ITSM 6.3.2 and IMAP/SSL

Posted on October 20, 2011

Found out that the email listener in FrontRange ITSM 6.3.2 doesn’t work with IMAP over SSL.  There is evidently something buggy about FSMTService.exe.  I was able to get a hotfix from FRS that was basically just a fixed version of FSMTservice, and it solved the problem.  What I was getting originally were errors like:

“Error occured while connecting to the email server. Reason: NO Logon failure: account currently disabled. ”

and

“Error occured while connecting to the email server. Reason: NO The parameter is incorrect.”

and

“Error occured while connecting to the email server. Reason: NO The referenced account is currently locked out and may not be logged on to.”

After it would throw some errors, FSMT would crash.  You could restart FSMT and it would work for a minute, throw errors, then crash again.  The fact that there were multiple different errors made it harder to track down.  Eventually the Support Tech was able to find a Knowledge Base (KB) article in their system that described a different error with IMAP/SSL, but we decided to give it a try and see if it solved my issue.  Lo and behold, it did!

Evidently, the issue is fixed in ITSM 3.6.4, but the hotfix will fix older versions.

Original 6.3.2 version of FSMT: 6.0.1001.811

Fixed version of FSMT: 6.3.1001.913

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ITSM and Checking IMAP over SSL

Posted on October 12, 2011

We’re in the process of moving our users from Exchange 2003 to Exchange 2010.  In that process, we’re needing to move our ITSM mailboxes to 2010 also.  As of right now, it’s looking like the version of ITSM that we’re on (6.3.2) doesn’t appear to like the fact that the Exchange server will be serving up IMAP over SSL.

In the course of troubleshooting this, I’ve learned how to at least test that I’m able to connect to the IMAP server, via SSL.  With a non-SSL IMAP connection, you can just use telnet –

machine:~$ telnet mydomain 143.  That should be enough to confirm that you can get a connection to the server.  With an SSL-enabled connection though, you of course need to connect via an SSL connection.  Linux to the rescue!  I run a Linux desktop, so I have an SSL client at my fingertips.  I’m able to simply run openssl and connect to the IMAP server, over SSL.  Simply open a terminal and run openssl’s client – machine:~$ openssl s_client -connect mydomain:993

Since the problem that I’m seeing appears to be a connection issue, I haven’t gone beyond simply checking the connection, but I would assume that, at that point, you should be able to run the usual IMAP commands.

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Adding PHP to IIS 7.5

Posted on October 4, 2011

Got php up and running successfully on IIS 7.5 (Windows Server 2008R2) today.  Will post the step-by-step instructions shortly.  I’m hoping that this will allow me add the ability to create web forms that can submit tickets directly ITSM.  We’ll see how it pans out.

Web Services – Slowly but surely…

Posted on August 23, 2011

Just figured out how to get a SOAP request to submit successfully in ITSM7, via soapUI.  Now to figure out how to do something constructive with it.

Viewing ITSM Incidents and Tasks

Posted on July 21, 2011

I’ve started creating a web page that will give you a list of the ITSM Incidents/Tasks that you own or that are assigned to you.  It gives you a “read-only” view of the Incidents and Tasks and allows you to view them and navigate amongst them.  I envision it being useful mainly for techs out in the field.  This will allow them to be able to view their ticket information using only their phone.   It’s been tried on various smartphones, including Blackberry, iPhone, and various Android phones.  It also works on all of the other iDevices.   It displays in REALLY basic HTML, so it should work on virtually anything with a browser.

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ITSM Team Incident and Task Viewing

Posted on July 21, 2011

I’ve started creating a web page that will give you a list of all of the ITSM Incidents/Tasks that are assigned to a team within ITSM.  It gives you a “read-only” view of the Incidents and Tasks for each team  member and allows you to view them in a new window.  It’s been tried on various smartphones, including Blackberry, iPhone, and various Android phones.  It also works on all of the other iDevices.   It’s displays REALLY basic HTML, so it should work on virtually anything with a browser.  I’m using PHP and directly querying the DB server to pull the appropriate information.  It may not be perfect, or the preferred method, but it’s quick and I understand it.

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Viewing ITSM Incidents and Tasks

Posted on July 20, 2011

I’ve started creating a web page that will give you a list of the ITSM Incidents/Tasks that you own or that are assigned to you.  It gives you a “read-only” view of the Incidents and Tasks and allows you to view them and navigate amongst them.  I envision it being useful mainly for techs out in the field.  This will allow them to be able to view their ticket information using only their phone.   It’s been tried on various smartphones, including Blackberry, iPhone, and various Android phones.  It also works on all of the other iDevices.   It displays in REALLY basic HTML, so it should work on virtually anything with a browser.

ITSM Team Incident and Task Viewing

Posted on July 20, 2011

I’ve started creating a web page that will give you a list of all of the ITSM Incidents/Tasks that are assigned to a team within ITSM.  It gives you a “read-only” view of the Incidents and Tasks for each team  member and allows you to view them in a new window.  It’s been tried on various smartphones, including Blackberry, iPhone, and various Android phones.  It also works on all of the other iDevices.   It’s displays REALLY basic HTML, so it should work on virtually anything with a browser.  I’m using PHP and directly querying the DB server to pull the appropriate information.  It may not be perfect, or the preferred method, but it’s quick and I understand it.

Learning Web Services

Posted on June 18, 2011

I’m in the process of bringing up a new version of ITSM (Version 7), and we have an outsourced call center that needs to be interfaced with it.   ITSM has old-school web services (SOAP) available, but they’re not terribly well documented.   Consequently, it’s given me a lot of reason to spend time pounding away learning how to implement web services.  It’s pretty interesting.  I’d like to dive in and learn more about REST APIs, but don’t know when I”ll have time.

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