ServiceDesk

Hi,

I know within the Service Desk you can edit a User's 'location' manually, but is this generally imported from the CMDB?ds
So is it good practise to manaully create my 'locations' in the CMDB and then have this replicated to the Service Desk, where a number of users will then be associated with each location?

I'm focusing on 'reporting' and want to make sure that my reports can be based on location.

Regards Steve

Ok, so to answer my own question...

CMDB locations are imported into the Service Desk and all Users that are in Active Directory are as well, with all their associations.

Problem is, if a User is not in AD, lets say 'manually' created in the CMDB. How do i get this imported to Service Desk?

I believe the methods that fetch locations for users is SD.DataServices, a series of decision projects deployed as web services for use by the SD projects. You might want to look at doing a bit of customization there.

Thanks Reecardo,

I just find it strange that you can create a 'location' in the CMDB and this get referenced when creating a New Incident, but if you create a new user in the CMDB there is no lookup when creating a new incident (unless of course the user was created in AD)

The SD.Dataservices you speak of, is this a workflow?

DataServices is a workflow, well, desision-only type project(s). I am fairly positive it gets deployed with the other projects (Incident, Change, etc.).