the status of the service (Service Navigator integration). This information depends on the codes that are available and of the Service Navigator server.
When using this Service Navigator integration the message ''unrecognized response' appears in the service status field.
To check this do the following:
Add a Service with text <SN-SERVER>
Go to SLM > Service and open the Service
Go to TAB-page Configuration Item > section Service Navigator
Items: SN Status => Will be filled in by Service Navigator
SN Name => Fill in <SN-NAME>
SN Server => Fill in <SN-SERVER>
<Save and Close> the Service and reopen it again to see that the SN Status is "Normal"
Rename the SN Name to "xxxxxxx" (an SN-name that does not exist) and <Save and Close> the Service again.
Reopen the Service and see that the SN Name is set to "Unknown element".
When then again the SN Name is set to "banking" then the SN Status should be set to "Normal" again.
This is also the case for Configuration Items.
CMDB > Open CI > Tab page SN&Outage
ITSM005686 | Users with multiple Roles included do not get all rights to view Incidents.
| Tools > System > Security > Access > Role If you have two Roles that allow view rights to an Entity based on Always and Assigned to Person the User will only select Entities that are assigned to the Person rather than all Entities based on the Role that can view them all.
How to reproduce:
Settings Role A for Incident:
View: Always
Modify: Always
(note: that's it for role A, everything else is default)
Settings Role B for Incident:
View: when assigned to user
Modify: when assigned to user
(note: that's it for role B, everything else is default)
Role B is included under role A, but if Roles are inclusive, then user member of Role A should see all incidents, which is not the case. The user only sees the incident to which he is assigned to.
ITSM005693 | No error e-mail when sender of inbound e-mail doesn't exist in Service Desk.
| Tools > System > System panel > E-mail > E-mail command tab page. Set the access level for an inbound e-mail command to either: Only Existing Persons Only Existing Person with account If the sender of the e-mail does not exist in Service Desk (i.e. his e-mail address is not recognized), then no response is returned informing the sender that the e-mail has not been processed by Service Desk.
ITSM005694 | A blank Print Preview is shown when an Entity contains illegal characters.
| Entity > File > Print Preview When you start a Print Preview for an Entity , for example a Service Call, which contains illegal characters, a blank "print preview" is shown. How to reproduce: 1) Select an existing Service Call 2) Select the History tab and add a history line.
3) Add the next text to the History Information field (which contains illegal characters): "Only one get_changes refresh is currently scheduled per day."
3) From the menu bar select File > Print Preview
The shown Print Preview window is blank.
ITSM005696 | Choosing 'Cancel' when closing Service Desk causes the client to close anyway.
| When the Service Desk client is closed, and there is an open entity (for example a Service Call) for which changes have been made, Service Desk will present a dialog asking: 'Do you want to save the changes you have made?'. This dialog has options for 'Yes', 'No' or 'Cancel'.
If 'Cancel' is chosen, the Service Desk client will close, and any changes made to the open entity will be lost.
ITSM005714 | Viewing Incidents and CI's from within the Operations Java Console fails.
| Viewing Incidents (Messages) and Configuration Items (Nodes) from within the Java Console does not work due to the incorrect configuration in the application View Incident / Node information for Service Desk in the OPC Console. The settings can be configured in "opc" via
Windows > Application Bank > Service Desk > View Incident Info / View Node Info
Service Desk client and the Java Console need to be installed on the same computer.
How to reproduce:
From the Java Console: View a Node as Configuration Item in Service Desk
1) Start the Java Console from the Microsoft Windows Operating System via Start > HP VantagePoint for UNIX > Java Console
2) Select an Node which has been imported in Service Desk.
3) With the mouse, right-click the imported Node and select Start > Service Desk > View Node Info (Windows)
From the Java Console: View a Message as Incident in Service Desk
1) Start the Java Console from the Microsoft Windows Operating System via Start > HP VantagePoint for UNIX > Java Console
2) Force an message which is automatically created as Incident in Service Desk.
3) With the mouse, right-click the active Message and select Start > Service Desk > View Incident Info (Windows)
ITSM005716 | When importing persons the name field is not filled.
| Tools > System > Data > Data Exchange > Data Exchange Task > Importing Service Desk Import is failing to create the name field based in the first and last name value. When importing first and last names into the Full name;First Name and Full name; Last name fields which automatically populated Name field as per the Client GUI for Person records. In Service Desk 4.0 this was possible, but in SD45SP1 this feature is not there anymore.
When the same import is done on SD 4.0 SP2 the import works great and the name field is created OK. In SD45 this should work the same way it does as in Service Desk 4.0.
ITSM005718 | Application server does not accept Client connections
| Service Desk Application Server After running for some time the Application Server stops processing Client connections and actions. Further investigations in the lab resulted in: This defect is caused by a process that checks whether all database connections are still valid. Sometimes this process causes a deadlock.
ITSM005722 | Hanging Application Server when updating roles.
| Tools > System > Security > Access > Role The Application Server seems to hang at 100% CPU usage after updating a Role (modifying Access rights). New Client connections do not seem to be accepted or are processed very slowly. This problem only occurs in an environment with lots of Folders and Roles.
On our test environment, with at most two users (system & one normal user) we have noticed the following:
- Login without a Role update: 10-20 seconds to be prompted for the username and password, as usual
- Update a Role, and start the Client for the normal user: the "progress bar" on the Service Desk splash screen fills up to ~60%, then freeze for 30 to 60 seconds. It then resumes normal operation, and you are prompted for your username.
Further investigations in the lab resulted in:
When a Role has been updated, the first Client that tries to connect to an Application Server, forces this Application Server to update it's cache. However, when another (a new) Client tries to connect while the Application Server is updating it's cache, than the cache update is forced again and so on. This constant cache update process causes the 100% CPU usage and the Application Server appears to 'hang'.
ITSM005726 | Attachment in an HTML format email displayed as content.txt and content.html.
| When an email with an attachment is sent in HTML format to Service Desk to open a new Service Call, the attachment is displayed in the Service Call as content.txt and content.html.
ITSM005728 | mkoutage.sh script is creating wrong outage file; syntax not correct
| OVO Unix integration > mkoutage The outage file that is generated with Service Desk has an incorrect syntax for sections : RESPMGRCONFIGS RESPMGRCONFIG The last section (RESPMGRCONFIG) is repeated multiple times. But OpenView Operations (OVO) only accepts this keyword once.
Adding this keyword multiple times can cause core dumps (by opcmsgm ) in older OVO versions.
OVO version 7 will not accept an outage file that contains this keyword multiple times.
ITSM005730 | Cannot create more than 1 CI via the Generate CI wizard on SQL Server database.
| CMDB Short Cut > Configuration Item > Actions > Generate CI wizard Since SD 4.5 SP1 it is not possible anymore to generate more than 1 Configuration Item via the Generate CI wizard when using option "Sequence number with length" as Suffix. This problem only applies to Service Desk using Microsoft SQL Server database. This problem does not occur when using the Oracle database.
When starting the generation in the "You are about to generate xx CI's" screen of the wizard, it seems as if the generation of the CI's is started, but it will never stop. The Service Desk client and application server do not respond anymore.
This is introduced with the solution of Defect ITSM005249.
ITSM005738 | Flush failed causes the Database Configuration Wizard to fail a patch upgrade
| When you use the Database Configuration Wizard to upgrade the Service Desk database to a patch level, the Wizard reports the message "The upgrade has failed! Look at the log file to find the reason of the failure." The /opt/OV/sd/server/log/logdatabase.txt contains the next (error) messages:
<Trace> Flush failed.java.lang.RuntimeException: Flush failed.
at com.hp.ifc.util.rscman.AppResourceManager.saveAll(Unknown Source)
at com.hp.ifc.sys.AppSystem.shutdown(Unknown Source)
at com.hp.ifc.bus.AppServer.shutdown(Unknown Source)
at com.hp.ifc.install.database.AppUpgradeDatabase.run(AppUpgradeDatabase.java)
at java.lang.Thread.run(Unknown Source)
<Database Creation> Total errors in data statements:0
<Database Creation> Total errors in repo statements:0
<Database Creation> The upgrade has failed! Look at the log file to find the reason of the failure.
This problem only occurs on HP-UX and Sun Solaris, not on the Microsoft Windows platforms.
ITSM005740 | Changing time zone via the Service Desk client does not work
| Changing time zone via Service Desk client does not work if the time zone abbreviation(s) is larger than 3 characters. In Service Desk 4.5 SP3 new time zones where added with abbreviations larger than 3 characters. When selecting a new time zone (administration console > system panel > regional settings > time zone tab >for example Moscow or Kazakhstan) the timestamps in Views or Forms are not updated.
Moreover, if you select a new time zone (with abbreviation larger than 3 characters) and click on the time zone button (not the arrow) in the Service Desk client menu bar, you still see the previous time zone.
ITSM005771 | Trying to run sd_dataform and getting deserialize error
| Service Desk Client > Start SD_DataForm When starting the sd_dataform command with the following parameters sd_dataform.bat "Work order" -ForceNew +"Assignment.To External Organization .Searchcode=AAAATEST" +"Assignment.To Workgroup.Searchcode=
TESTING"
The following error can occur:
Mon, 16/06/2003 14:37:06 <Trace> Failed reading response from the server.Failed reading response from the server.
Nested exception is:
com.hp.ifc.io.AppStreamException: Unable to deserialize an object.
at com/hp/ifc/net/itp/AppItpClient.failConnection
at com/hp/ifc/net/itp/AppItpClient.readResponse
at com/hp/ifc/net/itp/AppItpClient.execute
at com/hp/ifc/net/itp/AppItpClient.remoteInvoke
at com/hp/ifc/net/itp/AppItpProxy.__objectInvoke
at com/hp/ifc/net/itp/AppItpProxy.__voidInvoke
at com/hp/ifc/bus/ps/PAppServerEntity.save
at com/hp/ifc/wf/AppEntityHome.save
at com/hp/ifc/wf/AppTransactionEx.commit
at com/hp/ifc/wf/AppEntity.saveEdit
at com/hp/ifc/ui/AppDataEntity.save
at com/hp/ifc/ui/AppDataDialog.onOKClick
at com/hp/ifc/ui/AppDialog.okClick
at com/ms/wfc/core/EventHandler.invoke
at com/ms/wfc/core/Component.fireEvent
at com/ms/wfc/ui/Control.onClick
at com/hp/ifc/ui/AppButton.onClick
at com/ms/wfc/ui/Control.wmMouseUp
at com/ms/wfc/ui/Control.wndProc
at com/ms/wfc/ui/Control$ControlWindow.wndProc
at com/ms/wfc/app/Window.callback
at com/ms/wfc/win32/Windows.DispatchMessage
at com/ms/wfc/app/Application$ThreadContext.runMessageLoop
at com/ms/wfc/app/Application.run
at com/hp/ifc/ui/AppConsole.main
or it may result into the following error:
array out of bounds exception
These errors occur when you use an assignment field on the sd_dataform command line.

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Defect Report | Description
SP5: |
ITSM004441 | Windows 98: lookup item menus disappear as soon as the mouse is moved
| Using service desk 4.0 and service desk 4.5 running on Windows 98, when for example a new service call is created, and any of the lookup buttons within the form is pressed,the lookup menu appears, which is correct. But as soon as the mouse is moved to select an entry of that menu, the menu disappears immediately without having the possibility to select an entry!
Note. Only the first time when creating for example a new service call the first lookup button clicked will function as it should.
Note. This problem does not occur on Windows NT 4, Windows 2000, or Windows XP.
ITSM004659 | Service Pages only searches for FAQ on the description field.
| When searching on FAQ using Service Pages the result of the search only represents records that qualify for the description field. On the Web page, it is specified that you can do a search based on the 'description' and 'information' fields but the search is actually performed only on the 'description' field. The 'information' field is ignored.
ITSM004794 | Maximum value in custom number fields is limited.
| Concerns every custom field used within service desk. Custom number fields in service desk allow 18 digits to be entered but Oracle or SQL-Server Database fields do not. For all number fields, the service desk client software allows you to enter 18 digits. However, in the database tables these fields are defined as 10 digits.
This has the effect that when entering a value that is too large for the field, it is converted to the maximum value that the database field can contain e.g. typing in 123123123123 results in 2,147,483,647 being recorded instead.
ITSM005135 | Service Desk hangs when creating a reverse Service Event Relation
| Tools > System > Data > Codes > General > Service Event Relation Type 1. Create new code (A) without Reverse Relation 2. Create new code (B) with Reverse Relation (A) and hit Save&Close Result: Service Desk Client hangs After stopping and starting the client you cannot relate an item to another item (again Service Desk Client hangs)
After Stop/Start the Application Server you can relate/add Service Event Relations
This only happens on a SQL Server database. With an ORACLE database the above error doesn't occur.
ITSM005234 | Cannot insert concurrent license key during log on to Service Desk
| During the log on phase of a concurrent user while no concurrent license is available. 1) When only using Named license key(s), a concurrent user is not able to log on to Service Desk. This is correct behavior. The user must fill in a concurrent license key before access to Service Desk is granted. However, the valid concurrent license key is not accepted and returns the error message "The license information is invalid".
NOTE: For similar problem see ITSM004796.
2)
After the 60 day's license keys for named and concurrent users are expired and you want to use Service Desk with only concurrent users, it's not possible to enter a concurrent license key, or to log on as the system user.
Entering a (temporary) named user license will allow you to access Service Desk, so you can enter the concurrent license.
When deleting the named user license again it's possible to log on to Service Desk as the system user or as a concurrent user.
ITSM005465 | Missing the legend labels within chart views, instead a number is shown
| View > Current view > Define views > Create a new chart view. After applying this view the legend labels are not shown in the chart view. Instead, the label number is shown, for example 3.094610004E9. This can occur when the Windows regional settings is changed to a setting that uses , as decimal separator and . or a space as the thousand separator, for example Russian, German, Norwegian, etc.
Keywords:
client
chart view
label
ITSM005473 | Smart actions cannot be modified or removed after upgrading SD40SP3 to SD40SP4
| Menu bar > Tools > System > HPOVSD > Business Logic > Action > Smart Action After upgrading from Service Desk 4.0 service pack 3 to Service Desk 4.0 service pack 4, the existing smart actions cannot be modified or removed. Copied existing smart actions also show the same behavior.
New smart actions can be added and modified.
queryAlterTableDropConstrain: ALTER TABLE REP_SORTED_ATTRIBUTE DROP CONSTRAINT RSA_SAP_OID_FK
queryAlterTableAddConstraint: ALTER TABLE REP_SORTED_ATTRIBUTE ADD CONSTRAINT RSA_SAP_OID_FK FOREIGN KEY (RSA_SAP_OID) REFERENCES REP_SMART_ACTION_PARAMS (SAP_OID)
this should be:
ALTER TABLE REP_SORTED_ATTRIBUTE DROP CONSTRAINT RSA_SAP_OID_FK
ALTER TABLE REP_SORTED_ATTRIBUTE ADD CONSTRAINT RSA_SAP_OID_FK FOREIGN KEY (RSA_SAP_OID) REFERENCES REP_SMART_ACTION_PARAMS (SAP_OID) ON DELETE CASCADE
__________________________________________
This problem only applies when using an Oracle database and could not be reproduced on a SQL-Server database.
__________________________________________
ITSM005582 | Fail over issue in multiple server environment
| Tools > System > System Panel > General Settings > Display logon screen on startup When you are using the "Display Logon Screen on Startup" a client who wants to connect to a non-active Application Server in a multiple server environment will receive the Logon Screen again. But the client should be redirected to one of the active Application Servers.
1. Set up three Windows servers
2. Configure one server with SQL 2000 as SD database server
3. Configure the other two servers (Server A and Server B) as SD application servers for the database server
4. Configure a client to connect to one of the two application servers (e.g. Server A).
5. Under SystemPanel/General Settings activate the setting "Display Logon Screen on Startup"
Now do the following tests:
Test I:
Log on with SD Client to Server A
Stop SD Service on Server A
-> Client connects automatically to Server B -> okay
Test II:
Log on with SD Client to Server A
Log off with SD Client from Server A
Stop SD Service on Server A
Try to log on to Server A with SD Client
-> Error message -> Logon Screen is presented again -> Server B can be
-> entered manually in logon screen -> not okay
Test III:
Log on with SD Client to Server A
Log off with SD Client from Server A
Shut down Server A
Try to log on to Server A with SD Client
-> Error message -> No new Logon Screen is presented -> Server B can
-> only be configured with client accounts tool -> not okay
Scenarios II and III should also be supported.
ITSM005628 | It is not possible to create a newApprovalVote using the WEB-API
| Web-API It is not possible to add new Votes for an Approval by using the Web-APIs. If you execute the following statement a "null" value is generated, but no Vote is created. IApprovalVote newVote = approvalVoteHome.openNewApprovalVote();
ITSM005632 | In Windows, the banner only displays the bottom half of the displayed message
| Service Desk Agent > Banner In Windows, the banner only displays the bottom half of the displayed message because of the larger title bar. For example when in Windows XP the Theme "Windows XP" is used the bottom half of the banner text is not displayed.
How to reproduce on Windows XP:
1) Set the Theme in Microsoft Windows XP to "Windows XP" via Menu > Start > Control Panel > Appearance and Themes > Display > Themes tab > Theme.
2) Start the Command Prompt and go to the directory <service desk home>\agent\bin\
3) Execute the banner application as: banner.exe This is a Test
4) The banner window pops up, but only displays the lower part of the text "This is a Test" and is therefore unreadable.
How to reproduce on Windows:
* Set the font size to for example 300%
On the desktop press the right mouse button and go to properties.
Go to TAB-page "Settings" and click the button "Advanced"
At Font Size select other in the combo box and fill in 300 %.
Restart Windows and start the banner as banner.exe /RED This is a test
* See that the bottom half of the text is not visible.
ITSM005633 | When an Incident is created via OVO-W the CI field is not populated.
| Environment: OpenView Operations for Windows (OVOW) version 7.1 Service Desk version 4.5.0588 When an "event" is registered in OVOW an incident can be created in Service Desk by starting the Service Desk Event integration (sd_event.exe). So OVOW executes the Service Desk Event integration to create an Incident.
Of course you can create an Incident manually in Service Desk by executing the Service Desk Event integration from the command prompt.
When OVOW creates an Incident in Service Desk automatically the CI field of this Incident is not filled in, but when the same Incident is created by running sd_event from the command line the CI is populated.
ITSM005649 | Unable to add the session name to the window title when using multiple sessions
| In service desk 4.0, when using multiple sessions, see administrator's guide chapter 7 for service desk 4.0 or chapter 8 for service desk 4.5, the /PROFILE parameter name was displayed in the window title. This to be able to distinguish between the different sessions.
The implementation of multiple sessions has changed in service desk 4.5, but now the PROFILE parameter name is NOT displayed anymore.
The chapter in the administrators guide has not changed at all from service desk 4.0. The original information on how to setup a multiple session environment is still the same.
ITSM005664 | Setting Assignment;To workgroup does not work
| Tools > System > Business Logic > Database Rules > Incident Create a database rule on Incident: - When created or modified - Status equals Completed Update Data Action:
Set Service call;Solution to value of Solution
Set Service call;Actual finish to System date
Set Service call;Assignment;To workgroup to value of Assignment;To workgroup
Now create an Incident and relate a Service Call to this Incident. Save the new Incident.
Open the new Incident and set the status to Completed.
The Service Call solution and actual finish are updated as defined in the DB Rule. But the Assignment;To workgroup is not set to
the value of the Incident.
The following message can be found in the logserver.txt file:
Tue, 13/05/2003 13:00:55 <RuleManager:Update> Rule: Test SC, Set Service call;Assignment;To workgroup to value of Assignment To workgroup,
Value: Current Product Engineering
Tue, 13/05/2003 13:00:56 <RuleManager Error:Update> Rule: Test SC Action: Test SC (Update Data) Entity: Incident
Tue, 13/05/2003 13:00:56 <Trace> Program error: changes cannot be saved, because the item was opened in view mode.
ITSM005685 | java.lang.NullPointer error while logging in with client.
| After running the SD application server for a while (and connecting to it with client machines) no client can log in anymore. A java.lang.NullPointer error is displayed at the client startup. This happens for all clients at the same time. Clients that are already connected to that server keep working normally.
ITSM005695 | Client support tool doesn't support "/settings" parameter
| If you have your user profile (user_settings.xml) located in a different location than the default, for example on a network path, the client support tool (sd_clientsupporttool.bat) does not retrieve the correct information and can return with an error message.
The client support tool does not support the "/settings" parameter and will always look for the user_settings.xml file in the default location.
ITSM005723 | The attribute (field) 'Manager' is not available in the Change Template.
| Tools > System >Data > Template > Change It is not possible to set a default value for the field 'Manager' in the Change Templates, because the field is not available.
ITSM005724 | Conversion of attachments during the service desk 4.0 to 4.5 migration fails.
| The following errors may occur during the migration of attachments from Service Desk 4.0 to Service Desk 4.5: Error 1: After upgrading from Service Desk 4.0 to Service Desk 4.5 service pack X and trying to run upgradeattachements.bat the following error is seen:
"You need to upgrade your software."
This error is seen for all Service Desk 4.5 service packs.
Error 2:
When running upgradeattachements.bat after migrating from Service Desk 4.0 to Service Desk 4.5 the following error was seen in the upgradeattachements.log file:
FAILED `\\windowsmachine\SD-Attachments\\Servicecall\12346\null' ---> `ftp://FTPmachine/new_SD_attachments/Servicecall/281479051870547/281479051870554'
If you look in the database in the REP_ATTACHMENTS table you will see that the AHS_BASENAME and AHS_ENT_OID columns are empty (null) for a record of a failed attachment.
Error 3:
The conversion of attachments from Service Desk 4.0 to Service Desk 4.5 service pack 3 with upgradeattachements.bat fails after approximately 500 attachments.
According to the logfile the FTP session stops suddenly with errors: The files cannot be found, NULL, and the session FAILED.
This error concerns only SD45SP3.
Error 4:
After running the upgradeattachements.bat and opening an attachment on a Service Desk 4.5 record (using the named attachment shortcut on the record), the following error could occur: "'FTP-error 550 123456789987456321'. The system cannot find the file specified..."
Error 5:
When running the upgradeattachements.bat the 'old_attachments_directory' is shown as C:\temp or another incorrect directory as follows:
------------------------------------------------------------------
old_attachments_directory = C:\temp
attachmentServerName = server.hp.com
attachmentServerUserName = name
attachmentServerPassword = *not null*
attachmentServerTargetFolder = /folder
usePassiveFTP = false
------------------------------------------------------------------
ITSM005733 | Service Pages with automatic SP account creation with non-English language fails
| Tools > System >Security > Access > Application Account When you use a non-English language and you create an Account / Password in the Service Desk Administrator Console with non-English characters you are not able to log on to Service Pages.
When you try to use the Account to log on you receive the error message: 'Access denied: incorrect account name or password. Click OK to retry to log on.'
ITSM005742 | java.lang.NullPointerException when relating a child record within a CI.
| Tools > System > Presentation > Forms > Configuration Items Create a Configuration Item Form with only Configuration Item Childs sets. The Configuration Item parents should NOT be added to this form. Then open a Configuration Item with this form and add a child to the Configuration Item.
After selecting the child and pressing the OK button an error java.lang.nullpointerexception message is shown:
java.lang.NullPointerException
at com/hp/itsm/configuration/cl/WFCiComponents.checkParent
at com/hp/itsm/configuration/ui/UICiComponent.onRelateRow (UICiComponent.java)
at com/hp/ifc/ui/fld/AppGridPaneField.relateClick (AppGridPaneField.java)
at com/ms/wfc/core/EventHandler.invoke (EventHandler.java)
at com/ms/wfc/core/Component.fireEvent (Component.java)
at com/ms/wfc/ui/Control.onClick (Control.java)
at com/hp/ifc/ui/AppButton.onClick (AppButton.java)
at com/ms/wfc/ui/Control.wmMouseUp (Control.java)
at com/ms/wfc/ui/Control.wndProc (Control.java)
at com/ms/wfc/ui/Control$ControlWindow.wndProc (Control.java)
at com/ms/wfc/app/Window.callback (Window.java)
at com/ms/wfc/win32/Windows.DispatchMessage (Windows.java)
at com/ms/wfc/app/Application$ThreadContext.runMessageLoop (Application.java)
at com/ms/wfc/app/Application.run (Application.java)
at com/hp/ifc/ui/AppConsole.main (AppConsole.java)
This problem does not occur when the Configuration Item parent set is added to the Form.
ITSM005747 | ACES doesn't import hierarchical structures (eg: location) correctly.
| Tools > System > "File" > "ACES IMPORT" When an export is done on a machine that has a hierarchical structure which is imported on another machine (or the same machine) only the last child is imported. (the lowest hierarchical child). For example:
When importing the following:
LOCATION1
- LOCATION1a
- LOCATION 1b
The result will be:
LOCATION1a
LOCATION1b
So the parent is never imported.
ITSM005748 | Importing Accounts that have roles related
| Tools > System > "File" > "ACES Import" When importing account information that has a role related to it the following message appears: For template entity-set values the following fields are required: to template.Warning: You are not allowed to view this template or this may have been deleted by another user.
........
........
Failed to set to value: '<value>'
Warning: For template entity-set values the following fields are required:
to template.
Reason : The account that is being imported has a field 'Role' with value set to 'Yes'.
This field is using a template 'Roles per Account' which does not exist.
ITSM005750 | The CI- and Service Event Relation Type codes can't be blocked.
| Tools > System > Data > Codes > Configuration Item > CI Relation Type Tools > System > Data > Codes > General > Service Event Relation Type When you try to block the CI Relation Type in the Administrator Console and this Relation Type is used in a relation stored in the "Related CIs" tab of a Configuration Item, the next error message appears: "The reverse relation type cannot be modified, because the relation type 'ci relation type' is used in existing relations."
Thus, you are not able to block a CI Relation Type which is desirable.
This also applies to Service Event Relation Type, thus when used for relations between Service Calls, Incidents, Problems and Changes.
For example:
1) First we create a new CI Relation Type Codes via Tools > System > Data > Codes > Configuration Item > CI relation type.
2) Now we select two existing Configuration Items, for example named CI-01 and CI-02.
3) Open one of the Configuration Items, like CI-01.
4) Select the "Related CI's" tab.
5) Add a new relation to this Configuration Item by pressing the "Relate" button.
6) In the New CI Relation Form enter the new "CI relation Type"
7) And for the "CI to" field enter the CI you want to relate to, in our in our example "CI-02".
8) Save the CI
9) Now try to block the CI Relation Type Code. The error message is shown.
ITSM005762 | Votes for approval can be set by creator of call for other persons.
| Servicecall > Approval tab When adding an approval vote for another person (approver), you can set the Approved field and fill in the Reason field. However only the approver should be able to access those two fields. How to reproduce: 1) Create a new Service Call.
2) Select the Approval tab
3) Set yourself as Initiator
4) Add a single Approval Vote and set the value for the Approved field to "Yes". Also enter some text for the Reason field.
5) Save the Service Call.
Only the assigned person should be able to modify these fields.
ITSM005766 | Exception selecting an explorer view with base or leaf containing a card view
| If you select an explorer view where the base or a leaf contains a card view you will first get the following exception: com.ms.wfc.core.WFCException: A circular control reference has been made. A control cannot be owned or parented to itself.
After clicking the OK button you will get another exception:
java.lang.NullPointerException
The problem occurs for any explorer view that contains a base or leaf based on a card view.
How to reproduce:
1. Create an explorer view, for example in Organization.
2. Select any item for Navigation, for example Status.
3. Select a table view as the Base View, for example All Organizations (Table).
4. Add a Leaf by clicking the Add button.
5. Select for example Addresses as the field. Add a new view by clicking the Add button.
6. Type a name and select Card as the View type.
7. Select some fields to use in the Card view, for example City, County/Region, Street 1, Zip/Postal code.
8. Click OK for all screens to save the views and apply the just created view.
Alternative:
3'. Select a Card view as the Base View.
4'. Click OK for all screens to save the views and apply the just created view.
ITSM005776 | "The attachment settings have not been entered" error despite valid settings.
| Tools > System > System Panel > Attachment Settings When the field "Target folder" on the Attachment Settings form is kept empty and you press the "Test connection" button the message "Connection successful." is returned. However if you attach files to a Service Desk entity (e.g. Service Call) the "The attachment settings have not been entered." error message is returned.
Note: An empty Target folder is interpreted as the current working directory.
ITSM005780 | Cannot access approvals via Service Pages.
| When using the Service Pages approval, the process fails if the ID is not displayed as pure number (e.g.: you are using a thousand separator: 5,124). The URL to the Service Pages approval is received by e-mail when an approval is assigned to a person.
This URL will fail:
http://<server name>:8080/sd-sp45/Approval.jsp?vWorkorder=5,124
This URL will succeed:
http://<server name>:8080/sd-sp45/Approval.jsp?vWorkorder=5124
So the thousand separator should be removed from the URL.
How to reproduce
On the Application Server:
- Configure the Service Desk outbound e-mail functionality.
- Include a thousand separator in the number format of the Regional Options of your Operating System via
(in Microsoft Windows) Start >Settings >Control Panel >Regional Options > tab Numbers, set Digit Grouping symbol to: ,
On the client
1)In the Advanced tab of the Options Form (Tools > Options) enable the option 'Send me e-mail if I need to approve an Item'
2) Make sure the Person used to log on to Service Desk has a valid e-mail address.
3) Create a new service call
4) In the Approval tab add yourself as initiator and Approver
5) Set '#of Required' votes to 1
6) Save the service call
7) You will receive an approval e-mail with the wrong URL.
ITSM005783 | Getting msg: is not a valid attribute in this integration context.
| OVO for Windows integration > sd_event OVOW uses a Visual Basic (ovo-sd.vbs) script that generates commandline parameters for sd_event. When a string with " (quotes) is used in the description or information field an error message is generated in sd_event.log:
'error'-message ' xxxxx: is not a valid attribute in this integration context'
Where xxxxx should be the Service Desk field name. But when the quotes are used in the field value the xxxxxx is part of
the field value parsed on the sd_event command line.
SERVER_RESPONSE=ERROR: <Server Name>:xxxxxxx: is not a valid attribute in this integration context.
ITSM005798 | ADO error when selecting a Table View in 2 byte character set environment.
| Service Desk client > Table View in 2 byte character set environment. Not all 2 byte characters stored in an attribute (field) can be shown in a Table Views causing an AdoException error. So some fields can contain more characters than the Table View can handle.
To reproduce:
1) Start the Service Desk client on a 2 byte character set Microsoft Operating System (e.g. Chinese or Japanese).
2) Select a Table View which contains multiple Service Calls. The description field should be shown in this View.
3) Create a new Service Call and fill in all required fields.
4) Fill in the maximum amount of characters for the description field.
5) Save the Service Call and return to the Table View.
6) Every time you try to refresh the Table View the AdoException error is displayed.
Error message:
"com.ms.wfc.data.AdoException: Unknown error (0x80040e21)" is displayed when selecting a View."
ITSM005804 | When creating a Subcontract Service Call the client hangs with jview at 100% CPU
| Service Desk > Service call > Open a Service call Open a service call that has a tab page to show sub contract calls. Make sure this tab is activated once. (So the view with subcontract calls is filled. Even when there are no subcontract calls)
In the form go to Actions > Create subcontract call.
A new service call screen is opened. Save the subcontract call.
The CPU of the Service Desk client will go to 100% CPU and the client hangs. You can only stop the client
with the Windows Task Manager End Task.
This also happens when using the subcontract option in an Incident form.
ITSM005809 | Only a few attachments are saved while adding multiple attachments.
| Menu bar >Tools > System > HPOVSD > System Panel > Attachment Settings Only a few attachments are saved when adding multiple attachments to a Service Desk entity when the option 'Save attachments in background' is enabled in the System Panel of the Administrator Console.
How to reproduce
1) Enable the 'Save attachment in background' option in the Attachment Settings of the System Panel.
2) Create several text files containing different text contents.
3) Open an existing, or create a new Service Call and attach all text files
4) Save the Service Call and wait some time to allow the files to be stored on the ftp-server.
5) Open the Service Call again
6) All attachments seem to be attached (shortcuts are available)
7) Open the attachments one by one via their shortcut.
8) Some attachments do open correctly and some attachment shortcut return the next error:
'FTP-error 550 <number>. The system cannot find the file specified..."
So only a few attachment files seem to be stored on the ftp-server. The amount is random.
ITSM005815 | Deleting multiple records of an entity like service calls, etc. is slow
| When you delete lots of records of a certain entity type, for example service calls, problems, work orders, changes, incidents, etc., the user interface of the client is blocked without any information as to what is happening. The time it takes to delete a couple of hundred entities is about a second per record.
This behavior is the same in views, and in the advanced find.
ITSM005816 | integration with OVOW using queueing returns wrong status
| OVO Windows Integration > Queueing tools When the dequeue.exe process is stopped in an abnormal way (Crash, or Stopped using the Windows Task Manager) the file running is not removed from the queue directory. From this moment on it is not possible to restart the dequeue process. It will always
generate the message "Queue is already running".
The command queuectl <queue> STATUS always returns status [RUNNING].
This can cause several thousands of job entries to stay in the queue directory.
This should be changed in a way that a detection is added to see whether the dequeue process is really still running or not. And if it is stopped it should be restarted.
ITSM005818 | Unable to verify if agent actions were successful
| It is currently impossible to get information about what actions have been performed or should have been performed by the agent. The information that would be very useful is: - what action? - from which application server? - was the action successful or unsuccessful?
- which rule triggered the action?
- is the acknowledgement of the action performed by the agent received by the server?
Keywords:
agent
monitor
debug
command execute action
ITSM005823 | DB Rule - Mailing to Workgroup with 1 member does not work
| Tools > System > Business Logic > Database Rules Create a database rule for one of the Service Desk entities with assignment fields (Example: Work order). Define an action for this Database rule to send an e-mail, and enter the assignment group as recipient
of the mail. (Example: Sent to: [Assignment;To workgroup])
When this group has only 1 member the mail is sent to this member of the group, but it also generates a
mail delivery error. This is caused by the fact that a comma (,) is added to the Sent To field.
(Example: person@hp.com,)
ITSM005827 | Unable to modify a reverse CI relation Type in a Configuration Item.
| Shortcut menu > CMDB > Configuration Item Tools > System > Data > Codes > Configuration Item > CI relation type When you modify an existing Reverse Relation in the "Related CIs" tab of a Configuration Item the "java.lang.ClassCastException: com/hp/itsm/common/cl/WFRelationType" error is displayed.
How to reproduce:
1) First we create two new Relation Type Codes via Tools > System > Data > Codes > Configuration Item > CI relation type.
2) Make these Relation Type Codes the reverse of each other. For example the codes "Contains" vs. "Is part of"
3) Now we select two existing Configuration Items, for example named CI-01 and CI-02.
4) Open one of the Configuration Items, for example CI-01.
5) Select the "Related CIs" tab.
6) Add a new relation to this Configuration Item by pressing the "Relate" button.
7) In the New CI Relation Form enter the "CI relation Type", in our example the record "Contains".
8) And for the "CI to" field enter the CI you want to relate to, in our in our example "CI-02".
9) Now save the CI
10) Select the relation you just created in the "Related CIs" tab and press the "Modify Relation..." button.
11) Now enter the reverse relation in the "CI relation Type" field, in our example the record "Is part of".
12) When you save the Configuration Item again, the "java.lang.ClassCastException: com/hp/itsm/common/cl/WFRelationType" error is displayed. The logclient contains the following stack trace:
<Trace> com/hp/itsm/common/cl/WFRelationTypejava.lang.ClassCastException: com/hp/itsm/common/cl/WFRelationType
at com/hp/itsm/configuration/cl/WFCiRelation.beforeUpdate
at com/hp/ifc/wf/AppEntity.saveEdit
at com/hp/ifc/wf/AppEntitySet.saveChanges
at com/hp/ifc/wf/AppEntity.saveEdit
at com/hp/ifc/wf/AppEntity.saveEdit
at com/hp/ifc/ui/AppDataEntity.save (AppDataEntity.java)
at com/hp/ifc/ui/AppDataForm.commandbarExecute (AppDataForm.java)
at com/hp/ifc/ui/CommandBarEventHandler.invoke (CommandBarEventHandler.java)
at com/hp/ifc/ui/AppCommandBar.onExecute (AppCommandBar.java)
at com/hp/ifc/ui/AppCommandBar.toolClick (AppCommandBar.java)
at com/hp/ifc/ui/toolbar/SSActiveToolBars/ToolClickHandler.invoke (ToolClickHandler.java)
at com/hp/ifc/ui/toolbar/SSActiveToolBars/SSActiveToolBarsEventMulticaster.ToolClick (SSActiveToolBarsEventMulticaster.java)
at com/ms/wfc/win32/Windows.DispatchMessage (Windows.java)
at com/ms/wfc/app/Application$ThreadContext.runMessageLoop (Application.java)
at com/ms/wfc/app/Application.run (Application.java)
at com/hp/ifc/ui/AppConsole.main (AppConsole.java)
ITSM005830 | Duplicate records are imported when using a combination of upper/lower chars.
| Tools > System > Data > Data Exchange > Data Exchange Task > Import When running an import job e.g. for persons and the persons that are being imported already exist in the database then the persons are inserted instead of updated. This only happens when the database Service Desk is connected to is an Oracle database. This does not occur on an SQL-Server database.
It has to do with the case-sensitivity. Oracle is case sensitive while SQL-Server is not.
When comparing the value from the xml file with the value in the database, the value from the xml file is changed to uppercase.
If the value in the database is not uppercase, the import thinks that the value does not exist and will create a new value.
ITSM005832 | Error "java.lang.ArithmeticException: / by zero" for value mapping Service type
| Tools > System > Data > Data Exchange > Import Mapping In the Import Mapping (Service), when pressing the "Values"-button for the "Service type" field in the Field Mapping for the Service entity the "java.lang.ArithmeticException: / by zero" is shown.
How to reproduce:
1) Create a new Import Mapping via Tools > System > Data > Data Exchange > Import Mapping
2) Enter the name of the Import Mapping, for example "MyImportMapping"
3) Press the add button for the Item Mapping section
4) In the "New External Class" Form:
- enter a value for the name field
- select the "Service" in the Item field
- use the default Service Template for the "Template to entity" field. Make sure the default template has all required fields filled in.
5) Press the OK-button.
6) In the Field Mapping section select the "Service type" field record and press the modify button.
7) In the Field Mapping - Service type Form:
- enter a value in the External Property field
- select "Text" for the "A reference to Item"
8) Press the "Values >>"-button and the "java.lang.ArithmeticException: / by zero" is shown.
ITSM005834 | sd_agent servername.subdomain.domain.com does not work as expected.
| Service Desk Agent Documents state that there are four ways to start an agent: 1) sd_agent (here Time To Live (TTL) is assumed to be 1) 2) sd_agent 5 (in this example TTL is set to 5) 3) sd_agent SDservername.domain.com
4) sd_agent 15.xxx.xxx.xxx (the IP address of SD server)
All above options will start the agent. However the issue is whether the server will start sending failed jobs queued earlier
to the agent that is started.
(1) and (2) work OK. That is, jobs in the failed Job Queues are resent to the agent once the agent is started.
The problem is with (3) and (4). Hence starting an agent while specifying the SD server name or IP address is NOT seen by that SD server when the agent is on another box.. That is the SD server does not start sending these queued jobs for that agent.
NOTE: the agent does start with the message:
NEW ClassLoader!
Classpath: lib\classloader.jar
------------------------------------------------------------------------
hp OpenView service desk 4.5
Copyright (c) 1998-2002 Hewlett-Packard Company. All Rights Reserved.
service desk agent: version 4.5.0588. Using port 50998
AppAgent: out of getServer() loop.
Again: the SD server does not send any of the previously queued tasks for that remote agent.
Here's how to reproduce
a) Create a DB rule to fire a banner when a ticket is created on an agent (the agent should be on a separate box).
b) Start the agent as:
sd_agent
Note: that agent is detected in logserver.txt file
c) Create a record and the banner is displayed
d) Stop the agent
e) Create other tickets
Note: since agent is down, all banner jobs are queued on the SD server
f) Start the agent using the notation:
sd_agent sd_servername.domain.com
Note: waited close to 40 minutes and no banner was displayed on the machine where the agent is running
Conclusion: none of the failed jobs were sent to the agent.
Now if you go back and stop the agent and start the agent using the first two ways, then all failed queued jobs are sent to the agent.
ITSM005849 | No carriage returns in information field when inbound mail contains German chars
| Tools > System > System Panel > E-mail When an e-mail is sent to Service Desk with a body text like this: ------------------------------ Test Test
Test
------------------------------
The information field of the Service Call is OK. It contains all tabs and carriage returns the e-mail message does. But when the e-mail body contains a German character this goes wrong. So, when the body text is like this:
------------------------------
Test ö (German chars)
Test
Test
------------------------------
This will be recorded in the information field like this:
Test ö (German chars) Test Test
ITSM005856 | For Related CI's, delete-key acts as a Modify Relation and not as an Unrelate.
| Shortcut menu > CMDB > Configuration Item When you try to unrelate an existing Reverse Relation in the "Related CI's" tab of a the Configuration Item by using the delete key on your keyboard, the form is opened as if you pressed the to "Modify Relation..." button.
How to reproduce:
1) Select two existing Configuration Items, for example named CI-01 and CI-02.
2) Open one of the Configuration Items, like CI-01.
3) Select the "Related CI's" tab.
4) Add a new relation to this Configuration Item by pressing the "Relate" button.
5) In the New CI Relation Form enter an existing "CI relation Type".
6) And for the "CI to" field enter the CI you want to relate to, in our in our example "CI-02".
7) Now save and close the CI ("CI-01").
8) Open the other CI, "CI-02".
9) Select the relation you just created in the "Related CI's" tab and press the <delete> button on your keyboard to unrelate the selected relation.
10) The CI Relation Form is shown which allows you to modify the relation.
ITSM005861 | Auto Format does not work correctly with European Regional Settings.
| Windows OS ->Start > Settings > Control Panel > Regional Options When the regional settings for number are set as follows: Decimal Symbol: , Grouping Symbol: . the Auto Format function with the To Deadline fields of the views does not work correctly.
Swapping the Symbols (comma to period and the other way around) works around the problem. It is not necessary to restart the client when doing this. Service Desk should use the regional settings of the logged in user and not that of the Operating System.
How to reproduce:
1) Set the Decimal Symbol of Regional Options of Number to: ,
2) In Service Desk open a Service Call table view
3) Add the "to Deadline" field to the view
4) Customize Current View
5) Press Button: "Auto Format..."
6) Add a new condition
- Color = Red
- Condition: "to Deadline" is less than 0:01
7) Press Ok button
You see all Service Call records turned red.
ITSM005867 | Unrelating a Configuration Item does not remove the reverse relation.
| Shortcut menu > CMDB > Configuration Item Tools > System > Data > Codes > Configuration Item > CI relation type When you unrelate an existing Relation in the "Related CIs" tab of a Configuration Item, the relation is still shown in the other Configuration Item. This problem only applies when the used CI Relation Type code does not contain a reverse relation.
How to reproduce:
1) First we create a new Relation Type via Tools > System > Data > Codes > Configuration Item > CI relation type.
2) Make sure the Reverse Relation field is empty and save the CI relation type.
3) Now we select two existing Configuration Items, for example named CI-01 and CI-02.
4) Open one of the Configuration Items, like CI-01.
5) Select the "Related CIs" tab.
6) Add a new relation to this Configuration Item by pressing the "Relate" button.
7) In the New CI Relation Form enter the newly created CI relation type in the "CI relation Type" field.
8) And for the "CI to" field enter the CI you want to relate to, in our example "CI-02".
9) Now save this CI.
10) Select the relation you just created in the "Related CI's" tab and press the "Unrelate" button.
11) Now save the CI again.
12) Open the other Configuration Item, CI-02.
13) Select the "Related CIs" tab and you see the relation still exist while it does not in the original CI.
ITSM005888 | Exception when trying to open Scheduled Tasks in Administrator Console
| Tools > System > Business Logic > Scheduled Tasks After upgrading from Service Desk 4.0 to 4.5, the tasks scheduled in Service Desk 4.0 display the following error message when you try to open them in the Service Desk 4.5 Administrator Console.
How to reproduce:
1) In Service Desk 4.0 an active Database Rule has created a Scheduled Task which will still be scheduled once upgraded to Service Desk 4.5.
2) Upgrade to Service Desk 4.5.
3) Go to the Scheduled Tasks View in the Administrator Console.
4) Open the Scheduled Task which was scheduled in Service Desk 4.5 and the AppStreamException error is displayed.
Error message:
com.hp.ifc.io.AppStreamException: Unable to deserialize an object (com.hp.ifc.ev.dbrules.AppScheduledRuleActionsInfo)
ITSM005893 | Incorrect time in Service Pages when using "Armenia Time (Yerevan)" time zone.
| Time Zone Setting: using GMT +4 (Armenia Time Zone) Whenever a call is submitted using Service Pages it never shows the correct time. It adds one hour to the local time. When retrieving the call in the Service Desk client the correct times are displayed.
To reproduce:
- Create an account with the time zone Armenia Time.
- Log a call in Service Desk and save it
- Now retrieve the call in Service Desk and in Service Pages
- Compare the dates history lines between these 2.
- You will see that there is a difference in the times of 1 hour.
ITSM005896 | Violation of PRIMARY KEY constraint 'PER_PK'.
| To reproduce : Shortcut bar > create new service call - Assignment From Workgroup is automatically filled - Assignment From Person is automatically filled - Assignment To Workgroup is automatically filled
Empty the "From Person" field
Select a "To Person" from the list box (From Person is automatically entered.)
Save the service call
Error message:
ADO ERROR: com.ms.wfc.data.AdoException: Violation of PRIMARY KEY constraint
'PER_PK'. Cannot insert duplicate key in object 'ITSM_PERSONS'.Error for query:
INSERT INTO itsm_persons
( per_oid
,per_searchcode
,per_name
,per_sendmemailifineedtoapprove
,per_allowinassignment
,per_allowemail
,per_notselectable
,per_lockseq
) VALUES (...)
ITSM005898 | Carriage Returns are not exported to Microsoft Excel.
| File > Export > To a file > Microsoft Excel When exporting Table View data, the carriage returns aren't exported. Shortcut bar > Service call > select a Table View - Modify a Table View of Service Call to contain only the ID and Information field
- File > Export
- Select option "To a file". Press Next button
- Select "Microsoft Excel". Press Next button
- Enter: "C:\Temp\Servicecall.xls" for the Excel file and press Next button
- Press Finish button
- Open the excel file and you will notice that no carriage returns exists any more in the information field
This worked in Service Desk 4.0 and not anymore in Service Desk 4.5.
ITSM005904 | CI relate button in Work Orders is not working as it should.
| Shortcut bar > Work Order In Service Desk 4.5 SP4 a change has been implemented to drag & drop multiple Configuration Items into the Configuration screen of Work Order (see ITSM005024). Also two extra buttons were added, the "Relate" and the "Unrelate" -button, of which the "Unrelate" button is never activated. When pressing the "Relate" button nothing happens.
To reproduce:
1) Open an existing Work Order
2) Select the "CI / Outage" Tab.
3) Add a Configuration Item Outage record
4) Select the Configuration Item Outage record. The "Unrelate" button is not enabled
5) Press the "Relate" button, nothing happens.
ITSM005929 | UI rule no longer activates another UI rule
| Tools > System > Business Logic > UI Rules How to reproduce: 1. Create two rules for example for Service Call - Rule 1: triggers when 'Assignment; Status' is set to the value 'Accepted'. This updates the 'Status' field to 'In Progress' - Rule 2: triggers when 'Status' field is set to all values except 'Registered' and 'Closed' with a pre-condition where 'Actual Start' is empty. This updates the 'Actual Start' to the system date and time.
2. Create a new Service Call, make sure the default status is 'Registered' and that the 'Actual Start' is not filled.
3. Open the 'Assignment' screen and notice that the 'Status' is changed from 'Registered' to 'In Progress', but that the 'Actual Start' is not filled with the current system date and time.
Keywords:
rule manager
client
ui rules
ITSM005947 | Localized Service Desk sorts cache files according to language used.
| Service Desk Application Server, Client, Service Pages When using a localized, non-English version of Service Desk, the non-localized cache (e.g. License.chc, SupportHours.chc) is being sorted (alphabetically) according to the language used. This can cause problems because fields in the non-localized cache files are shifting position and will return wrong data to the application.
When you log on to Service Desk this can cause an "Invalid license key" error message. This might also cause performance issues when using different localized Service Desk clients (e.g. Dutch and English).
ITSM005954 | Unable to get detailed http event information
| It is currently not possible to get detailed information about what http events have been received by the application server and from where they originated. The information that would be very useful is: - what action? - from which source? - more detailed information if the event was handled unsuccessful?
Keywords:
application server
monitor
debug
http event
ITSM005955 | Unable to get information regarding the task manager
| It is currently not possible to get information about the task manager that handles for example database rule tasks, cache updates, and scheduled tasks. The information that would be very useful is: - how many tasks have been handled? - how many tasks are currently queued?
- how many threads are used to handle the tasks and how many are currently active?
Keywords:
application server
monitor
debug
task manager

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Defect Report | Description
SP6: |
ITSM004216 | Filter selects incorrect data
| Views > Current View > Define View 1. Select "Define Views" in the Service call Views 2. Create New View 3. Set up "Actual Start" = "today" in the filter 4. Create a Service call and set the "Actual Start" field to today (10/19)
5. View shows calls with Actual Start equals today (10/19)
6. Manually change system date to tomorrow (10/20)
7. Create a new Service call and set "Actual Start" field to today (10/20)
8. Press the Refresh (F5) key, the View shows yesterday's (10/19) calls ONLY. (It should show today's calls)
9. When you logout and login again, the view shows today's (10/20) calls -- which is correct.
(When date change is NOT done manually )
6. Set system date to 23:55 (date set to today 10/19). View showing Service calls with Actual Start equals today (10/19)
7. After 5 minutes, date changed to 10/20 (today). Create a new call. View shows both yesterday's calls (10/19) & today's calls (10/20)
8. After pressing F5 key, View still shows both dates -- yesterday's calls (10/19) & today's calls (10/20)
9. When you logout and login again, the view shows today's (10/20) calls -- which is correct.
ITSM005149 | Can't accept time 00:00 or 24:00 in time field
| It is not possible to enter either 00:00 or 24:00 in a time field. 00:00 is replaced with 12:00 and 24:00 is replaced with 12:00 the next day. To reproduce: Tools > Advanced find > Tab page Advanced Search condition:
Field: Actual Start
Operator: on or after
Value: if input 00:00, it will auto change to 12:00; if input 24:00, it will be changed to 12:00 the following day.
ITSM005177 | 64K field - 'read only resultset' error - using a 2 byte character set
| 64K custom:<Data Access> Invalid operation for read only resultset: updateString Tools > System > Data > Custom fields > Service call Activate the 64K custom field for service call. Add this field to one of the forms. Open or create a new service call and enter more than 4000 characters. When this record is saved the following error message is generated:
Invalid operation for read only resultset: updateString
The following error message can be found in the logserver file:
<Data Access> Invalid operation for read only resultset updateString
This happens only with an Oracle database in combination with a 2 byte character set language.
SQL Server works correctly.
ITSM005273 | Support of Service Desk 4.5 with Oracle 9.2.
| In the Service Desk 4.5 Supported Platforms List on http://openview.hp.com/sso/ecare/getsupportdoc?docid=OV-EN007678 the Database Servers Oracle 8.1.7 and 9i (9.0.1.00) are listed. However we would like to request that Service Desk 4.5 with Oracle 9.2 is also supported.
Note 1:
Oracle 9.2 is also known as Oracle 9i release 2.
Note 2:
Service desk has only been tested for the character sets 'WE8ISO8859P15' and 'UTF8'.
For more information about supported character sets see the 'Installation_Guide.pdf', paragraph 'Oracle Settings', page 43 provided on the original service desk cd-rom.
Note 3:
Connection errors can occur when the version of the Oracle JDBC driver in the file classes12.zip, located in the <Oracle home>\jdbc\lib folder, differs from the version installed on the Service Desk application server (...\server\lib). The classes12.zip file and the Oracle libraries can only communicate when they are both of the same version. To resolve this problem you have to replace the classes12.zip in the <service desk installation folder>\server\lib folder by the classes12.zip file located in the Oracle home folder (default for the Microsoft Windows platform: C:\oracle\ora92\jdbc\lib).
ITSM005441 | Person Search Code is still acting inconsistently.
| Organization Shortcut > Person Whenever you modify the searchcode of a person using the listbox, the searchcode is pasted in the person record that is next opened. How to reproduce: Open an existing person record. Then select the listbox for searchcode and select the first entry in the list box. Now save the new person record. Then open another person record and click on the listbox. The searchcode entry of the previous person record is pasted in the searchcode field of the newly opened person record.
ITSM005785 | Hanging application server when updating roles
| An application server hangs at 100% CPU usage when you are updating a Role (modifying Access rights) or relating a template. It is not necessarily the application server where the change is performed that hangs. This occurs on an environment with lots of Folders and Roles.
To reproduce:
Tools > System > Security > Access > Role
-Modify something on a role
-Log in using an account (doesn't matter which). You will notice it takes some time to start the client
-Now log in again with an account (doesn't matter which). You will notice that it is significant faster when starting the client
-Now modify something on a role and log in again. Again you will notice that it takes some time to start the client.
The reason for this:
- Every time a client logs in, the server checks whether its role cache needs to be refreshed. If so it will query ALL the role and authorization information from the database. Every little modification of the authorization will tell the server it needs to refresh its cache.
ITSM005794 | Work Orders not created when using the email New command.
| If a Service Call template for use with the New email command contains a Work Order, the Service Call will be created but the Work Order will not. To reproduce this problem: 1. Set up a Service Call template to be used for the New email command.
2. In this Service Call template relate a Work Order template to the "Workorders" field of the SC template.
3. Create a new Service Call by sending an email to Service Desk with the "New" command in the email subject field.
4. The Service Call will be created but no Work Order will be created and related to it.
If the Service Call is created with the Service Desk client using the same template, the Work Order is created and correctly related to the Service Call.
ITSM005796 | Request to disable screen prompts during execution of the sd_export utility.
| Tools > System > Data > Data Exchange When using the sd_export facility to extract records from a Service Desk Oracle database and the database is unavailable then a pop-up window is displayed saying: 'Could not get DB connection to: jdbc:odbc:Service Desk, user: reporting
ErrorNumber: 5000 '
User interaction is required because a <QUIT> button is displayed on the pop-up. This is undesirable when this utility is started via a batch command. It should therefore be possible to disable screen prompts during execution of the sd_export utility.
ITSM005820 | The ui-rule 'Make empty' does not work when the field does not exist on the form
| Tools > System > Business Logic > UI Rules > Servicecall Make these UI rules: 1) condition: Assignment, Assign To Person, exists Update command: Update solution, Set Solution to value of Assignment To Person 2) condition: Assignment, Assign To Person, doesn't exist
Update command: Update solution, Make Solution empty
You will see that these UI rules work fine when testing it.
Now go to: Tools > System > Presentation > Forms > Service call
Copy the default form and remove the solution field from the copied form.
Now test the above UI rules again (check the result in a table view) on a Service call opened with the copied form. You will notice that the fill-rule works but the make-empty rule doesn't work as long as the field is not on the form.
ITSM005833 | Differences in time stamp between History and Analyzed Data
| Tools > System > System Panel > Report Settings > Tab page General Check 'Enable 'on Save' Refresh of Analyzed Data'. Open a record and change the status of this record. This will create a history line with the current date time in the created field.
Now wait at least 1 minute and then save the record.
This will trigger the creation of analyzed data for the record. But instead of taking the date time that is shown in the history line, the
modified date (date time when save is done) is used in the analyzed data record.
When you perform a 'Refresh Analyzed Data' the date time from the history line is used in the analyzed data record.
This is wrong. For both methods the same date time stamp should be used.
ITSM005868 | Cannot remove Successor/Predecessor relationship in Change record.
| You have created a project, added changes and related the changes to each other using Predecessor/Successor tab of change. Now when you look at the Predecessor view in the Change Order, you cannot remove the predecessor even as the system admin. The "remove" button is greyed out.
How can you break a change order dependency?
To duplicate the issue.
1. Create a project
2. Inside the project create 3 changes
3. Add the predecessor from Change 3 to 2 and 2 to 1.
4. Save the project.
5. Open the any of the three changes and you can not remove the relationship.
6. Now unrelate one of the changes from the project and you will find that the change unrelates ok but the predecessor relationship remains because you can delete the relationship.
7. Now try to relate the change again and you will get the following error:
You must remove the predecessor change(s) of the current project first.
ITSM005875 | Wrong deadline in outbound email.
| Tools > Options > Advanced > Send me e-mail when items are assigned to me. This occurs when the 'Send me e-mail when items are assigned to me' is selected in the 'Advanced' tab of 'Options'. When an item (for example a Service call) is assigned to a person, if that person has selected this option then an email will be sent to him.
That email contains information about the Service call, including the deadline.
The deadline is not always correct.
By contrast, it is possible to set up a database rule that will send the person an email with the same information.
The deadline in this email will be correct.
As an example, a database rule can be set up as follows:
1. Navigate to Tools -> System -> Business Logic -> Database Rules
2. Select the required item (for example Service call)
3. Right click and select 'New Database Rule'
4. Continue the steps to add the database rule according to your requirements until you get to "Which actions do you want to be performed?'
5. Click 'Add' and select 'Send e-mail message'.
6. Enter the required details for the email. In the 'Send to:' field use the 'Field' button to enter [Assignment;To person;E-mail]. The 'Field' button for the 'Message' field can be used to add [Deadline] amongst other information that is required to be sent.
ITSM005884 | Concurrent license users can cause slow performance via Service Pages.
| Service Pages An increase of the load on the Service Desk application server can be encountered when multiple concurrent users are logged on via Service Pages. This can result in an overall slow performance and can also block other concurrent users to log on via the Service Desk client.
These problems are caused by Service Pages (and the web-api) not checking the number of used concurrent licenses, like the Service Desk client does.
For example:
You have 5000 concurrent user licenses.
Currently there are 2000 users logged on via the Service Desk client, and 3000 users logged on via Service Pages.
The next concurrent user trying to log on via the Service Desk client gets a message stating the maximum number of licenses has been exceeded.
However if this user can successfully log on via Service Pages (no message is shown).
In combination with defect ITSM006182 this can seriously impact the responsiveness of the Service Desk application server.
ITSM005894 | The time zone: "Armenia Time (Yerevan) NET" must use DST.
| Whenever the time zone "Armenia Time (Yerevan) NET" is used there is a difference in display in Service Desk and Service Pages of the same call. It seems that Service Desk doesn't use a Daylight Saving Time while Service Pages does. These results should be the same.
To reproduce:
- Create an account with the time zone Armenia Time.
- Log a call in Service Desk and save it.
- Now retrieve the call in Service Desk and in Service Pages
- Compare the history lines between these two.
- You will see that there is a difference in the times of 1 hour.
ITSM005897 | Related WOs in a template are not created when using sd_event.
| Tools > System > Data > Data Exchange > Data Exchange Task > Import When importing data by sd_event using a Template that has other Templates related to it (e.g. Service Call Template has Work Orders related) the related entities (workorders in this example) are not created.
To reproduce this issue:
* Create for example a Service Call Template with Workorder templates related
* Start an sd_event from the commandline that uses this Service Call Template.
* See that when the Service Call is created no workorders are related to this Service call.
This is also the case for workorders with CIs related.
ITSM005915 | Query Builder error when defining field Category (Service Today) Parent in view
| Shortcut Bar > Service Desk > all modules: e.g. Service call When choosing the field Category (Service Today) Parent when creating a new or modifying an existing view the following error occurs when trying to apply the view: "Query Builder cannot join tables 281480896315417 and 559218698.
Check relations between rep_codes and itsm_codes and on primary key."
After clicking OK the view is gone.
How to reproduce:
Menubar > View > Current View > Define Views (or Customize Current View).
In View Summary, select Fields.
In Fields, select Category (Service Today) Parent, and click Add.
Click OK to close the Fields window.
Click OK to close the View Summary window.
In Define View click Apply View.
Now error pops up.
ITSM005917 | Incorrect functional ID in Database Rules or Smart Actions parameters
| Tools > System > Business Logic > Actions > Smart Action There have been some Database Rules and Smart Actions defined that use the Incident Id (Parameter [ID] in the Database Rules and the Smart Actions definitions). The problem is that the Incident ID is given using the number format of the user that launches the Smart Action (or the system user for the Database Rules).
For example, for the Incident ID 1234, the parameter value is 1,234 because the grouping symbol is the ',' character, and numbers are grouped by 3 for these users.
In such cases, the applications launched by the Database Rules or Smart Action cannot retrieve the Incident using the Service Desk JAVA Web API.
The number format should be used for presentation only, but not for Database Rules or Smart Action.
To Reproduce:
- Create a new Smart Action for Service Call
- For application starts Notepad
- Enter for the Parameter: number=[ID]
- Make sure you have used a symbol for the thousand separator: Tools > Options > Number Formats > Grouping Symbol
(this is normally a comma or a dot)
- As the system user open a service call with an id which is greater than 1000
- Go to Actions and select the newly created Smart Action
- It will attempt to start Notepad with the file number=<the service call id number with thousand separator>
- The thousand separator should not be used here.
ITSM005934 | A related Entity in a Template is not created when using the WEB-API.
| Tools > System > Data > Templates > Entity Type When creating an entity (e.g. a Service Call) via the Web-API, which makes use of related Templates, the related template is not created (see also ITSM005283) How to reproduce: 1) Locate the Template for Service Calls being used for Service Pages.
2) Open the Template and relate an existing Change (Problems / Changes line in the Template).
You do this by relating a Change Template and then decide to link it to an existing Change number.
3) Save the Template.
4) Log a Service Call (request) via Service Pages.
5) Open the just created Service Call via the Service Desk client. The Service Call has been created but not the related Entity.
ITSM005938 | Using 'current person' in Requestor field, Work Orders cannot be related
| Tools > System > Data > Template > Work Order predecessor Tools > System > Security > Prevention > Required fields > Workorder > set the field 'Requestor' to always required. Within a Work Order predecessor Template you cannot use a Work Order Template having 'current person' selected for Requestor.
How to reproduce:
1) Create a Work Order Template and select 'current person' in the Requestor field.
2) Create a new predecessor Template via Tools > System > Data > Template > Work order predecessor.
3) Select 'Creating new using template'.
4) Now select the just created Work Order Template.
You'll get an error message which displays "You can only use templates here with all required fields filled in"
Workaround:
You can work around this problem by creating Work Order Templates, using an 'Existing value' and selecting an existing Person for the Requestor entry. You then create a predecessor Template by using these Work Order Templates. Save all Templates.
Next, modify the Work Order Templates and NOW switch Requestor from 'Existing value' to 'current person'.
ITSM005970 | Advanced find problem introduced in Service Desk 4.5
| F2 -> Advanced Find Workorder In Service Desk 4.0 the following search was possible: 1. Open advanced find in the work order area. 2. Select advanced tab. 3. For Field select: Change-template-template
4. Select equals
5. Press the quick find button.
6. Select a valid change template to find all work orders open under changes with a certain change template types.
In Service Desk 4.5 you will get work order templates and you cannot select any change templates.
ITSM005978 | Error icf_cod9_oid appears more then once in result trying to save new incident.
| any unpacked service pack > service desk 4.5 service pack x\doc\Data Dictionary\html > table: itsm_inc_custom_fields ADO ERROR occurs when trying to save an Incident that contains the following custom fields: Incident Code 1 Incident Code 9 Incident Code 10
After filling in two custom fields (Incident Code 1 and Incident Code 10) and saving and opening the Incident again the not filled in custom field (Incident Code 9) is filled but should be empty.
The problem:
The mapping of columns in ServiceDesk40 was wrong, both fields Incident Code 9 and Incident code 10 in Service Desk were mapped to column icf_cod9_oid of table itsm_inc_custom_fields. So both fields were saved in the same column (they will overwrite each other if one of them is changed on the UI)
ITSM005981 | Wrong date format with Lithuanian regional options...
| Windows OS > Start > Settings > Control Panel > Regional and Language Options When you switch to Lithuanian regional settings all numbers in service desk are shown with decimals. Service desk > Tools > System > HPOVSD > Security > Access > Application Account > pick an account >
Even when data, time and number formats in service desk are adjusted, all numeric values in service desk are shown with decimals.
When making for instance a new service call with an automatic 'Actual Finish' date the following error occurred:
"The date you have typed in invalid. Please type a date using <...>. For example <...>.
ITSM005988 | Value mapping for Organizations is not possible in Service Desk 4.0 and 4.5.
| Tools > System > Data > Data Exchange > Import Mapping In Service Desk 3.0 it was possible to map values to an Organization. This feature could be used to map city names to an Organization for example. In Service Desk 4.0 and 4.5 this is no longer possible. The <VALUES> button is grayed-out and therefore the value mapping is not possible.
See also ITSM004104.
To reproduce:
1. Create a new import mapping
2. Fill in a name
3. Add an Item mapping and give it a name and the Item person and select a template
4. Go to the field mapping Organization
5. Select it and press the <modify> button and see that the <values> button is grayed-out.
ITSM005993 | Service Pages is slow when creating or opening a Servicecall
| Service Pages > Servicecall full list > open a call Whenever you select an existing Servicecall in Service Pages then much of the CPU of the server is used for queries to retrieve Services and Configuration Items. This happens every time you select a Servicecall.
ITSM005995 | With IDs on creation, entities are getting wrong entity IDs in forms
| SD > Services Today This happens in Service today. An example: In service today, with a table view, when an existing servicecall in the view is highlighted if you click on a new incident (via the arrow in the top left hand corner), you can choose which form to use for incident.
However, the problem occurs at the moment the new incident form is launched. This new incident comes with the next Servicecall ID in the sequence.
If you then try to save this incident without filling in the mandatory fields, then it will say 'for SERVICECALL you need to fill in these fields (eg Description).
ITSM005998 | Application server is not accepting new connections
| The application server that is used as the main client and api server refuses new incoming connections after a certain time. The time that it takes before this occurs varies between a couple of minutes to a couple of hours, to even days. The symptoms are besides that no new connections can be made that after a few minutes existing connections also fail, and that in the logserver of this server, and of the servers that are in the multiple server pool, the following message occurs:
Mon, 08/09/2003 11:27:58 <Server Health> Got exception:Failed communicating with the server. while pinging the server: <server name:server port>
The api integration application used creates a new session for every time the integration is started, and this could be from 1 to 60 or even more times per minute. The api integration application is also used in parallel, meaning multiple connections can be made at the same time. When the information is retrieved, inserted or updated, the api integration application stops.
All clients also connect initially to this server. This, with the above seem to cause the problem on the application server.
ITSM006001 | Scheduled outages for periodic outages that cross midnight
| Service Desk has a problem with scheduled outages for periodic outages that cross midnight (in the time zone of the OVO server). Specifying an outage from "23:00 to 01:00" will result in an invalid entry in the OVO outage template file. Currently when setting outage planning from: 23:00 to 01:00, the timetemplate
will be generated as follows:
TIMETMPLCONDS
TIMETMPLCOND
TIMECONDTYPE Match
TIME FROM 23:00 TO 01:00
WEEKDAY ON Monday
DATE FROM 02/26/2003 TO 02/26/2004
The correct syntax, however, should be something similar to:
TIMETMPLCONDS
TIMETMPLCOND
TIMECONDTYPE Match
TIME FROM 23:00 TO 23:59
DATE FROM 02/26/2003 TO 02/26/2004
TIMETMPLCOND
TIMECONDTYPE Match
TIME FROM 00:00 TO 01:00
DATE FROM 02/26/2003 TO 02/26/2004
ITSM006002 | Missing part of the parameter part when ACES export used for smart action
| Tools > System > Data > Aces To reproduce: * Create a new smart action. Service Desk Form is used for Application. "Incident Essentials" "ID=[ID]" is used for Parameters.
* Create a new ACES View that includes only above new smart action.
* Create a new ACES Group that includes only above new ACES View.
* Save as Sample1
Tools > System > File -> ACES -> ACES export wizard
* Select sample1.
* Start export.
The result shows '<PreText>"Incident Essentials" "ID=</PreText>' which is correct, but the ID object is not "mentioned" in the xml-file.
After importing the created xml-file the [ID] part (object) is also not there.
ITSM006004 | Sd_exchange with export_import param does not work
| After installing Service Desk the (Out-of-the box) sd_exchange cannot run the export_import command, the export is executed but the import part is NOT.
ITSM006008 | No deadline calculation when modifying impact or priority of a saved Incident.
| Shortcut menu > Service Desk > Incident After an Incident has been saved, no deadline will be calculated when you modify the value of the Impact or Priority field. How to reproduce: 1) Create a new Configuration Item, which is not related to an Service via Shortcut menu > CMDB > Configuration Item
2) Create a new Incident via Shortcut menu > Service Desk > Incident and enter the just created Configuration Item.
3) The default Service Level applies. When modifying the value of the Impact or Priority field the Deadline is recalculated.
4) Now save and close this Incident.
5) Open the Incident again and modify the value of the Impact or Priority field. Now the Deadline is not recalculated.
ITSM006009 | Update all problem with required fields.
| When using "update all" functionality to change values of multiple records, specific values were automatically being changed (emptied) to reproduce : Tools > System > Presentation > Search > Configuration Item In the quickview add "Category" and "Category Parent"
In a Configuration Item View select a few records that have category filled in.
Right click and "update all" and immediately press OK without changing any values.
Category value will be changed (emptied)
ITSM006028 | In SP it is unclear whether the queries for the full list views are ready or not
| Service Pages > Service call > Service calls (full list) In Service Pages it is unclear whether the full list or restricted list have finished with their query or is still busy when the end result is that no records have been found.
ITSM006040 | Support of Service Desk 4.5 on Windows Server 2003 Enterprise Edition (32bits).
| Request to fully support Windows Server 2003, Enterprise Edition (32bits) for Service Desk 4.5. In the Service Desk 4.5 Supported Platforms List on http://openview.hp.com/sso/ecare/getsupportdoc?docid=OV-EN007678 the Service Desk Client, Application Server and Event Communicator (which consists of sd_event, Service Desk Event queuing, Service Desk Agent, Service Desk Rule Manager) is supported for several Microsoft Windows platforms.
However we would like to request the support of Service Desk 4.5. on Microsoft's Windows Server 2003, Enterprise Edition (32bits).
ITSM006043 | Servicecall cannot be closed when the related WOs are closed.
| Integrations > sd_event When "Wait for Workorder completion" is checked and workorders related to for example a servicecall are closed, then the servicecall cannot be closed by using sd_event. This is also the case with incidents/WOs. It does work when the "Wait for Workorder completion" is unchecked.
ITSM006045 | Service Event relation fails to import during migration
| Tools > System > Data > Data Exchange > Data Exchange Task > Import When migrating from ITSM 5.7.3 to Service Desk 4.5 Service Pack 4 the import of service event relations failed with following error message: While processing CL_PR_RELATED_SC (id = 1):
Critical internal error during processing
ITSM006054 | Using 'Deny IP addresses' in the Server Configuration disables load balancing
| Using the 'Deny IP addresses' function in the service desk server settings editor 'ITP' tab disables the load balancing. Clients will not be re-directed to other application servers. For example: server A - weight 1 - enable accept clients - no deny IP addresses for ITP
server B - weight 1 - enable accept clients - no deny IP addresses for ITP
server C - weight 1 - enable accept clients - Deny IP addresses: <IP address of a client>
The list of servers in the rep_servers table after starting all app.servers:
server A
server C
server B
srv.dat file on client shows:
server A:30999 server A:30999s server C:30999s server B:30999
When starting 3 client sessions from the same client they all connect to server A. No redirections to server B are made.
ITSM006055 | 64K field causes application server to freeze.
| Saving text in a custom 64K field that exceeds 4050 characters and contains a non ASCII character causes the application server to freeze. How to reproduce: 1) Create and select an Oracle, UTF8 characterset, database. 2) Create a custom 64K field for (for example) a Service Call.
3) Add this field to the form.
4) Fill the 64K field with a text of 4050 characters and add the following character to the field : ¿ (non ASCII character)
5) Try to save the service call.
Note: This problem only occurs when Service Desk makes use of an UTF8 characterset Oracle database.
ITSM006067 | You are unable to unrelate a predecessor change of a change
| Change > tab Predecessor / Successor When a change has predecessor / successor changes you are unable to unrelate the predecessor change while it is possible to unrelate a predecessor workorder from a workorder. The screen is gray and all buttons (except the view) are disabled.
ITSM006068 | Date format problem on Japanese operating system using the era designator
| Client > Tools > Options > Date formats > Style When the G character, the era designator, is used in the date format, a Japanese era designator is displayed but this is the incorrect designator. Using a English operating system the correct era designator, AD, is shown.
The example style used is:
yyyy/MM/dd G
year/month/day era
ITSM006069 | SD inserts body of the original message to the subject of the confirmation mail.
| Tools > System > System Panel > E-mail When an inbound email is sent to Service Desk to create a Service Call, if the Service Call is not created then an error e-mail should be sent back to the sender to inform them of this. The subject field of this error e-mail contains the subject and body of the original email. If the subject or body of the original email exceeds a certain size, then it is possible that the subject of the error email will appear encoded. It is also possible that in addition to the subject, also the body will be encoded, making it unreadable.
An example of this is if an E-mail is sent to Service Desk with a subject field of more than 80 characters, then a Service Call will not be created. This is due to the size of the Description field in a Service Call. This is correct behavior. An error email will be sent to the sender to inform him of this:
The E-mail you sent has not resulted in the registration or update of a Service Call.
-
The following error(s) occurred:
---------------------------------------------------
The maximum length of 80 characters has exceeded.
---------------------------------------------------
If you have any questions pertaining to this message, you can contact the helpdesk during normal support hours.
However, if the body of the original inbound email also exceeds a certain size, then the sender will receive an error email that is encoded and therefore unreadable.
ITSM006090 | Applog.txt file is generated using the service desk web api
| When you use the web api an applog.txt file is generated. The only information in this file is the time and date, and the message "The socket timeout is set to 1000 milliseconds". Every subsequent time the web api program is launched, an entry is made in the applog.txt.
This is a problem because on systems without write access because this can cause problems running the web api program.
ITSM006096 | Unable to retrieve application server monitor information remotely
| It is currently only possible to retrieve the application server monitor information if the application server has been started with the "Show server status" option enabled. This is a problem when working with application servers running on Unix systems, or with application servers running on Windows when you are only able to connect with a Windows Terminal Service client, or when the "Show server status" screen is not enabled.
ITSM006123 | UI Rules work once and then stop working until you log out and back in.
| Tools > System > Business Logic > UI rules A limit range UI Rule works only once and then stops working until you log out and back in. The rule is: item: Workorder precondition: category = X
trigger: status not equal to Y or Z
action: limit statuses to Y and Z.
This rule fires once in the first work order and then it will not work again until you log out and back in again.
ITSM006182 | Session cleanup is not handled properly when using Service Pages.
| Service Pages Tools > System > Security > Audit > Logged on users When a user quits Service Pages, but does not use the logout option provided in the Service Pages menu, a session will remain open on the Service Desk application server for the duration of the Service Desk Server session time out.
This session time out can be modified via the Service Desk Server Settings Editor (default value: 120 minutes).
This can result in licensing problems when there are a lot of unused open sessions.
The correct behaviour would be to end the sessions on the Service Desk application server when the Service Pages session times out. The Service Pages session time out can be configures in the web.xml file provided with Service Pages (<TOMCAT HOME>\conf\web.xml). The default Service Pages session is 30 minutes.
How to reproduce:
1) Log on to Service Pages .
2) Only close the browser (do not logout).
3) Check if the session is removed from the logged on users window on the Service Desk client (Tools > System > Security > Audit > Logged on users).

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Defect Report | Description
SP7: |
ITSM004619 | Embedding URLs into Service Desk text fields.
| Whenever a string in a text field in Service Desk begins with 'http://' or 'www.' , the whole string until the next white space should be converted into a URL. This should be implemented for every text field in Service Desk.
ITSM004690 | Request - UI Rule to fire on Window Open or Close
| Tools > System > Business logic > UI Rules We would like to add an additional trigger for UI rules such that we can trigger on Window Open and Window Close. This would allow us to execute Smart actions in workflow simply by the User opening the Window.
ITSM004874 | Log file is polluted with many session time-out stack traces.
| If a client session is timed out, and the client reconnects to the application server, a session time-out message will be logged in the logserver.txt. However, also a stack trace will be logged and these pollute the logserver.txt.
ITSM005078 | Add the operator "make field required" to UI Rule.
| Tools > System > Business logic > UI Rules This enhancement request is to give the possibility in a UI rule to dynamically make a field "required" when another field is set up or filled with specific value. Example 1:" make field FLD1 required when field FLD2 is not empty"
Example 2:" make field FLD1 required when field FLD2 equals VAL1".
Currently a field can dynamically be made required in a UI rule only by changing "Status" field. This has to be extended to any field and not only for Status field.
ITSM005298 | Performance improvements to database rule manager.
| Tools > System > Business Logic > Database Rules Measurements proved that the database rule manager performance could be improved. An increased amount of rules led to a degradation of the rule manager performance. With hundreds of rules per entity, for example servicecall or incident, the performance degraded significantly compared to a setup with only a couple of hundred rules for one entity.
This indicated that the number of rules present in the database has a performance impact on the rule manager and that it is very important to keep the set of rules that need to be evaluated as small as possible.
ITSM005301 | SD_APP_SERVER_LOG needs to have full path to logserver for UNIX servers
| OVO integration on UNIX The SD_APP_SERVER_LOG is an OVO logfile template that monitors "logserver.txt". This allows OVO for UNIX to monitor the health of the Service Desk application server. Currently the template simply specifies the logfile value as "logserver.txt". However, for Service Desk running on a UNIX machine, you need to have the full path included in the logfile "/opt/OV/sd/server/log/logserver.txt".
This should be mentioned in the manual or done with the installation.
NOTE:
The assumption is that an out of the box installation of the OVO for UNIX integration utilizes a Service Desk application server on a UNIX platform.
ITSM005466 | Data exchange ini files on UNIX have ODBC connection instead of JDBC
| Tools > System > Data > Data Exchange > Data Exchange Task > Export > Configuration file When Data Exchange is installed on UNIX the configuration files contain an ODBC connection. This doesn't work on UNIX and should be changed to JDBC a connection.
ITSM005467 | Wrong path to sd_event_error.log in SD_VP logfile template
| OVO integration on UNIX The SD_VP is an OVO logfile template that monitors "sd_event_error.log". This allows OVO for UNIX to monitor the integrity of the Service Desk event forwarding mechanism. Currently the template logfile specification contains the wrong path to the file "sd_event_error.log".
The path was "/opt/OV/sd/log/sd_event_error.log",
but should be "/opt/OV/sd/ovo/log/sd_event_error.log"
This should be mentioned in the manual or done with the installation.
ITSM005575 | Request to define a recurring outage against a specific CI
| CMDB > CI > Outage > Periodic Outage Change Service Desk to have the ability to define a recurring outage against a specific CI with a specific set of event attributes in addition to nodename. An example of one of those attributes would be a database/application instance. If multiple instances of an application (e.g. Oracle) were running on a server, it would then be possible to define outages against a single instance, so that events in OVO will be suppressed for that application instance but not for others.
When defining a recurring outage against a CI, it appears that Service Desk does not let you include event attributes other than nodename in the outage definition.
ITSM005577 | The ability to create a DB or UI rule that "appends" text to a text field
| Tools > System > Business Logic An enhancement is requested that would add the ability to create a Database or UI rule that "appends" text to a text field, such as the "Information" field. Currently the only option in Service Desk is to select Update Data, which overwrites anything that was in the field. An option could be added to the list in addition to Update Data, for example Append Data, that behaves like the "Checklist" function. The Checklist doesn't overwrite the data in the information field when it is executed, but appends it to the end.
ITSM005623 | Request to be able to make the Assignment Field Required based on Status
| Tools > System > Security > Prevention > Required Fields > Assignment In Tools > System > Security > Prevention > Required Fields > Assignment, only the options "Never required" or "Always required" are active. The option "Required for the following statuses" cannot be selected.
Customer wants to be able to make the Assignment field required for certain statuses.
ITSM005666 | SD4.5SP2 Periodic outage - Range of recurrence- doesn't work for Yearly
| OVO Unix integration > mkoutage Create a configuration item and define periodic outage with the following configuration: Outage Start: 2am Outage End: 4am Recurrence pattern:
Yearly : Every April 24
Results in outage template:
........
TIMECONDTYPE Match
TIME FROM 02:00 TO 04:00
DATE ON 04/24/* <== it will happen on April 24 every year
....
But if range of recurrence is added in the periodic outage:
Start:24/04/03
End: 25/04/06
The template will be changed to
....
TIMECONDTYPE Match
TIME FROM 02:00 TO 04:00
DATE ON 04/24/2003 <=== no range of recurrence
ITSM005706 | Ability to separate templates by category everywhere in Service Desk.
| It should be available in the Drop-down field displayed in the menu bar of a Form and in the Form that allows assigning templates to Roles. When you create a new item (Service call, Workgroup, etc) and have the Form open, you can still select the template you will be using to complete the Form. Unfortunately, the drop-down field does not display the category of the template, which leads to some confusion if there are multiple templates defined with the same name for several different categories.
The simplest way to do it would be to replace the entries by: "<category> - <template name>"
ITSM005864 | Add "deny" system action to set assignment status to denied instead of new
| In Service Desk it is possible to send back an assigned record by using a system action "reply". The assignment status becomes automatically "new" and the assignment "to workgroup" and "to person" becomes automatically the workgroup and person, who has sent the record.
The request is to add such an action in Service Desk for denying a record. When you are denying an assigned record it is logical to send it back to the sender. At the moment you first have to assign it back to the sender manually and then you have to change the assigned status to "denied" manually and then you can send it back by saving the record. If you first change the assignmentstatus and then assign it back to the sender the assignmentstatus automatically changes to "new", so again you have to adjust this manually.
By making an action called "deny" which automatically changes the assignment "to workgroup" and "to person" into the "from workgroup and person" and automatically sets the assignment status to "denied" it is much more workable than the current way.
ITSM006033 | Quick Find should have an option to display only Services for the caller
| Service call > New Service call When creating a new service call, the caller is entered in the caller field. Once the caller is entered, a list of all Services is displayed. This displays all the services that have the same folder as the caller, whether this caller is entitled for these Services or not. For example, there is an SLA for email only for a particular caller, yet the displayed list contains all Services defined for that folder. This list can become large, which will effect the time taken to display it in the user's GUI. It is requested that there is an option to display only those Services for which the Caller is entitled.
ITSM006034 | Request for Rule Manager to have additional triggering conditions
| Tools > System > Business Logic With Database rules in Service Desk it would be beneficial to either have a pre-condition (such as UI rules have) or a trigger operator of Field changes. It is currently possible for Database rules to fire when a field changes (for example to send an email) by using the trigger "operator field exists" and "Validates only if one or more fields of conditions are modified". This is fine if it is the only triggering condition.
However, there are many instances when you only want the Database rule to fire if some other condition is also met, for example when Status equals open or valid and Field exists. In this example the Database rule will fire if the status is changed from open to valid.
It is possible to get round this limitation by setting up a custom field (called for example Test Field) and then using a UI rule with the pre-condition of status equals open or valid, and the triggering condition of field changes to set this field to a known value (for example set Test Field to 1). The Database rule has the triggering condition of Test Field is 1, which then fires (for example sending an email) and sets Test Field back to 0. This works but uses up Custom Fields and requires a UI and Database rule.
If the Database rule could have a pre-condition, then in this example the pre-condition would be status equals open or valid. The triggering condition would be that the field exists and only trigger when field of condition is modified. The same result would be achieved with only one rule and without the use of additional fields.
An alternative would be to have a trigger Operator of field changes. This way you would be certain that the only trigger for the rule would be that field changing. The status could do what it likes but it just has to be one of these values for the Database rule to fire.
ITSM006041 | Support of Service Desk 4.5 on HPUX 11.11.
| Request to support of Service Desk 4.5 on HP-UX 11.11 In the Service Desk 4.5 Supported Platforms List on http://openview.hp.com/sso/ecare/getsupportdoc?docid=OV-EN007678 the Service Desk Application Server and Event Communicator (which consists of sd_event, Service Desk Event queuing, Service Desk Agent, Service Desk Rule Manager) is supported for HP-UX 11.00.
However we would like to request the support of Service Desk 4.5 on HP-UX 11.11.
ITSM006157 | Incorrect text used in Service Call Form
| Service Call The Service pop-up menu in Service Call has an item named "Services used by Configuration Item". This should be renamed to "Business Services using Configuration Item".
ITSM006177 | Incorrect text used in Update Value actions of UI Rules.
| Tools > System > Business Logic > UI Rules The functions in the Update Value action of UI Rules have strange names (the middle word in the formula editor). For example the following texts are used: "Divide with" "Subtract with"
and so on.
This should be
"Divide by"
"Subtract from"
and so on.
ITSM006207 | Rule(s) CI mkoutage and WO mkoutage are too thin
| OVO for UNIX integration Service Desk contains predefined database rules for the integration with OVO for UNIX functionality that suppresses messages during a predefined outage period. These database rules were set up to trigger whenever the Outage End field contains a value. That field contains the end-time of the outage period and is mandatory to complete an outage definition. Unfortunately, the database rule was set to trigger only when this field itself changes, not when any of the other fields are affected.
ITSM006279 | The OCI driver does not work with Service Desk 4.5 SP6.
| The OCI driver was installed by copying the classes12.zip from the oracle directory (see ITSM005273), clearing the host and port field of the datastore users, and clicking test connection works (Connection succeeded). However: [a] it is impossible to modify this working connection afterwards (Add works, but Modify does not)
[b] the application server does not start, writing a message in the log file:
<Trace> Data Accessjava.lang.NullPointerException
at com.hp.ifc.rep.AppConnectionInfo.getConnectionInfoDS(Unknown Source)
at com.hp.ifc.rep.AppConnectionInfo.setCurrentAccount(Unknown Source)
at com.hp.ifc.rep.AppConnectionInfo.init(Unknown Source)
at com.hp.ifc.rep.AppConnectionInfo.initialize(Unknown Source)
at com.hp.ifc.rep.AppConnectionInfo.<clinit>(Unknown Source)
at com.hp.ifc.da.AppConnectionPool.initConnectionPool(Unknown Source)
at com.hp.ifc.bus.AppBusinessManager.<clinit>(Unknown Source)
at com.hp.ifc.bus.AppServer.startup(Unknown Source)
at com.hp.ifc.bus.AppServer.main(Unknown Source)
at java.lang.reflect.Method.invoke(Native Method)
at com.hp.startup.Bootstrap.runprogram(Unknown Source)
at com.hp.startup.Bootstrap.main(Unknown Source)
<Data Access> Restart DB Connection Checker
<Server Health> Started.
<System> Starting Business Layer.
<Trace> No database accounts defined. Please define accounts with the server settings editor before running the server.
Note: When using a lower patch level (for example service pack 5) this problem does not occur.
ITSM006352 | Created Service Pages user is mentioned as Concurrent User in Service Pack 6.
| When trying to connect to Service Desk using Service Pages, a message is displayed stating that: "Maximum % concurrent users can login at one time." When a Service Pages account is created, it is created as a concurrent account. This means that a person logging in to Service Pages will use up a concurrent license.
A Service pages user used to be treated as a Named user.
The change in license types used for a Service Pages account was brought about in Service Pack 6 while fixing ITSM005884
(Concurrent license users can cause slow performance via Service Pages.)
ITSM006381 | Thousand separator still printed in the ID while using DB/UI rules
| Tools > System > Business Logic > Database Rules Tools > System > Business Logic > UI Rules The thousand separator is included in the functional ID when using Database and UI-Rules. When you use a Database Rule or UI Rule to copy the functional ID of the Entity into a text field, the thousand separator is included too (format is used). Particularly when the functional ID is used by an integration can this cause problems.
A similar issue was resolved for ITSM005917.
ITSM006421 | Data Exchange on UNIX has no execute rights
| Data Exchange The Data Exchange import and export files have no execution rights for the file user (owner) on the UNIX platform. Before using sd_export or sd_import you need to set the execute rights manually.
ITSM006423 | OVO Unix integration file on UNIX has no execute rights.
| OVO Unix integration The file /opt/OV/sd/ovo/bin/ovo_services only has the mode access permissions "read" and "write". However, for the OVO Unix integration to function, the execute permissions for the user (owner) is required. This needs to be done manually.

