1. Manuals
  2. Brands
  3. Symantec Manuals
  4. Software
  5. SERVICEDESK 7.0 MR2 - IMPLEMENTATION GUIDE...
  6. Implementation manual

Symantec SERVICEDESK 7.0 MR2 - IMPLEMENTATION GUIDE V1.0 Implementation Manual

Hide thumbs
Table of Contents

Advertisement

Quick Links

Download this manual
Symantec ServiceDesk
Implementation Guide
Version 7.0 MR2

Advertisement

Table of Contents
loading
Need help?

Need help?

Do you have a question about the SERVICEDESK 7.0 MR2 - IMPLEMENTATION GUIDE V1.0 and is the answer not in the manual?

Questions and answers

Related Manuals for Symantec SERVICEDESK 7.0 MR2 - IMPLEMENTATION GUIDE V1.0

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

  • Page 1 Symantec ServiceDesk Implementation Guide Version 7.0 MR2...
  • 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

    Global support purchased on a regional business hours or 24 hours a day, 7 days a week basis Premium service offerings that include Account Management Services For information about Symantec s support offerings, you can visit our Web site at the following URL: www.symantec.com/business/support/ All support services will be delivered in accordance with your support agreement and the then-current enterprise technical support policy.
  • Page 4 Troubleshooting that was performed before contacting Symantec Recent software configuration changes and network changes 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/business/support/ Customer service Customer service information is available at the following URL: www.symantec.com/business/support/...
  • Page 5 Support agreement resources If you want to contact Symantec regarding an existing support agreement, please contact the support agreement administration team for your region as follows: Asia-Pacific and Japan customercare_apac@symantec.com Europe, Middle-East, and Africa semea@symantec.com North America and Latin America...

  • Page 7: Table Of Contents

    Planning to install ServiceDesk ........35 About the ServiceDesk installation ..........36 Installing a Symantec Management Platform product and ServiceDesk for the first time ..............37 Installing ServiceDesk 7.0 on an existing installation of the Symantec Management Platform ............39...
  • Page 8 Contents Upgrading to the Symantec Management Platform and ServiceDesk 7.0 from Altiris 6.x ..............41 Upgrading the ServiceDesk application software ....... 44 Server requirements for the ServiceDesk installation ......45 ServiceDesk requirements for the Notification Server computer ................ 46 System requirements for the ServiceDesk server computer .... 47 System requirements for the SQL Server computer ......
  • Page 9 Contents Chapter 6 Configuring the initial ServiceDesk settings ....87 Configuring the ServiceDesk application software during installation ................88 Welcome page ................91 Installation Components page ............92 ServiceDesk Settings page ............. 94 Mail Settings page ................ 95 ITIL Process Configuration page ............. 97 Incident Management Configuration page ........
  • Page 10 Contents About the incident priority ............131 Default priority, urgency, and impact values ........132 How the incident priority is calculated ........... 133 About the Service Level Agreement and Operating Level Agreement ................134 About the Service Level Agreement (SLA) time frames ...... 135 Default SLA time frames ..............
  • Page 11 Contents Chapter 14 Performing administrative tasks ........165 Commands on the Admin menu ............ 165 About application properties ............170 About incident close codes ............170 About the ServiceDesk portal master settings ........171 Creating user relationship types ............ 172 Chapter 15 Managing the Active Directory connections in ServiceDesk...
  • Page 12 Contents...

  • Page 13: Introducing Servicedesk

    Section Introducing ServiceDesk Chapter 1. Introducing ServiceDesk Chapter 2. Understanding ServiceDesk concepts Chapter 3. Introducing ServiceDesk solution software...

  • Page 15: Introducing Servicedesk

    IT infrastructure and provide a higher level of service. It incorporates Symantec Workflow technologies to manage service tickets, provide reports, and integrate with other Symantec products such as the Configuration Management Database (CMDB). ServiceDesk requires a completed installation and implementation of a Symantec Management Platform 7.0 product.
  • Page 16 Introducing ServiceDesk About ServiceDesk Key features of ServiceDesk Table 1-1 Feature Description ITIL-based processes All ServiceDesk processes are fully ITIL-based, which lets you implement a full ITIL solution. Ready-to-use workflows and ServiceDesk includes a set of high-quality, ITIL-based processes that have undergone processes extensive testing and development effort.

  • Page 17: Components Of Servicedesk

    The ServiceDesk server computer is different from the Notification Server computer. The ServiceDesk pages that appear in the Symantec Management Console. In the Symantec Management Console, you can access a page that lets you download the ServiceDesk installation file. Integration between the ServiceDesk application software and the Configuration Management Database (CMDB).
  • Page 18 Introducing ServiceDesk Components of ServiceDesk Components of ServiceDesk (continued) Table 1-2 Component Description Workflow Designer A tool that lets an administrator customize workflows to meet the needs of the organization. “About Workflow Designer” on page 28. Workflow Designer is typically installed on a client computer. However, it can also be installed on the ServiceDesk server computer.

  • Page 19: Where To Get More Information

    This information is available in PDF format. The release notes for this product The Documentation Library, which is available in the Symantec Management Console on the Help menu The Documentation page, which is available from the Help link in the...
  • Page 20 The release notes for this product. This information is available in PDF format. The Documentation Library, which is available in the Symantec Management ServiceDesk has the following user guides: Console on the Help menu. ServiceDesk User Guide...
  • Page 21 Altiris information resources Table 1-4 Resource Description Location Knowledge base Articles, incidents, and issues about Altiris http://kb.altiris.com/ products. Symantec Connect An online magazine that contains best http://www.symantec.com/connect practices, tips, tricks, forums, and articles /endpoint-management-virtualization (formerly Altiris Juice) for users of this product.
  • Page 22 Introducing ServiceDesk Where to get more information...

  • Page 23: Understanding Servicedesk Concepts

    Chapter Understanding ServiceDesk concepts This chapter includes the following topics: About workflows, processes, tickets, and tasks About ITIL About the core processes in ServiceDesk About configuration items About the Configuration Management Database (CMDB) About Workflow Designer About Workflow Server About ServiceDesk licenses About workflows, processes, tickets, and tasks ServiceDesk and Workflow Designer let you work with, create, and edit workflows, processes, tickets, and tasks.

  • Page 24: About Itil

    Understanding ServiceDesk concepts About ITIL Descriptions of workflows, processes, tickets, and tasks Table 2-1 Item Description Workflow Consists of the defined steps that a process can follow. A workflow is the design of the possible process events. For example, a workflow can be a purchase order approval or rejection, or a way to manage incidents.

  • Page 25: About The Core Processes In Servicedesk

    Understanding ServiceDesk concepts About the core processes in ServiceDesk their IT operations. Companies attempt to manage their IT infrastructure, development, and operations using ITIL concepts and policies. Organizations that implement ITIL processes seek to improve their operational efficiencies and improve customer and user satisfaction. Effectively using ITIL processes can help organizations in the following ways: Manage user requests quickly.
  • Page 26 Understanding ServiceDesk concepts About the core processes in ServiceDesk Core processes in ServiceDesk (continued) Table 2-2 Workflow Project name Description Knowledge SD.KnowledgeBase Provides a data repository holding information on incidents, Management Submission problems, and known errors. Collecting information in the knowledge base enables organizations to match new incidents against previous ones and reuse established solutions and approaches.

