Cool Solutions

What’s new in Novell Service Desk 7.0


December 6, 2012 7:49 am





Novell Service Desk 7.0

Novell Service Desk 7.0 is a major release of Novell’s Service Management platform. The focus of this release was on reporting and usability. Novell Service Desk 7.0 includes a completely new Dashboard with drag and drop capabilities and the ability to select from over 140 predefined widgets. In addition, this new dashboard can be set as your home page so you have all the information available at your fingertips.

In addition, Novell Service Desk 7.0 has significantly expanded the customer report writer, allowing users to build virtually any report they desire. Users may also schedule these for delivery using the new report scheduling facility.

Novell Service Desk 7.0 also includes hundreds of refinements and significant new features such as Multi-source LDAP/AD, New relationship impact map analysis with active lifecycle states, Line Manager Approvals, Calendaring (with synchronization to using iCal which enables GroupWise calendars to be kept updated ) and Knowledge import via CSV.

We’ve also been able to squeeze out even more performance in version 7.0 and you’ll notice that the UI is snappier than a perturbed Birgus latro.

Authentication, User Management and Licensing

  • Directory Server Federation (for user authentication)
  • Directory Server Field mappings can now refer to a Line Manager for Customers
  • Users can now have all correspondence sent to an alias, rather than their primary email address
  • Challenge-style password reset functionality (for non-directory server access) has been added
  • New licenses are required to access v7

User Portal Interface Enhancements

  • The dashboard has been rebuilt and uses dynamic (Web 2.0) components
  • Dashboard widgets have been created for request streams which refresh every minute
  • The events calendar has been rebuilt and supports integration with calendar applications
  • Workflow Maps have been further refined to aid readability and tooltips have been added
  • Item Relationship Maps have been rebuilt to allow easier navigation of the item relationships

Customer Portal Interface Enhancements

  • The ‘Home’ page of the Customer portal has a new request list to aid readability
  • A ‘Related Requests’ box is available to customers when viewing a request
  • The welcome message is now templated in the admin (localization) setup

Requests (Service Requests/Incidents/Problems/Change Requests/Deployments)

  • Service Request and Change Requests now allow Customer or Line Manager approval states
  • Visual Cue added to the left edge of the editor to help identify the process being worked in
  • Item Relationship Map for CI shadow management is now accessible from the main editor
  • Scheduled Quick Calls can now be targeted at specific customers if necessary
  • Quick Calls can now be shared by team, restricting visibility to those requiring access
  • Quick Calls can now be triggered to be created directly into an approval state
  • New option to assign queued requests to the closing technician has been added
  • Searching ‘List’ style custom fields now allows multiple selection of values
  • Workflow visual includes Tooltips to aid identification of state transitions
  • Incidents can now be converted to Service Requests (and vice-versa)
  • Problem Teams now support queueing of problem records
  • Problems no longer have customer notification options

Configuration Management

  • Outages can now be created to affect multiple of CI’s and trigger item status changes
  • Outage notifications have been improved to be more inline with request notifications
  • FSC dates will be applied to requests allocated to Outage windows
  • CI Attachments can now be toggled to have public or private visibility
  • ZENWorks Desktop Management is no longer supported by AMIE
  • AMIE mapping file included to support Spiceworks v5
  • Item Types can now be duplicated

Knowledge Management

  • Knowledge base content can now be imported via CSV
  • Forums module now makes use of the Rich Text Editor
  • Customer Survey ‘scale’ is now user configurable (using the 1 to X response option)
  • Article Filter selection will now be preserved between sessions (like all others)

Service Level Management

  • It is now possible to queue support contracts up for customers, organisations and items
  • Management of support contracts has been reviewed and refined
  • SLA Reports have again been reviewed and refined


  • Scheduled reports are now completely customizable and can include many system reports
  • Custom reports built using the report writer can also be included in the scheduled report
  • Custom scheduled reports are defined ‘by role’ and adhere to process based permissions
  • KPI reports now allow a date range of up to 3 months (up from the previous 30 days)
  • KPI request distribution chart now treats an hour as the half hour either side of that hour
  • Report Builder supports many more entities, and many more fields on existing entities
  • Report Builder now allows aliases for selected fields to aid report presentation
  • Excel and PDF outputs of lists will retain the user sort in the user interface

Email & SMS Processing

  • Partner banners will now be used in partner account email messages
  • Request allocation refined when using a single email inbox
  • Out of office email markers are now user configurable


  • CSV Imports using the LiveTime template will attempt to auto-match the fields using the headers
  • Many performance enhancements have been implemented at the data access layer to speed up the UI

ZENWorks Integration

  • A ‘reset’ button has been added to the ZENWorks configuration to reset the certificate
  • The remote control client will now display version information if the client is incompatible

Other Notable Customer Requests addressed in this release:

Many of the new features were inspired by customer requests relating to existing features. In addition to those customer requests addressed by the changes above, the following were also incorporated into this version:

  • Ability to assign a partner org to customers imported via CSV
  • Technician emails relating to queued requests should use the system default language instead of defaulting to english
  • New Timezone added to allow for timezone uniqueness in Mexico City
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Categories: Announcements, Service Desk, Technical