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Defect Report | Description
SP8: |
ITSM004624 | Some incoming emails are ignored by Service Desk.
| Tools > System > System Panel > E-mail Inbound email functionality. E-mails coming in to Service Desk result in Service Calls being created ONLY if the Service Desk E-mail address is FIRST on the 'TO:' line. If there are several addresses on the 'TO:' line and the Service Desk address is not first in that list, then no Service Call will be created and Service Desk seems to ignore the E-mail.
However, even if the Service Desk address is first on the 'To:' line, then a Service Call may still not be created. This can happen if there is an E-mail address in the list after the Service Desk address that has a display name. Service Desk will then select the first address with the display name.
For example, if the following is in the "To:" address list:
To: servicedesk@invention-inc.com, a person <aperson@invention-inc.com>
Then it can be seen in the logserver.txt that Service Desk picks up :
"<SMTP> To : aperson"
and this results in:
<SMTP> Body : The E-mail you sent has not resulted in the registration or update of a Service Call.
-
The following error(s) occurred:
---------------------------------------------------
This Inbound E-mail address is not defined: aperson
---------------------------------------------------
In summary, when multiple E-mail addresses are found by Service Desk on the 'To:' line, Service Desk looks first for an E-mail address within < and > (usually the address with the display name).
If no address is found between a < and >, it will then take the first address in the list.
ITSM005093 | After migration only one relation is created for non-unique CI components
| If in IT Service Manager a non-unique Configuration Item is more than once a child of another Configuration Item, only one child relation is registered in Service Desk after the migration.
ITSM005127 | Data exchange does not clear fields during update.
| Tools > System > Data > Data Exchange > Data Exchange Task > Import The customer would like to have the ability to empty fields when performing a data exchange job. Example: existing values in Service Desk database STREET1 World Trade Center building
STREET2 Main street 570
new values in data exchange .XML file
STREET1 Park street 35
STREET2 NULL
Result:
STREET1 Park street 35
STREET2 Main street 570
This issue occurs on all Service Desk versions.
ITSM005178 | Ability to define 3 decimals for availability in SLAs.
| Request to define a 99.999 % availability in Service Desk metric settings for a Service Level Agreement. Currently this is not possible because the field only accepts integers. This is a severe limitation as 100% is never used in the real world and 99% is not good enough. In a 24/7 business 99% uptime means almost 4 days of downtime.
ITSM005523 | Folders names are visible to anyone through "advanced find"
| Tools > System > Security > Access > Role Configure a role to only see limited Folders for a set of modules. Next, create an account and relate that account to this new role. When I logged into Service Desk, the data was segmented correctly, such that I could only see row level data I had Folder access to. With this account, if I selected the "Folder" field, on say Service call, I would only see 1 Folder, out of 20 configured on the system (as expected).
But when you start Tools > Advanced Find, and you select field "Folder", with Operator "equals", you can see all folders.
The list of folders should be restricted to the folders you are authorized for.
ITSM005632 | In Windows, the banner only displays the bottom half of the displayed message
| Service Desk Agent > Banner In Windows, the banner only displays the bottom half of the displayed message because of the larger title bar. For example when in Windows XP the Theme "Windows XP" is used the bottom half of the banner text is not displayed.
How to reproduce on Windows XP:
1) Set the Theme in Microsoft Windows XP to "Windows XP" via Menu > Start > Control Panel > Appearance and Themes > Display > Themes tab > Theme.
2) Start the Command Prompt and go to the directory <service desk home>\agent\bin\
3) Execute the banner application as: banner.exe This is a Test
4) The banner window pops up, but only displays the lower part of the text "This is a Test" and is therefore unreadable.
How to reproduce on Windows:
* Set the font size to for example 300%
On the desktop press the right mouse button and go to properties.
Go to TAB-page "Settings" and click the button "Advanced"
At Font Size select other in the combo box and fill in 300 %.
Restart Windows and start the banner as banner.exe /RED This is a test
* See that the bottom half of the text is not visible.
ITSM005648 | javalang.classcast.exception when view deletion failed
| If you try to delete the following Workorders views from Admin console->Presentation->Views->Work Order : "All Work Orders" "Open Work Orders" "Work order by status" You will meet the following : after answering Yes to "Are you sure you want to delete" , all the columns of the system view (view type,Fields,Group by,...) except "Text" column will be cleared for the corresponding deleted view.
But the view isn't really deleted because of a foreign key constraint violation (relation in Overview Actions for workgroup).
See logserver.txt when deleting the view 'All Work Orders' on a SQL-Server database:
JDBC error 547: DELETE statement conflicted with COLUMN REFERENCE constraint 'ACT_OVA_ACT_VIW_OID_FK'. The conflict occurred in database <database name>, table 'REP_ACTIONS', column 'OVA_ACT_VIW_OID'., SQL state: 23000 for query: DELETE rep_javaobjects
WHERE ((((jav_oid = 724041762)
AND (jav_lockseq = 11))))
If you try to select any other view category from there, you will receive the error "java.lang.ClassCastException : java/lang/object"
The only thing that you can do is to return to the workorder views and open another view of the list. After clicking on OK for this other view, the previously cleared columns of the incorrectly deleted view will be filled back with their original values and the classcastexception problem disappears.
ITSM005752 | Inability to set Service Type correctly using Default Template of Service
| Tools > System > Data > Templates > Service > Open a template > field "Service type" In Service template the value entered in the field 'Service type' is not used, instead the default (business) is used. To reproduce: Create a Service template with a value on Service type
Whenever you create an new Service the value business is used instead of the value you specified on the template.
ITSM005755 | Template values of Approval are not copied into the newly created entity.
| Approval Sheet Template is not allowing for individual approval votes to be add. The customer wants to create a service call template that allows for individual approvers to be added to the approval voting system. This does not work and I confirmed this by.
1. creating a service call template
2. added a value to the initiator field.
3. made sure the default fields had values.
4. in the approval, approver votes I added 2 new templates which contained individuals. The templates allowed this ok.
5. save and close the template
6. opened a call and chose the template. All fields except the individual approver votes were populated.
Another problem:
In the template you can also set values for the following fields
"#Approvers Required" , "Approval Status" and "Approval Group"
In the newly created entity:
The "#Approvers Required" is left empty
The "Approval Status" stays inactive even if we specify "Active" in the template.
The "Approval Group" is copied, but not its approval votes.
The "#Approvers Required" requires at least one Approval vote to work, and this must have its "Approval Status" set to "Active".
ITSM005821 | Fields required by a status need to be filled when it is not on the form
| When a field is required by certain statuses, no pop-up occurs when the status has been reached and the field does not exists on the form. Open a service call and make the status 'Completed'. This will make the field solution required (Tools>System>Security>Prevention>Required Fields>Servicecall, solution field)
The label of the solution field will become bold and you must fill it to save the call.
Now go to Tools>System>Presentation>Forms>Service call
Copy the default form and remove the solution field from the copied form.
Open another service call using the copied form and make the status 'Completed'. You can save the call without having to fill in the required solution field.
Extra information:
The defect for this issue is that Service Desk behaves differently when you create a record or modify a record. On creation all required fields are checked, but when you modify a record only the available (authorized) fields are checked. The latter is as designed, and the solution of this defect will be that the process used on record creation will be adjusted.
ITSM005845 | get_ovo_attributes fails with error: unhandled exception
| OpenView Operations for UNIX Integration > Forward event to Service Desk When an event is Forwarded from OVO to Service Desk the get_ovo_attribute generates an error message: unhandled exception This happens when OVO is installed on solaris 8 systm, OVO 7.10.
ITSM005932 | Relating organizations to an SLA is slow
| Service Desk > SLA > Receivers > Relate > Organizations When an Organization is related to an SLA the client "freezes" for some time. When multiple organizations are related at once the delay can be several minutes. The delay grows as the number of organizations that is already related grows.
If a Receiving organization has a lot of Sub Organizations and when this organization is selected it takes quite some time before focus is back in the call form. (Service Level Agreement, Receiving organization)
ITSM005965 | Max Installation check exceeded by one when adding CI relation via Parent CI tab
| Shortcut Bar > CMDB > Configuration Item If the Max. Installations for a CI is set to X then this CI can be used only X times as child CI. When the child CI is related via the Child CIs tab page of the parent CI the check for the max installations is correct: after X times the message "The CI '<CI-name>' cannot be used as a child, because it would exceed the maximum number of installations" occurs.
But when the child CI is related via the Parent CIs tab page of the child CI the message occurs after X + 1 times.
Case:
Open a CI_TEST with Max. Installations = 1
When relating parent CIs it is possible to relate and save 2 parent CIs without message.
The error message occurs only just when trying to add a 3rd parent CI to it.
So, the check is wrong.
When opening a parent CI and relate CI_TEST as child CI and trying to do so a second time the message occurs as it should.
ITSM005971 | Service Today field folder in filter (advanced tab) shows no folders
| Tools > System > System Panel > General Settings > Enable Folder entitlement Create a Role with access to a limited amount of folders (Tools > System > Security > Access > Role) Create an Application Account (Tools > System > Security > Access > Application Account) and assign
the role with limited folder access to this account.
Start the Service Desk client with the account with limited folder access and go to a Service Today view.
Change the view settings and add a folder filter.
View > Define View > Customize Current View > Filter
Go to tab page Advanced and select field Folder. Then press the quick find button. This should pop-up a list of
available folders but no folders are shown.
When the filter is edited in another view (like Service call view) the folder quick find will show all folders where the user
has view authorization.
ITSM005989 | Finding using view "CIs by location (Explorer)" takes too long
| Configuration > Advanced Find > View: CIs by Location (Explorer) > Find Now In a database with lots of locations it can take a very long time to create a treeview. Since the view in the advanced find isn't cached it is built every time you start the advanced find.
ITSM006019 | Cannot unrelate child ci item using the WEB-API
| > WEB-API > unrelate child ci Using the WEB-API it is possible to relate a child CI to an existing configuration Item. But an NullpointerException is received when trying to unrelate the same child CI using this method: configurationItem.unrelateChildConfigurationItem(child_cis);
ITSM006029 | Assignment values from template are not shown in import mapping
| Tools > System > Data > Data Exchange > Import Mapping When a template is used with an import mapping that contains default values for Assignment fields (eg. the Assignment; to external Organization field) the values are not shown in the import mapping screen in the default values list.
ITSM006076 | It takes a long time to open an Advanced Find when relating a user to a CI.
| Configuration Item> tab Users > Relate Button When relating a fair amount of users to a CI (like 500), saving and closing the CI and then trying to relate yet another person, it takes quite some time for the Advanced Find window to be displayed. Looking in querylog.txt showed that all information from the Person view which is used in the Advanced Find was retrieved for all users that were already related.
ITSM006087 | Incorrect file mode access permissions for mkoutage.conf
| OVO Unix integration > mkoutage The permissions for the mkoutage configuration file /opt/OV/sd/ovo/bin/mkoutage.conf is rw-r--r-- (644) for user/group/others. This means that everybody can read the username and (unencrypted) password from this file.
ITSM006100 | Service Desk doesn't use QUIT command when closing email transmission.
| Tools > System > System Panel > E-mail In order to correctly close an email connection the QUIT command should be sent (RFC 821). Error messages can appear in the mail server log file indicating that the QUIT command is never sent by Service Desk.
This can be reproduced as follows:
In the Email Properties set the Outbound E-mail Server to be an MDaemon Mail Server.
When an email is received by the MDaemon server the following can be seen in the log file:
Thu 2003-10-16 15:16:51: [448:4:1] Socket connection closed by the other side (how rude!)
Thu 2003-10-16 15:16:51: [448:4:1] SMTP session abnormally terminated, 807 bytes transferred.
The E-mail will still be received and forwarded correctly by the MDaemon server, but the messages above indicate that the E-mail transmission was not correctly terminated.
ITSM006103 | Subject field in mail error template is not filled in properly
| Tools > System > System Panel > E-mail When an e-mail is sent to Service Desk from an e-mail account that is unknown in Service Desk the e-mail error template is used to send the e-mail. The subject field that is in this template is not used in the error e-mail sent by Service Desk. The subject field in the error e-mail is showing as 'Re: New null'.
ITSM006130 | 4K chars max error when CI with 64 K field is added to Workorder CIs/Outage tab
| Service Desk > Work orders > CIs > Modify Relation When the 64KByte custom text field is enabled for configuration items. (Tools > System > Data > Custom Fields > Configuration item) And you have a configuration item with more than 4000 characters in this customer field. Relating this
CI to a work order causes an error message. After you have related the CI to the work order and you try to modify the
relation between Work order and CI you get the following error message:
The maximum length of 4000 characters has exceeded.
Example:
1. Add the 64 K field to the CI form.
2. Add more then 4000 characters to a CI.
3. Add that CI to the Work Order CI/Outage Tab.
4. Save the WO and reopen it.
5. Go to CI/Outage Tab and try to modify the CI that has more then 4000 characters in 64K field and you get the following error.
Error: The maximum length of 4000 characters has exceeded.
ITSM006144 | "Submit" button in Service pages "New service call" window cannot be localized
| Service Pages > Service call > New Service call > Submit button It is not possible to localize the submit button on the "New service call" and "New incident" windows
ITSM006156 | Cache file templates.rep causing problems
| During startup of the ServiceDesk Client, amongst others, the existing templates are pushed from the ServiceDesk Server to ServiceDesk Client. These templates are stored in a file called "templates.rep" in the cache directory. Currently all templates are pushed from the Server to the Client. If there are a lot of templates defined (>= 1000) and if these templates have a lot of default values, then the size of templates.rep can become quite big (a couple of MBs). This may cause a slow response of the Client in the following situations:
- when making a modification to a template; or
- when creating a new one.
In both cases a new version of templates.rep is loaded in the cache of the machine which made the modification. This makes a save of a template take a long time.
ITSM006160 | E-mail with attachment generates multiple service calls and notifications.
| Tools > System > System Panel > E-mail When sending an email to Service Desk to create a Service call, the following error may be seen in the logserver file: Fri, 14/11/2003 13:43:32 <SMTP> Started parsing E-mail Fri, 14/11/2003 13:43:33 <Trace> String index out of range: -1java.lang.StringIndexOutOfBoundsException: String index out of range: -1
at java.lang.String.substring(String.java:1591)
at com.hp.ifc.net.smtp.AppMIMEInputStream.handleHeader(Unknown Source)
at com.hp.ifc.net.smtp.AppMIMEInputStream.handleMultiPart(Unknown Source)
at com.hp.ifc.net.smtp.AppMIMEInputStream.handleBody(Unknown Source)
at com.hp.ifc.net.smtp.AppMIMEInputStream.readData(Unknown Source)
at com.hp.ifc.net.smtp.AppSmtpRequestHandler.process(Unknown Source)
at com.hp.ifc.net.tcp.AppTcpConnection.processRequest(Unknown Source)
at com.hp.ifc.net.tcp.AppTcpThread.run(Unknown Source)
This is most likely to occur when the email contains an OLE attachment.
This may result in a Service call that is incomplete, because all the data in the inbound email may not be transferred to the Service call. For example the Information field may not be filled completely or attachments may be missing.
It is also possible that multiple Service calls will be created for each inbound email, and hence multiple confirmation emails will be sent by Service Desk.
NOTE OLE or other embedded attachments are not supported by service desk. The workaround (below) will only stop service desk from having problems if such a mail arrives. It would be better not to send mails with embedded attachments at all.
ITSM006163 | UI Rule is abnormally triggered when changing assign to workgroup.
| Tools > System > Business Logic > UI Rule > Change (or other entity with planned date and assignment) Create a UI rule for Change item - Preconditions: none - Triggering condition: Planned Finish exists - Action: any action .( example : Update Data : set Information field to "triggering test")
Now create a Change:
- Fill the "Planned Start" field with some value.
- Fill the "Planned Finish "field with some value.
=>The rule will trigger and information field will be updated.(This is OK up to now).
Then clear or modify the "Information" field to verify if rule triggers again.
- Now, specify a value for "Assign to Workgroup"
=> the rule will trigger again and the action executed so "Information" field will be modified again !
In fact,the rule will trigger every time you change or clear the "Assign to Workgroup" value.
ITSM006176 | 64kB field cannot be added to views
| Menu bar > View > Current View > Customize Current view > add custom 64K field to the view and apply the adjusted view. Using a SQL Server database things go well. Using an Oracle database the following error occurs: com.ms.wfc.data.AdoException: Arguments are of the wrong type, are out of acceptable range, or are in conflict with one another.
Although this error message pops up, 64kB field will be added, but
1. wrong data (OID) are displayed in view for 64kB field entries
2. records cannot be opened anymore by double clicking, but opening a record by advanced find works and displays correct data.
ITSM006188 | A blocked person can create Service Pages account and then access SD data.
| > Person > block a person Problem Description: When the administrator blocks a person record , the blocked user can nevertheless still connect to Service Pages and create a Service Pages account. They are then able to access Service Desk data.
The user can list Service Calls, view Service Calls create new Service Calls, but they are not able to save it. Service Desk returns the message: "You are not allowed to view this person or this may have been deleted by another user."
ITSM006206 | Relations between OVO-services are not imported into Service Desk
| OVO for UNIX integration The sd_export configuration file OVOUNIXSERVICES.ini translates services as defined in OVO and their relations into XML classes named SERVICES and DEPENDENCIES respectively. Subsequently, these are supposed to be imported into Service Desk using sd_import. However, the relations fail to be picked up by Service Desk as the pre-defined import mapping OVOSERVICES does not define a class DEPENDENCIES that maps the relations from OVO to CI relations in Service Desk.
ITSM006209 | Problem with operator last week
| > Advanced find > operator "last week" When making a query in advanced find and the operator "last week" is selected, the result is from Saturday to Friday while it should take the week from Sunday to Saturday or Monday to Sunday (depending on the OS locale that is used on the client).
The same issue also exists with the "this week" and the "next week" operators.
ITSM006212 | SD client consumes too much cpu and response time is too late.
| Tools > System > Presentation > Views or View > Current View > Define views When a view contains a calculated field in "Group By" or "Sort" it is not possible to remove this field from the view. Fetching records for this view will always calculate the field. A calculated field can be used in view definitions for Fields, Group by and Sort.
Calculated fields are defined in Tools > System > Data > Calculated fields.
Calculated fields cause a performance loss when this field is added to the view. But when this field is removed from the view,
it is still processed when this view is used. Views with a large amount of fields will have a very bad performance when the view definition had calculated fields.
When this happens fetching view records causes a 100% CPU usage on the client for a longer period. The calculated fields for a view
are always processed/calculated on the client.
ITSM006217 | Cannot remove a workorder template.
| Tools > System > Data > Templates Select a template and try to delete it. When this template is used in another template (Like in work order predecessor) a constraint error is logged in the logserver.txt file: Mon, 17/11/2003 12:09:01 <Data Access> JDBC error 2292: ORA-02292: integrity constraint (SERVICEDESK.TVA_TEM_VALUE_OID_FK) violated - child record found
, SQL state: 23000 for query: DELETE rep_templates
WHERE ((((tem_oid = 281478647055383)
ITSM006219 | Unable to send outbound emails in combination with a Cisco PIX firewall
| The application server fails to send emails to an SMTP server when a Cisco PIX firewall with the fixup SMTP protocol enabled is located between the application server and the SMTP mail server. When the fixup protocol on the Cisco PIX firewall is disabled, the outbound email works fine.
ITSM006221 | "There are no changes to save" when closing SC form before Incident form
| Actions > Create Service call, Change, Incident or Problem Open a record and create another record using the Actions menu item "Create ...". This will copy the values from the current record and open a form for the new record. Now close the record that was first opened (from which the "Create.." action was started).
Enter the data in the form that was started from the first form and press Save (and Close).
No messages are generated but a relate screen is shown that misses values. This screen cannot be closed
by the cancel button. This blocks the user to continue working with service desk. Although both records
are saved, the relation between the two records is not saved and should be added manually.
The only way to resume working with Service Desk is to close the client and restart it.
Example:
When you create an Incident from a Service Call ("Create Incident - copy values from current item" in Action Menu)
and you close the Service Call form before saving the Incident, on closing the Incident you see the pop-up form to
relate the Incident to the SC with e.g. the Solved By/Caused By option, but this only gives you the message:
"There are no changes to save"
This 'hangs' now in a loop where you cannot save the relation, but you also cannot stop the pop-up window.
The same defect occurs when the form opened first has required fields that are not entered at the moment the
second form is created.
Example:
Open a service call.
Enter some data in the service call but don't enter all required fields.
Then create a related item using the action menu (i.e. Action > Create Problem)
Enter all data in the problem and save the problem records.
Press OK in the relate screen and enter all required fields in the calling form. (i.a. Service call)
Then try to save the form. This will generate the message:
"There are no changes to save"
This 'hangs' now in a loop where you cannot save the relation, but you also cannot stop the pop-up window.
ITSM006224 | No access to screen when trying to save CI without all required fields entered.
| > New Configuration Item > Save > Required Field message > Ok button > inaccessible screen How to reproduce the problem: 1. Create a new CI 2. Try to save it without having filled in all required fields (one of them must a lookup field, for example Organization on a different tab than the one you are on).
3. An error pops up, with the message that certain fields are not filled
4. OK is pressed to click away this message
5. Suddenly the CI can't be accessed anymore. You can click with the mouse what you want, but nothing happens.
6. The TAB button is pushed and the screen is accessible again. This workaround is OK, but the problem is that it's not possible on every client. On clients where the TAB workaround doesn't work, Service desk can only be stopped using CTRL+ALT+DEL.
ITSM006225 | UI rule does not work with 'relative' path in Command Exec Action
| Tools > system > Business logic > UI Rules > Command Exec Action A rule that contains an action that executes a 'banner.exe' on the local machine doesn't run when a Windows system environment variable is used in its path. For example: %SD_AGENTHOME%\bin\banner.exe
In the logclient.txt file, the rule failes to execute with the following error message and stacktrace (only part shown!):
"Thu, 04/12/2003 15:06:17 <Trace> RuleManager Error:Command Linejava.io.IOException: CreateProcess"
at java/lang/Win32Process.shellExec
at java/lang/Win32Process.<init>
at java/lang/Runtime.execInternal
at java/lang/Runtime.exec
at java/lang/Runtime.exec
at com/hp/ifc/ev/rules/AppExecuteCmdLine.execute
at com/hp/ifc/ev/uir/AppUIRuleManager.runActions
The same UI rule, but with an absolute path, does not result in an error. For example:
C:\Program Files\Hewlett-Packard\OpenView\service desk 4.5\agent\bin\banner.exe
A similar rule with the relative path, e.g. %SD_AGENTHOME%, in the database rule manager, which uses the agent to execute to action, also does not result in an error.
The only way around this at the moment is to use the absolute path in the UI rule. This does mean however that the 'banner.exe' has to be present in the same folder on all clients.
ITSM006227 | Cannot see 'codes' from time to time when using SD
| > Any entity > Code fields not visible The Service Desk users often can't see 'Codes' which are already deployed to Service Desk clients and which they have been using all along. They exit the Service Desk clients and remove the cache files and then re-connect the Service Desk client and the problem is gone. But this is only temporary solution. Sooner or later, they experience the same phenomenon again and again.
ITSM006245 | Without an SLM license you will still see the label service in Service Pages
| > Service Pages > NO SLM license key A person opening an existing call in an environment without the SLM-module still sees the service label (but no service field). When the system user opens an existing call the Service button is available and can be pressed (but the pop-up quickly closes after it opens).
ITSM006250 | Service Desk 4.5 does not print all information from a Service Call
| This problem occurs when there is a long line of text without containing spaces in for example the information field of a service call. When you press the print button the text from the information field is not completely printed because part of the text is outside of the print range.
An example:The following line would only be partially visible on the prinout 2132,5614,5547,5531,5511,5792,5528,5668,5544,5507,5675,5605,5922,5543,5503,5592,5542,5686,5546,5921,5541,5529,3999,5508 en 5512
ITSM006269 | Unable to reset the default Web Api Application in the WEB-API
| Tools > System > Data > Web Api Application Using the WEB-API you can use a Web Api Application to make the query for entities go faster by adding which fields it should retrieve during this same query. If you don't use it, the default Web Api Application will be queried (this one is optimized for Service Pages).
Example for setting a Web Api Application in the WEB-API:
ApiSDSession session = ApiSDSession.openSession(host, user, password);
IWebApiApplicationHome webApiApp_hm = session.getWebApiApplicationHome();
IWebApiApplication[] webapiApps = webApiApp_hm.findAllWebApiApplication();
session.setApplicationSettings(webapiApps[0]);
The problem is that when you have set a Web Api Application it is no longer possible to get the default Web Api Application back.
ITSM006271 | Services appear in Service Pages even if the related SLA has expired
| When Services are linked to SLAs where the completion date is in the past, they no longer appear in the list when a caller logs a Service Call through the Service Desk client, which is as expected. However, if a user logs a call through Service Pages, they still appear.
This was not the case in Service Desk 4.0, where it worked correctly.
How to reproduce:
Log in to Service Desk
Create a new Service call
Enter the user's search code in the caller field
A list of Services will be displayed
Make a note of one of the Services
Go to that Service record
Click on the SLA tab
Double click on the related SLA
Change the "Completion Date" to a date in the past
Save Changes
Go back to a new Service Call and enter the same user's search code. The SLA you have just modified will no longer appear in the list.
Log in to Service Pages as that same user a Service Call was logged for, but now the Service still appears in the list.
ITSM006294 | Unnecessary SQL statement resulting in CPU utilization.
| Tools > Options > Advanced > Send me e-mail when items are assigned to me Activate the option to send an mail when items are assigned. When a record is created without assignment values (Assignment in template is empty) and saved it will produce the following SQL statement.
SELECT T1.per_acc_oid AS C0,
T1.per_email AS C1,
T1.per_allowemail AS C2,
T1.per_allowinassignment AS C3
FROM itsm_members T2,
itsm_persons T1
WHERE ((T2.mem_per_oid = T1.per_oid))
AND (T2.mem_wog_oid IS NULL)
This statement will never result in rows and causes overhead.
This will also happen when you empty the assignment values in a modify action.
ITSM006295 | SD client hangs when using 'Advanced Find'
| Tools > Advanced find (F2) When performing several advanced finds in a short space of time the Service Desk client occasionally freezes. This seems to occur more frequently on a WTS or Citrix environment, but can also happen on a normal Service Desk client.
To Reproduce:
-Start an Advanced Find (F2)
-Type in an id-range (e.g: 100-110)
-Press the find button
-Now hold down the enter-key
-After some time you will notice the hang of the advanced find.
ITSM006297 | Data exchange does not update the primary telephone number in person template
| Tools > System > Data > Data Exchange > Data Exchange Task > Import When importing telephone numbers using the telephone template, which are shown on the right side of the standard form in the Address_Phone tab, they are updated correctly. However the telephone on the left side of the form which is from the Person template, is not updated when the primary telephone is defined.
Details:
- If the person had no primary telephone before, the telephone number field on the left side will be empty. If Data Exchange is performed then the number on the left will be updated, but only the first time. If a telephone number is changed, the telephone from the telephone template (Address_Phone tab) will be updated, but not the telephone on the left.
ITSM006299 | Status Access range not working as expected
| Tools > System > Security > Access > Roles A account has two roles with the following setup on the entity Workorder Specialist role: Status Access: Assigned to Failed Change Coordinator role: Status Access: empty to empty A user with both roles related to his account can only open a Workorder Read-only when it has a status before Assigned. So, the empty-to-empty Status Access is not working as expected (according to the documentation, the user would have access to the added statuses from all roles)
ITSM006311 | Can not activate ARM on client 4.5 SP5
| Tools > Options > Advanced > Enable ARM When I enable ARM and restart the client. The checkbox for "Enable ARM' is unchecked. It is not possible to ARM the Service Desk Client.
ITSM006313 | Importing information field from excel spreadsheet into SD yields vertical bars.
| Tools > System > Data > Data Exchange > Data Exchange Task > Export/Import When importing data from excel spreadsheet specifically the information field which contains carriage returns the carriage returns aren't present in the xml file and appear in the information field as vertical bars like | after the import is done.
ITSM006315 | A view, Grouped by a date field or number field, is not sorted correctly
| View > Group by a datefield > displayed as Group by datefield as text ServiceCall History Line view grouped by created (date) field is sorted as if it was a text field, and not a date field. If the view is not grouped by, but only sorted by creation date, then the sorting is correct, as it is the case in the default view for example.
In ServiceDesk 4.0 this group by works correctly, but not in ServiceDesk 4.5 .
ITSM006317 | Field selection returned values Data Update by External system is incomplete.
| Tools > System > Business Logic > UI Rules / DB Rules > Data Update by External system When defining a Database and/or UI Rule it is not possible to select the assignment value since they do not exist in the "Data update by External System" for returned values.
In the Data Update by External system, the list of fields selectable for return values is more limited than the one for outgoing fields.
Specifically, the Assignment To: person and workgroup are not available.
ITSM006319 | Ability to relate/unrelate workorders breaks when using folder entitlement.
| Tools > System > Security > Access > Role > only View, New, Modify, Remove access to one specific folder for Change Create new Change with Workorder > tab Workorder > Button Remove, Relate and Unrelate are disabled To reproduce: -Create a Change template with all the mandatory fields filled in, set the Folder to E-go
-Create a Workorder template with all the mandatory fields filled in, set the Folder to E-go
-Relate the Workorder template to the change template.
-Create an Role which only give View, New, Modify, Remove for the E-Go folder for the entities Workorder and Change. Make sure you add the just created templates to these entities.
-Now login using an account which only has the just created role.
-Create a Change. On the tab Work orders of the change you will see that the Workorder is also created but the Remove-, Relate- and Unrelate-buttons are disabled (which is incorrect)
-Save the Change with the Workorder and open it again. -> the buttons on the Work orders tab are now enabled (which is correct)
-Now login with an account which has access to all folders
-Create a Change. On the tab Work orders of the change you will see that the Workorder is also created and the Remove-, Relate- and Unrelate-buttons are enabled (which is the correct behavior).
ITSM006334 | Check is not performed for required fields when entity is updated
| If for example a client, a database rule, or an sd_event updates a certain field, for example status in a service call, and that status requires another field, for example solution, to filled because it is a required field for that status, then the update is executed even though the required field is not filled.
The update should not occur and an error message should state in the log file of the application server or the integration that a required field was not updated. On the client a message box should be shown identifying the required fields. This problem does not occur with all fields, but nevertheless quite a few.
For example:
If a database rule updates a certain field, for example status in a service call, and that status requires another field, for example solution, to filled because it is a required field for that status, then the update is executed even though the required field is not filled.
The update should not occur and an error message should state in the log file from the application server that a required field was not updated. This problem does not occur with all fields.
An example of how it should work:
When the status of a service call is set to closed, then the actual finish date should be filled in. This is a required field, as defined in Tools > System > Security > Prevention > Required Fields > Service Call, where the Actual Finish field is required for the closed status.
A database rule that sets the status to closed will generate an error message if the actual finish date remains empty.
Examples when it doesn't work:
When the status of a service call is set to closed, then the solution should be filled in. This is a required field, as defined in Tools > System > Security > Prevention > Required Fields > Service Call, where the Solution field is required for the closed status.
A database rule that sets the status to closed will update the service call and no error message is displayed. When the service call is opened the solution field is empty but it is marked as mandatory.
When the status of a service call is set to closed, then the solution should be filled in. This is a required field, as defined in Tools > System > Security > Prevention > Required Fields > Service Call, where the Solution field is required for the closed status.
An sd_event integration sets the status to closed of a service call and no error message is displayed. When the service call is opened the solution field is empty but it is marked as mandatory.
When the status of a service call is set to closed, then the solution should be filled in. This is a required field, as defined in Tools > System > Security > Prevention > Required Fields > Service Call, where the Solution field is required for the closed status.
On the client open a service call using a form that does NOT have the solution field on it, and set the status to closed and save the service call, then no error message is displayed. When the service call is opened in a form that contains a solution field the field is empty but it is marked as mandatory.
ITSM006336 | Folder entitlement creates large queries on Server.
| Tools > System > Security > Role > any role > any entity > Clients which have folder authorization and assigned workgroup / assigned user authorization create a large query on the server involving lots of OR-statements: E.G: SELECT T1.ser_id AS C0
,T1.ser_deadline AS C1
,T1.ser_description AS C2
,T1.ser_sta_oid AS C3
,T1.ser_cat_oid AS C4
,T1.ser_oid AS C5
,T2.rcd_ordering AS C6
,T1.ser_lockseq AS C7
FROM ( itsm_servicecalls T1
INNER JOIN rep_codes T2 ON (T2.rcd_oid = T1.ser_sta_oid))
WHERE (T1.ser_poo_oid IN (281478229787372,281478229787368)
OR (T1.ser_poo_oid = 281478317146215 AND T1.ser_ass_wog_oid IN (281478224675136,281478224609600,281478224675134))
OR (T1.ser_poo_oid = 281478317146212 AND T1.ser_ass_wog_oid IN (281478224675136,281478224609600,281478224675134))
OR (T1.ser_poo_oid = 281478317146209 AND T1.ser_ass_wog_oid IN (281478224675136,281478224609600,281478224675134))
OR (T1.ser_poo_oid = 281478317146206 AND T1.ser_ass_wog_oid IN (281478224675136,281478224609600,281478224675134))
etc etc,
The amount of OR-statements increase as the amount of folders increase. This is very ineffecient.
ITSM006351 | Choosing a day X in any date field (not date-time) will select day X - 1.
| Menubar > Tools > System > hpOVsd > Data > Codes > General > Free Day Menubar > Tools > System > hpOVsd > Data > Codes > Workgroup > HolidayCalendar Shortcut Bar > Organization > Person Shortcut Bar > CMDB > Configuration Item If for example a free day is created and the date field is filled in with 05/02/04 (dd/mm/yy) it will result in 04/02/04.
This happens since service desk 4.5 service pack 6.
It occurs both when the calendar is used or when the day is entered manually.
It concerns fields like the Date field of Free Days and the HolidayCalendar, the Date of Birth of Persons, and for CIs the Purchase and Warranty Date and the Start and End date of the Range of Recurrence (Periodic Outage).
Also when choosing these fields in DB rules and UI rules.
ITSM006353 | Hidden field still displaying in Quick View
| Hidden fields can still be seen in the Quick View To reproduce: Tools > System > Data > Custom Field > Person Add a custom field to Persons (example 'SECURITY') Tools > System > Presentation > Search > Person > QuickView
Add this custom field to Quick View for person.
Tools > System > Security > Access > Role > Person > Advanced > Fields
Set the SECURITY field to HIDE.
When logged in as a person assigned to (only) HELPDESK role :
While the field is not showing on the Person form, the field (SECURITY) and its value can be seen in Quick View.
ITSM006354 | DB rule ends with JDBC error 1747: ORA-01747
| The problem is that if your application server is running on a system that has a locale other than US_en then you can get an error when logging any object containing a number with decimals used for databasestorage. Some example fields are the duration fields and spent time field(s) (these are stored as numbers for example a duration of 12 hours is stored as 0,5 (days)). The error you get is JDBC error 1722: ORA-01722: invalid number. This appears to apply only to the JDBC driver for oracle.
St, 03/12/2003 12:23:12 <Data Access> JDBC error 1747: ORA-01747: invalid user.table.column, table.column, or column specification
, SQL state: 42000 for query: UPDATE itsm_servicecalls
SET reg_modified= TO_DATE(?,'YYYY/MM/DD HH24:MI:SS')
,ser_assignstatus= ?
,ser_actualfinish= TO_DATE(?,'YYYY/MM/DD HH24:MI:SS')
,ser_actualduration= 0,8273147106447141
,ser_lockseq= ser_lockseq +
WHERE ((((ser_oid = 281479228332784)
AND (ser_lockseq = 15))))
Values:
2003/12/3 11:23:12
281478257377529
2003/12/3 11:23:11
Note: This problem is related to ITSM004875, but this time a comma is causing the problem
ITSM006366 | Not possible to check the version of Service Pages
| Service Pages In Service Pages it is not possible to check on which version you are currently working. An 'about'-screen or version number should be helpful.
ITSM006396 | Cosmetic changes to be made to the Aces import log file
| Tools > System > Data > ACES > ACES import The ACES import log file says in the header: "Starting: aces export settings" which is misleading cause is it the logfile of the import and not the logfile of the export.
ITSM006409 | Importing telephone numbers does not do an update, but an insert of the tel.
| Tools > System > Data > Data Exchange > Data Exchange Task > Import When importing telephone numbers or fax numbers and having the unique combination put on Person and Type and doing the right references to Search Code and Text, you should expect that when importing the same data again, that the data will not be changed, BUT....now the same data is inserted again.
This is as a result of the values mappings that are used.
It seems that the value mappings override the unique key's.
Removing the value mappings let SD functionate properly and also putting the unique combination on Person and Telephone number works correctly, simply there are no value mappings then.
ITSM006417 | Creating an SP account via SP doesn't work with non-western characters
| Service Pages > Creating new account Attempting to create new Service Pages accounts within Service Pages. When just the e-mail address is given this works fine. When in any of the other fields (identification number, last name, telephone number) a non-western character is used the person can't be found and the account can't be created.
ITSM006424 | mkoutage for workorder does not calculate the times correctly.
| When an outage file is created to be used by OVO, if the time passes midnight it is not calculated correctly. When a time is needed that crosses midnight, the midnight crossing is calculated correctly, but there is a recurrence for the day/time after midnight.
For example:
When the outage file is like:
TIMETEMPLATE "timetmpl for Workorder 793"
DESCRIPTION "timetmpl for Workorder 793"
TIMEZONETYPE Fix TIMEZONEVALUE "UTC"
TIMETMPLCONDS
TIMETMPLCOND
TIMECONDTYPE Match
TIME FROM 12:20 TO 24:00
DATE FROM 03/11/2004 TO 03/12/2004
TIMETMPLCOND
TIMECONDTYPE Match
TIME FROM 00:00 TO 11:24
DATE FROM 03/12/2004 TO 03/12/2004
Then the recurrenc is 00:00 TO 11:24 on 03/12/2004 every day.
ITSM006426 | Deleting database rules is slow
| Tools > System > Business Logic > Database Rules Deleting database rules is slow, and becoming exponentially slower when there are more in the view. Examples on a system without other load and with only database rules as data: - with 110 rules it takes about 45 second on average to delete a rule and refresh the view.
- with 1000 rules it takes about 17 minutes to delete one rule and refresh the view.
ITSM006435 | The OVO integration package on Solaris is incorrect.
| OVO UNIX Integration The OVO integration package (sdovo-4.5-sp.pkg) for the Solaris platform contains Service Desk 4.5 SP3 files instead of files for the released service pack. This applies from Service Desk 4.5 SP4 until the currently available Service Desk 4.5 patch.
ITSM006436 | Sometimes scheduled tasks fire twice
| Tools > System > Business Logic > Scheduled Tasks In some circumstances, where there is only one Scheduled Task showing, the same rule will actually be executed twice. To reproduce: 1. Create a Database Rule as follows: a. Apply this rule: When service call is modified.
b. Check the checkbox 'Validates only if one or more fields of conditions are modified and click 'Next'.
c. Click 'Add' and add a condition that Field Registration;Modified exists and Schedule the validation of this condition at 02 minutes After Registration;Modified. Check the checkbox 'Only execute once'. Click 'OK', and then click Next to add an action (for example to send an email message). Continue and save the rule.
2. Open an existing Service Call and adjust the Assignment;To person field. Save and close the call.
3. On a different Service Desk client where you are logged on as the Assigned person (in the above service call), open the same Service Call within two minutes of the Service Call being assigned. This will trigger the Database rule again.
If the logserver.txt file is examined, it can be seen the rule has indeed been scheduled twice.
In the Scheduled Tasks dialog (in Tools > System > Business Logic > Scheduled Tasks), the task will only appear once. However, the task will actually fire twice. The first instance of this scheduled task should have been removed from the queue, but it hasn't been.
It is also possible to reproduce this with only one Service Desk client adjusting one Service Call, but this will not consistently reproduce the problem.
ITSM006446 | Stringindexoutofboundexception in logfile when importing through aces
| Tools > System > Data > Data Exchange > ACES The message StringIndexOutOfBoundException is given when importing roles along with its templates. To reproduce: 1) Go to Admin console > Security > Access > Roles 2) In the roles, say problem role; Check the role and press the advanced button.
3) In the template tab add 2 templates "test1" and "test2" for roles.
4) Create ACES view for all roles and relate it in the aces group.
5) Export the aces group.
6) Delete the problem role from the admin console and try to import the ACES export XML and you will see the error message in the logfile and the problem role will not be exported.
ITSM006457 | Cannot use advanced find (F2) for localized text anymore
| Tools > System > Presentation -> localized text When using advanced find (F2) it is no longer possible to search for localized text. It defaults to Analyzed data (the first entry in the list). This was working in Service Desk 4.5 without any service packs.
ITSM006461 | An EXCEPTION_ACCESS_VIOLATION error when relating work orders to a change.
| Change > relate Work orders In an environment with lots of work orders the following error was thrown when attempting to relate another work order to a change: JDBC error 0: [RM2MS000427]SqlDumpExceptionHandler: Process 58 generated fatal exception c0000005 EXCEPTION_ACCESS_VIOLATION. SQL Server is terminating this process.
, SQL state: 01000 for query: SELECT T1.wor_id AS C0
,T1.wor_description AS C1
,T2.wog_name AS C2
,T3.per_name AS C3
,T1.wor_sta_oid AS C4
,T1.wor_cat_oid AS C5
,T1.wor_oid AS C6
,T4.rcd_ordering AS C7
,T1.wor_lockseq AS C8
FROM ((( itsm_workorders T1
LEFT OUTER JOIN itsm_persons T3 ON (T3.per_oid = T1.ass_per_to_oid))
LEFT OUTER JOIN itsm_workgroups T2 ON (T2.wog_oid = T1.ass_workgroup))
INNER JOIN rep_codes T4 ON (T4.rcd_oid = T1.wor_sta_oid))
WHERE T1.wor_id BETWEEN ? AND ?
AND T1.wor_oid != ?
AND (T1.wor_oid NOT IN (281479176978989,281479176978985,281479176978992,
281479212500419,281479212500415,281479391085162,
281479391085151,281479391085172,281479391085183,
281479391085194,281479391085252,281479391085241,
281479391085262,281479391085273,281479391085284,
281479464288933,281479464288922,281479464288944,
281480539799968,281480539799950,281480539799981,
281480539799994,281480539800060,281480539800042,
281480539800073,281480539800086,281480543601058,
281480543601040,281480543601071,281480543601084,
281480543601129,281480543601111,281480543601142,
281480543601155,281480543601207,281480543601189,
281480543601220,281480543601233,281480543601283,
281480543601265,281480543601296,281480543601309 etc etc etc (the list of oids is huge).
ITSM006473 | 'Logged on Users' not updated when connection to database was lost
| Tools > System > Security > Audit > Logged on users When the connection between the application server(s) to the database was lost, for example because of a network failure or a database crash, the connections are automatically re-established after the problem is solved, but the amount of logged on users is incorrect and remains incorrect. This impacts the amount of licenses that are available, since user sessions that are no longer functional are used in the calculation of free licenses. Users therefore can get a "not enough licenses message", and are unable to log into Service Desk.
Because the number of sessions is also used in the calculation of the weight an application server at the moment has, load balancing is also disrupted and thus can cause serious performance issues.
ITSM006477 | Service Desk and Service Navigator difficulty obtaining Service Status from SN
| Service Navigator Service Desk > Configuration Item > Get Service Navigator Status An important feature for us to be able to show is Service Desk obtaining service status from Service Navigator. The CIs and services in OVSD have a facility to query the service engine via a port. When using this option we just get a ? instead of the SN status.
ITSM006479 | Service Desk Outage Dates are sometimes shifted one minute in the outage file
| Integrations > mkoutage When mkoutage is started for a configuration item or work order, the time is sometimes changed by 1 minute. Example User timezone is PLT (+5 hours). Work order Outage start 17:20 results in an outage file with start time 17:19.
ITSM006493 | Unable to select code fields for chart view
| When creating or modifying chart views it is no longer possible to select any code fields. To reproduce: Create a chart view under incidents/service that show a bar chart counting up the number of different categories. After the upgrade you are only able to select Category Parent, and not Category itself
Note that if this view was already there when you applied the Service Pack it still works. But if you remove this field and try to put it back you cannot.

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Defect Report | Description
SP9: |
ITSM005051 | History lines not added when CI is created within Change
| Within a Change, click on down menu of the CI field button to select option : New (to create a new CI) Creation of the CI is successful but if you open up the CI and go to History, you will not see any history lines added. If you create a new CI via : File -> New -> CI within change or outside a change, you will see some history lines eg "Status set to ....".
ITSM005127 | Data exchange does not clear fields during update.
| Tools > System > Data > Data Exchange > Data Exchange Task > Import The customer would like to have the ability to empty fields when performing a data exchange job. Example: existing values in Service Desk database STREET1 World Trade Center building
STREET2 Main street 570
new values in data exchange .XML file
STREET1 Park street 35
STREET2 NULL
Result:
STREET1 Park street 35
STREET2 Main street 570
This issue occurs on all Service Desk versions.
ITSM005179 | Users can manipulate date/times by changing operating system clocktime and date
| Users are able to manipulate the dates and times of for example service call registration dates and times by changing the operating system clocktime and/or date. When a user has already started the Service Desk client and then changes the operating system time, any new service calls created after that action will have a registration creation date equal to the modified system date.
ITSM005402 | IDs skipped when records created via web API if 'ID after Creation' deselected.
| Service Desk WEB API This concerns the "ID After Creation" option and the Service Desk Web API. When this option is deselected from the Admin Console (Tools > System > System Panel > General settings), thus creating the ID before creation of the item, it works fine from the Service Desk Client. With all API programs that create items (Incidents, Service Calls, ...), it will use two IDs when creating each record. Thus, an ID is skipped when creating records using the Web API.
When an object (e.g. Incident) is created in the API, it already has an ID associated with it (verified by calling getID()). When save is called, the object is then assigned a new ID.
ITSM005481 | First print job after login generates an extra 'blank' page
| After upgrade from SD40 to SD45, service desk clients prints a 'BLANK' page every time you login to the GUI and start a print job within SD. Steps are as follows; 1. exit SD GUI 2. sign in on SD GUI 3. open a record and either click on the printer icon or go to File->print.
TWO PRINT JOBS are queued. You even see two print screens.
1) a blank page is printed,
2) the record that is being printed.
If you print the same record a second time, or any other record 'blank' pages aren't printed any more.
When you (after every new login to SD) want to print a SD record for the first time you could cancel the two print screens the first time to avoid the blank page. The second time you can proceed with the print job.
ITSM005855 | Assignment Status not set to 'Accept' when user is in more than one workgroup
| Shortcut Bar > e.g. Service call When a user assigns a service call to a workgroup (not directly to a person), and another user is a member of that workgroup, the Assignment Status becomes 'New'. When that other user just opens this assigned service call the Assignment Status will be set automatically to 'Accept'.
This works fine if the user is a member of only one workgroup.
However, if the user is member of more than one workgroup this will only work for one of the workgroups. For the other workgroups the Assignment Status will stay 'New'.
Apparently it only works for the workgroup that is on top of the list of workgroups that is shown in the workgroups tab in the person form.
This also happens with Incidents, Problems, Changes, Work orders and Projects.
How to reproduce:
- Create 2 users USER-1 and USER-2 (with person and application account linked)
- Create 2 workgroups WG-1 and WG-2
- Make USER-1 member of WG-1
- Create with USER-2 a service call SC-0 and assign to WG1
- As USER-1 open SC-0 and close it without changing or saving anything
- Now the Assignment Status changed to 'Accept'
For error:
- Make USER-1 also member of WG-2
Note: order of workgroups in tab page Workgoups is:
WG-1
WG-2
- Create with USER-2 two service calls SC-1 and SC-2 and assign SC-1 to WG-1 and SC-2 to WG-2
- As USER-1 open SC-1 (related to WG-1) and close it without changing or saving anything
- the Assignment Status changed to 'Accept'
- As USER-1 open SC-2 (related to WG-2) and close it without changing or saving anything
- the Assignment Status is NOT changed to 'Accept'
If the order of the workgroups is WG-2, WG-1 then the Assignment Status of the service call in WG-1 is NOT changed to 'Accept'.
ITSM005871 | Folder entitlement disables the related items tab on an entity.
| When a work order is related to a newly created service call, the work orders tab becomes disabled if folder entitlement for authorization is being used. To reproduce (1): 1) create a folder F1 (Tools > System > Codes > General > Folder) 2) create a role (Tools > System > Security > Access > Role) that gives View, New, Modify rights on service calls and work orders that are in folder F1. Add a form, view and template to the role.
3) create an account and grant it the role defined above.
4) create a service call template that has no value for the Folder field.
5) Log in to service desk with this account and open a service call.
6) Do not enter anything in the folder field and select the template created above.
7) Add a workorder and you will notice that this tab then gets grayed out. You can no longer add any more work orders even if you select the folder for which you have rights to in the service call folder field.
Open a new service call and select the folder you created above. Now add a couple of work orders and the tab doesn't get grayed out.
To reproduce (2):
1) Create a role with View, New, Modify, and Remove rights to a folder only (choose for example the folder to be "E-Go" in the demo environment) for the entity work order.
2) Log in with this role and create an incident.
3) In the incident form open the work orders tab and click the "Add..." button.
4) In the work order form, set the folder to "E-Go" to be able to create a work order.
5) Save and close the work order. The work orders tab is now grayed out, so the related work order cannot be seen (but it does actually exist). All buttons are also grayed out, so it is not possible to create or relate other work orders.
5) Save and close the incident. To verify that the work order was correctly created, re-open the incident and go to work orders tab. It is not possible to see the related workorder because the tab is grayed out, but if the "Modify..." button is clicked, we have access to the created workorder. However it is still not possible to create new work orders because the "Add..." button is disabled.
To reproduce (3):
1) Create a folder FLDR1 (for example "E-Go" in demo environment)
2) Define a user's role with the following access:
Configuration item: View only access to the whole tree
Service call: No access to root part, Full access (new,view,modify,remove) to FLDR1
3) Create a configuration item "CI_A" with an empty folder field.
4) Create a service call with folder "FLDR1" and configuration item "CI_A".
5) Open "CI_A" configuration item and look at the "Service calls" tab. The new service call is not visible.
ITSM005928 | Inconsistency within Service Pages with approval email containing ID of entity
| Service Pages When you receive an approval email with the url for Service Pages, the ID of the entity is shown while everywhere else within Service Pages the OID is used to retrieve an entity. Example of the url: http://localhost:8080/sd-sp45/Approval.jsp?vServicecall=228
It is possible to modify the url so another ID is used (e.g. change 228 to 230) and thereby opening a service call for which you aren't required to cast a vote for the approval.
ITSM005936 | When you create a person through the CIs the history tab doesn't show any data
| Service Desk > Configuration Item > Owner Person > New When creating a person from the Person window the history tab shows some history lines about the creation date, etc.. but if the person is created in the window of Configuration Items, the history tab does not contain any history lines. It seems like no history lines are created at all.
ITSM005942 | Encode the TO field in Outbound e-mail
| Tools > System > System Panel > E-mail Character sets that are different from 'ISO Latin 1' in the 'TO' field can cause problems with Outbound E-mail. Service Desk does not currently encode the 'TO' field, so when an acknowledgement is sent to a person with a name containing non 'ISO Latin 1' characters, it is possible that the e-mail is rejected.
The encoding of the 'TO' field is functionality not currently offered.
ITSM005987 | Requesting time setting client machine not to influence history lines time stamp
| History Lines User can affect the time recorded in the Service Desk database when an activity is performed by modifying the time settings of the Service Desk client machine. Open a Servicecall. Modify the time of the machine (ie. decrease year by 1) and set status of the Service call.
Save Service call. When reopening, in History lines one can notice that change of the status occurred before the Service call was created.
It is requested that users have no influence on the recording of the times that activities take place, regardless of changes in the time settings of their client machines.
ITSM006181 | DBrules for parent CI are not working.
| Tools > System > Business Logic > DB Rules > Configuration Item When using decrease or increase in a DB-rule that updates a field on a child, parent or related CI the update of the field fails. When the value is set to a number (for example 100) then the DB-rule works.
Example:
If there is a counter for calls/CI, and that number = NULL, then a parent CI custom field should increase with 1, if the number <> NULL, then it should decrease with 1. This is not working. The log file of the application server "logserver.txt" shows that the rule was triggered.
__________________________________________________________________
Custom fields
Open Calls Active Nodes
Parent CI - 3
Child |___Node 1 0
Child |___Node 2 0
Child |___Node 3 0
If an Incident is created for Node 2, then this should be seen:
Custom fields
Open Calls Active Nodes
Parent CI - 2
Child |___Node 1 0
Child |___Node 2 1
Child |___Node 3 0
But this is shown:
Custom fields
Open Calls Active Nodes
Parent CI - 3
Child |___Node 1 0
Child |___Node 2 1
Child |___Node 3 0
In the log file of the application server "logserver.txt" the rules are evaluated, and always triggered, so conditions are true, and it even shows that the actions of the rules have fired. But somehow the number fields do not increase/decrease.
ITSM006196 | AutoClose Service Call by scheduled task failed
| Tools > System > Business Logic > Database Rules > Service Event Entity (Service call, Problem, Change, Incident) Create a DB Rule that triggers on one of the fields (for example Status equals "Completed"). Let this rule perform an update data and set the status to closed.
Create a Service Event Record (Service call records).
Add work orders to this record and enable checkbox "Wait for work order completion".
Set all related work orders to a closed status.
Now change the service event record to trigger the database rule (set status to "Completed").
The update data action of the rule will fail with the message:
"This item has still open workorders to be completed and therefore can't be closed".
ITSM006246 | Date filter today shows records from another day.
| Tools > Advanced find > Date selection Example: Registration;Created today When using this selection it is possible that records from a previous day are shown instead of today's. Only after the current time has reached the user's offset are the correct records shown.
Example:
User timezone is JST (UTF + 9)
Till 09:00 hour in the morning records from yesterday are shown. After 09:00 hour the correct records are shown.
When you have a negative offset (-9 hour) this will impact the records shown at the end of the day.
Example:
User timezone is PST (UTC - 8)
After 16:00 hour records for tomorrow are selected.
CAUSE:
When creating a query such as Registration;Created today a date is created with start time 00:00 and an end time of 23:59.
To do this a default date is created (unfortunately in UTC) based on the current OS settings.
When for example the OS is set to JST (UTC + 9) and this find action is started at 07:00 in the morning, the UTC date that results is that of yesterday (for example if today is the 9th, then today is set to the 8th).
ITSM006344 | CTRL+S hangs client when changing a template.
| Tools > Options > Data > Template > Change (or other templates that have related templates) Go to the change module and create a new change. In the new change screen select another template that has related records (change with work orders template). Now change to another template that also has related templates (another change template with related work order templates).
Enter all required values and press <CTRL> + S.
The Service Desk client now freezes and the logclient will show a stacktrace error. The client can only be stopped using the Windows Task manager.
Wed, 14/01/2004 14:28:26 <Trace> Error creating window handle.com.ms.wfc.core.WFCWin32Exception: Invalid window handle
at com/ms/wfc/app/Window.createHandle
at com/ms/wfc/ui/Control.createHandle
at com/ms/wfc/ui/Control.getHandle
at com/ms/wfc/ui/Form.focusActiveControl
at com/ms/wfc/ui/Form.setActive
at com/ms/wfc/ui/Form.wmActivate
at com/ms/wfc/ui/Form.wndProc
at com/hp/ifc/ui/AppAbstractForm.wndProc
at com/ms/wfc/ui/Control$ControlWindow.wndProc
at com/ms/wfc/app/Window.callback
at com/ms/wfc/win32/Windows.GetMessage
at com/ms/wfc/app/Application$ThreadContext.hasMessage
at com/ms/wfc/app/Application$ThreadContext.runMessageLoop
at com/ms/wfc/app/Application.runDialog
at com/ms/wfc/ui/Form.showDialog
at com/ms/wfc/ui/Form.showDialog
at com/hp/ifc/ui/AppMessageBox.show
at com/hp/ifc/ui/AppMessageBox.show
at com/hp/ifc/ui/AppMessageBox.show
at com/hp/ifc/ui/AppUIManager.showErrorBox
at com/hp/ifc/ui/AppUIManager.showErrorBox
at com/hp/ifc/ui/AppDataEntity.showMessageBox
at com/hp/ifc/ui/AppDataEntity.save
at com/hp/ifc/ui/AppDataForm.commandbarExecute
at com/hp/ifc/ui/CommandBarEventHandler.invoke
at com/hp/ifc/ui/AppCommandBar.onExecute
at com/hp/ifc/ui/AppCommandBar.toolClick
at com/hp/ifc/ui/toolbar/SSActiveToolBars/ToolClickHandler.invoke
at com/hp/ifc/ui/toolbar/SSActiveToolBars/SSActiveToolBarsEventMulticaster.ToolClick
at com/ms/wfc/win32/Windows.GetMessage
at com/ms/wfc/app/Application$ThreadContext.hasMessage
at com/ms/wfc/app/Application$ThreadContext.runMessageLoop
at com/ms/wfc/app/Application.run
at com/hp/ifc/ui/AppConsole.main
ITSM006358 | It is not possible to make sub-entities of an entity mandatory
| Tools > System > Security > Prevention > Required Fields Some attributes (or sub-entity) of an entity are not selectable to make it a mandatory field. For instance you are not able to select the configuration-item's attribute field for Workorder. Therefore you are not able to make it mandatory to add at least one entry in the 'Relations to configuration items' before saving.
The also applies for attributes of other entities, such as:
- Work orders on Change
- Workgroup on Person.
NOTE:
Some attributes of an entity should not be in the list.
For instance: CI child of Configuration Item (it would create an endless list of CIs)
ITSM006415 | The Web API cannot have multiple sessions open.
| The web-api cannot have multiple sessions open. An error stating "Exception in thread "main" Your session on the server has timed out. Click OK to log on, then try again." occurs. Complete error message: Your session on the server has timed out. Click OK to log on, then try again.
at com.hp.ifc.wf.AppWorkflowManager.getSession(Unknown Source)
at com.hp.ifc.apiserver.ApiServerEntity.find(Unknown Source)
at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)
at sun.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:39)
at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:25)
at java.lang.reflect.Method.invoke(Method.java:324)
at com.hp.ifc.net.itp.AppItpRequest.localInvoke(Unknown Source)
at com.hp.ifc.net.itp.AppItpRequestHandler.process(Unknown Source)
at com.hp.ifc.net.tcp.AppTcpConnection.processRequest(Unknown Source)
at com.hp.ifc.net.tcp.AppTcpThread.run(Unknown Source)
Exception in thread "main"
Sample code:
import com.hp.itsm.api.*;
import com.hp.itsm.api.interfaces.*;
public class Query {
static ApiSDSession connect(String server, String user, String password) {
return ApiSDSession.openSession(server, user, password);
}
static void query(ApiSDSession session) {
// Get the home
IPersonHome home = session.getPersonHome();
IPerson[] people = home.searchOnSearchcode("SYSTEM");
System.err.println(" remark=" + people[0].getRemark());
}
public static void main(String args[]) throws Exception {
ApiSDSession session1 = ApiSDSession.openSession("serverA", "username", "password");
ApiSDSession session2 = ApiSDSession.openSession("serverB", "username", "password");
Query.query(session1);
Query.query(session2);
}
}
ITSM006452 | ACES export/import not working as expected
| Tools > System > Data > ACES > File > ACES > Import Wizard It appears items are either not exporting or importing correctly. The main ones identified are: - templates appear to be exporting ok but not importing at all. - WEB API Applications are not exporting correctly
- Security settings (Roles and Accounts)
The next problem is that 'Labels' cannot be exported via ACES. Due to a lack of fields in Service Desk some of the 'out of the box' field names had to be renamed. It is needed to replicate all the label changes into two different environments.
ACES does not give the option to export LABELS so they need a workaround on how they can replicate this information into their other environments.
ITSM006463 | Query Builder got unknown attribute 2890006546 in where clause.
| While using the API the following errror was generated when using the method addCriteriumOnRegistrationDateRange: Query Builder got unknown attribute 2890006546 in where clause. Computed field Registration not allowed in where ch_where.addCriteriumOnRegistrationDateRange(createdrange);
The code works fine when querying other date fields (e.g.: ch_where.addCriteriumOnDeadlineRange(createdrange);
ITSM006488 | Data exchange process is killed when starting a new data exchange task
| Tools > System > Data > Data Exchange > Data Exchange Task > Import When a Data Exchange import has already been started by the GUI if another Data Exchange import is then started the first task will be destroyed and the second will be executed.
To reproduce:
- Start a Data Exchange import task with a large XML-file
- Start a Data Exchange import task with a small XML-file
- See that the first task will be killed and that the second one is executed.
This issue was introduced in SP3.
ITSM006495 | Database Rules do not convert large complex parameters
| Database Rules do not convert large complex parameters The rule fires the banner on the assigned to person computer. The rule fires, however it does not pull the host name from the [Assignment;To person;Account;Host] field. Instead the literal text [Assignment;To person;Account;Host] is used
Mon, 05/04/2004 07:02:47 <Agent Manager> Rule:Assign to host red banner, Action: Red Banner to assignment person. (Command Exec Action) Entity: Servicecall host: [Assignment;To person;Account;Host] command: banner.exe /red Service call 166 has been assigned to you.
Rule Parameters:
When call is created or modified.
where (*) priority equals High or Top
Red Banner to assignment person (Command Exec)
Host = [Assignment;To person;Account;Host]
Command line = banner
Parameters = /red Service Call [ID]
ITSM006504 | ONFAIL parameter doesn't work properly
| Service Desk > Integrations > Event Integration When the following parameter is specified in the sd_event.ini, the 3rd and further servers from the ONFAIL parameter are lost when processing ONFAIL Server connections. SERVER=server1 PORT=30980 ONFAIL=server2:30980,server3:30980,server4:30980
It's only possible to specify 2 ONFAIL servers.
ITSM006506 | Queuing tools do not work with Perl 5.8
| Service Desk > Integration > Queuing tools The queuing tools have a problem when they are used with perl 5.8. In perl 5.8 the prototype declaration is more strict compared to earlier versions. In file Queue.pm prototype declarations are used in the following way:
sub standard_arguments(@args)
This is accepted by perl 5.6, but perl 5.8 does not allow this anymore. This should be changed
to:
sub standard_arguments(@)
ITSM006518 | Order in XML-file could influence import.
| Tools > System > Data > Data Exchange > Data Exchange Task > Import When importing the following into Service Desk an error will be thrown. The order in the XML-file (which the xml-file gets when an export from an excel sheet is done) seems to make a difference. This should not be the case:
<PROPERTY NAME="INFORMATION" TYPE="string">
<VALUE>abcde</VALUE>
</PROPERTY>
<PROPERTY NAME="HELLO" TYPE="string">
<VALUE>1231111</VALUE>
</PROPERTY>
The following error is thrown:
warning: While processing INFORMATION (id = 1):
com.hp.ifc.ext.ExternalException: This instance of INFORMATION can not be processed, because not all primary keys values have been provided.
at com/hp/ifc/ext/AppSingleLoad.processEntity (AppSingleLoad.java)
at com/hp/ifc/ext/imp/AppEntityHandler.endElement (AppEntityHandler.java)
at com/jclark/xml/sax/Driver.endElement (Driver.java:147)
at com/jclark/xml/parse/EntityParser.parseContent (EntityParser.java:961)
at com/jclark/xml/parse/EntityParser.parseDocumentEntity (EntityParser.java:371)
at com/jclark/xml/parse/DocumentParser.parse (DocumentParser.java:35)
at com/jclark/xml/parse/base/ParserImpl.parseDocument (ParserImpl.java:32)
at com/jclark/xml/sax/Driver.parse (Driver.java:87)
at com/hp/ifc/ext/imp/AppImpTaskParser.parseFile (AppImpTaskParser.java)
at com/hp/ifc/ext/imp/AppImpTaskParser.objectToSD (AppImpTaskParser.java)
at com/hp/ifc/ext/imp/AppImpTaskParser.parseChunk (AppImpTaskParser.java)
at com/hp/ifc/ext/imp/AppImpTaskParser.parseSerial (AppImpTaskParser.java)
at com/hp/ifc/ext/imp/AppImpTaskParser.parse (AppImpTaskParser.java)
at com/hp/ifc/ext/imp/ImportXmlCim.startImportTask (ImportXmlCim.java)
at com/hp/ifc/ext/imp/ImportXmlCim.startImportTask (ImportXmlCim.java)
at com/hp/ifc/ext/imp/ImportXmlCim.main (ImportXmlCim.java)
This instance of INFORMATION can not be processed, because not all primary keys values have been provided.
ERROR: Parser error: java.lang.NullPointerException
at com/hp/ifc/ext/imp/AppEntityHandler.characters (AppEntityHandler.java)
at com/jclark/xml/sax/Driver.flushData (Driver.java:139)
at com/jclark/xml/sax/Driver.endElement (Driver.java:146)
at com/jclark/xml/parse/EntityParser.parseContent (EntityParser.java:961)
at com/jclark/xml/parse/EntityParser.parseDocumentEntity (EntityParser.java:371)
at com/jclark/xml/parse/DocumentParser.parse (DocumentParser.java:35)
at com/jclark/xml/parse/base/ParserImpl.parseDocument (ParserImpl.java:32)
at com/jclark/xml/sax/Driver.parse (Driver.java:87)....
....java.lang.NullPointerException
warning: fatal_error occurred while processing wo14154.xml_1.xml
This order in the XML-file works fine:
<PROPERTY NAME="HELLO" TYPE="string">
<VALUE>1231111</VALUE>
</PROPERTY>
<PROPERTY NAME="INFORMATION" TYPE="string">
<VALUE>abcde</VALUE>
</PROPERTY>
ITSM006534 | Java.Lang.NullPointerException in some clients after upgrading.
| After upgrading to Service Pack 7, some clients were displaying a java.lang.NullPointerException when trying to open a form. At first this was limited to a few clients, but after refreshing the cache on the server all clients suffered from this problem.
ITSM006561 | Searching in advanced find searches on day -1
| When you enter a search date in the Advanced Find screen it will search on day -1 To reproduce: - Database, application server and client on same machine - ECT timezone setting (UTC+1) in Service Desk. - Timezone setting on OS Amsterdam, Berlin, ... Time and adjust clock for daylight saving time
- Create a servicecall
- Click Advanced Find
- Select Advanced Tab
- Click Field - Registration - Created
- Set operator to 'On'
- Type 04/05/04 in the Value field (today's date)
- Click Find Now
It will not find the call you have just created. If you type tomorrow's date in the Value field, you will find the servicecall you have just created.
ITSM006563 | NullPointerException for database rule with data update from external system.
| A Nullpointer error occurs when creating a new database rule when using "Data Update From External System" as the action. To reproduce: admin console> business logic> database rules> change create a new database rule for change. apply this rule when Change is created or modified.
add any condition.
action : choose "data update from external system"
in the "Data Update From External System" dialog fill in the "Input from external system" field first.
then fill in the "Name" field.
then fill in the "URL" field.
The Nullpointer error happens while filling the URL field.
ITSM006570 | Outbound email incorrectly encoded when using UTF-8.
| Tools > System > System Panel > E-mail In Service Desk 4.0, the outbound character set for email is set by adding the following to the sd.conf file: smtp.outbound.characterset=UTF-8 smtp.outbound.encodeMessages=true In Service Desk 4.5 this is set in the Administrator Console.
When the outbound email character set in Service Desk is set to utf-8, all characters in the outbound email should be represented correctly, regardless which character set they belong to.
This should be independent of the regional settings of the OS of the machine that the server is running on. This however is not the case.
For instance, if a server is running on a Windows machine with a Russian OS, all Russian characters in an outbound email will be represented correctly. If the server is running on a Windows English OS, then some Russian characters will be represented by a '?'.
Workaround:
It is possible to force the JVM to run with utf-8 encoding as default. This can be done by setting the system property 'file.encoding'. For example, in a Service Desk 4.5 environment add '-Dfile.encoding=utf8' to the beginning of the java class path in the sd_server or sd_server.bat file. The relevant line should then begin as follows:
java -Dfile.encoding=utf8 -cp lib\classloader.jar
Please note that this workaround has not yet been tested for other possible effects on the Service Desk application.
ITSM006606 | Saving Service Levels results in error message that support hours are required
| Tools > System > Data > Codes > Service Level Agreement > Service Level Open a Service Level and change the value for the default checkbox. Then save the Service Level. This always results in the error message: "For service level the following fields are required: support hours"
This occurs even when the support hours are entered in the Service Level.
This defect was introduced with the fix for ITSM005821 and ITSM006334.
ITSM006619 | Approval Group and Approval vote still isn't populated from template.
| When you have added individual approval votes or added an approval group in a template the entity you create with this template doesn't copy the template values. The group is copied but not the approvers in the group. In the workorder template it is still possible to enter a default value for: '#Approval Required' and 'Approval Status'
ITSM006629 | Services and SLA become corrupted after changing Organization/Caller
| Shortcut Bar > Service Desk > Service call When creating a new service call and entering an organization (or caller) a list of related services can be shown. If now another organization is selected then the list of services remains exactly the same, even if the organization is not related to those services. But services where this other organization IS related to are not shown. The call with wrong organization-service combination can be saved without a problem.
How to reproduce:
1) Create a new service call
2) Select an Organization, or a related person as Caller, which has related Services
3) Show list of Services with: Service button > "Services Used by Caller"
4) Change Organization to an organization which has a different list of Services
5) Show list of Services in "Services Used by Caller"
Now the list appears to be exactly the same as the list shown in 3), every time the Organization value is changed, even thought the Services list should be different.
If started from Step 4) with a new Service call and that same Organization, you will see a different Service list than in Step 3).
Also, a second side effect to this, is that if you selected the Service from the incorrect list, after step 5), OVSD will choose the SLA related to the first organization selected, with the incorrect service list, instead of setting the SLA to blank, since the current Organization doesn't receive that service at all.
ITSM006644 | Quick View for Person is showing PER_OID instead of Full Name after inst. SP8
| After selecting (First, Last, Middle) Full Name in the Person Quick Find it will show the PER_OID on the Service Call form and not the name. This happened after the installation of SP8. It seems this bug was introduced by ITSM006358
ITSM006646 | Since SP8 NULL text fields in xml file are imported as "NULL".
| Tools > System > Data > Data Exchange > Data Exchange Task > Import Using data_exchange before SP8, empty fields in the xml file were ignored and default values specified in the template used with the import mappings were taken or these fields were left empty if there were no default values. Since SP8, empty text fields are imported as string "NULL".
NULL fields in the XML file are produced by exporting data from an MS Excel file containing empty fields.
ITSM006647 | In SP8 the template default values are not populating import mappings.
| Paths: - Tools > System > hpOVsd > Data > Data Exchange > Import Mapping - Tools > System > hpOVsd > Data > Templates > e.g. Person When creating an import mapping of e.g. Person or Address then the default values from the chosen template should be copied to the corresponding fields in the Field Mapping area. However, in SP8 there are no template values copied at all.
For example with Service calls a few default values such as Impact and Priority are copied while other values like Category, Classification and Status are not.
How to reproduce:
- Create e.g. a new person import mapping with any template.
- Make sure that the template has default values for fields.
- In the field mapping area the default values are never populated.
ITSM006660 | Fields #Approvers Required and Approval Status are removed in rules after SP8
| Tools > System > Business Logic > Database Rules > Servicecall > an Update rule After service pack 8 it is no longer possible to select the fields "#Approvers Required" and "Approval Status" in the ui- and database rules. They do not exist anymore in the drop-down box.
ITSM006794 | Trying to save an incident with a related configuration item generates an error.
| Shortcut Bar > Service Desk > Incident > new Incident When trying to save an incident with a related configuration item the following error will appear: "You are not allowed to view this configuration item on service" The incident cannot then be saved.
It happens only when there is no service license available, but it should be possible to save incidents without a service license.
Menu Bar > Tools > System > hpOVsd > System Panel > License

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Defect Report | Description
SP10: |
ITSM005445 | sd_access always returns 0 and has strange behavior
| Event integration /opt/OV/sd/server/bin/sd_access When sd_access is executed successfully, it should return "0", and if the execution is unsuccessful, then it should return a "1". However on UNIX a "1" is never returned. To reproduce:
Please see the following usage:
Usage: sd_access [<account> <password>] <servername>
Return value: 0 = connected, 1 = not connected
When the below line is executed, a "0" is returned if echo $? is entered after the command:
sd_access system servicedesk localhost
This is correct.
If however the following is entered:
sd_access system servicedesk nonexistingsystem
this also results in a "0", which is incorrect. The correct response should be "1", since the servername could not be found.
Similarly, if the application server is stopped and the following is executed:
./sd_access system servicedesk <your_app_server> ; echo $?
a "0" is returned, which is also incorrect.
ITSM005973 | Empty work orders with required fields related to a template are not created
| Tools > System > Data >Templates When a change is created from a template, all the work orders related to that change template should also be created, regardless of the fact that required fields were empty in the work order templates. Steps to reproduce:
1. Create a work order template with empty required fields
2. Create a change template with related work orders based on the work order template created in 1.
3. Create a change
In Service Desk all entities are created with templates. Hence this change affects other areas of Service Desk such as the Web Console, Service Pages, data exchange and sd_event.
The Web Console behaves like the full client. The user will be prompted which fields have to be filled in for the related entity and the tab page that contains the related entity. However the related entity will not be opened automatically.
For linked templates used in Service Pages, data exchange and sd_event the Service Desk administrators must ensure that all required fields have an initial value.
In Service Pages it is not possible to access related entities through an entity. For example if work orders are created through a change template it is not possible to open the work orders and fill in the missing required fields.
With data exchange and sd_event missing required fields on a linked template will result in error messages in the log, such as the following fragment from the sd_event_error.log:
PORT=30980
SERVER_RESPONSE=ERROR: For work order the following fields are required: Information,Status.
ITSM005997 | In view with option 'One of the Approvers' in filter, new records are not shown.
| Shortcut Bar > Service Desk > any of the shortcuts When a filter is used with the option "Where I am: 'One of the approvers'" (View > Current View > Customize Current View > Filter > tab page More Choices), if a new record (e.g. Service call) is created it does not show up in the view.
Refreshing does not help, selecting another view and going back or selecting an item and going back does not help either.
ITSM006326 | Cannot initially input any Planned CI values into a CI related to a work order.
| To reproduce: 1. Open a new work order 2. Set status and description (to anything) 3. Go to the CI/outage tab 4. Relate an existing CI
5. Once it is in the configuration Item list, highlight it and click modify.
6. In the planned CI values, update a field with new information (e.g., IP
Address) that should get updated when the workorder reaches a certain status.
7. Click OK
8. Save the work order.
9. Open the workorder, back up and go to the CI/Outage tab
10. Modify the CI listed
11. In the planned CI values, look for the field you updated before.
12. The "planned value" is no longer there.
The relate buttons were added in ITSM005904. The text in the solution says...
"IMPORTANT:
When you use the "Relate" button, it is not be possible to specify any Outage information at that moment as well as Planned Values. So, only the relationships between the work order and the various configuration items are added.
"
When you have just added a CI using the relate button you should be able to save any modifications to the Planned Values.
ITSM006468 | Service Pages accounts in lower-case appear in upper-case when imported.
| Tools > System > Data > Data Exchange > Data Exchange Task > Import If Service Pages user names are specified in lower-case in an Excel spreadsheet, and an export operation is performed, the xml file will also show the user names in lower-case. When however the import into Service Desk is performed, it creates the Service Pages user names with upper-case letters.
This also happens when custom fields are used.
ITSM006505 | UI and database rules give deserialization and NullPointerException errors.
| Tools > System > Business Logic > UI Rules <Trace> Unable to deserialize an object (com.hp.ifc.rep.rules.actions.AppRuleUpdateDataInfo). nullcom.hp.ifc.io.AppStreamException: Unable to deserialize an object (com.hp.ifc.rep.rules.actions.AppRuleUpdateDataInfo).
null
at com.hp.ifc.io.AppStreamer.readValue(Unknown Source)
at com.hp.ifc.io.AppStreamer.readValue(Unknown Source)
at com.hp.ifc.rep.rules.actions.AppRuleDataUpdatesInfo.load(Unknown Source)
at java.lang.reflect.Method.invoke(Native Method)
at com.hp.ifc.io.AppStreamer.readValue(Unknown Source)
at com.hp.ifc.io.AppStreamer.readValue(Unknown Source)
at com.hp.ifc.rep.rules.AppAbstractRuleInfo.load(Unknown Source)
at com.hp.ifc.rep.rules.uirules.AppUIRuleInfo.load(Unknown Source)
.......
and:
<Trace> java.lang.NullPointerException
at com.hp.ifc.rep.rules.actions.AppRuleUpdateDataInfo.getAttributeInfo(Unknown Source)
at com.hp.ifc.rep.rules.actions.AppRuleUpdateDataInfo.load(Unknown Source)
at java.lang.reflect.Method.invoke(Native Method)
at com.hp.ifc.io.AppStreamer.readValue(Unknown Source)
at com.hp.ifc.io.AppStreamer.readValue(Unknown Source)
at com.hp.ifc.rep.rules.actions.AppRuleDataUpdatesInfo.load(Unknown Source)
at java.lang.reflect.Method.invoke(Native Method)
at com.hp.ifc.io.AppStreamer.readValue(Unknown Source)
at com.hp.ifc.io.AppStreamer.readValue(Unknown Source)
at com.hp.ifc.rep.rules.AppAbstractRuleInfo.load(Unknown Source)
at com.hp.ifc.rep.rules.uirules.AppUIRuleInfo.load(Unknown Source)
......
ITSM006574 | NullPointerException in API code when setting Service for an Incident
| Web-API > Incidents When you create an Incident with the APIs it is not possible to fill the Service field. When the Service is entered by the template or the API code the application server will return a nullpointer exception. It is not possible to create Incidents with API code that have a value for the Service field.
ITSM006593 | Database rules execute with client authorization instead of system authorization
| Tools > System > Business Logic > Database Rules If a user has status access between "registered" and "completed" and a database rule is configured to set the status to "closed" when the user sets the status to "completed" the database rule does not work. The TRACE in the log file shows the message "You are not allowed to view this incident status or this may have been deleted by another user".
It looks like the problem occurs because user permissions are used to execute the rule rather than the administrator permissions. This can be demonstrated by the system administrator setting the status to "completed" or allowing the user status access from "registered" to "closed", and seeing that the database rule then works.
All these rules worked prior to service pack 7, and problem also occurs in service calls, changes, problems, etc.
How to reproduce:
1. Create a role which has status authorization for Servicecall from Registered to Informed (so he may not choose the Closed status)
2. Assign a user to that role.
3. Create a database rule that sets the Servicecall to Status Closed whenever description contains: qwerty
4. Log in with the user that has this newly created role. Open or create a service call and set the description to qwerty.
5. Save the call.
6. The database rule will fire but the following message will be displayed:
<Trace> You are not allowed to view this service call status or this may have been deleted by another user.
ITSM006613 | When BANNER.EXE runs, several 'DOS' windows flash by.
| Tools > System > Business Logic > Database Rules Create a rule that performs a command exec action on an agent. Example: c:\temp\banner.exe /green Record with number [ID] dispatched If the agent on the receiver's machine is started as a Service, the command exec will create several dos boxes on the receiver's machine for a very short time before the command exec is performed.
ITSM006625 | UI rule remains active even after triggering condition changes.
| Tools > System > hpOVsd > Business Logic > UI Rules > Service call If a 'limit field value range' UI rule is created which will limit the value range for a certain code field (e.g. Impact) when a specific value for another code field (e.g. Category) is chosen then the limitation remains even after selecting another value for Category.
To Reproduce:
In service calls the field Category has values such as "Request for Incident Resolution" and "Request for Information" and the field Impact has values "Top", "High", "Medium", "Low", "None".
Create the following UI rule:
- Apply this rule when a value has changed
- Category equals "Request for Incident Resolution" (Check the "Evaluate this rule when this field has been changed" checkbox)
- Limit field value range, Impact equals "High", "Medium" or "Low"
This UI rule works.
However, if in the same service call, but before it is saved, another value like "Request for Information" is selected in the Category field, then the UI rule is still operative so for Impact the value "None" cannot be selected.
This happens in all SD 4.5 versions. In SD 4.0 the limitation IS removed when selecting another Category.
ITSM006634 | Request to bundle sd_event script file in future patches.
| sd_event failed with the following error in the OVO-Service Desk integration environment: SERVER RESPONSE=ERROR: is not a valid attribute in this integration context. This error does not occur when the sd_event which is provided in Service Pack 6 is used.
This is because installing the service pack 8 sd_event overwrites the service pack 6 sd_event. The service pack 8 sd_event is an old version of the service pack 6 sd_event.
ITSM006636 | Deleting UI rules is slow.
| Tools > System > Business Logic > UI Rules Deleting UI rules is slow, and becomes exponentially slower when there are more in the view. Examples on a system without other load and with only UI rules as data: - with 100 rules it takes over a minute on average to delete a rule and refresh the view.
ITSM006640 | Predecessor/Successor information is not modified when 2 work orders are deleted
| Change > work orders (related as predecessors) When there is a chain of work orders that are related to each other as predecessors and you remove one of the work orders, on saving the entity (e.g. the change) the chain is put back again. Example: Work orders 1-2-3, you remove number 2, now the chain looks like: 1-3.
However, when you remove two (or more) work orders, the chain is not put back again. This is inconsistent.
ITSM006642 | Update from external system does not work in Microsoft IIS software.
| Tools > System > Business Logic > UI / DB Rules When using the new "Data Update from External System" function in Service Pack 7, it works fine on an Apache Server but when using it on IIS the following error will be thrown: Wed, 19/05/2004 16:37:31 <Trace> HTTP server used for UI/DB-rules returned with error: 100 Continue
Apache Output :
============================================================
HTTP/1.1 200 OK
Date: Wed, 19 May 2004 14:23:52 GMT
Server: Apache/2.0.48 (Win32) mod_perl/1.99_13 Perl/v5.8.0
Connection: close
Transfer-Encoding: chunked
Content-Type: text/html; charset=ISO-8859-1
17
n_fields=1&field_0=1102
0
============================================================
IIS Output :
============================================================
HTTP/1.1 100 Continue <=====
Server: Microsoft-IIS/5.0
Date: Wed, 19 May 2004 14:24:18 GMT
X-Powered-By: ASP.NET
HTTP/1.1 200 OK
Server: Microsoft-IIS/5.0
Date: Wed, 19 May 2004 14:24:18 GMT
X-Powered-By: ASP.NET
Connection: close
Content-Length: 23
Content-Type: text/html; Charset=ISO-8859-1
Set-Cookie: ASPSESSIONIDCACDTDST=FLHBMHJDLFKOGPAPMGHKKBEM; path=/
Cache-control: private
n_fields=1&field_0=1102
============================================================
ITSM006651 | Banner not shown when using user variables in a database rule.
| Tools > System > Business Logic > Database Rules > Demo rule: Red Banner when Service Call Priority is Top The Service Desk agent fails to show a banner if you use "%SD_AGENTHOME%\bin\banner.exe" as command line in a Command Exec Action. How to reproduce:
Make sure the database rule "Demo rule: Red Banner when Service Call Priority is Top" is fired. This rule is part of the Service Desk demo data:
- Run a Service Desk agent.
- Enable/unblock the above database rule.
- Create a new service call with priority TOP and save it
- The database rule should fire now
- The log should say:
Thu, 10/06/2004 16:09:02 <Agent Manager> Rule: Demo rule: Red Banner when Service Call Priority is Top Action: Red Banner (Command Exec Action) Entity: Servicecall Agent: localhost Commandline: "C:\Program Files\Hewlett-Packard\OpenView\service desk 4.5\agent\\bin\banner.exe" /red Service call 167 has been assigned to you. Error: CreateProcess: "C:Program FilesHewlett-PackardOpenViewservice desk 4.5gent\bianner.exe" /red Service call 167 has been assigned to you. error=123
Note the last line after "CreateProcess" does not contain backslashes anymore. The path to banner.exe has become corrupted. This is why the banner is not shown.
Note:
To reproduce this defect on service pack 8, edit the database rule and modify the Command Exec Action by entering "localhost" (for example) where it says "[Assignment; To Person; Account; Host]".
ITSM006654 | In UI rules time comparison is ignoring minutes.
| Tools > System > hpOVsd > Business Logic > UI Rules > e.g. Service call If a UI rule is set up to fire after closing a call and when for example the deadline is before the entered actual finish, then it will not fire if the hours in the time stamps are equal, regardless of the difference in minutes.
How to reproduce:
Create a UI rule with following specifications:
- Apply this rule: Before the item is saved
- Conditions: NOT (Deadline on or after Actual Finish) Note: i.e. Deadline before Actual Finish
AND Status equals Closed
- Action: Update Data: e.g. some-custom-field set to Bad Work!!!
Now a Deadline with time stamp 16:59 (date is the same for both fields) is considered before an Actual Finish time of 17:10, so the rule fires.
But a deadline time of 17:00 is apparently NOT considered before 17:10, so the rule does NOT fire.
ITSM006655 | ACES import of Data Group fails
| Importing ACES data using the pre-defined Data Group fails, according to the log. How to reproduce: Tools > System > File > Aces > Aces Export Wizard > Next Select "Data" from the list on the left and make sure it is moved to the list on the right. This group is now selected for export.
Note the Name and Location of the export file, because this will be needed later on.
Click Next and Start Export.
Wait while exporting, click Finish when done.
Now choose Tools > System > File > Aces > Aces Import Wizard > Next
Click "Add" and select the XML file that has just been exported. Click Next and Start Import.
The import will start but fail with an error when exporting the "Data - All Web API Applications" View. The log shows:
Start Importing ACES items : Data/Data - All Web API Applications of type: WebApiApplication (23 of 10)
Item: WebApiApplication with Text='SCwiPERS'
java.lang.InternalError: invalid magic number.Item: WebApiApplication with Text='SCwoPERS'
com.hp.ifc.io.AppStreamException: Unable to decode. Succesfull inserts: 0 / failures: 2
End Importing ACES items: Data/Data - All Web API Applications of type: WebApiApplication (23 of 10)
End Importing file : C:\Program Files\Hewlett-Packard\OpenView\service desk 4.5\client\data_exchange\xml\ACES_Export_20040615_162151.xml (1 of 1)
ITSM006656 | ACES exporting view 'Security - all Required Fields' fails with FATAL error.
| Tools > System > Data > ACES Tools > System > Menu File > ACES Out of the box ACES group * Security Includes the out of the box ACES Views:
* Security - All Application Accounts
* Security - All Required Fields
* Security - All Roles
When exporting the above ACES views a fatal error is thrown and the XML file will not be created:
Error:
Exporting ACES view : Security - All Required Fields of type: Required fields (2 of 3)
Quering with condition : OR {ObjectId} = 281478244794382
OR {ObjectId} = 281478244794381
..........
..........
..........
OR {ObjectId} = 71471
Number queried objects : 45
Quering related info for : Approval
Quering with condition :
Number queried objects : 3
FATAL Entity: ApprovalStatus part of RequiredFields?
End Time: 2004-06-02 14:10:00
ITSM006657 | Using maxrecords during data export causes ErrorNumber: 5005
| Tools > System > Data > Data Exchange > Data Exchange task > export When running a Data Exchange export task that retrieves data from an SQL-Server database, the following message appears and the export does not generate the xml-file: SqlQuery : SELECT "authors"."au_id" AS "AUID", "authors"."au_fname" AS "AUFIRSTNAME", "authors"."au_lname" AS "AULASTNAME" FROM "authors"
Section[AUTHORS]: SqlError: [Microsoft][ODBC SQL Server Driver]Connection is busy with results for another hstmt
ErrorNumber: 5005
The problem lies in the fact that MAXRECORDS = xxx is used in the ini-file where xxx is the number of records that need to be exported.
This issue only applies to SQL-Server, since on Oracle this problem does not occur.
ITSM006666 | All scheduled tasks are loaded during startup of application server.
| Tools > System > Business Logic > Scheduled Tasks During startup of the application server all of the scheduled tasks are loaded into memory instead of only the ones that are scheduled for execution on that application server. This causes a delay in the startup of the application server when there are a lot of scheduled tasks in the database.
ITSM006667 | It is impossible to log rule manager debug information to a different log file
| The current implementation of the "Rule manager Debug" contains too much information and the bulk data that is retrieved in a customer environment can hardly be used to identify rule problems. It would be better if the information was stored in a separate log file and the information that is stored had a more readable format.
ITSM006668 | Unable to get event queue reader information
| It is currently impossible to get information about the event queue reader. The events that are generated within Service Desk, updates, inserts and deletes are passed on for example to the rule manager, but information about the total amount of events processed, the average time it takes to process an event and so forth is not available.
ITSM006669 | Unable to get database rule manager actions information.
| It is currently impossible to get information about the database rule manager actions. For the actions that are performed by the database rule manager like data update, agent action, outbound email and external data update there is no information about the total amount of actions performed and the average time it takes to perform an action.
ITSM006670 | Unable to turn monitoring info on or off for various components during run time
| It is currently impossible to enable or disable for example rule manager monitoring, also known as debugging, during run time. This means the application server has to be restarted in order to enable or disable monitoring.
ITSM006671 | Advanced Find does not always show all fields to choose from.
| Tools > Advanced Find > Look for: e.g. Configuration Item When selecting Advanced Find > Advanced tab page and then clicking on "Field" normally a list of fields that are available to search on is displayed. This list used to be split over several columns across the display screen.
Since service pack 7 however, when clicking on "Field" only one single column of fields is available which looks like it simply scrolls off the bottom of the screen. This problem occurs when there are many custom fields and therefore the list is long.
On Windows 2000 and Windows XP clients there are arrows available at the top and bottom of the column that can be used to scroll up or down to find the desired field. However, on Windows NT clients there are no arrows available so it is potentially not possible to select all fields.
Furthermore, on Windows 2000 clients, if there are two or three columns visible (with fewer custom fields activated), then two or three fields between the last field of the first column and the first field of the second column are out of sight.
This can be seen by highlighting the last field of the first column and scrolling down with the arrow key. It takes three or four times before the first field of the second column is reached.
ITSM006673 | sd_dataform will not start if Service Desk is installed other than on C:\ drive
| Command Line Interface (CLI) When sd_dataform is started to display a Service Desk form it fails with the error: com.ms.com.ComError: Failed creation of com/hp/ifc/ui/comInterface/AppComHandler because CoCreateInstance of CLSID {B01F7E98-B0E7-11D4-9FD8-0060B0B58969} failed: Server execution failed.
This will occur only if there is no client running when sd_dataform is invoked, and where the Service Desk client has been installed on a different drive on windows.
ITSM006680 | Application accounts imported as named users even if concurrent in template
| Application accounts imported as named users even if concurrent selected in template Even if the template used has concurrent user set to "yes" and named user set to "no", the import task treats the import as a named user account import. To import concurrent users a workaround is needed. It is necessary to import a 1 in the concurrent user field, AND a 0 in the named user field. Just importing the one will produce the same error:
"The maximum number of accounts (number of named user licenses) has been reached for the current license".
ITSM006681 | Newly created work order is related to the change that was previously open.
| Shortcut Bar > Change If a new work order is added to a change (that was opened from a change view), and a new work order is created (File > New > Work order), the work order will be related to the change that was previously open, even if this was not intended.
The 'related to Change' field is grayed out, so it is not possible to save the new work order without the change being related.
It also happens with service calls, incidents and problems.
How to reproduce:
- go to a change view
- open an existing change
- on the work orders tab choose Add...
- close the work order (with or without saving it)
- close the change (with or without saving it)
- now still from the change view create a new work order (File > New > Work order). It is directly related to the change that was opened before. The field is grayed out, so it is not possible to remove it.
ITSM006683 | "Unique Search Code For CI" is not enforced if it starts with '['
| Paths: - Shortcut Bar > CMDB > Configuration Item - Tools > System > hpOVsd > System Panel > General Settings > Application tab page This happens only on SQL Server databases, not on Oracle databases. If the check box "Unique Search Code For CI" in the General Settings is checked it should not be possible to create Configuration Items with duplicate search codes.
However, when using a left bracket '[' to start a search code it IS possible to create several Configuration Items with the same search code.
For example: it is possible to create several Configuration Items with [TEST as search code.
Trying to use a duplicate search code with any other starting character will give the message: "A configuration item with this search code already exists. For a unique configuration item you must enter a unique search code."
ITSM006689 | Japanese texts are scrambled in Merge result window
| Shortcut Bar > Service Desk > e.g. Service call The merge functionality was added in Service Pack 7. When two (or more) users edit one Service call document simultaneously and save it, the second user gets the message "This item has been changed by the system or another user. The differences have to be merged. Do you wish to continue?".
Pressing Yes displays a Merge result window. In Japanese the texts for field names and code values are scrambled.
ITSM006705 | Labels in service pages are mixed up with users that have different languages.
| Service Pages When two people using the same account but with a different language log into Service Pages at the same time you sometimes see that the language setting of one account is lost and replaced with the other language. The window than shows labels with a mix of the two languages.
ITSM006708 | java.lang.NullPointerException Error Message when editing template.
| Tools > System > Data > Template When editing the Service field on the Service Call Template the following error was displayed after clicking on Service button (Service button with the down arrow): java.lang.NullPointerException at com/hp/itsm/servicedesk/ui/UIServiceEventSrvLookup.createActionMenu (UIServiceEventSrvLookup.java:116)
at com/hp/ifc/ui/fld/AppLookupField.showContextMenu (AppLookupField.java:118)
at com/ms/wfc/core/EventHandler.invoke (EventHandler.java)
at com/ms/wfc/core/Component.fireEvent (Component.java)
at com/ms/wfc/ui/Control.onClick (Control.java)
at com/hp/ifc/ui/AppArrowButton.onClick (AppArrowButton.java:308)
at com/hp/ifc/ui/AppArrowButton.wndProc (AppArrowButton.java:514)
at com/ms/wfc/ui/Control$ControlWindow.wndProc (Control.java)
at com/ms/wfc/app/Window.callback (Window.java)
at com/ms/wfc/win32/Windows.DispatchMessage (Windows.java)
at com/ms/wfc/app/Application$ThreadContext.runMessageLoop (Application.java)
at com/ms/wfc/app/Application.runDialog (Application.java)
at com/ms/wfc/ui/Form.showDialog (Form.java)
at com/hp/ifc/ui/cpl/ald/AppAttributeValuesField$ValuesGrid.openItems (AppAttributeValuesField.java:482)
at com/hp/ifc/ui/AppGridView.dblClick (AppGridView.java:260)
at com/ms/wfc/core/EventHandler.invoke (EventHandler.java)
at com/hp/ifc/ui/grid/GridEX/GridEXEventMulticaster.DblClick (GridEXEventMulticaster.java:226)
at com/ms/wfc/win32/Windows.DispatchMessage (Windows.java)
at com/ms/wfc/app/Application$ThreadContext.runMessageLoop (Application.java)
at com/ms/wfc/app/Application.run (Application.java)
at com/hp/ifc/ui/AppConsole.main (AppConsole.java:1652)
ITSM006722 | When using include roles the templates of both roles are not merged.
| Tools > System > Security > Access > Role > open a role > tab Include If you have two roles attached to an account via the include roles option then only the templates of the main (top) role are shown. Templates that belong to the included role are ignored.
Tools > System > Security > Access > Application Account > open an account
Role 1 (has template A and B for Servicecall) <checkbox has been checked)
Role 2 (has template C and D for Servicecall) <checkbox has NOT been checked)
When you start the account than the attributes settings of both Roles are merged correctly but the templates are not.
ITSM006729 | Entered time gets increased or decreased, depending on time zone used.
| Any entity > any date/time field When entering fields like Deadline, Actual Start and Actual Finish, manually or by using the calendar, the time part gets increased or decreased by several hours, depending on the client's time zone. When calculating the local time the offset of the time zone is used, but now this offset is doubled, regardless whether it is a positive or a negative offset.
Only when entering 0 the time will be set correctly.
For example:
Primary Time Zone is Coordinated Universal Time (UTC +00:00).
Time zone in Service Desk clients is set to (UTC+05:00 DST) Russia Standard Time (Nizhnevartovsk), so the offset for this time zone is +6 (including the DST).
9:00 AM UTC will normally be 3:00 PM, but now it becomes 9:00 PM.
ITSM006731 | Concatenating a field to itself with another field does not work anymore.
| Tools > System > hpOVsd > Business Logic > UI Rules > e.g. Service call The concatenate functionality introduced in Service Pack 7 for update data actions in rules no longer works the same way in Service Pack 9. If you want to set the value of a field to the concatenation of itself and another field (A -> A + B) then that is no longer possible. When choosing for example information as field then it is not possible to choose it again in the concatenate function.
Trying to set the value of field A to the concatenation of field B and C is still working.
How to reproduce:
create a rule (e.g. UI Rule for service call)
- add a condition (e.g. Status > In Progress)
- choose an Update Data action
- pick e.g. the information field
- click set to Value button (> next screen) > Function > concatenate > Value (next screen) > Attribute > and search for Information, but it is not there anymore.
ITSM006732 | DB/UI Rule not firing when expected with the data update from external system.
| Tools > System > Business Logic > UI/database rule When using the data from external system action, the database/UI rule is not firing when expected. This happens when using an ID field as an output field to the external system. With other fields as output there are no problems.
When you configure for example the following rule (for a database or a UI rule):
- When service call is created or modified
- Where configuration item is anything
AND SC CI (custom field on configuration item) is anything
- Update data from external system with output field: Configuration;ID
This rule ONLY fires successfully if both Configuration Item and SC CI are NOT empty. In all the cases where one or both of them are empty, the rule does NOT fire correctly.
In the logserver.txt for DB rules and in the logclient.txt for UI rules you see the following:
Wed, 14/07/2004 17:16:52 <DBRuleManager> Rule "external test 2" was valid, execute the actions
Wed, 14/07/2004 17:16:52 <Trace> DBRuleManagerjava.lang.NullPointerException
at com.hp.ifc.ev.rules.AppExecuteExternalDataUpdate.execute(Unknown Source)
at com.hp.ifc.ev.dbrules.AppDBRuleManager.runActions(Unknown Source)
at com.hp.ifc.ev.dbrules.AppDBRuleManager.handleEvent(Unknown Source)
at com.hp.ifc.ev.dbrules.AppDBRuleManager.handleEvent(Unknown Source)
at com.hp.ifc.ev.AppEventQueueReader.run(Unknown Source)
at java.lang.Thread.run(Unknown Source)
ITSM006746 | UI rule limiting value range causes state of field to be 'Changed'
| Tools > System > Business Logic > UI Rules > e.g. Change When using a UI rule that fires on opening an item and that has a limit field value range as an action then after opening while nothing has changed, the field where the range has been limited for is marked as 'Changed'.
This should not happen because the existing value of the item is in the limited range and therefore not changed.
This 'Changed' status is causing that after closing the item the message "Do you want to save the changes?" is shown, while nothing has been changed.
Other UI rules working on the same field are fired too, while they should not.
How to reproduce:
1) The Status of a Change record can be one of the following (for example): 'Registered', 'Awaiting Approval', 'Approved', 'Rejected', 'Work in progress', 'Implemented', 'Backed out', 'Review', 'Closed'.
A UI rule limits the field value range to 'Awaiting Approval', 'Approved' or 'Rejected' if the Status is 'Awaiting Approval' and the change record is opened:
Apply this rule: After an item has been opened
Condition: Status equals Awaiting Approval
Action: Limit field value range to: Status equals Awaiting Approval; Approved; Rejected
After this rule is created, if an item is opened then the only options available to the user with regard to Status are 'Awaiting Approval', 'Approved' or 'Rejected'.
However, if an item is opened where the Status is Awaiting Approval and the item is immediately closed without the user making any changes whatsoever, the user is prompted with the message "Do you want to save the changes?".
2) Two rules exist for e.g. Work order:
Apply this rule: After an item has been opened
Condition: where Category equals Task
AND NOT (Status equals Open)
Action: Limit field value range to: Status equals Open; Ready; Closed
Apply this rule: When a value has changed
Condition: where Status (*) equals Closed
Action: Update Data: Actual Finish set to (Current date)
If now a work order with category 'Task' and status 'Closed' is opened the value range for Status is limited (correct) but also the 'Actual Finish' is set to current date (not correct, the '' Actual Finish' should not be updated every time the record is opened).
The first rule fires, but there is no value change, so second rule should not fire.
In both cases Service Desk acts as if an attribute has changed.
ITSM006747 | The seconds are gone when using sd_event (with a Japanese locale).
| Integrations > sd_event When sd_event sends an event to create an Entity (for example an Incident) in Service Desk when using a Japanese locale, the date fields are displayed incorrectly. In this case the date value is sent in the yyyy/mm/dd HH:mm:ss format.
To Reproduce:
Set the date value to the same format as Service Desk.
Run the following command:
sd_event.exe -f sd_event.ini -v DESCRIPTION="Import test." PRIORITY="None" TESTDATE="2004/07/23 22:17:34" STATUS="Active" DEADLINE="2004/08/10 23:15:14"
TESTDATE is custom field.
DEADLINE is normal field.
The problem occurred for both of them.
After executing sd_event the value of "TESTDATE" was set as "2004/07/23 22:17:00", and the value of "DEADLINE" was set as "2004/08/10 23:15:00".
It can be seen that the seconds are missing.
ITSM006758 | Sd_dataform.bat does not support "/settings" parameter
| Command Line Interface (sd_dataform) If you have your user profile (user_settings.xml) located in a different location than the default, for example on a network path, the sd_dataform.bat does not retrieve the correct information and starts the connection wizard.
The sd_dataform does not support the "/settings" parameter. It will always look for the user_settings.xml file in the default location.
ITSM006767 | Work orders from predecessor/successor chain not created when user not entitled
| Tools > System > Security > Access > Role Work orders from predecessor/successor chain are not created when the user is not entitled to the work order templates. The following set up worked OK: - Work order predecessor/successor chain defined in templates
- User is only entitled to the last work order template
- When relating a new work order with that template to a change the whole chain is created
After implementing ITSM006156 (Service Pack 8) this does not work anymore. When relating the work order only the last of the chain is related..
This change means that the user should be entitled to all work order templates from the chain which means that the user will be able to select any of the templates. If the user selects a work order template from the middle of the chain this will break the workflow.
Make it possible to hide the predecessor work order templates from the user to make sure only the correct template can be chosen.
ITSM006769 | java.lang.RuntimeException: Invalid argument : index 12
| Adding workgroups to a person or persons to a workgroup generates an error on the client. The following error occurs when pressing the add button on the workgroup record person tab. Tue, 13/07/2004 10:33:41 <Trace> java.lang.RuntimeException: Invalid argument : index 12 at com/hp/ifc/util/AppList.getItem at com/hp/ifc/util/marshal/AppAttributeSelection.getValue
at com/hp/ifc/util/marshal/AppAttributeSelection.getAttributeId
at com/hp/ifc/util/marshal/AppAttributeSelection.merge
at com/hp/ifc/wf/AppEntityCheck.mergeInvisibleSelections
at com/hp/ifc/wf/AppEntity.initialize
at com/hp/ifc/wf/AppEntityHome.openNew
at com/hp/ifc/wf/AppEntityHome.openNew
at com/hp/ifc/wf/AppEntity.parseValues
at com/hp/ifc/wf/AppEntity.initialize
at com/hp/ifc/wf/AppEntityHome.openNew
at com/hp/ifc/wf/AppEntitySet.addNew
at com/hp/ifc/wf/AppAbstractEntitySet.addNew
at com/hp/ifc/ui/fld/AppMultipleRelationField.onAddRow
at com/hp/ifc/ui/fld/AppGridPaneField.addRow
at com/ms/wfc/core/EventHandler.invoke
at com/ms/wfc/core/Component.fireEvent
at com/ms/wfc/ui/Control.onClick
at com/hp/ifc/ui/AppButton.onClick
at com/ms/wfc/ui/Control.wmMouseUp
at com/ms/wfc/ui/Control.wndProc
at com/ms/wfc/ui/Control$ControlWindow.wndProc
at com/ms/wfc/app/Window.callback
at com/ms/wfc/win32/Windows.DispatchMessage
at com/ms/wfc/app/Application$ThreadContext.runMessageLoop
at com/ms/wfc/app/Application.run
at com/hp/ifc/ui/AppConsole.main
And from the person screen the following error occurs when pressing the add or relate button on the person workgroup tab.
Tue, 13/07/2004 10:33:41 <Trace> java.lang.RuntimeException: Invalid argument : index 13 at com/hp/ifc/util/AppList.getItem at com/hp/ifc/util/marshal/AppAttributeSelection.getValue
at com/hp/ifc/util/marshal/AppAttributeSelection.getAttributeId
at com/hp/ifc/util/marshal/AppAttributeSelection.merge
at com/hp/ifc/wf/AppEntityCheck.mergeInvisibleSelections
at com/hp/ifc/wf/AppEntity.initialize
at com/hp/ifc/wf/AppEntityHome.openNew
at com/hp/ifc/wf/AppEntityHome.openNew
at com/hp/ifc/wf/AppEntity.parseValues
at com/hp/ifc/wf/AppEntity.initialize
at com/hp/ifc/wf/AppEntityHome.openNew
at com/hp/ifc/wf/AppEntitySet.addNew
at com/hp/ifc/wf/AppAbstractEntitySet.addNew
at com/hp/ifc/ui/fld/AppMultipleRelationField.onAddRow
at com/hp/ifc/ui/fld/AppGridPaneField.addRow
at com/ms/wfc/core/EventHandler.invoke
at com/ms/wfc/core/Component.fireEvent
at com/ms/wfc/ui/Control.onClick
at com/hp/ifc/ui/AppButton.onClick
at com/ms/wfc/ui/Control.wmMouseUp
at com/ms/wfc/ui/Control.wndProc
at com/ms/wfc/ui/Control$ControlWindow.wndProc
at com/ms/wfc/app/Window.callback
at com/ms/wfc/win32/Windows.DispatchMessage
at com/ms/wfc/app/Application$ThreadContext.runMessageLoop
at com/ms/wfc/app/Application.run
at com/hp/ifc/ui/AppConsole.main
This error could not be duplicated on a demo database.
ITSM006773 | Certain combinations of fields in a view can cause an exception to occur.
| In some occasions it is impossible to open records from a view. If this is the case sometimes nothing seems to happen, sometimes the user gets a NullPointerException and sometimes the user gets the message: You are not allowed to view this service call. It may have been deleted by another user.
It can be fixed by refreshing the view (F5 or Tools > Refresh)
or by opening the View Summary screen (Customize Current View) and clicking OK
or by exiting and restarting the client.
How to reproduce:
Use a view in service today called: Service Today For Workgroup (Table) with the following characteristics:
Fields: ID; Item Type; Assignment To person Name; Description; Assignment Assignment Status; Assignment Assignment Priority; Deadline; Assignment To workgroup Name
Group by: Assignment To workgroup Name (Ascending); (Show field); (All collapsed)
Sort By: Assignment To person Name (descending) (show field)
Filter: Where I am: part of the assigned workgroup (Match Case)
Assignment;To Person is not empty (to decrease the amount of records)
Add the Collapse All and Expand All buttons to your toolbar.
Restart service desk.
1. Press the Expand all button
2. Click once on the Description header
3. Press F5 (refresh)
4. Click on the Description header (again)
5. Click on the To person header
6. Press the Expand all button
7. Opening any record by double-clicking will fail (with or without error)
ITSM006796 | Closing a message in OVO does not close the incident in Service Desk.
| It is currently possible to change the severity of an alert in OVO for Windows. When this severity is changed the corresponding Service Desk incident also gets a new severity. When an alert in OVO for Windows is closed it is not possible to close the corresponding incident in Service Desk.
The acknowledging of an OVO alert or message is similar to changing the severity, with the difference that instead of changing the severity the incident needs to be closed. Closing an incident is not possible when closing an alert or message in OVO for Windows.

