Overview
Installation Notes
Enhancements and Fixes
Known Problems, Limitations, and Workarounds
Documentation Errata
Local Language Support
Support
Legal Notices
The SD Change Management Report Pack improves your ability to manage change by providing
visibility into the changes that are happening to your IT services and
your IT infrastructure. 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 Chapter 6 of the Service Desk 5.0 Installation Guide (http://ovweb.external.hp.com/ovnsmdps/pdf/SD_Install_Guide.en.pdf) covers installation
prerequisites and the configuration tasks required to set up Service Desk Reporting Components. Although
pages 129-130 of the Service Desk 5.0 Installation Guide attempt to explain how to install the Service
Desk Change Management Report Pack, the explanation is flawed. The following procedure is complete and accurate.
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/ovpi_timer start Sun: sh /etc/init.d/ovpi_timer start Post-installation Tasks Export the Change
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 more details about the export process, see Chapter 12 of the Service Desk 5.0
Administrator's Guide (http://ovweb.external.hp.com/ovnsmdps/pdf/SD_Administrators_Guide.en.pdf). For details about the
reports in the Service Desk Change Management Report Pack, see Chapter 13. 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 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 Change Management 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