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Symantec SERVICEDESK 7.0 MR2, Implementation Manual

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Symantec SERVICEDESK 7.0 MR2 Implementation Manual Download Page 104

(Advanced Settings only) Specify where to store workflow details such as
task assignments and deadlines.

See

“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.

The workflow details include data such as task assignments and deadlines.

See

“Symbus ORM page”

on page 83.

■

System Check page

Review the results of the system checks that the ServiceDesk installation
performs. You can view descriptions of any warnings and failures and you
can also save those descriptions to a log file.

See

“System Check page”

on page 85.

6

On the Ready to Install page, review all the installation settings that you
entered, and then take one of the following actions:

Click Install.

If the settings are
correct

Click Back to back up through the setup wizard and change
them.

If any of the settings are
not correct

7

On the Installing page, you can view the installation’s status.

To see the installation status in detail, click Details.

8

When the installation finishes, on the Installing page, take one of the
following actions:

Click Cancel.

To skip the configuration segment and
exit the installation

Click Next.

See

To re-run the configuration segment

of the ServiceDesk Setup wizard

.

To re-run the configuration segment of
the wizard

To re-run the configuration segment of the ServiceDesk Setup wizard

1

On the Welcome page, click Custom Installation.

2

On the Installation Components page, click Database Reporting, and then
uncheck all the other options, and then click Continue.

Configuring the initial ServiceDesk settings

Re-running the ServiceDesk installation

104

Summary of Contents for SERVICEDESK 7.0 MR2

Page 1: ...Symantec ServiceDesk Implementation Guide Version 7 0 MR2 ...

Page 2: ...ES INCLUDING ANY IMPLIED WARRANTY OF MERCHANTABILITY FITNESS FOR A PARTICULAR PURPOSE OR NON INFRINGEMENT ARE DISCLAIMED EXCEPT TO THE EXTENT THAT SUCH DISCLAIMERS ARE HELD TO BELEGALLYINVALID SYMANTECCORPORATIONSHALLNOTBELIABLEFORINCIDENTAL OR CONSEQUENTIAL DAMAGES IN CONNECTION WITH THE FURNISHING PERFORMANCE OR USE OF THIS DOCUMENTATION THE INFORMATION CONTAINED IN THIS DOCUMENTATION IS SUBJECT...

Page 3: ... minute information Upgrade assurance that delivers software upgrades 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...

Page 4: ...iness support Customer service Customer service information is available at the following URL www symantec com business support Customer Service is available to assist with non technical questions such as the following types of issues Questions regarding product licensing or serialization Product registration updates such as address or name changes General product information features language ava...

Page 5: ...existing support agreement please contact the support agreement administration team for your region as follows customercare_apac symantec com Asia Pacific and Japan semea symantec com Europe Middle East and Africa supportsolutions symantec com North America and Latin America ...

Page 6: ......

Page 7: ...abase CMDB 27 About Workflow Designer 28 About Workflow Server 29 About ServiceDesk licenses 29 Chapter 3 Introducing ServiceDesk solution software 31 About ServiceDesk solution software 31 About the ServiceDesk Solution Console page 32 Accessing the ServiceDesk Solution Console page 32 Section 2 Installing ServiceDesk 33 Chapter 4 Planning to install ServiceDesk 35 About the ServiceDesk installat...

Page 8: ...ling ServiceDesk 57 About installing the ServiceDesk solution software on the Notification Server computer 58 Installing the ServiceDesk application software 59 Downloading the ServiceDesk installation file 60 Installing the ServiceDesk application software on the ServiceDesk server computer 61 Installing Workflow Designer on a client computer 64 Installing an upgrade to the ServiceDesk applicatio...

Page 9: ...the Screen Capture utility 109 Installing the Screen Capture utility with Package Delivery 111 Downloading the Screen Capture Utility installation file 112 Chapter 8 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...

Page 10: ...irectory 143 Chapter 11 Customizing the ServiceDesk portal 145 About the ServiceDesk portal 145 About customizing the contents of ServiceDesk portal pages 147 About customizing forms 147 About the Customer Satisfaction Survey 149 Chapter 12 Customizing the email in ServiceDesk 151 Customizing the email actions for ServiceDesk processes 151 About automatic email notifications 152 About the contents...

Page 11: ...g user relationship types 172 Chapter 15 Managing the Active Directory connections in ServiceDesk 173 About Active Directory synchronization 173 Methods for synchronizing Active Directory 175 About managing Active Directory servers in ServiceDesk 176 Appendix A Default categories in ServiceDesk 177 Default categories for incidents 177 Default classifications for problems 179 Index 183 11 Contents ...

Page 12: ...Contents 12 ...

Page 13: ...Introducing ServiceDesk Chapter 1 Introducing ServiceDesk Chapter 2 Understanding ServiceDesk concepts Chapter 3 Introducing ServiceDesk solution software 1 Section ...

Page 14: ...14 ...

Page 15: ...nclude Client Management Suite and Server Management Suite The ServiceDesk solution software is installed using the standard Symantec Management Platform mechanisms ServiceDesk includes all the primary ITIL Service Management processes Processes in ServiceDesk include Incident Management Problem Management ChangeManagement ReleaseManagement andaKnowledgeManagementsystem ServiceDesk also includes a...

Page 16: ...wide support capabilities and supports virtual help desks Time zone support You can define the normal business hours for your organization which accounts for holidays and weekends This business hours support allows for accurate Service Level Agreement reporting and accurate reporting of average response time and resolution time Business hours support Email notifications are built into the ITIL pro...

Page 17: ...erver computer This software provides the following functions Management of the ServiceDesk licensing The Symantec Installation Manager SIM installs the ServiceDesk solution software and applies the ServiceDesk licenses The installation file that is used to install the ServiceDesk application software on the ServiceDesk server computer The ServiceDesk server computer is different from the Notifica...

Page 18: ...mputer The ServiceDesk server is sometimes referred to as the Workflow server See About Workflow Server on page 29 Workflow Server software Definitions of the events or steps that a process can follow The data that is provided for a specific process determines the path that the process takes through the workflow ServiceDesk contains the core workflows that you can use immediately without customiza...

Page 19: ...Where to get more information Use the following documentation resources to learn and use this product Table 1 3 Documentation resources Location Description Document http kb altiris com You can search for the product name under Release Notes Information about new features and important issues This information is available as an article in the Altiris Knowledgebase Release Notes Links to the docume...

Page 20: ...is available in PDF format ServiceDesk has the following user guides ServiceDesk User Guide For the administrator who configures and manages the ServiceDesk portal and the process workers who use the ServiceDesk portal ServiceDesk Portal User Guide For the internal users or external users who use the ServiceDesk portal to submit incidents search the knowledge base and perform other user tasks User...

