symantec servicedesk 7.1 implementation guidedocshare01.docshare.tips/files/23537/235370928.pdf ·...

Symantec™ ServiceDesk 7.1Implementation Guide

Symantec™ ServiceDesk 7.1 Implementation GuideThe software described in this book is furnished under a license agreement and may be usedonly in accordance with the terms of the agreement.

Legal NoticeCopyright © 2011 Symantec Corporation. All rights reserved.

Symantec and the Symantec Logo, Altiris, and any Altiris or Symantec trademarks used inthe product are trademarks or registered trademarks of Symantec Corporation or its affiliatesin the U.S. and other countries. Other names may be trademarks of their respective owners.

The product described in this document is distributed under licenses restricting its use,copying, distribution, and decompilation/reverse engineering. No part of this documentmay be reproduced in any form by any means without prior written authorization ofSymantec Corporation and its licensors, if any.

THE DOCUMENTATION IS PROVIDED "AS IS" AND ALL EXPRESS OR IMPLIED CONDITIONS,REPRESENTATIONS AND WARRANTIES, INCLUDING ANY IMPLIED WARRANTY OFMERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE OR NON-INFRINGEMENT,ARE DISCLAIMED, EXCEPT TO THE EXTENT THAT SUCH DISCLAIMERS ARE HELD TOBE LEGALLY INVALID. SYMANTEC CORPORATION SHALL NOT BE LIABLE FOR INCIDENTALOR CONSEQUENTIAL DAMAGES IN CONNECTION WITH THE FURNISHING,PERFORMANCE, OR USE OF THIS DOCUMENTATION. THE INFORMATION CONTAINEDIN THIS DOCUMENTATION IS SUBJECT TO CHANGE WITHOUT NOTICE.

The Licensed Software and Documentation are deemed to be commercial computer softwareas defined in FAR 12.212 and subject to restricted rights as defined in FAR Section 52.227-19"Commercial Computer Software - Restricted Rights" and DFARS 227.7202, "Rights inCommercial Computer Software or Commercial Computer Software Documentation", asapplicable, and any successor regulations. Any use, modification, reproduction release,performance, display or disclosure of the Licensed Software and Documentation by the U.S.Government shall be solely in accordance with the terms of this Agreement.

Symantec Corporation350 Ellis StreetMountain View, CA 94043

http://www.symantec.com

http://www.symantec.com

Technical SupportSymantec Technical Support maintains support centers globally. TechnicalSupport’s primary role is to respond to specific queries about product featuresand functionality. The Technical Support group also creates content for our onlineKnowledge Base. The Technical Support group works collaboratively with theother functional areas within Symantec to answer your questions in a timelyfashion. For example, the Technical Support group works with Product Engineeringand Symantec Security Response to provide alerting services and virus definitionupdates.

Symantec’s support offerings include the following:

■ A range of support options that give you the flexibility to select the rightamount of service for any size organization

■ Telephone and/or Web-based support that provides rapid response andup-to-the-minute information

■ Upgrade assurance that delivers software upgrades

■ Global support purchased on a regional business hours or 24 hours a day, 7days a week basis

■ Premium service offerings that include Account Management Services

For information about Symantec’s support offerings, you can visit our Web siteat the following URL:

www.symantec.com/business/support/

All support services will be delivered in accordance with your support agreementand the then-current enterprise technical support policy.

Contacting Technical SupportCustomers with a current support agreement may access Technical Supportinformation at the following URL:


Before contacting Technical Support, make sure you have satisfied the systemrequirements that are listed in your product documentation. Also, you should beat the computer on which the problem occurred, in case it is necessary to replicatethe problem.

When you contact Technical Support, please have the following informationavailable:

■ Product release level



■ Hardware information

■ Available memory, disk space, and NIC information

■ Operating system

■ Version and patch level

■ Network topology

■ Router, gateway, and IP address information

■ Problem description:

■ Error messages and log files

■ Troubleshooting that was performed before contacting Symantec

■ Recent software configuration changes and network changes

Licensing and registrationIf your Symantec product requires registration or a license key, access our technicalsupport Web page at the following URL:


Customer serviceCustomer service information is available at the following URL:


Customer Service is available to assist with non-technical questions, such as thefollowing types of issues:

■ Questions regarding product licensing or serialization

■ Product registration updates, such as address or name changes

■ General product information (features, language availability, local dealers)

■ Latest information about product updates and upgrades

■ Information about upgrade assurance and support contracts

■ Information about the Symantec Buying Programs

■ Advice about Symantec's technical support options

■ Nontechnical presales questions

■ Issues that are related to CD-ROMs or manuals



Support agreement resourcesIf you want to contact Symantec regarding an existing support agreement, pleasecontact the support agreement administration team for your region as follows:

[email protected] and Japan

[email protected], Middle-East, and Africa

[email protected] America and Latin America

mailto:[email protected]



Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Section 1 Introducing ServiceDesk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Chapter 1 Introducing ServiceDesk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

About ServiceDesk .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15Components of ServiceDesk .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17Where to get more information .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Chapter 2 Understanding ServiceDesk concepts . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

About workflows, processes, tickets, and tasks ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23About ITIL .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24About the core processes in ServiceDesk .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25About configuration items .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26About the Configuration Management Database (CMDB) ... . . . . . . . . . . . . . . . . . . 27About Workflow Designer ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28About Workflow Server ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28About ServiceDesk licenses ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Chapter 3 Introducing ServiceDesk solution software . . . . . . . . . . . . . . . . . . . 31

About ServiceDesk solution software .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31About the ServiceDesk Solution Console page .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32Accessing the ServiceDesk Solution Console page .... . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Section 2 Installing ServiceDesk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Chapter 4 Planning to install ServiceDesk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

About the ServiceDesk installation .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38Installing a Symantec Management Platform product and ServiceDesk

for the first time .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39Installing ServiceDesk 7.1 on an existing installation of the Symantec

Management Platform .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Contents

Upgrading to the Symantec Management Platform and ServiceDesk7.1 from Altiris 6.x ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Upgrading the ServiceDesk application software .... . . . . . . . . . . . . . . . . . . . . . . . . . . . 46Server requirements for the ServiceDesk installation .... . . . . . . . . . . . . . . . . . . . . . 47

ServiceDesk requirements for the Symantec ManagementPlatform computer ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

System requirements for the ServiceDesk server computer ... . . . . . . . . . 49System requirements for the SQL Server computer ... . . . . . . . . . . . . . . . . . . . 50

Server configuration options for the ServiceDesk installation .... . . . . . . . . . . 51Requirements for the ServiceDesk client computers ... . . . . . . . . . . . . . . . . . . . . . . . . 53Adding the ServiceDesk server computer to the Administrators

group .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53About installing Symantec Management Platform products ... . . . . . . . . . . . . . . 54About populating the CMDB for ServiceDesk .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55Information to collect for the ServiceDesk installation .... . . . . . . . . . . . . . . . . . . . . 56

Chapter 5 Installing ServiceDesk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

About installing the ServiceDesk solution software on the SymantecManagement Platform .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Installing the ServiceDesk application software .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61Downloading the ServiceDesk installation file ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62Installing the ServiceDesk application software on the ServiceDesk

server computer ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63Installing Workflow Designer on a client computer ... . . . . . . . . . . . . . . . . . . . . . . . . . 66Upgrading the ServiceDesk application software .... . . . . . . . . . . . . . . . . . . . . . . . . . . . 69Setting ServiceDesk post-migration properties ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71Maintenance page .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72Server Roles page .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73Install Location page .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75Server Configuration page .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76Workflow Designer Tasks page .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76Notification Server Credentials page .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77Database Connection page .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78Database Configuration page .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79Database Replication page .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80System Accounts Access page .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81Process Manager Configuration page .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82Process Manager Authentication page .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82Active Directory Server dialog box .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84Active Directory Container dialog box .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86Workflow Persistence page .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86Symbus ORM page .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87

Contents8

System Check page .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88

Chapter 6 Configuring the initial ServiceDesk settings . . . . . . . . . . . . . . . . . 91

Configuring the ServiceDesk application software duringinstallation .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92

Welcome page .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95Installation Components page .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96ServiceDesk Settings page .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98Mail Settings page .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99ITIL Process Configuration page .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101Incident Management Configuration page .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102ServiceDesk Groups page .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103Sample Data Configuration page .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104Installation Preview page .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105Installation Summary page .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105Re-running the ServiceDesk installation .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106Setting up the replication database after the initial installation .... . . . . . . 109Uninstalling ServiceDesk from the ServiceDesk server

computer ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110

Chapter 7 Installing the Screen Capture Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113

About installing the Screen Capture utility ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113Installing the Screen Capture utility with Package Delivery .... . . . . . . . . . . . . 115Downloading the Screen Capture Utility installation file ... . . . . . . . . . . . . . . . . . 116

Chapter 8 Migrating data from Altiris® HelpdeskSolution™ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117

About migrating data from Helpdesk Solution .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117Methods for migrating data from Helpdesk Solution .... . . . . . . . . . . . . . . . . . . . . . 118Migrating incidents from Helpdesk Solution .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119How Helpdesk Solution incident data corresponds to ServiceDesk

incidents ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121About working Helpdesk Solution incidents in ServiceDesk .... . . . . . . . . . . . . 122Migrating categories from Helpdesk Solution .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122

Section 3 Configuring ServiceDesk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125

Chapter 9 Configuring the ServiceDesk application . . . . . . . . . . . . . . . . . . . . . 127

About configuring the ServiceDesk application software .... . . . . . . . . . . . . . . . 128Before you configure the ServiceDesk application software .... . . . . . . . . . . . . 128

9Contents

Configuring the ServiceDesk application software .... . . . . . . . . . . . . . . . . . . . . . . . . 129About incident categories and the data hierarchy .... . . . . . . . . . . . . . . . . . . . . . . . . . 134About the incident priority ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135Default priority, urgency, and impact values ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136How the incident priority is calculated .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137About the Service Level Agreement and Operating Level

Agreement ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138About the Service Level Agreement (SLA) time frames .... . . . . . . . . . . . . . . . . . . 139Default SLA time frames .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140About business hours and holidays ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140About Follow the Sun routing .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141About replicating the Process Manager database ... . . . . . . . . . . . . . . . . . . . . . . . . . . . 142About the Service Catalog and service items .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142

Chapter 10 Managing security, users, roles, groups, andpermissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145

About ServiceDesk security and permissions .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145About group-level permissions .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146About ServiceDesk authentication .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147About adding users from Active Directory .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147

Chapter 11 Customizing the ServiceDesk portal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149

About the ServiceDesk portal ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149About customizing the contents of ServiceDesk portal pages ... . . . . . . . . . . . 151About customizing forms .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151About the Customer Satisfaction Survey .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153

Chapter 12 Customizing the email in ServiceDesk . . . . . . . . . . . . . . . . . . . . . . . . . . 155

Customizing the email actions for ServiceDesk processes ... . . . . . . . . . . . . . . . 155About automatic email notifications .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156About the contents of email notifications .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157About configuring the email monitoring .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158

Chapter 13 Distributing the ServiceDesk documentation . . . . . . . . . . . . . . 161

Making the ServiceDesk documentation available to users ... . . . . . . . . . . . . . . 161Configuring the Help link for ServiceDesk documentation .... . . . . . . . . . . . . . 163Linking to the ServiceDesk documentation from a Links Web

part ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164Displaying the ServiceDesk documentation in a File Browser Web

part ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165

Contents10

Adding the ServiceDesk documentation to DocumentManagement ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166

Chapter 14 Performing administrative tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169

Commands on the Admin menu .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169About application properties ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174About incident close codes ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174About the ServiceDesk portal master settings ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175Creating user relationship types ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176

Chapter 15 Managing the Active Directory connections inServiceDesk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177

About Active Directory synchronization .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177Methods for synchronizing Active Directory .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179About managing Active Directory servers in ServiceDesk .... . . . . . . . . . . . . . . 180

Appendix A Default categories in ServiceDesk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181

Default categories for incidents ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181Default classifications for problems .... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187

11Contents

Contents12

Introducing ServiceDesk

■ Chapter 1. Introducing ServiceDesk

■ Chapter 2. Understanding ServiceDesk concepts

■ Chapter 3. Introducing ServiceDesk solution software

1Section

Introducing ServiceDesk

This chapter includes the following topics:

■ About ServiceDesk

■ Components of ServiceDesk

■ Where to get more information

About ServiceDeskSymantec ServiceDesk is an ITIL-compliant service management tool that letsyou improve your IT infrastructure and provide a higher level of service. Itincorporates Symantec Workflow technologies to manage service tickets, providereports, and integrate with other Symantec products such as the ConfigurationManagement Database (CMDB).

ServiceDesk requires a completed installation and implementation of a SymantecManagement Platform 7.1 product. Such products include Client ManagementSuite and Server Management Suite. The ServiceDesk solution software is installedusing the standard Symantec Management Platform mechanisms.

ServiceDesk includes all the primary ITIL Service Management processes.Processes in ServiceDesk include Incident Management, Problem Management,Change Management, and a Knowledge Management system. ServiceDesk alsoincludes a Service Catalog.

After you install ServiceDesk, it is ready to use. However, you might choose tocustomize some aspects of ServiceDesk to meet your organization’s specificrequirements. Because all ServiceDesk processes are based on workflows, you cancustomize the processes without making code-level changes.

For information about the kinds of modifications you can perform, see theServiceDesk Customization Guide.

1Chapter

Table 1-1 Key features of ServiceDesk

DescriptionFeature

All ServiceDesk processes are fully ITIL-based, which lets you implement a full ITILsolution.

ITIL-based processes

ServiceDesk includes a set of high-quality, ITIL-based processes that have undergoneextensive testing and development effort.

Ready-to-use workflows andprocesses

All ServiceDesk processes and forms are easy to customize using the WorkflowDesigner tool.

See “About Workflow Designer” on page 28.

Easy customization

The default forms that ServiceDesk contains are process-driven rather thandata-driven. The user is not shown all of the available information for the form.Instead, the user is shown what is relevant for the particular point they are at in theprocess. The user is shown the information they need to see to move forward withthe process. This narrowing of focus helps ensure that the process is followedcorrectly, and makes following the processes easier for new users.

Process-driven forms

The date and time that appear in tickets, alerts, and emails are displayed in theappropriate time zone for the current user’s location. This time zone support allowsfor world-wide support capabilities and supports virtual help desks.

Time zone support

You can define the normal business hours for your organization, which accounts forholidays and weekends. This business hours support allows for accurate Service LevelAgreement reporting and accurate reporting of average response time and resolutiontime.

Business hours support

Email notifications are built into the ITIL processes. Email notifications keep usersaware of changes to ticket status, and allow users to verify that an issue is fixed. Inany process, email notifications can be used to notify the contacts that are associatedwith a ticket, assign tasks, and send alerts.

Email notifications

Escalation rules can be configured so that escalations are triggered when certaintypes of events occur. For example, an escalation might trigger when an incidentapproaches the Service Level Agreement limitations. When a user has not respondedto a Change Management approval task, an escalation may also be triggered.

Escalation rules

ServiceDesk can integrate with other products through the actions and URL callsthat can trigger events in other systems. ServiceDesk Web services can also be usedto display ServiceDesk processes and forms in third-party applications such asMicrosoft SharePoint.

Integration with otherproducts

Introducing ServiceDeskAbout ServiceDesk

16

Table 1-1 Key features of ServiceDesk (continued)

DescriptionFeature

Advanced reporting mechanisms are included in ServiceDesk. Reports are easy tocreate and customize. In addition, report templates can be created to let groups andusers customize and save their own reports. Reports can be defined and scheduledto run periodically, and can be emailed to a distribution list. Reports can also bepublished as a Web service to expose report data.

Advanced reportingmechanisms

A full-featured knowledge management solution is included.Full-featured knowledgemanagement

You can secure processes, forms, and data at the user, group, role, and organizationalunit level.

Security at a granular level

Components of ServiceDeskThe components of ServiceDesk combine to let you use ITIL-compliant processesto manage service tickets and your organization’s knowledge.

Table 1-2 Components of ServiceDesk

DescriptionComponent

The ServiceDesk solution software is installed on the Symantec Management Platformcomputer.

This software provides the following functions:

■ Management of the ServiceDesk licensing

The Symantec Installation Manager (SIM) installs the ServiceDesk solution softwareand applies the ServiceDesk licenses.

■ The installation file that is used to install the ServiceDesk application software on theServiceDesk server computer.

The ServiceDesk server computer is different from the Symantec Management Platformcomputer.

■ The ServiceDesk pages that appear in the Symantec Management Console.

In the Symantec Management Console, you can access a page that lets you downloadthe ServiceDesk installation file.

■ Integration between the ServiceDesk application software and the ConfigurationManagement Database (CMDB).

See “About ServiceDesk solution software” on page 31.

ServiceDesk solutionsoftware

17Introducing ServiceDeskComponents of ServiceDesk

Table 1-2 Components of ServiceDesk (continued)


Incorporates all the Symantec Workflow technologies that manage service tickets, providereporting capabilities, and integrate with other Symantec products.

The ServiceDesk application software is installed on the ServiceDesk server computer. Itcannot be installed on the same computer as Helpdesk Solution.

ServiceDesk applicationsoftware

A tool that lets an administrator customize workflows to meet the needs of the organization.


Workflow Designer is typically installed on a client computer. However, it can also beinstalled on the ServiceDesk server computer.

Workflow Designer

A Web-based interface that provides access to the ServiceDesk application software. Theusers of ServiceDesk access the portal from their Web browsers and use the portal to runthe workflow processes.

The ServiceDesk portal resides on the ServiceDesk server computer. The ServiceDeskportal is accessible from most Web browsers.

See “About the ServiceDesk portal” on page 149.

ServiceDesk portal

The server-side software that includes the workflow extensions that are required to runthe core workflow processes.

These extensions must run on the server to which the workflows have been deployed,which is the ServiceDesk server computer. The ServiceDesk server is sometimes referredto as the Workflow server .

See “About Workflow Server” on page 28.

Workflow Serversoftware

Definitions of the events or steps that a process can follow. The data that is provided fora specific process determines the path that the process takes through the workflow.

ServiceDesk contains the core workflows that you can use immediately withoutcustomization. The core workflows let you manage service tickets and perform otherservice-related activities.

The workflows and processes reside on the ServiceDesk server computer.

See “About workflows, processes, tickets, and tasks” on page 23.

Workflows

Stores the Process Manager details such as groups, users, and permissions.

Other applications can use the Process Manager database. For example, it is included withWorkflow Solution. When you install ServiceDesk, the Process Manager database isexpanded to become the ServiceDesk database. However, it typically is referred to as theProcess Manager database.

The default name for the actual database is ProcessManager. It resides on the SQL Servercomputer.

Process Manager(ServiceDesk) database

Introducing ServiceDeskComponents of ServiceDesk

18

Table 1-2 Components of ServiceDesk (continued)


Replicates certain data from the Process Manager database. You can either copy or movethe original data to the replication database or to a file. Use the database replication forarchiving or for improving performance of the Process Manager database.

The default name for the actual database is ProcessManagerReplication. It typically resideson the same SQL Server computer as the Process Manager database.

See “About replicating the Process Manager database” on page 142.

Replication database

Stores the configuration details and contains the built-in tools that facilitate the use ofthe data in the Process Manager database for reporting.

The default name for the actual database is ProcessManagerAnalysis. It resides on theSQL Server computer.

Analysis database

Where to get more informationUse the following documentation resources to learn and use this product.

Table 1-3 Documentation resources

LocationDescriptionDocument

ServiceDesk Release Notes.

Choose the desired ServiceDesk versionrelease notes document link.

Information about new features andimportant issues.

This information is available as an article inthe Symantec Knowledgebase.

Release Notes

■ The Documentation Library, which isavailable in the Symantec ManagementConsole on the Help menu.

The Documentation Library provides alink to the PDF Implementation Guide onthe Symantec support Web site.

■ Supported Products page

Information about how to install, configure,and implement this product.

This information is available in PDF format.

Implementation Guide

19Introducing ServiceDeskWhere to get more information

http://www.symantec.com/business/support/index?page=content&cat=RELEASE_NOTES&key=57947&basecat=DOCUMENTATION&channel=DOCUMENTATION

http://www.symantec.com/business/support/index?page=home

Table 1-3 Documentation resources (continued)

LocationDescriptionDocument

Links to the documentation are availablefrom the following locations:


■ The Documentation page, which isavailable from the Help link in theServiceDesk portal or at the followingURL:

ServiceDesk guides

The ServiceDesk administrator can downloadthis documentation and provide it to theappropriate users.

See “Making the ServiceDesk documentationavailable to users” on page 161.

Information about how to use this product,including detailed technical information andinstructions for performing common tasks.


ServiceDesk has the following user guides:

■ ServiceDesk User Guide

For the administrator who configuresand manages the ServiceDesk portal andthe process workers who use theServiceDesk portal.

■ ServiceDesk Portal User Guide

For the internal users or external userswho use the ServiceDesk portal to submitincidents, search the knowledge base,and perform other user tasks.

User Guides

The Documentation Library, which isavailable in the Symantec ManagementConsole on the Help menu.

Context-sensitive help is available for mostscreens in the Symantec ManagementConsole.

You can open context-sensitive help in thefollowing ways:

■ The F1 key

■ The Context command, which is availablein the Symantec Management Consoleon the Help menu

Information about how to use theServiceDesk Solution Console. Help is notavailable in the ServiceDesk portal.

Help is available at the solution level and atthe suite level.

This information is available in HTML helpformat.

Help


The Documentation Library provides alink to the PDF Implementation Guide onthe Symantec support Web site.

■ ServiceDesk guides.

