Configure the settings for email communications to and from ServiceDesk.
See
“Mail Settings page”
on page 95.
■
ITIL Process Configuration page
Select the options to configure certain features of the core ITIL processes.
See
“ITIL Process Configuration page”
on page 97.
■
Incident Management Configuration page
Select the options to configure the settings for the Incident Management
process.
These settings determine the automatic escalation of incidents and the
sending of email notifications upon the occurrence of certain
incident-related events.
See
“Incident Management Configuration page”
on page 98.
■
ServiceDesk Groups page
This page appears only if you chose the Active Directory authentication
method in the ServiceDesk Setup wizard.
You 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 Configuration page
(Optional) To install sample data, select the following options:
Check this check box to install sample data that consists
of predefined users, organizational units, categories, and
process tickets. You can use these users for testing,
training, or evaluation purposes.
Install Sample Data
Type your organization’s domain name. Do not include
the @ character.
Domain Name
See
“Sample Data Configuration page”
on page 100.
Configuring the initial ServiceDesk settings
Configuring the ServiceDesk application software during installation
90
Summary of Contents for SERVICEDESK 7.0 MR2
Page 1: ...Symantec ServiceDesk Implementation Guide Version 7 0 MR2 ...
Page 6: ......
Page 12: ...Contents 12 ...
Page 14: ...14 ...
Page 22: ...Introducing ServiceDesk Where to get more information 22 ...
Page 30: ...Understanding ServiceDesk concepts About ServiceDesk licenses 30 ...
Page 34: ...34 ...
Page 56: ...Planning to install ServiceDesk Information to collect for the ServiceDesk installation 56 ...
Page 86: ...Installing ServiceDesk System Check page 86 ...
Page 120: ...Migrating data from Altiris Helpdesk Solution Migrating categories from Helpdesk Solution 120 ...
Page 122: ...122 ...
Page 140: ...Configuring the ServiceDesk application About the Service Catalog and service items 140 ...
Page 182: ...Default categories in ServiceDesk Default classifications for problems 182 ...