Page 21: ... PDF format ServiceDesk Customization Guide In addition to the product documentation you can use the following resources to learn about Altiris products Table 1 4 Altiris information resources Location Description Resource http kb altiris com Articles incidents and issues about Altiris products Knowledge base http www symantec com connect endpoint management virtualization An online magazine that ...

Page 22: ...Introducing ServiceDesk Where to get more information 22 ...

Page 23: ...ion 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 These items are related to the workflow processing in ServiceDesk See About ServiceDesk on page 15 2 Chapter ...

Page 24: ... use See About the core processes in ServiceDesk on page 25 Process An object that is created to accept the data that is entered during the initiation and working of a process A ticket also contains the information that the various workers need to work the process For example an incident ticket contains the attributes that define the incident such as the description contact and priority Ticket The...

Page 25: ... ITIL on page 24 The predefined processes are ready to use However you can customize any process to meet the specific needs of your organization You customize the workflow for a process in Workflow Designer See About Workflow Designer on page 28 Table 2 2 Core processes in ServiceDesk Description Project name Workflow Works on standardizing methods and procedures for the most efficient handling of...

Page 26: ...ew unread emails and processes them by creating incidents or routing them to the service manager for evaluation See About configuring the email monitoring on page 154 SD Email Monitor SD Email InboundManagement Email Monitoring Routes assigns an incident By default all emergency and high priority incidents are assigned to the Support II group All other incidents are assigned to Support I The Deter...

Page 27: ...e authorized configurations of the significant components configuration items of the IT environment For example the CMDB can contain information about hardware software associated documentation assets contracts and users The CMDB lets you manage the resources throughout their lifecycle which helps your organization understand the relationships between these resources and track their configuration ...

Page 28: ...low Designer lets an administrator customize workflows to meet the needs of the organization With Workflow Designer you can design workflows to apply rules make decisions display interfaces interview users and route documents Workflow Designer is a component of Workflow Solution ServiceDesk is based on Workflow Solution A version of Workflow Designer is included with ServiceDesk See About workflow...

Page 29: ...when a logged on user has a ServiceDesk process view page open to work a ticket for any of the ServiceDesk processes The ServiceDesk licensing is IP based Therefore a user can run multiple instances of ServiceDesk on one computer but consume only one license When all the licenses are in use the next user who tries to edit a ticket is denied access until a license becomes available A license is rel...

Page 30: ...Understanding ServiceDesk concepts About ServiceDesk licenses 30 ...

Page 31: ...r computer and the ServiceDesk application software is installed on the ServiceDesk server computer See Components of ServiceDesk on page 17 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...

Page 32: ...wnloading the ServiceDesk installation file on page 60 View all incidents that are associated with a resource and that have been reported from the ServiceDesk server computer The ServiceDesk Solution Console page appears in the Symantec Management Console See Accessing the ServiceDesk Solution Console page on page 32 The ServiceDesk solution software is a component of the ServiceDesk product See A...

Page 33: ... 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 2 Section ...

Page 34: ...34 ...

Page 35: ...ymantec Management Platform and ServiceDesk 7 0 from Altiris 6 x Upgrading the ServiceDesk application software Server requirements for the ServiceDesk installation Server configuration options for the ServiceDesk installation Requirements for the ServiceDesk client computers Adding the ServiceDesk server computer to the Administrators group About installing Symantec Management Platform products A...

Page 36: ... follow depend on the scenario that fits your organization s situation Table 4 1 Typical scenarios for installing ServiceDesk Description Scenario No Symantec Management Platform products are installed in your environment You purchased a Symantec Management Platform 7 0 product that includes ServiceDesk See Installing a Symantec Management Platform product and ServiceDesk for the first time on pag...

Page 37: ...ServiceDesk for the first time Description Process Step ServiceDesk requires a Symantec Management Platform 7 0 product During this step you set up the Notification Server computer and the other hardware and software that is required The Symantec Management Platform runs on a 32 bit server See Server configuration options for the ServiceDesk installation on page 49 For more information about the r...

Page 38: ...c Management Platform products on page 52 See About installing the ServiceDesk solution software on the Notification Server computer on page 58 Populate the Configuration Management Database CMDB ServiceDesk uses some of the configuration items resources that are defined in the CMDB Technically you can use ServiceDesk without the CMDB data but doing so limits the amount of information that can be ...

Page 39: ...omplete the steps for configuring the ServiceDesk portal See Configuring the ServiceDesk application software on page 125 Installing ServiceDesk 7 0 on an existing installation of the Symantec Management Platform Use this process to install ServiceDesk when you have already implemented a Symantec Management Platform 7 0 product Before you begin ensure that you meet the following prerequisites The ...

Page 40: ...ver computer on page 58 Install the ServiceDesk solution software on the Notification Server computer Step 2 During this step you use the ServiceDesk Setup wizard to install the ServiceDesk application software The ServiceDesk application software incorporates all the Symantec Workflow technologies that manage service tickets provide reporting capabilities and integrate with other Symantec product...

Page 41: ...esk portal See Configuring the ServiceDesk application software on page 125 Upgrading to the Symantec Management Platform and ServiceDesk 7 0 from Altiris 6 x 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 Use t...

Page 42: ...Migration of 6 x Data to Symantec Management Platform 7 0 It is available at the following URL https kb altiris com article asp article 44969 p 1 Upgrade to the Symantec Management Platform 7 0 Step 1 During this step you perform the following tasks Set up a 64 bit computer as the ServiceDesk server This server cannot contain an installation of Helpdesk Solution See System requirements for the Ser...

Page 43: ...de reporting capabilities and integrate with other Symantec products See Installing the ServiceDesk application software on page 59 This step includes the initial configuration of the ServiceDesk application software which you do in the ServiceDesk Setup wizard Install the ServiceDesk application software on the ServiceDesk server computer Step 4 Symantec ServiceDesk 7 0 replaces the functionality...

Page 44: ...lete the steps Table 4 5 Process for upgrading the ServiceDesk application software Description Process Step If your organization has modified any workflow projects back them up from their location on the ServiceDesk server computer before you upgrade ServiceDesk The default location for the workflow projects is as follows installation directory altiris Workflow Designer WorkflowProjects During th...

Page 45: ...software or Workflow Designer See Downloading the ServiceDesk installation file on page 60 Download the updated ServiceDesk installation file Step 3 On the ServiceDesk server computer run the ServiceDesk installation file that you downloaded which opens the ServiceDeskSetup wizard See Installing the ServiceDesk application software on page 59 Upgrade the ServiceDesk application software Step 4 If ...

