Smart Service Desk Express

How To Turn Windows Authentication On or Off in Service Desk Express

Help Desk Professional — Sat, 06 Dec 2008 15:39:55 +0000

How To Turn Windows Authentication On or Off in Service Desk Express

If you currently do not utilize the convenience of WIA (Windows Integrated Authentication) here is how to turn it on or off for both Service Desk and Self Service. As an aside, you may choose to configure Service Desk and Self Service independently.

There are two configuration changes required to toggle windows authentication: SMSYSFLAGS and IIS.

IIS
To turn widows authentication on. Open IIS and drill through the default website to SDE (HelpDesk for self service). Right click properties on SDE. Click on the Directory Security tab and click the button to edit Authentication and access control. Uncheck Enable Anonymous Access and check Integrated Windows authentication. Save. When you get a dialog box that reads "Inheritance Overrides" choose select all and OK. Reverse this process to turn off windows authentication.

SMSYSFLAGS
Using SQL Server Management Studio locate the SMSYSFLAGS table in the SDE database. Right click SMSYSFLAGS and choose show table. Scroll down until you see featUseIntegratedLoginSSHD for self service and featUseIntegratedLoginSDE for SDE. Change the value to "1" to use windows authentication and "0" not to.

Close SQL Server Management Studio and reload metadata with iisreset.

Mission accomplished!

How To Change the Whiteboard Refresh Rate in Service Desk Express

Help Desk Professional — Thu, 04 Dec 2008 12:19:25 +0000

How do I change the default whiteboard ticket refresh rate?

It is not uncommon to prefer a shorter refresh rate than the system default of 30 minutes. Here is how to make that modification:

Open options_nailogo.asp in Notepad and find:

Edit the code to this:

Save the file, log out and log back into Service Desk Express. Notice the sRefreshTime was changed from 30 to 5. The refresh rate will now default to 5 minutes.

Whiteboard Automatic Start Modification for Service Desk Express

Help Desk Professional — Thu, 04 Dec 2008 12:11:55 +0000

How do I turn the whiteboard ticker on by default?

By default the whiteboard ticker does not start automatically for Service Desk Express staff members. To force the whiteboard ticker to start on login: open options_nailogo.asp in Notepad and scroll down until you see:

Edit the above line to this:

Save the file, log out and log back into Service Desk Express. The whiteboard ticker will now automatically start on staff login.

7 Tools

Help Desk Professional — Wed, 05 Nov 2008 22:03:08 +0000

7 New Tools for Service Desk Express Product Brochures

SDE 2 Outlook - Post SDE events to any Outlook calendar – allows you to keep track of "to do" items on your calendar and set reminders. A must-have tool for change management compliance.
Elegant Email - format your SDE email – for customer facing notifications, HTML formatting allows the addition of "signatures" and company logo, can display data as a table in the body of the email for easier interpretation and message clarity. Reduces errors for purchase orders and other notifications with multiple detail rows.
Asset integration to SDE – integration of almost any inventory collection into SDE with continuous bi-directional updates. Includes SCCM, MS SMS, Altiris, Prism, Zend, Wasp, Access, CSV files and more…
SDE Round Robin – this feature allows tickets assigned to a queue to be distributed with flexible/configurable load balancing and optional category weighting for auto assignment.
SDE Print Scheduler – this feature allows you to schedule "jobs" like work orders or reports to automatically print at a specific time on a specific printer without any intervention. This is commonly used by facilities departments that hand out the work orders for the week on a specific day.

Contact a Smart Service Desk Express representative for a demonstration.

Smart Service Desk Express

Corporate Headquarters
Telephone: 214-432-5595

www.SmartServiceDeskExpress.com

7 New Tools Add Unprecedented Functionality to Service Desk Express

Help Desk Professional — Wed, 05 Nov 2008 21:24:37 +0000

These 7 New Tools Add Unprecedented Functionality to Service Desk Express

Below is a list of the latest tools developed by Smart Service Desk Express engineers to increase efficiency and functionality to your business processes:

SDE 2 Outlook - SDE events populate your Outlook calendar – allows you to keep track of "to do" items on your calendar and set reminders. A great tool for change management compliance scheduling and monitoring.
More…

Elegant Email - formatted email for SDE – for customer facing notifications, HTML formatting, allows the addition of "signatures" and company logos, can display tabular data as a table in the body of a notification. More…

