House Bulletin August 2011: User Group, Taiwan Visit, New Customers and Tips & Tricks!

service desk software

August 1, 2011


Welcome to the latest HotH bulletin; a regular update on House-on-the-Hill news designed to keep you up-to-speed with new developments.

User Group 2011
It�s that time of year again! We invite you to join us at our annual User Group where you can find out about this year�s SupportDesk enhancements, take part in group discussions, and meet fellow SupportDesk users. Last year�s group was held at the popular venue of SupportDesk customers Fulham Football Club and was a highly successful and enjoyable day.

We would love to hear from those of you who wish to participate in the 2011 User Group which will be taking place towards the end of the year in Manchester. If you are interested in getting involved please get in touch today at Spaces fill up quickly, so claim your place soon!

HotH Travels
Fledgling HotH customers Dairy Farm Taiwan have recently been visited by House-on-the-Hill�s Managing Director, Iain Broadhead. As well as discussing their ITIL SupportDesk configuration, Iain delivered some SupportDesk user training to the Dairy Farm team. �It was great visiting Dairy Farm Taiwan and meeting the staff to talk about their requirements in person� Broadhead said of his trip. HotH currently also supplies service desk software to Dairy Farm Manila, Malaysia and Hong Kong.

New Customers Welcome
This month we are very pleased to welcome to the House-on-the-Hill family Gunnebo: a world renowned security solutions organisation with �expertise in secure storage, site protection, entrance control and cash handling�. We are thrilled to say that MultiChoice Zambia has also recently become a HotH cutomer. MultiChoice leads premium pay television in Africa and is committed to partnering local entrepreneurs, governments and broadcasters in order to �keep Africa connected in real time with the world through the DStv platform�.

Celebrating another year of outstanding A level results and with a mission to inspire children to reach their full academic potential, Bolton School are one of the North West�s leading schools. We are proud to say that they too have selected House-on-the-Hill as their service desk supplier, so a huge HotH welcome to all of our new customers! We look forward to a long and happy working relationship.

Tips and Tricks
Due to popular demand, we are bringing back the Tips and Tricks section of the House Bulletin. Each month we will offer you a piece of SupportDesk knowledge that could help make the most of your system.

This month, we have had a few queries regarding linking records and closing linked records. A call may have �parent� or �child� calls associated with it: this can be useful when linking related incidents to a problem, or when there are many calls regarding the same issue.

To link records, click on the �Search and Link Related Records� tab at the top of the call screen. Then hit the button which says �click to show parents� or �click to show children�, and select depending on whether you wish to relate parent or child records to the call. Highlight any calls you wish to link and use the chevrons to move the record into the lower box.

So now that you have linked records, you have the option to enable SupportDesk to close linked calls all at once. To set this up, go to the Closed status in Service Level Management. There is a section on the Workflow and Actions tab named ITIL, and here you should see a tick box which says Close Linked Records. If you select this tick box and log out and back in, you will be able to close the parent record and simultaneously close all of its children.

Thanks for reading this e-bulletin. If you have any suggestions for future news items please email using and don�t forget to email your new feature-suggestions for the SupportDesk 2012 project to

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