Page 46: ... on page 47 ServiceDesk server computer The ServiceDesk databases must reside on a SQL Server computer See 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 SQL Server computer You can use any of several configurations for setting up the Notification Server computer the ServiceDesk serve...

Page 47: ...ware is installed on the ServiceDesk server computer This server cannot contain an installation of Helpdesk Solution You can use any of several configurations for setting up the Notification Server computer the ServiceDesk server computer and the SQL Server computer See Server configuration options for the ServiceDesk installation on page 49 When you install the ServiceDesk application software an...

Page 48: ...T 3 5 with ASP NET NET Framework ServiceDesk is intended to work with all of the major Internet browsers We have tested ServiceDesk with the following browsers Microsoft Internet Explorer 7 or later Mozilla Firefox 2 or later Safari 3 or later Internet browser The ServiceDesk server computer must be a member of the Administrators group on the SQL Server computer See Adding the ServiceDesk server c...

Page 49: ...ilable at the following URL https kb altiris com article asp article 45803 p 1 Additional requirements Server configuration options for the ServiceDesk installation The ServiceDesk installation requires that you dedicate certain servers a Notification Server computer a ServiceDesk server computer and a SQL Server computer See Server requirements for the ServiceDesk installation on page 45 The serv...

Page 50: ...cation software SQL Server is installed on box for either the Symantec ManagementPlatformortheServiceDeskapplicationsoftware or both One of the applications uses an on box installation of SQL Server and shares it with the other application One of the applications uses an on box installation of SQL Server and the other application uses an off box installation of SQL Server Additional server configu...

Page 51: ...viceDesk server computer to the Administrators group Before you install the ServiceDesk application software you must add the ServiceDesk server computer to the Administrators group on the SQL Server computer This task is part of the process for setting up the environment for the ServiceDesk application software See Installing a Symantec Management Platform product and ServiceDesk for the first ti...

Page 52: ...y click Check Names 9 If the test is successful click OK 10 Close the Computer Management page About installing Symantec Management Platform products ServiceDesk requires a completed installation and implementation of a Symantec Management Platform 7 0 product Such products include Client Management Suite and Server Management Suite See About the ServiceDesk installation on page 36 The Symantec In...

Page 53: ...ncident the technician can select the user s location and any related configuration items that the issue affects Technically you can use ServiceDesk without the CMDB data but doing so limits the amount of information that can be included in incidents For example if the CMDB does not contain equipment data the user cannot specify the affected equipment in the incident If you upgrade from a 6 x Alti...

Page 54: ... qualified domain name or common name of the computer on which the Symantec Management Platform and Notification Server are installed Notification Server computer name The domain name of the computer on which the Symantec Management Platform and Notification Server are installed Notification Server domain name The user name and password with which the ServiceDesk server computer can access the Not...

Page 55: ...ation Domain name of the Active Directory server computer Email domain name Your organization s email domain name such as domain com Credentials for Active Directory The user name and password of an account that can connect to the Active Directory and retrieve user information Active Directory information The name of the email server from which ServiceDesk receives inbound email Optional The name ...

Page 56: ...Planning to install ServiceDesk Information to collect for the ServiceDesk installation 56 ...

Page 57: ...esk application software on the ServiceDesk server computer Installing Workflow Designer on a client computer Installing an upgrade to the ServiceDesk application software Maintenance page Server Roles page Install Location page Server Configuration page Workflow Designer Tasks page Notification Server Credentials page Database Connection page Database Configuration page Database Replication page ...

Page 58: ...form Installation Guide which is available when you download the Symantec Management Platform product After you install the product it is also available from the Windows Start menu under Altiris SymantecInstallationManager SymantecManagement 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 t...

Page 59: ...n Server computer on page 58 The ServiceDesk server the SQL server and the ServiceDesk client computers are configured See Server requirements for the ServiceDesk installation on page 45 The information that you need for the installation is available See Information to collect for the ServiceDesk installation on page 54 Table 5 1 Process for installing the ServiceDesk application software Descript...

Page 60: ...includes the ServiceDesk installation file You use the same installation file to install both the 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 This task i...

Page 61: ...or the installation is available See Information to collect for the ServiceDesk installation on page 54 The ServiceDesk installation file is available on the ServiceDesk server computer See Downloading the ServiceDesk installation file on page 60 You can install Workflow Designer at the same time and on the same computer as ServiceDesk However Workflow Designer is typically installed on a client c...

Page 62: ...this option the saved settings appear on the ServiceDesk Setup wizard pages as you step through the installation See Server Roles page on page 70 When you complete this page click Next 6 If the IIS Restart Confirmation page appears click Next to restart IIS Internet Information Services This IIS restart is required if you are prompted to perform it Warning Any sessions that are currently running a...

Page 63: ...ge on page 77 System Accounts Access page Advanced Settings only Specify which accounts on your system are granted access to the Process Manager database These accounts are used to run queries on the database If you install ServiceDesk in a dual server environment and you grant the ASPNET account access to the Process Manager database the installation fails If this installation is for a dual serve...

Page 64: ... take one of the following actions Click Install If the settings are correct Click Back to back up through the setup wizard and change them If any of the settings are not correct 9 On the Installing page you can view the installation s status To see the installation status in detail click Details 10 When the installation finishes on the Installing page click Next to start the configuration segment...

Page 65: ... the installation Otherwise default settings are used Show Advanced Settings During Installation Optional Opens the Open dialog box in which you can select a saved settings file to use predefined installation settings Typically you use this settings file for support purposes or when you need to reinstall Workflow Solution If you select this option the saved settings appear on the ServiceDesk Setup...

Page 66: ...fy how to enable communications between the Process Manager database and the workflow details The workflow details include data such as task assignments and deadlines See Symbus ORM page on page 83 System Check page Review the results of the system checks that the ServiceDesk installation performs You can view descriptions of any warnings and failures and you can also save those descriptions to a ...

Page 67: ...es page During the upgrade the ServiceDesk Setup wizard displays the workflow projects that were updated for the new release You can select the projects to update If your organization modified any of the projects that are listed you have the following options Leave the project s check box unchecked and do not update your modified project Select the check box and overwrite your modified project wit...

Page 68: ...e corresponding projects that you have installed including any projects that your organization customized 6 On the Ready to Install page review all the installation settings and then take one of the following actions Click Install If the settings are correct Click Prev to back up through the wizard and change them You can change any of the existing settings except those that appear on the Server R...

Page 69: ...l any of the ServiceDesk databases The ability to uninstall ServiceDesk is available in ServiceDesk 7 0 MR1 or later See Uninstalling ServiceDesk from the ServiceDesk server computer on page 106 Uninstall Lets you import the installation settings from an XML settings file that was created during a previous installation When you select this option the Open dialog box opens in which you can select a...

