Reposted from here. Question When making a ServiceDesk advanced incident, there are fields for the User’s Location, Department, Inventory, and Services. These may be empty or are not populated correctly. You want to know how to populate these fields in order to use them. Answer ServiceDesk does not manage data for the User’s Location, Department, [...]

Article: HOWTO49691  |  Created: 2011-04-14  |  Updated: 2011-04-14 Please find attached the document for Installing or Upgrading Servicedesk 7.0 MR2 to 7.1.  SD 7.1 Upgrade and Install.pdf This document guides one through the installation process that will allow automatic authentication using the logged on user’s credentials. Next steps in Process Manager after install are: 1. [...]

After you finish installing the ServiceDesk application, you should immediately complete the postinstallation configuration wizard.  If you wait too long, the process times out and you have to manually relaunch the postinstallation configuration wizard by opening up a Web browser window and browsing to: http://localhsot/SD.Installation.PostInstallWizard.default.aspx If you are unable to relaunch the postinstallation configuration wizard [...]

Open the SD.IncidentManagement workflow. On the Main Incident Work model, create a SkipCustConfirm variable in the Input Data section and set it to True.  Between the Close Cose=QuickClose component and the Customer Confirmation component, add a Matches Rule and configure SkipCustConfirm = False and no match output to the Customer Confirmation component.  Copy the Set Process [...]

Modify the SD.Feeder.GeneralIncidentSubmitForm project and go to the Input Data of the Primay model.  Add a variable called SkipKBSearch with a Default Value of True. Insert a Matches or True/False rule between SetReturnPath and KB Search components.  Link the True output to the Check ReturnPath component and the other two to the KB Search component. Tags: Bypass, [...]

Admin>Data>Application Properties Reply-to address in the Outbound Mail Settings contains email address from which ServiceDesk sends notifications email.  This should match the email address used in the Inbound Mail Settings to ensure email responded to goes to the inbox being monitored. If an incoming email subject contains “New Incident” or “New Ticket”, an incident will [...]

Instead of using the Send E-mail component, invoke the using the SD.EmailSerives project.  This way, you have a central location for managing email in ServiceDesk, consistency in format and behavior.  An example of how to invoke this can be found in Change Management. Primay model creates, submodels deliver (email templates).  ReportID is required to get the process [...]