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Configuring Fuse on Service Desk
Is there a way to configure Fuse for Service Desk? Ex: Changing the colors, renaming forms for the Fuse interface that will make it easier to figure out what the user needs, adding icons to the tiles,...
View ArticleMetric Equation function in MI
Hi Everyone, I'm currently working with the Management Information, need to know how the equation function works, I tried following the instructions in the guide but it doesn't show any value if I add...
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Business object not available for creating shortcut
Hi there, First of all, I started with LDSD a few weeks ago. I created a business object in "Incident Management", added some attributes and created a window / form. Now, I want to create a process and...
View ArticleMetric Equation function in MI
Hi Everyone, I'm currently working with the Management Information, need to know how the equation function works, I tried following the instructions in the guide but it doesn't show any value if I add...
View ArticleCreate Incident from User window
Hi, I have to let analyst to have possibility to create a ticket from user windowsI added a new relation user incident and propose the "create incident" action From this screen (user windows) analyst...
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Create an incremental serial number on new collections
Is there a way to have an incremental serial number added to newly created collections? If so, could you point me in the right direction? I'm sure I've overlooked it 100 times. I want it to function...
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Calculation to send email
I have a list of departments and their IT support email address. What I would like to do is in the process if the email is Null it sends to our IT department and if it is populated it sends an email to...
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Recommendation Attribute for Phone Number ?
Hai All, I make one attribute, is function to the attribute is note for phone number or mobile phone customer. Attribute have Date Type : String, StringSubDateType : PhoneNumber, and Max.Length : 12....
View ArticleTask grouping and sequencing
Lets say there are predefined tasks for a service . These tasks can be automatically created by adapting the process using boolean . This could either be concurrent tasks or Sequential. This isn't an...
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New Version Testing Questions
In the past I was required to test every new version of Service Desk. Ok, that's normal. I had to test every action of every process. I have 108 Incident actions in 4 active processes and 81 Change...
View ArticleNotes under an Incident: txt or html format
Is there a way to add txt or html format to "notes" under an incident? Example: This is a test note This is a test note This is a test note When I click save, it shows up like This is a test note...
View ArticleError when making a dashboard available in web access
I have two dashboards that I need to make available in web access but every time I try to do so I get an error. I am attaching a screenshot of the pop-up as well as the text details.
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Integrate web catalog to service desk requests
Trying to figure out a work around or some way of tying our Service Catalog that our web team built to the request forms in service desk.I am attaching a screenshot of the service catalog on our web...
View ArticleAre we limited to Preferences/System prefences when trying to adopt a new...
My company is currently rebranding itself and has a new set of colours. I'm sitting with our Comms/Marketing team and we're trying to get webaccess looking perfect but finding 'Edit colour scemes' in...
View ArticleAnalyst dashboard defaulting to page 2 for the "My groups workload"
Our analysts are reporting that their My groups workload list on the analyst dashboard is defaulting to page 2 when first going in to LDSD. Groups are missing new incident or requests that need to be...
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String attribute with calculation won't populate in HTML email - ideas?
I haven't been able to figure out how to change the date/time attribute to display the time in a 12-hour format instead of 24-hour format in Web Access. I'm running into a few issues with the...
View ArticleTrim Inbound emails
Hi everyone, Is there a way to trim to Inbound emails just to the last email. This is a problem because every time an Analyst tries to update the Incident, it is copying the whole email in the Notes...
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Remove a Role using workflow
Has anyone been able to remove a role from someones account using a scheduled bulk action or auto action in workflow based on whether a boolean is true? Thanks,
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Schedule export Service Desk query into csv or excel
I try to figure out how to schedule export the query into csv/excel. What I can found out are I can export manually the query result either from Web Access or console directly. Regards,Dodi
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Implementing selective authorisation
Hi all, We currently have a customer who accesses our network via vpn and to allow them to connect to LANDESK (ServiceDesk) we've set up trusts between the domains and it all works perfectly. However,...
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