Symantec® ServiceDesk Customization Guide 7.0
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Add to the Service Catalog
Incident Management is intended for break/fix-type of issues. The Service Catalog is
intended for handling process, such as HR onboarding, password reset, equipment
requests, things of that nature.
The Service Catalog is an important tool in ServiceDesk, in that it provides means to
end-users to help themselves, therefore reducing the load on IT. The processes added
perform consistently and can be reported against using the built-in reporting capability
in ServiceDesk.
Adding to the Service Catalog requires the new process be built in Symantec Workflow,
then added to the “menu” found in the ServiceCatalogCategoryInfo integration library.
Examples of process you can build are:
z
An automated software request and approval process, where the end-user selects
the software needed, then the process does automatic checking of licenses,
automatic approval, and the final result is software is delivered and installed without
IT personnel involvement
z
A reset password process that automatically goes into Active Directory and updates
that user’s information
To add a process to the Service Catalog
1. Create the process in Symantec Workflow, and when tested and ready to publish,
choose the option to Publish to Process Manager Forms, or Publish to Process
Manager Services, depending on the type of project.
2. Select the catalog location and deploy. During deployment, set the permissions for
the process from the Permissions tab. You can also set permissions for the service
catalog process in the portal from the Admin tab > Service Catalog Settings. Select
the Service Catalog item for which you want to set permissions, and select the Edit
Form icon. Add users/groups from the Permissions tab accordingly.
Define New Reports
Several predefined reports that present useful information right out of the box.
However, the administrator can modify these reports or create entirely new reports in
from the Reports tab in ServiceDesk. See the ServiceDesk User’s Guide for more
information.
Reports are also used to filter the task list for a user.
Create a Standard Report
This example will create a standard report that lists all resolved incidents by the
Respond Type. Additionally, it will show the primary contact, phone number, email,
priority, and description of the incident.
To create a new report based off an existing report
1. Go to the Reports tab and select Incident Management from the Report Categories.
2. Select the plus icon and select Add Standard Report.
3. Add a name to your report: List Resolved Incidents by Respond Type.
