Symantec® ServiceDesk Customization Guide 7.0
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2. Click on ServiceDeskSettings, in the list of application properties.
3. Click on the Actions button (orange lightning bolt) and select Edit Values.
4. Scroll down to the Urgency, Impact, and Priority category.
5. To add “Financial Group,” click on the Add button for Impact.
Type “Financial Group” and click on Add. Click on Save.
6. To add “No Internet Access,” click on the Add button for Urgency.
Type “No Internet Access” and click on Add. Click on Save.
7. Scroll down to the bottom of the Edit Instance window and click on Save.
Next, it is necessary to update the forms that contain impact and urgency, and then the
decisioning made by the process to calculate the corresponding priority.
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If no changes to processes are made, any new urgency value will be treated as a
“No Match” in the decision table, and the impact value will equal “Non-Urgent
Services.”
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If you add a new priority value to the application properties, but don’t add that
priority value to the decisioning that calculates priority, Incident Management
automatically sets the priority to “normal” even if the form selection was the new
priority.
To add new impact and urgency values to the end-user Submit
Incident form and the decision table that calculates priority
1. Open the SD.Feeder.GeneralIncidentSubmitForm project.
2. In the Primary model, open the Create New Incident Form Builder component.
3. The lower left section of the form contains the Radio Button List components for
impact and urgency. Double-click on the radio button component under "Urgency of
this need or issue."
In the Items list, add "No Internet Access."
4. Double-click on the radio button component under "Who is Affected?"
In the Items list, add "Financial Group." (It will be necessary to expand the size
of the Radio Button component box to see the new entry in the form.)
5. Click OK to close the form.
6. Next, double-click the "Show Incident Information, such as Urgency, Impact, User,
Needed by Date" Embedded Model component.
7. Open the Set Impact Decision Tree component.
Click on Next.
Click on Add, and type "Financial Group." This will create the respective entry
under the Matches Rule.
Click on "Financial Group" under the Matches Rule and in the Urgency field on
the right, type "Financial Group."