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Defect Report | Description
SP11: |
ITSM004780 | Ability to audit changes made from within the administrator's console.
| Tools > System > Security > Audit > Audit Rules We would like to be able to turn on/off auditing within the Administrator Console to determine which items have been changed as well as by whom, when, etc.. At present, if something changes in the Administrator Console, we have no way of determining what changed, who changed it, and when.
ITSM005873 | Data Exchange from GUI fails because of user_settings.xml it creates
| Tools > System > Data > Data Exchange > Data Exchange Task > Import When starting a Data Exchange import from the GUI the following error message appears: "Could not find the install folder. Start the program from the product folder." When the import is started a user_settings.xml file is created in the root of the drive where Service Desk is installed.
Sometimes however information is missing from the user_settings.xml file, so all that appears is as follows:
<SETTINGS>
</SETTINGS>
Therefore it doesn't contain a product data directory or product install folder, thus causing the error.
ITSM006128 | All audited information should be visible in the history lines.
| Service call > History In certain circumstances it would be desirable to be able to include more information in the history lines of an entity. For example, it could be possible that as part of an automated process large history lines need to be added to an entity (for example if the information field of a service call is audited). As a result it is possible that the information that needs to be added to a history line exceeds the number of characters that the subject field of a history line can contain. The rest of the information is then lost.
To ensure that this data is not lost, it is requested that the subject field of a history line be enlarged, or that it is possible to specify that the data should be put in the information field of a history line. Of course something must be entered in the subject field since this is a required field.
ITSM006537 | Applying a hot fix or service pack to Service Desk console clients is cumbersome
| Whenever a new hot fix or service pack is released with fixes and / or features for the Service Desk console client, it has to be installed on every end user machine. This is especially true for a hot fix, which usually updates no more than a few files and currently requires some sort of third party distribution mechanism in order to get the hot fix to the end user machine. In large companies different IT departments can cause delays in the distribution of a simple hot fix.
For service packs, the situation is similar, although it has to be said that because of the size of the service pack, the delay of installation is usually because of the test effort required to ensure that the production system can be upgraded without problems. Currently, the risk that a hot fix is required to resolve potential problems in the production environment fuels the need to perform extra testing on the service pack and the knowledge that a hot fix cannot be easily applied on all end user machines delays the implementation of a service pack even more.
ITSM006709 | web-api calls spuriously return a null pointer error when creating new code
| Web-Api creating new codes. Given the following test code: import com.hp.itsm.api.*; import com.hp.itsm.api.interfaces.*; public class createNewCode
{
public static void main(String args[]) {
int totalInserts = 50;
String server = "honeydew";
String username = "system";
String password = "servicedesk";
ApiSDSession session = null; try {
session = ApiSDSession.openSession(server, username, password);
} catch (Exception e) {
// Something went wrong while logging on, show error
System.out.println(e.getMessage());
return;
}
IOrganizationCode1Home code1Home = session.getOrganizationCode1Home();
IOrganizationCode1 code1 = null;
for(int i = 0; i < totalInserts; i++) {
int i = 10;
code1 = code1Home.openNewOrganizationCode1();
code1.setText("X"+i);
System.out.println("X"+i);
code1.setCodeDisabled(new Boolean(false));
try {
code1.save();
} catch (RuntimeException e1) {
//if not the save error
if (e1.getMessage().indexOf("no changes to save") == -1) {
throw e1;
}
}
}
}
}
It seems that when adding codes to the server via the web-api all the caching is being refreshed. If you do it via the UI only the cache of the updated code is being refreshed.
ITSM006710 | Outbound email to child workgroup fails.
| Tools > System > System Panel > E-mail In a database rule, it is possible to send an email to [Assignment;To workgroup;Child Workgroups]. When the database rule is executed however, Service Desk cannot find the child workgroup and the email is not sent to the members of the child workgroup.
By contrast, [Assignment;To workgroup] will result in an email sent to the members of the workgroup.
To reproduce:
1. Create a database rule on Service Call:
a. Tools > System > Business Logic > Database Rules > Service call > New Database rule
b. Apply this rule when service call is modified (uncheck 'Validate only if one or more fields are modified') > Next > Next > Add an action to 'Send E-mail message'.
c. In the 'Send E-mail message' dialog, give it a name and fill in the 'Subject' and 'Message' fields.
d. With the cursor in the 'Send to' field, select the 'Field' button. Choose Assignment > To workgroup > Child Workgroups. Click 'Ok' to close the dialog. Click Next and specify a name for the rule and select category 'Alerts' from the drop-down list. Click Finish and click 'Ok' in the pop-up to save the rule.
2. Open a Service Call and modify and save the changes. This should trigger the rule to send an email. The email will fail because Service Desk could not find the members of the child workgroup.
ITSM006768 | Localized field label not used by Update Data rule
| Tools > System > hpOVsd > Business Logic > Database or UI Rules > e.g. Service call When working on a localized Service Desk environment (with any language other than English) then the value in the 'Value' field on the Action > Update Data screen will always be in English, no matter which field is entered.
This field is chosen in the "Set Value For Set To ..." window and there the field label is still in the correct language.
How to reproduce:
- Make sure the language of Service Desk is non-English.
- Start creating a database or UI rule.
- Add a condition.
- Add an action of type Update Data:
Enter a name.
Choose a field using the Fields button, for example 'Max. duration'.
Click the button of the Value field.
The 'Set value for Set to Max. duration' screen opens: choose the Attribute option and click the Quick Find button.
From the list pick for example Actual duration. This is correct in the used language (for example 'Durée réelle' in French).
But after clicking OK the field will be entered in the Value field, but always in English.
With 'Add to list' the field is placed in the action text but always in English.
ITSM006772 | Database rules can be triggered twice on one single state change
| Tools > System > Business Logic > Database Rules If there are at least two rules that will be evaluated because the condition is met for these rules, there is a chance that the second rule will also execute its action(s) because of the actions executed by the first rule. This can occur if the first rule changes fields of the entity (e.g. service call, problem, etc.) that will then cause the conditions of the second rule to be true even though the original changes in the entity that caused the evaluation of rules would not have.
This behavior can be seen in the example shown below where the save of the work order will trigger the first rule which will trigger the second rule which is correct, only not in the correct order because the second rule is triggered inside the same handling of the first change event (Status to Open) and that is not correct. The second rule should be triggered on the update of the first rule and that is when the Status is set to Closed.
How to reproduce?
1. Create a work order rule as follows:
Condition - When work order is modified, Validates only if one or more fields of conditions are modified, Status equals Open.
Actions - Update status (Update Data) Set Status to Closed, Set Actual finish to system date
2. Create a second work order rule as follows:
Condition - When work order is modified, Validates only if one or more fields of conditions are modified, Status equals Closed
Actions - Update status (Update Data) Set Status to New, Set Actual finish to system date
3. Open an existing work order where the Status is not equal to Open, and set the Status to Open, then save the work order.
ITSM006780 | Workorder template can not be removed: no popup
| Tools > System > Data > Templates This is similar to ITSM006217, but with a different error message in the logserver.txt. Select a work order template and try to delete it. When this work order template is used in for instance a Service call template the following error is logged in the logserver.txt file:
JDBC error 2292: ORA-02292: integrity constraint (HPSD.TEV_TEM_OID_FK) violated - child record found, SQL state: 23000 for query: DELETE rep_templates WHERE (((tem_oid = 281478148587570) AND (tem_lockseq = 3)))).
Only work order templates that are related to other work order templates are shown in the popup window that is mentioned in ITSM006217. The work order templates that are related to service call templates or change templates are not. After the delete and confirmation the template is still there.
ITSM006781 | Semi-colons are being inserted into parameters in database rules.
| Tools > System > Business Logic > Database Rule Semi-colons are being inserted into the parameters of any service call command exec action rule. When the following is entered in the parameters field: severity=warning application="Service Desk" object=hpsd01 msg_text="Incident [ID] hasn't been updated in two hours. Please update ticket." sg_grp=Security node=hpsd01.gds.pri
This is what is sent to the external program:
severity=warning application="Service Desk" object; =hpsd01 msg_text="Incident [ID]; hasn't been updated in two hours. Please update ; ticket." msg_grp=Security node=hpsd01.gds.pri
This can be seen in the scheduled tasks and in the logserver.txt:
Tools > System > Business Logic > Scheduled tasks
ITSM006790 | Service Desk Metric Settings form title is misspelled
| Service Level Manager > Service Level Agreement Open a service level agreement and go to the tab page for Service Desk Metrics. Create a new Metric. That screen that is started has the title "Service Mesk Metrics Settings".
ITSM006794 | Trying to save an incident with a related configuration item generates an error.
| Shortcut Bar > Service Desk > Incident > new Incident When trying to save an incident with a related configuration item the following error will appear: "You are not allowed to view this configuration item on service" The incident cannot then be saved.
It happens only when there is no service license available, but it should be possible to save incidents without a service license.
Menu Bar > Tools > System > hpOVsd > System Panel > License
ITSM006803 | Sometimes an error occurs when entering an account login name with _, ?, * or %
| Tools > System > hpOVsd > Security > Access > Application Account Normally if an application account is created and a login name is entered that contains '_', '?', '*' or '%' then the application account is created correctly. But if an application account with an identical login name (apart from the above-mentioned characters) already exists then the following message pops up:
"An application account with this login name already exists. Each application account must have a unique login name. Enter a unique login name"
Service desk apparently treats those characters as wild cards when checking for existing login names.
This can also cause problems when doing an upload of application accounts to Service Desk with data exchange.
How to reproduce:
When creating an application account with login name 'service_desk' and saving it there is no problem. But when trying to create this account when another account with login name 'service.desk' already exists then you get the error message.
ITSM006806 | Load balancing does not work properly
| Server settings editor > Weight Sometimes when clients connect to the server, they are redirected to the server that has the highest load. There are 2 scenarios: 1st. There are three application servers, A, B and C, all in load balancing mode (join multiple servers is set to true), and the weight of each server is 1.
When clients connect, the load is evenly divided among the three application servers, until the 29th user logs in, because from that moment all users connect to only one of the application servers. In this case the connected users on each application server is as follows when 50 users have logged in:
Application server A: 32
Application server B: 9
Application server C: 9
2nd.
There are three application servers, A, B and C, all in load balancing mode (join multiple servers is set to true), and the weight of each server is 21.
At a certain moment in time, 627 users are logged in and are evenly divided (209) across the three application servers. At that point, one of the application servers (C) is brought down for maintenance. The clients on this server all refresh so should be redirected evenly amongst the other two application servers. However, in this case the connected users on each of the two remaining application server is as follows:
Application server A: 418
Application server B: 209
Note. As seen in the cases, a higher weight means that the problem of users all connecting to the same server occurs after a larger amount of user connections. This means that case 1 is basically the same as case 2, and would result in the same behavior if a similar weight would have been used.
ITSM006809 | Request to add time zones to Service Desk
| No time zone specification for Darwin, Perth and Tasmania (Australia) and Vladivostok City (Russia): - Darwin, Australia UTC+9:30 (No Daylight Saving) - Perth, Australia UTC+8:00 (No Daylight Saving) - Tasmania. Can usually use the Sydney/Melbourne time zone but Tasmania goes into daylight savings about 3 weeks earlier and stays on it about 3 weeks longer than Sydney/Melbourne.
- Vladivostok City. In case if closest is selected (Sydney), there is a time shift of -1 hour due to the differences in DST treatment in Russia and Australia.
ITSM006819 | Field value mapping (in import mapping) returns a null pointer exception.
| Tools > System > Data > Data Exchange > Import Mapping When making a Field Value Mapping to the field Gender in a Person import mapping, you can either choose Male or Female. However, if you enter a string and press 'Add to List' without selecting Male or Female, the string will be mapped to the value Unspecified.
Pressing OK (to save and close) returns a Java.lang.nullpointer exception. Removing the mapping from the list enables you to save and close successfully.
It should not be possible to add these mappings to the list in this way. Also, the screen seems to be a bit strange, there is no border in the lower right corner. It appears possible that there were other values (such as Unspecified) that could be selected, but are no longer visible.
ITSM006824 | Service is incorrect when automatically entered in incident.
| Service Desk > Incident When creating an incident and only a configuration item is entered, the service is determined by the services related to the configuration item. When the configuration item has multiple services the incident always picks the first service from the list of configuration item services.
It should pick the most stringent service, with the highest service level.
ITSM006835 | Date fields in database rule actions have wrong offset after some time.
| Tools > System > Business Logic > Database Rules It is possible to include date fields in database rules. For example, an email could be sent by a database rule when a service call is created containing the service call creation date. These timestamps initially have the correct time zone offset, but after running for some time the timestamps will be sent in UTC.
Stopping and starting the application server will resolve the issue for a short while.
ITSM006836 | Service Desk causes ORA-0600 error when saving data in custom 64K field.
| When trying to save a large amount of data in a custom 64k field in combination with using the Oracle OCI driver and a CYRILLIC database, Service Desk displays an Oracle error. how to reproduce : Set up Service Desk to use the Oracle OCI driver.
Add a custom 64k field to the Change form.
Create a new change and add a large amount of data with special (2-byte) characters to the custom 64K field.
Save the Change.
Service Desk will display an Oracle error.
ITSM006848 | sd_refreshanalyzeddata.bat failing
| There is a requirement to use sd_refreshanalyzeddata.bat in a script that will be scheduled for periodic updates to remove the need to click periodically on the "Refresh Analyzed Data" button in the system panel "Report Settings" window. When sd_refreshanalyzeddata.bat in the client\bin folder is run, the following error is seen:
"Exception in thread "main" java.lang.NoClassDefFoundError : com/hp/startup/Bootstrap"
After investigation, it was observed that effectively "Bootstrap" class is defined in "classloader.jar" which isn't available in client\lib folder but in server\lib folder.
If we copy "classloader.jar" to client\lib , then start the bat file again, we get this time another "NoClassDefFoundError" error but on "com.hp.itsm.srv.reports.RefreshAnalyzedData" class. That class is defined in "sdserver.jar" which is also available in server\lib only. Moreover sdserver.jar contains classes in com\hp\itsm\srv which are dedicated to the server, not client!
If we transfer the "sd_refreshanalyzeddata.bat" to server\bin and run the bat file, we get:
"Error when calculate analyzed data, see logfile" .
The log file used is logclient.txt but is found in server\log folder!
The error is a NullPointer exception:
Wed., 27/08/2004 11:53:47 <Trace> Error when calculate analyzed datajava.lang.NullPointerException
at com.hp.ifc.wf.AppWorkflowManager.begin(Unknown Source)
at com.hp.ifc.wf.AppWorkflowManager.begin(Unknown Source)
at com.hp.itsm.srv.reports.ReportingManager.main(Unknown Source)
at com.hp.itsm.srv.reports.RefreshAnalyzedData.main(Unknown Source)
at java.lang.reflect.Method.invoke(Native Method)
at com.hp.startup.Bootstrap.runprogram(Unknown Source)
at com.hp.startup.Bootstrap.main(Unknown Source)
If we run run sd_refreshanalyzeddata.bat with "/?" we get an information popup window which gives the two available parameters for the class:
/help or /allitems, but using either of them results in same error message.
ITSM006889 | Import mapping for problem in Chinese language is incorrect.
| Tools > System > Data > Data Exchange > Import Mapping When using the Data Exchange task to import data (for example from Excel) into Problem and having set the language to Simplified Chinese, some fields are not visible in the field mappings for Problem.
When using the English language in Service Desk the field mappings are all present and correct.
ITSM006913 | "Item cannot be saved" error when trying to update a service call via email.
| Tools > System > System Panel > E-mail > E-mail Commands > Update When an email is sent to Service Desk to update a service call, it is possible that the update will fail and the following error will be seen in the error email: "The E-mail you sent has not resulted in registration/update of a Service Call.
-
The following error(s) occurs:
---------------------------------------------------
Item cannot be saved, because another user has changed it after you opened it.
---------------------------------------------------
If you have any questions pertaining to this message, you can contact the helpdesk during normal support hours."
ITSM006921 | Uninstalling Web console removes "HP OpenView" completely
| Web console > Uninstall web console on unix Uninstalling web console on a system having also performance tools installed, by using the uninstall program at start menu: Start > Programs > HP OpenView > Uninstall HP OpenView Web Console. After de-installation has been finished successfully, the menu item "Start > Programs > HP OpenView" has been removed completely, although there have been HP Performance Tools items before as well. As "HP OpenView" isn't used by Web Console only, it should not remove other OV items.
ITSM006923 | History line change information gets lost: Subject line gets truncated.
| Service Call > History line The subject line of a history line is only 255 characters long. When the value of a 4 KB field gets changed, only the first bit of the total changed text makes it into the subject line of the history line. The rest is lost.
ITSM006926 | Superfluous comma in e-mail from database rule causes an error.
| The addresses of e-mail from a database rule are extended with the contents of a custom text field "Cc". The rule concatenates (prefixes) this with person data. A comma is added as separator in between. When the Cc field is empty, the comma ends up at the beginning of the addressee string in the To: line, which causes an error.
ITSM006945 | Relation between Service Call and Change not created
| Shortcut Bar > Service Desk > e.g. Service call > open a call > Menu > Actions > e.g. "Create Change - copy values from current item" When trying to create and relate a new change to a service call via the action menu, then after saving the change the "New - Service Event Relation" screen no longer pops-up and you cannot define the relation there as you could before.
Same issue with relating incidents and problems to service calls and relating changes to problems via actions menu.
ITSM006955 | Service desk client does not calculate DST correctly for BET (Brazil) time zone
| Tools > system > hpovsd > System Panel > General Settings > For BET time zone, Service Desk is calculating the daylight saving offset (DST) in reverse. Service Desk is applying daylight savings time to the period of the year when it should not be used, and is not applying it when it should be used.
In 2004 DST starts on Tuesday November 2nd, and ends on Sunday February 15th.
ITSM006976 | Importing data containing _, ?, * or % characters using data exchange fails
| If you import data that contains so called wild card characters ('_', '?', '*' or '%' ), and you have similar data, one or more of the records to be imported could have failed. For example: - import person data that includes email addresses and set the unique key on email, and not on any of the others (modify the import mapping!)
- now import data like (see the demo_excel.doc in the <client home>\data_exchange\demo folder):
SEARCHCODE FIRSTNAME LASTNAME EMAIL
EMP100001 Firstname1 Lastname1 somebody.someone@somewhere.com
EMP100002 Firstname2 Lastname2 somebody_someone@somewhere.com
- after the import is finished only one of the two records will have been imported!

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Defect Report | Description
SP12: |
ITSM006093 | Java error when trying to open or relate records that you aren't allowed to view
| Shortcut Bar > Service Desk > any module (e.g. service call) To reproduce this problem: 1. Create a Folder, for example Folder 1. 2. Create two services, for example E-MAIL and DESKTOP. 3. Add E-MAIL to Folder 1, DESKTOP does not have a Folder.
4. Now create a role with only access to Folder 1 for Service.
When you enter E-MAIL the Service is filled as it should be.
Secondly enter a non-existing Service. A message will pop up (No item found with this Name).
Now enter the Service DESKTOP. An exception pops up (java.lang.ArrayIndexOutOfBoundsException).
java.lang.ArrayIndexOutOfBoundsException
at com/hp/ifc/ui/fld/AppLookupField.validate
at com/hp/ifc/ui/fld/AppLookupField.validate
at com/hp/ifc/ui/fld/AppLookupField.onValidate
at com/hp/ifc/ui/fld/AppAbstractDataField.validate
at com/hp/ifc/ui/fld/AppLookupField.editTextLeaved
at com/ms/wfc/core/EventHandler.invoke
at com/ms/wfc/core/Component.fireEvent
at com/ms/wfc/ui/Control.onLeave
at com/ms/wfc/ui/Control.notifyLeave
at com/ms/wfc/ui/Form.updateFocusedControl
at com/ms/wfc/ui/Form.assignActiveControl
at com/ms/wfc/ui/Form.setActiveControl
at com/ms/wfc/ui/Control.select
at com/ms/wfc/ui/Control.selectNextControl
at com/ms/wfc/ui/Form.processTabKey
at com/ms/wfc/ui/Form.processDialogKey
at com/ms/wfc/ui/Control.processDialogKey
at com/ms/wfc/ui/Control.processDialogKey
at com/ms/wfc/ui/Control.processDialogKey
at com/ms/wfc/ui/Control.processDialogKey
at com/ms/wfc/ui/Control.processDialogKey
at com/ms/wfc/ui/Control.processDialogKey
at com/ms/wfc/ui/Control.preProcessMessage
at com/ms/wfc/app/Application$ThreadContext.preProcessMessage
at com/ms/wfc/app/Application$ThreadContext.runMessageLoop
at com/ms/wfc/app/Application.run
at com/hp/ifc/ui/AppConsole.main
ITSM006270 | ITP Service starts twice when upgrading database with DB Configuration Wizard
| When upgrading a database with the Database Configuration Wizard, the ITP Service is started twice. This will occur if a Service Desk Application Server is already running. The following messages can be seen in the logdatabase file: <Database Creation> Starting application server
<System> Port in use, redirecting to port:30998 for service:ITP Service
<ITP> Started.
<ITP> Started.
And when the upgrade is finished the following will appear towards the end of the log file:
<ITP> Received shutdown request.
<Server Health> Received shutdown request.
<System> End session.
<Server Health> Gracefully shut down.
<ITP> Gracefully shut down.
<ITP> Gracefully shut down.
On Unix systems, the following may appear in addition to the above messages when the upgrade is finished:
<Trace> The server socket for service:ITP gave the following error:Socket closed
<Trace> The server socket for service:ITP gave the following error:Error 0
Please note that apart from the above messages appearing in the logdatabase file, this has no other adverse effects on the upgrade.
ITSM006402 | Newly created custom code value saved into wrong code field.
| Tools > System > Data > Custom Fields Activate Servicecall Custom Code fields number 6, 7, 8 and 9 Tools > System > Data > Code > Servicecall > Servicecall code 7 Every time you create a code for Service call Code 7 it is saved in Service call Code 6
Same appears for Service call code 9, then the screen for service call code 8 appears.
Also for Change code 8, then the screen for Change Code 6 appears.
The same is true for work orders.
Code-8 (for custom fields) maps on code-7
ITSM006496 | Exported information from SD can't be viewed or imported; SAX exception
| Tools > System > Data > Data Exchange > Data Exchange Task > Export When exporting data from Service Desk via sd_export to move the data into a new Service Desk environment an XML-file is created. When trying to view this xml-file the following message is thrown:
"Unable to preview XML file: SAX exception: character not allowed"
This message is thrown since there are special UNIX characters in the database that are exported to the XML-file like ^U, ^B, etc. The viewer reads this xml-file but is unable to since the xml-file became corrupted in a way that the </VALUE> tag is missing in the xml-file.
When opening a form in Service Desk and during the export of the data, there is no problem with this, but when trying to view the file this error occurs.
ITSM006588 | Some Japanese/Chinese language display is incomplete
| Tools > System > Security > Audit > Logged on users File > New > Configuration Item File > New > Service Call Shortcut bar > SLM > Service Level Agreement > Reports Some Japanese/Chinese language display is incomplete when the expected label name begins with its related group name.
<How to reproduce>
1. Start client.
2. Select from the menu bar tools > system.
3. Select tree hpOVsd (hp OpenView service desk) > Security > Audit > Logged on users.
4. Double click on any account available in the right pane.
5. 'Session' window opens.
6. Both 'Hostname' and 'Is Concurrent' fields are displayed incorrectly when using Japanese or Chinese language. It looks like some characters are hidden.
Or
1. Start client.
2. Select from the menu bar File > New > Configuration Item.
3. 'Configuration Item' window opens.
4. 'Person', 'Workgroup' and 'Organization' in group 'Administrator' fields are displayed incorrectly when using Japanese or Chinese language. It looks like some characters are hidden.
Or
1. Start client.
2. Select shortcut bar SLM > Service Level Agreement.
3. Double click any SLA which contains report data.
4. 'SLA' window opens.
5. Click tab page 'report'.
6. Double click any report available in the pane.
7. 'SLA Report Result' window opens.
8. 'Date', 'Start' and 'End' in group 'Evaluation' fields are displayed incorrectly when using Japanese or Chinese language. It looks like some character are hidden.
<Restrictions>
1. This happens on the Japanese and Chinese languages and is ok on the English language.
2. This happens when the expected label name (check the expected label name from Tools > System > Presentation -> Localized Text -> Label Text) began with group name where the label locates. In Japanese/Chinese, the label's text will be incomplete.
E.g. the group text is "AB" and the label text is "ABCDE", then the label text will be displayed as "DE" which is incomplete.
ITSM006727 | Option to disable "this will clear your current search criteria." message.
| Tools > Advanced Find When pressing the "New Search" button in Advance Find every time "this will clear your current search criteria. Do you want to continue?" is asked, so one more click has to be done. An option is needed to disable this option in the Service Desk client.
ITSM006770 | Client startup splash screen disappears using "Display logon screen on startup"
| Client > startup When a client is started, a splash screen shows the progress of the startup. The users can then see if the client is still starting up, and will wait until it is gone to start with their work. If you use the "Display logon screen on startup" feature however, the splash screen disappears when the connection details have to be entered, but then does not appear again. This sometimes causes users to start the client a second time, because they do not see that the initial client is still starting up.
ITSM006841 | Request to have the Service Desk client remember the last login name.
| When logging into Service Desk you have to type in the 'Login name' and 'Password'. When logging into Service Desk the following time, you have to type in both the 'Login name' and 'Password' once again. A request has been logged to have the feature that the 'Login name' that is last used is stored and used the next time Service Desk is logged into.
This is similar to the Windows login feature.
ITSM006849 | WBEM ODBC required for OVOW integration is not available in Windows 2003 family
| Tools > System > Data Exchange > Data Exchange Task > Import Importing the OpenView for Operations for Windows (OVOW) nodes, services, etc as configuration items in Service Desk can be done by using the Data Exchange import. This import needs a WBEM ODBC Driver to get connection to the OVOW WMI Database to retrieve nodes, services, etc.
In Windows 2003 this WBEM ODBC Driver is no longer supported and not delivered by Microsoft, therefore the WMI Open Database Connectivity (ODBC) Adapter is not available in Windows Server 2003 family.
ITSM006888 | MOM integration module osql.exe with wrong argument...
| To forward events from the MOM server to Service Desk, the following command should be done on the MOM server: mom2sd.exe $Alert GUID$ sdmom sdmom sd_event.ini Take care that: mom2sd.exe = executable to forward events towards Service Desk $Alert GUID$ = Message ID in MOM
sdmom = username for database called OnePoint on MOM
sdmom = password to have database access
sd_event.ini = INI data to have access on Service Desk
To extract data from the OnePoint database on MOM the executable mom2sd.exe is used.
This executable will call the osql command ( this in fact is the same as get_ovo_attributes on OVO) and after that sd_event.
The osql command is for example:
osql -E localhost -d OnePoint -U sdmom -P sdmom -Q sdmom.sd_alert_props '774DC462-556D-431B-837B-85ADBAA0B698'
sdmom.sd_alert_props is here a stored procedure from the MOM database.
'774DC462-556D-431B-837B-85ADBAA0B698' is here the Message ID
sdmom.sd_alert_props will extract $Alert Name$ as Incident Description,$Alert Description$ as Incident Information and $Computer$ as CI.
Here lies the problem, because it does not work with the mentioned arguments described on page 274 from the Data Exchange Guide and is also wrong in the sdmomtest.bat file in the bin folder.
osql.exe is MSSQL 2000 tool and calls the wrong argument:
osql -E localhost -d OnePoint -U sdmom -P sdmom -Q sdmom.sd_alert_props '774DC462-556D-431B-837B-85ADBAA0B698'
should become:
osql -S localhost -d OnePoint -U sdmom -P sdmom -Q sdmom.sd_alert_props '774DC462-556D-431B-837B-85ADBAA0B698'
Or as described on page 274:
osql -d OnePoint -E localhost -U sdmom -P sdmom -i mom_sd_alert_props.sql
should become:
osql -d OnePoint -S localhost -U sdmom -P sdmom -i mom_sd_alert_props.sql
So it should be changed in the documentation, but also in the code!!
ITSM006917 | Cannot create CIs with Wizard when (unique) child CIs are related
| Paths: - Shortcut Bar > CMDB > Configuration Item > Menu > Actions > Generate CI Wizard - Tools > System > hpOVsd > Data > Templates Two templates are created, one for a parent Configuration Item and one for a child Configuration Item, and in the 'parent' template there is a relation to the 'child' template via the field Child Configuration Items.
This way when creating a parent CI the child CI is also created and linked.
Creating these two related Configuration Items from a Configuration Item view gives no problems, but trying to do so with the Generate CI Wizard (to be able to create multiple at one time) will generate following error message:
"No CIs can be generated with the current settings, for the following reason:
The CI '<NAME>' cannot be used as child, because it would exceed the maximum number of installations.
Do you want to modify the CI fields?"
Root cause for this issue is that with the wizard the Max. Installations value for the Configuration Item is subtracted by 1 apparently.
So when trying to do this with a unique child it will always fail because a unique Configuration Item always have a Max. Installations value of 1 (no matter what the value in the template is, the template does not verify the uniqueness).
Similar case for non-unique child Configuration Items: if the Max Installations can be 10 for example it is possible to create 1 up to and until 9 Configuration Item pairs without a problem but trying to create 10 it fails with the same message.
ITSM006927 | Information popup during deletion of person record required.
| If a person is used as an approver in for example a work order there is no information popup concerning the related work order approvals if you want to delete that person record. It could also happen that the number of required approvers cannot be met (if enough person records are deleted). No popup is shown when a person record is deleted and the number of approvers has not been met.
An information popup would be very useful to have.
ITSM006937 | Free days are not taken into account when Service Desk calculates support hours
| Tools > System > hpOVsd > Data > Codes > General > Free Day Shortcut Bar > Service Desk > e.g. Service call When adding free days in the Administrator Console and then creating e.g. a new service call then according to the used priority the deadline is calculated, but the entered free days are not taken into account.
How to reproduce:
- enter October 12th and October 13th as free days in the Administrator Console
- create a new service call on October 12th and depending on the priority it is seen that the deadline is calculated on both free days, so these days are not skipped in the calculations.
ITSM006939 | Label "Start Advanced Find immediately next time" is truncated.
| Tools > System > hpOVsd > Presentation > Search > e.g. Service call Shortcut Bar > Service Desk > e.g. Problem If query restriction is used and, when using Quick Find, a pop-up window appears telling you that for some entity the query restriction is exceeded, there is also a checkbox available to "Start Advanced Find immediately next time", instead of Quick Find. For some reason the label of this checkbox is truncated to "Start" so it is not clear what the checkbox is for.
How to reproduce:
- make sure that the query restriction for e.g. service call is set to a value that will be exceeded.
- open e.g. a problem record, go to the "Relations" tab page and press the "Relate" button
- press the Quick Find button for service calls, and you will get the message that the Query Restriction is exceeded. Below the message there is a check box you can check to immediately start the Advanced Find the next time. The label next to this box is cut off after the word "Start" where it used to be "Start Advanced Find immediately next time".
ITSM006943 | Entered time changes in some cases, depending on used time zone
| See also ITSM006729 When entering time in Custom fields or Periodic Outage fields the shift of time, dependent on the used time zone still occurs. I) Custom fields: Tools > System > hpOVsd > Data > Custom Fields > e.g. Service call Any entity > any custom date/time field
If for a custom date field one of the Time formats is used (i.e. without date part) then entering a time in that field will cause the time to be changed, depending on which time zone offset is in use.
When calculating the local time the offset of the time zone is used, but now this offset is doubled, regardless whether it is a positive or a negative offset.
Only when entering 0 the time will be set correctly.
For example:
Primary Time Zone is Coordinated Universal Time (UTC +00:00).
If the time zone in Service Desk client is set to e.g. Central Standard Time (-06:00) then entering e.g. 11:00 the time will change to 05:00.
II) Periodic Outage fields:
Shortcut Bar > CMDB > Configuration Item
- open a configuration item
- go to the 'SN and Outage' tab page
- click on the 'Periodic Outage' button
Enter a value in one of the Outage Time fields and on going to the next field it will change with the offset of the used time zone.
ITSM006946 | Missing predecessor links of Work orders in Work order chains.
| File > new Change Sometimes a predecessor link between work orders is missing when you create a new change with a work order chain. This only happens on an unsaved change when you open a (unsaved) work order and do not save the change when closing the work order.
If you first save the change, open it again and then modify the work order everything is okay.
How to reproduce:
1. Create a change that has three related work orders attached: WO3 has WO2 as predecessor, WO2 has WO1 and WO1 has no predecessor. So: Change > WO1 > WO2 > WO3
2. Go to tab Work orders of Change. Open the Work order WO2, select a priority, but then close the work order without saving it.
3. Save and close the change
After opening to change you will see the predecessor for WO2 is missing
Note:
Before creating a change, you should create the template of work order and predecessor.
ITSM006973 | It is not possible to create a work order out of a service call.
| > Open a Service call > Actions It is not possible to create a work order from a service call as you can with a problem action: Open a Service call, Actions > Create Problem - Copy values from current item It would be nice to have: Actions > Create Work order - Copy values from current item
ITSM006979 | Approval Vote using web-api is having several problems
| > Web-API and approval votes Initial problem: You can create a vote with user BARNS in a demo database environment within Service Desk, but not while using the Web-API. (Account BARNS, Initiator BARNS, ApprovalVote BARNS) Within the Web-API you will get the following error when trying to create an approval vote using the BARNS account when initiator is already filled in: "java.lang.RuntimeException: Program error: the attribute 'approver.' of this approval vote cannot be modified, because the approval vote item was opened in view mode or because the attribute is read-only."
It seems that ApprovalVoteHome.OpenNewApprovalVote is opened with 'system' rights, that means it is in view mode for other accounts.
After you create an approval vote using the web-api and try to change the #Approvers Required in the GUI you will get an error: "The value for #approver required is invalid. The value must be less than or equal to 0. "
ITSM006980 | Problem with integration of Service Pages with SIP.
| > Service Pages An SIP integration uses the script ServicePagesNoLogin.jsp. When this is used you will not be able to choose a service (the field is not displayed --> ServiceEntitlement=false). When you log in by Login.jsp then the bean is built with these lines:
bean.isLicensedForService();
session.setAttribute("sd-client-bean", bean);
With the ServicePagesNoLogin.jsp the following line is missing:
bean.isLicensedForService();
ITSM006986 | Using the Generate CI wizard to create CIs fails to create their relations.
| > Have a view with show Configuration Items > Actions > Generate CI Wizard 1) Create a CI Switch (Sw01) 2) Create 3 CIs Modules which are related to Sw01 using CI Generate Wizard (MOD1,MOD2,M0D3) 3) Create say 6 ports which are related to MOD1 using CI Generate Wizard
(PORT1, PORT2....PORT6)
When I open the CI PORT4 I see in the "Related tabs" MOD1.
I double click on MOD1, I see in the "Related Tabs" only PORT1, PORT2 and Sw01.
Similarly when I check MOD3, it is related to Sw01, but when I drill down to Sw01, then go to related tab, I see only MOD1, MOD2.
With Parent-Child relations there is no problem using the Wizard.
ITSM006987 | Web-api calls spuriously return a null pointer error in multiple server mode
| Web-Api creating new codes. A null pointer error will occur when there are multiple server running. please refer to >>ITSM006709<<
ITSM006997 | Remain Duration in view is not calculated correctly
| Remain Duration in view is not calculated correctly To reproduce: - Choose "Opening Hours Calender Of Assigned Workgroup For All Items" for "Planned Time Calculation Uses: in the Admin Console > System Panel > General Settings > Tab Application"
- Create a workgroup with opening hours other than 24x7
- Create a call and assign it to that workgroup
- In an existing view add the field: Remain Duratation
- If the workgroup is not in the view Remain Duration will be 0:00
- If the workgroup is in the view Remain Duration will be calculated as if the opening hours are 24x7
ITSM006998 | Remain duration is not calculated correctly when it becomes a negative value.
| Tools > System > System Panel > General Settings > Tab Application > Opening Hours Calendar of Assigned Workgroup for All Items Remain duration is not calculated correctly when it becomes a negative value when workgroup opening hours are used for Planned Time Calculations.
When the value for Planned Finish is in the past the calculation for Remain Duration (Planned Finish - current date) goes wrong as soon as a weekend is within the period of time.
To reproduce:
- Choose "Opening Hours Calendar Of Assigned Workgroup For All Items" for "Planned Time Calculation Uses: in the Admin Console"
- Create a workgroup with 24x7 opening hours
- Create a new service call
- Set the planned finish for a call to some hours earlier than the current time
- Now change the time of your computer until the next saturday (restart client and server after that)
- Calculation goes alright until saturday
- Calculation goes wrong on sunday
ITSM007001 | Delay Advanced Find window when relating user to CI that has many users already.
| Configuration Item > Users tab > Relate button There is a delay in the advanced find window appearing when relating a user to a configuration item that already has many users. If in a database there are many users related to each configuration item when relating a new person to one of these configuration items (by pressing the "Relate" button) the advanced find window appears only after a long delay. In a test environment for a configuration item that has about 2700 users the advanced find window appears after two minutes.
To reproduce:
- Open a configuration item
- Go to the users tab
- Click Relate
This should have been resolved in service pack 8 (ITSM006076) but the problem re-occurs when there are more than about 250 people already related to the configuration item.
ITSM007007 | Japanese cannot be displayed if "format=flowed" is added to E-Mail Header.
| Tools > System > System Panel > E-mail If an email is sent to Service Desk in Japanese and format=flowed is enabled, the email will not be processed correctly. For example, if an email is sent to create a new service call, the email will be accepted and processed by Service Desk, but the Japanese characters will not be correctly transferred to the service call and they will be unreadable.
By contrast, if the format=flowed is disabled and the same email is sent to Service Desk, then the Japanese characters will be processed correctly.
If the email header contains format=flowed as below, then the Japanese characters will be unreadable in Service Desk:
Content-Type: text/plain; charset=iso-2022-jp; format=flowed
Service Desk should be able to disregard the format=flowed and process the email as plain text. This is not happening, and the format=flowed is causing the Japanese characters to be processed incorrectly.
ITSM007009 | When doing data exchange with a delta, items show up as both New and Redundant
| Tools > System > HP OVSD > Data > Data Exchange > Data Exchange Task This may happen for example when performing a data import of telephone numbers. The previous xml file has been saved, and a delta set up. This produces a change log file, but items will show up as both New and Redundant in the log file. This shouldn't be possible. Either an item should be New or Redundant.
HOW TO REPRODUCE:
1. Go to menu: Tools>System>HP OVSD>Data>Data Exchange>Data Exchange Task
2. New Exchange Task
Enable the checkbox "Use delta processing"
Set the field "previous exchange file" to a previous exported xml file.
Set the field "exchange file" to an xml file which has new records, and redundant records which also exist in the previously exported xml file.
3 Click button to start importing
4 Have a look at the data change log and you will see some records both REDUNDANT and NEW
This happens when the key attributes of the imported classes have different formats.
For example:
Key attribute is Phone number
Key values:
123-456-789
234 567 890
There is a different sorting order (method) for the sorted XML file and the comparer of key values in the code.
ITSM007011 | sd_event fails when date field is defined as unique key in mapping
| sd_event fails when the date field is defined as unique key in mapping. Situation: If an sd_event is like this: sd_event.exe -f ./sd_event.ini -v event_id=12345 category="fitted" adate="28/10/04 14:50" Import mapping is like this:
event_id mapped to source_id (unique)
category mapped to category
adate mapped to Adate (unique) (adate is custom date field)
Actual error message:
SERVER_RESPONSE=Server didn't return any messages; You may check your ApplicationServer console.
_______________________________________________________________________
How to Reproduce:
1) Tools > System > hp ovsd > Data > Custom Fields > Incident
Select one of the date fields such as "Inc. Date 1(Date)"
Change Name "Inc.Date 1" to "Adate"
Select display format "Short Date. Medium Time(11/11/04 12:19)
Check the Activate check box
Check the All Categories check box
2) Tools > System > hp ovsd > Data > Data Exchange > Import mapping > external_event
mapping adate to Adate (unique). (Any other date fields such as Planned Start could also be chosen)
3) Change the sd_event.ini in the <sd event installation directory>/bin
Change the server and account.
4) Run the sd_event in <sd event installation directory>/bin
sd_event.exe -f ./sd_event.ini -v event_id=12345 description="Test Incident event" category="fitted" adate="28/10/04 14:50"
Note: please add the "description" field in the command line
5) Check sd_event.log and sd_event_error.log
sd_event.log shows:
SERVER_RESPONSE=Server didn't return any messages; You may check your ApplicationServer console.
ITSM007013 | Can't concatenate a field with itself as second attribute
| Tools > System > Business Logic > Database Rules > Update data in a rule The following concatenation is possible: Information is Concatenate: Value: Information With : Description
But you can't create:
Information is Concatenate:
Value: Description
With : Information <--- There is no option to choose information in this field.
ITSM007014 | Checklist wizard not available from Actions drop-down menu with new service call
| Tools > System > Security > Access > Role > Servicecall > To reproduce: Make sure the role has access to the Action: Checklist wizard Make sure the role has New access to Servicecall Make sure the role has Modify access with "When assigned to user's Workgroup" or "When assigned to user" for service calls.
When openning a NEW service call the Checklist Wizard is not available from the Actions menu.
When selecting "Always" for the Modify access the option for Checklist wizard is available when inserting a new service call.
ITSM007015 | Quick Find behavior in combination with folder is not correct.
| > Service call > Service Field > enter value > Quick Find pops up When according to your authorization on folder level you don't have authorization to see for instance a service you will still get a pop-up even when only one result is obtained during a quick find. (e.g You may not see a service EMAIL of folder X, while you may see another service named EMAIL which is on folder Y)
To reproduce:
Define a service with name EMAIL on folder X.
Define a service with same name EMAIL on folder Y.
A Service Desk user with full privileges on folder X (no privilege on folder Y) enters a service call and fills in the service field with EMAIL.
The Quick Find windows opens and provides single choice EMAIL
The Quick Find window should not pop-up.
The same behavior is seen with other fields such as caller and configuration item.
NOTE if folder Y contains a service named EMAILS it also pops up the quick find box.
It looks like the decision to open the quick find is done before the authorization is completed.
ITSM007018 | Data Exchange fails when Deadline (or any date field) contains e.g. +3
| Tools > System > Data > Data Exchange > Data Exchange Task > Import When importing data from an excel file to Service Desk the expression '+3' is used in the deadline field. The logfile generated from the import shows the following message: "The date you have typed is invalid. Please type a date using the date format set under your user options, or use the field's calendar, or use a single number preceded by a minus sign for a number of days back, or use +<number>, -<number>.
For example: dd/MM/yy HH:mm"
When using the value '+3' in the GUI of SP10 then everything works fine.
ITSM007031 | Characters displayed incorrectly in subject field of outbound email.
| Tools > System > System Panel > E-mail It is possible that characters belonging to a character set other than US-ASCII may be displayed incorrectly in the subject field of an email sent by Service Desk. To reproduce: 1. Create a database rule to send an email when a service call is modified. Configure the rule so that the subject field and body of the outbound email will contain non-US-ASCII characters.
2. Set the character set to be used for outbound email to an appropriate character set (for example ISO-2022-JP if Japanese characters are going to be used in the outbound email).
Tools > System > System Panel > E-mail > General tab > Character Set.
3. Trigger the rule by modifying a service call.
4. On the receiving email client it will be seen that the subject field has not been converted into the correct character set. Some characters (if not all) will be displayed incorrectly. The body of the email will be displayed correctly.
Workaround:
It is possible to force the JVM to run with a specified character set encoding as default. This can be done by setting the system property 'file.encoding'. For example in a Service Desk 4.5 environment in which it is required to send outbound email messages in the (Japanese) character set ISO-2022-JP, add '-Dfile.encoding=ISO-2022-JP' to the beginning of the java class path in the sd_server or sd_server.bat file. The relevant line should then begin as follows:
java -Dfile.encoding=ISO-2022-JP -cp lib\classloader.jar........
Please note that this workaround has not yet been tested for other possible effects on the Service Desk application.
ITSM007033 | Current person in database rules always results in System user
| Tools > system > Business Logic > Database rules After ITSM06593 it is no longer possible to use the current person as a variable in database rules since it will always return the system user.
ITSM007034 | View not customizable in certain relation tab pages.
| As a result of the 'Related CIs' tab of the configuration item form and the 'Relations' tab of the problem form not being customizable, a request has been raised to include some extra fields in those views. The requested fields are : the 'Status' field to be included in the 'Relations' tab of service call, problem, change and incident
the 'Category' field to be included in the Parent CI's, Child CI's and Related CI's tabs of configuration item.
This problem is related to enhancement request : ITSM006871
ITSM007043 | Blocked workgroups still appear in Service Pages.
| Tools -> system -> hp OpenView Service desk -> Presentation -> Form -> Workgroup -> workgroup Client -> Organization -> Workgroup Blocked workgroups are the workgroups which are set as blocked. These workgroups appear when Service Pages are used.
When a user in the Service Desk client tries to assign a workgroup in a service call (new or existing), the drop down list of available workgroups is restricted to non-blocked workgroups. In Service Pages it should also not be possible to select a blocked workgroup.
How to reproduce:
1) Use the user system/servicedesk
2) Service Desk client: Tools -> system -> hp OpenView Service desk -> Presentation -> Form -> Workgroup -> workgroup
3) Add the "Blocked" item in the Form
4) Service Desk client > workgroup
Select the DESKTOP in the workgroup.
Check the "Blocked" check box
5) Service Desk client: Service Desk -> Service Call
Open any existing service call.
Click the "To workgroup" -> Quick find button to check the DESKTOP is not still there
6) Run Service Pages
7) Login in to Service Pages using the system/servicedesk
8) Service Page -> Service Call -> Service Calls (full list)
Open any existing service call
Click "To workgroup ..." button
In the popup window, the DESKTOP is still there.
ITSM007063 | Database upgrade wizard should only apply missing database upgrade scripts
| Service pack > database upgrade When upgrading the Service Desk database after applying a new service pack, the database upgrade scripts from all service packs released are applied to the database instead of only the database scripts from the service packs that have not yet been applied.
For example:
Service pack 7 has been installed and the database upgrade has upgraded the database to service pack 7.
After installing service pack 11 when running the database upgrade to upgrade the database to service pack 11, all database upgrade scripts prior to service pack 7, that were already applied after upgrading to service pack 7 are again applied prior to the missing database upgrade scripts from service pack 8 to service pack 11. In some cases this causes a warning message because labels have already been applied.
ITSM007070 | Strange AppConnectionPool messages appearing in the logserver files.
| Application Server > logserver.txt Sometimes a message is generated on the application server with the following stack trace: Data Access> Connection to service desk data was added to the pool Thu, 07/10/2004 14:18:26 <Trace> DBRuleManagerjava.lang.ArrayIndexOutOfBoundsException
at com.hp.ifc.da.AppConnectionPool$AppDBConnectionPool.returnConnection(Unknown Source)
at com.hp.ifc.da.AppConnectionPool$AppDBConnectionPool.connectionClosed(Unknown Source)
at oracle.jdbc.pool.OraclePooledConnection.callListener(OraclePooledConnection.java:272)
at oracle.jdbc.pool.OraclePooledConnection.logicalClose(OraclePooledConnection.java:246)
at oracle.jdbc.driver.OracleConnection.logicalClose(OracleConnection.java:2432)
at oracle.jdbc.driver.OracleConnection.close(OracleConnection.java:1233)
at com.hp.ifc.da.AppTransContext.returnConnections(Unknown Source)
at com.hp.ifc.da.AppTransContext.release(Unknown Source)
at com.hp.ifc.bus.AppServerEntity.find(Unknown Source)
at com.hp.ifc.bus.AppServerEntity.find(Unknown Source)
at com.hp.ifc.wf.AppEntityHome.find(Unknown Source)
at com.hp.ifc.wf.AppEntityHome.find(Unknown Source)
at com.hp.ifc.wf.AppEntityCache.initCache(Unknown Source)
at com.hp.ifc.wf.AppEntityCache.getCachedSelection(Unknown Source)
at com.hp.ifc.wf.AppEntityCheck.filterSelection(Unknown Source)
at com.hp.ifc.wf.AppEntityCheck.filterSelection(Unknown Source)
at com.hp.ifc.wf.AppEntity.initialize(Unknown Source)
at com.hp.ifc.wf.AppEntityHome.open(Unknown Source)
at com.hp.ifc.wf.AppEntityHome.open(Unknown Source)
at com.hp.ifc.wf.AppEntityHome.open(Unknown Source)
at com.hp.ifc.ev.dbrules.AppDBRuleManager.handleEvent(Unknown Source)
at com.hp.ifc.ev.dbrules.AppDBRuleManager.handleEvent(Unknown Source)
at com.hp.ifc.ev.AppEventQueueReader.run(Unknown Source)
at java.lang.Thread.run(Unknown Source)
ITSM007071 | Make a tool to easily display database and UI rules that exist in Service Desk.
| Tools > System > Business Logic > Database Rules Tools > System > Business Logic > UI rules Within Service Desk there exists no tool to print out all existing Database and User Interface rules.
ITSM007082 | It is not possible to make a complex predecessor / successor in Service Desk
| Tools > System > Data > Templates > Work order Within Service Desk it is not possible to make a complex predecessor / successor relation like the scheme below: ....Change ........| ......wo1
...../.......\
.wo2....wo3
....|.........|
....|.......wo4
....|.........|
....\......./
......wo5
Whenever you try you will get the following structure (Note: wo1 has been made twice)
.....Change
......|.......|
....wo1...wo1
......|.......|
....wo2..wo3
......|.......|
......|......wo4
......|.......|
.......\...../
.......wo5
ITSM007099 | "Rule Manager Debug" option no longer available
| Tools > System > System Panel > General The "Rule Manager Debug" option is no longer available as a checkbox and therefore the more detailed rule manager logging can no longer be turned on or off. It is possible to turn the "Rule Manager Debug" option off using the following script on the database repository user:
UPDATE rep_general_settings
SET set_value= '0'
,set_lockseq= set_lockseq + 1
WHERE (((set_oid = '281478920012239')));
Likewise, it is possible to turn the "Rule Manager Debug" option on using the following script on the database repository user:
UPDATE rep_general_settings
SET set_value= '1'
,set_lockseq= set_lockseq + 1
WHERE (((set_oid = '281478920012239')));

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Defect Report | Description
SP13: |
ITSM004435 | Statusses of other items appear in Analyzed Data Service Call
| Tools > System > hp OpenView service desk > Analyzed Data > Analyze Data Service call Select view "Average Duration by Status (Service Call): Average (Duration) by Status from (Chart)" This view also shows statuses from other entities like Incident. That is the chart contains statuses not belonging to Service Call.
ITSM005745 | Query restriction of 250 on 10 Custom Codes
| Tools > System > hp OpenView service desk > Data > Custom Fields Some of the Service Desk Custom Code fields have a query restriction of 250 records. All others have no query restriction. This is inconsistent behavior. A Custom code field should not have a query restriction.
ITSM005801 | sd_dataform.bat does not accept CRLF characters
| Tools > System > hp OpenView service desk > Business Logic > Actions > Smart Actions Or sd_dataform When starting Smart Actions with a Service Desk field that contains CRLF characters the Smart Action fails to execute. When a Smart Action processes fields that can contain CRLF characters these characters should be replaced with a special character.
Example:
sd_dataform.bat doesn't work when you want to copy the contents of a text field that holds a CRLF (return) character into a new form.
To reproduce:
sd_dataform "Service call" -ForceNew "+nformation=[Information]"
Run this as a smart action from a Service call that contains at least 1 CRLF character in its Information field.
ITSM006017 | SC calls via e-mail: inbound template does not accept all services
| Tools > System > hp OpenView service desk > System Panel > E-mail When an email is sent to Service Desk to create a new Service Call, the email is rejected if more than one Service is applicable. The sender will receive an email containing the following text:
The E-mail you sent has not resulted in the registration or update of a Service Call.
-
The following error(s) occurred:
---------------------------------------------------
For service call the following fields are required:
service.
---------------------------------------------------
This will occur when the sender is a member of an organization that is the receiver of more than one Service Level Agreement (SLA), and these SLAs are for more than one Service. Service Desk therefore has to make a choice between two or more different Services, and rejects the email. This will only occur if Service is a Required Field in the "Inbound email call" template.
By comparison, if the Service call is created through the Service Desk client, a Quick Find dialog is presented, offering the user the choice of applicable Services.
To reproduce:
1. Make Service a Required Field in the "Inbound email call" template (leave the value empty).
2. Create an organization.
3. Create a person who is a member of that organization (called for example TestPers).
4. Create two new Services (called for example TestServ1 and TestServ2).
5. Create two new SLAs, TestSLA1 (choose TestServ1) and TestSLA2 (choose TestServ2).
6. Make the new organization a receiver of both TestSLA1 and TestSLA2.
7. Send an email from TestPers to Service Desk to create a Service call.
8. An email will be returned with the above message.
9. From the Service Desk client, create a Service call with TestPers as the caller.
10. A Quick Find dialog will be displayed showing the choice of Services for this Caller.
This will also occur when the value of the Service in the template is not applicable to the senders' organization.
ITSM006369 | NullPointerException while linking Work Orders via predecessor using the WEB-API
| When trying to link Work Orders via predecessor using the WEB-API a NullPointerException is thrown. How to reproduce: IWorkorderPredecessor newPredecessor equals woPred_hm.openNewWorkorderPredecessor(); newPredecessor.setPredecessor(wo1); newPredecessor.setSuccessor(wo2);
newPredecessor.setSuccessorStartsAfterPredecessor(new Boolean(true));
newPredecessor.save(); // NullPointerException thrown here !!!
ITSM006712 | Integrity check in database configuration wizard references not updated
| Running the database configuration wizard with the option -internal to check the integrity of the database gives the following errors: ------------------------ Thu, 03/06/2004 10:48:10 <Database Structure> Fetching ObjectModel Thu, 03/06/2004 10:48:10 <Database Structure> Database version:4.5.0588.0802
Thu, 03/06/2004 10:48:10 <Database Structure> Checking messages(rep_messages)
Thu, 03/06/2004 10:48:11 <Database Structure> findOid did not find oid:281480134787216 in the database.
Thu, 03/06/2004 10:48:11 <Database Structure> Checking messages(rep_messages_locale)
Thu, 03/06/2004 10:48:11 <Database Structure> findOid did not find oid:281480134787216 in the database.
Thu, 03/06/2004 10:48:11 <Database Structure> Checking labels(rep_labels)
Thu, 03/06/2004 10:48:11 <Database Structure> findOid did not find oid:152222 in the database.
Thu, 03/06/2004 10:48:12 <Database Structure> Checking labels(rep_labels_locale)
Thu, 03/06/2004 10:48:13 <Database Structure> findOid did not find oid:152222 in the database.
Thu, 03/06/2004 10:48:13 <Database Structure> Checking entities
Thu, 03/06/2004 10:48:14 <Database Structure> Checking attributes
Thu, 03/06/2004 10:48:14 <Database Structure> Checking cartridges
Thu, 03/06/2004 10:48:14 <Database Structure> Checking tables
Thu, 03/06/2004 10:48:25 <Database Structure> Checking tables not in object model
Thu, 03/06/2004 10:48:27 <Database Structure> Checking obsolete attributes
Thu, 03/06/2004 10:48:27 <Database Structure> Finished.
Thu, 03/06/2004 10:48:27 <Database Creation> The structure of the database is broken. Please verify the database before use.
------------------------------------------
The error messages are produced also if the integrity check is run against a demo database.
Checking the database it turns out that the OIDs not found are not in the database, but also not in a demo database, nor in a demo database in another service pack. These OIDs are found in a database without a service pack.
It seems that the reference information used for the integrity check is not updated with the release of a new service pack.
This problem makes the integrity check not reliable.
ITSM006863 | 'Not allowed to view...' error when refreshing a table view
| Shortcut Bar > Service Desk > e.g. Service call A table view is grouped by a certain field and the checkbox 'Show field' is off. After dragging the Group By field to the row with the column names (thus undoing the group by) and performing a refresh (F5), then trying to open a record will show the error message "You are not allowed to view this service call or this may have been deleted by another user".
How to reproduce:
1. Choose a view that is grouped by a field but does not show the field. For example, a view is grouped by Status, but does not show the status among all the other fields
2. Drag the Status field from the 'group by' box to the row with the column names. The field will be shown between the other fields
3. Press F5: the field disappears, which is correct, but if one tries to open a service call now then the message "You are not allowed to view this service call or this may have been deleted by another user" appears.
This however does NOT happen if F5 is not pressed and you open the service call directly, also not if the grouped by field is shown from the beginning (even if F5 is pressed as in step 3).
ITSM006964 | Receiving organization can be related twice to the same service structure
| - Shortcut Bar > SLM > Service - Shortcut Bar > SLM > Service Level Agreement When a receiving organization is related to a Service Level Agreement (Receivers tab page) it is possible to relate the same organization to a second Service Level Agreement, belonging to the same service structure as the first one.
This should not be possible, and the following message should be displayed when trying to relate a second time: "Organization <ORGANIZATION-A> has already been related to Service Level Agreement with ID <XX> which belongs to the current service structure".
How to reproduce:
- Create a Service A which is parent of Service B which is parent of Service C (Service hierarchy)
- Create an SLA A and relate this to Service A
- Create an SLA B and relate this to Service B
- Create an SLA C and relate this to Service C
- Open SLA A and relate receiving Organization A and save
- Open SLA B and relate receiving Organization A (now you should have got the message) and save
- Open SLA C and relate receiving Organization A. Now the message pops up: "Organization ORGANIZATION-A has already been related to Service Level Agreement with ID <XX>, <YY>, which belongs to the current service structure".
ITSM006974 | Can't install web console when only recommended JVM is installed
| Web Console. If only JSDK 1.4.2_05 is installed (which includes the JRE of the same version) and trying to install the web console of SP10 the following error appears when webconsole_install.exe is run: LaunchAnywhere Error Could not find a valid Java virtual machine to load.
You may need to reinstall a supported Java virtual machine.
Installing the web console of SP9 there is no problem.
ITSM007008 | For any code table an occurrence of a single quote will corrupt the Web Console
| Web Console For any code table, an occurrence of a single quote will corrupt the Web Console Form. Just try changing status In Progress to 'In' Progress, then open a call with Status in the Form. The form will be scrambled.
ITSM007026 | Selecting new template causes 'Actual Duration' field to be blanked out
| Tools > System > hp OpenView service desk > Data > Templates > Service call When you select another template in a new service call the actual duration is being emptied. How to reproduce: In two templates set Actual Start to an offset of 0. (templateA and templateB)
In one template set Actual Start to an offset of 1 (templateC)
1. Create a Service Call using the templateA
2. Set a value to Actual Finish (Duration will be calculated)
3. Without saving the Service Call select the templateB
4. Without saving the Service Call select the templateC - this blanks out the the 'Duration' field.
ITSM007055 | Design error in enhanced audit function
| Design error in enhanced audit function. Auditor is a special role within an organization; it is possible that a person with administrator role may have no access to auditing. The system account for service desk is defined as the account that should be able to do everything, however the new role auditor is not linked to the system account. This caused a weird situation that it is possible that a normal account has more rights than the system account.
ITSM007056 | UI rules fires when it should not fire.
| Tools > System > hp OpenView service desk > Business Logic > UI Rules UI rules fires when it should not fire. Incident UI rule condition is set to: NOT (Configuration Item;Folder(*) equals FOLDER_1). So rule action should only be performed when folder of CI defined in Incident form is different from Folder field of the Incident.
The rule is abnormally triggered when the "Folder" field of the Incident is modified. The rule should be triggered only when modifying the CI field. For that issue, if switching the 2 members of the conditions, i.e. :NOT ( Folder (*) equals Configuration Item;Folder ), in this case the rule triggers only when modifying the "Folder" field , not when modifying the CI field, which is correct.
To reproduce:
1. Create 2 Folders: FOLDER_1, FOLDER_2
2. Then create 3 Configuration Items: CI001, CI002, CI003 with CI001 and CI002 folder set to FOLDER_1 and CI003 folder set to FOLDER_2.
3. Create an UI rule for incident:
When a value has been changed
(Configuration Item;Folder(*) equals FOLDER_1)
Update Data: Set Folder to Configuration Item;Folder
4. Then create an incident with folder preset to FOLDER_1.
5. Now relate a CI whose folder is FOLDER_2 to the incident.
6. The Folder of the incident will change.
7. If modifying Folder field to FOLDER_1, the rule is triggered which is incorrect as the rule should trigger only on CI field modification.
ITSM007057 | UI rule action is executed by error and rule condition evaluation is incorrect
| Tools > System > Business Logic > UI Rules UI rule is triggered while condition is false. For example, Incident UI rule condition is set to: NOT (Configuration Item;Folder(*) equals FOLDER_1) .So rule action should only be performed when folder of Configuration Item defined in Incident form is different from value "FOLDER_1" in Folder field of the Incident.
The rule action is executed even if Configuration Item field of the Incident is changed to another configuration item which has same folder "FOLDER_1" as Incident Folder. The condition returns always "True" which is incorrect. It should return false as both Folders are identical.
To reproduce:
Create 2 folders "FOLDER_1", "FOLDER_2".
Then create 3 configuration items: "CI001", "CI002", "CI003", with CI001 and CI002 folder set to FOLDER_1 and CI003 folder set to FOLDER_2.
Then create an incident with folder preset to "FOLDER_1".
1) When you fill CI field with "CI001", the rule action is executed which is incorrect as CI001 folder is FOLDER_1.
2) If you set CI field to "CI002", the rule action is executed which is incorrect as CI002 folder is still FOLDER_1.
3) If you set CI field to "CI003", the rule action is executed which is correct as CI003 folder is FOLDER_2.
ITSM007061 | Japanese font can't be used in views
| View > Current View > Define View How to reproduce: 1. Create a new view (view type is Table) 2. Specify fields. 3. Click 'Other' button in View Summary.
4. Click 'Font' button just below the Headers and specify Japanese font.
5. Click 'Font' button just below the Rows and specify Japanese font same as Headers.
6. Save the configuration.
7. All Japanese character is displayed correctly when apply the view.
8. After log off from the Client and re-login, all Japanese character is scrambled (unreadable) when apply the same view. And fonts setting of the view disappear in 'other' window.
This problem could be reproduced with 'MS Gothic' and 'MS Minchyo' fonts.
Only the default font (MS UI Gothic) is able to display Japanese correctly in views.
ITSM007072 | Option to filter out (exclude) from the view approved Changes / Work Orders
| In a view of Changes/Work Orders which are in a certain status, customer would like to have a chance to exclude these of item which were already approved by her or himself. Example: There are two Approvers APP#1 and APP#2. There are three Work Orders, like WO#1, WO#2 and WO#3. All of them need approvals from both APP#1 and APP#2. Therefore all three Work Orders are in "To be approved" status.
WO#1 was already approved by APP#1, WO#2 and WO#3 not yet.
APP#1 therefore expects a chance to create the view which lists only WO#2 and WO#3, as only these two still require his approval.
Please provide a short problem statement:
> Have additional option for the view (related to approval)
When does the situation occur? Please describe an actual scenario from the customer's current environment.
> For people in customer's organization it is quite serious.
How the situation currently is handled or resolved? What work around is used today?
> The feature is not available - view brings more information then the specific one that is expected to have
What is unsatisfactory about the current situation and why?
> Unable to tune the view to make it bring only the information needed.
What is the required functionality to meet that will enable the described scenario?
> Requires the additional option which differs Work Orders, Changes or whatever item according to who is the approver.
ITSM007073 | System generated history lines can be deleted
| Service Desk -> Service Call -> History Line System generated history lines can be deleted by the user that owns them. When the user changes the Status and Priority etc in the Service Call, the history line will log these information. But the user could delete this information before saving the service call.
These system history lines shouldn't be deleted. Only handmade history lines (comments) could be deleted.
How to reproduce:
Reproduce method <1>:
1. Use the Service Desk demo database
2. Start the Service Desk Client, Login as the user SHARP (Username is SHAPRT; Password is servicedesk)
3. In Client -> Service Call, create a new Service Call. Don't click the "Save and Close" button to save the service Call
4. Click the History tab in the service call.
5. Click history line such as "Status set to 'Registered'", the "Remove.." button is not disable. Click the Remove... button. The history line could be deleted.
Reproduce method <2>:
1. Use the Service Desk demo database
2. Start the Service Desk Client, Login as the user SHARP (Username is SHAPRT; Password is servicedesk)
3. In Client -> Service Call, open an existing Service Call.
4. Changing the status in the service call.
5. Click the History tab in the service call.
6. Delete the history line that was generated.
ITSM007081 | JDBC error 8114:Error converting data type nvarchar to numeric
| Tools > System > hp OpenView > Business Logic > UI rule sd_dataform.bat is being used via a UI rule to create a new Work Order from an existing Work Order, transferring a number of values from the originating Work Order. When transferring a cost field e.g. Actual Cost to Planned Cost, for example, with this executes command in the UI rule:
\"Work Order\" +\"Planned Cost=[Actual Cost]\" -ForceNew
If the currency character is replaced with a space then the value is transferred and the new work order can be saved if the value is +ve. If the value is negative then the error message
JDBC error 8114: Error converting data type nvarchar to numeric., SQL state: 01000 for query: INSERT INTO itsm_workorders
( wor_description
,wor_oid
,wor_attachment_exists
,wor_cisupdated
,wor_plannedcost
,wor_id
,wor_cod_oid
,reg_created_by_oid
,reg_created
,wor_tem_oid
,wor_sta_oid
,slc_wor_per_oid
,wor_lockseq
) VALUES ( ?
,?
,0
,0
,?
,?
,?
,?
, CONVERT(DATETIME,?,120)
,?
,?
,?
,?)
Values:
test4
281478296895860
$ 10.00
861
633318698189791
1
2004/11/10 11:43:7
3095920803
3095134437
3101032460
1
ITSM007083 | The form Service Event Relation is no longer available (since SP4)
| Tools > System > hp OpenView service desk > Presentation > Forms > Service Event Relation The form 'Service Event Relation' is no longer available for modifications. Before Service Pack 4 it was possible to remove fields from this form.
ITSM007087 | AppMsARM class not found exception when sd_access and data exchange is used
| Service Desk Application Server Side > sd_access, sd_import When using OpenView Operations (OVO) integration with Service Desk 4.5 (SD45), the command sd_access is used to check if SD45 Application Server is running. But that command generates the following java exception in logclient.txt under the server\log folder: java.lang.ClassNotFoundException: com.hp.ifc.util.AppMsARM.
This message is produced independently of the settings in Tools > Options > Advanced "Enable ARM", even when that option isn't checked.
This problem also happens on the Data Exchange.
When using the sd_import.bat in the Service Desk application server side, it has ClassNotFoundException: AppMsARM in logclient.txt file in server side with Data Exchange.
Whenever executing an import in the server side command line, there got the ClassNotFoundException errors in the server side logclient.txt. The imports appear to be working, but logs are filled with the <Trace> lines.
If the Tools>Options>Advanced "Enable ARM" disable, there is still the problem.
sd_access and sd_import use the same module to access the Service Desk Application Server. That module throws AppMsARM no class found exception.
How to reproduce
1. Reproduce the problem on sd_access
1) In the server side, run sd_acccess system servicedesk localhost
2) Check the logclient.txt in the server side if there is the exception: ClassNotFoundException: com.hp.ifc.util.AppMsARM.
2. Reproduce the problem on sd_import
1) Import the demo_excel.xml file
Under server directory, execute the follow command line
sd_import system servicedesk localhost -data="C:\Program Files\Hewlett-Packard\OpenView\service desk 4.5\server\data_exchange\xml\demo_excel.xml" -mapping=demo_excel -notimestamp
2) check the logclient.txt
This file is in the "C:\Program Files\Hewlett-Packard\OpenView\service desk 4.5\server\log"
The problem could be showed in this log file
<Trace> java.lang.ClassNotFoundException: com.hp.ifc.util.AppMsARM
.....
ITSM007089 | Localized Rule Condition field dialog shows labels unsorted
| Tools > System > hp OpenView service desk > Business Logic > Database Rule > Service call > New Database rule > Condition > Add Criterion > Field selection windows English fields are sorted. However, when the system is localized, the localized fields are not sorted.
This also occurs with dialogs for UI rules and Smart actions, and also in the View summary > Filter > Advanced > button [Field] pop-up list.
ITSM007098 | Spellcheck - WINWORD.EXE process does not terminate
| The winword.exe application will not close after Spell-check(F7) in Service Desk is invoked via the GUI. On Service Desk 4.5/Service Pack 7(or More) with Windows 2000/SP3 and Word 2000, when Spell-check (F7) is invoked via the GUI, WINWORD.EXE is invoked as a separate process which can be seen in Task Manager taking around 12MB of memory. The problem is that these processes are never terminated - that is, each time Spell-check is invoked it starts a new process.
How to reproduce
1) In the Window 2000/SP3 and word 2000 (Word 2000 is necessary), open the WinWord and maximized it. Close window.
2) Open the Service Desk Client; invoke the Spell-check (F7) in any input text box in the Service Desk client.
3) After spell check finishes, check whether there is the word application in the Task Manager
ITSM007105 | Session timeout does not work
| Tools > System > hp OpenView service desk > Security > Audit > Logged On users How to reproduce: 1. From Windows Start > Programs > hp OpenView service desk 4.5 > application server, click 'open the server settings editor' to open the dialog. 2. In the 'General' tab, set the text field 'Session time out' to 30. And click 'OK' button to close this dialog.
3. From Windows Start > Programs > hp OpenView service desk 4.5 > client, click 'start client' to start the first service desk client and logon, keep it open and untouched for more than 30 minutes
4. Start the second service desk client and logon.
5. On the second client, from Tools > System > hp OpenView service desk > Security > Audit > Logged On users
6. At this time, there are two sessions listed in the right pane.
7. Press F5 to refresh the 'Logged On User' window frequently.
8. Waiting for 30 minutes, there are still two active sessions in the 'Logged On User' window.
9. Waiting for over nearly 60 minutes, one client session will disappeared in the 'Logged On user' window
ITSM007106 | Operator "Does not Contain" does not work in View for Text field (4000K)
| View > Current View > Customize Current View > Filter > Advanced The correct records cannot be retrieved when using 'Does not Contain' as an operator for filter on a View, Example: 1. Create 2 service calls, their ID are 123 & 124. 2. Fill 'abc' in the information field of service call 123.
3. From View > Current View > Customize Current View > Filter > Advanced, add a Service Call view filter:
Field: Information
Operator: doesn't contain
Text: abc
4. The result is both Service Calls (123 & 124) are not displayed on the view.
ITSM007110 | Template from include roles are unavailable for a user
| Tools > System > hp OpenView service desk > Security > Access > Role Open a role, and in the tab Include. When a complex role hierarchy is used, not all templates are pushed to the client that uses an account for this role. Example: ParentRole
IncludeRole1 (With different templates)
IncludeRole2 (With different templates)
An account is related to ParentRole.
When this account role starts the client it will miss the templates related to IncludeRole2.
ITSM007142 | How webconsole selects first default view
| When a user logs into the webconsole, the first view is default to the CIs view. It is too heavy for the web console if the CIs contains about 3500 items. A configuration parameter should be set in some xml files to specify the initial view depending on a user's role(s) and accessible view(s).
ITSM007149 | sd_event: the specific Japanese character "?" is displayed incorrectly
| [Environment] SD4.5 SP5/Win2000 OVO7.1/HP-UX11.11/perl v5.6.1/java 1.3.1.09 [Problem] If the specific Japanese character "?" (known as 'mojibake') is included in a OVO message, additional "\" is displayed in SD incident call.
The problem looks like from character string handling in the sd_eventins.pl
And this problem reproduced on my test box.
SD4.5 SP6/Win2000 SP4
OVO7.1/Sun OS 5.8/perl v5.8.3/Java1.3.1.11
NB: Perl 5.8 supports Japanese 2-byte characters, except this mojibake character.
ITSM007154 | If Applied Calendar field is set in Work Order, The time calculation is wrong.
| Tools > System > hp OpenView service desk > System panel > General Settings > Application Tab Tools > System > hp OpenView service desk > Presentation > Forms > Work Order How to reproduce: 1. From Tools > System > hp OpenView service desk > System panel > General Settings > Application Tab > Planned Time Calculation, select the option "Opening Hours Calendar of assigned Workgroup For All Items".
2. In Tools > System > hp OpenView service desk > Presentation > Forms > Work Order, make sure the "Applied Calendar Field" is not selected in default template (if has been selected then remove it).
3. Create a new Work Order using default template.
4. Assign this work order to some workgroup whose support hours are 8x5.
5. Set some value to Planned Finish date of the Work Order, and this will trigger the calculation of the Remain Duration.
6. It is found that the calculation of Remain Duration is based on 24x7 rather than the workgroup support hours.
ITSM007156 | Copying roles disables Status range definition in the Details button for an item
| Tools > System > hp OpenView service desk > Security > Access > Role Copying roles which disables Status range definition in the Details button for an item. When copy the old role to new role, the Status range (Status from and Status to) in the Item access will be lost in the copy.
How to reproduce:
1. Create a role named "Test".
2. Turn on the checkbox the Incident in the Items tab.
3. Click the "Details" button, and select the "Status Access" tab in the "Detailed Item Access" window.
4. Set the "Status from" field to "Registered" and the "Status to" field to "Closed"
5. Click the Copy icon in the tool bar in the Role View
6. Click the Paste icon in the tool bar in the Role View, and a new role named "Copy of test" is created
7. Check the "Status from" in the "Copy of test" role and the "status to". It is found that the value "Registered" and "Closed" are lost.
ITSM007158 | In Advanced Find and Free Days selecting a date gives previous date.
| Shortcut Bar > Service Desk > e.g. Service call > Tools > Advanced Find...(F2) Tools > System > hp OpenView service desk > Data > Codes > General > Free Day When using Advanced Find and selecting a date field on the "Advanced" tab page, and then selecting a date in the Value field, it will cause the previous date to be displayed instead of the date that is chosen. For example, when Jan 24th is chosen Jan 23th will be displayed.
This happens only when the time zone of the user has a negative offset (-3, -10 etc.). If the offset is positive everything works fine.
How to reproduce:
1. Open Advanced Find
2. Go to tab page Advanced
3. Choose e.g. Actual Start as Field
4. Set Operator to 'on' (other operators seem to work fine)
5. In the Value field type a date or pick one from calendar
6. If the used time zone has a negative offset the date will turn into the day before, if the time zone has a positive offset the date will be correct.
The same happens when trying to select a new free day in administrator console.
ITSM007165 | Argument type mismatch error with Delayed Role Caching
| Tools > System > hp OpenView service desk > System Panel > General Settings Tools > System > hp OpenView service desk > Security > Access > Role If 'Use Delayed Role Caching' in General Settings is turned on and you want to uncheck the checkbox then the error "argument type mismatch" appears.
Also, with 'Use Delayed Role Caching' turned on, if a new role is created then closing the Administrator Console will raise the same error.
Please refer to ITSM007549 for more information.
ITSM007171 | Table alias occurs twice in a SQL script
| Tools -> System -> hp OpenView service desk -> Business Logic -> Database Rule, for example incident How to reproduce: 1. Create a database rule Rule1 to update the related service call of incident When incident is modified Status(*) equals Closed
Service Call; Solution set to [Solution] (the solution of the service call. That is to turn on the check box "Use related item values")
2. Create a new incident
3. Related it to a service call using "Caused by" relationship
4. Set the incident status to "In progress"
5. Save and close the incident
6. Reopen the incident, modify its status to "Closed", and update the solution
The similar error occurs:
The correlation name 'T3' is specified multiple times in a FROM clause.
7. Reset the incident status to "Completed" and any other statuses, the same error happened.
8. Create another database rule Rule2 as:
When incident is modified
Status(*) equals Closed
Service Call; Solution set to [Solution] (the solution of the incident. That is to turn off the check box "Use related item values")
9. Block Rule1, and repeat steps from step2 to step7, everything is OK.
10. If both Rule1 and Rule2 are there, the same error would happen:
The correlation name 'T3' is specified multiple times in a FROM clause.
ITSM007172 | UI Rule is hanging after applying the Service Desk service pack11 update
| Tools > System > hp OpenView service desk > Business Logic > UI rules, for example, Service Call How to reproduce: 1. Create a UI rule for service all as below: When a value has changed Condition: NOT (Frequently Asked Question equals Yes) AND Status (*) equals RegisteredORIn ProgressORWaiting
Action (Limit field value range) Status equals Completed;Informed;Closed;
2. Open an existing service call
3. Change the status to Registered, while keep the check box "Frequently Asked Question" off
4. The system is hanging on.
Or
1. Use the same rule as previous
2. Open an existing service call whose status is "Registered"
3. First turn on the check box "Frequently Asked Question", and then turn it off.
4. The system is hanging on.
ITSM007185 | Request for increasing custom code type fields for 'Change'
| Shortage of custom code type fields in Change management. We need 10 extra custom code fields in Change management. This is resulted from implementing both release and change management in change management module. Also we need 5 extra custom code fields for Problem and 5 custom code fields for Service Call.
ITSM007202 | Update by Database rule fails.
| Tools > System > hp OpenView service desk > Business Logic > Database Rules For a rule set, a created Incident will trigger the database rule manager 12 times. This takes 10 seconds. If other updates from the web-API happen during that time the subsequent rule update will fail because the entity was updated in between.
Investigations:
Circular database rules are possible.
Possible enhancements solutions:
*) Database rules should not trigger the rules evaluation mechanism anymore, or that should be optional.
*) Merge events in the event queue so that multiple updates to the same entity will result in one event and subsequent pass by the rule manager
ITSM007205 | Creating Aces View fails with java.lang.NullPointerException
| Tools > System > hp OV service desk > Data > ACES > ACES View When creating a new Aces View a java.lang.NullPointerException appears when trying to choose the Item with the quick find button. The following error is inserted in the logclient.txt:
vr, 04/02/2005 13:20:19 <Trace> java.lang.NullPointerException
at com/hp/ifc/ui/cpl/AppAdministratorConsole.installLanguageNodes
at com/hp/ifc/ui/cpl/AppAdministratorConsole.buildTree
at com/hp/ifc/ui/cpl/AppAdministratorConsole.getExportViewAdminTree
at com/hp/ifc/ui/cpl/exportConfig/AppChooseExportViewItemDialog.<init>
at com/hp/ifc/ui/cpl/exportConfig/AppChooseExportViewItemDialog.<init>
at com/hp/ifc/ui/cpl/exportConfig/AppChooseExportView.chooseOnlyACESItems
at com/hp/ifc/ui/cpl/exportConfig/AppChooseExportView.onChoose
at com/hp/ifc/ui/fld/AppChooserField.choose
at com/ms/wfc/core/EventHandler.invoke
at com/ms/wfc/core/Component.fireEvent
at com/ms/wfc/ui/Control.onClick
at com/hp/ifc/ui/AppButton.onClick
at com/ms/wfc/ui/Control.wmMouseUp
at com/ms/wfc/ui/Control.wndProc
at com/ms/wfc/ui/Control$ControlWindow.wndProc
at com/ms/wfc/app/Window.callback
at com/ms/wfc/win32/Windows.DispatchMessage
at com/ms/wfc/app/Application$ThreadContext.runMessageLoop
at com/ms/wfc/app/Application.run
at com/hp/ifc/ui/AppConsole.main
ITSM007231 | java.lang.IllegalArgumentException in logserver.txt file.
| When retrieving an entity from the database, occasionally the following stack trace will be written to the logserver.txt file: Tue, 18/01/2005 10:16:31 <Trace> Data Access java.lang.IllegalArgumentException at java.util.SimpleTimeZone.getOffset(Unknown Source) at
java.util.GregorianCalendar.computeTime(Unknown Source) at
java.util.Calendar.updateTime(Unknown Source)at
java.util.Calendar.getTimeInMillis(Unknown Source)at
java.util.Calendar.getTime(Unknown Source)at
oracle.sql.DATE.toTimestamp(DATE.java:429)at
oracle.sql.DATE.timestampValue(DATE.java:776)at
oracle.jdbc.driver.ScrollableResultSet.getTimestamp(ScrollableResultSet.java:700)at
com.hp.ifc.util.marshal.recordset.AppRecordsetJDBC.convertJDBCset(Unknown Source)at
com.hp.ifc.da.AppQueryManager.executeQuery(Unknown Source)at
com.hp.ifc.da.AppQueryManager.executeQuery(Unknown Source)at
com.hp.ifc.da.AppQueryManager.execute(Unknown Source)at
com.hp.ifc.da.AppQueryManager.execute(Unknown Source)at
com.hp.ifc.bus.AppServerEntity.trueFind(Unknown Source)at
com.hp.ifc.bus.AppServerEntity.find(Unknown Source)at
com.hp.ifc.bus.AppServerEntity.find(Unknown Source)at
java.lang.reflect.Method.invoke(Native Method)at
com.hp.ifc.net.itp.AppItpRequest.localInvoke(Unknown Source)at
com.hp.ifc.net.itp.AppItpRequestHandler.process(Unknown Source)at
com.hp.ifc.net.tcp.AppTcpConnection.processRequest(Unknown Source)at
com.hp.ifc.net.tcp.AppTcpThread.run(Unknown Source)
Apart from this message, there appears to be no adverse effects on the Service Desk application.
This error has only been seen on an application server running on HP-UX.
ITSM007259 | NullPointerException when using system action Create Work order.. in UI rule
| Tools > System > hp OpenView service desk > Business Logic > UI Rules > e.g. Change Shortcut Bar > Service Desk > e.g. Change In the action menu, e.g. Change form, it is now possible to create a new Work Order with the new system action "Create Work order - copy values from current item".
This system action is also available in UI rule system action list. However, when using this option in a UI rule a java.lang.NullPointerException error will be raised when the UI rule fires.
How to reproduce:
1. Create a new UI rule for Change
2. Add condition Approval;Approval Status (*) equals Ready
3. Add the system action "Create Work order - copy values from current item"
4. Save the rule
5. Set up approval in a change so 1 user has to approve
6. Approve this change so the Approval status will be set to Ready automatically and the rule will fire
Now the java.lang.NullPointerException appears.
If the condition is for example 'Status equals Approved' then the work order is created and no error is raised.
ITSM007271 | 'Data Unavailable' in web console after upgrade to SP11
| When upgrading web console from SP10 to SP11, after login, no data are displayed, just 'Data unavailable' message. Error message in sip.log: "There is no entity (workspace) to show". To reproduce: 1. Cleared the cache files under C:\Program Files\HP OpenView\SIP\tmp\ObjectServer\cache first.
2. Restarted Apache and Tomcat
3. log in with system/servicedesk
4. Tomcat reported an HTTP Status 500 error
5. Backspace to previous page, log in again with system/servicedesk
6. Web Console reported "Data Unavailable"
ITSM007297 | Database rule does not fire and Service Desk App Server hanged
| When App Server loads scheduled tasks from database, it will parse them to some scheduled task objects, which will be null if the parsing fails. However, the App Server does not catch the exception java.lang.NullPointerException, so that a huge number of exceptions is thrown and will be written to log file.
The "out of memory" phenomena appears when the speed of writing log is slower than that of producing the exceptions.
<Trace> You are not allowed to view this scheduled tasks or this may have been deleted by another user.
<Trace> DBRuleManager java.lang.NullPointerException
<<no stack trace available>>
<Data Access> Unable to delete (all) data!
<Trace> java.lang.NullPointerException
<<no stack trace available>>
<AppSrvRepository> load of repository items failed for id: 281550832633195
<Trace> java.lang.NullPointerException
at com.hp.ifc.rep.AppAbstractInfoManager.removeInfo(Unknown Source)
at com.hp.ifc.util.taskman.AppScheduledTasksQueue.startup(Unknown Source)
at com.hp.ifc.bus.AppServer$1.run(Unknown Source)
at java.lang.Thread.run(Unknown Source)
ITSM007309 | After upgrade to Service Pack12 some rules are not firing anymore
| When a Web-API program connects to Service Desk application server (AppServer), AppServer will create and return a session object. If the Web-API program uses this session object to update an item (e.g. Service call), and this triggers a database rule, the rule trigger session is required by the database rule manager when processing. And the Web-API program will close the session after updating the item.
The database rule will be executed successfully if it is finished before Web-API close the session. But if the database rule is executed just after Web-API program closes the session, its execution will fail.
And this usually occurs when the database rule takes long time to run, and causes some items to be updated correctly while others are not.
ITSM007310 | Application server Windows service does not shutdown nicely when stopped
| Service Desk application server When the Service Desk application server is installed as a service on Windows operating system, it is stopped "brutally". In such a case, the logserver file does not contain entries for a shutdown request, and the rep_servers table contains an invalid entry.
When an application server is started/stopped through sd_server.bat, the server log file contains a trace of the stop, and the rep_servers table is correctly cleared.
It seems this behaviour may be caused by the parameters used in "installservice" to stop the app. server:
"-stop com.hp.startup.Bootstrap -method shutdown -params com.hp.ifc.bus.AppServer -current "
How to reproduce:
1. Install the Service Desk application server as a Window service: run the bat file <Service Desk install directory>/Server/bin/installservice.bat
2. Clear logserver.txt file and start application server via the Windows services in the control panel.
3. Stop the service via the Windows services in the control panel.
4. Check the <Install Directory>\server\log\logserver.txt. See that there is no request to shutdown in the log.
5. Check the rep_servers table in the database. See the information is not correctly cleared.

