ServiceDesk 4.5.13 Update 04/18/11

Many readers know that, historically, Rossware systems have "farmed-out" email functions.  Rather than handling them directly in other words, they've "called" on Windows to perform wanted email tasks.  Windows, in turn, calls on whatever email program is installed and setup as default, if any. 

This is precisely how Microsoft has long intended that applications should manage their email-related functions, and in general it works, albeit with occasional frustrations as encountered within particular installations (in other words, you may or may not be fine with that scheme, depending on your setup).  

In the effort to once and for all overcome all potential obstacles, last year we introduced a direct-send option.  When using this method, Rossware systems perform email tasks directly, using their own mechanisms, and without calling on the Windows Mail Client in any manner.  It was first introduced in the SD-MobileLink program, then added to ServiceDesk itself with Rel. 4.4.93 (you may search below to find that release announcement). 

At that point, however, there was a limitation.  The direct-send method only worked for emails that were sent-off for you directly, behind-the-scenes, and without user-first review.  In other words, it did not work for those emails that ServiceDesk opens for you first, in a compose Window, for you to review, perhaps add your own text, and then send.  This limitation was because we simply had no compose window of our own, and thus had to refer you to the Windows Mail Client, for use of its compose window. 

That is changed with this release. 

We have now created our own, ServiceDesk Compose-Email Window, which will be applicable if you opt in the Email Setup form to use the Direct method.  Here is what it looks like:

With this addition, you can now totally abandon use of the Windows Mail Client for all emailing as associated with ServiceDesk.  It's quite flexible.  You can even include electronic signatures.  All details are in an also-revised Email Handbook, accessible via button from within ServiceDesk's Email Setup form, or from this link.