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Symantec SERVICEDESK 7.0 MR2 - CUSTOMIZATION GUIDE V1.0 Manual

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Summary of Contents for Symantec SERVICEDESK 7.0 MR2 - CUSTOMIZATION GUIDE V1.0

  • Page 1 YMANTEC ® ServiceDesk Customization Guide...
  • Page 2 Copyright © 2010 Symantec Corporation. All rights reserved. Symantec, the Symantec Logo, and Altiris are trademarks or registered trademarks of Symantec Corporation or its affiliates in the U.S. and other countries. Other names may be trademarks of their respective owners.

  • Page 3: Technical Support

    The Technical Support group also creates content for our online Knowledge Base. The Technical Support group works collaboratively with the other functional areas within Symantec to answer your questions in a timely fashion. For example, the Technical Support group works with Product Engineering and Symantec Security Response to provide alerting services and virus definition updates.
  • Page 4 Licensing and registration If your Symantec product requires registration or a license key, access our technical support Web page at the following URL: www.symantec.com/techsupp/ Customer service Customer service information is available at the following URL: www.symantec.com/techsupp/ Customer Service is available to assist with the following types of issues:...
  • Page 5 Consulting Symantec Consulting Services provide on-site technical Services expertise from Symantec and its trusted partners. Symantec Consulting Services offer a variety of prepackaged and customizable options that include assessment, design, implementation, monitoring, and management capabilities. Each is focused on establishing and maintaining the integrity and availability of your IT resources.

  • Page 6: Table Of Contents

    ServiceDesk 7 High-Level Capabilities ..........8 Relationship Between ServiceDesk 7 & Symantec Workflow ......9 Process Manager (ServiceDesk) Database .
  • Page 7 Create a Web Part ............60 Non-Changeable Items in Symantec Workflow Projects ....... . 63 Scalability .

  • Page 8: Introduction

    Introduction With Symantec® ServiceDesk 7 software, you can provide the level of service that your organization expects and can afford, keeping hundreds—even tens of thousands—of computers running efficiently, while providing new services on a regular basis. The key is to create an organized environment that quickly responds to reported issues, and, at the same time, advertises and provides new services to the organization.

  • Page 9: Relationship Between Servicedesk 7 & Symantec Workflow

    ServiceDesk 7 follows a different paradigm than other helpdesk applications in that it is driven by process, not by data. The process enforces the rules. Symantec took great care in creating the processes, taking into account customer feedback and ITIL best practice recommendations.

  • Page 10: Best Practice: Keep It Simple In The Beginning

    This document organizes the process of implementing ServiceDesk 7 into 3 phases. Phase 1: Process and Workflow Planning (page 11) Phase 2: Installation, Configuration, and Basic Customization (page 13) Phase 3: Advanced Customization (page 46) Symantec® ServiceDesk Customization Guide 7.0...

  • Page 11: Phase 1: Process And Workflow Planning

    The following explanations will help you determine what processes you want to use in ServiceDesk 7. Most clients will use Incident Management at a minimum. These processes directly follow Symantec’s opinion of ITIL best practices, determined through customer feedback and scrutiny of ITIL documentation.

  • Page 12: Step 2: Identify Current Processes

    Plot the current processes in flow charts, nothing where you would like to see changes. These flowcharts will help guide you when you go into Symantec Workflow to do customization. Consider these questions when thinking about your current processes:...

  • Page 13: Phase 2: Installation, Configuration, And Basic Customization

    For details, see the Notification Server online help. ServiceDesk 7 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...

  • Page 14: Versioning Processes

    ServiceDesk, it is important to determine a versioning process. Versioning enables you to return to a prior working state if necessary, and to track the origin of a change. By default, each time you click Save in Symantec Workflow, a copy of the project is automatically stored in the C:\Program Files\Altiris\Workflow Designer\WorkflowProjects\Backup directory.