Page 70: ...tem Accounts Access page on page 78 Process Manager Configuration See Process Manager Configuration page on page 78 Workflow Persistence See Workflow Persistence page on page 83 Symbus ORM See Symbus ORM page on page 83 This option does not apply to upgrades or uninstalls Show Advanced Settings During Installation Server Roles page This page lets you specify the items to include and the settings t...

Page 71: ...h of the core ServiceDesk processes to install as follows Incident Management Provides a process for submitting and resolving incidents Lets the users submit incidents and lets the Support workers respond to and resolve the incidents Change Management Standardizes the methods and procedures for handling changes in the organization to minimize the effect of those changes on service Problem Manageme...

Page 72: ...ions on the Install Location page Description Option Specifies where to install ServiceDesk or Workflow Designer You can leave the default or type a new folder name The default installation folders are as follows drive program files folder Altiris ServiceDesk7 drive program files folder Altiris Workflow Designer Install Location Determines whether shortcuts for ServiceDesk are installed on the Sta...

Page 73: ...te Lets you specify the IP address or the domain name of the ServiceDesk server computer If you type this information be sure that it is resolvable The base URL lets the server calculate the links that are used throughout ServiceDesk Base URL Runs the Task Tray Application when the installation finishes This application runs in the task tray and provides access to the shortcuts that let you admini...

Page 74: ...erviceDesk 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 Table 5 7 Options on the Notification Server Credentials page Description Option Lets you specify the name of the Notification Server computer If your organ...

Page 75: ... Source Lets you name the Process Manager database The default name is Ensemble Data Base Lets you specify the authentication method for ServiceDesk to connect to the Process Manager database The options are as follows Windows Integrated Security Lets you use a domain account which is the most common authentication method If you installed SQL Server on its own server you must select this option Du...

Page 76: ...ss Manager database Because ServiceDesk expands the Process Manager database you need to update the existing database The Process Manager database stores the Process Manager details such as groups users and permissions Table 5 9 Options on the Database Configuration page Description Option Read only This information is obtained from your entries on the Database Connection page It represents the co...

Page 77: ...se resides on the same SQL Server computer as the Process Manager database Data Source Lets you name the replication database The default name is EnsembleReplication Data Base Lets you specify the authentication method for ServiceDesk to connect to the replication database The options are as follows Windows Integrated Security Lets you use a domain account which is the most common authentication m...

Page 78: ...nical limitation of the ASPNET account causes the installation of ServiceDesk in a dual server environment to fail If you install ServiceDesk in a dual server environment be sure to uncheck the ASPNET check box Specify which accounts on your system should be granted access to database Lets you add the accounts that are specific to your environment either in addition to or instead of the default ac...

Page 79: ...he users who log on to the ServiceDesk portal This page appears during the ServiceDesk installation See Installing the ServiceDesk application software on the ServiceDesk server computer on page 61 Your organization can use native authentication or Active Directory AD authentication See About ServiceDesk authentication on page 143 Table 5 13 Options on the Process Manager Authentication page Descr...

Page 80: ...Desk See ServiceDesk Groups page on page 99 Active Directory authentication Lets you specify one or more Active Directory servers from which to import users and authenticate user credentials You can click Add to specify a server See Active Directory Server dialog box on page 80 Warning If you specify multiple AD servers and two AD administrators have the same email address the ServiceDesk installa...

Page 81: ...ly upon a new user s logon A new user who logs on to ServiceDesk is authenticated against the Process Manager database If the user does not have an account there and this check box is checked the user is authenticated against Active Directory If the user has an Active Directory account a mirror account is created in the Process Manager database Auto Create Users on Initial Login Lets you select th...

Page 82: ...ceDesk portal master settings Process Manager Active Directory Settings Lets you connect to a new Active Directory server or edit the settings for an existing one This page is accessed from the Admin menu See About managing Active Directory servers in ServiceDesk on page 176 AD Servers page Active Directory Container dialog box This dialog box lets you connect ServiceDesk with your entire Active D...

Page 83: ... options become available Workflow Persistence Lets you select the SQL server on which to store the workflow details These settings appear if you choose to use SQL Server based storage The options are as follows Use Process Manager Settings Uses the same SQL server as the Process Manager database We recommend that you select this option Custom Settings Lets you store the workflow details in a sepa...

Page 84: ... user interactions can work only if you store the process data For example ServiceDesk assigns tasks based on a stored task ID If you do not store that ID no one can retrieve the task details In rare advanced installations you might select this option to split the load on the server for scalability purposes No Setup Stores the process data Also uses the Process Manager settings to connect the Obje...

Page 85: ...e an XML file that contains all the settings that you used for the installation When you check this option you can specify the file location and name The default format is XML Typically you use this settings file for support purposes or when you need to reinstall ServiceDesk You specify the file on the Server Roles page and the saved settings appear on the wizard pages as you step through the inst...

Page 86: ...Installing ServiceDesk System Check page 86 ...

Page 87: ...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 Re running the ServiceDesk installation Setting up the replication database after the initial installation Uninstalling ServiceDesk from the ServiceDesk server computer 6 Chapte...

Page 88: ...ling sample data This task continues the installation of the ServiceDesk application software The configuration begins when the installation segment of the wizard finishes See Installing the ServiceDesk application software on the ServiceDesk server computer on page 61 This configuration is different from the configuration of the ServiceDesk portal See About configuring the ServiceDesk application...

Page 89: ...es before you decide to perform a custom installation instead You can back up to the Welcome page and click Clear Configuration to clear the existing configurations and start over Clear Configuration Lets you select the parts of ServiceDesk to install Custom Installation Installs all the ServiceDesk parts If you click this option skip to step 3 We recommend that you perform a full installation Ful...

Page 90: ...u can map the default groups in ServiceDesk to the existing groups in your Active Directory as follows Check From AD next to the group to map In the Group Name to Use column type or select the group from your Active Directory that corresponds to the ServiceDesk group Repeat this step for all the groups that you want to map Click Continue See ServiceDesk Groups page on page 99 Sample Data Configura...

Page 91: ...p Skip this phase of the installation and go to the next phase Skip Step 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 Retry 6 When the installation finishes on the Installation Summary page you can open the Serv...

Page 92: ...puter on which the file was created Load Configuration Lets you clear any configuration entries that you have entered For example you choose a full installation and progress through several configuration pages before you decide to perform a custom installation instead You can back up to the Welcome page and click Clear Configuration to clear the existing configurations and start over Clear Configu...

