They always say,
“…a picture paints a thousand words…”
and, whilst generally not considered works of art, I find swim lane diagrams or cross-functional flowcharts (as they are called in Microsoft Visio) are a really superb way of explaining who does what when.
So, in the spirit of the above, whilst bored this evening (sat in a [...]

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Ok, so let’s say that you’ve implemented ITIL in your organisation and one of the requirements is that incidents are RESOLVED by the Service Desk and then CLOSED by the client. This is easy enough to implement in Service Desk Express by just creating a new User-Defined Status of RESOLVED that is flagged to “Stop [...]

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Frequently, I need to produce Excel Worksheets that have drop-down lists inside cells. If you ever need to do the same and can’t remember how – this is for you. The screenshots are taken from Excel 2007 but I have included references for Excel 2003 as well.
Personally, I always prefer to put the data that [...]

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Another project released. TechMagic is designed to provide engineers with a license free way of viewing incidents, work orders, purchase requests, problems and change requests assigned to themselves or a member of a group they belong to held in the BMC Service Desk Express database.
As with all my projects they are completely free. Any feedback [...]

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By default when a user clicks on the FAQs in Self Service they are presented with a FAQ Category list and no FAQs. The user then needs to pick a category and use a search string (albeit it can be blank) to show the FAQs for that given category. I was curious to see if [...]

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