Choose the desired ServiceDesk versioncustomization guide document link.

Identifies the common customization thatorganizations typically perform.


ServiceDeskCustomization Guide

Introducing ServiceDeskWhere to get more information

20

http://www.symantec.com/business/support/index?page=content&cat=USER_GUIDE&key=57947&basecat=DOCUMENTATION&channel=DOCUMENTATION

http://www.symantec.com/business/support/index?page=content&cat=USER_GUIDE&key=57947&basecat=DOCUMENTATION&channel=DOCUMENTATION

In addition to the product documentation, you can use the following resources tolearn about Altiris products.

Table 1-4 Symantec information resources

LocationDescriptionResource

SymWISE support pageArticles, incidents, and issues aboutSymantec products.

Knowledge base

Symantec Connect pageAn online magazine that contains bestpractices, tips, tricks, forums, and articlesfor users of this product.

Symantec Connect

21Introducing ServiceDeskWhere to get more information

http://www.symantec.com/business/theme.jsp?themeid=support-knowledgebase

http://www.symantec.com/connect/endpoint-management

Introducing ServiceDeskWhere to get more information

22

Understanding ServiceDeskconcepts


■ About workflows, processes, tickets, and tasks

■ About ITIL

■ About the core processes in ServiceDesk

■ About configuration items

■ About the Configuration Management Database (CMDB)

■ About Workflow Designer

■ About Workflow Server

■ About ServiceDesk licenses

About workflows, processes, tickets, and tasksServiceDesk and Workflow Designer let you work with, create, and edit workflows,processes, tickets, and tasks. These items are related to the workflow processingin ServiceDesk.

See “About ServiceDesk” on page 15.

2Chapter

Table 2-1 Descriptions of workflows, processes, tickets, and tasks

DescriptionItem

Consists of the defined steps that a process can follow. A workflowis the design of the possible process events. For example, a workflowcan be a purchase order approval or rejection, or a way to manageincidents.

Workflows are created in Workflow Designer. You can use WorkflowDesigner to customize the default workflows and publish them tothe production environment.


Workflow

The workflow path that is followed to perform a series of actions.

The specific path that the process takes depends on the followingthings:

■ The user’s interaction with the process

■ The data that is provided as the process is worked

■ The decisions that the workflow itself makes as a result of thedecisions and data

ServiceDesk contains predefined, ITIL-compliant processes, whichare ready to use.

See “About the core processes in ServiceDesk” on page 25.

Process

An object that is created to accept the data that is entered duringthe initiation and working of a process. A ticket also contains theinformation that the various workers need to work the process.

For example, an incident ticket contains the attributes that definethe incident, such as the description, contact, and priority.

Ticket

The action that must be taken to work a ticket or perform someother job. A task is assigned to a group or a specific worker.

For example, when a user submits an incident ticket, a task iscreated and assigned to a support technician or the support group.When the support technician completes that task, the ticket isupdated and then it progresses to the next step in the workflow.

Task

About ITILITIL is an acronym for Information Technology Infrastructure Library, which isa method of IT service management that is widely followed in many organizations.ITIL attempts to define a set of best practices for companies to use to manage

Understanding ServiceDesk conceptsAbout ITIL

24

their IT operations. Companies attempt to manage their IT infrastructure,development, and operations using ITIL concepts and policies.

Organizations that implement ITIL processes seek to improve their operationalefficiencies and improve customer and user satisfaction.

Effectively using ITIL processes can help organizations in the following ways:

■ Manage user requests quickly.

■ Determine the root causes of recurring issues so that they can be addressed,which can eliminate further issues in the future.

See “About the core processes in ServiceDesk” on page 25.

About the core processes in ServiceDeskServiceDesk contains predefined, ITIL-compliant processes, which let you manageservice tickets and perform other service management activities.


See “About ITIL” on page 24.

The predefined processes are ready to use. However, you can customize anyprocess to meet the specific needs of your organization. You customize theworkflow for a process in Workflow Designer.


Table 2-2 Core processes in ServiceDesk

DescriptionProject nameWorkflow

Works on standardizing methods and procedures for the mostefficient handling of all changes. The goal of thestandardization is to reduce the effect of changes on theorganization.

SD.Change ManagementChange Management

Lets the user who is the primary contact for an incidentcomplete a Customer Satisfaction Survey to rate the serviceand the resolution.

See “About the Customer Satisfaction Survey” on page 153.

SD.CustomerServiceSurveyCustomer Survey

Aims to address the user’s issues and get the user back to theirnormal working conditions as quickly as possible.

SD.Incident ManagementIncident Management

25Understanding ServiceDesk conceptsAbout the core processes in ServiceDesk

Table 2-2 Core processes in ServiceDesk (continued)


Provides a data repository holding information on incidents,problems, and known errors. Collecting information in theknowledge base enables organizations to match new incidentsagainst previous ones and reuse established solutions andapproaches.

SD.KnowledgeBaseSubmission

KnowledgeManagement

Investigates the problems that are the source of multipleincidents. Once problems are found, actions are taken to fixthe situation, and possibly prevent it from happening again.

SD.Problem ManagementProblem Management

Table 2-3 Additional processes in ServiceDesk


Monitors a specified inbox for all new, unread emails andprocesses them by creating incidents or routing them to theservice manager for evaluation.

See “About configuring the email monitoring” on page 158.

SD.Email.Monitor

SD.Email.InboundManagement

Email Monitoring

Routes (assigns) an incident. By default, all emergency andhigh priority incidents are assigned to the Support II group.All other incidents are assigned to Support I.

The Determine Escalation model in this project contains therouting rules that define the criteria for escalating an incident.When an incident meets those criteria, it is escalatedautomatically.

SD.RoutingRulesRouting

Default SLA time frames are established based on incidentpriority.

See “About the Service Level Agreement and Operating LevelAgreement” on page 138.

SD.DataServices, in the SetupSLA Requirements model.

Service LevelAgreement (SLA)

Assigns the incidents based on defined time zones and groupsso that an incident can be worked on a 24x7 basis.

See “About Follow the Sun routing” on page 141.

SD.FollowTheSunFollow the Sun

About configuration itemsA configuration item (CI) is a component of your organization’s infrastructurethat is under the control of Configuration Management. A configuration item can

Understanding ServiceDesk conceptsAbout configuration items

26

represent hardware, software, or associated documentation. For example,configuration items can include services, servers, equipment, network components,desktop and mobile computers, applications, licenses, telecommunication services,and facilities.

The configuration items are modeled in the Configuration Management Database(CMDB).

See “About the Configuration Management Database (CMDB)” on page 27.

When you work a change request, you can associate it with one or moreconfiguration items. ITIL recommends that each change should reference one ormore configuration items.

About the Configuration Management Database(CMDB)

The Configuration Management Database (CMDB) is a repository of the informationthat is related to all the components or resources of an information system. Inthe ITIL context, the CMDB represents the authorized configurations of thesignificant components (configuration items) of the IT environment. For example,the CMDB can contain information about hardware, software, associateddocumentation, assets, contracts, and users.

The CMDB lets you manage the resources throughout their lifecycle, which helpsyour organization understand the relationships between these resources andtrack their configuration.

In the Symantec Management Platform, configuration items are typically referredto as resources.

See “About configuration items” on page 26.

The CMDB is a standard component of the Symantec Management Platform. CMDBSolution, which is a requirement for installing ServiceDesk, provides additionalcapabilities for managing the data in the CMDB.

For more information about CMDB Solution, see the CMDB Solution User Guide.

For a CMDB implementation to be successful, the CMDB must be able toautomatically discover and update information about the organization’s resources.The Symantec Management Platform provides the tools to perform these tasks.

Examples of the resource management tasks that can be performed are as follows:

■ Automatically discover resources such as computers and software.For example, the Symantec Management Platform can discover the computersin an organization and add them to the CMDB.

27Understanding ServiceDesk conceptsAbout the Configuration Management Database (CMDB)

■ Import resources.For example, you can import Active Directory objects, such as users, computers,sites, and subnets, into the CMDB. This feature lets you leverage the data thatalready exists in Active Directory without re-creating it. You can scheduleregular imports to keep your CMDB populated with up-to-date resources,allowing better management of your environment.

■ Create resources manually.

■ Create associations between resources.For example, associations can be created between users, computers, anddepartments.

■ Create customized actions and rules to manage and manipulate data.

See “About populating the CMDB for ServiceDesk” on page 55.

About Workflow DesignerWorkflow Designer lets an administrator customize workflows to meet the needsof the organization. With Workflow Designer, you can design workflows to applyrules, make decisions, display interfaces, interview users, and route documents.

Workflow Designer is a component of Workflow Solution. ServiceDesk is basedon Workflow Solution.

A version of Workflow Designer is included with ServiceDesk.


The Workflow Designer that is included with ServiceDesk lets you modify theServiceDesk workflows in any way that you want. However, the ability to createa new workflow or use the data integration components require an AdvancedWorkflow license.

You can install Workflow Designer at the same time and on the same computeras the ServiceDesk application software. However, Workflow Designer is typicallyinstalled on a client computer instead of the ServiceDesk server computer.

See “Installing Workflow Designer on a client computer” on page 66.

About Workflow ServerThe Workflow Server software is the server-side software that includes theworkflow extensions that are required to run the core workflow processes. Theseextensions must run on the server to which the workflows have been deployed,

Understanding ServiceDesk conceptsAbout Workflow Designer

28

which is the ServiceDesk server computer. The ServiceDesk server is sometimesreferred to as the Workflow server.

When you customize workflows and other items in Workflow Designer, you mustpublish them to the Workflow Server. Publishing is the act of moving a projectfrom the test environment to the production environment so that it can be run.

For more information about workflows, publishing, and Workflow Designer, seethe Workflow Solution User Guide.

About ServiceDesk licensesThe ServiceDesk licenses that you purchased determine the number of peoplewho can work in the ServiceDesk portal at one time. A license is consumed whena logged-on user has a ServiceDesk process view page open to work a ticket forany of the ServiceDesk processes.

The ServiceDesk licensing is IP-based. Therefore, a user can run multiple instancesof ServiceDesk on one computer but consume only one license.

When all the licenses are in use, the next user who tries to edit a ticket is deniedaccess until a license becomes available.

A license is released in the following instances:

■ When a user closes a process view page.It might take a few minutes for the license to become available.

■ When a process view page is open and inactive for a certain amount of time,and the Web session times out.IIS settings determine the timeout period.

Certain activities do not consume a license, as follows:

■ The primary contact has the process view page open for any of the tickets thatthey submitted.

■ The user is engaged in the ServiceDesk activities that are not related to a ticket.For example, a license is not consumed when the user browses documents orreads a knowledge base article.

29Understanding ServiceDesk conceptsAbout ServiceDesk licenses

Understanding ServiceDesk conceptsAbout ServiceDesk licenses

30

Introducing ServiceDesksolution software


■ About ServiceDesk solution software

■ About the ServiceDesk Solution Console page

■ Accessing the ServiceDesk Solution Console page

About ServiceDesk solution softwareThe ServiceDesk solution software is a component of the ServiceDesk product. Itis different from the ServiceDesk application software, which provides the interfacefor managing service tickets and performing other service tasks. The ServiceDesksolution software is installed on the Symantec Management Platform computerand the ServiceDesk application software is installed on the ServiceDesk servercomputer.

See “Components of ServiceDesk” on page 17.

The ServiceDesk solution software provides the following functions:

■ Management of the ServiceDesk licensesThe Symantec Installation Manager (SIM) installs the ServiceDesk solutionsoftware on the Symantec Management Platform computer and applies theServiceDesk licenses. The ServiceDesk solution software manages theconsumption of the ServiceDesk licenses.See “About ServiceDesk licenses” on page 29.

■ Downloading of the installation file that is used to install the ServiceDeskserver software on the ServiceDesk server computer.

3Chapter

The ServiceDesk server computer is different from the Symantec ManagementPlatform computer.In the Symantec Management Console, you can access a page that lets youdownload the ServiceDesk installation file to the ServiceDesk server computer.Additional files might also be available for download.

■ Creation of ServiceDesk incidents for the specific resources that are definedin the CMDB (Configuration Management Database).

■ Integration between the ServiceDesk application software and the CMDB.Web services perform the integration in real time. The web services aregenerated from a workflow project, SD.DataServices.See “About the Configuration Management Database (CMDB)” on page 27.

About the ServiceDesk Solution Console pageThe ServiceDesk Solution Console page lets you perform the following tasks:

■ View the number of ServiceDesk licenses that are available.

■ Download installation files for ServiceDesk.See “Downloading the ServiceDesk installation file” on page 62.

■ View all incidents that are associated with a resource and that have beenreported from the ServiceDesk server computer.

The ServiceDesk Solution Console page appears in the Symantec ManagementConsole.

See “Accessing the ServiceDesk Solution Console page” on page 32.

The ServiceDesk solution software is a component of the ServiceDesk product.

See “About ServiceDesk solution software” on page 31.

Accessing the ServiceDesk Solution Console pageThe ServiceDesk Solution Console page displays your ServiceDesk licenses, letsyou download installation files for ServiceDesk, and provides information aboutincidents.

See “About the ServiceDesk Solution Console page” on page 32.

Introducing ServiceDesk solution softwareAbout the ServiceDesk Solution Console page

32

To access the ServiceDesk Solution Console page

1 In the Symantec Management Console, on the Settings menu, click AllSettings.

2 In the left pane, click Service and Asset Management > ServiceDesk >ServiceDesk.

33Introducing ServiceDesk solution softwareAccessing the ServiceDesk Solution Console page

Introducing ServiceDesk solution softwareAccessing the ServiceDesk Solution Console page

34

Installing ServiceDesk

■ Chapter 4. Planning to install ServiceDesk

■ Chapter 5. Installing ServiceDesk

■ Chapter 6. Configuring the initial ServiceDesk settings

■ Chapter 7. Installing the Screen Capture Utility

■ Chapter 8. Migrating data from Altiris® Helpdesk Solution™

2Section

Planning to installServiceDesk


■ About the ServiceDesk installation

■ Installing a Symantec Management Platform product and ServiceDesk for thefirst time

■ Installing ServiceDesk 7.1 on an existing installation of the SymantecManagement Platform

■ Upgrading to the Symantec Management Platform and ServiceDesk 7.1 fromAltiris 6.x

■ Upgrading the ServiceDesk application software

■ Server requirements for the ServiceDesk installation

■ Server configuration options for the ServiceDesk installation

■ Requirements for the ServiceDesk client computers

■ Adding the ServiceDesk server computer to the Administrators group

■ About installing Symantec Management Platform products

■ About populating the CMDB for ServiceDesk

■ Information to collect for the ServiceDesk installation

4Chapter

About the ServiceDesk installationServiceDesk consists of several software components that are installed on separatecomputers.

The main software components of ServiceDesk are as follows:

■ ServiceDesk solution softwareResides on the same 64-bit server as the Symantec Management Platformproducts, which include Client Management Suite and Server ManagementSuite.

■ ServiceDesk application softwareResides on its own 64-bit server. It cannot be installed on the same computeras Helpdesk Solution.

■ Workflow DesignerCan reside on a client computer or the ServiceDesk server computer.

ServiceDesk also encompasses databases and other components.


Because of their different installation requirements, the software components ofServiceDesk have their own installation processes. The installation processes thatyou follow depend on the scenario that fits your organization’s situation.

Table 4-1 Typical scenarios for installing ServiceDesk

DescriptionScenario

No Symantec Management Platform products are installed in yourenvironment. You purchased a Symantec Management Platform7.1 product that includes ServiceDesk.

See “Installing a Symantec Management Platform product andServiceDesk for the first time” on page 39.

New installation

You have already implemented a Symantec Management Platform7.1 product. You purchased ServiceDesk solution and are ready touse it.

See “Installing ServiceDesk 7.1 on an existing installation of theSymantec Management Platform” on page 41.

Addition ofServiceDesk

You have an installation of an Altiris 6.x product that includesHelpdesk Solution 6.5. You purchased an upgrade to a SymantecManagement Platform 7.1 product and ServiceDesk 7.1.

See “Upgrading to the Symantec Management Platform andServiceDesk 7.1 from Altiris 6.x” on page 43.

Upgrade from 6.x

Planning to install ServiceDeskAbout the ServiceDesk installation

38

Table 4-1 Typical scenarios for installing ServiceDesk (continued)

DescriptionScenario

You have an installation of ServiceDesk 7.0 and an upgrade isavailable.

See “Upgrading the ServiceDesk application software” on page 69.

Upgrade from 7.0

Installing aSymantecManagement Platformproductand ServiceDesk for the first time

Use this process to install ServiceDesk when you do not have any SymantecManagement Platform products installed.

Table 4-2 lists the order in which you must complete the steps.

Table 4-2 Process for installing a Symantec Management Platform productand ServiceDesk for the first time

DescriptionProcessStep

ServiceDesk requires a Symantec Management Platform 7.1 product.

During this step, you set up the Symantec Management Platform andthe other hardware and software that is required. The SymantecManagement Platform runs on a 64-bit server.

See “Server configuration options for the ServiceDesk installation”on page 51.

For more information about the recommended hardwareconfigurations, see knowledge base article 9811, Altiris 7 Planning &Implementation Guide. It is available at the following URL:

http://www.symantec.com/docs/HOWTO9811

Set up the environment forthe Symantec ManagementPlatform product.

Step 1

39Planning to install ServiceDeskInstalling a Symantec Management Platform product and ServiceDesk for the first time


Table 4-2 Process for installing a Symantec Management Platform productand ServiceDesk for the first time (continued)


During this step, you perform the following tasks:

■ Set up a 64-bit computer as the ServiceDesk server.

This server cannot contain an installation of Helpdesk Solution.

See “System requirements for the ServiceDesk server computer”on page 49.

■ Add the ServiceDesk server computer to the Administrators groupon the SQL Server computer.

See “Adding the ServiceDesk server computer to the Administratorsgroup” on page 53.

■ Set up the SQL Server computer.

See “System requirements for the SQL Server computer”on page 50.


Set up the environment forthe ServiceDesk applicationsoftware.

Step 2


■ Use Symantec Installation Manager (SIM) to install the SymantecManagement Platform product and the ServiceDesk solutionsoftware.

See “About installing Symantec Management Platform products”on page 54.

See “About installing the ServiceDesk solution software on theSymantec Management Platform” on page 60.

■ Populate the Configuration Management Database (CMDB).

ServiceDesk uses some of the configuration items (resources) thatare defined in the CMDB. Technically, you can use ServiceDeskwithout the CMDB data, but doing so limits the amount ofinformation that can be included in incidents.

See “About the Configuration Management Database (CMDB)”on page 27.


Install the SymantecManagement Platformproduct and the ServiceDesksolution software.

Step 3

The ServiceDesk application software incorporates all the SymantecWorkflow technologies that manage service tickets, provide reportingcapabilities, and integrate with other Symantec products.

See “Installing the ServiceDesk application software” on page 61.

This step includes the initial configuration of the ServiceDeskapplication software, which you do in the ServiceDeskSetup wizard.

Install the ServiceDeskapplication software on theServiceDesk servercomputer.

Step 4

Planning to install ServiceDeskInstalling a Symantec Management Platform product and ServiceDesk for the first time

40

Table 4-2 Process for installing a Symantec Management Platform productand ServiceDesk for the first time (continued)


If you install Workflow Designer on a client computer, you must runa separate installation.


If you install Workflow Designer on the ServiceDesk server computer,you can install it at the same time as the ServiceDesk applicationsoftware.


(Optional) Install WorkflowDesigner.

Step 5

ServiceDesk provides a Screen Capture utility that lets users captureimages of their computer screens.

See “About installing the Screen Capture utility” on page 113.

(Optional) Install the ScreenCapture Utility on the clientcomputers.

Step 6

After you complete the installation and before you start to use ServiceDesk,complete the steps for configuring the ServiceDesk portal.

See “Configuring the ServiceDesk application software” on page 129.

Installing ServiceDesk 7.1 on an existing installationof the Symantec Management Platform

Use this process to install ServiceDesk when you have already implemented aSymantec Management Platform 7.1 product.

Before you begin, ensure that you meet the following prerequisites:

■ The Symantec Management Platform product is installed and implemented.See “About installing Symantec Management Platform products” on page 54.

■ The CMDB (Configuration Management Database) is populated.ServiceDesk uses some of the configuration items (resources) that are definedin the CMDB. Technically, you can use ServiceDesk without the CMDB data,but doing so limits the amount of information that can be included in incidents.See “About populating the CMDB for ServiceDesk” on page 55.


41Planning to install ServiceDeskInstalling ServiceDesk 7.1 on an existing installation of the Symantec Management Platform

Table 4-3 Process for installing ServiceDesk 7.1 on an existing installation ofthe Symantec Management Platform












Step 1

During this step, you use Symantec Installation Manager (SIM) toinstall the ServiceDesk solution software on the SymantecManagement Platform environment.


Install the ServiceDesksolution software on theSymantec ManagementPlatform.

Step 2

During this step, you use the ServiceDeskSetup wizard to install theServiceDesk application software.





Step 3






Step 4

Planning to install ServiceDeskInstalling ServiceDesk 7.1 on an existing installation of the Symantec Management Platform

42

Table 4-3 Process for installing ServiceDesk 7.1 on an existing installation ofthe Symantec Management Platform (continued)





Step 5



Upgrading to the Symantec Management Platformand ServiceDesk 7.1 from Altiris 6.x

Symantec ServiceDesk 7.1 replaces the functionality of Helpdesk Solution 6.5 andearlier. ServiceDesk does not upgrade or install over Helpdesk Solution becauseServiceDesk is installed on a different server and uses different databases.