  • Page 15: Pros And Cons Of Writing To The Same Virtual Directory

    “Learn.” This way of maintaining versions of processes is recommended for companies that have larger scale usage of Workflow processes. Symantec recommends reviewing both methods then making a decision that makes sense for your organization. Pros and Cons of Writing to the Same Virtual Directory If a process is going to a new virtual directory, you are essentially creating a completely new process (even if the process does the exact same thing as the old process).

  • Page 16: Development Considerations When Publishing To The Same Virtual Directory

    Basic Steps for Versioning To publish & version a ServiceDesk process in Symantec Workflow (simple versioning method) Create the new version of the project by either copying an existing project, or unpacking the original and renaming it as desired.

  • Page 17: About Application Properties

    45 minutes to propagate. About Application Properties ServiceDesk knows which Symantec Workflow processes to invoke based on the URL fields populated from the Admin tab > Data > Application Properties screen. The data in these URL fields, along with several other pieces of information configured here, are called application properties.

  • Page 18: Project Differential Tool

    Project Differential Tool NOTE: This tool is not yet available in the released version of Symantec Workflow, but should be available in the future. The Workflow Differential tool takes a baseline project and a secondary project and compares the two, identifying the differences. Use this tool as a first step to identify changes when troubleshooting a project.

  • Page 19: Set Up Incident Categories (Classifications)

    ServiceDesk in order for that group to show up as available data in Symantec Workflow. This step is what makes the new group show up in the profile properties list in Symantec Workflow. (Note: the term “application” is synonymous with “profile”...

  • Page 20: Verify Default Priority, Impact, And Urgency Values

    Changing the priority values is likely the most challenging edit, as "emergency, urgent, high, normal," and "low" are hard-coded throughout the Symantec Workflow projects for ServiceDesk, moreso than impact and urgency values. Change priority values only when absolutely necessary.
  • Page 21 Click on Add, and type "Financial Group." This will create the respective entry under the Matches Rule. Click on "Financial Group" under the Matches Rule and in the Urgency field on the right, type "Financial Group." Symantec® ServiceDesk Customization Guide 7.0...
  • Page 22 The goal throughout processes in ServiceDesk is to use the application properties for populating the urgency, impact, and priority values when possible. Occasionally you will come across hard-coded values, for example, in the Matches Rules like you see in the Setup SLA Requirements model. Symantec® ServiceDesk Customization Guide 7.0...

  • Page 23: Verify Close Codes

    Required, and Other. If desired, open the SDIncidentManagementProcess project and modify the list. These default values can be changed with no ramifications. To modify the close code values for Incident Technicians Open the SD.IncidentManagement project in Symantec Workflow. Please see Editing the Core ITIL Processes (page 18) if this is the first time opening Incident Management from its package;...

  • Page 24: Customize The General Appearance Of The Portal

    Don’t lower the time too much; doing so increases overhead on the system.) Customization > Logo URL. This adds a company logo in place of the Symantec one in the upper left.

  • Page 25: Customize Form Appearance & Content

    “feed” into the database. Forms in Symantec Workflow are created using the Form Builder components, often housed within a Dialog Workflow component. Forms in ServiceDesk are intelligent and enforce validation rules that often had to be manually configured in Help Desk 6.5.
  • Page 26 To create a new theme using the Composer Theme Editor New themes are created using a utility included with Symantec Workflow. From the Start menu, select > All Programs > Altiris > Workflow Designer > Tools >...
  • Page 27 The following instructions use the customer satisfaction survey as an example. To modify the message that appears when a required field is empty: In Symantec Workflow, open the SD.CustomerServiceSurvey project. Double-click the “Customer Service Survey Main Form” Form Builder component.
  • Page 28 (SD.Feeder.KnowledgeBase) Login failure form (SD.LoginFailureForm) Many of these pages are found in the “feeder” Symantec Workflow projects, where information is initially submitted. Most exist as Terminating Form Builder components. The example to demonstrate this modifies the “thank you” page presented to end-users after submitting an incident.

