What s New in LANDESK Service Desk

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1 What s New in LANDESK Service Desk ABSTRACT This document highlights the new features and enhancements introduced in LANDESK Service Desk Document Creation: September, Service Desk GA: October

2 This document contains information, which is the confidential information and/or proprietary property of LANDESK Software, Inc. and its affiliates (referred to collectively as LANDESK ), and may not be disclosed or copied without prior written consent of LANDESK. To the maximum extent permitted under applicable law, LANDESK assumes no liability whatsoever, and disclaims any express or implied warranty, relating to the sale and/or use of LANDESK products including liability or warranties relating to fitness for a particular purpose, merchantability, or infringement of any patent, copyright or other intellectual property right, without limiting the rights under copyright. LANDESK retains the right to make changes to this document or related product specifications and descriptions, at any time, without notice. LANDESK makes no warranty for the use of this document and assumes no responsibility for any errors that can appear in the document nor does it make a commitment to update the information contained herein. For the most current product information, please visit Copyright 2016, LANDESK Software, Inc. and its affiliates. All rights reserved. LANDESK and its logos are registered trademarks or trademarks of LANDESK Software, Inc. and its affiliates in the United States and/or other countries. Other brands and names may be claimed as the property of others. 2 What s New in LANDESK Service Desk

3 Table of Contents Enhancements to Workspaces and improved efficiency for analysts... 4 Searching in Workspaces... 4 User Management in Workspaces... 4 Impact Analysis in Workspaces... 4 Extended IDs... 4 Other enhancements in Workspaces... 5 Copy Rules... 5 Filtering on query results and Add/Detach actions... 5 Other enhancements... 5 Changes to supported platforms... 5 What s New in LANDESK Service Desk

4 Enhancements to Workspaces and improved efficiency for analysts LANDESK Service Desk continues to enhance the experience and usability of LANDESK Workspaces, and provides powerful new analyst features that enable them to take action faster. As ever, there are fixes and customer enhancements. Searching in Workspaces Improve user experience. Search capability now available in Workspaces. Using Dashboard Designer, you can now add a search box to a dashboard in Workspaces to help analysts more easily find what they need. You can configure the gadget to search across all items, or only for specific types such as Change, Knowledge Article, and so on. The results page can also been filtered by type at runtime for faster and more targeted results. User Management in Workspaces Secure user functions and data. A Manage Users page has been added to the Administration section of Workspaces to enable you to complete the most common user management functions. You can create, modify, and delete users, roles, and groups as well as manage a user s group and role membership. Impact Analysis in Workspaces Greater visibility for service management professionals. Impact analysis helps you to evaluate the potential effects and consequences that a change to a Configuration Item (CI) will have on other CIs, and hence the level of service that can be provided to other users provides an initial version of impact analysis in Workspaces using a list of the affected CIs. The Impacted Items list is configurable and enables you to view details of the individual items that would be impacted. You can access the Impacted Items list either from a process window such as a problem, or from the window for the CI itself. Extended IDs Improve usability and clarity. Your system probably includes many different types of process: Problems, Changes, Requests, and so on and sometimes they appear in the same lists making it difficult to distinguish between them using their identity number. To facilitate the identification of different types of items in the system, upgrading to creates extended IDs for all items that you can then use in your queries. These extended IDs include an additional identifier ahead of the standard ID, and are also applied to collection items. By default, Incidents appear as ID I:(number), Changes as C:(number), Tasks on Requests as R:(number) T:(number), and so on. For example, Incident 67 becomes I:67, and the third Task on Request 876 becomes R:876 T3. 4 What s New in LANDESK Service Desk

5 Other enhancements in Workspaces A number of other enhancements and new features have been added to Workspaces. Copy Rules Copy Rules enable you to specify that a value is copied from one attribute in the database to a different field on a window, where it can be changed for that specific use if required. For example, you can configure a copy rule to copy a value from the Raise User object, such as the code for the user s cost center, into a suitable field on the Request window. On the Request window, this cost center value can either be left as the default, or modified. From V2016.3, a simplified implementation of copy rules is available in Workspaces. Filtering on query results and Add/Detach actions A filter box now appears above each column in a query results list in Workspaces, including the query results list that that you choose items from to add or detach to a process. Other enhancements Improvements have been made to Object Designer that simplify creating relationships and identifying existing relationships. Improvements have been made to the data synchronization when you use Test to Live Changes to supported platforms Microsoft Active Directory 2012 is now supported. For a complete list of enhancements added to Service Desk , see the New Features Guide; for a complete list of the Supported Platforms, see the Supported Platforms documentation. What s New in LANDESK Service Desk