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ServiceDesk Groups page
Options on the Incident Management Configuration page
Table 6-7
Option
Allow for Incidents to be
Auto Escalated
Send Notification Email on
Incident Creation
Send Notification Email on
Incident Resolution
Incident Close Codes
This page lets you map the default groups in ServiceDesk to the existing groups
in your Active Directory. It appears during the configuration segment of the
ServiceDesk Setup wizard, but only if you chose to use Active Directory
authentication during the installation segment.
See
"Configuring the ServiceDesk application software during installation"
on page 88.
ServiceDesk uses groups to assign permissions to various elements of the
ServiceDesk portal. When you import groups from Active Directory, you can map
them to the default ServiceDesk groups. You can use the default names for these
groups, or you can map the groups to existing names from your Active Directory.
By mapping the group names, you can benefit from the predefined permissions
Configuring the initial ServiceDesk settings
Description
Lets ServiceDesk escalate incidents automatically. When
an incident remains in the queue for too long, ServiceDesk
increases the incident s priority and escalates it to the
appropriate group.
You can also set this option in the Application Properties
settings that are available from the Admin page in the
ServiceDesk portal.
Enables the sending of notification emails when an incident
is created.
For more information, see the topics about email
notifications for incident events in the ServiceDesk User
Guide.
Enables the sending of notification emails when an incident
is resolved.
Lets you customize the codes that indicate how an incident
is resolved.
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"
ServiceDesk Groups page
on page 170.
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