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Defect Report | Description
SP14: |
ITSM004931 | Project view can not add fields at the view
| Service Desk Client > Project > Project (Project) View View > Current view > Customize current view > Fields Class Cast Exception when changing Project View. How to reproduce: 1. Service Desk Client > Project, select the Project (Project) view
2. View > Current view > Customize current view, click any field e.g. Change Early Start
3. Try to click the "Start >>" or "End >>" button to add a Start or End field
4. An error message pop's up with the following message text:
java.lang.ClassCastException:
com/hp/ifc/rep/views/AppProjectViewInfo
ITSM005295 | 64K field in Advanced Find is possible by F2, on actual search it failed.
| Tools > Advanced find When a cursor is in a 64K field, user presses F2, then he can get Advanced Find screen with the 64K field filled in. This should not be possible due to optional performance problem. When user does an actual search, he will get an error message:
Fri, 13/12/2002 14:19:33 <Trace> ADO ERROR: com.ms.wfc.data.AdoException: ORA-00932: inconsistent datatypes
Error for query: SELECT T1.ser_id AS C0
,T1.ser_deadline AS C1
,T1.ser_description AS C2
,T1.ser_sta_oid AS C3
,T2.wog_name AS C4
,T1.ser_cat_oid AS C5
,TO_NUMBER(NULL) AS C6
,T1.ser_oid AS C7
,T3.cod_ordering AS C8
,T1.ser_lockseq AS C9
,T1.ser_planfinish AS C10
,T1.ser_sel_oid AS C11
FROM itsm_servicecalls T1
,itsm_ser_custom_fields T4
,itsm_workgroups T2
,itsm_codes T3
WHERE ((T2.wog_oid (+) = T1.ser_ass_wog_oid)
AND (T3.cod_oid = T1.ser_sta_oid)
AND (T4.scf_ser_oid (+) = T1.ser_oid))
AND (T4.scf_text64kb LIKE ?);
?0=%zara%
ITSM005793 | "Due today"/"Due tomorrow" doesn't work properly
| Service Desk > Service call (Or other entity with deadline field) > Enter value for field Deadline The Due Date Message doesn't work properly How to reproduce: 1. After logon, create a new service call. 2. Set the field Deadline's value to tomorrow but before the tomorrow current time.
3. Click any other field or Press "Tab" to let the deadline field lose focus
4. System will show incorrect Due Date information in the Due Date title bar on the top of the form.
Other Information:
It seems that the function calculates with a 24 hour clock instead of checking the day of the deadline.
ITSM005939 | Malfunctioning e-mail server can hang SD app.server with 100% CPU usage
| Menu> Tools > System > hp Open View Service Desk > System Panel > E-mail > General > E-mail server. If the SMTP server can be found by the Ping request but request time is out, Service Desk application server always runs with 100% CPU usage and it is hanged, when it tries to send an email.
How to reproduce:
1. Start client with "System" user.
2. Menu> Tools > System > hp Open View Service Desk > System Panel > E-mail > General > E-mail server. Fill the server name (e.g. mailserver.domain.com) that can be found by the Ping request but request time is out.
3. Menu>Tools > Options > Advanced>General. Check "send me e-mail when items are assigned to me" and "send me e-mail if I need to approve an item"
4. Client > Service Call. Create a service call and fill required fields. Make sure "To Person" is filled with "System" User.
5. Save the new service call. Watch Service Desk application server and find that it will run with 100% CPU usage.
6. Then check the server log. The error trace of SMTP information is not printed.
This means the application server is hanged when it is sending an email.
ITSM006788 | For work order the following fields are required: applied calendar
| Tools > System > Presentation > Forms > Work order > Save 1. Tools > System > data > Template > Work order Create a template that contains default value of planned start and planned finish (Meanwhile make sure the Applied Calendar field will not be set) then set it as default.
2. Tools > System > Presentation > Work order
Create a work order form that does not contain the field applied calendar.
3. Create a work order with above form. When user tries to save the work order the following error message is generated:
For work order the following fields are required: applied calendar
ITSM006853 | Uninstall on Window, does not delete all installation files.
| Web console > Uninstall If you uninstall the web console on Windows, this will not remove the installation files. You need to remove those files and reboot again.
ITSM006855 | Allow entry of ID number in Lookup field
| Web console > Forms with lookup fiels (Service call) The service desk java client allows entry of the ID number in the lookup-field. In the web console it's not allowed to enter ID numbers.
ITSM006959 | Confirming view in Administrator Console causes all views to be visible
| Tools > System > hpOVsd > Presentation > Views > e.g. Change Open View Summary of any view in Administrator Console and just confirm it by clicking OK without making any change. After that all system views of all entities will become visible.
How to reproduce:
- go to Presentation > Views
- select 'Change', about 12 change views will be listed
- open one of the views and click 'OK' without making any change.
- now the view is no longer include 12 views just for Change but all views for all entities
Only restarting the client will get rid of unnecessary views.
A second way to reproduce:
- go to Presentation > Views
- select any item and press F5/Refresh button
This will display views created for other items.
ITSM007005 | get_ovo_attributes process hangs when receiving 8k origmsgtext data.
| Forward hp OpenView Operation(OVO) for Unix message to Service Desk get_ovo_attributes process hangs when it handles an OVO message whose original message text data is more than 8K bytes.
ITSM007088 | Custom fields are still writeable after merging of a record.
| File>New>Service call>Save When the current user tries to save a service call and find this item has been modified by another user, a merge window will pop up. The item window will be made read only, however the custom fields are still writeable. This is not consistent.
How to reproduce
1) add custom fields to a form (i.e. service call)
2) oen a service call on client A, modify it
3) oen the same service call on client B. Modify it, save it.
4)try to save the service call on client A. You will get a merge pop-up
You will see that the screen is being made read only but the custom fields are still accessible.
ITSM007107 | Calculation of support hour is wrong when crossing Saturday to Sunday
| Service Desk Client > Shortcut Bar > Service Call > Open/New a Service Call > Time/Cost > Remain duration Problem description: Calculation of deadline of Service Call is wrong if support hour setting used by this Service Call crosses Saturday to Sunday.
How to reproduce:
1. Create a service level named "Random"
2. Create support hours for the service level as following:
Monday: 02:00-10:00
Thursday: 08:00-20:00
Saturday 03:00 - Sunday 03:00 or (Saturday 03:00-Sunday 0:00 and Sunday 0:00 - Sunday 03:00)
3. Set free days for system as:
Jan.13, 2005
Jan.15, 2005
Jan.16, 2005
4. Today is Jan.14, 2005
5. Create a new service call, and set the service level to "Random"
6. Change the max duration to 1 hour
7. The deadline is "Jan.17, 2005, 06:00". This is wrong. The correct answer should be "Jan, 17, 2005, 03:00".
ITSM007153 | Support for SD45 - OVO 8.x integration
| OVO 8.x have been released for several months now, however the integration for Service Desk 45 and OVOU 8.x is not officially supported. This official support needs to be provided.
ITSM007173 | Remain duration is wrong when using "Service Level" in view
| Service Desk client > Shortcut Bar > Service Call > add Remain duration to a view. when added as a field in a Service Call or Incident view with Planned Time Calculation Uses "Service Level For Service Call And Incidents, Otherwise 24*7 Support", Remain duration is calculated wrong.
How to reproduce
1. Tools > System > Control Panel > General Setting > Planned Time Calculation Uses. Select option of "Service Level For Service Call And Incidents , Otherwise 24*7 Support";
2. Create SLA then related it to one Service
3. Create Service Call and associate above "Service" to the "Service Call"
4. Fill the field "planned finish"
5. The field of "Remain Duration" is filled automatically and correctly (which is calculated according to the assigned "Service Level")
4. In Service Call view, make sure the "Remain Duration" is selected
5. View the "Remain Duration" field
6. "Remain duration" is not correct.
ITSM007180 | All "\" characters in agent command exec action are replaced by "/"
| Tools > system > Business logic > Database Rule All "\" are changed into "/". This might lead to trouble in Agent commands that need to send "\" characters. How to reproduce: 1. Create a database rule, for example, Service call When the service call is changed
Status(*) is anything
Command Exec Action: %SD_AGENTHOME%\bin\banner.exe /red ID: [ID] [Status] /message\message
2. Open a Service Call and modify its status.
3. Check the contents of the Banner.
It is found that the content of the Banner is: ..../message /message
ITSM007192 | Message displayed when max concurrent users is reached is confusing
| Service Desk > Client User has got 39 concurrent licenses. When user has run out of 39 concurrent licenses and a new concurrent user tries to log on he gets the following message: "Maximum 39 concurrent users can login at one time License key: (fill in)
Annotation: (fill in)
It's good that the users know that due to license shortage he can't log in. But he should not be asked about the license key and the annotation. They get confused, ring the application administrator and are irritated that they are confronted with something they can't do anything about and should not see. This is new for us since we have SP8 (4.5.8). When we were on SP1 the message just contained the information about the max concurrent users.
Required functionality:
A message that will inform user that due to license shortage he can't log in.
ITSM007198 | Quick Find shows less records than Query Restriction, but QR exceeded anyway
| Toolbar > New work order > To person > Quick Find This problem occurs only when first enter the beginning of a searchcode for some people and then clicking the Quick Find button to the right with your mouse. When using TAB or ENTER to leave the searchcode entry field, there is no problem.
However, if your cursor is still in the searchcode entry field (you typed a searchcode or a prefix of a searchcode), and then use the mouse to click on the button to the right of that field, it can happen that the Query Restriction is exceeded, even though the search results window shows less items than the limit that was set for Query Restrictions of this item.
ITSM007227 | Some Detailed Item Access information lost when importing with ACES
| Tools > System > Security > Access > Role Tools > System > hp Open View service desk > Data> ACES If a role is created with access (View, New, Modify and Remove) to e.g. Change then in the Details window for Change one can choose "When assigned to user's workgroup" or "When assigned to user" for View and Modify access.
If this role is exported with ACES, then imported in another database with the same demo data, only the View access exists. The Modify, New and Remove access flags are unchecked, so the role is not the same as the original, making ACES task invalid.
When selecting Always for View and Modify access the import works fine.
How to reproduce:
- use 2 databases with the same demo data
- create a test role
- check (for all access) and highlight the Change item
- click on Details and select the When assigned to user's workgroup or When assigned to user for View and Modify
- use the ACES export wizard to export this role (create useful ACES View and ACES Group).
- then on the second database use the ACES import wizard to import the created XML file.
- now the new role will have only View access checked
ITSM007228 | ACES import not setting the 'Status to' in the Status Access Range
| Tools > System > hp Open View service desk > Security > Access > Role Tools > System > hp Open View service desk > Data > ACES If in a role for an item like Change the Status Access Range is entered (under Details button) and this role is exported with ACES, then imported in another database with the same demo data only the 'Status from' field is filled in. The 'Status to' field stays empty.
In the import log following error can be found:
"Warning: You are not allowed to view this status or this may have been deleted by another user. .... Failed to set to value: ..."
It can be confirmed that the OID's are the same for the status in each database.
How to reproduce:
- use 2 databases with the same demo data
- create a test role
- highlight the Change item
- click on Details and select the Status Access tab. Set 'Status from' to Registered and 'Status to' to Closed
- use the ACES export wizard to export this role (create useful ACES View and ACES Group)
- in the second database use the ACES import wizard to import the created XML file
- now in the new created role the 'Status to' field is empty (and the 'Status from' field is Registered) and this is the problem.
ITSM007230 | Advanced Find behaves differently from field with view-only access
| Shortcut Bar > Service Desk > e.g. Service call > open a service call > Menu bar > Tools > Advanced Find One of the ways to use Advanced Find is to place cursor in any text field in a form and choose Advanced Find (with F2 or from menu bar > Tools).
When user put cursor in read-only field and presses F2, Advanced Find dialog will appears .
First tab page is opened and third tab page does not have pre-populated data.
When user put cursor in writable field and presses F2, Advanced Find dialog will appears.
Third tab page is opened with pre-populated data.
ITSM007241 | Problems with failover and sessions being removed from the rep_sessions table.
| Client session is not removed if connectivity between Service Desk AppServer and database server is lost. How to reproduce: 1. Set up two application servers on two separate computers. 2. Attach them to one Microsoft SQL Server on each of the computers.
3. Set the session time out to 2 minutes on both application servers.
4. Log on as client on each machine.
5. Do not refresh the clients and over 2 minutes later these entries will be removed from the rep_sessions table.
6. Then refreshed the clients on both machines so the entries will be added back into the rep_sessions table.
7. Then on one machine that does not have the database server use a port blocker to block port 1433(It is the listening port used by SQL Server).
8. Over 2 minutes later the client which is still connected to the valid app server will be removed, while the client connecting to the app server who lost its connection to the database server remains in the rep_sessions table.
9. Unblock the port and wait more than 2 minutes, if the client is not refreshed, the session will still remain in the rep_sessions table.
ITSM007242 | Using Text64k customized field as unique key with sd_event fails with DB error
| Menu>Tools>System>hp Open View service desk>Data Exchange>Import mapping Using a 64k field as unique key in the import mapping for a sd_event integration with SQL-Server database. This fails with the following error in sd_event.log SERVER_RESPONSE=WARNING: JDBC error 306: [OVNTH42]The text, ntext, and image data types cannot be compared or sorted, except when using IS NULL or LIKE operator., SQL state: 01000 for query: SELECT T1.inc_oid AS C0
On Oracle something similar occurs. This returns the following error in sd_event.log:
SERVER_RESPONSE=WARNING: JDBC error 997: ORA-00997: illegal use of LONG datatype
How to reproduce:
1 Go to Menu>Tools>System>hp Open View service desk>Data Exchange>Import mapping
2 Create an import mapping, set the name "external event", Click "Add" button, set the "name" field to "incident", select "incident" value from the "Item" drop down list, select "external event" from the "Template to entity" drop down list, click "OK".
3 In the right panel, select "Text 64 KB" field, click "Modify" button, set value "test" in the "External Property" field, mark "This field is used for key binding", click "OK" button.
4 Select "Source ID" in the panel, click "Modify" button, input "Event ID" in the "External Property" field.
5 Select "Description" in the panel, click "Modify" button, input "description" in the "External Property" field.
6 Click OK to finish the creation of the mapping.
7 Post a sd_event command like:
sd_event.exe -f sd_event.ini -c "incident" -v event_id="1234" description="test test" test="1234"
The error listed up will occur in the log.
ITSM007245 | Operator of sd_dataform.bat does not work
| When using "!=" operator in sd_dataform on some non-English client , customer may get wrong result. The "!=" operator will not work, and some records will appear twice. How to reproduce: 1 Using a non-English Operation System, i.e. Windows XP, Japan version
2 Import Japanese language
- Install OpenView Service Desk 4.5 localization Pack
- Go to Menu>System> HP Open View Service Desk> System Panel>Regional Settings
- On "Language" panel, click button "Add...", select "Japanese(Japan)" from the drop down list. Click " OK" to add this language.
- Go to Menu>System> HP Open View Service Desk>Data>Data Exchange>Data Exchange Task
- Right Click mouse, and Click "New Data Exchange Task". Set the field "Exchange file" with value "sd_lang_ja.xml", select "sd_lang" from the "Import mapping" drop down list. Click button "Start..." to start importing.
3 Start the Command Prompt, Go to Service Desk installation directory--- "...\client\bin" directory and issue the command as below:
sd_dataform.bat -ListAlways "Service Call" "ID<=30" "Status!=Closed"
Desired result : show the service calls which have ID is less than or equal to 30 and status is not equal to closed
Actual result: Some records appear twice and it also contains the call that status is closed.
ITSM007267 | Update CI from workorder without read-write access to CI
| Service Desk Client > Shortcuts Bar > Work order > Open/New a Work order > CIs/Outage > Modify a related Configuration Item > Planned CI values. Problem description: Service Desk users should be able to update CIs through work orders. Currently if user has read-write access to the CI he can modify a CI by setting planned values in a work order and then setting the state of the work order to be what needs to be set. BUT if user does not have read-write access to the CI even if he has read-write access to this Work order, the planned values can not be updated.
The expected behavior is if the user brings up the CI via a Work order that he has read-write access, he can still modify it directly.
Getting this to work by a database rule is not trivial.
ITSM007279 | Service Event Relation window does not disappear after save warning
| Service Desk Client > Service Call Problem description: Service Event Relation window does not disappear after saving warning. If there is a warning before Service Call be saved (e.g. required fields not filled or a merge warning), the Service Event Relation window move to background but not be closed. After Service Call be saved, the Service Relation Event window is still visible and can not be got rid of.
How to reproduce:
1) Open two Service Desk clients and log in as 2 different users
2) In both clients open the same Service Call
3) In the first client make a change to the Service Call and press Save & Close
4) In the second client click Actions -> Create Incident
5) In the incident window that appears fill in the required fields and click Save & Close
6) The Service Event Relation dialog appears fills in the relation type and click OK
7) The following error appears: "Item cannot be saved, because another user has changed it after you opened it."
8) Click OK- the message disappears, the Service Event Relation dialog is moved to the background
9) Click Save & Close in the Service Call Form
10) The following message appears: "This item has been changed by the system or another user. The differences have to be merged. Do you wish to continue?"
11) Click Yes, the merge result window appears, click Close
12) Now, Save & Close the Service Call and uses the 'X' to close the grayed out SC form
13) The Service Event Relation window is still visible and there is no way to get rid of it, clicking OK or Cancel returns the following message: "There are no changes to save"
NOTE:
There are some other ways to reproduce this Problem.
E.g.
1 Open an existing Service call with a not filled required filed.
2 Menu > Actions > Create Change - copy values from current item.
3 Save the new Change, the Service Relation Event window pops up.
4 Choose a Relation Type of it. Click OK.
5 Required fields' error of Service Call pops up, click OK.
6 Enter the required fields and Save and Close the Service Call.
7 The Service Call window disappears but the underlying Service Event Relation window becomes visible and can not be closed.
ITSM007280 | Included role loses it's field access setting
| Tools > System > Security > Access > Role Included role loses its field access setting. If a role has limited field access specified for some fields this will not be taken into account when the role is included into another. How to reproduce: 1. Create two roles
Role1: Have all access to Change.
Role2: Have all access to Service Call, except that the "actual start" field is Hidden and "Solution" field is view only.
2. Include the Role2 into the Role1.
3. Create a new Account with Role1.
4. Login using the new account.
5. Create a new Service Call. The problem is Solution is editable and actual cost is visible in the form.
ITSM007283 | entries in 'Logged on users' aren't removed
| Tools > System >Security > Audit > Logged on users Login records of integration account are not removed from database table rep-sessions after upgrade to Service Pack 11. After upgrading to Service Pack 11, the login records for the integration account resulting from running sd_access are not removed until the session time out period is over. These results in many sessions created and not removed after a few minutes.
This was not the behavior in Service Pack 9 and Service Pack 10, where sessions are removed very quickly after created.
Problem is reproducible either with the whole integration running, or only executing the sd_access with integration or any other account.
To reproduce:
1. Open the server settings editor to set the session timeout to be 120 minutes.
2. Start a Service Desk 4.5 Service Pack 11 Application Server.
3. Run sd_access.bat giving as parameter the integration account, password and server.
4. Wait until sd_access.bat exit.
5. Go to Tools > System >Security > Audit > Logged on users
6. Press F5 to refresh the view, the integration account will not be removed until session timeout.
Run the same test on Service Pack 9 or Service Pack 10. The sessions are removed very quickly after sd_access exit.
ITSM007287 | %SD_AGENTHOME% in agent command is resolved on app server, not on agent machine
| Service Desk > Agent If the environment variable is defined on the application server, %SD_AGENTHOME% in agent command is resolved on hp Open View Service Desk Application Server, not on agent machine. To reproduce: 1.Make sure %SD_AGENTHOME% is defined on the application server machine and its value is different from that on the agent machine.
For example:
%SD_AGENTHOME% on the server is: C:\service desk 4.5\agent
%SD_AGENTHOME% on the agent machine is: D:\SD45\agent
2. Create a database rule with a command exec action that contains the following command line:
%SD_AGENTHOME%\bin\banner.exe
3.Trigger the rule, the application server will send the following command to the agent:
C:\service desk 4.5\agent\bin\banner.exe
This will fail because location of %SD_AGENTHOME% is different on the agent machine.
Prior to SP6 this worked OK. The agent would receive the command including the variable and the variable would be substituted on the agent machine.
If the variable %SD_AGENTHOME% is not set on the application server everything works OK.
ITSM007296 | Null pointer exception being thrown by Database rule
| Menu>Tools>System>hp Open View service desk>Business Logic>Database Rules>Incident Problem description: In SD4.5 SP9 Null pointer exception is thrown by Database rule. Error messages / call stack In logserver.txt
Tue, 01/03/2005 19:51:35 <Trace> DBRuleManagerjava.lang.NullPointerException
at com.hp.ifc.ev.dbrules.AppDBRuleManager.evaluateRule(Unknown Source)
at com.hp.ifc.ev.dbrules.AppDBRuleManager.handleEvent(Unknown Source)
at com.hp.ifc.ev.dbrules.AppDBRuleManager.handleEvent(Unknown Source)
at com.hp.ifc.ev.AppEventQueueReader.run(Unknown Source)
at java.lang.Thread.run(Unknown Source)
How to reproduce:
1 Start Open View Service Desk client, then go to Menu>Tools>System>hp Open View service desk>Business Logic>Database Rules>Incident
2 Create a incident DB rule with:
- Trigger: "When incident is created or modified".
- Condition1 : "Priority" equals "High" and "Top". Mark the "Evaluate this rule when this field has been changed".
- Condition2: "Impact" equals "High" and " Top". Mark the "Evaluate this rule when this field has been changed". Mark the "Schedule the validation of this condition at", set "04 minutes Before Deadline", Mark "Only execute once" and "Use support hours".
- Action: Select "Update Data". Select "Solution" in "Fields", set to "Fixed Value" by "update by dbrule".
- Save DB rule.
3. From Shortcut> Incident. In the right panel, double click one incident record to open it. Set the "Priority" field with the value "Top". Set the "configuration Item" with the value "DB001", and set "Impact" with the value "Top". Click "Save and Close"
4 Check the server log file; the following error message will appear:
java.lang.NullPointerException
at com.hp.ifc.ev.dbrules.AppDBRuleManager.evaluateRule(Unknown Source)
at com.hp.ifc.ev.dbrules.AppDBRuleManager.handleEvent(Unknown Source)
at com.hp.ifc.ev.dbrules.AppDBRuleManager.handleEvent(Unknown Source)
at com.hp.ifc.ev.AppEventQueueReader.run(Unknown Source)
at java.lang.Thread.run(Unknown Source)
ITSM007304 | Assignment priority in Service Today is not in the order defined in Adm Console
| Service Desk Client > View > Current View > Customize Current View Admin Console > Data > Codes > General > Assignment priority In Admin Console > Data > Codes > General > Assignment priority, the codes are ordered as follows: Low, Medium, High, Top.
When creating a view in Service Today, upon selecting Sort by 'Assignment Priority', the priority is sorted alphabetically as follows: High, Low, Medium, Top.
This is incorrect.
How to reproduce:
1. In Service Desk client, Open "Service Today" >"Service Today for Workgroup (Table)" view.
2. Select View >Current View>Customize Current View menu.
3. Press "Sort By" button.
4. Set the sort item to "Assignment 'Assignment Priority" (ascending) with "Show field" checked.
5. Press "OK" button and "OK" button.
6. Verify the sort order in view: 'Assignment Priority' is in order High, Low, Medium, and Top. This is not correct.
Any other relevant information: Verified against 'priority' field in Service call module. The View displays 'Priority' according to the order defined in code settings (Admin Console > Data > Codes > General > Priority)
ITSM007305 | Importing OVO Services into Service Desk is not working at all
| Tools > System > Data > Data Exchange > Data Exchange Task > Import When importing services data from OVO for Windows, the following message is thrown: "You have typed an invalid searchcode. A searchcode may not contain spaces, wildcard characters (*, ?, _, %) or start with a digit (0-9)."
Reason for this issue:
The OVOW field "Caption" is mapped to the Service Desk field "SEARCHCODE".
Caption can hold spaces, "?", "&", "_", "*", or "%" which are not allowed in the SEARCHCODE field.
ITSM007308 | Wrong message shows when Api session can't be established
| When a Web-API user tries to establish an API session with a wrong network configuration, the system will show next error message: "Cannot read the dictionary, can not find labels.rep and messages.rep, and put this in \repo\locales\1033" This message is confusing as the labels.rep and messages.rep do exist in the repo directory.
The message should expose the real cause of the problem.
ITSM007311 | No indication reminds that service desk is busy while opening large attachments
| Service Desk client > Service Call / Problem / Change /... > Attachment When opening large attachments in Service Desk there is no indication reminding that the application is actually doing something. Default windows behavior would be to show activity (e.g. showing hourglass mouse cursor).
How to reproduce:
1. Tools > System > hp Open View service desk > System Panel > Attachment Settings, ensure that the ftp server setting is correct.
2. Service Desk Client > Service Call. Open a service call.
3. Click "Add Attachment" button to attach a file. Ensure the file size bigger than 100M
4. Save and close Service Call
5. Reopen this service call and open the attachment
4. Find that system does not give any response and there is no indication either.
Note: Default windows behavior should be to show activity like hourglass mouse cursor
ITSM007315 | Can not add Approval Result field to view(Approval Task for Current Person).
| Menu>View>Current View>Customize Current View... Problem description: In Service Today global view called "Approval Tasks For Current Person", it's failed to add the Approval Result field. After adding the field, users would get an error message of "Java.lang.NullPointerException". This also happens if grouping by this field as well. Adding the field to a custom view, the view loads, but the value of the Approval Result field shows up with numeric value. Any records in the custom view can not be opened and users also get the error message "Java.lang.NullPointerException".
How to reproduce:
1 Start up the Open View Service Desk client;
2 Go to quick bar, click "Service Call". In the right panel, select one record. Go to "Menu>File>Open", in the pop up window, select "Service call (All Fields), Click button "Open".
3 In the opened "Service Call" window, click tab "Approval", input any name in the "Initiator";
4 Click the below button "Add", input "system" value in the "Approver" field, click the button "OK" to add "User, System" in the "Approver" list.
5 Input "1" in the "#Approvals Required", and set the "Approval Status" to be "Active".
6 Click "Save and Close" to close the service call.
7 Click the "Service Today" on the quick bar, go to "Menu>View>Approval Tasks For Current person>Customize Current View...", Click "Fields..." , and select "Approval Result" from the "Available fields" to "Shown fields", Click OK to return to "View Summary" window, and click "OK".
An error message "Java.lang.NullPointerException" will pop up, and in the view, the "Result" column is filled with a number, and the record can not be opened.
ITSM007317 | all views loaded when refreshing one entity's view
| Tools > System > hp Open View service desk > Presentation > Views > e.g. Change All views loaded when refreshing one entity's view in the administrator Console How to Reproduce: 1. Tools >System > Administrator Console 2. In the tree on the left, select the node presentation > views > any item(i.e. change)
3. Click Tools >Refresh or click F5
4. Views under all items displayed. This is the problem.
ITSM007318 | Explorer and Tree views not available in WebConsole Quick Find and Advanced Find
| Problem description: In the webconsole the list of available views for showing find results (quick find and advanced find) only shows table views. In the normal GUI also explorer and tree views are available in the list. To reproduce: - Open a SC in the webconsole
- Go to the general tab
- Press the SC Classification quick find button
- Click the view selection dropdown in the upper right corner, it only shows table views.
ITSM007323 | The GetInstruction method used in ovo-sd.vbs not passing instructions
| The GetInstruction method used in ovo-sd.vbs (defined in OvepMessageInstanceProv.mof) on OVO Window management server is failing. The problem is that when forward message instructions from OVOW alerts to Service Desk Incidents, no instructions are got. The forward message function is using the ovo-sd.vbs to forward message. Ovo-sd.vbs called the GetInstruction method.
Every time GetInstruction is performed, a value of "false" is returned.
It seems that the Patch OVOW_00157 replaces OvepMessageInstanceProv.mof with another version and causes this problem.
ITSM007326 | wrong data displayed in preview xml at data exchange task
| Tools > System > Administrator Console > Data Exchange > Data Exchange Task > New Exchange Task > View... Button Using data exchange and having an empty entry in xml file (for a date entry), preview will display wrong value. Data exchange itself will be executed correctly.
It's very confusing to preview the xml which is generated by the data exchange.
So for the empty entry in xml file, it should be filled with 'NULL' entries when performing preview.
How to reproduce
1. Generate demo_excel.xml using the Data Exchange. Service Desk uses the demo_excel to test the data exchange.
2. Tools > System > Administrator Console > Data Exchange > Data Exchange Task > New Exchange Task. Click the "Browse..." button to the <Service Desk installed directory>\client\data_exchange\xml\demo_excel.xml.
3. Tools > System > Administrator Console > Data Exchange > Data Exchange Task > New Exchange Task. Click the "View..." button to preview
4. The demo_excel.xml display correctly.
5. Change the demo_excel.xml file to delete one item value.
Change old data:
<PROPERTY NAME="EMPLOYEE_EMAIL" TYPE="string">
<VALUE>maarten_vandongen@acme.com</VALUE>
</PROPERTY>
to:
<PROPERTY NAME="EMPLOYEE_EMAIL" TYPE="string">
<VALUE></VALUE>
</PROPERTY>
6. Tools > System > Administrator Console > Data Exchange > Data Exchange Task > New Exchange Task. Click the "View..." button to preview
7. The preview displays incorrect information.
EMPLOYEE_EMAIL van Dongen
EMPLOYEE_LASTNAME van Dongen
The "EMPLOYEE_EMAIL" field is "van Dongen" which is the value of "EMPLOYEE_LASTNAME". It is incorrect. It should be empty or NULL.
ITSM007328 | Tree view expands when using refresh with 'all expanded' setting unchecked.
| Tool > System > Administrator Console > Presentation > Views > Configuration Item Tree view expands when using refresh with 'all expanded' setting unchecked How to reproduce 1. Tool > System > Administrator Console > Presentation > Views > Configuration Item, create a new tree view "Nonexpand View".
2. View Summary > Field, add fields 'Category' and 'Searchcode'
3. View Summary > Other, uncheck the 'All expanded' option
4. Service Desk Client > Configuration Item, select "Nonexpand View" view
5. All items in the tree view are collapsed which is correct.
6. Refresh the view via pressing key F5 or via menu Tools > Refresh.
7. Now the view is refreshed but all items are expanded. Expected result is the items should be collapsed (same look as in step 5).
ITSM007336 | CI Service Level not used in Incident when no SLM license available
| Service Desk Client > Configuration Item Service Desk Client > Incident Tools > System > Administrator Console > System Panel > License Since Service Pack 11 Configuration Item Service Level is not taken into account anymore in Incidents when no SLM license is available. Prior to Service Pack 11 the Configuration Item Service Level was used.
How to reproduce:
1. Tools > System > Administrator Console > System Panel > License, only fill in Named user licenses, Concurrent Users, helpdesk and change license
2. Service Desk Client > Configuration Item, create a new configuration item with non-default Service Level
Search Code: TESTCI
Services > Service Level: Silver (24 x 5) (It is not the default service level)
3. Service Desk Client > Incident, create a new incident. Choose the Configure Item as "TESTCI". The "Service Level" seems to be changed to "Silver" in the form automatically
4. File > Save. After saving, "Service Level" is changed back to default (Bronze).
Note: This problem is caused by the fix of ITSM006794.
ITSM007341 | Service Levels shown in Service Level Agreement views are not correct
| - Shortcut bar > SLM > Service Level Agreement - Tools > System > Data > Codes > Service Level Agreement > Service Level Since service pack 7 the views which show a customized Service Level do not always display the correct values for all Service Level Agreements but show only one or a few different Service Levels. When opening one or more of the items in the view and looking at the Service Level field then the correct values are displayed.
How to reproduce:
1 Go to Menu>Tools>System>hp OpenView service desk>Security>Access>Role>Access to all forms
2 Select "Service Level", go to "Advanced...>Form>Service Level>Modify", add the field "Weight" on the form
3 In Administrator Console>hp OpenView service desk>Data>Codes>Service Level Agreement>Service Level.
4 Create 3 new Service Level with mandatory fileds but leave "Weight" field empty.
5 Return to Client main window, Go to Shortcut bar>SLM>Service level Agreement
6 Create 3 Service Level Agreements and relate to each of the Service Level Agreements one of the Service Levels created in step 4; When relating a service level to a service level agreement, make sure the "weight" value of the service level is empty.
7 After creating 3 service level agreements, go to Menu>View>Current View>'Default SLA View (Table)'. If the field 'Service Level' is shown in the view user will see that all 3 Service Level Agreements have the same Service Level which should be different.
Please refer document ITSM006658
ITSM007345 | AppStreamException while saving work order
| Service Desk client > Work Order > CI/Outage When a user tries to save a work order (either from the WO section or when opened from a parent change, happens both ways) he sometimes gets following error: Failed communicating with the server. Nested exception is:
com.hp.ifc.io.AppStreamException: Unable to serialize object:
{com.hp.ifc.util.AppHashTable$NULL@6d8a=0}
or AppHashTable$NULL@2c0e=0,
or AppHashTable$NULL@43a7=0.
How to reproduce
1. Service Desk client > Work Order, Open an existing work order.
2. Relate one existing CI (configuration item) to work order. (NOT add new relation to CI)
3. Open the CI relation and click "Cancel" on the popup window to close it. (NOT click "OK" to close it)
4. Save the work order.
5. Error message shows.
Failed communicating with the server. Nested exception is:
com.hp.ifc.io.AppStreamException: Unable to serialize object:
{com.hp.ifc.util.AppHashTable$NULL@6d8a=0}
If the work order is opened from a parent change, error message will show when saving parent change.
Logclient contains:
Fri, 18/03/2005 10:54:42 <Trace> com.hp.ifc.io.AppStreamException: Unable to serialize type : com.hp.ifc.util.AppHashTable$NULL
at com/hp/ifc/io/AppStreamer.writeValue
at com/hp/ifc/util/marshal/AppMarshal.writeValue
at com/hp/ifc/util/marshal/AppMap.marshal
at com/hp/ifc/util/marshal/AppMarshal.save
at com/hp/ifc/io/AppStreamer.writeValue
at com/hp/ifc/io/AppStreamer.writeValue
at com/hp/ifc/io/AppDataStream.writeObject
at com/hp/ifc/net/itp/AppItpRequest.write
at com/hp/ifc/net/itp/AppItpClient.sendRequest
at com/hp/ifc/net/itp/AppItpClient.execute
at com/hp/ifc/net/itp/AppItpClient.execute
at com/hp/ifc/net/itp/AppItpClient.remoteInvoke
at com/hp/ifc/net/itp/AppItpProxy.__objectInvoke
at com/hp/ifc/bus/ps/PAppAssociationsCheck.checkDependencies
at com/hp/ifc/wf/AppWfAssociationsCheck.getDependencies
at com/hp/ifc/wf/AppWfAssociationsCheck.getDependencies
at com/hp/ifc/wf/AppEntity.queryDependencies
at com/hp/ifc/wf/AppAbstractEntitySet.delete
at com/hp/itsm/servicedesk/cl/WFWorkorderCi.beforeSave
at com/hp/itsm/servicedesk/cl/WFWorkorderCi.beforeInsert
at com/hp/ifc/wf/AppEntity.saveEdit
...
at com/ms/wfc/app/Application.run
at com/hp/ifc/ui/AppConsole.main
Fri, 18/03/2005 10:54:42 <Trace> Failed communicating with the server.
Nested exception is:
com.hp.ifc.io.AppStreamException: Unable to serialize object: {com.hp.ifc.util.AppHashTable$NULL@43a7=0}
at com/hp/ifc/net/itp/AppItpClient.failConnection
at com/hp/ifc/net/itp/AppItpClient.execute
at com/hp/ifc/net/itp/AppItpClient.execute
at com/hp/ifc/net/itp/AppItpClient.remoteInvoke
at com/hp/ifc/net/itp/AppItpProxy.__objectInvoke
at com/hp/ifc/bus/ps/PAppAssociationsCheck.checkDependencies
at com/hp/ifc/wf/AppWfAssociationsCheck.getDependencies
at com/hp/ifc/wf/AppWfAssociationsCheck.getDependencies
at com/hp/ifc/wf/AppEntity.queryDependencies
at com/hp/ifc/wf/AppAbstractEntitySet.delete
at com/hp/itsm/servicedesk/cl/WFWorkorderCi.beforeSave
at com/hp/itsm/servicedesk/cl/WFWorkorderCi.beforeInsert
at com/hp/ifc/wf/AppEntity.saveEdit
...
at com/ms/wfc/app/Application.run
at com/hp/ifc/ui/AppConsole.main
ITSM007349 | For incident the following fields are required
| Tools > System > Administrator Console > Security > Prevention > Required Fields > Incident In UNIX operation system, sd_event only reports "For incident the following fields are required" and doesn't list the required fields in the sd_event_error.log. But in windows, sd_event.exe lists all the required fields in the sd_event_error.log.
How to reproduce (with Service Desk demo data):
1. Tools > System > Administrator Console > Security > Prevention > Required Fields > Incident, choose Fields "Classification" and choose "Always required", then click "OK". Also set the "Solution" fields "Always required" using above method.
2. Tools > System > Administrator Console > Data > Templates > Incident > external_event, check "Classification" and "Solution" font is bold. This means these two fields are required.
3. HP UNIX > /opt/OV/sd/ovo/config/sd_event.ini, modify the "ACCOUNT" and "SERVER" value. Use values which could be connected to Service Desk Application Server
4. HP UNIX > /opt/OV/sd/ovo/bin, run command
. /sd_event -f.../config/sd_event.ini -v event_id="123"
It shows "Output written to: /opt/OV/sd/ovo/log/sd_event_error.log"
5. HP UNIX > /opt/OV/sd/ovo/log/sd_event_error.log
It shows
....
SERVER RESPONSE=ERROR: For incident the following fields are required: ^M
TRY=1
.....
6. The problem is that there are no required fields listed. The "Classification", "Solution" are not listed.
In Windows, runs command: sd_event.exe -f sd_event.ini -v event_id="1234"
It shows in the sd_event_error.log
SERVER_RESPONSE=ERROR: For incident the following fields are required: Classification, Solution.
This is correct that the required fields are displayed.
ITSM007350 | Planned update of Configuration Item clears the existing location attribute
| Menu>Tools>System>Presentation>Search>Configuration Item>Search Tab>Quick View>Quick find button>Fields Selection Dialog>Selection available fields from>make sure both "Location" and "Location Remark" fields are selected. When user updates a Work Order status and triggers the action of updating CMDB, the planned update Configuration Item owned by this Work Order will clear the existing location attribute.
How to reproduce
1. Go to Menu>Tools>System>Presentation>Search>Configuration Item>Search Tab>Quick View
2. Quick find button>Fields Selection Dialog>Selection available fields from>make sure both "Location" and "Location Remark" fields are selected.
3. Save the quick view configuration.
4. Client >Work Order>Create a new Work Order.
5. Click on CIs/Outage tab and click "Add..." to insert Configuration Item
6. Choose a Configuration Item with Location information
7. Modify a field on the list i.e. Add Asset Number
8. Click "OK"
9. Save the Work Order
10. Open the Work Order
11. Change status to "Closed"
12. Save the Work Order.
13. A pop-up dialog will appear asking if user want to update CI -- choose 'Yes'.
14. Open the Work Order again
15. Click on CIs/Outage tab (user can see from the list that location info is missing)
16. Double click on the CI
17. Check the location -- "Location" is empty ---this is the problem.
ITSM007363 | Votes for approval can be set by creator of call for other persons
| Tools > System > Administrator Console > Security > Access Service Desk Client > Service Call > Approval When adding an approval vote for another person (approver), the user can set the "Approved" field and fill in the "Reason" field. However, only the approver should be able to access those two fields. The user is non-system user.
This problem is fixed by ITSM005762 but it is reproduced on Service Pack 12 or more.
The fix of ITSM006979 maybe caused this problem.
How to reproduce:
1. Tools > System > Administrator Console > Security > Access > Application Account, create two non-system administrator users: modify the account "SHARP" and "SMITC" with the Role "All Access"
2. Login Service Desk using Account "SHARP"
3. Service Desk Client > Service Call, File > New > Choose Form > Service call with Approval, new a service call
4. Service Call > Approval, set "SHARP"(Owner) as Initiator
5. Click the "Add..." button to add a single Approval Vote.
Choose the Approver as "SMITC".
Set the value for the Approved field to "Yes".
Enter some text for the Reason field. This is the problem. Only the "Approver" could modify these fields.
6. Save the Service Call.
ITSM007388 | ACES can't handle change in code hierarchy
| Service Desk Client > Tools > System > Administrator Console > Data > Codes > Service Call When using ACES to import changes in Service call Classification and Classifications are changed in the hierarchy, the ACES import task fails with a primary key violation error.
How to reproduce:
1. Service Desk Client > Tools > System > Administrator Console > Data > Codes > Service Call > Service Call Classification,
Add a top node named "RootClassification" and make all other original nodes its sub node.
2. Administrator Console > Data > ACES > ACES View, create a new ACES View named "Classification View"
3. Administrator Console > Data > ACES > ACES Group, create a new ACES Group named "SC Classification" and relate "Classification View".
4. Administrator Console > File > ACES > ACES Export Wizard, select "SC Classification" group to export to a FileA.xml.
5. Administrator Console > Data > Codes > Service Call > Service Call Classification, restore Service Call Classification.
Delete "RootClassification"
Open all other nodes and clear "Parent" file to let them at the top level
6. Administrator Console > File > ACES > ACES Import Wizard, import FileA.xml and check "Overwrite existing items" option.
7. No import will be done.
Error occurs in log file:
" .....
JDBC error 1: ORA-00001: unique constraint (SD45..COD_PK) violated
, SQL state: 23000 for query: INSERT INTO itsm_codes(...) VALUES (...)
Warning: You are not allowed to view this code hierarchical or this may have been deleted by another user.
Item: ClassificationSer with Text='Hardware' (OID=......) Attribute: ParentCode
Failed to set to value: '.....'
.... "
ITSM007389 | Error 'You are not allowed to view this workgroup' when creating a service call.
| Menu > File > New > Service Call When a new record is created where the template points to a non existing record (e.g. Service call template pointing to non existing workgroup), the user will get the following error message: 'You are not allowed to view this workgroup or this may have been deleted by another user.'
(Stack trace is not visible for users)
at com/hp/ifc/rep/AppMsg.create
at com/hp/ifc/wf/AppEntity.initialize
at com/hp/ifc/wf/AppEntityHome.open
at com/hp/ifc/wf/AppEntity.getRefEntity
at com/hp/ifc/wf/AppEntity.standardSetEntityRef
at com/hp/ifc/wf/AppEntity.standardSetValue
at com/hp/itsm/common/cl/WFAssignment.setWorkGroup
at com/hp/itsm/common/cl/WFAssignment.access$700
at com/hp/itsm/common/cl/WFAssignment$8.set
at com/hp/ifc/wf/AppEntity.setValue
at com/hp/ifc/wf/AppEntity.setDefault
at com/hp/ifc/rep/templates/AppTemplates.copyValue
at com/hp/ifc/rep/templates/AppTemplates.setTemplateValues
at com/hp/ifc/rep/templates/AppTemplates.setTemplateValues
at com/hp/ifc/rep/templates/AppTemplates.setTemplateValues
at com/hp/idk/rep/Entity.setTemplate
at com/hp/idk/rep/Entity.setTempl
at com/hp/idk/rep/Entity.access$000
at com/hp/idk/rep/Entity$1.set
at com/hp/ifc/wf/AppEntity.setValue
at com/hp/ifc/wf/AppEntity.initialize
at com/hp/ifc/wf/AppEntityHome.openNew
at com/hp/ifc/wf/AppEntityHome.openNew
at com/hp/ifc/wf/AppFreeEntitySet.addNew
at com/hp/ifc/wf/AppAbstractEntitySet.addNew
at com/hp/ifc/wf/AppAbstractEntitySet.addNew
at com/hp/ifc/ui/AppDataEntity.openNew
at com/hp/ifc/ui/AppDataForm.openNew
at com/hp/ifc/ui/AppDataForm.openNew
at com/hp/ifc/ui/AppDataForm.openNew
at com/hp/ifc/ui/ViewUtils.newItem
at com/hp/ifc/ui/AppGridView.newItem
at com/hp/ifc/ui/AppGridView.execute
at com/hp/ifc/ui/AppTableView.execute
at com/hp/ifc/ui/AppDataViewPane.execute
at com/hp/ifc/ui/AppConsole.commandbarExecute
at com/hp/ifc/ui/CommandBarEventHandler.invoke
at com/hp/ifc/ui/AppCommandBar.onExecute
at com/hp/ifc/ui/AppCommandBar.toolClick
at com/hp/ifc/ui/toolbar/SSActiveToolBars/ToolClickHandler.invoke
at com/hp/ifc/ui/toolbar/SSActiveToolBars/SSActiveToolBarsEventMulticaster.ToolClick
at com/ms/wfc/win32/Windows.DispatchMessage
at com/ms/wfc/app/Application$ThreadContext.runMessageLoop
at com/ms/wfc/app/Application.run
at com/hp/ifc/ui/AppConsole.main
This happens when the default template for the current user has a value for assignment to workgroup, and the workgroup has been removed (deleted) from the database.
An example is:
- Go to Tools > System > Data >Templates > Service call > (Edit the default template)
- In the template select field assignment to workgroup.
- In the assignment to workgroup form choose new workgroup
- Create and Save the new workgroup.
- Go to short cut Organization > Workgroup. Select the new workgroup and delete the record.
- Now go the service call section and create a new service call based on this template. This will result in the above error message, except that you won't see the error stack.
ITSM007444 | Scheduled Database rule triggers immediately when using Support Hours
| Tools>System>hp OpenView service desk>Business Logic>Database Tools>System>Rules>Service call While using "Use support hours" in creating database rules, the email notification of the database rule will be send immediately when the new service call is created at the time not in support hours.
While NOT using the "support hours" in database rules, it works fine.
How to reproduce
1. Tools > System > Administrator Console > Business Logic > Database Rules > Service call, create a database rule "Email notification 1 hour before deadline".
When service call is created or modified
Where Priority (*) equals Medium, Schedule the validation of this condition at 1 hours Before Deadline
Schedule database rule test (Send e-mail message), send to: notifiedmail@hp.com, Subject: Schedule database rule test, Message: 1 hour before deadline. SC id =: [ID]
2. Create another database rule according to the rule "Email notification 1 hour before deadline", change the 1 hour before deadline to 2 hours, and name the rule "Email notification 2 hour before deadline"
3. Tools > System > Administrator Console > Data > Codes > Service Level Agreement > Service Level
Create a new Service Level named "default service level", check the "Default" checkbox, and set the "Support Hours" as below:
Monday 8:30 - Monday 11:30
Monday 13:00 - Monday 17:00
Tuesday 8:30 - Tuesday 11:30
Tuesday 13:00 - Tuesday 17:00
Wednesday 8:30 - Wednesday 11:30
Wednesday 13:00 - Wednesday 17:00
Thursday 8:30 - Thursday 11:30
Thursday 13:00 - Thursday 17:00
Friday 8:30 - Friday 11:30
Friday 13:00 - Friday 17:00
4. Change the OS system time to 15/04/05 12:30(This time is not in the support hours)
5. Service Desk > Service call, create a new service call, set status to Registered, set Priority to Medium and set deadline 14/04/05 15:00
6 Tools > System > Administrator Console > Business Logic > Scheduled Tasks
No corresponding scheduled tasks found
7 Received 2 emails. The emails are both sent at 12:30.
Body of the emails is "1 hour before deadline. SC id = XXX" and "2 hour before deadline. SC id = XXX"
ITSM007447 | Import error log doesn't show what attribute
| Since Service Pack 10 Data Exchange import logs don't show what attribute has no valid searchcode anymore. Usually the information on the attribute that was being handled when a problem occurred was written to the logfile. "while processing attribute <attributename>" is now no longer written to the logfile in some cases.
How to reproduce (use the demo_excel):
1 Change the demo_excel.ini and export the demo_excel.xml. This is used to generate one extra "CAT" attribute.
1) Change the demo_excel.ini
ATT=[SEARCHCODE],[FIRSTNAME],[LASTNAME],[EMAIL]
To
ATT=[SEARCHCODE],[FIRSTNAME],[LASTNAME],[EMAIL],[CAT]
COLUMNS= [SEARCHCODE], [FIRSTNAME], [LASTNAME], [EMAIL]
To
COLUMNS=[SEARCHCODE],[FIRSTNAME],[LASTNAME],[EMAIL], 'daskDVfu' AS [CAT]
2) Using the Data Exchange to export the demo_excel.xml
2. Tools > System > Administrator Console > Data > Data Exchange > Import mapping. In the field mapping, map the "CAT" to the text of "Category". Don't set the value mapping
3. In the Service Desk 4.5 Service Pack 12, import the demo_excel.xml and check the demo_excel_imp.log.
demo_excel_imp.log:
"No item found with this Text. Please enter an existing Text."
4. In the Service Desk 4.5 Service Pack 8, import the demo_excel.xml and check the demo_excel_imp.log .
demo_excel_imp.log:
"No item found with this search code. Please enter an existing search code. while processing attribute CAT."
The problem is that in service pack 10 or more, it does not log "while processing attribute CAT".
ITSM007455 | Web Console: Template dropdown list of new Service Call does not display correct
| Web Console > Service Call > New Service Call When creating a new Service Call using the Web Console, the Template dropdown list does not display correctly for users except the one who login first after OVTomcat start. For those subsequent users, only an intersection of the first login user's Templates and current login user's Templates will display in the dropdown list, if no intersection, the Template dropdown list disappear.
How to reproduce:
1. Service Desk > System > Security > Access > Role > Helpdesk > Items, select "Service Call" and click Advance, in Templates tab, relate "Default template", "MS Outlook" and "New NT Account", unrelated all others.
2. Service Desk > System > Security > Access > Role > Specialist > Items, select "Service Call" and click Advance, in Templates tab, relate "Quick call template" and "SPServiceCall", unrelated all others.
3. Service Desk > System > Security > Access > Role > Specialist > Items, expand "Service Call" and check "New".
4. Service Desk > System > Security > Access > Application Account, add user Tester1 with role Helpdesk, add user Tester2 with role Specialist.
3. Restart OVTomcat.
4. Login ovportal as user Tester1, create a new Service call, the template dropdown is available with all the 3 templates specified for this role.
5. Logout user Tester1, login user Tester2, create a new service call, there is no template dropdown available to choose from.
6. Restart OVTomcat.
7. Login user Tester2, create a new service call, the templates dropdown available with 2 templates specified for this role.
8. Logout user Tester2, login user Tester1, create a new service call, there is no template dropdown available to choose from.
ITSM007467 | If smart action parameter contains carriage return {CRLF} is inserted
| Toolbar > New > Service Call When calling smart action "New Mail Message" on a Service Call with carriage returns in its description text, text "{CRLF}" will be inserted into the mail. While before Service Pack 13, carriage returns in a smart action parameter were just ignored.
How to reproduce:
1. Create a Service Call with a carriage return in the description text
2. Save the Service Call and invoke the "New Mail Message" smart action
3. The e-mail contains "{CRLF}" where the carriage return is.
ITSM007480 | Can't add SLA receiver organization
| Service Desk Client > SLM After installing Service Pack 13, if an SLA already has a related receiver organization, it is not possible anymore to add another organization. How to reproduce 1. Service Desk Client > SLM > create new SLM > Relate a organization to this SLA as receiver > Save
2. Open this SLA and relate another organization to this SLA as receiver.
3. The error will occur.
"Organization <NAME> has already been related to Service Level Agreement with ID 15, which belongs to the current service structure"
ITSM007481 | SD agent result in OutOfMemory errors and "Too Many open files"
| Sevice Desk agent Service Desk agent might result in OutOfMemory errors in HP-UX. This happened in a certain situation, create business rules that will execute a remote action in HP-UX, it will end up in "OutOfMemory" errors.
ITSM007482 | request to override the default quick find in service call service field
| The requirement is for the OVSD Client to default to the "Services used by caller" query when selecting the "Quick Find" services button. Then add an additional menu item, called "All Services", so you can get the entire service list if needed.
ITSM007495 | Web Console shows CI child where parent should be shown
| Web Console > Configuration Item If a Configuration Item B has a parent Configuration Item A, then in the "Parent CIs" form page of B, A should be listed, but now it is B itself listed there. (The functionality is right in the Service Desk client GUI.)
How to reproduce:
1. Create a new Configuration Item A.
2. Create a new Configuration Item B, and in "Parent CIs" related A as its parent.
3. Open Configuration Item B, switch to form "Parent CIs", B itself is listed there with a field title "CI Child Search code".
ITSM007522 | User option settings does not apply
| Tools > Options > General > Automatic Refresh Interval Check on the checkbox 'Automatic Refresh Interval' and then press OK button, this option will not apply when the Service Desk client is closed and then restarted. How to reproduce: 1. Goto Tools > Options > General, check on 'Automatic Refresh Interval'
2. Press OK to close the dialog
3. Close the Service Desk client
4. Start the Service Desk client
5. Goto Tools > Options > General, the checkbox 'Automatic Refresh Interval' is not selected.
ITSM007530 | ClassCastException messages in logserver.txt involving scheduled tasks queue
| Update service pack to 12 > Start application server >Exception of ClassCastException appears in logserver.txt ClassCastException messages in logserver.txt involving scheduled tasks queue after upgrading to service pack 12 or 13. How to reproduce:
1. Make sure current version of service pack is less than 12
2. Tools > System > Business Logic > Database rule Create some schedule tasks
3. Upgrade to service pack 12 or 13.
3. Start application server
4. Check the logserver.txt
ITSM007549 | Argument type mismatch error with Delayed Role Caching
| Tools > System > hp OpenView service desk > System Panel > General Settings Tools > System > hp OpenView service desk > Security > Access > Role If 'Use Delayed Role Caching' in General Settings is turned on and you want to uncheck the checkbox then the error "argument type mismatch" appears.
Also, with 'Use Delayed Role Caching' turned on, if a new role is created then closing the Administrator Console will raise the same error.
It is the same problem as ITSM007165, which wasn't resolved completely.
ITSM007559 | Created time in history line and 'To Deadline' calculation is wrong
| File > New Service call When the user creates a service call and check the history lines that were created all the times are correctly displayed. Then the user saves and closes the service call. But when user reopens it, the times in the history line are displayed in UTC.
The times are correctly stored in the database, but are displayed in the client without the time zone being applied to it.

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Defect Report | Description
SP15: |
ITSM004233 | Service Desk Client gets into a loop with message about wrong search code
| Shortcut Bar > Service Desk > Work order > CIs/Outage tab page Shortcut Bar > Service Desk > e.g. Service call > Advanced Find In some occasions it is possible that the Service Desk Client gets into an infinite loop and needs to be killed using the Windows Task Manager. This happens if a wrong search code for e.g. configuration item or caller is chosen, and without emptying the field one clicks on a present result list (for example in Advanced Find). Following message will pop up "No item found with this Search code. Please enter an existing Search Code.". After clicking OK it will pop up again and again in an infinite loop.
How to reproduce:
Case I:
- open a work order
- go to the 'CIs / Outage' tab page
- click the 'Add' button (the 'Ci On Workorder With Outage Info' screen opens)
- enter a nonexistent CI search code
- select one of the Attributes in the list on the 'Planned CI values' tab page
- now the message "No item found with this Search code. Please enter an existing Search Code" appears.
- every time the OK button is pressed the same message will show up; it does not put focus back to the search code field or allow you to change the value in the field.
Case II:
- start Advanced Find from e.g. a service call view
- enter some criteria and fetch the records
- then enter a nonexistent Caller search code
- select one of the records from the first Advanced Find action
- now the message "No item found with this Search code. Please enter an existing Search Code" appears.
- every time the OK button is pressed the same message will show up: you get an infinite loop.
ITSM006287 | Searching results with last month operator are wrong on last day of month
| Advanced Find > Advanced tab View > Current View > Customize Current View > Filter > Advanced tab When the current is the last day of month and the days of the last month are less than the month, searching with last month operator will get wrong results. If the days of the next month is less than the
month, searching with this month and next month operator will get wrong results, too.
How to reproduce:
1. Set the current system date to 31st May.
2. Advanced Find > Advanced tab, set "Planned Start" in last month and search. Then the "Planned Start"
fields of the found records are in this month.
3. If set "Planned Start" in this month, the fields of the found records are in next month. And the
fields of the found records are in the month after next month when set "Planned Start" in next month.
4. View > Current View > Customize Current View > Filter > Advanced tab, set "Planned Start" in last
month and the fields of the records in the view are in this month.
5. If set "Planned Start" in this month, the fields of the records in the view are in next month. And the
fields of the records in the view are in the month after next month when set "Planned Start" in next
month.
Note: Similarly, If select month operator in the condition of DB rule and UI rule, the rule may be triggered incorrectly when the current date is the last day of month.
ITSM006533 | FTP-Error: 500 Invalid PORT Command
| Service Desk Client Tools > System > System Panel > Attachments Some clients that have two network interface cards in the same system are getting the following error message when they try to attach a file in Service Desk: FTP-Error: 500 Invalid PORT Command
Troubleshooting: Disable one network interface card and the problem disappears.
ITSM006958 | SLA Metric Report (re)scheduled twice.
| Shortcut Bar > SLM > Service Level Agreement Tools > System > hp OpenView service desk > Business Logic > Scheduled Tasks SLA Metric Reports to be calculated for example on a daily or weekly basis are executed twice because the production environment consists of two Service Desk Application Servers.
How to reproduce
1. Login to Server A, create an SLA Metric. There is a schedule task located in server A.
2. Login to Server B, modify the SLA Metric created in Server A.
3. You will find there are two scheduled tasks cuased by SLA metric. One located in Server A and the other located in Server B.
ITSM007058 | When typing wrong word in Quick Find, client begins to slow down and even crash.
| Service Desk -> Service Call , Change , Work Order Problem description: When typing wrong word with more than 10 characters in Quick Find with tree view, client begins to slow down and even crash. How to reproduce: 1. Logon service desk client using "system" account in a single-byte character set system such as English OS.
2. Open one of existing Service Call.
3. In the open Service Call, open the Closure code Quick Find , and set it with tree view style.
4. In the "Look for" field of this Quick Find, type wrong words such as "XXXXXXXXXXXXXXXXXXXXXX" ...,
the problem will occur.
ITSM007263 | Planned values on CI should be filtered by category
| Service Desk client > Work order Create a new work order and relate a CI to this work order. Click Modify to get 'CI on Workorder with Outage Info' window. All attributes for CI will be displayed and the user is able to enter data for all of them, even they're not available for all categories (see ITSM005264).
How to reproduce:
1. Service Desk Client > Configuration Item > CI Per Category (Explorer View)
Create two CI Category in the Category left pane: "TEST Hardware No 1", "TEST Hardware No 2"
2. Tools > System > Administrator Console > Data > Custom Fields > Configuration Item
Set "CI Shorttext 7" : Name - CI Shorttext 7 - TEST NO 1; Active; Enabled for TEST Hardware No 1
Set "CI Shorttext 8" : Name - CI Shorttext 8 - TEST NO 2; Active; Enabled for TEST Hardware No 2
3. Tools > System > Administrator Console > Presentation > Forms > Configuration Item > Configuration Item.
Open the form
Add the "CI Shorttext 7 - TEST NO 1" and "CI Shorttext 8 - TEST NO 2" in the form.
Save and close the form
4. Service Desk Client > Configuration Item
Add a new Configuration Item under the "TEST Hardware No 1" category.
Search Code "TEST1111".
"CI Shorttext 7 - TEST NO 1" text box: TEST1111.
Check "CI Shorttext 8 - TEST NO 2" is disabled.
5. Service Desk > Work orders
Create a new work order: Description "Test CI". In CIs/Outage page, relate the TEST1111 CI.
Save and close work order.
6. Reopen the work order "Test CI". In CIs/Outage page, modify the "TEST1111" CI.
Modify the CI "Shorttext 8 - TEST NO 2" value in the "CI On Workorder With Outage Info" window.
Set the value to "TEST1111 "
Save and close the work order.
Note: This is the problem. The "Shorttext 8 - TEST NO 2" could not be modified because it is not available for the TEST Hardware No 1 category.
ITSM007274 | JDBC integrity constraint error message occurs when saving a service call
| File>New>Service Call Problem description: A person is selected as caller in a service call and meanwhile this person is deleted before user saves the service call, when the user tries to save the service call, he will get a "JDBC integrity constraint error message".
How to reproduce:
1. Logon service desk client using "system" account
2. After logon, Select Menu "File>New>Person", then click Button "OK".
3. Set Person's Name to "TestPerson", and set Search code to "TestPerson".
4. Click "Save and Close" command button in the top of the new Person Form.
After this, a new Person is created completely.
5. Then select Menu "File>New>Service Call", then click Button "OK".
6. Set "Caller" to "TestPerson" which is just created and fill in "Description" freely.
7. Click the "Person" shortcut in the left service desk shortcut area.
8. Find the person-"TestPerson" and right button click on it. In the pop menu, we choose "Delete",
and choose "Yes" on the confirmation form. Then the person will be deleted.
9. Switch back our new Service Call form, Click "Save and Close" command button in the top of
new Service Call Form. System will alert a JDBC integrity constraint error message as below:
JDBC error 2291: ORA-02291: integrity constraint (SD45SP9DEMO.SER_CALLER_PER_FK) violated - parent key not found
, SQL state: 23000 for query: INSERT INTO itsm_servicecalls ...
ITSM007294 | Load balancing fails on HP-UX system: java.lang.NullPointerException in log
| Application server > Load balancing On some HP-UX systems it is possible that the application server does not perform load balancing. Even though the application server is in load balancing mode clients connected to the application server may not redirected to other application servers with less load. This only occurs on some HP-UX systems.
Example setup:
Machine A (HP-UX 11.00):
- application server 1 using port 30999 to accept clients
- application server 2 using port 30998 to accept clients
Machine B (HP-UX 11.00):
- application server 3 using port 30999 to accept clients
- application server 4 using port 30998 to accept clients
Clients connect to either application server 1 or application server 3 by default, depending on the initial machine name as the primary application server to connect in the client settings. For some reason the application server 1 on machine A does not redirect clients to application servers that have a lower client load. The application server 3 on machine B redirects clients properly to the other application servers. The server weight settings of all machines are set to 1. When for example 100 users connect, 50 to machine A by default and 50 to machine B by default, the logged on users for each server will be divided as follows:
Machine A (HP-UX 11.00):
- application server 1 using port 30999: 50
- application server 2 using port 30998: 17
Machine B (HP-UX 11.00):
- application server 3 using port 30999: 17
- application server 4 using port 30998: 16
The following message appears in the logserver file on ALL application servers that run on machine A whenever a client logs on or off:
<Trace> java.lang.NullPointerException
<<no stack trace available>>
When application server 2 is directly used to connect to by adding the port number to the default server, for example <machine A>:30998, the problem also occurs. Apparently the application servers on machine B are able to load balance users to other servers, but application servers on machine A are not.
ITSM007352 | Missing history lines on workorders
| Service Desk Client > Change > Work orders A number of auditing history lines get lost in Work orders (No "Status set to 'New'" history line while status is one of the audited fields). This is caused by editing a work order that is related to a change before saving it.
How to reproduce:
1. Service Desk Client > Change, create a new change and fill in the required fields ("Status", "Description)
2. Service Desk Client > Change > Work orders tab, click "Add..." buttons
3. In the "New - Work Order" window, fill all required fields. Click "Save and Close" button to close the window.
4. Open the Work Order form again by double clicking the Work order in the list. Go to "Work Order" > "History" tab
5. Verify that History lines are added and then go back to the "General" tab. Click the window "X" button to exit the window. The following message appears: "Do you want to save the changes you have made?"
6. Since no changes have been made, click No to close the form and return to the Change Form.
7. Open the Work Order record again by double clicking it. Go to the Work Order > "History" tab.
The history lines that were present are gone now. This is the problem
ITSM007358 | Adding field to Advanced find Form only shows 'Name' label
| Tools > System > Administrator Console > Presentation > Search > Configuration Item Tools > System > Administrator Console > Presentation > Search > Configuration Item > Standard search Service Desk Client > Configuration Item > Advanced Find ... > Configuration Item
Adding field to "Advanced find" form only shows short name label. For example "Administrator Workgroup Name" only shows "Name".
How to reproduce:
1. Tools > System > Administrator Console > Presentation > Search > Configuration Item> Standard search, click the Service Desk Icon on the right
2. In the "Select available fields from:" choose the "workgroup".
3. Choose the "Administrator Workgroup Name" in the "Available fields" into "Shown fields"
4. Service Desk Client > Configuration Item > Advanced Find ... > Configuration Item, it shows only the "Name" label and not "Administrator Workgroup Name".
ITSM007394 | All updates lost in the work order form when it is opened from service call
| Service Desk client > Work Order > Service Call > Work Order All updates lost including status and history lines when updates are made to a work order from a service call which in turn was opened from the work order. How to reproduce: 1. Start client.
2. Create a service call "Service call 1".
3. Relate the service call to work order "Work order 1" and "Work order2".
4. Open a work order view and double click "Work order 1" to open it.
6. Open the "Service Call 1" from "Work order1".
7. Switch to the "work order" tab page on service call form.
8. Double click "Work order 1" to open it. The "Work order 1" form will bring to front.
9. Modify "Work order 1" and save it.
10. Save "Service Call 1"
Case 1:
11. Restart client and open "Work order 1", data lost.
Case 2:
11. Refresh work order view and open "Work order 1", data lost.
Case 3:
11. Open "Work order 1" from the work order view WITHOUT refresh the view.
12. Restart client.
13. Open "Work order 1" to verify. Data is saved.
ITSM007401 | "Save & New" does not refresh the view
| Service Desk Client > Service Call When using the "Save & New" button, newly created records can not be added to the view immediately. A refresh is necessary. By clicking "Save and New", only in the first time the record can be displayed in the main view immediately. Then the others can not be displayed in the main view if the main view isn't refreshed.
How to reproduce:
1. File > New > Service call, create a new service call
2. Fill the necessary field and clicking "Save and New", the "service call" will be saved and displayed in the main view immediately and then the second service call will be opened.
3. Fill the necessary field and clicking "Save and New" in the second one, the second "service call will be saved and then the third service call will be opened. But the second "service call" will not be displayed in the main view.
4. Click "Save and New", the other "service call" except the first one can not be displayed in the main view until the main view has been refreshed.
5. Focusing the main view and press the key "F5" to refresh, then all service call will be displayed.
ITSM007412 | UI rules are not triggered when user uses the up or down arrows within the form.
| Tools > System > Business Logic > UI Rules UI rules are not triggered when you move between items with the up or down arrows which does the same thing as opening a record one at a time by double clicking on it and closing the form before you open another record. In both these cases you are opening an item but the difference is that a form is opened each time you open record by double clicking but the up or down arrows on the form reuse the form. Users can go past restrictions you are enforcing with UI rules by pressing the up and down arrows on the forms.
How to reproduce :
1. Tools > System > Business Logic > UI Rules Create a new Service Call UI Rule
Apply this rule "After an item has been opened"
Condition: can be empty
Action : limit field value range
Action name : testUpDown
Limit field value range as follows : Status equals Registered;In Progress;
Name the rule.
Set the category to Data Update.
Save the rule.
2. Service Desk client > Service call Open a service call using a double click in the view and see that the status has been limited.
Use the up/down arrow in the toolbar to navigate to the next record, and the status field is not limited..
ITSM007442 | Reloading a new workorder that is related to a change gets an error
| Service Desk Client > Change > Work order Reloading a new work order that is related to a change (after pressing Save) will give the following error: "You are not allowed to view this work order or this may have been deleted by another user."
How to reproduce:
1. Client > Change, create or open a change
2. Change > "Work orders" tab, add a work order
3. In the new work order form, fill required fields and click "File > Save" to save the work order
4. Press "F5" to refresh the work order. Click 'yes' on the message window. The following message appears:
"You are not allowed to view this work order or this may have been deleted by another user."
Click "Ok" to return the work order form
5. Click "File > Save and Close". This will close the work order form and bring the focus back to the underlying change window
6. Click "File > Save and Close" in the change form, the following message appears:
"Program error: changes cannot be saved, because the item was opened in view mode"
7. The only way to close the change is to Click the 'X' of window or do "File > Close", then select "no"
Changes to the Change and the related Work Order will be lost.
ITSM007457 | Database Rule 'update data' for 'generate CI wizard' not updating correctly.
| Tools > System > hp OpenView service desk > Business Logic > Database Rules CMDB > Configuration Item > Configuration Item (Table) view When using 'Generate CI Wizard' to generate a serial of CIs, database rule does only work correctly for the last generated CI.
--
1. Tools > System > hp OpenView service desk > Business Logic > Database Rules > Configuration Item, create a new database rule:
When configuration item is created or modified "Update Name (Update Data)" Name 1 set to [Search code]
2. CMDB > Configuration Item > Configuration Item (Table) view
Actions > Generate CI Wizard
- Choose Default template
- Click "Modify..." and enter all the required fields
- Set the amount of records to 5
- Set Prefix to NEW
- Check "Functional ID of generated CI"
3. CMDB>Configuration Item>Configuration Item (Table) view
Check the 5 Configuration Items just created. The problem is that only the last one has its field "Name1 filled by the value of search code. Other 4 have no name1 value.
ITSM007458 | Approval e-mail messages not sent if one of the approvers has no e-mail address
| Service Desk > New Change (All Fields Form)>Approval If an item needs to be approved an e-mail is sent to all approvers that have checked "sent me e-mail when I need to approve an item". If one of the persons in the list of approvers doesn't have an e-mail address the rest of the persons in the list of approvers don't receive an e-mail message.
How to reproduce:
1 Create 4 approvers
1) Tools > system > Administrator Console > Security > Access > Application Account
Create 4 named user accounts, approvera, approverb, approverc and approverd.
2) Create 4 persons AprA, AprB, AprC and AprD. Each person has an e-mail address except AprC.
Assign the account to the corresponding accounts:
AprA-approvera
AprB-approverb
AprC-approverc
AprD-approverd
3) Log into the system by using each new account. Make sure all of the approvers have checked "Send me e-mail when I need to approve an item" in Tools>Options>Advanced
2 Create a change to be approved
1) Create a new change with all fields
2) Set the status to "to be approved"
3) Set the description to "A change to be approved"
4) Approval>Initiator, Choose User, System
5) Approval>Approval Votes, Add the 4 approvers inside by the orders below: AprA, AprB, AprC, AprD
6) Approval>#Approvals Required, Set 2
7) Set Approval Status to active
3 Get approval requirement e-mails in mailboxes of AprA and AprB. No e-mail in AprC or AprD's mailboxes
ITSM007459 | JDBC error when creating SP account via SP with e-mail address > 50 chars
| Service Pages> Login A user's e-mail address is limited less than 80 characters while a Service page account limits its e-mail address less than 50 characters. If the user which has an e-mail address with more than 50 characters tries to create a Service Page account, a JDBC error will happen and the account will not be created. It is an inconsistent error of data constraint condition.
How to reproduce:
1. Create a new Person with the email address with more than 50 characters
2. Go to Service Pages main page, click "Login".
3. Select "No, I am a new SP user" and then click "Submit".
4. Fill in the e-mail address with above email address, and then click "Submit".
5. Click "OK" to identify and create the account.
6. A JDBC error happens and the account will not be created.
The error message is displayed in the new web page:
JDBC error 1401: ORA-01401: inserted value too large for column
, SQL state: 23000 for query: INSERT INTO rep_accounts
.......
ITSM007464 | Template with assignment fields are not entered correctly
| Tools > System > Administrator Console> Data > Template > Service Call When changed to other template, the 'Assignment to person' field is not entered while it is filled in the other template. How to reproduce: 1. Client > Workgroup, create a new workgroup named WG1 (no members related)
2. Client > Workgroup, create a new workgroup named WG2 and use the 'add' button to relate a new member 'PERSON1'.
3. Tools > System > Administrator Console> Data > Template > Service Call, create a new template named 'template1' and fill the 'Assignment, To Workgroup' with value WG1. Make this template as the 'Default' template.
4. Create a new template named 'template2' and fill the 'Assignment, To Workgroup' with value WG2 and 'Assignment, To Person' with value 'PERSON1'.
5. Create a new servicecall via the File> New> template>'template1'. the assigned workgroup is filled with value WG1 and assigned person is empty. (DO NOT save this service call)
6. Do not change anything to the service call and just change to another template (template2). The template changing function is in the Tool bar or using the 'Ctrl+B'.
7 It is expected that both the assigned workgroup and person are filled in but that is not the case. Only workgroup is entered. The To Person field is still empty.
ITSM007465 | Template name is wrong or not shown in 'modify service call' screen
| Service Desk > Service call > open an existing Service call > Template The template name of Service call is not shown or wrong in the "Service Call" form when its template is not related to the role for the account. The template name is empty or same as the one of the latest opened Service call. It is an inconsistent error.
How to reproduce:
1. Log in as the account "system".
2. Client> Service call, open an existing Service call (SC1) and check its template.
3. Administrator console> Security> Access> Role> Helpdesk >Service call> Advanced> Templates tab, unrelated the template of SC1.
4. Administrator console > hp OpenView service desk > Security > Access > Application Account > New, create a new account "testaccount" and relate it to "Helpdesk" in "Roles" tab.
5. Log in as the account "testaccount".
6. Client > Service call, open SC1 and its template is empty.
7. Open another existing Service call (SC2). Close SC2 and then open SC1. And the template of SC1 is same as SC2.
8. Open SC2 and open SC1 without closing SC2, the template of SC1 is empty. And then the template of SC1 is always empty until re-log in again.
ITSM007472 | User gets default settings of previous logged in user(wrong template is default)
| Tools>System>Admin Console>Security>Role When the user has no default template set on account level but has one set on Role level, the role template should be taken as default. If another template is used as default, the user gets the wrong default template for items.
A simple explanation: When UserA and UserB are the same role and have no account level default template. The Role default template is TemplateA. If UserA set another template TemplateB as his default template in client, the UserB will get the wrong default template as the TemplateB and not the correct default TemplateA.
How to reproduce:
1. Tools>System>Admin Console>Security>Role>Helpdesk, modify the Helpdesk access right on Change Item.
- Click the Change.
- Add "View", "New" and "Modify" right
- In the Advanced Item Access, add the template "Default Template", "Implementation New Service Feasibility study", "Location change", "New Employee". Set the "Location change" as the default template.
2. Admin Console>Security>Application Account, add two named account "UserA" and "UserB" with the role "Helpdesk".
3. Login as the "UserA"
4. Client>Change, create a new Change using the "New" in the Tool Bar. Validate the change template is "Location change"
5. Login as the "UserB"
6. Client>Change, Click "File>New", Choose template "Implementation New Service Feasibility study" and check "Use this template as default" box.
7. Validate the change template in the new change is "Implementation New Service Feasibility study".
8. Relogin as the "UserB", create new change and check the default template is "Implementation New Service Feasibility study"
9. Login as the "UserA", create new change and check the default template is "Implementation New Service Feasibility study". This is the problem. Because the UserA's default template has not be reset and still is "Location change"
This problem also happens with default form and default view.
ITSM007477 | User notification UI rule builds up extra session to the Application server.
| Service Desk Client>Items (e.g. Service call) User notification UI rule builds up extra session to the Application server How to reproduce: 1. Service Desk Client>System>Administrator Console>Business Logic>UI Rules>Service call create a UI rule that has a condition on the 'Assignment Status' field, and is evaluated before the item is saved'
Before the item is saved
where Assignment;Assignment Status equals NewORAcceptORRejectORReady
test (Update Data) Description set to update values
2. Service Desk Client>System>Administrator Console>Presentation>Forms>Service call
crate a new form 'newForm',and make sure the 'Assignment Status' field is not on the form that is used
3. Service Desk Client>Service call
Open or new a service call with the Form 'newForm'
Change something on the service call, and save&close it
Executing this will create one extra session for the user who performed the update.
It doesn't matter if the UI rule actually is fired or not, just an evaluation is enough.
This is the error info in the logclient related to the problem:
java.lang.NullPointerException
at com/hp/ifc/util/marshal/AppCriterium.marshal
at com/hp/ifc/util/marshal/AppWhere.marshal
at com/hp/ifc/util/marshal/AppQuery.marshal
at com/hp/ifc/util/marshal/AppMarshal.save
at com/hp/ifc/io/AppStreamer.writeValue
at com/hp/ifc/io/AppStreamer.writeValue
at com/hp/ifc/io/AppDataStream.writeObject
at com/hp/ifc/net/itp/AppItpRequest.write
at com/hp/ifc/net/itp/AppItpClient.sendRequest
at com/hp/ifc/net/itp/AppItpClient.execute
at com/hp/ifc/net/itp/AppItpClient.remoteInvoke
at com/hp/ifc/net/itp/AppItpProxy.__objectInvoke
at com/hp/ifc/bus/ps/PAppServerEntity.find
at com/hp/ifc/wf/AppEntityHome.find
at com/hp/ifc/wf/AppEntityHome.loadSingleRecord
at com/hp/ifc/wf/AppEntityHome.loadSingleRecord
at com/hp/ifc/wf/AppEntity.initialize
at com/hp/ifc/wf/AppEntityHome.open
at com/hp/ifc/wf/AppEntityHome.open
at com/hp/ifc/wf/AppEntityHome.open
at com/hp/ifc/rep/actions/AppSmartLinkActionInfo.getValue
at com/hp/ifc/ev/rules/AppEvaluateCondition.evaluate
at com/hp/ifc/ev/rules/AppEvaluateCondition.evaluate
at com/hp/ifc/ev/uir/AppUIRuleManager.checkForRules
at com/hp/ifc/ui/AppDataEntity.save
at com/hp/ifc/ui/AppDataForm.save
at com/hp/ifc/ui/AppDataForm.commandbarExecute
at com/hp/ifc/ui/CommandBarEventHandler.invoke
at com/hp/ifc/ui/AppCommandBar.onExecute
at com/hp/ifc/ui/AppCommandBar.toolClick
at com/hp/ifc/ui/toolbar/SSActiveToolBars/ToolClickHandler.invoke
at com/hp/ifc/ui/toolbar/SSActiveToolBars/SSActiveToolBarsEventMulticaster.ToolClick
at com/ms/wfc/win32/Windows.DispatchMessage
at com/ms/wfc/app/Application$ThreadContext.runMessageLoop
at com/ms/wfc/app/Application.run
at com/hp/ifc/ui/AppConsole.main
ITSM007490 | UI rule is triggered when pressing 'Assignment; More' button
| Service Desk > Service call When "Assignment; More" button is pressed, the UI rule will be triggered. How to reproduce: 1. Tools > System > Administrator Console > Presentation > Forms > Assignment, open "Assignment-Form Designer" and add the Attribute 'To external Organization' to the left side of the form.
2. Service Desk > Organization > Organization, create a new organization "X".
3. Tools > System > Administrator Console > Business Logic > UI Rules > Service call, Add a rule:
When a value has change -> Assignment; To external Organization (*) equals "X" -> Update data; Solution set to "test UI rule".
4. Service Desk > Service call, open an existing Service call and input "X" into the field "To external Organization". Then the UI rule is triggered and the area "Solution" is set to "test UI rule".
5. Set the area "Solution" empty. Click the button which is in the right of the area "More". The UI rule is triggered and the area "Solution" is set to "test UI rule" while there are no changes to trigger the rule.
ITSM007496 | UI Rule (on value has changed) is triggered when saving a new Service Call
| Tools > System > hp OpenView service desk > Business Logic > UI Rules > Service call If the checkbox "Frequently Asked Questions" not being selected is the condition of a UI rule about Service call, the UI rule will be triggered when saving a new Service call without changing the status of the checkbox "Frequently Asked Questions".
How to reproduce:
1. Tools > System > hp OpenView service desk > Business Logic > UI Rules > Service call, create a new UI rule for Service call:
-When value has changed
-where Frequently Asked Question (*) equals NO
-(Update Data) Description set to test
2. Service desk > Service call, create a new Service call, input "description" into the field "Description" and save it.
3. Open the Service call, the field "Description" is "test".
4. The UI rule triggers even though the checkbox "Frequently Asked Question" isn't changed.
ITSM007500 | StringIndexOutOfBoundsException when opening attachment (WinXP Firewall active)
| Tools > System > System Panel > Attachment Settings When Service Desk Client is installed on Windows XP SP2 with the active built in Windows Firewall, a StringIndexOutOfBoundsException is shown when opening an attachment. The attachment is properly opened. Also a java.lang.Nullpointer can be shown.
How to reproduce
1. Install Service Desk Client on a WinXP SP2 machine. Make sure the Windows Built-in firewall is switched on
2. Tools > system > System Panel > Attachments Settings, set an ftp server for the attachment
3. Client > Service call, create a new service call and put an attachment in the service call
4. Save the service call
5. Reopen this service call. An error display: StringIndexOutOfBoundsException.
Check the logclient.txt and get the following exception trace.
java.lang.StringIndexOutOfBoundsException: 3
at java/lang/String.substring
at com/hp/ftpclient/FtpResponseFactory$AbstractFtpResponse.getCode
at com/hp/ftpclient/FtpResponseFactory$AbstractFtpResponse.isErrorResponse
at com/hp/ftpclient/FtpClient.panic_if_error
at com/hp/ftpclient/FtpClient.close
.............
Or
java.lang.NullPointerException
at com/hp/ftpclient/FtpResponseFactory.supposed_to_be_multi_line
at com/hp/ftpclient/FtpResponseFactory.get_response
at com/hp/ftpclient/FtpClient.close
............
ITSM007521 | ACES doesn't handle "blocked" attribute of codes correctly
| Tools > System > File > ACES > ACES Export Wizard When a blocked code is exported via ACES and imported into another environment, the code is not blocked anymore. How to reproduce: 1. Tools > System > Data > Codes > Service call > FAQ Group > New, create a new FAQ group without blocked.
2. File > ACES > ACES Export Wizard, export the FAQ group to a XML file. In the file, the value "CodeDisabled" is false while it should be true.
3. File > ACES > ACES Import Wizard, import the XML file. The FAQ group that was blocked in the original setting is not blocked any longer.
4. Tools > System > Data > Codes > Service call > FAQ Group > New, create a new FAQ group named A without blocked, and create a blocked FAQ group named B as A's child.
5. File > ACES > ACES Export Wizard, export these FAQ groups to a XML file. In the file, the value "CodeDisabled" of B as A's child is true and the second value of B as a separate item is false.
6. File > ACES > ACES Import Wizard, import the XML file. The FAQ group B is blocked. It seems that the second entry overwrites the first one.
ITSM007552 | Filter of a view allows the operators "Older than" and "Newer than".
| View > Current View > Customize Current View > Filter > Advanced tab Advanced Find > Advanced tab Two operators "Older than x days ago" and "Newer than x days ago" need be added into the filter of a view and Advanced Find.
ITSM007580 | Client hangs when saving a new Service Call assigned to current user
| Menu > Create a new Service call > Assign the Service call to current user. Client hangs when saving a new item that is assigned to current user. How to reproduce: 1. Create a view which contains following condition and style. 1.1 Where I am the assigned person.
1.2 Group by status, priority.
1.3 Group style is "Collapse All"
2. Create a new Service call.
3. Assign the Service call to current user and make sure all service calls having same status.
4. Save and Close
ITSM007583 | Form labels could be overwriten
| Service Desk client Open Service Desk client, copy some text and paste in to specific fields, it will be allowed to overwrite the form texts. Not effecting the actual contents of the form (it will back to normal once you log off and login again), but its confusing the users with integrity of Service Desk contents.
How to reproduce:
1) Copy a ticket number
2) Go to advance find and paste to
- a) "new search" button
- b) "find now" button
- c) In more choice, "match case" button
ITSM007590 | Unreliable execution of UI-Rule
| ServiceDesk > Tools > System > hp OpenView service desk > Business Logic > UI Rule ServiceDesk > Service call The condition of UI rule that "Assignment; To person is empty" is always evaluated as false when user clear it and press "Service" button to select "Services used by caller" function.
How to reproduce
1. ServiceDesk > Tools > System > hp OpenView service desk > Business Logic > UI Rule
Create a UI rule with trigger: When a value has changed
condition: NOT (Service (*) is empty) AND Assignment;To person is empty
action: (Update Data) Information set to it works.
2. ServiceDesk client > Service Call > Create a new Service Call.
3. Indicate a Caller.
4. Indicate an Assignment; To person.
5. Clear Assignment; To person by selecting the text and pressing DEL key.
6. Click "Service" button of "Service" field and select "Services used by caller".
7. The "Information" field is not be filled by "it works".
8. Check log file and you could find the condition "Assignment; To person is empty" is evaluated as false although it is cleared in step 5.
ITSM007669 | Views in Administrator Console was deleted in a strange way
| Tools >System >Administrator Console >Presentation>Views How to reproduce: 1) Go to Tools >System and open Administrator Console 2) Navigate to Presentation>Views>Change>All Changes 3) Press Delete and press "yes" when prompted with the "Are you sure you want to delete."
4) The relations pop-up appears with the message "Unable to delete because the following items are related."
5) Press OK or the Window close button - this should mean that you have decided not to delete the item
6) You will see that the "All Changes" item disappears which is incorrect.
This was correct in SP9, SP8, and became incorrect since SP11
ITSM007670 | JDBC error 1: ORA-00001: unique constraint (XXX.PER_PK) on INSERT itsm_persons
| Service Desk Client > Tools > System > Business Logic > UI Rules > Work order Service Desk Client > Work order When updating Work order, a JDBC exception will be thrown if two specific UI Rules are triggered. How to reproduce: 1. Client > Tools > System > Business Logic > UI Rules > Work order, create 2 UI Rules:
UI Rule 1:
Before the item is saved
where Status equals To be approved
Set Assignment From Actions (Update Data) Assignment;From workgroup set to Change Advisory Board; Assignment;From person set to (Make empty)
UI Rule 2:
When a value has changed
where Status (*) equals Open
Set Assignment To Actions (Update Data) Assignment;To workgroup set to [Assignment From workgroup]; Assignment;To person set to (Make empty)
2. Login Account "DARBS", whose related Person is "Darbyshire, Steve", belongs to Workgroup "Service Management Managers". Make sure this account can fully access "Work order".
3. Client > Work order, create a Work order and fill all mandatory fields, choose "New" for Status, "Helpdesk" for Assignment To Workgroup which is differ from the Workgroup defined in UI Rule 1, save the Work order (do not close it).
4. Change Status to "To be approved", save the Work order (do not close it).
5. Change Status to "Open", save the Work order.
A dialog is raised for the JDBC exception.
ITSM007695 | Enhance ACES functionality and allow bulk block/deletion in admin console
| Enhancement in the following features: 1) Add 3 new archiving operators (>=1 yr ago, >=2 yrs ago, >=6 mo ago) 2) ACES Migration of Copy Fields 3) ACES Migration of Audit Rules 4) Block/Unblock Selection . The Administrator Console contains a new menu option under the existing Tools option called Block/Unblock Selection, which provides a quick and convenient way for Systems Administrators to block/unblock the following Administrator Console items:
. UI Rules
. Database Rules
. Actions (Overview & Smart)
. Views
. Templates
5) Bulk/Selective Deletion. The Administrator Console contains an option under the existing Tools option called Bulk/Selective Deletion, which provides a quick and convenient way for Systems Administrators to block/unblock the following Administrator Console items:
. UI Rules
. Database Rules
. Actions (Overview & Smart)
. Views
. Templates
6)
Enhanced ACES(Administrator Console Export Settings) Import/Export Logging & Run-time Messaging
7) Add "References Audit" function
The References Auditor provides the Systems Administrator with a report of Service Desk items that have been deleted / blocked but are still being referenced. With this information the Systems Administrator can take the appropriate action required, i.e. deleting items/unblocking items etc.
ITSM007777 | Enhance audit function
| Enhancement in the following features: 1. Registration only at the Relation level; The relationship-History Lines will tell about modifications at the level of the (addition to, modification of and removal from the) Set only. 2. History Lines on the various possible modifications
1). Addition of a new Item;
2). Relation of an already existing Item;
3). Modification of an already related Item;
4). Removal/ Unrelation of a related Item;
ITSM007791 | Enhanced Auditing does not log unsuccessful login attempt
| Service Desk > Administrator Console > Security > Enhanced Auditing How to reproduce: 1. Login as system account. 2. Go to Administrator Console > Security > Enhanced Auditing > Configuration Set audit on Security > Audit > Logged on users.
3. Close Service Desk Client.
4. Login as system account again, but first input wrong password, then input right password.
5. Go to Administrator Console > Security > Enhanced Auditing > Audit Log
Check the log info.
Unsuccessful login attempt can not be logged.

