Symantec SERVICEDESK 7.0 MR2 - IMPLEMENTATION GUIDE V1.0 Implementation Manual page 10

10 Contents
Chapter 10
Chapter 11
Chapter 12
Chapter 13
About the incident priority ........................................................... 131
Default priority, urgency, and impact values ................................... 132
How the incident priority is calculated ........................................... 133
About the Service Level Agreement and Operating Level
Agreement .......................................................................... 134
About the Service Level Agreement (SLA) time frames ...................... 135
Default SLA time frames .............................................................. 136
About business hours and holidays ................................................ 136
About Follow the Sun routing ....................................................... 137
About replicating the Process Manager database .............................. 138
About the Service Catalog and service items .................................... 138
Managing security, users, roles, groups, and
permissions
About ServiceDesk security and permissions ................................... 141
About group-level permissions ...................................................... 142
About ServiceDesk authentication ................................................. 143
About adding users from Active Directory ....................................... 143
Customizing the ServiceDesk portal
About the ServiceDesk portal ........................................................ 145
About customizing the contents of ServiceDesk portal pages .............. 147
About customizing forms ............................................................. 147
About the Customer Satisfaction Survey ......................................... 149
Customizing the email in ServiceDesk
Customizing the email actions for ServiceDesk processes .................. 151
About automatic email notifications .............................................. 152
About the contents of email notifications ........................................ 153
About configuring the email monitoring ......................................... 154
Distributing the ServiceDesk documentation
Making the ServiceDesk documentation available to users ................. 157
Configuring the Help link for ServiceDesk documentation ................. 159
Linking to the ServiceDesk documentation from a Links Web
part ................................................................................... 160
Displaying the ServiceDesk documentation in a File Browser Web
part ................................................................................... 161
Adding the ServiceDesk documentation to Document
Management ....................................................................... 162
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