Community Chat

Will there be a Version 9.5.1?

Inquiring Mind — Fri, 03 Sep 2010 16:37:08 GMT

We had difficulty installing Version 9.0. It was not until 9.0.1 were we able to finally install Version 9.

Because of the difficulty installing Version 9.0, we would like to know when (if) Version 9.5.1 will released.

Dynamic Asset Scan

DLCurtis — Thu, 19 Aug 2010 18:30:30 GMT

We have been using the iSupport asset manager for a little while now. I have found that a few of my work stations are not getting reported back. After looking at them I have found that there software firewalls are blocking some of the scan traffic. I have spent some time trying to work out what to alowe so these scans can always run. Here is a traffic report from one of my workstations.

McAfee Desktop Firewall Log
Thursday, August 19, 2010 2:12:01 PM

Time:       8/19/2010 2:10:38 PM
Event:       Traffic
Address:   172.16.202.14
Description:   Generic Host Process for Win32 Services (svchost.exe)
Path:       D:\WINDOWS\system32\svchost.exe
Message:   Allowed Incoming TCP - Source 172.16.202.14 : (56354) Destination 172.17.194.152 : epmap (135)

Time:       8/19/2010 2:10:49 PM
Event:       Traffic
Address:   172.16.202.14
Description:   Generic Host Process for Win32 Services (svchost.exe)
Path:       D:\WINDOWS\system32\svchost.exe
Message:   Allowed Incoming TCP - Source 172.16.202.14 : (56355) Destination 172.17.194.152 : epmap (135)

Time:       8/19/2010 2:10:49 PM
Event:       Traffic
Address:   172.16.202.14
Description:   Generic Host Process for Win32 Services (svchost.exe)
Path:       D:\WINDOWS\system32\svchost.exe
Message:   Blocked Incoming TCP - Source 172.16.202.14 : (56355) Destination Local : epmap (135)

Time:       8/19/2010 2:10:49 PM
Event:       Traffic
Address:   172.16.202.14
Description:   Generic Host Process for Win32 Services (svchost.exe)
Path:       D:\WINDOWS\system32\svchost.exe
Message:   Blocked Incoming TCP - Source 172.16.202.14 : (56359) Destination 172.17.194.152 : epmap (135)

As you can see it starts to work but then it changes the destination from the IP 172.17.194.152 to Local. Now the the IP listed is the local IP on the PC I am working with. The only way to make it work is to turn off the firewall.

One last note, we maintain our firewall rules on a centeral manager. I know most of my PC work but just some have a trouble with this "Destination Local"

I am posting this on McAfee's forum to see what they think on there side but I wanted to see if anyone over here has seen this? BTW-Turning off the local software firewall is not a fix for me and it a troubling work around.

Thanks

Attach CIs to Companies/Customers

sbarrow — Thu, 19 Aug 2010 03:43:18 GMT

Anyone been able to do this? When I press the link I get a blank page and nothing to select. I have created a number of CIs and wanted to link them to customers and companies so they can select them from the EUD

Analyst First Name

sbarrow — Mon, 09 Aug 2010 01:08:41 GMT

With the first and last name fields being available in views why was this not also added as a field for use within the correspondence templates?

Categories - Backup

DLCurtis — Thu, 17 Jun 2010 12:47:36 GMT

Is there any way to backup Categories and the back ground information? i.e. LSAs If so, how do you do that backup and how would you do a restore?

Thanks

Performance

Thao — Fri, 30 Jul 2010 19:54:32 GMT

Is it just me or is iSupport is soooooooo sluggish

My iis has 3 gigs of ram and only isupport on it.

SQL server is 2008 R2 with 8 gigs of ram on it.

Other web site and even sharepoint is not as slow as iSupport. Everything you do seem to generate the wheel turning and turning and turning and turning and finally. Wish there was a client app to directly hit the db instead of this slowness through the web browser.

