ServiceDesk

Hello,

We have a Symantec Partner coming to install our ServiceDesk 7.5 system.  We are users of the ServiceDesk 7.1 SP2 version right now.  We have been running it pretty much as an out-of-the-box installation.  Our plan is to keep the 7.5 installation as close to out-of-the-box AND as close to our 7.1 SP2 system as possible.

I would be interested in knowing if there is anything we should be sure to touch on while we have a partner on-site to help us get this up and running.

One thing we learned is that emails to affected users are NOT created out of the box like 7.1 SP2.   Are their any other issues like that we should be aware of and bring to their attention.

Also, we will be using the same SQL Server that is running our CMDB and Process Manager 7.1.  We will be setting up a seperate instance for ProcessManager 7.5.  So in summary Instance 1 is running CMDB and ProcessManager 7.1 (while we close out these tickets) and Instance 2 will be running ProcessManager 7.5.  Partner does not believe there is any problem with using the same SQL Server for CMDB, ProcessManager 7.1, and (new instance) for ProcessManager 7.5.  Does anyone have any opinion on this?

Thank you for your help!

The fact that the emails are not sent in the out-of-the-box installation is not really an issue but it requires an automation rules and email templates setup which can easily be done through the ProcessManager portal.

ServiceDesk 7.5 MP1 implementation guide http://www.symantec.com/docs/DOC6513 provides information on the configurable areas. I hope that helps.

As for having all the mentioned databases on the same SQL server, it will really depend on how intensively ServiceDesk and SMP server along with other solutions are used.

About the SQL Server question - ProcessManager 7.5 will actually be slightly less aggressive on the SQL Server compared to ProcessManager 7.1.