Tag Archives: ITSM

IMAP email; Why are incidents being created again?

You may have seen cases where incidents are being created again from emails sent to Novell Service Desk.  This is typically seen when using IMAP as the connection protocol between Novell Service Desk and your email system. When the  scheduled … Continue reading

Posted in Novell Service Desk, Uncategorized | Tagged , , , , | Leave a comment

Emailing Notes to Existing Incidents

Summary In order for Novell Service Desk to accept notes that are emailed to the system and have those notes appended to the request referred to in the subject line, there are a number of requirements that need to be … Continue reading

Posted in Novell Service Desk | Tagged , , | Leave a comment

Novell Service Desk: Using APIs

Before the Christmas / New Year holiday I started looking into Novell Service Desks APIs.  This was for a plug-in which is being created for Brainshare 2013.  You will be able to see it in action during the Novell keynote … Continue reading

Posted in Novell Service Desk | Tagged , , , | 1 Comment

Novell Service Desk: Using custom Item numbers

The CMDB in Novell Service Desk assigns an unique number to each entry at the time of creation.  The main advantage of this is administrative;  you don’t need to worry about it.  However there are drawbacks. Consider ACME Corporate who … Continue reading

Posted in Novell Service Desk, Uncategorized | Tagged , , | 2 Comments

Novell Service Desk: Configuring email routing for multiple teams in an Exchange environment

Create a universal distribution group for each alias you wish to use, with the email address of the alias being assigned to it (ie. it’s name), as documented here:   http://technet.microsoft.com/en-us/library/aa998301(EXCHG.80).aspx   Under the properties of each distribution group, add … Continue reading

Posted in Novell Service Desk, Uncategorized | Tagged , , | Leave a comment

Novell Service Desk: Fixes and features in 7.0.1

Requests Escalating the process of a request now clears the custom field data. Transient e‐mails related to non‐existing SLA breaches due to status change lag are now cleaned. The Solution button for the service requests have been restored. The Link … Continue reading

Posted in Novell Service Desk, Uncategorized | Tagged , , | 4 Comments

Novell Service Desk: Issues importing new users via AD/LDAP authentication since version 7

The following documents what to do if users are getting issues importing new users via AD/LDAP authentication where the errors in the log make reference to primary key errors such as this example entry: Caused by: java.sql.SQLException: Violation of PRIMARY … Continue reading

Posted in Novell Service Desk | Tagged , | Leave a comment

Novell Service Desk: Connecting to Exchange when IMAP or POP3 is not an option

This article documents a workaround for polling an Exchange server where only the MAPI protocol is enabled, leaving IMAP or POP3 disabled. Microsoft Exchange has the facility to enable IMAP and POP3 protocols for accessing mail. Either of these protocols … Continue reading

Posted in Novell Service Desk | Tagged , | Leave a comment

Novell Service Desk: Emailing Notes to Existing Incidents

In order for Novell Service Desk  ( NSD ) to accept notes that are emailed to the system and have those notes appended to the request referred to in the subject line, there are a number of requirements that need … Continue reading

Posted in Novell Service Desk | Tagged , | 1 Comment

Novell Service Desk v7 Beta

In the next few weeks we will be releasing Novell Service Desk v7 Beta for evaluation and testing by interested parties. If you want to be notified when it’s ready, please get in touch at jgiffard at novell dot com

Posted in Novell Service Desk | Tagged , , | Leave a comment