Advanced i ServiceDesk Setup and Customization

Advanced iServiceDesk Setup and Customization Tim Prado Dan Maddux TMA Systems

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

A Few Examples

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

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="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.

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

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

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

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

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Advanced i ServiceDesk Setup and Customization