The map procedure has been modified to correctly track the number of new changes. Also, the report description of Changes Details report has been enhanced to clarify the coverage of the report.
Overview
Installation
Enhancements and Fixes
Known Problems, Limitations, and Workarounds
Documentation Errata
Local Language Support
Support
Legal Notices
The Service Desk Change Management Report Pack improves your ability to see how your IT services and
IT infrastructure is changing. This report pack tracks pending changes, optimizes the
timing of changes, and automates workflow by linking a specific change to
multiple work orders, multiple tasks, and multiple assignments. Key metrics include total incoming, closed before deadline, closed
on first call, and average duration. Each report will let you define a desired timeframe and get
details about classification, priority, category, and workgroup. In addition, you can see summary data from
previous timeframes. This report pack contains the following reports: §
Changes by total Incoming (Recent) §
Changes by total Incoming (Historical) §
Changes closed on First Call §
Changes Closed Before Deadline §
Average Duration for changes §
Changes by Closure code §
Changes by Category §
Changes by Classification §
Changes by priority §
Configuration and Logging If you have Service Desk 4.5, you will install two datapipes (one for each report pack) in addition to
the report packs. Before you install any of these packages, you must perform the following configuration tasks:
For details about these tasks, see the Service Desk Reporting User Guide, September 2006. Use the following procedure to install the SrvDsk_ChangeManagement Report Pack
Installing with
Package Manager Follow these steps to install the Service Desk Change Management
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_ChangeManagement and SrvDsk_ChangeManagement_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/init.d/ovpi_timer start Sun: sh /etc/init.d/ovpi_timer start Change Management data must be exported from Service Desk to the OVPI database. Follow these steps:
For details, refer to the Service Desk Reporting User Guide, September 2006. The following defects (identified by error tracking number) were fixed. To display details about
each software fix, click the error tracking number. To hide details, click again. Overview
Pre-Installation Tasks, Service Desk 4.5 Only
Installation
Post-installation Tasks, Service Desk 5.0
Enhancements and Fixes
The map procedure has been modified to correctly track the number of new changes. Also, the report description of Changes Details report has been enhanced to clarify the coverage of the report.
The descriptions pertaining to the date filters always referred to creation date as the basis for filtering. Certain reports pertaining to closure have to be filtered by closure dates. This has been corrected appropriately.
Dates and Strings in Translated Demo Reports
In a translated demo report, dates display in English. In a production report, dates will
not display in English. In a translated demo report, you may see strings in English. For example, you may see "From" and "To" strings.
Such strings will not display in English in the production report. 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:
UPDATE rpt_reportingadministrations SET rad_fullexportrequested = '0'; The Service Desk Reporting
User Guide contains installation and configuration procedures for all
three Service Desk report packs, as well as report descriptions for all three report packs. Looking for this information
in Service Desk documentation (the SD 5.0 Installation Guide, the SD 5.0 Service
Level Manager Guide, and the SD 5.0 Administrator Guide) is no longer necessary.
QXCR1000318937 -
Incorrect information in Chapter 6 of the Service Desk 5.0 Installation
Guide a. Chapter 6 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 May 2006 report pack CD-ROM. b. Chapter 6 states
that "trendadm" is the default username/password [Section "View Service Desk
Reports": pages 134-135]. This is partially incorrect. Login using username
"trendadm" and the password that was configured for that
user. 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.
Documentation Errata
Support
Legal Notices