  • Page 27: About Configuration Items

    “About configuration items” on page 27. The CMDB is a standard component of the Symantec Management Platform. CMDB Solution, which is a requirement for installing ServiceDesk, provides additional capabilities for managing the data in the CMDB. For more information about CMDB Solution, see the CMDB Solution User Guide.

  • Page 28: About Workflow Designer

    Understanding ServiceDesk concepts About Workflow Designer Automatically discover resources such as computers and software. For example, the Symantec Management Platform can discover the computers in an organization and add them to the CMDB. Import resources. For example, you can import Active Directory objects, such as users, computers, sites, and subnets, into the CMDB.

  • Page 29: About Workflow Server

    Understanding ServiceDesk concepts About Workflow Server About Workflow Server The Workflow Server software is the server-side software that includes the workflow extensions that are required to run the core workflow processes. These extensions must run on the server to which the workflows have been deployed, which is the ServiceDesk server computer.
  • Page 30 Understanding ServiceDesk concepts About ServiceDesk licenses...

  • Page 31: Introducing Servicedesk Solution Software

    The ServiceDesk solution software provides the following functions: Management of the ServiceDesk licenses The Symantec Installation Manager (SIM) installs the ServiceDesk solution software on the Notification Server computer and applies the ServiceDesk licenses. The ServiceDesk solution software manages the consumption of the ServiceDesk licenses.

  • Page 32: About The Servicedesk Solution Console Page

    Introducing ServiceDesk solution software About the ServiceDesk Solution Console page In the Symantec Management Console, you can access a page that lets you download the ServiceDesk installation file to the ServiceDesk server computer. Additional files might also be available for download.

  • Page 33: Installing Servicedesk

    Section Installing ServiceDesk Chapter 4. Planning to install ServiceDesk Chapter 5. Installing ServiceDesk Chapter 6. Configuring the initial ServiceDesk settings Chapter 7. Installing the Screen Capture Utility Chapter 8. Migrating data from Altiris® Helpdesk Solution™...

  • Page 35: Planning To Install Servicedesk

    Planning to install ServiceDesk This chapter includes the following topics: About the ServiceDesk installation Installing a Symantec Management Platform product and ServiceDesk for the first time Installing ServiceDesk 7.0 on an existing installation of the Symantec Management Platform Upgrading to the Symantec Management Platform and ServiceDesk 7.0 from Altiris 6.x...

  • Page 36: About The Servicedesk Installation

    ServiceDesk consists of several software components that are installed on separate computers. The main software components of ServiceDesk are as follows: ServiceDesk solution software Resides on the same 32-bit server as the Symantec Management Platform products, which include Client Management Suite and Server Management Suite. ServiceDesk application software Resides on its own 64-bit server.

  • Page 37: Installing A Symantec Management Platform Product And Servicedesk For The First Time

    67. Installing a Symantec Management Platform product and ServiceDesk for the first time Use this process to install ServiceDesk when you do not have any Symantec Management Platform products installed. Table 4-2 lists the order in which you must complete the steps.
  • Page 38 Planning to install ServiceDesk Installing a Symantec Management Platform product and ServiceDesk for the first time Process for installing a Symantec Management Platform product Table 4-2 and ServiceDesk for the first time (continued) Step Process Description Step 2 Set up the environment for...

  • Page 39: Installing Servicedesk 7.0 On An Existing Installation Of The Symantec Management Platform

    Planning to install ServiceDesk Installing ServiceDesk 7.0 on an existing installation of the Symantec Management Platform Process for installing a Symantec Management Platform product Table 4-2 and ServiceDesk for the first time (continued) Step Process Description Step 5 (Optional) Install Workflow If you install Workflow Designer on a client computer, you must run Designer.
  • Page 40 Planning to install ServiceDesk Installing ServiceDesk 7.0 on an existing installation of the Symantec Management Platform Process for installing ServiceDesk 7.0 on an existing installation of Table 4-3 the Symantec Management Platform Step Process Description Step 1 Set up the environment for...

  • Page 41: Upgrading To The Symantec Management Platform And Servicedesk

    Planning to install ServiceDesk Upgrading to the Symantec Management Platform and ServiceDesk 7.0 from Altiris 6.x Process for installing ServiceDesk 7.0 on an existing installation of Table 4-3 the Symantec Management Platform (continued) Step Process Description Step 5 (Optional) Install the Screen...
  • Page 42 Planning to install ServiceDesk Upgrading to the Symantec Management Platform and ServiceDesk 7.0 from Altiris 6.x Process for upgrading to the Symantec Management Platform and Table 4-4 ServiceDesk 7.0 from Altiris 6.x Step Process Description Step 1 Upgrade to the Symantec ServiceDesk requires a Symantec Management Platform 7.0 product.
  • Page 43 Planning to install ServiceDesk Upgrading to the Symantec Management Platform and ServiceDesk 7.0 from Altiris 6.x Process for upgrading to the Symantec Management Platform and Table 4-4 ServiceDesk 7.0 from Altiris 6.x (continued) Step Process Description Step 3 Install the ServiceDesk...

  • Page 44: Upgrading The Servicedesk Application Software

    Planning to install ServiceDesk Upgrading the ServiceDesk application software Process for upgrading to the Symantec Management Platform and Table 4-4 ServiceDesk 7.0 from Altiris 6.x (continued) Step Process Description Step 7 (Optional) Install the Screen ServiceDesk provides a Screen Capture utility that lets users capture Capture Utility on the client images of their computer screens.

  • Page 45: Server Requirements For The Servicedesk Installation

    58. Step 3 Download the updated In the Symantec Management Console, you can access a page that ServiceDesk installation file. lets you download the ServiceDesk installation file. Download this file to any computer on which you plan to upgrade the ServiceDesk application software or Workflow Designer.

  • Page 46: Servicedesk Requirements For The Notification Server Computer

    The ServiceDesk databases must reside on a SQL Server computer. “System requirements for the SQL Server computer” on page 48. The ServiceDesk solution software and the Symantec Management Platform can share a SQL Server computer. You can use any of several configurations for setting up the Notification Server computer, the ServiceDesk server computer, and the SQL Server computer.

  • Page 47: System Requirements For The Servicedesk Server Computer

    ServiceDesk requirements for the Notification Server computer Table 4-7 Item Requirement Hardware and base The system requirements for the Symantec Management Platform apply to this server. software Symantec Symantec Management Platform 7.0 or later must be installed and running. Management...

  • Page 48: System Requirements For The Sql Server Computer

    Planning to install ServiceDesk Server requirements for the ServiceDesk installation System requirements for the ServiceDesk server computer Table 4-8 (continued) Item Requirement SQL Server The ServiceDesk server computer requires the SQL Server ADOMD.NET. This SQL Server components component is a Microsoft .NET Framework data provider. It facilitates communication with the Microsoft SQL Server Analysis Services.

  • Page 49: Server Configuration Options For The Servicedesk Installation

    SQL Server Analysis Services 2005 or later SQL Server 2005 Service Pack 2 or Service Pack 3 Additional When you use one SQL Server computer for both the Symantec Management Platform and requirements the ServiceDesk application software, follow the platform s SQL Server requirements.
  • Page 50 Planning to install ServiceDesk Server configuration options for the ServiceDesk installation Typical server The most commonly-used configurations are as follows: configurations SQL Server is installed off-box for both the Symantec Management Platform and the ServiceDesk application software. Figure 4-1. The Symantec Management Platform and the ServiceDesk application software share an off-box SQL Server installation.

