The community will be in read-only from Tuesday 11:59pm (PST) to Wednesday 7:30am (PST)
The community will be in read-only from Tuesday 11:59pm (PST) to Wednesday 7:30am (PST)
Service Desk Practitioners Forum
cancel
Showing results for 
Search instead for 
Did you mean: 

SP20 vs SP22?

Highlighted
Milan Bucko
Super Collector

SP20 vs SP22?

We have just installed SP20 on our Service Desk server. I am wondering if to keep SP20 or update to SP22 right away.

I have noticed that SP20 is no longer downloadable from HP and therefore I was curious if SP22 is so much better than SP20 :).

Thank you for response.
8 REPLIES
Ken Briscoe
Honored Contributor

Re: SP20 vs SP22?

Not sure about move from SP20 but we've just upgraded a client from Sp7 to SP22 with very few issues. SP21 adds unlimited code fields - a key benefit to us because a single code table can now be shared across all entities.
The only bugs I've found are:
- Can't set values to any Service or SLA custom fields in DB or UI rules in the Service or SLA modules. But HP have a hot fix for this
- the "On" operator when searching for records doesn't work - eg if seraching for all Service Calls registered ON a certain date. But HP have come up with a workaround - just use BETWEEN 00:01 and 23:59 for the day.

Hope that helps.....Ken.

My email is kenilian@bigpond.com.au
George M. Meneg
Honored Contributor

Re: SP20 vs SP22?

Hello Peter,

You can download SP20 from http://openview.hp.com/sso/ecare/getsupportdoc?docid=SDSK_00082
and SP20 web console at http://openview.hp.com/sso/ecare/getsupportdoc?docid=SDSK_00083

The ability for custom codes exists in SP20.

But if I were you I would wait for SP23 (due to May) because it added several fixes
menes fhtagn
Milan Bucko
Super Collector

Re: SP20 vs SP22?

Thank you for replies. We upgraded from SP17 to SP20 due to unlimited custom fields. That seems to be solved in SP20. I think we stick with SP20 untill SP23 release in May. If you have any suggestions regarding SP20 hotfixes please post me some information. Thank you
Michel SILVA SO
Occasional Visitor

Re: SP20 vs SP22?

Hello Peter,
You can have a look here to get more information if necessary:
http://forums1.itrc.hp.com/service/forums/questionanswer.do?threadId=1102857

Rgds,
Michel
John Chalker
Super Collector

Re: SP20 vs SP22?

We upgraded to SP22 last month and one bug that affected us is that DB and UI rules were not updating custom fields. HP finally provided us with a hotfix.

http://openview.hp.com/ecare/getsupportdoc?docid=ITSM008946
John Chalker
Super Collector

Re: SP20 vs SP22?

Sorry meant to add this:

Besides the bug previously mentioned we really like some of the new features that have been added.

The addition on unlimited custome fields was huge for us.

Also, there was another feature that we could not find documented anywhere. You can now BCC you service desk ticket creation email to generate tickets! This means no more rejected tickets because someone replied to all without removing the service desk ticket alias.
Ken Briscoe
Honored Contributor

Re: SP20 vs SP22?

John, that's the same problem I referred to in my post above. I also got the hot fix, but haven't had a chance to apply it yet and test it. Did it work OK for you? thanks...Ken.
My email is kenilian@bigpond.com.au
John Chalker
Super Collector

Re: SP20 vs SP22?

Ken the hotfix worked perfectly. During our testing we found no ill effects and it resolved all the problems with rules not updating custom fields.
//Add this to "OnDomLoad" event