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Verify Problem Categories
Symantec® ServiceDesk Customization Guide 7.0
Right-click the Merge Impact Risk Assessment Merge Data component and
select Copy.
Click OK to close the submodel.
Click the Settings tab.
At the bottom, clear Is Enabled and select done as the Execution Outcome.
Click OK.
8.
Right-click the bottom of the Designer screen and select Paste to paste the copied
Merge Impact Risk Assessment Merge Data component.
9.
Connect the copied Merge Impact Risk Assessment Merge Data component to the
End component.
10. Connect the timed out path of the Risk and Impact Assessment Dialog Workflow
component to the copied Merge Impact Risk Assessment Merge Data component.
11. Connect the Add Process Message component at the bottom of the Designer screen
(the one following the default output path from the Risk and Impact Assessment
Dialog Workflow component), to the copied Merge Impact Risk Assessment Merge
Data component.
12. Double-click the copied Merge Impact Risk Assessment Merge Data component.
Configure as follows:
Click the Merge Data field Browse button.
Delete the AllParticipantsRow.ParticipantName data from the editor screen.
From the Data tab on the left, expand EnsembleSecurityToken and then select
Name.
Drag and drop EnsembleSecurityToken.Name in the previous location of
AllParticipantsRow.ParticipantName.
Delete the piece of previous data for the risk score.
From the Data tab on the left, drag and drop RiskScore in the location of the
previous risk score.
Delete the piece of previous data for the risk assessment.
From the Data tab on the left, drag and drop ImpactAndRiskAssessment in the
location of the previous risk assessment.
Click OK, then OK again.
13. Click Save.
Just as you can update Incident resolution codes without ramification, you can do the
same with problem categories. The default categories are: Add - Install, Break - Fix,
Request.
To change problem categories
1.
Open the SD.ProblemManagement project.
2.
Go to the Problem Analysis model > Problem Analysis Dialog Workflow component >
Interaction Setup > Dialog Model > Verify Problem Form Builder component.
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