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About customizing the contents of ServiceDesk portal
pages
About customizing forms
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.
Examples of the customizations that can be made are as follows:
An administrator configures a different My Task List page for each group.
An individual adds a search capability to their own Home page.
A support manager customizes their Tickets page and then shares it with the
rest of the support group.
An administrator customizes a Process View page for a specific type of worker.
For example, a high-level support technician might need additional actions.
Administrators can perform all the customization actions and can grant
customization permissions to other ServiceDesk users. Non-administrator users
typically have fewer options for customizing portal pages.
Customizing portal pages consists of the following actions:
Adding and deleting pages
Specifying which pages can be customized
Adding, editing, and deleting the Web parts that appear on a page
Sharing pages with other users
You can also set a portal page to be the page that opens whenever you log on to
the ServiceDesk portal.
In the ServiceDesk portal, a form is the screen or page that workers and users
interact with during a process. The forms feed the process data into the database.
For example, a change worker uses the Request Change form to submit a new
change request. Users use the Create New Incident form to submit incidents.
ServiceDesk contains predefined forms for all its processes. These predefined
forms are complete and ready to use immediately. However, you can customize
any of the forms to meet your organization s established process requirements.
For example, many organizations customize the Customer Satisfaction Survey
form that is sent to the submitting user when an incident is resolved and
About customizing the contents of ServiceDesk portal pages
Customizing the ServiceDesk portal
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