ServiceDesk

Hi All,

Can any one guide me where to Modify permissions on assigned groups and users in Servicedesk 7.5 sp1/sp2.

for Servicedek 7.1 sp2 its location is 

Project: SD.IncidentManagement

Model: Initial Diagnosis

Specific Location: Initial Diagnosis DW, Event Configuration Start Process

but in Servicedesk 7.5 I am unable to find the Initial Diagnosis Model 

where I can modify these permissions on groups and users in Servicedesk 7.5 / 7.5 sp1/ 7.5 sp2

regards

The Incident Management project was redesigned with ServiceDesk 7.5 and no longer made available for user modification. If you wish to grant a user or group a permission to an incident on creation you need to use the Automation rules and set a rule to grant permissions using the OnIncidentReceived ruleset.

Please note any modification of SD.IncidentManagementSimple will result in your system being placed into an unsupported state and not supported by Symantec Technical Support.

Hi TGiles,

Thanks for your quick response,

Kindly let me know its mean we cannot change any default workflow of Servicedesk 7.5 Plus and if we need any new funcationality then we have to create a new customize workflow.

Also if any bug is there in ServiceDesk 7.5 then we have to wait for its Fix from Symantec ?

regards

Symantec doesn't provide the package files for SD.IncidentManagementSimple and SD.ChangeManagementSimple so that modification of these processes doesn't occur. This allows for ServiceDesk 7.5 to be upgradable unlike the previous versions of ServiceDesk. The problem management modoule will no longer be provided as an editable project starting with the next release. You are welcome to make modifications to the projects which we've included the package files for, such as Sd.EmailMonitor & SD.Feeder.TechnicianIncidentForms.

If you need customization most customers have been able to accomplish their needs using the rulesets and the "Send Incident to Workflow" action to allow for custom processes to be performed on the incident. If you need something more then this its recommended you contact one of our partners if you aren't comfortable with performing the customizations yourself. 

All available point fixes for ServiceDesk 7.5 SP1 can be found in TECH212326.

Hi TGlies,

Thank you for your response I will look what I can do myself and for what I need Partner help,

regards