I am using servicedesk 7.1 SP2
It's in Admin -> Data -> Application Properties, click on ServicedeskSettings and then the orange bolt on the upper right to edit. It will be in the list there but you should only add, not remove any of the default settings as the items are hardcoded in the workflows.
I like my beats fast and my bass down low
Check out this topic in the ServiceDesk 7.1 SP2 Customization Guide:http://www.symantec.com/docs/DOC2150
The Priority, Urgency, and Impact fields of incidents can help you manage Service Level Agreements and comply with the concepts of ITIL service management.
The Priority and Urgency fields indicate how quickly an issue should be resolved. The Impact field indicates how broad an issue is. The effects of an issue may be considered low if only one person is affected. The effects are considered to be high if the whole organization is affected.
ServiceDesk 7 ships with the following values for these fields:
You can change the values, however doing so requires caution and a good understanding of the Symantec Workflow software.
These instructions focus on impact and urgency additions to Incident Management. Note that if you decide to make priority, impact, and/or urgency changes global, you must make many more updates. You must make the same updates to Change Management and/or Problem Management.
Changing the priority values is likely the most difficult edit. The "emergency," "urgent," "high," "normal," and "low" are hard-coded throughout the Symantec Workflow projects for ServiceDesk. More so than impact and urgency values. Change priority values only when necessary.
This example adds "Financial Group" as a new impact, and "No Internet Access" as a new urgency value. Note that “Financial Group” is not a group of users in ServiceDesk, rather it is a group of employees in a company for this example. First, add these values to the form that the end user uses to submit an incident. Use this example as a model when you edit urgency, impact, and priority.
To add new impact and urgency values
To add new impact and urgency values to the end-user Submit Incident form and the decision table that calculates priority
We opt to use the same impact value (on the right) that the end user sees, rather than an internal or technician-side value. However, the rest of the values under the Matches Rule use the impact values that are technician-facing. You can see the difference if you click on “Entire Department” under the Matches Rule on the left. Notice the corresponding “Department/LOB/Branch” value, which appears on the right. Refer back to the bulleted list in the previous section to compare and see the subtle difference.)
The priority of “Normal” is hard-coded in the SD.IncidentManagement project > CreateIncidentAdvanced model, in the Set Priority embedded model. Open that model and replace “normal” with the desired value.
Thanks to both.
Aryanos before I post my question I reviewed that information but now i understand why i didnt see any value, because I cant remove it any default settings. How I do to hide this defaults values?
CBWilliams the same manner I readed that guide, The question is all I need to add custome values to my ServiceDesk Installation?
Where I can see the matrix ?