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SERVICEDESK 7.0 MR2 - CUSTOMIZATION GUIDE V1.0
SYMANTEC SERVICEDESK 7.0 MR2 - CUSTOMIZATION GUIDE V1.0 Manuals
Manuals and User Guides for SYMANTEC SERVICEDESK 7.0 MR2 - CUSTOMIZATION GUIDE V1.0. We have
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SYMANTEC SERVICEDESK 7.0 MR2 - CUSTOMIZATION GUIDE V1.0 manual available for free PDF download: Manual
SYMANTEC SERVICEDESK 7.0 MR2 - CUSTOMIZATION GUIDE V1.0 Manual (68 pages)
Customization Guide
Brand:
SYMANTEC
| Category:
Software
| Size: 0.84 MB
Table of Contents
Technical Support
3
Table of Contents
6
Introduction
8
Intended Audience
8
Servicedesk 7 High-Level Capabilities
8
Relationship between Servicedesk 7 & Symantec Workflow
9
Process Manager (Servicedesk) Database
9
Relationship between Servicedesk 7 & Altiris Notification Server (NS) Computer
9
Best Practice: Keep It Simple in the Beginning
10
Phases in Implementing Servicedesk
10
Phase 1: Process and Workflow Planning
11
Step 1: Select Pieces of Servicedesk 7 to Use
11
Step 2: Identify Current Processes
12
Phase 2: Installation, Configuration, and Basic Customization
13
Installation & Configuration
13
Notification Server
13
Servicedesk 7
13
Versioning Processes
14
Pros and Cons of Writing to the same Virtual Directory
15
Development Considerations When Publishing to the same Virtual Directory
16
Basic Steps for Versioning
16
About Application Properties
17
Restoring Servicedesk Processes
17
Project Differential Tool
18
Basic Servicedesk 7 Customization
18
Editing the Core ITIL Processes
18
Verify Users, Groups, and Organizations
18
Set up Incident Categories (Classifications)
19
Verify Default Priority, Impact, and Urgency Values
20
Verify Close Codes
23
Portal Master Settings
23
Customize the General Appearance of the Portal
24
Customize Form Appearance & Content
25
Establish Routing (Assignment) of Incidents
29
Establish Service Level Agreement (SLA) Times
33
Set Business Hours & Holidays
35
Set up "Follow the Sun
37
Change the Frequency of the Customer Service Satisfaction Survey
37
Define Quick Incident Templates
38
Define E-Mail Content
39
Customize E-Mail Monitoring
40
Modify the Timespan for End-Users to Confirm Incident Resolution
42
Add a Cube Report Schedule
42
Establish Change Management Groups
43
Change Risk Assessment Participation for Change Management
43
Verify Problem Categories
45
Phase 3: Advanced Customization
46
Extend Data/Profiles
46
About Sd.data
46
Extend the Servicedesk Incident Data Type
46
Extend the Customerservicesurvey Data Type
48
Extend the Change Request Data Type
48
Extend the Servicedesk Problem Data Type
48
Add & Customize Pages
49
Modify Types of Changes
49
Define Smart Tasks
50
Add Smart Tasks to the Initial Diagnosis Dialog Workflow
51
Add to the Service Catalog
53
Define New Reports
53
Creating a Child Report
55
Configure Automatic Generation of Reports
55
Making a Report a Web Service
55
Replicating Servicedesk Data
56
Create a New Schedule
56
Adding & Removing E-Mail Notification
57
Application Property for Two Notifications
58
Remove an Approval Step
58
Customize the Spell Checking Dictionary
58
Create Incidents from Other Sources
59
Notification Server
59
Other Systems
59
Integrate Servicedesk 7 with Other Systems
59
Create a Web Part
60
Non-Changeable Items in Symantec Workflow Projects
63
Scalability
64
Servicedesk 7 Configurations
65
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