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130
Configuring the ServiceDesk application
About incident categories and the data hierarchy
Action
(Optional) Add a MIME type
for remote control through
RDP
About incident categories and the data hierarchy
Configurations for the ServiceDesk application software (continued)
Table 9-2
Description
When a process worker works a task that is associated with an equipment
configuration item (CI), the worker can access the Remote Control (Via RDP) link.
The link runs a tool, which generates and downloads an RDP file that contains the
configuration item s IP address. The worker can use the RDP file to open a Remote
Desktop Connection to the computer that the CI represents.
This functionality requires that IIS (Internet Information Services) contains a MIME
type for RDP. If you plan to use the remote control tool, you must add the new MIME
type. In Internet Information Services Manager, you can edit the local computer s
Properties and add a new MIME type. In the new MIME type, both the extension and
MIME type are .rdp.
After you add the new MIME type, you must restart IIS for the change to take effect.
ServiceDesk uses categories to classify incidents. The support technicians assign
a category to incidents in the advanced incident form. The incident category helps
route the tickets to the appropriate incident technician or queue. The category
also helps sort incidents for reports.
You can use additional levels of classification items to further identify the
incidents. The main categories and the additional classification items are referred
to as the data hierarchy. You can define up to 10 levels of categories in the
hierarchy.
When you set up the data hierarchy, try to achieve a complete categorization
system without making it too complex. Provide enough nested levels for the
support workers to accurately classify the incidents. However, too many categories
and classifications make it difficult to select the correct one. When incidents are
categorized incorrectly, some steps in the process might be skipped or the incidents
might be reported incorrectly.
You can use any of the following categories:
Default categories
ServiceDesk contains predefined incident categories, which you
can use immediately or edit to meet your organization s
requirements.
You can view the default categories in the ServiceDesk portal from
Admin > Data > Hierarchy Data Service.
See
"Default categories for incidents"
on page 177.
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