Helpdesk

Hi,
Does Oracle Ebusiness Suite have a module similar to Siebel Helpdesk?
Or any type of helpdesk/support call system.
Cheers,
Russ.

heb van u Adobe Digital Edition, nu wilde ik per boekenkast de boeken in een lijst printen, maar kan printen niet activeren. Het lukt mij niet om welke manier dan ook lijsten te printen. Kunt u mij zeggen wat de oorzaak is dat dit niet lukt of wat moet ik veranderen om de lijsten wel geprint te krijgen
have Adobe's Digital Edition, now I wanted per bookcase the books in a list printing, but printing can not activate. I cannot get it working to someway to print lists. Please tell me what the cause is that this fails or what should I change to get the lists be printed

Similar Messages

How can HelpDesk manage users in multiple Organizations in OIM R2

Hi All,
I looking to satisfy a requirement for OIM 11g R2 where a helpdesk administrator can only manage users that belong to a particular institution. However, there are approximately 50% of users that belong to more than one institution, where helpdesk staff from each institution should be able to manage the user. Customer is currently
doing this in Waveset by assigning users to orgs dynamically through rules which allows multiple virtual orgs. OIM unfortunately has no way to assign a user to multiple orgs, making OOTB authorization management very difficult.
How can a administrators from different org manage same User. If that user belongs to different org?
How to achieve this in OIM R2?
Thanks
Akshat

Hi Adr,
I know the OIM Authorization is around the Organization, and a user can present in only one org in OIM.
I wanted to know, can we force the authorization based on Department/Institutions rather than Org. I am thinking in reagards of OES Authorization policies.
OIM unfortunately has no way to assign a user to multiple orgs, making OOTB authorization management slightly difficult.
I am looking to determine the best approach to accommodate this requirement. Due to the high number of users that reside within multiple institutions, leveraging organizations will not work. Asa far i know OES APM should be able to accommodate this, but could not find any solid guidance in the Oracle training or Oracle by Example documentation.
Any thoughts?
-Ak

BT Customer Helpdesk only knows how to lie.

Hi,
I am here to report something, not sure if this is the right place. Long story short (going to try my best).
On the 4th of this month I transferred my BT Infinity to the new property, engineer did poor work and told me that I would get good signals in the first floor. He placed the modem in another room, way too far away from the socket.
2 days after I report this, so, until the 11th nothing gets done.
Then this guy called 'MOHAMMAD' who was the floor supervisor reports this as a 'poor workmanship', now, he does report this or does not, I have no idea. Tells me to wait 4 days, nothing been done, calling them several times and nothing, then I speak to 4 different Managers (I do have their names), all promise me that they are taking over the case (Lies) and I should wait 2-100000Billion years, once the wait is over, I call them and the other person takes over.
Recently I spoke to someone named Victor (sounds like a fake name) who tells me that he is from a priority broadband helpdesk, he has the super most authority and is not FROM LEVEL 1 helpdesk, next day (today) Linda from TS helpdesk tells me that he was lieing, then someone tells her to switch the PHONE OF (because she had given out too much information). All this time, everyone told me that OPEN Reach will get back to me soon (first guy told me that they should get back to me in 4 days, no answer by the 9th, funny how its 24 and yet after speaking to many LIERS, haven’t got a single reply yet).
Since, I had moved into the new property I was looking forward to get BT Vision, now, I seriously doubt that I will stay with BT any longer. It’s always been a poor service from BT, when the BT Infinity was new, the engineers didn’t have a **bleep** clue, today, they still don’t. As a trialist for many of the BTs products which are yet to come and have, I am very disappointed.
The only reason I have actually come here is because the other places have liars. Thanks for your time; hopefully, someone here might be able to help.

I wouldn't say they lie - certainly the interpretation of data is vastly different!
I have had a nightmare transferring a phone service from Orange to BT - the error started from the first agent placing the order wrong, subsequent agents trying to place other orders and not one of them cancelled the other off! It has taken 2 weeks to unravel the mess, finally getting my old number back today.
There is still an account error but that should work through. All this was sorted out by the complaints department with one named contact who kept me upto date with what was being done and why.
Unfortunatly for whatever reason BT Retail's system is not user friendly and doesn't link very well with WLR3. As a BT trialist as well I've had my fair share of issues.
My advice is keep calm, keep notes and don't expect everything to work in one day, sometimes it just can't!

