Symantec™ ServiceDesk 7.5 MP1 Implementation Guide

Article:DOC6513  |  Created: 2013-05-09  |  Updated: 2013-10-29  |  Article URL http://www.symantec.com/docs/DOC6513
Article Type
Documentation


Description



Symantec™ ServiceDesk 7.5 MP1 Implementation Guide

Contents

I. Introducing ServiceDesk
1. Introducing ServiceDesk
About ServiceDesk
What you can do with ServiceDesk
How ServiceDesk works
Where to get more information
2. Understanding ServiceDesk concepts
Core architectural components of ServiceDesk
Components of ServiceDesk
About configuration items
About ServiceDesk and the Configuration Management Database (CMDB)
About populating the CMDB for ServiceDesk
About ServiceDesk licenses
About Incident Management
About Problem Management
About Change Management
About Knowledge Management
About the Active Directory Self Service Catalog
3. Introducing ServiceDesk Solution software
About ServiceDesk Solution software
About the ServiceDesk Solution Console page
Accessing the ServiceDesk Solution Console page
II. Planning the ServiceDesk Implementation
4. Preparing your ServiceDesk implementation
About developing your ServiceDesk installation plan
Assembling your ServiceDesk implementation team
ServiceDesk scalability
Server configuration options for ServiceDesk
ServiceDesk 7.5 MP1 support matrix
System requirements for ServiceDesk
5. Planning to install ServiceDesk
Installing ServiceDesk 7.5 MP1
Installing ServiceDesk for the first time
Installing ServiceDesk in an environment with an existing instance of the Symantec Management Platform version 7.1 SP2
6. Planning to migrate to ServiceDesk
Migrating to ServiceDesk 7.5 MP1
Before you migrate from ServiceDesk 7.1 SP2 without upgrading your instance of the Symantec Management Platform version 7.1 SP2
Migrating from ServiceDesk 7.1 SP2 without upgrading your instance of the Symantec Management Platform 7.1 SP2
Before you migrate from ServiceDesk 7.1x
Migrating from ServiceDesk 7.1x
Before you migrate from ServiceDesk 7.0
Migrating from ServiceDesk 7.0
Before you migrate from Helpdesk Solution 6.x to ServiceDesk
Migrating from Helpdesk Solution 6.x to ServiceDesk
III. Installing ServiceDesk
7. Installing ServiceDesk
Installing the Symantec Management Platform and ServiceDesk Solution software on the Symantec Management Platform server
Upgrading the Symantec Management Platform and the ServiceDesk Solution software
Installing the ServiceDesk application software
Information to collect for your ServiceDesk installation
Setting up the ServiceDesk server
Downloading the ServiceDesk installation file
ServiceDesk Installation and Configuration Wizard
Installing the Workflow Platform and the ServiceDesk modules
Running a system diagnostic
Run System Diagnostic page
About modifying your ServiceDesk installation
Uninstalling ServiceDesk from the ServiceDesk server
8. Installing the Screen Capture Utility
About installing the Screen Capture utility
Downloading the Screen Capture Utility installation file
IV. Upgrading ServiceDesk
9. Upgrading from ServiceDesk 7.5 to ServiceDesk 7.5 MP1
Process for upgrading from ServiceDesk 7.5 to ServiceDesk 7.5 MP1
Preparing to upgrade from ServiceDesk 7.5 to ServiceDesk7.5 MP1
Upgrading the ServiceDesk application software
V. Configuring ServiceDesk
10. Configuring ServiceDesk
About configuring ServiceDesk
Before you configure ServiceDesk
Configuring ServiceDesk
Additional ServiceDesk configurations
About migrating data to ServiceDesk 7.5 MP1
Advanced ServiceDesk customizations
Configuring the outbound and the inbound mail settings
About the incident priority
Default priority, urgency, and impact values
How the incident priority is calculated
Creating and Editing Service Level Agreements (SLAs)
About configuring the Service Level Agreement (SLA) late date
About managing your Service Level Agreement (SLA) levels within ServiceDesk Solution
Configuring business hours
About configuring Data Mapping Routing Tables
About incident types
Creating and deleting incident types
Setting the classification requirement for incident resolution
Setting the location requirement for incident resolution
Setting the incident resolution timeout
About the Service Catalog and service items
11. Managing security, users, roles, groups, and permissions
About ServiceDesk security and permissions
About group-level permissions
About ServiceDesk authentication
About adding users from Active Directory
About adding groups from Active Directory
Creating a group
Adding users to a group
Adding or removing permissions for groups
Copying permissions between groups
Creating an organizational unit
Creating a new user
12. Managing categories and data hierarchy
About Incident Management classifications and the data hierarchy
Adding an incident classification
Deleting an incident classification
Importing incident classifications
Exporting incident classifications
13. Customizing the Process Manager portal
About the Process Manager portal
About customizing the contents of Process Manager portal pages
14. Customizing forms
About customizing forms
Editing a form in the Process Manager portal
Setting permissions for a form
About the Customer Satisfaction Survey
15. Configuring Incident Management
Creating incident service queues
Editing incident service queues
Deleting incident service queues
Creating email templates for Incident Management
Editing email templates for Incident Management
Deleting email templates for Incident Management
Adding a link to the incident ticket in an email template
Incident Management Process Automation rules components
Configuring new automation rules for Incident Management
Sending an email To Task Assignees
About incident templates
Creating an incident template
About subtask templates
Creating subtask templates
Editing subtask templates
Deleting subtask templates
16. Configuring Change Management
About the Change Management process
Creating email templates for Change Management
Editing email templates for Change Management
Deleting email templates for Change Management
Configuring Change Management
Change request rulesets
Configuring change request rulesets
About change templates
Creating a new change template
Editing a change template
Deleting a change template
17. Customizing the email in ServiceDesk
Customizing the email actions for ServiceDesk processes
About automatic email notifications
About the contents of email notifications
About configuring the email monitoring
18. Distributing the ServiceDesk documentation
Making the ServiceDesk documentation available to users
Configuring the Help link for ServiceDesk documentation
Linking to the ServiceDesk documentation from a Links Web part
Displaying the ServiceDesk documentation in a File Browser Web part
Adding the ServiceDesk documentation to Document Management
19. Performing administrative tasks
Commands on the Admin menu
About application properties
About incident close codes
Adding and deleting incident close codes
About the Process Manager portal master settings
Editing the Process Manager portal master settings
Creating user relationship types
20. Managing the Active Directory connections
About Active Directory synchronization
Configuring Active Directory sync profiles
Managing Active Directory server connections
Adding Active Directory server connections
Editing the settings of an Active Directory server connection
Deleting an Active Directory server connection
Selecting Active Directory as the authentication method
Testing an Active Directory server connection
New AD Connections Profile and Edit AD connection settings dialog boxes
Managing Active Directory sync profile schedules
Adding Active Directory sync profile schedules
Editing an Active Directory sync profile schedule
Deleting an Active Directory sync profile schedule
Managing Active Directory sync profiles
Adding Active Directory sync profiles
Editing an Active Directory sync profile
Deleting an Active Directory sync profile
Add Active Directory Sync Profiles and Edit Active Directory Sync Profiles dialog boxes
Methods for synchronizing Active Directory sync profiles
Running a full Active Directory sync profile synchronization manually
Running update Active Directory sync profile synchronization manually
Synchronizing all Active Directory sync profiles manually
Checking the status of an Active Directory sync profile synchronization
A. Migrating data from ServiceDesk 7.1 SP2, 7.1 SP1, and 7.0 MR2
Migrating data from ServiceDesk 7.1 SP2
Migrating data from ServiceDesk 7.1 SP1
Migrating data from ServiceDesk 7.0 MR2
B. Migrating data from Altiris® Helpdesk Solution™ 6.x
About migrating data from Helpdesk Solution 6.x
Migrating incidents from Helpdesk Solution 6.x
How Helpdesk Solution 6.x incident data corresponds to ServiceDesk incidents
About working Helpdesk Solution 6.x incidents in ServiceDesk
Migrating categories from Helpdesk Solution 6.x
About migration of knowledge base (KB) content from Helpdesk Solution 6.x
Migrating knowledge base (KB) content from Helpdesk Solution 6.x
C. Default categories in ServiceDesk
Default categories for incidents and default classifications for problems

