Additional ServiceDesk configurations

Article:HOWTO82287  |  Created: 2012-11-05  |  Updated: 2013-04-18  |  Article URL http://www.symantec.com/docs/HOWTO82287
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How To


Subject


Additional ServiceDesk configurations

After you configure ServiceDesk, you may want to perform some additional configurations before you introduce ServiceDesk into your production environment.

See Configuring ServiceDesk.

Table: Additional configuration tasks you can perform

Action

Description

Create incident templates.

In Incident Management, incident templates are special incident forms containing predefined, standard values for common issues. Using templates speeds the entry of incidents and helps to standardize and increase the accuracy of the incident information.

Create incident templates for any issues that are reported frequently. You can edit and update them at any time.

See About incident templates.

See Creating an incident template.

Create incident subtask templates.

In Incident Management, incident subtask templates are special incident forms containing predefined, standard values for common issues. Using subtask templates speeds the subtask assignment process and helps to standardize and increase the accuracy of the information.

See About subtask templates.

See Creating subtask templates.

Create change request templates.

In Change Management, change templates are special change forms containing predefined, standard values for common issues. Using templates speeds the entry of changes and helps to standardize and increase the accuracy of the change request information.

See About change templates.

See Creating a new change template.

Create and edit reports.

You can customize the ServiceDesk reports in the following ways:

  • You can copy a report and edit the copy to quickly create a new report.

  • You can use a wizard interface to create new reports, which eliminate the need to use SQL for report creation

  • You can add a report to any Process Manager portal page or dashboard, and you can define the size and placement of the report.

  • You can optimize your reports on the Process Manager portal pages to improve the performance of the Process Manager.

See What you can do with a report.

See Creating a standard report.

See Modifying standard reports.

See Optimizing reports in the Process Manager portal.


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