  • Page 29: Establish Routing (Assignment) Of Incidents

    For example, if you add a cost center field or a phone number format to a form, the Masked Edit component enforces that specific format. For additional information regarding the Forms components, see the Symantec Workflow documentation found on the Altiris documentation site: http:// www.altiris.com/Support/Documentation.aspx.
  • Page 30 Add a Matches Rule, and copy and paste a replica of the Get Support II component. Edit the Matches Rule as follows: Type "Facilities" in the Compare To List. Select the variable Incident.Classification_Category_01 as the Compare To Variable. Click OK to close. Symantec® ServiceDesk Customization Guide 7.0...
  • Page 31 Add a Matches Rule, and copy and paste a replica of the Get Support I component. Edit the Matches Rule as follows: Type the various locations in the Compare To List. Select the variable Incident.Location as the Compare To Variable. Click OK to close. Symantec® ServiceDesk Customization Guide 7.0...
  • Page 32 “NS Computer,” “Location,” and “Business Service” when any of those are selected for an incident. Since most customers won’t use reference data, Symantec decided to separate it from the Incident data for simplicity purposes. The following example demonstrates how reference data can be used for routing purposes.

  • Page 33: Establish Service Level Agreement (Sla) Times

    Escalate?” component always evaluates true. (Edit the component’s Settings tab > uncheck “Is Enabled” and select true.) Establish Service Level Agreement (SLA) Times Incident Management SLA By default, the SLA timeframes in Incident Management are: Basic SLA level: Symantec® ServiceDesk Customization Guide 7.0...
  • Page 34 SLA as late), and a warn time span (the time that, when reached, at initiates a warning that the SLA deadline is approaching). These values will be the overall SLA values, meaning that the levels of approval/action within the Symantec® ServiceDesk Customization Guide 7.0...

  • Page 35: Set Business Hours & Holidays

    Connect the “Add Process Message” component to the new End component. Set Business Hours & Holidays Business hours and organization holidays can be set at three levels within Symantec Workflow: Globally, using the Business Timespan Editor tool (Start > All Programs > Altiris >...
  • Page 36 The dialog box pictured is used to set up the proper timeout and escalation schedules for this activity. There are four settings which look to the business hours to ensure proper execution: Allow End Time To Fall Outside Business Hours Skip Weekends Symantec® ServiceDesk Customization Guide 7.0...

  • Page 37: Set Up "Follow The Sun

    10 different customers) get the survey. The random rule would be set to 30 in this case. To disable the survey entirely, set the Random Rule to zero, or disable the Random Rule component and set its execution outcome to “false.” Symantec® ServiceDesk Customization Guide 7.0...

  • Page 38: Define Quick Incident Templates

    To configure the Random Rule component Open the SD.IncidentManagement project in Symantec Workflow. Please see Editing the Core ITIL Processes (page 18) if this is the first time opening Incident Management from its package; there is an important, required step regarding unpacking.

  • Page 39: Define E-Mail Content

    You can add a project property for a logo, then populate these components with that property to have a corporate logo appear. To add a new e-mail template Open the SD.EmailServices project in Symantec Workflow. Notice that existing templates, named according to the content, only have components for the subject line, body, and header.

  • Page 40: Customize E-Mail Monitoring

    To modify an e-mail template Within the SD.EmailServices project in Symantec Workflow, review the subject, body, and header for the existing e-mails sent. Particularly pay attention to the ones interfacing with end-users. Modify text as needed, in addition to adding variables to include more data if needed.
  • Page 41 The easiest way to implement multiple mailbox monitoring, however, is to set routing up on the mail server-side so e-mails go to the monitored inbox. But if you want to do it using Symantec Workflow, follow the instructions in this section. To set up a second e-mail box to monitor (high-level steps) Open the SD.Email.Monitor process in Symantec Workflow.

