Symantec™ ServiceDesk 7.5 MP1 User Guide

Article:DOC6514  |  Created: 2013-05-09  |  Updated: 2013-07-30  |  Article URL http://www.symantec.com/docs/DOC6514
Article Type
Documentation


Description



Symantec™ ServiceDesk 7.5 MP1 User Guide

Contents

I. Introducing ServiceDesk
1. Introducing ServiceDesk
About ServiceDesk
What you can do with ServiceDesk
How ServiceDesk works
What's new in this version
Where to get more information
2. Understanding ServiceDesk concepts
Components of ServiceDesk
How Process IDs work
About cascading relationships among process tickets
About configuration items
About ServiceDesk and the Configuration Management Database (CMDB)
About ServiceDesk licenses
3. Introducing ServiceDesk solution software
About ServiceDesk Solution software
About the ServiceDesk Solution Console page
Accessing the ServiceDesk Solution Console page
Viewing the ServiceDesk changes, incidents, or problems that are associated with a resource
II. Working in the Process Manager portal
4. Introducing the Process Manager portal
About the Process Manager portal
Logging on to the Process Manager portal
Default Process Manager portal pages
Admin page
Calendar page
Discussions page
Documents page
Home page
Knowledge Base page
My Task List page
Quick Search page
Reports page
Submit Request page
Technician Dashboard page
Tickets page
Workflow page
5. Managing portal pages
Exporting a Process Manager portal page
Importing a Process Manager portal page
Rearranging the sequence of Process Manager portal pages
Deleting Process Manager portal pages
Disabling and enabling Process Manager portal pages
6. Customizing the contents of Process Manager portal pages
About customizing the contents of Process Manager portal pages
Setting your opening portal page
Enabling the customization of a Process Manager portal page
Customizing a Process Manager portal page (administrator)
Customizing your Process Manager portal pages (non-administrator)
Options on the Site Actions drop-down list
Adding a Web part to a Process Manager portal page
Editing or deleting a Web part on a Process Manager portal page
Sharing a Process Manager portal page
Customizing a Process Manager portal page list
Options for customizing a Process Manager portal page list
Changing the report for a Process Manager portal page list
7. Working in the Process View
About the Process View page
Process View page (Incident Management)
Process View page (Problem Management)
Process View page (Change Management)
About actions and smart tasks on the Process View pages
About Process Type Actions on the Process View pages
Adding Process Type Actions
Editing Process Type Actions
Deleting Process Type Actions
8. Performing common actions in the Process Manager portal
Setting permissions
Picking a user
Capturing a screen image
Screen Capture icons
Changing your password
9. Active Directory self-service catalog
About the Active Directory Self Service Catalog
Requesting an Active Directory password reset
Requesting access to an Active Directory network share
III. Managing incidents
10. Introducing Incident Management
About Incident Management
About the Incident Management process
Incident statuses
Roles in Incident Management
Sources of ServiceDesk incidents
Email notifications from Incident Management
Process View page for incidents
11. Submitting incidents (user method)
Reporting an incident in ServiceDesk
Submitting an incident by email
Create a New Incident page
Attaching a file to a new incident
Attach File to Incident dialog box
Capturing a screen image in an incident
Finding and reviewing your incidents
Confirming an incident’s resolution
Reviewing and closing a resolved incident and submitting feedback on an incident resolution
Reopening an incident
12. Submitting incidents (technician method)
About advanced incidents
About incident templates
Creating an incident for a user with the advanced incident form
Creating an incident from a template
Create Incident page: advanced form
Resolution page
Creating an incident template
Incident Template page
13. Creating incidents from user emails
About the creation of incidents from emails
Classifying incident email submissions
Email Classification page
Set Incident Priority page
Search for Related Processes page
14. Resolving incidents
Resolving an incident from the advanced incident form
Resolving an incident from a task
Incident Response page
Scheduling an incident for later (postponing)
Reopening a postponed incident
Creating a problem ticket from an incident
Submit Problem page
Creating a change request from an incident
Closing multiple incidents
15. Creating incident subtasks
About subtasks
About subtask templates
Creating a subtask for an incident
Creating a subtask from a template
Create Subtasks page
