Symantec SERVICEDESK 7.0 MR2, Implementation Manual

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Table 6-2
Options on the Installation Components page (continued)
Description Option
Installs the predefined service items, which can be used to initiate all the ServiceDesk
processes.
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. For example, the default service items are used to submit an
incident, submit a knowledge base request, and create a problem ticket.
Service Catalog
ServiceDesk Settings page
This page lets you configure the settings for connecting to and communicating
with ServiceDesk. It appears during the configuration segment of the ServiceDesk
Setup wizard.
See “Configuring the ServiceDesk application software during installation”
on page 88.
Table 6-3
Options on the ServiceDesk Settings page
Description Option
Lets you specify the domain name 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
Fully Qualified Domain
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 the
network administrator. However, you can specify any other
individual or group.
This information is for display purposes only. It appears in any
error messages that appear in ServiceDesk.
Error Contact Name
Error Contact Info
Causes ServiceDesk to track the entire time that a ticket is open,
whether or not anyone actively works on it. If you uncheck this
check box, ServiceDesk tracks only the amount of time that
someone works on a process ticket in the ServiceDesk portal.
The process time is used for reporting purposes.
For more information, see the topics about ticket process time
in the ServiceDesk User Guide.
Track Process Time &
Action Time
Configuring the initial ServiceDesk settings
ServiceDesk Settings page
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