Windows Authentication in ITSM SelfService and ServiceManagementWeb

I couldn't find this change anywhere on the net so here it is...

There is a setting in the web.config file to setup Windows Authentication.

Change this Section

<authentication mode="Forms">
<forms name=".FUSIONAUTH" loginUrl="Login.aspx" timeout="2400" />
</authentication>

To

<authentication mode="Windows">
<forms name=".FUSIONAUTH" loginUrl=" Login.aspx" timeout="2400" />
</authentication>

How to identify an ITSM 5.06 System

How to identify an ITSM 506 System

The versioning in the ITSM system is not always the clearest and with the new version of ITSM (506) release the versioning hasn't been

incremented in the tool to reflect this. This is a couple of ways you can and can't find the version of the two systems :-

ITSM 5.04 SP1
Installer Version - 5.0.4003
Help-About Version - 5.0.4003

ITSM 5.06
Installer Version - 5.0.4003
Help-About Version - 5.0.4003.21

So officially (according to support) 5.0.4003.21 is the 5.06 release of ITSM.

Issue with HEAT 8.4 and Windows 2K3

Version: HEAT 8.4

Issue:
Running Heat 8.4 on WIn2k3 with no SP or hotfixes.BPAM will schedule the activity but will not fire off.Stop/Started the services but will time out.

Resolution:
Installing Windows 2003 SP1 fixed this issue. No other hot fixes were installed, which after reading the forum can actually break BRM again.

Fixed Issues for the ITSM 5.0.6 release

Issue	Title	Area	Category
41834	Background color is not showing in SMWeb or WebSelfService.	Admin	Administration
42910	Info entered via a telephone prompt doesn't show up in appropriate fields of new incident	Admin	Administration
37287	If an attachment is under 50 KB it causes an error on opening Called Cannot Call invoke or AsyncInvoke on a window control	Attachments	Application
37656	Link many records by selection of the First record and use of the Shift key on the last record causes system to gray out the OK button	Business Object	Application
37492	Hidden Fields show up on Printing a Incident record	Client	Application
38770	The function Current User Team when inserted to a quick action is showing blank as the value.	Client	Application
38772	You are not able to type 10 for the hours on a time field. It will not accept the "0".	Client	Application
40466	Unable to get specified items for from the ADR	Client	Application
42258	Error with 3-tier connection in 5.0.4 German. It's not possible to create a 3-tier connection to the Application Server.	Client	Application
42375	When using a count (or any other) filter on a dashboard part, hitting refresh will duplicate the "Count = X" instead of re-using the line.	Client	Application
43571	Clicking Create New Record button after deleting the last record of a group will error: "Definition for not Found".	Client	Application
36923	Legend from first Pie Chart displays on Secondary Pie Chart Legend	Dashboard	Application
38835	Setting drill down to Parent in a mutliview dashboard breaks the VCR buttons.	Dashboard	Application
39933	Color Coding of Grid event no longer works after upgrade to 504 sp1 from events sent from BP pacakge	Dashboard	Application
42393	Adding a newly created dashboard part to a tabbed part will not stick in Administrator but does in client.	Dashboard	Administration
43285	ITSM v5.0.4 SP1 (DE) dateformat of dashboard parts (type chart) is displayed in US format	Dashboard	Application
43554	Dashboard Part for Active Assignments does not show complete results on first launch.	Dashboard	Application
41335	Deletion of Form on Change object does not get dropped from FusionDef table and Form is still present in AdminLoader.exe def set	Forms	Administration
38273	Unable to close a problem in Non US regional settings	Functionality	Application
40396	Word Merge produces error if there are more than 255 characters in the number of fields being merged.	Functionality	Application
42197	Network devices with host name are automatically classified as computers	Functionality	Inventory
41072	Sort of child records created by quickaction are not sortable if the quick action creates Many Records	Grid	Application
38977	Issue on Printing Word docs and excel docs from Collection	License Server	Core
39539	User Presence displays Recid Value in User Presence field	Messaging	Administration
43292	Rule based on IncidentAssociatesEmail will not fire if email is linked via Outlook.	Outlook Add-In	Administration
38137	Quick Action to save incident will error on validated field not having a valid value.	QuickActions	Application
44291	QA not working in Web Client...	QuickActions	Application
45994	Unable to publish Reports with Crystal 11 Run time on client PC recieving the following error Error Contents could not be Read Incident.RPT	Reports	Application
38848	Once created search can't be changed - it could be only deleted and then created once again	Search	Application
43042	custom searches with settings : any FIELD-value with operator "not empty" does not work.	Search	Administration
43713	Local Settings not respected when adding in Functions for Simple Search that report a time value for calendar reports it back in US Format	Search	Application
44858	a security group that doesn't have permissions to delete journal.note objects can still delete journal notes	Security	Application
42797	Security Group drop down on User Manager records General tab is not alphabetical.	Security Users	Administration
41761	No Prompts in WebClient from Action run from Navigator.	Web Portal	Application
41914	Scrowl bar is gone on Quick action for list of Values	Web Portal	Administration
43386	Reason field on Change will blank out with the re-select of Category.	Web Portal	Application
45223	RM 41761 not working in 5.0.6	Web Portal	Other

