Symantec® ServiceDesk Customization Guide 7.0
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To generate a web service for a report
1. From the Reports tab, select Edit Report Definition from the Actions menu for the
particular report.
2. At the top of the Designer screen, click on Web Services.
3. Check the “Enable for Programmatic Access” checkbox, and populate the web
service information fields.
4. Click on Generate.
Replicating ServiceDesk Data
The replication schedule tells ServiceDesk how often to either move or copy certain data
to either a file or a database. You can set up as many schedules as needed to handle
data. You can set up replication at any time (does not have to be upon initial
implementation of ServiceDesk).
To set up data replication
1. In ServiceDesk, go to Admin > Reports > Replication Schedule List.
2. Click the Add New Replication Schedule icon.
3. Set up the schedule as desired.
Create a New Schedule
Schedules are used to record various ServiceDesk activities (primarily scheduled
releases and scheduled changes). The core processes for Change Management and
Release Management directly update the schedule/calendar visible under Knowledge
Base > Schedules.
It is possible for an administrator to create a new schedule and allow users to add
entries to track events entirely separate from the default schedule. You can also call the
new schedule directly from a process.
To create a new schedule
1. In ServiceDesk, go to the Knowledge Base > Schedules page.
2. In the Schedule pane on the left, click on the Add Schedule icon (it will not appear
unless the user has permission).
3. Enter a name for the new schedule, and if desired, select a color for scheduled
items. For example, “Training Class Schedule.”
4. Select Permissions > Add Permissions to set the criteria for schedule accessibility.
5. Click on Save. The new schedule appears in the Schedules pane.
6. Select the checkboxes for the schedules you wish to make visible in the calendar.
To call the schedule from a process and add an entry
1. You can add entries to any schedule from within a process using the
AddScheduleEntry component. Open a ServiceDesk project in Symantec Workflow
through which an entry to the schedule can be justifiably created. For example, a
smart task that accesses a form to sign up users for training. The form UI feeds the
