Symantec SERVICEDESK 7.0 MR2 - IMPLEMENTATION GUIDE V1.0 Implementation Manual page 90

90 Configuring the initial ServiceDesk settings
Configuring the ServiceDesk application software during installation
Configure the settings for email communications to and from ServiceDesk.
See "Mail Settings page"
ITIL Process Configuration page
Select the options to configure certain features of the core ITIL processes.
See "ITIL Process Configuration page"
Incident Management Configuration page
Select the options to configure the settings for the Incident Management
process.
These settings determine the automatic escalation of incidents and the
sending of email notifications upon the occurrence of certain
incident-related events.
See "Incident Management Configuration page"
ServiceDesk Groups page
This page appears only if you chose the Active Directory authentication
method in the ServiceDesk Setup wizard.
You can map the default groups in ServiceDesk to the existing groups in
your Active Directory as follows:
Check From AD next to the group to map.
In the Group Name to Use column, type or select the group from your
Active Directory that corresponds to the ServiceDesk group.
Repeat this step for all the groups that you want to map.
Click Continue.
See "ServiceDesk Groups page"
Sample Data Configuration page
(Optional) To install sample data, select the following options:
Install Sample Data Check this check box to install sample data that consists
of predefined users, organizational units, categories, and
process tickets. You can use these users for testing,
training, or evaluation purposes.
Domain Name Type your organization s domain name. Do not include
the @ character.
See "Sample Data Configuration page"
on page 95.
on page 97.
on page 99.
on page 100.
on page 98.