Thread: Migration from SD 5.1 to SM 7

Hi,

I have following problem. The company I work for has now HP Service Desk 5.1. With SD there is a very nice inactivity rule: when your section terminates
and you start to work after some inactivity - the client just takes a licence from the pool of concurrent licenses. Basically you don't even know your session was terminated.

With SM there is a different situation - inactivity means that your session ended and you have to log in again.

The main problem is: we had 30 concurrent licences and with inactivity time set to 5 minutes, we were able to have about 120 users working with SD.
120 floating licences are very expensive and from migration HP will give us only 30.

Have anyone of you faced the same problem?

The worse is that with new 90 licenses (120-30) for HelpDesk module, we have to buy 90 floating licenses for Foundation module.
That is gonna hurt...


regards
Artur

I forgot to ask - is there a way to login again just by answering YES to that question after inactivity ? When I click Yes I see message that connection to server was lost.


regards
Artur

I am not aware of any way to resume a session once you have been timed out. Using the inactivity timer, sessions are simply killed, and the user has to log back in.

In general, this has been our biggest usability complaint. We have done some work to alleviate the pain by making the inactivity timer only fire when we need to recover licenses and first killing sessions that have been inactive the longest. This has reduced the number of complaints, but it doesn't do much for the user who has to run to a meeting in the middle of filling out a ticket and has to start over again when they return.

What you are describing sounds like an excellent enhancement request.

It sounds to me like you're exploiting that ServiceDesk doesn't handle inactivity very well. If you have 120 users in the system, that's 120 licenses, not some hack to only pay for 30. ServiceCenter does it right, so you will need to buy licenses for the users that are using the system.

You may want to consider some named licenses if you have users that are in the system their entire day (eg helpdesk, queue managers). Named are much cheaper then floating.

Hi,

from the SD customer point of view - when you used 30 licences and that
allowed to work about 120 users, when HP will give you 30 licences only,
it really does not look right.
HP claim conversion to be on no payment basis, but it is only theory.

Another point of view: for the beginning HP offered only SCAuto SDK for migration from SD to SC/SM. SD has quite a reach functionality to connect
to LDAP, send emails with attachments and more - I am new to SD so
just repeat my colleagues words.
I think HP started to realise that it is not fair - and you know what? They
now offer database, LDAP and email connector.

The same story is with concurrent SD licences. 1:1 migration does not
seems to be fair.

regards
Artur

Originally Posted by Artur

from the SD customer point of view - when you used 30 licences and that
allowed to work about 120 users, when HP will give you 30 licences only,
it really does not look right.
HP claim conversion to be on no payment basis, but it is only theory.

Did HP recommend the very short timeout to avoid purchasing the licenses you really needed? Or did you get that suggestion from elsewhere?

Hi,

yes, they did. I know that this is some way.
But this is totally new way the people will have to start working.
After about 2 years of doing it in other way...

regards
Artur

Originally Posted by Artur

Hi,

yes, they did. I know that this is some way.
But this is totally new way the people will have to start working.
After about 2 years of doing it in other way...

If HP told you to do that, then I would say hammer your salesperson on this. As tommy said, it's not going to work that way in SM. You may have trouble though, as that's (as you know) a pretty big cost difference between 30 and 120 licenses.

Hi,

this seems to be a common configuration for SD customers. It's the same at another SD customer here. You need to discuss this with your sales person and find a solution for this (maybe you get some discount, etc..).

Greets,

Lars