Symantec SERVICEDESK 7.0 MR2, Implementation Manual

Page: 127 / 188

Table 9-2
Configurations for the ServiceDesk application software (continued)
Description Action
You can customize the appearance of the ServiceDesk portal in the following ways:
■
Customize the general appearance by adding a company logo and selecting a
theme, menu style, and other appearance-related features.
You can perform this customization in the ServiceDesk portal, in the
Customization section of the portal master settings.
■
Customize individual portal pages for the entire organization or for users, groups,
or organizational groups, or permission groups.
Administrators have permission to customize portal pages and to grant
customization permissions to other ServiceDesk users.
See “About customizing the contents of ServiceDesk portal pages” on page 147.
Customize the appearance of
the ServiceDesk portal.
In the ServiceDesk portal, a form is the screen or page that users and workers interact
with during a process. 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.
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 Customer Satisfaction Survey to change the frequency with which it
is sent and the data that it collects.
See “About the Customer Satisfaction Survey” on page 149.
Customize the appearance
and content of forms.
Routing rules determine the users or groups that new ServiceDesk incidents are
assigned to. The rules also determine how incidents are escalated. ServiceDesk
contains predefined routing rules and other settings that are ready to use, but you
can customize them to meet your organization’s requirements. Most organizations
perform some level of customization.
You can customize the routing rules by editing the SD.RoutingRules project in
Workflow Designer.
Establish rules for routing
incidents.
127 Configuring the ServiceDesk application
Configuring the ServiceDesk application software