Symantec® ServiceDesk Customization Guide 7.0
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not be removed, rather it retains the old category, and therefore would be left out of
reporting and search results if only the new category is used.
Note About Imported Categories
Imported incidents maintain the categorization originally assigned. Imported categories
are available for incidents going forward. Imported categories do not map to the default
categories in ServiceDesk 7 and therefore some cleanup may be required (i.e., removing
categories that seem redundant or not needed).
Verify Default Priority, Impact, and Urgency Values
The Priority, Urgency, and Impact fields of incidents can help you manage Service Level
Agreements and comply with the concepts of ITIL service management.
The Priority and Urgency fields indicate how quickly an issue should be resolved. The
Impact field indicates how broad an issue is. Impact could be low if just one person is
affected, or it could be high if the whole organization is affected.
ServiceDesk 7 ships with the following values for these fields:
z
Default priority values: Emergency, urgent, high, normal, minor, low.
z
Default urgency values (on the incident submit form shown to end-users): No
Immediate Urgency, Preventing Some Non-Urgent Work, Blocking Critical Business.
z
Default impact values (on the incident submit form shown to end users): Single
User, Entire Team or Group, Entire Department, Unsure.
z
Default urgency values (to technicians): Core business service, Support service, and
Non-urgent services.
z
Default impact values (to technicians): Department/LOB/Branch, Small group or
VIP, and single user.
Note:
You can change the values, however doing so requires caution and a good
understanding of the Symantec Workflow software.
The instructions below focus on impact and urgency additions to Incident Management;
if you decide to make priority, impact, and/or urgency changes truly global, so they also
apply to Change Management and/or Problem Management, you will need to make
many more updates than what is instructed below.
Changing the priority values is likely the most challenging edit, as "emergency, urgent,
high, normal," and "low" are hard-coded throughout the Symantec Workflow projects for
ServiceDesk, moreso than impact and urgency values. Change priority values only when
absolutely necessary.
This example will add "Financial Group" as a new impact, and "No Internet Access" as a
new urgency value. (Please note that “Financial Group” is not a group of users in
ServiceDesk, rather a group of employees in a company used as an example.)
First, we will add these values to the form that the end-user uses to submit an incident.
Use this example as a model when editing urgency, impact, and priority.
To add new impact and urgency values
1. The technician urgency, impact, and priority values are set as application
properties, under Admin > Data > Application Properties. Log in to ServiceDesk as
the administrator, and go to Admin > Data > Application Properties.
