CI Assemblies, or Configurations as they used to be called prior to Service Desk Express 9.6, are the basis for grouping Configuration Items, or Inventory Items prior to 9.6, together by location. What I thought I would write about in this post are my views on best practice for using them and some of the [...]

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I can’t imagine any Service Desk Express implementation that doesn’t involve a business rule that sends an email to a client when a ticket is logged in their name and I remember back in 2003 my first ever business rule did exactly that. The thing was that I was also asked to create an Incident [...]

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