Modify The Timespan For End-Users To Confirm Incident Resolution; Add A Cube Report Schedule - Symantec SERVICEDESK 7.0 MR2 - CUSTOMIZATION GUIDE V1.0 Manual

Modify the Timespan for End-Users to Confirm Incident
Resolution

Add a Cube Report Schedule

Symantec® ServiceDesk Customization Guide 7.0
2. Update each mail component to reflect the additional inbox/mail server.
3. Publish the new process, but rename the virtual directory. For example,
SD.Email.Monitoring.Server2.
By default, end-users are given two days to provide confirmation of incident resolution;
"confirmation" means either answering that the incident is resolved satisfactorily, or
reopening the incident. 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
1. Open the SD.IncidentManagement project in Symantec Workflow. Please see
the Core ITIL Processes
Management from its package; there is an important, required step regarding
unpacking.
2. In the Projects list on the left, click on the Customer Confirm Resolution model.
3. Double-click the "Have Customer Confirm Resolution" Dialog Workflow component
to edit it.
4. Click on the Even Configuration tab, and scroll to the Timeout Configuration section
at the bottom.
5. Click the ellipse next to Timeout Time Span.
6. Change the value from two days to the desired duration.
A cube report schedule is required in order for cube reports to show data; these reports
will be initially blank otherwise. Cube report data is only as current as the last update
performed as dictated by the schedule.
To create a cube schedule
1. Log in to ServiceDesk as the administrator. From the Admin tab, go to > Reports >
Cube Schedule List.
2. Click on the Add Cube Schedule icon (plus sign) on the right.
3. Configure the cube schedule. Some important definitions:
Process full - Process everything, regardless (runs all report data)
Unprocess - Remove all data from the cube
Process default - Only process cubes that are modified
You can get very granular on which data to update in a specific cube. For example, you
can configure the cube to update a high priority incident count every minute but have
the rest of the cube update every 10.
(page 18) if this is the first time opening Incident
Editing
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