Use this process to install ServiceDesk 7.1 when you have an installation of anAltiris 6.x product that includes Helpdesk Solution 6.5.


43Planning to install ServiceDeskUpgrading to the Symantec Management Platform and ServiceDesk 7.1 from Altiris 6.x

Table 4-4 Process for upgrading to the Symantec Management Platform andServiceDesk 7.1 from Altiris 6.x


ServiceDesk requires a Symantec Management Platform 7.1 product.


■ Upgrade your Altiris 6.x product to a Symantec ManagementPlatform 7.1 product.

The upgrade of Altiris 6.x is managed through the SymantecInstallation Manager. You can choose the solutions to upgradeduring the upgrade process.

For more information, see the Symantec Management PlatformInstallation Guide, which is available when you download theproduct.

■ Migrate any Altiris 6.x data to the Symantec Management Platform7.1 product.

For more information about migrating Altiris 6.x data, seeknowledge base article 9623, Migration of 6.x Data to SymantecManagement Platform 7.0. It is available at the following URL:


Upgrade to the SymantecManagement Platform 7.1.

Step 1











Step 2

Planning to install ServiceDeskUpgrading to the Symantec Management Platform and ServiceDesk 7.1 from Altiris 6.x

44


Table 4-4 Process for upgrading to the Symantec Management Platform andServiceDesk 7.1 from Altiris 6.x (continued)



■ Use Symantec Installation Manager (SIM) to install the ServiceDesksolution software.


■ Populate the Configuration Management Database (CMDB).

ServiceDesk uses some of the configuration items (resources) thatare defined in the CMDB. Technically, you can use ServiceDeskwithout the CMDB data, but doing so limits the amount ofinformation that can be included in incidents.

See “About the Configuration Management Database (CMDB)”on page 27.


Install the ServiceDesksolution software on theSymantec ManagementPlatform.

Step 3

During this step, you use the ServiceDesk Setup wizard to install theServiceDesk application software.





Step 4

Symantec ServiceDesk 7.1 replaces the functionality of HelpdeskSolution 6.5 and earlier. Although you cannot upgrade HelpdeskSolution directly, you can use certain Helpdesk Solution data inServiceDesk.

You can migrate the Helpdesk Solution data from the ServiceDeskSetup wizard or from the ServiceDesk portal.

See “About migrating data from Helpdesk Solution” on page 117.

Migrate data from HelpdeskSolution.

Step 5






Step 6

45Planning to install ServiceDeskUpgrading to the Symantec Management Platform and ServiceDesk 7.1 from Altiris 6.x

Table 4-4 Process for upgrading to the Symantec Management Platform andServiceDesk 7.1 from Altiris 6.x (continued)





Step 7



Upgrading the ServiceDesk application softwareUse this process to upgrade an existing instance of the ServiceDesk applicationsoftware to a maintenance release, service pack, or new version.


Table 4-5 Process for upgrading the ServiceDesk application software


If your organization has modified any workflow projects, back themup from their location on the ServiceDesk server computer before youupgrade ServiceDesk.

The default location for the workflow projects is as follows:

installation directory\altiris\Workflow

Designer\WorkflowProjects

During the upgrade, the ServiceDesk Setup wizard displays theworkflow projects that were updated for the new release. You canselect the projects to update.

If your organization modified any of the projects that are listed, youhave the following options:

■ Leave the project’s check box unchecked and do not update yourmodified project.

■ Select the check box and overwrite your modified project with theupdated version.

If you have a backup of your modified project, you can revert to itif necessary.

Back up your customizedworkflow projects.

Step 1

Planning to install ServiceDeskUpgrading the ServiceDesk application software

46

Table 4-5 Process for upgrading the ServiceDesk application software(continued)


Use Symantec Installation Manager (SIM) to upgrade the SymantecManagement Platform product and the ServiceDesk solution software.

See “About installing Symantec Management Platform products”on page 54.


Upgrade the SymantecManagement Platformproduct and the ServiceDesksolution software.

Step 2

In the Symantec Management Console, you can access a page thatlets you download the ServiceDesk installation file. Download this fileto any computer on which you plan to upgrade the ServiceDeskapplication software or Workflow Designer.

See “Downloading the ServiceDesk installation file” on page 62.

Download the updatedServiceDesk installation file.

Step 3

On the ServiceDesk server computer, run the ServiceDesk installationfile that you downloaded, which opens the ServiceDeskSetup wizard.


Upgrade the ServiceDeskapplication software.

Step 4

If Workflow Designer is installed on the same computer asServiceDesk, you can update both products at the same time. IfWorkflow Designer is installed on a different computer, run theServiceDesk installation file on that computer.


(Optional) Upgrade WorkflowDesigner.

Step 5

Server requirements for the ServiceDesk installationThe ServiceDesk installation requires that you dedicate certain servers.

Table 4-6 The dedicated servers that ServiceDesk requires

DescriptionServer

ServiceDesk requires the Symantec Management Platform 7.1 product.

See “ServiceDesk requirements for the Symantec Management Platform computer”on page 48.

For more information about the recommended hardware configurations, see knowledge basearticle 9811,Altiris 7 Planning & ImplementationGuide. It is available at the following URL:


SymantecManagementPlatform

47Planning to install ServiceDeskServer requirements for the ServiceDesk installation

https://kb.altiris.com/article.asp?article=45803&p=1

Table 4-6 The dedicated servers that ServiceDesk requires (continued)

DescriptionServer

The ServiceDesk server is a 64-bit computer that contains the ServiceDesk applicationsoftware and its workflows and processes.

This server might also be referred to as the Process Manager server or the Workflow Server.


See “System requirements for the ServiceDesk server computer” on page 49.

ServiceDesk servercomputer

The ServiceDesk databases must reside on a SQL Server computer.

See “System requirements for the SQL Server computer” on page 50.

The ServiceDesk solution software and the Symantec Management Platform can share aSQL Server computer.

SQL Server computer

You can use any of several configurations for setting up the Symantec ManagementPlatform computer, the ServiceDesk server computer, and the SQL Servercomputer.

See “Server configuration options for the ServiceDesk installation” on page 51.

ServiceDesk requirements for the Symantec Management Platformcomputer

ServiceDesk requires the Symantec Management Platform to be installed andrunning. The Symantec Management Platform must always be installed on itsown 64-bit server.

For more detailed information about the requirements for the SymantecManagement Platform computer, see the Symantec Management PlatformInstallation Guide. This guide is available when you download the SymantecManagement Platform product. After you install the product, the guide is alsoavailable from the Start menu, under Altiris > Symantec Installation Manager> Symantec Management Platform Installation Guide.

Table 4-7 ServiceDesk requirements for the Symantec Management Platformcomputer

RequirementItem

For hardware and software requirements, see theSymantecManagementPlatformInstallationGuide.

Hardware and basesoftware

Planning to install ServiceDeskServer requirements for the ServiceDesk installation

48

Table 4-7 ServiceDesk requirements for the Symantec Management Platformcomputer (continued)

RequirementItem

Symantec Management Platform 7.1 or later must be installed and running.

The installation of Symantec Management Platform is managed through the SymantecInstallation Manager.

SymantecManagementPlatform

If CMDB Solution is not already installed, it is included in the installation of the ServiceDesksolution software. You do not need to perform a separate installation.

Altiris CMDB Solution

See “Server requirements for the ServiceDesk installation” on page 47.

System requirements for the ServiceDesk server computerThe ServiceDesk application software is installed on the ServiceDesk servercomputer. This server cannot contain an installation of Helpdesk Solution.



When you install the ServiceDesk application software and SQL Server on differentcomputers, the computers must meet the following requirements:

■ Both servers must be members of the same domain.

■ This configuration must be installed in an Active Directory environment.

Table 4-8 System requirements for the ServiceDesk server computer

RequirementItem

Multi-core or multiple processors, 64-bitComputer andprocessor

Minimum: 4 GB

Minimum recommended: 8 GB

Preferred: 16 GB

RAM

Windows Server 2003 64 bit, 2008 64 bit, 2008 R2.Operating system

49Planning to install ServiceDeskServer requirements for the ServiceDesk installation

Table 4-8 System requirements for the ServiceDesk server computer(continued)

RequirementItem

The ServiceDesk server computer requires the SQL Server ADOMD.NET. This SQL Servercomponent is a Microsoft .NET Framework data provider. It facilitates communication withthe Microsoft SQL Server Analysis Services.

If SQL Server is installed on a computer that is separate from the ServiceDesk server (off-box),the ServiceDesk server requires the following SQL Server components:

■ SQL Management Objects

This component of SQL Server is part of the SQL Server 2005 Management ObjectsCollection. You can download the Management Objects Collection installation from theMicrosoft Web site. The file name is SQLServer2005_XMO_x64.msi.

■ SQL Native client

This component is a prerequisite for installing the SQL Management Objects.

SQL Servercomponents

IIS 6 or 7Microsoft InternetInformation Services(IIS)

.NET 3.5 with ASP.NET.NET Framework

ServiceDesk is intended to work with all of the major Internet browsers.

We have tested ServiceDesk with the following browsers:

■ Microsoft Internet Explorer 7 or later

■ Mozilla Firefox 2 or later

■ Safari 3 or later

Internet browser

The ServiceDesk server computer must be a member of the Administrators group on theSQL Server computer.

See “Adding the ServiceDesk server computer to the Administrators group” on page 53.

Additionalrequirement

System requirements for the SQL Server computerServiceDesk requires an installation of Microsoft SQL Server.



When you install the ServiceDesk application software and SQL Server on differentcomputers, the computers must meet the following requirements:

Planning to install ServiceDeskServer requirements for the ServiceDesk installation

50

■ Both servers must be members of the same domain.

■ This configuration must be installed in an Active Directory environment.

Table 4-9 System requirements for the SQL Server computer

RequirementItem

32-bit or 64-bitProcessor

ServiceDesk requires the following components of Microsoft SQL Server:

■ SQL Server 2005 Standard or Enterprise

■ SQL Server 2008 Standard or Enterprise

■ SQL Server Reporting Services 2005 or later

■ SQL Server Analysis Services 2005 or later

■ SQL Server 2005 Service Pack 2 or Service Pack 3

Database

When you use one SQL Server computer for both the Symantec Management Platform andthe ServiceDesk application software, follow the platform’s SQL Server requirements.

For more information about the recommended hardware configurations for the SymantecManagement Platform, see knowledge base article 9811,Altiris 7Planning& ImplementationGuide. It is available at the following URL:


Additionalrequirements

Server configuration options for the ServiceDeskinstallation

The ServiceDesk installation requires that you dedicate certain servers: a SymantecManagement Platform computer, a ServiceDesk server computer, and a SQL Servercomputer.


The server configuration that you use for a ServiceDesk installation depends onyour environment, datacenter design, and budget.

A server configuration is valid if it meets the followingrequirements:

■ Microsoft SQL Server is installed on either a 32-bit server ora 64-bit server.

■ The Symantec Management Platform and the ServiceDesksolution software are installed on the same 64-bit server.

■ The ServiceDesk application software is installed on a 64-bitserver.

Requirements for serverconfigurations

51Planning to install ServiceDeskServer configuration options for the ServiceDesk installation


The most commonly-used configurations are as follows:

■ SQL Server is installed off-box for both the SymantecManagement Platform and the ServiceDesk applicationsoftware.

See Figure 4-1.

■ The Symantec Management Platform and the ServiceDeskapplication software share an off-box SQL Server installation.

See Figure 4-2.

Typical serverconfigurations

Examples of additional configurations are as follows:

■ SQL Server is installed off-box for either the SymantecManagement Platform or the ServiceDesk applicationsoftware.

■ SQL Server is installed on-box for either the SymantecManagement Platform or the ServiceDesk application softwareor both.

■ One of the applications uses an on-box installation of SQLServer and shares it with the other application.

■ One of the applications uses an on-box installation of SQLServer and the other application uses an off-box installationof SQL Server.

Additional serverconfigurations

Figure 4-1 Both Symantec Management Platform and ServiceDesk have theirown off-box SQL Server computer

Notification Server(SymantecManagementPlatform)

SQL Server

ServiceDesk Server

SQL Server

Planning to install ServiceDeskServer configuration options for the ServiceDesk installation

52

Figure 4-2 Symantec Management Platform and ServiceDesk share an off-boxSQL Server computer

Notification Server(SymantecManagementPlatform)

SQL Server ServiceDesk Server

Requirements for the ServiceDesk client computersThe client computers access ServiceDesk from an Internet browser. ServiceDeskis intended to work with all the major Internet browsers.

We have tested ServiceDesk with the following browsers:

■ Microsoft Internet Explorer 7 or later

■ Mozilla Firefox 2 or later

■ Safari 3 or later


Adding the ServiceDesk server computer to theAdministrators group

Before you install the ServiceDesk application software, you must add theServiceDesk server computer to the Administrators group on the SQL Servercomputer.

This task is part of the process for setting up the environment for the ServiceDeskapplication software.

See “Installing a Symantec Management Platform product and ServiceDesk forthe first time” on page 39.

See “Installing ServiceDesk 7.1 on an existing installation of the SymantecManagement Platform” on page 41.

See “Upgrading to the Symantec Management Platform and ServiceDesk 7.1 fromAltiris 6.x” on page 43.

Before you begin, ensure that you have set up the ServiceDesk server computer.

53Planning to install ServiceDeskRequirements for the ServiceDesk client computers

See “System requirements for the ServiceDesk server computer” on page 49.

To add the ServiceDesk server computer to the Administrators group

1 On the SQL Server computer, on either the Start menu or the desktop,right-click My Computer and then click Manage.

2 On the Computer Management page, in the left pane, click Local Users andGroups > Groups.

3 In the right pane, double-click Administrators.

4 In the Administrators Properties dialog box, click Add.

5 In the Select Users, Computers, or Groups dialog box, click Object Types,and then if you are prompted, enter your network password.

6 In the Object Types dialog box, click Computers, and then click OK.

7 In the SelectUsers,Computers,orGroups dialog box, in Enterobjectnamesto select, type the domain name and the name of the ServiceDesk servercomputer as follows:

domain\host-name

8 To verify that the name resolves correctly, click Check Names.

9 If the test is successful, click OK.

10 Close the Computer Management page.

About installing Symantec Management Platformproducts

ServiceDesk requires a completed installation and implementation of a SymantecManagement Platform 7.1 product. Such products include Client ManagementSuite and Server Management Suite.

See “About the ServiceDesk installation” on page 38.

The Symantec Installation Manager (SIM) handles the installation and initialconfiguration of the Symantec Management Platform products. This easy-to-usewizard verifies installation readiness and steps you through the productinstallation and configuration.

If you need to install or uninstall any Symantec Management Platform productafter the initial installation, Symantec Installation Manager is available in theSymantec Management Console.

For more information, see the SymantecManagementPlatform InstallationGuide,which is available when you download the Symantec Management Platform

Planning to install ServiceDeskAbout installing Symantec Management Platform products

54

product. After you install the product, it is also available from the Windows Startmenu, under Altiris>SymantecInstallationManager>SymantecManagementPlatform Installation Guide.

About populating the CMDB for ServiceDeskThe Configuration Management Database (CMDB) represents the authorizedconfigurations of the significant components (configuration items) of the ITenvironment. For example, the CMDB can contain information about hardware,software, associated documentation, assets, and contracts.


In the Symantec Management Platform, configuration items are typically referredto as resources.

See “About configuration items” on page 26.

ServiceDesk uses the following configuration items (resources) that are definedin the CMDB: equipment, locations, and services. This information providesadditional details to incidents that can help the resolution. For example, duringthe creation of an incident, the technician can select the user’s location and anyrelated configuration items that the issue affects.

Technically, you can use ServiceDesk without the CMDB data, but doing so limitsthe amount of information that can be included in incidents. For example, if theCMDB does not contain equipment data, the user cannot specify the affectedequipment in the incident.

If you upgrade from a 6.x Altiris product, the CMDB is upgraded at the same time.Otherwise, you must populate it after you install the Symantec ManagementPlatform.

For more information about populating the CMDB, see theSymantecManagementPlatform User Guide or the CMDB Solution User Guide.

Examples of how you can add resource data to the CMDB are as follows:

■ Create the resources manually.

■ Discover computers.

■ Import computers from Active Directory.

■ Discover network devices.For example, the Network Discovery function can discover routers, switches,network printers, Novell NetWare servers, and the computers that runWindows, UNIX, Linux, and Macintosh.

■ Import resource associations from Active Directory.

55Planning to install ServiceDeskAbout populating the CMDB for ServiceDesk

Microsoft Active Directory not only stores objects, it also stores relationshipsbetween objects. Microsoft Active Directory Import can extract theserelationships from Active Directory and create the appropriate resources andresource associations in the CMDB

■ Import data from several other solutions in the Symantec ManagementPlatform.For example, you can import software resources from Inventory Solution.

Information to collect for the ServiceDesk installationDuring the ServiceDesk installation and initial configuration, you must entercertain information about your environment and the type of installation that youplan to perform. Collecting this information is a step in the process for installingthe ServiceDesk application software.


Table 4-10 Information to collect for the ServiceDesk implementation

DescriptionItem

The IP address, fully qualified domain name, or common name of the computer on whichthe Symantec Management Platform is installed.

Notification Servercomputer name

The domain name of the computer on which the Symantec Management Platform isinstalled.

Notification Serverdomain name

The user name and password with which the ServiceDesk server computer can access theSymantec Management Platform computer.

Symantec ManagementPlatform computercredentials

The name of the Web site from which users can access the ServiceDesk portal. You mustuse the Web site name as it is listed in IIS.

Web site name

The IP address and the fully qualified domain name of the ServiceDesk server computer.Base URL of theServiceDesk server

The IP address or the domain name of the computer on which to install the Process Managerdatabase.

It must reside on the SQL server.

Data source for theProcess Managerdatabase

The user name and password of the administrator who can access the Process Managerdatabase.

Process Manageradministrator

Planning to install ServiceDeskInformation to collect for the ServiceDesk installation

56

Table 4-10 Information to collect for the ServiceDesk implementation(continued)

DescriptionItem

(Optional) The IP address or the domain name of the computer on which to install thereplication database. This information is required if you plan to replicate the ProcessManager database.

The replication database typically resides on the same SQL Server computer as the ProcessManager database.

Data source for thereplication database

The authentication method for ServiceDesk to connect to the Process Manager database.The options are Windows Integrated Security or MS SQL Server Security.

If you plan to replicate the Process Manager database, you also need this information forthe replication database.

Connectionauthentication method

If you plan to use Active Directory to authenticate the users who log on to ServiceDesk,you need to collect the following information:

■ Domain name of the Active Directory server computer

■ Email domain name

Your organization’s email domain name, such as domain.com

■ Credentials for Active Directory

The user name and password of an account that can connect to the Active Directoryand retrieve user information.

Active Directoryinformation

■ The name of the email server from which ServiceDesk receives inbound email.

■ (Optional) The name of the email server to monitor for incoming incidents.

Obtain this server name if you plan to use the ServiceDesk Inbox monitoring tool.

Email server addresses

■ The email address from which ServiceDesk sends notification emails.

■ (Optional) The email address and password of the mailbox to monitor for incomingincidents.

Obtain this address if you plan to use the ServiceDesk Inbox monitoring tool. It shouldbe the same as the email address for sending emails.

Email addresses

The protocol and port for the email transmissions between ServiceDesk and users.Email protocol and port

57Planning to install ServiceDeskInformation to collect for the ServiceDesk installation

Planning to install ServiceDeskInformation to collect for the ServiceDesk installation

58

Installing ServiceDesk


■ About installing the ServiceDesk solution software on the SymantecManagement Platform

■ Installing the ServiceDesk application software

■ Downloading the ServiceDesk installation file

■ Installing the ServiceDesk application software on the ServiceDesk servercomputer

■ Installing Workflow Designer on a client computer

■ Upgrading the ServiceDesk application software

■ Setting ServiceDesk post-migration properties

■ Maintenance page

■ Server Roles page

■ Install Location page

■ Server Configuration page

■ Workflow Designer Tasks page

■ Notification Server Credentials page

■ Database Connection page

■ Database Configuration page

■ Database Replication page

■ System Accounts Access page

5Chapter

■ Process Manager Configuration page

■ Process Manager Authentication page

■ Active Directory Server dialog box

■ Active Directory Container dialog box

■ Workflow Persistence page

■ Symbus ORM page

■ System Check page

About installing the ServiceDesk solution softwareon the Symantec Management Platform

Install the ServiceDesk solution software on the Symantec Management Platformbefore you install any other part of the ServiceDesk product. The ServiceDesksolution software is installed from Symantec Installation Manager.

The Symantec Installation Manager (SIM) handles the installation and initialconfiguration of the Symantec Management Platform. This easy-to-use wizardverifies installation readiness and steps you through the product installation andconfiguration

For more information, see the SymantecManagementPlatform InstallationGuide,which is available when you download the Symantec Management Platformproduct. After you install the product, it is also available from the Windows Startmenu, under Altiris>SymantecInstallationManager>SymantecManagementPlatform Installation Guide.

You can install the ServiceDesk solution software at the same time as the SymantecManagement Platform, or you can install it any time thereafter.

This installation is a step in the process for installing ServiceDesk.





Installing ServiceDeskAbout installing the ServiceDesk solution software on the Symantec Management Platform

60

Installing the ServiceDesk application softwareThe ServiceDesk application software incorporates all the Symantec Workflowtechnologies that manage service tickets, provide reporting capabilities, andintegrate with other Symantec products.

The ServiceDesk application software is installed on the ServiceDesk servercomputer. It cannot be installed on the same computer as Helpdesk Solution.

This installation is a step in the process for installing ServiceDesk.




