ServiceDesk permissions can be copied from one group to another group.
The ability to copy permissions between existing groups is useful when you import an Active
Directory group that is not mapped to a ServiceDesk group. In that case, the imported group is
created without any permissions and you must assign the permissions yourself. Copying the
permissions from another group eliminates the need to assign the permissions manually.
Additional information is included in the incidents that are migrated from Helpdesk Solution
6.x.
When you migrate incidents from Helpdesk Solution 6.x, the following data is now also
imported: ticket number, full history, and contacts.
Changes have been made to the advanced incident form.
The advanced incident form has been changed to provide simpler user selection and additional
user information.
The incident category lists are sorted alphabetically.
On the
Create Incident
page (advanced), the
Incident Response
page, and at the
Reclassify
action, the drop-down lists for the incident type (category) and classifications are sorted
alphabetically for easier scanning of the entries.
It is possible to select specific Organization Units to import during the initial Active Directory
synchronization.
The following are the issues that were fixed in ServiceDesk.
Table 1-14
Fixed issues in ServiceDesk
Issue
Internal ID
On the
Subtasks
page, the text
Return Incident On Completion
at the option is
unclear.
1859545
Blacklisting the sender of an incident email causes errors.
1859551
On the Advanced Incident form, the submitter of the incident is set as the
Primary Contact for the ticket.
1951092
When an incident is created from an incoming email and the sender is not a
ServiceDesk user, the incident’s contact is set to guest@logicbase.com. However,
because this guest user is not added as the primary contact, the support
technician must add a primary contact to the incident.
1949845
When ServiceDesk starts the pcAnywhere remote control window, the
pcAnywhere console buttons do not work.
1960615
Equipment Search from pcAnywhere smart task does not return correct results.
2025965
Know Issues in the Incident Management. For more information, see the
knowledge base article
51634
.
An email notification is not sent out to the customer when a ticket is created
using Advanced Form. For more information, see the knowledge base article
51606
.
1976168
