Symantec SERVICEDESK 7.0 MR2 - IMPLEMENTATION GUIDE V1.0 Implementation Manual page 9

Chapter 6
Chapter 7
Chapter 8
Section 3
Chapter 9
Configuring the initial ServiceDesk settings
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 ........................................ 98
ServiceDesk Groups page ............................................................... 99
Sample Data Configuration page ................................................... 100
Installation Preview page ............................................................. 101
Installation Summary page .......................................................... 101
Re-running the ServiceDesk installation ......................................... 102
Setting up the replication database after the initial installation .......... 105
Uninstalling ServiceDesk from the ServiceDesk server
computer ............................................................................ 106
Installing the Screen Capture Utility
About installing the Screen Capture utility ...................................... 109
Installing the Screen Capture utility with Package Delivery ................ 111
Downloading the Screen Capture Utility installation file .................... 112
Migrating data from Altiris® Helpdesk
Solution
....................................................................... 113
About migrating data from Helpdesk Solution ................................. 113
Methods for migrating data from Helpdesk Solution ......................... 114
Migrating incidents from Helpdesk Solution .................................... 115
How Helpdesk Solution incident data corresponds to ServiceDesk
incidents ............................................................................. 117
About working Helpdesk Solution incidents in ServiceDesk ................ 118
Migrating categories from Helpdesk Solution .................................. 118
Configuring ServiceDesk
Configuring the ServiceDesk application
About configuring the ServiceDesk application software ................... 124
Before you configure the ServiceDesk application software ................ 124
Configuring the ServiceDesk application software ............................ 125
About incident categories and the data hierarchy ............................. 130
................. 87
............................. 109
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Contents 9