Before you begin, ensure that the following prerequisites are met:

■ The ServiceDesk solution software is installed on the Symantec ManagementPlatform.See “About installing the ServiceDesk solution software on the SymantecManagement Platform” on page 60.

■ The ServiceDesk server, the SQL server, and the ServiceDesk client computersare configured.See “Server requirements for the ServiceDesk installation” on page 47.

■ The information that you need for the installation is available.See “Information to collect for the ServiceDesk installation” on page 56.

Table 5-1 Process for installing the ServiceDesk application software

DescriptionActionStep

During the ServiceDesk installation and initial configuration, youmust enter certain information about your environment and the typeof installation that you plan to perform.

See “Information to collect for the ServiceDesk installation”on page 56.

Collect the information thatyou need for the ServiceDeskinstallation and initialconfiguration.

Step 1

In the Symantec Management Console, you can access a page thatlets you download the ServiceDesk installation file. Download this fileto any computer on which you plan to install the ServiceDeskapplication software or Workflow Designer.

See “Downloading the ServiceDesk installation file” on page 62.

Download the ServiceDeskinstallation file.

Step 2

61Installing ServiceDeskInstalling the ServiceDesk application software

Table 5-1 Process for installing the ServiceDesk application software(continued)


Run the ServiceDesk installation file that you downloaded, whichopens the ServiceDesk Setup wizard.

See “Installing the ServiceDesk application software on theServiceDesk server computer” on page 63.

Install the ServiceDeskapplication software.

Step 3

When the installation segment of the ServiceDesk Setup wizardfinishes, the configuration segment starts. This segment of the wizardlets you configure the settings for installing ServiceDesk and itsdatabases.

See “Configuring the ServiceDesk application software duringinstallation” on page 92.

Configure the initialServiceDesk settings.

Step 4

Downloading the ServiceDesk installation fileThe installation of the ServiceDesk solution software on the SymantecManagement Platform includes the ServiceDesk installation file. You use the sameinstallation file to install both the ServiceDesk application software and WorkflowDesigner.

In the Symantec Management Console, you can access a page that lets youdownload the ServiceDesk installation file. Download this file to any computeron which you plan to install the ServiceDesk application software or WorkflowDesigner.

This task is a step in the process for installing the ServiceDesk applicationsoftware.


Before you begin, ensure that the ServiceDesk solution software is installed onthe Notification Server computer.

See “About installing the ServiceDesk solution software on the SymantecManagement Platform” on page 60.

To download the ServiceDesk installation file

1 In the SymantecManagementConsole, on the Settings menu, click Settings> All Settings.


Installing ServiceDeskDownloading the ServiceDesk installation file

62

3 On the ServiceDesk Solution Console page, under Download ServiceDeskInstaller, click the Altiris.ServiceDesk.2009.exe link.

4 In the File Download - Security Warning dialog box, specify the location todownload the file to, and then click OK.

5 When the download finishes, you can close the ServiceDeskSolutionConsolepage.

Installing the ServiceDesk application software onthe ServiceDesk server computer

The ServiceDesk Setup wizard guides you through the installation of theServiceDesk application software on the ServiceDesk server computer. It installsthe ServiceDesk application software, creates the Process Manager, Analysis, andWorkflow databases, and configures the settings for connecting to the databases.

This task is a step in the process for installing ServiceDesk.



■ The information that you need for the installation is available.See “Information to collect for the ServiceDesk installation” on page 56.

■ The ServiceDesk installation file is available on the ServiceDesk servercomputer.See “Downloading the ServiceDesk installation file” on page 62.

You can install Workflow Designer at the same time and on the same computeras ServiceDesk. However, Workflow Designer is typically installed on a clientcomputer instead of the ServiceDesk server computer. This procedure assumesthat you plan to install Workflow Designer separately.


To install the ServiceDesk application software

1 On the ServiceDesk server computer, in the location to which you downloadedthe installation file, double-click the following shortcut:

Altiris.ServiceDesk.2009.exe

2 If a message tells you that the server does not meet all the requirements,close the installation and install the missing item or items.

3 On the LicenseAgreement page, review the license agreement, and then clickI Agree.

63Installing ServiceDeskInstalling the ServiceDesk application software on the ServiceDesk server computer

4 On the Maintenance page, click New Install.

See “Maintenance page” on page 72.

5 On the Server Roles page, specify the following information:

■ The roles to grant to the server on which you perform this installationThe roles that you select determine the pages that appear during theinstallation.

■ Whether to configure advanced settings during the installation or use thedefaultsWhen you choose to configure the advanced settings, additional pagesappear in the ServiceDeskSetup wizard. If you do not choose this option,the default settings are used in those instances. These advanced settingspages are indicated in this procedure.

■ Whether to import the installation settings from an XML settings file thatwas created during a previous installation.Typically, you use this settings file for support purposes or when you needto reinstall ServiceDesk. If you select this option, the saved settings appearon the ServiceDesk Setup wizard pages as you step through theinstallation.

See “Server Roles page” on page 73.

When you complete this page, click Next.

6 If the IIS Restart Confirmation page appears, click Next to restart IIS(Internet Information Services).

This IIS restart is required if you are prompted to perform it.

Warning: Any sessions that are currently running are lost when IIS restarts.

7 Step through the wizard pages and on each one, enter the appropriateinformation, and then click Next, as follows:

■ Install Location page(Advanced Settings only) Specify the ServiceDesk installation folder andthe Start menu folder for the ServiceDesk shortcuts.See “Install Location page” on page 75.

■ Server Configuration pageSpecify the Web site and URL to use for connecting to the ServiceDeskserver computer. Also decide whether to run the Task Tray Applicationafter the installation.See “Server Configuration page” on page 76.

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64

■ Notification Server Credentials pageSpecify the Symantec Management Platform computer that ServiceDeskaccesses and the user credentials for accessing the server.The credentials must be for a user who has administrative rights.See “Notification Server Credentials page” on page 77.

■ Database Connection pageConfigure the settings for creating the Process Manager database.This database must reside on the SQL server.See “Database Connection page” on page 78.

■ Database Configuration pageSpecify whether to create a new Process Manager database or update anexisting one.See “Database Configuration page” on page 79.

■ Database Replication page(Advanced Settings only) Specify whether to replicate the Process Managerdatabase.You can replicate the data for archiving purposes or for historical datareporting.See “Database Replication page” on page 80.

■ System Accounts Access page(Advanced Settings only) Specify which accounts on your system aregranted access to the Process Manager database.These accounts are used to run queries on the database.If you install ServiceDesk in a dual-server environment and you grant theASPNET account access to the Process Manager database, the installationfails. If this installation is for a dual-server environment, be sure touncheck the ASPNET check box.See “System Accounts Access page” on page 81.

■ Process Manager Configuration page(Advanced Settings only) Specify the name of the Process Manager virtualdirectory and other preferences.See “Process Manager Configuration page” on page 82.

■ Process Manager Authentication pageDefine the ServiceDesk administrator’s credentials and the method forauthenticating the users who log on to ServiceDesk.See “Process Manager Authentication page” on page 82.


65Installing ServiceDeskInstalling the ServiceDesk application software on the ServiceDesk server computer

(Advanced Settings only) Specify where to store workflow details such astask assignments and deadlines.See “Workflow Persistence page” on page 86.

■ Symbus ORM Settings page(Advanced Settings only) Configure the settings that specify how to enablecommunications between the Process Manager database and the workflowdetails.The workflow details include data such as task assignments and deadlines.See “Symbus ORM page” on page 87.

■ System Check pageReview the results of the system checks that the ServiceDesk installationperforms. You can view descriptions of any warnings and failures and youcan also save those descriptions to a log file.See “System Check page” on page 88.

8 On the Ready to Install page, review all the installation settings that youentered, and then take one of the following actions:

Click Install.If the settings arecorrect

Click Back to back up through the setup wizard and changethem.

If any of the settings arenot correct

9 On the Installing page, you can view the installation’s status.

To see the installation status in detail, click Details.

10 When the installation finishes, on the Installing page, click Next to start theconfiguration segment of the wizard.

See “Configuring the ServiceDesk application software during installation”on page 92.

Installing Workflow Designer on a client computerYou can install Workflow Designer at the same time and on the same computeras ServiceDesk. However, Workflow Designer is typically installed on a clientcomputer instead of the ServiceDesk server computer. This procedure helps youinstall Workflow Designer separately.

This task is an optional step in the process for installing ServiceDesk.

Installing ServiceDeskInstalling Workflow Designer on a client computer

66

See “Installing the ServiceDesk application software on the ServiceDesk servercomputer” on page 63.

To install Workflow Designer on a client computer

1 On the client computer, double-click the following shortcut:


2 On the License Agreement page, review the license agreement , and thenclick I Agree.



4 On the Server Roles page, specify the following required information:

■ Workflow ServerSee “About Workflow Server” on page 28.

■ Workflow Designer


5 (Optional) On the Server Roles page, select any of the following options:

(Optional) Lets you configure advanced settings bydisplaying additional pages during the installation.Otherwise, default settings are used.

Show AdvancedSettings DuringInstallation

(Optional) Opens the Open dialog box, in which you canselect a saved settings file to use predefined installationsettings.

Typically, you use this settings file for support purposes orwhen you need to reinstall Workflow Solution. If you selectthis option, the saved settings appear on the ServiceDeskSetup wizard pages as you step through the installation.

Use Settings File

When you complete the Server Roles page, click Next.

6 Step through the wizard pages and on each one, enter the appropriateinformation, and then click Next, as follows:

■ Install Location page(Advanced Settings only) Specify the Workflow Designer installationfolder and the Start menu folder for the Workflow Designer shortcuts.See “Install Location page” on page 75.

■ Server Configuration page

67Installing ServiceDeskInstalling Workflow Designer on a client computer

Specify the Web site and URL to use for connecting to the ServiceDeskserver computer. Also decide whether to run the Task Tray Applicationafter the installation.See “Server Configuration page” on page 76.

■ Workflow Designer Tasks page(Advanced Settings only) Configure the settings.See “Workflow Designer Tasks page” on page 76.

■ Notification Server Credentials pageSpecify the Symantec Management Platform computer that ServiceDeskaccesses and the user credentials for accessing the server.See “Notification Server Credentials page” on page 77.

■ Workflow Persistence page(Advanced Settings only) Specify where to store workflow details such astask assignments and deadlines.See “Workflow Persistence page” on page 86.









9 When the installation finishes, you can click Finish to close the installation.

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Upgrading the ServiceDesk application softwareWhen a ServiceDesk upgrade is available, you can use the ServiceDesk installationfile to upgrade the ServiceDesk application software or Workflow Designer. Youcan upgrade an existing ServiceDesk installation or create a new updatedServiceDesk installation and pair it with an existing database.

Creating a clean ServiceDesk 7.1 installation is recommended due to the changesin recommended base operating system requirements and recommended databaseserver requirements. Additionally, your existing ServiceDesk 7.0 installationremains intact and operational as you migrate your customizations to the newplatform.

If Workflow Designer is installed on the same computer as ServiceDesk, you canupdate both products at the same time. If Workflow Designer is installed on adifferent computer, you can use this procedure to upgrade it on that computer.

The ServiceDesk Setup wizard scans the computer to determine the existingServiceDesk settings and it maintains those settings through the upgrade process.The wizard does not display the settings pages by default. However, if you wantto change any settings, when you reach the Ready to Install page, you can backup through the settings pages. You can change any of the existing settings exceptthose that appear on the Server Roles page.

During the upgrade, the ServiceDesk Setup wizard displays the workflow projectsthat were updated for the new release. You can select the projects to update.

If your organization modified any of the projects that are listed, you have thefollowing options:

■ Leave the project’s check box unchecked and do not update your modifiedproject.

■ Select the check box and overwrite your modified project with the updatedversion.If you have a backup of your modified project, you can revert to it if necessary.

This task is a step in the process for upgrading ServiceDesk.



■ Any workflow projects that your organization has customized are backed up.

■ Symantec Management Platform 7.1 is installed.

■ The ServiceDesk installation file is available on the ServiceDesk servercomputer.See “Downloading the ServiceDesk installation file” on page 62.

69Installing ServiceDeskUpgrading the ServiceDesk application software

Note: Symantec recommends that you back up your SQL database before youattempt an upgrade.

Upgrading the ServiceDesk application software





4 On the Maintenance page, click Upgrade, and then click Next.

Do not choose New Installation when you upgrade a previous version ofServiceDesk application software. Choosing New Installation corrupts yourServiceDesk installation. Always choose Upgrade to update your ServiceDeskapplication software.


5 On the Upgrade Projects page, select the check box next to each Workflowproject to upgrade, and then click Next.

This page lists all the Workflow projects that have been updated for the newrelease. The projects that you select replace the corresponding projects thatyou have installed, including any projects that your organization customized.

6 On the Ready to Install page, review all the installation settings, and thentake one of the following actions:


Click Prev to back up through the wizard and change them.

You can change any of the existing settings except thosethat appear on the Server Roles page.


7 On the Installing page, view the installation’s status.


8 When the installation finishes, click Next to close the installation.

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70

Migrating the ServiceDesk application software to a new platform

1 Back up your ServiceDesk 7.0 Ensemble database on your existing SQL Server.

2 Restore your backed up ServiceDesk 7.0 Ensemble database on your new SQLServer 2008.

3 Install ServiceDesk 7.1 application software on your new Windows 2008Server.

See “Installing the ServiceDesk application software on the ServiceDeskserver computer” on page 63.

When the installer asks for SQL Server credentials and database name, enterthe restored Ensemble database location and credentials.

Verify that all installer settings are correct for the new environment.

4 Close the Post Installation Wizard without entering any data.

5 Navigate to http://newservername/UpgradePIWSetup and complete thewizard.

6 Modify ServiceDesk 7.1 properties to reflect the new environment.

See “Setting ServiceDesk post-migration properties” on page 71.

■ Application properties

■ Active Directory Settings

■ Users and Groups

■ Reports

The settings and resources that aremigrated

■ Custom Logos

■ Modified Workflow projects

The settings and resources that are notmigrated

Setting ServiceDesk post-migration propertiesYou can finalize ServiceDesk properties after migration.

Setting ServiceDesk post-migration properties

1 Log on to Process Manager as an Administrator.

2 Navigate to Admin>Data>ApplicationProperties and update all propertiesthat reference the old ServiceDesk server, including the Process URLs.

71Installing ServiceDeskSetting ServiceDesk post-migration properties

3 Restart Workflow Server Extensions.

To restart Workflow Server Extensions, right-click on the Workflow TaskTray Tool in the notification area and choose Restart Workflow ServerExtensions.

4 Restart IIS.

To restart IIS, navigate to Start Menu > Run, enter restartiis, and clickOK.

Maintenance pageThis page lets you specify the type of ServiceDesk installation to perform and thelevel of settings that you configure. This page appears during the ServiceDeskinstallation.


Table 5-2 Options on the Maintenance page

DescriptionOption

Performs a complete, new installation.

See “Installing a Symantec Management Platform product and ServiceDesk for the firsttime” on page 39.

New Install

Upgrades the existing instance of the ServiceDesk application software or WorkflowDesigner to a new version.


Upgrade

Uninstalls the ServiceDesk application software or Workflow Designer. For example, youmight want to move the ServiceDesk application software to a different ServiceDesk servercomputer.

This procedure uninstalls the ServiceDesk application software and the Workflow Designersoftware only. It does not uninstall any of the ServiceDesk databases.

The ability to uninstall ServiceDesk is available in ServiceDesk 7.0 MR1 or later.

See “Uninstalling ServiceDesk from the ServiceDesk server computer” on page 110.

Uninstall

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Table 5-2 Options on the Maintenance page (continued)

DescriptionOption

Lets you import the installation settings from an XML settings file that was created duringa previous installation.

When you select this option, the Open dialog box opens, in which you can select a savedsettings file.

The settings file is created during a ServiceDesk installation, on the System Check page.It contains all the settings that were used for the installation.

Typically, you use this settings file for support purposes or when you need to reinstallServiceDesk. If you select this option, the saved settings appear on the ServiceDeskSetupwizard pages as you step through the installation.

This option does not apply to upgrades or uninstalls.

Use Settings File

Lets you configure advanced settings by displaying additional pages during the installation.If you do not choose this option, the default settings are used in those instances.

When you select this option, the following pages and settings appear:

■ Install LocationSee “Install Location page” on page 75.

■ Workflow Designer TasksSee “Workflow Designer Tasks page” on page 76.

■ Database ReplicationSee “Database Replication page” on page 80.

■ System Accounts AccessSee “System Accounts Access page” on page 81.

■ Process Manager ConfigurationSee “Process Manager Configuration page” on page 82.

■ Workflow PersistenceSee “Workflow Persistence page” on page 86.

■ Symbus ORMSee “Symbus ORM page” on page 87.

This option does not apply to upgrades or uninstalls.

Show AdvancedSettings DuringInstallation

Server Roles pageThis page lets you specify the items to include and the settings to use when youinstall ServiceDesk. This page appears during the ServiceDesk installation.


73Installing ServiceDeskServer Roles page

The roles that you select determine the pages that appear during the remainderof the installation.

Table 5-3 Options on the Server Roles page

DescriptionOption

Installs Workflow Server.

The Workflow Server software is the server-side software that includes the workflowextensions that are required to run the core workflow processes. These extensions mustrun on the server to which the workflows have been deployed, which is the ServiceDeskserver computer.

Workflow Server is required for a ServiceDesk installation, and recommended for aWorkflow Designer installation.

See “About Workflow Server” on page 28.

Workflow Server

Enables the timeouts and escalations of tickets in the ServiceDesk portal.

This option does not apply to Workflow Designer.

BackgroundProcessing

Installs Workflow Designer.

Workflow Designer is typically installed on a client computer rather than on theServiceDesk server computer. When you install Workflow Designer only, uncheck all theother roles.



Workflow Designer

Lets you specify which of the core ServiceDesk processes to install as follows:

■ Incident ManagementProvides a process for submitting and resolving incidents. Lets the users submitincidents and lets the Support workers respond to and resolve the incidents.

■ Change ManagementStandardizes the methods and procedures for handling changes in the organizationto minimize the effect of those changes on service.

■ Problem ManagementMinimizes the effects of incidents and problems by letting you track and diagnoseproblems and publish known errors to help with future resolutions.

For more information, see the topics about these processes in the ServiceDeskUserGuide.

ServiceDesk ITIL Core

Lets you set up the Process Manager (ServiceDesk) database. The database is required forthe ServiceDesk installation.


ServiceDesk PortalDatabase

Installing ServiceDeskServer Roles page

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Table 5-3 Options on the Server Roles page (continued)

DescriptionOption

Lets you install the ServiceDesk portal, which is the interface for using ServiceDesk. Theportal and the portal core are required for the ServiceDesk installation.


ServiceDesk Portal

ServiceDesk PortalCore

Install Location pageThis page lets you specify the ServiceDesk installation folder and the Start menufolder for the ServiceDesk shortcuts. This page appears during the ServiceDeskinstallation but only if you clicked the Show Advanced Settings DuringInstallation option on the Server Roles page.


Table 5-4 Options on the Install Location page

DescriptionOption

Specifies where to install ServiceDesk or Workflow Designer.You can leave the default or type a new folder name.

The default installation folders are as follows:

■ drive:\program files

folder\Altiris\ServiceDesk7

■ drive:\program files folder\Altiris\Workflow

Designer

Install Location

Determines whether shortcuts for ServiceDesk are installed onthe Start menu on the ServiceDesk server computer.

The options are as follows:

■ You can select or type the folder name in the Start menu inwhich to create the ServiceDesk shortcuts.

Most organizations use this option.

■ You can check Do not create shortcuts.

This option is used in rare cases only.

The setting for placing shortcuts on the Desktop or the QuickLaunch toolbar are configured on the Process ManagerConfiguration page.

See “Process Manager Configuration page” on page 82.

Start Menu Folder

75Installing ServiceDeskInstall Location page

Server Configuration pageThis page lets you configure information for connecting to the ServiceDesk servercomputer. This page appears during the ServiceDesk installation.


Table 5-5 Options on the Server Configuration page

DescriptionOption

Lets you specify the Web site from which users can access theServiceDesk portal. You must use the Web site name as it is listedin IIS.

The drop-down list contains the Web sites that are available inIIS.

Warning:Do not add a backslash at the end of the Web site name.The installation process adds the backslash automatically so ifyou add one too, the address contains two backslashes, andbecomes invalid.

Web Site

Lets you specify the IP address or the domain name of theServiceDesk server computer.

If you type this information, be sure that it is resolvable.

The base URL lets the server calculate the links that are usedthroughout ServiceDesk.

Base URL

Runs the Task Tray Application when the installation finishes.

This application runs in the task tray and provides access to theshortcuts that let you administer and troubleshoot the WorkflowDesigner and ServiceDesk installations.

Run when installationcompletes

Workflow Designer Tasks pageLets you configure Workflow Designer settings when you install WorkflowDesigner.

This page appears during the ServiceDesk installation but only if you clicked theWorkflowDesigner option and the ShowAdvancedSettingsDuringInstallationoption on the Server Roles page.


Installing ServiceDeskServer Configuration page

76

Table 5-6 Options on the Workflow Designer Tasks page

DescriptionOption

Places the shortcut to the Workflow Designer program on theDesktop of the computer on which you install Workflow Designer.

Desktop

Places the shortcut to the Workflow Designer program on theQuick Launch toolbar of the computer on which you installWorkflow Designer.

Quick Launch

Starts Workflow Designer.Run when installationcompletes

Lets you use the Tool Preferences and retain the workflowprojects from an earlier version of Workflow Designer when youupgrade to Workflow Designer 7.1.