Windows Update KB920958 incompatible with iHEAT and/or iGoldMine for Windows on Windows 2000 SP 4

Windows Update KB920958 incompatible with iHEAT and/or iGoldMine for Windows on Windows 2000 SP 4

Please be advised that Windows Update KB920958 (re-released on September 26) is incompatible with iHEAT and/or iGoldMine for Windows on Windows 2000 SP 4. This incompatibility only affects the iHEAT and/or iGoldMine Server and does not impact the Client machines.

Customer Patch ITSM 504 SP1 Patch 4 is Available!

Customer Patch ITSM 504 SP1 Patch 4 is Available!
RM ID Title
40825 Dropdown boxes lose values when selecting save for SelfService portal with the Change Object
43805 Simple search type first letter no longer works
43459 Change warning dialog to please install 5.0.4 SP1
40877 User Presence is not obeyed when creating a Task.Assignment for a user.
40728 Refresh of HEAT Profile External table causes errors if field that is refreshed on table exists in the Grid
40947 Category field blanks out when used in SelfService.
41792 Installer will install even if you do not ITSM installed with Patch release
42099 BPEngine does not find Incidents created from an import that meet the past due requirements.
40874 User Presence settings are not obeyed on re-login.
40618 Exception thrown in Event viewer with Email Listener and Object reference error is seen in Event Viewer
41790 Installer does not check and verify version of ITSM being 504 sp1
43803 Lookup and F9 no longer function
4399 Tab Order incorrect on Incident form for Self Service
40983 Quick Action to create a child record errors: The system cannot find the file specified.
40594 Value in field different to value in database
40668 We used to specify the search panels and then dev took that away and made it default (it now automatically uses the panel that is defined as SearchEmployeeLayout(Layout) in the Profile.Employee Object--this actually changed prior to the very first release
41451 BP engine throws Object Reference issue not set to a instance of a object error on the Server in the BP engine Log file
43967 I found that if I do a custom client install of SP1 (choose install admin as well), when I install the 090506 patch build, it warns me with a message to please install ITSM5.04 before applying this patch
43261 ServiceManagementweb\Web.config was overwritten on Patch 3 Upgrade
40394 Dropdown values reverting to default when saving even though a different value is chosen within the web portal
43446 We need to figure out what to do with the Web.config since new patch does not install it.
43807 Object ref error in LDAP authentication setup
43909 Create Contains embedded relationship causes Validation error
42129 After install of Patch 2 Massive amounts of emails are going out each day for SLA changing from 0 to 1 BP engine is reporting Fail over and memory exception errors
41275 RM 35405 causing performance regression
33791
Large Memo text overlaps fields when printing.
37492 Hidden Fields show up on Printing a Incident record

pass

40396 Word Merge produces error if there are more than 255 characters in the number of fields being merged.
38835 Setting drill down to Parent in a mutliview dashboard breaks the VCR buttons.

