In my previous posts in this series (New Starter/Leaver Process – Part 1 and New Starter/Leaver Process – Part 2) I described, diagrammatically, a new starter business process that could be implemented in Service Desk Express as shown below:

In the final part of this series I am going to finish it off with the business [...]

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BMC Service Desk Express has awesome customisation tools that allow you create complete new tables (modules) for storing custom information in your Service Desk Express database. These custom modules can be presented in Self Service as well for end-users but here is the catch…
Out of the box you can’t restrict entries created by one client [...]

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Ever wondered how to communicate with all assessors and/or approvers of a change request that the status of a change has changed? If the answer is “Yes” you will, probably before now, have realised that this is not as straightforward as it seems.
What I hope to achieve in this post is to walk you through [...]

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In my previous post (New Starter/Leaver Process – Part 1) I described, diagrammatically, a new starter business process that could be implemented in Service Desk Express as shown below:

In this post we are going to lay the foundations to build this process (by populating some necessary data) and then in the final post in the [...]

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Synchronising with Active Directory is NOT the best approach
This is a deliberately argumentative statement that, throughout this series of posts, I want to explore and explain my reasoning behind. The other aim of this series is to provide a real-world example of a new starter/leaver process that can be implemented in Service Desk Express.
For many [...]

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A post in the MagicSolutions forum posed a challenge that I thought would be fun to try and solve, namely how to filter the Assign To grids in Service Desk Express. Unlike other popups that are accessed from a popup icon on the form these popups are accessed by clicking on the Assign To menu [...]

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