Symantec® ServiceDesk Customization Guide 7.0
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To configure the Random Rule component
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. Select the Interaction Setup tab.
5. Double-click the Random Rule component that follows the “Confirm Incident
Resolved” Form Builder component.
6. Click on the ellipse in front of True Percentage. Type the desired constant value. Or,
instead of using a constant value for the True Percentage variable, you can use
process variables or a dynamic model.
You can use different rules in your process for sending out the customer survey in place
of the Random Rule component as desired. For example, if the incident is of a certain
type or priority, then always send the survey. You could set up this type of rule using
Matches Rule or a Decision Table component.
Define Quick Incident Templates
A ServiceDesk 7 feature that speeds up the processing of incidents is Quick Incident
Templates. Quick Incidents templates are pre-populated incident submission templates
that have pre-defined, standard values for common issues. For example, server reboots
or password resets are frequently requested in most organizations, and there are many
values in these incidents that are set the same way every time. Instead of the
ServiceDesk 7 worker setting all of these values manually every time a password is
reset, the worker can select a Quick Incident Template for password reset and all of the
fields in the incident will be set to the proper values. Set up as many different quick
incidents as you need, and they can be modified at any time based upon the changes
that occur within your environment.
Quick Incident Templates can be specific to a user, group, or organization, or shared
globally. End-users do not use quick incident templates, rather technicians through the
“Advanced” incident submission process.
You can also create quick incident for sub-tasks.
To create a quick incident template
1. In ServiceDesk, from the Service Catalog, select “Submit Incident (Advanced).”
2. Populate the form with the information that will be standard and give it a name and
description.
3. Click the Save As Template button.
4. Enter the template name, then decide if it’s user-specific or to be shared. If it’s
shared, set the appropriate permissions. The next time an incident is created using
the “Advanced” form, it is possible for the user(s) with permission to select the
template from the “Select Template” drop-down menu.
