• How To: Create a Report Template Using Embedded Pictures

    Environment:Service Desk 7.4 and above   Requires Access To:Service Desk Console (to design) Web Access (to be applied)   How to:In this article, we are going to review step by step how to set up a report te...
    guido.drissen
    last modified by guido.drissen
  • Insert a personal default dashboard for a specific user in WebAccess using a script

    Environment: Service Desk 7.4, 7.5, 7.7.3     Attached are scripts that you can use to insert specific dashboards as being a personal default dashboard for the selected user. There is also a script to se...
    nick.evans
    last modified by nick.evans
  • Publishing shortcuts to Web Access

    Environment: Service Desk Console/Web Access all versions.   Review Date: 25th July 2014   Abstract: When you publish a shortcut to Web Access from Console, you are in fact creating a copy of the shortc...
    nick.evans
    last modified by nick.evans
  • Web Access error: Invalid Request:  Not Authorised to create new queries.

    Environment: 7.4 fixed in 7.5   Problem:   Users are getting the following error when attempting to launch a Qurey from a link on a dashboard in Web Desk or Self Service.   "Invalid Request. Not aut...
    nick.evans
    last modified by nick.evans
  • Setting a dashboard as the system home page in Web Desk also sets it for Self Service

    Problem In Web Desk 7.4 create a dashboard and from the option menu (the down arrow in the top right of the page) select "make this dashboard the system home page".  This will be the dashboard all analysts see w...
    Jenny.Lardh
    last modified by Jenny.Lardh
  • How to create a "Private Notes" filter for WebAccess

    While it is possible to display the Notes collection in WebAccess, it doesn't give you much control over what is displayed, such as column headings, nor does it allow for filtering Notes you don't want certain users t...
    ProductVersionAutoUpdate
    last modified by ProductVersionAutoUpdate
  • 403 - Forbidden error when logging in or out of Self Service

    ISSUE: You log out of Self Service, and are presented with this page:     This could mean that the anonymous user has been set for Self Service in WebAccess System Preferences but hasn't been given a rol...
    ProductVersionAutoUpdate
    last modified by ProductVersionAutoUpdate
  • Dashboard Is Not Showing Up For The Roles/Groups That The Dashboard Was Published To

    Environment:Service Desk 2016.4   Problem:A newly created dashboard was created and published to a specific Role/Group but we are not seeing that dashboard when the user logs into Workspaces   Cause:Even th...
    ProductVersionAutoUpdate
    last modified by ProductVersionAutoUpdate
  • Self Service Anonymous login does not always work

    Environment: Service Desk Self Service Portal   Requires Access To:Direct file access to C:\ProgramData\Landesk\Service Desk\ on all web servers.   Problem: When using the anonymous login setup for Self Ser...
    bryan.jackson
    last modified by bryan.jackson
  • Error message - Invalid attribute type: RaiseUser.Phone

    Problem When you raise a new Incident in WebDesk, choose a (Raise) User, highlight/mark for example the read only field 'phone' from raise user on the incident window and click into any other field. Error message ap...
    Piotr.Hajdukiewicz
    last modified by Piotr.Hajdukiewicz
  • Automatically populate the Raise User attribute with the name of the user creating the record in Web Access

    Note: In current versions, you only need to remove the mandatoriness of the raise user control on your window. The system will automatically add the current user as Raise User.     Overview   There ar...
    Mroche
    last modified by Mroche
  • When logging into Web Desk in 7.7.1 and later you are taken directly into Self Service

    Problem: When logging into Web Desk in 7.7.1+ it goes straight into Self Service with no option to switch to Web Desk with browser versions later than IE7.   Cause: This is caused by IE being in compatibility mo...
    Mroche
    last modified by Mroche
  • Mobile Self Service - Enabling Service Catalogue and Dropdowns with toggles.

    AFFECTED VERSIONS 7.6.2 and above.     ISSUE You are running 7.6.2 want to be able to see Service Catalogue and Dropdowns in Mobile Self Service     SOLUTION  For Service Catalogue To enable...
    Senta
    last modified by Senta
  • How do I show whether an incident has changed colour / color in Webdesk ?

    Question: Within Webdesk, how do I know an incident has breached a Response level's Escalation action which has been set to change colour on the incident ?     Answer: The escalation colour will be shown ...
    Senta
    last modified by Senta
  • History Panel in Web Desk and Self Service

    Environment:   Service Desk - All versions running WebAccess     History Panel   The History Panel will show you a history of what has been happening with the Incident, Problem, Change, Request ...
    ProductVersionAutoUpdate
    last modified by ProductVersionAutoUpdate
  • Ivanti Service Desk - Web Desk and Self Service Frequently Asked Questions

    How To Guides How to modify the Dashboard Title in WebDesk and SelfService Insert a personal default dashboard for a specific user in WebAccess using a script Implementing a "Change Group" feature in Self Service ...
    Senta
    last modified by Senta
  • "String Was Not Recognized as a Valid DateTime" Error in Web Access

    Description: When we select "New Incident", we are immediately presented with the error "String was not recognized as a valid DateTime".   Error message is below. ____________________________ String was not re...
    Maddawg
    last modified by Maddawg
  • Web Access Persistent Issue - Page not loading (grey screen)

    Review Date: 25.03.2015   Problem: When navigating to any page in Web Access the page does not load and you are presented with a grey screen with "Done" in the status bar:       Suggested So...
    Senta
    last modified by Senta
  • Text from a excel data import is truncated.

    Environment: Seen in ServiceDesk 7.7.1   Review Date: 10/12/14   Problem: When importing text from a excel spreadsheet the text is sometime cut short / truncated eventhough the options in the import mappings...
    Senta
    last modified by Senta
  • How To: Enable Javascript controls for HTML fields in Web Access

    How To:Enable Javascript controls for HTML fields in Web Access   Step by Step: 1. Log into WebAccess as SA. 2. Choose System Settings, and you will see the option below:     3. Set it to true and Jav...
    agkale
    last modified by agkale