? It brings up a group of 1 of 1 so VCR is disabled
43186 Dashboards->Dashboard part Center -> Chart Dasboard part - calendar window

pass
41335 Deletion of Form on Change object does not get dropped from FusionDef table and Form is still

present in AdminLoader.exe def set
42393 Adding a newly created dashboard part to a tabbed part will not stick in Administrator but does in client.
43191 .

Dashboards->Dashboard part Center -> MultiView Grid -> Run Time Options tab
41834 .

Background color is not showing in SMWeb or WebSelfService.

Unable Select Multiple Items in Seach and Link

This is an odd frustration that I found the other day which has a tendency to get you looking into all sorts of problems before you find the cause...

Version : ITSM 504 SP1 Patch 3

Symptoms: Create new Incident, Attempt to link multiple Inventory items by holding Shift Key and Clicking on Start and End of List.

Error: OK Button is not enabled.
Error occurs for ever search and link button on all relationships.

Workaround: Must Click on one record whilst holding CTRL key before OK button is enabled.

Issue with expressions in ITSM Web Client under NT Authentication

Error: (when using the standard web client)
Error executing rule:Business Object: ProblemField: KnownErrorDurationError executing rule Known Error Duration:Business Object: ProblemField: KnownErrorDurationObject type cannot be converted to target type.
or
Error executing rule:Business Object: ProblemField: IncidentCountError executing rule Problem Incident Count:Business Object: ProblemField: IncidentCountObject type cannot be converted to target type.

Version:
ITSM Version 504SP patch level 3 (081106) applied
Using SQL 2000 Database

Summary
The error seems to be related to any expression that is executed on a field on any object. This error occurs when trying to save the affected business object. Similar errors occur in the Self Service interface. Error occurs only when using the NT Authentication pass through.

Solution
The Solution to the error seems to be applying Patch3a (082506) to the system.

Have applied this to the site that was having the issue, restarted IIS and the users are now able to create Problem records without the error, via NT authentication.

Note: all web.config files (etc.) are overwritten as part of the patch process

New ITSM 5.04SP1 Patch 3a

The following issues have been fixed in the ITSM Patch-5.0.4.0608 - English release:


#40668 Be able to specify the search result form and grid
#4399 Tab Order incorrect on Incident form for Self Service
#40394 Dropdown values reverting to default when saving even though a different value is chosen within the web portal
#42099 BPEngine does not find Incidents created from an import that meet the past due requirements.
#40947 Category field blanks out when used in SelfService.

ITSM 5.04SP1 Patch 3

There has been a new patch released for ITSM 5.04SP1, this new patch addresses some fairly significant issues in the application and looks like it's worth upgrading to this new version as soon as possible. Some issues with development in the Administrator Module seem to have been addressed in this patch.

30263 Grid/Search print functionality insufficient
34335 Unable to save a definition set if Task Assignment audit is changed
34580 Assignee Equals VALUE, then select More Fields… The Validating Assignee dialog box will appear but no values listed. Only values created from the search will show.
35395 Print any dashboard it only prints up one page, this occurs either sending the output to the printer or the monitor.
37274 Searching Knowledge Management database from SelfServiceWeb does not function and refreshes Web page.
37937 ServiceManagementWeb times out as soon as the end user logs into the System
39141 License server does not work with servicemanagementweb and FRS Knowledge
39294 Validation Constraints do not work in Change Object for 3 field setup
39299 Memory Exception thrown when saving Incident record Triggers Business Rule to send a email
39964 Searching on Memo fields only return results within the first 30 characters
40433 Author only allows for change of the Admin Role for collection articles
40567 At Random Incidents disappear from application leaving child records for Assignments
40605 String error occurs when clicking on Incident workspace
40678 Exception thrown on import of XML file on Oracle database for Problem record
40832 Admin role causes system to hang when changing the status to closed when the override perspective is enabled for the admin role
40865 UK Regional settings mis-reports date for time stamp on time fields with wrong date and time
40900 Resolved date and Resolved time fields say 01/01/0001
41103 Creation of Schema from Adminloader.exe does not contain correct objects for BP package distro
41106 Audit History changes do not take affect in def Set after being turned on for Group Objects or Change Object
41354 LDAP import job sets the AppDomain.CurrentDomain.SetThreadPrincipal, which conflicts with similar setting in the FusionAdapterBase in IM.
41467 Search on newly created Kbases in Smart client display in XML format for search in Http://Servername/KMSelfServiceWeb/
41525 Mail Merge throws the following error when setting more than one field: The requested member of the collection does not exist.
41989 SelfService causes error on save button with NT account login for SelfService Roles on submit of Issue
42087 Values are not set correctly in the combo box if the display and stored fields are different
42209 Category, subcategory, and service values cached into new incident
42210 Some customer forms do not display
42335 Send email error with large amt of Unicode in email body
42336 Back Slashes removed when using send email action