Bt helpdesk is anything but

I'm trying to get a sensible answer out of BTs level 1 and level 2 helpdesk but I'm failing miserably. Maybe someone on this forum knows more about how these things work and can explain it to me.
I've had an ongiing problem with my phone/broadband since the 18/Nov (actually I've had intermittent speed issues with my broadband since I moved into my house in January but that's another story and a line profile reset usually gets me back up and working for a few months at least).
I reported a fault on my noisy line 18/Nov and my broadband was practically inactive at 0.05mbit. BT eventually decided it was my fault and dispatched an engineer to my house to fix the problem and if it was my fault they'd charge me 129.99. The engineer arrived and before I had a chance to make him a cup of tea he'd jumped back in his van and drove off to the cabinet on the other side of the village. Twenty minutes later he was back saying the connections had corroded in the cabinet and everything was now working. He decided to replace my master socket as it was old (not because it was faulty). I was surprised when I found on my notes later that the cause of the line fault was in the master socket and that was the reason it was replaced! Not the first time the "solution" has been noted wrongly. A few months ago the "cause" was the wrong wireless channel on my router even though I'd told the helpdesk I'd checked everything via ethernet and via the master test socket. The actual solution was a line profile reset.
Anyway, things were really good for a week. My voice calls had the clearest line ever (before there was a slight echo on the line) and my broadband was the fastest it had ever been (previously it bested at 1.8mbit, now it was consistently at 2.3mbit). Then my noisy line came back and my broadband dropped to 0.01-0.05mbit again. I logged another fault on the 5/Dec. An engineer was dispatched to the cabinet at the end of my village and my line was back to normal last tuesday morning (broadband still 0.01-0.05mbit). I contacted the helpdesk to get them to do a line profile reset which has always fixed my slow broadband within the hour but the person I spoke to was highly resistent to do anything other than ask me questions from her script "do you have a wired or wireless connection" etc etc After 90 minutes I gave up and phoned later and got through to Level 2 support who did some tests and reckoned a (SNR) line reset was in order but it was now too late to do one (have to get them in before 8p) and they would schedule it for the following day (Wed).
On Wednesday a lady from the level 2 support phoned me and told me she'd initiated a line reset and that my line speed would be 4. something mbit within an hour then settling down over the next 44 hours as it stabilised. Sounded good but yesterday my broadband was still 0.01-0.05mbit and my IP profile was still 0.14. Last night I called L2 support again and I was told I must have "misunderstood" the person I spoke to the day before as it would take 72 hours for my speed to increase. I'm not sure exactly what it was she said that I could have misunderstood and I did ask the person I spoke to but he didn't seem to have an answer for that and as the woman I spoke to was off-shift we couldn't get her on the line to confirm or deny what she had said). I asked about the reset and he told me it was a RAMBO reset that had been performed.
This morning I contacted support to confirm what had been reset and when and eventually after much prompting I was told a RAMBO reset had been done on the tuesday immediatley after the engineer cleared the line fault and an SNR reset was done on Wed when the helpdesk phoned and told me my speed would be up within the hour. I got cut off the chat before I could finish talking to the helpdesk. I called back and after a protracted chat he told me he'd contacted the L2 helpdesk and they'd never heard of a RAMBO reset!
Having googled the term I've found out that it's BTs ADSL management software so I would have expected them to know that! Doesn't inspire confidence when a level 2 helpdesk is unaware of a companies products!
So my question for the forum is; given that I've been given so much inconsistent information, much of it from the level 2 network helpdesk where they should know better. Can anyone give me an explanation of the different resets that BT can apply to my line and how long before they take any effect. So far I have about an hour, 44 hours, up to 72 hours, can take up to ten days to choose from.
From previous experience in the last 10 months when I've probably had my line profile reset serveral times, I've noticed a pretty good speed increase within 1-2 hours of BT saying it had been done. This time my boradband test shows download speed 0.01-0.09mbit, acceptable range 0.05-0.25mbit. DSL connection rate 4.29mbit(down) and 0.45mbit(up) and IP Profile 0.14mbit.
Anyone got any useful information for me before I go into battle with the level 2 support tonight?

