ivanti asset manager mobile app asset bar code scanner font generate barcodes asset scanning ivanti service manager mobile app

Generating Bar Codes

There has been quite a bit of talk about Asset Barcode Scanning but lets back up a little. How do you generate barcodes?

Barcodes are basically a “font” that you can apply. So anywhere you can use fonts, you can convert a field’s entry to a bar code.

Sound easy right? It’s a little tricky with Ivanti Service Manager as you have limited access to fonts.

You can use an HTML field with that utilizes the Google Font API, for example:

<!DOCTYPE html>

<html>

<head>

<link href=’https://fonts.googleapis.com/css?family=Libre Barcode 39′ rel=’stylesheet’>

<style>

body {

  font-family: ‘Libre Barcode 39’;font-size: 22px;

}

</style>

</head>

<body>

<h1>Libre Barcode 39</h1>

<p>$(YOURFIELDNAME)</p>

</body>

</html>

OR

<!DOCTYPE html>

<html>

<head>

<link href=’https://fonts.googleapis.com/css?family=Libre Barcode 128′ rel=’stylesheet’>

<style>

body {

  font-family: ‘Libre Barcode 128’;font-size: 22px;

}

</style>

</head>

<body>

<h1>Libre Barcode 128</h1>

<p>$(YOURFIELDNAME)</p>

</body>

</html>

The result will look like this:

Ivanti Service Manager Generate Barcode

Of course replace $(YOURFIELDNAME) with the field holding the value you want to display as a bar code, for example $(AssetTag)

Finally you need to either create a quick action button that pastes the html code into an HTML field or you can use business rules to update the html field.

Last but not least, you could use url injection and open a new tab or workspace with the resulting url, for example:

https://fonts.google.com/specimen/Libre+Barcode+128?preview.text=a19ConsultingIvantiPodcast

Notice the preview.text=, replace a19ConsultingIvantiPodcast with your field, $(AssetTag) for example.

Of course you will need to find a site that generate a very clean results or host your own.

What is the difference between UAT Testing and System Testing? Ivanti HEAT ISM Podcast | Best Practices | Tips & Tricks

This Ivanti Service Manager (HEAT ISM) Podcast Episode focuses on the difference between UAT Testing and System Testing. This is the audio portion of my You Tube Video from October 6, 2020. For more great content be sure to check my blog at https://ivantiservicemanagerconsultant.wordpress.com
  1. What is the difference between UAT Testing and System Testing?
  2. Introduction to Ivanti Neurons
  3. Ivanti Bar Code Scanning for Assets, Packing Slips, and more
  4. Ivanti to Acquire Cherwell to Enable End‑to‑End Service and Asset Management
  5. What is User Acceptance Testing (UAT)?
ivanti-best-practices-error-logging-into-ivanti-service-manager-unable-to-login-at-this-time

SCCM Integration fails on 1st attempt, successful on second attempt

Thought I’d share a strange SCCM Connection issue with the Ivanti Service Manager (HEAT ISM) Integration. Cloud, VPN, SCCM 2010

The 1st connection attempt fails with error: 40 – Could not open a connection to SQL Server

The 2nd connection attempt is successful (no changes made to settings)

This is an issue for scheduled SCCM imports that are set to nightly and the import shows as complete but actually fails with zero batches and records processed. 

Manually running the connection experiences similar symptoms and testing the connection sometimes gives an error the first time around but is ok the second time around.

HEAT Ivanti Service Manager (ISM) SCCM Integration Issue with VPN Workaround:

To overcome this SCCM Integration issue, at first I attempted creating a second schedule with the same SCCM Integration but didn’t seem to work and the SCCM Integration ran, showed as completed, but had zero bathes and records.

Then created a second dummy SCCM Integration, with a filter that produced zero records, and scheduled it 15 minutes prior to the actual SCCM Integration.

That seems to have been working so far.

Ivanti finally came back and recommended to look into the “keep alive” setting on the VPN, as it may be getting in the way .

