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

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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

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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

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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

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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

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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

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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

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