Create Subtask page
Creating subtask templates from the incident's Process View page
Creating subtask templates
Editing subtask templates
Deleting subtask templates
16. Managing incident service queues
Creating incident service queues
Editing incident service queues
Deleting incident service queues
17. Managing email templates
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
18. Routing and escalating incidents
About incident routing and escalation
About the Incident Management Automation rules
Incident Management Process Automation rules components
Configuring new automation rules for Incident Management
Sending an email To Task Assignees
IV. Managing changes
19. Introducing Change Management
About Change Management
About the Change Management process
Change Management process: Planned state
Change Management process: Received State
Change Management process: Reviewed state
Change Management process: Closed state
Actions in the Change Management process states
Configuring Change Management
Change request rulesets
Configuring change request rulesets
Creating email templates for Change Management
Editing email templates for Change Management
Deleting email templates for Change Management
About the roles in Change Management
20. Submitting change requests
Sources of change requests
Requesting a change
About change templates
Creating a new change template
Editing a change template
Deleting a change template
Using a change template
21. Scheduling and planning changes
Scheduling the implementation of a change plan
22. Approving and implementing changes
Initiating a vote on a change
Voting on a change (CAB)
Approving a change (change manager)
Closing a change request ticket
V. Managing problems
23. Managing problems
About Problem Management
About the Problem Management process
Problem statuses
Roles in Problem Management
Sources of problem tickets
Email notifications from Problem Management
Process View page for problem tickets
About discussions in the Problem Management process
Reporting a problem
Create Problem page
Submit a New Problem page
Adding incidents to a problem ticket
Working a problem ticket
Examination and Analysis page
Propose Workaround page, Propose a Fix page
Reviewing a proposed fix or workaround
Submit Change Request page
Reworking a problem ticket
VI. Working with process tickets
24. Performing common ticket actions
About restricting access to open tasks (leasing)
Breaking the lease on a task
About the process time for tickets
Posting process time to a ticket
Performing actions on multiple tickets
Attaching a file to an existing process ticket
25. Assigning and delegating process tickets
Reassigning incidents, problems, or change tickets
Edit Assignments dialog box
Delegating a user’s tickets to another user
Deleting a ticket delegation
Delegating your tickets to another user
Add Delegation dialog box
Reassigning incident tickets to a service queue
26. Managing the ServiceDesk schedule
About scheduling in ServiceDesk
Viewing the ServiceDesk schedule
Searching for a schedule entry
Creating a new schedule
Add Schedule dialog box
Adding an entry to the schedule
Add Entry dialog box
VII. Managing your organization’s knowledge
27. Introducing Knowledge Management
About Knowledge Management
Types of knowledge base items
About the Bulletin Board
Knowledge base statuses
Email notifications from Knowledge Management
About permissions in the knowledge base
28. Processing requests for knowledge base entries
Processing requests for knowledge base entries
Roles in Knowledge Management
Sources of knowledge base requests and entries
Submitting a request for a knowledge base entry
Accepting or rejecting a knowledge base request
Create KB Article dialog box
Reviewing a knowledge base entry for final resolution
29. Managing the knowledge base
About knowledge base categories
Adding a knowledge base category or subcategory
Moving a knowledge base item to a different category
Creating a knowledge base item from the Knowledge Base page
Add Article dialog box
Add Bulletin dialog box
Add FAQ dialog box
Add Wiki dialog box
Adding entries and links to a wiki article
Links in wiki articles
30. Using the knowledge base
Searching the knowledge base
Viewing an item in the knowledge base
What you can do with a knowledge base item
VIII. Managing the documents in ServiceDesk
31. Adding and managing documents
About Document Management
About Document Management in the ServiceDesk processes
About document categories
Adding a document category
Adding a document subcategory
Category and Sub Category dialog boxes
Editing a document category
Setting permissions for a document category
Deleting a document category
Displaying the history of a document category
Creating expected document messages
Expected Documents dialog box
