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Phase 2: Installation, Configuration, and Basic
Customization
Installation & Configuration
Notification Server
ServiceDesk 7
Symantec® ServiceDesk Customization Guide 7.0
Before you install ServiceDesk 7, you must install Notification Server and complete at
least an initial discovery and inventory. For details, see the Notification Server online
help.
The ServiceDesk 7 installation installs both ServiceDesk and Symantec Workflow
Solution.
The ServiceDesk 7 Installation Guide covers all the necessary installation steps and
configuration. Configuration includes several important steps, such as determining
where users/groups/organizations and permissions come from (typically Active
Directory), setting the location of databases, and migrating existing Help Desk 6.5
content.
Migrate Incidents
Migration of incidents can happen during installation or afterwards, from the Service
Catalog. Best practice is to migrate all incidents from Help Desk 6.5. Incidents from Help
Desk 6.5 are not truly "migrated," rather meta data is brought in; technicians will see
the incidents but actually work them in Help Desk 6.5 via an IFrame. Therefore it is
necessary to keep Help Desk 6.5 up and running until all of its tickets are closed. Best
practice is to cut off users from submitting new incidents into Help Desk 6.5 once
incident migration occurs. Since migrated incidents receive their own category in
ServiceDesk and are prefixed with "SDM-," you can run a report or sort the list of all
incidents to see if the count is down to zero, meaning it is time to take down Help Desk
6.5.
Closed Help Desk 6.5 incidents are automatically imported into the ServiceDesk 7
database for reporting purposes. In fact, you'll notice that closed tickets are not
available for migration, since they are already handled behind the scenes. Closed tickets
are imported upon the migration, and as tickets are closed post-migration, a
ServiceDesk process automatically checks for them once a day and imports those that
are found.
Migrate Categories
Migration of categories can happen during installation or afterwards, from the Service
Catalog. If you are going to use categories from Help Desk 6.5, best practice is to import
them before new incidents are created in ServiceDesk.
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