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Extend the CustomerServiceSurvey Data Type
Extend the Change Request Data Type
Extend the ServiceDesk Problem Data Type
Symantec® ServiceDesk Customization Guide 7.0
To enable users to display custom data on a Process View Page
1.
Log in to ServiceDesk as the administrator.
2.
Go to the Admin tab > Data > Lists/Profiles
3.
For Incident Management, select Edit Profile Definition
4.
Place a checkmark next to the new field. Note: SQL likely renamed the new field
based on uppercase letters to lower-case.
5.
Click on Generate.
The customer satisfaction survey is meant to be modified by customers to reflect what is
important to the organization.
ServiceDesk has a data type for the customer satisfaction survey, called
CustomerSerivceSurvey. This data type also resides in the SD.Data integration library. If
you want to add a question to the survey, it is required to add the attribute for that
question to the CustomerServiceSurvey data type.
Then, add a field for the new attribute in the survey itself. The survey is found in the
SD.CustomerServiceSurvey project, in the "Customer Service Survey Main Form" Form
Builder component.
One idea for customization is to add comment fields for each question, rather than
having one general comments field at the end of the survey. For example, capture a
specific comment for a specific question if the rating for that question is less than 3.
Follow the procedures in the preceding section "Extending the ServiceDesk Incident
Data Type," but make adjustments appropriate for the customer satisfaction survey.
The ChangeRequest data type is the central and unifying element within Change
Management. This data type is predefined to include properties relative to implementing
changes, such as name, description, schedule, impact, duration, etc. Your organization
may require the inclusion of specific properties to better refine how your changes are
handled.
Add new attributes as needed to the ChangeRequest data type in the SD.Data project.
Follow the procedures in the preceding section "Extending the ServiceDesk Incident
Data Type," but make adjustments appropriate for Change Management.
Modifications in the ProblemTicket Data Type
A data type can be thought of as a constraint placed upon the interpretation of data in a
process. ProblemTicket data type is the data type we associate with any problem in the
Problem Management process. The data type is associated with properties such as title,
urgency, description, SLA, etc. These properties move around in the process with the
data type.
Add new attributes as needed to the ProblemTicket data type in the SD.Data project.
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