• Additional recommendation for upgrading Service Desk or Asset Manager from 2016.x to 2018.1

    This document contains a recommendation for those who are planning to upgrade from v2016.x to Service Desk or Asset Manager v2018.x. This can be considered as a supplementary to the following product documentation: h...
    firuz.amirov
    last modified by firuz.amirov
  • Failed to create user role for User: Admin User3 Role PortalEndUser Cannot insert duplicate key row in object 'dbo.tps_user' with unique index 'index$tps_user$name'. The duplicate key value is (Admin User3)

    [Error in Mail Log file] Failed to create user role for User: Admin User3 Role PortalEndUser Cannot insert duplicate key row in object 'dbo.tps_user' with unique index 'index$tps_user$name'. The duplicate key value i...
    Katie.Sullivan
    last modified by Katie.Sullivan
  • Problem / Solution: User's Console view gets corrupted, which makes certain data, like Attributes and Properties, invisible

    Environment: This solution is for all versions of Service Desk (including 2018.3).   Requires Access To:Database & Service Desk Console access is required to complete these steps. SDaaS customers should open ...
    lukasz.krupinski
    last modified by lukasz.krupinski
  • Delete Excess Notes From Incidents

    Problem Excessive notes exist on an item within Service Desk.   Cause This is often caused by a looping emails caused by a variety of reasons.   Resolution In order to address this issue, SQL statements must...
    AlyssaIpatiev
    last modified by AlyssaIpatiev
  • Service Desk Workspaces Bulk Actions

    Official documentation: https://help.ivanti.com/ld/help/en_US/LDSD/11.0/Default.htm#../Content/2017NewFeatures/BulkActionsWorkspaces.htm   How to create a new Bulk Action from a Query This article provides a...
    lukasz.krupinski
    last modified by lukasz.krupinski
  • How do I allow users to resolve/close their own tickets?

    Problem End users are unable to close their tickets.  The company would like to enable this feature.   Cause End users do not have permissions to the Resolve process action   Resolution Assign the appro...
    AlyssaIpatiev
    last modified by AlyssaIpatiev
  • Workspaces: Automatic Action will not execute

    Problem: When creating an automatic action, even those with precondition, the automatic action will never trigger in Workspaces.  It may still work in Web Access.   Cause: After Read calculations may exist. ...
    AlyssaIpatiev
    last modified by AlyssaIpatiev
  • Problem / Solution: Service Desk disallows upload of files with extensions whitelisted in Configuration Center file upload policy

    Environment: This solution is for all versions of Service Desk up to version 2018.1, where the issue was fixed.   Requires Access To: Configuration Center access is required to complete these steps. SDaaS cust...
    lukasz.krupinski
    last modified by lukasz.krupinski
  • Problem / Solution: Service Desk Knowledgebase gets corrupted and can't be rebuilt

    Environment: This solution is for all versions of Service Desk (including 2018.1).   Requires Access To:Configuration Center, database & Console access is required to complete these steps. SDaaS customers sho...
    lukasz.krupinski
    last modified by lukasz.krupinski
  • Ivanti Service Desk 2018.3 - Issues Fixed

    This document contains all Problem IDs and their short description, fixed in Ivanti Service Desk 2018.3
    Senta
    last modified by Senta
  • Webdesk is showing "You are logged on as " with no name

    [ISSUE] Webdesk is showing "You are logged on as " with no name     [RESOLUTION] Reboot machine or Log Off as the current windows user and log back on.       * This resolution applies t...
    Katie.Sullivan
    last modified by Katie.Sullivan
  • Problem / Solution: Scheduled actions are not running after performing TTL

    Requires Access To: Configuration Center, possibly Application and/or Web server where services are running   Problem:After performing a TTL push, scheduled actions are not running. This could also include other...
    joyce.bitzer
    last modified by joyce.bitzer
  • Intermittent Connectivity Loss to Web Desk, Console, or Workspaces

    Symptom While technicians are accessing Web Desk, connectivity is lost.  On attempting to access again, they are able to reach the site.  This has no pattern regarding occurrence.   Cause Ivanti product...
    AlyssaIpatiev
    last modified by AlyssaIpatiev
  • Where can I find the Online HELP for Service Desk

    The Online HELP is updated for the newest release, and is located at: https://help.ivanti.com/docs/help/en_US/LDSD/12.0/Default.htm The HELP contains New Features, Technical Specifications, Supported Platforms, and U...
    Katie.Sullivan
    last modified by Katie.Sullivan
  • Import from Active Directory error "Could not find Related Object User.DN"

    [ISSUE] End users or analyst do not import or update. Logs will show error similar to this:   9/27/2018 08:05:41 : Import Started 9/27/2018 08:05:41 : Source count = 27 9/27/2018 08:05:42 : Could not find Rel...
    Katie.Sullivan
    last modified by Katie.Sullivan
  • Web Access Reports Won't Open: Database Vendor Code: 17

    Problem: When attempting to view reports within Web Access, the following error message occurs:   There has been an unexpected error.  Click Continue to return to the previous page. Failed to open the connec...
    AlyssaIpatiev
    last modified by AlyssaIpatiev
  • Console does not show details (HTML text) box on any task or assignment action instance

      [ISSUE] Console doesn't show details (HTML text) box on any task or assignment action instance   * HTML text boxes are rendered from IE. Depending on the Windows version you are running console from, I...
    Katie.Sullivan
    last modified by Katie.Sullivan
  • "Not a valid path. Make sure that the path name is spelled correctly" error while creating data connection type.

    Description: This error usally occurs usally while saving a data connection type after you create data connection with data source using a file path to a excel sheet. this error mostly occurs while using a network ...
    ProductVersionAutoUpdate
    last modified by ProductVersionAutoUpdate
  • Error: Could not change password. When attempting to sign into Service Desk using the explicit logon type

    Error message:When signing into a Service Desk application (Console, Web Access, Workspaces) that has been set up to use the explicit logon type. User will be unable to login via explicit login after you set the new ...
    Senta
    last modified by Senta
  • Ivanti Asset Manager 2017.3

    Ivanti Asset Manager 2017.3    Ivanti introduces its newest IT asset management release, Ivanti Asset Manager 2017.3.  Please contact your Ivanti representative for Asset Manager licenses.   Produ...
    todd.labrum
    last modified by todd.labrum