Is there a way to view the in/out status of analysts?

sbarrow — Thu, 05 Aug 2010 03:11:38 GMT

I can create a custom view but was wondering if there was some way to do this within iSupport? I know it can be don via the profile page but I am after something that everyone can use to see who is available.

Why does the font keep changing?

sbarrow — Thu, 05 Aug 2010 03:09:38 GMT

Why does the default font for correspondence change each time a new version is released?

CMDB not yet ready for prime time

Thao — Fri, 30 Jul 2010 20:06:12 GMT

The CMDB is so cumbersome to use. It seems you have create a CI then you have to create this and then you have to create that. just to do any CMDB it seems you have to go throught 5 or more screens or whatever (may be exagerrating here) but with the constant spinning wheel with anything you do its quite frustrating. Even trying to use the agents to auto create, you have to do some sort of contortion like above.

Why not just have a button create all customers as customer/person type configuration item

Create all machines/computer types as computer type configuration item with one click. etc.

View Designer Possibility?

spirosl — Thu, 22 Jul 2010 08:40:17 GMT

Hi,

I'm considering re-designing our current 'View' for all of our incidents and I'm experiencing difficulty with using the View Designer.

I'm trying to create the following structure on the left-side menu:

Assignee

- Status (Static Folder)

- - Status Types ( Open, Suspended, etc by seperate folders)

- Members ( Static Folder)

- - Assignee*

- - - Status Types ( Open, Suspended, etc by seperate folders)

I want to use the first Assignee group to filter the group queues which will include all requests, etc that are either sent there via email or reassigned there by a user.

The second Assignee* group will contain a filtered list of users that are tied to the group queues.

The first Status group will contain the statys types of each incident that reside in the group queues.

The second Status group will contain the status types of each incident that reside in the Assignee* queue.

The reason why I want it setup this was is so I can have multiple Groups visible in the same view with their associated incidents and members whilst providing a less 'silo-ed' rep experience.

Thanks in advance for any thoughts on whether this is possi le or if Im approaching it the wrong way.

Regards,

spirosl

Software License Profile Report

DLCurtis — Mon, 21 Jun 2010 13:46:58 GMT

How would I go about reporting what computers are found with said software? i.e. I have a software profile for Adobe Acrobat and it is reporting that I am over my limit. How do I get a list of what computer have that software?

Email creating new customers and corrupting the contacts table

sbarrow — Sun, 30 May 2010 23:29:41 GMT

We are getting a lot of "new" customers being created by incoming email causing our contacts database to be almost continually inaccurate. When a client say stephen.barrow18@defence.... comes into support a new client is created even though Stephen Barrow stephen.barrow18@defence.. already exists as the process thinks it has now found Stephen Barrow18 stephen.barrow@defence.... and creates a new entry in the contacts database.

Can this problem be corrected? At least creating an optional rule which gives all incoming email queries a default client when an exact match to the current contacts database would be better than corrupting our contacts database.

Thanks

Stephen

Asset Managment - Feature Request

DLCurtis — Thu, 17 Jun 2010 14:11:20 GMT

1. I would like to track scanable assets by more than just the PC name. i.e. MAC address, PC Name, & Processer

I think that by tracking with more than just one we might be able to clear up double entries if the PC name changes. The above would work with a tolerance of 1 or 2 out of 3. With this though you might want to make a way to split an asset into 2 records.

2. I wouldlike to make a new asset manualy and then set it to be scaned for inventory and not just a dynamic asset scan

thanks

Interface Timeout

DLCurtis — Thu, 17 Jun 2010 13:18:25 GMT

After working in and leaving up the iSupport interface it times out. This is understandable. The question that I have is if I refresh the currect page from inside of the iSupport interface I get an error and a back button. Now, if I use the refresh from IE it just refreshes the page and no error messages. I think the time out is around 1 hour. Is there anyway that I can do to keep the error page with the back button from coming up? Also, the time out happens even if you are in a ticket and working.