  • Page 51: Requirements For The Servicedesk Client Computers

    “Installing a Symantec Management Platform product and ServiceDesk for the first time” on page 37. “Installing ServiceDesk 7.0 on an existing installation of the Symantec Management Platform” on page 39. “Upgrading to the Symantec Management Platform and ServiceDesk 7.0 from Altiris 6.x”...

  • Page 52: About Installing Symantec Management Platform Products

    Symantec Management Platform products. This easy-to-use wizard verifies installation readiness and steps you through the product installation and configuration. If you need to install or uninstall any Symantec Management Platform product after the initial installation, Symantec Installation Manager is available in the Symantec Management Console.

  • Page 53: About Populating The Cmdb For Servicedesk

    If you upgrade from a 6.x Altiris product, the CMDB is upgraded at the same time. Otherwise, you must populate it after you install the Symantec Management Platform. For more information about populating the CMDB, see the Symantec Management Platform User Guide or the CMDB Solution User Guide.

  • Page 54: Information To Collect For The Servicedesk Installation

    The IP address, fully qualified domain name, or common name of the computer on which computer name the Symantec Management Platform and Notification Server are installed. Notification Server The domain name of the computer on which the Symantec Management Platform and domain name Notification Server are installed. Notification Server...
  • Page 55 Planning to install ServiceDesk Information to collect for the ServiceDesk installation Information to collect for the ServiceDesk implementation Table 4-10 (continued) Item Description Data source for the (Optional) The IP address or the domain name of the computer on which to install the replication database replication database.
  • Page 56 Planning to install ServiceDesk Information to collect for the ServiceDesk installation...

  • Page 57: Installing Servicedesk

    Chapter Installing ServiceDesk This chapter includes the following topics: About installing the ServiceDesk solution software on the Notification Server computer Installing the ServiceDesk application software Downloading the ServiceDesk installation file Installing the ServiceDesk application software on the ServiceDesk server computer Installing Workflow Designer on a client computer Installing an upgrade to the ServiceDesk application software Maintenance page...

  • Page 58: About Installing The Servicedesk Solution Software On The Notification Server Computer

    Altiris > Symantec Installation Manager > Symantec Management Platform Installation Guide. You can install the ServiceDesk solution software at the same time as the Symantec Management Platform, or you can install it any time thereafter. This installation is a step in the process for installing ServiceDesk.

  • Page 59: Installing The Servicedesk Application Software

    54. Step 2 Download the ServiceDesk In the Symantec Management Console, you can access a page that installation file. lets you download the ServiceDesk installation file. Download this file to any computer on which you plan to install the ServiceDesk application software or Workflow Designer.

  • Page 60: Downloading The Servicedesk Installation File

    ServiceDesk application software and Workflow Designer. In the Symantec Management Console, you can access a page that lets you download the ServiceDesk installation file. Download this file to any computer on which you plan to install the ServiceDesk application software or Workflow Designer.

  • Page 61: Installing The Servicedesk Application Software On The Servicedesk Server Computer

    Installing ServiceDesk Installing the ServiceDesk application software on the ServiceDesk server computer On the ServiceDesk Solution Console page, under Download ServiceDesk Installer, click the Altiris.ServiceDesk.2009.exe link. In the File Download - Security Warning dialog box, specify the location to download the file to, and then click OK. When the download finishes, you can close the ServiceDesk Solution Console page.
  • Page 62 Installing ServiceDesk Installing the ServiceDesk application software on the ServiceDesk server computer On the Maintenance page, click New Install. “Maintenance page” on page 68. On the Server Roles page, specify the following information: The roles to grant to the server on which you perform this installation The roles that you select determine the pages that appear during the installation.
  • Page 63 Installing the ServiceDesk application software on the ServiceDesk server computer Notification Server Credentials page Specify the Symantec Management Platform computer that ServiceDesk accesses and the user credentials for accessing the server. The credentials must be for a user who has administrative rights.

  • Page 64: Installing Workflow Designer On A Client Computer

    Installing ServiceDesk Installing Workflow Designer on a client computer (Advanced Settings only) Specify where to store workflow details such as task assignments and deadlines. “Workflow Persistence page” on page 83. Symbus ORM Settings page (Advanced Settings only) Configure the settings that specify how to enable communications between the Process Manager database and the workflow details.
  • Page 65 Installing ServiceDesk Installing Workflow Designer on a client computer “Installing the ServiceDesk application software on the ServiceDesk server computer” on page 61. To install Workflow Designer on a client computer On the client computer, double-click the following shortcut: Altiris.ServiceDesk.2009.exe On the License Agreement page, review the license agreement , and then click I Agree.
  • Page 66 (Advanced Settings only) Configure the settings. “Workflow Designer Tasks page” on page 73. Notification Server Credentials page Specify the Symantec Management Platform computer that ServiceDesk accesses and the user credentials for accessing the server. “Notification Server Credentials page” on page 74.

  • Page 67: Installing An Upgrade To The Servicedesk Application Software

    Before you begin, ensure that you meet the following prerequisites: Any workflow projects that your organization customized are backed up. Symantec Management Platform 7.0 SP3 is installed on the Notification Server computer. The ServiceDesk installation file is available on the ServiceDesk server computer.

  • Page 68: Maintenance Page

    Installing ServiceDesk Maintenance page To install an upgrade to the ServiceDesk application software On the ServiceDesk server computer, in the location to which you downloaded the installation file, double-click the following shortcut: Altiris.ServiceDesk.2009.exe If a message tells you that the server does not meet all the requirements, close the installation and install the missing item or items.
  • Page 69 Table 5-2 Option Description New Install Performs a complete, new installation. “Installing a Symantec Management Platform product and ServiceDesk for the first time” on page 37. Upgrade Upgrades the existing instance of the ServiceDesk application software or Workflow Designer to a new version.

  • Page 70: Server Roles Page

    Installing ServiceDesk Server Roles page Options on the Maintenance page (continued) Table 5-2 Option Description Show Advanced Lets you configure advanced settings by displaying additional pages during the installation. Settings During If you do not choose this option, the default settings are used in those instances. Installation When you select this option, the following pages and settings appear: Install Location...
  • Page 71 Installing ServiceDesk Server Roles page Options on the Server Roles page Table 5-3 Option Description Workflow Server Installs Workflow Server. The Workflow Server software is the server-side software that includes the workflow extensions that are required to run the core workflow processes. These extensions must run on the server to which the workflows have been deployed, which is the ServiceDesk server computer.

  • Page 72: Install Location Page

    Installing ServiceDesk Install Location page Options on the Server Roles page (continued) Table 5-3 Option Description ServiceDesk Portal Lets you install the ServiceDesk portal, which is the interface for using ServiceDesk. The portal and the portal core are required for the ServiceDesk installation. ServiceDesk Portal Core “About the ServiceDesk portal”...

  • Page 73: Server Configuration Page

    Installing ServiceDesk Server Configuration page Server Configuration page This page lets you configure information for connecting to the ServiceDesk server computer. This page appears during the ServiceDesk installation. “Installing the ServiceDesk application software on the ServiceDesk server computer” on page 61. Options on the Server Configuration page Table 5-5 Option...

