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Problem #89360 for Ivanti Service Manager 2022.1 Upgrade breaking Integration Log Error Stats attachments

With the upgrade to Ivanti Service Manager 2022.1 there is one problem that you might be experiencing with Data Import Integrations not producing Error Stats attachments.

Ivanti is aware of the issue and is actively working on Problem #89360

Note that depending on your Data Centre, your tenants (STG/UAT/Production) may have been upgraded to the latest release. For example, Australia, UK, Europe have been upgraded, while Canada USA is just starting to roll out the 2022.1 release to DEV (STG/UAT). Check your Ivanti Maintenance Notifications here

UPDATE: As of May 2022 the issue with Integration Log Errors Stats attachment creation has been resolved.

Ivanti HEAT Neurons ITSM Training Administrator Developer Consultant UK Europe Australia Canada USA

What makes a great Ivanti HEAT Administrator/Developer?

One of the most common Ivanti HEAT Implementation challenges identified by clients is “Admin Training“. What seems like an easy quick fix is actually more complicated. It takes more than just Ivanti Training Academy access, Ivanti Business Partner training, and guidance from a seasoned professional. The root cause is really finding the right individual.

But before we get to that, it is important to understand the history of Ivanti Neurons for ITSM, aka Ivanti Service Manager aka HEAT.

Back in the HEAT for Windows days, prior to the emergence of ITSM, long before Ivanti acquired Frontrange and the HEAT Product line, the HEAT product was much simpler. There was less configuration, less complexity, less features, less configuration tools, and the architecture was quite simple. In turn training was somewhat cut & dry. Just a few days of admin training and a couple more days of advanced training. Those days are over.

One thing that hasn’t changed, is the need for the right individual to perform Ivanti HEAT Administration. It’s not for everyone.

Fast forward to today, Ivanti Neurons for ITSM (aka Service Manager aka HEAT) has evolved extensively and in turn the learning curve has increased so much so that many HEAT Admins struggled with HEAT ITSM Admin, and struggle even more so with Ivanti Service Manager aka Ivanti Neurons for ITSM Admin.

Even Ivanti HEAT Developers/Consultants/Freelancers have struggled. There are many long-time Developers/Consultants/Freelancers that with 10 years experience are still considered junior. Ivanti Business Partners struggle finding and retaining Ivanti HEAT Architects and true senior developers/consultants worthy of bearing the title. Arguably we shouldn’t look at the title but evaluate skill set and competence based on # of years experience AND Ivanti HEAT Implementations and even that is not the best measurement as there is quite a range of experience/skill/competence to be considered. Simply put, some consultants are rock stars that get away with playing the same tune over and over again while others are rock stars that made a difference and “rocked” the world with something new that nobody else could or perhaps can pull off again.

So what makes a great Ivanti HEAT Administrator? First and foremost. Self-starters. This is quite a paradox really because the best HEAT Administrators are self-taught and didn’t require what many clients ask for, training. Don’t get me wrong, everyone has to start somewhere and needs a little bit of help, a push, and some documentation. Ultimately though the best Ivanti HEAT Administrators are self-taught and hit the ground running. There really is no substitute for experience. There is no rock-star school or training for the rock idols everyone wants to be like. There are just some basic lessons on how to play the guitar and the rest is up to the individual. No different than online help and the Ivanti Training Academy. You get it or you don’t.

However it’s not all or nothing. There are varies levels of HEAT Administration. Just like there are varies levels of rock stars, including those playing for fun in basements or at the neighbour hood pub.

What are the levels of Ivanti HEAT Administrators?

There are really three types of HEAT Administrators. 1. Those that take care of basic data administration (validation tables, picklists, employee team associations, role changes), create/modify saved searches and quick actions, research the occasional error, maybe dabble in more advanced configuration with the help of some knowledge articles or Ivanti support. 2. Intermediate Administrators that make basic form changes, create business rules, perhaps even relationships and basic data imports. 3. Advanced Administrators that make major configuration changes, introduce new features & functionality, advanced data import connections & integrations, workflows, automation, request offerings, etc. These admins are mostly self taught and have an ability to pick up configuration without much if any training.

