Symantec SERVICEDESK 7.0 MR2 - IMPLEMENTATION GUIDE V1.0 Implementation Manual page 166

166 Performing administrative tasks
Commands on the Admin menu
Command
Data
Data
Data
Data
Data
Commands on the Admin menu
Table 14-1
Subcommand
Lists/Profiles
Application Properties
Document Type
Document Category
Type
HierarchyDataService
Description
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" and "OS" for incidents. When users enter
incidents in ServiceDesk, they can specify the hardware type and
operating systems that are involved in the incident. When technicians
analyze the data from multiple incidents, they can see patterns emerge.
These patterns may show them that they have a serious problem with
a certain hardware and OS combination that needs further
investigation.
Lets you add, edit, and delete application properties. Typically, you
define application properties as part of the installation configuration
process, but you can also work with them from the Admin area.
Application properties are a type of profile. Instead of hard-coding
the values that you use in workflow components, you can define
application properties to represent those values. You can use the
properties in multiple workflow components.
See "About application properties"
Lets you add, edit, and delete document types.
The document type defines the file format of a document that is
imported to the Document Management system. The users who import
documents can specify the document type. However, users can import
files of types other than those that are defined.
Lets you add, edit, and delete document category types.
The document category type provides an additional means of grouping
and organizing the document categories. You can sort the category
display on the Documents page by document category type instead
of alphabetically.
Lets you add, edit, and delete incident categories and hierarchy items.
ServiceDesk uses categories to classify incidents. You can use
additional levels of classification items to further identify the
incidents. The main categories and the additional classification items
are referred to as the data hierarchy.
See "About incident categories and the data hierarchy"
on page 170.
on page 130.