Hi Welcome to the community forums
Here is a basic guide to getting help from the community members done by CL Keith Please read through the link posted http://forumhelp.dyndns.info/speed/first_steps.html
once you have posted the information asked for then the community members can help you more
Thank You
This is a customer to customer self help forum the only BT presence here are the forum moderators there will now no longer any need to help line because if the community members cannot resolve it then the Forum Mods who are UK based BT specialists who take personal ownership of any problem and a single point of contact until fully resolved
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

I need help authenticating my outgoing server settings in setting up my work email on my Galaxy S5. It says unable to authenticate or connect to server and I even called helpdesk at my email support and they tried every possible port (80, 25, 3535 or 465

I need help authenticating my outgoing server settings in setting up my work email on my Galaxy S5. It says unable to authenticate or connect to server and I even called helpdesk at my email support and they tried every possible port (80, 25, 3535 or 465 SSL) and none of them work. Please help!

You will need to get the required info to create/access the account with an email client from your school.
Are you currently accessing the account with an email client on your computer - if you have a Mac with the Mail.app, or if you have a PC with Outlook Express, etc.? If so, you can get the required account settings there.

SQL report to get average amount of time for helpdesk closures Pin

Hi, I've been asked to write a report which lists the average time it takes for a helpdesk job to be closed. There isn't a closed date as such, the table column is simply an audit date/time which can be for various tasks.
I need to use this column along with another which is an ID of the action. For example:
User     TaskID   Task    AuditDatetime
Bob        2    Opens job   1/8/2014 11:14:29
Bob        5    Closes job 2/8/2014 10:12:26
Joe        2    Opens job   2/8/2014 11:01:45
Bob        5    Closes job 3/8/2014 11:44:22
My SQL is very rusty, I'm sure the report is technically possible but I can't for the life of me figure out what the SQL is.
I'm aware of the SQL AVG function and also know I may need to GROUP BY the user. I'm thinking some kind of CASE statement perhaps but again I can't think of the SQL to achieve this...
Can anybody please help?

DECLARE @helpDesk TABLE (JobID INT, userName varchar(10), TaskID INT, Task VARCHAR(20), AuditDatetime DATETIME)
INSERT INTO @helpDesk (JobID, userName, TaskID, Task, AuditDatetime)
VALUES
(17, 'Bob', 2, 'Opens job', '8/1/2014 11:14:29'),
(17, 'Bob', 5, 'Closes job', '8/2/2014 10:12:26'),
(22, 'Joe', 2, 'Opens job', '8/2/2014 11:01:45'),
(22, 'Bob', 5, 'Closes job', '8/3/2014 11:44:22'),
(25, 'Bob', 1, 'Opens job', '8/4/2014 11:40:22'),
(25, 'Joe', 3, 'Assigned job', '8/5/2014 11:47:22'),
(25, 'Joe', 5, 'Closes job', '8/5/2014 11:49:22')
SELECT *, DATEDIFF(minute,h2.AuditDatetime,h.AuditDatetime)/60.0 AS hours
FROM @helpDesk h
INNER JOIN @helpDesk h2
ON h.jobID = h2.jobID
AND h2.task = 'opens job '
WHERE h.task = 'Closes Job'
As far as open Jobs go, you could flip it around, like this:
DECLARE @helpDesk TABLE (JobID INT, userName varchar(10), TaskID INT, Task VARCHAR(20), AuditDatetime DATETIME)
INSERT INTO @helpDesk (JobID, userName, TaskID, Task, AuditDatetime)
VALUES
(17, 'Bob', 2, 'Opens job', '8/1/2014 11:14:29'),
(17, 'Bob', 5, 'Closes job', '8/2/2014 10:12:26'),
(22, 'Joe', 2, 'Opens job', '8/2/2014 11:01:45'),
(22, 'Bob', 5, 'Closes job', '8/3/2014 11:44:22'),
(25, 'Bob', 1, 'Opens job', '8/4/2014 11:40:22'),
(25, 'Joe', 3, 'Assigned job', '8/5/2014 11:47:22'),
(25, 'Joe', 5, 'Closes job', '8/5/2014 11:49:22'),
(26, 'Joe', 5, 'Opens job', '8/5/2014 11:49:22')
SELECT *, DATEDIFF(minute,h.AuditDatetime,COALESCE(h2.AuditDatetime,GETDATE()))/60.0 AS hours
FROM @helpDesk h
LEFT OUTER JOIN @helpDesk h2
ON h.jobID = h2.jobID
AND h2.task = 'Closes job '
WHERE h.task = 'Opens Job'
and coalesce the current date in for a close date.

"Something went wrong. We're having trouble getting to your mailbox right now. Please refresh the page or try again later. If the problem continues, please contact your helpdesk."

