ServiceDesk

I'm getting complaints from my Service Desk workers that if they are in the Submit Incident (Advanced) form and have entered partial information, the form closes by itself and all information is lost if they get sidetracked and step away for a little while.  This seems to happen when the Process Manager page refreshes.  Has anyone else experienced this issue?  If so were you able to find a workaround?

I think this is the "refresh" issue that Service Desk has had forever. The one thing you can do is open the form up in a new window rather than a javascript pop up. You can do this by going to Admin -> Service Catalog -> ServiceDesk (or whereever your forms are located) and there will be a orange lightning bolt beside Submit Ticket to Service Desk (Advanced).

Click on it -> Edit Form -> Check Open In New Window and click Save. When Service Desk refreshes it won't affect the form because it's open up in a new window and not a javascript one. You can tell because it won't have the gray border and has the IE one.

The darn page refreshes itself and since the window is a "virtual" window it will close once the background page refreshes. Follow the suggestion of an external window for the workaround at this point. Hopefully future versions fix this issue.

Technicians were complaining that they didn't have time to complete their Change Request details before the page would refresh and lose all of their information.  This workaround helped in the Advanced Technician form and should work here, too.

Don't worry, all big and small things will be fixed in the 7.5 update and Service Desk will be wonderful.

Thanks, this is fixing my problem.  One issue I'm having is being forced to authenticate when I open the form now.  I placed the Service Catalog on my custom worker pages and thats the only time it wants to authenticate.  If I go to the Submit Request tab is doesn't ask for authentication.  Have any of you seen this before?