Recently we upgraded our installation of Magic 7.51 to Service Desk Express 9.20. Our previous installation was on a single server, Windows 2000 and SQL Server 2000 SP4. Moving forward, we decided to split the application and database server, moving to Windows 2003 R2 SP2 and SQL Server 2005 SP2. The “upgrade” (if you can [...]

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Awhile ago I posted something in MagicSolutions forum about minimising the navigator bar by default. As I use my blog here as a repository for tricks and tips etc. I thought it would be worth just documenting it here. So, if you would like the navigator bar minimised by default for ALL your users:
Open C:\Program [...]

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Thought this little “ditty” might be of use to someone…As Magic/SDE Administrators you are trying to persuade your users to enter their User Availability data and keep it up to date. Whilst this information is useful for the routing of calls etc. it is not displayed anywhere and consequently is only useful when actually assigning [...]

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I guess one of the clever features of Service Desk Express is its ability to calculate the Due Date for a ticket based on its Urgency (or even Priority in version 9.6). If the Urgency of a ticket changes during its lifecycle Service Desk Express needs to know what rules to apply for the recalculation [...]

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