Without fail almost every customer, in every part of the word, UK, EU, Australia, Canada, US is annoyed with the overwhelming number of Saved Searches, especially for the main business objects like Incident, Service Request.
It’s great that the system has so many OOTB saved searches, but what if you don’t use some features, like Chat for example.
How do you quickly and easily hide (not and never remove) saved searches?
First off, unfavorite. Secondly use the Admin console and set the “Hide Expression” to $(GetGlobal(“ChatEnabled”)!=True)
Global Constants are great for hiding / showing items as you need to. After all you don’t want to re-create saved searches or change all of them again if you can just set the Global Constant.
PS: Why use !=True? If you don’t know, then maybe you’d like some one-on-one coaching 🙂
Holding down ALT will show you the “keyboard shortcuts” (hot keys) that are available. with Ivanti Neurons for ITSM/ITAM aka Ivanti Service Manager (HEAT).
Top-Level Menus
KEYBOARD SHORTCUT
ACTION
Alt+W
Opens the More… menu from the top-level header bar. This is where you see all the workspaces available to you. This does not work from inside dashboards.
Business Object Workspaces
These keyboard shortcuts may or may not be available, depending on the specific business object workspace.
KEYBOARD SHORTCUT
ACTION
Alt+A
Opens the Action Menu.
Alt+C
Closes the record.
Alt+D
Deletes the record.
Alt+E
Starts a remote control session.
Alt+G
Opens the Go To… menu.
Alt+H
Posts a message to the Social Board with the record.
Alt+I
Pins the record to the watch list.
Alt+L
Shows the list view.
Alt+N
Creates a new record.
Alt+Shift+N
Shows the New… menu, which allows you to create a new record from a template.
Alt+P
Adds a problem to the record.
Alt+R
Refreshes the workspace.
Alt+Q
Requests a change.
Alt+T
Prints the record.
Alt+U
Attaches an issue and resolution article.
Alt+/
Opens the quick search menu.
Alt+\
Opens the saved search menu.
Alt+Tab
Moves to the next control.
Alt+Shift+Tab
Moves to the previous control.
Keyboard Shortcuts in a Workspace
List View
All keyboard shortcuts available in the business object workspaces, plus the following additional keyboard shortcuts:
KEYBOARD SHORTCUT
ACTION
Alt+D
Deletes a record.
Alt+E
Resolves the record.
Alt+P
Prints the record.
Form View
KEYBOARD SHORTCUT
ACTION
Alt+C
Closes a record.
Alt+D
Deletes a record.
Alt+H
Shares the record.
Alt+L
Opens the list view.
Alt+S
Saves the record.
Alt+Shift+ right arrow
Moves to the next record.
Alt+Shift+left arrow
Moves to the previous record.
Alt+Shift+K
Used for forms that have tabs. Moves to the next child panel or header form. This is the same as clicking on the next tab. For example, in the screen below, if you are currently viewing the Detailstab, if you click Alt+Shift+K, you move to the Resolution Details tab.If you are already viewing the last tab, clicking Alt+Shift+K opens the list of additional tabs. This is the same as clicking the + button on the right (not shown above).
Alt+Shift+J
Moves to the previous child panel or header form. This is the same as clicking on the previous tab.
Tab
Moves to the next control.
Shift+Tab
Moves to the previous control.
Tab
Moves the navigation from the list of tabs to inside the
With the release of Ivanti Neurons for ITSM 2022.1 the Self Service Home Page now has more configuration options for the widgets.
The latest solution Ivanti clients are now re-evaluating the homepage configuration, including the two buttons for “Report an Incident” and “Request an Item”
Home Page buttons for Report an incident and Make a request
This may seem like a very simple solution but it is actually a huge improvement for end users and analysts. Differentiating between Incidents and Service Requests is simple for seasoned consultants however end users struggle with this concept (and so do some analysts). After all, to an end users (the customer), they just want to fill out a “ticket”.
That’s exactly what you can do now, with the latest solution by Ivanti to allow home page configuration.
You can now combine the two buttons into one button and call it “Service Catalog” for example.
That’s exactly what clients on the Ivanti Service Manager 2022.1 release in Australia, UK, and Europe have started doing. If you’re in Canada, the US, or South America, then you’ll need to wait until your scheduled upgrade. Check the latest Ivanti System notifications here.
Ivanti Clients are also choosing user-friendly Category/Subcategories such as “I have an issue with…” and “I need…” to differentiate between “Report an Incident” and “Request Offering” Templates. Client culture dictates the exact wording that users can relate to and easily pick the correct template, whether Incident or Service Request.
In addition to the above, the latest solutions for Self Service are improved load time, custom icons, improved widget controls.
ARE YOU leveraging the Latest Solutions for YOUR IVANTI IMPLEMENTATION?
Recently one of my clients in the UK had an issue where they needed to reset a number of internal HEAT user passwords using the Service Desk Manager role for operations in Singapore.
The challenge was that the “Reset User Password” OOTB quick action and underlying API call can only be run by the Admin role.
The workaround was to add a flag to the employee business object that triggers a workflow to run with a quick action block to call the “Reset User Password” OOTB quick action, which although triggered by the SDM role, would then run using INTERNALSERVICES which has the admin role.
Here is a helpful UI Action to launch a Calendar Workspace.
The calendar workspace scope isn’t documented and you may have a hidden Task UI Action to launch a calendar workspace. In case you missed it here it is:
Best Practice for designing Request Offerings is to always set a Unique ID for your Request Offering form controls.
Unique ID plays a critical Design & Architecture Role
Unique ID is the Parameter Name which in turn is used for searches, filters, and reporting for Service Requests.
Don’t Do This!
What if you don’t set unique id? You will be in a world of pain when you try to search, filter, or report on Service Request Parameters. In the example above you can see the unique id for the Approving Manager for example is combo_10. That’s not meaningful now is it.
You always want to set a your Unique ID to a meaningful name.
Do That!
But that’s not all… You have many request offerings which have many service request parameters. So you need to use consistent unique id’s across all your request offerings.
Use a Data Dictionary for your Service Request Parameters and use it whenever you’re defining Unique IDs to look up existing Unique IDs and to add new ones.
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:
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.Â
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 .
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.
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.
ITSM/ITAM/ESM Blog 
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