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Verify Close Codes
Portal Master Settings
Symantec® ServiceDesk Customization Guide 7.0
To make priority, urgency, and impact values truly global, you will also need to update
components that have the hard-coded values found in the following projects:
SD.Feeder.ProbemCreation (there is a decision table for priority in the Create New
Problem model > Set Priority embedded model)
SD.ProblemManagement (there's a Setup SLA model that is inactive by default, but
if you choose to customize and use it, be aware there are hard-coded priority,
urgency, and impact present)
SD.ChangeManagement
Close codes in incident management are: Completed Success, Training Required,
Review Documentation, No Fault Found, Monitoring Required, Advice Given, Change
Required, and Other. If desired, open the SDIncidentManagementProcess project and
modify the list. These default values can be changed with no ramifications.
To modify the close code values for Incident Technicians
1.
Open the SD.IncidentManagement project in Symantec Workflow. Please see
the Core ITIL Processes
Management from its package; there is an important, required step regarding
unpacking.
2.
In the Initial Diagnosis model, open the Initial Diagnosis Dialog Workflow
component.
3.
From the Interaction Setup tab, open the Dialog Model.
4.
Open the Work/Resolve Incident Form Builder component. This contains the UI
technicians access for working an incident.
5.
Edit the items list within the Drop Down List component for Close Code to reflect the
desired changes.
Portal master settings are established during installation. However, in ServiceDesk,
under Admin > Portal > Master Settings, it is recommended to review settings and make
basic changes as necessary. At a minimum make yourself familiar with what settings
exist. Do not change settings for data like URL, or disable checkboxes without fully
understanding the implications; there should be no need to change that type of
information.
Examples of basic settings to review:
Account Management > Password Expire Months setting (default is 6 months)
Account Management > Register Fail e-mail address
Account Management > Security Question 1
Email Settings > Admin Email (change to actual domain admin e-mail address)
Process Manager Events > these settings determine whether a particular event will
automatically generate a message delivered by ServiceDesk (so if users complain
about getting prompts within the portal at certain points within a process, you can
disable them here; this is different from e-mail notifications which are handled in
the Workflow project).
(page 18) if this is the first time opening Incident
Editing
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