Symantec SERVICEDESK 7.0 MR2, Implementation Manual

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Follow the Sun routing is defined in Workflow Designer in the SD.FollowTheSun
project.
For more information about setting up Follow the Sun routing, see the ServiceDesk
Customization Guide and the Workflow Solution User Guide.
About replicating the Process Manager database
You can create a database that replicates certain data from the Process Manager
database. You can either copy or move the original data to the replication database
or to a file. For example, you can copy data to the replication database for data
mining, which might otherwise affect the performance of the Process Manager
database. You can move old and unneeded data to purge it from the Process
Manager database.
The default name for the actual database is EnsembleReplication. It typically
resides on the same SQL Server computer as the Process Manager database.
The ServiceDesk Setup wizard creates and configures the replication database
if you complete the Database Replication page. This page is part of the
installation’s advanced settings. You can configure the replication database after
the initial ServiceDesk installation if 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 replication database is created, you configure one or more replication
schedules that specify the data to replicate and when to replicate it.
About the Service Catalog and service items
The Service Catalog is a Web part that appears on several ServiceDesk portal
pages and that lets users select service items. A service item automates the routine
actions that are performed in ServiceDesk. Service items are available for both
process workers and users.
The service items are organized in categories, which appear in a tree view in the
Service Catalog. You can control the use of the service items by setting permissions
on a category or on individual items.
The Service Catalog contains many predefined service items, which can be used
to initiate all the ServiceDesk processes. For example, the default service items
Configuring the ServiceDesk application
About replicating the Process Manager database
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