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Defect Report | Description
SP16: |
ITSM004185 | Add "Blocked" field to service, service level and SLA
| SLM [tab] > Service Level Management The following attribute should be added: blocked (Boolean) for the items Service and Service Level Agreement and code table Service Level with the functionality that if selected the record or code cannot be used by users.
For Service Level the blocked attribute can be maintained, as this does not impact the same code. Service Levels that are linked to SLA's that are operational, need to be applied regardless of whether they are blocked or not. It only shouldn't be possible to assign it to a CI or a SLA anymore.
The intention of the blocked attribute is to prevent new references being made to items that are obsolete, but cannot be physically removed because of existing references.
ITSM006198 | Support for Network Node Manager (NNM) 7.x Integration with Service Desk 4.5
| As far as the integration goes, only NNM6x is supported with Service Desk 4.5 Major release This is a request from a customer to consider integration support for Network Node Manager 7.x with Service Desk 4.5
ITSM006255 | Service pages Search FAQ column in 1024x768 mode full screen has a scroll bar.
| XP client > Service Pages On an XP client when viewing Service Pages FAQ in 1024x768 full window the Search FAQ column is off the screen and must use a scroll bar whereas in windowed mode it shows up fine.
ITSM006975 | Format setting for fields in view are not stored correctly
| Shortcut Bar > Service Desk > e.g. Service call When using a certain display format for date/time fields in views and checking this format with customizing current view then a different format is shown for those fields. How to reproduce: 1. Starting point e.g. the 'All Open Service Calls (Table)' view with the date/time field 'Registered' visible.
2. View > Current View > Customize Current View > Fields... > Format...
the 'Format Fields' window appears; select 'Registered' in Shown fields, and select the Format 'Short Date, Medium Time'.
This setting is saved by closing all windows with 'OK'.
3. Now checking the settings for 'Registered' in the Format Fields window again, although data for 'Registered' are correctly displayed according the selected format, the Format field for 'Registered' will show a different format.
4. Closing the windows with 'OK' instead of 'Cancel' will give a wrong not wanted date/time format.
Each time you check for the date/time format it will appear to be changed (except with 'Long Date, Short Time').
This can also be seen by staying in the Format Fields window and double-clicking the Registered field: each time the format will change in some fixed cycle.
For code fields like Priority the format switches between 'Text' and 'Icon and text'.
ITSM007093 | Mkoutage creates a faulty template when CI Name 1 is NULL
| OVO Integration > mkoutage If outage is defined for a Configuration Item that does not have a hostname filled in (field Name 1 in Service Desk) an outage file is created that does not have any Node IP or hostname information in it. This means that all messages will be suppressed in stead of only messages for this Configuration Item.
The outage file has the following format:
MSGTARGETRULECOND
DESCRIPTION "message target rule 1 cond for Workorder 709"
CONDSTATUSVAR "test"
SEVERITY Minor
APPLICATION "test"
MSGGRP "test"
MSGCONDTYPE Match
MSGOPERATIONS
In this outage file the entry with NODE ID is missing.
A valid entry is:
MSGTARGETRULECOND
DESCRIPTION "message target rule 1 cond for Workorder 709"
CONDSTATUSVAR "test"
SEVERITY Minor
* NODE IP 10.0.0.1 "PCKAY010"
APPLICATION "test"
MSGGRP "test"
MSGCONDTYPE Match
MSGOPERATIONS
When Configuration Item name 1 and name 2 are emtpy, no outage entry should be added. When one of the two fields is entered a valid NODE ID entry can be added to the outage file
ITSM007474 | Attachment limitation encountered
| New Service Call > insert a attachment into this Service Call An error message will pop-up when insert a attachment into Service Call when the number of this type of item with attachment has reached limitation(e.g HP UX 65534). How to reproduce:
1. Create 32767 items of one type(e.g. Service Call) with attachments while using a HP/UX machine as an attachments server.
2. Create a new Service Call with attachment
3. Error message will pop-up
ITSM007593 | Re-send option of sd_event does not work
| When sd_event.ini is configured with an ONFAIL server, resending failed events using command: sd_event -f sd_event_error.log -r will result an error if the main server is stopped and the ONFAIL server is running. sd_event will report "Can't use an undefined value as a symbol reference at ./sd_event line 484.". When the main server is running, sd_event -f sd_event_error.log -r works OK.
How to reproduce:
1. configure sd_event.ini with a main Service Desk server, and an ONFAIL server.
eg:
[SD_EVENT]
LOGFILE=sd_event.log
ERROR_LOGFILE=sd_event_error.log
ACCOUNT=system/servicedesk
SERVER=blueorg
PORT=30980
ONFAIL=redorg:30980
MAPPING=external_event
CLASSNAME=incident
MODUS=insert
LANGUAGE=GB
The main server is blueorg, and the ONFAIL server is redorg
2. Stop both of servers: blueorg and regorg
3. Run command: sd_event.exe -f sd_event.ini -v event_id=321 description=test
4. An error should occur
5. Start server redorg
6. Run command: sd_event -f sd_event_error.log -r
7. An error reported: "Can't use an undefined value as a symbol reference at ./sd_event line 484."
ITSM007599 | Clicking Previous or Next item after saving a record causes NullPointerException
| Service Desk client > Service Today Problem description: Opening a record and save it. After that when you try to use the previous/next item, you get a java.lang.NullPointerException. How to reproduce: 1. Service Desk client > Service Today Open an existing Incident/Service Call. Modify the incident/service call, and save it.
2. Command Bar > Previous or Next item Click the previous/next item. The java null pointer error will appear.
Error messages / call stack :
Thu, 16/06/2005 15:48:11 <Trace> java.lang.NullPointerException
at com/hp/ifc/ui/AppDataForm.onMoveRecord
at com/hp/ifc/ui/AppDataForm.moveNext
at com/hp/ifc/ui/AppDataForm.commandbarExecute
at com/hp/ifc/ui/CommandBarEventHandler.invoke
at com/hp/ifc/ui/AppCommandBar.onExecute
at com/hp/ifc/ui/AppCommandBar.toolClick
at com/hp/ifc/ui/toolbar/SSActiveToolBars/ToolClickHandler.invoke
at com/hp/ifc/ui/toolbar/SSActiveToolBars/SSActiveToolBarsEventMulticaster.ToolClick
at com/ms/wfc/win32/Windows.DispatchMessage
at com/ms/wfc/app/Application$ThreadContext.runMessageLoop
at com/ms/wfc/app/Application.run
at com/hp/ifc/ui/AppConsole.main
ITSM007602 | Smart Action does not build a url properly to the browser...
| Tools > System > hp OpenView service desk > Business logic > Actions > Smart Action Smart Action does not build a url properly to the browser(e.g., Internet Explore) with the "#" and "&" character. How to reproduce: 1. Tools > System > hp OpenView service desk > Business logic > Actions > Smart Action
create a smart action for Service Call with parameter: http://localhost/test.jsp?des=[Description]&info=[Information], and the Application of the smart action is "IEXPLORE".
2. Client > Service call, create a new Service Call.
Fill the Description with: "d&b and B".
Fill the Information with: "Test #3 of characters".
3. Save the Service Call.
4. In Service Call form of the Service Call created in step 2, go to Actions > select the action created in step 1.
5. IE opens with url in the address bar: http://localhost/test.jsp?des=d&b%20and%20B&info=Test%20#3%20of%20characters. It will disturb the parameter of the url because of unwanted "#" and "&".
ITSM007603 | Incident Deadline Service is grayed out by mistake under some circumstance.
| Service Desk client > Service Desk > Incident Service Desk client > CMDB > Configuration Item Service Desk client > SLM > Service One Incident A whose Configuration Item is B, in the following 2 cases Deadline Service field of A will be grayed out and empty when changing the Impact field of A:
1. B is related to a service which contains 2 or more different SLAs.
2. B is related to 2 or more services each has their own SLA.
How to reproduce:
1. Client > Tools > System > Presentation > Form > Incident, add "Deadline Service" to Incident form.
2.1 Client > CMDB > Configuration Item, new a Configuration Item: TESTCIA.
2.2 Client > SLM > Service, new a Service: TEST_SERVICE_A. In Configuration Item page, relate TESTCIA to it. In SLA page, add 2 new SLA: TEST_SLA_1 whose Service Level is Silver (24 x 5), TEST_SLA_2 whose Service Level is Gold (24 x 7). Save and close all.
2.3 Client > Service Desk > Incident, new an Incident, fill Configuration Item field with TESTCIA, fill other mandatory fields and Save. TEST_SERVICE_A appears in Service and Deadline Service field, Service Level field change to Gold (24 x 7).
2.4 Change Impact to some other value, Deadline field recalculated correctly, but Deadline Service field is grayed out and empty.
3.1 Client > CMDB > Configuration Item, new a Configuration Item: TESTCIB.
3.2 Client > SLM > Service, new a Service: TEST_SERVICE_B1. In Configuration Item pate, relate TESTCIB to it. In SLA page, relate TEST_SLA_1 (Silver) to it.
3.3 Client > SLM > Service, new a Service: TEST_SERVICE_B2. In Configuration Item page, relate TESTCIB to it. In SLA page, relate TEST_SLA_2 (Gold) to it.
3.4 Client > Service Desk > Incident, new an Incident, fill Configuration Item with TESTCIB, fill other mandatory fields and Save. TEST_SERVICE_B2 appears in Deadline Service field, Service Level field change to Gold (24 x 7), Service field is empty.
3.5 Change Impact, Deadline field recalculated correctly, but Deadline Service field is grayed out and empty.
NOTE: Please make sure all SLA's 'Actual Finish" must be later than current date.
ITSM007608 | Problem occurs when importing service tree of SNVP into SD using ovo_services.pl
| ovo_services.pl hangs when running against the services file of Service Navigator. ovo_services.pl can generate ovo_services.txt file from services file of Service Nagivator, which can be used by Service Desk Data Exchange to import services of Service Nagivator into Service Desk. ovo_services.pl will loop infinitely when processing duplicate search codes, this causes ovo_services.txt not generated correctly.
ITSM007644 | Client hangs when service call is minimized while warning message is hidden.
| Service Desk > Service call When a non-existing search code is input into a lookup field and then user clicks the service call item in taskbar to minimize, no further action to the service call form and client console can not be performed. It happens in Japanese OS environment.
How to reproduce:
1. In Japanese OS environment, open an existing service call in Service Desk client console.
2. Input a non-existing search code in the Configuration item field and click in the information field.
Then a warning message dialog pops up. Click the button "OK" to close the dialog.
3. Minimize the form by clicking the service call item in Windows taskbar. No warning message dialog pops
up, and the service call form and client console lose response.
4. Open Window Task manager, select the service call program and click the button "Switch to". Then the
service call form and client console are restored and the warning dialog is displayed.
ITSM007654 | Import service relations gives error while relation should be possible
| Service Desk > Service Problem description: When importing a triangular service relation (used - used by) the import process gives the following error: This service relation violates the relation structure. Inconsistent behavior between Data Exchange and GUI on service relation.
How to reproduce:
1. Logon service desk client using "system" account.
2. SLM >Service, Create three new business services: TEST001, TEST002, TEST003
The relation of them which will be imported by Data Exchange as following:
TEST001 Used TEST002
TEST001 Used TEST003
TEST002 Used TEST003
3. Administrator Console > Data > Data Exchange > Import mapping,
Create a new mapping name as "TEST_IMPORT":
In the left area of the new mapping form, do item mapping as following:
Set mapping name to "SERVICEREL"
Set mapping Item to "Service relation"
Create a default item template "TEST_Service_Service" for use.
In the right area of the new mapping form, do field mapping as following:
Set field "Service from" property to "FROMID" and as unique key
Set field "Service to" property to "TOID" and as unique key
4. Administrator Console > Data > Data Exchange > Data Exchange Task
Create a new Task and import the servcietest.xml which will import the relation between TEST002 and TEST003 first. The service relation violation error will occur.
5. SLM > Service,
Open Service TEST001 and TEST002, check the "Used" Page and unrelated all.
6. Administrator Console > Data > Data Exchange > Data Exchange Task
Create a new Task and import the servcietest_orderchange.xml which will import the relation between TEST002 and TEST003 last. The service relation violation error won't occur.
Also, the service relation works fine by GUI Operation.
Sample servicetest.xml as below:
......
<INSTANCE CLASSNAME="SERVICEREL">
<PROPERTY NAME="ID" TYPE="string">
<VALUE>1</VALUE>
</PROPERTY>
<PROPERTY NAME="FROMID" TYPE="string">
<VALUE>TEST002</VALUE>
</PROPERTY>
<PROPERTY NAME="TOID" TYPE="string">
<VALUE>TEST003</VALUE>
</PROPERTY>
</INSTANCE>
</VALUE.OBJECT>
<VALUE.OBJECT>
<INSTANCE CLASSNAME="SERVICEREL">
<PROPERTY NAME="ID" TYPE="string">
<VALUE>2</VALUE>
</PROPERTY>
<PROPERTY NAME="FROMID" TYPE="string">
<VALUE>TEST001</VALUE>
</PROPERTY>
<PROPERTY NAME="TOID" TYPE="string">
<VALUE>TEST002</VALUE>
</PROPERTY>
</INSTANCE>
</VALUE.OBJECT>
<VALUE.OBJECT>
<INSTANCE CLASSNAME="SERVICEREL">
<PROPERTY NAME="ID" TYPE="string">
<VALUE>3</VALUE>
</PROPERTY>
<PROPERTY NAME="FROMID" TYPE="string">
<VALUE>TEST001</VALUE>
</PROPERTY>
<PROPERTY NAME="TOID" TYPE="string">
<VALUE>TEST003</VALUE>
</PROPERTY>
</INSTANCE>
......
ITSM007690 | DB rule does not work with Query Builder error when using related item attribute
| Tools > System > Administrator Console > Business logic > Database Rules When creating a DB rule for Problem, customer would like to update a customized field in related Incident. This customized field is just like a counter that adds 1 to itself each time a problem record is related to it. (See attached excel file in Service Call for screen print of database rules). The database rule did not fire and error is logged in logserver.txt.
<Trace> Query Builder can not join tables 743309349 and 717488194.
Check relations between itsm_incidents and itsm_problems.
How to reproduce:
1. Tools > System > Administrator Console > Data > Custom fields > Incident. Select Inc. Number 1 and make it active.
2. Administrator Console > Presentation > Forms > Incident > Incident. Add Inc. Number 1 to the form.
3. Administrator Console > Business logic > Database Rules > Problem.
Create a new Database Rule of Problem with:
trigger: When Problem is modified.
condition: could be empty.
action: Update Data. Check "Select a related item" checkbox and then select "Related Incident(s)". Select Incident;Inc. Number 1 as Field and set value to "[Inc. Number 1] + 1.0".
4. Service Desk Client > Shortcut bar > Incident. Create an Incident and set Inc. Number 1 to1 then save it.
5. Service Desk Client > Shortcut bar > Problem. Create a problem and relate the incident created in step 4. Save the Problem.
6. Re-open this Problem and modify anything then save it.
7. Open the related Incident. The Inc. Number 1 is not changed.
8. Open logserver.txt. The message: "<Trace> Query Builder can not join tables 743309349 and 717488194.
Check relations between itsm_incidents and itsm_problems." could be found.
ITSM007714 | Display name is audited as login name and it can not exceed 40 bytes
| Tools > System > Security > Enhanced Auditing > Audit Log The actions of the user whose display name exceeds 40 characters can not be audited and a warning message pops up. How to reproduce 1. Tools > System > Security > Access > Application Account, create a new account with more than 40 characters display name and give it "Auditor" role.
2. Login with the account.
3. Tools > System > Security > Enhanced Auditing > Configuration, set some items enable auditing.
4. Change these items and a dialog pops up with the warning message: The maximum length of 40 characters has exceeded.
5. Tools > System > Security > Enhanced Auditing > Audit Log, the actions haven't audited.
6. The display name is audited as the login name.
ITSM007730 | SD app server hangs and has low performance under heavy load
| The customers are experiencing performance issue at Service Desk application server when there are many concurrent users executing login or other operation through web-api or service pages. The symptom is that during the performance issue time, the application server response becomes slow and CPU is 70 - 80%. After the customer operation finished, the application server returns to correct behavior - normal response and CPU is below 10%.
When the app server hangs, most ITP-Threads are waiting for the java.util.Hastable lock, while no thread is holding this lock at all.
The threads dump when performance issue : (on Unix use Ctrl + \ or kill -3; on windows use Ctrl + Break)
"ITP-Thread0" prio=10 tid=0x00030250 nid=18 lwp_id=106491 waiting for monitor entry [0x35afe000..0x35afc500]
at java.util.Hashtable.get(Unknown Source)
- waiting to lock <0x3a1a0190> (a com.hp.ifc.util.AppHashTable)
at com.hp.ifc.util.AppHashTable.get(Unknown Source)
at com.hp.ifc.rep.AppObjectModel.getEntityInfo(Unknown Source)
at com.hp.ifc.rep.AppAttributeInfo.getEntityToInfo(Unknown Source)
at com.hp.ifc.rep.AppEntityInfo.getUsedBy(Unknown Source)
at com.hp.ifc.rep.AppRoleInfo.getItemFolderAccess(Unknown Source)
at com.hp.ifc.rep.AppRoleInfo.modifyAllowed(Unknown Source)
"ITP-Thread1" prio=10 tid=0x00030250 nid=18 lwp_id=106491 waiting for monitor entry [0x35afe000..0x35afc500]
at java.util.Hashtable.get(Unknown Source)
- waiting to lock <0x3a1a0190> (a com.hp.ifc.util.AppHashTable)
at com.hp.ifc.util.AppHashTable.get(Unknown Source)
at com.hp.ifc.rep.AppObjectModel.getEntityInfo(Unknown Source)
at com.hp.ifc.rep.AppAttributeInfo.getEntityToInfo(Unknown Source)
at com.hp.ifc.rep.AppEntityInfo.getUsedBy(Unknown Source)
at com.hp.ifc.rep.AppRoleInfo.getItemFolderAccess(Unknown Source)
at com.hp.ifc.rep.AppRoleInfo.modifyAllowed(Unknown Source)
...
...
This issue normally happens on multiple CPU system.
ITSM007731 | Swedish charcters display incorrectly in outbound email after upgrading to SP12
| Service Desk >Outbound E-mail Problem description : After installing service pack 12, automated e-mails sent from Service Desk replaces Swedish vowels (å,ä,ö) with a question mark. In the e-mail notification database rule Swedish characters display correctly, but the recipient receives a very cryptic looking message. The characters display correctly with SP11.
How to reproduce:
1. Check the default language of Service Desk client and server operation system is Swedish.
2. Logon as "system" account, Go to "Administrator Console >E-mail >General"
Check the E-mail setting and checked "Use base 64 encoding" and set "Character Set" to empty.
3. Go to "Administrator Console >Business Logic >Database Rules >Change"
Create a new database rule as following:
When change is created or modified
where Information (*) contains test
Send Outbound Mail (Send e-mail message) , Send to: [Requestor;E-mail],
Subject: Subject: Status för Förändring med ID [ID] är ändrad till "[Status] ",
Message: Body: Du är registrerad som beställare av Förändri ng med ID [ID] .
4. Go to "Service Desk >Change",
Create a new change, set information to "have a test" and Requestor to yourself and set others necessary fields.
Save and Close.
5. Check the E-mail you received from Service Desk Application Server.
It will include question mark.
Note: It works fine in sp11.
ITSM007741 | Unable to view current event queue size on application server
| Currently it is impossible to see the current event queue size for determining performance problems and for troubleshooting purposes. The events in this queue are for example insert, updates and / or delete events that have occurred in Service Desk and need to be processed by for example the rule manager to see if there are applicable rules for that event.
The information that you can retrieve by using the "Log monitoring info" feature on the application, shows various information about handled events, the minimum and maximum event processing times, but not the actual size of the event queue at that moment. This is shown in the example:
Event queue reader statistics:
Minimum duration to run action(s): 0 milliseconds
Maximum duration to run action(s): 2547 milliseconds
Average duration to run action(s): 352 milliseconds
Total number of actions handled : 364
ITSM007774 | Application Server is slow to response with heavy load
| When application server runs for a long time under heavy load, the login or operation to Service Desk Application Server is very slow through web-api or Service Pages. At the performance issue time, application server is very busy. The other related performance issue is fixed by ITSM007730. But this issue shows different bottleneck. See the below thread dump.
The thread dump at performance issue time ( use Ctrl + \ or kill -3 on Unix; use Ctrl + Break on windows)
"ITP-Thread46" prio=10 tid=0x30cbf620 nid=0x380 waiting for monitor entry 0x31e7f000..0x31e7fdc0
at com.hp.ifc.da.AppConnectionPool$AppDBConnectionPool.returnConnection(AppConnectionPool.java:706)
at com.hp.ifc.da.AppConnectionPool$AppDBConnectionPool.connectionClosed(AppConnectionPool.java:316)
"ITP-Thread45" prio=10 tid=0x30cbeb80 nid=0x8c0 runnable 0x31e3f000..0x31e3fdc0
at java.lang.Class.forName0(Native Method)
at java.lang.Class.forName(Class.java:115)
at com.hp.ifc.rep.AppRoleInfo.isLicensedForThisEntity(Unknown Source)
at com.hp.ifc.rep.AppRoleInfo.viewAllowed(Unknown Source)
at com.hp.ifc.rep.AppRoleInfo.viewAllowed(Unknown Source)
at com.hp.ifc.wf.AppProperties.<init>(Unknown Source)
at com.hp.ifc.wf.AppEntity.initialize(Unknown Source)
at com.hp.ifc.wf.AppEntity.initialize(Unknown Source)
"ITP-Thread32" prio=10 tid=0x30a56dd8 nid=0x934 waiting for monitor entry 0x31aff000..0x31affdc0
at com.hp.ifc.da.AppConnectionPool$AppDBConnectionPool.getConnection(AppConnectionPool.java:404)
at com.hp.ifc.da.AppConnectionPool.getConnection(AppConnectionPool.java:82)
at com.hp.ifc.da.AppTransContext.getConnection(Unknown Source)
Analysis on the thread dump:
1. The bottleneck at database connection release and get. One thread is locked when releasing the database connection. But the other threads are waiting for the free connection.
2. The reflection for java class cost much time.
ITSM007782 | Some strange queries will occur when creating Item with the template
| When creating a change with a lot of workorders (templates) attached to it. It takes longer the greater the distance to the application server is. There are some strange queries occurring and the performance is reduced. 1: The query about searching Current Person will be done many times:
SELECT T1.per_oid AS C0
,T1.per_lockseq AS C1
FROM itsm_persons T1
WHERE T1.per_acc_oid = ?
Values:
1
2:
Whenever predecessor is empty in the workorder template, then the query like :
SELECT T1.wop_successor_wor_oid AS C0
,T1.wop_oid AS C1
,T1.wop_lockseq AS C2
,T1.wop_successorafterpredecessor AS C3
,T2.wor_sta_oid AS C4
,T2.wor_planstart AS C5
,T2.wor_planfinish AS C6
,T2.wor_id AS C7
,T3.wor_sta_oid AS C8
,T3.wor_planstart AS C9
,T3.wor_planfinish AS C10
,T3.wor_id AS C11
,T1.wop_predecessor_wor_oid AS C12
FROM (( itsm_work_order_predecessors T1
INNER JOIN itsm_workorders T2 ON (T2.wor_oid = T1.wop_predecessor_wor_oid))
INNER JOIN itsm_workorders T3 ON (T3.wor_oid = T1.wop_successor_wor_oid))
WHERE T1.wop_predecessor_wor_oid = 281781166740561
should be done once for every workorder
3:
Whenever applied calender vlues are filled in in the workoroder templates, then queries like:
SELECT T1.cod_ordering AS C0
,T1.cod_lockseq AS C1
,T1.cod_oid AS C2
FROM itsm_codes T1
WHERE ((T1.cod_subtype = ?))
Values:
633318698189797
Fri, 24/06/2005 14:19:53 <Query> 0 ms
Fri, 24/06/2005 14:19:53 <Query> SELECT T1.cod_ordering AS C0
,T1.cod_lockseq AS C1
,T1.cod_oid AS C2
FROM itsm_codes T1
WHERE ((T1.cod_subtype = ?))
AND (T1.cod_oid = ?
AND (T1.cod_disabled = 0)
AND (T1.cod_disabled = 0))
Values:
633318698189797
633318698189791
should be done once for every workorder
ITSM007795 | Delta import is not reliable when import file is large
| System>Tools>Data> Data Exchange Delta import with big files is not reliable. The results of running the delta process to produce a change list are incorrect, thus the update of records is also incorrect. Running the process several times with the very same XML files for old and new situation can produce different change lists.
How to reproduce:
1. Create a XML file with test CI data of approx. 20MB in size and import this normally. This file will be the old situation
2. Create a second XML file where you make sure to have one change in respect of the first file. This will be the new situation file for the reconciliation
3. Adjust java memory parameters to Xms256M -Xmx512M or higher
4. Run the reconciliation with the file from step 1 as recofile, and the file from step 2 as data
5. You will see that the change list is not correct. And repeat the same operations several times, each time the result is different.
This happened both on Windows and other platforms.
ITSM007812 | Failed to add value for code type of custom field
| Tools > System > Data > Custom Fields Tools > System > Data > Codes An error dialog pops up when creating a new custom field of type code and adds a value to this code field. How to reproduce: 1. Set database with two different accounts for data store and repository.
2. Tools > System > Data > Custom Fields > Service call, select "Service call Code 21(Code)" and name it "Attendance21" then active it.
3. Restart application server to make the custom field available.
4. Tools > System > Data > Codes > Service call > Attendance21, create a new code of "Attendance21" and save it. But an error dialog will pop up and the new code isn't saved.
5. From "Service call code 21(Code)" to "Service call code 25(Code)", there are the same error.
Error messages:
"JDBC error 942: ORA-00942: table or view does not exist, SQL state: 42000 for query: insert into ifc_versions (vrs_cat_oid, vrs_version) values (633318774341712, 1)"
ITSM007818 | Outbound email to child workgroup fails for CI admin Child Workgroup
| Tools > System > Business Logic > Database Rules > Service call Outbound email to child workgroup fails for "Configuration Item; Administrator Workgroup; Child Workgroups" in Database rules. How to reproduce: 1. Tools > System > Business Logic > Database Rules > Service call, create a new Database rule:
-When service call is modified
-Send mail to child workgroup (Send e-mail message), Send to: [Configuration Item; Administrator Workgroup; Child Workgroups], Subject: test, Message: test
2. Open a service call which has configuration item and modify it and save. The rule defined in the step 1 will be triggered but no email is sent.
3. In the logserver.txt, the message is logged:
<RuleManager: Email> Rule: Send mail to child workgroup No mail send, <To: > required
ITSM007821 | Lotus Notes SD4.5, can't receive the full text email. when using ""
| Service Desk > E-mail How to reproduce: 1. Login as system account in client. 2. Go to Administrator Console >System Panel >E-mail 3. In the General page of E-mail Properties
Set a Lotus Notes mail server to Outbound E-mail Server.
Set "From Alias" to blank.
3. Click Button "Send Test Mail..." in the form of E-mail Properties and input a test mail address
Then click "OK", a test mail will be sent to the test mail box.
The error occurs. A full text email can not be received.
ITSM007823 | Null Pointer in client when using Remote Update to upgrade service pack 15
| Tools > System When using Remote Updater functionality to upgrade a service desk client to service pack 15 an alert message box will pop up with "java.lang.NullPointerException" text when trying to open administrator console. How to reproduce:
1. Upgrade service desk Application Server to service pack 15.
2. Upgrade client to service pack 15 using service pack 15 installation pack. Enable service pack remote updater functionality.
a. login the client
b. Tools>System>Admin Console>System Panel>General Settings>Remote Updater, enable service pack functionality
3. Start a client with service pack 14 or below to logon to Application Server with service pack 15. A message will display to update the service pack. Click "OK".
4. The client restarts automatically and login correctly.
5. After login, click Tools > System to enter the Administration Console.
6. A "java.lang.NullPointerException" alert message will be displayed.
The information in the client logs:
java.lang.NullPointerException
at com/hp/ifc/ui/cpl/AppAdministratorConsole.initCommandbar (AppAdministratorConsole.java)
at com/hp/ifc/ui/cpl/AppAdministratorConsole.<init> (AppAdministratorConsole.java)
....
ITSM007827 | ClassCastException thrown when closing Block/Unblock selection window
| Tools>System>Administrator Console>Tools>Block/Unblock selection How to reproduce: 1. Click Tools>System and open Administrator console 2. Navigate to Presentation>Localized Text>Label Text>English 3. Click Tools>Block/Unblock selection and it pop up a window.
4. Click cancel button or close the window directly, an exception thrown.
<Trace> java.lang.ClassCastException: java/util/Vector
at com/hp/ifc/ui/AppDataViewPane.setView
at com/hp/ifc/ui/AppDataViewPane.setView
at com/hp/ifc/ui/cpl/AppAdministratorConsole.refreshCurrentView
at com/hp/ifc/ui/cpl/AppAdministratorConsole.forceRefresh
at com/hp/itsm/blocking/UIBlockingDialog.dispose
at com/hp/itsm/blocking/UIBlockingDialog.cancelButton_click
at com/ms/wfc/core/EventHandler.invoke
at com/ms/wfc/core/Component.fireEvent
at com/ms/wfc/ui/Control.onClick
at com/ms/wfc/ui/Button.onClick
at com/ms/wfc/ui/Button.wndProc
at com/ms/wfc/ui/Control$ControlWindow.wndProc
at com/ms/wfc/app/Window.callback
at com/ms/wfc/win32/Windows.SendMessage
at com/ms/wfc/ui/Control.sendMessage
at com/ms/wfc/ui/Control.reflectMessage
at com/ms/wfc/ui/Control.wmCommand
at com/ms/wfc/ui/Control.wndProc
at com/ms/wfc/ui/Control$ControlWindow.wndProc
at com/ms/wfc/app/Window.callback
at com/ms/wfc/win32/Windows.CallWindowProc
at com/ms/wfc/app/Window.defWndProc
at com/ms/wfc/ui/Control$ControlWindow.defWndProc
at com/ms/wfc/ui/Control.defWndProc
at com/ms/wfc/ui/Control.wmMouseUp
at com/ms/wfc/ui/Control.wndProc
at com/ms/wfc/ui/Button.wndProc
at com/ms/wfc/ui/Control$ControlWindow.wndProc
at com/ms/wfc/app/Window.callback
at com/ms/wfc/win32/Windows.DispatchMessage
at com/ms/wfc/app/Application$ThreadContext.runMessageLoop
at com/ms/wfc/app/Application.run
at com/hp/ifc/ui/AppConsole.main
ITSM007833 | Can't relate Work order with Service call in Web Console
| Web Console > Service call > Open a Service call > Work orders tab page In webconsole, when user relates work order to service call and click the "OK" button, an error message displays. So the user couldn't relate the service call with work order.
In service pack 13 and 14, the error message is:
"An error occurred. (com.hp.ov.portal.core.ModuleOutputException: org.xml.sax.SAXParseException: The markup in the document following the root element must be well-formed.) "
In service pack 15, the error message is:
"This selection is invalid: "ID,Description, Sub[To workgroup Sub[Name,Member Sub[Person,OID,Lock seq.],Time Zone,Opening Hours,Holidays,Blocked,Lock seq.,OID,Search code,Status,,.... "Assignment" occurs more than once.
How to reproduce:
1. Login user System to webconsole
2. Switch to Service call
3. Open a Service call
4. Switch to Work orders tab page
5. Click "Relate" to relate a Work order for this Service Call
6. In the new opened window, select a Work order, and click "Choose", the error occurs.
ITSM007834 | Unrelated of the new relation cannot be audited in history lines
| Tools > System > Security > Audit > Audit Rules Unrelated of the new service event relation will not be recorded in the history line, but unrelated of the existing service event relation will be audited. How to reproduce: 1. Tools > System > Security > Audit > Audit Rules > Service call; enable to audit the attribute "Relation".
2. Service Desk > Service call, open an existing service call.
3. in the "Relations" tab, relate any record and it is audited in history lines. And then unrelated the new record and nothing is audited in history lines.
4. Save the service call and reopen it. But unrelated information is not audited in history lines.
5. If unrelated the existing relations, it is audited.
ITSM007837 | CIs in the unauthorized folder could be seen in CIs' Related/Parent/Child CI.
| Client > Tools > System > administrator console > Codes > General > Folder Client > Tools > System > administrator console > Security > Role Client > short cut bar > CMDB > Configuration Items Customer needs following functionality for CIs: De-activated CIs are moved to a separate folder and should not be seen anymore by users. The access rights for the folder are defined accordingly.
Unfortunately, if these CIs have relations, they still appear in the views for child/parent/related CIs in the CI form. This behavior is unacceptable for the customer.
How to reproduce:
1) Client > Tools > System > administrator console > Codes > General > Folder. Create a folder Deactive for example.
2) Client > Tools > System > administrator console > Security > Role Define a user's role with the following access:
Configuration item: View only access to folders except Deactive.
Don't forget the views and forms and templates of CI for this role.
3) Client > Tools > System > administrator console > Security > Role. Create a user with role define in step 2.
4) Client > short cut bar > CMDB > Configuration Items Create 4 configuration items "CI1"-"CI4" with an empty folder field.
5) Set CI2 to related CI of CI1; set CI3 to parent CI of CI1; set CI4 to child CI of CI1.
6) Put CI2, CI3, and CI4 into folder Deactive.
7) Login using the user creates in step 3.
8) Client Console > Short cut Bar > CMDB > Configuration Items > Configuration Items (Table) view. The user could not see CI2-CI4.
9) Open CI1. Go Related/Parent/Child CI tab and you could see CI2-CI4. When you try to open them, "View not allowed" message box will pop up.
ITSM007843 | user account does not let more then 9 consecutive connections in web-api
| web-api Problem description : user account does not let more then 9 consecutive connections in web-api How to reproduce: 1) Open 10 web-api sessions with one named user account 2) A message "The maximum of logins with the same user has been reached." will display when trying to open the tenth session.
ITSM007844 | Official support for Service Desk 4.5 client on Citrix Access Suite 4.0
| The Citrix Access Suite 4.0 provides an always-on connection to information - whether data, voice or people. It is secure by design, consolidates access into a central location for more efficient management and effective control, provides a robust and resilient foundation that scales and adapts to support business change and growth, and automatically adjusts to thousands of dynamically changing access scenarios.
Citrix Access Suite 4.0 consists of the following products: Citrix Presentation Server, Citrix Access Gateway and Citrix Password Manager. For additional information please refer to http://www.citrix.com.
Although there are limitations to use of the Service Desk client in a Citrix environment, it is an easy and valuable extension to the supported platforms.
ITSM007845 | Service Desk agent could only trigger one application
| Tools > System > Business logic > Database Rules Service Desk agent could only trigger one application. The subsequence application only be triggered when pre-application is terminated. How to reproduce: 1. Tools > System > Business logic > Database Rules. Create a database rule for service call with
trigger: when service call is create or modified.
condition: could be empty.
action: Command Exec Action (E.g., notepad.exe)
2. Start agent.
3. Service Desk client > short cut bar > Service call > Create a service call.
Save Service Call and you could see notepad started.
4. Modify something of this service call and save. No notepad start until the first notepad is closed.
ITSM007848 | When "Applied Calendar" field is Read only, Work Order can not be created.
| Administrator Console >Security >Access >Role Administrator Console >Data >Template When the Work Order's field "Applied Calendar" is set to "View", a program error occur and implies that the attribute' applied calendar' of this work order cannot be modified, because the work order item was opened in view mode or because the attribute is read-only. When the user creates a work order, the client opens the form and set some default value in the fields. "Applied Calendar" is one of required fields in the form, so the system will set the value in it, but the user sets it read-only. For that the system refused to set the value in a read-only field, the error occurs.
How to reproduce:
Case 1
1. Administrator Console >Security >Access >Role
Create a role, double click the item "work order" and select "view", "new", "modify".
Set the advanced item access of "work order"; set "Applied Calendar" to "view". Create a user with this role.
2. Logon the client with the user, create a work order, a program error window appears.
Case 2
1. Administrator Console >Data >Template >workorder
Create a template of work order, set the status "new" and the name "test work order" and the description "test word order". Save and close.
2. Administrator Console >Data >Template >change
Create a template of change, set the status "Registered"; the name "test change"; work order relates to whose name is "test work order". Save and close.
3. Administrator Console >Security >Access >Role
Create a role, double click the item "work order" and select "view", "new", "modify".
Set the advanced item access of "work order"; set "Applied Calendar" to "view".
Double click the item "change" and select "view", "new", "modify".
Set the advanced item access of "change", "Forms" relates to "Change", "Views" relates to "All Changes", "Templates" relates to "test change". Create a user with this role.
4. Logon the client with the user, create a change, and click the tab "relations", no work order is shown. If the system admin changes the "Applied Calendar" to "write", then create a change, one work order whose description is "test word order" is shown.
ITSM007857 | web-api program can't exit normally
| Web-API Web-API program can't exit after finished. How to reproduce: 1) running a simple web-api program (i.e. open a web-api session) 2) the process can't exit.
ITSM007864 | Templates are not in alphabetical order
| Tools > System > Security > Access > Role Templates are not in alphabetical order 1. Tools > System > Security > Access > Role Open a role and select one of the entities. Then press the Advanced button. In this screen select tab page Template.
2. When the user press the relate button he get a list of templates. This list is not sorted.
ITSM007866 | Apply the filter in a View work from Quick and Advance Find
| Service call > New Service call > Person Quick Find / Advanced Find Customer has created a View with a filter. When he then opens a new Service call and clicks the Quick Find button or selects the Advanced Find, the filter isn't applied there. This is by design, but the customer would like to have this changed.
ITSM007867 | Integration of OVO 8.2 on Itanium and Service Desk 4.5
| Integration of OVO 8.2 on Itanium and Service Desk 4.5 The customer like to upgrade to OVO 8.2 on Itanium. Service Desk 4.5 need to support that.
ITSM007869 | Integration Service Desk 4.5 with OVO Windows 7.5 in a cluster
| The customer would like to upgrade to OpenViewOperations Windows 7.5 within a cluster. Integration between Service Desk 4.5 and OVO Windows 7.5 should support that.
ITSM007870 | Provide support for Oracle 10G
| Oracle 10G could be added to the list of officially supported databases for Service Desk. Scenario: Customer and DBA group would like to upgrade the database server to Oracle 10G. Note 1: Oracle 10G has only been tested with version 10.1.0.2.
Note 2:
Service desk has only been tested for the character sets 'AL32UTF8' with Oracle 10G.
For more information about supported character sets see the 'Installation_Guide.pdf', paragraph 'Oracle Settings', page 43 provided on the original service desk cd-rom.
Note 3:
For support Oracle 10G, an Oracle 10G JDBC Driver will be used in Service Desk.
Note 4:
Connection errors can occur when the version of the Oracle JDBC driver in the file classes12.zip, located in the <Oracle home>\jdbc\lib folder, differs from the version installed on the Service Desk application server (...\server\lib). The classes12.zip file and the Oracle libraries can only communicate when they are both of the same version. To resolve this problem you have to replace the classes12.zip in the <service desk installation folder>\server\lib folder by the classes12.zip file located in the Oracle home folder (default for the Microsoft Windows platform: C:\oracle\product\10.1.0\client_1\jdbc\lib).
ITSM007901 | ACES does not work correctly when importing ACES views.
| Tools>System>File>Aces With SD 4.5 SP14/ SP15, export the ACES view and then re-import it, there comes a warning in the log file and all imported ACES View have lost the matching criteria. How to reproduce: 1) Navigate to Tools>System>File>Aces
2) create an ACES view, set some criteria or filter, and then export it to a XMLl file.
3) import the XML file
4) check the log and the imported items. There is an exception thrown in the log, And all the criteria set in the ACES view are lost.
ITSM007936 | OVSDSync provided with PB 6849 fails when OVOW DB isn't local to OVOW server
| Customer has OVOW server and OVOW database installed on 2 different Windows 2003 machines. When using OVSDSync.exe to connect to "openview" database and creating Service Desk specific tables, error reported: Exception caught: SQL Server does not exist or access denied.
OVSDSync.exe will look for a config file "ovsdsync.exe.config" in the current directory, it then try to read the database connection string from this file. If this file is not found or the connection string in it is empty, it will connect to a local database by default.
ITSM007982 | The message is not helpful for customer when saving as template with 64K field
| Tools > System > Data > Templates > Work order Tools > System > Data > Customer Fields > Work order An error "The maximum length of 4000 characters has exceeded" pops up when saving Work order as template with 64K field. The message is not helpful for customer.
How to reproduce:
1. Tools > System > Data > Customer Fields > Work order; activate a 64K field "Text 64KB".
2. Presentation > Forms > Work order; add the "Text 64KB" field to the Work order form.
3. Create a work order using the form in step 2 and enter over 4000 in the "Text 64KB" custom field.
4. Choose "Save as Template" and an error (pop-up) occurs: "The maximum length of 4000 characters has exceeded". This message is not helpful for customer.
5. Tools > System > Data > Templates > Work order, open the template which is saved in step 4. Only a part of fields are saved.
ITSM007987 | Service Desk 4.5 supports clustered Microsoft SQL-Servers as underlying database
| Service Desk support a clustered MS SQL Server database Database server OS incl. version+patch level : W2003 Database type incl. version+patch level : SQL Server Cluster
ITSM007993 | Wrong message shows when closing api connection.
| When a Web-API user tries to close an API session or uses an closed session, the system will show an error message box sometimes: "Cannot read the dictionary, can not find labels.rep and messages.rep, and put this in \repo\locales\1033" This message box will block the web-api application and might cause the whole application hang sometimes.
the problem is similiar with PR7308

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Defect Report | Description
SP17: |
ITSM005173 | Attachments with outbound email for Database rules.
| Enhancement in the following features: 1. The ability to send attachments via email when using Database rules. 1) the ability to define the attachment Classification Code in Administrator Console 2) the ability to set the classification of attachment in the UI(client).
3) the ability to send email with selected attachment classification in Database rules.
ITSM006111 | Request to control the format of the returned email notification message
| Tools > System> System Panel > E-mail Enhancement in the following features: 1. The ability to control the format and content of the email notification message(outbound mail). 1) the control of assignment notification message 2) the control of approval notification message
ITSM006376 | JDBC error 12899: ORA-12899: value too large for column
| Organization > Person > Address_Phone When filling telephone number to maximum text length in one person's form and save, a JDBC error 12899: ORA-12899: value too large for column will occur. How to reproduce: 1. Organization > Person, open one person record
2. Change to Address_Phone tab page and fill in telephone number of person to maximum text length.
2. save&close the form, an error will occur.
ITSM007727 | sd_event does not work correctly if the same item was imported again
| sd_event sd_event doesn't work properly if the same item is imported again after deleted. How to reproduce: 1) Tools>System>Data>Data Exchange>Import mapping, create an import mapping (ServiceCall_import) 2) Tools>System>Data>Data Exchange>Data Exchange Task import service calls using the attached xml file.
3) use sd_event to add one history line to the service call.
(command: sd_event -f SCHist.ini -v Servicecall_ID=TVS000001 Subject="test" Information="test")
4) check the log and everything is ok
5) Service Desk Client>Service call now delete the new created service call
6) Tools>System>Data>Data Exchange>Data Exchange Task import it via data exchange again and run the sd_event script
7) this time it will encounter an error :
SERVER_RESPONSE=ERROR: For history line: the following fields are required: Service call.
8) Restart the server can solve this problem.
ITSM007871 | Request to support Service Desk 4.5 with JRE 1.4.2.
| It is required that Service Desk 4.5 need to support java 1.4.2
ITSM007898 | Update Service Call fail using inbound email in local language intermittently
| Service Desk > Email Email integration: When sending an email to Service Desk server to update a service call, intermittently appears the errors below in Service Desk's log file: How to reproduce: 1. Login as system account.
2. Go to Administrator Console > System Panel > Regional Settings,
Add new Language "Chinese - Simplified"
3. Then go to Administrator Console > Data > Data Exchange > Data Exchange Task,
Import the "Chinese - Simplified" language xml file.
4. Go to Administrator Console > System Panel > Regional Settings,
Set Default Language to "English"
5. Send inbound test mail to Service Desk Application Server, mail content as following.
Mail Subject: update xxx
Mail Content: Description = test for update
Note: xxx means an existing service call ID.
6. Go to Administrator Console > System Panel > Regional Settings,
Set Default Language to "Chinese - Simplified"
7. Send inbound test mail to Service Desk Application Server, mail content as following.
Mail Subject: update xxx
Mail Content: ??= test for update
Note: xxx means an existing service call ID.
8. Repeat step 4 and 7 lots of times
The intermittent exception "Invalid field name" will be thrown.
Note: The problem is caused by the misuse of the dictionary in the Service Desk Application Server, it may also affect below function:
1. the language of the log info in the history line.
2. the language of the log info in the server log file.
ITSM007911 | Field access child role overrules field access of the parent role
| Tools > System > Administrator Console > Security > Access > Role Problem description: When a role gives entity access on one or more folders but not on root level and it has an included role that limits field access the field access setting of the included role will overrule the field access defined in the main role.
1. Tools > System > Administrator Console > Security > Access > Role Create role A give entity access to Service call, Incident and Work order on folder Internal
2. Tools > System > Administrator Console > Security > Access > Role Create role B and set field access for all fields of the three mentioned items to Hide
3. Include Role B in role A
4. Tools > System > Administrator Console > Security > Access > Application Account. Give user BARNS role A
5. Log in as user BARNS
Problem: user has no access to any field of Service call and Work order. Incident still works OK.
ITSM007922 | Allow SD Admin to have central control on "Automatic Refresh Interval" option
| Some end users have set Automatic Refresh Interval (option for clients) shorter than server session time out interval. The result is that client always stays in active state even it is actually idled for long time and the session will not be released on application server.
System will soon reach the max concurrent user license limitation though many of the clients are not in use. Service Desk app servers have to reboot to get the licenses to be released.
It is requested to allow Service Desk Admin to enable or disable function "Automatic Refresh" globally.
ITSM007969 | "Content-Description" in e-mail header causes body to be processes as attachment
| Service Desk > Inbound E-Mail "Content-Description" in e-mail header causes body to be processed as attachment How to reproduce: 1. Login as system account 2. Go to Administrator Console > System Panel > E-mail
Set corresponding Inbound E-Mail Setting.
3. Send a simply text E-mail which contains "Content-Description" in e-mail header to create a new Service Call.
4. Check the new created service call,
The problem occurs, the body of the e-mail is processed as attachment in service desk.
ITSM007973 | "You are not allowed to view this service call"
| Tools >System >Security >Access >Role Problem description: "You are not allowed to view this service call" How to reproduce: 1. Tools >System >Security >Access >Role Create a role that only has access to incidents, person and organization. No service call right.
2. Login with account that has that role.
3. Client > Incident Try to open an incident from a view. You will get the error:"You are not allowed to view this service call"
ITSM007981 | Client hangs when calculate planned time using the opening hours of workgroup
| Tools > System > System Panel > General Settings > Application tab Tools > System > Data > Codes > Workgroup > Openings Schedule Set the opening hours" is from Sunday 00:00 to any time of Saturday and from the time of Saturday to Sunday 00:00. When select the time for "Planned Finish" and calculated using the opening hours of "Assignment To workgroup", client hangs until memory is exhausted.
How to reproduce:
1. Tools > System > System Panel > General Settings > Application tab, Set "Planned Time Calculation Uses" to "Opening Hours Calendar Of Assigned Workgroup For All Items".
2. Tools > System > Data > Codes > Workgroup > Openings Schedule, modify the "24 by 7":
24 by 7=Sunday 00:00 - Saturday 23:30 / Saturday 23:30 - Sunday 00:00
3. Organization > Workgroup, create a new workgroup named "test" and set its "Opening Hours" to "24 by 7".
4. Service Desk > Service call, open any existing service call, set its "Assignment To workgroup" to "test" and select any time for "Planned Finish" in "Time/Cost" tab. Then the client hangs until memory is exhausted.
5. In fact, if one time point of "24 by 7" is Sunday 00:00 and another is any time of Saturday except Saturday 00:00, client will hang by running from step 1 to 4.
ITSM008009 | No way to select Audit log views for archiving other than default view
| Tools>System>System panel>Archive Problem description: Currently when archiving enhanced audit log, we can select only a default archiving view: "Audit log (Table)". We don't have possibility to customize that view in Tools > System > Presentation > Views or to create other views. The consequence is that we can't define a filter for archiving Audit log entries, and ALL audit log entries will be archived then removed.
How to reproduce:
1) Select Tools > system > System Panel > Archive Settings > "Views" tab.
2) Then for "Audit log" item, try to select an Archive view: only "Audit log" table view is available.
3) That view can't be customized in Tools > System > Presentation > Views.
ITSM008015 | Huge delay to relate user to SLA
| SLM > Service Level Agreement > Receivers tab > Persons > Relate If a SLA has related a lot of persons, it takes much time to open the advanced find dialog when click the button "Relate" to relate more persons. How to reproduce: 1. SLM > Service Level Agreement, create a SLA.
2. In Receivers tab, relate a lot of persons, for example 1000 persons.
3. Click the button "Relate", and then the advanced fine dialog pops up after long time.
ITSM008029 | Inbound E-mail can not update an existing service call.
| Tools > System > System Panel > E-mail Inbound E-mail can not update an existing service call anymore. How to reproduce: 1. Import a license with access to "HelpDesk" module only. 2. Tools > System > System Panel > E-mail
Set the Access Level of Update command to "Only existing Person with Account"
3. Set email address of "BARNS" to any valid email address, such as: barns@hp.com
4. Set Barns's role to Specialist only, make sure role Specialist has the permission to modify service call
5. Create a new Email:
Set the Email's From address to test@hp.com
Set the Email's Subject to "Update 20", 20 should be a valid service call ID
Set the Email's Body to "description=sample"
Send an Email to Service Desk server
6. Errors will be logged n the logserver.txt
The following error(s) occurred:
---------------------------------------------------
The given ID not found: 20
---------------------------------------------------
ITSM008047 | Unable to reschedule tasks
| Tools > System > Business logic > Scheduled Tasks Unable to reschedule scheduled tasks of obsolete server to current active server. How to reproduce: 1. Connect a client to application server A on machine A 2. Create a scheduled rule like
- when a service call is created/modified
- where status=registered
- schedule the rule 1 hour before deadline
- update data 'set Information to update by rule'
3. Create a service call where status is 'registered' and deadline contains a value in the future
4. Save the call and go to Tools > Business Logic > Scheduled tasks (press 'Refresh' (F5)). This should show the scheduled rule.
5. Close the client and stop application server A on machine A
6. Connect a client to application server B on machine B (which is connected to the same database user as app. server A was)
7. Go to Tools > System > Business Logic > Scheduled tasks
8. Select menu option 'Actions > Reschedule tasks ...'
9. A window pops-up which says 'Reschedule to Server '<machine B>''. Press <OK>
10. The following message appears: "No scheduled tasks assigned to down or obsolete servers found"
ITSM008058 | JDBC error 8114 while trying to save problem record
| Shortcut bar > Problem Can not save problem when creating a new problem. How to reproduce: 1. Open a new problem record in a demo DB on sql server. 2. Enter the description test and enter 0 in the deadline field.
3. Try to save the problem record.
An error message box will show, JDBC error 8114: [SQLSERVERMACHINE]Error converting data type nvarchar to numeric., SQL state: 01000 for query: INSERT INTO itsm_problems
ITSM008067 | Time is incorrect in BET time zone with wrong DST definition
| Time Zone > BET In 2005, the DST (Daylight saving time) definition of BET (Brazil) time zone is: DST ended on Sunday, February 20, 2005 at Midnight local daylight time DST started on Sunday, October 16, 2005 at Midnight local standard time It is different with the last year. Some dates which should be in DST are not in DST.
How to reproduce:
1. Select UTC+00:00 as the client time zone.
2. Service Desk > Service call, create a new service call named "SC" and set its "Planned Start" to February 19, 2005 which is in DST.
3. Select BET (UTC-03:00 DST) as the client time zone. And the field "Planned Start" of "SC" is calculated without using DST.
4. Select UTC+00:00 as the client time zone.
5. Set the "Planned start" of "SC" to October 17, 2005 which is in DST.
6. Select BET (UTC-03:00 DST) as the client time zone. And the field "Planned Start" of "SC" is calculated without using DST.
ITSM008072 | Cache update doesn't work when running servers on the same machine
| Cache When running application servers on the same machine, the cache was not synchronized among the servers. How to reproduce: 1.start 2 servers A and B on the same machine and make sure each server have their own cache folder 2.start a client A and connect to server A,and a web-api client B which connect to server B
3.now try to do some update in client A,(i.e. change some code)
4.run the api client B code and find the modified code was not reflected.
ITSM008073 | upgrade sp9 to sp15 results in error during upgrading to sp14
| Database upgrade Database upgrade might fail in certain cases when upgrading early service packs to service pack 14 or later. How to reproduce: 1. Use a earlier service pack and go to Tools>System>Administrator console>Data>Data Exchange>Import mapping
2. Click the ovowindowsservices import mapping and add a field mapping (Remark)
3. Close the client and server
4. Install the service pack
5. When upgrading the database, it will run into errors
ITSM008080 | Perl script 'mig_attachments.pl' for ITSM007474 is not part of Service Pack 16
| In Service Pack 16 (SDSK_00058) a new attachment folder structure is implemented; ITSM007474 - Attachment limitation encountered For this attachment migration a Perl script is provided that is also mentioned in the Service Pack 16 documentation;
Officially the file should be located in <service pack extraction folder>\doc\itsm007474\mig_attachments.pl, but it isn't.
ITSM008085 | Wrong get_ovo_attributes are deployed due to lack of options
| When running configure.sh script to configure get_ovo_attributes under HP-UX-B.11.11, hp OpenView Operations for Unix 7.x, Oracle 9i, and the script will deploy the wrong get_ovo_attributes bytes. It also happens when configuring on Solaris 5.9, hp OpenView Operations for Unix 7.x, Oracle 9i.
If running configure.sh script to configure get_ovo_attributes under HP-UX Itanium and other platforms do not in support list, an error message will show when hp OpenView Operations try to forward messages to Service Desk:
"cannot find /opt/OV/bin/OpC/extern_intf/get_ovo_attributes" while forwarding OVO events to SD.
[Workaround]
1.Pickup get_ovo_attributes from a folder matching the OVO system(OS name and version, OVO version, Oracle version) under /opt/OV/sd/ovo/get_ovo_attributes/
2.Copy it to /opt/OV/bin/OpC/extern_intf/ manually
3.Run command chmod to make it executable
For example:
For HP-UX-B.11.11, hp OpenView Operations for Unix 7.x, Oracle 9i:
Copy /opt/OV/sd/ovo/get_ovo_attributes/Dist-HP-UX-11.11_OVO7_ORA9/get_ovo_attributes to /opt/OV/bin/OpC/extern_intf/ after configuration.
For Solaris 5.9, hp OpenView Operations for Unix 7.x, Oracle 9i:
Copy /opt/OV/sd/ovo/get_ovo_attributes/Dist-SunOS-5.8_Release/get_ovo_attributes to /opt/OV/bin/OpC/extern_intf/ after configuration.
[Supported Platforms]
HP-UX-B.10.20
HP-UX-11.11 OVO7 + Oracle 8
HP-UX-11.11 OVO7 + Oracle 9
HP-UX-11.11 OVO8 + Oracle 9
HP-UX-B.11.00 OVO7 Oracle 8
HP-UX-B.11.11 OVO7 + Oracle 8
HP-UX-B.11.11 OVO7 + Oracle 9
HP-UX-B.11.11 OVO8 + Oracle 9
HP-UX-B.11.23 Itanium OVO8 + Oracle 10
SunOS-5.6
SunOS-5.7
SunOS-5.8
SunOS-5.9 OVO7
SunOS-5.9 OVO8
ITSM008086 | Generic Relations between different types of entities
| Generic Relations is a mechanism to associate two arbitrary items in Service Desk. For example, with Generic Relation you can establish relations between CI (Configuration Item) and Service Call Classification. Every generic relation has a generic relation type. The type defines the relation's name from item and to item. The type could have multiple relations under it, and those relations associates two specific items.
In general, system administrator predefines Generic Relation Types and relations created by normal user are restricted to these Generic Relation Types.
ITSM008087 | Generic Relation Groups for defining N to M relations
| Generic Relations are very practical for one to one relations between Service Desk items. For N to M relations with repeating groups, they are less practical because each relation has to be explicitly defined. Generic Relation Group is made to reduce the number of relations required.
Generic Relation group also has its group type. The group type classifies usage of different Generic Relation Groups and limit creation of relations.
ITSM008088 | UI rule action for limiting selection fields based on relations
| Enhancement required: add new UI Rule action "Limit field value range by relations" to Service Desk based on the Generic Relation feature. This functionality allows values of OVSD code type to be limited by generic relations defined between the Source Item and Target Item.
For example, in a Service Call, the available selection of Service Call Classification can be restricted by selected CI value base on the Generic Relations from CI to Service Call Classification.
ITSM008089 | Optimize role memory footprint
| Performance Roles takes quite a lot of memory, especially on server side. The reason is that all access permissions to all fields of all entities are stored explicitly. Memory footprint of roles should be reduced.
ITSM008090 | patching with SP15 on solaris changes /opt permissions to 777
| Patching with SP15 on Solaris changes /opt permissions to 777 How to reproduce: 1. Put sdserver-4.5.pkg under dir: /export/home/sd 2. Put sdserver-4.5-sp.pkg (SP15) under dir:/export/home/sd 3. Install Service Desk server component on Solaris machine
pkgadd -d /export/home/sd/sdserver-4.5.pkg (accept defaults)
4. ls -ld /opt (OK so far)
drwxr-xr-x 13 root other 512 Oct 25 15:28 /opt
5. Install SP15 server sp component (accept defaults)
pkgadd -d /export/home/sd/sdserver-4.5-sp.pkg (accept defaults)
6. ls -ld /opt (permissions are changed to 777)
drwxrwxrwx 13 root other 512 Oct 25 15:28 /opt
ITSM008092 | OVSDsync from SP16 creates different fields in OV_SD_OW_SERVICE table
| Problem description: The version of OVSDsync.exe delivered with ITSM006849 created table OV_SD_OW_SERVICE with fields "Path", "Description", "Caption" and "Host". The version delivered with Service Pack 16 creates the table with fields "Path", "Description", "SearchCode", "Host" and "Displayname". However, no new "win2003_ovowindowsservices.ini" file is delivered, which resulting in the sd_export failing with message "....Invalid column name "CAPTION"" from the SQL server ODBC driver.
ITSM008095 | number of loaded scheduled tasks reported multiple times in the server log
| Tools > System > Business logic > Scheduled Tasks Number of loaded scheduled tasks is not only printed to log file when Application Server starting up but also report several times in server log file. How to reproduce: 1. Tools > System > Business logic > Database Rules
Create 3 db rules for Service Call:
When service call is created or modified.
Where caller (was 3 different persons), Scheduled the validation 5 minutes after Registration; Create, Check the "execute only once" option.
Set status to on progress.
2. Trigger one of the rules and check if the task appears in the scheduled tasks.
3. Then reboot the server and trigger the other 2 rules.
4. Then the log file contains several same messages like: "<AppSrvRepository> no of scheduled tasks loaded for this server:" and it not only appears when server starts up.
*Note: When doing the same without run once it will not happen*
ITSM008113 | Service Desk client gdi object increase much
| When opening any service desk item and close the form choosing "No", Service Desk gdi object increase much. The fix for ITSM006402 causes this issue. In Service Pack 7, it increases about 7. And in service pack 12, it increases about 37. How to reproduce:
1. Open windows task manager and switch to processes tabpage. Make sure the "GDI objects" column is shown.
2. Open a new Configuration Item form, regardless of what kind of method user open it (Ctrl + N, right click and new, or client the new button on toolbar).
3. Close the form directly. (Choose NO when it ask user whether to save it)
Compare the GDI objects before/after above operation.
ITSM008201 | Request to support of Service Desk 4.5 on HPUX B.11.23 Itanium.
| In the Service Desk 4.5 Supported Platforms List on http://openview.hp.com/sso/ecare/getsupportdoc?docid=OV-EN007678 the Service Desk Application Server and Event Communicator (which consists of sd_event, Service Desk Event queuing, Service Desk Agent, Service Desk Rule Manager) is supported for HP-UX 11.00 and 11.11.
However we would like to request the support of Service Desk 4.5 on HPUX B.11.23 Itanium.
ITSM008208 | Event execution is very slow after installation Service Pack 15
| Event execution is very slow after upgrading to Service Pack 15. How to reproduce Tools > System > Business Logic > Service Call 1. Create thousands of schedule tasks on one server. How to create those scheduled Tasks? - Rule A: When service call is modified: where Priority (*) equals Low ; (Update Data) Priority set to Medium
- Rule B: When service call is modified: where Priority (*) equals Medium ; (Update Data) Priority set to Low
- Rule C: When service call is modified: where Priority (*) equals LowORMedium, Schedule the validation of this condition at 1 day 1 hour After Registration
(Command Exec Action) action1.
- Create a new Service Call with priority none, save it.
- Modify this Service Call to Low. Save and Close it.
- Watch the schedule tasks number by enter Tools>System>Business Logic>Schedule Tasks. Press F5 to refresh. Many schedule tasks will be seen.
- Block Rule A , B and C until schedule tasks reach thousands.
2. Trigger a new schedule task with execute once option, don't create the schedule with Rule C. Please notice the CPU load and Database load.
3. The Application Server CPU load is high and Db rule execution is slow.
4. Test it in sp14, CPU load and DB rule execution is faster than it in Service Pack 15.
Note: this also happens in service pack 12 and service pack 13.
ITSM008212 | SP16 agent behaviour change that was not obvious
| Service Desk Agent Since service pack 16, Service Desk Agent send alive message periodically (about 10 minutes), while its previous version only send this message on starting up. Each alive message results a record in Service Desk Server's log file. Periodical alive messages from multi Agent will lead to Server's log file increase too quickly. Additionally, the repeat interval is not configurable.
How to reproduce:
1. Start Service Desk Server.
2. Start Service Desk Agent.
3. Wait about 11 minutes, check there are 2 lines like following list in %SD_SERVERHOME%\log\logserver.txt
<Agent Manager> Agent on xxx detected
<Agent Manager> Agent on xxx detected
ITSM008250 | Error when creating change with a change template linked to work order template
| Change > new Change Error will pop up when saving a Change with template having several work orders. Those work orders related with predecessor or successor. How to reproduce 1. Tools > System > Security > Audit > Audit Rules > Work Order > Enable Predecessor and Successor option.
2. Tools > System > Data > Template > Change
Create a Change template named with "CH_A"; fill Work Orders field; create a work order template named with "WO_2"
Fill predecessor field of "WO_2" template; Create predecessor template named "To WO_2";
Fill predecessor field of "To WO_2"; create a work order template named "WO1"
Save all above templates
3. Create a Change with template "CH_A" and Save it.
4. An error will pop up as following:
JDBC error 1: ORA-00001: unique constraint (SERVICEDESK.WOR_PK) violated
, SQL state: 23000 for query: INSERT INTO itsm_workorders
( wor_cat_oid
,slc_wor_per_oid
,wor_cisupdated
,reg_created_by_oid
,reg_created
,wor_sta_oid
,wor_initiator_per_oid
,wor_cod_oid
,wor_tem_oid
,wor_attachment_exists
,wor_description
,wor_oid
,wor_id
,wor_cha_oid
,wor_lockseq
) VALUES ( ? ...
ITSM008264 | Performance drop in Overview Actions
| Action > Overview Action In SP16, the performance drops when opening an Overview Action. How to reproduce: 1. Create 10000 open (status not equals closed) service calls, don't use System as caller. 2. Create 1 open service call using System as caller and save.
3. Select "Open Calls for this Caller" from "Action" menu.
4. It takes much more time to display the result than previous service packs.
ITSM008267 | Readonly in Overview Action does not work
| Service Desk client > Actions Administrator Console > Business Logic > Actions > Overview Actions Since SP 16, view read only in Overview Action does not work. How to reproduce: Define an overview action and check "view read only". When the overview action is executed, the view is writable. User is able to delete / open item to modify.
ITSM008268 | Current selected item in table view and tree view changed after refresh
| Service Desk client Since SP 16, after refreshing a view, highlight record is not the one before refreshing. How to reproduce: Open one client, select one record (not the top one). After refreshing the view, it is found that the highlight record is changed.
ITSM008269 | Refresh Treeview result in refreshing twice.
| Service Desk client > View Since SP 16, when you try to refresh a tree view it causes refreshing twice. How to reproduce: Open one client. Define a tree view and use it. Enter F5 to refresh the view and found it was refreshed twice.
ITSM008270 | Error on CI required fields when opening a new Change
| Administrator Console > Security > Audit > Audit Rules When creating a new change, an error appears informing that: For CI the following fields are required: How to reproduce: 1. Add Audit Rules for relations between Change and Configuration Item, so in Administrator Console > Security > Audit > Audit Rules > Configuration Item check the checkbox 'Changes'. Likewise, in Admin Console > Security > Audit > Audit Rules > Change check the checkbox 'Configuration Items'.
2. Add an existing Configuration Item to the default Change Template
3. Specify a field that is not filled in the Configuration Item that related to the default Change Template as being a 'Required Field', say 'Remark' field
4. Create a new Change, fill in with all required field, then save it, an error message will show:
For CI the following fields are required:
Remark.
ITSM008272 | Service Pack 15 DataBase load increase
| Problem description: Database load increased much after upgraded to Service Pack 15. Many Database queries are added when opening a service desk item (for example, a service call). How to reproduce: 1. Open a service call from service desk client.
2. Use database monitor tool to watch the Database query executed for this action. Many queries are added compared to previous service packs.
Among them, three queries appears frequently which has "IS NULL" in where clause. They will not return any value but the "IS NULL" part will cause database full table scan and have very bad impact on database performance.
SELECT T1.ihw_oid AS C0
,T1.ihw_lockseq AS C1
FROM itsm_historylines_workgroup T1
WHERE T1.ihw_wog_oid IS NULL
SELECT T1.ahs_filename AS C0
,T1.ahs_basename AS C1
,T1.ahs_oid AS C2
,T1.ahs_lockseq AS C3
FROM rep_attachments T1
WHERE T1.ahs_att_oid IS NULL
SELECT T1.mem_per_oid AS C0
,T1.mem_oid AS C1
,T1.mem_lockseq AS C2
,T1.mem_wog_oid AS C3
FROM itsm_members T1
WHERE T1.mem_wog_oid IS NULL
When the database size is huge and amount of concurrent users is large enough, these additional Database queries will push database load to a very high level.
Note: the additional Database query are introduced by ITSM007777 "Enhance audit function for relations".
ITSM008285 | New cache file "workorderpredecessor.chc" grows very big
| Cache The size of this new cache file "workorderpredecessor.chc" grows very big and it takes long time to create a change. How to reproduce: 1) set up an environment with a lot of Predecessor/Successor work order relations, 2) Go to cache folder and found "workorderpredecessor.chc"grows big.
3) Create a new Change (with a template that contains work order predecessor), it will take longer time.
ITSM008533 | DB rule mixes the content of email when two mail or more is sent by the DB rule
| Administrator Console > Business Logic > Database Rules > Person Content of email is mixed when two or more emails are sent by the Database rule at the same time How to reproduce: 1. Create a custom filed named TestDate with Data type 2. Create a Person Database Rule as:
When person is created or modified
where Test Date (*) today, Schedule the validation of this condition at 1 minute After Test Date, Only execute once
send email (Send e-mail message) , Send to: xxx@hp.com, Subject: Test - [Name] - [E-mail], Message: [Name]
[Test Date]
[E-mail]
3. Select multiple persons and Update All their TestDate field to be today
4. The content of emails mixed with two person's information

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Defect Report | Description
SP18: |
ITSM006239 | Request to change the outage registration and availability calculation
| Workflow Service Desk used "Registration Time" till "Actual Finish" as unavailable period in SLA availability calculation. In some case, service call or incident is registered after actual work is done. This will result in negative unavailable duration and availability higher than 100%, which is meaningless.
The actual start and finish fields are designed to indicate actual start and finish of the work being done on an incident; it is request to create two more fields: start and finish of the outage, which should be used to indicate service unavailable period and calculate availability.
ITSM006267 | Wrong values for duration fields in templates when decimal symbol is a comma
| Tools > Options > Number formats tab Tools > System >Data > Templates > e.g. Service call How to reproduce: 1. Tools > Options > Number formats tab, set comma "," as Decimal symbol and dot "." as Grouping symbol. 2. Tools > System >Data > Templates > Service call, open a service call template.
3. Set values for the duration fields such as "Actual Duration", "Max. Duration" and "Planned Duration". The values are shown incorrectly.
4. Save the modification of the template and reopen it. The values are still wrong.
5. Example: 0.375 is seen as 0375 (acts like 375); it shows 9000:00. If there are a lot of decimals a large number is shown and the field is filled with the maximum possible value: 2147483647:00 (2Gb).
ITSM007673 | Printout from CI explorer view disregards filter
| File > Print If an Explorer View is printed, Service Desk prints all CIs and not only the CIs which are selected via the navigation pan (e.g. Location, CI Category, and CI Structure). How to reproduce: 1. File > Print Print an Explorer View, Service Desk prints all CIs and not only the CIs which are selected via the navigation pan (e.g. Location, CI Category, CI Structure).
In general, printing off Explorer / CI structure view takes very, very long and the results are not acceptable. For instance many pages are printed with no data, because even for "values" (e.g. location) in the navigation pan, which have no records related to them, are printed.
It is expected that if he selects e.g. a location, only the CIs for the location are printed. When trying to print from the CI structure view, Service Desk also prints all CI's.
ITSM007871 | Request to support Service Desk 4.5 with JRE 1.4.2.
| It is required that Service Desk 4.5 need to support java 1.4.2
ITSM008061 | Service call related to incomplete work order is not saved but ID is allocated
| Tools > System > Data > Template > Service call Service Desk > Service call When trying to save a service call that has related some work orders whose required fields are not filled, the service call is not saved without warning message, but ID is allocated to it.
How to reproduce:
1. Tools > System > Data > Template > Work order, create a new template named "WO" and some required fields is not filled.
2. Template > Service call, create a new template named "SC" and set "WO" as its work order.
3. Service Desk > Service call, create a new service call with the template "SC" and fill the necessary fields. In the "Work order" tab, there is a work order which template is "WO".
4. Save the service call. Then a work order form pops up and there is an error dialog. Cancel the work order.
5. The field "ID" is field in the service call form. But in fact, it is not saved without any warning information. And when close it, a dialog pops up to ask if save the service call. If no, it will not be saved and the ID allocated to the service call would not be used again.
ITSM008107 | Advanced Find does not allow date with ON operator
| Client > Advanced Find Issue with operator ON in advanced find (Advanced). No matter choose calendar date in calendar or enters it manually, user gets an error-message: "The date you have typed is invalid... Example: Short Date (29.10.2005)" How to reproduce:
1. In Germany operation system
2. Tools > Options > Date Formats Set short date style to dd.MM.yyyy
3. Open Advanced Find - Service Call - and add following find criteria to the list:
registration;created ON 13.10.2005 or choose the calendar to do so.
When choosing the date, the error will pop up.
ITSM008132 | Log monitoring information function improvement
| Service Desk Application Server status Some time a long executing action will cause delay of event queue processing. It will be better to know which action is causing the delay of the event queue. Log monitoring information function need an improvement to log more information about current executing action.
ITSM008133 | java.lang.nullpointerexception error message occurs when opening explore view
| Administrator Console > Security > Access > Role Shortcut bar > CMDB > Configuration Item Using Configuration Item's explorer view will result a java.lang.NullPointerException error message. How to reproduce: 1. Create a role 'TestRole' and let it have full access to Configuration Items in folder 'E-Go'. Open 'Advanced Item Access' dialog and relate all the available Configuration Item views to this role.
2. Create a new account 'TestAccount' having role 'TestRole'.
3. Login to Service Desk with 'TestAccount'
4. Browse configuration items with explorer view 'CI Structure (Explorer)'
5. A NullPointerException will occur.
ITSM008142 | Approval Votes have empty lines if selecting another template with same votes
| Create a new work order using a template with an approval vote, and then select another template which contains the same approver, an empty line is added in the approval votes. When try to save it, an error message pops up to require approver.
How to reproduce:
1. Tools > System > Data > Templates > Work order Create a new work order template named "WO1". Fill all required fields and add a person as its "Approval, Approval Votes".
2. Create another work order template named "WO2". Fill all required fields and add the same person in step 1 as its "Approval, Approval Votes".
3. File > Open, set "Work order with Approval" as the default form.
4. File > New > Work order; select the template "WO1" to create a new work order.
5. In the Approval tab of the work order form, the person is added in the "Approval Votes".
6. Select the template "WO2", and an empty line is added in the "Approval Votes".
7. After saving the work order an error message pops up:
For approval vote the following fields are required: approver.
Error messages/call stack:
For approval vote the following fields are required: approver.
ITSM008172 | Attachment is lost or missing after doing 'Check Attachments'
| Tools > System > Administrator Console > System Panel > Attachment Settings > Maintenance Attachment is lost or missing after doing 'Check Attachments' via Administrator Console How to reproduce: 1. Set up a FTP server on the same machine as Service Desk Application Server.
2. Tools > System > Administrator Console > System Panel > Attachment Settings > Maintenance Click Check.
3. The system has checked that there are some broken references.
4. A message "Do you want to delete the broken references" appear, click yes.
Attachments that still have references in FTP server are lost and can not get back any more.
This is only happened when FTP server is set up on Windows platform.
Error messages / call stack:
FTP-Error: 505 NNNNNNNNNNN The system cannot find the file specified
ITSM008197 | Error message pops up when adding history line in service pages
| Service Pages An error message "There are no changes to save" will pop up when trying to add a history line in service call/change/problem/work order via service pages. How to reproduce: 1. Start service pages and login 2. Go to Service call, open an existing service call and add a history line to it.
3. Save it and a message box will display saying "There are no changes to save"
ITSM008255 | Request to support Service Desk 4.5 Service Pages with Tomcat 5.0
| We are implementeng a new tomacat version in our environment. It is required to support Service Desk 4.5 Service Pages with Tomcat 5.0
ITSM008291 | Change layout of currently opened form based on selected values in the form
| In Service Pack, the form for each item type in Service Desk had a fixed layout. As a consequence, a form often contained many fields that were only used under specific circumstances. For example, some fields are only used when the item has a certain status, while other fields are only used when the item is in a given category. Even though an item may never be put in a state where those fields would need to have a value, they had to be put on the form anyway, simply for the reason that the item could potentially be put in such a state.
With many fields on a form, the likelihood of input in the wrong field increases: when there are many fields to choose from, it is very well possible that one field is mistaken for another. With many fields on a form, it is also likely that fields are overlooked, causing them to remain unused.
It is request to implement a new feature of Service Desk that make it possible to change the layout of the currently opened form based on values selected in the form. It allows the administrator to make fields visible only within the context in which they are needed, and not anywhere else.
ITSM008292 | Unlimited custom fields
| At this time, Service Desk already contains a fair number of custom fields, but whatever number of custom fields is chosen, customers are always able to present valid use cases for the introduction of even more custom fields. Service Desk offered fixed number of custom fields that can be reconfigured for a specific use; it is request to allow Service Desk administrators to be able to add custom fields without intervention of Service Desk.
ITSM008306 | Import of existing blocked item creates a new instance of the same item
| Import of existing blocked item creates a new instance of the same item Tools > System > Data > Data Exchange When running an import of persons which already exists in the database, import process will not report that there are no changes to be saved. This is incorrect.
How to reproduce:
1. Go to Tools > System > Data > Data Exchange
2. Export the person from database to an xml file
3. Go to Client > Person, choose one person (i.e. A) and block it.
4. Import the person with the xml file generated in step 2, set search code, email as unique key in import mapping
5. Execute the import and find a new record is created although it is already existed in database.
ITSM008324 | NullPointerException when adding System Action "Create Service Call" in UI Rule.
| Administrator Console > Business Logic > UI Rules NullPointerException occurs when adding System Action "Create Service Call" in UI Rule. How to reproduce: 1. Administrator Console > Business Logic > UI Rules Create an UI Rule for an incident: When a value has changed
where Status (*) equals Closed
2. Add System action, choose "Create Service call - copy values from current item", and click OK.
Expected Behavior: No Exceptions.
Actual Behavior: NullPointerException occur
ITSM008325 | Refresh after un-group in custom field view, columns lost
| Refresh Refresh after un-group in custom field view, columns lost How to reproduce: 1. Administrator Console > Data > Custom fields 2. Un-group 'item' and 'validation type'
3. Press F5 to refresh the view
Expected Behavior:
Columns should not be lost
Actual Behavior:
Column 'Item' and 'Validation type' lost.
Only giving client a restart could restore the columns.
ITSM008332 | More than one event can be defined for one Database Rule or UI Rule
| It is request to provide possibility to define one single Database Rule (or UI Rule) that triggers for more than one event (such as when item is created and when item is deleted for Database Rule). Hence, rules with same conditions and actions can be combined into one which is easier to use.
ITSM008350 | Approval mails are not filled with expected data
| Approval e-mail is not filled with all data. The values of item (e.g. [Approval;Description], [Approval;Deadline] are not appearing in the actual mail. How to reproduce: 1. Open a Service call, go to Approval panel 2. Fill in Description and Deadline filed and set an approver
3. Check the approver's received e-mail, both of Approval Description and Approval Deadline are empty.
ITSM008352 | Grouping symbol in ID is send with approval e-mail
| Tools > Options Grouping symbol in ID is send with approval e-mail How to reproduce: 1. Tools > Options > Number formats, set a grouping symbol for numbers. 2. Tools > Options > Advanced, turn on "send me e-mail when I need to approve an item"
3. Make an approval task for a Service call then check received e-mail, the ID in URL is formatted with grouping symbol:
http://yourSPwebserver.domain.com/sd-sp45/Approval.jsp?vServicecall=1,43
ITSM008378 | Creating codes in batch via web-api results in socket connection error
| web-api Creating codes in batch via web-api failed with connections errors. How to reproduce: Running a web-api application to create large number of codes (i.e. 100 folders), the following error message returns from server. server error message:
Error creating connection to: localhost on port:30998
Nested exception is:
java.net.SocketException: No buffer space available (maximum connections
reached?): JVM_Bind
web-api program error message:
Failed to open connection to service desk repository.
Io Exception: The Network Adapter could not establish the connection failed
ITSM008386 | Changes made to template requires application server to restart to take effect
| Administrator Console > Data > Templates Changes made to template requires application server to restart to take effect. How to reproduce: 1. Login in as system administrator 2. Modify a service call template and change one of the values (i.e. description)
3. Log off and log in as another user.
4. Create a service call with the modified template; the changes will not take effect until user restart the application server.

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Defect Report | Description
SP19: |
ITSM004670 | Unable to open items in a view by double-clicking them
| Service Desk > View Unable to open items in a view by double-clicking them How to reproduce: 1. On the OS (NT in this case): go to Start > Settings > Control Panel > Display > Tab Setting > Field: Font size select large fonts. 2. Go to a service desk view and make sure user has enough records in current view to fill the complete screen.
3. Records at the bottom of the screen can not be opened by double clicking.
Ctrl+O and right mouse click open in the pop-up menu do work correctly.
ITSM005555 | Read-only fields are not copied when copying one item to another (e.g. SC to WO)
| Shortcut Bar > e.g. Service call Read-only fields are not copied when copying one item to another (e.g. SC to WO) How to reproduce: 1. Tools > System > Security > Access > Role Choose a user with a role with View, New & Modify rights for the entities you want to copy from and copy to. E.g. Service calls and Work orders.
2. Set View rights for the fields you want to copy from; e.g. Description field of Service calls. Be sure the Copy Fields settings (Tools > System > Data > Copy Fields) are set properly and the used Templates (Tools > System > Data > Templates) do not fill in the fields automatically.
3. Now, when this user (with view right on the Description field of Service call) uses the copy-paste functionality to copy a Service call into a Work order (on which the user has write rights on all the fields) the Description field is not copied along.
If a person has view rights on a field, and therefore can use copy-paste on this field separately, it should be copied when copying the entire Service call also.
ITSM006513 | Request to support Service Desk 4.5 clients on Windows 2003
| Scenario: Customer is in the process of purchasing/imaging their PCs before installing Service Desk 4.5 clients. Required Please add support for Service Desk 4.5 clients on Windows 2003
ITSM007064 | 64k fields can't be selected in E-mail template or send email action in DB rules
| Tools > System > Business Logic > Database Rules Tools > System > System Panel > E-mail > E-mail Templates 64k fields can't be selected in E-mail template or send email action in Database rules How to reproduce: 1. Login as system account
2. Administrator Console > Data > Custom Fields, enable a Text 64K field for service call. Then drag the text64k field to form "Service call"
3. Administrator Console > System Panel > E-mail > E-mail Templates
Administrator Console > Business Logic > Database Rules > Service call
The field cannot be selected in the Send E-mail Message dialog when configuring a send email action in a database rule.
The field does not appear in the list of available fields that appears when the field button is pressed when the curser is in the Body or Subject fields.
This is also true when trying to insert the 64k field in an E-mail template.
ITSM007175 | Request to support save action triggered by UI Rule
| Scenario: Customer is using a certain Custom Field as button on their service call form. And they made a UI rule so that a specific action can be done once they click the button (updating a text field for instance). But they also want to save the changed information in the service call form as an additional action of that rule when they click the button.
Required:
UI Rule can trigger an action to save data.
ITSM007493 | Undesired popup window using sd_event command line tool on windows
| sd_event Using sd_event command line tool on windows cause undesired popup window. How to reproduce: 1. Run following command on windows: sd_event -l mylog.log -a system/servicedesk -s myapp.server.com -x external_event -c incident -m insert -v event_id=123 description=test
A message box will popup without information.
ITSM007591 | sd_event does not ignore a blocked CI or Person record when searchcode is too l
| Tools > Options > hp OpenView service desk > System Panel > General Settings Tools > Options > hp OpenView service desk > Data > Data Exchange > Import Mapping Tools > Options > hp OpenView service desk > Presentation > Forms > Configuration Item
sd_event does not ignore a blocked CI or Person record when there are 2 ci's with the same search code. One is active and one is blocked. In Service Desk 4.0, if there were duplicate CI or Person records, the blocked record was not available for sd_event to process. In Service Desk 4.5, sd_event simply reports the following error: More than one item found, even though one is blocked.
This occurs when setting the import mapping of CI field to refer to the SearchCode.
When import mapping of CI field to refer to the nothing, a long search code with more than 18 characters such as 'IIM1-DESK-MOVE-REQUEST', will be truncated by sd_event to be ''IIM1-DESK-MOVE-REQ', this cause the search code is invalid in service desk.
How to reproduce:
1. Tools > Options > hp OpenView service desk > System Panel > General Settings > Application, uncheck the box 'Unique Search Code For CI'.
2. Tools > Options > hp OpenView service desk > Data > Data Exchange > Import Mapping > external_event, modify ci's field mapping to Search code
3. Tools > Options > hp OpenView service desk > Presentation > Forms > Configuration Item, set the field Blocked to be visible in form 'Configuration Item'.
4. Create two CI with same search codes, like 'IIM1-DESK-MOVE-REQUEST'. Set one of them blocked.
5. Run sd_event: sd_event.exe -f sd_event.ini -v event_id=128691 ci=IIM1-DESK-MOVE-REQUEST description=test
6. In the logserver.txt, there will be an error: More than one item found.
7. An incident is created while its configuration item field is empty.
1. Tools > Options > hp OpenView service desk > System Panel > General Settings > Application, uncheck the box 'Unique Search Code For CI'.
2. Tools > Options > hp OpenView service desk > Data > Data Exchange > Import Mapping > external_event, modify ci's field mapping to empty
3. Tools > Options > hp OpenView service desk > Presentation > Forms > Configuration Item, set the field Blocked to be visible in form 'Configuration Item'.
4. Create two CI with same search codes, like 'IIM1-DESK-MOVE-REQUEST'. Set one of them blocked.
5. Run sd_event: sd_event.exe -f sd_event.ini -v event_id=128692 ci=IIM1-DESK-MOVE-REQUEST description=test
6. In the logserver.txt, there will be an error: No item found with this Search code. Please enter an existing Search code.
7. An incident is created while its configuration item field is empty.
ITSM008012 | Related Entities Custom Code Fields are not exported to Excel...
| Tools > System > Administrator Console > hpOVsd > Data > Custom Fields > Change Tools > System > Administrator Console > hpOVsd > Data > Codes Tools > System > Administrator Console > hpOVsd > Presentation > Forms > Change Related Entities Custom Code Fields are not exported to Excel
How to reproduce:
1. Create a Change code custom field TestingCode
2. Create two codes for TestingCode, TC1 and TC2
3. Make TestingCode available on Change's default form "Change"
4. Open an existing Change; give field TestingCode a value (e.g. TC2)
5. Open an existing Work order, relate the above Change to it
6. Switch to the Work order view
7. View > Current View > Customize Current View > View Summary > Fields
Add "Change TestingCode" from "Available fields" to "Shown fields"
8. File > Export > To a file > Microsoft Excel
Export current view to an excel file
9. Open the excel file, the custom field TestingCode does not appear in the excel file.
View > Current View > Customize Current View > View Summary > Fields
The Change Code Custom Field is placed under Work Order and other Change Custom Fields "normally" under Change.
ITSM008106 | some html/rich text incoming emails are accepted and others are missing body
| Service Desk > Inbound Mail Some html/rich text incoming emails are accepted and others are missing body. How to reproduce: 1. Logon as system account 2. Go to Administrator Console > System Panel > E-mail set inbound mail settings.
3. Send an inbound mail with following similar header to service desk application server
Content-Type: multipart/related;boundary="----_=_NextPart_001_01C5B38F.A5CF937C";type="multipart/alternative"
4. Check the content of the new created service call.
ITSM008144 | active sessions of webconsole users get multiplicated
| Administrator Console > Security > Audit > Logged on users One active WebConsole user session will appear multiple times in Logged on users view. How to reproduce: 1. Setup two Service Desk application servers, both connect to the same database repository, enable the "join multiple servers" option.
2. Setup two WebCosole servers, each connects to a different Service Desk application server
3. Logon to one Service Desk application server using system account, monitor logged on users records
4. Logon to the each WebConsole server with two different accounts
5. Do some random operations, such as selecting a view, open an entity
6. Monitor the records in logged on users, at some time, one active WebConsole user session will appear multiple times
ITSM008281 | "F5", the focus is moved to the 1st category of the explore view
| After pressing "F5" to refresh explorer view, the focus will be moved to the 1st category of the explore view. How to reproduce: 1. Open an explorer view such as Service Calls By Status (Explorer) 2. Put the focus on the closed status and Hit F5
3. The focus changes to the first one on the list - registered.
ITSM008298 | Save dialog box for Configuration Item is not showing all the required fields.
| Menu > File > New > Service call When saving a new Configuration Item whose required fields are not filled in yet, an error dialog will be presented with "For Configuration Item the following fields are required:" but without the name of all the required fields. Some of the required fields are visible, some are not visible.
This is not happening for any other item type except for Configuration Item.
How to reproduce:
1. Create a Configuration Item and leave all its fields empty
2. When saving the Configuration Item, an error dialog will popup with following message:
For configuration item the following fields are required:
Search code,
The 'Status' required field's name is not visible.
ITSM008299 | sd_refreshanalyzeddata.bat doesn't take "Last Data Refresh" date into account
| Analyzed data refresh "Last Analyzed Data Refresh date" hasn't been updated after running sd_refreshanalyzeddata.bat. How to reproduce: 1. Start application server 2. Go to <client_install>\bin directory, run sd_refreshanalyzeddata.bat without parameters.
3. Run the script again and user can see that sd_refreshanalyzeddata.bat is refreshing all the data, which is not correct. The "Last Analyzed Data Refresh date" hasn't been changed to last date running the script.
ITSM008311 | changes due to ITSM7591 prevents ticket creation via sd_event
| sd_event Incident will not be created when using sd_event command with description field longer than 80 characters. How to reproduce: 1. Using following command to create an incident: sd_event.exe -f sd_event.ini -v event_id=123 description=12345678901234567890123456789012345678901234567890123456789012345678901234567890a
sd_event_error.log shows the error:
SERVER_RESPONSE=ERROR: For incident the following fields are required: description.
Before Service Pack 16, an incident will be created successfully, and its description field is truncated to 80 characters.
ITSM008320 | Concurrent user is imported as named user during Aces import
| Tools > System > Data > Aces When importing a Service Desk concurrent user Account via ACES, the account is showed as a named user account. How to reproduce: 1. Go to Tools > System > Security > Application account, create an Application Account 'test' and set it as 'concurrent user'
2. Go to Data > Aces, create an ACES view and group to export the Application account 'test'.
3. After the export, delete the 'test' user
4. Do an ACES import with the xml created before to import the 'test' account
5. Now check the new imported "test" account, the radio box shows that it is a named user and check the database to find both 'acc_concurrentuser' and 'acc_nameduser' are set to 1
ITSM008334 | Not possible to select identical named compound field from a related item
| Tools > System > Business Logic > Database Rules Behaviors aren't consistent when create DB rule. How to reproduce 1. Tools > System > Business Logic > Database Rules > Problems 2. Create Database rule
- When Problem is created or modified
- Condition with random construction
- Action: Update Data
- Check "Select a related items?" and select "Related Service call(s)" ; Fields equals Configuration Item ; active set value dialog ;
- leave check of "Use related items values" as empty.
3. The Attribute filed on set value dialog is gray. That means the filed cannot be selected.
4. But it can be selected if Fields equals Caller during step 2. 4.
5. The behaviors are inconsistent with some fields.
ITSM008339 | Approval vote via service pages does not use language and timezone changes
| Tools > Option Approval vote via service pages does not use language and time zone settings selected when logging in via the service pages. How to reproduce: 1. Have the "Send me e-mail if I need to approve an item" checkbox checked in the Option dialog.
2. Create an approval for a service call.
3. After receiving the approval e-mail, click on the link in the e-mail like: http://yourSPwebserver.domain.com/sd-sp45/Approval.jsp?vServicecall=30
4. Login and choose different time zone and language settings with the language setting on application server's operation system
5. On the next page, the information shows in the language of application server's operation system, not the time zone and language chosen just now.
ITSM008354 | GUI shows db-values to be reloaded after F5, but they are not, it seems.
| Administrator Console > Business Logic > UI Rules > Service call Field is cleared after refresh (F5) data form. How to reproduce: Case 1: 1. Create a new Service call, fill the Assignment to Workgroup field, save and close it
2. Create a Service call UI rule:
Before an Item is saved
where Assignment; To Workgroup (*) is empty
Action: User Notification Message
Severity: Error
Message: You have tried to save a call without populating Assigned to Workgroup. Please press OK and add a Workgroup before you save.
3. Open the previously created Service call, empty the Assignment to Workgroup field, press 'Save and Close'
4. A User Notification dialog will show, press OK to continue
5. Press F5 to reload values from database, Assignment to Workgroup field will be filled with the original value
6. Press 'Save and Close' to close the Service call
7. Reopen the Service call, the Assignment to Workgroup field is empty
Case 2:
1. Create a new Service call, fill the Assignment to Workgroup field, save and close it
2. Administrator Console > Security > Prevention > Required fields > Assignment, set 'To Workgroup' to be 'Always required'
3. Open the previously created Service call, empty the Assignment to Workgroup field, press 'Save and Close'
4. A system message box will show: For Assignment the following fields are required..., press OK to acknowledge
5. Press F5 to reload values from database, Assignment to Workgroup field will be filled with the original value
6. Press 'Save and Close'
7. A system message box will show: For Assignment the following fields are required...
Now the Service call can not be saved even the Assignment to Workgroup field is entered a value manually
ITSM008359 | DB rule doesn't work when using related item and concatenate function
| Administrator Console > Business Logic > Database Rules Database Rule doesn't work when using related item and concatenate function How to reproduce: 1. Tools > System > Administrator Console > Data > Custom fields > Service Call. Select "Sc. Text 1" and make it active.
2. Administrator Console > Presentation > Forms > Service Call > Service Call.
Add "Sc. Text 1" to the form.
3. Administrator Console > Business logic > Database Rules > Problem.
Create a new Database Rule of Problem with:
Apply this rule: When Problem is created and modified.
Condition: could be empty.
Action:
- Select 'Update Data'
- Check 'Select a related item?' checkbox
- Select 'Related Service Call(s)'
- Select 'Sc. Text 1' as Field.
- Select 'value': 'Function' = 'Concatenate'
- Select 'value': 'Attribute' = 'Sc. Text 1'
- Click 'OK'
- Uncheck 'Use related item values'
- 'With': 'Attribute' = 'ID'
- Click 'OK'
- Click 'OK'
4. Service Desk Client > Shortcut bar > Service Call. Create a Service Call and then save it.
5. Service Desk Client > Shortcut bar > Problem. Create a problem and relate the service call created in step 4. Save the Problem.
6. Re-open this Problem and modify anything then save it.
7. Open the related Service Call. The 'Sc. Text 1' field is not changed.
This is caused by the step under 3. - Uncheck 'Use related item values' if re-checking this box the error is gone however now the concatenation is not using the problem ID but the service call ID in the concatenation. The real problem is that this checkbox applies to all fields in the function where you should be able to select per field what item it belongs to.
ITSM008360 | "Update All" using "make empty" does not work for CIs
| Service Desk > Update All "Update All" using "make empty" does not work for CI Status; but update all for other fields e. g. category works. Open a single CI and changing the status works as well. Error messages / call stack: "You are not allowed to view this ci status or this may have been deleted by another user."
How to reproduce:
1. Administrator Console > Security > Prevention > Required Fields > Configuration Item Set 'Status' as a 'Never required Field'
2. Service Desk > Configuration Item Make sure CI can be created with having an entry for 'Status'.
3. In a CI table view, choose several CI records and right click them. Now, executing 'update all' and pop up window will be displayed.
4. Double click on 'Status' and selecting 'make empty'.
5. Clicking 'OK', results in being accepted by Service Desk and 'make empty' is taken into field.
6. Now, clicking on 'OK', the error message is displayed and nothing is changed or updated.
ITSM008366 | fields added to email templates not saved
| Administrator Console > System Panel > E-mail Changes made by adding fields to E-mail template's Subject or Body part are not saved. How to reproduce: 1. Administrator Console > System Panel > E-mail > E-mail Templates, select any template to modify
2. Add a field to the Subject or Body part of the template
3. Save and Close
4. Reopen the same template, changes are not saved
ITSM008367 | It is possible to have a template related to the Auditor role.
| Administrator Console > Security > Access > Role It is possible to have a template related to the Auditor role. Manual unrelated is not available. How to reproduce: 1. Administrator Console > Security > Access > Application Account Create a user and assign role of System Administrator and Auditor to this user.
2. Administrator Console > Data > Templates > Change log in as the newly created user, add new change template named 'test'.
3. Save and close.
4. Open the Auditor role.
4. Click on Change and press Advanced button
6. In Templates tab page you can see that newly created template 'test' is there.
ITSM008383 | java.lang.NullPointerException when opening attachments.
| Service Desk > Attachment Some customers got java.lang.NullPointerException when trying to open attachments. Error messages / call stack :java.lang.NullPointerException at com/hp/ftpclient/FtpResponseFactory.get_response at com/hp/ftpclient/FtpClient.close
at com/hp/ifc/attachments/ftp/FTP$AttachmentServerFTP.close
at com/hp/idk/rep/AttachedItem.getFileFromAttachmentServer
at com/hp/idk/rep/AttachedItem.getFileFromAttachmentServer
at com/hp/idk/rep/AttachedItem.getFileFromAttachmentServer
at com/hp/ifc/ui/fld/AppAttachmentField.getFileName
at com/hp/ifc/ui/fld/AppAttachmentField.openAttachment
at com/ms/wfc/core/EventHandler.invoke
at com/ms/wfc/ui/ListView.onItemActivate
at com/ms/wfc/ui/ListView.wmNotify
at com/ms/wfc/ui/ListView.wndProc
at com/ms/wfc/ui/Control$ControlWindow.wndProc
at com/ms/wfc/app/Window.callback
at com/ms/wfc/win32/Windows.SendMessage
at com/ms/wfc/ui/Control.sendMessage
at com/ms/wfc/ui/Control.reflectMessage
at com/ms/wfc/ui/Control.wmNotify
at com/ms/wfc/ui/Control.wndProc
at com/ms/wfc/ui/Form.wndProc
at com/ms/wfc/app/Application$ParkingForm.wndProc
at com/ms/wfc/ui/Control$ControlWindow.wndProc
at com/ms/wfc/app/Window.callback
at com/ms/wfc/win32/Windows.CallWindowProc
at com/ms/wfc/app/Window.defWndProc
at com/ms/wfc/ui/Control$ControlWindow.defWndProc
at com/ms/wfc/ui/Control.defWndProc
at com/ms/wfc/ui/ListView.wmMouseDown
at com/ms/wfc/ui/ListView.wndProc
at com/ms/wfc/ui/Control$ControlWindow.wndProc
at com/ms/wfc/app/Window.callback
at com/ms/wfc/win32/Windows.DispatchMessage
at com/ms/wfc/app/Application$ThreadContext.runMessageLoop
at com/ms/wfc/app/Application.run
at com/hp/ifc/ui/AppConsole.main
ITSM008387 | Initiator of Service Call can change approver's name after approval
| Service call Approval After an approver has approved an item, the approval initiator can change the approver's entry to another one, but the approval vote will not be reset.. An approver can be replaced by a new entry, although the new approver did not approve that item.
ITSM008390 | Updating service call with information field in view permission failed
| Service Pages > Service call Updating service call with information field in view permission failed in Service Pages. How to reproduce: 1. Tools > System > Security > Access > Role, create a role having modify rights and create rights for service calls. Click advanced, set information field in view permission.
2. Link this role (as the only role) to an application account.
3. Login with this account to service pages.
4. Update a service call and submit, a popup will display without any messages, and the update fails.
ITSM008405 | Error message displays when exporting view to HTML as a Bordered Table.
| File > Export > To the web Attempting to export to HTML as a Bordered Table results in "Style Sheet Does Not Exist" message. How to reproduce: 1. Open Service Desk client, go to any item (i.e. Change). 2. File > Export > To the Web, choose HTML radio button and select "Bordered Table" in XSL Style Sheet.
3. Click next button and an error message displays "The style sheet does not exist"
ITSM008412 | Advanced Find doesn't work after relating a blocked CI to a work order.
| Advanced find When relating a "blocked" CI to a work order, a severe error message "Query Builder got Unknown attribute 21 in where clause, check mapping for OID on Top Entity" pops up after the normal warning message about the CI not accessible because it was deleted by someone else and also causes client to lock up. User must restart client.
How to reproduce:
1. Go to Client > CMDB > Configuration Item, select any configuration, e.g. a CI namely A and block it.
2. Go to Client > Work order, create a new Work Order and go to CI tab
3. Click the relate button and an advanced find window will pop up. Go to the Advanced page, and set the criteria to find the blocked CI.
4. Select the CI and an error message box displays saying: You are not allowed to view this configuration item or this may have been deleted by another user.
5. This is correct, click OK, and then click relate button again, in the advanced find box, click "search now", an error message
"Query Builder got unknown attribute 21 in where clause. Check mapping for OID on TopEntity." shows up.
ITSM008419 | Add additional custom fields
| Requirement for the following additional custom fields: - 20 Code fields for Service. - 10 Code fields for Service Call. - 10 Code fields for Work Order. - 10 Code fields for Configuration Item.
ITSM008420 | Request to use CLOB datatype for String 4k and String 64k field
| Service Desk client > short cut bar > Service call Scenario 1: Inputting data over 4000 bytes to 4000 field (e.g., Service call Information, History Line Information) will cause JDBC error: JDBC error 1461: ORA-01461: can bind a LONG value only for insert into a LONG column
How to reproduce:
Case 1: Inputting data in GUI.
1. Service Desk client > short cut bar > Service call. Create a new Service call.
2. Input 4000 double-bytes characters (e.g., Chinese characters or Japanese characters) into Information field.
3. Fill other mandatory fields of Service call.
4. Menu > File > Save.
5. An error message box will pops-up with following message:
JDBC error 1461: ORA-01461: can bind a LONG value
Only for insert into a LONG column
...
Case 2: Input data by inbound Email.
1. Tools > System > Administrator Console > System Panel > Email. Configure inbound email for creating new Service call by inbound email.
2. Send an inbound email to Service Desk to create a new Service call. The body of email should contain over 4000 bytes characters.
3. A response of email will be received with following error message:
The E-mail you sent has not resulted in the registration or update of a Service call.
-
The following error(s) occurred:
---------------------------------------------------
JDBC error 1461: ORA-01461: can bind a LONG value only for insert into a LONG column...
Requirement 1:
Allow user to use CLOB datatype in Oracle for String 4000 field
Scenario 2:
Currently Service Desk used LONG datatype for storing String 64k field in Oracle. Oracle database does not support data replication of LONG datatype.
Requirement 2:
Allow user to use CLOB datatype in Oracle for String 64k field
ITSM008421 | Support SQL Server 2005 for OVSD 4.5
| Scenario: Customers are moving to the latest version of the SQL-Server database Required Please add support for SQL-Server 2005 for Service Desk 4.5
ITSM008422 | Support Oracle 10G R2
| Scenario: Customers are moving to the latest version of the Oracle database Required Please add support for Oracle 10G R2 for Service Desk 4.5
ITSM008424 | Request to support complex filter condition
| It is required to define complex filter condition using "OR" and "Negate" compounds in advanced find and view filter which is similar to Rule condition.
ITSM008425 | Request for email enhancements (client email and history preservation)
| Enhancement in the following features: A new authorizable Item "E-mail" is added in Service Desk. For supporting to send E-mail in service call, a new attribute "E-mails" has been added in Service Call. 1. Send E-mail in Service call 1). Send "Reply to All" E-mail by System Action
2). Send "Reply" E-mail by System Action
3). Send "Forward" E-mail by System Action
4). Manually sending an E-mail
2. Additional E-mailing features:
1). Auditing of E-mail removal
2). All incoming and outcoming E-mails can be stored in service call.
3). Recognition of contained E-mail commands
4). Initiation of Field values with the "New" E-mail command
ITSM008464 | JDBC error 547 when creating change with multiple workorders
| File > New > Change > Choose Template JDBC error 547 reported on logserver.txt when creating change which contains multiple work orders. How to reproduce: 1. File > New > Change > Choose Template, choose template "New Employee" to create a new Change
2. Go to Work orders pane, select several Work orders, select "Update All" from popup menu
3. Update any of the field
4. In the logserver.txt, an error reported:
Friday, 10/03/2006 14:17:32 <Data Access> JDBC error 547: [WHITEORG]INSERT statement conflicted with COLUMN FOREIGN KEY constraint 'WOR_CHA_OID_FK'. The conflict occurred in database 'DEMO', table 'ITSM_CHANGES', column 'CHA_OID'., SQL state: 23000 for query: INSERT INTO itsm_workorders
( wor_maximumduration
,wor_attachment_exists
,slc_wor_per_oid
,wor_tem_oid
,wor_cha_oid
,wor_oid
,reg_created_by_oid
,reg_created
,wor_deadline
,wor_sta_oid
,wor_cisupdated
,wor_cat_oid
,wor_poo_oid
,wor_description
,wor_id
,wor_cod_oid
,ass_wog_from_oid
,ass_assignstatus
,ass_per_from_oid
,ass_workgroup
,wor_lockseq
) VALUES ( ?
,0
,?
,?
,?
,?
,?
, CONVERT(DATETIME,?,120)
, CONVERT(DATETIME,?,120)
,?
,0
,?
,?
,?
,?
,?
,?
,?
,?
,?
,?)
Values:
14.999845185186132
281781156779213
281623039777492
281781203506415
281781203506499
1
2006/3/10 6:17:13
2006/3/25 6:17:0
281478266290605
281478266224750
281518766229816
08 - Transfer to stock the user's workstation
1303241
633318698189791
281511586367686
3095986178
281781156779213
281551530888117
ITSM008469 | Template name in a form is either unknown or incorrect
| Service Call or other item > Open record > Command bar > Template Open a record in Service Desk, the list box within toolbar should display the template name used to create the record. But in service pack18, the name is either unknown or incorrect.
How to reproduce:
1. Open a form for an exiting Service Desk item (Service call, incident, problem...), the list box within toolbar which gives the template name used at record creation, either doesn't show any template name or the template name displayed can be incorrect.
2. Create a new record with a specific template, and reopen the previous records of same item type, then they will all display that template latest used.
3. Restart the client, so clearing client memory cache and therefore when the forms opened the template name will display again a blank template name until a new record is created.
ITSM008470 | Support of Service Desk 4.5 on Windows Server 2003 R2 Enterprise Edition(32bits)
| Scenario: Customers are moving to Windows Server 2003 R2. Required Please add support of Service Desk 4.5 on Windows Server 2003 R2 Enterprise Edition (32bits)
ITSM008485 | Creating a new field in sp18 causes the generate database views to fail
| Administrator Console > System Panel > Report Setting > (Re) generate database views for reporting... Creating a new field in sp18 causes the generate database view to fail How to reproduce 1. Administrator Console > Data > Custom Fields > Work order, create a new custom field.
2. Administrator Console > System Panel > Report Setting > (Re) generate database views for reporting..., regenerate the views.
3. Try to access the view 'v_workorder' on the database, you get this error message:
Server: Msg 208, Level 16, State 1, Procedure v_workorder, Line 2
Invalid object name 'itsm_wor_cft001'.
4. The new database table(s) created is being created under the "servicedesk" schema, instead of the "dbo" schema.
ITSM008488 | /opt/OV Symbolic Link was removed after service package installation on Solaris
| /opt/OV is a symbolic link before service pack installation, but the link is removed after service pack installation on Solaris platform. How to reproduce: 1. Install Service Desk (sdserver-4.5.pkg) 2. ovstop (if ovo started) 3. mv /opt/OV /opt/OV.org
4. ln -s /opt/OV.org /opt/OV
5. Install Service Desk Service Pack (sdserver-4.5-sp.pkg).
Result: Link is removed by pkgadd script and /opt/OV/sd is created.
Patched files are installed in newly created /opt/OV/sd directory.
ITSM008522 | Service Desk agent blocks queuing mechanism
| Service Desk Agent The queuing mechanism is hanging How to reproduce: 1. Set up test environment: a. create the dir C:\temp\Queuing\bin & C:\temp\Queuing\queue
b. copy the following file from %sd_serverhome%\bin to C:\temp\Queuing\bin
enqueue.exe,
dequeue.exe,
queuectl.exe,
Fcntl.dll,
HiRes.dll,
p2x560.dl
2. Create file: queuingtest.bat under C:\temp\Queuing, as follows:
@ECHO OFF
cd C:\temp\Queuing
echo "Script Started" >> C:\temp\Queuing\qtest.log
C:\temp\Queuing\bin\enqueue C:\temp\Queuing\queue write_log.bat %1 %2
echo "Script Enqueued with the following variables: %1 %2 at %date% %time%" >> qtest.log
C:\temp\Queuing\bin\queuectl C:\temp\Queuing\queue STATUS
echo "Dequeue started at %date% %time%" >> qtest.log
if not "%ERRORLEVEL%"=="10" goto finish
C:\temp\Queuing\bin\dequeue C:\temp\Queuing\queue
goto finish
:error
echo Error queueing command
goto finish
:usage
echo Usage : addentry queue command
:finish
echo "Script ended at %date% %time%" >> qtest.log
3. Create a file: write_log.bat under C:\temp\Queuing, see follows:
echo "Command executed with the following variables: %1 %2 at %date% %time%" >> C:\temp\Queuing\qtest.log
4. Start Service Desk server & client
5. Create a Change database rule that queues a job when executed, see below:
Apply: When Change is created or modified
Condition: none
Action:
name: queue test
execute on: localhost
command line: C:\temp\Queuing\queueingtest.bat
Parameters: "CH" [ID]
6. Continually create a change to trigger the database rule
7. The job queued in the queue and the 'running' file there as well.
8. Open windows task manager, some CMD.exe & dequeue.exe processes are blocked
9. After releasing the CMD.exe manually, dequeue.exe will run again.
ITSM008556 | Be able to also use the Non-Latin char in the added custom field on SQL Server.
| Administrator Console > Data > Custom Fields For SQL Server, the Non-Latin character can't be recognized in added custom field. How to reproduce: 1. Administrator Console > Data > Custom Fields, right click any of custom fields to bring about the dialog new custom fields.
2. In dialog new custom fields, fill in the fields with values below, and then click OK.
Item > Service Call
Field Key > Ser.Shorttext 11
Validation type > String 40(Short Text)
Activate > Checked
All Categories > Checked
3. Administrator Console > Presentation > Forms > Service call > Service call, add custom field Ser.Shorttext 11 to the form.
4. Service Desk Client > Shortcut Bar > Service Call, open an existing service call item, enter No-Latin char (e.g. Chinese) to Ser.Shorttext 11, save and close.
5. Re-open the service call item, the text of Ser.Shorttext 11 CAN NOT be recognized now.
ITSM008557 | Request for sample code to retrieve attachments though web-api
| Web-api There is no sample code to retrieve attachments though web-api at current stage.
ITSM008559 | Client reconnection fails with utilizing all licenses
| Administrator Console > Data > Codes > General > Attachment Classification Code Clients are using up more than one connection at a time while having only one real connection. How to reproduce: 1. Administrator Console > Data > Codes > General > Attachment Classification Code, create a new attachment classification code and save it.
2. Administrator Console > Business Logic > Database Rules, create a new database rule (any condition). Add a action send e-mail message for the rule. Check "Send-out Attachment Classifications" and select the newly created code. Save the rule and go back to the main SD screen (e.g. service call view).
3. Leave the client running but restart the server.
4. When the server is started go to the client and press F5. The client reconnect will fail.
5. Launch another client.
6. Administrator Console > Security > Audit > Logged on users, we can find many logins just for a single account.
ITSM008576 | Request to support of Service Desk 4.5 on HPUX B.11.23 PA-RISC
| Scenario: Customers are moving to HPUX B.11.23 PA-RISC Required Please add support of Service Desk 4.5 on HPUX B.11.23 PA-RISC
ITSM008577 | Agent result in java.io.IOException: "Too many open files"
| Service Desk agent Service Desk agent might result in "Too many open files errors" in HP-UX. This happened in a certain situation, create business rules that will execute a remote action in HP-UX, it will end up in "Too many open files errors" errors.
ITSM008582 | Request to improve service desk performance on SQL Server
| A known issue - table lock is identified as one of the root cause of performance issue if Service Desk is running on Microsoft SQL Server. Service Desk should be adjusted to achieve better performance.
ITSM008604 | Request for using String 64k field in search condition
| It is required that String 64k field can be used in search condition, which means user can select the String 64k field in the advanced tab page of filter definition.
ITSM008605 | Allowing inbound email with subject longer than 80 characters.
| The customer is sending emails to Service Desk with subjects longer then 80 characters in which case they are being rejected. Customer would like to request this limitation be lifted.