Use Old ToolPreferences

Notification Server Credentials pageThis page lets you identify the Symantec Management Platform computer thatServiceDesk accesses. This page appears during the ServiceDesk installation.


Notification Server is part of the Symantec Management Platform. The NotificationServer computer is the server on which the Symantec Management Platform isinstalled.

Table 5-7 Options on the Notification Server Credentials page

DescriptionOption

Lets you specify the name of the Symantec Management Platformcomputer.

If your organization uses multiple Symantec ManagementPlatform computers, be sure to specify the main SymantecManagement Platform computer that contains all your asset andCMDB configurations.

Name of theNotification Servercomputer

Lets you specify the domain to which the Symantec ManagementPlatform computer belongs.

You can leave this box blank.

Domain

77Installing ServiceDeskNotification Server Credentials page

Table 5-7 Options on the Notification Server Credentials page (continued)

DescriptionOption

Lets you enter the credentials that the ServiceDesk servercomputer can use to interact with the Symantec ManagementPlatform computer. The credentials must be for a user who hasadministrative rights.

User name

Password

Lets you use the HTTPS protocol to connect to the SymantecManagement Platform computer.

Use HTTPS

Database Connection pageThis page lets you configure the settings for creating the Process Managerdatabase. This page appears during the ServiceDesk installation.


The Process Manager database stores the Process Manager details such as groups,users, and permissions.

Table 5-8 Options on the Database Connection page

DescriptionOption

Lets you type the IP address or the domain name of the computer on which to install theProcess Manager database.

This database must reside on the SQL Server computer.

Data Source

Lets you name the Process Manager database. The default name is ProcessManager.Data Base

Installing ServiceDeskDatabase Connection page

78

Table 5-8 Options on the Database Connection page (continued)

DescriptionOption

Lets you specify the authentication method for ServiceDesk to connect to the ProcessManager database.


■ Windows Integrated SecurityLets you use a domain account, which is the most common authentication method.

If you installed SQL Server on its own server, you must select this option. Due to alimitation in Analysis Services, Windows authentication is required for the databasereporting to work in an off-box SQL configuration.

■ MS SQL Server SecurityLets you use a SQL account. Because the SQL account exists only on the database, thismethod authenticates only the users who have accounts on the designated domain.

When you click this option, you can type a valid User ID and Password.

If you plan to use this authentication method, the target database server must beconfigured to support SQL authentication.

Connect using

Lets you validate the connection information that you specified.

If the test fails, check the authentication settings first. They are the most common causeof connection failures.

Test

Database Configuration pageThis page lets you create a new Process Manager database or update an existingone. This page appears during the ServiceDesk installation but only if you clickedthe Show Advanced Settings During Installation option on the Server Rolespage.


You might update an existing database if you have installed Workflow Solution,which also uses the Process Manager database. Because ServiceDesk expands theProcess Manager database, you need to update the existing database.

The Process Manager database stores the Process Manager details such as groups,users, and permissions.

79Installing ServiceDeskDatabase Configuration page

Table 5-9 Options on the Database Configuration page

DescriptionOption

(Read-only) This information is obtained from your entries onthe Database Connection page. It represents the computer onwhich to install the Process Manager database.

See “Database Connection page” on page 78.

Server

Name

Lets you install a new database during an installation or updatean existing database. If the installation detects an existingdatabase, then the update option is selected by default.

You might have an existing database from a previous version ofServiceDesk or from another product that installed the ProcessManager database.

Install New Database

Update ExistingDatabase

Database Replication pageThis page lets you configure and create a database that replicates certain datafrom the Process Manager database. You can replicate the data for archivingpurposes or for historical data reporting.


This page appears during the ServiceDesk installation but only if you clicked theShow Advanced Settings During Installation option on the Server Roles page.


Table 5-10 Options on the Database Replication page

DescriptionOption

Creates a replication database and enables the configuration options on this page.Install ReplicationDatabase

Lets you type the IP address or the domain name of the computer on which to install thereplication database.

Typically, the replication database resides on the same SQL Server computer as the ProcessManager database.

Data Source

Lets you name the replication database. The default name is ProcessManagerReplication.Data Base

Installing ServiceDeskDatabase Replication page

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Table 5-10 Options on the Database Replication page (continued)

DescriptionOption

Lets you specify the authentication method for ServiceDesk to connect to the replicationdatabase.


■ Windows Integrated SecurityLets you use a domain account, which is the most common authentication method.

If you installed SQL Server on its own server, you must select this option. Due to alimitation in Analysis Services, Windows authentication is required for the databasereporting to work in an off-box SQL configuration.

■ MS SQL Server SecurityLets you use a SQL account. Because the SQL account exists only on the database, thismethod authenticates only the users who have accounts on the designated domain.

When you click this option, you can type a valid User ID and Password.

If you plan to use this authentication method, the target database server must beconfigured to support SQL authentication.

Connect using

System Accounts Access pageThis page lets you specify which accounts on your system are granted access tothe Process Manager database. These accounts are used to run queries on thedatabase. This page appears during the ServiceDesk installation but only if youclicked the Show Advanced Settings During Installation option on the ServerRoles page.


Table 5-11 Options on the System Accounts Access page

DescriptionOption

Lets you check or uncheck any of the accounts that are listedin the box. The accounts that are listed by default are thosethat are found on any Windows installation, and mightinclude the ASPNET account.

Warning: A technical limitation of the ASPNET accountcauses the installation of ServiceDesk in a dual-serverenvironment to fail. If you install ServiceDesk in adual-server environment, be sure to uncheck the ASPNETcheck box.

Specify which accounts onyour system should begranted access to database

81Installing ServiceDeskSystem Accounts Access page

Table 5-11 Options on the System Accounts Access page (continued)

DescriptionOption

Lets you add the accounts that are specific to yourenvironment, either in addition to or instead of the defaultaccounts.

You can type an account and click Add to add it to the list.

Specify additional accountif needed and press "Add"

Process Manager Configuration pageThis page lets you specify the name of the Process Manager virtual directory. Thispage appears during the ServiceDesk installation but only if you clicked the ShowAdvanced Settings During Installation option on the Server Roles page.


Table 5-12 Options on the Process Manager Configuration page

DescriptionOption

Lets you specify the name of the Process Manager virtualdirectory. The default name is ProcessManager. Most userschoose to use the default name.

This directory name forms the last part of the URL through whichServiceDesk is accessed.

Virtual Directory

Installs the ServiceDesk shortcuts in any of the following places:

■ Desktop■ Quick Launch

Shortcuts

Sends an email message to new users when they are added to theServiceDesk portal.

If you check this option, it can result in a significant number ofemails when ServiceDesk is initially installed.

UserWelcomeMessage

Process Manager Authentication pageThis page lets you select the method for adding and authenticating the users wholog on to the ServiceDesk portal. This page appears during the ServiceDeskinstallation.

Installing ServiceDeskProcess Manager Configuration page

82


Your organization can use native authentication or Active Directory (AD)authentication.

See “About ServiceDesk authentication” on page 147.

Table 5-13 Options on the Process Manager Authentication page

DescriptionOption

Lets you specify the credentials for the ServiceDesk administrator account. Theadministrator account is used to set up and manage groups, users, permissions, and othersettings in the ServiceDesk portal.

The account that you specify is created during the installation so that it is available forthe administrator who first logs on to ServiceDesk. If you prefer not to create theadministrator account now, you can accept the default credentials.

User ID

Password

Retype Password

Uses the credentials and user accounts that are created within the Process Managerdatabase.

Although this option does not import Active Directory users, you can perform an importthrough the ServiceDesk portal later.

Native authentication

Imports the Active Directory users to ServiceDesk during the installation, and checks theircredentials against an Active Directory server.

If you click this option, additional settings appear. These settings let you provideauthentication details and connect to your entire Active Directory or to one or more specificorganization units.

See “Active Directory Server dialog box” on page 84.

See “Active Directory Container dialog box” on page 86.

When you select Active Directory authentication, the ServiceDesk Groups page appearsduring the configuration segment of the ServiceDesk Setup wizard. The ServiceDeskGroups page lets you map the group names in Active Directory to the group names inServiceDesk.

See “ServiceDesk Groups page” on page 103.

Active Directoryauthentication

Lets you specify one or more Active Directory servers from which to import users andauthenticate user credentials. You can click Add to specify a server.

See “Active Directory Server dialog box” on page 84.

Warning: If you specify multiple AD servers, and two AD administrators have the sameemail address, the ServiceDesk installation fails. This issue applies only when theadministrators have different user names but the same email address. To avoid this issue,you can change the credentials that are used in one of the domains

Active DirectoryServers

83Installing ServiceDeskProcess Manager Authentication page

After the installation, you can change the authentication method in the portalmaster settings.

Active Directory Server dialog boxThis dialog box lets you configure the settings for connecting to your ActiveDirectory (AD) server. ServiceDesk can use Active Directory to import andauthenticate the users who log on to ServiceDesk. This dialog box appears duringthe ServiceDesk installation when you click the ActiveDirectoryAuthenticationoption on the Process Manager Authentication page.

See “Process Manager Authentication page” on page 82.

Table 5-14 Options in the Active Directory Server dialog box

DescriptionOption

Lets you type the NETBIOS domain name of your Active Directory. The correct format isas follows:

MyDom

Do not use the fully qualified domain name unless it is necessary. For example, yourorganization might not allow NETBIOS in your network. If you use the fully qualifieddomain name, the option to create a ServiceDesk user account automatically does notwork.

The format for the fully qualified domain name is as follows:

MyDomain.com

AD Server Domain

Lets you specify an email address for the users that you obtain from Active Directory. Usethe following format:

domain.com

ServiceDesk requires that all users have an email address, but Active Directory does not.This domain is appended to the user name of any user who does not have an email address.

Email Domain Name

Lets you have a ServiceDesk user account created automatically upon a new user’s logon.

A new user who logs on to ServiceDesk is authenticated against the Process Managerdatabase. If the user does not have an account there, and this check box is checked, theuser is authenticated against Active Directory. If the user has an Active Directory account,a mirror account is created in the Process Manager database.

Auto Create Users onInitial Login

Installing ServiceDeskActive Directory Server dialog box

84

Table 5-14 Options in the Active Directory Server dialog box (continued)

DescriptionOption

Lets you select the group that users are added to when their accounts are createdautomatically.

The All Users group is the most typical selection.

This option is available when the following check box is checked: Auto Create User onInitial Login.

Default User Groups

Lets you dynamically assign the time zone when a ServiceDesk user is added orsynchronized with Active Directory. The time zone is based on the Active Directory timezone.

You can edit the time zone for individual users from the user account management optionson the Admin menu.

Dynamically SelectTimeZone

Lets you select the time zone in which the Active Directory server resides.AD Server TimeZone

Lets you specify the credentials of the account that can connect to the Active Directoryand retrieve user and group information. You can specify any user in your domain whoseprivileges are high enough to retrieve users and groups from Active Directory.

In UserName, type only the user’s name and do not include the domain name. The domainname that you specified in this dialog box is appended automatically.

Correct format: name

Incorrect format: [email protected] or domain\name

User Name

Password

After the installation, you can edit the Active Directory settings in the followingplaces in the ServiceDesk portal:

Lets you change the authentication method and configure theAD synchronization with the Process Manager database.

These settings appear in the ServiceDesk portal master settings.

Process ManagerActive DirectorySettings

Lets you connect to a new Active Directory server or edit thesettings for an existing one.

This page is accessed from the Admin menu.

See “About managing Active Directory servers in ServiceDesk”on page 180.

AD Servers page

85Installing ServiceDeskActive Directory Server dialog box

Active Directory Container dialog boxThis dialog box lets you connect ServiceDesk with your entire Active Directory(AD) domain or with one or more specific organizational units. This dialog boxappears during the ServiceDesk installation after you select Active Directoryauthentication on the Process Manager Authentication page.


Table 5-15 Options in the Active Directory Container dialog box

DescriptionOption

Connects ServiceDesk with your entire Active Directory.Entire Domain

Connects ServiceDesk with one or more Active Directoryorganization units, which you select from the tree view thatappears in this dialog box.

Organization Units

Workflow Persistence pageThis page lets you specify where to store the data that is associated with theworkflow details such as task assignments and deadlines. This page appears duringthe ServiceDesk installation but only if you clicked the Show Advanced SettingsDuring Installation option on the Server Roles page.


Table 5-16 Options on the Workflow Persistence page

DescriptionOption

Lets you specify where to store the workflow details.


■ Based on ExchangeThe data is stored on the ServiceDesk server’s hard drive. This method is less securethan the SQL Server-based storage.

■ Based on SQL Server DatabaseThe data is stored on a SQL server. We recommend that you select this option.

When you click this option, additional SQL options become available.

Workflow Persistence

Installing ServiceDeskActive Directory Container dialog box

86

Table 5-16 Options on the Workflow Persistence page (continued)

DescriptionOption

Lets you select the SQL server on which to store the workflow details. These settings appearif you choose to use SQL Server-based storage.


■ Use Process Manager SettingsUses the same SQL server as the Process Manager database.

We recommend that you select this option.

■ Custom SettingsLets you store the workflow details in a separate database and specify the connectionto the SQL server on which the database resides. If you choose to use a separatedatabase, you must configure it outside of the ServiceDesk installation.


Typically, you choose the same settings on the Symbus ORM Settings page.

See “Symbus ORM page” on page 87.

Database Connection

Symbus ORM pageThis page lets you specify how to enable communications between the ProcessManager database and the workflow details. The workflow details include datasuch as task assignments and deadlines. This page appears during the ServiceDeskinstallation but only if you clicked the Show Advanced Settings DuringInstallation option on the Server Roles page.


The Symbus Object Relational Mapper (ORM) provides an exchange for the datathat is passed between the key ServiceDesk processes and the Process Managerdatabase. The ORM runs in the background when you use ServiceDesk.

The ORM performs the following functions:

■ Controls how the process data is stored in the database.

■ Allows for the real-time, dynamic reflection of the data in the database as youenter it in ServiceDesk.

Typically, you select the same settings here as on the WorkflowPersistence page.

See “Workflow Persistence page” on page 86.

87Installing ServiceDeskSymbus ORM page

Table 5-17 Options on the Symbus ORM page

DescriptionOption

Does not store the process data and does not connect the Object Relational Mapper.

Warning: We recommend that you select a different option

The processes that require multiple user interactions can work only if you store the processdata. For example, ServiceDesk assigns tasks based on a stored task ID. If you do not storethat ID, no one can retrieve the task details.

In rare, advanced installations, you might select this option to split the load on the serverfor scalability purposes.

No Setup

Stores the process data. Also uses the Process Manager settings to connect the ObjectRelational Mapper using the same SQL server as the Process Manager database. The ProcessManager settings are the ones that you specified on the Workflow Persistence page, inSQL Server Settings.

We recommend that you use these settings.

See “Workflow Persistence page” on page 86.

Use Process ManagerSettings

Lets you store the process data in a separate database and specify the connection to theSQL server on which the database resides. If you choose to use a separate database, youmust configure it outside of the ServiceDesk installation.


Custom Settings

Lets you validate the connection information that you specified.

This option is available only when you choose to use custom settings.

Test Connection

System Check pageThis page displays the results of the system checks that the ServiceDeskinstallation performs to ensure that you meet all the installation requirements.This page appears during the ServiceDesk installation.


The system checks are listed along with their results, which can be Success,Warning, or Failed. You can view descriptions of any warnings and failures andyou can also save those descriptions to a log file.

Installing ServiceDeskSystem Check page

88

Table 5-18 Options on the System Check page

DescriptionOption

Lets you view the description of the warnings and errors byclicking this icon.

Re-runs the system check.

Lets you save an XML file that contains all the settings that youused for the installation.

When you check this option, you can specify the file location andname. The default format is XML.

Typically, you use this settings file for support purposes or whenyou need to reinstall ServiceDesk. You specify the file on theServer Roles page and the saved settings appear on the wizardpages as you step through the installation.

After you specify the file name, the file’s full path appears inplace of this check box.

Save My Settings ToFile

Lets you save a log that contains the descriptions of any warningsand failures.

When you check this option, you can specify the file location andname. The default file name isSystemCheck.log and it is savedin XML format.

After you specify the file name, the file’s full path appears inplace of this check box.

Save Warnings andErrors To File

89Installing ServiceDeskSystem Check page

Installing ServiceDeskSystem Check page

90

Configuring the initialServiceDesk settings


■ Configuring the ServiceDesk application software during installation

■ Welcome page

■ Installation Components page

■ ServiceDesk Settings page

■ Mail Settings page

■ ITIL Process Configuration page

■ Incident Management Configuration page

■ ServiceDesk Groups page

■ Sample Data Configuration page

■ Installation Preview page

■ Installation Summary page

■ Re-running the ServiceDesk installation

■ Setting up the replication database after the initial installation

■ Uninstalling ServiceDesk from the ServiceDesk server computer

6Chapter

Configuring the ServiceDesk application softwareduring installation

The configuration segment of the ServiceDesk Setup wizard lets you configurethe ServiceDesk application software. This configuration consists of selecting theparts of ServiceDesk to install, configuring communication settings, mappingActive Directory groups, and installing sample data.

This task continues the installation of the ServiceDesk application software. Theconfiguration begins when the installation segment of the wizard finishes.


This configuration is different from the configuration of the ServiceDesk portal.

See “About configuring the ServiceDesk application software” on page 128.

Configuring the initial ServiceDesk settingsConfiguring the ServiceDesk application software during installation

92

To configure ServiceDesk during installation

1 On the Welcome page, select the following options as needed:

Lets you create a ServiceDesk administrator account. Whenyou click this link, define the administrator on the Add NewAdminUser dialog box, and then click SaveUser to return tothe installation.

If you do not create the administrator account now, you mustuse the default administrator account to log on to ServiceDeskfor the first time.

AddNewAdminUser

(Optional) Imports the configuration settings from an XMLfile that was created during a previous configuration.

If you select this option, the saved settings appear on thewizard pages as you step through the configuration.

Load Configuration

Lets you clear any configuration entries that you have entered.

For example, you choose a full installation and progressthrough several configuration pages before you decide toperform a custom installation instead. You can back up to theWelcome page and click Clear Configuration to clear theexisting configurations and start over.

Clear Configuration

Lets you select the parts of ServiceDesk to install.Custom Installation

Installs all the ServiceDesk parts. If you click this option, skipto step 3.

We recommend that you perform a full installation.

Full Installation

See “Welcome page” on page 95.

2 (Custom installation only) On the Installation Components page, select allthe options, and then click Continue.

All the parts are required for a successful installation.

See “Installation Components page” on page 96.

3 Step through the wizard pages and on each one, enter the appropriateinformation, and then click Continue, as follows:

■ ServiceDesk Settings pageConfigure the settings for connecting to and communicating withServiceDesk.See “ServiceDesk Settings page” on page 98.

■ Mail Settings page

93Configuring the initial ServiceDesk settingsConfiguring the ServiceDesk application software during installation

Configure the settings for email communications to and from ServiceDesk.See “Mail Settings page” on page 99.

■ ITIL Process Configuration pageSelect the options to configure certain features of the core ITIL processes.See “ITIL Process Configuration page” on page 101.

■ Incident Management Configuration pageSelect the options to configure the settings for the Incident Managementprocess.These settings determine the automatic escalation of incidents and thesending of email notifications upon the occurrence of certainincident-related events.See “Incident Management Configuration page” on page 102.

■ ServiceDesk Groups pageThis page appears only if you chose the Active Directory authenticationmethod in the ServiceDesk Setup wizard.You can map the default groups in ServiceDesk to the existing groups inyour Active Directory as follows:

■ Check From AD next to the group to map.

■ In the GroupName toUse column, type or select the group from yourActive Directory that corresponds to the ServiceDesk group.Repeat this step for all the groups that you want to map.

■ Click Continue.

See “ServiceDesk Groups page” on page 103.

■ Sample Data Configuration page(Optional) To install sample data, select the following options:

Check this check box to install sample data that consistsof predefined users, organizational units, categories, andprocess tickets. You can use these users for testing,training, or evaluation purposes.

Install Sample Data

Type your organization’s domain name. Do not includethe @ character.

Domain Name

See “Sample Data Configuration page” on page 104.

Configuring the initial ServiceDesk settingsConfiguring the ServiceDesk application software during installation

94

4 On the Installation Preview page, review the settings.

If a View Details link appears next to an item in the list, you can click it toview more information about that item’s settings.

If all the settings are correct, click Install.

See “Installation Preview page” on page 105.

5 During the installation, if the ServiceDeskError page appears, you can viewany errors that occur. Select any of the following options:

Skip the step that failed and try to perform the next step in thisphase of the installation.

The installation is performed in phases, with each phase havingmultiple steps.

Try Next Step

Skip this phase of the installation and go to the next phase.Skip Step

Try to repeat the failed step.

Typically, the steps that fail are those that require a connectionbetween ServiceDesk and the Symantec Management Platform.For example, if a connection timeout occurs, you can repeat thestep and reconnect.

Retry

6 When the installation finishes, on the Installation Summary page, you canopen the ServiceDesk portal, migrate data from Helpdesk Solution 6.5, orclose the page.

See “Installation Summary page” on page 105.

Welcome pageThis page lets you start the ServiceDesk configuration and specify the type ofconfiguration that you plan to perform. It appears after the installation segmentof the ServiceDesk Setup wizard finishes.

95Configuring the initial ServiceDesk settingsWelcome page

Table 6-1 Options on the Welcome page

DescriptionOption

Lets you create a ServiceDesk administrator account.

If you do not create the administrator account now, you mustuse the default administrator account to log on to ServiceDeskfor the first time.

You can add other ServiceDesk accounts here too.