  • Page 74: Notification Server Credentials Page

    “Installing the ServiceDesk application software on the ServiceDesk server computer” on page 61. Notification Server is part of the Symantec Management Platform. The Notification Server computer is the server on which the Symantec Management Platform is installed. Options on the Notification Server Credentials page Table 5-7...

  • Page 75: Database Connection Page

    Installing ServiceDesk Database Connection page Options on the Notification Server Credentials page (continued) Table 5-7 Option Description Use HTTPS Lets you use the HTTPS protocol to connect to the Notification Server computer. Database Connection page This page lets you configure the settings for creating the Process Manager database.

  • Page 76: Database Configuration Page

    Installing ServiceDesk Database Configuration page Options on the Database Connection page (continued) Table 5-8 Option Description Test Lets you validate the connection information that you specified. If the test fails, check the authentication settings first. They are the most common cause of connection failures.

  • Page 77: Database Replication Page

    Installing ServiceDesk Database Replication page Database Replication page This page lets you configure and create a database that replicates certain data from the Process Manager database. You can replicate the data for archiving purposes or for historical data reporting. “About replicating the Process Manager database” on page 138.

  • Page 78: System Accounts Access Page

    Installing ServiceDesk System Accounts Access page System Accounts Access page This page lets you specify which accounts on your system are granted access to the Process Manager database. These accounts are used to run queries on the database. This page appears during the ServiceDesk installation but only if you clicked the Show Advanced Settings During Installation option on the Server Roles page.

  • Page 79: Process Manager Authentication Page

    Installing ServiceDesk Process Manager Authentication page Options on the Process Manager Configuration page Table 5-12 Option Description Virtual Directory Lets you specify the name of the Process Manager virtual directory. The default name is ProcessManager. Most users choose to use the default name. This directory name forms the last part of the URL through which ServiceDesk is accessed.

  • Page 80: Active Directory Server Dialog Box

    Installing ServiceDesk Active Directory Server dialog box Options on the Process Manager Authentication page (continued) Table 5-13 Option Description Native authentication Uses the credentials and user accounts that are created within the Process Manager database. Although this option does not import Active Directory users, you can perform an import through the ServiceDesk portal later.
  • Page 81 Installing ServiceDesk Active Directory Server dialog box Options in the Active Directory Server dialog box Table 5-14 Option Description AD Server Domain Lets you type the NETBIOS domain name of your Active Directory. The correct format is as follows: MyDom Do not use the fully qualified domain name unless it is necessary.

  • Page 82: Active Directory Container Dialog Box

    Installing ServiceDesk Active Directory Container dialog box Options in the Active Directory Server dialog box (continued) Table 5-14 Option Description User Name Lets you specify the credentials of the account that can connect to the Active Directory and retrieve user and group information. You can specify any user in your domain whose Password privileges are high enough to retrieve users and groups from Active Directory.

  • Page 83: Workflow Persistence Page

    Installing ServiceDesk Workflow Persistence page Workflow Persistence page This page lets you specify where to store the data that is associated with the workflow details such as task assignments and deadlines. This page appears during the ServiceDesk installation but only if you clicked the Show Advanced Settings During Installation option on the Server Roles page.
  • Page 84 Installing ServiceDesk Symbus ORM page installation but only if you clicked the Show Advanced Settings During Installation option on the Server Roles page. “Installing the ServiceDesk application software on the ServiceDesk server computer” on page 61. The Symbus Object Relational Mapper (ORM) provides an exchange for the data that is passed between the key ServiceDesk processes and the Process Manager database.

  • Page 85: System Check Page

    Installing ServiceDesk System Check page System Check page This page displays the results of the system checks that the ServiceDesk installation performs to ensure that you meet all the installation requirements. This page appears during the ServiceDesk installation. “Installing the ServiceDesk application software on the ServiceDesk server computer”...
  • Page 86 Installing ServiceDesk System Check page...

  • Page 87: Configuring The Initial Servicedesk Settings

    Chapter Configuring the initial ServiceDesk settings This chapter includes the following topics: Configuring the ServiceDesk application software during installation Welcome page Installation Components page ServiceDesk Settings page Mail Settings page ITIL Process Configuration page Incident Management Configuration page ServiceDesk Groups page Sample Data Configuration page Installation Preview page Installation Summary page...

  • Page 88: Configuring The Servicedesk Application Software During Installation

    Configuring the initial ServiceDesk settings Configuring the ServiceDesk application software during installation Configuring the ServiceDesk application software during installation The configuration segment of the ServiceDesk Setup wizard lets you configure the ServiceDesk application software. This configuration consists of selecting the parts of ServiceDesk to install, configuring communication settings, mapping Active Directory groups, and installing sample data.
  • Page 89 Configuring the initial ServiceDesk settings Configuring the ServiceDesk application software during installation To configure ServiceDesk during installation On the Welcome page, select the following options as needed: AddNewAdminUser Lets you create a ServiceDesk administrator account. When you click this link, define the administrator on the Add New Admin User dialog box, and then click Save User to return to the installation.
  • Page 90 Configuring the initial ServiceDesk settings Configuring the ServiceDesk application software during installation Configure the settings for email communications to and from ServiceDesk. “Mail Settings page” on page 95. ITIL Process Configuration page Select the options to configure certain features of the core ITIL processes. “ITIL Process Configuration page”...

  • Page 91: Welcome Page

    Retry Try to repeat the failed step. Typically, the steps that fail are those that require a connection between ServiceDesk and the Symantec Management Platform. For example, if a connection timeout occurs, you can repeat the step and reconnect. When the installation finishes, on the Installation Summary page, you can open the ServiceDesk portal, migrate data from Helpdesk Solution 6.5, or...

  • Page 92: Installation Components Page

    Configuring the initial ServiceDesk settings Installation Components page Options on the Welcome page Table 6-1 Option Description Add New Admin User Lets you create a ServiceDesk administrator account. If you do not create the administrator account now, you must use the default administrator account to log on to ServiceDesk for the first time.
  • Page 93 Configuring the initial ServiceDesk settings Installation Components page Options on the Installation Components page Table 6-2 Option Description Setup Database Configures the Process Manager database. Group Permissions Sets the default permissions on the predefined user groups. ServiceDesk permissions are almost always granted at the group level rather than at the user level.

  • Page 94: Servicedesk Settings Page

    Configuring the initial ServiceDesk settings ServiceDesk Settings page Options on the Installation Components page (continued) Table 6-2 Option Description Service Catalog Installs the predefined service items, which can be used to initiate all the ServiceDesk processes. The Service Catalog is a Web part that appears on several ServiceDesk portal pages and that lets users select service items.

  • Page 95: Mail Settings Page

    Configuring the initial ServiceDesk settings Mail Settings page Options on the ServiceDesk Settings page (continued) Table 6-3 Option Description ServiceDesk Exchange Specifies the exchange name and virtual directory for the Name ServiceDesk server computer. The ServiceDesk Exchange is the gateway for communications between different pieces of the Process Manager product.
  • Page 96 Configuring the initial ServiceDesk settings Mail Settings page Options under the Outbound Mail Settings section (continued) Table 6-4 Option Description Reply-to Address Lets you type the email address from which ServiceDesk sends notification emails. If you choose to monitor inbound email, use the same address here as the one in User Name under the Inbound Mail Settings section.