Rows Not Deleting from Business Object Maintenance

System: ITSM 504 SP1
Area: ITSM Client - Business Object Maintenance

Unable to delete from Grid View.

Example:
On the Demo FAD, run Business Object Maintenance on State Table
Select the First Row in the grid view (CO)
Press "Delete" on the Keyboard
On the "Delete Rows" Popup Window seletea "Yes" to delete the row.
Record is not deleted

If the record you select is the only one in the table you are presented an "Object not set to an instance of an object" error.

Work Around: Open a row and delete each record from the panel view.

ITSM LDAP Connector and E-Directory.

There is an issue with ITSM 504 SP1 that results in duplicates when importing. Fortunately the new ITSM patch (Version 5.0, Build 5.0.4 SP1 Patch 2) solves this issue.

Here is a list of the other fixes in the patch (not that you have to install the patch on all client workstations as well as the server)

25172	Database Permission Issue
27853	Validation Constraints not enforced with Quick Action.
31007	Associated Item Selector Problem
31304	Older Patches are not removed under each Users Profile from add\Remove Programs
31852	Button associated quick action fails on child record.
33771	Rogue unattached queries are started for no reason and are difficult to delete due to CPU use nearly pegging at 86%
34132	@Validated Prompt does not run in Dashboard until you pick a different group for Multi part for dashboard
35303	Personal Dashboards are being lost. Do not show in UI, but exist in the DB.
35405	CallTicket.Owner2 field returns error when clicking the drop down
35427	Printing does not work from Incident Object to Print the call ticket
37073	Client does not prompt to save event when closing window
37369	BP engine does not Clear a Scheduled event. There is no way to pause the Visy SLA Clock for Incidents
38008	Changing the 3 Tier connection settings do not stick after making changes to Caching settings
38219	@ validated Prompt on Dashboard part causes dictionary error when group with a large amount of data is returned
38781	Category, SubCategory and Service fields values are defaulting when creating a new Incident.
38856	Changing a field from Text to Memo deletes all customer data
38918	Quick Action sending notification to CAB members with inserted ChangeID field, will insert the wrong number.
39079	Object Reference Error on Import of FAD file with External Connection to HEAT
39082	Unable to Refresh Call Log table with Customer database Error on Refresh of Call log table in Defintion Set
39127	Problem\Change board hangs when selected through Smart client and the Problem\change board is none functional
39188	Mapiutils.dll error not found when Login to Auto Deploy Client
39249	Unable to modify,delete,edit,copy, Personnel Dashboard after log out and login to the application
39252	@dateadjust does not work for quickactions
39281	Validate window Pops when editing a child grid owner field
39298	Able to drag and create mutiple grids columns by drag and drop of slitter bar
39311	Refresh of Call Log and Profile table causes Endless loop in Edit set
39320	Object Reference error on upgrade to 504 sp1 when sending change from Call Logging to ITSM with Customers database
39391	Duplicate Entries using E-Directory LDAP Import (Fixed for SQLServer ONLY)
39565	Unable to Search and Link Multiple Records from HEAT to Change or HEAT to Problem
39930	Negitive KnownErrorDuration because negative numbers are not allowed.
40408	Attachment upload and download issues in 5.0.4 sp1 & May 06 patch
40429	Link Change from Drill down of Release from Change causes requested by field to be blank
40726	Fusion Settings issues
41140	Error logging into app with 071006 patch
41243	adjust a date time does not follow regional settings
41245	Format settings ignored with adjust a date time function
41467	Search on newly created Kbases in Smart client display in XML format for search in Http://Servername/KMSelfServiceWeb/

