Table of Contents
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incident category 130
See also data hierarchy
about 130
defaults 177
migrating from Helpdesk Solution 118
incident impact. See impact of incident
Incident Management
configuration 98
incident migration
migrated data 117
migrating 115
working migrated incidents 118
incident priority. See priority
incident timeout
customizing 128
incident urgency. See urgency of incident
Information Technology Infrastructure Library. See
ITIL
installation
about 36
components 92
custom 92
information required 54
location 72
preview 101
process 37, 39
process for ServiceDesk solution software 58
re-running 102
scenarios 36
screen capture utility 109
server requirements 45
ServiceDesk application software 59, 61
ServiceDesk solution software 58
ServiceDesk upgrade 67
summary 101
system check 85
upgrade process 44
upgrading 41
Workflow Designer 64
Workflow Designer upgrade 67
installation file
screen capture utility 112
ServiceDesk application software 60
installation settings file
saving 85
using 62, 69
ITIL
about 24
process configuration 97
K
knowledge base item
migrating from Helpdesk Solution 114
L
licensing for ServiceDesk 29
lists/profiles 166
log of warnings and errors 85
M
mail settings 95
manage delegations 169
manage pages 168
master settings
about 171
menu bar 146
migration from Helpdesk Solution
about 113
categories 118
incident data 117
incidents 115
knowledge base items 114
methods 114
MIME type
RDP 130
monitoring email. See email monitoring
N
native authentication
about 143
setting 80
notification email
automatic 152
contents 153
enabling 99
process-driven 152
Notification Server computer
configuration options 49
credentials 74
requirements for ServiceDesk 46
O
object relational mapper. See Symbus ORM
OLA. See Operating Level Agreement (OLA)
Operating Level Agreement (OLA) 134
organization
definition 142
Index
185
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