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Defect Report | Description
SP20: |
ITSM004127 | Customer need to get notified when item assigned to his group.
| Tools > Options > Advanced Scenario: The notification options have only one condition: when the items are assigned to you. It means the notification is triggered when an item is assigned to you or when an item is assigned to the workgroup you belongs to without specifying to person.
Required:
Extent currently notification mechanism and make it allows to distinguish for the notification between two types of assignment: when the item is assigned to the user and the user's workgroup.
ITSM004205 | Chart View is incompatible with Folder restriction
| Chart View Chart View is incompatible with Folder restriction How to reproduce: 1. Administrator Console > Security > Access > Role Create an account whose Role restricts his view to Service Calls, Incidents, Problems (etc) in one Folder. For example, for problems a new folder is created and the role is restricted to that (problem) folder.
2. Service Desk > Problem When user views data via Table view all is ok, user only sees the records in his Folder.
3. However if he uses a Chart view he gets all data shown, the 'float over' shows 'm of n' then when he clicks a segment it comes up with no hits, very confusing if he didn't realize he was Folder restricted.
This is not acceptable behavior; the chart view should be shown for user's folder.
ITSM004297 | Server names with dashes in them create a problem for data import.
| Data Import Server names with dashes in them create a problem for data import. How to reproduce: 1. When servername = "localhost" data import was successful. 2. When servername = "as-nt-helpdesk", data import failed and no error was displayed or written to a log. NOTICE above the dashes in the server name.
3. Then created an alias for the server name without dashes, data Import was successful.
ITSM004456 | Templates should be stored in Folders
| Tools > System > Data > Templates Required: Templates should be stored in Folders. On a Role-level it should then be possible to define who can create, modify and delete Templates in which Folder.
ITSM004791 | auditing attachments
| Tools > System > Security > Audit > Audit Rules It is not possible to audit when an attachment is added/deleted to any record in SD or attachment classification is added/deleted/modified to any attachments in SD. Add the possibility to audit the status of attachments.
ITSM004852 | Query restriction
| Tools > System > Presentation > Search > Item > Query restriction By setting the query restriction System Administrator can limit the number of records retrieved when opening a View. Before SP20, there is no sort order can be set, so the first n records are retrieved depends on database storage.
e.g. if you get a result of 2000 service calls, the view will show the 2000 oldest calls instead of the 2000 latest calls.
It is requested to specify whether the resulting ones will be the 'Oldest' ones or the 'Newest' ones.
ITSM005140 | Add functionality to share views between users.
| Views > Current Views > Define views Currently if two users want to change views the only practical way is to copy the views.dat file. However, if both users have a lot of complex views defined these will be lost. If would be a useful feature to be able to export and import views individually.
ITSM005878 | Request to provide a search function: all approval tasks for a specific person.
| Service Desk > Advanced Find Request: When Person A deputizes for Person B during Holidays, Person A would like to run a search that will provide all outstanding approvals tasks of Person B. The current advanced find search function "when I am one of the approvers", or the "Approval Tasks for Current Person" view of "Service Today" item concerns only the logged in user.
ITSM006531 | Chart labels sorted incorrectly for some SQL Server DB collation names
| Tools > System > Presentation > Views > Chart views Chart diagram labels are sorted as text and not as numbers if the MS SQL Server 2000 database collation name is Cyrillic_General_CI_AS or SQL_Latin1_General_CP1_CI_AS. This results in week 3 for example coming after week 29.
ITSM007523 | UI Rule is not working when using system action
| Tools > System > Business logic > UI Rule > Problem UI rule on Incident/Problem/Change is not executed when the Incident/Problem/Change is created via the system actions like 'Create Problem - copy values from current item'. How to reproduce: 1. Tools > System > Business logic > UI Rule > Problem, create a new UI Rule
After new item has been opened
Update_Workaround (Update Data) Workaround set to test
This UI Rule is used to set the workaround field of the problem record as value 'test' when a problem record is opened)
2. Client> Service Call, open an existing service call and perform the System Action 'Create Problem - copy values from current item' (Create a new Service Call is also the same behavior). The workaround field in the new Problem record is empty and not the value "test". This means the UI Rule "Update_Workaround" is not triggered.
3. Client > Problem, create a new problem (not via a system action), the UI rule is executed correctly and the Workaround field is set to value "test"
ITSM008094 | java.lang.NullPointer error when printing an explorer view in Service Today
| Shortcut bar > Service Today Print or Print Preview an explorer view in Service Today will cause java.lang.NullPointer error. How to reproduce: 1. Go to Service Today, select an explorer type view, for example "Service Today For Workgroup by item"
2. Select Print or Print preview in File menu, the error will occur
ITSM008343 | Assignment from workgroup does not take blocked into account.
| Service Desk > Service call When a Workgroup is blocked and users related to that workgroup assign a Service call, the Assignment From workgroup displays the blocked workgroup. How to reproduce: 1. Relate a person to two workgroups for example desktop and server
2. Block the Workgroup desktop
3. Login with an account relate to that person
4. Open a Service call and assign it to some person
Now the Assignment From workgroup shows the Workgroup desktop. It is expected that the Assignment From workgroup shows the first unblocked workgroup for that person
ITSM008411 | Mkoutage use CI field other than Name1
| OVO outage Name1 field is used as CI hostname when making outage and is not configurable. It is requested to use a different field in outage configuration.
ITSM008429 | Fields cannot be inserted into email template sometimes.
| Tools > System > System Panel > E-mail > E-mail Templates When adding fields to the email templates, it will be impossible to enter fields in the subject when the subject is cleared after the maximum number of characters being reached last time.
How to reproduce:
1. Go to Tools > System > System Panel > E-mail > E-mail Templates, click any template (i.e. Service call New)
2. Choose any field (i.e. [Approval;Approval Status]) in email templates, insert it again and again until the maximum number of character is reached.
3. Clear the subject and make it blank, then insert the field again
4. The length limitation hasn't been reached, however the field can't be inserted.
ITSM008462 | Additional line appearing at the top and bottom of the email body in SP17
| Service Desk > Administrator Console > Business Logic > Database Rules > Outbound Email Action Additional line appears at the top and bottom of the email body in SP17 How to reproduce: 1. Login as system account 2. Go to Administrator Console > Business Logic > Database Rules > Service Call
Create a Database Rule and add a "Send e-mail message" action which do not choose the option "Send-out Attachment Classifications"
3. Go to Service Desk > Service Call
Create a new Service Call and trigger the created Database Rule.
4. Check the e-mail content sent by the Database Rule
This line "------_=_NextPart_000_01C0B2DF.DE9D0F20" will appear at the top and bottom of the email body.
Note: The problem will only happen in certain email clients and sending outbound email without attachments in Database Rule.
ITSM008466 | logged.hist when unrelating CIs (free form or child/parent), reverse msg not ok
| Service Desk > Administrator Console > Security > Audit How to reproduce: 1. Login as system account 2. Go to Administrator Console > Security > Audit > Audit Rules > Configuration Item Enable the audit option "Child Configuration Items", "Parent CIs" and "Related CIs"
3. Go to Service Desk > Configuration Item Create new Configuration Item A and B, Relate Configuration Item B to Configuration Item A using any of free-form relation type.
Check the history line of Configuration Item B. This does not specify that CI A was related.
Unrelate Configuration Item B from Configuration Item A Check the history line of Configuration Item B. This does not specify that CI A was unrelated.
Open Configuration item B and relate Configuration Item A as its child.
Check the history line of Configuration Item A. It specifies parent CI searchcode twice in history message.
Open Configuration item B and Unrelate Configuration item A.
Check the history line of Configuration Item A. It specifies parent CI searchcode twice in history message.
Open Configuration item A and relate Configuration Item B as its parent.
Check the history line of Configuration Item B. It specifies child CI searchcode twice in history message.
Open Configuration item A and unrelate parent Configuration Item B.
Check the history line of Configuration Item B. It specifies child CI searchcode twice in history message.
Note: the reverse relation message is incorrect.
ITSM008505 | It is possible to create a parent child loop for CI
| Service Desk Client > Shortcut Bar > Configuration Item It is possible to create two CI's and set one as parent for the other and also as child. How to reproduce: 1. Service Desk Client > Shortcut Bar > Configuration Item. Create two CI's, Test1 and Test2.
2. Open Test1 and set Test2 as parent for Test1. Press save and close.
3. Now open Test2 and set Test1 as parent. Press save and close.
4. Service Desk Client > Shortcut Bar > Incident. Create an Incident and set Test1 as CI and press save and close.
ITSM008511 | Email showed NaN in date sent field on Netscape client
| Email sent by Service Desk shows NaN in date sent field on Netscape email client. The sent date field in the Email sent by Service Desk is formatted as: Date: Thu, 23 Mar 06 06:42:22 +0000, year number is 2 digit. Netscape email client can not handle it correctly. It will be OK if the year number is 4 digit, like Date: Thu, 23 Mar 2006 06:42:22 +0000
ITSM008524 | Importing an ACES file created with SP16 into SP18 fails
| Administrator Console > Data > ACES When trying to import into Service Desk 4.5 SP 18 an ACES file that is created with Service Desk 4.5 SP 16, an error window pops up with a NullPointerException. Importing older ACES files into newer Service Desk versions is not supported. So, there should be a proper message telling so.
ITSM008525 | DB-rule to update child-fields does not take "enabled for category" into account
| Service Desk Client > Shortcut Bar > Configuration Item Database rule to update child-fields does not take into account "enabled for category" How to reproduce: 1. Administrator Console > Data > Custom Fields > Configuration Item, add an active custom field (CI Shorttext 10) that is only enabled for category 'Server' and 'Screen'.
2. Administrator Console > Presentation > Forms > Configuration Item > Configuration Item (All Fields), add the custom field (CI Shorttext 10) to the form.
3. Service Desk Client > Shortcut Bar > Configuration Item, create one CI with category 'Hardware/System/Server' and two child CIs with category 'Hardware/Screen' and 'Software' separately. Enter a value for 'CI Shorttext 10' of parent CI.
4. Administrator Console > Business Logic > Database Rules > Configuration Item, add DB rule that will update 'CI Shorttext 10' of child CIs:
When configuration item is modified
where Remark (*) contains remark-fill
update HW child data (Update Data) CI Component;CI Child;CI Shorttext 10 set to [CI Shorttext 10]
5. Service Desk Client > Shortcut Bar > Configuration Item, set Remark field of parent CI with value containing word 'remark-fill'
6. Result update will be done for CI having category 'Software' as well, although 'CI Shorttext 10' is not enabled for the category.
ITSM008529 | Change template in dropdown box cannot trigger UI rule insert subform
| Client > Administrator Console > Form Client > Administrator Console > Code > General > Generic Relation Type Client > Administrator Console > UI rule Creating an UI rule to insert a subform cannot work when change the template by dropdown box. But it can work when use the button beside the dropdown box to choose the template.
How to reproduce:
1. Create a service call subform named "subform1" and add some fields.
2. Open form "Service Call" and add an insertion marker "insertion1".
3. Create a generic relation type "gr1", from item is template and to item is form. Add a generic relation belongs to this generic relation type, template is "New employee" and form is subform1.
4. Create a service call UI rule. After existing item has been opened and after new item has been opened and When a value has changed, if template is anything (Evaluate this rule when this field has been changed), insert subform. Choose"insertion1" as the insertion marker and template as source field and "gr1" as relation type. Save the rule
5. Create a new service call by form "Service Call", change the template by dropdown box to "New employee". No fields are added to the open form.
6. Click the template by the button beside the dropdown box and choose "New employee", the rule is triggered and the fields are added to the open form.
ITSM008533 | DB rule mixes the content of email when two mail or more is sent by the DB rule
| Administrator Console > Business Logic > Database Rules > Person Content of email is mixed when two or more emails are sent by the Database rule at the same time How to reproduce: 1. Create a custom filed named TestDate with Data type 2. Create a Person Database Rule as:
When person is created or modified
where Test Date (*) today, Schedule the validation of this condition at 1 minute After Test Date, Only execute once
send email (Send e-mail message) , Send to: xxx@hp.com, Subject: Test - [Name] - [E-mail], Message: [Name]
[Test Date]
[E-mail]
3. Select multiple persons and Update All their TestDate field to be today
4. The content of emails mixed with two person's information
ITSM008534 | Make empty fails for child CIs in DB rule update data action
| Service Desk Client > Administrator Console > Business logic > Database Rule > Configuration Item The function "Make Empty" of Update Data action of DB rule doesn't work in related Child Configuration Items. How to reproduce: 1. Service Desk Client > Menu > Tools > System > Administrator Console > Business logic > Database Rule > Configuration Item.
Create a Database rule for Configuration Item;
Trigger: any
Condition: any
Action: Update Data. Check "Select related items" and select Child Configuration Items from the list. Open the set value dialog.
Check Function and select "MAKE EMPTY" from the function list.
Save the rule.
2. Service Desk Client > Shortcut bar > CMDB > Configuration Item.
Create 2 CIs named CI-1 and CI-2.
Set Name1 of CI-2 to something (anything but not empty).
Set CI-2 to be child CI of CI-1. Save CI-2.
3. Change something of CI-1 to meet the condition of DB rule creates in step1.
4. The Name1 field of CI-2 is not being cleared.
ITSM008536 | OVO - Service Desk outage integration issue with Australian time zone
| sd\integrations\OVO\OVO-UX\mkoutage Set Service Desk client & server with Australian QLD time zone. (GMT+10 Brisbane), and this will get you the erroneous entries in the outage file. How to reproduce: 1. Start OVO on an UNIX server 2. Start Service Desk agent
3. Start server & client on windows
4. Set time zone of client end:
Service Desk client main menu > timezone: GMT+10 Brisbane
5. Set time zone of Service Desk server end:
Tools > System > System Panel > Regional Setting > Time Zone > Primary Time Zone: GMT+10 Brisbane
6. Make Database rule: make outage enabled, which is under Configuration Item Database rules
7. Open a CI which is an OVO node, go to 'SN and outage' tab, click 'Periodic Outage' button
Setting:
Outage Start: 03:00
Outage End: 17:00
Occurs every week on:
Monday
Wednesday
Thursday
8. Save the CI
9. Check the outage file: /etc/opt/OV/share/conf/OpC/mgmt_sv/respmgrs/outage
10. The TIMETMPLCOND entries are not same as "Periodic Outage" settings.
ITSM008540 | in mail header causes attachment to be ignored
| Service Desk > Inbound Email How to reproduce: 1. Send an email with attachments which the content type of header includes the <TAB> char to service desk application server For example, "Content-Type: multipart/mixed; boundary=ThisIsJustTestBoundary"
2. Service Desk will cause attachment to be ignored.
ITSM008558 | Related 300 CI's on Work Order Outage Tab takes too long to process.
| Shortcut bar > Workorder > CIs/Outage Relating hundreds of Configuration Items to a Workorder takes too much time How to reproduce: 1. Open a work order. 2. Go to CIs/Outage tab, select relate.
3. In the advanced find windows select 300 more Configuration Items.
4. Select OK and it will take many minutes to finish
ITSM008560 | java exception occurs when print preview on a dynamic form
| Client > Administrator Console > Form Client > Administrator Console > Code > General > Generic Relation Type Client > Administrator Console > UI rule Creating an UI rule to insert a subform to a form, open a record with this form and whatever the rule is triggered, an error is thrown out when the user try to print the form.
How to reproduce:
1. Create a service call subform named "subform1" and add some fields.
2. Open form "Service Call" and add an insertion marker "insertion1".
3. Create a generic relation type "gr1", from item is template and to item is form. Add a generic relation belongs to this generic relation type, template is "New employee" and form is subform1.
4. Create a service call UI rule. After existing item has been opened and after new item has been opened and When a value has changed, if template is anything (Evaluate this rule when this field has been changed), insert subform. Choose"insertion1" as the insertion marker and template as source field and "gr1" as relation type. Save the rule
5. Open a service call by form "Service Call", print the form, exception will occur.
ITSM008561 | NullPointerException error when open services related to service call
| Service call form > Actions > Services Related to Service Call When open services related to service call which has more than one service level, NullPointerException error pops up and the form Services Related to Service Call doesn't display.
How to reproduce:
1. Tools > System > Data > Codes > Service Level Agreement > Service Level, create two Service Levels with name "SL1" and "SL2" and fill necessary fields and add "Impact vs Priority".
2. SLM > Service, create two services with name "Service1" and "Service2" and relate them to an existing configuration item "CI".
3. SLM > Service Level Agreement, create two Service Level Agreements with name "SLA1" and "SLA2". Set "SL1" as Service Level and "Service1" as Service of "SLA1". Set "SL2" as Service Level and "Service2" as Service of "SLA2". Set an existing person "Person" as their receiver.
4. Service Desk > Service call, create a new service call. Set "Person" as caller, "CI" as configuration item and "Service1" as service.
5. Service call form > Actions > Services Related to Service Call, NullPointerException error pops up and no services display.
ITSM008563 | New Service Call button on FAQ page doesn't work with Japanese characters.
| Service Page > FAQ > Search FAQ > New service call New Service Call button on Service Pages FAQ page doesn't work with Japanese characters. When the information/solution include Japanese characters, click new service call button, the description will become to wrong encoding.
How to reproduce:
1) Enter some Japanese characters in box Description/Information
2) Click "New Service Call"
3) The description will become to wrong encoding characters.
ITSM008564 | SD GUI hangs after pushing the "relate" button
| Shortcut Bar > SLM > Service Service Desk client application hangs after pushing the "Relate" button on the Used panel of the Service form if the service has already one "Used" services which including many Configuration Items. How to reproduce:
1. Shortcut Bar > SLM > Service, create 2 Services, 'test A' and 'test B'. Then click tab 'Configuration Items' > relate..., make a large number of related CI's (e.g. > 200) to them, then save and close.
2. Reopen Service 'test A', clicks on the "Used" tab, clicks on the "Relate..." select 'test B', then save
3. Reopen Service 'test A', clicks on the "Used" tab, clicks on the "Relate..." Service Desk GUI hangs.
ITSM008581 | Workorder calculation type is visible in the Administration Console
| Administrator Console > Data > Codes > Work Order > Work Order Calculation Type Work Order Calculation Type is now visible in the Administrator Console, which SHOULD NOT be maintained in Administrator Console.
ITSM008584 | Custom fields GUI limitation fix.
| Service Desk > Tools > Options > Advanced At present, Service Desk 4.5 solely provides the bar break style. Thereby, in some extreme cases, for instances, after creating and activating large amount of custom fields, the bar break style menu pages will expand off the screen boundary. As a result, some fields are invisible and unselectable.
It is requested to select fields from the pop up menus after creating and activating a large number of custom fields.
ITSM008585 | Custom codes
| Service Desk > Tools > System > Data Since Service Desk SP18, Service Desk allows user to create additional custom fields, but it is not possible to create a code field which refers to an entirely new code type. Request: Provide the feature to create new code types and make them possible to be referred by new custom fields.
New code types can be imported and exported by ACES.
ITSM008586 | Provide SMTP authentication for outbound mail (PLAIN/LOGIN/CRAM-MD5)
| Administrator Console > General Settings > Email The customer requests outbound e-mail in Service Desk to use the ESMTP AUTH command to authenticate the sender. The authentication mechanisms PLAIN, LOGIN and CRAM-MD5 should be supported. The internal network of the customer and its subsidiaries is subject to a security policy that makes authentication mandatory when sending mail.
The request to implement ESMTP AUTH for outbound e-mail in Service Desk is clearly motivated by the fact that a mail server becomes vulnerable to misuse when its clients are not required to authenticate themselves. For this reason, most mail servers require authentication nowadays.
With Service Desk 4.5, administrators can work around the problem of needing a mail server that does not require authentication to send outbound mail. The work-around is to install a mail server that is open from the Service Desk side only. This server then relays the mail from Service Desk to the existing mail servers using authentication. However, it takes considerable effort to secure this type of set-up.
For some companies, a work-around may not be an option. Company policies regarding mail servers could forbid such a set-up. In such environments, the outbound e-mail functionality of Service Desk is currently completely unusable.
ITSM008602 | Duration doesn't calculate.
| Service call record > Time / Cost > Duration Duration field calculates to 0 when it shouldn't. How to reproduce: 1. Administrator Console > Data > Codes > Service Level Agreement > Service Level set Gold (24*7) as default SLA. 2. Administrator Console > System panel > Regional Settings > Time Zones set time zone to (UTC -08:00 DST)
3. Set Service Desk client time zone to (GMT- 08:00)
4. Service Desk client > Service call Open a new Service call
5. In the service call record Time / Cost tab page, enter an Actual start such as 13/05/06 17:50
6. Then enter an Actual finish such as 13/05/06 18:51
7. Duration equals 0.
8. Change actual start to 14/05/06 17:50
9. Change actual finish to 14/05/06 18:51
10. Duration now equals 1 hr and 1 min.
ITSM008603 | CI Field permission in role is not carried to planned value of CI
| Service Desk client > Shortcut bar > Work Order CI Field permission in role is not carried to planned value of CI How to reproduce: 1. Administrator Console > Security > Access > Role, Create a new role 'configuration item' 2. Give the role View and Modify permission for Configuration Item and Work Order
3. Select Configuration Item and click on Advanced...
4. Select any field e.g. Location and make it view only
5. Administrator Console > Security > Access > Application Account, Create a new account 'test' and assign the role 'configuration item' only
6. Login SD client with account 'test'
7. SD client > Shortcut bar > Work Order, Open an existing Work Order and relate a Configuration Item to it on CIs/Outage tab
8. Click on Modify on CIs/Outage tab and edit field Location in the Planned CI values tab
9. Even though field Location is view only to the role, it is still editable in Planned CI values tab
ITSM008607 | Client loses last view value, returns to "all service calls (table)"
| Service Desk > Client Last used view is lost when switching between modules. How to reproduce: 1. Select a view for service calls that is not "All Service Calls (Table)", such as "All Open Service Calls (Table)" 2. Open a new Service call form
3. Enter caller field
4. Use push button to get Action > All calls for this person
5. Save and Close the service call (optional)
6. Switch to another module
7. Switch back to Service Call module: view is not the same as step 1, but always goes to "All Service calls (Table)"
ITSM008625 | sd_event failed intermitently failed with SERVER RESPONSE=ERROR: Access denied:
| Service Desk > sd_event sd_event failed intermittently with the following error in "sd_event_error.log". SERVER RESPONSE=ERROR: Access denied: incorrect account name or password. NOTE: Here is another issue, of which the root cause is same.
When two mails are happening to be sent out simultaneously from SD, you'll see garbled characters in the logserver.txt file.
ITSM008640 | Database Rules action failed with chain by template
| Service Desk > System Panel > Business Logic > Database Rules This issue could be considered as two parts. Part 1: When user creates a Change with Workorders (which have Predecessor/Successor relationship) by template, the Predecessor Workorder's ID will be bigger than Successor Workorder's.
How to reproduce:
Client > Tools > System > Codes > Templates
1. Create a Template (called TEMP1, for example) for Workorder and the required field of Workorder has been filled but without Predecessor.
2. Create a Template (called TEMP2, for example) for Workorder Predecessor and indicate that Predecessor field should be "created new by a template" by selecting the template created in step 1. Make option "Successor starts only if predecessor is Closed" be true.
3. Create a Template (called TEMP3, for example) for Workorder and fill the required fields. Select the Template create in step 2 as Predecessor.
4. Create a Template (called TEMP4, for example) for Change and select the template create in step 3 as Workorder.
5. Create a Change by template created in step 4. You could see that two workorders which have Predecessor/Successor relationship are generated in Workorders tab. Save the change and you could find that the Predecessor Workorder's ID is bigger than Successor Workorder's one.
Part 2:
When updating related workorders of a Change by DB rule Update Data action, the update action will be terminated by accident without Predecessor updated if Predecessor Workorder's ID is bigger than Successor Workorder's ID.
How to reproduce:
Client > Tools > System > Business Logic > Database Rules
1. Create a DB rule for Change with trigger "When a changed is create or modified", and any condition and an Update Data action like:
Update related Workorders set Workorder's Status to "Open".
2. Create a Change by steps described in Part 1. Save the Change and see that no related Workorders are updated.
3. Create another pair Predecessor/Successor Workorders and make Predecessor Workorder's ID less than Successor Workorder's ID.
3-1. Create a Change and save it.
3-2. Create 2 Workorders and related to the Change created in 3-1.
3-3. Open the Workorder which have bigger ID to set the Predecessor of it to another Workorder with smaller ID which are created in step 3-2.
4. Trigger the rule and you can see that the Predecessor Workorder's status is set to "Open".
ITSM008641 | Layout of view showing results of overview action is lost
| Service Desk > System Panel > Business Logic > Actions > Overview Action The style defined for view is lost in overview action result pane. How to reproduce: 1. Log in Service Desk as system account 2. Go to Service Desk > Service call
Open a Service Call
4. In the opening Service Call, execute the overview action "Open calls for this caller"
3. Check the color style of the "Open calls for this caller" dialog
ITSM008644 | Any view is refreshed after open view setting dialog and cancel it.
| Service Desk > View > Current View > Customize Current View When any view setting of client is opened and click "Cancel" button to close it, it is refreshed. How to reproduce: 1. Service Desk > Service call, select the view "All Service calls" and make the box of vertical scroll bar down to show the last service call.
2. View > Current View > Customize Current View, open the view setting dialog.
3. Click "Cancel" button to close the dialog. Then the view is refreshed to show the first service call.
ITSM008653 | Column size of custom field cannot be enlarged
| Service Desk > Administrator Console > Data > Custom Fields Column size of custom field doesn't be enlarged How to reproduce: 1. Set Current Service Desk database setting to use option 'Using extra space for non-Latin text' in database configuration wizard
2. Login as system account
3. Go to Administrator Console > Data > Custom Fields
Create a new Service Call Custom field and set its validation type to "String 80 (Text)"
4. Go to Service Desk database to check length of this new added column
ITSM008658 | Analyzed data set on forms/roles causes analyzed data view increased
| Tools > System > Security > Access > Role Tools > System > Presentation > Forms Add Analyzed data Service call into the service call form. When login with the account what hasn't the default view for Analyzed data Service call and open service call to show analyzed data Service call, several views named "Analyzed data Service call" are added as system view.
How to reproduce:
1. Tools > System > Security > Access > Role, create a new role "testrole". Allow it access service call and Analyzed data Service call but don't set default view for Analyzed data Service call.
2. Security > Access > Application Account, create a new account "test" with the role "testrole".
3. Presentation > Forms > Service call; add the attribute "Analyzed data Service call" in the form "Service call".
4. Login with the account "test".
5. Service Desk > Service call; open an existing service call using the form "Service call" and show "Analyzed data Service call".
6. Login with the account "system".
7. Tools > System > Presentation > Views > Codes > Analyzed data Service call, several new views named "Analyzed data Service call" are added. If SP16, these views are in Presentation > Views > Analyzed data Service call.
8. Repeat step 4 - 7 and more same views are added.
ITSM008667 | Non-ASCII Service Call ID can be recognizable in Inbound Email Command
| Service Desk > Inbound Email Problem description Non-ASCII Service Call ID can be recognizable in Inbound Email Command How to reproduce: 1. Send an inbound email to Service Desk Application Server, for example, a test email subject as following:
Add Historyline12? (Non-ASCII character '0')
2. Check result of the command.
Service Call ID "120" will be recognized.
Note:
This problem exists since Service Desk 4.5 major release.
For backward compatibility reason, an option will be added in the inbound email setting page to enable or disable this function.
ITSM008668 | Client connection to server with multiple NIC's gives connection problem
| Service Desk client application can not connect to an application server with multiple network interface cards. Error is reported as: Thu, 15/06/2006 09:23:40 Error creating connection to: <servername> on port:30999 Nested exception is: java.net.NoRouteToHostException: Operation timed out
at com/hp/ifc/net/tcp/AppTcpConnection.
at com/hp/ifc/net/itp/AppItpClient.initConnection
at com/hp/ifc/net/itp/AppItpClient.
at com/hp/ifc/net/itp/AppItpClient.getClientFor
at com/hp/ifc/net/itp/AppItpClient.remoteInvoke
at com/hp/ifc/net/itp/AppItpProxy.__objectInvoke
at com/hp/ifc/bus/ps/PAppServerEntity.find
at com/hp/ifc/wf/AppEntityHome.find
at com/hp/ifc/wf/AppEntityHome.find
at com/hp/ifc/wf/AppEntityCache.initCache
at com/hp/ifc/wf/AppEntityCache.doQuery
at com/hp/ifc/wf/AppEntityHome.find
at com/hp/ifc/wf/AppEntityHome.load
at com/hp/ifc/wf/AppEntityHome.load
at com/hp/ifc/wf/AppCodes.getCode
at com/hp/ifc/rep/views/AppConditionInfo.toCriterium
at com/hp/ifc/rep/views/AppFilterInfo.getWhere
at com/hp/ifc/ui/AppTableView.load
at com/hp/ifc/ui/AppTableView.load
at com/hp/ifc/ui/AppDataViewPane.setView
at com/hp/ifc/ui/AppDataViewPane.setView
at com/hp/ifc/ui/AppConsole.initViewPane
at com/hp/ifc/ui/AppConsole.main
ITSM008677 | Service Pages/ history lines fields turned Japanese characters unreadable
| Service page > Service Call > New service call 'Subject' and 'Information' fields of history lines turned unreadable characters when input more than 4000 Japanese characters via Service Pages. How to reproduce: 1. Login to service pages. 2. Create a new service call.
3. Enter mandatory field, then click 'Submit' button.
4. Enter 'Subject' in Japanese.
5. Enter 'Information' with more than 4000 characters in Japanese, then click 'Submit' button.
6. You get 'The maximum length of 4000 characters has exceeded' message.
7. You can see 'Subject' and 'Information' fields turned unreadable characters.
ITSM008684 | Capture audit rules for all items in OVSD into a single file
| Service Desk / System Panel / Security / Auditing It is requested to provide a tool which could summarize audit rules for all OpenView Service Desk items into a file.
ITSM008686 | call creation via inbound email fails when email subject is empty
| Service Desk > email Service Call creation via inbound email fails when email subject is empty How to reproduce: 1. Administrator Console > System Panel > E-mail > General Tab, Select the option 'Use New Command as Default'. 2. Administrator Console > Data > Templates > Service Call > Inbound Email call, Provide a text string in the field 'Description'.
3. Send a mail to Service Desk server with subject field empty, while the service call won't be created.
Check the server log, you'll find the SMTP error - For Service calls the following fields are required: Description".
ITSM008689 | Deletion audit log does not work as expected
| Administrator Console > Security > Enhanced Auditing > Audit log History lines deletion action is logged even if the corresponding audit option is not selected. How to reproduce: 1. Administrator Console > Security > Enhanced Auditing > Configuration > hp OpenView service desk - deletion, Select the option 'Items' only.
2. SD Client > Shortcut Bar > Service call, Open an existing service call and delete a history line.
3. Administrator Console > Security > Enhanced Auditing > Audit log, History lines deletion action is logged even if the corresponding audit option is not selected.
ITSM008694 | SD Client hangs during Advanced Find
| SD Client > Shortcut Bar > Service call Service Desk Client hangs during Advanced Find How to reproduce: 1. Service Desk Client > Shortcut Bar > Service call, Hit F2 to bring up the Advanced Find window. 2. Enter only char 'A' in the Caller field
.
3. Use ALT+N to start search while the focus is still on the Caller field.
4. The blank Quick Find - Person window is pop-up and the SD client hangs up.
ITSM008706 | Outbound e-mail server field is saved even when it should not
| Service Desk > Administrator Console > System panel > Email User fills the outbound e-mail server field and then clicks the "send test mail" button. The outbound e-mail field is then saved even the user click cancel or press 'X' without chose to save.
How to reproduce:
1. Go to administrator console, System panel, Email, general tab.
2. Enter a value for Outbound E-mail, mail server that does not resolve in DNS (e.g. localhost12345)
3. Press "Send test mail", enter an e-mail address and press enter.
4. Wait until "Send test mail" reports an error.
5. Press cancels in the E-mail properties dialog. Alternatively, press the 'x' icon on the top right of the E-mail properties dialog, and answer "No" to the question whether you want to save changes.
6. Reopen e-mail properties: the value entered under 2 is now seen as Outbound mail server. But this is wrong.
ITSM008707 | There are some limitations of language and length using custom field
| Service Desk > Administrator Console > Data > Custom Fields If create a new custom field with Chinese name, the column name of database table to store the custom field includes the Chinese name. If the name is more than 50 characters, a JDBC error pops up.
How to reproduce:
1. Tools > System > Data > Custom Fields > Service call, create a new custom field with Chinese name which is not more than 50 characters and its validation type is String 40(Short Text).
2. Check database table ITSM_SER_CFT001. One of its columns includes the Chinese name.
3. Tools > System > Data > Custom Fields > Service call; create a new custom field which name is more than 50 characters. And then an error pops up:
JDBC error 1401: ORA-01401: inserted value too large for column
, SQL state: 23000...
4. Open any existing custom field of service call and the name in step 3 exists in the list of field. If select it and change its attribute, an error pops up:
JDBC error 1401: ORA-01401: inserted value too large for column
, SQL state: 23000 for query: UPDATE ifc_attributes
SET atr_name= ?
ITSM008741 | Notification alert upon editing the same record more than once
| Administrator Console > General Settings > Application It is requested that a user of the Service Desk application receive a notification on-screen when they open a record that is already opened by another user. This notification indicates that the record is already in use by another user.

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Defect Report | Description
SP21: |
ITSM008652 | sd_import error return codes
| Currently sd_import will always return error code 0 in despite of success or failure. This is not enough for a reliable integration solution. Need sd_import has more error codes according to some error conditions. For example: Exit code 0 = import finished successfully
Exit code 1 = unable to connect to the server (e.g. wrong server name, wrong port number, server down)
Exit code 2 = wrong username or password
Exit code 3 = insufficient privileges (e.g. account has wrong role)
Exit code 4 = import finished with warnings (e.g. item already exists and option is no overwrite)
Exit code 5 = import finished with errors (e.g. import mapping does not exist)
ITSM008678 | UI rule executes even if condition is not met.
| Work Order UI rule is fired when Work Order is called from Incident/Service Desk form and UI condition is not supposed to occur. If Work Order is edited directly, from Work Order view (i.e. All Work Orders), UI Rule is not fired. How to reproduce:
1. Create UI rule in Work Orders, which resets the status to Open every time the Assigned to Person is changed.
-Name: Set status Open if assigned person changes
-Condition: When a value has changed
where NOT (Assignment;To person (*) is empty)
-Actions: Set status assigned (Update Data) Status set to Open
2. Create Incident and SAVE&CLOSE.
Status: Registered
Description: Test Incident
3. Open the created incident and from "Work Orders" TAB Add new Work Order with the following values:
Status: New
Description: Test WO
Then SAVE&CLOSE Work Order, and SAVE&CLOSE Incident.
4. Open the Incident and from "Work Orders" TAB open the created Work Order.
Set Assignment To Person to any existing value.
Note Status has changed to Open, according to UI rule.
SAVE&CLOSE Work Order, and
SAVE&CLOSE Incident.
5. Open the Incident and from "Work Orders" TAB open the created Work Order.
Reset status to New.
SAVE&CLOSE Work Order, and you will see in "Work Orders" TAB that status is set to Open. (Exact!)
UI Rule is fired even though no Assignment To Person was changed in Work Order.
6. Go to Work Order module, select "Work Orders" view and edit the work order. Change the status to New and SAVE&CLOSE. Now UI rule is not fired, so status is correctly saved as New.
ITSM008685 | Allow incoming mail to create calls when sd-address is not in 'to:'-field
| Service Desk > Inbound Email Can not create service call in the situation when the SD-address is anywhere in the e-mail header but the first address in the 'To:' field. How to reproduce: 1. Send an inbound mail which the SD-address has been only added in the 'Cc:' field to Service Desk Application Server
2. Check the result.
ITSM008696 | Merge window shows under unexpected condition
| User opens a service call to modify. But because some database rule is triggered and then updated some fields of the service call when he opens the service call. Merge window will popup when he tries to save this service call. Merge window should not popup when just one user is opening and modifying it.
How to reproduce:
1. Login as "system" account
2. Administrator Console > Security > Access
Create a role "helpdeskrole" which has the privilege to access, create and modify service calls.
Create an account "helpdesk1" as concurrent user and with the role "helpdeskrole"
3. Organization > Person
Create a person named "A" related with account helpdesk1
4. Organization > Workgroup
Create a workgroup helpdesk and add the person "A" into the group
5. "Administrator Console > Business Logic > Database Rules"
Create a database rule: when a service call is modified, update some fields.
e.g.
When service call is modified
UpdateInformation (Update Data) Information set to [Registration Modified by Display name]
6. "File > New > Service Call"
Create a service call and assignment status set to "New", assignment to workgroup set to "helpdesk"
Then save and close it.
7. Login as "helpdesk1' account and open this service call
8. The service call assignment status changes to "Accepted"
9. Change some field of the service call like information then click save and close button
10. The merge window shows: Item has been changed by the system, merge result attached
ITSM008735 | Attachement not received in inbound mail
| Attachment not received in inbound mail when email header boundary field contains special character "(" and ")". How to reproduce: 1. Send an inbound mail with attachments to Service Desk Application Server to create a new service call The mail header ContentType field like below:
...
Content-type: multipart/alternative;boundary="Boundary_(ID_WyrsvGVRqOaJ/5m9tpZd0g)"
...
2. Check the new created service call, there will have no attachment with the service call.
Note: This problem exists since Service Desk 4.5 Major Release.
ITSM008739 | DST timezone problem with registration created time in advanced find
| Problem description: Suppose app server in '(UTC-08:00 DST) Pacific Standard Time (Los Angeles) PST' time zone,client in '(GMT-07:00) Mountain Time (US&Canada)' time zone. In advanced search,result is not correct when search 'registration created time on or before 17:00' (Date is on or before 1/Apr/YYYY) or 18:00 (Date is after 2/Apr/YYYY).
How to reproduce:
1. Go to Service Desk Administrator Console > System Panel > Regional Settings
2. Set the window system time on the service desk client machine to:
Time Zone set to '(GMT-07:00) Mountain Time (US&Canada)'
Time set to 18:40,2006-4-1
3. In Service Desk Client,set time zone to 'MST' '(UTC-07:00 DST) - Mountain Standard Time (Denver) MST'
4. New 2 Service Calls,fill all the required fields,suppose both them are created at '01/04/06 18:42'
5. Click 'Advanced Find',Look for 'Service call',View 'All Service Calls (Table)',add advanced criteria:
Registraction;Created on or after 01/04/06 08:00
Registration;Created on or before 01/04/06 17:00
6. Click 'Find Now',the search result is the above 2 service calls created at '01/04/06 18:42'. It's not correct.
ITSM008763 | To deadline displayed a difference value
| To deadline in view shows a different value with that in form Service Desk Client > Shortcut Bar > Service call How to reproduce: 1. Login Service Desk Client via system account, set Time Zone to (UTC+8) CTT. 1. Service Desk Client > Shortcut Bar > Organization, create an Organization item SP-1, and set Time Zone to (UTC+8) CTT.
2. Service Desk Client > Shortcut Bar > Person, create a Person item PERSON-1.
3. Service Desk Client > Shortcut Bar > Service, create a Service item Service-1.
4. Service Desk Client > Shortcut Bar > Service Level Agreement, create a SLA item SLA-1 with the values below.
Provider Organization: SP-1
Applied time zone: Provider
Service: Service-1
Service Level: Bronze (8*5)
Receivers-Persons: PERSON-1
5. Service Desk Client > Shortcut Bar > Service Call, create a Service Call item with the values below.
Caller: PERSON-1
Service: Service-1
Impact: High (Departments affected)
6. To deadline in view shows a different value with that in form. Actually the correct value is when displayed in form.
Current date/time: 15/08/06 10:53 (GMT+8)
Deadline: 15/08/06 14:29
To deadline (form): 3 Hours 37 Minutes
To deadline (view): 0:00
ITSM008792 | Metric rescheduled with wrong period for 'Monthly' recurring
| Shortcut Bar > Service Level Agreement > Open a SLA > Metrics tab page Metric rescheduled with wrong period for 'Monthly' recurring How to reproduce: 1. Shortcut Bar > Service Level Agreement > Open a SLA > Metrics tab page, Create a Metric (the metric type is irrelevant) and make it recurrent on 00:00:00 the first day of every month. (NOTE: Take a wide 'Range Of Recurrence').
2. Tools > System > Business Logic > Scheduled Tasks, Now a Scheduled Task will be created automatically.
3. When the Scheduled Task is fired on the scheduled date/time a report will be created (see Reports tab page; next to Metric tab page) and the Scheduled Task should be rescheduled to the next month. (Visible in both the SLA Metrics tab and Scheduled Tasks view). Unfortunately the monthly task is rescheduled to two months later and "Previous Occurrence" is empty now.
ITSM008795 | OVO-W integration files are installed on C:\OVOSD by default
| The installation of Service Desk OpenView 4.5 OVO for Windows 7 integration on the OVO-W side installs in the path C:\OVOSD. The sd_queue is installed in C:\OVOSD\bin\sd_queue. Being in a clustered environment, the queue storage is not part of the resource pack on the cluster environment that can not be swapped between nodes for high availability. When current node is down, the queue content in this node will lost.
Workaround:
Copy OVO-W integration files into a shared disk, e.g. V:\OVOSD,
Replace the string (VPWBinToolsPath = "C:\OVOSD\bin\") to (VPWBinToolsPath = "V:\OVOSD\bin\") in Ovo-Sd.vbs
Replace the string "C:\OVOSD\bin\" to "V:\OVOSD\bin\" in all the service desk policies (Forward message changes to Service Desk and Forward messages to Service Desk)
OVSDSync.exe maybe put some string values "C:\OVOSD\bin" in Windows Registry; however, there is no need to replace these strings to "V:\OVOSD\bin\".
ITSM008796 | one day earlier to date field as operator is On in Advanced Find for UTC-n TZ
| For all UTC-n time zones, one day earlier selected than the selected date in Advanced Find > Advanced > Planned Start > On > <Date>. How to reproduce: 1. Service Desk Client > Toolbar > For any time zone which is UTC-n, for CSTS as example. 2. Advanced Find... > Advanced tab > Add Criterion...
Look for: Service call
View: All Service Calls (Table)
Field --> Planned Start
Operator --> On
Value --> <Any Date>
3. Suppose you select Date 21/Aug/2006, Service Desk will show 20/Aug/2006.
ITSM008807 | Slow to open configuration items used by service
| Service Desk > Service call When a service related with lots of configuration items is set to a service call, it is slow to search configuration items used by the service. How to reproduce 1. Service Desk > Service call, open an existing service call, select a service.
2. Click "CIs Used by Service" of configuration item field. It is slow to open quick find dialog if there are lots of configuration items related to the service.
ITSM008813 | Improve performance of relating organization to sla
| Client > Shortcut bar > SLM > SLA Client > Shortcut bar > Organization > Organization If there already are a large amount of organizations related to a SLA, when relate 1 more, the performance is not satisfied. How to reproduce: 1. Create a new SLA.
2. Create 1000 organizations and relate them to the SLA.
3. Create one more organization.
4. Relate this organization to the SLA. -> check the response time for the 3 steps to do this:
a. click relate button to get the advanced search window; (it takes long while to show the Advance Find dialog)
b. enter search code to search to get search result;
c. select one and ok. (it takes long while to relate the selected organization to the SLA)
ITSM008826 | Attachment will not be audited if user does not have view right to historyline.
| Service Desk > Administrator Console > Security > Audit > Attachment Attachment will not be audited if user does not have privilege of viewing historyline. How to reproduce: 1. Log in Service Desk as system account Go to Service Desk > Administrator Console > Security > Audit > Audit Rules > Change
Enable audit on attachment
2. Log in Service Desk as the account which does not have privilege of viewing Change historyline
Go to Service Desk > Change
Open an existing change then add one attachment to this change
Save & Close
3. Log in Service Desk as system account
Open the modified change on step 2
Check the history line info
ITSM008827 | Error message displays when setting approval group
| Administrator Console > Security > Prevention > Require Fields > Approval Vote Error message displays when setting approval group How to reproduce: 1. Administrator Console > Security > Prevention > Require Fields > Approval Vote, Set field 'Reason' to 'Always required'.
2. Service Desk Client > Shortcut Bar > Service call, Create a new item with Approval.
3. Go to Approval tab page and set an Initiator.
4. Error message displays when setting approval group, saying that 'for approval vote the following fields are required: reason'.
ITSM008828 | 'There are no changes to save' when saving change on second template
| Service Desk Client > Shortcut bar > Change An information message will show when saving Change on second template. How to reproduce: 1. Administrator Console > Data > Templates > Change, Create Change template test1 and leave template as is, make test1 default template, save and close.
2. Create Change template test2 and leave template as is, save and close.
3. Administrator Console > Business Logic > UI Rules > Change, Create a UI rule for Change:
When a value has changed
where NOT (Description (*) is empty)
(Update Data) Approval;Approval Status set to Inactive
4. Service Desk Client > Shortcut bar > Change, Create a new item with default template test1. Fill in required fields (Status and Description). Change the template to test2, save and close. An information message 'There are no changes to save' will show up.
ITSM008831 | OCI Driver can not work on sp19
| OCI Driver can not work on sp19 When using OCI driver on sp19, Service Desk server started with error: Fri, 08/09/2006 14:48:10 <System> ------------------------------------------------------------------------ Fri, 08/09/2006 14:48:10 <System> hp OpenView service desk 4.5 (v4.5.0588.1905 (SP19))
Fri, 08/09/2006 14:48:10 <System> Copyright (c) 2004 Hewlett-Packard Development Company, L.P. All Rights Reserved.
Fri, 08/09/2006 14:48:10 <System> Server settings file: C:\Program Files\Hewlett-Packard\OpenView\service desk 4.5\server\server_settings.xml
Fri, 08/09/2006 14:48:10 <System> Install folder : C:\Program Files\Hewlett-Packard\OpenView\service desk 4.5\server\
Fri, 08/09/2006 14:48:10 <System> Data folder : C:\Program Files\Hewlett-Packard\OpenView\service desk 4.5\server\
Fri, 08/09/2006 14:48:10 <System> Java runtime name : Java(TM) 2 Runtime Environment, Standard Edition
Fri, 08/09/2006 14:48:10 <System> Java runtime vendor : Sun Microsystems Inc.
Fri, 08/09/2006 14:48:10 <System> Java runtime version: 1.4.2_06-b03
Fri, 08/09/2006 14:48:10 <System> Java runtime home : C:\j2sdk1.4.2_06\jre
Fri, 08/09/2006 14:48:10 <System> Servername : ovnth48
Fri, 08/09/2006 14:48:10 <System> IP Address : 16.48.43.48
Fri, 08/09/2006 14:48:10 <System> OS name : Windows 2003
Fri, 08/09/2006 14:48:10 <System> OS version : 5.2
Fri, 08/09/2006 14:48:10 <System> OS architecture : x86
Fri, 08/09/2006 14:48:10 <ITP> Started.
Fri, 08/09/2006 14:48:10 <HTTP> Started.
Fri, 08/09/2006 14:48:10 <Agent Manager> Starting agent manager on ovnth48
Fri, 08/09/2006 14:48:10 <Agent Manager> Started.
Fri, 08/09/2006 14:48:10 <Agent Manager> Starting multicast listener.
Fri, 08/09/2006 14:48:10 <Agent Manager> Starting monitor for failed or expired jobs.
Fri, 08/09/2006 14:48:10 <Agent Manager> Job queue monitor starting.
Fri, 08/09/2006 14:48:10 <Server Health> Started.
Fri, 08/09/2006 14:48:11 <Data Access> Initialized Oracle OCI Driver DataSource
Fri, 08/09/2006 14:48:11 <Data Access> Initialized Oracle OCI Driver DataSource
Fri, 08/09/2006 14:48:11 <Data Access> Restart DB Connection Checker
Fri, 08/09/2006 14:48:11 <System> Starting Business Layer.
Fri, 08/09/2006 14:48:11 <System> Getting system information from database.
Fri, 08/09/2006 14:48:12 <System> Running in multiple server mode.
Fri, 08/09/2006 14:48:14 <Data Access> JDBC error 1036: ORA-01036: illegal variable name/number
, SQL state: 72000 for query: INSERT INTO rep_sessions
( ses_oid
,ses_markedforremoval
,ses_svi_oid
,ses_client_ipport
,ses_server_ipport
,ses_client_ipaddress
,ses_isconcurrent
,ses_threadname
,ses_server_ipaddress
,ses_acc_oid
,ses_created
,ses_lockseq
) VALUES ( ?
,?
,?
,?
,?
,NULL
,0
,?
,?
,?
,TO_DATE(? ,'YYYY/MM/DD HH24:MI:SS')
,? )
Values:
?714987858
?0
?281485922402305
?0
?30999
?main
?ovnth48
?1
TO_DATE(?2006/9/8 21:48:14 ,'YYYY/MM/DD HH24:MI:SS')
?1
Fri, 08/09/2006 14:48:15 <System> Business Layer successfully started.
Fri, 08/09/2006 14:48:15 <SMTP> Started.
Fri, 08/09/2006 14:48:15 <System> Starting scheduled rule actions queue.
OCI driver can not work.
ITSM008834 | Nullpointer when creating item from Service Call with dynamic form.
| Administrator Console > Presentation > Forms > Service cal Administrator Console > Data > Codes > General > Generic Relation Type Administrator Console > Business Logic > UI rule > Service call A NullPointerException occurs when creating item from Service call with dynamic form.
How to reproduce:
1. Administrator Console > Presentation > Forms > Service call, Create a subform named subform1 and add some fields to it.
2. Create a form named form1. Add an insertion marker named ins-1 and some required fields such as ID, Status and Description etc.
3. Administrator Console > Data > Codes > General > Generic Relation Type, Add a type named grt-1 (From Service call status To Form). Add a relation for this type (From Waiting To subform1).
4. Administrator Console > Business Logic > UI rule > Service call, Create a rule like this:
When a value has changed
Where Status (*) equals Waiting
Status > grt-1 (Insert subform)
5. SD Client > Shortcut bar > Service call, Create a new item with form1. Put Status on Waiting and save it.
6. Actions > Create problem by copy values from current item, save and close. A NullPointException occurs and the Service event relation box doesn't come up.
ITSM008835 | issue when triggering several times UI rule which insert a subform
| Administrator Console > Presentation > Forms > Service call Administrator Console > Data > Codes > General > Generic Relation Type Administrator Console > Business Logic > UI rule > Service call Issue when triggering several times UI rule which insert a subform
How to reproduce:
1. Administrator Console > Presentation > Forms > Service call, Create two subforms subform1 and subform2, and add some fields to them respectively.
2. Create a form named form1. Add an insertion marker named ins-1 and some fields such as ID, Status, Description and Assignment etc.
3. Administrator Console > Data > Codes > General > Generic Relation Type, Add a type named grt-1 (From Service call status To Form). Add two relations for this type (From Informed To subform1, From Completed to subform2).
4. Administrator Console > Business Logic > UI rule > Service call, Create a rule like this:
When a value has changed
where Status (*) equals CompletedORInformed
Status -> grt-1 (Insert subform)
5. SD Client > Shortcut bar > Person, Create two persons PER-1 and PER-2, and relate more than one Workgroups to them respectively.
6. SD Client > Shortcut bar > Service call, Create a new item with form1. Set workgroup to None.
7. Put Status on Informed, and set person to PER-1, then two quick find workgroup windows pop up. Simply press None button to close the windows. Put Status on Completed, and set person to PER-2, then three quick find windows pop up. One more windows show up each time trigger the UI rule and assign to a person.
ITSM008836 | java.lang.RuntimeException: ViewInfo type not supported by this viewer
| Service Desk > Client "java.lang.RuntimeException" is thrown in "Item Is Opened By" dialog when refreshing by F5. 1. Log in Service Desk as system account Go to Service Desk > Administrator Console > System Panel > Application Enable option "Notify When Item Is Currently Being Viewed By Another User"
Enable option "Notify When Item Is Currently Edited By Another User"
Enable option "Show Usage Overview StatusBar"
Set Details view to "All Persons(Table)"
2. Go to Service Desk > Service Call
Open an existing service call
3. Start another Client and log in Service Desk as system account again
Open the same service call which is opened in Step 2
4. A User Notification dialog will show up
Click "OK" button
5. The "Item Is Opened By" Dialog will show up
In the left account list, sort by "Display name" via clicking the header
Then press F5 to refresh, "java.lang.RuntimeException" will be thrown
Press F5 to refresh again, "java.lang.NullPointerException" will be thrown
Close the Dialog and Service Call
Now, in this client the account list in the "Item Is Opened By" Dialog will be not correct any more.
Note: This problem is related with Enhancement Request ITSM008741 which is included in Service Desk 4.5 Service Pack 20.
ITSM008838 | Auditing does not work for relations by data exchange
| Service Desk > Security > Audit Auditing does not work for relations by data exchange. How to reproduce: 1. Log in Service Desk as system account Go to Service Desk > Administrator Console > Security > Audit > Configuration Item
Enable audit on "Related CIs"
2. Go to Service Desk > Administrator Console > Data > Data Exchange > Import mapping
Create a import mapping to "CI relation" and set the mapping "CI from", "CI to", "CI relation type"
3. Go to Service Desk > Administrator Console > Data > Data Exchange > Data Exchange Task
Test to import CI relation via the mapping created in step 2
4. Go to Service Desk > Configuration Item
Check the audit info in related Configuration Item history line
Note: Audit relation function is introduced by ITSM007777 in SP15.
ITSM008839 | mails sent by system-rules have double-quotes in to field
| Administrator Console > Security > Access > Role Administrator Console > Security > Access > Application Account SD Client > Shortcut Bar > Person SD Client > Shortcut Bar > Workgroup mails sent by system-rules have double-quotes in to field
How to reproduce:
1. Administrator Console > Security > Access > Role, create a Role role-1 which has full access to Service call.
2. Administrator Console > Security > Access > Application Account, create three accounts and relate them to role-1.
3. SD Client > Shortcut Bar > Person, create three persons and relate them to the tree accounts respectively. Give each person an e-mail address.
4. SD Client > Shortcut Bar > Workgroup, create a workgroup WG-1 and relate the three persons to it.
5. Logon to SD Client with the three accounts respectively, and check the option 'Send me e-mail when items are assigned to me' under Tools, Options, Advanced tab page.
6. Logon to SD Client via system account, create a call and assign it to WG-1.
7. The mail that is sent will show a double-quote for each recipient except the first one. It looks like this: per-1@invention.com; "per-2"@invention.com; "per-3"@invention.com.
ITSM008841 | Outbound mail DIGEST-MD5 auth sends username@domain as user, is this correct?
| If DIGEST-MD5 is applied, ServiceDesk sends all the character string in SMTP user field of E-mail Properties including "@" and domain name as username and the part after "@" as realm to an SMTP server. However, should only the part before "@" be sent as user name to the SMTP server?
For example, if SMTP user field of ServiceDesk's E-mail Properties is "sduser@skipaway.siz.nes.nec.co.jp", ServiceDesk currently sends "username=sduser@skipaway.siz.nes.nec.co.p" and "realm=skipaway.siz.nes.nec.co.jp" to the SMTP server. But should ServiceDesk send only "username=sduser" and "realm=skipaway.siz.nes.nec.co.jp" to the SMTP server?
We would like to confirm because we could not find any prescription for username in RFC which contains domain name.
Refer to paragraph 2 in "DR5" sheet as for an example of authentication done by a program which uses Java API.
ITSM008842 | Focus lost and field appears to be locked in some situations
| Service Desk > Configuration Item Focus lost and field appears to be locked in some situations How to reproduce: 1. Open a new Incident form. The form should have the standard service field followed by the Configuration Item field on it 2. Enter a valid service in the Service field
3. HIT Enter to exit the field. The service field will be populated.
4. Enter the full searchcode of a Configuration Item that is unique in the Configuration Item field (do NOT hit enter or tab)
5. Click the cursor in to the Description field
6. The standard OVSD dialog box is displayed indicating that the current service may no longer be relevant
7. Select the "No" option of the dialog
8. Try and type in to the description field. No text appears, the field appears to be locked
ITSM008855 | History lines in Web console localized environment not sorted as in default view
| Web Console > (Object Type) Service call > Open a service call If the default view for history lines is changed for example in the sorting, these changes are not reflected in the web console history lines. How to reproduce: 1. Go to Tools > System > Presentation > Views > History line Service call >
(Edit the Service call history line view).
2. In the Sort by form, select Sort items by "Registration Created by Display name" and select "Ascending".
3. Go to Tools > Options >
(Change Language to Germany).
Check the history lines of a SC where several users have entered history lines in the standard client.
You will see that the change in the view is already reflected and the view is sorted by Registration Created by Display name (ascending).
4. After closing and logging in again to the web console as above user, check the history lines in the Web Console. The changes are not reflected.
Even if all services are stopped (Apache, Tomcat, Application server) and all cache is cleared (from web console and app server) and then services re-started. The old order remains, and it might be a random order.
Note: If you repeat these steps in an English environment, the problem does not occur.
Problem 8010 maybe not solved for localized environment.
ITSM008857 | Advanced find criteria fields not sorted in Web console in localized environment
| Web Console > (Object Type) Service call > (Icon) Advanced Find > Advanced > Expand "Specify display criteria" The fields listed in a localized environment such as "Germany" are not sorted according to the language. They are displayed in the language, but not listed in the order sorted by the language.
How to reproduce:
1. Login in SD Standard Client as system, Go to Tools > Options >
(Change Language to German)
2. Login in Web console as system, Go to (Object Type) Service Call > (Icon) Advanced Find > Advanced > "Specify display criteria"
Open the pull down list.
You will see the fields are displayed in German, but they are not listed in the order sorted by the language.
ITSM008859 | The related workorder of Change is saved while the Change is still not saved.
| Service Desk > WorkFlow Layer The related workorder of Change is actually saved while the Change is still not saved. How to reproduce: 1. Log in Service Desk as System account 2. Go to Service Desk > Change
Create a new change
Then relate an existing workorder to this new change
Open the related workorder and change something
Save & Close the workorder
Then open the related workorder again
Save & Close the workorder
3. Go to Service Desk > WorkOrder
Open the related workoder and will find that the workorder has been changed although the new change is still not saved.
Note: this problem exists since Service Desk 4.5 Major Release.
ITSM008862 | problem to relate an Org to SLA whose already had org related.
| SD Client > Shortcut Bar > Organization SD Client > Shortcut Bar > SLA The validation of parent-child relation is expected when multiple organizations are related to a SLA. How to reproduce: 1. SD Client > Shortcut Bar > Organization, Create two items ORG-1 and ORG-2, and let them have parent child relation.
2. SD Client > Shortcut Bar > SLA, Create a new item SLA-1. Set the two organizations ORG-1 and ORG-2 as the receivers. This change can be saved without any warning message. Actually there should be a validation of parent-child relation, since they are not allowed to be related to the same SLA.
ITSM008863 | improve DB rule execution performance
| Description: In some environment, dbrule schedule task is processing very slowly, sometimes even the dbrule itself is processing very slowly. It is because some subordinate operations block the task queue for some unexpected reason.
ITSM008875 | Relating CIs in a bulk results in wrong behavior if one CI already related
| Relating CIs in a bulk with drag and drop results in an "error loop" if one of the CIs (or several) in the bulk was already related to the CI where you are dropping the group of CIs. It should be possible that all CIs not already related are related and the record can be saved.
How to reproduce:
1. In a demo DB relate MSXCEL2000 to PCKAY002 with a relation type Installed software and save it.
2. Open again MSXCEL2000 you will see here PCKAY002 already related. Open the CI table, and select PCKAY001 to PCKAY004 and drag and drop it in the Related CIs tab of MSXCEL2000
You will see that PCKAY001 has apparently been related, and the message "This relation already exists"pops up.
3. Press OK in the message and try to save and close the record. The message will pop up again, and it won't be possible to save the MSXCEL2000 unless you unrelate PCKAY002 that was already saved.
ITSM008879 | UI rules not working on custom fields that are set to specific categories
| Administrator Console > Data > Custom Fields > Change Administrator Console > Presentation > Forms > Change Administrator Console > Business Logic > UI Rules > Change SD client > Shortcut bar > Change UI Rules do not work on custom fields active for certain categories.
How to reproduce:
1. Administrator Console > Data > Custom Fields > Change, activate custom field ChaBoolean4 for category Manager.
2. Administrator Console > Presentation > Forms > Change, add custom field ChaBoolean4 to form Change.
3. Administrator Console > Business Logic > UI Rules > Change, create two UI rules below.
After existing item has been opened
where Status equals Registered
(Update Data) Category set to Manager
When a value has changed
where Category (*) equals Manager
(Update Data) ChaBoolean4 set to false
4. SD client > Shortcut bar > Change, open a change with status Registered. The custom field ChaBoolean4 is not populated as it should be.
ITSM008886 | using sd_event to change role-account's relation cannot be audited
| Change of role account relation cannot be audited via sd_event, but work well in Service Desk GUI client. How to reproduce: 1. Check role on in enhanced audit configuration 2. Create import mapping naming roleperacc and item is roles per account.
3. Create sd_event ini file like below
[SD_EVENT]
LOGFILE=sd_event.log
ERROR_LOGFILE=sd_event_error.log
ACCOUNT=system/servicedesk
SERVER=your server
PORT=your server port
MAPPING=roleperacc
CLASSNAME=roleperacc
MODUS=insert
4. Command input
sd_event -f sd_event.ini -v ROLE=role name NAME=account name
5. Check audit log you will find the change of role account has not been audited.
ITSM008896 | When creating CI by template, work order can't be related.
| Service Desk > Configuration Item How to reproduce: 1. Login Service Desk client with system account 2. Go to Service Desk > Administrator Console > Data > Template > Configuration Item Create a Configuration Item template named as "TestCITemplate"
Fill in the field "Work order", related or add a "Configuration Item on Work order"
Save and Close the new template
3. Go to Service Desk > Configuration Item
Create a new Configuration item with the new created template "TestCITemplate"
Switch to "Workorders" tab page and check the related Work orders
Note: The problem is introduced by Problem 7263 in Service Desk 4.5 Service Pack 15.

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Defect Report | Description
SP22: |
ITSM008736 | Some modified properties of chart view are restored after refresh
| Tools > Refresh After modify some properties of chart view such as title, color, and font and so on and then refresh the view, those modifications are restored. If re-login, those modifications are also restored. How to reproduce: 1. Service Desk > Service call; select a chart view to display.
2. Right button click > Edit title; change the title of the view.
3. Right Button click > Color, change some colors of the view.
4. Right Button click > Font, change some fonts of the view.
5. Tools > Refresh or press F5, all modifications for title, color and font of the view are restored.
6. If re-login, those modifications are also restored.
ITSM008840 | Service Event Relation type displayed incorrectly
| Problem description: If we create an Incident record from a Service call record using a smart action which will trigger sd_dataform, then after creation, the "Relations" tab for both incident and Service call records will display same "direct" relation and if we open the corresponding "Service event relation" window from these records then the "Relation type" field will display the "Reverse" relation for both records Incident & Service call.
This is due to the fact that sd_dataform doesn't fill the column "SRE_ENT_OID" in ITSM_SERVICE_RELATIONS table, which tells which SD item type contains the "direct" event relation. So without that info, Service desk is unable to display correctly the "relation type" for both Incident and Service call.
That issue is the same for relations with other type of SD items (SC and Problem for example)
How to reproduce:
1. Service Desk client > Tools > System > Business Logic > Application:
Create an application, Name = sd_dataform, Command line = sd_dataform.bat, Start in = <SD client installation root dir>\bin\
2. Service Desk client > Tools > System > Business Logic > Actions > Smart Actions > Service call:
Create a smart action, Text = create incident related to SC, Application = sd_dataform, Parameters = "Incident" -ForceNew +"Relations.Service call.id=[ID]" +"Relations.Relation Type=Caused by" +"Category=Hardware" +"Status=Registered" +"Description=[Description]" +"Impact=[Impact]" +"Priority=[Priority]"
3. Service Desk client > Tools > System > Data > Codes > General > Service Event Relation Type:
Create two types, the first isText = direct event relation, the second is Text = reverse event relation, and both Reverse Relation of them refer to each other
4. Service Desk client > Service call:
Open a service call, on Actions menu items form, select "create incident related to SC", then in the pop up "Service event relation" window, select "Relation type" as "direct event relation".
Save & close everything.
5. Service Desk client > Service call:
Open just operated service call, look at "Relations" tab, here the Type is shown as "direct event relation'. So it's OK.
Then click on "Modify relation" button to open the Event relation window, here the Relation type is shown as "reverse event relation". So it's WRONG.
6. Service Desk client > Incident:
Open just created incident, look at "Relations" tab, here the Type is shown as "direct event relation". So it's WRONG.
Then click on "Modify relation" button to open the Event relation window, here the Relation type is shown as "reverse event relation". So it's OK.
ITSM008858 | Unexpected behavior in Field Value Restriction for Status Field
| Administrator Console > Business Logic > UI Rules > Change SD client > Shortcut bar > Change Unexpected behavior in Field Value Restriction for Status Field. How to reproduce: 1. Administrator Console > Business Logic > UI Rules > Change, Create a UI rule like this:
After existing item has been opened
Where Status equals Registered
(Limit field value range) Status equals Registered;
2. Service Desk client > Shortcut bar > Change, Create a Change and set Status on "Registered". Save and close.
3. Close and reopen Service Desk client.
4. Service Desk client > Shortcut bar > Change, Open the Change created in step 2, and using the keyboard press the down arrow button. The Status will change to "R&I progress", and the user will receive the following error message:
"You are not allowed to view this change status or this may have been deleted by another user."
ITSM008876 | Blocked persons are taken into account for call created with e-mail
| SD client > Shortcut bar > Person Administrator Console > System Panel > E-mail Blocked persons are taken into account for call created with e-mail How to reproduce: 1. Service Desk client > Shortcut bar > Person, Create two person records PERSON-1 and PERSON-2 both having the same e-mail address i.e. a@b.com. Block one of the person records (PERSON-1)
2. Administrator Console > System Panel > E-mail, Go to E-mail commands tab page and change the access level of New command to the option "Only existing Persons"
3. Administrator Console > System Panel > E-mail, Go to General tab page and setup outbound e-mail
4. Send New command call from e-mail address a@b.com to application server. The confirmation e-mail message indicates the following error occurred:
Multiple Persons found for your E-mail address: a@b.com
ITSM008878 | Add functionality to set time zone + offset + DST dynamically
| 1) Please provide a short problem statement. Service Desk is giving wrong calculation times after DST is changed 2) When does the situation occur? Please describe an actual scenario from the customer's current environment (aka use case). When the DST is changed within a country a small period of time (during the old start/end time and the new start/end time of the DST) Service Desk give the wrong time
NOTE
At this moment DST start and end date in US for 2007 will change
For next future European Community could also change.
And Brazil changes almost every year
3) How is the situation currently handled or resolved? What work around is used today ?
Use a different Time zone with the correct offset but without DST.
Also check off the auto adjustment DST feature with Windows OS.
4) What is unsatisfactory about the current situation and why ?
Service Desk does not give the correct time
5) What is the required functionality to meet that will enable the described scenario ?
Service Desk should give always the correct time.
Time zone name + offset + start & end Daily Savings Time (DST aka summer/winter time) are hard coded in Service Desk
Every country can decide the Time zone name + offset + start & end DST themselves
For most of the countries Time zone name + offset are never changing
But the problem is mainly issued by the start & end date/time of DST
Some countries have the usage to change the start & end date/time of DST according to their needs.
For Service Desk this usage is not adjustable. Customers should ask an ER for the new DST start & end date/time
Especially customer working in Banking are not pleased with the hardcode DST.
Service Desk should handle Time zone name + offset + start & end DST as an adjustable feature.
6) What and how many users, administrators and non-OVSD systems play a role in this use case ?
Every user is effected, and manager statistics are scrambled
ITSM008884 | JDBC error trying to search a 64k text field in MS SQL database
| Administrator Console > Data > Custom Fields > Service call Administrator Console > Presentation > Forms > Service call Service Desk client > Shortcut bar > Service call JDBC error trying to search a 64k text field in MS SQL database How to reproduce:
1. Administrator Console > Data > Custom Fields > Service call, Activate custom text field Text 64KB.
2. Administrator Console > Presentation > Forms > Service call, Add the custom field Text 64KB to form Service call.
3. Service Desk client > Shortcut bar > Service call, Press F2 to bring about Advanced Find window.
4. Make sure match case is unchecked in More Choices tab.
5. Add criterion in advanced tab: Text 64KB Contains a
6. The following error message appears when running search:
Argument data type ntext is invalid for argument 1 of upper function.
ITSM008887 | get_ovo_attributes returns wrong date: [CREATION_DATE] 11//2006
| get_ovo_attributes returns wrong date and time format on Itanium platform. get_ovo_attributes will return wrong date and time format on Itanium platform when the month of date is greate than 10 How to reproduce: Run the command get_ovo_attributes to get attributes of a message. The [CREATION_DATE] and [CREATION_TIME] field values in the output are not correct.
ITSM008890 | Inconsistent Work Order ID number sequence when creating from template
| Service Desk client > Shortcut bar > Work order Service Desk client > Shortcut bar > Change Inconsistent Work Order ID number sequence when creating from template How to reproduce: 1. Service Desk client > Shortcut bar > Work order, Note the last current work order id or create one work order to ensure the current number is the latest.
2. Service Desk client > Shortcut bar > Change, Create a change and use a template that creates new work orders (e.g. New Employee).
3. Save and Close.
4. Service Desk client > Shortcut bar > Work order, Note the id jump from the manually created work order to the next created by a Change template.
ITSM008893 | sd_dataform is slow in retrieving a person's open servicecalls
| sd_dataform is slow in retrieving a person's open servicecalls if there is a large amount of servicecalls How to reproduce: 1. Run the command like below: $PRODUCTINSTALLDIR$\client\bin\sd_dataform -listalways "service call" "caller=BROKS00" "status.state!=Closed"
2. It takes a noticeable delay (more than 30 seconds) to open the servicecall list, if the total number of servicecalls is very large.
ITSM008898 | Unfriendly message when enter incorrect year entry in a date
| When entered illegal year in Date field, message box text popped up is not end user friendly. The message is "java.lang.RuntimeException: InvalidBoundArgument". It's a correct java exception error, but the error message has no meaning to end user.
It is wise to provide friendly error message, like 'The value for Year is invalid. The value must be between 1900 and 2999'.
How to reproduce:
1. Tools > Options > Form formats, select Long Date in the date field
2. Service Desk > Service Call, create a new service call
3. In the service call, select any Date field like "Actual Finish". Select a date first. Modify this date year part from 2006 (etc) to 0006. Select another field.
4. The error message will show up "java.lang.RuntimeException: InvalidBoundArgument".
Please provide more friendly message
ITSM008899 | Error message generated when invalid minutes/hours are entered, is missing field
| When prompted to enter hours and minutes in a field with a field with scroll bars in the history line, and an invalid value is entered: - Hours < 0, (i.e. -1) - Minutes x < 0 or x > 59 (i.e. -1 or 60) An error message is returned in a pop up window:
For hours: "The value for is invalid. The value must be between 0 and 99999999"
For Minutes: "The value for is invalid. The value must be between 0 and 59."
The field name (Hours or Minutes) after "The value for" is missing.
This has been seen in the actual duration hours and minutes field and in the History spent time hours and minutes field.
How to reproduce:
1. Service Desk > Service Call, create new a service call.
2. Service Call > History > Click Add button to add a new history line
3. In Actual duration hours and minutes fields, Fill invalidate minutes/hours (please fill the value instead of click pin button)
Minutes: -1
Hours: -1
4. Message box will show up without the field name
ITSM008905 | on SP20, template selection for New calls incorrectly triggers UI rules
| Since SP20, behavior concerning UI rules triggering changed. That change is certainly due to implementation of PB 8529 on SP20. Now if you open a New call using "New" icon or "CTRL/N", and then select within SC form, from drop down template selection list, a template containing for example "Status=Closed" , then the following UI rule will trigger:
"After existing item has been opened, where Status=Closed, then do some action".
As we are creating a new call, such rule shouldn't trigger even if condition "Status=Closed" is met. On all SP versions prior to SP20, this was working fine (i.e. no trigger).
Remark: if we define the above template as default template, then as we don't have to select the template from template selection list, then the UI rule doesn't trigger.
This works also if, instead of using "New" icon, we select File > New > Service call, and then choose the template.
Unfortunately, users are using intensively either CTRL-N or "New" icon, so don't want to use such workaround and need same behavior as before SP20.
1) Create a SC template with "Status= Closed"
2) Create a SC UI rule:
After existing item has been opened
where Status=Closed
(Limit field value range) Status equals In Progress;Closed;
3) Click on New button for Service call
4) From template selection list, select the template created in step 1.
5) You can see that UI rule triggered and Status is limited to "In Progress" and "Closed" only. THIS IS NOK.Rule shouldn't trigger as call is a New call and not an existing call and ALL status values should be available!
ITSM008921 | CI code list not visible in Admin Console > Data > Codes > CI
| Create a CI custom code field, with entity reference to CI Status. As both fields (CI Status and the custom field) now refer to the same entity, the CI Status code list will only be shown in the Admin Console when the custom field is enabled.
Administrator Console > Data > Custom fields
Administrator Console > Data > Codes > Configuration item
How to reproduce:
1. Administrator Console > Data > Custom fields, create a new CI custom field in the sub-category Entity Reference.
2. Select the following fields:
- Item: Configuration Item
- Field Key: test_field
- Name: test_field
- Validation Type: Entity Reference
- Entity to: CI Status
- Display Format: Text
3. Administrator Console > Data > Codes > Configuration item, take a look in the Code list of CIs (a refresh might be needed). You will see that the list CI Status is only visible when the custom field 'test_field' is activated.
ITSM008922 | Open the References of a 'Codes' or 'Customer Code' cause client hang up
| Description: When open the References of a 'Codes' or 'Customer Code', the client and server hangs up sometimes How to reproduce: 1. Start client. 2. Administrator Console -> Data -> Customer Code, create a new Customer Code, save it.
3. Open that Customer Code, Actions -> References, client will hang up
note: sometimes it couldn't be reproduced

