Service Desk Express ships with a comprehensive, if somewhat clunky, business rules manager that allows the system administrator(s) to view, create, update and delete business rules based on data changes in the Service Desk Express database. Whilst this tool is fit for purpose only system administrators and group administrators are able to use the tool [...]

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I have often been asked about recording the history of a record and the best way of doing it. What I propose to cover in this post are some of the different techniques for tracking history and propose a potential additional benefit by introducing it.
So to begin with we will take a look at tracking [...]

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One of the first projects I ever did was a forward schedule of change (FSC) for self-service. The organisation I was working for wanted to be able to display the FSC from within self-service. As this functionality wasn’t supported by Service Desk Express, I created a web application that enabled it.
Since then I have had [...]

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