Thanks

Highlight Important Clients

sbarrow — Thu, 03 Jun 2010 02:55:32 GMT

Anyone know of a way to make important clients stand out in the support desktop?

Company Name size too small

sbarrow — Thu, 03 Jun 2010 03:04:24 GMT

Please make the company name size bigger. Support is cutting off the name for some of our government clients with longer names. currently missing the mark by ~15 characters.

Customising Columns \ Incidents Request \ General Views in iSupport

spirosl — Thu, 03 Jun 2010 06:50:37 GMT

Hi,

I'm wondering if there is a way in iSupport which other customers have found to customise the way in which the 'Create Incident' page can be altered to only include the fields that you want to capture and also be re-arranged on the page itself.

Is there also a way to customise the layout of the columns under each queue 'Open or Closed' to be in a specific order or to remove columns which aren't used in our environment?

Generally, how customisable is the EUD as we are trying to make it an extremely smooth process for our customers to use in our organisation?

Regards,

Spiros

Anyone know when the next release is?

sbarrow — Tue, 01 Jun 2010 00:17:35 GMT

Looking forward to being able to query Australian format date fields in the next version.

Changes in 9.0.1?

pathfinder_nick — Tue, 01 Jun 2010 14:28:22 GMT

Anyone know what the changes are from 9.0 to 9.0.1? I can't find much of anything in the documentation. The only thing I can find is that a new license file is required. Anyone know if there are any other changes in 9.0.1?

Windows 7 - Changes in page layout

donleyj — Tue, 25 May 2010 15:43:05 GMT

We are in the first stage of testing Windows 7 in our environment. Our iSupport users have noticed that the layout of the incident page is inconsistent under Windows 7 (IE 8.0). For example, when opening a new ticket, sometimes the "Categorization" link is completely missing and the right-third of the heading area is blank. Sometimes the "Categorization" link is located at the bottom of the middle-third area of the heading area. On our Windows XP systems with IE 8.0, the sections display consistently.

Anyone else experiencing Windows 7 issues.

Thanks,

Jeff Donley, Mukilteo School District, WA

EUD ticket default display

sbarrow — Tue, 04 May 2010 03:15:22 GMT

Is there a way of changing the sort order of tickets displayed in the EUD. Clients want to be able to see open tickets first then closed ones.

Thanks,

Stephen

iSupport 9.0 Single Sign-On

spirosl — Wed, 28 Apr 2010 07:01:00 GMT

Hi,

We are currently utilising iSupport 9.0 in our corporate environment for managing incidents and tracking escalations.

Does iSupport offer true 'single sign-on' capabilities for the EUD instead of just replicating/synchronising all of the user accounts from Active Directory?

We are finding that users will avoid using the EUD (as it's inconvenient due to the additional login screen) and will contact the IT Service Desk directly for their queries.

Our aim is to (a) allow users to authenticate automatically through the EUD with their user credentials.

Regards,

Spiros

Auto Ticket Creation

DLCurtis — Wed, 14 Apr 2010 13:54:26 GMT

Here is my problem. We have an account that isupport watches for emails. This has been working very well but we have one problem. If you assign a ticket to a tech that is out of the office. There "Out of the Office" reply creates a new ticket. Is there any way to either filter out these reply so that they do not make a new ticket?

Auto ticket creation from e-mail

deanhayes — Wed, 14 Apr 2010 15:52:14 GMT

I guess I missed the part in the manual that talks about this. If someone sends in an e-mail with what amounts to incident creation information, and sends it to a mail account something like unocsupport@......., can that, and if so how, be translated into an open incident ticket assigned to the default (help desk)? I presume it can, but ...........

Thanks in advance.

iSupport 9.0 Installation

Need to Know — Thu, 18 Feb 2010 14:50:20 GMT

Has anyone had any issues installing iSupport v 9.0 Incident Management Edition?

Any issues with any features once installed?

Thanks