ServiceDesk

This is probably simple (I hope) as I might just be missing a setting, but the Tickets page in ServiceDesk is refreshing itself which is causing a few headaches as when it does that any in process incident windows at the time are lost! I have verified that in Portal - Master Settings - Workflow Settings that the checkbox was not checked that said to refresh the Tasks page in case that was causing the issue. Anyone have an idea?

Thanks!

Check the Portal Setting of the following:

Report Setting - Process Reporting Interval (sec)*... is it set to a low number?

The Process Reporting Interval is the default ( I believe) of 180 seconds. I will try to increase it but I don't think the whole page should refresh, should it? If I can't fix this, can I cause the Incident windows to open real browser windows so that they won't be erased when the page does refresh?

I opened a case on this some time ago and was informed that there is no way to control this refresh interval.

You can make the forms open in a new browser window by doing the following:

1. Admin > Service Catalogue Settings
2. Browse to the form you want to change
3. Click the lightning bolt then 'Edit Form'
4. Tick the checkbox 'Open In New Window' and Save.

Note that this will cause issues if you are using the Service Catalogue web-part.  It will ask the user to login each time the form is loaded from this web-part.  It is an issue logged with Symantec.

If you only use the 'Start New Process' tab then this won't cause any problems.