Sounds easy enough right? In theory yes. In practicality it’s not as easy and there is one type of individual that trumps all of the Ivanti HEAT Admin levels and makes the Advanced Admin’s head explode with configurations & developments that everyone else, including Ivanti, said it couldn’t be done. Lets face it there are HEAT Administrators and then there are long-time seasoned developers & consultants that can carry out advanced administration in their sleep where others struggle. What’s as common as dirt to them is like an atomic bomb to others. Simply put, there are mechanics that perform oil changes, then there are those working from their home, or a small shop, or a big company, versus mechanics that travelled the globe with not one but several word class racing teams. Every level is important. What sets the levels apart are the results thanks to skill set, experience, competence, self-motivated, problem solver. You don’t become great at something because you take a training course. You problem solve and put in the time & effort to learn on your own. After all, practice is the mother of skill.

With 26+ years Ivanti HEAT Experience and 100+ Ivanti HEAT Implementations worldwide in the UK, Europe, Australia, Canada, and the US, the topic of Ivanti HEAT Administration and Training is one that I’ve seen change over the years and encounter on a regular basis. Bottom line is that sometimes you need more than training. Perhaps it’s time that you considered getting an expert in to take your Ivanti HEAT System to the next level. After all there are three things to consider. 1. The things you know you know. 2. The things you know you don’t know. 3. The things you don’t know that you don’t know. With that said…


You are NOT. Not until you talk to me. Guaranteed!

Question from an ITSM client regarding their Ivanti Service Manager tenant: If needed, are we able to create a separate instance for the AP ticketing?
  1. Q & A. Separate Ivanti Service Manager (ISM) instance for AP?
  2. Do you really need a Project Manager for your Ivanti Neurons for ITSM/ITAM Implementation?
  3. What makes a great Ivanti HEAT Neurons Administrator/Developer/Consultant?
  4. Ivanti Developer or Consultant?
  5. Is Ivanti a Professional Services Provider?
Ivanti HEAT ITSM Consultant UK EU Ireland DACH Australia New Zealand Canada USA Ivanti Service Manager Ivanti Asset Manager ITAM Ivanti Neurons

Ivanti Developer or Consultant?

This is a very common question I get from Ivanti prospects. In fact I rebranded for this reason. It’s not that I like showing of many titles like “Ivanti HEAT Architect“, “Ivanti Developer“, “Ivanti Consultant“, “Ivanti Project Manager”, there is actually a very important distinction. Another reason is that I do it all!

Developers are coders and typically focus on software development, coding, and Ivanti HEAT configuration. Whereas Consultants may be functional, technical, or both, bringing years of industry experience to the table and using their knowledge & experience to advise management in areas such as but not limited to SOPs, standard industry practices, workflows, business processes.

Nowadays most “Consultants” are either A) “Developers” with a hefty daily “consulting” rate that far exceeds a developer’s typical rate. or B) “Consultants” with little hands-on development or Ivanti Implementation experience. By “little experience” I mean less than 10 years and less than 25 Implementations.

It really comes down to competence vs skill. Sure, Ivanti HEAT is “configurable” however the Ivanti ITSM tool has come a long way and does tend to require someone with Development AND Consulting experience to consultant with clients to make informed configuration, architectural, business, functional, and technical decisions.

Experience plays an important factor too, as does the the number of Ivanti HEAT ITSM Implementations. After all, there are many freelancers, and developers disguised as consultants with 5 or 10 years experience however more often than not it’s the same 1 year repeated 5 or 10 times, working on 1 Ivanti HEAT Implementation.

Last but not least you need to consider industry experience, customer revenue & location. You want to find a developer/consultant/freelancer that has experience in many industries. Why many industries and not your industry exclusively? There’s a saying, “What’s as common as dirt in one industry, is an atomic bomb in another!”, that is, you want to leverage best practices & ideas from other industries. Customer Revenue (i.e. Fortune 500 or Global 500) play an important role as well, after all an Ivanti HEAT ITSM Implementation with thousands of employees and dozens of Service Desk staff has different sets of challenges and solutions than a service desk team of 5 supporting hundreds of employees. And this is where location plays an important role as well, multi-national, versus international, vs domestic operations. If you have offices in the UK, EU, Middle East, Africa, Australia, Canada, and the US for example then you likely have another set of challenges, reporting requirements, and solutions that apply to you versus someone based in a city/municipality for example.

