ServiceDesk 4.3.78 Update 04/20/08

In the FinishedForm context (Alt-F4), many have wanted to save different versions of a ticket, though under the same Invoice/Job Number.  Now you can.  In any FinishedForm's InvoiceNumber box (top-right corner), just add a non-numeric character after the invoice number, plus any other characters as may be wanted.  You could, for example, change "72688" to "72688A", or perhaps "72688-Est" or "72688-02" (in the last example, the hyphen serves as the needed non-numeric character).  So long as you've retained the same base number, and made sure the first character immediately following is non-numeric, the system will save your work as an independent edit.  Next time you go to load that form type with that particular job number, the system will ask which of the edits (if any) you want load.

Added a ModelsHotList.  This is very similar to a PartsHotList feature that was added about 18 months ago (see entry dated 9/25/06).  The idea is, you can create a list of the particular models that involve some matter of concern or interest.  At various points in ServiceDesk, when you're dealing with model numbers, ServiceDesk will check that list, and if it finds a match, it will tell you so, and inform you of the note you previously created in connection with the model.  Creating the ModelsHotListis virtually identical to what's done for a PartsHotList, as follows:

1. Open a new document in Excel;

2. For each model number that you want to call attention to, use a single line, with two columns.  In the first column, place the applicable model number.  In the second, place a note explaining what's special about that item (i.e., the text you want your operators to see when that model number comes up).

3. Save the document in the required location, with required name, and required type.

4. Specifically, in the bottom of Excel's 'Save As' dialog form there's a box that says 'Save as Type'.  Open the drop-down there and select "Text (Tab delimitted)(*.txt)" as the type to use.

5. Be sure you're saving the document to the x:\sd\netdata folder (where 'x:' is whatever drive your server happens to be); and

6. Be sure it's saved under the name ModelsHotList.TXT.

7. Once the file has been created, you can return and edit it (add, subtract, change, etc.) at any time wanted.

To see the response that occurs in ServiceDesk, open a UIS that pertains to the model in question and click on it, or create a new UIS with the model number.  These and several similar actions will provide the desired alert.