Adding a document to the Document Management system
Add Documents dialog box
Add Advanced Document dialog box
Setting permissions for a document
Editing document data
Adding a new document version
Promoting a document version
Adding a document to additional categories
Deleting a document
32. Viewing documents
What you can do with ServiceDesk documents
Searching for documents
Previewing documents
Viewing a document
Downloading a document
Downloading a document in .zip format
Emailing a document
Viewing a document’s versions
Viewing a document’s history
IX. Communicating in the Process Manager portal
33. Emailing in the Process Manager portal
Sending an email from a ticket's Process View page
About automatic email notifications
About process notifications
34. Holding discussions in the Process Manager portal
About discussions in the Process Manager portal
Adding a discussion in the Process Manager portal
Adding a thread to a discussion
Participating in a discussion in the Process Manager portal
X. Managing reports
35. Viewing and organizing reports
About ServiceDesk reporting
Viewing a report
What you can do with a report
Displaying reports in print view
Setting permissions for a report
Optimizing reports in the Process Manager portal
Copying a report
Exporting a report definition
Importing reports
Adding reports to a portal page
Deleting reports
About report categories
Adding report categories
Adding report subcategories
Deleting report categories
Setting permissions for a report category
Adding reports to additional categories
Importing a report category
About child reports
36. Creating and customizing standard reports
Creating a standard report
Setting up or modifying the data in standard reports
Customizing the layout of grid standard reports
Customizing the filtering and sorting for standard reports
Setting up or modifying Web Service access for standard reports
Add/Edit Standard Report dialog box
Modifying standard reports
37. Scheduling reports
Scheduling automatic report emails
Creating a report schedule
New Report Schedule dialog box
Adding a report to a report schedule
Options for scheduling reports and events
XI. Setting up and managing ServiceDesk
38. 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
Migrating data from ServiceDesk 7.1 SP2
Migrating data from ServiceDesk 7.1 SP1
Migrating data from ServiceDesk 7.0 MR2
About migrating data from Helpdesk Solution 6.x
39. 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
Add Group dialog box
Editing a group
Deleting a group
Adding users to a group
Adding or removing permissions for groups
Copying permissions between groups
Viewing the list of ServiceDesk permissions
Viewing the permissions for a group
Creating an organizational unit
Creating a new user
Add User dialog box: Clone User tab
Adding new ServiceDesk users from Active Directory manually
Editing a user account
Disabling and enabling a user
40. 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
41. Managing categories and the data hierarchy
About Incident Management classifications and the data hierarchy
Adding an incident classification
Deleting an incident classification
Importing incident classifications
Exporting incident classifications
42. Customizing forms
About customizing forms
Editing a form in the Process Manager portal
Setting permissions for a form
About the Customer Satisfaction Survey
43. Customizing the email in ServiceDesk
Customizing the email actions for ServiceDesk processes
About the contents of email notifications
About configuring the email monitoring
44. 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
45. 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
Master Settings: Process Manager Active Directory Settings section
Creating user relationship types
A. Default permissions in ServiceDesk
Default ServiceDesk permissions by category
Default ServiceDesk user groups
Default permissions for the All Users group
Default permissions for the Application Users group
Default permissions for the Change Approvers group
Default permissions for the Change Manager group
Default permissions for the KB Approvers group
Default permissions for the KB Editors group
Default permissions for the Problem Analysts group
Default permissions for the Problem Reviewers group
Default permissions for the Service Managers group
Default permissions for the Support group
B. Default categories in ServiceDesk
Default categories for incidents and default classifications for problems
C. ServiceDesk reporting data dictionary
ServiceDesk reporting data dictionary

Attachments

ServiceDesk_user_guide.pdf (5.2 MBytes)

Legacy ID



servicedesk_user_gde_v88194463


Article URL http://www.symantec.com/docs/DOC6514


Terms of use for this information are found in Legal Notices