Symantec® ServiceDesk Customization Guide 7.0
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Project Differential Tool
NOTE:
This tool is not yet available in the released version of Symantec Workflow, but should
be available in the future.
The Workflow Differential tool takes a baseline project and a secondary project and
compares the two, identifying the differences. Use this tool as a first step to identify
changes when troubleshooting a project.
The first project selected in the tool is the project to which a second project is
compared. Any changes to the following in the second project are identified:
z
the libraries the projects utilize,
z
Project properties,
z
Project resources,
z
Project models,
z
Components’ settings or names.
To open the Project Differential tool in Workflow Solution 7, from the Projects list, select
Advanced > Compare Projects. Follow the prompts to select the baseline and secondary
projects. If desired, use the import feature to select which changes you want to import
into the destination model.
Basic ServiceDesk 7 Customization
Editing the Core ITIL Processes
When you open the core ITIL projects from packages, (for example,
SD.IncidentManagement, SD.ChangeManagement, etc.), the process name by default is
the file name of the package.
IT IS NECESSARY TO ADD A SPACE in between “IncidentManagement,”
“ChangeManagement,” etc., within the name of the project being unpacked. If you do
not add a space, and simply accept the default process name, then you would see two
entries for incident management in ServiceDesk, "SD.Incident Management" and
"SD.IncidentManagement." (The name of the process shows on the “My Task List” tab,
for example.)
Verify Users, Groups, and Organizations
ServiceDesk 7 should automatically read users, groups, and organizations from the
Active Directory domain if one was specified during the installation. Log in to
ServiceDesk 7 as the administrative user and go to Admin > Users > Accounts >
Manage Users page and take a look at the information to see if it appears correct and
complete. Administer users, groups, and organizations as needed. Symantec
recommends using groups as the primary way of maintaining permissions.
ServiceDesk 7 comes with default groups to which you can add users. (During
installation it is possible to map existing AD groups to these default groups.) The groups
and associated permissions are defined in the ServiceDesk 7 User Guide.
