I feel like the Asimov ;) to have been involved with a Robo. We have been analysing on what fronts can Robo Technician be of use. We could think of Robo Technician doing the following things in our upcoming releases

1. Automatic creation of user accounts

2. Unlocking user accounts

3. Disabling user accounts

4. Deleting user accounts.

and the list continues. We also would like to hear from you in this regard as to what else can be included in the Robo Technician's job purview. You can either mail to SDP support or throw in here as a comment.

Ofcourse you could always use the SDP Insider.

The much awaited SDP 6 has been released. To know more information on what's new in sdp 6, click here.

There is an automated password robot i.e Robo Technician which can automatically connect to AD, reset password, fill out the request form with required details and close the request.

For download information of SDP 6 click here.

For information on issues and bug fixes click here.

hmmm...its time for the ServiceDesk Plus 6 release now. The final validation build is up and running..its just at a smelling distance. :)

Well well...having said so, i would like to brief you all up on an interesting feature enhancement i.e Category, sub category and Item present on a new request form.

This unique feature in ServiceDesk Plus 6 is all about providing a relevant classification for a specific request upto three tiers; namely category, sub category and item. The data in the sub category drop down is populated according to the selection made in the category drop down. Similarly, according to the selection made in the sub category drop down, the data gets populated in the Item drop down. That is, a request can be categorised according to its nature. For example, a compact disk related problem request can be categorized under 'Burn CD' and further to a sub category of 'CD writer' and again to Lens.

In the earlier versions of ServiceDesk Plus, this feature was missing and our customers were really on the look out for this very feature.

Understanding this unique feature in ServiceDesk Plus 6 :

Assume an incoming IT service request to a help desk for a change in browser version. Inorder that this request be better served, ServiceDesk Plus can have a category by name Browser, a sub category with a list of available browsers and the item as the version details pertaining to specific browsers.

The pooling of sub category (i.e the list of available browsers) is completely dependant on the category selection and in this case its 'Browser' and similarly the pooling of item list (i.e the list of available versions) is purely based on the sub category selection for example Internet explorer. Hence a clutter free classification of a request is possible.

Now then i was watching Brian Lara in action on saturday at the M.A Chinnasamy stadium, Chennai in a cricket match against India. Tough luck...India lost. However, i had a thing to cherish when i noticed Brian Lara playing with a Digicel logo on his Tee . You might be wondering what could Brian Lara be doing in this SDP blog. Its just that he endorses Digicel brand...and Digicel is our customer..!

Thats for now ...ciao..!

Now then in this new year I want to make it simple on Self service portal setup that most of the users get back to us with.

Please take note that both the users and the requestors log into the same URL and if you have linked ServiceDesk Plus with Active directory then the users can simply use their username / password to log into ServiceDesk Plus to get a status track on their requests.

The following is how a self service portal looks for a requestor/user.

And as for technicians logging with their credentials, they will be led to a portal where they would be able to see requests raised by users.

Hence in other words, ServiceDesk Plus adapts itself according to the access mode granted for each username by the administrator i.e either as a technician or user/requestor.

I would be glad to write more on such simple yet complex look alikes surrounding ServiceDesk Plus. Well, all that I can say now is ?.?expect more? :)

For more information on this, kindly click here.