Change history

The following changes have been made to the ServiceDesk 7.5 MP1 Implementation Guide:

Revision date

Summary of changes

Affected topics

29 October 2013

Added information about Symantec Management Platform 7.5 compatibility and references to 7.5 documentation.

  • Core architectural components of ServiceDesk

  • About ServiceDesk and the Configuration Management Database (CMDB)

  • About populating the CMDB for ServiceDesk

  • About developing your ServiceDesk installation plan

  • ServiceDesk scalability

  • ServiceDesk 7.5 MP1 support matrix

  • System requirements for ServiceDesk

  • ServiceDesk requirements for the Symantec Management Platform

  • System requirements for the SQL Server

  • Installing ServiceDesk 7.5 MP1

  • Installing ServiceDesk for the first time

  • Installing ServiceDesk in an environment with an existing instance of the Symantec Management Platform version 7.1 SP2 or 7.5

  • Migrating to ServiceDesk 7.5 MP1

  • Before you migrate from ServiceDesk 7.1 SP2 without upgrading  your instance of the Symantec Management Platform version 7.1 SP2

  • Migrating from ServiceDesk 7.1 SP2 without upgrading your instance of the Symantec Management Platform 7.1 SP2

  • Before you migrate from ServiceDesk 7.1x

  • Before you migrate from ServiceDesk 7.0

  • Migrating from ServiceDesk 7.0

  • Before you migrate from Helpdesk Solution 6.x to ServiceDesk

  • Migrating from Helpdesk Solution 6.x to ServiceDesk

  • Installing the Symantec Management Platform and ServiceDesk Solution software on the Symantec Management Platform server

  • Upgrading the Symantec Management Platform and the ServiceDesk Solution software

  • Process for upgrading from ServiceDesk 7.5 to ServiceDesk 7.5 MP1

 

 


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servicedesk_impl_gde_v88182143


Article URL http://www.symantec.com/docs/DOC6513


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