Overview
Installation Notes
Enhancements and Fixes
Known Problems, Limitations, and Workarounds
Documentation Errata
Local Language Support
Support
Legal Notices
The SD Helpdesk Report Pack provides detailed information about the service calls,
incidents and problems that you are proactively managing to support the IT
services that you supply. Acting as a hub between the service customers and the IT organization, Service Desk
Helpdesk Manager is a central customer interface for service delivery. Using these reports, you can view
metrics on total incoming, closed before deadline, closed on first call and
average duration of service calls, incidents and problems. In each report, you can define a timeframe and get
detailed information on classification, priority, category, and workgroup. You can also access summary information
for previous timeframes. This package contains
the following reports: §
Incidents, problems, service calls by total Incoming (Recent) §
Incidents, problems, service calls by total Incoming (Historical) §
Incidents, problems, service calls closed on First Call §
Incidents, problems, service calls Closed Before Deadline §
Average Duration for Incidents, problems, service calls §
Incidents, problems, service calls by Closure code §
Incidents, problems, service calls by Category §
Incidents, problems, service calls by Classification §
Incidents, problems, service calls by priority §
Configuration and Logging The Service Desk 5.0 Installation Guide (http://ovweb.external.hp.com/ovnsmdps/pdf/SD_Install_Guide.en.pdf) explains how to install and configure
Service Desk reporting components. The report pack install directions are flawed. The following procedure is complete
and accurate:
Installing with
Package Manager Follow these steps to install the Service Desk Helpdesk
report pack: 1.
Log in to the system. On UNIX systems, log in
as root. 2.
Stop OVPI Timer and wait for processes to terminate. Windows NT:
Select Control Panel > Services UNIX: As
root, do one of the following: HP-UX: sh /sbin/ovpi_timer stop Sun: sh /etc/init.d/ovpi_timer stop 3.
Insert the report pack CD in the CD-ROM drive.
On a Windows operating system, a Main Menu displays automatically; on Unix, mount the CD, navigate to the top-level directory for
the CD drive, and type the setup command. 4.
Extract OVPI report packs to the Packages
directory on your system by typing 1 in the choice field and pressing Enter. A
completion bar shows progress. When the extract finishes, the install script
starts Package Manager. The Package Manager welcome window opens. 5.
If Package Manager is not running, select Package Manager from the
Management Console. 6.
Click Next. The Package Location window opens. 7.
Click the Install radio button. 8.
Approve the default destination directory or browse to a different
directory if necessary. 9.
Click Next. The Report Deployment window opens. 10. Accept the default and
deploy the reports. Enter your OVPI username and password. 11. Click Next. The Package
Selection window opens. 12. Select SrvDsk_HelpDesk and SrvDsk_HelpDesk_Demo(optional) report packs. 13. Click Next. The Type
Discovery window opens. Unselect the Type Discovery check box and click Next. 14. The Selection Summary
window opens. 15. Click Install. The
Installation Progress window opens and the install begins. When the install
finishes, a package installation complete message appears. 16. Click Done to return to the Management Console. 17. Restart OVPI Timer. Windows NT:
Select Control Panel > Services UNIX: As
root, do one of the following: HP-UX: sh /sbin/ovpi_timer start Sun: sh /etc/init.d/ovpi_timer start Post-installation Tasks Export the Helpdesk
Manager data from Service Desk and import it into the OVPI database. To export
Service Desk data, perform the following tasks: 1.
Update or create an OVPI Report connection specifying your OVPI
server details (hostname, port, username and password) 2.
Make sure that the Reporting Administration workspace is visible
in your HP OpenView Configuration workspace group. 3.
Perform a full export of data to populate the OVPI database 4.
Setup incremental export to update the OVPI database periodically For usage notes, refer Service
Desk Administrator guide, which can be downloaded from http://ovweb.external.hp.com/ovnsmdps/pdf/SD_Administrators_Guide.en.pdf Chapter 12 of the Service Desk Administrator Guide provides more details on the export process and Chapter 13 provides
details of the Service Desk HelpDesk reports. None.
QXCR1000319466 - Full Export Option is not shown in the SD Console.
If a full export is attempted from Service Desk before an OVPI connection has been successfully established, the export will fail and the full export option in the
Service Desk Reporting Administration workspace will not be visible, even after the OVPI connection is created.
Workaround:
1) Establish a successful OVPI connection as described in the Service Desk Administrator Guide.
2) Execute the following sql statement on the Service Desk database:
UPDATE rpt_reportingadministrations SET rad_fullexportrequested = '0';
commit; QXCR1000318937 - Incorrect references in Service Desk Installation Guide a. Chapter 6 of the Service Desk 5.0 Installation Guide states that report packs are installed from the
Service Desk DVD [Section "Install Software Required for Report Packs": page 129]. This is incorrect. You must install report packs from the
December05 Report Pack CD. b. Chapter 6 of the Service Desk Installation Guide states that "trendadm" is the default
username/password [Section "View Service Desk Reports": pages134-135]. This is partially incorrect. Login using
username "trendadm" but enter the password that was configured for that user. Service Desk Helpdesk Report Pack is available in English only, and user documentation is available in English only. To visit the HP OpenView web site, go to: http://managementsoftware.hp.com/
This site provides contact information and details about products and
services, including online support. To open the support site from the OpenView home page, click
Support. The support site provides a fast and efficient way to:
NOTE: You cannot access portions of this site unless you register as
an HP Passport user and log in. In some cases, you will also need an active
support contract. To find more information about support access levels, go here:
http://support.openview.hp.com/access_level.jsp
To register for an HP Passport ID, go here:
Updated user guides for OVPI report packs and datapipes are posted to the web on a regular
basis. Follow these steps to locate current documentation: NOTE: Viewing files in PDF format (*.pdf) requires Adobe Acrobat Reader. To download Adobe Acrobat Reader, go here:
©Copyright 2006 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice.
The only warranties for HP products and services are set forth in the express
warranty statements accompanying such products and services. Nothing herein
should be construed as constituting an additional warranty. HP shall not be
liable for technical or editorial errors or omissions contained herein.
Overview
Installation Notes
Enhancements and Fixes
Known Problems, Limitations, and Workarounds
Documentation Errata
Local Language Support
Support
Legal Notices