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Option
User Name
Password
ITIL Process Configuration page
Option
Use CMDB 7
Use Round Robin task
loader?
Options under the Inbound Mail Settings section (continued)
Table 6-5
Description
Lets you type the address and password for the mailbox that the ServiceDesk Inbox
monitoring tool monitors for the incidents that users submit by email.
Depending on your email server, use one of the following formats:
Support@domain_name.com
Support
Also use this address in Reply-to Address under the Outbound Mail Settings section.
This page lets you configure certain features of the core ITIL processes. This page
appears during the configuration segment of the ServiceDesk Setup wizard.
See
"Configuring the ServiceDesk application software during installation"
on page 88.
Options on the ITIL Process Configuration page
Table 6-6
Description
Lets you choose whether to use the Symantec Configuration Management Database (CMDB)
for asset management.
See
"About the Configuration Management Database (CMDB)"
For more information about modifying a dataservice, see the Workflow Solution Users
Manual.
Uses a first-in, first-out queue for the tasks that are assigned to a group. When a worker
in a group completes a task, the next available task in the group s queue is assigned to
that worker. These round robin assignments prevent workers from selecting the easiest
or most desirable tasks.
A task s position in the queue is based on its priority and its age. The tasks with the higher
priorities take precedence regardless of their ages.
Configuring the initial ServiceDesk settings
ITIL Process Configuration page
on page 27.
97
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