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Can we please have the SD 7.5 User Guide and Implementation Guide give directions about the Incident Types?

Created: 17 Jan 2013 • Updated: 26 Aug 2013 | 4 comments
QuietLeni's picture
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Dear Symantec,

While looking at the Incident Types in the Application, I see that they can be edited, but there is nothing about Incident Types in the User and Implementation Guides, save for page 303, where we are able to migrated data from HD 6.5 and even there, it is ambiguous as to whether this is a typo:

"On the Choose Incident Types page, select the incident statuses(?) to migrate to ServiceDesk, and then click Next." (Italics mine.)

So, can this please be clarified in the documentation? It is also unknown whether we can delete existing ones and only add ones.

Kindest regards,

QuietLeni

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CNWilliams's picture

Dear QuietLeni,

The Symantec™ ServiceDesk 7.5 Implementation Guide has been updated with information about incident types.

http://www.symantec.com/docs/DOC5722

The following changes were made:

  1. The Configuring ServiceDesk topic was updated to include incident types.

 

Action

Description

Verify or edit the incident types.

When an incident is resolved, the support technician must provide an incident type to identify the general nature of the incident.

ServiceDesk contains a set of predefined incident types that are ready to use. Review them to ensure that they meet your needs. If necessary, you can create or delete incident types.

See “About incident types” on page 169.

See “Creating and deleting incident types” on page 170.

  1. Two new topics were added:
    1. About incident types
    2. Creating and deleting incident types
  2. The Migrating incidents from Helpdesk Solution 6.5 topic was updated:
    On the Choose Incident Types page, select the incidents by their status that you want to migrate to ServiceDesk.

 

Kindest Regards,

CNWilliams

CNWilliams

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QuietLeni's picture

CNWilliams,

Sorry, but I am not sure that what you are saying in the revised documentation is correct - the Close Code is set at the resolving of the ticket and the Incident Type is set at the creation of the incident in the "Submit Incident (Advanced)" Feeder Form. The Close Code and the Incident Type seem to do the same thing?

Kindest regards,

QuietLeni

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

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CNWilliams's picture

QuietLeni,

The Symantec™ ServiceDesk 7.5 Implementation Guide has been updated. The information about incident types has been modified.

http://www.symantec.com/docs/DOC5722

  1. The following changes were made to the Configuring ServiceDesk topic:

    Action

    Description

    Verify or edit the incident types.

    During incident submittal, support technicians can specify an incident type to identify the general nature of the incident. The incident type can be modified whenever an incident is worked.

    If an incident type has not been provided, the support technician must provide an incident type when an incident is resolved.

    ServiceDesk contains a set of predefined incident types that are ready to use. Review them to ensure that they meet your needs. If necessary, you can create or delete incident types.

    See "About incident types" on page 171.

    See "Creating and deleting incident types" on page 172. 

  2. The following topics were updated:
     About incident types
    Creating and deleting incident types
     

Kindest Regards,

 CNWilliams

 

 

CNWilliams

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QuietLeni's picture

Thanks CNWilliams!

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

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