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Advanced i ServiceDesk Setup and Customization

Advanced i ServiceDesk Setup and Customization . Tim Prado Dan Maddux TMA Systems. Customizing i SD. A Few examples Understanding the concepts Making the changes Should I have TMA make the changes? Testing Roll Out. A Few Examples. A Few Examples. A Few Examples. A Few Examples.

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Advanced i ServiceDesk Setup and Customization

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  1. Advanced iServiceDesk Setup and Customization Tim Prado Dan Maddux TMA Systems

  2. Customizing iSD • A Few examples • Understanding the concepts • Making the changes • Should I have TMA make the changes? • Testing • Roll Out

  3. A Few Examples

  4. A Few Examples

  5. A Few Examples

  6. A Few Examples

  7. Understanding the Concepts • Understand basic HTML • Select a decent editor • Consider some training • If you’re an HTML expert, this is a breeze

  8. Here’s a quick test <form action="/request_submit.cgi" enctype="x-www-form-encoded" method="post" name="RequestForm"> <input type="hidden" name="Request Type" size="20" value="WEB"> <input type="hidden" name="Building" size="20" value="BLDG_DEF_KEY"> <!-- <input type="hidden" name="Requester IP Address" size="20" value="HOSTIPADDRESSKEY"> //--> <!-- <input type="hidden" name="Authenticated User" size="20" value="ISD_AUTHUSER_KEY"> //--> <input type="hidden" name="LOG_RQ_FK" size="20" value="LOG_RQ_FK_KEY"> Add the following line of code below the LOG_RQ_FK code: <input type=”hidden” name=”LOG_RC_CODE” size=”20” value=”PP” - replace PP with the repair center code.

  9. Making the Changes • Download default pages from support site • Make a folder to store the original files • Copy the working files into your iSD folder • Make your changes in a test environment • Refresh the pages as you make changes • Save completed files in a separate folder

  10. Should TMA make the changes? • If you do not know basic HTML • You don’t have staff that with the knowledge • If you want to have support on the pages • You are willing to schedule the service • You have the budget to do so

  11. Testing • You must test your changes thoroughly • Regardless of who made the changes • Step through every page to completion • Verify that data made it to WebTMA

  12. Roll Out • You don’t have to roll it out to everyone • Sample rollout to select group • Verify that changes, spelling, grammar, phone numbers, links are correct and working • Roll it out to your entire client base • Be a success and verify that success with customized surveys

  13. Let’s Look at It Live

  14. Questions? Please complete the evaluation.

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