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

a19 Asset Scanner | Floating Bar Code Reader | Ivanti Service Manager | Android Mobile Application

Works with any Android mobile device (phone/tablet) that has a camera.

Floating button can be used anywhere in android, no matter what mobile browser or app you have open. Whether it’s the Ivanti Service Manager Android Mobile App, the Ivanti Asset Manager Mobile App, any mobile browser logged into Ivanti Service Manager, or any Android App.

a19 Asset Scanner | Floating Bar Code Reader | Ivanti Service Manager | Ivanti Asset Manager | Android Mobile Application    Works with any #Android mobile device (phone/tablet) that has a camera.       Floating button can be used anywhere in android, no matter what mobile browser or app you have open.  Whether it's the #IvantiServiceManager #AndroidMobileApp, the #IvantiAssetManager Mobile App, any #mobilebrowser, or any #androidapp    Watch this demo with #IvantiAssetScanner and the #a19AssetScanningWizard for #AssetScans and #PackingSlipScans      Works with any Ivanti Roles. Service Desk Analyst, Service Desk Manager, Self Service, etc. and of course the Asset Scanner role.       No special hardware needed.  That means you do not need to purchase a handheld android scanner ($500.00+) and deal with a clumsy bulky handheld scanner that is a little archaic.  Instead you can use your phone or tablet camera.    But wait, there is more.  #iOS #iPhone and #iPAD mobile app is coming soon!      Contact me for site or volume licensing

Works with any Ivanti Roles. Service Desk Analyst, Service Desk Manager, Self Service, etc. and of course the Asset Scanner role.

No special hardware needed. That means you do not need to purchase a handheld android scanner ($500.00+) and deal with a clumsy bulky handheld scanner that is a little archaic. Instead you can use your phone or tablet camera.

a19 Asset Scanner | Floating Bar Code Reader | Ivanti Service Manager | Ivanti Asset Manager | Android Mobile Application    Works with any #Android mobile device (phone/tablet) that has a camera.       Floating button can be used anywhere in android, no matter what mobile browser or app you have open.  Whether it's the #IvantiServiceManager #AndroidMobileApp, the #IvantiAssetManager Mobile App, any #mobilebrowser, or any #androidapp    Watch this demo with #IvantiAssetScanner and the #a19AssetScanningWizard for #AssetScans and #PackingSlipScans      Works with any Ivanti Roles. Service Desk Analyst, Service Desk Manager, Self Service, etc. and of course the Asset Scanner role.       No special hardware needed.  That means you do not need to purchase a handheld android scanner ($500.00+) and deal with a clumsy bulky handheld scanner that is a little archaic.  Instead you can use your phone or tablet camera.    But wait, there is more.  #iOS #iPhone and #iPAD mobile app is coming soon!      Contact me for site or volume licensing

But wait, there is more. iOS, iPhone, and iPad mobile app is coming soon!

Contact us for site or volume licensing

ivanti-best-practice-system-latest-solutions-by-a19-consulting-ivanti-professional-services-since-1996-former-kifinti-consultant-ivanti-service-manager-HEAT

Ivanti Best Practices

The ITxM Space (ITSM, IT Service Management, ITAM, IT Asset Management) has never been more exciting, as is the transformation to ESM (Enterprise Service Management).

Experience dictates that the happiest Ivanti Customers are those that are actively following Ivanti Best Practices.

Best source for Ivanti Best Practices

Ivanti does a pretty good job at providing best practice advice and marketing material, but if your’e looking to take your Ivanti Service Manager implementation or upgrade to the next level, then you owe it to yourself to seek the advice of a professional services company that has been there in the trenches, implementing Ivanti Service Manager (formerly HEAT by Frontrange) since 1996.

Best Practice advice is good. Experience Is Better!

There is no doubt that Ivanti is a leader in the ESM space, but when it comes to professional services, implementations, upgrades, configurations, integrations, latest solutions, and best practices, then professional service experience of consultants trumps that of a software company. Every time.

Ivanti Business Partners and Independent Consulting companies such as www.a19consulting.com are there in the trenches, dealing with the day to day, operational challenges, supporting customers long after Ivanti has done their sales presentation.

Are you getting the most out of your Ivanti Implementation?

You aren’t. Guaranteed! The most important decision you need to make to take your Ivanti Implementation to the next level is contacting an Ivanti Professional Services provider with Best Practice experience.

Introducing the Ivanti Best Practice System

Developed by a veteran Ivanti Consultant and Systems Developer, who has consulted for and mentored Frontrange Business Partners (Change Control, Avante Solutions) and Ivanti Business Partners (Kifinti Solutions, DDS IT) alike.

http://ivanti.bestpractice.systems

Join other Ivanti Customers and Ivanti Business Partners and contact us, we are here to help.

Ivanti Cloud Calendar

Must Have for Ivanti Developers

The Ivanti Cloud Change Calendar is a must have for Ivanti Developers and Administrators to view upcoming changes to their ISM Cloud tenants (STG/UAT/PROD).

To access the change calendar, follow these steps:

1. Log into the Ivanti Support Portal at https://support.ivanti.com
2. At the top of the screen, click ‘Profile and Account’
User-added image
3. Click ‘Cloud Calendar’

Ivanti Service Manager - Cloud Change Calendar - Must have tool for Ivanti Developer and Ivanti Administrator
Ivanti Service Manager – Cloud Change Calendar

4. Hover the mouse over a calendar entry to see more details about that record.

Ivanti Service Manager On-Premise Release Schedule

Upcoming Ivanti Service Versions

Ivanti Service Manager 2020.2 – July 24, 2020  

2020.3 – Planned October 2020
2020.4 – Planned December 2020

Current Version
2020.1 – Ivanti ITxM Download 2020.1

Previous Versions
2019.3.x – Ivanti ITxM Download 2019.3
2019.1 – Ivanti ITxM Download – 2019.1
2018.3.1 : Ivanti ITxM Download – 2018.3.1

Ivanti Service Manager – On-Premise – Release Schedule – ITxM 2019

Ivanti ITxM 2019.1 – Available for Download

Ivanti ITxM 2019.3 – Planned November 30, 2019

Release Description

For Ivanti Service Manager customers:

There is no change or update to the installation process, you will update your Service Manager system as usual; ignoring the Asset Manager installation components.  If you are interested in reviewing or purchasing the Ivanti Asset Manager solution, please contact your Account Manager.

For Ivanti Asset Manager customers:

When you run the installer you will have a choice to install Asset Manager or Service Manager.  If you only purchased Asset Manager, select this option and continue through the installation routine, ignoring the Service Manager components.  If you are interested in reviewing or purchasing the Ivanti Service Manager solution, please contact your Account Manager.

For customers who have purchased BOTH Ivanti Asset Manager and Ivanti Service Manager:

Asset is a package that sits on top of the service content.  To get both Asset and Service, in the installer choose Asset Manager.  You will need to assign roles to user to get access to appropriate functions between Service and Asset.