  • Page 97: Itil Process Configuration Page

    Table 6-6 Option Description Use CMDB 7 Lets you choose whether to use the Symantec Configuration Management Database (CMDB) for asset management. “About the Configuration Management Database (CMDB)” on page 27. For more information about modifying a dataservice, see the Workflow Solution Users Manual.

  • Page 98: Incident Management Configuration Page

    Configuring the initial ServiceDesk settings Incident Management Configuration page Options on the ITIL Process Configuration page (continued) Table 6-6 Option Description Which of these Core Lets you configure the interaction between the processes that are listed here and the other ITIL processes will you processes in ServiceDesk.

  • Page 99: Servicedesk Groups Page

    Configuring the initial ServiceDesk settings ServiceDesk Groups page Options on the Incident Management Configuration page Table 6-7 Option Description Allow for Incidents to be Lets ServiceDesk escalate incidents automatically. When Auto Escalated an incident remains in the queue for too long, ServiceDesk increases the incident s priority and escalates it to the appropriate group.

  • Page 100: Sample Data Configuration Page

    Configuring the initial ServiceDesk settings Sample Data Configuration page in the default ServiceDesk groups while using your organization s preferred group names. “About ServiceDesk authentication” on page 143. Options on the ServiceDesk Groups page Table 6-8 Option Description From AD Enables the Group Name to Use option for the selected group.

  • Page 101: Installation Preview Page

    Configuring the initial ServiceDesk settings Installation Preview page Installation Preview page This page lets you review the ServiceDesk settings that you configured before you commit to installing them. It appears during the configuration segment of the ServiceDesk Setup wizard. “Configuring the ServiceDesk application software during installation” on page 88.

  • Page 102: Re-Running The Servicedesk Installation

    Configuring the initial ServiceDesk settings Re-running the ServiceDesk installation Options on the Installation Summary page (continued) Table 6-11 Option Description Migrate Helpdesk Opens the Incident Migration Wizard, which lets you select Incidents incidents to migrate on their statuses. The incidents that you select become available in the ServiceDesk portal.
  • Page 103 Configuring the initial ServiceDesk settings Re-running the ServiceDesk installation To re-run the installation segment of the ServiceDesk Setup wizard On the ServiceDesk server computer, in the location to which you downloaded the installation file, double-click the following shortcut: Altiris.ServiceDesk.2009.exe On the License Agreement page, review the license agreement, and then click I Agree.
  • Page 104 Configuring the initial ServiceDesk settings Re-running the ServiceDesk installation (Advanced Settings only) Specify where to store workflow details such as task assignments and deadlines. “Workflow Persistence page” on page 83. Symbus ORM Settings page (Advanced Settings only) Configure the settings that specify how to enable communications between the Process Manager database and the workflow details.

  • Page 105: Setting Up The Replication Database After The Initial Installation

    Retry Try to repeat the failed step. Typically, the steps that fail are those that require a connection between ServiceDesk and the Symantec Management Platform. For example, if a connection timeout occurs, you can repeat the step and reconnect. When the installation finishes, on the Installation Summary page, you can open the ServiceDesk portal or close the page.

  • Page 106: Uninstalling Servicedesk From The Servicedesk Server Computer

    Configuring the initial ServiceDesk settings Uninstalling ServiceDesk from the ServiceDesk server computer To set up the replication database after the initial installation On the ServiceDesk server computer, in the location to which you downloaded the installation file, double-click the following shortcut: Altiris.ServiceDesk.2009.exe If a message tells you that the server does not meet all the requirements, close the installation and install the missing item or items.
  • Page 107 Configuring the initial ServiceDesk settings Uninstalling ServiceDesk from the ServiceDesk server computer If Workflow Designer is installed on the same computer as ServiceDesk, you can uninstall both products at the same time. If Workflow Designer is installed on a different computer, you can use this procedure to uninstall it from that computer. The ability to uninstall ServiceDesk is available in ServiceDesk 7.0 MR1 or later.
  • Page 108 Configuring the initial ServiceDesk settings Uninstalling ServiceDesk from the ServiceDesk server computer...

  • Page 109: Chapter 7 Installing The Screen Capture Utility

    Chapter Installing the Screen Capture Utility This chapter includes the following topics: About installing the Screen Capture utility Installing the Screen Capture utility with Package Delivery Downloading the Screen Capture Utility installation file About installing the Screen Capture utility ServiceDesk provides a Screen Capture utility that lets users capture images of their computer screens.
  • Page 110 To deliver and install the You can use the standard software delivery methods in the delivery policy or task utility on multiple managed Symantec Management Platform to deliver, install, and from the Symantec computers. manage the Screen Capture Utility on client computers.

  • Page 111: Installing The Screen Capture Utility With Package Delivery

    ServiceDesk provides a Screen Capture utility that lets users capture images of their computer screens. You can install the utility on multiple managed computers from the Symantec Management Platform. A predefined Package Delivery task is created when you install the ServiceDesk solution software on the platform.

  • Page 112: Downloading The Screen Capture Utility Installation File

    Downloading the Screen Capture Utility installation file In the Symantec Management Console, you can access a page that lets you download the Screen Capture Utility installation file. Download this file to any computer on which you plan to install the Screen Capture Utility, and then run the installation file.

  • Page 113: Chapter 8 Migrating Data From Altiris® Helpdesk Solution

    Migrating categories from Helpdesk Solution About migrating data from Helpdesk Solution Symantec ServiceDesk 7.0 replaces the functionality of Helpdesk Solution 6.5 and earlier. ServiceDesk does not upgrade or install over Helpdesk Solution because ServiceDesk is installed on a different server and uses different databases.

  • Page 114: Methods For Migrating Data From Helpdesk Solution

    Migrating data from Altiris® Helpdesk Solution Methods for migrating data from Helpdesk Solution The Helpdesk Solution data that ServiceDesk can use Table 8-1 Data Description Helpdesk Solution The incidents are not migrated or copied to the ServiceDesk incidents server computer. Instead, each migrated Helpdesk Solution incident is linked to a new, corresponding incident task in ServiceDesk.

  • Page 115: Migrating Incidents From Helpdesk Solution

    Migrating data from Altiris® Helpdesk Solution Migrating incidents from Helpdesk Solution Methods for migrating data from Helpdesk Solution (continued) Table 8-2 Method Description From the ServiceDesk The Service Catalog contains the following options for migrating portal data: Migrate Helpdesk Incidents “Migrating incidents from Helpdesk Solution”...
  • Page 116 Migrating data from Altiris® Helpdesk Solution Migrating incidents from Helpdesk Solution Under New Requests, click Migrate Helpdesk Incidents. In the Incident Migration wizard, on the Welcome page, enter the Notification Server computer credentials for the Helpdesk Solution installation whose data you want to migrate. Click Next.

  • Page 117: How Helpdesk Solution Incident Data Corresponds To Servicedesk Incidents

    Migrating data from Altiris® Helpdesk Solution How Helpdesk Solution incident data corresponds to ServiceDesk incidents How Helpdesk Solution incident data corresponds to ServiceDesk incidents When you migrate incidents from Helpdesk Solution to ServiceDesk, the incidents are not moved or copied to the ServiceDesk server computer. Instead, each migrated Helpdesk Solution incident is linked to a new, corresponding incident task in ServiceDesk.

