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