Symantec SERVICEDESK 7.0 MR2, Implementation Manual

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Table 14-1
Commands on the Admin menu (continued)
Description Subcommand Command
Lets you add, edit, and delete user relationship types.
User relationship types define the relationships that users can have
to other users and to groups. User relationship types can reflect that
one user is the manager of another, or that a user is a member of a
group.
You can base incident assignment on relationships. For example, an
incident is assigned to the support group. If the incident is not resolved
after two days, it is assigned to the most senior person in that group.
The assignment process only needs to know of the relationship to use
for assignment, not the specific users. Therefore, if the most senior
support worker changes, the assignments follows automatically.
User Relationship Type Data
Lets you add or edit a profile reference type.
This option is available only if Workflow Solution is installed. You
might want to call support for assistance if you plan to change or add
profile reference types.
Profiles let you define 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 that you want to see.
Profile Reference Type Data
Lets you add, edit, and delete process type actions and add actions to
process types.
Sending an email is a common example of an action that you may
want to include in multiple processes. When you create process type
actions, ServiceDesk sees x process type running, and adds y action
as an option whenever x process is running. Creating process type
actions adds an action in multiple places, without having to add the
action to each individual workflow.
Process Type Actions Data
Lets you configure the master settings for the ServiceDesk portal,
which determine the behavior of the ServiceDesk application software
and portal.
See “About the ServiceDesk portal master settings” on page 171.
Master Settings Portal
167 Performing administrative tasks
Commands on the Admin menu