Add New Admin User

Opens the LoadConfiguration dialog box, in which you can selecta saved configuration file to use predefined settings.

If you select this option, the saved settings appear on the wizardpages as you step through the configuration.

During the configuration, on the InstallationPreview page, youcan save an XML file that contains the settings that you used forthe configuration. Typically, you use this settings file for supportpurposes or when you need to reconfigure ServiceDesk. You canonly use the settings file on the same computer on which the filewas created.

Load Configuration

Lets you clear any configuration entries that you have entered.

For example, you choose a full installation and progress throughseveral configuration pages before you decide to perform acustom installation instead. You can back up to the Welcomepage and click Clear Configuration to clear the existingconfigurations and start over.

Clear Configuration

Lets you select the ServiceDesk parts to install.Custom Installation

Installs all the ServiceDesk parts.

We recommend that you perform a full installation.

Full Installation

Installation Components pageThis page lets you select the parts of ServiceDesk to install. It appears during theconfiguration segment of the ServiceDeskSetup wizard, but only if you selectedCustom Installation on the configuration’s Welcome page.

All the parts are required for a successful installation.


Configuring the initial ServiceDesk settingsInstallation Components page

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Table 6-2 Options on the Installation Components page

DescriptionOption

Configures the Process Manager database.Setup Database

Sets the default permissions on the predefined user groups.

ServiceDesk permissions are almost always granted at the group level rather than at theuser level.

Group Permissions

Installs the predefined user groups, which help organize the ServiceDesk users and letyou grant the same permissions to all the users in a group.

Groups are collections of ServiceDesk users.

User Groups

Installs the default schedules, which help organize the overall ServiceDesk schedule.

In ServiceDesk, a schedule represents a certain type of schedule entry. For example, theScheduledChanges schedule contains entries for the changes that have been approvedand assigned a release date.

Schedules

Configures the many default settings that control the behavior of all aspects of workingin the ServiceDesk portal.

Application Settings

Installs the predefined incident categories.

ServiceDesk uses categories to classify incidents. You can use additional levels ofclassification items to further identify the incidents. The main categories and the additionalclassification items are referred to as the data hierarchy.

Hierarchy Categories

Installs the predefined profiles.

Profiles let you categorize data by adding customizable fields, which you can use for furthersorting of data.

Process Profiles

Installs the predefined actions, which let users take actions or launch other processes thatcan help them with their tasks or processes.

Actions appear as links that are shown on the right side of Process View pages.

Process Actions

Adds the Process Timelines Web part to the Process View pages. This Web part displaysa graphic representation of the timeline for the process.

Process Timelines

Sets the default permissions on the predefined ServiceDesk reports.Reports Permissions

Installs the default ServiceDesk portal pages, which let users perform all of the ServiceDeskfunctions.

In the ServiceDesk portal, a page is the entire area that appears beneath the menu barwhen you click a tab or a menu command. Most of the work in ServiceDesk is performedin a portal page or in a form that is accessed from a portal page.

Portal Pages

97Configuring the initial ServiceDesk settingsInstallation Components page

Table 6-2 Options on the Installation Components page (continued)

DescriptionOption

Installs the predefined service items, which can be used to initiate all the ServiceDeskprocesses.

The Service Catalog is a Web part that appears on several ServiceDesk portal pages andthat lets users select service items. A service item automates the routine actions that areperformed in ServiceDesk. For example, the default service items are used to submit anincident, submit a knowledge base request, and create a problem ticket.

Service Catalog

ServiceDesk Settings pageThis page lets you configure the settings for connecting to and communicatingwith ServiceDesk. It appears during the configuration segment of the ServiceDeskSetup wizard.


Table 6-3 Options on the ServiceDesk Settings page

DescriptionOption

Lets you specify the domain name to use for connecting toServiceDesk. You can select http:// or https:// from thedrop-down list and you can type the domain name. The correctformat is as follows:

https://domain_name.com

FullyQualifiedDomainName of Service DeskServer

Lets you provide the name and the email address, telephonenumber, or other information for the individual or group whoprovides your ServiceDesk support. A typical contact is thenetwork administrator. However, you can specify any otherindividual or group.

This information is for display purposes only. It appears in anyerror messages that appear in ServiceDesk.

Error Contact Name

Error Contact Info

Causes ServiceDesk to track the entire time that a ticket is open,whether or not anyone actively works on it. If you uncheck thischeck box, ServiceDesk tracks only the amount of time thatsomeone works on a process ticket in the ServiceDesk portal.

The process time is used for reporting purposes.

For more information, see the topics about ticket process timein the ServiceDesk User Guide.

Track Process Time &Action Time

Configuring the initial ServiceDesk settingsServiceDesk Settings page

98

Table 6-3 Options on the ServiceDesk Settings page (continued)

DescriptionOption

Specifies the exchange name and virtual directory for theServiceDesk server computer. The ServiceDesk Exchange is thegateway for communications between different pieces of theproduct. For example, the exchange permits the communicationswhen you run or monitor a process.

You can click Advanced to change these settings. However, werecommend that you accept the default settings.

ServiceDesk ExchangeName

Process ManagerVirtual Directory

Mail Settings pageThis page lets you configure the settings for email communications to and fromServiceDesk. It appears during the configuration segment of the ServiceDeskSetup wizard.


This page contains the following sections:

Contains the settings for the email that is sent from ServiceDesk.For example, the outbound settings are used to send emailnotifications of incident resolutions to users.

See “About automatic email notifications” on page 156.

See Table 6-4.

Outbound MailSettings

Contains the settings for monitoring the email that is sent toServiceDesk.


If you do not plan to let users submit incidents by email, you canskip these settings.

See Table 6-5.

(Optional) InboundMail Settings

Table 6-4 Options under the Outbound Mail Settings section

DescriptionOption

Lets you type the name of the email server that ServiceDesk uses to send and receiveemails. For example:

mail.domain_name.com

SMTP Server forOutbound Mail

99Configuring the initial ServiceDesk settingsMail Settings page

Table 6-4 Options under the Outbound Mail Settings section (continued)

DescriptionOption

Lets you type the email address from which ServiceDesk sends notification emails.

If you choose to monitor inbound email, use the same address here as the one in UserName under the Inbound Mail Settings section. That way, the responses are sent to theInbox that ServiceDesk monitors.

Examples are as follows:

■ no-reply@domain_name.com

■ Support@domain_name.comIf you plan to respond to emails that are sent from ServiceDesk, we recommend thatyou use a more specific address like this one.

Reply-to Address

Table 6-5 Options under the Inbound Mail Settings section

DescriptionOption

(Optional) Lets you configure settings for the Inbox monitoring tool, which monitors aspecific mailbox for the incidents that users submit to ServiceDesk by email.

When you check this check box, the other options under this section become available.

Monitor External MailBox

Lets you type the name of the email server that the ServiceDesk Inbox monitoring toolmonitors for incidents. Use the following format:

mail.domain_name.com

Server Address

Lets you specify the port to use for the protocol that you select in Mail Protocol.Port

Lets you select the protocol for the email transmissions to ServiceDesk.


■ IMAP■ POP

We recommend that you use the POP protocol. Using IMAP might cause problems withsome email server programs, including Microsoft Exchange.

Mail Protocol

Lets you use the Secure Socket Layer (SSL) protocol to secure the email transmissions toServiceDesk.

Use SSL

Configuring the initial ServiceDesk settingsMail Settings page

100

Table 6-5 Options under the Inbound Mail Settings section (continued)

DescriptionOption

Lets you type the address and password for the mailbox that the ServiceDesk Inboxmonitoring tool monitors for the incidents that users submit by email.

Depending on your email server, use one of the following formats:

■ Support@domain_name.com

■ Support

Also use this address in Reply-to Address under the Outbound Mail Settings section.

User Name

Password

ITIL Process Configuration pageThis page lets you configure certain features of the core ITIL processes. This pageappears during the configuration segment of the ServiceDesk Setup wizard.


Table 6-6 Options on the ITIL Process Configuration page

DescriptionOption

Lets you choose whether to use the Symantec Configuration Management Database (CMDB)for asset management.


For more information about modifying a dataservice, see the Workflow Solution UsersManual.

Use CMDB 7

Uses a first-in, first-out queue for the tasks that are assigned to a group. When a workerin a group completes a task, the next available task in the group’s queue is assigned tothat worker. These round robin assignments prevent workers from selecting the easiestor most desirable tasks.

A task’s position in the queue is based on its priority and its age. The tasks with the higherpriorities take precedence regardless of their ages.

Use Round Robin taskloader?

101Configuring the initial ServiceDesk settingsITIL Process Configuration page

Table 6-6 Options on the ITIL Process Configuration page (continued)

DescriptionOption

Lets you configure the interaction between the processes that are listed here and the otherprocesses in ServiceDesk. You can uncheck either of these options if you choose to runServiceDesk without full ITIL compliance.


■ Problem ManagementMinimizes the effects of incidents and problems by letting you track and diagnoseproblems and publish known errors to help with future resolutions.

■ Change ManagementStandardizes the methods and procedures for handling changes in the organizationto minimize the effect of those changes on service.

Which of these CoreITILprocesseswillyoube using?

Lets you define the waiting period for the post-implementation review task, which is thefinal step in the Change Management process.

The waiting period is the amount of time between a change’s implementation and thechange managers’ completion of the review. ITIL standards recommend a 30-day waitingperiod.

If the change manager does not complete the review within the defined waiting period,the verification task is closed automatically.

For more information, see the topics about the post-installation review in the ServiceDeskUser Guide.

Days

A support technician who works an incident can specify a primary contact for the incidentif one does not already exist. You can require the technician to specify the primary contactbefore any other actions are possible.

In the technicianincident feederprocess,wouldyouliketo force the setting of aprimarycontactbeforestarting the incident’sdiagnosis?

Incident Management Configuration pageThis page lets you configure the settings that affect the behavior of the IncidentManagement process and the migration of data from Helpdesk Solution 6.5. Itappears during the configuration segment of the ServiceDesk Setup wizard.


Configuring the initial ServiceDesk settingsIncident Management Configuration page

102

Table 6-7 Options on the Incident Management Configuration page

DescriptionOption

Lets ServiceDesk escalate incidents automatically. Whenan incident remains in the queue for too long, ServiceDeskincreases the incident’s priority and escalates it to theappropriate group.

You can also set this option in the Application Propertiessettings that are available from the Admin page in theServiceDesk portal.

Allow for Incidents to beAuto Escalated

Enables the sending of notification emails when an incidentis created.

For more information, see the topics about emailnotifications for incident events in the ServiceDesk UserGuide.

Send Notification Email onIncident Creation

Enables the sending of notification emails when an incidentis resolved.

Send Notification Email onIncident Resolution

Lets you customize the codes that indicate how an incidentis resolved.

ServiceDesk contains a set of predefined close codes thatare ready to use. Review them to ensure that they meet yourneeds. If necessary, you can delete or add to the default closecodes.

See “About incident close codes” on page 174.

Incident Close Codes

ServiceDesk Groups pageThis page lets you map the default groups in ServiceDesk to the existing groupsin your Active Directory. It appears during the configuration segment of theServiceDesk Setup wizard, but only if you chose to use Active Directoryauthentication during the installation segment.


ServiceDesk uses groups to assign permissions to various elements of theServiceDesk portal. When you import groups from Active Directory, you can mapthem to the default ServiceDesk groups. You can use the default names for thesegroups, or you can map the groups to existing names from your Active Directory.By mapping the group names, you can benefit from the predefined permissions

103Configuring the initial ServiceDesk settingsServiceDesk Groups page

in the default ServiceDesk groups while using your organization’s preferred groupnames.


Table 6-8 Options on the ServiceDesk Groups page

DescriptionOption

Enables the Group Name to Use option for the selected group.From AD

Lets you type or select the group from your Active Directory thatcorresponds to the ServiceDesk group.

This option is either a drop-down list that contains the groupsin your Active Directory or a box in which you type a group name.

Group Name to Use

Lets you toggle between a drop-down list or a text box for thegroup name entry.

Switch to Drop DownForm

SwitchtoTextboxForm

Sample Data Configuration pageThis page lets you install sample data to the ServiceDesk portal. It appears duringthe configuration segment of the ServiceDesk Setup wizard.

The sample data consists of predefined users, organizational units, categories,and process tickets. You can use the data for testing, training, or evaluationpurposes. It is not intended for production use.


Table 6-9 Options on the Sample Data Configuration page

DescriptionOption

Installs the sample data that is listed on the page.Install Sample Data

Lets you type a domain name to append to the sample user namesto form logon names.

You can use any domain name, including your organization’sdomain. You might want to use an alternate name so that youcan easily find and delete the sample users later.

Domain Name

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104

Installation Preview pageThis page lets you review the ServiceDesk settings that you configured before youcommit to installing them. It appears during the configuration segment of theServiceDesk Setup wizard.


Table 6-10 Options on the Installation Preview page

DescriptionOption

Lets you view more information about an item’s settings.View Details

Displays a Web page that lists all the settings that resulted fromyour selections in the configuration section of the ServiceDeskSetup wizard.

View ConfigurationDetails

Lets you save an XML file that contains all the settings that youused for the configuration.

When you check this option, you can specify the file location andname. The default file name is AutoConfiguration.xml.

Typically, you use this settings file for support purposes or whenyou need to reconfigure ServiceDesk. You specify the file on theWelcome page and the saved settings appear on the wizard pagesas you step through the configuration.

Save Settings

Begins the installation of the ServiceDesk settings.Install

Installation Summary pageThis page provides a summary of the configuration installation and lets you exitthe ServiceDeskSetup wizard. It also lets you migrate data from Helpdesk Solution6.5.



Table 6-11 Options on the Installation Summary page

DescriptionOption

Opens the logon page of the ServiceDesk portal.Open ServiceDesk

105Configuring the initial ServiceDesk settingsInstallation Preview page

Table 6-11 Options on the Installation Summary page (continued)

DescriptionOption

Opens the Incident Migration Wizard, which lets you selectincidents to migrate on their statuses. The incidents that youselect become available in the ServiceDesk portal.

The incidents are not migrated or copied to the ServiceDeskserver computer. Instead, a link from ServiceDesk to HelpdeskSolution is created for each incident. You can see and work thoseincidents in the ServiceDesk portal, but they always remain onthe Helpdesk Solution server.

Migrate HelpdeskIncidents

Opens the Category Migration Wizard, which lets you migratethe categories. You cannot select specific categories.

The categories are copied from Helpdesk Solution to ServiceDesk.

Migrate HelpdeskCategories

Closes the Installation Summary page.Finished

Re-running the ServiceDesk installationIn some situations, you might need to re-run the ServiceDesk Setup wizard.

You can safely re-run the segments of the ServiceDesk Setup wizard as follows:

We recommend that you re-run the installation only when youneed to add advanced features to an existing installation. Forexample, you skipped the advanced settings during the initialinstallation and now you need to add the replication database.

Installation segment

Re-run the configuration segment only when you add theadvanced features to an existing installation.

Warning: We do not recommend that you re-run the fullinstallation version of the configuration segment of theServiceDesk Setup wizard. Instead, you can change most of theconfiguration settings in the ServiceDesk portal.

Configuration segment

Configuring the initial ServiceDesk settingsRe-running the ServiceDesk installation

106

To re-run the installation segment of the ServiceDesk Setup wizard





4 On the ServerRoles page, uncheck all the options except for ShowAdvancedSettings During Installation, and then click Next.


5 Step through the advanced settings pages, complete only the ones that applyto the advanced features you need, and then click Next as follows:

■ Install Location page(Advanced Settings only) Specify the ServiceDesk installation folder andthe Start menu folder for the ServiceDesk shortcuts.See “Install Location page” on page 75.

■ Database Replication page(Advanced Settings only) Specify whether to replicate the Process Managerdatabase.You can replicate the data for archiving purposes or for historical datareporting.See “Database Replication page” on page 80.

■ System Accounts Access page(Advanced Settings only) Specify which accounts on your system aregranted access to the Process Manager database.These accounts are used to run queries on the database.If you install ServiceDesk in a dual-server environment and you grant theASPNET account access to the Process Manager database, the installationfails. If this installation is for a dual-server environment, be sure touncheck the ASPNET check box.See “System Accounts Access page” on page 81.

■ Process Manager Configuration page(Advanced Settings only) Specify the name of the Process Manager virtualdirectory and other preferences.See “Process Manager Configuration page” on page 82.


107Configuring the initial ServiceDesk settingsRe-running the ServiceDesk installation

(Advanced Settings only) Specify where to store workflow details such astask assignments and deadlines.See “Workflow Persistence page” on page 86.









8 When the installation finishes, on the Installing page, take one of thefollowing actions:

Click Cancel.To skip the configuration segment andexit the installation

Click Next.

See To re-run the configuration segmentof the ServiceDesk Setup wizard.

To re-run the configuration segment ofthe wizard

To re-run the configuration segment of the ServiceDesk Setup wizard

1 On the Welcome page, click Custom Installation.

2 On the Installation Components page, click Database Reporting, and thenuncheck all the other options, and then click Continue.

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108

3 On the Installation Preview page, review the settings.

If a View Details link appears next to an item in the list, you can click it toview more information about that item’s settings.

If all the settings are correct, click Install.

See “Installation Preview page” on page 105.

4 During the installation, if the ServiceDeskError page appears, you can viewany errors that occur. Select any of the following options:

Skip the step that failed and try to perform the next step in thisphase of the installation.

The installation is performed in phases, with each phase havingmultiple steps.

Try Next Step

Skip this phase of the installation and go to the next phase.Skip Step

Try to repeat the failed step.

Typically, the steps that fail are those that require a connectionbetween ServiceDesk and the Symantec Management Platform.For example, if a connection timeout occurs, you can repeat thestep and reconnect.

Retry

5 When the installation finishes, on the Installation Summary page, you canopen the ServiceDesk portal or close the page.


Setting up the replication database after the initialinstallation

You can create a database that replicates certain data from the Process Managerdatabase. The ServiceDesk Setup wizard creates and configures the replicationdatabase if you complete the Database Replication page. This page is part of theinstallation’s advanced settings.

If you did not set up the replication database during the initial ServiceDeskinstallation, you can do so later.

This procedure does not perform the replication. The replication occurs accordingto a schedule that you configure in the ServiceDesk portal.


109Configuring the initial ServiceDesk settingsSetting up the replication database after the initial installation

To set up the replication database after the initial installation





4 On the Server Roles page, uncheck all the options except for the followingoptions:

■ ServiceDesk Portal Database

■ Show Advanced Settings During Installation


When you complete this page, click Next.

5 Step through the wizard pages and enter the same information as in the initialinstallation, and then stop on the Database Configuration page.

6 On the Database Configuration page, click Update Existing Database, andthen click Next.

7 (Advanced Settings only) On the Database Replication page, click InstallReplication Database, enter the configuration details, and then click Next.

See “Database Replication page” on page 80.

8 Step through the remaining pages of the wizard until you reach the Readyto Install page, and then click Next to begin the installation.

9 When the installation finishes, on the Installing page, click Cancel to skipthe configuration segment and exit the installation.

Do not re-run the configuration segment.

Uninstalling ServiceDesk from theServiceDesk servercomputer

You can uninstall the ServiceDesk application software from the ServiceDeskserver. For example, you might want to move the ServiceDesk application softwareto a different ServiceDesk server computer.

This procedure uninstalls the ServiceDesk application software and the WorkflowDesigner software only. It does not uninstall any of the ServiceDesk databases.

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If Workflow Designer is installed on the same computer as ServiceDesk, you canuninstall both products at the same time. If Workflow Designer is installed on adifferent computer, you can use this procedure to uninstall it from that computer.

The ability to uninstall ServiceDesk is available in ServiceDesk 7.0 MR1 or later.

To uninstall ServiceDesk from the ServiceDesk server computer




3 On the Maintenance page, click the Uninstall underlined text.


4 On the Uninstall Altiris ServiceDesk dialog box, verify that the correctinstallation directory appears in Uninstalling from, and then click Next.

5 On the Uninstallation Complete dialog box, you can click Show details todisplay a log of the uninstall.

6 On the Uninstallation Complete dialog box, click Close.

111Configuring the initial ServiceDesk settingsUninstalling ServiceDesk from the ServiceDesk server computer

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Installing the ScreenCapture Utility


■ About installing the Screen Capture utility

■ Installing the Screen Capture utility with Package Delivery

■ Downloading the Screen Capture Utility installation file

About installing the Screen Capture utilityServiceDesk provides a Screen Capture utility that lets users capture images oftheir computer screens.

The Screen Capture utility is available in several areas in the ServiceDesk portal.For example, a user can capture an error message and attach it to an incident.Any process worker can attach an image to a chat session.

7Chapter

Table 7-1 Methods for installing the Screen Capture utility

DescriptionWhen to use this methodMethod

You can use the standard software delivery methods in theSymantec Management Platform to deliver, install, andmanage the Screen Capture Utility on client computers.

The ServiceDesk solution software installation creates thefollowing items on the Symantec Management Platform:

■ A software resource for the Screen Capture utility iscreated in the Software Catalog.

The software resource name is ScreenShot Utility.

■ The Screen Capture utility package is added to theSoftware Library.

■ A Package Delivery task is created to install the ScreenCapture software resource.

The Package Delivery task is created with default settingsand no targets. You can edit the task as needed and thenschedule it for delivery to the client computers that youselect.

See “Installing the Screen Capture utility with PackageDelivery” on page 115.

You can also use Managed Delivery or Quick Delivery todeliver the ScreenShot Utility software resource. Thesemethods offer additional options for managing the softwareon the client computers.

For more information, see the topics about the methods fordelivering software in the Software Management SolutionHelp.