Make no mistake about it, combined, experience, and number of implementations as well as solid Testimonials are key to when searching for a competent Ivanti HEAT ITSM “Developer” or “Consultant” or “Ivanti Freelancer”.

Ivanti HEAT ITSM Consultant UK EU Ireland DACH Australia New Zealand Canada USA Ivanti Service Manager Ivanti Asset Manager ITAM Ivanti Neurons

PS: Be sure to read “Is Ivanti a Professional Services Provider?

Ivanti Cloud Status Updates & Maintenance Notifications

Ivanti Cloud Status Updates consist of important Maintenance Notifications and Operational Status Updates for Ivanti London, UK, Ireland, Frankfurt, Australia APAC, Toronto Canada, and North Virginia and Washington Data Centres.

The Ivanti Status Cloud Page is a great way of staying on top of notifications for Ivanti Neurons, Ivanti Service Manager, and Ivanti Asset Manager Cloud Platforms. 

Only snag is that there is nO easy way to see landscape specific updates for your Data Centre.  UNTIL NOW!

For Ivanti Maintenance Notifications specific to your tenants be sure to visit

Ivanti HEAT Neurons ITSM Dragons Den UK Canada Shark Tank US Australia

Lessons Learnt from Dragons’ Den UK and Shark Tank Australia

I started watching Dragons’ Den in Canada and then the US version of Shark Tank. When I ran out of episodes to watch I tuned in to Dragons’ Den UK (The Original) as well as the Shark Tank Australia Spin Off. Another German Spin Off that I tend to watch is “Die Höhle der Löwen” (The Lions’ Den)

What does all this have to do with Ivanti, HEAT, and ITSM? More than you think!

When it comes to proper business analysis and requirements gathering, key is asking the right questions (eliciting requirements), focusing on the topic at hand (Scope), targeting the audience (Decision Maker, Subject Matter Experts), laying down the rules of the Den, and setting expectations. (Project Management).

All too often businesses struggle in the den, whether it’s their evaluation, skill set, lack of business planning, thinking too big (unrealistic expectations) or too small (lack of vision or saleability).

The same applies to Ivanti HEAT Neurons ITSM Implementations. All too often:

  • Developers/Consultants lack implementation experience
  • Developers lack consulting experience, and vice versa, Consultants lack development experience
  • Implementation plans are cookie cutter, blue sky, or virtually non-existent
  • Business requirements have more gaps than solutions
  • Technical requirements are flawed
  • Architecture and Solution Design are afterthought
  • Best Practices are a foreign word
  • Business Process Documentation is non-existent
  • Training is old school and lacks a modern approach

In Summary, I highly recommend you watch a few episodes of Dragons’ Den UK, Canada, and Shark Tank US & Australia, and think about how you can apply the questioning and process of the format to your Ivanti HEAT Neurons Implementation. Better yet. Find yourself a Dragon 😉 and ask yourself…


Ivanti best practices consultant | ivanti service manager | ivanti itsm | HEAT IT service management | Ivanti Asset Manager | Ivanti ITAM

You are NOT. Not until you talk to me. Guaranteed!

I started watching Dragons' Den in Canada and then the US version of Shark Tank.  When I ran out of episodes to watch I tuned in to Dragons' Den UK (The Original) as well as the Shark Tank Australia Spin Off.  Another German Spin Off that I tend to watch is "Die Höhle der Löwen" (The Lions' Den) What does all this have to do with Ivanti, HEAT, and ITSM?   More than you think!
Service Level Agreements SLA Holidays US Canada Australia UK Escalations Horus of Operation HOP Ivanti Business Hours

The SLA’s red headed step child

When it comes to Service Level Agreements (SLAs) there is one important configuration that’s overlooked or forgotten.

