Symantec® ServiceDesk Customization Guide 7.0
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Skip Holidays
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Business Time Span Config Usage
Using “Allow End Time To Fall Outside Business Hours” establishes that a process can
auto-escalate or timeout between workdays even if the critical time threshold is reached
outside of normal business hours (i.e. for most businesses this effectively means that an
activity can escalate or timeout overnight). “Skip Weekends” and “Skip Holidays”
ensures that only business days are counted in the escalation/timeout process.
Finally, the drop-down box labeled "Business Time Span Config Usage:" is used to
specify whether the component should look to the global business hour settings, the
project settings, or the custom settings on this component itself.
Set Up “Follow the Sun”
The SD.FollowTheSun project is where groups to assign to an incident are defined when
the incident is marked to “follow the sun.” In the primary model of this project, it is
necessary to:
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Verify/change the default time of day evaluation (set in increments of six hours by
default)
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Establish location names that would cause an incident to move for each time range
(edit the “Build List of Locations to Move” Add New Data Element components)
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Establish group assignment for each location (edit the “Build List of New Group
Assignments” Add Items to Collection components)
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Verify/change the value of the “Set New Task Duration in Hours” Add New Data
Element component (default value is six hours)
Each of these items to configure is pointed out within the model.
Change the Frequency of the Customer Service Satisfaction
Survey
In Service Desk, a task is assigned to the customer after his/her incident is resolved.
He/she has the option to either reopen the issue or resolve it.
On picking the “Issue Resolved” path in the Confirm Incident Resolved form, the process
hits the Random Rule component.
By default, this Random Rule component is set to 100, meaning the customer
satisfaction survey is sent after every incident is confirmed as resolved by an end-user.
Service Desk may not always want to send a survey to a customer every time his/her
ticket is resolved. Any process that sends out a survey form to the customer can be
modified in such a way that it sends out surveys only for a particular percentage of time.
For example, a process can be set up to send surveys for 30% of the time. This means
that out of the 10 tickets resolved, only 3 customers (assuming the 10 tickets are
submitted by 10 different customers) get the survey. The random rule would be set to
30 in this case.
To disable the survey entirely, set the Random Rule to zero, or disable the Random Rule
component and set its execution outcome to “false.”