Hi,
One of my user was unable to receive email from her desktop outlook, browser and her phone. On her outlook, the status of her exchange is disconnected. Then when she tried to access her OWA, this error prompted below "
"Something went wrong. We're having trouble getting to your mailbox right now. Please refresh the page or try again later. If the problem continues, please contact your helpdesk."
Her emails started coming in again after about 45minutes later. It happened twice today.
Anyone have the same symptoms as mind?

Hi,
When user is disconnected to Exchange, please test outlook anywhere connectivity for this user.
Test Outlook Anywhere connectivity
https://technet.microsoft.com/en-us/library/ee633453(v=exchg.150).aspx
Please also check if there are any other events in application log.
Best Regards.
Please remember to mark the replies as answers if they help, and unmark the answers if they provide no help. If you have feedback for TechNet Support, contact [email protected]
Lynn-Li
TechNet Community Support

Why is the helpdesk of Adobe unreachable?

Hi there,
I bought myself a brand-new Apple Mac Book Pro yesterday, the newest... Superhappy
....until I started downloading programs from CC.
Trying for hours, It did not not work.
I tried to contact Adobe, but, what a frustrating experience was that.
I was on the Phone for over 30 minutes, listening to elevator music, not having any idea of when I would be helped.
After 32 minutes I gave up.
Trying the chat: same result.
So good as your pragramms are, so bad is your customer service.
Please Adobe, improve your helpdesk, it realy doesn't suit the brand.
greetings Barbara

Oooooh Sorry Bob,
That’s a mistake.
Thanx for your mail
I do feel better indeed
Have a good day,
greetings Barbara

Is there any documentation on Peoplesoft CRM 9 HelpDesk for Human Resource?

Hi,
We are looking into the possibility of acquiring the HelpDesk HR module. Currently we are using the Human Capital Management (HRMS) and Customer Relationship Management (CRM) Help Desk modules. I am looking for any sort of documentation which would help me understand the current functionality of the CRM Help Desk HR module and how it integrates with the HRMS module and current CRM HelpDesk modules. Any assistance would be appreciated.
Thanks
Elana

Please verify the below online PeopleBook help for CRM9.
http://download.oracle.com/docs/cd/E12341_01/crm9pbr0_run2/eng/psbooks/index.htm
Thank you!
Best Regards
Soundappan

Is there any documentation on Peoplesoft CRM 9 HelpDesk SLA's?

Hi,
Is there any documentation available on Peoplesoft CRM 9.0 HelpDesk about Service Level Agreements for internal employees?
We are looking into implementing Service Level Agreements on the Help Desk module for internal clients (employees). I am looking for any sort of documentation which would help me understand the current out of the box functionality of Service Level Agreements relating to how t functions for internal clients. Any assistance would be appreciated
Thanks
Elana

Please verify the below online PeopleBook help for CRM9.
http://download.oracle.com/docs/cd/E12341_01/crm9pbr0_run2/eng/psbooks/index.htm
Thank you!
Best Regards
Soundappan

Helpdesk Report Group Users - Cannot create a connection to data source 'DataSource1'

Getting the following error for a User accessing the report who is a member of the reporting group. If I add them as a sysadmin in SQL they can get access. What permissions need changing for this user group?
Cannot create a connection to data source 'DataSource1'. ---> System.Data.SqlClient.SqlException: Login failed for user

Dave,
For a complete understanding of the permission and groups, I would rather suggest you to do the installation of the MBAM components in a single server infrastructure in a test environment.
Create the following domain security groups and use it during the configuration of the MBAM roles:-
1) MBAM Advanced Helpdesk Users
2) MBAM Helpdesk Users
3) MBAM Report Users
4) MBAM Read and Write Access
5) MBAM Read Only Access.
Create an application pool account and create a login in SQL for it. Use it only during:-
1) Configuration of "Compliance and Audit Database connection"
2) Configuration for All Web Applications.
If your application pool account is not a domain administrator, the run the following powershell command to set the service principal name :-
Setspn
-s http//<FQDN of MBAM Web Server> domain\<Application pool account>
Make sure the application pool account must be trusted for delegation.
That's all you need to do. Then after the installation you can check the properties of each group in SQL to verify the rights and permission assigned during the installation.
Regards, "Gaurav Ranjan" =========== NOTE: Mark as Answer and Vote as Helpful if it helps =======

Giving Permission to Helpdesk so they can set users Primary Device (User Device Affinity)