Be sure to catch my Ivanti HEAT ISM Podcast here https://open.spotify.com/show/2vuxE1mrud0as77HfS0YQD #Ivanti #HEAT #IvantiITSM #IvantiServiceManager #Podcast #IvantiAssetManager #Consultant #Developer #ProfessionalServices

Ivanti HEAT ISM Podcast

My podcasts cover popular Ivanti Service Manager (HEAT ISM), SDLC, ITSM, ITAM, and ESM Topics.

Why Podcasts? Sometimes podcasts are a great medium to share information. Podcasts are quick and easy to create, powerful, and also convenient to listen to on the morning commute, lunch break, or while travelling. Plus you can download Podcasts for offline listening.

Personally I like to download a few hours worth of Podcasts whenever I’m travelling or stuck somewhere and want a break from reading or watching videos.

You can find my Podcast on

What is the difference between UAT Testing and System Testing? Ivanti HEAT ISM Podcast | Best Practices | Tips & Tricks

This Ivanti Service Manager (HEAT ISM) Podcast Episode focuses on the difference between UAT Testing and System Testing. This is the audio portion of my You Tube Video from October 6, 2020. For more great content be sure to check my blog at https://ivantiservicemanagerconsultant.wordpress.com
  1. What is the difference between UAT Testing and System Testing?
  2. Introduction to Ivanti Neurons
  3. Ivanti Bar Code Scanning for Assets, Packing Slips, and more
  4. Ivanti to Acquire Cherwell to Enable End‑to‑End Service and Asset Management
  5. What is User Acceptance Testing (UAT)?
ivanti global academy ivanti service manager heat training consultant experience online training course a19 consulting kifinti solutions

What is the Ivanti Global Academy?

The Ivanti Global Academy is a comprehensive and self-paced training environment that starts at about $5000USD and offers basic HEAT Admin and foundational Ivanti Service Manager courses, videos, and exams.

If you’re new to Ivanti HEAT ISM then this will be a good starting point to cover the basics. To take your Ivanti Service Manager (HEAT) Implementation to the next level, you will want to save yourself time, energy, stress, and money, and contact a seasoned Ivanti HEAT Consultant.

You know the best way to gain the knowledge of someone with 25+ years of Ivanti HEAT Experience?

25 years of experience… There are no shortcuts!

Ivanti Service Manager HEAT Incident Customer History Quick Action UI Action

How to show Customer History using Quick Action

One of the HEAT Classic Features that is frequently requested is to bring back the customer history. There are several implementations for this, yesterday covered how to implement Incident Customer History for Related Items, aka Object Matching, today we will cover how to show Customer History using a Quick Action.

  1. Create a UI Quick Action for Incident
  2. Scope: ObjectWorkspace
  3. Command ID: Search
  4. Confirmation: null
  5. Command Data:

‘ObjectType’:’Incident#’,
‘SearchCriteria’:[
{‘ObjectId’:’Incident#’,’FieldName’:’ProfileLink_RecID’,
‘Condition’:’=’, ‘FieldValue’:’$(ProfileLink_RecID)’}
],
‘FillSearchPanel’:’true’

Save and add to the Incident Layout Form View Toolbar with disabled expression:
$(nvl(ProfileLink_RecID, “”) == “”)

One of the HEAT Classic Features that is frequently requested is to bring back the customer history. There are several implementations for this, today we will cover how to implement Incident Customer History for Related Items, aka Object Matching.

How to show Customer History in Related Items (Object Matching)

One of the HEAT Classic Features that is frequently requested is to bring back the customer history. There are several implementations for this, today we will cover how to implement Incident Customer History for Related Items, aka Object Matching.

