Popular Tags

  • How to remove the search field on top of system navigator?

    Hello world. Could anyone know where to remove the search field on top of system navigator? Appreciate any help provided! Regards, WY.

  • Dashboard/Report Customization in Service Manager 9.64 through In-Built Report Capability

    Dear Experts , Please check and suggest if below concern can be achieve in SM In-Built Report Capability. We have incidents generated from OBM and NNMi flowing to SM. Each incident has Affected CI associated to it. The difference of "Outage End…

  • SSO Configuration over https in SM 9.72

    Hi Experts, We were able to achieve SSO over HTTP on 9.72 but the customer wants us to implement it on HTTPS, currently, we have tried everything but it's not working over https. We couldn't find any official documentation as well Does anyone…

  • Trigger a notification to specific user when there was NO incident created from in last 5 Minutes

    Hello Family, There was a specific use case where user has integrated SM 9.60 with third party console to generate incidents, If there are no incidents generated in last few minutes, say 5 minutes, there should be a notification generated to that user…

  • Updating the value in the Status dropdown list on incident record

    I'm trying to achieve the requirement in the title in SM 9.70. I access the form designer for incident and can see that the Status dropdown uses the global list $Incident.StatusValueList ($Incident.StatusDisplayList). I try to search for this global list…

  • Error: SQL code=12154 message=ORA-12154: TNS:could not resolve the connect identifier specified, while configuring sm 9.70 on RHEL

    I'm configuring SM9.70 on RHEL 8.6 and Oracle 19 and the script failed with the below error in the smconfig.log Error: SQL code=12154 message=ORA-12154: TNS:could not resolve the connect identifier specified I've tried some steps to troubleshoot…

  • Can we add javascript pluggins in Service Manager?

    I wanted to add open source/js pluggin in Opentext SM application to recognize audio. Does MF JS supports audio to text pluggins available in market?

  • Having trouble configure SM

    My environment is RHEL 8.4. Db Oracle 19c After I run the configure file and enter the information of the db, I encounter issue message "INFO: sm: The root user cannot start the Service Manager system" Please advise on how to proceed further. Thank…

  • Attachment whit RestFul in Service Manager

    Hello community, I need to consume a Service Manager Webservice, to create the request via RestFul but sending an attached file and that it is loaded in the case created in SM. I have done tests with Postman as indicated by the documentation with…

  • Dahshboard report export issue

    Hello, When we click export to excel button in the dashboard pivot table reports, the export create some files named svgservice. So we can not open the file. Formerly we were able to export them as csv file. Any suggestion about the issue and solution…

  • Installing Service Manager 9.70 and migrating old data of Service manager 9.60

    I was doing fresh installation of Service Manager 9.70 on Windows 2019 system. I have followed all the instruction in the documentation replicating old database environemnt and I have completed installing server, client and web-tier. But, after that…

  • getURLFromQuery + hashcode and internal/external base URL

    Hi experts, I'm facing the following issue: Customer's using two base urls to access the system, let's say: company_int.com company_ext.com company_int is set as $G_webserver_url. Now, emails are generated with both urls. We didn't wanted…

  • How to remove validation of password protected file upload in "Attachments" of any entity/record?

    Hello Experts, While uploading a file under "Attachments" below error appears. Failed! "File contains illegal content" error was observed if we try to upload any password protected file under "Attachments" Can we remove this validation or restriction…

  • Wanted to edit options of this message "Function not available, requested resource in use by XXX". Wanted to add cancel button.

    Wanted to edit options of this message "Function not available, requested resource in use by XXX". Wanted to add cancel button, as shown in picture apart from "OK" Is this possible and how can we do that?

  • Focus or reference to Incidents is lost

    Hello community, I have a problem in which when an update is made in incidents from anywhere on the screen or after consulting a link, the focus returns to a particular tab and not where the action is performed. In windows client it doesn't happen …

  • Does not save information in a field per web client

    hello community I have a problem with Service Manager 9.71. Some fields do not save the information when using the web client, but when using the Windows client the information is saved without any problems. This happens in cm3t, device and bizservice…

  • Different Field value in "Views\Favorites" record for different users

    Hello Comminity! What we have: Configured system views in Service Manager. Navigation: System Administration > Base system Configuration > Misscellaneous > Views\Favorites (db Inbox) What do we need to configure: Restrict the vivilibity…

  • add new "link type" to relate existing ticket to Request Task

    Is it possible to leverage on oob related record "link type" method to related "Change ticket" with "Request task ticket" by add new relation? The following is what we found/did to try : 1. Add a new relationship type named "Caused by Request Task…

  • Enable SSL using custom certificates instead of self-signed

    Hello, we have an SM architecture with one load balancer (SM installed on a machine) and two application server as back end. We should configure SSL between web and SM server. We are going to use batch (tso_srvs_svlt, tso_2nd_srvs_svlt,...) but…

  • Does SM web tier support HTTP/2?

    We use SM 9.64 and would like to configure the web tier in tomcat to use HTTP/2 protocol. We are able to configure tomcat itself to use HTTP/2, but SM web tier is still providing HTTP/1. Is it possible to configure the web tier to use HTTP/2 ? If so…

  • Incident Templates

    Hi Everyone Is there a way to make the Description field in a template append to the Description field in the incident record instead of overwriting the existing text? (using 9.4) Thanks

  • SM: End User Chat metrics

    Hi Experts We are looking for information to know if with Service Manager and the End User Chat it allows us to obtain the following metrics. But we can't find them, could you tell us if they can be obtained with Service Manager/end user chat? Chat…

  • Duplicated Users Issue in Service Manager 9.40

    Hello, What might be the root cause of duplicating operator records in SM ?

  • Sharepoint integration with SM

    Hi Team, We have one question from customer on Smart Search, please can anyone help on below if we want Smart Search (in SM) to crawl through SharePoint, would you know if that is a big piece of work/effort? Would it depend on parameters like…

  • CIs relationship by rest api

    Hello Experts, How can I update CIs relationship by rest api? thanks.

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