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Defect Report | Description
SP23: |
ITSM008572 | Request: add Microsoft Windows Vista as Supported Platform for Service Desk 4.5
| Enhancement request details > Request support for Windows Vista in Service Desk 4.5. Assuming we would install this new OS next year, we would like to know upfront if SD4.5 will be supported and if the MS JVM will be supported too with Vista. Describe a scenario when the situation occurs
> next year when customer moves to Windows Vista
Describe any workarounds used today
> do not use Vista at this point
Describe what is unacceptable about the current situation
> may need to roll out this OS
Describe required functionality for expected behaviour
> Windows Vista is supported.
ITSM008713 | A change copied from another one unauthorized to be modified is read-only.
| Tools > System > Security > Access > Role > Details button > Status Access tab If an account is unauthorized to access change with "Closed" status, when it copy a closed change and paste it, a read-only change form is opened and it cannot be saved. It is impossible to create a new change directly from an existing closed change which is unauthorized to be modified.
How to reproduce:
1. Tools > System > System Panel > General Settings, enable the checkbox "Enable Status Entitlement"
2. Security > Access > Role, create a new role to access change. Open "Detailed Item Access" dialog of change and allow accessing all status except "Closed" in the tab "Status Access".
3. Security > Access > Application Account, create a new account with the role created in step 2.
4. Service Desk > Change, create a new change with the status "Closed".
5. Login with the account created in step 3.
6. Service Desk > Change, open the change created in step 4 - it is read-only.
7. Copy the change and paste it then a new change form is opened. The form is still read-only and status is empty. But it cannot be saved because status is empty.
ITSM008924 | can't create new custom field related to CI item
| Administrator Console > Data > Custom fields An error message pops up when creating new custom field related to CI How to reproduce: 1. Administrator Console > Data > Custom fields, right click "New custom field" 2. Fill "Item" with "Service call"
3. Fill "Validation type" with "Entity Reference"
4. Click on quick find for "Entity to" field, and try to select "Configuration item". You'll get a pop up message saying that "You are not allowed to view this attribute ui item or this may have been deleted by another user."
ITSM008926 | SD AP Server hangs up
| Description: The second time to create a Customer Code with "Text" field exceeding 50 charaters, the client hangs up. How to reproduce: 1. Start Client. 2. Administrator Console -> Data -> Customer Code, create a new Customer Code, input more than 50 characters into the "Text" field.
3. An error dialog is displayed. Click "OK" to close this dialog.
4. Eliminate some characters, make less than 50 characters in the "Text" field.
5. Save the Customer Code.
6. Create another new Customer Code, input more than 50 characters into the "Text" field. When try to save it, the client hangs up.
7. Try to open new client to connect to the same server, it failed.
ITSM008927 | Outage generation results in corrupted outage file in SD OVO integration
| Sometimes, creation of OVO outages triggered via SD (CI or Work Order) results in corrupted outage file on OVO server (size gets smaller and smaller and incorrect entries) mostly under huge work load. How to reproduce: 1. Install integration on Unix environment
2. Go to /opt/OV/sd/ovo/bin
3. Define CI or WorkOrd the outage time for CI via SD client
4. Run mkoutage.sh -ci:XX and mkoutage.sh -ci:YY at exactly the same time
5. The outage file results in corrupted
ITSM008933 | All calls for this caller dialogbox does not show any entries
| Service Desk > Client > Service Call Problem description : When using an overview action in a ui-rule to show all calls for a caller, this will result in a grey and empty dialog-window opening up. This is regardless of the entry for caller in the template which is used - it will not work with "current person" or a value for an existing person.
How to reproduce:
1. Create a Service Call template in which you only need to enter the required fields and a caller value. You can use either "current person" or an existing account. Save the template.
2. Create a ui-rule as follows:
When a value has changed
Where NOT (caller (*) is empty)
All calls for this caller (overview action)
3. Open a new service call, change from the default to the created template. A grey dialog popped up without no views.
NOTE: This happens only when changing the template after opening a call. If a call is opened, a caller entered and an overview action is executed, the dialog-box will work . The problem also does not show when the template is set as default and used directly when opening a new call.
ITSM008934 | ovo-sd.vbs script; Instruction text from OVOW is not scanned for embedded quotes
| Integration > ovo-sd.vbs Problem description : OVOW-SD integration. ovo-sd.vbs script aborts due to matched quotes in cmd.exe. Instruction text from OVOW is not scanned for embedded quotes. How to reproduce:
1. Generate instruction text from OVOW contains quote char
2. ovo-sd.vbs be triggered to invoke sd_event
3. vbs abort due to matched quotes in cmd.exe
ITSM008935 | Occasional 'java.lang.NullPointerException' error when viewing tickets.
| Have Service Call open and got to the Work Order tab and open a Work Order. The error occurs when you click back to the Service Call. Error messages / call stack : <Trace> java.lang.NullPointerException at com/hp/ifc/wf/AppEntityCache.setCachedRecordFieldNames
at com/hp/ifc/wf/AppEntityCache.initCache
at com/hp/ifc/wf/AppEntityCache.doQuery
at com/hp/ifc/wf/AppEntityHome.find
at com/hp/ifc/wf/AppEntityHome.load
at com/hp/ifc/wf/AppEntityHome.load
at com/hp/ifc/ui/AppGridView.formatColumn
at com/hp/ifc/ui/ViewUtils.setFields
at com/hp/ifc/ui/AppTableView.preLoadAutoFormat
at com/hp/ifc/ui/AppTableView.setViewInfo
at com/hp/ifc/ui/AppDataViewPane.setView
at com/hp/ifc/ui/AppDataViewPane.setView
at com/hp/ifc/ui/AppConsole.shortcutClick
at com/hp/ifc/ui/ShortcutClickEventHandler.invoke
at com/hp/ifc/ui/AppShortcutBar.onShortcutClick
at com/hp/ifc/ui/AppShortcutGroup.shortcutClick
at com/ms/wfc/core/EventHandler.invoke
at com/ms/wfc/core/Component.fireEvent
at com/ms/wfc/ui/Control.onClick
at com/hp/ifc/ui/AppShortcut.onClick
at com/hp/ifc/ui/AppShortcut.buttonClick
at com/ms/wfc/core/EventHandler.invoke
at com/ms/wfc/core/Component.fireEvent
at com/ms/wfc/ui/Control.onClick
at com/hp/ifc/ui/AppButton.onClick
at com/ms/wfc/ui/Control.wmMouseUp
at com/ms/wfc/ui/Control.wndProc
at com/ms/wfc/ui/Control$ControlWindow.wndProc
at com/ms/wfc/app/Window.callback
at com/ms/wfc/win32/Windows.DispatchMessage
at com/ms/wfc/app/Application$ThreadContext.runMessageLoop
at com/ms/wfc/app/Application.run
at com/hp/ifc/ui/AppConsole.main
ITSM008943 | Online help for webconsole on sorting orders needs to be corrected
| Problem description: The online help in the sd 4.5 web console, under Table Views, states that you are able to sort in ascending and descending order. This is incorrect and the current code only allows for sorting in ascending order. How to reproduce:
1. WebConsole > Help > Using the Service Desk 4.5 Web Console > Using View Types > Table Views
2. Point 1 states that "Click a column header once or twice to sort the column in ascending or descending order."
This is incorrect and current code only allows for sorting in ascending order.
ITSM008945 | Ovo-Sd.vbs; No Message State Changes fwd to SD. Script aborts in LEFT function.
| Problem details: No Message State Changes forwarded to SD (EG Acknowledge Message). Script Aborts in VBSCRIPT LEFT Function. The script expects numeric command line arguments in the form of a decimal number followed by hexadecimal representation of the number EG '0 (0x0)'; the script does not support other common parameter formats. The script uses VBSCRIPT function 'InStr' to search for a space in the numeric string to find the separator between the decimal and hexadecimal representation of the number. No editing is performed to validate that the numeric parameter passed is in the expected format. No check of the return value of 'InStr' is performed. When 'instr' returns a 'not found = 0' displacement in the string. The number 1 is then subtracted from the 'InStr' return value to calculate the number of characters to extract using the LEFT function. Subsequently, the LEFT function aborts trying to extract -1 characters out of the string.
In the following copy/paste from policy, there is no space on parameter 2. The standard policy passes a "0" numeric string as the old state.
Policy: Forward message changes to Service Desk 17
Rule: OV_Message_StateChangeEvent
Automatic Action:
cmd /c cscript.exe /NoLogo "C:\OVOSD\bin\Ovo-Sd.vbs" "<$WBEM:MessageId>" "<$WBEM:__CLASS>" "0" "<$WBEM:NewState>" "0"
OVO-SD.vbs Lines 482-484:
Case "OV_Message_StateChangeEvent":
' VPW -> SD
Result = FwdStateChange(OV_Message, Left(oArgs.item(2), InStr(oArgs.item(2), " ") - 1), Left(oArgs.item(3), InStr(oArgs.item(3), " ") - 1), oArgs.item(4))
The script should accept additional number formats especially a single decimal number.
ITSM008946 | since SP20 Service DB rules update data fails when using some SLA related fields
| Administrator Console > Data > Custom fields Administrator Console > Presentation > Forms Administrator Console > Business Logic > Database Rules SD client > Shortcut bar > Service DB rule for Service item, which runs update data action on related SLA item custom fields, is failing.
How to reproduce:
1. Administrator Console > Data > Custom fields, activate Service and SLA custom fields of different types (Boolean, Number, Date Time, String, ...)
2. Administrator Console > Presentation > Forms, add these custom fields in Service and SLA forms respectively.
3. Administrator Console > Business Logic > Database Rules, create a Service DB rule which will execute Update data action.
Check "Select a related item" option and choose SLA as related item
Add update data action for each of the custom fields selected in step 1.
SLA;SLA Date 1 set to [Srv. Date1]
SLA;SLA Shorttext1 set to [Srv.Shorttext1]
...
4. SD client > Shortcut bar > Service, relate a SLA record to a Service record.
5. Open the Service record and put some values in different custom fields.
6. You'll see some error messages in server log file concerning the SLA custom fields which couldn't be updated. The error message would be like this: the attribute '<SLA custom field name>' of this service level agreement cannot be modified, because the service level agreement item was opened in view mode or because the attribute is read-only.
NOTE:
The issue is definitely not specific to SLA item, but more general when using custom fields which are related.
ITSM008947 | Issue a warning message saying that the SLA already applies to
| Enhancement request details >When an SLA is selected via the Relate button, the SLA will be 'stolen' from the existing Service which it has been initially related to. when the Find Now button is clicked, only SLAs that does not have Service assigned to it is displayed. SLA-Service has one-to-one relations (one SLA can only have one service). Thus, the Advanced Find result should not display any SLA that already have Service assigned to it. User should only be allowed to choose SLAs that has not been assigned any Service. However, since Service is mandatory for SLA, it may be more logical to disable the 'Relate' button altogether.
we would like to disable the 'Relate' button so that this 'stealing' will not happen.
Describe a scenario when the situation occurs
>When a new service is created and a SLA is related to it, if the SLA is already related to another Service, it will be unrelated to that service. This caused a lot of problems since SLA will be unassigned without any control
Describe any workarounds used today
> None
Describe what is unacceptable about the current situation
>This 'stealing' causes a lot of problems to customer's production environment.
Describe required functionality for expected behavior
>Issue a warning message saying that the SLA already applies to <service>, do you want to replace that with this service and have the SLA no longer apply to the other service
ITSM008955 | CI field value defined in email template is not populated in outbound email
| Tools -> Options -> Advanced CI field value defined in email template is not populated in outbound email How to reproduce: 1. Select a person record and insert your email address in that person record. 2. Log on as that person
3. Tools -> Options -> Advanced. Check the box "send me email when items are assigned to me"
4. Administrator Console -> System Panel -> E-mail -> E-mail Templates. Select the change assignment template.
5. Add extra line in the message body: CIName: [Configuration item: Name1]
6. Save
7. Select a change and assign it to the person who has your email address.
8. Check the mail sent by sd and you will see that the CI name1 field is empty.
ITSM008956 | Request: add Microsoft IE 7 as Certified Browser for Service Desk 4.5
| Enhancement request details > request SD to certify with Internet Explorer 7. Describe a scenario when the situation occurs > we has the corporate direction to upgrade to IE7 in March 2007 Describe any workarounds used today
> currently using Microsoft Internet Explorer 6.0 SP2
Describe required functionality for expected behaviour
> SD can work fine with Microsoft Internet Explorer 7.0, such as Service Pages, WebConsole.
ITSM008960 | Logged On Users does not match Sessions in Active Servers overview
| Problem description: Logged On Users does not match Sessions in Active Servers overview SD client > Admin console > security > logged on users How to reproduce: 1 physical AppServer machine, with 3 server services using separate cache and server_settings.xml files:
Server0 and server2 are for GUI clients, running on ports 30999 and 30997. Server1 is for tomcat service pages service, running on port 30998.
There is also a development server (physically different machine) on the same network, pointing to a different database instance (copy of production, for testing purposes).
30999 has 43 active sessions, but only 27 users logged in
30998 has 9 active SSP sessions, all users accounted for
30997 has 44 active sessions, but only 21 users logged in
The administrator has been trying to get the Marked For Removal feature working, until it was explained that it will not work when the user still has a client running.
monitor the number of sessions regularly, just monitor every once in a while: Sometimes the numbers are perfectly OK, but sometimes not. About once every 2 weeks he says the numbers are wrong. The next day it's OK.
ITSM008961 | creating a call via mail failed on SP21 when 'Service' has a value in template
| SD client > Administrator console > System Panel > Email Problem description : It is not possible to create a call via mail after update to SP 21 when 'Service' has a value in the template. The customer updated to SP 21 from SP 15. Since then, creation of calls via mail is no longer possible when the setting of the command 'new' is set to anything else than 'unrestrictet' or 'only existing persons with account'.
How to reproduce
- create an SP 21 environment;
- create a person with an account;
- create a mail template and fill in required fields;
- in the template, enter a value for an existing service;
- for the new mail command, set the access to 'only existing persons'
- send a mail to the predefined address and see that a call will not be created.
- see the error-message in the logs;
wo, 24/01/2007 17:41:10 <Trace> java.lang.NullPointerException
at com.hp.ifc.util.marshal.AppCriterium.setValue(Unknown Source)
at com.hp.ifc.util.marshal.AppCriterium.setValue(Unknown Source)
at com.hp.itsm.servicedesk.cl.WFServiceCall.findAgreementReceivers(Unknown Source)
at com.hp.itsm.servicedesk.cl.WFServiceCall.findAgreementReceivers(Unknown Source)
at com.hp.itsm.servicedesk.cl.WFServiceCall.findMostRelevantSLAs(Unknown Source)
at com.hp.itsm.servicedesk.cl.WFServiceCall.findMostRelevantSLAs(Unknown Source)
at com.hp.itsm.servicedesk.cl.WFServiceCall.findMostRelevantSLA(Unknown Source)
at com.hp.itsm.servicedesk.cl.WFServiceCall.checkAndOrRetrieveService(Unknown Source)
at com.hp.itsm.servicedesk.cl.WFServiceCall.setCaller(Unknown Source)
at com.hp.itsm.servicedesk.cl.WFServiceCall.access$200(Unknown Source)
at com.hp.itsm.servicedesk.cl.WFServiceCall$3.set(Unknown Source)
at com.hp.ifc.wf.AppEntity.setValue(Unknown Source)
at com.hp.ifc.wf.AppEntity.setValue(Unknown Source)
at com.hp.itsm.srv.email.EmailCommandNew.execute(Unknown Source)
at com.hp.itsm.srv.email.AbstractEmailCommand.execute(Unknown Source)
at com.hp.itsm.srv.email.EmailParser.parse(Unknown Source)
at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)
at sun.reflect.NativeMethodAccessorImpl.invoke(Unknown Source)
at sun.reflect.DelegatingMethodAccessorImpl.invoke(Unknown Source)
at java.lang.reflect.Method.invoke(Unknown Source)
at com.hp.ifc.net.smtp.AppSmtpRequestHandler.process(Unknown Source) at com.hp.ifc.net.tcp.AppTcpConnection.processRequest(Unknown Source)
at com.hp.ifc.net.tcp.AppTcpThread.run(Unknown Source)
wo, 24/01/2007 17:41:10 <SMTP> Ended parsing duration: 1283 ms
ITSM008962 | Mail from client arrives but error message is shown.
| Error message appears when try to send test mail, if primary time zone is set with "MSKDT" Administrator Console > System Panel > Regional Settings > Time Zones tab page Administrator Console > System Panel > E-mail > General tab page How to reproduce:
1. Administrator Console > System Panel > Regional Settings > Time Zones tab page, set Primary Time Zone to "Moscow time MSKDT".
2. Administrator Console > System Panel > E-mail > General tab page, click the "Send Test Mail" button and enter the "TO" address, then press "OK" button. You'll get an error message like this:
Mail server 'abc' gives an error when try to send mail to: 'xyz': null
NOTE:
1. You will encounter the same error when using new e-mail feature from ITSM008425
- Send E-mail via three additional System Actions
- Manually send E-mail which is related to a Service Call
2. Besides "MSKDT", some other Primary Time Zones will have the same problem.
ITSM008964 | CI relations are not audited through the Web API
| Relating CIs as parent-child relation by Web API is not audited in the historylines. How to reproduce: 1. Set CI child and CI parent audit on. 2. Create two CIs, searchcodes are CI-OC-20105 and CI-OC-20106. 3. Run the program attached.
4. Check the history line, and the parent-child relation change is not audited.
ITSM008966 | Dates and times input in SD Client are out 1 hour on a DST change date
| Problem description: When you select a time zone with DST to be set as current client time zone, open a service call, input value of Planned Start field as some special datetime on a DST end date, and leave the focus from Planned Start field, the value of Planned Start will be automatically reduced by 1 hour; input value of Planned Start field as some special datetime on a DST begin date, and leave the focus from Planned Start field, the value of Planned Start will be automatically added by 1 hour.
How to reproduce it:
1. SD Client > toolbar > select a time zone for example "(UTC-05:00 DST) - Eastern Standard Time (New York) EST", which DST rule is beginning on the second Sunday 2 am in March and end the first Sunday 2 am in November;
2. SD Client > Service Desk > Service call shortcut > Open a service call;
3. Input value of Planned Start field as "04/11/07 04:00", and leave the focus from Planned Start field;
4. The value of Planned Start field is automatically reduced by 1 hour. It is not correct.
5. The value scope in 2007 that same with above case is [04/11/07 02:00, 04/11/07 04:59].
6. Input value of Planned Start field as "11/03/07 04:00", and leave the focus from Planned Start field;
7. The value of Planned Start field is automatically added by 1 hour. It is not correct.
8. The value scope in 2007 that same with above case is [11/03/07 02:00, 11/03/07 06:59].
ITSM008967 | Refresh of attachments in form doesn't work in dynamic form
| Administration Console > Presentation > Forms > Configuration Item Data > Codes > General > Generic Relation Type Administration Console > Business Logic > UI Rules > Configuration Item Refresh of attachments in form doesn't work in dynamic form
How to reproduce:
1. Administration Console > Presentation > Forms > Configuration Item. Create a single main CI form with basic info (i.e. required fields) and 1 insert point.
2. Create CI subform "formCat001" and subform "formCat002".
3. Create CI category 001 and category 002.
4. Set up a Generic Relation between CI Forms and CI Category.
Data > Codes > General > Generic Relation Type.
The From item is the Category of the item, and the To item is Forms.
Define subform FormCat001 be used for category 001.
Define subform FormCat002 be used for category 002.
5. Administration Console > Business Logic > UI Rules > Configuration Item. Set up a UI rule.
After existing item has been opened
where Category (*) is anything
Category -> test (Insert subform)
6. Create CI1, classify in category 001 and watch the subform is inserted. ADD AN ATTACHMENT 001.txt saves, close.
7. Create CI2, classify in category 002 and watch the subform is inserted. ADD AN ATTACHMENT 002.txt saves, close.
Open CI1; note the attachment name (001.txt).
Use the "NEXT ITEM" arrow to move to the next item.
Notice the attachment 001.txt is still there. It should not.
ITSM008968 | User cannot login to servicepages by using SP account.
| User cannot login to servicepages by using SP account. How to reproduce: 1. remove named user lisence. 2. login service pages via SP account. 3. Error message shown on service page indicates that login maximum named user number reached.
ITSM008969 | Saving subcontract Servicecall fails when audit is enabled
| Saving subcontract Servicecall fails when audit is enabled Description: If having auditing enabled for "Subcontract Calls", error occurred when saving subcontract Servicecall in some situations. How to reproduce: 1. Start client
2. Administrator Console > Security > Audit > Audit Rules > Service call, enabled the audit attribute "Subcontract calls"
3. Open a Servicecall, Menu > Actions > create subcontract servicecall
4. Error occurred when saving the subcontract servicecall. The error message is:
Nested exception is:
com.hp.ifc.io.AppStreamException: Unable to serialize object
Note: Now it is just reproduced in the customer's demo database, and only occurred in some accounts.
ITSM008974 | Naming conflict error when ACES importing from sp20.
| Naming conflict error when ACES importing. How to reproduce: 1. Open Administrator Console. 2. Select menu [File]-[Aces]-[Aces Export Wizard]. 3. All options are default and Select any ACES groups.
4. Select menu [File]-[Aces]-[Aces Import Wizard].
5. Add step 3 export file and 'Overwrite existing items' is ON and other options are default.
6. Open the log file when finished the import.
7. The message generated.
ITSM008976 | Not possible to attach attachement with WEB-API when Attachment Auditing is ON
| In SP20 it is not possible to attach attachment to the SC with WEB-API when Attachment auditing is turned ON. How to reproduce: Start server and run the attached program: C:\webapi>java -cp web-api.jar;libftp.jar;.\ ApiErrorDemo Exception in thread "main" null
Nested exception is:
java.lang.NoSuchMethodError
at com.hp.ifc.net.itp.AppItpProxy.__objectInvoke(Unknown Source)
at com.hp.ifc.net.itp.AppItpProxy.__voidInvoke(Unknown Source)
at com.hp.ifc.apiserver.ps.PApiServerEntity.insert(Unknown Source)
at com.hp.ifc.api.ApiHome.insert(Unknown Source)
at com.hp.ifc.api.ApiEntity.save(Unknown Source)
at ApiErrorDemo.addAttachment(ApiErrorDemo.java:72)
at ApiErrorDemo.demo(ApiErrorDemo.java:121)
at ApiErrorDemo.main(ApiErrorDemo.java:131)
ITSM008978 | Unable to modify UI rule with (When a value has changed + User Notification)
| Administrator Console -> Business Logic -> UI Rules Unable to modify existing UI rule with (When a value has changed + User Notification Message) any more, because a check is implemented on the condition/actions of UI rules. If you want to save such an UI rule, an error message will pop up: "There is a conflict between UI Rule event type [ When a value has changed ] and action [ User Notification Message ]"
But this check is too rough, it should only trigger on a combination of "When a value has changed" and "User notification message of severity Error/Warning". If the severity is Information, it should be allowed.
ITSM008983 | DST timezone problem with registration created time in advanced find on non-UTC
| Problem description: Suppose SD client in non-UTC time zone such as '(GMT-07:00) Mountain Time (US&Canada)'. In SD client Options, select date format as Short Date. In SD client advanced search, result is not correct when search 'registration created time on or before 01/04/06'.
How to reproduce:
1. Set the window system time on the service desk client machine to:
Time Zone set to '(GMT-07:00) Mountain Time (US&Canada)'
Time set to 18:40,2006-4-1
2. In Service Desk Client,set time zone to non-UTC such as 'MST' '(UTC-07:00 DST) - Mountain Standard Time (Denver) MST'
3. In Options, select date format as Short Date.
4. New 1 Service Calls,fill all the required fields,suppose it is created at '01/04/06 18:42'
5. Click 'Advanced Find',Look for 'Service call',View 'All Service Calls (Table)',add advanced criteria:
Registraction;Created on or before 01/04/06
6. Click 'Find Now',the search result is nothing. It's not correct.
ITSM008985 | Security breach. Password is not encrypted in logclient.txt
| Administration Console -> Data Exchange -> Data Exchange Security breach. Password is not encrypted in logclient.txt How to reproduce: 1. Administration Console -> Data Exchange -> Data Exchange. Task Data exchange task and select a data exchange task with the Import data into service desk box ticked and the user and password filled.
ITSM008989 | problem to relate an Org to SLA whose already had org related.
| SD Client > Shortcut Bar > Organization SD Client > Shortcut Bar > SLA The validation of parent-child relation is expected when multiple organizations are related to a SLA. How to reproduce: 1. SD Client > Shortcut Bar > Organization, Create two items ORG-1 and ORG-2, and let them have parent child relation.
2. SD Client > Shortcut Bar > SLA, Create a new item SLA-1. Relate ORG-1 as the receiver, don't save the SLA, then relate ORG-2. This change can be saved without any warning message. Actually there should be a validation of parent-child relation, since they are not allowed to be related to the same SLA.
ITSM008990 | The value of date type in mail sent by DB rule is based on UTC timezone
| Administrator Console > Data > Custom Fields Administrator Console > Presentation > Forms > Service call Administrator Console > Business Logic > Database Rules > Service call SD client > Shortcut bar > Service call The date in mail by DB rule is always based on UTC timezone.
1. Administrator Console > Data > Custom Fields, create a SC custom field with the following properties:
Item = Service call
Field key = sc_date_1
Name = sc_date_1
Validation Type = Date
Activate = Yes
All Categories = Yes
2. Administrator Console > Presentation > Forms > Service call, add 'sc_date_1' to the form.
3. Administrator Console > Business Logic > Database Rules > Service call, create a DB rule like this:
When service call is modified
where NOT (sc_date_1 (*) is empty)
(Send e-mail message), Send to: abc, Subject: xyz, Message: sc_date_1: [sc_date_1]
4. SD client > Shortcut bar > Service call, open an existing SC item, and type the sc_date_1 field by using its Calendar. The date in the received mail message is however one day back with what you've entered.
ITSM008995 | Custom Field not populated with UI-Rule
| Administrator Console > Data > Custom Fields > Service call Administrator Console > Presentation > Forms > Service call Administrator Console > Business Logic > UI Rules > Service call SD Client > Shortcut bar > Service call Custom Field cannot be populated with the 'Assignment; To Person; email' field via UI-Rule
How to reproduce:
1. Administrator Console > Data > Custom Fields > Service call;
- activate a custom field (Short Text) and name it 'email assigned person'
2. Administrator Console > Presentation > Forms > Service call;
- add 'email assigned person' to the form
3. Administrator Console > Business Logic > UI Rules > Service call;
- create the following UI-Rule:
When a value has changed
Where NOT (Assignment;To person (*) is empty)
(Update Data) email assigned person set to (Assignment To Person email)
4. SD Client > Shortcut bar > Service call;
- open an existing Service call and change the assignment;to person field. It can be seen that 'email assigned person' stays blank
ITSM009008 | Set max query rows of "Service Today"
| Service Desk Client > Service Today How to reproduce: Service Desk Client > Service Today There is no max query rows limitation of view "Service Today".

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Defect Report | Description
SP24: |
ITSM007659 | Drag and drop options for related entities not working correctly
| Service Desk > Client If customer relates 2 entities, for example Servicecall and Problem, he can enter the type of relation based upon the relation codes he has entered: If he does this the 'standard way'- i.e. enter the relation tabs where appropriate, then everything works fine.
If there are some relation codes which are blocked, these will not appear in the drop down list.
However, if he uses the 'drag and drop' option to relate entities, it found find that the 'blocked' relation codes still appear in the list.
When he tries and uses these blocked codes, he gets the following message:
'You are not allowed to view this service event relation type or this may have been deleted by.'
How to reproduce:
1. Service Desk > Tools > System > Administrator Console > Data > Codes > General > Service Event Relation Type
Create some relation codes and block them
2. Service Desk > Client Drag a service call onto problem, Choose Relation Type form will occur.
3. Choose a 'blocked' code and error message will appear.
A change needs to be made to not display those codes in the first place, where they are blocked, using the drag and drop option.
ITSM008981 | "on" operator in advanced find does not work at UTC+n time zone
| Problem description: When you use "on" operator in Advanced find and specify a date, the search will not return anything (ie 0 matches) even though there are valid entries out there. How to reproduce: 1. Select current time zone as UTC+n, for example, CTT.
2. Create a service call (or any item)
Reg created will be today's date.
3. Click on Advanced find > Advanced > field: reg created > ON operator > today's date > Add > Find Now.
4. Nothing found by search.
5. Change condition and modify operator to "is between", today's date: 0:00 and today's date: 23:59,
Add > Find Now: search returns the item created in step 2.
ITSM008997 | Audit of attachments fail after item is refreshed
| Administrator Console > Security > Audit > Audit Rules > Service call SD client > Shortcut bar > Service call Audit of attachments fail after item is refreshed. How to reproduce: 1. Administrator Console > Security > Audit > Audit Rules > Service call;
- enable audit on attachment.
2. SD client > Shortcut bar > Service call;
- open an existing Service call, attach a file and save. It could be seen that an audit entry is added into history line.
3. Press F5 to force refreshing the form.
4. Attach another file to the call, now you will see that audit entry is not added.
ITSM008999 | WO Planned times are different in the WO form than in history line
| Administrator Console > Data > Templates > Work order Administrator Console > Data > Templates > Work order Predecessor Administrator Console > Data > Templates > Change Administrator Console > Business Logic > Database Rules > Change SD Client > shortcut > Service Desk > Change
WO Planned times are different in the WO form and in the View of WO in the Change form than in the WO history lines. The values in the WO form are the same as in the View of WOs in the Change form, and are wrong. The value in the history line is correct.
How to reproduce:
1. SD Administrator Console > hp OpenView service desk > System Panel > General Settings > Application,
Planned Time Calculation Uses "Opening Hours Calendar Of Assigned Workgroup For All Items"
2. SD Administrator Console > hp OpenView service desk > Data > Templates > Work order,
New 7 Templates "TestWO_0", "TestWO_1", ..., "TestWO_6",
Template Category = Work Order,
Applied Calendar = General (as set in General Settings),
Assignment, To workgroup = Desktop Specialists,
Description = TestWO_0, TestWO_1, ..., TestWO_6,
Planned Duration = 8:00,
Planned Start = Offset: 0 days, Offset: 1 days, ..., Offset: 6 days,
Status = New
3. SD Administrator Console > hp OpenView service desk > Data > Templates > Work order Predecessor,
New 6 Templates "To: TestWO_5", "To: TestWO_4", ..., "To: TestWO_0",
Template Category = Work Order / Predecessors,
Predecessor = Template: TestWO_5, Template: TestWO_4, ..., Template: TestWO_0,
Successor Starts Only If Predecessor Is Closed = Yes
4. Fill predecessor of above work order templates respectively:
TestWO_6.Predecessor = Yes (Relate To: TestWO_5),
TestWO_5.Predecessor = Yes (Relate To: TestWO_4),
TestWO_4.Predecessor = Yes (Relate To: TestWO_3),
TestWO_3.Predecessor = Yes (Relate To: TestWO_2),
TestWO_2.Predecessor = Yes (Relate To: TestWO_1),
TestWO_1.Predecessor = Yes (Relate To: TestWO_0)
5. SD Administrator Console > hp OpenView service desk > Data > Templates > Change,
New Template "TestChange",
Description = TestChange,
Deadline = Offset: 7 days,
Planned Duration = 56:00,
Planned Start = Offset: 0 days,
Status = Registered,
Work orders = Yes (Relate TestWO_6)
6. SD Administrator Console > hp OpenView service desk > Business Logic,
Block all the Database Rules and UI Rules of Change and Work order.
7. SD Administrator Console > hp OpenView service desk > Business Logic > Database Rules > Change,
Create a db rule that contains data update action:
When change is created
where Template;Template category (*) equals Change
AND NOT (Deadline (*) on Planned Finish)
Deadline=Planned Finish (Update Data) Deadline set to [Planned Finish]
8. Make sure all the time zones of "SD Client OS local time zone", "SD Client current time zone" and "Desktop Specialist group's time zone" are the same one.
For example,
SD Client OS local time zone = (GMT+01:00) Amsterdam, Berlin, Bern, Rome, Stockholm, Vienna
SD Client current time zone = (UTC+01:00 DST) - European Central Standard Time (Amsterdam) ECT
Desktop Specialist group's time zone = (UTC+01:00 DST) - European Central Standard Time (Amsterdam) ECT
9. SD Client > Service Desk > Change shortcut,
New a Change using template "TestChange", check values so that db rule could be triggered, Save &
ITSM009001 | Entering service value for subform twice will cause NullPointer
| Admin Console > Presentation > Forms > Service Call Admin Console > Data > Codes > General > General Relation Type Admin Console > Business Logic > UI Rules > Service Call GUI > Service Call > New > Choose Form > (make 'Main' the default form) > Main
Switching sub form twice through UI rule and General Relation Type will cause NullPointerException
How to reproduce:
1. Admin Console > Presentation > Forms > Service Call
1> Create a new form named 'Main', add the required fields, and then enter two insertion markers named 'Ins1' and 'Ins2'.
2> Create a new sub form named 'Sub1'. Add a new page tab to the form. On this tab enter one or two fields which are not on the main form;
3> Create a sub form named "Sub2" too.
2. Admin Console > Data > Codes > General > General Relation Type
1> Create a new Generic Relation Type:
Text: Test1 Service To Form
From Item: Service
To Item: Form
In the Box 'Relations for this type' press 'Add':
From: Choose the Service 'Server'
To: Choose the sub form 'Sub1'
2> Create a new Generic Relation Type:
Text: Test2 Service To Form
From Item: Service
To Item: Form
In the Box 'Relations for this type' press 'Add':
From: Choose the Service 'Webhost'
To: Choose the sub form 'Sub2'
3. Admin Console > Business Logic > UI Rules > Service Call
1> Create a new UI-Rule:
When a value has changed
where Service (*) is anything
Service -> Test1 service to form (Insert subform)
2> Create a new UI-Rule:
When a value has changed
where Service (*) is anything
Service -> Test2 service to form (Insert subform)
4. GUI > Service Call > New > Choose Form > (make 'Main' the default form) > Main
In the new call, enter 'Server' as service > 'Sub1' will come up and display 'page1'.
Change the service to 'Webhost' > a NullPointerException will be thrown.
ITSM009004 | Open Servicecall with attachments is slow
| Open Servicecall with attachments is slow Service Desk > Client > Service Call Problem description: After upgrading to SP17, opening servicecall with attachments attached, it takes a long time to open them for users in remote sites.
ITSM009005 | The 'From Address' field in DB/UI rule for E-mail SC is not hidden as it should
| SD client > Shortcut bar > E-mail Service Call; Administrator Console > Business Logic > UI Rules > E-mail Service Call; Administrator Console > Business Logic > Database Rules > E-mail Service Call; The 'From Address' field in DB/UI rule for E-mail SC is not hidden as it should be.
SD client > Shortcut bar > E-mail Service Call;
- When create a new item, the 'From Address' field in the form is not editable, and its value is read from the E-mail settings directly.
Administrator Console > Business Logic > UI Rules > E-mail Service Call;
- When design a UI rule, the 'From Address' field is still visible in 'Update Data' action and 'Data Update from External System' action. Obviously this behavior is not consistent with that in E-mail SC form. In this sense, the field should be hidden from being chosen.
Administrator Console > Business Logic > Database Rules > E-mail Service Call;
- For the same reason, the field should be invisible as well.
ITSM009007 | UI rules do not fire by using approval deadline changed.
| UI rules do not fire by using approval deadline changed. Service Desk client > Service Call > Service Call form > History How to reproduce: 1. Administrator console > business logic UI Rule > service call Create a UI rule, When a value has changed
where NOT (Deadline (*) is empty) , test (Update Data) Description set to this is a test
2. Create a Service Call, change the deadline in Approval tab, UI rules do not fire.
ITSM009010 | Japanese language broken in 'Multiple Update' dialog box.
| Problem description : Japanese language broken in 'Multiple Update' dialog box. How to reproduce: Test case <step by step description> : 1. On windows 2000
2. First, create two records and any field set blank (ex. 'Person' record 'Employee number' field)
3. Open Administrator Console.
4. Set 'Required Field' to 'Always required' about (1.) set blank field. (ex. 'Person' - 'Employee number')
5. Save this setting.
6. Restart client.
7. Select on view about (1.) create two recodes.
8. Right click and select 'Update All..' menu.
9. Modify another field.
10. Press OK button.
11.'Multiple Update' dialog popup but Japanese message broken.
ITSM009012 | java.lang.ClassCastException error when copying an account
| Administrator Console -> Security --> Application Account java.lang.ClassCastException error when copying an account How to reproduce: 1. Administrator Console -> Security --> Application Account. Place the cursor over an account that you want to copy, press Ctrl-C
2. Paste the account (Ctrl-V). The form will open and the display name will show it is a copy of another account. Change display name, login name and password, but DO NOT change the role, press Save and Close.
An error will pop up, java.lang.ClassCastException: com/hp/ifc/types/AppOID
at com/hp/idk/rep/RolesPerAccount.afterInsert
Press OK and close. You will see that the account is saved correctly, and the accounts tab of the role is also updated correctly, but this error is CONFUSING for the Administrator.
ITSM009014 | Web-api throws error when save a workorder with Configuration Item set required
| When using web-api to save a workorder that has Configuration Item as required an error is thrown even with a CI already associated. How to reproduce: 1. Administrator Console > Security > Prevention > Required Fields Set Configuration Item as required field for work order
2. Create a workorder and update with all required fields and save
3. Try to update and save the workorder using web-api
4. An error is thrown even the CI has already been related.
ITSM009015 | Blocked CIs are still available in the CI drop down list in Service pages
| Blocked CIs are still available in the CI drop down list in Service pages. How to reproduce: 1. In Demo database, open a CI, check "Blocked' in history tab and save it. 2. Open service pages, go to a page, such as "Service call >> New service call"
3. In CI drop down list, the blocked CI is still there.
ITSM009017 | sd_import reconciliation doesn't work when changed field uses just dashes.
| Administrator Console > Data > Data Exchange Task Reconciliation import does not work when changed field uses just dash. How to reproduce: 1. Create an ODBC Data Source for the example Excel spreadsheet provided with Service Desk, demo_excel.xls.
2. Administrator Console > Data > Data Exchange Task, open the task with import mapping 'demo_excel'.
3. Configure the task with the following settings.
- Option 'Export data from a storage device': selected
- Export mapping: demo_excel.ini
- Exchange file: demo_excel.xml
4. Click 'Start...' button. It can be seen that the person records are imported into demo_excel.xml.
5. Re-configure the task with the following settings.
- Exchange file: demo_excel.xml
- Option 'Import data into Service Desk database': selected
- Import mapping: demo_excel
6. Enter account/password, and click 'Start...' button. Now the person records are imported into Service Desk.
7. Open demo_excel.xml. Do the following changes for the first person record and save as 'my_demo_excel.xml'.
- EMAIL: maarten_vandongen@acme.com-xyz
8. Re-configure the task with the following settings.
- Exchange file: my_demo_excel.xml
- Option 'Import data into Service Desk database': selected
- Import mapping: demo_excel
- Option 'Use delta processing': selected
- Previous Exchange file: demo_excel.xml
9. Enter account/password, and click 'Start...' button. The change in step 7 is not reflected in Service Desk.
ITSM009021 | Changing template for Change sets approval result to 'approved'
| Administrator Console > Data > Templates > Change SD Client > Shortcut bar > Change Changing template for Change sets approval result to 'approved' and status to 'ready'. How to reproduce: 1. Administrator Console > Data > Templates > Change
- Create a new Change template t1, and set Approval Group to 'Helpdesk'.
2. SD Client > Shortcut bar > Change
- Create a new Change item with form 'Change with Approval'.
- Go to Approval tab and fill the following fields.
Initiator: BARNS
Approval Group: Helpdesk
#Approvers required: 2
Approval Status: Active
- Set template to t1, and it can be seen that some fields are changed as follow.
Result: Approved
Approval Status: Ready
This means that ever user with the permission to create a Change can potentially also approve it by merely changing the template.
ITSM009023 | Approval Result is inconsistent
| SD Client > Service Desk shortcut > Service call, Workorder, ..., Project > Approval tab After the user changes the voting, the result does not change from 'Rejected' to 'Incomplete' as expected. How to reproduce: 1. Create a Work Order 2. Enter all mandatory field, in Approval tab,
Choose 'ADAMP' as Initiator
Choose 'CAB' as Approval Group
Enter '2' in # Approvers Required
Choose 'Active' as Approval Status
3. Save the Work Order
4. Re-open the Work Order
5. Select two approvers from the list and Choose 'Yes' as Approved. Result will now show 'Approved'.
6. Save the Work Order
7. Re-open the Word Order
8. Select one of the above two approvers and change Approved from 'Yes' to 'No'. Result will show 'Rejected'. It is not expected.
9. Save the Work Order
10. Re-open the Word Order
11. Approval Result does not change to 'Incomplete' as expected. The result remains as 'Rejected'.
ITSM009024 | Problem returns in SP22 after having been fixed with itsm008529
| Changing template in form via dropdown-box does not trigger insertion of subform How to reproduce: 1. Administrator Console > Data > Templates > Configuration Item; - Create two new templates. Name: Test
Template Category: CI
Field 'Category': Hardware
Tick 'default template' box
Name: Test 2
Template Category: CI
Field 'Category': System
2. Administrator Console > Presentation > Forms > Configuration Item;
- Design two new forms.
Name: CI Test
Insert Field 'Category' and 'ID'
Insert Insertion Marker and rename to 'IM Test'
Name: CI Test Sub
Tick 'subform' box
Insert Field 'Search code', 'Status' and 'Max. Installations'
3. Administrator Console > Data > Codes > General > General Relation Type;
- Add a new general relation type.
Text: CI Dynamic Form
From Item: CI Category
To Item: Form
Relations for this type - Add:
From: System
To: CI Test Sub
4. Administrator Console > Business Logic > UI Rules > Configuration Item;
- Define a new UI rule.
After new item has been opened
OR After existing item has been opened
OR When a value has changed
where Category (*) is anything
Category -> CI Dynamic Form (Insert subform)
5. SD Client > Configuration Item;
- Create a new CI item (File - New - Choose Form 'CI Test')
- Change the template via dropdown-box to 'Test 2'
It can be seen that although category is set to 'system', no subform is inserted.
ITSM009025 | Work order notification with Service Call ID fails
| Administrator Console > System Panel > E-mail > E-mail Templates tab page; Menu Tools > Options > Advanced tab page; SD client > Shortcut bar > Person; SD client > Shortcut bar> Work order; WO assignment notification fails to arrive if [Service call; ID] is added to e-mail template.
How to reproduce:
1. Administrator Console > System Panel > E-mail > E-mail Templates tab page;
- Open the WO Assignment notification template, and add [Service call; ID] to the body field.
2. Menu Tools > Options > Advanced tab page;
- Make sure the option "send me e-mail when items are assigned to me" is enabled for your current account.
3. SD client > Shortcut bar > Person;
- Create a new person item Person-A. Relate it with your current account, and enter your e-mail address to E-mail field.
4. SD client > Shortcut bar> Work order;
- Assign any WO to Person-A, but no e-mail is received.
ITSM009031 | Overview Action for Open Service Calls by Caller Location not working
| SD client > Shortcut bar > Person; SD client > Shortcut bar > Service call; Administrator Console > Business Logic > Actions > Overview Actions; Overview Action for open calls by Caller's Location is not working. 1. SD client > Shortcut bar > Person;
- Create a Person record associated with a Location.
2. SD client > Shortcut bar > Service call;
- Create a Service call with that Person as the Caller.
3. Administrator Console > Business Logic > Actions > Overview Actions;
- Create a Service call Overview Action that will launch a View of open calls where Caller;Location equals Caller;Location.
4. SD client > Shortcut bar > Service call;
- Create a new Service call and enter your Person created in Step 1 as the Caller.
5. Not save the Service call, attempt to run your Overview Action to see the open calls for the Caller's Location. No records will be listed.
ITSM009032 | When copy/paste CI value of Custom fields don't copied
| Administrator Console > Data > Custom fields > Configuration Item; Administrator Console > Presentation > Forms > Configuration Item; Administrator Console > Data > Copy fields > Configuration Item; SD client > Shortcut bar > Configuration Item;
When copy/paste CI the values of Custom fields are not copied
How to reproduce:
1. Administrator Console > Data > Custom fields > Configuration Item;
- Activate an existing Short Text custom field for Configuration Item. Enable it for Category 'Hardware'.
2. Administrator Console > Presentation > Forms > Configuration Item;
- Add the Custom field to the form.
3. Administrator Console > Data > Copy fields > Configuration Item;
- Tick the checkbox for the Custom field.
4. SD client > Shortcut bar > Configuration Item;
- Create a new CI. Set Category to 'Hardware' and fill out this custom field. Save and close CI.
- Select CI at the view and then copy and paste it. The value of that Custom field is NOT copied.
ITSM009034 | The field status is not showing the values in the Web Console
| Administrator Console > Security > Role SD Client > shortcut > Service Desk > Service call Web Console > Service call The field status is not showing the values in the Web Console. How to reproduce:
1. Login SD Client as system, open role 'HelpDesk', select item 'Service call', click button 'Details...', goto tab 'Status Access',
select 'Status from'='Registered', 'Status to'='Waiting'.
2. Create a service call, fill required fields, select 'Status'='Completed', save it.
3. Login SD Client as VINKR that with role 'HelpDesk', open the service call with 'Completed' status, all the fields are read-only.
4. Login Web Console as VINKR, open the service call with 'Completed' status, all the fields are read-only.
But the 'Status' field is not showing the value.
ITSM009463 | Service Event Relation will not be saved automatically in Client 2008
| Client 2008 > Service Event Relation Service Event Relation will not be saved automatically when closing Service Event Relation Dialog. How to reproduce: 1. Login as system account 2. Go to Shortcut Bar > Problem, open an existing problem
3. Execute the action "Create Change - copy values from current item"
4. Input the required fields for the new change
Save and Close the change
5. In the popup "Service Event Relation" dialog:
Choose Relation type
Click "OK" to close this dialog
6. Then close without saving the problem
7. Reopen the problem, go to the Relations tab
Check the Relation
Note: Service Event Relation will be still saved when its parent item(such as Service Call, Problem etc.) saves.
ITSM009464 | Service Event Relation can not be saved sometimes when ITSM008741 is enabled
| Client 2008 > Service Event Relation Service Event Relation can not be saved sometimes when ITSM008741 is enabled How to reproduce: 1. Login as system account 2. Go to Administrator console > System panel > General Settings > Application
Select all three check boxes under User Notification Message
Set Details to "All Persons (Table)"
3. Go to "Shortcut Bar > Problem"
Open an existing Problem
Execute the action "Create Change - copy values from current item"
4. Input the required fields for the new change
Save and Close the change
5. In the popup "Service Event Relation" dialog:
Choose Relation type
Click "OK" to close this dialog
6. Then save and close the problem
7. Reopen the problem, go to the Relations tab
Check the relations
Note: this issue only exists when ITSM008741 is enabled.
ITSM009473 | Error Message "Widget is disposed" in Client 2008 when using dynamIc forms
| Service Desk Client2008 -> Service call "Widget is disposed" error pops up when the combo box field in the condition of the UI rule is changed which using dynamic forms. How to reproduce 1. Service Desk -> Administrator Console, create a Service call Master form and include an insertion Marker. Create also a subform with the fields that will be included in the Master form if the conditions are met.
2. Create a generic relation of Service call Status to Form. Add as relations of this type the statuses 'In Progress' and 'Waiting'.
3. Create the UI rule to insert the subform when the status condition is met.
4. Service Desk -> Service call, create a new call with the Master form with a status 'Registered' and save.
5. Change the status of the call to 'In Progress'. The subform is inserted, but a 'Widget is disposed' error pops up. Press OK, fill out the rest of the fields and save.
6. Change the status to 'Waiting'. The error 'Widget is disposed' pops up. From here on, the error pops up whenever you modify the status, whichever status you choose, and whether subform is inserted or removed or not.

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Defect Report | Description
SP25: |
ITSM009035 | Valid entries of Workorder are removed from outage file by running mkoutage
| SD Client > shortcut > Service Desk > Work order SD OVOU > /opt/OV/sd/ovo/bin/ Existing entries of Workorder in outage file that are still valid are removed by another execution of mkoutage <-wo:wonr>. How to reproduce: 1. SD Client > toolbar > TimeZone, select 'UTC'
2. SD Client > shortcut > Service Desk > Work order, create two workorders named 'TestWO1' and 'TestWO2'
3. For 'TestWO1', set fields:
Status=New
Description=TestWO1
Go to CIs / Outage tab, relate CI 'DB001', then double click this CI to open form 'Ci on Workorder with Outage Info',
check 'Ci Affected By Outage', then click right button to open form 'Outage Info',
Severity=Critical
Msg. Operation=SUPPRESS
Application=OpC
Msg. Group=DBA
Outage Start=01/07/07 12:00
Outage End=01/08/07 12:00
Suppose its ID is 1001
4. For 'TestWO2', set fields:
Status=New
Description=TestWO2
Go to CIs / Outage tab, relate CI 'DB002', then double click this CI to open form 'Ci on Workorder with Outage Info',
check 'Ci Affected By Outage', then click right button to open form 'Outage Info',
Severity=Critical
Msg. Operation=SUPPRESS
Application=OpC
Msg. Group=DBA
Outage Start=01/07/07 12:00
Outage End=01/08/07 12:00
Suppose its ID is 1002
5. Suppose the time zone in the OVOU machine is 'UTC', and current date time is '04/07/07 12:00'
6. SD OVOU > cd /opt/OV/sd/ovo/bin/
7. Run command 'mkoutage -wo:1001', the entries of Workorder 1001 are writed into outage file
8. Run command 'mkoutage -wo:1002', the entries of Workorder 1002 are writed into outage file, but valid entries of Workorder 1001 are removed from outage file
9. Run command 'mkoutage -wo:1001', the entries of Workorder 1001 are writed into outage file, but valid entries of Workorder 1002 are removed from outage file
ITSM009039 | When using long "Display Name" ORA-01401 error generates.
| When using long "Display Name" ORA-01401 error generates. How to reproduce: 1. Enable Enhanced Auditing about Logged on users. 2. Set Long Display name (Over 17 characters using 2 byte character) about Application Account. 3. Logon the Long Display name account.
4. ORA-01401 error generates.
ITSM009042 | Auditing of the relations of CI does not work as expected.
| Tools > System > Security > Audit > Audit Rules > Configuration Item CMDB > Configuration Item > Related CIs When the CI relation in one CI is updated, the information is audited in the CI history lines but not in another CI's history lines. How to reproduce:
1. Tools > System > Security > Audit > Configuration Items, enable "Related CIs" to be audited.
2. CMDB > Configuration Items, create three CIs: CI1, CI2 and CI3.
3. Open CI1 and go to Related CIs tab. Click the button "Relate" to relate CI2 with CI1 and set CI relation type to "Connected". Check the history lines of CI1. The information is audited correctly. Save CI1.
4. Open CI2 and check its history lines. The related information is audited correctly.
5. Reopen CI1 and go to Related CIs tab. Select the relation between CI1 and CI2 and click the button "Modify Relation". Change CI relation type to "Original". Check the history lines of CI1. The information is audited correctly. Save CI1.
6. Open CI2 and check its history lines. The updating information is not audited.
7. Reopen CI1 and go to Related CIs tab. Select the relation between CI1 and CI2 and click the button "Modify Relation". Change related CI from CI2 to CI3. Check the history lines of CI1. The information is audited correctly. Save CI1.
8. Open CI3 and check its history lines. The related information is audited correctly.
9. Open CI2 and check its history lines. The unrelated information is not audited.
ITSM009043 | DB and UI rules re-ordering.
| Administrator Console > Business Logic > Database rules > Service call; The newly created rule is not at the last row when being copied/pasted 1. Delete the rule 'Set Folder field to Caller's folder'. 2. Copy and Paste the rule 'Demo rule; Set Approval Status to Ready one minute after passing Deadline'. It can be seen that the newly created one is not at the last row.
Note: This issue occurs with UI rules too.
ITSM009044 | Bulk creation of Configuration Items' relations per drag & drop is slow.
| SD Client > Shortcut Bar > Configuration Item When relating several CIs per drag & drop to a CI which already has a lot of relations, the creation of the relationships takes a long time. How to reproduce: 1. Open CI "PCKAY01", menu "File -> Save as template".
2. Change to any CI table-view if not already done so.
3. Menu "Actions -> Generate CI Wizard", choose the template created above, modify the amount of CIs to be created from 1 to 900 and add the pre-fix "OV".
4. Create another 30 CIs with the same template with the pre-fix "OW".
5. Create a CI, save and close it.
6. Reopen this CI, choose the tab "related CIs". Highlight all 900 "OV"-CIs and then drag & drop them to it. This takes some time but is to be expected.
7. Save and close the CI. Reopen it, highlight all 30 "OW"-CIs and drag & drop them to it. It takes a long time.
ITSM009045 | add an option 'Enable Searching HistoryLine on Advance Find' on Administrator...
| SD client > Shortcut bar > Service call > Advanced Find... HistoryLines could be searched by typing the search field manually. 1. Open the Service call Advanced Find window. 2. Navigate to the advanced tab page, and verify that HistoyLines are not available in the list of fields to search.
3. Manually enter "History;Information" in the search field, and you are now able to search HistoryLines information.
Note: this issue happens to Views too.
ITSM009046 | Exception occurred when refreshing the view "Service Calls By Status (Explorer)"
| An error message will pop up when refreshing the view "Service Calls By Status (Explorer)" SD Client > Shortcut Bar > Service call How to reproduce: 1. SD Client > Shortcut Bar > Service call, change to the view "Service Calls By Status (Explorer)".
2. Administrator Console -> Data -> Codes -> Service call -> Service call Status, select the tree node.
3. Switch to the explorer view of Service call again, hit F5, an error message will popup:
java.lang.RuntimeException: ViewInfo type not supported by this viewer
ITSM009047 | hpunix 11.23 update2 support
| hpunix 11.23 update2 support HP-UX B.11.23 Itanium HPUX B.11.23 PA-RISC will be low prior.
ITSM009051 | Blocked services are available in Servicepages
| When a new service call is created in Servicepages, blocked services are available in the drop-down field service. How to reproduce: 1. Tools > System > System Panel > License, add an available SLM license. 2. Security > Access > Application Account, create an account with Helpdesk role.
3. Organization Shortcut > Person, create a person and related it with the account in Step 2.
4. SLM Shortcut > Service Level Agreement, create a new service level agreement and set the person as its receiver.
5. SLM shortcut > Service, create a new service and relate it with the service level agreement in step 4. Block the service.
6. Login Servicepages using the account.
7. Servicepages > Service call > New service call, the service in step 5 is available in the drop-down field service.
ITSM009052 | An item created by a person with limit permission is locked until closing client
| Tools > System > System Panel > General Settings > Application tab Security > Access > Role When user notification message is enable, once a person create an item it has no permission to access and close the item, other persons can not open the item unless the person exits client console.
How to reproduce:
1. Tools > System > System Panel > General Settings > Application tab, check all checkboxes of User Notification Message and select "All Persons (Table)".
2. Security > Access > Role, create a role "Role B" to access service call.
3. Copy the role "Role B" to "Role A". Open "Role A" and select Servicecall and click Details button and set its modification permission when assigned to the user's workgroup on Access tab.
4. Security > Access > Application Account, create two accounts "Account A" and "Account B". Relate "Account A" with the role "Role A" and "Account B" with "Role B".
5. Organization shortcut > Person, create a person "Person A" and relate it with the account "Account A" and create a workgroup "Workgroup A" as its workgroup.
6. Create another person "Person B" and relate it with the account "Account B" and create a workgroup "Workgroup B" as its workgroup.
7. Login with "Account A". Create a new service call and set "Workgroup B" as the Assignment to workgroup. Save and close the service call. Do not close the client console.
8. Login with "Account B". Open the service call created in step 7 and a notification dialog pops up: "This item has already been opened by another user".
9. Close the client console of "Account A" and reopen the service call by "Account B" - It is opened correctly.
ITSM009062 | Problem with Adding an Approver in Change Record
| SD client > Shortcut bar > Change; The Add button on the Approval tab page is grayed out after add an approval. 1. Create a new Change item in 'Change with Approval' form. 2. The Add button on the Approval tab page is disabled by default. Set Initiator to enable the button.
3. Click the Add button on the Workorders tab page. Close the Workorder form without save.
4. Go back to the Approval tab page and add an approval. It can be seen that the button is greyed out again.
ITSM009065 | When Session is more than 1000, SD server can't start with ORA-01795: maximum...
| When Session have more than 1000, SD sever can not start. and the similar oracle exception will display: Tue, 07/08/2007 19:57:55 <Data Access> JDBC error 1795: ORA-01795: maximum number of expressions in a list is 1000 , SQL state: 42000 for query: delete from ifc_entityusages where eua_id in (1193877695,1862013785,2093408737,26180221,1470883187,218892084,33954624,1118307772,861256682,1798413284,759598131,1681768446,477...)
ITSM009080 | The 'Unique' option of parent CI cannot be edited on creation.
| SD client > Shortcut bar > Configuration item; The 'Unique' option of parent CI cannot be edited on creation. 1. SD client > Shortcut bar > Configuration item; - Create a CI item. Make sure the 'Unique' option is NOT selected. 2. Go to Parent CIs tab page, and click the add button. The new CI form pops up, and the 'Unique' option is checked by default and is not editable.
This is not correct, as the parent of non-unique CI could be either unique or non-unique.
ITSM009084 | OVO - SD integration fails when more than one import mappings are used
| OVO - SD integration fails intermittently. A few ticket failed to be created in SD. However, when a resend is made, the ticket can be created successfully in SD. The error message that is logged does not help identify what is wrong since in actual fact nothing is wrong with the classname or the import mapping. The error message shows like "SERVER_RESPONSE=ERROR: XXXX is not a valid classname in the import mapping".
Note: The issue is raised in a cluster environment, every OVO management server uses its own import mapping.
How to reproduce:
1. Create two different incident import mappings M1_Incident and M2_Incident, with external entity name set to
M1_Event and M2_Event respectively.
2. Create two config files for sd_event:
[SD_EVENT]
LOGFILE=sd_event.log
ERROR_LOGFILE=sd_event_error.log
ACCOUNT=system/servicedesk
SERVER=<you sd server name>
PORT=30980
MAPPING=M1_Incident
CLASSNAME=M1_Event
MODUS=insert
[SD_EVENT]
LOGFILE=sd_event1.log
ERROR_LOGFILE=sd_event_error1.log
ACCOUNT=system/servicedesk
SERVER=<you sd server name>
PORT=30980
MAPPING=M2_Incident
CLASSNAME=M2_Event
MODUS=insert
3. Run two sd_event applications, with separate config file, to insert 100 incidents concurrently.
4. Check the log files, "SERVER_RESPONSE=ERROR: XXXX is not a valid classname in the import mapping" warning appears.
ITSM009093 | Historylines are not written when relating person to ci with the api.
| Tools > System > Security > Audit > Audit Roles > Person Tools > System > Security > Audit > Audit Roles > Configuration Item How to reproduce: 1. Compile the attached java file or use the .class file. Environment items like host need to be changed
2. Create a test person and CI with the Search Code equals "TEST"
3. Turn on audit for "User of CI" in person
Turn on audit for "Users" in CI
4. Run a test using the client the history lines exists.
5. Run a test with the attached class file and you will see no history lines.
ITSM009095 | An error is shown creating a new Change and adding an attachment via Web-API
| An error is shown creating a new Change and adding an attachment with a Java-application via Web-API. How to reproduce: 1. Create a new change via Web-Api 2. Set values for the required fields of the change 3. Do not save this change and add attachment for this change
4. The following error will occur:
"You are not allowed to view this Change or this may have been deleted by another user."
Note: this issue is introudced by ITSM004791 in SP20.
ITSM009097 | The special string (\\\") in message text causes OVOU-SD integration to fail
| OVOU > /opt/OV/bin/opcmsg OVOU > /opt/OV/sd/ovo/log/sd_event_error.log OVOU > opc > Root > OVO Node Bank > Message Browser Customer is getting OVOU message from SPI that contains a lot of backsashes and double quotes. The special string (\\\") in message text causes generation of Service Desk incident to fail.
How to reproduce:
1. Correctly confirgure OVOU environment so that you can use opcmsg to forward a message to Service Desk.
Create an OVOU message using opcmsg:
/opt/OV/bin/opcmsg a=a o=o msg_t=test1\\\"test2
2. Generation of Service Desk incident failed.
3. In /opt/OV/sd/ovo/log/sd_event_error.log:
SERVER RESPONSE=ERROR: Message: is not a valid attribute in this integration context.
4. In Message Browser:
A message shows with text (test1\"test2).
Another message created with text (trouble-ticket program /opt/OV/bin/OpC/extern_intf/sd_event.sh aborted; it did an exit 1 (OpC40-569)).
ITSM009099 | When saving UI rule: The maximum length of 4000 characters has exceeded
| Administrator Console > Security > Enhanced Auditing > Configuration; Administrator Console > Business Logic > UI Rules > Service call; On save UI rule gives a warning message. How to reproduce: 1. Administrator Console > Security > Enhanced Auditing > Configuration;
- Tick the checkbox "UI Rules" under "hp OpenView service desk", "Business Logic".
2. Administrator Console > Business Logic > UI Rules > Service call;
- Change the action "banner with information" of the rule "UI Rule Demo" by adding a very long description to it. Make sure its length is greater than 4K.
You will get a warning message as follow, although the change with this rule is saved successfully.
"The maximum length of 4000 characters has exceeded."
ITSM009102 | IndexOutofArray Exception occurs when update project twice from Change Form
| IndexOutofArray Exception occurs when update project twice from Change Form How to reproduce: 1. SD client > Change Create a new Change 'C1', and on Change Form , click Project and new a Project 'P1', then save and close the project, it is ok. then close the change, also it is ok.
2. open this Change again, also on Change Form, click project and open the project 'P1', fill in some value in information, save and close this project, it is ok.
3. do not close this change, just open the project again, and try to fill new value in information, then save and close this project, the
IndexOutofArray exception will display:
4. and the project will not be saved.
ITSM009104 | The maximum number of accounts (0) has been reached for the current license
| Admin Console > System Panel > License Admin Console > Service Pages > Access > SP Account How to reproduce: 1. Admin Console > System Panel > License In the demo, remove the Named User license
2. Admin Console > Service Pages > Access > SP Account
Add a new sp account, and save
3. An error message box popup with message "The maximum number of accounts (0) has been reached for the current license."
ITSM009105 | Service level for Incidents changes when db-rule is executed
| SD client > Shortcut bar > Service; SD client > Shortcut bar > Service Level Agreement; Administrator Console > Business Logic > Database Rules > Incident; Administrator Console > Data > Codes > Service Level Agreement > Service Level; SD client > Shortcut bar > Incident;
Service Level is set back to default value when a DB rule is triggered.
How to reproduce:
1. SD client > Shortcut bar > Service;
- Create a Service item "service-1"
2. SD client > Shortcut bar > Service Level Agreement;
- Create a SLA item "sla-1" with Golden Service Level and relate "service-1" to it.
3. Administrator Console > Business Logic > Database Rules > Incident;
- Block all Incident Rules via Tools > Block/Unblock Selection. Create a new rule like this:
When incident is created
OR When incident is modified
where Status equals Registered, Schedule the validation of this condition at 1 minute After Deadline, Only execute once
(Update Data) Information set to xyz.
4. Administrator Console > Data > Codes > Service Level Agreement > Service Level;
- Set Bronze to the default Service Level.
5. SD client > Shortcut bar > Incident;
- Create an Incident item and fill "service-1" in the Service field. Save it and the Service Level is populated with Golden level. When the deadline is due by 1 minute, an update data action is executed. In the meantime, the Service Level is set back to Bronze.
ITSM009107 | sd_dataform does not handle comma in custom field
| When sd_dataform runs, custom field with the value including comma doesn't be handled. How to reproduce: 1. Tools > System > Data > Custom Fields > Change, active a number field, name it to "Test" and set "123,456" as its display format. 2. Presentation > Form > Change, add the field into a default form.
3. Service Desk > Change, create a new change and set 1000 to the field "Test".
4. Tools > System > Business Logic > Actions > Smart Action > Change, create a new smart action and set command to: sd_dataform and parameters to: "Change" "Test=[Test]".
5. Service Desk > Change, open the change created in step 3 and run the smart action. A new change form pops up.
ITSM009114 | No check on logic for "Periodic Outage, Outage Start/End" dates/times
| SD Client > Shortcuts > Work order > CIs / Outage SD Client > Shortcuts > Configuration Item > SN and Outage > Periodic Outage No check on logic for "Periodic Outage, Outage Start/End" dates/times. Such checks are made in other GUIs, and such checks are also made in the same GUI, in different areas. This is inconsistent behavior, and allowing user errors.
How to reproduce it:
1. SD Client > Shortcuts > Configuration Item > SN and Outage > Periodic Outage,
Under "Range of Recurrence":
chose today as "Start" date,
chose a past date as "End" date.
No error reports that the End date is BEFORE the Start date.
2. SD Client > Shortcuts > Work order > CIs / Outage,
choose today as "Outage Start" date,
choose a past date as "Outage End" date.
No error reports that the End date is BEFORE the Start date.
ITSM009118 | Update email command fails to update code field name of which start with numeric
| Administrator Console > Data > Codes > Service call > Service call category; Inbound email "Update" command fails to update SC code fields which start with a numeric character. How to reproduce: 1. Administrator Console > Data > Codes > Service call > Service call category;
- define a code like this: 01 code1
2. send an email to SD with Update command in subject and in the body:
Category=01 code1
3. The mail you sent has not resulted in the update of a Service call.
ITSM009121 | The attached eml file is not saved correctly when sending inbound email.
| SD client > Shortcut bar > Service call; Create a mail message and attach an eml file to it and then send to Service Desk. The eml file attached to the new call is corrupted. How to reproduce: 1. Save a Microsoft Outlook Express mail message as a file with the eml extension.
2. Create a new mail and attach the eml file to it and then send to Service Desk.
3. A new Service call item is created by the inbound mail. Open the attached eml file in the call. It can be seen that the header is shown in the body and the From, To, and Subject fields are lost.
ITSM009138 | Inbound mails are not recorded in the right calls occasionally or even missing.
| Administrator Console > System Panel > E-mail > General tab page; Administrator Console > Presentation > Forms > Service call; SD client > Shortcut bar > Service call; Send amount of mails to SD at the same time. The calls are logged as expected, but mails are not recorded in the right calls occasionally or even missing.
How to reproduce:
1. Administrator Console > System Panel > E-mail > General tab page;
- Make sure the 'enable record e-mail' option is selected.
2. Administrator Console > Presentation > Forms > Service call;
- Open the 'Service call' form and add the 'e-mails' field into it.
3. SD client > Shortcut bar > Service call;
- Send several mails to SD at the same time to log Service calls. Sometimes the mail that creates the call 'ABC' is recorded in the call 'XYZ'.
ITSM009161 | Folded header fields in mail message are not handled properly by SD.
| SD client > Shortcut bar > Service call; If the header field of a mail message has folded multiple-line, then make it the attachment of an inbound mail. It's corrupt after received by SD. How to reproduce: 1. Save a Microsoft Outlook Express mail message as a file with the eml extension. Make sure the TO address looks like this:
abc<CRLF>
<SPACE>@xyz.com
2. Create a new mail and attach the eml file to it and then send to Service Desk.
3. A new Service call item is created by the inbound mail. Open the attached eml file in the call. It can be seen that all that follows the <CRLF> is lost.
ITSM009258 | UI Rules cause slow performance in Service Desk Client
| UI Rules cause slow performance in Service Desk Client How to reproduce: 1. Define lots of UI Rules in Administrator Console For example, UI Rules for Service Call 2. Open a Service Call and trigger the UI Rule evaluating condition
Note: this issue is introduced by Problem 8291(Enhancement) in Service Desk 4.5 SP18.
ITSM009360 | JRE/JDK 5.0 is supported from Service Pack 25
| important: Forced JRE/JDK 5.0 for SP26 or higher What's New ITSM009360 JRE/JDK 5.0 is supported from Service Pack 25 From SP25, Service Desk starts to support Java Runtime Environment(JRE) 5.0 and Java Development Kit(JDK) 5.0 Service Desk 4.5 will only support JRE/JDK 5.0 starting with Service Pack 26. With this Service Pack version JRE/JDK 1.4.2 will no longer be supported. JRE/JDK 1.4.2 will still be supported for earlier Service Pack versions.
Service Desk 4.5 SP 25 has been tested with JRE/JDK 5.0 update12 (JRE/JDK1.5.0_14), it is recommended to use this java version. For HP-UX, it is recommend to use JRE/JDK 5.0.11
ITSM009405 | Date fields are not evaluated correctly with Work order UI rules
| Administrator Console > Business Logic > UI Rules > Work order SD Client > Shortcuts > Change Date fields are not evaluated correctly with Work order UI rules. This problem is introduced in SP24, which is associated with Work Order UI rules that check a date field of Work order against another Date field of Change.
How to reproduce:
1. Administrator Console > Business Logic > UI Rules > Work order,
create a Work order UI rule that before save:
Before the item is saved
where NOT (Planned Finish on or before Change Planned Finish)
Notify User that Planned Finish must be changed (User Notification Message)
2. Make sure the client time zone is UTC-6:00 CSTS
3. SD Client > Shortcuts > Change,
create a Change with a Planned Start of 07/11/07 7:00. Have a duration of 24 hours, so the Planned Finish is 08/11/07 7:00.
4. Create a Work order from the change. Set the Work order Planned Start and Finish to the values same with Change.
5. Save and close the Work order. The Notification will pop up.
6. Modify the Work order Planned Finish by one hour earlier, and attempt to save the record, the notification still pop up.
Only when you have set the Planned Finish to 08/11/07 1:00, you could save the Work order.
ITSM009413 | Database rule can not update approval status to 'Ready'
| SD client > administrator console> business logic> db rule how to reproduce: 1. create a db rule: When change is created OR When change is modified
where NOT (Approval;Approval Status (*) equals Ready, Schedule the validation of this condition at 1 minute After Approval;Deadline)
AND NOT (Approval;Deadline (*) is empty)
update data (Update Data) Approval;Approval Status set to Ready
2. create a change, and init a approval, and set the approval deadline.
3. When system time is later than 1 minute After Approval;Deadline or more, the approval status is not changed to 'Ready'
And this issue is conflict with help file:
approvals -> About Approvals
NOTE: If the required number of Approvers have not entered votes by the end of the Approval period, the Approval status automatically changes to 'ready', but the Approval result is 'Rejected'.
ITSM009416 | Comparing a date time value with another same one from template is incorrect
| SD Client > Administrator Console > Business Logic > UI Rules > Work order SD Client > Administrator Console > Data > Templates > Change SD Client > Shortcuts > Change Service Pack 24 with ITSM009405 hotfix applied. The comparison between Work order Planned Finish and Change Planned Finish sometimes does not work as expected.
How to reproduce:
1. In Service Pack 24, apply ITSM009405 hotfix.
2. SD Client > Administrator Console > Business Logic > UI Rules > Work order,
Create a Work order UI rule when a new Work order is created
After new item has been opened
Set Work order Planned date fields to Change ones (Update Data) Planned Start set to [Change Planned Start]; Planned Finish set to [Change Planned Finish]
3. SD Client > Administrator Console > Business Logic > UI Rules > Work order,
Create a Work order UI rule before a Work order is saved
Before the item is saved
where NOT (Planned Finish on or before Change Planned Finish)
Notify User that Planned Finish must be changed (User Notification Message)
4. SD Client > Administrator Console > Data > Templates > Change,
Modify the default template:
Planned Start=Offset: 7 days,
Planned Duration=24:00
5. SD Client > Shortcuts > Change,
Create a Change, fill required fields.
6. SD Client > Shortcuts > Change > Work orders tab,
Create a Work order within the Change. The Planned Start and Planned Finish should automatically be populated with Change ones.
7. Attempt to save and close the Work order. The Notification error will sometimes pop up, even though the Planned Finish on the Work order is identical to the Planned Finish of the Change.
8. Modify the Planned Finish by several minutes/seconds earlier, and attempt to save the record again, then Service Desk will allow you to save the record.

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Defect Report | Description
SP26: |
ITSM009030 | Tree view with multiple parents is not displayed correctly
| SD Client > shortcut > CMDB > Configuration Item When a node in a tree view has multiple parents and multiple children the list of child items is not shown completely for one of the instances of the node. It seems that the searchcode of the child node determines if the node is shown or not.
How to reproduce:
1. Create a CI view with the following specifications:
Type: Tree
Filter: Searchcode contains 'TST'
2. Create the following CIs:
Searchcode Parent(s)
------------------- --------------
TST-P-A
TST-P-B
TST-CHILD TST-P-A, TST-P-B
TST-A TST-CHILD
TST-B TST-CHILD
TST-C TST-CHILD
TST-D TST-CHILD
TST-E TST-CHILD
3. Open the View created in step 1.
The view will show the following:
The CI 'TST-CHILD' has 5 child CIs.
But in the view this is only displayed correctly one time (where TST-CHILD is displayed as child of TST-P-A).
Where TST-CHILD is displayed as child of TST-P-B, only 3 of its child CIs are shown (TST-A, TST-B and TST-C).
4. Edit CI 'TST-D' and change the search code to TST-CA. Now this CI will show up in both lists.
This will work correctly up to the name 'TST-CH', or other names but not like 'TST-Dxxxx'.
ITSM009079 | Templates in the root folder are failed to update
| Administrator Console > Security > Access > Role; Administrator Console > Security > Access > Application Account; Administrator Console > Data > Template > Service call; An error message pops up when trying to modify a template in the root folder
1. Administrator Console > Security > Access > Role;
- Create a role r-1 with the following permissions:
Service call - Maintain Template
Template - View and Modify (relate forms/views as needed)
2. Administrator Console > Security > Access > Application Account;
- Create an account that has the role r-1 only.
3. Login as the account created in step 2;
4. Administrator Console > Data > Template > Service call;
- Try to modify an existing template in the root folder, and you'll get the error as follow.
"You are not authorized to save the template in this folder (a blank value saves to the root folder)"
ITSM009137 | 'Update data with attribute' UI rule does not work on Web Console
| SD Client > Administrator Console > Data > Custom Fields > Work order SD Client > Administrator Console > Presentation > Forms > Work order SD Client > Administrator Console > Business Logic > UI Rules > Work order SD Client > Shortcuts > Work order
Web Console > Shortcuts > Work order
'Update data with attribute' UI rule does not work on Web Console.
How to reproduce:
1. SD Client > Administrator Console > Data > Custom Fields > Work order,
Create a custom field of type 'Entity reference', choose 'Wo. CI 1'.
Leave the field name as 'Wo. CI 1', and activate it for all categories.
2. SD Client > Administrator Console > Presentation > Forms > Work order,
Include this field in the default form for Work order.
3. SD Client > Administrator Console > Business Logic > UI Rules > Work order,
Define a UI rule as follows:
When a value has changed
where NOT (Wo. CI 1;Name 1 (*) is empty)
set assignment to workgroup (Update Data) Assignment;To workgroup set to [Wo. CI 1 Administrator Workgroup]
4. SD Client > Shortcuts > Work order,
Test this in the standard client. Make sure the Administrator Workgroup is filled out in the CI object that you will choose.
You will see that when you fill out the Wo. CI 1 field, the Assignment To Workgroup is populated with the value you gave for Administrator to Workgroup in the CI.
5. Web Console > Shortcuts > Work order,
Perform the same test on Web Console, and you will see that the Assignment to Workgroup remains blank.
ITSM009290 | Inbound mail is returned the status code 502 by SD SMTP
| SD SMTP returns the error code 502. How to reproduce: 1. Create a mail message and attach a text file and then send it to SD. 2. SD SMTP intermittently returns the 502 error: Sorry command <CRLF>.<CR> not implemented, although the Service call is created.
ITSM009300 | Work order Planned Start and Planned Finish calculations issue
| Administrator Console > Business Logic > UI Rules > Work order SD Client > Shortcuts > Change The Planned Start and Finish Dates on a Work order do not take the changes of the Planned Start and Finish on the Change. How to reproduce: 1. Create the following Work order UI rules:
Rule 1:
Before the item is saved
where NOT (Change;Planned Start is empty)
AND ( NOT (Planned Start on or after Change Planned Start)
OR Planned Start on or after Change Planned Finish)
Set WO Planned Start to Change Planned Start (Update Data) Planned Start set to [Change Planned Start],
Notify User that Planned Start must be changed (User Notification Message)
Rule 2:
Before the item is saved
where NOT (Change;Planned Finish is empty)
AND NOT (Planned Finish on or before Change Planned Finish)
Set WO Planned Finish to Change Planned Finish (Update Data) Planned Finish set to [Change Planned Finish],
Notify User that Planned Finish must be changed (User Notification Message)
2. Create a Change and set the Planned Start and Finish
3. Create a Work order from within the Change, and attempt to set the Planned Start and Finish outside the Change Planned Start and Finish. Then attempt to save and close the Work order.
4. You should receive an error pop up, and the Planned Start and Finish of the Work order will be set to the Planned Start and Finish of the Change.
5. Save and Close the Work order
6. Save and Close the Change
7. Open the Change and set the Planned Start forward one week. The Planned Finish will be recalculated
8. Open the Work order attached to the Change, and attempt to adjust the Planned Start one week forward. Attempt to save and Close the Work Order
9. You should receive an error pop up, and the Planned Start and Finish of the Work order will be set to the non-updated Planned Start and Finish of the Change. The dates should be set to the updated Planned Start and Finish of the RFC, but they are not.
10. Save and Close the Work order
11. Save and Close the Change. At this point the Work order Planned Dates are outside the Change window.
ITSM009341 | Requestor could be set the same person as the Approver.
| SD client > Shortcut bar > Change; Menu File > New > Choose Form > Change with Approval; Requestor could be set the same person as the Approver. Create a new Change item and go to the Approval tab page. Set the Initiator field and this will enable the Add button for Approvers. Add any existing person as an approver and then you can also set the same person as the Requestor.
ITSM009366 | handle emails with attachment sent via Exchange 2007
| >Scenario Inbound mail with attachment sent via Exchange 2007 fails with smtperror. "Service Desk does not understand the optional MIME fields of size, creation-date, and modification-date. These are valid MIME fields as is documented in RFC 2183. RFC 2183 is a revision of RFC 1806, which itself is intended as an extension to RFC 1521.
Only RFCs 2045, 2046, 2047, 2048, and 2049, which are revisions of RFCs 1521, 1522, and 1590, are supported by Service Desk so far.
3 extra fields provided by MS Outlook 2007 are not supported by current design of SD.
>Workaround
Create perl script. parsed emails through perl script which removes size, creation-date and modification-date mime headers and it works fine.
>Unacceptable
>Required
SD is able to correctly handle emails with attachment sent via Exchange 2007
ITSM009392 | Slow performance of quick find with tree view
| How to reproduce: 1. Create a new SLA. 2. Press Service's QUICK FIND button. 3. Switch to Tree View 4. Input characters quickly to "Look for" field.
The response from SD client is very slow. During 5 seconds per a character doesn't response.And CPU loading of SD client is high.
ITSM009402 | java.lang.NullPointerException error when sending simultaneous mails to SD
| Send several mails to SD simultaneously, and intermittently some of them did not result in the registration of Service calls. In the logserver.txt you could find error message like this: java.lang.NullPointerException at com.hp.ifc.da.AppQueryManager.initARM(Unknown Source)
at com.hp.ifc.da.AppQueryManager.execute(Unknown Source)
at com.hp.ifc.da.AppQueryManager.execute(Unknown Source)
...
ITSM009408 | Email is corrupt when sending to large workgroup
| SD client > Shortcut bar > Workgroup; Administrator Console > Business Logic > Database rules > Service call; SD client > Shortcut bar > Service call; Email is corrupt when sending to large workgroup. How to reproduce:
1. SD client > Shortcut bar > Workgroup;
- Create a WG and relate to it as many persons as you can (i.e 50 persons). Make sure each person has a valid mail address.
2. Administrator Console > Business Logic > Database rules > Service call;
- Create a rule which sends a mail to the WG when a call is modified.
3. SD client > Shortcut bar > Service call;
- Modify a Service call to trigger the rule. When you receive the mail, you'll find the body is corrupt.
ITSM009414 | Can't save Changes after unrelate WO created from Change template
| Administrator Console > Security > Prevention > Required fields; Administrator Console > Data > Templates > Change; SD client > Shortcut bar > Change; Create a Change record using a template that relates several Work orders. Unrelate a Work order and then when save the Change two errors appear.
How to reproduce:
1. Administrator Console > Security > Prevention > Required fields;
- For Work order set the Category field as Always Required.
2. Administrator Console > Data > Templates > Change;
- Create a new Template for Change item.
- In the template, double click the Work order field and add 3 Work orders leaving the Category field be blank.
3. SD client > Shortcut bar > Change;
- Create a new Change using the template above.
- Go to the Work orders tab page.
- Here open and edit the first 2 Work orders properly.
- Select the 3rd Work order and click the Unrelate button below.
- Save the Change and you'll see two errors appear:
"You are not allowed to view this work order or this may have been deleted by another user."
"For work order the following fields are required: category."
ITSM009417 | Inbound e-mail uses the wrong template
| Administrator Console > System Panel > E-mail > Inbound E-mail Addresses tab page; SD client > Shortcut bar > Service call; Inbound E-mails that are sent simultaneously use the wrong template. How to reproduce: 1. Administrator Console > System Panel > E-mail > Inbound E-mail Addresses tab page;
- Add two E-mail addresses which use different Service call templates.
2. SD client > Shortcut bar > Service call;
- Send simultaneous mails to Service Desk and intermittently the Service calls are created with the wrong template.
ITSM009418 | can't display chinese when using "update data from external system" in DB Rule
| How to reproduce: 1. create a jsp file ######################### <%@ page contentType="text/html; charset=GB2312" %> <html>
<head>
<title>Insert title here</title>
</head>
<body>
<%
String PPP = new String ("n_fields=1&field_0=?????".getBytes(),"GB2312");
out.print(PPP);
%>
</body>
</html>
####################
2. Put it under the OVSD server's folder C:\Program Files\Hewlett-Packard\OpenView\service desk 4.5\service pages\webapps\sd-sp45
3. Create a DB Rule the action is:
"update from external system",
URL:http://localhost:8080/sd-sp45/test1.jsp
4. Input from external system select information
5. When DB Rule is executed, the information will be updated. But it can't be displayed correctly.
ITSM009421 | When a subform is in use the update CMDB message is not shown
| Administrator console > Presentation > Forms > Work order Administrator console > Data > Codes > General > Generic Relation Type Administrator console > Business Logic > UI Rules > Work order SD Client > Shortcuts > Change I'm not getting the Upd. CMDB prompt when closing a Work order that is attached to a Change from the Change screen.
If I close the Work order from the Work order screen, I'm prompted to update the CMBD.
How to reproduce:
1. Administrator console > Presentation > Forms > Work order,
Create a new Work order subform
2. Add a field (e.g. Priority) on the subform
3. Open the default Work order form (for designing)
4. Insert an Insertion Marker on the form and give a name (e.g. WO Subform)
5. Administrator console > Data > Codes > General > Generic Relation Type,
Create a new Generic Relation Type
From Item = Workorder category
To Item = Form
6. Add Relations to the Generic Relation Type
7. For each Work order Category, add the new created subform
8. Administrator console > Business Logic > UI Rules > Work order,
Create a new Work order UI Rule
When a value has changed
where Category (*) is anything
AND Description (*) contains subform
Category -> WO Subform (Insert subform)
Test 1)
Open a Change, Create a new Work order, Add a CI, Add a new planed value, Set Work order status to Update CMDB Status. Save Work order, Save Change.
The Upd. CMDB prompt will pop up.
Test 2)
Open a Change, Create a new Work order, Add a CI, Add a new planed value, Set status to Update CMDB Status, Set Category to any value, Update Description to "subform".
Now the UI Rule should fire, and the subform should be inserted. Save Work order, Save Change
But the Upd. CMDB prompt does not pop up.
ITSM009422 | Relating CIs results in nullpointer exception message
| Problem description: When relating the CIs one to each other immediately after "Save and Close" nullpointer exception message appears. At the second use of "Save and Close" relation gets saved without errors. SD client > Configuration Item > Related CI
How to reproduce:
1. SD client >admin console > security > audit > audit rules > Configuration Item, check Related CIs
2. SD client > Configuration Item, new a CI 'TestCI1', save and close.
3. new another CI 'TestCI2', tab Related CIs, click 'Relate...' , select 'TestCI1'
4. try to save CI 'TestCI2', nullpointer exception will occur. (This is only happen on customer db singularly)
ITSM009423 | Person details window is not shown due to lack of view account permission.
| Administrator Console > System Panel > General Settings > Application tab page; Administrator Console > Security > Access > Role; Administrator Console > Security > Access > Application Account; SD client > Shortcut Bar > Service call; The person details window won't be shown if you don't have view access to Application Account.
How to reproduce:
1. Administrator Console > System Panel > General Settings > Application tab page;
- Select the 'Show Usage Overview StatusBar' option and choose the 'All Persons (Table)' view.
2. Administrator Console > Security > Access > Role;
- Make sure the 'Specialist' role does not have the permission to view Application Account.
3. Administrator Console > Security > Access > Application Account;
- Make sure the 'Barns' account has the 'Specialist' role only.
4. SD client > Shortcut Bar > Service call;
- Log on with 'Barns' and open an existing call. Double click the '<n> Open' StatusBarPanel, but the detail window does not pop up.
ITSM009439 | Some strings contained in OVO messages prevent creation of incidents
| Some OVO messages contain strings in message text which cause sd_event commands to fail to create incident on SD server. These strings may appear either in the "information" or in the "description" property of sd_event value list. Such strings are like "\0", "\b", ...
They are interpreted as special character string:
"\0" will bring JDBC error, and "\b" will be shown as a vertical bar.
How to reproduce:
1. Make sure OVO-SD integration works as normal
2. Enter command "opcmsg a=a o=o msg_text=test\0test"
3. OVO Message Browser shows a message contained text "test\0test",
but, this message failed to be forwarded to SD,
and, check sd_event.log file, "JDBC error 137: [XXXX]Must declare the variable '@p11test'., SQL state: 01000 for query: INSERT INTO itsm_incidents..." warning appears.
4. Enter command "opcmsg a=a o=o msg_text=test\btest"
5. OVO Message Browser shows a message contained text "test\btest",
and, this message will be forwarded to SD,
but, open that incident, "\b" is replaced with a vertical bar
6. OVO-SD integration shouldn't interpret such "\0" string and leave them as it is in the string to be inserted.
ITSM009442 | Web-api uses invalid session in multi servers' environment
| How to reproduce: 1. Open 2 SD servers 2. Modify the attached code to connect the 2 SD servers 3. Compile and run the code 4. When the program sleeps, shutdown server1
5. The program connects to server2, but still throws a ConnectException to server1
ITSM009449 | Previous item's preview is displayed in the preview of current item sometimes
| Service Desk > Relations Problem description Previous item's preview is displayed in the preview of current item sometimes How to reproduce: 1. Login in Service Desk
Open a incident which has related item.
2. Select relation tab. and press preview button.
3. Then close the form without save.
4. Open an existing incident which has not relations
5. Select relation tab.
6. Check preview button and preview display text
Note: this issue will only occur when form cache is used.
ITSM009450 | A UI-rule of the workorder doesn't run via action of Servicecall.
| Service Desk > UI Rule Problem description : A UI-rule of the workorder doesn't run via action of Servicecall. How to reproduce: 1. Login as the system account
2. Go to Administrator Console > Business Logic > UI Rules > Work order
Create a new UI Rule like the following:
Name: test
Condition: After new item has been opened
Actions: test(User Notification Message)
3. Open an existing servicecall
4. Execute Action -> Create Workorder - copy values from current item
5. Check the UI Rule result
Note: this issue exists since Service Desk 4.5 Service Pack 12.
ITSM009452 | NullPointerException when voting on an Approval and vote is not saved
| Administrator Console > Security > Audit > Audit Rules > Change SD Client > Shortcuts > Change If auditing is enabled for Approval, Approval Votes, then trying to save a vote will result in a NullPointerException and the vote is not saved. Mo, 07/01/2008 13:15:01 <Trace> java.lang.NullPointerException
at com/hp/idk/rep/WFHistoryLineSet.entitySetEvent
at com/hp/ifc/wf/AppAbstractEntitySet.notifyListeners
at com/hp/ifc/wf/AppAbstractEntitySet.entityEvent
at com/hp/itsm/common/cl/WFApprovalVoteSet.entityEvent
at com/hp/ifc/wf/AppEntity.notifyListeners
at com/hp/ifc/wf/AppEntity.transferChanges
at com/hp/ifc/wf/AppEntity.transferChanges
at com/hp/ifc/ui/AppDataEntity.save
at com/hp/ifc/ui/AppDataDialog.onOKClick
at com/hp/ifc/ui/AppDialog.okClick
at com/ms/wfc/core/EventHandler.invoke
at com/ms/wfc/core/Component.fireEvent
at com/ms/wfc/ui/Control.onClick
at com/hp/ifc/ui/AppButton.onClick
at com/ms/wfc/ui/Control.wmMouseUp
at com/ms/wfc/ui/Control.wndProc
at com/ms/wfc/ui/Control$ControlWindow.wndProc
at com/ms/wfc/app/Window.callback
at com/ms/wfc/win32/Windows.DispatchMessage
at com/ms/wfc/app/Application$ThreadContext.runMessageLoop
at com/ms/wfc/app/Application.run
at com/hp/ifc/ui/AppConsole.main
How to reproduce:
1. Administrator Console > Security > Audit > Audit Rules > Change,
Select and enable auditing for 'Approval, Approval Votes'
2. Open a Change with Approval, go to the Approval tab and fill in required fields to be able to save the approval. Save and close the Change.
3. Reopen Change. Open up one of the approvers, fill in vote and reason and try to save the Change.
Result is a NullPointerException. The Vote is NOT SAVED.
Note: This issue is introduced in SP25.
ITSM009453 | License key without annotation does not work on IA64 machines
| How to reproduce: 1. Put a license without annotation to SD server. 2. The SD server is stopped, with message: aCC runtime: ERROR: Recursive local static object 776ce090 initialization detected.
ITSM009458 | Client 2008: Table view is slower than that in the previous client
| Client 2008 > View The Table view in Client 2008 is slower than that in the previous client. Client 2008 is implemented using Eclipse technology, the Table View Component in Eclipse differs much from the one in the previous client if there are many record items in the table view.
The Table View in the previous client is implemented using ActiveX technology, which is more efficient.
We recommend you to use the following approaches to optimize the Table view performance:
> Query Restriction
This is a very important method to improve the performance. It is recommended that the
items in the Table view should not exceed 2000. Then Client 2008 will demonstrate a
similar Table view performance to the one in the previous client.
> Reduce the Sort Columns
Sorting takes a lot of time. If there are two or more columns sorted in the Table view, it
takes much more time for the Table view to refresh. It is recommended to reduce the
number of sorted columns.
> Set the Group by to collapse all as the default style
Performing Group by operation takes more time to refresh the Table view. It is
recommended to set the Group by to collapse all as the default style all. Then you will be
able to select the items of your choice by expanding a specific category.
> Reduce the number of columns
Set specific widths for Fields
It is recommended to set specific widths for the fields (accessible from View Summary>
Fields>Format>Format Fields). This will reduce the column width calculation during
refreshing the Table view.
> Reduce Auto Format rules and conditions
It is recommended to reduce the Auto Format rules and conditions (accessible from View
Summary>Auto Format>Auto Format) to improve the performance.
ITSM009459 | SD Client Export changes data from to .
| How to reproduce: 1. Create an ODBC data source for the Incident.txt using TXT, CSV driver, named "T1" 2. Put "T1.ini" into directory "<SD install dir>\client\data_exchange\config" 3. Cd directory "<SD install dir>\client\bin" 4. Run Command
sd_export -f <SD install dir>\client\data_exchange\config\T1.ini
5. Check the last Information field in generated "<SD install dir>\client\abc.xml",
<CR><LF> was changed to <CR><CR><LF>
ITSM009460 | Query restriction does not work well in "multiple servers" mode.
| Open the server settings editor > General tab page; SD client > Shortcut bar > Problem; Administrator console > Presentation > Search > Problem; Query restriction does not work well in "multiple server" mode. How to reproduce:
1. Open the server settings editor > General tab page;
- Tick the "join multiple servers" checkbox.
2. Start two server instances in turn: Server A and server B.
3. Start two clients respectively: client A and client B. Due to server load balance, client B is redirected to server B.
4. SD client > Shortcut bar > Problem;
- Make sure no problem has been created yet.
5. Administrator console > Presentation > Search > Problem;
- Set query restriction to 1 row and direction to newest first.
6. Create a problem on client B and then create another one on client A. You'll find the previously created one is listed in the view.
ITSM009461 | Db rule will fail to send email if one email address is wrong in a group email.
| How to reproduce: 1. Create a workgroup: test groupA: with 2 users, userA and userB 2. For userA person give it a valid email address 3. For userB person, give it a valid email address 4. Create a db rule for service call: when sc is modified, and condition assignment to workgroup is Test GroupA, send email to assignment to workgroup.
5. Modify a sc and change assignment to group to test groupA, save and close
6. Result: both user A and user B receive email.
7. Change user B address to something invalid, e.g.: noboday123@nowhere.com
8. Modify a sc and change assignment to group to test groupA, save and close
9 Result: no email is sent.
ITSM009465 | Explorer view violates data protection.
| Admin Console > Presentation > Views > Configuration Item Admin Console > Security > Access > Role Admin Console > Security > Access > Role > Configuration Item > Advanced Admin Console > Security > Access > Application Account How to reproduce:
1. Create a explore view of CI, set Navigation to field "Status" and Base View to Configuration Item (Table)
2. Create a new role pt, and assign all rights about CI
3. Assign all views to pt and set field "Status" of CI to hide
4. Create an account and assign role pt
5. Login as pt, and switch to the view created
6. The "Status" field value list in Navigation View
ITSM009466 | Assignment from workgroup incorrectly set when person member of more than 1 grp
| Admin. Console > Security > Application Account SD Cilent > Shortcuts > Workgroup SD Cilent > Shortcuts > Person SD Client > Shortcuts > Service call PersonA is member of more than one workgroup: WKGP1 & WKGP2 defined in the workgroups list of PERSONA person record. PersonA opens a SD record (any type: Service call, Incident, Problem, ...) in which "Assignment To workgroup" is set to WKGP2 and "Assignment to Person" is set to "PersonA". If PersonA modifies the "Assignment to workgroup" and "Assignment To person" to any Workgroup/person , then "Assignment from workgroup" which should be set by SD to WKGP2 is in fact incorrectly set to WKGP1 ( as it should be the workgroup defined in "Assignment from" field). More precisely, it is set to the first workgroup defined in Person record's workgroups list!
How to reproduce:
1. Create 2 person records: PERSONA & PERSONB.
2. Relate PERSONA to 2 workgroups: WKGP1 & WKGP2 in that order.
Relate PERSONB to WKGP3.
3. Log as system user. Open a record (any type: Service call, Incident, Problem, ...). Set "Assignment To Workgroup/To Person" respectively to WKGP2 and PERSONA. Save & close.
4. Log with PERSONA's account and open the record modified in step 3.
We can see that assignment status is correctly set to "Accept".
Then modify the "Assignment to Workgroup" to WKGP3.
We can see that "Assignment To Person" is cleared and "Assignment From Workgroup" + "Assignment From Person" are correctly set from the "Assignment To" fields, so respectively: WKGP2 and PERSONA.
5. Modify the empty "Assignment To Person" field and set it to PERSONB.
We can see that the "Assignment from Workgroup" is modified INCORRECTLY by SD to WKGP1. It should keep the workgroup setted in step 3.
When PERSONB opens record, he will be misled when looking at "Assignment From" field, he will think that record was assigned by a person from workgroup WKGP1!
ITSM009467 | Empty datetime values make the condition in Auto Format not work
| SD Client > Shortcuts > Change User has a view in Change module with the following Rule Properties in the Auto Format section: Condition -> Planned Start on or before <any datetime> Font -> Bold and Underlines The problem is that records that have Planned Start value empty also are bold and underlined.
How to reproduce:
1. Create a Change view, add any attributes.
2. Go to customize current view and click on Auto Format
3. Add a new view rule as follows:
Condition -> "Planned Start on or before <any datetime>"
Font -> Bold and Underlines
4. Click OK and Save the view.
5. Now, refresh the view, and leave some Change records with Planned Start field empty.
6. The records with value filled in Panned Start field work ok, but if the Planned Start is empty, these records will be Bold and Underlined.
ITSM009474 | the attachment name in mail from SD is corrupt
| SD client > Shortcut bar > Service call; Administrator Console > Business Logic > Database Rules > Service call; the attachment name in mail from SD is corrupt How to reproduce: 1. SD client > Shortcut bar > Service call;
- Open a SC item and attach a file to it. Make sure the filename contains non-ASCII chars, i.e. Japanese.
2. Administrator Console > Business Logic > Database Rules > Service call;
- Define a rule like this:
When service call is modified
(Send e-mail message) , Send to: abc@xyz.com, Subject: any_subject, Message: any_message, Attachment Classification: <Unclassified>
3. SD client > Shortcut bar > Service call;
- Change that item to trigger the rule. Receive the mail and you'll find the attachment name is corrupt.
ITSM009475 | Client 2008: The Enter key behavior is not same with VJ client sometimes
| Client 2008 > Form The Enter key behavior is not same with VJ client in Client 2008 if the default button is set in the form. How to reproduce: 1. Client 2008 > Service call > View , open the View Summary dialog. 2. Click Filter button, open the Filter dialog.
3. Focus on the Caller text box and press enter, the filter dialog will disappear. Or type "A" into the text box and press enter, the quick find dialog will be shown. Click any button on the quick find, the filter dialog will disappear.
ITSM009481 | Client 2008: No prompt window pops up when close all items with modification.
| Client 2008: No prompt window pops up when close all items with modification. How to reproduce: 1. Login Client 2008 with administrator authority. 2. Go to Shortcut bar > Service call Open an existing Service call.
Do some modifications.
Click File > Close All Items on menu bar from main window.
Actual result:
The form is closed without any prompt window to ask if you want to save changes. But in old client, it does.
Remarks:
Now, if refresh the view, changes will lose. If do not refresh, and reopen that Service call, these changes will display, and then close the form, a message will pop up to ask if you want to save.
ITSM009482 | Information field is not filled out by inbound mail in some cases.
| How to reproduce: 1. Set up inbound email and attachment server setting 2. Send an email with attachment to SD server using Lotus Notes 3. Information field of the service call created is not filled out.
ITSM009486 | Client 2008: Field list in Rule Update data action not shown correctly sometimes
| Client 2008 > Administrator console > Business logic > Database rule Field list in Rule Update data action doesn't shown correctly sometimes after removing item from list How to reproduce: 1. Client 2008 > Administrator console > Business logic > Database rule > Service call, create a database rule, add an Update data action, Update:
Status=Completed
Problem;Known Error set to true
2. Open the rule and modify the action. Remove "Problem;Known Error set to true" from list, then remove "Status=Completed", the "Add to list" button is inactive. Click the field list, it lists all fields of Problem but not Service call.
ITSM009489 | Client 2008: Exception pops up when click 'Show' button in ACES View
| Client 2008 > Administrator console > Data > ACES > ACES View Exception pops up when click 'Show' button in ACES View How to reproduce: Client 2008 > Administrator console > Data > ACES > ACES View, new an ACES View. Set 'Item' as 'Analyzed data' and click 'Show' button. After the mouse cursor flashes for several seconds, java.lang.StackOverflowError dialog will pop up. See the attachment.
ITSM009491 | Client 2008: Form does not support attachment Drag-and-Drop.
| Client2008 > Form Client 2008: Form does not support attachment Drag-and-Drop. How to reproduce: 1. Login Client 2008 with administrator authority. 2. Go to Shortcut bar > Problem.
Create a new problem.
3. Try to drag a file into the form of Problem.
Actual result:
Nothing happens. But old client supports this feature.
ITSM009494 | Client 2008: Checklist Wizard can't save the modified information
| Checklist Wizard can't save the modified information Client 2008 > Service call > Actions > Checklist Wizard How to reproduce: 1. Client 2008 > Service call, open a service call, click menu Actions > Checklist Wizard. 2. In the wizard, marked Service checklist and select "Server" for example.
3. Fill each question till the last page, then click Back to modify previous page.
4. Click Next in the wizard, then click Back, the modified information has not been saved.
5. Click Finish, the Information displays the original inputting, nor the modified content.
ITSM009502 | Client2008:After deleting selected shortcut group, other items can't be selected
| Client2008 > Shortcut bar After deleting current group on the shortcut bar, the items in other groups become unselectable. How to reproduce: 1. Login Client 2008 with administrator authority. 2. Go to Shortcut bar > SLM > Service.
3. Delete SLM group from the Shortcut bar.
4. Go to Shortcut bar > Service Desk > Service call.
Actual result:
The view on the right does not change to Service call. So do any other items in the Shortcut bar.
ITSM009503 | Client 2008: Attachment will be opened twice by pressing "Enter" key.
| Client2008 > Form > Attachment Attachment will be opened twice by pressing "Enter" key. How to reproduce: 1. Login Client 2008 with administrator authority. 2. Go to Shortcut bar > Service desk > Service call.
Open a Service call.
Add some attachments such as pictures or text files to the Service call.
Save and close.
3. Reopen the Service call created in step 2.
Highlight any attachment on the form, and then press "Enter" on the keyboard.
Actual Result:
The attachment will be opened twice.
ITSM009504 | Client 2008: The dropdown list of Status is blank on the new form.
| Client2008 > Change The dropdown list for Status is blank on the new form when copy & paste more than 3 items in Service Desk Client 2008. How to reproduce: 1. Service Desk Client 2008 > Change, select 3 changes on the All change view, then click Copy, Paste buttons on the toolbar.
2. Now one new change form pop-up, try to click the dropdown list for Status on the form, no item in the list.
Another situation for same behavior:
1. Service Desk Client 2008 > Change, with table view, open one item, click drop down button of "Impact", check that there are 5 types in the list as default.
2. Then click "Previous Item" or "Next Item" button on tool bar, click drop down button of "Impact" again, there is only current one showing in the list.
Remarks:
It also exists on other fields with drop down list.
ITSM009506 | Client 2008: Create subcontract service call will cause Stackoverflow exception
| Client 2008 > Service call Create subcontract service call will cause Stackoverflow exception in Client 2008 1. Client 2008 > View > Service call, set "Service call (All Fields)" as the default form 2. Open a service call, create a subcontract service call for it, save it, Stackoverflow exception will pop up
ITSM009508 | Client2008: Nullpointer exception when create Change continually from an item
| Client 2008 > Service call Nullpointer exception when create Change continually from an item in Client2008 How to reproduce: 1. Client 2008 > Service call, open a service call, execute action "Create Change-copy values from current item", fill required fields in the Change form then save it (don't close it).
2. In the Change form, execute action "Create Change-copy values from current item", fill required fields for the new change, save and close it. The relation dialog will pop up, click cancel.
3. Close the first change, null pointer exception will popup.
ITSM009509 | Client 2008: Incorrect prompts of errors and warnings when doing ACES Export.
| Client 2008 > ACES import Client 2008 > ACES export Incorrect prompts of errors and warnings when doing ACES Export. How to reproduce: 1. Login Client 2008 with administrator authority.
2. Select File > Aces > Aces Export Wizard on the menu from the main window.
3. For the wizard, add "Business Logic", for example, to ACES groups on the second page.
4. After export operation is completed, observe "Status" field, assuming either "errors" or "warnings" is not 0.
5. Click "Next" to the last page.
Actual result:
On the final page, observe the prompts on the top-left corner, it's not the same as what it was in step 4.
ITSM009510 | Client 2008: Finish button is not enabled when opening an UI rule wizard.
| Client 2008 > Administrator console > Business logic > UI Rules Finish button is not enabled when opening an UI rule wizard. How to reproduce: 1. Login Client 2008 with administrator authority. 2. Go to Administrator console > Business logic > UI Rules > Service call.
3. Create an UI rule with conditions "When a value has changed" and "where NOT (Organization is empty)", and add an overview action for this UI rule, for example, "Open calls for this organization". Name this rule as "test", and then click "Finish".
4. Reopen the UI rule "test", and do nothing else just click "Next".
Actual result:
On the third page to choose action, the "Next" button is disabled unless highlighting an action in the list.
ITSM009517 | Client2008: Exception when trigger UI Rule by Previous/Next item button
| Client2008 > UI Rule NullPointer exception when trigger UI Rule by Previous/Next item button on the form. How to reproduce: 1. Login Client 2008 with administrator authority. 2. Go to Administrator console > Business logic > UI Rules > Change.
3. Create a UI Rule for change with conditions "When existing item is opened" and with an overview action and a smart action, for example, "All calls for this CI" and "notepad.exe".
4. Go to Shortcut bar > Service desk > Change.
5. Create a change which matches the UI Rule's conditions. Save and reopen it. UI Rule can be triggered and actions can be executed without any exception.
6. Open a row in the view under or up the new change created in step 5.
Click "previous" or "next" button on the form to move to the new change, UI Rule is triggered but an error message with "NullPointer" will popup.
ITSM009518 | Client 2008: Role definition Item structure is messed up
| Role definition Item structure is messed up. Client 2008 > Administrator console > Security > Access > Role If a complex folder structure is used, the appearance of the item hierarchical structure in the Role definition is messed up, displaying at item level folder names. These folder names are then not listed under each item as it would be correct.
How to reproduce:
1. Service Desk Client 2008 > Administrator console > Data > Codes > General > Folder, add to the existing folders the following structure:
Cambio Total (Parent Folder)
-- > ASK
-- > DIS IH Total
----- > DA Region Munchen
----- > DA Region Stuttgart
Incident
-- > DHS HI Fieldservice
-- > MI-DBS
-------> VA
------ > External Processing
------ > closed
------ > Maintenance
------ > Control
------ > MV
------ > PSC
Change
-- > ASK
-- > DIS IH Total
----- > DA Region Hannover
----- > DA Region Nurnberg
----- > DA Region Pforzheim
2. Service Desk Client 2008 > Administrator console > Security > Access > Role, open a role, instead of "Item" as first and the most upper level, some of these folders are displayed at the same level as "Item", then "Item" is also displayed and under it, all the items like Analyzed Data, Change, Incident, etc. And inside one of the items - Change for example, those folders are not included under the item.
ITSM009519 | Client 2008: Views are not sorted.
| Client 2008 > Navigation bar Views in Client 2008 are not sorted in alphabetical order How to reproduce: 1. Go to View > Navigation and click on Service call 2. Check the view list, the view names are not sorted.
ITSM009521 | Client 2008: Functions in define view dialog not work correctly after sorting
| Client 2008 > View The functions in define view dialog doesn't work correctly after sorting the views. How to reproduce: 1. Client 2008 > View > Service call, open the define view dialog. 2. Click the column head to sort the view.
3. Then click 'copy' or 'modify' button, wrong views will be copied/modified.
ITSM009525 | Client 2008: ACES Log files for export are not in the proper directory
| Client 2008 > Menu > File > Aces Export Wizard ACES Log files for export are not in the proper directory in Client 2008 How to reproduce: 1. Service Desk Client 2008, go to Menu > File > Aces Export Wizard, run an ACES Export task. 2. The generated log file is under <Client2008_install_folder>\data_exchange\xml directory, instead of <Client2008_install_folder>\data_exchange\log directory.
ITSM009526 | Client2008: Table View auto format work incorrectly if there're multi-conditions
| Client 2008 > View Table View auto format doesn't work correctly if condition field is set to two values in Client 2008 How to reproduce: 1. Login as system account 2. Go to Shortcut Bar > Service Call
Then go to "View" menu -> Current View -> Define Views
Create a table view, set the new table view auto format as the following
Condition as "Priority equals LowORMedium", Color as "Green"
3. Then select the new created Service Call view and check the auto format result
ITSM009527 | Client 2008: A warning message pops up when starting with parameter "/SERVER="
| A warning message pops up when starting Client 2008 with parameter "/SERVER=" How to reproduce: 1. Adjust the following command to your environment "%sd_client2008home%\servicedesk.exe" "/USERNAME=user" "/PASSWORD=userpassword" "/SERVER=servername"
2. Run the command.
3. A Warning message pops up after the Message of the Day: "The form /SERVER=servername does not exist"
ITSM009528 | Client 2008: When creating new service call there is no focus in any field
| Client2008 > Service call When creating new service call there is no focus in any field in Client 2008 How to reproduce: 1. Service Desk Client 2008 > Service call, create a Service call 2. There is no focus in any field in the form
ITSM009530 | Client 2008: Open a role will retrieve the accounts list simultaneously
| Client 2008 > Administrator console > Security > Access > Role Open a role will retrieve the accounts list simultaneously in Client 2008. How to reproduce: 1. Client 2008 > Administrator console > Security > Access > Role, open a role. 2. If the role has a lot of accounts related, it's very slow when opening (the accounts list is retrieved at the beginning). It should only retrieve the accounts list when you access the "Account" tab.
ITSM009533 | Client 2008: Long Attribute Lists in Advanced find - not all fields selectable
| Client2008 > Service call > Advanced Find In some machine, if there is a long attribute lists in Advanced Find, some fields are displayed out of the screen and not selectable. How to reproduce: 1. Menu Tools > Options > Other, select the checkbox, set value 300.
2. Service call > Advanced Find > Advanced tab > Add criterion > Field, some fields are displayed out of the screen if the list is long, and it is not possible to scroll down the list.
Note: This issue occurs only in some machines which has set large fonts or customized dpi setting for display in OS.
ITSM009536 | Client2008: "OK" button is disabled in "External Class" dialog of Import mapping
| Client 2008 > Administrator console > Data > Data Exchange > Import Mapping "OK" button is disabled in "External Class" dialog of Import mapping sometimes How to reproduce: 1. Login in as system account 2. Go to Admin Console > Data Exchange > Import Mapping
Open a existing mapping
On the left "Item Mapping" pane, highlight one item mapping and click "Modify" button at the bottom,
3. In the opening "External Class" dialog
Select another template for the current Item
Now "OK" button in the "External Class" dialog is disabled.
ITSM009538 | Client2008: Some command line actions triggered from UI rules don't execute
| Client 2008 > UI Rule Some scripts that trigger and executed correctly in the VJ client are not triggered anymore in Client 2008. How to reproduce: 1. Create a simple VB script with content 'msgbox("Test")'. 2. Service Desk Client 2008 > Administrator console > Business logic > UI Rules > Service call, create a UI rule with command exec action to run the VB script created in step 1.
3. Service Desk Client 2008 > Service call, new and save a service call to trigger the UI Rule created in step 2. The VB script is not executed and a java.io.IOException found in log file.
ITSM009540 | Client 2008: CI "SN Status" or Service "SN Status" value not correct.
| Client 2008 > Configuration Item Client 2008 > Service CI "SN Status" or Service "SN Status" value not correct in Client 2008 How to reproduce: 1. Login Client 2008 with administrator authority.
2. Go to Shortcut bar > CMDB > Configuration Item.
Open an existing Configuration Item.
Switch to "SN and Outage" tab page.
Enter the values of "SN Name" and "SN Socked Address" field.
Save and Close Configuration Item.
3. Reopen the Configuration Item.
Switch to "SN and Outage" tab page.
Check the value of "SN Status".
Notes: the same issue exists in Service.
ITSM009542 | Client 2008: Enter key doesn't work sometimes
| Enter key which is located on the right side of the keyboard doesn't work in Client 2008. Another Enter key (located in the center of the keyboard) works properly. How to reproduce: 1. Service Desk Client 2008 > Service call, open a service call, the "Enter" key located in the numeric key pad doesn't work like the normal "Enter" key when inputting value in the fields.
2. Service Desk Client 2008 > Advanced Find, do some query, select a item, press the "Enter" key located in the numeric key pad, the selected item is not opened.
ITSM009544 | Client2008: The dropdown view list doesn't refresh after adding a new view.
| Client 2008 > View > Current View > Define Views The view combo box list will not be updated automatically after adding or removing a view in Client 2008 How to reproduce: 1. Login as system account 2. Go to Shortcut Bar > Service Call
Then go to "View" menu -> Current View -> Define Views
Select a view, and click "Copy" to create a new view
3. Then click "Close" button to close the define view dialog.
4. The new created view will not show in the combo box view list of Service call at once. You have to select another item then go back to Service Call to find the new view in the view list.
ITSM009554 | Client 2008: Chart view displays empty overview data when category name is empty
| Client 2008 > View Service call Chart view displays empty overview data when category name is empty in Client 2008 How to reproduce: 1. Client 2008 > View > Service call, create a Chart View, set Filter: Deadline in the last 7 days AND Actual Finish is empty
Other: General > Drill to view: All Service Call (Table)
X-axis > Field: SLA Name
Series > Field: Impact
2. Apply this chart view, if none data available in the view, modify some service calls to meet the condition and show them in this view. Make sure some service calls with empty SLAs can be displayed.
3. Click the first bar (which represents the service calls without any SLAs), the overview dialog will pop up but no data will be shown.
Note: If the X-axis > Field is set to a customer field, a JDBC error will popup up sometimes when display overview dialog
ITSM009588 | Client 2008: Spelling Check function does not work on some platforms
| Client 2008 > Form > Spelling Check Spelling Check function does not work in Client 2008 on some Windows 2003 and Windows 2000 platforms. For these platforms, it is required to install Visual C++ Redistributable Package for enabling Spelling Check function of Client 2008.
Visual C++ Redistributable Package will be included in the Service Desk 4.5 Patch Package since Service Desk 4.5 Service Pack 26.
Visual C++ Redistributable Package can also be downloaded from the following Microsoft web site. (http://www.microsoft.com/downloads/details.aspx?familyid=200B2FD9-AE1A-4A14-984D-389C36F85647&displaylang=en)
ITSM009597 | Client 2008: Service Pages setting not shown correctly when has permissions
| Client 2008 > Administrator Console Service Pages setting is not shown in Administrator Console when account has "SP Account" permission How to reproduce: 1. Administrator Console > Security > Access > Role, create a role, give all permissions of "SP Account"
2. Administrator Console > Security > Access > Application Account, create an account with the role created in step 1.
3. Login as the account create in step 2, there is no Service pages settings in Administrator Console
ITSM009633 | Spelling Check does not work correctly when the content includes multiple lines
| Client 2008 > Spelling Check Spelling Check does not work correctly when the content includes multiple lines. The content will become one line after running spelling checker. In some windows platforms, a special character will show at the end of each line.
How to reproduce:
1. Logon in as system account
2. Go to Shortcut Bar > Service Call
3. Create a new Service call
4. Set the information to the following:
Spelling Check function
test
test
5. Execute Spell Check function via menu Tools > Spelling...