To deliver and install theutility on multiple managedcomputers.

With a softwaredelivery policy or taskfrom the SymantecManagement Console

When a user or ServiceDesk worker selects the option tocapture a screen and the utility is not installed, they areprompted to install it.

■ To let users andServiceDesk workersinstall the utility on theirnon-managed computers.

■ To let customers who areoutside your organizationinstall the utility.

From a prompt in theServiceDesk portal

The ServiceDeskSolutionConsole page contains a link thatlets you download the installation file for the Screen Captureutility. You can download the installation file to anycomputer and then run the installation.

See “Downloading the Screen Capture Utility installationfile” on page 116.

To install the utility on anycomputer.

Directly from theinstallation file

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Installing the Screen Capture utility with PackageDelivery

ServiceDesk provides a Screen Capture utility that lets users capture images oftheir computer screens.

You can install the utility on multiple managed computers from the SymantecManagement Platform. A predefined Package Delivery task is created when youinstall the ServiceDesk solution software on the platform.


This task is an optional step in the process for installing ServiceDesk.


To install the Screen Capture utility through Package Delivery

1 In the SymantecManagementConsole, on the Manage menu, click JobsandTasks.

2 In the left pane, under JobsandTasks, expand Software>PackageDelivery.

3 In the right pane, double-click ScreenShot Utility Installation.

4 On the task page, click either of the following:

■ Quick RunLets you run the task on a single destination as soon as possible, unlessit must wait for a maintenance window.

■ New ScheduleLets you schedule the task to run at a specific time.

For more information, see the topics about task schedule options in theSymantec Management Platform Help.

5 Select the computers to run the task on.

For more information, see the topics about specifying the targets of a policyor task in the Symantec Management Platform Help.

6 (Optional) To create multiple schedules and computer lists for this task, repeatstep 4 through step 5.

7 On the task page, save the changes.

115Installing the Screen Capture UtilityInstalling the Screen Capture utility with Package Delivery

Downloading the Screen Capture Utility installationfile

In the Symantec Management Console, you can access a page that lets youdownload the Screen Capture Utility installation file. Download this file to anycomputer on which you plan to install the Screen Capture Utility, and then runthe installation file.

You can also install the Screen Capture Utility with any software delivery methodin the Symantec Management Platform. Users can install it from the ServiceDeskportal.


To download the Screen Capture Utility installation file

1 In the SymantecManagementConsole, on the Settings menu, click Settings> All Settings.


3 On the ServiceDesk Solution Console page, under Download ServiceDeskInstaller, click the Screen Capture Utility link.

4 In the File Download - Security Warning dialog box, specify the location todownload the file to, and then click OK.

5 When the download finishes, you can close the ServiceDeskSolutionConsolepage.

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Migrating data from Altiris®Helpdesk Solution™


■ About migrating data from Helpdesk Solution

■ Methods for migrating data from Helpdesk Solution

■ Migrating incidents from Helpdesk Solution

■ How Helpdesk Solution incident data corresponds to ServiceDesk incidents

■ About working Helpdesk Solution incidents in ServiceDesk

■ Migrating categories from Helpdesk Solution

About migrating data from Helpdesk SolutionSymantec ServiceDesk 7.1 replaces the functionality of Helpdesk Solution 6.5 andearlier. ServiceDesk does not upgrade or install over Helpdesk Solution becauseServiceDesk is installed on a different server and uses different databases.However, you can use certain Helpdesk Solution data in ServiceDesk.

8Chapter

Table 8-1 The Helpdesk Solution data that ServiceDesk can use

DescriptionData

The incidents are not migrated or copied to the ServiceDeskserver computer. Instead, each migrated Helpdesk Solutionincident is linked to a new, corresponding incident task inServiceDesk. You can see and work those incidents in theServiceDesk portal, but their data always remains on the HelpdeskSolution server.

Best practice is to cut off the entry of new incidents into HelpdeskSolution after ServiceDesk is operational and the incidentmigration is performed.

Helpdesk Solutionincidents

The categories are copied from Helpdesk Solution to ServiceDesk.Helpdesk Solutioncategories

The knowledge base (KB) articles are copied from HelpdeskSolution to ServiceDesk.

Knowledge basecontents

Several methods are available for linking to and copying the Helpdesk Solutiondata.

See “Methods for migrating data from Helpdesk Solution” on page 118.

Methods for migrating data from Helpdesk SolutionYou can migrate the data from Helpdesk Solution 6.5 so that you can use it inServiceDesk.


Several methods are available for linking to and copying the data from HelpdeskSolution.

Table 8-2 Methods for migrating data from Helpdesk Solution

DescriptionMethod

The last page of the ServiceDeskSetup wizard contains optionsto migrate data from Helpdesk Solution.


From the ServiceDeskSetup wizard

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Table 8-2 Methods for migrating data from Helpdesk Solution (continued)

DescriptionMethod

The Service Catalog contains the following options for migratingdata:

■ Migrate Helpdesk IncidentsSee “Migrating incidents from Helpdesk Solution” on page 119.

■ Migrate Helpdesk CategoriesSee “Migrating categories from Helpdesk Solution”on page 122.

■ KB MigratorFor information on migrating the knowledge base content,see the ServiceDesk Customization Guide.

From the ServiceDeskportal

Migrating incidents from Helpdesk SolutionYou can migrate the incidents from Helpdesk Solution 6.5 so that you can usethem in ServiceDesk. If you did not migrate incidents at the end of the ServiceDeskinstallation, you can perform the migration in the ServiceDesk portal.

The Incident Migration wizard lets you select the incidents to migrate anddetermine when to close the migrated incidents. The migration continues forsome time after you finish the wizard, depending on how many incidents youmigrate.

See “How Helpdesk Solution incident data corresponds to ServiceDesk incidents”on page 121.

See “About working Helpdesk Solution incidents in ServiceDesk” on page 122.

Warning: In most cases, this migration should not be run more than once. If youmigrated incidents at the end of the ServiceDesk installation, do not migrate themagain from the ServiceDesk portal.

At the end of this procedure, you can remove the Migrate Helpdesk Incidentslink from the Service Catalog to prevent running the migration again.

Best practice is to cut off the entry of new incidents into Helpdesk Solution afterServiceDesk is operational and the incident migration is performed.

To migrate incidents from Helpdesk Solution

1 In the ServiceDesk portal, click Submit Request.

2 On the Submit Request page, under Service Catalog, click ServiceDesk.

119Migrating data from Altiris® Helpdesk Solution™Migrating incidents from Helpdesk Solution

3 Under New Requests, click Migrate Helpdesk Incidents.

4 In the IncidentMigration wizard, on the Welcome page, enter the SymantecManagement Platform credentials for the Helpdesk Solution installationwhose data you want to migrate.

5 Click Next.

On the Choose Incident Types page, select the incident statuses to migrateto ServiceDesk, and then click Next.

You do not need to migrate closed incidents.

6 On the Confirmation page, review the incident statuses that you selected,and then complete the following options:

Select the Helpdesk Solution incident statuses thatshould trigger the closure of the migrated incidents inServiceDesk.

For example, you select Escalated to Vendor. When asupport technician sets a Helpdesk Solution incidentto that status, the corresponding ServiceDesk incidentis closed.

Until which "close"status(es) would you like tomonitor the migratedincidents?

Type an email address for ServiceDesk to send an emailto when the migration is complete.

Email address

7 On the Confirmation page, click Submit.

8 On the next page, select one of the following options:

Removes the link for incident migration from the ServiceCatalog.

We recommend that you remove the link after you performthis task once.

Remove Link FromService Catalog

Leaves the link in the Service Catalog.

You should leave the link only if there is an issue with thefirst migration attempt.

Leave Link In ServiceCatalog

9 When the wizard finishes, click Close.

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HowHelpdesk Solution incident data corresponds toServiceDesk incidents

When you migrate incidents from Helpdesk Solution to ServiceDesk, the incidentsare not moved or copied to the ServiceDesk server computer. Instead, eachmigrated Helpdesk Solution incident is linked to a new, corresponding incidenttask in ServiceDesk. The new ServiceDesk incidents are assigned to the MigratedIncidents category and they obtain their header data from the original HelpdeskSolution incidents.


See “Migrating incidents from Helpdesk Solution” on page 119.

Table 8-3 Helpdesk Solution incident data and corresponding ServiceDeskincident data

Data in ServiceDesk 7.0 MR2 and laterData in Helpdesk Solution 6.x

ContactsAssigned to

Added to the task headerCategory

History, user commentComments

Open dateDate Created

Incident DescriptionDescription

Related ItemsEquipment

Primary contactIncident contact (submitter)

HistoryLast Comment

HistoryLast Date change

Related ItemsLocation

PriorityPriority

History, user commentResolution

StatusStatus

Incident TitleTitle

Incident TitleTitle ID

121Migrating data from Altiris® Helpdesk Solution™How Helpdesk Solution incident data corresponds to ServiceDesk incidents

Table 8-3 Helpdesk Solution incident data and corresponding ServiceDeskincident data (continued)

Data in ServiceDesk 7.0 MR2 and laterData in Helpdesk Solution 6.x

Added to the task Name (title) andDescription

Ticket number

About working Helpdesk Solution incidents inServiceDesk

ServiceDesk can use incident data from an installation of Helpdesk Solution 6.5.


During the migration, for each Helpdesk Solution incident, a task that has thesame priority is created in ServiceDesk. The data from the Helpdesk Solutionincidents sets the status, title, priority, and description of the new ServiceDesktasks. The new tasks are assigned to the Migrated Incidents category so that theyare easily distinguished from ServiceDesk incidents.

See “How Helpdesk Solution incident data corresponds to ServiceDesk incidents”on page 121.

The support technician works a migrated incident by opening its task inServiceDesk. When the incident reaches a specific status, the copy of the incidentin ServiceDesk is closed. The statuses that trigger the closure are selected duringthe incident migration process.

Warning:The Helpdesk Solution incidents remain on the Helpdesk Solution serverand they are linked to the ServiceDesk incidents throughout their life cycle.Therefore, do not delete or shut down the Helpdesk Solution server immediately.Monitor the Migrated Incidents category in ServiceDesk and when all its incidentsare closed, then it is safe to shut down Helpdesk Solution.

Migrating categories from Helpdesk SolutionYou can migrate the categories from Helpdesk Solution 6.5 so that you can usethem in ServiceDesk. If you did not migrate categories at the end of the ServiceDeskinstallation, you can perform the migration in the ServiceDesk portal.

Category migration can be run multiple times.

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To migrate categories from Helpdesk Solution

1 In the ServiceDesk portal, click Submit Request.

2 On the Submit Request page, under Service Catalog, click ServiceDesk.

3 Under New Requests, click Migrate Helpdesk Categories.

4 In the MigrateCategories wizard, on the Welcome page, enter the SymantecManagement Platform computer credentials for the Helpdesk Solution whosedata you want to migrate.

5 Click Next.

6 On the Choose Categories page, select the categories to migrate, and thenclick Migrate.

7 When the migration finishes, click Close.

123Migrating data from Altiris® Helpdesk Solution™Migrating categories from Helpdesk Solution

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Configuring ServiceDesk

■ Chapter 9. Configuring the ServiceDesk application

■ Chapter 10. Managing security, users, roles, groups, and permissions

■ Chapter 11. Customizing the ServiceDesk portal

■ Chapter 12. Customizing the email in ServiceDesk

■ Chapter 13. Distributing the ServiceDesk documentation

■ Chapter 14. Performing administrative tasks

■ Chapter 15. Managing the Active Directory connections in ServiceDesk

3Section

Configuring theServiceDesk application


■ About configuring the ServiceDesk application software

■ Before you configure the ServiceDesk application software

■ Configuring the ServiceDesk application software

■ About incident categories and the data hierarchy

■ About the incident priority

■ Default priority, urgency, and impact values

■ How the incident priority is calculated

■ About the Service Level Agreement and Operating Level Agreement

■ About the Service Level Agreement (SLA) time frames

■ Default SLA time frames

■ About business hours and holidays

■ About Follow the Sun routing

■ About replicating the Process Manager database

■ About the Service Catalog and service items

9Chapter

About configuring the ServiceDesk applicationsoftware

The installation of the ServiceDesk application software includes an initialconfiguration of the ServiceDesk portal. The initial configuration lets you selectthe parts of ServiceDesk to install, configure communication settings, map ActiveDirectory groups, and install sample data.


Because ServiceDesk contains predefined, ITIL-compliant settings, it is ready touse as soon as you set up the ServiceDesk users. However, most organizationsprefer to perform some level of customization to incorporate their specificprocedures and processes. Your organization can decide how much customizationit needs.

Before you begin to configure the ServiceDesk application software, you mustinstall it and perform additional setup tasks.

See “Before you configure the ServiceDesk application software” on page 128.


Before you configure the ServiceDesk applicationsoftware

Before you begin to configure the ServiceDesk application software, you mustinstall it and perform additional setup tasks.


Table 9-1 Tasks to perform before you configure the ServiceDesk applicationsoftware

DescriptionTask

The initial configuration task continues the installation of the ServiceDesk applicationsoftware.


See “Configuring the ServiceDesk application software during installation” on page 92.

Install ServiceDesk andperform the initialconfiguration.

You can also migrate the data from within the ServiceDesk portal.


(Optional) Migrate datafrom a previous versionof Helpdesk Solution, ifnecessary.

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Table 9-1 Tasks to perform before you configure the ServiceDesk applicationsoftware (continued)

DescriptionTask

If you use Active Directory authentication for ServiceDesk, the users and groups wereimported from Active Directory during the ServiceDesk installation. The installation alsohad the ability to map the default ServiceDesk groups to the Active Directory group names.Review the imported information to verify its accuracy and edit it if necessary.

You can view the group, permission, and user information in the ServiceDesk portal byclicking the Admin tab and then clicking Users.

If you use native authentication for ServiceDesk, you must add the users in the ServiceDeskportal. ServiceDesk contains predefined groups and permissions, which you can use ormodify. Assign the new users to the appropriate groups.

Verify or create groups,permissions, and users.

Configuring the ServiceDesk application softwareBecause ServiceDesk contains predefined, ITIL-compliant settings, it is ready touse as soon as you set up the ServiceDesk users. However, most organizationsprefer to perform some level of customization to incorporate their specificprocedures and processes.

See “About configuring the ServiceDesk application software” on page 128.

Before you begin to configure the ServiceDesk application software, verify thatit is installed and that you have performed the required setup steps.

See “Before you configure the ServiceDesk application software” on page 128.

Table 9-2 lists the configurations that are available. Perform the configurationtasks that are necessary to incorporate your organization’s specific proceduresand processes into ServiceDesk.

Many of the configuration tasks are performed in Workflow Designer and othertasks are performed in the ServiceDesk portal. Most of the configuration tasksthat are performed in the ServiceDesk portal require administrator permissions.

For more information about any of the Workflow Designer tasks, see theServiceDesk Customization Guide and the Workflow Solution User Guide.

129Configuring the ServiceDesk applicationConfiguring the ServiceDesk application software

Table 9-2 Configurations for the ServiceDesk application software

DescriptionAction

Categories are used to classify ServiceDesk incidents. ServiceDesk contains predefinedincident categories, which you can use immediately or edit to meet your organization’srequirements. If you migrated incidents or categories from Helpdesk Solution, thosecategories are added to the ServiceDesk portal for use in future incidents.

Review the existing categories and edit or add to them if necessary.

See “About incident categories and the data hierarchy” on page 134.

See “Default categories for incidents” on page 181.

Set up incident categoriesand the data hierarchy.

During incident entry, the submitter specifies the incident’s impact and urgency.Support technicians can also specify the priority. When a user submits an incident,the priority level is assigned based on the impact and the urgency that the userspecified.

See “About the incident priority” on page 135.

ServiceDesk contains default values for the impact, urgency, and priority settings.You can change the available impact and urgency values and the priority that isassigned to the combination of the two values. However, most ServiceDeskimplementations either use the default values or make only minor changes. You canmake these changes by editing SD.GeneralIncidentSubmitForm in Workflow Designer.

Verify or edit the defaultimpact, urgency, and priorityvalues.

When an incident is closed, the support technician must provide a close code toindicate the nature of the resolution.

ServiceDesk contains a set of predefined close codes that are ready to use. Reviewthem to ensure that they meet your needs. If necessary, you can delete or add to thedefault close codes.

See “About incident close codes” on page 174.

Verify or edit the incidentclose codes.

The ServiceDesk portal master settings determine the behavior of the ServiceDeskapplication software and portal.

The master settings are established during the installation of the ServiceDeskapplication software. You can use the default settings or you can edit them asnecessary. We recommend that you review the settings to familiarize yourself withthem and then customize them for your organization.

See “About the ServiceDesk portal master settings” on page 175.

Configure the ServiceDeskportal master settings.

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Table 9-2 Configurations for the ServiceDesk application software (continued)

DescriptionAction

You can customize the appearance of the ServiceDesk portal in the following ways:

■ Customize the general appearance by adding a company logo and selecting atheme, menu style, and other appearance-related features.

You can perform this customization in the ServiceDesk portal, in theCustomization section of the portal master settings.

■ Customize individual portal pages for the entire organization or for users, groups,or organizational groups, or permission groups.

Administrators have permission to customize portal pages and to grantcustomization permissions to other ServiceDesk users.

See “About customizing the contents of ServiceDesk portal pages” on page 151.

Customize the appearance ofthe ServiceDesk portal.

In the ServiceDesk portal, a form is the screen or page that users and workers interactwith during a process. ServiceDesk contains predefined forms for all its processes.These predefined forms are complete and ready to use immediately. However, youcan customize any of the forms to meet your organization’s established processrequirements.

You can use Workflow Designer to customize the appearance and behavior of theforms in the ServiceDesk portal.

See “About customizing forms” on page 151.

Examples of common form customizations are as follows:

■ Setting permissions for forms.

■ Editing the Customer Satisfaction Survey to change the frequency with which itis sent and the data that it collects.


Customize the appearanceand content of forms.

Routing rules determine the users or groups that new ServiceDesk incidents areassigned to. The rules also determine how incidents are escalated. ServiceDeskcontains predefined routing rules and other settings that are ready to use, but youcan customize them to meet your organization’s requirements. Most organizationsperform some level of customization.

You can customize the routing rules by editing the SD.RoutingRules project inWorkflow Designer.

Establish rules for routingincidents.



DescriptionAction

A Service Level Agreement (SLA) is a contract between an organization and its serviceprovider, which sets the expectations and requirements for service delivery. The SLAincludes the allowable time frame for the service delivery.

See “About the Service Level Agreement and Operating Level Agreement” on page 138.

See “About the Service Level Agreement (SLA) time frames” on page 139.

A default SLA is built in to the Incident Management process in ServiceDesk. Youcan edit the default SLA time frames and you can set up the SLA in any custom processthat you create.

Establish Service LevelAgreement (SLA) times.

Business hours are the hours during which your business is commonly conducted.You can customize your organization’s business hours on a global, project, orcomponent basis.

See “About business hours and holidays” on page 140.

You set the global business hours in the Business TimeSpan Editor, which is installedas a Workflow Designer tool. You set the business hours for a specific project orcomponent by editing it in Workflow Designer.

Set business hours andholidays.

Follow the Sun routing lets you set incidents to be passed to or picked up by anotherservice location when the originating office closes.

See “About Follow the Sun routing” on page 141.

You set up the Follow the Sun routing by editing the SD.FollowTheSun project inWorkflow Designer.

Set up Follow the Sunrouting.

In Incident Management, incident templates are special incident forms containingpredefined, standard values for common issues. Using templates speeds the entry ofincidents and helps to standardize and increase the accuracy of the incidentinformation.

Create incident templates for any issues that are reported frequently. You can editand update them at any time.

Create incident templates.

ServiceDesk can send email notifications when various process events occur. It canalso create incidents from inbound email. These email capabilities are predefinedand ready to use. However, you can customize them as needed.

See “Customizing the email actions for ServiceDesk processes” on page 155.

Customize email forServiceDesk processes.

After an incident is resolved, it appears in the affected user’s task list for confirmationof its resolution. If the user does not respond within a specified number of days, theincident’s status is changed from Resolved to Closed. The default timeout period istwo days. You can change the timeout period by editing theSD.IncidentManagementProcess project in Workflow Designer.

Change the timeout periodfor users to confirm incidentresolutions.

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DescriptionAction

In the Change Management process, a change team is a group of people who canassess, plan, authorize, schedule, implement, and test a change request. The changeteam includes the Change Advisory Board (CAB). The members of the CAB advise thechange manager in the assessment, planning, and authorization of changes.

During the initial approval phase of the Change Management process, the changemanager selects the members of the change team. You can create predefined changeteam groups to facilitate the team selection.

Create change team groupsfor Change Management.

The change manager who provides the initial approval of a change request also selectsthe change type. The change type determines the number of steps that the changeimplementation requires. It also determines the number of workers who must beinvolved in each step.

By default, when you use the ITIL change type, 100 percent of the participants mustapprove a change before it can be implemented. You can change this percentage sothat a change can proceed after a single person’s approval, a specific user’s approval,or a majority approval.

You change the approval percentage by editing the SD.ChangeManagement projectin Workflow Designer.

Change the CAB approvalpercentage for ChangeManagement

Your organization might want to create a replication database to duplicate the datain the Process Manager database. The replication database is created during or afterthe installation of the ServiceDesk application software.


You can set up one or more schedules for synchronizing the data between the ProcessManager database and the replication database.

Set the database replicationschedule.

During the entry of a problem ticket, the process worker specifies a category to helpclassify the root cause of the problem.