Page 93: ... levels of classification items to further identify the incidents The main categories and the additional classification items are referred to as the data hierarchy Hierarchy Categories Installs the predefined profiles Profiles let you categorize data by adding customizable fields which you can use for further sorting of data Process Profiles Installs the predefined actions which let users take act...

Page 94: ...to use for connecting to ServiceDesk You can select http or https from the drop down list and you can type the domain name The correct format is as follows https domain_name com FullyQualifiedDomain Name of Service Desk Server Lets you provide the name and the email address telephone number or other information for the individual or group who provides your ServiceDesk support A typical contact is ...

Page 95: ...ServiceDesk application software during installation on page 88 This page contains the following sections Contains the settings for the email that is sent from ServiceDesk For example the outbound settings are used to send email notifications of incident resolutions to users See About automatic email notifications on page 152 See Table 6 4 Outbound Mail Settings Contains the settings for monitorin...

Page 96: ...box monitoring tool which monitors a specific mailbox for the incidents that users submit to ServiceDesk by email When you check this check box the other options under this section become available Monitor External Mail Box Lets you type the name of the email server that the ServiceDesk Inbox monitoring tool monitors for incidents Use the following format mail domain_name com Server Address Lets y...

Page 97: ...n on page 88 Table 6 6 Options on the ITIL Process Configuration page Description Option Lets you choose whether to use the Symantec Configuration Management Database CMDB for asset management See About the Configuration Management Database CMDB on page 27 For more information about modifying a dataservice see the Workflow Solution Users Manual Use CMDB 7 Uses a first in first out queue for the ta...

Page 98: ...ge managers completion of the review ITIL standards recommend a 30 day waiting period If the change manager does not complete the review within the defined waiting period the verification task is closed automatically For more information see the topics about the post installation review in the ServiceDesk User Guide Days A support technician who works an incident can specify a primary contact for ...

Page 99: ...sk contains a set of predefined close codes that are ready to use Review them to ensure that they meet your needs If necessary you can delete or add to the default close codes See About incident close codes on page 170 Incident Close Codes ServiceDesk Groups page This page lets you map the default groups in ServiceDesk to the existing groups in your Active Directory It appears during the configura...

Page 100: ...ou install sample data to the ServiceDesk portal It appears during the configuration segment of the ServiceDesk Setup wizard The sample data consists of predefined users organizational units categories and process tickets You can use the data for testing training or evaluation purposes It is not intended for production use See Configuring the ServiceDesk application software during installation on...

Page 101: ... specify the file location and name The default file name is AutoConfiguration xml Typically you use this settings file for support purposes or when you need to reconfigure ServiceDesk You specify the file on the Welcome page and the saved settings appear on the wizard pages as you step through the configuration Save Settings Begins the installation of the ServiceDesk settings Install Installation...

Page 102: ...k Categories Closes the Installation Summary page Finished Re running the ServiceDesk installation In some situations you might need to re run the ServiceDesk Setup wizard You can safely re run the segments of the ServiceDesk Setup wizard as follows We recommend that you re run the installation only when you need to add advanced features to an existing installation For example you skipped the adva...

Page 103: ... on page 72 Database Replication page Advanced Settings only Specify whether to replicate the Process Manager database You can replicate the data for archiving purposes or for historical data reporting See Database Replication page on page 77 System Accounts Access page Advanced Settings only Specify which accounts on your system are granted access to the Process Manager database These accounts ar...

Page 104: ...ou entered and then take one of the following actions Click Install If the settings are correct Click Back to back up through the setup wizard and change them If any of the settings are not correct 7 On the Installing page you can view the installation s status To see the installation status in detail click Details 8 When the installation finishes on the Installing page take one of the following a...

Page 105: ...For example if a connection timeout occurs you can repeat the step and reconnect Retry 5 When the installation finishes on the Installation Summary page you can open the ServiceDesk portal or close the page See Installation Summary page on page 101 Setting up the replication database after the initial installation You can create a database that replicates certain data from the Process Manager data...

Page 106: ...Update Existing Database and then click Next 7 Advanced Settings only On the Database Replication page click Install Replication Database enter the configuration details and then click Next See Database Replication page on page 77 8 Step through the remaining pages of the wizard until you reach the Ready to Install page and then click Next to begin the installation 9 When the installation finishes...

Page 107: ...lation file double click the following shortcut Altiris ServiceDesk 2009 exe 2 On the License Agreement page review the license agreement and then click I Agree 3 On the Maintenance page click the Uninstall underlined text See Maintenance page on page 68 4 On the Uninstall Altiris ServiceDesk dialog box verify that the correct installation directory appears in Uninstalling from and then click Next...

Page 108: ...Configuring the initial ServiceDesk settings Uninstalling ServiceDesk from the ServiceDesk server computer 108 ...

Page 109: ... 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 The Screen Capture utility is available in several areas in the ServiceDesk portal For example a user can capture an error message and attach it to an incident Any process worker can attach an image to a chat session 7...

Page 110: ...liver the ScreenShot Utility software resource These methods offer additional options for managing the software on the client computers For more information see the topics about the methods for delivering software in the Software Management Solution Help To deliver and install the utility on multiple managed computers With a software delivery policy or task from the Symantec Management Console Whe...

Page 111: ...sand Tasks 2 In the left pane under JobsandTasks expand Software PackageDelivery 3 In the right pane double click ScreenShot Utility Installation 4 On the task page click either of the following Quick Run Lets you run the task on a single destination as soon as possible unless it must wait for a maintenance window New Schedule Lets you schedule the task to run at a specific time For more informati...

Page 112: ...out installing the Screen Capture utility on page 109 To download the Screen Capture Utility installation file 1 In the SymantecManagementConsole on the Settings menu click Settings All Settings 2 In the left pane click Service and Asset Management ServiceDesk ServiceDesk 3 On the ServiceDesk Solution Console page under Download ServiceDesk Installer click the Screen Capture Utility link 4 In the ...

Page 113: ...ServiceDesk incidents About working Helpdesk Solution incidents in ServiceDesk 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 databas...

Page 114: ...e KB articles are copied from Helpdesk Solution to ServiceDesk Knowledge base contents Several methods are available for linking to and copying the Helpdesk Solution data See Methods for migrating data from Helpdesk Solution on page 114 Methods for migrating data from Helpdesk Solution You can migrate the data from Helpdesk Solution 6 5 so that you can use it in ServiceDesk See About migrating dat...

Page 115: ...he migrated incidents The migration continues for some time after you finish the wizard depending on how many incidents you migrate See How Helpdesk Solution incident data corresponds to ServiceDesk incidents on page 117 See About working Helpdesk Solution incidents in ServiceDesk on page 118 Warning In most cases this migration should not be run more than once If you migrated incidents at the end...