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Defect Report | Description
SP27: |
ITSM008993 | Implement a setting to turn on/off the 64K field search option.
| Enhancement request details > Implement a setting to turn on/off the 64K field search option. Describe a scenario when the situation occurs > We is concerned about the performance issues of searching the 64K field in MS SQL. Describe any workarounds used today
> Can not disable this.
Describe what is unacceptable about the current situation
> It could cause serious performance problems.
Describe required functionality for expected behaviour
> Add a feature to disable or enable the 64K search
ITSM009036 | One insertion marker could be used by more than one UI rule
| Tools > System > Business Login > UI Rules A maximum of 4 insertion markers could be added on one form and each of them should be used by UI rules exclusively. But through copying UI rule, one insertion markers can be used by more than one UI rule.
How to reproduce:
1. Tools > System > Business Login > UI Rules > Service call, create a UI rule using one insertion marker.
2. Copy the UI rule and paste it to create a new UI rule. The insertion marker is also used in the new UI rule.
ITSM009415 | Java applications of SD adaptors for OVCM are available in Service Pack
| What's new ITSM009415 Java applications of SD adaptors for OVCM are available in Service Pack From SP27, the two Java applications files: sd_getworkorderci.bat and sdgetworkorderci.jar, which are in OVSD part of the SD adapter for OVCM, now are available in Service Pack, they are no longer released in SD adaptor for OVCM.
ITSM009454 | The subform exists in the form until the form is closed
| Tools > System > Presentation > Forms Data > Codes > General > General Relation Type Create an item to trigger subform and do not close it. If create another item with the same type, the subform is still inserted into the form although the item doesn't trigger subform.
How to reproduce:
1. Tools > System > Presentation > Forms > Change, create two subforms: Production and Development and add the field "Category" to them.
2. Presentation > Forms > Change, open the default form and add two insertion markers: Production and Development.
3. Data > Codes > General > General Relation Type, create a general relation type "Production change" and set from Change Category to Form and add relation for the type from "unplanned" to "Production"
4. Data > Codes > General > General Relation Type, create another general relation type "Development change" and set from Change Category to Form and add relation for the type from "Pre-Authorized" to "Development".
5. Business Logic > UI rules > Change, create a UI rule:
After existing item has been opened
OR After new item has been opened
where Category equals Unplanned
Category -> Production change (Insert subform)
And create another UI rule:
After existing item has been opened
OR After new item has been opened
where Category equals Pre-Authorized
Category -> Development change (Insert subform)
6. Data > Templates > Change, create two templates: Production and Development. In the template Production, set Category to "Unplanned". In the template Development, set Category to "Pre-Authorized".
7. Service Desk > Change, create a new change using the template Production. The subform Production is inserted into the form - it works well. Do not close the form. Create another change using another template in which Category is empty but the subform Production is still inserted into the form.
8. Do not close the forms in step 7. Create a new change using the template Development and the two subforms Production and Development are both inserted into the form.
ITSM009522 | ACES Import fails for New access for a folder
| How to reproduce: 1) Create a new role called Testing 2) Select "Service Call" for the role Testing. 3) Click on the folder E-Go 4) Click on Details, ticked yes to View, Modify and New.
5) Click on "when assigned to user's workgroup" for View and Modify.
6) Create aces view and group and export it.
7) Delete the role created in step1.
8) Import it and check on the access for E-Go.
9) New access is ignored.
ITSM009524 | Import of Underpinning service relation fails with Critical internal error
| Admin Console > Data > Templates > Underpinning service relation Admin Console > Data > Data Exchange > Import mapping Admin Console > Data > Data Exchange > Data Exchange Task How to reproduce: 1. Create a new "Underpinning service relation" template with name = UndServRel
2. Create a new import mapping:
Import mapping: UndSerRel
External Class:
Name = SERVREL
Item = Underpinning service relation
Entity Template = UndServRel
Field Mapping:
Property Field Used as Comment.
UND Service to Unique key Reference to Name
OP Service from Unique key Reference to Name
3. Create a new Data exchange task
Exchange file: SERV.XML
Account: system
Import mapping: UndSerRel
Debug: On
4. Run the import and a NullPointException is thrown
ITSM009529 | Get Oracle 902 error when running ACES to import the Problem Status codes.
| Administrator Console > Data > Codes > Problem > Problem Status; Administrator Console > Security > Prevention > Required Fields > Problem; Administrator Console > Data > ACES; File > ACES > ACES export wizard; File > ACES > ACES import wizard;
Get Oracle 902 error when running ACES to import the Problem Status codes.
How to reproduce:
Prerequisite: use Oracle and different settings for the repo user.
1. Administrator Console > Data > Codes > Problem > Problem Status;
- Add a new status code 'status-1';
2. Administrator Console > Security > Prevention > Required Fields > Problem;
- Choose any field i.e. 'Actual Finish' and set it to be required for 'status-1'
3. Administrator Console > Data > ACES;
- Create an ACES view and for the item field select 'Problem Status'. Create an ACES group and relate the newly created view to it.
4. File > ACES > ACES export wizard;
- export the 'Problem Status' codes to an xml file.
5. Administrator Console > Data > Codes > Problem > Problem Status;
- Delete the 'status-1' code.
6. File > ACES > ACES import wizard;
- import that xml file to overwrite existing items; you'll get an Oracle 902 error and the 'status-1' is not imported as well.
ITSM009532 | Time value is reduced 1 hour when displayed via Opta2000.jar with SQLServer 2000
| Admin. Console > System Panel > Regional Settings SD Client > toolbar > timezone SD Client > Shortcuts > Work order In a specific time slot of 1 hour on March 8th 2008, the time values are displayed by reducing 1 hour when using SQL Server 2000 with Opta2000.jar in server\lib folder.
However, the stored time value in database is correct.
How to reproduce:
1. Set OS timezone for database server to EST (UTC-5) (new york)
2. Set OS timezone for application server to EST (UTC-5)
3. Set OS timezone for client to EST (UTC-5)
4. Set default timezone for the "system" account to EST (UTC-5)
5. Create a new workorder,
Go to tab time/cost,
Use the calendar to select date "March 8th, 2008" in the "Planned Start" field,
Modify the time of this field to a time that is between 21:00 and 21:59,
Enter the rest of the required fields and press 'save&close',
Re-open the workorder and check the value of the Planned Start.
6. It shows the value that you entered -1 hour.
7. But Planned Start value in the historylines is correct.
8. Doing the same by setting everything to Timezone CST (UTC-6) results in the same behaviour but in the time slot 20:00 - 20:59.
9. Doing exactly the same against an Oracle database does not result in the 1 hour difference.
Note: This problem is introduced from SP23.
ITSM009541 | The call does not get created when send mail to SD
| Administrator Console > Data > Codes > Service Level Agreement > Service Level; Administrator Console > System Panel > E-mail; Administrator Console > Data > Templates > Service call; Administrator Console > Security > Prevention > Required fields > Service call;
SD gives an error when get inbound mail.
How to reproduce:
1. Administrator Console > Data > Codes > Service Level Agreement > Service Level;
- Make sure the default Service Level is 'Bronze'. In the Impact vs Priority tab page, the 'Medium' impact is mapped to the 'Medium' priority;
2. Administrator Console > System Panel > E-mail;
- In the Inbound e-mail addresses tab page, the template for the 'servicedesk' address is 'inbound e-mail call';
- In the E-mail priority mapping tab page, the 'normal' importance is NOT mapped to any priority.
3. Administrator Console > Data > Templates > Service call;
- For the 'inbound e-mail call' template, the impact field is set to 'Medium'.
4. Administrator Console > Security > Prevention > Required fields > Service call;
- Make sure the Priority field is Always Required;
5. Send a mail to the 'serviedesk' address. The call does not get created and SD gives an error:
For service call the following fields are required: priority.
ITSM009552 | Data Exchange Parallel Import having problems.
| When importing data by data exchange in parallel mode, the master import progress ends before all the servant progresses are complete. It cause some servant progresses will never end when the whole importing file are imported. How to reproduce:
1. Use Demo Database.
2. Create a person10000.csv file with 4 fields. This file has 10000 person records.
3. Create an ODBC connection to this file.
4. Create export to create the XML file.
5. Create a import mapping to allow the 10000 records to be imported.
6. Use the attached bat files to import the 10000 records using 10 servants and the master.
7. Start the person.bat. It will kick off 10 new windows.
8. In one of the servant windows please click inside it so the window stops procssing. This will insure that the Master complete first.
9. The master process will finish before some of the servants are complete and thus the servant windows will stay open and the Master will continue.
10. The Servant windows will never close and the whole BAT files then is compromised.
ITSM009556 | Client 2008: Quick View is not displayed sometimes
| In Client 2008 the Quick View is not displayed sometimes. How to reproduce: 1. Service Desk Client 2008 > Service call, open a service call. 2. Click "Quick View", for example Caller > Quick View, the Quick View is not displayed. Notes:
This problem occurs only in some customer environments with multiple monitors.
ITSM009601 | Relation type field error when using sd_dataform
| Service Desk client > Tools > System > Business Logic > Application: Service Desk client > Tools > System > Business Logic > Actions > Smart Actions > Service call: How to reproduce: 1. Create an application, Name = sd_dataform, Command line = sd_dataform.bat, Start in = <SD client installation root dir>\bin\
2. Create a smart action, Text = Test1, Application = sd_dataform, Parameters = "Change" +"relations.service call.id=[ID]" +"relations.relation type.text=Solved by" -ForceNew
3. Open a service call, on Actions menu items form, select "Test1",
4. Click "OK" in the "Service Event Relation" form
5. An error thrown with message "or service event relation the following fields are required: relation type."
ITSM009606 | JDBC error in log: Cannot insert duplicate key in object 'ITSM_EMAILSC'.
| Administrator Console > System Panel > E-mail > General tab page; Administrator Console > Business Logic > Database rules > Service call; JDBC error in log: Cannot insert duplicate key in object 'ITSM_EMAILSC'. How to reproduce: 1. Administrator Console > System Panel > E-mail > General tab page;
- Configure the outbound mail settings and tick the checkbox "Enable record e-mail"
2. Administrator Console > Business Logic > Database rules > Service call;
- Define two rules as follow
When service call is created
(Send e-mail message) , Send to: abc@xyz.com, Subject: any_subject, Message: any_message, Attachment Classification: <Unclassified>
When service call is created
(Update Data) Information set to any_information
3. Send a bunch of mails to SD to log calls. Intermittently the second rule is not successfully executed and also you'll see in log a JDBC error like this.
Violation of PRIMARY KEY constraint 'ESC_PK'. Cannot insert duplicate key in object 'ITSM_EMAILSC'., SQL state: 23000 for query: INSERT INTO itsm_emailsc
( esc_priority
,esc_oid
,esc_date
,esc_ser_oid
,esc_incoming
,esc_subject
,esc_blocked
,esc_body
,esc_source_oid
,esc_lockseq
) VALUES ( ?
,?
, CONVERT(DATETIME,?,120)
,?
,0
,?
,0
,?
,?
,?)
Values:
?0
?281485922533484
CONVERT(DATETIME,?2008/4/1 4:59:53 ,120)
?281485922533473
?1
?1
?633318790398057
?1
ITSM009608 | Error to show related service when service field isn't in the form
| Service Desk > Service call > Actions > Service Relate to Service call If the service field isn't in the form, error happens when try to show the related services. How to reproduce: 1. Service Desk > Service call, create two service calls: SC1 and SC2. For SC1, let service field empty and for SC2, fill service field.
2. Tools > System > Presentation > Service call, open the default form and remove the service field.
3. Service Desk > Service call, open SC1 and click Actions > Service Relate to Service call, an error pops up: java.lang.NullPointerException
4. Open SC2 and click Actions > Service Relate to Service call, another error pops up: java.lang.ClassCastException: com.hp.ifc.types.AppOID
ITSM009618 | Client 2008: UI Rule launching Internet Explorer does not work
| Client 2008 > UI Rule UI Rule launching Internet Explorer does not work correctly in Client 2008. How to reproduce: 1. Make sure the path to Internet Explorer is not defined in the Windows 'Path' environment variable, and that in your installation of Windows and IE, the IE does not launch from command line unless you go to the IE install directory (standardwise it would be <drive>:\Program Files\Internet Explorer). It should not launch if you are in another directory for this test.
2. Client 2008 > Administrator console > Business logic > UI Rule > Service call, Define the following UI rule:
After new item has been opened
OR After existing item has been opened
where NOT (Description is empty)
Test of IE (Command Exec Action) , , Command line: iexplore.exe, Parameters:
3. Client 2008 > View > Service call, open a service call from a view. The call opens but Internet Explorer doesn't.
ITSM009619 | Client 2008: UI Rule using "commit" and "After item is opened" not work correct
| Service Desk Client 2008 > UI Rule When defining a rule with the preconditions "After existing item has been opened" or "After new item has been opened", and using the system action "commit", double clicking on the item will result in the rule executing, but the item will not open.
How to reproduce:
1. Service Desk Client 2008 > Administrator console > Business logic > UI Rule > Service call, define a rule like the following:
After existing item has been opened
where NOT (ID is empty)
Set "Hi" in Description (Update Data) Description set to Hi,
Commit (System action)
2. Client 2008 > View > Service call, double click in an existing item from a View that includes the field Description. The result is that the item does not open, but the rule is executed. If you refresh the View, you will see that description has been set to "Hi".
This also happens if a similar rule is defined with pre-conditions "After new item has been opened".
ITSM009620 | Client 2008: Selected item will lost after sorting in table view without groups
| Client 2008 > Table view The selected item will get lost after clicking the column header in the table view without groups. How to reproduce: 1. Go to client 2008 > Service call >All service call (table) view 2. Select any record in the current view so that the table view has a focus
3. Then click any column header to sort(i.e. ID), then the selected record will be changed.
ITSM009638 | Client 2008: Service call View auto format doesn't work for boolean field
| Service Desk Client 2008 > View Auto format of view doesn't work for boolean field in Client 2008. How to reproduce: 1. Client 2008 > View > Service call, open a service call. 2. Click the "History" tab.
3. Right click on history lines view and choose "Customize Current View", and open "Auto Format" Dialog.
4. Add 2 conditions:
When system equals "yes" set font to red
When system equals "no" set font to blue
5. Save changes, but auto format doesn't work.
ITSM009661 | Client 2008: Data view not refreshed when navigation node changed
| Client>Administrator console Clinet>Navigation Data view can not be refreshed when navigation node changed or click F5 to refresh. How to reproduce: 1. Menu>View, select "Navigation" to display the Navigation tab
2. Go to the "Navigation tab", select a view such as Service call>All Open Service Calls(Table).
3. Create a service call
4. Select another view such as All Service Calls(Table). The new created service call is not displayed in this view by default.
Note: make sure the view doesn't filter the new created service call out.
5. Click F5 to refresh the view.
Expected result: The new created service call displays in the view.
Actual result: The right data view is stationary and the new created service call can't be displayed. You have to focus on the data view then refresh it to get the latest data.
Other behaviours related to this problem:
1. Add a URL shortcut "http://www.google.cn" into Shortcut Bar
2. Click this shortcut, web page is activated and showing now.
3. Change to AdminConsole view, click any node on Navigation tree, the web tab is always showing above.
ITSM009669 | Client 2008: Auto Format giving null pointer exception if value is empty
| When changing the Auto Format in a view, a null pointer exception will popup if the condition value is set empty. Service Desk Client 2008 > View How to reproduce 1. Client 2008 > View > Service call, open "View Summary" dialog, click "Auto Format", create a view rule as below:
a. Add new condition where Information doesn't contain null
b. Rule properties: change font color.
2. Save the Auto Format, click OK to apply changes to view. A null pointer exception will popup.
In VJ Client of rule condition, the value is not allowed to set empty.
ITSM009670 | Every second new problem is opened in readonly mode via action of a service call
| Admin. Console > Security > Role Admin. Console > Security > Account SD Client > Shortcuts > Service call When a problem is created from action in a service call screen, the first time it is created fine but the second time action from the service call, problem screen opens in read only mode and nothing can be modified.
How to reproduce:
1. Create a test role, with all the access of Service call and Problem, and view of Workgroup and Person.
For Problem, click Detail > Access tab > check Modify and select 'When assigned to user's workgroup'.
2. Create a test account with above test role.
3. Login as above account.
4. Create a service call, then use the action 'Create problem - copy values from current item' to create a problem, save the problem.
5. On the same service call form, use the action 'Create problem - copy values from current item' to create another problem, the new problem is read-only and nothing can be input.
6. When you exit above read only problem, you can use above action to create a modifiable problem again.
7. In a word, every second new problem is opened in readonly mode via action of a service call.
Note:
This problem does not exist in SP23 and SP24.
ITSM009671 | Client 2008: grouping by name in a item form is different with VJ client
| With the VJ client the attribute-labels in a groupbox in a service call form are grouped by the name of the groupbox. With the new client 2008 this feature doesn't work anymore. Client 2008 > Form How to reproduce: 1. Client 2008 > Administrator Console > Presentation > Forms > Service call, open a form, create a group named "Actual".
2. Add to this group the following fields: actual start, actual finish, actual duration
3. In VJ client, open a service call with this form, and have a look at the box "Actual":
The above fields are grouped by the name "Actual" and presented as follows: start, finish, duration.
4. Open a service call with this form in Client 2008, the fields are not grouped and are displayed as: actual finish, actual start, actual duration.
ITSM009678 | Archiving from the command line on SD client side does not work.
| Execute the program <SD client install>\bin\sd_archive.bat, but nothing is archived and no log is produced. e.g. sd_archive "Archive Service calls" -usr=system -pwd=servicedesk -srv=localhost:30999 -abs=yes -dtd=yes -rel=yes -his=yes -att=yes "-loc=C:\Documents and Settings\Administrator\Application Data\Hewlett-Packard\OpenView\Service Desk\Archive"
ITSM009684 | Approval displays Approver as OID instead of name when using Dynamic form
| Client > Dynamic Form Approval displays Approver as OID instead of name when using Dynamic form How to reproduce: 1. Login in Service Desk with system account 2. Go to "Administrator Console > Presentation > Forms > Work order"
Create a new subform name as "TestSubform1"
Put attribute "Initiator" and "Approval" in the new form "TestSubform1"
Save and close "TestSubform1"
Open the default form of "Work order" and add a "Insertion Marker" named as "TestInsertionMarker" in this form
Remove "Approval" attribute if it exists in the default form
Save and close the default form
3. Go to "Administrator Console > Codes > General > Generic Relation Type"
Create a new Generic Relation Type name as "TestRelationType1"
Set "From Item" to "Work order category"
Set "To Item" to "Form"
Then add a relation for this type which maps a category, for example "Task", to the new created subform "TestSubform1"
Save and close "TestRelationType1"
4. Go to "Administrator Console > Data > Templates > Change"
Open the default template of "Change"
Set "Work orders" to create a "Work order" with the default template of "Work order"
Save and close the template of "Change"
5. Go to "Administrator Console > Data > Templates > Work order"
Open the default template of "Work order"
Set "Category" to the value which has mapped in the "TestRelationType1" Generic Relation, for example "Task"
Save and close the template of "Work order"
6. Go to "Administrator Console > Business Logic > UI Rules > Work order"
Create a new UI Rule and add a "Insert subform" action as the following:
After new item has been opened
OR After existing item has been opened
Category -> TestRelationType1l (Insert subform)
In the "Insert subform" action form:
Set the "Instertion Marker" to "TestInsertionMarker"
Set the "Source field" to "Category"
Set the "Relation type 1" to "TestRelationType1"
Save this UI Rule
7. Go to Service Desk > Change
Create a new change and switch to "Work orders" tab page
Open the new created work order
Input "Initiator" value for this work order
Set a value for "Approval group"
Check the Approver list in the "Approval Votes"
Note: This issue exists since Service Desk 4.5 Service Pack 18

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Defect Report | Description
SP28: |
ITSM008888 | scroll bar not available displaying attachments
| Administrator Console > System Panel > Attachment Settings > General tab page Service Desk client > Shortcut bar > Service call No scrollbar is displayed when adding some attachments to an existing item. How to reproduce: 1. Administrator Console > System Panel > Attachment Settings > General tab page, add an attachment server.
2. SD client > Shortcut bar > Service call, open an existing item and add some attachments (e.g. more than 20), but only some of them are displayed and no scrollbar is displayed.
ITSM009443 | Application account role field cannot always be filled correctly from template.
| Tools > System > Security > Access > Application Account When create application account from templates, the role fields cannot always be set correctly. How to reproduce: 1. Tools > System > Data > Templates > Application Account, create two templates - "template1" and "template 2" and keep the field Login Name empty and relate different roles. Don't set any template as default.
2. Security > Access > Application Account, create a new account to open the form. The template is empty and select "template1" - all fields are set from "template 1".
3. Recreate a new account and then select the tab "Role". Select "template1" as template but no role is set.
4. Recreate a new account and select "template1" as the template. Then select "template2" and select the tab "Role" - an error happens: You are not allowed to view this roles per account or this may have been deleted by another user.
ITSM009485 | Client 2008: DateFields, located at the bottom of maximized Form not selectable
| Client 2008 - DateFields, located at the bottom of maximized Form not selectable Description: Service Desk Client 2008 -> Service call In Client 2008, if a date field is placed at the bottom of a form, most of the calendar is out of reach when the form is maximized and it is therefore not possible to select some dates.
How to reproduce:
1. Create a date custom field for Service call
2. Place the field at the very bottom of the form for Service call with all fields
3. Open a record with that form
4. Maximize the form
5. Try to select a date for the field at the bottom of the form. Only the upper part of the calendar is displayed. You have no way to select a date from the section that is not displayed, and there is no way to display it or to scroll down the calendar
ITSM009586 | CI periodic outage start and end times will be of 1 hour offset in outage
| SD Client > Shortcuts > Configuration Item OVOU > /opt/OV/sd/ovo/bin After configuring CI's start and end time in Periodic Outage window during DST period, it will be of 1 hour offset in outage. How to reproduce: 1. Set SD toolbar time zone as UTC-6:00 DST (Chicago time) CST, and suppose now is in DST.
2. Open a CI, goto SN and Outage tab, and then open Periodic Outage form.
3. Set Outage Start=06:00, Outage End=07:00
4. Select SD toolbar time zone as UTC+0:00 (Universal time)
5. Open above CI Periodic Outage form again, Outage Start and End are showing 12:00 and 13:00
6. When run mkoutage.sh, the CI outage time in outage is also showing FROM 12:00 TO 13:00
ITSM009667 | Client 2008: Integrate rule settings report tool to Client2008 console
| Administrator Console > Business logic > Database rules Administrator Console > Business logic > UI Rules Administrator Console > Security > Audit Enhancement request details > Details
ITSM007071: provided a tool (An executable file "SD45ViewRules.exe") for reporting all database and UI rules into a single file.
ITSM008684: provided a tool (An executable file "ViewAuditRules.exe") for reporting audit rules into a single file.
ITSM009043: provided a tool (An executable file "SD45SortRules.exe") for sorting the database/UI rules by order
Sometimes, users would like to list the database/UI rules in order. It's also required to be integrated.
These support tools were ever provided to users by executable files. For more convenient use, they'd better integrated to the UI Console.
Describe the user scenario
> Scenario
Some users like to get a full report of database/UI rules and audit rules in their Service Desk system. But they have to run the tool by an independent file to get it. If they can get the report from the client console directly, it would be more convenient.
Describe any workarounds used today
> Workaround
None.
Describe what is unacceptable about the current situation
> Unacceptable
Uses can't generate the report in the client console.
Describe required functionality for expected behavior
> Required
Integrate the 3 support tools into Client 2008 UI Console.
ITSM009674 | Auditing for Related CIs does not work when it is created via template
| SD client > Shortcut bar > Configuration item; Administrator Console > Data > Templates > CI relation; Administrator Console > Data > Templates > Configuration item; Administrator console > Security > Audit > Audit rules > Configuration item; If auditing is enabled for Related CIs, and the field is filled via a template, no history line is logged for it.
How to reproduce:
1. SD client > Shortcut bar > Configuration item;
- Create a new CI: CI-1.
2. Administrator Console > Data > Templates > CI relation;
- Create a new template for CI relation with the following settings.
Name: CI-relation-template
Template category: CI
CI relation type: Connected
CI to: CI-1
3. Administrator Console > Data > Templates > Configuration item;
- Create a new template for CI with the following settings.
Name: CI-template
Template category: CI
Related CIs: CI-relation-template
4. Administrator console > Security > Audit > Audit rules > Configuration item;
- Make sure the Related CIs field is selected.
5. SD client > Shortcut bar > Configuration item;
- Create a new CI with the CI-template.
It can be seen that the changes for Related CIs field are not recorded in history lines.
ITSM009675 | SLA metrics reports produce incorrect results
| Admin. Console > System Panel > General Settings SD Client > Shortcuts > Incident SD Client > Shortcuts > Service Level Agreement When sla metrics are configured to generate availability reports based on support hours, reports produced for non-supported hours are incorrect. Reports for non-supported days result in 0% availability, which is ok if there are no related incidents with outage. However if incident is created (e.g. automatic incident from OVO) during non-supported days, reports will show 0% availability and will have related incidents with outage.
This is confusing for the end-user (Service Manager): Report for unsupported hours should say N/A or something similar. 0% (or "%" as OVSD represents 0%) doesn't help because it is unclear if service was unavailable or it was on unsupported hours. The only way to distinguish those reports now is to look into report details and check if there were incidents with outage.
How to reproduce:
1. Goto General Settings > General TAB, select "Actual Start Used As Unavailable Start In Availability Report" check box.
2. Ensure SD client time zone, Primary Time Zone and the time zone of "ITSERVICE" organization are the same ones.
3. Create an incident, set CI as "ACROBAT4", Impact as "Medium", To Workgroup as "DESKTOP", Service as "DESKTOP", Actual Start as "18/05/08 23:00", Actual Finish as "18/05/08 23:10". Save&Close.
4. Update other incidents, Impact as "Low".
5. Open "Desktop" service level agreement, set "ITSERVICE" as Provider Organization, Applied time zone of "Provider", Service Level as "Bronze (8X5)", Actual Finish as "20/12/20 00:00" or any date time longer than today. Save.
6. For above service level agreement, add a Service Desk Metric Settings, Metric Type as "Availability", select "Include Incidents only", Failure Impact Codes for Incident as "Medium", Minimum Availability as "95%", select "of Service Hours", Recurrence as "Daily, every day on 23:59".
7. For above metric, click "Pre-run...", set When as now, Evaluation Start as "18/05/08 00:01", Evaluation End as "18/05/08 23:59".
8. Goto Reports TAB, Availability Violation is true, calls with outage is 1, and the availability shows "%" meaning "0%" which is confusing, because if there is no incident, then availability is also 0%.
ITSM009682 | Client 2008: Selection in a view with first characters is not possible
| Selection in a none group table view with first characters in Client 2008 is not possible Client 2008 > View How to reproduce: 1. Service Desk Client 2008 > View, open a table view (for example all person). 2. View Summary > Group by, remove any group fields.
3. Make sure the Search Code column is selected and ordered by.
4. Hit a letter that exist as the first letter of a search code. The cursor will not jump to a record starting with this letter.
ITSM009683 | Client 2008: Insert does not work with SD_dataform
| In Client 2008 if more than one person has the same number, you get the person list to select from but the selected person is not inserted as the caller. Client 2008 > SD_Dataform How to reproduce: 1. Client 2008 > View > Person, create 2 persons with same telephone number, eg.3456.
2. Don't close the client. Run the command in the install bin folder:
sd_dataform -forcenew "ServiceCall" +"Caller.Telephone number=3456"
3. Select one of the person in the list, the value isn't filled in the caller fields of Service call. In VJ client it can be selected and the person value is filled in.
ITSM009686 | Nullpointer exception using previous and next arrow buttons in Incident form
| Administrator Console > Business Logic > UI Rules > Service Desk > Incident Nullpointer exception when you try to use the previous and next buttons on the Incident form only. How to reproduce: 1. Login as system account. 2. Go to "Administrator Console" > "Business Logic" > "UI Rules" > "Incident".
3. Create a new UI rule. In the actions page, add two actions:
(1) Update "Description", set value to "Hello";
(2) Commit action.
Save the UI rule.
4. Go to "Service Desk" > "Incident"
5. Open an Incident. "Description" changed to "Hello".
6. Click up/down arrow on the command bar.
7. NullPointerException happens.
ITSM009688 | Monthly recurring metric of a SLA on the 1st day of a month isn't scheduled
| SLM > SLA > Metrics Monthly recurring metric of a SLA on the 1st day of a month isn't scheduled. How to reproduce: 1. SLM > SLA, create a new SLA. 2. Open the new SLA and create a metric for availability: Include Incidents only and choose recurrence monthly, at 00:00:00 of Day 1 of every 1 Month. (Start of Recurrence must be earlier than the 1st of the current month)
3. Save the metric and the SLA.
4. Tools > System > Business Logic > Scheduled Tasks, the SLA report evaluation is not scheduled.
ITSM009689 | Client 2008: A Com exception error when opening any item the first time
| A Com exception error appears when opening no matter what item for the first time in Client 2008 on some PCs. Client 2008 > Form > Spell check How to reproduce: 1. Client 2008 > View, open an item for the first time, e.g. a service call. 2. In some client, an error message box is displayed:
com.jacob.com.ComFailException: A COM exception has been encountered:
At Invoke of: Quit
Description: The remote procedure call failed.
at com.jacob.com.Dispatch.invokev(Native Method)
at com.jacob.com.Dispatch.invokev(Dispatch.java:858)
at com.jacob.com.Dispatch.callN(Dispatch.java:455)
at com.jacob.activeX.ActiveXComponent.invoke(ActiveXComponent.java:576)
at com.hp.ifc.ui.cmd.ToolsSpellCheckAction.canSpellCheck(Unknown Source)
3. After clicking on OK, the error disappears and client works without any further error messages during the same session. If the client is closed and restarted, the error message appears again when opening an item.
ITSM009692 | Client 2008: Table view: Auto format condition doesn't take effect sometimes.
| Client 2008 > Shortcut > Service desk > Service call > Customize Current View How to reproduce: 1. Logon client 2008. 2. Go to Service call, open a table view. 3. Open Custom Current View dialog, click Auto Format button.
4. Add a rule, set color as Red, and set condition as "Assignment To Workgroup equals Helpdesk".
5. Save and return to the view.
Expected Result:
The SCs which are assigned to Helpdesk are in red.
Actual Result:
The setting doesn't take effect.
ITSM009698 | Limit range by relations action in UI rule does not work for template.
| SD client > Shortcut bar > Service; Admin Console > Data > Templates > Service calls; Admin Console > Data > Codes > General > Generic relation type; Admin Console > Business Logic > UI rules > Service call; SD client > Shortcut bar > Service call;
Limit range by relations action in UI rule does not work for template.
How to reproduce:
1.SD client > Shortcut bar > Service;
- creates several services: service-A, service-B, and service-C.
2.Admin Console > Data > Templates > Service calls;
- define several templates: template-1, template-2, and template-3
3.Admin Console > Data > Codes > General > Generic relation type;
- create a new generic relation type grt-1, which sets up the relations from service to template:
service-A -> template-1
service-B -> template-2
service-C -> template-3
4.Admin Console > Business Logic > UI rules > Service call;
- create a UI rule like this:
When a value has changed
where Service (*) is anything
Template = Service -> grt-1
5.SD client > Shortcut bar > Service call;
- create a Service call and fill the Service field with service-B. We expect that the available templates should be limited to template-2. But you will find that all the templates are still visible. When you select any template other than template-2, you will get an error "You are not allowed to view this template or this may have been deleted by another user."
ITSM009700 | Folders at the Advanced find are able to drag and drop
| Tools > System > System Panel > General Settings Toolbar > Advanced Find Folders at the Advanced find are able to drag and drop. How to reproduce: 1. Tools > System > System Panel > General Settings, select "Apply Filters In Advanced Find, Quick Find And Overview Action Results".
2. Toolbar > Advanced Find, go to advanced tab and add "Folders" as criteria.
3. Click on the Quick Search button to see all the Folders. In the folders, mark the checkbox of one folder and it can be dragged and dropped to another one.
ITSM009702 | Client 2008: NullPointerException if Deadline set to (Make empty) in UI Rule
| If in UI Rule, update data to set Deadline to (Make empty), you will get NullPointerException when this UI Rule is executed. Client 2008 > Administrator Console > UI Rule How to reproduce: 1. Client 2008 > Administrator Console > Business logic > UI Rule > Service call, define a UI rule like this:
When a value has changed
where Deadline (*) on or after 31/12/08 00:00
set deadline (Update Data) Deadline set to (Make empty)
2. Open a service call, set deadline to 31/12/08 00:00.
3. Move focus to other field, a NullPointerException message will popup.
ITSM009703 | Client 2008: add filter function for Administrator Console tree
| Client 2008 > Administrator Console The Administrator Console View of Client 2008 has a new text field for filtering the items whose names match the filter text. The filter text supports wildcard character '*' and '?'.
ITSM009710 | Client 2008: View filter criterion can't be modified if the entity doesn't exist
| Client 2008: View filter criterion can't be modified if the related entity doesn't exist Service Desk Client 2008 > View How to reproduce: 1. Client 2008 > View > Workgroup, create a workgroup "test". 2. View > Service call > Define views, new a view, set filter criterion "Assignment; To Workgroup" to the workgroup "test" which created in step 1.
3. Delete the workgroup "test".
4. Customize the view created in step 2, open the filter dialog, now the filter shows as below:
"Assignment; To Workgroup equals null"
5. Try to modify the criterion, the criterion dialog doesn't pop up, an error is logged in the client log. But in the VJ client, you can modify the criterion after the error message pops up.
ITSM009714 | java.lang.NullPointerException saving new Service call created with copy action
| Admin Console > Presentation > Forms > Service call Service call Form Menu > Actions > Create Change - copy values from current item How to reproduce: 1. Create a new service call form that does not include the Relations Tab and also not the Relation Fields in any other tab
2. Select this form as default.
3. Open a service call
4. From the system actions select "Create Change - copy values from current item"
6. Select a status and click on Save and Close in the new change.
7. The new change is saved but a java.lang.NullPointerException error pops up
ITSM009723 | NullPointerException happens when unrelate CIs' relation without saving
| Tools > System > Security > Audit > Audit Rules > Configuration Item CMDB > Configuration Item After delete the relation between CIs and don't save the CI, there is a NullPointerException error. How to reproduce: 1. Tools > System > Security > Audit > Audit Rules > Configuration Item, enable to audit "Related CIs".
2. CMDB > Configuration Item, create a new CI.
3. Open the CI and switch the tab Related CIs. Relate an existing CI and then unrelate it.
4. Close the CI and select "No" when the Save dialog pops up. Then an error "java.lang.NullPointerException" happens and the form cannot be closed.

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Defect Report | Description
SP29: |
ITSM007487 | Request the use of secure ftp instead of ftp for attachments.
| Tools > System > System Panel > Attachment Settings > ftp > With tightened data security around SOX we have shut off all ftp in our environment and require all applications to us sftp. Attachments many time contain private and sensitive data then should never be transmitted with ftp.
Describe a scenario when the situation occurs
> This situation occurs anytime a file is attached to a service desk form and is transmitted to the attachment server.
Describe any workarounds used today
> We have not implemented the Service Desk application, our current application Service Center uses the ODBC connection to transfer the file as a BLOB.
Describe what is unacceptable about the current situation
> Unsecured, and unencrypted transmission of sensitive data.
Describe required functionality for expected behaviour
> Use sftp instead of ftp.
ITSM007498 | Using tree view in advanced find returns 0 records.
| Organization > Organization > Advanced Find > Find Now When selecting a tree view as View in "Advanced Find" form, there is no item found in the "Advanced Find" form even though no filter parameter is defined. But using the same view in the main window or in "Quick Find" form will return items.
How to reproduce:
1. Organization > Organization > Menu View > Current View > Define View > Add, add a new view "treeview" with Tree type and apply the view. All records will be displayed in the main window.
2. Select "Advanced Find" and select "treeview" as View, then click "Find Now", nothing is displayed and the bottom message is "0 item(s)".
3. Give an existing "Search code" as filter parameter. After clicking "Find Now", nothing is displayed and the bottom message is also "0 item(s)".
ITSM008535 | An error pops up when copy and paste a template in administrator console
| Tools > System > Data > Template When copy and paste a template, an error dialog pops up. The copied template is still created. How to reproduce: 1. Tools > System > Data > Template > Work order, select "New W2000 and E-mail account". 2. Use Ctrl+C to copy the template and then Ctrl+V to paste it.
3. After waiting several seconds, an error dialog pops up: java.lang.NullPointerException.
4. Close the error dialog. And a new template "Copy of New W2000 and E-mail account" has been created.
ITSM009456 | when put one space in CI search code " " , SD accept and managed to save.
| SD client > Configuration Item How to reproduce: SD client > Configuration Item 1. create a CI, when put one or more space in CI search code, e.g." ", " ", SD accept and managed to save. 2. But when put a space and a word in CI search code, e.g. "abc abc", SD will complain with below error.
"The search code must be all capitals, must not start with a number, cannot have spaces, asterisks (*), underscores (_), percent signs (%) or question marks (?).":
ITSM009566 | Client 2008: undo fuction not work well sometimes
| How to reproduce: Step1: 1. Login Client 2008 as system administrator. 2. Select incident in Shortcut panel. 3. Edit an exist incident item by double clicking.
4. Set focus in information field.
5. Change value inthat field.
6. Select menu Edit/Undo. (or press ctrl-z)
Expected result:
The value in that field became the old value before editing.
Result:
The new updated value still there.
Step2:
1. Start the client.
2. Go to "Problem", open an item.
3. Change the content in "Description"
4. Move the focus to another field, then move back.
5. Try to use "Edit">"Undo" from the menu to restore the original value in "Description".
<Expected result>
The value can restore to old one.
<Actual result>
The value is not changed.
In VJ, this function works well.
Step 3:
1. Open an entity, e.g., "Organization"
2. Clear the "Name 1" field
3. Click "Save and Close"
4. An error message popup to warn you "Name 1" is required.
5. Close the message box and choose "Undo" from "Edit" menu.
Actual result:
the old "Name 1" value is not resumed.
ITSM009717 | Deadline is wrong when priority is set by DB rule
| Tools > System > System Panel > Regional Settings > Time Zones Tools > System > Data > Codes > Service call > Service call Priority Duration setting Tools > System > Business Logic > Database Rules > Service call Deadline is calculated based on the service level with sd server timezone when priority is set by DB rule.
How to reproduce:
1. Set time zone of client to UTC+08:00. Assume that now is 10:00 AM (UTC+08:00).
2. Tools > System > System Panel > Regional Settings > Time Zones, set Primary Time Zone to UTC+0:00.
3. Tools > System > Data > Codes > Service Level Agreement > Service Level, set Bronze (8 x 5) as the default Service Level.
4. Tools > System > Data > Codes > Service call > Service call Priority Duration setting, set the Max. Duration of Top to 1 hour.
5. Service Desk > Service call, create a new service call and priority is set to Top. Then the deadline is set to 16:00.
6. Tools > System > Business Logic > Database Rules > Service call, create a db rule:
- When service call is created
- OR When service call is modified
- where Priority (*) is empty
- Set-top (Update Data) Priority set to Top
7. Service Desk > Service call, create a new service call, set priority to empty and save it.
8. Reopen the service call created in Step 7 and the deadline is set to 11:00.
ITSM009722 | When enabling record e-mail the mails get attached to wrong calls
| Administrator console > system panel > e-mail > general tab page; Administrator console > presentation > forms > Service call; SD client > tools > options > advanced tab page; SD client > shortcut bar > Service call; When enabling record e-mail the mails get attached to wrong calls
How to reproduce:
1. Administrator console > system panel > e-mail > general tab page;
- set outbound e-mail and enable record e-mail
2. Administrator console > presentation > forms > Service call;
- add the e-mail field to the Service call form
3. SD client > tools > options > advanced tab page;
- select the option: send me e-mails when items are assigned to me
4. SD client > shortcut bar > Service call;
- open several existing calls and fill the assignment fields
- save and close all calls
- browse through the calls and the emails are shown in the wrong calls intermittently
ITSM009724 | Fields updated even after using Cancel button in 'Update All'
| SD client > Shortcut bar > Service call; When entering a value to change in an Update All operation and then hitting the Cancel button, the change still takes place. How to reproduce: SD client > Shortcut bar > Service call; - Select multiple Service call records. Right click and select update all.
- Enter value in Description field and then click Cancel button
- Select Status (e.g. Registered) and then click OK button.
- Click OK to apply the changes.
You will find the Description of Service calls is changed as well as the Status.
ITSM009725 | Problem with Date Format in Data Exchange (24 hours format vs 12 hours format)
| Windows > Control Panel > Administrative Tools > Data Sources Admin Console > Data > Data Exchange > Data Exchange Task How to reproduce: 1. Create a ODBC data source with the excel file "model.xls" named T2 2. Create an export task with the export configuration T1.ini.
And set exchange xml to "T1.xml"
3. Click start to do the export task
4. In the xml file, the time should be "2006.01.03.16.57.00", but it is change to "2006.01.03.04.57.00".
ITSM009726 | Client 2008: UI rules issue: required impact does not change with category.
| Client 2008 > Administrator console > Security > Prevention > Required fields > Service call > Business logic > UI rules > Service call > Shortcut > Service Desk > Service call Client 2008: UI rules issue: required impact does not change with category.
How to reproduce:
1. Logon with system authority.
2. Go to
Administrator console > Security > Prevention > Required fields > Service call,
and set "Impact" as a required field.
3. Go to
Administrator console > Business logic > UI rules > Service call,
and add three UI rules:
1) When a value has changed
OR After new item has been opened
OR After existing item has been opened
where Category (*) equals Complaint
A (Limit field value range) Impact equals High (Department affected);Top (Site / Organization affected);
2) When a value has changed
OR After existing item has been opened
where Category (*) equals Incident
B (Limit field value range) Impact equals Low (1 person affected);Medium (Group / Unit affected);High (Department affected);
3) When a value has changed
OR After existing item has been opened
where NOT (Category (*) equals ComplaintORIncident)
C (Limit field value range) Impact equals None;
4. Exit the client and relogin.
5. Go to
Shortcut > Service Desk > Service call
6. Create a new service call. The "Category" is "Incident", and choose "Impact" as "Low". Then change "Category" to "Complaint", and try to choose "Impact".
7. An error message pops up:
You are not allowed to view this impact or this may have been deleted by another user.
Notes:
No such error appears in VJ client.
The attachment is the WebEx record from the customer.
ITSM009728 | Client 2008: Navigation bar displays unauthorized view
| Client2008 > Navigation bar When a user doesn't have permission to access any view of an item, a view will still display for it in Navigation bar. How to reproduce: 1. Administrator console>Security>Access>Role Create a role with the following settings for Organization:
- Check only View
- Don't assign any Organization views
2. Administrator console>Security>Access>Account
Assign an account to that role.
3. Log on to Service Desk with that account.
4. Go Shortcut Bar, the Organization icon is not visible, which is normal since this user has no Organization views available.
5. Go Navigation bar, the Organization tab is visible, which doesn't make sense. Furthermore, one view is displayed to show the data.
ITSM009736 | Client 2008: The logon window appears maximized in Citrix environment
| Client 2008: The logon window appears maximized in some Citrix client environment In some customer's Citrix client, the logon window is maximized. Client 2008 > Logon window How to reproduce: Note: It can be reproduced in a standard client without Citrix environment.
1. Client 2008 > Administrator console > System panel > General settings, check "Display Logon Screen On Startup".
2. Create a shortcut for the Client 2008 in your desktop, then right click on the shortcut, select Properties and go to the Shortcut tab, then in Run select Maximized.
3. Double click the icon, then the Logon window will be maximized.
ITSM009737 | Client 2008 - Finish should not be the default button in Checklist wizard
| Client 2008 > Service Desk > Service call > Actions > Checklist Wizard Finish should not be the default button in Checklist wizard. How to reproduce: 1. Logon Client2008. 2. Go to
Service Desk > Service call
3. Open a new Service call form.
4. Choose from menu on the form
Actions > Checklist wizard
5. First select the desired checklist, then pressing the enter key to go to the first question in that checklist the wizard is closed prematurely, and control is returned to the new Service call form.
ITSM009738 | ORA-00001 error on table rep_sessions seen in logserver.txt
| If you have multiple server instances running in parallel, then occasionally you will see the ORA-00001 error on the table rep_sessions in the logserver.txt. <Data Access> JDBC error 1: ORA-00001: unique constraint (SERVICEDESKREPO.SES_PK) violated
, SQL state: 23000 for query: INSERT INTO rep_sessions
( ses_oid
,ses_markedforremoval
,ses_svi_oid
,ses_client_ipport
,ses_server_ipport
,ses_client_ipaddress
,ses_isconcurrent
,ses_threadname
,ses_server_ipaddress
,ses_acc_oid
,ses_created
,ses_lockseq
) VALUES ( ?
,?
,?
,?
,?
,?
,1
,?
,?
,?
,TO_DATE(?,'YYYY/MM/DD HH24:MI:SS')
,?)
ITSM009745 | lockseq field is audited in historylines
| Administrator console > Security > Audit > Audit rules > Service call > Service Desk > Service call > History How to reproduce: 1. Login the client. 2. Go to Administrator console > Security > Audit > Audit rules > Service call
3. Check the item "Subcontract call, Subcontract call from servicecall". Click "OK".
4. Go to
Service Desk > Service call > History
5. Open a service call. Modify some fields, e.g. "Description". Save but do not close the form.
6. Go to the "History" tab. There is an unnecessary record "Lock seq from xxx to xxx".
7. Repeat step 5 and 6, more records about "Lock seq" will display.
Notes:
This issue happens on both original client and Client 2008.
ITSM009759 | Client 2008 - Drag and drop of CIs in Work Orders not posible anymore
| Client 2008 > Short Cut Bar > Work order Drag and drop is not available for CIs in Work Orders in Client 2008. How to reproduce: 1. Login to the client 2008 with a demo DB environment, and create a Work Order using the All fields form. 2. Go to the CIs /Outage tab of the form.
3. Select the shortcut for configuration Items, and select a View.
4. Select several items in the View and try to drag the items and drop them in the CIs/Outage tab of the Work order.
Nothing happens here but in legacy client such 'drag and drop' operation is supported.
ITSM009760 | JDBC error reported when saving a value >= 1.0E7 in Price/Cost field
| SD Client > Short Cut Bar > Configuration Item JDBC error 8114 is reported when saving a value >= 1.0E7 in Price/Cost field. How to reproduce: 1. Open a Configuration Item. 2. Go to Financial tab.
3. Input 10,000,000 in Price field.
4. Save the Configuration Item.
JDBC error 8114 is reported.
Notes:
1. This problem occurs only if the database is MS SQL Server.
2. This problem also affects Planned Cost/Actual Cost fields in Service Call, Problem, etc.
3. The maximum value supported in Price/Planned Cost/Actual Cost fields is 9,999,999,999.99. JDBC error 8115 (MS SQL Server) or JDBC error 1438 (Oracle) will be reported if the value inputted exceeds the maximum value. This error is confirmed as a known error.

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Defect Report | Description
SP30: |
ITSM009645 | Client 2008: Entry to create Service Desk item
| Client 2008 > Administrator Console > Data > Custom Fields There's an entry to create Service Desk item. How to reproduce: Administrator Console > Data > Custom Fields, create a custom field, in "Item" field, you can choose option "New" to create a new item. In vj client, the dropdown options list is not provided on the dialog.
ITSM009756 | Client 2008: The most used search files are not list in File menu
| The most used search files are not list in File menu. How to reproduce: 1. Client > Service call, open "Advanced Find" form 2. Input some criterias then save the search from menu: File > Save Search, save it to a File "Service call.afq". Click "Find now" to search. Close "Advanced Find" form.
3. Reopen the "Advanced Find" form, go menu: File, the "Service call.afq" is not list under it. In regular (vj) client, the 4 most used afq files can be list under File.
ITSM009761 | Client2008: DateFields can not be selected when using 2 monitors
| DateFields can not be selected when using 2 monitors How to reproduce: 1. Configure 2 monitors, the main monitor is 1280*1024, the second is 1024*768 2. Create a date custom field for Service call 3. Place the field at the very bottom of the form for Service call with all fields
4. Open a record with that form
5. Move the form to the second monitor and maximize the form
6. Try to select a date for the field at the bottom of the form. Only the upper part of the calendar is displayed. You have no way to select a date from the section that is not displayed, and there is no way to display it or to scroll down the calendar
ITSM009765 | Locally added views are not are sorted in an alphabetical order
| SD Client > Menu View > Current View > Define Views System views are sorted in an alphabetical order, views locally added aren't sorted with the other views but they are sorted by creation date. How to reproduce: 1. Create a new Service Call view, for example "A New View".
2. Open again above Service Calls views list.
3. Only system views are sorted in alphabetical order, local views are added to the end of the list and sorted by creation date.
ITSM009771 | Client 2008: Make the error message friendly when no more GUI resources
| Make the error message friendly when there no more GUI resource handles. Client 2008 > Form When you open too much forms, the limit of GUI resource handles will be reached. Then an error dialog will pop up with message "No more handle". The error message needs to be more meaningful and friendly to the user.
ITSM009772 | Client 2008 - Notification when editing (ITSM008741) does not work correctly
| Client 2008 > Administrator Console >System Panel > General Settings > Application > User Notification Message How to reproduce 1. Logon Client 2008 with system authority on machine A. 2. Go to Administrator Console >System Panel > General Settings
3. On the "Application" tab, check the item "Notify When item Is Currently Edited By Another User", and select one item for the "Detail".
4. Go to
Shortcut > Service Desk > Service call
5. Open one service call, and then modify the content of a field, e.g. the "Description". Keep the focus on the field.
6. On another machine B, launch a legacy client which should connect to the same server.
7. On machine B, open the same service call item.
Expected result:
A message dialog pops up to inform the user that another user is editing this item.
Actual result:
The form of this service call pops up directly, and no warning messages.
ITSM009775 | Duration field is displayed by days in mail sent through DB Rules
| Duration field is displayed by days(numeric) in mail sent through DB Rules,while sent as system notification mails, it displayed as Hours. How to reproduce: 1. Create a DB Rule for service call, add a send mail action, and send a mail containing Actual Duration field in it's body to yourself.
2. Open a service call set Actual Duration=3 hours, then trigger the DB Rule, a mail will send out to you.
3. Check the mail body, the Actual Duration is displayed by days as "0.125" which is obscure to users.
Note: When you select the checkbox of "Options->Advanced->Send me mail when items are assigned to me", then create a service call and assigned to current user, Actual Duration in the notification mail can be displayed by hours.
ITSM009778 | The service cannot be saved.
| Shortcut Bar > Service The service cannot be saved after using 'Drag and drop' to relate the service itseft to 'Underpinned By' tab. How to reproduce: 1. Login to SD client with demo database, select Service from the shortcut bar. 2. Open the service 'Server'.
3. Go to 'Underpinned By' tab.
4. Drag and drop the service 'Server' itseft to 'Underpinned By' tab.
5. An error message with 'This service cannot be related to itself'.
6. Click 'Save and Close'.
Expected result: The service can be saved without any error.
Actual result: The service cannot be saved, and the same error message as it in step 5 is displayed.
ITSM009779 | JRE/JDK 6.0 is supported from Service Pack 30
| From SP30, Service Desk starts to support Java Runtime Environment(JRE) 6.0 and Java Development Kit(JDK) 6.0. Service Desk 4.5 will only support JRE/JDK 6.0 starting with Service Pack 31. With this Service Pack version JRE/JDK 5.0 will no longer be supported. JRE/JDK 5.0 will still be supported for earlier Service Pack versions.
Service Desk 4.5 SP 30 has been tested with JRE/JDK 6.0 update13 (JRE/JDK1.6.0_13), it is recommended to use this java version. For HP-UX, it is recommend to use JRE/JDK 6.0.03.
ITSM009782 | Nullpointer exception when assign to workgroup is set
| When Planned Start and Planned Duration are filled but Planned Finish is empty, there is nullpointer exception if the Assign To Workgroup is set. It happens on a few special service call on a certain environment. How to reproduce: 1. In service call, fill Planned Start and Planned Duration but keep Planned Finish empty. (Generally the Planned Finish is filled automatically once the other two fields are filled)
2. Set Assign To Workgoup to any existing workgroup and then nullpointerexception happens.
ITSM009783 | Duplicate fields in template
| Admin Console > Data > Templates > Service call How to reproduce: 1. Create a new service call template without any template values. 2. Open 2 SD clients 3. Each client opens the created template
4. One client set the field "Actual Cost" to value 1, and the other set to 2
5. Save the modification
6. Reopen the template, the field "Actual Cost" is duplicated
ITSM009796 | Client 2008: an exception when refreshing 'approval tasks for current person'
| Client 2008 > Service today an exception when refreshing 'approval tasks for current person' view How to reproduce: 1. use system account login, create a change with approval, put system user in approver, and active approval. 2. go to service today, select 'approval tasks for current person' view.
3. press F5', then the exception will throw.

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Defect Report | Description
SP31: |
ITSM009780 | support of Service Desk 4.5 on HPUX 11.31
| Service Desk 4.5 on HP-UX B.11.31 Itanium is officially supported since service pack 31. NOTE: 1. Please manually copy <installation package>\doc\support license\ia64-HP-UX-B.11.23\libJOvKey3License.so to /opt/OV/sd/server/lib 2. Change access permissions: chmod 744 /opt/OV/sd/server/lib/libJOvKey3License.so
ITSM009784 | Nullpoint exception when create a smart action in ui rule
| when creating a smart action in ui rule wizard, an nullpoint exception occurred how to reproduce: 1. SD Client > Administrator Console > UI rule > Service call, create a UI rule 2. In the action panel, select to add a smart action. In the smart action list panel, new a smart action.
3. Click "Field" drop down button, an nullpoint exception will pops up
ITSM009787 | Client 2008: sd_dataform.bat not working correctly on terminalserver
| Client 2008: sd_dataform.bat not working correctly on terminalserver SD Client 2008 -> UI Rule > sd_dataform The ui-rule which calls a Smart Action to trigger an application that calls sd_dataform.bat, doesn't work correctly with Client 2008 on terminal server.
How to reproduce:
1) Service Desk Client 2008 > Administrator console > Business logic > Actions > Smart action > Service call, create a smart action with application "Service Desk Form" which invoke sd_dataform.bat.
2) Administrator console > Business logic > UI Rules > Service call, create a UI rule with a Smart action created above.
3) Make sure no other users is logged in, then log in to the terminal server with user1, and log in to Client 2008 with the same user.
4) Log in to terminal server with user2 (with user1 still logged in), and log in to Client 2008 with the same user.
5) For User 2, open a service call, do some operations to triggers the UI rule created above. But the new form is opened in first user’s session.
And it can be reproduced in a single machine too:
1) Log in the Client 2008 with user1.
2) Log in the Client 2008 with user2.
3) For User 2, open a service call, do some operations to triggers the UI rule. Then a new form is opened.
4) But the new form is in the first user's session. If user1 logs out, the new form will be closed.
ITSM009790 | To Deadline calculated wrong in Views with Local Time while in form uses SLA TZ
| To deadline is calculated using client time zone but not SLA time zone. How to reproduce: 1. Create a person with time zone European Eastern Time. 2. Create a organization with time zone European Eastern Time. 3. Create a SLA and set the organization and person as receiver.
4. Add a Service Call View with Field "To Deadline".
5. Assume now is Monday 12:50 London Time. Create a service call and set the caller, organization, service and set Impact/Priority High.
6. In the view, Deadline is Tuesday 08:50 London Time and To deadline 4 Hours. After refreshing, To deadline is changed automatically and it will continue to count down Until 15:00 London time.
ITSM009792 | Setting duration field to 1 minute generates JDBC error 8114
| Client>item>duration field How to reproduce: use sql server db to do test 1. open a form of any SD item (SC, incident, Workorder,..) 2. set any duration field (actual, planned,Max,...) to 1 minute
3. save this item, and the error: " JDBC error 8114: [xxxx]Error converting data type
nvarchar to float." will display and the item can not be saved.
ITSM009793 | To deadline is empty in SC View if SLA field is included in the View
| SD Client > Shortcuts > Service Desk > Service call To deadline is empty in SC View if SLA field is included in the View. How to reproduce: 1. Create a simple Service call view: with at least the field "SLA name" and "To deadline". 2. Open and refresh the view. You will see that:
- For records where the "SLA name" field is empty, the "To deadline" field is filled with the right data.
- For records where the "SLA name" field is filled, the "To deadline" field is empty.
3. Open a Service call and change something (for example an extra character in the description) and save.
- After saving, the "To deadline" is shown for this specific call.
4. Refresh the view after step 4 and you"ll see the "To deadline" field is empty again.
5. When the field "SLA name" is deleted from the view the "To deadline" is filled correctly.
ITSM009798 | An ftp error occurs when there are mulptiple inbound mail sessions
| How to reproduce: 1. Set inbound email correctly. 2. Send multiple inbound emails with attachment to service desk 3. An FtpException may be thrown and the attachment maybe not saved.
ITSM009799 | Value of "Calls with Outage" parameter in SLA report is not consistent
| SD Client > Shortcuts > SLA The value of "Calls with Outage" parameter in SLA report can be different depending on the "Evaluation End Date". It counts sometimes only for one day the last day of the evaluation period, and not the whole period. This behaviour is NOT consistent with the changes introduced in ITSM009675, neither with the previous behaviour, as there can be changes even when the modification to the Evaluation End Date is just the time from 23:59 in one day to later in the next day. The Service Level considers 24 x 7 support hours and there are anyway no weekend days in the run and the result changes from 0 to count the Calls with outage.
How to reproduce:
1. In a demo DB, create a new service – Service 1, with Service Type Operations Management. Make sure that the support hours of the Workgroup are also 24 x 7. Set the TZ of the Managed CI, Workgroup, Primary Time Zone and client to be ECT. Select Service Level Gold.
2. Create SLA1. Select the Time zone of the Provider Organization and make sure the Organization has Time Zone ECT.
3. Define a Metric of type availability, to include Incidents only, Failure Impact Code High, Minimum Availability 99.9% of Service Hours. Recurrence Weekly, every week on Monday on 12:15:00.
4. Select the option “Actual Start Used As Unavailable Start In Availability Report” in the General Settings of the System Panel.
5. Create two incidents. For the first one select Impact and Priority High. In tests: Creation date: 27/04/09 18:39. Actual Start set to 27/04/09 18:40. Actual Finish. 27/04/09 19:40 For the second incident select Impact and Priority Top. In tests: Creation date: 27/04/09 18:40. Actual Start set to 27/04/09 18:42. Actual Finish. 28/04/09 19:08.
6. Select to Pre-run the report.
The results are not consistent with what ITSM009675 indicates when the "Evaluation End Date" is later enough.
Testing with a SL that is not 24 x 7 results are more often correct but there are also some inconsistencies.
ITSM009800 | The monthly recurrence of SLA is always 1 month.
| SLA > Service Level Agreement > Metrics tab > Recurrence When the recurrence of SLA is set to monthly and more than 1 months, the actual occurrence is only 1 month. How to reproduce: 1. SLA > Service Level Agreement, open an existing SLA or create a new SLA.
2. In the Metrics tab, add a new Metrics and open the Recurrence dialog.
3. Assume now is May 13, 2009. Set the Range of Recurrence starts from March 1, 2009. Set the Recurrence Pattern to Monthly, 00:00:00, day 1 of every 3 months.
4. The Previous Occurrence is 01/05/09 00:00 and the Next Occurrence is 01/06/09 00:00. There is only 1 month.
5. After the metrics is running, the report only includes the records for the latest month.
ITSM009803 | Client 2008 supports JRE/JDK 6.0 from Service Pack 31
| From SP31, Client 2008 starts to support Java Runtime Environment (JRE) 6.0 and Java Development Kit (JDK) 6.0. Client 2008 will only support JRE/JDK 6.0 starting with Service Pack 32. With this Service Pack version JRE/JDK 5.0 will no longer be supported. JRE/JDK 5.0 will still be supported for earlier Service Pack versions.
Client 2008 SP 31 has been tested with JRE/JDK 6.0 update13 (JRE/JDK1.6.0_13), it is recommended to use this java version. For HP-UX, it is recommend to use JRE/JDK 6.0.03.
To switch to JRE/JDK 6.0, please follow these steps:
1. Modify the INI files (servicedesk.ini, updatetool.ini and clientsettings.ini) in <Client2008 Home> directory, and insert the following 2 lines at the beginning of each INI file
-vm
<path to JRE/JDK6>\bin\javaw
2. Modify all the BAT files excluding 3 files (addentry.bat, sd_exchange.bat and sdnm.bat) in <Client2008 Home>\bin directory, and change "jre/bin/java" in the last line to "<path to JRE/JDK6>\bin\java".

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Defect Report | Description
SP32: |
ITSM009389 | Wrong values for numeric fields in templates when decimal symbol is a comma
| Entering values for numeric fields with decimals in templates results in wrong values if the decimal symbol is a comma and the grouping symbol is a point as it is the used in Western Europe. The problem does not occur if the decimal symbol is a point, instead of a comma.
Tools > Options > Number formats tab
Tools > System >Data > Custom Fields
Tools > System >Data > Templates > e.g. Service call
How to reproduce:
1. Tools > Options > Number formats tab, set comma "," as Decimal symbol and point "." as Grouping symbol.
2. Tools > System >Data > Custom Fields, Create a custom field (test1 for example) for Service call of type Float (Double will show same behaviour)
3. Tools > System >Data > Templates > Service call, open a service call template.
4. Set values for the numeric field "test1". The value is shown incorrectly.
5. Save the modification of the template and reopen it. The value is still wrong.
6. Example: 5,2 is seen as 52,00 and 52 is seen as 520,00.
7. The issue also occurs in CI Planned Value dialog in Work order form.
ITSM009573 | Update CMDB message isn't shown when saving Work order via Change on Client 2008
| Administrator console > Presentation > Forms > Work order SD Client 2008 > Shortcuts > Change Update CMDB message is not shown when saving Work Order through Change form. How to reproduce: 1. Logon as system account
2. Go to Shortcuts > Change
Create a new Change
Save this change
3. Create a new work order for the new created change
Relate a Configuration Item for this work order
Set a new planed value for this related Configuration Item
Set "Upd. CMDB status" to Ready
Set work order status to Ready
Save and close this work order
4. Save and close the change
Note: Service Desk 4.5 MsJvm Client has the same issue when Form Cache is disabled.
ITSM009676 | The custom field is not read only when opened as a related item
| Admin Console > Business Logic > UI Rule Admin Console > Data > Custom Fields SD Client > Shortcuts > Incident SD Client > Shortcuts > Problem Open a related item, a UI rule with an action to update the custom field is triggered when the related item is opened, the custom field in the realted item's form will turn to be writable when it should be read only.
How to reproduce:
1. Admin Console > Data > Custom Fields
- Activate a custom field for Problem. E.g. a string 255 text field: Pro. Text 1.
2. Admin Console > Forms > Problem
- Place the custom field on the Problem default form.
3. Admin Console > Business Logic > UI Rule > Problem
- Create a UI-rule as below:
.....
After existing item has been opened
test (Update Data) Pro. Text 1 set to "any text"; Solution set to "any text"
.....
4. Admin Console > Security > Access > Role
- Create a role "test"
-- Set rights View,New,Modify on Incident.
-- Set rights View,New on Problem. (Note: No rights to modify)
5. Admin Console > Security > Access > Application Account
- Assign role "test" to the test user.
6. Create a new incident and relate a problem to it, save it.
7. Close the client then login by the test user.
8. Open the created incident, open the related problem record from Relations Tab.
Actual result: The UI Rule is triggered but the custom field is NOT readonly.
Expected result: The UI Rule is triggered and all fields in problem form are readonly.
Note: when open the prolem directly (from problem's view), the result is correct.
ITSM009764 | Client 2008 - In the window 'Open' the focus jumps to quick search button
| Client 2008 -> Menu File -> Open In the window "Open" the focus jumps from the select edit box to the "quick search" button. This behavior is quite different from the legacy client and is causing confusion among the users. How to reproduce: 1. In Client 2008, start the open Window by pressing Ctrl+O or by selecting from the Menu File --> Open.
2. The focus jumps to the selected item in the view. Type there an existing item ID number. For example 120 in Service Calls in the demo DB.
3. Press enter, you will see that the focus jumps to the Quick View Button. If you press enter again, the Quick View Window opens and it seems that the item given in 2 (120) is selected, but pressing enter will not open the item, you have to select it and then press OK to open. This behavior is different in the legacy Client.
4. Repeat steps 1 and 2 in the legacy client. After the first enter the focus jumps to the open button and pressing enter again will open the item.
ITSM009786 | Selecting Caller in new SC using Keyboard causes Java error
| VJ client: when using keyboard to select a row in quick find dialog, UnsatisfiedLinkError will pop up. How to reproduce: 1) Open a new SC, select Caller, input a initial letter then click TAB 2) In the quick find dialog, press RETURN (ENTER) key directly to select the default person.
Error pops up: java.lang.UnsatisfiedLinkError
25/02/2009 15:12:20 <Trace> java.lang.UnsatisfiedLinkError
at com/hp/ifc/ui/grid/_GridEX.getSortKeys (_GridEX.java)
at com/hp/ifc/ui/grid/GridEX/GridEX.getSortKeys (GridEX.java)
at com/hp/ifc/ui/AppGridView.moveTo (AppGridView.java)
at com/hp/ifc/ui/AppQuickFind.timerExpired (AppQuickFind.java)
at com/ms/wfc/core/EventHandler.invoke (EventHandler.java)
at com/ms/wfc/app/Timer.onTimer (Timer.java)
at com/ms/wfc/app/Timer$TimerProc.callback (Timer.java)
at com/ms/wfc/win32/Windows.DispatchMessage (Windows.java)
at com/ms/wfc/app/Application$ThreadContext.runMessageLoop (Application.java)
at com/ms/wfc/app/Application.run (Application.java)
at com/hp/ifc/ui/AppConsole.main (AppConsole.java)
It's introduced in sp27.
ITSM009791 | View gives AdoException if SuJue in Person's Last Name field
| Windows > Control Panel > Regional and Language Options SD Client shortcut > Organization > Person How to reproduce: 1. Change "Standards and formats" to Chinese (Taiwan) 2. Change Location to Taiwan
3. Change Language for non-Unicode programs to Chinese (Taiwan)
4. Create a new person with template "Default Person" and the flowing fields' values:
Name: SUJUERU01
Search code: SUJUERU01
"Full name" > Last name: ??01
5. Select or refresh view "All Persons (Table)", an AdoException is thrown and the view can not be displayed.
ITSM009801 | CI Structure (Explorer) View Hangs on the Client Running on Vista
| SD Client > Short Cut Bar > Configuration Item CI Structure (Explorer) view hangs on the client running on Vista when the height of base view or any leaf is too small. How to reproduce: (On Vista and with demo database) 1. Change the view to 'CI Structure (Explorer)'.
2. Choose 'View -> Current View -> Customize Current View...' from the menu bar.
3. Click on 'Other...', add 5 'Leaves', click on 'OK' twice to close the dialog.
4. Note that the height of leaves are very small.
5. Click on any item from the left side.
The client hangs.
ITSM009808 | sd_archive from command line does not produce the local name correctly
| Admin Console > System panel > Regional Settings > Language Admin Console > Presentation > Localized Text > Label Text > German (Germany) > Description Admin Console > Presentation > Views > Service call Admin Console > Security > Access > Application Account
How to reproduce:
1.Add a new language "German (Germany)"
2.Restart client
3.Change the label item "Description" in German (Germany) to "Description_German"
4.Create a new table view for service call with name "Test1View" and shown fields: ID, Description German and Status.
5.Open application account "system" and change its default language to "German (Germany)"
6.Run command from "<Server Home>\bin" directory
sd_archive Test1View -usr=system -pwd=servicedesk -srv=localhost -loc=Archive
7.In the generated archive xml file, the field's local name of Description is not localized.
ITSM009811 | Mkoutage without -lock parameter sometimes raises NullPointerException
| How to reproduce: 1. Create a work order, suppose ID is 851 2. In CI/Outage tab of the work order form, relate a Configration Item and open it by double click 3. DO NOT select the 'Ci Affected By Outage' checkbox, then save the work order 4. In OVOU server with SD-OVO integration installed, execute "mkoutage -wo:851"
5. In mkoutage.log, there is java.lang.NullPointerException logged
Note: This problem is introduced from Service Pack 23.
ITSM009815 | ACES export/import category fails
| Admin Console > Data > Codes > Incident > Incident Category Admin Console > Data > Custom Fields Admin Console > Data > ACES > ACES View Admin Console > Data > ACES > ACES Group Admin Console > Menu > ACES > ACES Export Wizard
Admin Console > Menu > ACES > ACES Import Wizard
How to reproduce:
1. Prepare 2 SD demo environment.
2. On the first environment
2.1 Create a new Incident Category: name T001 without parent and icon.
2.2 Create a new Incident Custom Field
Item: Incident
Field Key: T001
Validation Type: String 40 (Short Text)
2.3 Reopen the created custom field, Activate it for Category T001
2.4 Create a ACES View, with values
Name: View01
Item: Incident Category
2.5 Create a ACES Group "Group01" and relate the ACES View "View01"
2.6 Open ACES Export wizard, and export ACES Group "Group01"
3. On the second environment
3.1 Open ACES Import wizard, and import the xml file created in step 2.6
3.2 The category does not imported with a warning
ITSM009816 | Client 2008 - Generic Relation Type can be selected for ACES
| Client 2008 > Admin Console > Data > ACES View How to reproduce: 1. Create a new ACES view 2. In Item, select the Admin Console > Data > Codes > General, both options "Generic Relation Type" and "Generic Relation Group Type" are listed
ITSM009819 | UI rule is firing eventhough the change id or change field is not being changed
| UI rule is firing eventhough the change id or change field is not being changed on the work order. How to reproduce: 1. Create the following Work Order UI rule: When a value has changed where Change;ID (*) is anything User Notification message (Informational: text=Change ID has been updated)
or
2. Create the following Work Order UI rule:
When a value has changed where Change(*) is anything
User Notification message (Informational: text=Change ID has been updated)
3. Create an Change.
4. From the Work Order tab, create a Work Order
5. Save the Work Order
6. Save the Change
7. Open the Change
8. From the Work Order tab, open the Work Order
9. Change the description
10. Save and Close the Work Order
11. Open the Work Order again. The rule you just created will execute eventhough you did not update the Change ID or Change field. This rule should not execute at this time.

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Defect Report | Description
SP33: |
ITSM009806 | Client2008: Cannot establish a relation using sd_dataform command
| How to reproduce: 1. Start client 2008 2. Open a DOS command window form client 2008 bin folder. 3. Run the command sd_dataform "Service call" -ForceNew +"Relations.Relation type=Caused by" +"Relations.Incident.ID=237"
4. A new "New - Service call" form is pops up as well as the "New - Service event relation" dialog
5. The "New Service event relation" dialog isn't filled with the parameters in step 3. And the window cannot be saved even if fill the window manually.
ITSM009807 | Client 2008: Work Order Status Code Ordering set to 0 causes error
| Shortcuts > Work Order When using aggregation functions (group by, sort by) in Service Desk Views, the customer gets a Java.Lang.String error. When using Sort By, nothing happens. When using Group By, the View becomes blank and only appears again if the View is modified and the code field taken out of the View and the Group By setting.
How to reproduce:
1. Use Data Exchange to make at least one Work Order status code have 0 as ordering number.
2. Create Work Order view that uses aggregation functions (group by, sort by) involving the Status field.
3. Click on the Status column header to change sort order.
4. Error pops up with message "Java.Lang.String".
ITSM009818 | Client2008: Error when creating subcontract call if Subcontract calls is audited
| Admin. Console > Security > Audit > Audit rules > Service call/Incident Client 2008 > Shortcuts > Service call/Incident In Client 2008, 'com.hp.itsm.common.cl.WFSubcontractRelation' error pops up when the new form for subcontract call is opened by using the action 'Create subcontract call', and 'Subcontract calls' is selected for auditing. The error does not occur in VJ Client, but if 'Subcontract calls' auditing rule is selected, there is no history line logged in the source call (service call or incident) indicating that a subcontract call has been created. Thus, it makes no sense to have this option if it does nothing and it gives that error in Client 2008, or it should log a history line in the source call and the error be corrected.
How to reproduce:
1. Select audit rules 'Subcontract calls' and 'Subcontract call, Subcontract call from servicecall' for Service call
2. Create or open a service call with a form containing 'Subcontract call from' field, for example 'Service Call (All Fields)'
3. From Actions menu, select and click 'Create subcontract service call' menu item
4. New form for subcontract service call opens, with error message 'com.hp.itsm.common.cl.WFSubcontractRelation' pops up.
5. The error also occurs if select audit rules 'Subcontract call, Subcontract call from incident' for Service call and 'Subcontract calls' for Incident, and you then try to create a subcontract call from an Incident.
ITSM009821 | Support of Service Desk 4.5 integrated with OVOU 8.3 on HP-UX Itanium
| Integration of OVOU 8.3 on HP-UX Itanium and Service Desk 4.5 is officially supported since Service Desk 4.5 service pack 33.
ITSM009823 | Currency fields are not enforcing min/max values
| Admin Console > Data > Custom Fields Admin Console > Presentation > Forms > Problem How to reproduce: 1. Create a new custom field with values: Item: Problem
Field key: value1
Name: value1
Validation type: Currency
Display format: $12,346
Min value: 10
Max value: 100
Activate: yes
All Categories: yes
2. Add the new currency field to default problem form
3. Open a problem, and set the new field's value to 1
4. Save the problem, the problem can be saved
5. Open a problem, and set the new field's value to 200
6. Save the problem, the problem can be saved
7. Open a problem and type 9999999999999 into the value field
8. Save the problem, An JDBC error throws
ITSM009824 | Error in Convert String 64k (Memo) to CLOB when the oracle user is set to DBA
| There are two service desk db users in one Oracle instance. One user has the DBA role and it has converted String 64k (Memo) to CLOB. When upgrade the service desk db of the user, there is an error about converting to CLOB. How to reproduce: 1. Use Database configuration wizard to create a service desk db in Oracle and convert String 64k (Memo) to CLOB. The db user is user1.
2. Use Database configuration wizard to create a service desk db in the same Oracle instance and do NOT convert String 64k (Memo) to CLOB. The db user is user2.
3. In Oracle, grant DBA role to user1.
4. Using higher version SP to upgrade service desk db of user1 and String 64k (Memo) is set to be converted to CLOB by default. Then there is an error: Invalid modification of columns

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Defect Report | Description
SP34: |
ITSM009774 | When hidden fields are set as required fields they not remain hidden.
| Administrator Console > Data > Custom Fields > Configuration Item Administrator Console > Presentation > Forms > Configuration Item Administrator Console > Security > Access > Application Account Administrator Console > Security > Access > Role
Administrator Console > Security > Prevention > Required fields > Configuration Item
SD Client > Shortcut Bar > Workorder
Hidden fields are visible on 'Ci on Workorder With Outage Info' form when they are set as required fields.
How to reproduce:
1. Administrator Console > Data > Custom Fields > Configuration Item
- Create a Custom Field with the following configurations:
Item: Configuration Item
Field Key: Test_Field
Name: Test_Field
Validation Type: String 255 (Description)
Display format: Text
Activate: On
All Categories: On
2. Administrator Console > Presentation > Forms > Configuration Item
- Copy 'Configuration Item' form to a new form and rename to 'Test Form'.
- Add a new page named 'Test' to 'Test Form'.
- Add 'Test_Field' to 'Test' Page.
3. Administrator Console > Security > Access > Application Account
- Create two accounts with Login name as creator, viewer respectly.
4. Administrator Console > Security > Acess > Role
- Create a 'Creator' Role with the following configurations:
Name: Creator
Accounts: creator
Item > Configuration Item: View, New, Modify
Item > Configuration Item > Advanced... > Forms: Test Form
Item > Configuration Item > Advanced... > Views: Relate all available views
Item > Workorder: View, New, Modify
Item > Workorder > Advanced... > Forms: Relate all available forms
Item > Workorder > Advanced... > Views: Relate all available views
- Create a 'Viewer' Role with the following configurations:
Name: Viewer
Accounts: viewer
Item > Configuration Item: View
Item > Configuration Item > Advanced... > Fields: Set 'Test_Filed' to Hide
Item > Configuration Item > Advanced... > Forms: Test Form
Item > Configuration Item > Advanced... > Views: Relate all available views
Item > Workorder: View
Item > Workorder > Advanced... > Forms: Relate all available forms
Item > Workorder > Advanced... > Views: Relate all available views
5. Administrator Console > Security > Prevention > Required fields > Configuration Item
- Set 'Test_Field' to Always required.
6. SD Client > Shortcut Bar > Workorder
- Login SD Client as 'creator'.
- Create a workorder named 'Test Workorder' and Fill in all required fields.
- CIs / Outage > Add: Fill in all required fields, including 'Test Field'.
- Save the workorder.
7. SD Client > Shortcut Bar > Workorder
- Login SD Client as 'viewer'.
- Open 'Test Workorder'.
- CIs / Outage > View: The field 'Test Field' and its planned value are visible.
Expected: The field 'Test Field' and its planned value are hidden.
ITSM009781 | Client2008: Can't customize current view
| The "Customize Current View" menu item is grayed out when user has permissions. How to reproduce: 1. Run sd with demo DB, logon by system account 2. Modify role "Helpdesk", select "Service call" > "Customization" tab, check "Define/Customize Views Allowed", uncheck "Customize System Views Allowed".
3. Create an account and relate it to role "Helpdesk".
4. Logon by the account created in step3, go Service Call, View > Current View > Define Views, create a local view then apply it
5. View > Current View, the "Customize Current View" is grayed out. You can just customize the view from right click menu or clicking view header.
ITSM009802 | Error happens when view in quick find is not sorted
| Service Desk > Service call > Caller > Quick Find button When the view in quick find is not sorted and input some letters in the "Look for" input text, an error happens. How to reproduce: 1. Service Desk > Service call, create a new service call.
2. Click the quick find button of Caller to open quick find dialog.
3. Select the view "Internal People (Table)". Right click in empty area of the view and select "Customize Current View" and set nothing to sort and filter.
4. Input some letters in the input text "Look for" and then the error happens:
com.ms.com.ComFailException: Invalid procedure call or argument
ITSM009820 | Custom CI codes values can be removed even if they are used in other items
| How to reproduce: 1. Go to custom fields --> Configuration item --> entity reference 2. Select a custom code field that has a high number - for example CI Code 46, name it testcode46 and enable it for all categories 3. Add values to the code. For example: Manual, E-Books, CBT, DVD
4. Add the field to a form
5. Open a new CI and select a value for the code created in step 2. For example DVD
6. In an existing CI add a value for the testcode46. For example Manuals
7. Go to the admin console --> Data --> Codes --> Configuration Item --> testcode46 and delete the values DVD and Manuals.
It will allow you to delete with no message at all, and the values will also be deleted from the CI records where it was used.
This does not happen if you choose CI code 1 for example or any of the lower numbered codes.
ITSM009826 | Oracle11g Support
| Enhancement request details > Provide support for Oracle 11g Describe a scenario when the situation occurs > It is not possible to take advantage of new features in Oracle 11 because SD does not support this version Describe any workarounds used today
> n/a
Describe what is unacceptable about the current situation
> To be dependent on SD
Describe required functionality for expected behaviour
> Support of Oracle 11g
ITSM009831 | An ArrayIndexOutOfBoundsException is thrown from AppRecordsetJDBC.convertJDBCset
| An ArrayIndexOutOfBoundsException is thrown from AppRecordsetJDBC.convertJDBCset under heavy load. The exception can be found in the server log like this Sat, 26/09/2009 07:34:06 <Trace> Data Accessjava.lang.ArrayIndexOutOfBoundsException: -1289
at sun.util.calendar.BaseCalendar.getCalendarDateFromFixedDate(Unknown Source)
at java.util.GregorianCalendar.computeFields(Unknown Source)
at java.util.GregorianCalendar.computeTime(Unknown Source)
at java.util.Calendar.updateTime(Unknown Source)
at java.util.Calendar.getTimeInMillis(Unknown Source)
at java.util.Calendar.getTime(Unknown Source)
at com.inet.tds.h.a(Unknown Source)
at com.inet.tds.x.getTimestamp(Unknown Source)
at com.inet.pool.t.getTimestamp(Unknown Source)
at com.hp.ifc.util.marshal.recordset.AppRecordsetJDBC.convertJDBCset(Unknown Source)
at com.hp.ifc.da.AppQueryManager.executeQuery(Unknown Source)
at com.hp.ifc.da.AppQueryManager.executeQuery(Unknown Source)
at com.hp.ifc.da.AppQueryManager.execute(Unknown Source)

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