Symantec® ServiceDesk Customization Guide 7.0
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If native authentication is to be used solely, without Active Directory, it is necessary to
add users manually to each respective group.
If you create a new group in ServiceDesk, it is necessary to manually add that group to
the application properties in ServiceDesk in order for that group to show up as available
data in Symantec Workflow. This step is what makes the new group show up in the
profile properties list in Symantec Workflow. (Note: the term “application” is
synonymous with “profile” properties in Symantec Workflow.)
To add a new group to the application properties:
1. Create the new group from Admin > Users > List Groups.
2. From the Admin tab, go to Data > Application Properties.
3. Click on the Actions button (orange lightning bolt) for ServiceDeskSettings and
select Edit Profile Definition.
4. Click on Next.
5. Scroll down and click on Add Definition Value.
6. In the Name field, enter the name of the new group. For example,
“GroupSupportIII.”
7. Enter “User Groups” as the category.
8. Leave the data type as text. In the Default Value field, enter
“SD.IncidentManagement.”
9. Click on Save.
10. Click on Finish.
11. If the new category does not appear in Symantec Workflow (for example, when
browsing the profile properties in SD.IncidentManagement), try restarting IIS and
reloading the Symantec Workflow project.
Set Up Incident Categories (Classifications)
A good category system is key to building a smoothly running ServiceDesk 7 system.
Some of the more useful ServiceDesk 7 reports are sorted by category to help you see
what types of issues are most common and what trends are occurring in your
environment.
ServiceDesk 7 ships with a list of suggested categories found under Admin > Data >
Hierarchy Data Service. (These are the same default categories used in Altiris HelpDesk
6.5.) Change the list as much as you want. Up to 10 category levels can be used. You
can also import categories used in Help Desk 6.5 during installation or afterwards, from
the Service Catalog.
Remember that the more complex you make the category system, the harder it might
be for ServiceDesk 7 workers to correctly categorize incidents. If workers don’t
categorize incidents correctly, then steps in your processes may be skipped, or the
wrong steps processed, or an incident could be routed incorrectly, for example. (The
ramifications will depend on the customizations you set up surrounding categorization.
Out of the box, categories are simply pieces of information assigned to an incident and
no affect is made to workflow.)
Remember that best practice is to not delete a category once you start using it because
there is the possibility that an incident is assigned to that category. The incident would
