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This group is sponsored by the ServiceDesk product team and intended to provide you with the best information and templates available to help make your experience with ServiceDesk a success. We monitor this group and highlight the most relevant content from Connect. Join the ServiceDesk group and become apart of the ServiceDesk community—together, we can combine our product knowledge and your real-world expertise to create a more powerful ServiceDesk experience.

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New idea 08 May 2013
jmankin posted: Add Assignment Queues in Email Management
The default behavior for the Email Inbound Management workflow when selecting either "create incident quickly" or "Create Incident by setting priority" will default the assignment to whatever the default queue is, which in my case is our Help Desk. That is fine except if they a
New blog entry 08 May 2013
BRING posted: Internet Explorer 10 Support for Workflow and Servicedesk
Support for Internet Explorer 10.   Some of you may be encountering IE 10 now.  Microsoft is considering it a critical update, and some patching and update policies are automatically installing it on computers.  If you are currently using Servicedesk or Workflow 7.5 or lower, you will probably
discussion comment 30 Apr 2013
btincher commented on: Where does ServiceDesk 7.5 Store Group Changes on Incidents?
Putting a trigger on the table(s) with the info you want to audit might be a suitable option.
discussion comment 29 Apr 2013
TGiles commented on: Report Customization
Unfortunately the ability to define the row limit at run-time is not available on custom reports. The only way to get this functionality is by the work around provided by HarrisT in the previous post.
discussion comment 29 Apr 2013
BRING commented on: 7.5: Incident received rule from specific channel
Hi Michael,   This has been resolved in the upcoming release of 7.5 MP1, due out in the next 2-3 weeks.   Thanks
discussion comment 08 Mar 2013
Kevin Shilling commented on: Service desk 7.5 vs helpdesk email template.
Sorry got sla information with "Get Sla Process By Milestone" component.
idea comment 26 Apr 2013
LDAY commented on: Required Resolution Date on Simple Incident Form
DanB - I was not aware of the Postoned Date until your post to this.  I checked it out and yes, you are correct.  I am not sure if Symantec will address this or not, but I do hope so.  I spoke to them yesterday about this and was ...
New article 25 Apr 2013
BRING posted: ServiceDesk 7.1 Deadlocks and SLA’s
SLA levels and design have been an area of Servicedesk that has improved over various releases. As development has improved the product, those improvements come by recognizing where certain functions could have been improved. This article describes one of those. Please note that this applies only
discussion comment 22 Apr 2013
snm1502 commented on: Help with Change Management Comments
  Hi TGiles,   Thanks for the reply.   I agree the entries are User Activities, so if a user checks a task for 2 times it should generate just 2 entries and if it is once it will generate only 1. However, if you refer the ...
download comment 22 Apr 2013
BRING commented on: SD.ResetPassword 7.5 Email Send Host Name Fixed!
This has been review, tested, and approved for release.  For official versions, please KB  TECH203767, and TECH202844.