  1. Open the Incident Layout you wish to implement this for
  2. Open the Form View
  3. Click “Edit Matching Settings
  4. Edit the Existing Incident Object
  5. Click Edit Filter
  6. Edit the “Resolved Filter” and change it to “Resolved + Customer History
    Note that you could add a new filter but then the user has to select that filter manually or disable
  7. set Condition to $([MatchedObject]Status == “Resolved” OR [MatchedObject]ProfileLink_RecID==ProfileLink_RecID)
  8. Save all your changes
  9. Refresh your Browser
  10. Test your Changes
  11. Like my Blog and tell all your friends!
One of the HEAT Classic Features that is frequently requested is to bring back the customer history. There are several implementations for this, today we will cover how to implement Incident Customer History for Related Items, aka Object Matching.

Tips & Best Practices:

You can add additional filters or edit existing filters to show:

  • Master Incidents
  • Incidents from Employees with the same Org Unit, Department, Location
  • Incidents that are Logged or Not Closed (where you want to see what similar Incidents are out there that haven’t been Resolved/Closed
email nightmare best practices heat ivanti service manager ism

Email, productivity tool or time-waster?

Email was a great productivity tool, back in the 1990s! In the HEAT Classic Days.

Nowadays managing your inbox can be a full time job, and those notifications that you thought were great at scope of work or solution design workshops, quickly become annoying, forgotten, and filtered to some folder you’re quite frankly just going to purge when your mail account runs out of storage space.

Notifications are good but Dashboards, Targeted Emails, and Email Summaries are better.

Here are some quick tips and a19 Best Practices to reclaim your email inbox and use email as it was intended to, as a communication tool. Effective communication that is!

  • Limit Escalation Notifications to P1 and P2 only on Breach. For everything else use dashboards or the a19 SLA Status Indicator.
  • Limit Team/Individual Assignment Email Notifications to P1 and P2 only.
  • Limit Customer Emails to Incident/Service Request Creation, Update, and Closure Only.
  • Phase-out incoming email where possible and encourage the use of Self Service. My clients have found a 50% drop of support calls and emails with the a19 Self Service Implementation along with an increase in efficiency by streamlining underlining workflows.
  • Use Dashboards to review important metrics such as Items requiring attention, whether Incidents, Service Requests, Tasks, and so on.
  • Use Email Summaries for situations where Ivanti ISM (HEAT) Users are not able to check their Dashboard Daily. Summaries can be created to show the same metrics as dashboards, on a schedule (every morning, after lunch, and so on) for example, all Tasks assigned requiring acceptance or resolution, overdue tasks, Incidents requiring an update/action, and so on.
  • Use a central email notification template. Managing the OOTB email notifications can be time consuming, often requiring a “simple” change in many business rules, quick actions, and workflows. Use a19’s Central Email Notification template instead.
  • Keep Email Details Simple. There is a tendency to include as many details as possible within an email.  That was a great strategy back at the turn of the century when you only received a handful of emails, but in today’s fast paced world, there are likely going to be many email updates, and those can turn out to be counter productive and confusing as individuals read, act, and reply to emails that are long outdated.   The better approach is to have only essential details in an email message with a link to the current details in the system.  
  • Automate system generated notifications, for example, security certificates expiring, low disk space, outages, to automatically generate service requests in your system and auto-assign the appropriate teams and individuals.

Email was great back in the day. It’s time to face the news and re-evaluate when and how to use Ivanti ISM (HEAT) email notifications to communicate more efficiently and implement the latest best practices.

ivanti-best-practices-by-a19-consulting-ivanti-professional-services http://ivanti.bestpractice.systems

What is Regression Testing?

Regression testing refers to testing of existing functionality to ensure that recent changes do not adversely affect existing features. 

For example, when implementing Asset Management, the existing Incident functionality is tested to test use cases such as creating an incident, creating a task, updating incidents, closing tasks, incidents, etc

In addition to UAT Test Scripts, you will want to do a comparison of existing workspaces, existing functionality, and existing features, to ensure existing functionality has not been impacted.

