ServiceDesk 4.5.70 Update 02/08/12

Typically we have been updating SmartParts data about three times per year, and our last update was in November, which made us not quite due presently (typical pattern-wise, that is) for another update.  However, we were informed by a few users of SmartParts pricing (in particular on Whirlpool products) that was significantly too low.  On investigation, we learned Whirlpool had released new pricing, with very large increases on some items, not long after our prior update.  Thus, it made sense to do an update of our own immediately, rather than waiting for the normal update cycle as is more typical. 

This update also applies, incidentally, to the SmartParts data set that's automatically built-into (and included with) the SD-Mobile service.  It's virtually automatic there. 

If you're using SmartParts otherwise (i.e., in the office), please do a SmartParts data update immediately (go to Alt-F10 and click on the CD-tool symbol in toolbar at top). 

If you're not using SmartParts otherwise, we highly recommend you install the data (call us for user/download credentials) and check it out.  Most who've gotten used to it consider it indispensable.  You may try for 30 days for free. 

If you did not know, SmartParts is both a data set (models and serials, with lookup on models of fast-moving parts), and is also an independent, run-on-its own program.  The Alt-F10 window within ServiceDesk is essentially the same interface as is presented by the stand-alone SmartParts program.  If you're using ServiceDesk, there's little need for the stand-alone program, since you get virtually the same interface within ServiceDesk (the stand-alone program was mainly intended for non-ServiceDesk users, though you're welcome to use it in such form regardless, if wanted). 

Anyhow, there is an element functionality that until this release of ServiceDesk could only be accessed from within the stand-alone version of SmartParts.  It's a feature that allows you to specify for download, into the SmartParts data set, parts pricing that's particular to a participating parts distributor.  To date, the only distributor who's setup to provide such pricing is Reliable Appliance Parts, and theirs has been available for several years.  More specifically, their U.S. pricing has been available for several years. 

In such regard, a recently-implementing Canadian user, noting that Canadian prices are not the same as U.S. prices, asked if we could get Reliable (which is very big in Canada) to provide the same data as they've already been providing, but with Canadian pricing instead.  They agreed, so now (within the SmartParts) interface, you can specify to grab particular-to-distributor pricing from either Reliable-US, or Reliable-Canada.

Additionally, while the dropdown for this specification formerly existed solely within the stand-alone version of SmartParts, it's now available from the within-SD interface as well.  From the ServiceDesk Alt-F10 view, just click on the "i" information symbol on the toolbar. 

The option you select has effect when you click on the toolbar's CD symbol to update.  

We've long had some pretty elaborate security built into ServiceDesk, including elements that log (in various contexts) a whole series of user actions.  Recently, though, a new user had an idea for a kind of logging we were not doing, and it seemed like a great idea. 

In a nutshell, any time a user is asked for and presents a password, our new log will record that specific event, as such an event.   The logfile that's built is called KeyIncidents.csv (the word "key" is employed because passwords are essentially particular keys inserted into the locks of particular doors), and will open nicely in Excel:

As you can see, the first column indicates when the event occurred.  The second identifies the security context involved (you can reference your ServiceDesk SecurityActions form, Shift-F11, for meaning).  The third identifies a string as associated with the particular key/password as used (aside from MasterPassword, this comes from the second column on the Users page within the SecurityActions form).   The fourth identifies an abbreviation for the username under which the applicable instance of ServiceDesk was operating.  The fifth identifies the name of the computer the program was running in.  The sixth is a data integrity number.  Basically, it encodes certain parameters for the file and entry that will permit you, if the need should ever arise, to determine whether the file has been subject to edits. 

In regard to this last, we could have configured the file to be encrypted, but that opens up its own complications,  We deemed the tamper-evidence numbering system as a more simple expedient, better tailored to actual level of security need involved. 

With this particular release, the file will be found within your system's operative \sd\netdata folder.  From the next release forward, it will found in the \sd\LogFiles folder.