What’s New in LANDesk^® Service Desk 7.2

Common Forms Engine

• Forms behave identically in both the console and the Web portal to facilitate better usability and easier maintenance of screens in both interfaces.

Data Filtering 

• Data displays based on filters for easier management and usability. For example:
  • Display only direct reports to a logged in manager.
  • Display only members of select groups.
  • Display only incidents at a chosen location.

Improved Locking

• Two users can update different fields in a form at the same time.

Telephony Integration (Add-on module required) 

• Integration with standard and Internet telephony systems lets users make outbound calls by simply clicking a button in the toolbar.
• Inbound calls are displayed in a flashcard showing caller and dialed number details.
  • User can choose Answer, Hold, Lookup Caller, Lookup Incidents for Caller, Create Incident or any other process to populate the screen with caller details.
• Audit trail holds details of calls made and taken and logs information for both parties on the call.

Window Publishing 

• Design views that contain many Windows, based on Process, Action and Create State; each view can have many rules that publish these views to groups of people.
• User Type and Client Type windows are now included.
• Provides for greater flexibility, including displaying different windows in the console and portal.
• Eliminates the need to create duplicate windows to allow many groups to see the “same” window.

Microsoft Vista Support

• Fully supports Windows Vista.

Portal Performance Improvements 

• Performance improvements offer increased speed and accessibility.

Portal Performance Improvements 

• Performance improvements offer increased speed and accessibility.

Usability and Keyboard Entry Improvements 

• A number of shortcuts have been created for frequently used tasks to make keyboard entry of data easier and more efficient.