  • Page 118: About Working Helpdesk Solution Incidents In Servicedesk

    Migrating data from Altiris® Helpdesk Solution About working Helpdesk Solution incidents in ServiceDesk Helpdesk Solution incident data and corresponding ServiceDesk Table 8-3 incident data (continued) Data in Helpdesk Solution 6.x Data in ServiceDesk 7.0 MR2 and later Ticket number Added to the task Name (title) and Description About working Helpdesk Solution incidents in ServiceDesk...
  • Page 119 Migrating data from Altiris® Helpdesk Solution Migrating categories from Helpdesk Solution To migrate categories from Helpdesk Solution In the ServiceDesk portal, click Submit Request. On the Submit Request page, under Service Catalog, click ServiceDesk. Under New Requests, click Migrate Helpdesk Categories. In the Migrate Categories wizard, on the Welcome page, enter the Notification Server computer credentials for the Helpdesk Solution whose data you want to migrate.
  • Page 120 Migrating data from Altiris® Helpdesk Solution Migrating categories from Helpdesk Solution...

  • Page 121: Configuring Servicedesk

    Section Configuring ServiceDesk Chapter 9. Configuring the ServiceDesk application Chapter 10. Managing security, users, roles, groups, and permissions Chapter 11. Customizing the ServiceDesk portal Chapter 12. Customizing the email in ServiceDesk Chapter 13. Distributing the ServiceDesk documentation Chapter 14. Performing administrative tasks Chapter 15.

  • Page 123: Chapter 9 Configuring The Servicedesk Application

    Chapter Configuring the ServiceDesk application This chapter includes the following topics: About configuring the ServiceDesk application software Before you configure the ServiceDesk application software Configuring the ServiceDesk application software About incident categories and the data hierarchy About the incident priority Default priority, urgency, and impact values How the incident priority is calculated About the Service Level Agreement and Operating Level Agreement...

  • Page 124: About Configuring The Servicedesk Application Software

    Configuring the ServiceDesk application About configuring the ServiceDesk application software About configuring the ServiceDesk application software The installation of the ServiceDesk application software includes an initial configuration of the ServiceDesk portal. The initial configuration lets you select the parts of ServiceDesk to install, configure communication settings, map Active Directory groups, and install sample data.

  • Page 125: Configuring The Servicedesk Application Software

    Configuring the ServiceDesk application Configuring the ServiceDesk application software Tasks to perform before you configure the ServiceDesk application Table 9-1 software (continued) Task Description Verify or create groups, If you use Active Directory authentication for ServiceDesk, the users and groups were permissions, and users.
  • Page 126 Configuring the ServiceDesk application Configuring the ServiceDesk application software Configurations for the ServiceDesk application software Table 9-2 Action Description Set up incident categories Categories are used to classify ServiceDesk incidents. ServiceDesk contains predefined and the data hierarchy. incident categories, which you can use immediately or edit to meet your organization s requirements.
  • Page 127 Configuring the ServiceDesk application Configuring the ServiceDesk application software Configurations for the ServiceDesk application software (continued) Table 9-2 Action Description Customize the appearance of You can customize the appearance of the ServiceDesk portal in the following ways: the ServiceDesk portal. Customize the general appearance by adding a company logo and selecting a theme, menu style, and other appearance-related features.
  • Page 128 Configuring the ServiceDesk application Configuring the ServiceDesk application software Configurations for the ServiceDesk application software (continued) Table 9-2 Action Description Establish Service Level A Service Level Agreement (SLA) is a contract between an organization and its service Agreement (SLA) times. provider, which sets the expectations and requirements for service delivery.
  • Page 129 Configuring the ServiceDesk application Configuring the ServiceDesk application software Configurations for the ServiceDesk application software (continued) Table 9-2 Action Description Create change team groups In the Change Management process, a change team is a group of people who can for Change Management. assess, plan, authorize, schedule, implement, and test a change request.

  • Page 130: About Incident Categories And The Data Hierarchy

    Configuring the ServiceDesk application About incident categories and the data hierarchy Configurations for the ServiceDesk application software (continued) Table 9-2 Action Description (Optional) Add a MIME type When a process worker works a task that is associated with an equipment for remote control through configuration item (CI), the worker can access the Remote Control (Via RDP) link.

  • Page 131: About The Incident Priority

    Most ServiceDesk implementations either use the default values or make only minor changes. Changing the values requires caution and a good understanding of the Symantec Workflow software. You can change the available impact and urgency values and the priority that is assigned to the combination of the two values.

  • Page 132: Default Priority, Urgency, And Impact Values

    Configuring the ServiceDesk application Default priority, urgency, and impact values For more information about customizing forms and editing projects, see the ServiceDesk Customization Guide and the Workflow Solution User Guide. Default priority, urgency, and impact values During incident entry, the submitter specifies the urgency and impact. When a user submits an incident, the priority is assigned based on the urgency and the impact that the user specified.

  • Page 133: How The Incident Priority Is Calculated

    Configuring the ServiceDesk application How the incident priority is calculated Default priority, urgency, and impact values (continued) Table 9-3 Setting Default values Impact Defines the extent of the issue by specifying how many people are affected. In the Who is Affected? option on the Create a New Incident page, the users can select from the following values: Single User Entire Team or Group...

  • Page 134: About The Service Level Agreement And Operating Level Agreement

    Configuring the ServiceDesk application About the Service Level Agreement and Operating Level Agreement How the incident priority is calculated Table 9-4 Urgency Impact Calculated priority No Immediate Urgency Single User No Immediate Urgency Entire Team or Group Normal No Immediate Urgency Entire Department High No Immediate Urgency...

  • Page 135: About The Service Level Agreement (Sla) Time Frames

    Configuring the ServiceDesk application About the Service Level Agreement (SLA) time frames “About the Service Level Agreement (SLA) time frames” on page 135. Typically, corporate policy defines the overall SLA. A default SLA is built in to the Incident Management process. You can edit the default SLA time frames and you can set up the SLA and OLA in any custom process that you create.

  • Page 136: Default Sla Time Frames

    Configuring the ServiceDesk application Default SLA time frames “Default SLA time frames” on page 136. If your organization does not use Service Level Agreements, you can disable an SLA by setting a large number of days for its time frames. For more information about setting time frames in the SLA, see the ServiceDesk Customization Guide.

  • Page 137: About Follow The Sun Routing

    Configuring the ServiceDesk application About Follow the Sun routing Levels for setting business hours and holidays Table 9-6 Level Description Global The global business hours become the default settings for every new workflow and monitoring project that is created in Workflow Designer.

  • Page 138: About Replicating The Process Manager Database

    Configuring the ServiceDesk application About replicating the Process Manager database Follow the Sun routing is defined in Workflow Designer in the SD.FollowTheSun project. For more information about setting up Follow the Sun routing, see the ServiceDesk Customization Guide and the Workflow Solution User Guide. About replicating the Process Manager database You can create a database that replicates certain data from the Process Manager database.
  • Page 139 Configuring the ServiceDesk application About the Service Catalog and service items are used to submit an incident, submit a knowledge base request, and create a problem ticket. You can also add customized service items to the Service Catalog. For example, you can add service items for self-service activities such an as automated password reset or an automated software request.
  • Page 140 Configuring the ServiceDesk application About the Service Catalog and service items...

  • Page 141: Managing Security, Users, Roles, Groups, And Permissions

    Chapter Managing security, users, roles, groups, and permissions This chapter includes the following topics: About ServiceDesk security and permissions About group-level permissions About ServiceDesk authentication About adding users from Active Directory About ServiceDesk security and permissions ServiceDesk manages access to the ServiceDesk portal through native authentication or Active Directory authentication.