When it comes to Service Level Agreements (SLAs) there is one important configuration that's overlooked or forgotten. Holidays and Exceptions You've likely seen me post Holiday message on Instagram for the US, Canada, UK, Australia, Europe, Singapore, etc.  Make no mistake about it, Holidays are important.   Your SLA clock is likely ticking away when Incident, Service Request, and Task SLAs should be paused! It's somewhat of a straight forward process to configure SLA Holidays & Exceptions. There are two types of "Exception" configurations for your Hours of Operation (HOP) Calendar, aka Business Hours: Recurrent Manual Dates Continue reading at

Holidays and Exceptions

You’ve likely seen me post Holiday message on Instagram for the US, Canada, UK, Australia, Europe, Singapore, etc.. Make no mistake about it, Holidays are important. Your SLA clock is likely ticking away when Incident, Service Request, and Task SLAs should be paused!

It’s somewhat of a straight forward process to configure SLA Holidays & Exceptions.

There are two types of “Exception” configurations for your Hours of Operation (HOP) Calendar, aka Business Hours:

  • Recurrent
  • Manual Dates

Recurrent are pretty straight forward, for example every New Year’s Day, which is the 1st non-working day of January. That’s right, not the 1st of January, because that could fall on a weekend and then get pushed forward to Monday.

Manual Dates can be further grouped into two categories.

Recurrent Exceptions

For example, Fourth of July in America, Canada Day on July 1st, and all sorts of other country/state holidays have a set date that we can set up as recurring BUT there are exceptions for when these holidays either a) fall on a weekend or b) your company observes additional / substitute days.

Yearly Set Exceptions

Then there exceptions that occur yearly that do not have a set schedule or date. For example Easter Friday, Easter Monday, and in Australia the Queens Birthday is even observed in different months and days per region all together.

Manual Dates you will want to set for the next 5 or 10 years and then create a reminder or task to update these again!

Clear as mud right? Well wait, there is more. Some states/provinces/territories or even countries may observe holidays of their own. In which case you have to either come up with a “blended” calendar, use your company’s official HR calendar, or create custom hours of operation calendars for the states/provinces/territories or countries and use the customer’s location to drive the HOP used for SLAs. But that’s a topic for another day!

ivanti podcast - heat ism - ivanti service manager - former Kifinti Solutions Consultant - SDLC - ESM - UAT

Former Kifinti Solutions Consultant launches Ivanti HEAT ISM Podcast

Ivanti HEAT ISM Podcast covers popular Ivanti Service Manager (HEAT ISM), SDLC, ITSM, ITAM, and ESM Topics, latest solutions, best practices, and is available on Anchor, Spotify, Google Podcasts, Apple iTunes, Breaker Audio, Castbox, Pocket Casts, Radio Public, Listen Notes, and of course via RSS Feed

your Ivanti Podcast Host

LONDON – April 27, 2021 – PRLog — “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.

I decided to create the Ivanti HEAT ISM Podcast as an extension to my Ivanti HEAT ITSM Blog as podcasts are more powerful than a blog entry and allow me to quickly share relevant Ivanti HEAT ISM Information,” says Gregor Anton, a former Kifinti Solutions Consultant.

 is a unique and distinctive authority in the Enterprise Service Management space with his consulting and development experience and extensive insight to best practices going back to 1996 with the HEAT and now Ivanti Service Manager (ISM) and Ivanti Asset Manager (IAM) products.

Providing HEAT ITSM Best Practices and now Ivanti Best Practices, with his tried, tested, and true implementations, and upgrades, Gregor now focuses on his company, a19 Consulting, his a19 Ivanti Best Practices System, a19 Ivanti Mobile Applications (Android, iOS)Ivanti ITSM Blog, and now Ivanti HEAT ISM Podcast.

Gregor has been developing, streamlining, and implementing best practices and latest solutions for fortune 500 companies and Frontrange Business Partners (Change Control, Avante Solutions, Kifinti Solutions) and Ivanti Business Partners (Kifinti Solutions, DDS IT), worldwide.  The testimonials speak for themselves.

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).

Are you getting the most out of your Ivanti Implementation?
Not until you contact a19 Consulting to take your Ivanti Implementation to the next level!

PS:  Have an Ivanti Topic or Question you’d like us to cover?  Submit at