Page 116: ...to Vendor When a support technician sets a Helpdesk Solution incident to that status the corresponding ServiceDesk incident is closed Until which close status es would you like to monitor the migrated incidents Type an email address for ServiceDesk to send an email to when the migration is complete Email address 7 On the Confirmation page click Submit 8 On the next page select one of the following...

Page 117: ... page 113 See Migrating incidents from Helpdesk Solution on page 115 Table 8 3 Helpdesk Solution incident data and corresponding ServiceDesk incident data Data in ServiceDesk 7 0 MR2 and later Data in Helpdesk Solution 6 x Contacts Assigned to Added to the task header Category History user comment Comments Open date Date Created Incident Description Description Related Items Equipment Primary cont...

Page 118: ... 117 The support technician works a migrated incident by opening its task in ServiceDesk When the incident reaches a specific status the copy of the incident in ServiceDesk is closed The statuses that trigger the closure are selected during the incident migration process Warning The Helpdesk Solution incidents remain on the Helpdesk Solution server and they are linked to the ServiceDesk incidents ...

Page 119: ...Categories 4 In the MigrateCategories wizard on the Welcome page enter the Notification Server computer credentials for the Helpdesk Solution whose data you want to migrate 5 Click Next 6 On the Choose Categories page select the categories to migrate and then click Migrate 7 When the migration finishes click Close 119 Migrating data from Altiris Helpdesk Solution Migrating categories from Helpdesk...

Page 120: ...Migrating data from Altiris Helpdesk Solution Migrating categories from Helpdesk Solution 120 ...

Page 121: ... 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 Managing the Active Directory connections in ServiceDesk 3 Section ...

Page 122: ...122 ...

Page 123: ...ncident 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 About the Service Level Agreement SLA time frames Default SLA time frames About business hours and holidays About Follow the Sun routing About replicating the Process Manager database...

Page 124: ...e ServiceDesk application software on page 124 See Configuring the ServiceDesk application software on page 125 Before you configure the ServiceDesk application software Before you begin to configure the ServiceDesk application software you must install it and perform additional setup tasks See Configuring the ServiceDesk application software on page 125 Table 9 1 Tasks to perform before you confi...

Page 125: ...ompliant settings it is ready to use as soon as you set up the ServiceDesk users However most organizations prefer to perform some level of customization to incorporate their specific procedures and processes See About configuring the ServiceDesk application software on page 124 Before you begin to configure the ServiceDesk application software verify that it is installed and that you have perform...

Page 126: ...ty that is assigned to the combination of the two values However most ServiceDesk implementations either use the default values or make only minor changes You can make these changes by editing SD GeneralIncidentSubmitForm in Workflow Designer Verify or edit the default impact urgency and priority values When an incident is closed the support technician must provide a close code to indicate the nat...

Page 127: ...ed forms are complete and ready to use immediately However you can customize any of the forms to meet your organization s established process requirements You can use Workflow Designer to customize the appearance and behavior of the forms in the ServiceDesk portal See About customizing forms on page 147 Examples of common form customizations are as follows Setting permissions for forms Editing the...

Page 128: ...en the originating office closes See About Follow the Sun routing on page 137 You set up the Follow the Sun routing by editing the SD FollowTheSun project in Workflow Designer Set up Follow the Sun routing In Incident Management incident templates are special incident forms containing predefined standard values for common issues Using templates speeds the entry of incidents and helps to standardiz...

Page 129: ...rcentage for Change Management Your organization might want to create a replication database to duplicate the data in the Process Manager database The replication database is created during or after the installation of the ServiceDesk application software See About replicating the Process Manager database on page 138 You can set up one or more schedules for synchronizing the data between the Proce...

Page 130: ...dents in the advanced incident form The incident category helps route the tickets to the appropriate incident technician or queue The category also helps sort incidents for reports 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 You can define up to 10 levels of...

Page 131: ...k and prevents the user from assigning a high priority to every incident The support technician who works the incident can change the urgency values and impact values as well as the calculated priority See How the incident priority is calculated on page 133 A support technician who uses the advanced incident form can specify the urgency impact and priority The priority is not calculated automatica...

Page 132: ...iffer between the standard incident form and the advanced incident form For the user s benefit the values that appear on the standard incident form are more descriptive Most ServiceDesk implementations either use the default values or make only minor changes See About the incident priority on page 131 Table 9 3 Default priority urgency and impact values Default values Setting Represents an assessm...

Page 133: ...ncident form only The default values are as follows Low Minor Normal High Urgent Emergency Priority How the incident priority is calculated When a user submits an incident the incident is assigned a priority based on the impact and the urgency that the user specified This automatic calculation eliminates guesswork and prevents the user from assigning a high priority to every incident On the Create...

Page 134: ...ement SLA is a contract between an organization and its service provider which sets the expectations and requirements for service delivery The SLA can be between an external customer and your customer support team or between your organization s employees and your IT department The SLA formally defines the agreed upon services priorities and responsibilities that are required to support the custome...

Page 135: ... time frame Internal time frame Each of these time frames contains the following time definitions The time that can elapse before a service is considered late Late time The time that elapses before the worker receives a warning about the remaining time that is allowed Warn time When a ticket s internal SLA level reaches its warn time an email is sent to the current assignee if any The ticket s sta...

Page 136: ...asic time frames are as follows The overall late time frame is six days with a warning at three days The Support I group has eight hours to respond with a warning at four hours The second level support and escalated levels each have eight hours to respond with a warning at four hours Basic The overall late time frame is two hours with a warning at one hour Emergency For more information about sett...

Page 137: ...corporated at the component level to allow or prevent certain actions from occurring based on established business hours For example you might need to consider weekends and holidays when establishing timeout and escalation rules Component within workflow projects only For more information about setting business hours see the ServiceDesk Customization Guide and the Workflow Solution User Guide Abou...

Page 138: ...f you did not do so during the installation See Database Replication page on page 77 You might not need to replicate data until after you have used ServiceDesk for some time If you did not configure the replication database during the initial ServiceDesk installation you can do so at any time thereafter See Setting up the replication database after the initial installation on page 105 After the re...

Page 139: ...on their own The self service items can reduce incident submissions and reduce the amount time that support workers spend resolving incidents During the incident submission process users can search the Service Catalog for any items that can help them solve the issue on their own A support technician can resolve an incident by suggesting a self serve item The customization of the Service Catalog re...

Page 140: ...Configuring the ServiceDesk application About the Service Catalog and service items 140 ...

Page 141: ...high level of security within the ServiceDesk portal through the use of users groups organizational units and permissions The ServiceDesk permissions control all the views and possible actions in the ServiceDesk portal For example permissions can grant or deny access to certain functions within ServiceDesk Permissions can grant the ability to create users and they can deny access to view and edit ...

