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Blog Posts by Dmoore

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Creating a ticket rule that will allow hardware inventory deletions without reopening closed tickets in 5.3

These instructions are for duplicating the reopen ticket rule, and adding to the SQL query, then disabling the original Reopen Ticket rule. 

  1. With the K1000 Open in a web browser, click on Service Desk or Help Desk
  2. Click on the Configuration Tab
  3. Click on Queues
  4. Select the email queue you want to edit.
  5. Scroll to the bottom, under System Ticket Rules: click on Reopen Ticket
  6. Scroll to the bottom and click Duplicate.
  7. Scroll to the bottom, next to Custom Ticket Rules: click Customize.
  8. Click Copy of Reopen Ticket
  9. In the Select Query: box add the exact code below:

    and DESCRIPTION NOT LIKE '%Changed Ticket Machine from "%" to %Unassigned%' 
    and DESCRIPTION NOT LIKE '%Changed Ticket Submitter from "%" to Unassigned%'
    and COMMENT NOT LIKE '%Machine % was deleted%' 
    and COMMENT NOT LIKE 'User % was deleted%

     

  10. Verify that the Enabled Checkbox is checked, and click Save to finalize the changes.
  11. Click on Reopen Ticket and uncheck the Enabled Checkbox to disable that email rule
  12. Click Save to finalize these changes.
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Setting up post install drivers for systems not in the driver feed in 3.4

In order to setup drivers for systems that are not in the driver feed, you will need to manually add the drivers to the driver share (\\Host_name_or_IP_of_your_K2000\drivers_postinstall)

 

You will have to manually create the folder structure and manually add the drivers to the share.

You will need three pieces of information to create the correct folder structure.

  1. Manufacturer
  2. Operating System
  3. Model

The folder structure for the Driver share is Manufacturer \ Operating system + Architecture \ Model.
Example: Dell\windows_7_x64\E6400

Note: You can run a script on the machine or model type you wish to know the exact manufacturer and model structure.

  1. Open the Driver share
  2. Open the feed_tools folder
  3. Double-click GetManufacturer_Model_OS.vbs.
  4. You will receive a windows message box with Manufacturer, Model and OS information. It will not give you the operating system architecture.

For the operating system folder structure please use the folder names exactly as they are listed below:

  • windows_7_x64
  • windows_7_x86
  • windows_vista_x64
  • windows_vista
  • windows_xp_x64
  • windows_xp

With the correct folder structure in place you can now place the raw driver files (.ini, .sys, .inf, or .cat) into the model folder. You can also have an internal folder structure in the model folder organizing the drivers into their categories. (IE: Audio, Chipset, Network, wireless, etc.)

Once finished your driver folder structure for a network driver will look like this:
Example: \\Hostname_or_IP_of_your_K2\drivers_postinstall\Dell\windows_7_x64\E6400\network\networkdriver.ini

 

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