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Configuring the ServiceDesk application
Configuring the ServiceDesk application software
Action
Set up incident categories
and the data hierarchy.
Verify or edit the default
impact, urgency, and priority
values.
Verify or edit the incident
close codes.
Configure the ServiceDesk
portal master settings.
Configurations for the ServiceDesk application software
Table 9-2
Description
Categories are used to classify ServiceDesk incidents. ServiceDesk contains predefined
incident categories, which you can use immediately or edit to meet your organization s
requirements. If you migrated incidents or categories from Helpdesk Solution, those
categories are added to the ServiceDesk portal for use in future incidents.
Review the existing categories and edit or add to them if necessary.
See
"About incident categories and the data hierarchy"
See
"Default categories for incidents"
During incident entry, the submitter specifies the incident s impact and urgency.
Support technicians can also specify the priority. When a user submits an incident,
the priority level is assigned based on the impact and the urgency that the user
specified.
See
"About the incident priority"
ServiceDesk contains default values for the impact, urgency, and priority settings.
You can change the available impact and urgency values and the priority that is
assigned to the combination of the two values. However, most ServiceDesk
implementations either use the default values or make only minor changes. You can
make these changes by editing SD.GeneralIncidentSubmitForm in Workflow Designer.
When an incident is closed, the support technician must provide a close code to
indicate the nature of the resolution.
ServiceDesk contains a set of predefined close codes that are ready to use. Review
them to ensure that they meet your needs. If necessary, you can delete or add to the
default close codes.
See
"About incident close codes"
The ServiceDesk portal master settings determine the behavior of the ServiceDesk
application software and portal.
The master settings are established during the installation of the ServiceDesk
application software. You can use the default settings or you can edit them as
necessary. We recommend that you review the settings to familiarize yourself with
them and then customize them for your organization.
See
"About the ServiceDesk portal master settings"
on page 130.
on page 177.
on page 131.
on page 170.
on page 171.
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