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Can we customize the Incident Types in SD 7.5?

Created: 17 Jan 2013 • Updated: 26 Aug 2013 | 6 comments
QuietLeni's picture
This issue has been solved. See solution.

Dear All,

I have been working through SD 7.5 and I have found the Incident Types field. I am curious about this. Is it similar to the CloseCodes, in that you can add and remove from them in the Application Properties at will or must you keep certain ones there and not change the current ones?

The SD Implementation Guide and the User Guide have no information about this field, whatsoever (well, an Adobe Reader search of the documents came up with nothing)!

Anyone know about this? I like to mark things as solved!

Kindest regards,

QuietLeni

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Aryanos's picture

You can by going to Admin -> Data -> Application Properties -> Click on ServiceDeskSettings -> Lighting Bolt on the upper right corner -> Edit Values and it's in the IncidentType field. Not sure if you should remove any of the defaults but you can add new ones.

I like my beats fast and my bass down low

SOLUTION
QuietLeni's picture

Thanks Aryanos. I will only add to them.

What is the point of an Asset Management Solution that needs excessive management? Let me help you.

Aryanos's picture

You can probably delete the defaults one as well as it looks like it's just a text type and not tied by any id to the database tables. If you delete an incident type and the incident currently has the one that it's deleted it will just show a blank on the drop-down.

I like my beats fast and my bass down low

CNWilliams's picture

Hi QuietLeni,

Here is some additional information you may or may not find useful.

Page 171 of the ServiceDesk 7.5 User Guide:

Incident Type: Lets you select the category that the incident belongs to.

See "About Incident Management classifications and the data hierachy" on page 497.

Symantec ServiceDesk 7.5 User Guide:  http://www.symantec.com/docs/DOC5721

About the Incident Management classifications and the data hierarchy:  http://www.symantec.com/docs/HOWTO82049

Kindest Regards,

CNWilliams
 

CNWilliams

QuietLeni's picture

CNWilliams,

Sorry, but that is the Incident Classification, not Incident Type. They are different things, apparently.

Interestingly, the line talks about Incident Type and then points you to the Incident Classification!

Thanks for answering!

Kindest regards,

QuietLeni

What is the point of an Asset Management Solution that needs excessive management? Let me help you.

CNWilliams's picture

QuietLeni,

The Symantec ServiceDesk 7.5 User Guide has been updated.

http://www.symantec.com/docs/DOC5721

The Incident Response page topic has been updated;

Table 14-1     Options on the Incident Response page

 

Option

Description

Click Here to Classify

Lets you select a classification for the incident. 

Depending on the classification that you select, additional classification links might appear to let you narrow the scope of the classification.

See "About Incident Management classifications and the data hierarchy" on page 499.

Incident Type

Lets you select an incident type to describe the general nature of the incident.

See "About incident types" on page 440.

 

Kindest Regards,

CNWilliams

CNWilliams