Ivanti Best Practice:  If you want to run Ivanti Service Manager UAT and PROD tenants side by side, you need to use a different browsers (not just different tab), as otherwise the browser cache may become corrupted or cause issues.  So for example you can use Google Chrome for UAT and Internet Explorer for PROD.

For more information about the a19 Consulting – Ivanti Best Practice System be sure to contact us!

ivanti-best-practices-error-logging-into-ivanti-service-manager-unable-to-login-at-this-time

Unable to Log into Ivanti Service Manager

The most common causes for Ivanti Service Manager login errors are:

  • Ivanti License Server not running (On-Premise)
    see error message below and start Ivanti Licence Server service
  • Ivanti License has expired (On-Premise)
    see error message below and check your license keys are valid
  • Ivanti Account is disabled or locked out
    have your HEAT Admin check your Employee profile’s Authentication and/or Unlock your account

You cannot login to the system now. Please contact your administrator. Additional information is available in the logs

On Premise – This error typically appears when Ivanti Service Manager Service is not running. Check your on-premise server’s Ivanti Services

Ivanti Best Practices - UAT Testing - Test Cases - Ivanti Service Manager - Ivanti Asset Manager - HEAT - a19 Consulting - Ivanti Professional Services

UAT Test Script Case Example

One of the biggest issues with writing UAT test cases, is knowing where to start and insisting on building your test script around the software. The fact is, you do not need access to Ivanti Service Manager (ISM, powered by HEAT IT Service Management) and it is actually encouraged not to use ISM at all when devising UAT Test Scripts.

Writing UAT Test Scripts for ISM HEAT is not unlike writing a letter to a long lost friend. At first you don’t know where to start, the first few words are tough to get out. But as you start writing, and you focus on the subject matter, the words turn into sentences, paragraphs, and pages.

Same goes for UAT Test Cases. Start simple, and remember, it’s about defining test cases for day-to-day job functions, not system testing of software, features, or functionality.

You should focus on:

  • Test Script Case Subject | What are we validating?
  • Test Script Case Details | Optional if you need to expand on the subject at hand
  • Subject Matter Experts | Who is validating?
  • Input Steps | What are the steps, think SOP, that testers need to take to carry out the test
  • Input Data | Sample test data and supporting artifacts
  • Expected Results | What is the expected output?

For example, if you were to write use cases for a kitchen, you would make a list of all the use cases (criteria if you will), such as Making Breakfast, Making Lunch, Coffee, Washing Dishes, etc. You don’t need to have a kitchen, and you don’t need to cook an omelette to document a use case for breakfast. All you need to do is visualize the steps, intended input, and expected results. High level, bullet form. Anything more becomes training documentation.

In this Use Case example, steps would be prepare ingredients, follow recipe, cook, season to taste, and eat. Input would be your ingredients, output is an omelette. The case steps may reference a combination of training materials (how to crack eggs, mix ingredients, recipe steps if you will) and standard operating procedures, aka SOPs (using the stove, properly food handling, storage, etc). Training materials and SOPs are important references, however separate from UAT Test Script Cases.

As you can see, UAT Test Cases should be simple, high level, and do not require ISM HEAT access, and shouldn’t be confused with Training Materials or SOPs. You should consult Subject Matter Experts (SMEs), the end users, to ensure you have covered all the possible scenarios. In this example, this would be the chef. In the real world this could be the Service Desk Manager, Service Desk Analyst Lead, Storage Techs for Asset Scanning and Storage Management, Procurement Lead for Accounting, Purchase Order related cases, and so on.

Last but not least, your focus should be on Test Case Scenarios, not features, functionality, or software. That’s System testing. We’re not testing the recipe or stove’s every button and dial. We are constructing high level use cases and scenarios, of day-to-day operations.

If you’re looking for sample ISM UAT Test Cases and Scripts from the a19 Consulting – Ivanti Best Practice System then be sure to contact us! We’ve been providing HEAT (now Ivanti Service Manager) Professional Services since 1996 and can help!