Asset integrations to SDE – integration of most any inventory collection database into SDE with continuous bi-directional updates. Includes SCCM, MS SMS, Wasp, Prism, Altiris, Zend, Access, CSV files and more… More…

EZ Links – Update incidents & works orders from any email client - allow clients, staff, vendors and field personnel to approve requests and open, update and close incidents and work orders on-the-fly without logging into the system. New built-in feature enhances security and prevents malicious attacks. More…

Round Robin Automation for SDE – this feature allows tickets assigned to a queue to be distributed with flexible/configurable load balancing and optional category weighting for auto assignment to technicians or goups. More…

SDE Print Scheduler – this feature allows you to schedule "jobs" for example: work orders or reports to automatically print at a specific time on a specific printer without any intervention required. This is commonly used by facilities departments that hand out work orders for the week on a specific day. More…

SDE Problem and Bug Tracking. More…

How To Get All 7 Product Brochures Listed Above:

For INSTANT ACCESS to the above product brochures just tell us where to send them:

Smart Service Desk Express

Corporate Headquarters
Telephone: 214-432-5595

www.SmartServiceDeskExpress.com

Create Mandatory Field on Incident Form in Service Desk

Help Desk Professional — Tue, 04 Nov 2008 14:00:18 +0000

Task: How to create a mandatory field on the incident form in Service Desk Express when another field exists or has a specific value.

For example: On the incident form in Service Desk Express a custom field named "PolicyNum" is required to be populated when the subject id (category) is "AAFXBR".

Solution: Using a CSBR create conditions

{TR, } = AAFXBR
AND
{TR, PolicyNum} =

Create an action to display a popup message:

Set up the message
check the box "Exit Rule if OK".

Assign the CSBR to the form and you are done!

Let us know if this how-to tip was helpful!

Do you need customization for your Service Desk Express system? Ask how we can improve performance of not just SDE, but all your IT functions.

Coldwater Story

Help Desk Professional — Sat, 01 Nov 2008 21:43:15 +0000

THE COLDWATER CREEK SDE SUCCESS STORY

Learn the story behind Coldwater Creek’s IT success.

To watch the story visit: Coldwater_Creek_Success_Story

When you’re finished watching, schedule an informative demonstration:

Smart Service Desk Express

Corporate Headquarters
Telephone: 214-432-5595

www.SmartServiceDeskExpress.com

SDE Demo

Help Desk Professional — Sat, 01 Nov 2008 21:33:35 +0000

Service Desk Express Free Online Trial Demonstration

To begin your demonstration visit: sde_online_trial

When you’ve completed your trial evaluation contact us if you’d like a more in-depth demonstration of how Service Desk Express can deliver the power of IT.

Smart Service Desk Express

Corporate Headquarters
Telephone: 214-432-5595

www.SmartServiceDeskExpress.com

Try Service Desk Express Online…Instantly.

Help Desk Professional — Sat, 01 Nov 2008 21:23:11 +0000

INSTANT Online Access To Service Desk Express Trial Demonstration

TAKE IT FOR A TEST DRIVE ANY TIME YOU WANT, 24/7…

Do not consider a help desk solution until you’ve evaluated the free online demo for Service Desk Express.

Loaded with features out-of-the-box, SDE offers more capabilities and efficiencies than any other option.

This demonstration includes demo data so you can see how the power of SDE works in the real world . Just complete the short sign in below and get started in minutes. Or contact us and we’ll drive you through a customized demonstration, addressing any questions you have as we go.

Smart Service Desk Express

Corporate Headquarters
Telephone: 214-432-5595

www.SmartServiceDeskExpress.com

Coldwater Creek Success Story

Help Desk Professional — Sat, 01 Nov 2008 21:05:16 +0000

THE COLDWATER CREEK SERVICE DESK SUCCESS STORY

Listen to and share this online demonstration of how Service Desk Express improved business services for Coldwater Creek:
Coldwater Creek Success Story

Learn how ITIL Service Support can energize your company’s IT.

Instant Access

Just fill in the blanks below for instant access to our white paper and recorded interviews library…

Smart Service Desk Express

Corporate Headquarters
Telephone: 214-432-5595

www.SmartServiceDeskExpress.com

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