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Create Incidents from Other Sources
Notification Server
Other Systems
Integrate ServiceDesk 7 with Other Systems
Symantec® ServiceDesk Customization Guide 7.0
To configure the Google dictionary
1.
Click Start > Run.
2.
In the Run window, type "notepad %HOMEPATH%\Application Data\Google\User
Dictionary.txt" (omitting the quotation marks), and click OK. (If this doesn't work, it
is possible to browse to the directory, for example, C:\Documents and
Settings\[user name]\Application Data\Google. "Application Data" is a hidden folder
by default so it may be necessary to make it visible by going to Tools > Folder
Options > View > Advanced Settings > Files and Folders > Hidden Files and Folders
and select "show hidden files and folders.")
3.
The dictionary opens as a text file in Notepad. The words added to the dictionary
display, and you can modify as needed.
Incidents can be created from within Notification Server directly from an item by right-
clicking the item and selecting the "Create Incident in ServiceDesk" option. Doing so
launches a "Create New Incident" form tailored to Notification Server.
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
1.
In Symantec Workflow, click the Add button and browse to the list of ServiceDesk
project packages.
2.
Open the package for SD.Feeder.CreateIncidentForAssetInNS.
3.
Deploy the project using the same deployment procedure as for other ServiceDesk
projects to introduce this functionality.
The integration library SD.Data shows all the attributes of the Incident Management
data type. As long as a system can make the web service call to Incident Management
and provide at a minimum the required data to make an incident, it is possible to create
incidents via other access points to ServiceDesk.
NOTE: This requires a full Symantec Workflow license.
Using the Integration Library, it is possible to generate custom components to integrate
with databases and web services. This is a powerful option for extending the capability
of ServiceDesk. For example, you could create a SoftwarePackagesLibrary SQL table
component to read the inventory list of software to incorporate into a "Request
Software" Service Catalog process.
There are many ways to take advantage of your existing data sources using the
Integration Library capability. See the Symantec Workflow documentation for additional
information.
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