Service Desk 7.5 Update
We just got a PowerPoint from Symantec informing us of the update coming later this year and it's now been confirmed that the ServiceDesk workflows will now be restricted and customers will no longer be able to customize them. This is a huge impact to us as we've customized Service Desk to work in our environment and the out of the box ServiceDesk install is frankly not very good as it's missing a lot of things we need.
We're on ServiceDesk SP1 so we already knew we had to create new servers since an official upgrade path for SP2 doesn't exist but this news may make us consider ditching the product all together. We know that ServiceDesk out of the box install does not meet our requirements in our company and I can't really see 7.5 filling the gaps so maybe we'll just stick with 7.1 for it's product lifetime. I'm disappointed that they chose this route and I understand why they did but they should really let the customer decide how we want to use the product so if we want to customize it then let us do so.