  • Page 142: About Group-Level Permissions

    Managing security, users, roles, groups, and permissions About group-level permissions permission to view the article. In this case, the user s specific permission overrides the group setting, and the user is able to view the article. ServiceDesk permissions hierarchy Table 10-1 Permissions level Description User...

  • Page 143: About Servicedesk Authentication

    Managing security, users, roles, groups, and permissions About ServiceDesk authentication When you apply permissions to groups, you do not have to edit the permission settings for the individual users. The permissions changes that you make at the group level are updated for every user who is a member of that group. You can use the default groups that are provided with ServiceDesk, create new groups, or import groups from Active Directory during the ServiceDesk installation.
  • Page 144 Managing security, users, roles, groups, and permissions About adding users from Active Directory subsequent synchronizations. The ServiceDesk users and groups are stored in the Process Manager database. “About ServiceDesk authentication” on page 143. How Active Directory users can be added to ServiceDesk Table 10-3 Method Description...

  • Page 145: Customizing The Servicedesk Portal

    Chapter Customizing the ServiceDesk portal This chapter includes the following topics: About the ServiceDesk portal About customizing the contents of ServiceDesk portal pages About customizing forms About the Customer Satisfaction Survey About the ServiceDesk portal The ServiceDesk portal is a Web-based interface that provides access to the ServiceDesk application software.
  • Page 146 Customizing the ServiceDesk portal About the ServiceDesk portal a particular portal page or other feature, you probably do not have the appropriate permissions. Screen elements of the ServiceDesk portal Table 11-1 Element Description ServiceDesk portal The browser window that appears when you double-click the Altiris Process Manager shortcut.

  • Page 147: About Customizing The Contents Of Servicedesk Portal

    Customizing the ServiceDesk portal About customizing the contents of ServiceDesk portal pages About customizing the contents of ServiceDesk portal pages The ServiceDesk portal consists of pages, from which all ServiceDesk activities are performed. The portal pages can be customized to meet your organization s specific requirements.
  • Page 148 Customizing the ServiceDesk portal About customizing forms confirmed. In the survey, the user rates how satisfied they are with the service that they received. “About the Customer Satisfaction Survey” on page 149. The form customization can be performed at different levels and from different places.

  • Page 149: About The Customer Satisfaction Survey

    Customizing the ServiceDesk portal About the Customer Satisfaction Survey Levels of form customization (continued) Table 11-2 Level Where to edit What you can customize Aspects of the form s ServiceDesk portal, on On the Edit Form page, you can edit the form information on the appearance and the Edit Form page.
  • Page 150 Customizing the ServiceDesk portal About the Customer Satisfaction Survey You can change the text on the survey form. You can also change the survey questions and the possible responses so that you can track the information that is most important to your organization. You can change the appearance and fields of the Customer Satisfaction Survey by editing the SD.CustomerServiceSurvey project in Workflow Designer.

  • Page 151: Customizing The Email In Servicedesk

    Chapter Customizing the email in ServiceDesk This chapter includes the following topics: Customizing the email actions for ServiceDesk processes About automatic email notifications About the contents of email notifications About configuring the email monitoring Customizing the email actions for ServiceDesk processes ServiceDesk can perform the following automatic email actions: Send email notifications at various stages of a process, based on one or more...

  • Page 152: About Automatic Email Notifications

    Customizing the email in ServiceDesk About automatic email notifications Process for customizing the email actions for ServiceDesk processes Table 12-1 Action Description Customize the Each process can trigger several types of email notifications. You automatic email can customize the email notifications by editing the project for notifications.

  • Page 153: About The Contents Of Email Notifications

    Customizing the email in ServiceDesk About the contents of email notifications Change Management Knowledge Management The default notifications are ready to use. However, you can customize the email notifications by editing the appropriate project in Workflow Designer. For example, you can change the event that triggers a notification or create a notification for a new event.

  • Page 154: About Configuring The Email Monitoring

    Customizing the email in ServiceDesk About configuring the email monitoring Sources for the contents of the email messages Table 12-2 Source Description Templates in the Most email content is obtained from templates. An email template SD.EmailServices is a message containing predefined content, format, and structure project that is used to create individual emails from a ServiceDesk process.
  • Page 155 Customizing the email in ServiceDesk About configuring the email monitoring By default, the email monitoring process can also add the contents of the email responses to a process ticket. The recipient of the email can send a reply that contains the requested information. The monitoring process reads the reply code that is associated with the email.
  • Page 156 Customizing the email in ServiceDesk About configuring the email monitoring For more information about configuring email and customizing projects, see the ServiceDesk Customization Guide and the Workflow Solution User Guide.

  • Page 157: Distributing The Servicedesk Documentation

    Chapter Distributing the ServiceDesk documentation This chapter includes the following topics: Making the ServiceDesk documentation available to users Configuring the Help link for ServiceDesk documentation Linking to the ServiceDesk documentation from a Links Web part Displaying the ServiceDesk documentation in a File Browser Web part Adding the ServiceDesk documentation to Document Management Making the ServiceDesk documentation available to users...
  • Page 158 Set the link to target the location of the documentation files. The default target for the Help link is the ServiceDesk Product Support page on the Symantec Web site. “Configuring the Help link for ServiceDesk documentation” on page 159.

  • Page 159: Configuring The Help Link For Servicedesk Documentation

    The default target for the Help link is the ServiceDesk Product Support page on the Symantec Web site. Other options are available for providing access to the documentation from within the ServiceDesk portal.

  • Page 160: Linking To The Servicedesk Documentation From A Links Web Part

    Distributing the ServiceDesk documentation Linking to the ServiceDesk documentation from a Links Web part Linking to the ServiceDesk documentation from a Links Web part If you choose to make the ServiceDesk documentation available to your users, you can download it to a shared network drive or other location. After the download, you must provide a means for the users to access the documentation.

  • Page 161: Displaying The Servicedesk Documentation In A File Browser Web Part

    Distributing the ServiceDesk documentation Displaying the ServiceDesk documentation in a File Browser Web part Process for linking to the ServiceDesk documentation from a Links Table 13-2 Web part (continued) Step Action Description Step 4 Make additional edits to In the Editor Zone pop-up, we recommend that the Web part.

  • Page 162: Adding The Servicedesk Documentation To Document Management

    Distributing the ServiceDesk documentation Adding the ServiceDesk documentation to Document Management Process for displaying the ServiceDesk documentation in a Browser Table 13-3 Web part Step Action Description Step 1 Ensure that the If you downloaded the documentation files to a location that is not accessible documentation files are to all the users, move the files to an appropriate shared location.
  • Page 163 Distributing the ServiceDesk documentation Adding the ServiceDesk documentation to Document Management Caution: To avoid the distribution of outdated documentation, you must update the documentation files in the Document Management system when updates are available. The documentation files are not installed with the Server software updates.
  • Page 164 Distributing the ServiceDesk documentation Adding the ServiceDesk documentation to Document Management...

