The following steps will allow multiple unload files to be loaded into Service Manager en-mass.

MICROSOFT WINDOWS

From <drive>:\<SERVICE MANAGER INSTALL DIR>\RUN folder in the command prompt execute:

for /f %a IN (‘dir /b ..\data’) do sm file.load %a NULL NULL winnt

UNIX

From <SERVICE MANAGER INSTALL DIR>\RUN folder in the command prompt execute:

for /f %a IN (‘dir /b ..\data’) do sm file.load %a NULL NULL unix

1. Copy the unload file (eg unload_file.unl) into the <SM INST>\RUN directory
2. Open the terminal and navigate to Go to the <SM INST>\RUN directory
3. Execute the command:

For Microsoft Windows: sm -bg file.load <unload_file.unl> NULL NULL winnt

For UNIX: sm -bg file.load <unload_file.unl> NULL NULL unix

Where <unload)file.unk> is the name of the file to be loaded

4. A message will indicate the load succeeded.

Attempting to load an unload file on Windows from the command line can result in an error when the file path contains a backslash ‘\’

For example this command line:

sm file.load c:\clocks.unl NULL NULL winnt

will result in these errors:

RTE E ==>Error!! failed to parse command, execution aborted:
RTE E ‘sm file.load c:\clocks.unl NULL NULL winnt’
RTE E Please examine/correct your parameters, then resubmit the command.

Cause

The backslash character is interpreted as an escape character in which the data following the backslash is read as input.

Fix

Use a double backslash, \\

sm file.load c:\\clocks.unl NULL NULL winnt

to allow SM to read the backslash as a backslash

When the inactivity timer sends a message, the onscreen message is ok but the popup message looks like:

Your inactive HP Service Manager session (UID# 5) will be automatically disconnected in -2132464512 minute(s) 270643684 second(s)

One scmessage record seems to be wrong in the database. This could be caused by migration from earlier SM versions.

Wrong scmessage record :

Class=scbase

Message number=130

Text: Your inactive HP Service Manager session (UID# %ld) will be automatically disconnected in %d minute(s) %d second(s)

To fix this issue overwrite the Text in scmessage record

Your inactive HP Service Manager session (UID# %ld) will be automatically disconnected in %d minute(s) %d second(s)
with
Your inactive session will terminate in %ld minutes,do you want to extend your session time?

How to modify the scmessage record:

1. Command db

2. Table: scmessage

3. Search

4. Search for this scmessage record with class “scbase” and message number “130”.

5. Correct the Text

6. Save the record

Current Helpserver:

Once you have created a global list with the Build List on Startup option selected, Service Manager automatically rebuilds the global list when users log in.

Solution

This is not completely true.

For globallists with “filename” and “limiting SQL” the background process “lister” must run and update the globallist if something has changed.

This kind of global list is not “_automatically rebuild when users log in_”. lister process is neccessary.

The “Build List on Startup” flag does not initiate a “Rebuild” of the list, it just makes the current list available to a new logged in user.

A globallist is new build on either one of these actions:

– press “Rebuild Global list” (current and new sessions get the new list)

– lister process runs on this globallist (expiration is in the past and background process “lister” runs).

This is neccessary for globallists with “filename” and “limiting SQL”.

In SM941 there is an optimization called “lazy loading Global Lists”. In SM940 and before, all globallists (GL) were loaded by applications (APPs) which caused a long login delay.

Since SM941, GL will be loaded into memory by RunTimeEnvironment (RTE) only when it is needed, and for a newly added Global List, a restart of RTE is needed unless the name begins with “$G.gl.”.

Service Desk Interactions with a Notify By value of Telephone will set to Callback status when the linked Incident is closed. However, the ability to reopen the Incident from within the Interactions Required Actions does not exist. Users are presented with a Closed Incident with no ability to reopen it.

Solution

The following steps will work around the problem.

1. Create a new RuleSet with the following:

Name: im.reopen

Available as Action: true

Name: Reopen Incident

Table name: probsummary

Rules: Call a Process "im.reopen"

2. Copy the Workflow "Incident" – along with the RuleSets – and give it a new name

Select the Phase "Closure" in the chart.

In tab "Action", add one action:

Id: Reopen

Action: Reopen Incident

Location: Tray

Action Condition: $G.ess="false" (select Variable $G.ess equal Value false)

3. Assign the new Workflow

4. The ability to reopen the closed Incident is present

When automating the SM deployment process via HPOO, while taking an unload, we need the equivalent RAD command for the "PROCEED" button.

1. Firstly create an unload script to query all backup code, for example, in OOB, there is unload script named "SQL Upgrade Utility"

2. Secondly create a folder to place the generated unload file, for example, C:\unload

3. Execute command, for example, in Windows, sm.exe -bg us.unload.automation NULL NULL "SQL Upgrade Utility" "C:\\unload\\SQL_Upgrade_Utility.unl" NULL

– For Linux, the folder could be for example /opt/unload, so the parameter in the command is "/opt/unload"