Error in Email listener with MSMQ

I came across this error in an ITSM 504 SP1 Patch 0606 system when implementing the Email Listener.

Error occured while reading and processing the email(s). Reason: Queue is not registered in the DS.

The listener processes the files and creates a Before and After Transform XML file but it doens't add the object into the system.

The following workaround will cause issues with business rules but will get the email listener working.

After Upgrade to 504 sp1 I receive the following Error Queue is not registered in the DS

Issue
Error Queue is not registered in the DS while creating new Incidents in application.
--------------------------------------------------------------------------------
Cause
Installer is setting the Business Process Flag to send events to BP Engine
--------------------------------------------------------------------------------
Resolution
1. Open AdminLoader.exe
2. Select System Settings
3. Select Server Settings
4. Select Business Process
5. Uncheck Send Events to Business Process Engine
6. Select Save
7. Select Close
8. Close Administrator
9. Start
10 Run Line
11. Type IISReSET

Asset Tracker 8.03 Unique Identifiers losing last digit

This issue isn't a problem if you are using the standard GUID that is generated by the scanner, only if you are creating your own indentifier.

In a lot of cases the Unique Identifier, that is generated by the HATScanner.exe file and placed into the LDIScan.cfg file in the root directory of the asset, is replace with a more meaningful value. In most cases this is an asset or computer number that is associated with the hardware of the asset which allows rebuilds of the software configuration to occur without generating a new asset in the HAT database.

The issue is that in some cases (mostly when the UID is all numbers) the last digit of the UID is dropped when doing the comparison with the database. For example if you were scanning 3 assets with UIDs of 101, 102 and 110 the system would upload 3 files and only add 2 Assets to the database.

Adding a prefix to the UID made no difference.
Adding a suffix works OK (in my tests I added a "." or an "a" and both worked fine).

This wouldn't present much of a problem for the standard guid as it's a 32 digit number and the chance of the first 31 digits matching is only slightly more likely than when it was 32 characters.

The best solution is to add part something like the Customer's initials to the end of the UID when it is created

ITSM 504 SP1 Released

Here is the list of fixes in the latest ITSM patch:

