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 SD Helpdesk Report Pack provides detailed information about the service calls,
incidents and problems that you are managing. 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 If you have Service Desk 4.5, you must install a datapipe in addition to the SD HelpDesk Report Pack. Before you
install the report pack and the datapipe, you must perform the following configuration tasks:
For details about these tasks, refer to the Service Desk Reporting User Guide, September 2006. 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 HelpDesk 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. 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, revised September 2006, 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's
Guide) is no longer necessary. QXCR1000318937 - Incorrect information in the Service Desk 5.0 Installation Guide a. Chapter 6 of the SD 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
May 2006 Report Pack CD. b. Chapter 6 of the SD 5.0 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. 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
Pre-Installation Configuration Tasks, Service Desk 4.5 Only
Installation
Post-installation Tasks, Service Desk 5.0
Enhancements and Fixes
QXCR1000327766 - Service Desk reports show different totals for same category.
QXCR1000331248 - Incorrect report descriptions in Service Desk RP.
Known Problems, Limitations, and Workarounds
Documentation Errata
Support
Legal Notices