Symantec™ ServiceDesk 7.1 SP2 User Guide

Article:DOC4836  |  Created: 2011-10-20  |  Updated: 2012-03-09  |  Article URL http://www.symantec.com/docs/DOC4836
Article Type
Documentation


Description



 Symantec™ ServiceDesk 7.1 SP2 User Guide
  • 1. Introducing ServiceDesk
  • 2. Understanding ServiceDesk concepts
  • 3. Introducing ServiceDesk solution software
  • 4. Introducing the ServiceDesk portal
  • 5. Managing portal pages
  • 6. Customizing the contents of ServiceDesk portal pages
  • 7. Working in the Process View
  • 8. Performing common actions in the ServiceDesk portal
  • 9. Introducing Incident Management
  • 10. Submitting incidents (user method)
  • 11. Submitting incidents (technician method)
  • 12. Creating incidents from user emails
  • 13. Resolving incidents
  • 14. Creating incident subtasks
  • 15. Routing and escalating incidents
  • 16. Introducing Change Management
  • 17. Submitting change requests
  • 18. Scheduling and planning changes
  • 19. Approving and implementing changes
  • 20. Managing problems
  • 21. Performing common ticket actions
  • 22. Assigning and delegating process tickets
  • 23. Managing the ServiceDesk schedule
  • 24. Introducing Knowledge Management
  • 25. Processing requests for knowledge base entries
  • 26. Managing the knowledge base
  • 27. Using the knowledge base
  • 28. Adding and managing documents
  • 29. Viewing documents
  • 30. Emailing in the ServiceDesk portal
  • 31. Chatting in the ServiceDesk portal
  • 32. Holding discussions in the ServiceDesk portal
  • 33. Viewing and organizing reports
  • 34. Creating and customizing standard reports
  • 35. Scheduling reports
  • 36. Configuring the ServiceDesk application
  • 37. Managing security, users, roles, groups, and permissions
  • 38. Managing the Active Directory connections
  • 39. Managing categories and the data hierarchy
  • 40. Customizing forms
  • 41. Customizing the email in ServiceDesk
  • 42. Distributing the ServiceDesk documentation
  • 43. Performing administrative tasks
  • Appendix A Default permissions in ServiceDesk
  • Index

     

 



Article URL http://www.symantec.com/docs/DOC4836


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