Hi,
I am trying to give our helpdesk access so they can right click a computer object in the console and edit the Users Primary Device. They have the option to right click and select "Edit Primary Users", but when typing in Domain\Username it doesnt
populate with any usernames?
Its almost as though they dont have rights to search AD for the usersnames in our domain.
I am full administrator so it works fine for me.
I have set the following permissions for our helpdesk and thought this would be enough:
Collection = Read, Modify, Remote Control, Modify Resource, Delete Resource, Read Resource, Modify Collection Setting, Control AMT
Site = Read, Import Computers
User Device Affinities = Read, Modify, Delete, Create, Run Report, Modify Report
Helpdesk all have appropriate rights in AD so its definitely something within SCCM 2012 RBAC causing the issue, any ideas ?
Note: I already have automatic UDA in place but it takes the agent a week to pick this up so need a manual of doing this too.
Thanks

RESOLVED
I had to give them read permission to the All Users and Groups collection.
I thought it might enumerate the list of users straight from AD, but it does this from the all users collection which makes sense.
Cheers

MBAM 2.5 HelpDesk cannot loggin

hello
I installed MBAM 2.5 on production with
2 Servers (1 IIS , 1
SQL).
groups are correct in the wizard, I
run the SPN, I am using HTTPS
certificate for the name of the web portal with an alias
(not the server name)
the PC already report and its key is
stored in the DB, I access SelfService
but I can not enter HelpDesk after
asking me authentication credentials.

Yes.
the user keyrecov are member of Advanced HelpDesk.
the user keyweb are member of HelpDesk.
the users cannot logging to HelpDesk after Windows authentication prompt
im sure because I have images of Setup and Configuration of MBAM installation.
-other user can loging to SelfService portal but not to HelpDesk portal.
-the client PC can save key recov on MBAM server and are encrypted Partitions
i make a query on SQL DataBase and I see key recov of client computers

Need MBAM 2.5 Helpdesk and selfservice sites to open for authenticated users with no password prompt

I Need MBAM 2.5 Helpdesk and self service sites to open for authenticated users with no password prompt. I just cant seem to get this to work. The account used in the application pool has its SPN registered and delegation set. I can use that account to login
to the sites but am prompted for a password. That said anyone I add into the helpdesk users group cannot negotiate the sites. Only the account I have set in the application pool can. I want domain authenticated users that have been added to the MBAM Help Desk
Users group to negotiate the site with NO password challenge at all.
tconners

This generally means that your SPN is not set up correctly. Let's say the web server you installed the SSP on is lance.contoso.com and your app pool creds are corp\lance. You should set an SPN similar to setspn -s http/lance.contoso.com
corp\lance. In your browser, you should now be able to access the SSP without prompts. However, if you still get prompted, generally that means that your local intranet zone in IE does not have an entry for *.contoso.com. Since you are entering
an FQDN in your browser, IE interprets the "." to mean "on the internet" which breaks Kerberos authentication. By adding *.contoso.com to your local intranet zone, you are telling it that lance.contoso.com is on the intranet, so use
Kerberos.
I can confirm, that I have exact configuration and I always get the password promt for the very first time. We have 2 server (1xIIS and 1xSQL) infrastructure in production with SPN set like it should and I get the password prompt.

ACS 5.2 Helpdesk account permission

Is there a way to restrict the helpdesk account only able to add/remove MAC address from the host filter table? It would be better if doing this via web or API.
Thanks,

Nhan,
What you can do is setup dhcp reservation or assign static ip addresses for the help desk folks and only allow those ip address to have access to the ACS. There is no api support for the ACS.
Hope that helps,
Tarik

Creating Restricted Helpdesk Role

I am trying to create a helpdesk role in the portal that will only allow the helpdesk to reset password and unlock an id.
I am almost there. I created a new role then linked the sap provided workset "delegated user Administration".
I then removed all except search, previous search results, and locked users.
The problem is, the results pages still have a delete button, copy to new, and the edit page allows the helpdesk to edit all of the user's info.
How can I remove unwanted buttons? And when in the edit screen they click the pencil (we don't use the automatic password reset) to reassign a new password, all of the user fields are displayed. How can I edit that page to only provide the password fields?
Thanks.
Nicole

Hi Nicole,
See How to restrict UME-Action-rights to reset password an unlock user ? - discussed there are the possibilities to define a permission set for UME actions. Maybe that would be the best solution, as you could/should use the standard UIs for your concerns. The alternative I suggested was based on the "old" UserAdmin user interfaces (not WD). A third way would be to develop a small applications for your needs - as this is not ver mighty, it should'n be a big problem / task...
Hope it helps
Detlev

Helpdesk

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