Where did that Config Item come from?

If you’ve setup several connectors in Service Manager, you’ll have a CMDB full of lovely configuration items.  Sometimes you may need to figure out which connectors brought in a Configuration Item.  Maybe there’s something in the CMDB which makes you think “huh, where did that come from?” For example, if you’re considering deleting an old…

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Managing ‘Registered Servers’

Whenever you install a Service Manager Management Server, it’ll go ahead and register a Service Connection Point (SCP) for itself in Active Directory.  This provides that functionality of listing the Management Servers when you open up the Service Manager Console:   Note: If for some reason (probably security), a MS isn’t registered, you can go…

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How to hide Incident action logs in the portal

I’ve been asked a few times recently – how do I stop users seeing the action logs in their incidents?  By default, if you’ve installed the Service Manager Portal, an end user can go to the ‘My Requests’ section and view the details of the incidents they have raised.  This includes notes the analyst adds…

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Displaying Incidents by location – Option 2

Option 2: Extend the incident. The steps in Option 1 are easy to setup and give us a great view, based on the users’ registered office.  But what if your users travel around, and they want support from whichever office they’re currently at?  For this, we can’t rely on the AD attribute, we need something…

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Displaying Incidents by location – Option 1

 I’ve been asked the following question a few times recently: “My company has several offices & my engineers travel round to fix incidents.  How can I see a list of all currently active incidents for each office?” Option 1: Affected Users’ office. You can use this option if the ‘Office’ attribute of your AD Users…

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Ignoring admin accounts in your CMDB

A lot of folks give their IT staff 2 AD accounts – a regular user account and an admin account.  Rather than giving them a single day-to-day account with Zeus privileges, they can use the admin account as and when they want it.  Sounds awesome to me. This can be a bit of a pain,…

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