  • Page 42: Modify The Timespan For End-Users To Confirm Incident Resolution

    The incident will remain at 90% complete, and therefore open, until it is resolved with end-user satisfaction. The two-day duration can be modified. To modify the timespan for incident resolution Open the SD.IncidentManagement project in Symantec Workflow. Please see Editing the Core ITIL Processes (page 18) if this is the first time opening Incident Management from its package;...

  • Page 43: Establish Change Management Groups

    From the Assignments tab, click the Person Assignments field Browse button. Click AllParticipantsRow.EmailAddress and click Remove. Click Add > From Process. Click Pick Array. Select RiskAssessors[ ] > [*]> EmailAddress and click OK. (The Variable name field below shows RiskAssessors[*].EmailAddress.) Symantec® ServiceDesk Customization Guide 7.0...
  • Page 44 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. Symantec® ServiceDesk Customization Guide 7.0...

  • Page 45: Verify Problem Categories

    Go to the Problem Analysis model > Problem Analysis Dialog Workflow component > Interaction Setup > Dialog Model > Verify Problem Form Builder component. Double-click the drop-down list component that houses the categories. Update the list of values as desired. Symantec® ServiceDesk Customization Guide 7.0...

  • Page 46: Phase 3: Advanced Customization

    This library is meant to be used particularly for the introduction of new data. There is another library that houses the core data types in ServiceDesk. This core library is intentionally inaccessible by users for protection purposes. Therefore Symantec exposed SD.Data for users to change without jeopardizing the core data types, thus protecting the integrity and functionality of ServiceDesk.
  • Page 47 Add Cost Center to Incident Form To add a cost center field to the Submit Incident (Advanced) form In Symantec Workflow, open the SD.Feeder.GeneralIncidentSubmitForm project. If the new attribute was just added, a prompt will appear asking to overwrite the local library with the server version.

  • Page 48: Extend The Customerservicesurvey Data Type

    Problem Management process. The data type is associated with properties such as title, urgency, description, SLA, etc. These properties move around in the process with the data type. Add new attributes as needed to the ProblemTicket data type in the SD.Data project. Symantec® ServiceDesk Customization Guide 7.0...

  • Page 49: Add & Customize Pages

    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 In Symantec Workflow, open the SD.ChangeManagement project. Please see Editing the Core ITIL Processes (page 18) if this is the first time opening Change Management from its package;...

  • Page 50: Define Smart Tasks

    To enforce one type of change In Symantec Workflow, open the SD.ChangeManagement project. Please see Editing the Core ITIL Processes (page 18) if this is the first time opening Change Management from its package;...

  • Page 51: Add Smart Tasks To The Initial Diagnosis Dialog Workflow

    11. On the right, under Last Searches, right-click the “test” link and copy the URL to the clipboard. 12. Back in Symantec Workflow, in the Advanced Text Creator window of the Merge Text component, paste or type the URL of the site.
  • Page 52 Additionally, a date range can be specified for making the smart task available by using the “Date Validity” setting for the smart task. To enable smart tasks to appear conditionally In Symantec Workflow, open the SD.IncidentManagement project. Please see Editing the Core ITIL Processes (page 18) if this is the first time opening Incident Management from its package;...

  • Page 53: Add To The Service Catalog

    ServiceDesk. Adding to the Service Catalog requires the new process be built in Symantec Workflow, then added to the “menu” found in the ServiceCatalogCategoryInfo integration library. Examples of process you can build are:...
  • Page 54 From here you can select what type of chart you would like use along with other attributes. The view last selected for the report, chart or grid, will be the view for the report when run in ServiceDesk. Symantec® ServiceDesk Customization Guide 7.0...

  • Page 55: Creating A Child Report

    Every report in ServiceDesk has the ability to become a web service. The report is accessible like any other ServiceDesk process deployed as a web service. Follow these instructions if you wish to expose report data so it can be called via a web service. Symantec® ServiceDesk Customization Guide 7.0...

