Symantec® ServiceDesk Customization Guide 7.0
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2. Update each mail component to reflect the additional inbox/mail server.
3. Publish the new process, but rename the virtual directory. For example,
SD.Email.Monitoring.Server2.
Modify the Timespan for End-Users to Confirm Incident
Resolution
By default, end-users are given two days to provide confirmation of incident resolution;
“confirmation” means either answering that the incident is resolved satisfactorily, or
reopening the incident. The incident will remain at 90% complete, and therefore open,
until it is resolved with end-user satisfaction. The two-day duration can be modified.
To modify the timespan for incident resolution
1. Open the SD.IncidentManagement project in Symantec Workflow. Please see
Editing
the Core ITIL Processes
(page 18) if this is the first time opening Incident
Management from its package; there is an important, required step regarding
unpacking.
2. In the Projects list on the left, click on the Customer Confirm Resolution model.
3. Double-click the “Have Customer Confirm Resolution” Dialog Workflow component
to edit it.
4. Click on the Even Configuration tab, and scroll to the Timeout Configuration section
at the bottom.
5. Click the ellipse next to Timeout Time Span.
6. Change the value from two days to the desired duration.
Establish Change Management Groups
If Change Management is to be used, the user groups associated with it, such as the
CAB, need to be defined in ServiceDesk. Modify the default groups to include the
appropriate individuals responsible for handling change. This is done from the Admin
tab, under > Users > Accounts > List Groups. Create change groups as needed and add
the respective users. Be sure to name the groups prefixed with “Change-“ otherwise the
change templates cannot pull in that group. For example, “Change Team-Nofolk.”
NOTE: If the new groups do not show up in the respective form in ServiceDesk, restart
IIS.
Change Risk Assessment Participation for Change Management
By default, 100% of participants at each step in the ITIL change type must approve/
participate in order for a change to occur. You can modify this so that a change proceeds
after just one person approves, after a specific user name approves, or after a majority
approves. This example shows how to modify the process so it proceeds after one
member of the CAB provides risk assessment.
To modify the risk assessment task so when one risk assessor
completes the task, the Change process moves forward
1. Open the SD.ChangeManagement project.
2. Go to the Risk Assessment model.