  • Page 165: Performing Administrative Tasks

    Chapter Performing administrative tasks This chapter includes the following topics: Commands on the Admin menu About application properties About incident close codes About the ServiceDesk portal master settings Creating user relationship types Commands on the Admin menu The Admin menu provides access to all the administrative functions that are available in ServiceDesk.
  • Page 166 Performing administrative tasks Commands on the Admin menu Commands on the Admin menu Table 14-1 Command Subcommand Description Data Lists/Profiles Lets you add, edit, and delete profile definitions. Profiles let you categorize data by adding customizable fields, which you can use for further sorting of data. For example, you can set up profile values of “hardware”...
  • Page 167 Performing administrative tasks Commands on the Admin menu Commands on the Admin menu (continued) Table 14-1 Command Subcommand Description Data UserRelationshipType Lets you add, edit, and delete user relationship types. User relationship types define the relationships that users can have to other users and to groups.
  • Page 168 Performing administrative tasks Commands on the Admin menu Commands on the Admin menu (continued) Table 14-1 Command Subcommand Description Portal Manage Pages Lets you manage all the pages in the ServiceDesk portal. You can import, edit, delete, export, and move pages up and down the menu list.
  • Page 169 Performing administrative tasks Commands on the Admin menu Commands on the Admin menu (continued) Table 14-1 Command Subcommand Description Users Accounts Lets you manage the various ServiceDesk user, group, permission, and organization accounts. This command has the following subcommands: Manage Users Lets you add, edit, and delete users.

  • Page 170: About Application Properties

    Performing administrative tasks About application properties About application properties ServiceDesk contains a set of default application properties named ServiceDeskSettings, which the components in Workflow Designer and Workflow Solution can use. The application properties are also referred to as profile properties in the Workflow products. A best practice in the Workflow products is to reference the application properties instead of hard-coding values.

  • Page 171: About The Servicedesk Portal Master Settings

    Performing administrative tasks About the ServiceDesk portal master settings Lets you select a code that indicates the nature of the resolution. The default close codes are as follows: Completed Success Training Required Review Documentation No Fault Found Monitoring Required Advice Given Change Required Quick Close Sets the incident s status to Closed and sets the Percent Completed to 100%.

  • Page 172: Creating User Relationship Types

    Performing administrative tasks Creating user relationship types Creating user relationship types You can customize ServiceDesk so that process tickets can be assigned based on relationships. For example, if an incident is not completed in time, it can escalate from the original worker to that worker s supervisor. The relationships can be between users, groups, permissions, or organizational units.

  • Page 173: Managing The Active Directory Connections In Servicedesk

    Chapter Managing the Active Directory connections in ServiceDesk This chapter includes the following topics: About Active Directory synchronization Methods for synchronizing Active Directory About managing Active Directory servers in ServiceDesk About Active Directory synchronization When your organization uses Active Directory authentication, ServiceDesk synchronizes with Active Directory to add and update AD users and groups in the Process Manager database.
  • Page 174 Managing the Active Directory connections in ServiceDesk About Active Directory synchronization You can connect ServiceDesk to your entire Active Directory or to specific organization groups. These groups are not the same as the organizational groups that are used in ServiceDesk to categorize users. “About adding users from Active Directory”...

  • Page 175: Methods For Synchronizing Active Directory

    Managing the Active Directory connections in ServiceDesk Methods for synchronizing Active Directory Methods for synchronizing Active Directory When your organization uses Active Directory authentication, ServiceDesk synchronizes with Active Directory to add and update AD users and groups in the Process Manager database. “About Active Directory synchronization”...

  • Page 176: About Managing Active Directory Servers In Servicedesk

    Managing the Active Directory connections in ServiceDesk About managing Active Directory servers in ServiceDesk About managing Active Directory servers in ServiceDesk During the ServiceDesk installation, the Process Manager Authentication page contains authentication options for the users who log on to the ServiceDesk portal. If Active Directory (AD) authentication is selected, one or more AD servers can be specified.

  • Page 177: Default Categories In Servicedesk

    Appendix Default categories in ServiceDesk This appendix includes the following topics: Default categories for incidents Default classifications for problems Default categories for incidents ServiceDesk uses categories to classify incidents and route them to the appropriate incident technician or queue. The category also helps sort incidents for reports. ServiceDesk contains three levels of predefined incident categories, which you can use immediately or edit to meet your organization s requirements.
  • Page 178 Default categories in ServiceDesk Default categories for incidents Default categories for incidents (continued) Table A-1 Main category Category level 2 Category level 3 Hardware Notebook Memory Modem Machine Discovery Disk Docking Station Network Backup Other Employee Hardware Keyboard Hardware Printer Other Jammed Out of Toner...

  • Page 179: Default Classifications For Problems

    Default categories in ServiceDesk Default classifications for problems Default categories for incidents (continued) Table A-1 Main category Category level 2 Category level 3 Hardware Monitor Microsoft Office Network No Connection Can t Access Some Resources Other Internet Can t Browse Web Other How To Access Email...
  • Page 180 Default categories in ServiceDesk Default classifications for problems Default classifications for problems (continued) Table A-2 Main classification Classification level 2 Classification level 3 Software Operating System Other SW Delivery Failure Migration Failure Deployment Failure Hardware Monitor Hardware Keyboard Hardware Notebook Memory Modem Machine Discovery...
  • Page 181 Default categories in ServiceDesk Default classifications for problems Default classifications for problems (continued) Table A-2 Main classification Classification level 2 Classification level 3 Hardware Phone Voice Mail Not Working Other Reset Voice Mail Pin No Dial Tone Hardware Handheld Can t Sync Other Hardware Drive...
  • Page 182 Default categories in ServiceDesk Default classifications for problems...

  • Page 183: Index

    Index business hours (continued) setting 128 Active Directory mapping groups 99 organization units 82 users added to ServiceDesk 143 CAB approval percentage Active Directory authentication changing 129 about 143 category setting 80 incident. See incident category Active Directory container 82 migrating from Helpdesk Solution 118 Active Directory server problem.
  • Page 184 Index credentials EnsembleAnalysis. See analysis database Notification Server 74 EnsembleReplication database. See replication Customer Satisfaction Survey database about 149 error log for installation 85 customizing 149 escalation customized automatic. See automatic escalation form 147 ServiceDesk portal page 147 Follow the Sun routing about 137 data from Helpdesk Solution.
  • Page 185 Index incident category 130 See also data hierarchy knowledge base item about 130 migrating from Helpdesk Solution 114 defaults 177 migrating from Helpdesk Solution 118 incident impact. See impact of incident licensing for ServiceDesk 29 Incident Management lists/profiles 166 configuration 98 log of warnings and errors 85 incident migration migrated data 117...
  • Page 186 45 ServiceDesk core 25 ServiceDesk 47 Process Manager authentication. See ServiceDesk SQL 48 authentication Symantec Management Platform 46 Process Manager database 18 server roles 70 See also replication database server, Active Directory. See Active Directory server about 18 Service Catalog...
  • Page 187 32 user installing 58 definition 142 settings file from Active Directory 143 configuration 92, 101 user accounts 169 installation 62, 69, 85 user relationship type SIM. See Symantec Installation Manager about 167 SLA. See Service Level Agreement (SLA) creating 172...
  • Page 188 Index user welcome message 79 warning log for installation 85 welcome message 79 workflow about 23 Workflow Designer about 28 installing 64 settings 73 uninstalling 106 upgrading 67 workflow persistence 83 Workflow Server about 29 Workflow Solution about 28...

This manual is also suitable for:

Servicedesk 7.0 mr2

Table of Contents