Advanced iServiceDesk Setup and Customization

Tim PradoDan Maddux

TMA Systems

Customizing iSD• A Few examples• Understanding the concepts• Making the changes• Should I have TMA make the changes?• Testing• Roll Out

A Few Examples

A Few Examples

A Few Examples

A Few Examples

Understanding the Concepts• Understand basic HTML• Select a decent editor• Consider some training• If you’re an HTML expert, this is a breeze

Here’s a quick test<form action="/request_submit.cgi" enctype="x-www-form-encoded" method="post" name="RequestForm"> <input type="hidden" name="Request Type" size="20" value="WEB"> <input type="hidden" name="Building" size="20" value="BLDG_DEF_KEY"> <!-- <input type="hidden" name="Requester IP Address" size="20" value="HOSTIPADDRESSKEY"> //--> <!-- <input type="hidden" name="Authenticated User" size="20" value="ISD_AUTHUSER_KEY"> //--> <input type="hidden" name="LOG_RQ_FK" size="20" value="LOG_RQ_FK_KEY">Add the following line of code below the LOG_RQ_FK code:<input type=”hidden” name=”LOG_RC_CODE” size=”20” value=”PP” - replace PP with the repair center code.

Making the Changes• Download default pages from support site• Make a folder to store the original files • Copy the working files into your iSD folder• Make your changes in a test environment• Refresh the pages as you make changes• Save completed files in a separate folder

Should TMA make the changes?• If you do not know basic HTML• You don’t have staff that with the knowledge• If you want to have support on the pages• You are willing to schedule the service• You have the budget to do so

Testing• You must test your changes thoroughly• Regardless of who made the changes• Step through every page to completion• Verify that data made it to WebTMA

Roll Out• You don’t have to roll it out to everyone• Sample rollout to select group• Verify that changes, spelling, grammar, phone

numbers, links are correct and working• Roll it out to your entire client base• Be a success and verify that success with

customized surveys

Let’s Look at It Live

Questions?

Please complete the evaluation.