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Add & Customize Pages
Modify Types of Changes
Symantec® ServiceDesk Customization Guide 7.0
Follow the procedures in the preceding section "Extending the ServiceDesk Incident
Data Type," but make adjustments appropriate for Problem Management.
Pages in ServiceDesk can be added as needed to make additional data available to
users. Also, pages can be customized. The goal is to make information available and
presented in a way that makes handling tickets quick and effective. Examples of
customization include:
Adding new web parts to pages (See the following section
(page 60))
Reorganizing existing web parts
Creating Process View pages for handling incidents (for example, a different Process
View page for a change ticket vs. a ticket in Incident Management)
Pages are created under Admin > Portal > Manage Pages.
Users with page customization permission can edit their pages from the Site Actions
menu. Admins can edit pages from the Admin > Portal > Manage Pages page.
There are well over a hundred web parts in ServiceDesk; many of them are categorized
under Admin > Portal > Web Parts Catalog. Additional web parts are available by
clicking the Add icon on that page and making a selection from the Class Name drop-
down menu. That is the full list of web parts available.
Plugins can be added in ServiceDesk as well under Admin > Portal > Plugin Upload.
Within the Change Management main model, SD.ChangeManagement, a form provides
the type of change for a proposed change request. If your organization only utilizes a
few of the change types, you may want to modify the Type of Change form and outgoing
paths. The default types of changes available are: ITIL, Moderate, Simple, and
Emergency.
You have two options. You can delete the components for the one(s) you don't want, or
you can have the component always utilize one change type.
To remove types of changes
1.
In Symantec Workflow, open the SD.ChangeManagement project. Please see
the Core ITIL Processes
Management from its package; there is an important, required step regarding
unpacking.
2.
In the Change Management Main model, double-click the "CM (Gatekeeper)" Dialog
Workflow component.
3.
On the Interaction Setup tab, open the Dialog Model.
4.
Double-click the "Type of Change" Form Builder component.
5.
In the Web Form Editor, select the specific components to remove then click Delete.
6.
Click OK to close the form when editing is complete.
(page 18) if this is the first time opening Change
Create a Web Part
Editing
49
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