Welcome to the Novell Service Desk Cool Solutions Community

We are getting closer to releasing Novell Service Desk 7.0.1. This article has a list of the fixes and features we've added.

Novell Service Desk uses Category and then Type to define Items in its CMDB. This post discusses how they are used and provides an example to illustrate the concept.

We are pleased to announce that Novell Service Desk 7.0 Beta is now available. Novell Service Desk 7.0 is the next major release of Novell’s Service Management platform that provides significant new features. Find out more...

Do you take into account publc holidays with your service desk? For example, where the Service Desk has a global customer base and office locations in multiple countries, the observed public holidays for the different countries and states can be configured by the Administrator. Then when a request is logged by a customer in one country where the service desk has a public holiday, it assigns the new request to a Technician in a region that does not have the holiday.

In the United Kingdom, Oxleas NHS Foundation Trust was struggling with an overly complex helpdesk management solution, and wanted an easy-to-use solution that could integrate seamlessly with its existing infrastructure. Novell Service Desk allowed the Trust to rationalise and automate its technical support, improving efficiency and reducing expenses.

Along with a host of new features and capabilities, Novell Service Desk v6.5 also brings with it a new deployment option; the virtual appliance.

The virtual appliance can be deployed in under 3 minutes in a typical VMware environment which is just enough time to brew a decent cup of tea.

Read on to see how to do this ( the appliance, not the tea brewing ).

Several of you have asked about the Disclaimer text that displays at the bottom of everything we post at Cool Solutions. Here's the scoop.

We've just launched a massively refreshed Communities home page. Check it out.