Page 142: ...e permissions may grant access to certain functions within ServiceDesk such as the ability to create users Or permissions may grant or deny access to view and edit articles in the knowledge base Access to everything in ServiceDesk is controlled through permissions Permission A collection of users or groups An organizational unit is generally a very large group For example an organizational unit ma...

Page 143: ...method requires that you create user accounts in ServiceDesk Native authentication With Active Directory authentication a mixed mode authentication is used AD users are authenticated against Active Directory Any users who are not found in Active Directory are authenticated against the Process Manager database native authentication When Active Directory authentication is selected the AD users and g...

Page 144: ...e Directory synchronization on page 173 During the synchronization between ServiceDesk and Active Directory If a new user needs to access ServiceDesk between synchronizations you can add the user manually from Active Directory Manually This method is available only if the option AutoCreateUserson Initial Login is selected for the Active Directory server Users who are in Active Directory but have n...

Page 145: ... it to run the workflow processes and perform other ServiceDesk activities Examples of the tasks that users can perform in the ServiceDesk portal are as follows Administrators can configure settings for the appearance operation and management of the portal Users can create incidents and view knowledge sources such as the knowledge base Process workers can work on incidents create and work on ticke...

Page 146: ...perform a single action The pages that appear on the menu bar are subpages Whenever you log on to the ServiceDesk portal the portal opens to a specific page Initially your permissions determine which page opens However you can set a different page to open when you log on Menu bar A clickable segment of the menu bar Clicking a menu command opens a page or displays one or more menu subcommands Menu ...

Page 147: ...al 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 About customizing forms In the ServiceDesk portal a form is the screen or page that workers ...

Page 148: ...en a required field is not populated You can edit these error messages Change the confirmation pages that are presented to users Several process actions result in a confirmation message being sent to the user For example when a user submits an incident a Thank You page appears when a log on fails an error page appears You can change the contents of these pages Add data to a form For example you mi...

Page 149: ...nts and other information about its resolution If the resolution is satisfactory the user marks the incident as resolved When the incident resolution is verified the user can be asked to complete a Customer Satisfaction Survey to rate the service and the resolution You can customize the forms that control the Customer Satisfaction Survey Examples of how you might change the Customer Satisfaction S...

Page 150: ... appearance and fields of the Customer Satisfaction Survey by editing the SD CustomerServiceSurvey project in Workflow Designer For more information about customizing forms and editing the Customer Satisfaction Survey see the Workflow Solution User Guide and the ServiceDesk Customization Guide See About customizing forms on page 147 Customizing the ServiceDesk portal About the Customer Satisfactio...

Page 151: ...ns 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 events that occur within the process Accept new incidents or updates to current incidents through inbound email These email capabilities are predefined and ready to use However you can customize them as needed All the actions that a...

Page 152: ...box and other email settings are configured during the installation of the ServiceDesk application software If necessary you can change some of these settings on the portal Master Settings page See Mail Settings page on page 95 You can use the monitoring process as it is defined or you can customize it For example you can monitor multiple mailboxes define the email contents to be processed and cha...

Page 153: ...ications that result from the events that occur on specific items within the ServiceDesk portal For example the process notifications can be sent when a document or a knowledge base entry is added edited or deleted About the contents of email notifications ServiceDesk can send email notifications at various stages of the core processes based on one or more events that occur within the process See ...

Page 154: ...ze the default email messages by editing the Send Email component for the specific process in Workflow Designer In the Send Email component within a process For more information about configuring the content for email or editing processes and projects see the ServiceDesk Customization Guide or the Workflow Solution User Guide These automatic email notifications are different from the process notif...

Page 155: ...r project in Workflow Designer Examples of how you might customize the email monitoring process are as follows Configure the process to monitor multiple mailboxes Add or change the words or phrases in the subject line that trigger the creation of an incident Create an incident rule that defines the words or phrases in the message body that can populate values in the incident Use a notification rul...

Page 156: ...ormation about configuring email and customizing projects see the ServiceDesk Customization Guide and the Workflow Solution User Guide Customizing the email in ServiceDesk About configuring the email monitoring 156 ...

Page 157: ...h organization has specific requirements for providing documentation to their process workers and the users of the ServiceDesk portal Therefore the ServiceDesk documentation is not installed with the ServiceDesk application software We recommend that you download these guides and make them available to your users as needed To avoid the distribution of outdated documentation you must update the doc...

Page 158: ...it the Help link that appears at the lower left of the ServiceDesk portal window Set the link to target the location of the documentation files The default target for the Help link is the ServiceDesk ProductSupport page on the Symantec Web site See Configuring the Help link for ServiceDesk documentation on page 159 Add the documentation files to a document management category and add a category br...

Page 159: ...files 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 See Making the ServiceDesk documentation available to users on page 157 Caution To avoid the distribution of outdated documentation you must update the documentation files when updates ar...

Page 160: ... files when updates are available The documentation files are not installed with the software updates Table 13 2 Process for linking to the ServiceDesk documentation from a Links Web part Description Action Step If you downloaded the documentation files to a location that is not accessible to all the users move the files to an appropriate shared location Ensure that the documentation files are in ...

Page 161: ...so by adding a File Browser Web part in the ServiceDesk portal to display the folder that contains the documentation files The File Browser Web part displays a folder tree that starts with a parent folder that you specify The users can navigate to the child folder that contains the documentation You can set permissions on the portal page that you add the Web part to The permissions settings ensure...

Page 162: ...File Browser Web part cannot display any files in the parent folder Therefore do not specify the documentation folder as the parent Edit the Web part to specify the target folder Step 3 You can edit other attributes of the Web part as needed For example you might change the title of the Web part to Browse ServiceDesk Documentation The Title option is in the EditorZone pop up under the Appearance s...

Page 163: ...dd one or more documentation files to the category Step 3 If the category contains multiple documents for different types of users you can set permissions on the individual documents For example you can set permissions on the ServiceDesk Implementation Guide so that only administrators can view it We recommend that you do not allow anyone to edit the documentation files Optional Set permissions on...

Page 164: ...Distributing the ServiceDesk documentation Adding the ServiceDesk documentation to Document Management 164 ...

Page 165: ... 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 Only an administrator or other user who has the appropriate permissions can access this menu The Admin menu consists of all the options that are available on the Admin page in the ServiceDesk portal 14 Chapter ...

Page 166: ...perties to represent those values You can use the properties in multiple workflow components See About application properties on page 170 ApplicationProperties Data 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 impor...

