Symantec® ServiceDesk Customization Guide 7.0
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Users with customization permission can further modify their pages. This is discussed
further in the section
Add & Customize Pages
(page 49), and in the ServiceDesk User’s
Guide.
Customize Form Appearance & Content
In ServiceDesk, the “feeder” screens used to submit data and the pages used to work
incidents are built using various form components in Symantec Workflow. Therefore
when this document talks about “forms,” understand that in terms of ServiceDesk, this
means the dialog boxes that appear for entering or working with data that “feed” into
the database.
Forms in Symantec Workflow are created using the Form Builder components, often
housed within a Dialog Workflow component.
Forms in ServiceDesk are intelligent and enforce validation rules that often had to be
manually configured in Help Desk 6.5. These forms enforce required data, enforce the
field data type, and can have custom validation set up to further improve the integrity of
the data before it is submitted.
In this section, customizing a form entails:
z
Setting its appearance using a theme and template,
z
Determining the wording on the form,
z
Setting the desired closing messages,
z
Setting the desired error messages,
z
Adding data (additional fields) to forms.
The following sections offer examples to give you ideas of how you can do basic form
changes throughout ServiceDesk 7.
Change the Theme and Template for a Form
Themes in Symantec Workflow dictate component control styles (like font attributes),
dialog box (form) size, border width and style, and background images. Templates in
Symantec Workflow dictate more general features, such as components for pieces of
data you want standard across the process (for example, the ticket header information
in Incident Management), and the Incident Management logo.
You can modify form appearance by selecting from a range of theme and template
styles provided, or create your own.
Note that if you modify a theme or template that came with ServiceDesk, the changes
impact all forms that use that theme or template. If a new theme or template is created,
it is necessary to manually apply the theme or template to its respective form.
These instructions explain working with themes and templates using the customer
service satisfaction survey as an example.
To change the theme and template of the customer service satisfaction
survey
1. In Symantec Workflow, open the SD.CustomerServiceSurvey project.
2. Double-click the “Customer Service Survey Main Form” Form Builder component.
This opens the Web Form Editor.
