Popular Tags

  • What causes re-opened tickets to change tech assignment?

    Hello, We have been trying to research and identify why incident requests get reassigned (seemingly to a supervisor) when incident is re-opened. In our first testing, we noted requests were opened and re-assigned to "System Supervisor" so we removed…

  • Issue with attachments and special characters

    Hello, It was brought to our attention that screenshots on macs, then uploaded to ZSD, cause attachments to break. We believe this is because of the macs inserting U+202F (Narrow No-Break Space) at the end before AM/PM. If one is attached, we will…

  • email polling , stop reply all.

    me again! 'customer' includes cc's on emails. Email polling replies ALL. The cc's reply and more tickets are created for the same issue. Can we turn off REPLY ALL under email polling? I cant find a way under privileges or email setup. Turned off Enable…

  • Migrate from Embedded PostgreSQL to MS SQL Cluster

    Hello, I am attempting to locate documentation on how to migrate from the embedded PostgreSQL to MS SQL Cluster. We used the embedded while configuring and testing and would like to move before going live.

  • ZSD 23.4 Remember Login check box does not work. Wrong Tab is opened in customer portal

    Have gone thru documentation and privileges and cannot find any 'Remember Login' settings. We just switched from on-prem AD to Azure authentication and it didn't work in either case. ALSO - customer portal goes to Self help even tho we set default…

  • Service Desk certificate errors.

    Hi I have tryed everything i can think of to get rid of the certificate errors. We have a CA. Service Desk will only be used inside our network. Would like NOT to use an external certificate provider ...if possible. https://www.novell.com/documentation…

  • AD (Azure hybrid) on-prem user source SWITCHED to AZURE

    I have followed TID 7025035 "ZSD LDAP User Source or Domain Move Process" and the TEST of the connection passed and filter passed --- but groups cannot be found. Permissions (GRAPH) set for the azure app: User.Read.All, Group.Read.All Group.ReadWrite…

  • How do you increase the timeout for Service Desk Portal?

    The portal times out way too quickly for our Helpdesk ... How do you increase the time it stays logged in?

  • How to customize my Incident form?

    Ayushi Bhanot views: 32 0 Likes 2 days ago I want to know how I can remove some extra default fields that I dont want at all from the " Incidents" form when someone creates a ticket. Im unable to find where can I customize my incident form…

  • Use JS to customize the login page

    Hello, I wanted to inquire if it is possible to customize the login page using JavaScript. The goal is to modify the behavior of the alert on the login page, such as changing the green notify bubble to red when there are warning messages. The basic…

  • Localization documentation not accurate

    Hi, I´m trying to localize Service Desk and even the files are there, it doesn't pick it and shows everything in english.

  • Is a way to create subitem ?

    Hi, as I see, smallest item is computer, but computer has many parts like memory, hard drives etc. Is possible to track them too ? Something like subitem or so. Thanks David

  • Extract Hash Values for Items in Service Desk

    Can someone tell me how to Extract Hash values for all Items we heave within in the service desk application. (8.1.2)

  • CVE-2022-42889 Apache Commons Text vulnerability (Text4shell)

    W e have analyzed CVE-2022-42889 Apache Commons Text vulnerability (Text4shell) for the ZENworks Products. ZENworks Service Desk (ZSD) versions do not use Apache Commons Text, but file exists. Refer to TID KM000011419 how it impacts and corrective…

  • Cannot add attachments to tickets or notes - ZENworks®︎ Service Desk 8.3

    When creating a ticket, it seems to attach the file alright until it is submitted and then I get the error: " RequestForm.failedFiles" but the ticket itself is submitted. When adding a note with an attachment, it appears successful and the note appears…

  • ZSD Email provider GMail setup - OAuth requirements

    Affecting customers using ZSD with Google Mail (Gmail) setups Only. Gmail is changing it’s email connection “ less secure access ” will be disabled. This requires Gmail OAuth to be set up with access and refresh tokens. Related TID KM000007431

  • Spring4Shell vulnerability not applicable to ZSD

    Upon analysis, we have determined that Spring4Shell vulnerability (CVE-2022-22963 & CVE-2022-22965) is not applicable to ZENworks Service Desk. U pon analysis, we have determined that this critical 0-day vulnerability "Spring4Shell" (CVE-2022-22963…

  • first login?

    ZSD 8.3.0: Documentation* told me that there are default pwd (OMG) to get in the ZSD. But both credentials does not work. I get an invalid credentails message. Any ideas how to get in? * <www.novell.com/.../bm9lq9d.html> BTW: In <www.microfocus…

  • service desk 8.2.1 affected by log4j?

    I search for an advice about the vulnerabilities with service desk product? any concerns?

  • Edit Item by type not number

    I've recently upgraded to 8.2.1, and the new look is going to take some getting used to. What I am struggling with is editing an incident / service request and changing the Item by type and not name. In previous version you could search for an…

  • Duplicated Related Records

    I get duplicated related requests for the interaction I create (not all of the tickets just some of them), any suggestions on what may be the issue here? Thank you.

  • Why Approvals on Service Desk Workflow don't work?

    Hello I configured an approval definition and put it on the Service Desk Workflow as shown but it's not working .. is there any additional configuration should be done? or any workaround for this? Thanks

  • User with two different items but same OU

    Hello friends, I have a problem with a customer (User) that has two items assigned for two different products (product1 and product2) that we give him support but as you may know he belongs to the same company (OU). So when he needs to open a ticket by…

  • Service Desk 7.5 on KVM

    Hello; I would like to use Service Desk 7.5 in my KVM environment (SLES 11 SP4). Can this be done? Tried to extract and convert the ova to qcow2 which does not bring up SD. Would be great if you could have a KVM image - qcow2 - I also have another system…

  • Queued items showing in Active tasks when they shouldn't be?

    Hi all, a little confused by an issue I'm getting after making a change to one of our workflows, so I'm looking for some help if anyone would kindly oblige. In our environment we use Service Desk's built-in queue feature so when a user submits an incident…

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The opinions expressed above are the personal opinions of the authors, not of OpenText. By using this site, you accept the Terms of Use. Certain versions of content ("Material") accessible here may contain branding from Hewlett-Packard Company (now HP Inc.), Hewlett Packard Enterprise Company, or Micro Focus. As of January 31, 2023, the Material is now offered by OpenText, a separately owned and operated company. Any reference to the HP, Hewlett Packard Enterprise/HPE, and Micro Focus marks is historical in nature and the HP, Hewlett Packard Enterprise/HPE, and Micro Focus marks are the property of their respective owners.