Page 167: ...data When you set up a profile you set up the pieces of data that you want to see in different ServiceDesk items ServiceDesk items include articles schedules or documents For example if you work with mortgage applications you might want to know the property address assessed value and other information on the properties Setting up profile reference types lets you define the property specific data t...

Page 168: ...xample you can create a workflow project that you can upload as a plugin You can create a workflow for the Document Management process which requires users to go through several steps before a document is approved You can load that workflow project into the ServiceDesk portal as a plugin Plugin Upload Portal Lets you add new Web parts to the catalog and edit and delete existing Web parts Web Parts...

Page 169: ...s and remove users from groups List Organizations Lets you add edit and delete organizations add users and permissions to organizations and remove users from organizations Accounts Users Lets you view the current list of users in Active Directory and select users to update AD Users Users Lets you add and delete delegations for users Manage Delegations Users Lets you add and manage the Active Direc...

Page 170: ...mple you can link to a page in your organization s intranet from multiple ServiceDesk processes by defining an application property for the page s URL When you add that property to ServiceDesk forms the intranet link appears on the pages that result from those forms The Application Properties page is available on the Admin menu See Commands on the Admin menu on page 165 About incident close codes ...

Page 171: ...cation software You can use the default settings or you can edit them as necessary We recommend that you review the settings to familiarize yourself with them and then customize them for your organization Examples of the types of settings that you might change are as follows Settings under the Account Management section PasswordExpireMonths RegisterFaile mailaddress and SecurityQuestion 1 Settings...

Page 172: ...onships can be between users groups permissions or organizational units To create a user relationship type 1 In the ServiceDesk portal click Admin Data User Relationship Type 2 In the AddRelationshipType dialog box type the name for the relationship 3 In Relates To select the type of relationship The relationship can relate to users groups permissions or organizational units 4 Click Save Performin...

Page 173: ...uring synchronization the user and the group data from Active Directory updates the user and the group data that is in the Process Manager database The Process Manager database does not store AD passwords or other sensitive AD information See About ServiceDesk authentication on page 143 The communication between ServiceDesk and Active Directory occurs by means of LDAP queries against the Active Di...

Page 174: ...ain in the Active Directory are created again in ServiceDesk during the next synchronization To block ServiceDesk access to an Active Directory user you must delete the user from the Active Directory Deleting a user from within ServiceDesk When you delete a user from Active Directory the user is disabled in ServiceDesk but not deleted there To fully delete the user and all the associated informati...

Page 175: ... any time For example when you add a new AD server to ServiceDesk you can synchronize it immediately instead of waiting for the next automatic synchronization This process synchronizes either the entire Active Directory domain or the specific AD organization groups that were selected for the server You can run the full synchronization from the AD Servers page Manually run a full synchronization Yo...

Page 176: ...erver Test an Active Directory server connection Synchronize ServiceDesk with recent changes in Active Directory Perform a full synchronization between ServiceDesk and Active Directory Synchronize all the Active Directory servers that are connected to ServiceDesk View the status of a current synchronization Delete an Active Directory server If you need to change the authentication method or config...

Page 177: ...so 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 See About incident categories and the data hierarchy on page 130 Table A 1 Default categories for incidents Category level 3 Category level 2 Main category Operating System Migration Failure SW Delivery Failure Deploy...

Page 178: ...ok Hardware Keyboard Hardware Other Jammed Out of Toner Printer Hardware Drive Hardware Mouse Hardware Network Backup PC Personality Memory Disk Office Desktop Hardware Voice Mail Not Working Other Reset Voice Mail Pin No Dial Tone Phone Hardware Can t Sync Other Handheld Hardware Disk CPU or Blade Other Memory Server Hardware Default categories in ServiceDesk Default categories for incidents 178 ...

Page 179: ...blem analysis the problem analyst can select a classification for the problem Depending on the classification that the analyst selects additional levels of classifications might be available ServiceDesk contains predefined problem classifications which can be used immediately or edited to meet your organization s requirements Table A 2 Default classifications for problems Classification level 3 Cl...

Page 180: ...oftware Monitor Hardware Keyboard Hardware Memory Modem Machine Discovery Disk Docking Station Network Backup NIC Other Employee Fax Notebook Hardware Mouse Hardware Network Backup PC Personality Memory Disk Desktop Hardware Office Hardware Jammed Out of Toner Other Printer Hardware Disk CPU or Blade Other Memory Server Hardware Default categories in ServiceDesk Default classifications for problem...

Page 181: ...l Pin No Dial Tone Phone Hardware Can t Sync Other Handheld Hardware Drive Hardware Can t Browse Web Other Internet No Connection Can t Access Some Resources Other Network Access Email Use Handheld Other Recover Deleted Files View Email Attachment Install Printer Drivers Access the Web How To 181 Default categories in ServiceDesk Default classifications for problems ...

Page 182: ...Default categories in ServiceDesk Default classifications for problems 182 ...

Page 183: ...automatic escalation enabling 99 B business hours about 136 business hours continued setting 128 C CAB approval percentage changing 129 category incident See incident category migrating from Helpdesk Solution 118 problem See problem category CI See configuration item classification of incidents See incident category classification of problems defaults 179 client computers requirements 51 close cod...

Page 184: ...stallation settings 96 email notifications automatic 152 contents 153 enabling 99 process driven 152 Ensemble database See Process Manager database EnsembleAnalysis See analysis database EnsembleReplication database See replication database error log for installation 85 escalation automatic See automatic escalation F Follow the Sun routing about 137 setting 128 force primary contact 98 form custom...

Page 185: ...orkflow Designer 64 Workflow Designer upgrade 67 installation file screen capture utility 112 ServiceDesk application software 60 installation settings file saving 85 using 62 69 ITIL about 24 process configuration 97 K knowledge base item migrating from Helpdesk Solution 114 L licensing for ServiceDesk 29 lists profiles 166 log of warnings and errors 85 M mail settings 95 manage delegations 169 m...

Page 186: ...R re run installation 102 relationship type about 167 creating 172 Release Notes 19 remote control through RDP 130 replication database 138 See also Process Manager database about 138 configuration 77 creation 77 setting up 105 reporting database See analysis database round robin routing settings 97 routing incidents Follow the Sun 137 rule customization 127 S sample data installation 100 screen c...

Page 187: ...out 31 accessing console page 32 installing 58 settings file configuration 92 101 installation 62 69 85 SIM See Symantec Installation Manager SLA See Service Level Agreement SLA SQL server configuration options 49 requirements 48 Symantec Installation Manager 52 Symantec Management Platform 46 Symantec Management Platform products installation 52 Symbus Object Relational Mapper See Symbus ORM Symb...

Page 188: ...ng 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 Index 188 ...

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