  • Page 56: Replicating Servicedesk Data

    To call the schedule from a process and add an entry You can add entries to any schedule from within a process using the AddScheduleEntry component. Open a ServiceDesk project in Symantec Workflow through which an entry to the schedule can be justifiably created. For example, a smart task that accesses a form to sign up users for training.

  • Page 57: Adding & Removing E-Mail Notification

    Use the Send Email component within the process Create a custom Web Service Caller component to call SD.EmailServices (this requires an upgraded version of Symantec Workflow) The recommended method for notifications is by calling SD.EmailServices. This way the behavior and appearance is consistent. The link to SD.EmailServices uses variables to provide the “Create Email URL,”...

  • Page 58: Application Property For Two Notifications

    Knowledge Base item. It is possible to bypass this approval step by disabling the component that handles the approval. In general, Symantec recommends disabling unwanted components rather than deleting them. This example shows disabling the Dialog Workflow component; the method for disabling is the same for other components as well.

  • Page 59: Create Incidents From Other Sources

    To enable this functionality, it is necessary to manually install the SD.Feeder.CreateIncidentForAssetInNS package and deploy it to the production server. To install the SD.Feeder.CreateIncidentForAssetInNS package In Symantec Workflow, click the Add button and browse to the list of ServiceDesk project packages. Open the package for SD.Feeder.CreateIncidentForAssetInNS.

  • Page 60: Create A Web Part

    These example instructions create a new custom web part to add to a dashboard in ServiceDesk. The web part is created in a Web Forms project in Symantec Workflow. The web part is a simple stoplight that reads in a random number and based on the number, shows either red, yellow, or green.
  • Page 61 Variable Name = Counter (use the browse capability to pick this variable) Compare to = 10 Configure the output from the Equals Rule in the following manner: Not equals connected to the Form Builder Equals connected to the End Component Symantec® ServiceDesk Customization Guide 7.0...
  • Page 62 Settings for Publishing a Web Part NOTE: This requires an upgraded version of Symantec Workflow. When publishing, in order to make this project appear as a web part in the list of web parts available in ServiceDesk, use the following settings: Publish to Process Manager Forms Check "Is Web Part"...

  • Page 63: Non-Changeable Items In Symantec Workflow Projects

    Non-Changeable Items in Symantec Workflow Projects While Symantec Workflow allows you to configure components and settings to correspond with the needs of your organization, some items should be left intact in order to maintain the integrity of the processes.

  • Page 64: Scalability

    Scalability ServiceDesk 7 is a complex system built on the most scalable elements of the Symantec software platform. There are several ways to configure ServiceDesk based on the needs of a particular organization. ServiceDesk supports simple configurations where one server provides all of the ServiceDesk capability and complex configurations that use clustering and load balancing technologies.

  • Page 65: Servicedesk 7 Configurations

    The concurrent use numbers represent load testing performed with a target of two second page response times. Load testing was done against a single server with both the portal and ITIL processes installed, and database offbox. Symantec® ServiceDesk Customization Guide 7.0...
  • Page 66 ITIL 3 Service Desk processes. Note: At this point in planning the physical topology of ServiceDesk 7 it is possible to introduce multiple SD7 Process Manager Portal Servers that are connected by an IP Load Symantec® ServiceDesk Customization Guide 7.0...
  • Page 67 If you are putting heavily loaded (Many Users) processes onto dedicated servers, you will likely have multiple SD7 Process Manager Portals connected by an IP Load Balancer. This does not allow for failover at this level. Failover in a load balanced environment requires the clustering capability. Symantec® ServiceDesk Customization Guide 7.0...
  • Page 68 ServiceDesk 7 with Clustering for the Enterprise Clustered configurations should be implemented with the help of a partner or professional services. Symantec® ServiceDesk Customization Guide 7.0...

This manual is also suitable for:

Servicedesk 7.0

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