RM Issue #	Title
22005	Could not connect to specified Demo Database after attachments changed to a UNC path
26453	Email is not executing if configured to send attachments
27341	Display issue with Incident total over 100 for ServiceManagementWeb
28745	Problem number on Problem Board is too small to read
29656	SQL 10001 error when searching for Change in HEAT/ITSM integration.
29660	Print Preview reveals error on dashboard charts
29731	Set a priority on newly created Incidents fire on a set priority field on Saved
29846	FSMT service timing out
29910	File listener stops or slows after processing few files
30103	App > Infrastructure Manager - WMI scan running - no progress indicator
30104	Scheduled Job – Job History – Finished field, its value is misleading
30105	Messaging - Transformations XSLT files - no comments inside files
30110	LDAP import - PRIMARY field empty in spite of the fact that email field is not
30115	IM- WMI Scan jobs ends up without clear reason
30117	Infrastructure Manager - On Demand Scan - Job DATA description non readable format
30121	KM - Knowledge Management integration with ITSM 5.0.4 - there is no sign of it
30126	WMI scan not being finished - probably due to exceeding the capacity of the license file
30128	Knowledge Management – web page (after login) - spelling error
30133	Quick Action -Parse Content From Field(s) - can't deal with empty line
30214	Redirect to session expiration page
30289	LDAP import memory usage is high with large users
30347	Cyrillic characters are not stored and displayed correctly
30385	Unable to create Associated Item Selector in ITSM 504
30514	Outlook integration - service management configuration (Outlook) - connection can't be establish or out of license error is being displayed
31313	Secondary Business Rule does not send Notifications out by email
31416	Error thrown when creating a CAB with Change Manager
31417	Cast error on login to Self Service
31612	Dashboard on Navigator does not display on ITSM Navigator
31613	Novell NSDInfo2Fusion Style Sheet fails to import in 504
31814	LDAP import is creating duplication of Primary Emails and FirstName/LastName and creates duplicates in the Profile table and fusionsecmap table
31970	Adding JPEG Image does not display in ServiceManagementWeb
32076	Business Rule fails for ITSM to write a child record off any raised event
32086	Attachment Path set to a HTTP:\\ causes application to be locked out of admin and Client
32491	Copying a Field from one perspective to another Causes Invalid Argument
32550	KM - Knowledge Management will not display existing XML files in Application
32553	KM - HPK to Knowledge articles are not found on search from Topic
32561	Export to Excel creates a single workbook for each record exported to a spread sheet
32564	HOP duration not calculated properly if HOP spans beyond Midnight
32731	From the Side Navigation Bar, if you link a duplicate Incident to a Problem, doesn’t display a message that shows "the Incident has already been linked."
32857	File Listener does not import the records to the Profile.Employee Object
32901	Priority' field doesn’t exist in the Change Module, but if we link a change to a Release, we have the Priority field in both Form and Grid views.
33111	Scheduler service brings in values to the address Business Object more then one time after re-import of users
33205	Failed Initializing For Connect to Fusion for Heat Login
33336	CI Object Link does not display link to other devices in a 360 degree View
33457	Change.SubCategory field is blanked out if memo field is altered.
33552	011806 Patch release causes a dump on system when attempting to Print
33554	Inserted field for report parameter does not work.
33565	Unable to save Change record in ServiceManagement Web
33660	Sort Filter in dashboard you loss original search criteria
33669	Cannot set properties for multiple controls at same time
33698	Primary key violation when using different logind
33786	BP engine stopped and created a 6.6 gig file called DOM.xml
33805	Business rules do not fire through HEAT integration.
33865	Drop down fields lock when using keyboard
33895	table Maintenance causes the system to crash and hang and causes the app server to shut down
33918	ServiceManagementWeb constrained fields on Resolution are blank until you refresh the page.
33921	Email Listener on POP3 continues to process READ Emails
33939	Cannot create more than 2 child records via CSS
33979	Taking a very long time to display when tabs CAB and Notification List are selected on Change.
33990	Update to ITSM does not occur if you change the category or subcategory from heat
34052	Customer would like to be able to alter the drop down limit to larger than 200 entries.
34080	SLA calculations are not working correctly in custom SLA database
34132	@Validated Prompt does not run in Dashboard until you pick a different group for Multi part for dashboard
34250	Error when canceling prompt to save
34251	Tab does not work after selecting dropdown value
34252	Refresh Issue in customer DB
34260	Unable to select properties on multiple fields
34270	SLA Time is incorrect by 2 hours
34275	Script error when changing impact Urgency
34316	Report parameter using IncidentID returns invalid value
34776	% wild card does not work in Inventory Management to limit what computers will be imported into the CMDB
34831	Sub Category' field blanks out when modifying description field and saving a Change object for ITSM/HEAT integration using the ITSMHEAT(Demo).fad file, Using ITSM Ver. 5.0.4, and HEAT 8.3.700 Build 14.
35426	SLA without Off set times places Ticket in RED after save.
35612	Imported SLA from a CSV file cause a miscalculation on the system and writes wrong value in the SQL table
36065	Auto Fill does not work correctly for HeatWeb Perspecitve for Heat\ITSM