ServiceDesk contains default values for the problem category. You can add and editthe problem categories. However, most ServiceDesk implementations either use thedefault values or make only minor changes. You can make these changes by editingthe SD.ProblemManagement project in Workflow Designer.

Verify the problemcategories.

We assume that each organization has specific requirements for providingdocumentation to their process workers and the users of the ServiceDesk portal.Therefore, the ServiceDesk documentation is not installed with the ServiceDeskapplication software. We recommend that you download these guides and make themavailable to your users as needed.

See “Making the ServiceDesk documentation available to users” on page 161.

(Optional) Make theServiceDesk documentationavailable to your users.



DescriptionAction

When a process worker works a task that is associated with an equipmentconfiguration item (CI), the worker can access the Remote Control (Via RDP) link.The link runs a tool, which generates and downloads an RDP file that contains theconfiguration item’s IP address. The worker can use the RDP file to open a RemoteDesktop Connection to the computer that the CI represents.

This functionality requires that IIS (Internet Information Services) contains a MIMEtype for RDP. If you plan to use the remote control tool, you must add the new MIMEtype. In Internet Information Services Manager, you can edit the local computer’sProperties and add a new MIME type. In the new MIME type, both the extension andMIME type are .rdp.

After you add the new MIME type, you must restart IIS for the change to take effect.

(Optional) Add a MIME typefor remote control throughRDP

About incident categories and the data hierarchyServiceDesk uses categories to classify incidents. The support technicians assigna category to incidents in the advanced incident form. The incident category helpsroute the tickets to the appropriate incident technician or queue. The categoryalso helps sort incidents for reports.

You can use additional levels of classification items to further identify theincidents. The main categories and the additional classification items are referredto as the data hierarchy. You can define up to 10 levels of categories in thehierarchy.

When you set up the data hierarchy, try to achieve a complete categorizationsystem without making it too complex. Provide enough nested levels for thesupport workers to accurately classify the incidents. However, too many categoriesand classifications make it difficult to select the correct one. When incidents arecategorized incorrectly, some steps in the process might be skipped or the incidentsmight be reported incorrectly.

You can use any of the following categories:

ServiceDesk contains predefined incident categories, which youcan use immediately or edit to meet your organization’srequirements.

You can view the default categories in the ServiceDesk portal fromAdmin > Data > Hierarchy Data Service.

See “Default categories for incidents” on page 181.

Default categories

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134

You can create new categories in addition to or in place of thedefault categories.

New categories

Categories are imported to ServiceDesk when you migrate incidentsor categories from a previous version of Helpdesk Solution. Anyincidents that you migrate retain their original categorization. Theimported categories are available for any new incidents that arecreated.

The imported categories do not correspond to the default categoriesin ServiceDesk. After you migrate the incidents or categories, somecleanup might be required.


Imported categories

About the incident priorityEvery incident that is submitted to the ServiceDesk is assigned a priority, whichdetermines how the incident is routed and when it is escalated. The prioritizationof incidents helps you manage Service Level Agreements (SLA) and comply withthe concepts of ITIL service management.

A user who submits an incident can specify the urgency and impact. These valuesare used to calculate the incident’s priority for its initial routing. This automaticcalculation eliminates guesswork and prevents the user from assigning a highpriority to every incident. The support technician who works the incident canchange the urgency values and impact values as well as the calculated priority.

See “How the incident priority is calculated” on page 137.

A support technician who uses the advanced incident form can specify the urgency,impact, and priority. The priority is not calculated automatically because thesupport workers can assess an incident’s priority better than the users can.

ServiceDesk contains default values for the urgency, impact, and priority settings.The values that are available differ between the standard incident form and theadvanced incident form. For the user’s benefit, the values that appear on thestandard incident form are more descriptive.

See “Default priority, urgency, and impact values” on page 136.

Most ServiceDesk implementations either use the default values or make onlyminor changes. Changing the values requires caution and a good understandingof the Symantec Workflow software. You can change the available impact andurgency values and the priority that is assigned to the combination of the twovalues. You make these changes by editing the SD.GeneralIncidentSubmitFormproject in Workflow Designer.

135Configuring the ServiceDesk applicationAbout the incident priority

For more information about customizing forms and editing projects, see theServiceDesk Customization Guide and the Workflow Solution User Guide.

Default priority, urgency, and impact valuesDuring incident entry, the submitter specifies the urgency and impact. When auser submits an incident, the priority is assigned based on the urgency and theimpact that the user specified. The support technicians can change an assignedpriority. Support technicians who create new incidents can specify the priority.

ServiceDesk contains default values for the priority, urgency, and impact settings.The values that are available differ between the standard incident form and theadvanced incident form. For the user’s benefit, the values that appear on thestandard incident form are more descriptive.

Most ServiceDesk implementations either use the default values or make onlyminor changes.


Table 9-3 Default priority, urgency, and impact values

Default valuesSetting

Represents an assessment of how much the issue affects the submitter or the primary contact.

The users can select from the following values:

■ No Immediate Urgency■ Preventing Some Non-Urgent Work■ Blocking Critical Business

The support technicians can select from the following values:

■ Core Business Service■ Support Service■ Non-urgent Services

Urgency

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136

Table 9-3 Default priority, urgency, and impact values (continued)

Default valuesSetting

Defines the extent of the issue by specifying how many people are affected.

In the Who is Affected? option on the Create a New Incident page, the users can select from thefollowing values:

■ Single User■ Entire Team or Group■ Entire Department■ Unsure

In the Impact option, the support technicians can select from the following values:

■ Department/LOB/Branch(LOB means line of business)

■ Small group or VIP■ Single User

Impact

Determines how the incident is routed and when it is escalated.

This setting is available on the advanced incident form only.

The default values are as follows:

■ Low■ Minor■ Normal■ High■ Urgent■ Emergency

Priority

How the incident priority is calculatedWhen a user submits an incident, the incident is assigned a priority based on theimpact and the urgency that the user specified. This automatic calculationeliminates guesswork and prevents the user from assigning a high priority toevery incident.

On the Create a New Incident page that the user sees, the option to specify theimpact is named Who is Affected?.


Table 9-4 lists the priorities that result from combining the default impact andurgency values. You can customize the values and the way that they combine toarrive at the priority.

137Configuring the ServiceDesk applicationHow the incident priority is calculated

Table 9-4 How the incident priority is calculated

Calculated priorityImpactUrgency

LowSingle UserNo Immediate Urgency

NormalEntire Team or GroupNo Immediate Urgency

HighEntire DepartmentNo Immediate Urgency

LowUnsureNo Immediate Urgency

NormalSingle UserPreventing SomeNon-Urgent Work

HighEntire Team or GroupPreventing SomeNon-Urgent Work

HighEntire DepartmentPreventing SomeNon-Urgent Work

NormalUnsurePreventing SomeNon-Urgent Work

HighSingle UserBlocking Critical Business

UrgentEntire Team or GroupBlocking Critical Business

UrgentEntire DepartmentBlocking Critical Business

HighUnsureBlocking Critical Business

About the Service Level Agreement and OperatingLevel Agreement

A Service Level Agreement (SLA) is a contract between an organization and itsservice provider, which sets the expectations and requirements for service delivery.The SLA can be between an external customer and your customer support teamor between your organization’s employees and your IT department. The SLAformally defines the agreed-upon services, priorities, and responsibilities thatare required to support the customers and users.

An Operating Level Agreement (OLA) defines how departments work together tomeet the requirements that are documented in an SLA. The OLA describes theresponsibilities of each internal support group toward other support groups,including the process and the time frame for delivering their services. The OLAhelps ensure that the activities of the multiple support teams are aligned to providethe contracted service.

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Typically, corporate policy defines the overall SLA. A default SLA is built in tothe Incident Management process. You can edit the default SLA time frames andyou can set up the SLA and OLA in any custom process that you create.

For more information about setting up an SLA and OLA in a process and settingtime frames in the SLA, see the ServiceDesk Customization Guide.

About the Service Level Agreement (SLA) time framesA Service Level Agreement (SLA) defines the expectations and requirements fordelivering a service, including the allowable time frame for the delivery.

See “About the Service Level Agreement and Operating Level Agreement”on page 138.

The SLA time frames that are associated with ServiceDesk processes are as follows:

The actual time frame that is defined in the SLA.Overall time frame

Intermediate time frames for completing the process steps. Thesetime frames are shorter than the overall time, to allow the supportteam to complete the service well within the overall SLA time frame.

Internal timeframe

Each of these time frames contains the following time definitions:

The time that can elapse before a service is considered late.Late time

The time that elapses before the worker receives a warning about theremaining time that is allowed.

Warn time

When a ticket’s internal SLA level reaches its warn time, an email is sent to thecurrent assignee, if any. The ticket’s status is unchanged.

When the internal SLA level reaches its late time, the status is changed to OUTOF TIME. The ticket is assigned to Support I, Support II, and Service Managersno matter who it was assigned to. No email is sent because the ticket is nowassigned to multiple groups of users rather than one particular user.

When a ticket’s overall SLA level reaches its warn time, an email is sent to thecurrent assignee, if any. When the overall SLA level reaches its late time, it islikely that the ticket has been escalated automatically and the notifications havebeen sent. Therefore, no new action is taken in ServiceDesk.

A default SLA is built in to the Incident Management process. You can edit thedefault SLA time frames to comply with your organization’s SLA.

139Configuring the ServiceDesk applicationAbout the Service Level Agreement (SLA) time frames

See “Default SLA time frames” on page 140.

If your organization does not use Service Level Agreements, you can disable anSLA by setting a large number of days for its time frames.

For more information about setting time frames in the SLA, see the ServiceDeskCustomization Guide.

Default SLA time framesA Service Level Agreement (SLA) defines the expectations and requirements fordelivering a service, including the allowable time frame for the delivery.


A default SLA is built in to the Incident Management process. You can edit thedefault SLA time frames to comply with your organization’s SLA.

Table 9-5 Default SLA time frames

Time framesSLA level

The basic time frames are as follows:

■ The overall late time frame is six days, with a warning at threedays.

■ The Support I group has eight hours to respond, with a warningat four hours.

■ The second-level support and escalated levels each have eighthours to respond, with a warning at four hours.

Basic

The overall late time frame is two hours, with a warning at one hour.Emergency

For more information about setting time frames in the SLA, see the ServiceDeskCustomization Guide.

About business hours and holidaysBusiness hours are the hours during which your business is commonly conducted.Typical business hours can vary by country. For example, business hours in theUnited States vary by region due to the different time zones.

You can set your organization’s business hours and holidays at one of severallevels, based on your business locations and SLA policy.

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Table 9-6 Levels for setting business hours and holidays

DescriptionLevel

The global business hours become the default settings for everynew workflow and monitoring project that is created in WorkflowDesigner. The global business hours are set with the BusinessTimeSpan Editor, which is installed as a Workflow Designer tool.

You can define the beginning and ending business hours, holidays,and weekend days.

For more information about the Business TimeSpan Editor, see theWorkflow Solution User Guide.

Global

The initial business hour settings at the project level are obtainedfrom the global settings. You can use Workflow Designer to changethe business hours for specific projects.

You might use project-level business hours if a specific departmentoperates through the weekend while the most other departmentsoperate during the business week. For example, the retail industrymight require project-level business hours.

Project

On their own, the business hour settings do not affect the way aworkflow project is executed. But they can be incorporated at thecomponent level to allow or prevent certain actions from occurringbased on established business hours. For example, you might needto consider weekends and holidays when establishing timeout andescalation rules.

Component, withinworkflow projectsonly

For more information about setting business hours, see the ServiceDeskCustomization Guide and the Workflow Solution User Guide.

About Follow the Sun routingIn a Follow the Sun management process, a service organization provides 24x7support by staffing service desks in multiple locations according to time zone. Anincident can be submitted and worked in one location and then passed to or pickedup by another location when the originating office closes. The incident is thenpassed from location to location as each one closes, until the incident is resolved.

Follow the Sun routing lets you service your users in a continuous support model.You can also use a Follow the Sun model with overlapping shifts to offset peakcall volume times and random call spikes.

The advanced incident form contains a Follow the Sun option. When that optionis selected, the incident is routed to the groups that you define.

141Configuring the ServiceDesk applicationAbout Follow the Sun routing

Follow the Sun routing is defined in Workflow Designer in the SD.FollowTheSunproject.

For more information about setting up Follow the Sun routing, see the ServiceDeskCustomization Guide and the Workflow Solution User Guide.

About replicating the Process Manager databaseYou can create a database that replicates certain data from the Process Managerdatabase. You can either copy or move the original data to the replication databaseor to a file. For example, you can copy data to the replication database for datamining, which might otherwise affect the performance of the Process Managerdatabase. You can move old and unneeded data to purge it from the ProcessManager database.

The default name for the actual database is ProcessManagerReplication. It typicallyresides on the same SQL Server computer as the Process Manager database.

The ServiceDesk Setup wizard creates and configures the replication databaseif you complete the Database Replication page. This page is part of theinstallation’s advanced settings. You can configure the replication database afterthe initial ServiceDesk installation if you did not do so during the installation.

See “Database Replication page” on page 80.

You might not need to replicate data until after you have used ServiceDesk forsome time. If you did not configure the replication database during the initialServiceDesk installation, you can do so at any time thereafter.

See “Setting up the replication database after the initial installation” on page 109.

After the replication database is created, you configure one or more replicationschedules that specify the data to replicate and when to replicate it.

About the Service Catalog and service itemsThe Service Catalog is a Web part that appears on several ServiceDesk portalpages and that lets users select service items. A service item automates the routineactions that are performed in ServiceDesk. Service items are available for bothprocess workers and users.

The service items are organized in categories, which appear in a tree view in theService Catalog. You can control the use of the service items by setting permissionson a category or on individual items.

The Service Catalog contains many predefined service items, which can be usedto initiate all the ServiceDesk processes. For example, the default service items

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are used to submit an incident, submit a knowledge base request, and create aproblem ticket.

You can also add customized service items to the Service Catalog. For example,you can add service items for self-service activities such an as automated passwordreset or an automated software request. Users who submit incidents can firstsearch the Service Catalog for any self-service items that help them resolve theincident on their own. The self-service items can reduce incident submissions andreduce the amount time that support workers spend resolving incidents. Duringthe incident submission process, users can search the Service Catalog for anyitems that can help them solve the issue on their own. A support technician canresolve an incident by suggesting a self-serve item.

The customization of the Service Catalog requires a full Workflow Solution license.Examples of the custom service items are: automated password reset, automatedsoftware request.

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Managing security, users,roles, groups, andpermissions


■ About ServiceDesk security and permissions

■ About group-level permissions

■ About ServiceDesk authentication

■ About adding users from Active Directory

About ServiceDesk security and permissionsServiceDesk manages access to the ServiceDesk portal through nativeauthentication or Active Directory authentication.


ServiceDesk provides a high level of security within the ServiceDesk portal throughthe use of users, groups, organizational units, and permissions. The ServiceDeskpermissions control all the views and possible actions in the ServiceDesk portal.

For example, permissions can grant or deny access to certain functions withinServiceDesk. Permissions can grant the ability to create users, and they can denyaccess to view and edit articles in the knowledge base.

The ServiceDesk permissions are hierarchical. The permission that is applied atthe most specific level takes precedence. For example, a group is denied access toview a knowledge base article. However, a specific user within that group has

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permission to view the article. In this case, the user’s specific permission overridesthe group setting, and the user is able to view the article.

Table 10-1 ServiceDesk permissions hierarchy

DescriptionPermissions level

Any user of the portal who can log on.

Users can have permissions assigned to them. User can also inherit permissions from thegroups and organizational units to which they belong.

User

A collection of users.

For example, the Support I group might contain all the level 1 support technicians. The KBEditors group might contain all the people who can review and edit knowledge base articles.Users can be members of multiple groups.

ServiceDesk permissions are almost always granted at the group level rather than at theuser level.

See “About group-level permissions” on page 146.

Group

Permissions control the access to and use of the ServiceDesk portal. What users can viewand what actions they can perform are based on permissions.

For example, permissions may grant access to certain functions within ServiceDesk, suchas the ability to create users. Or permissions may grant or deny access to view and editarticles in the knowledge base. Access to everything in ServiceDesk is controlled throughpermissions.

Permission

A collection of users or groups.

An organizational unit is generally a very large group. For example, an organizational unitmay be a department, office, or division of an organization.

The ServiceDesk organizational units do not correspond to the Active Directory organizationunits.

Organizational unit

About group-level permissionsGroups are collections of ServiceDesk users. The use of groups lets you assignpermissions more efficiently and helps simplify the ongoing administration ofServiceDesk permissions. Instead of assigning permissions to each userindividually, you can specify the permissions for a group. The permissions for agroup are valid for each user who is a member of that group. ServiceDeskpermissions are almost always granted at the group level rather than at the userlevel.

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When you apply permissions to groups, you do not have to edit the permissionsettings for the individual users. The permissions changes that you make at thegroup level are updated for every user who is a member of that group.

You can use the default groups that are provided with ServiceDesk, create newgroups, or import groups from Active Directory during the ServiceDesk installation.

For more information, see the lists of default permissions in ServiceDesk in theServiceDesk User Guide.

About ServiceDesk authenticationThe method for authenticating the users who log on to ServiceDesk is definedduring the ServiceDesk installation. The authentication method can also be definedin the Process Manager Active Directory Settings section in the ServiceDeskportal master settings. Your organization can use native authentication or ActiveDirectory (AD) authentication.


Table 10-2 Authentication methods for ServiceDesk users

DescriptionMethod

With native authentication, users are authenticated against the Process Manager database.This authentication method requires that you create user accounts in ServiceDesk.

Native authentication

With Active Directory authentication, a mixed mode authentication is used. AD users areauthenticated against Active Directory. Any users who are not found in Active Directoryare authenticated against the Process Manager database (native authentication).

When Active Directory authentication is selected, the AD users and groups are importedto ServiceDesk during the installation and subsequent synchronizations. The importedusers and groups are stored in the Process Manager database. However, AD passwordsand other sensitive information are not stored in the Process Manager database.

See “About Active Directory synchronization” on page 177.

You can connect to additional Active Directory servers or edit the settings for an existingserver. These options are available on the AD Servers page, which is accessed from theAdmin menu.

See “About managing Active Directory servers in ServiceDesk” on page 180.

Active Directoryauthentication

About adding users from Active DirectoryWhen your organization uses Active Directory (AD) authentication, the AD usersand groups are imported to ServiceDesk during the ServiceDesk installation and

147Managing security, users, roles, groups, and permissionsAbout ServiceDesk authentication

subsequent synchronizations. The ServiceDesk users and groups are stored inthe Process Manager database.


Table 10-3 How Active Directory users can be added to ServiceDesk

DescriptionMethod

During the installation of the ServiceDesk application software,the users and groups from your Active Directory are importedto ServiceDesk.

During installation

Periodically, ServiceDesk synchronizes with Active Directory toobtain new and updated users and groups from Active Directory.During synchronization, the user and the group data from ActiveDirectory overwrites the user and the group data that is inServiceDesk.


During thesynchronizationbetween ServiceDeskand Active Directory

If a new user needs to access ServiceDesk betweensynchronizations, you can add the user manually from ActiveDirectory.

Manually

This method is available only if the option AutoCreateUsersonInitial Login is selected for the Active Directory server.

Users who are in Active Directory but have not been added toServiceDesk are added to ServiceDesk when they log on to theServiceDesk portal.

When such a user enters their logon credentials, ServiceDeskchecks the credentials against the Process Manager database. Ifthe credentials are not there, ServiceDesk checks the credentialsagainst Active Directory and adds the user to ServiceDesk.

Automatically when auser logs on

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Customizing theServiceDesk portal


■ About the ServiceDesk portal

■ About customizing the contents of ServiceDesk portal pages

■ About customizing forms

■ About the Customer Satisfaction Survey

About the ServiceDesk portalThe ServiceDesk portal is a Web-based interface that provides access to theServiceDesk application software. The users of ServiceDesk access the portal fromtheir Web browsers and use it to run the workflow processes and perform otherServiceDesk activities.

Examples of the tasks that users can perform in the ServiceDesk portal are asfollows:

■ Administrators can configure settings for the appearance, operation, andmanagement of the portal.

■ Users can create incidents and view knowledge sources such as the knowledgebase.

■ Process workers can work on incidents, create and work on tickets for otherprocesses, contribute articles, and participate in discussions.

When you log on to ServiceDesk, the permissions that you have been granteddetermine the elements of the portal that are available to you. If you cannot access

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a particular portal page or other feature, you probably do not have the appropriatepermissions.

Table 11-1 Screen elements of the ServiceDesk portal

DescriptionElement

The browser window that appears when you double-click the SymantecProcessManagershortcut.

ServiceDesk portal

A drop-down list that can appear at the top of the ServiceDesk portal window. It appearsonly when you have permission to edit the current ServiceDesk portal page.

SiteActions drop-downlist

The clickable text that appears at the upper right and lower left of the ServiceDesk portalwindow. Examples of links are Help and Logout.

Link

The horizontal row of tabs that appears near the top of the ServiceDesk portal window.

The pages that appear on the tab bar are root pages.

Tab bar

A clickable segment of the tab bar. Clicking a tab opens a page or displays one or moremenu commands.

Tab

The horizontal row of menu commands that appears beneath the tab bar. The contents ofthe menu bar depend on the tab that you click. Some tabs do not have a menu becausethey perform a single action.

The pages that appear on the menu bar are subpages.

Whenever you log on to the ServiceDesk portal, the portal opens to a specific page. Initially,your permissions determine which page opens. However, you can set a different page toopen when you log on.

Menu bar

A clickable segment of the menu bar. Clicking a menu command opens a page or displaysone or more menu subcommands.

Menu command

The entire area that appears beneath the menu bar when you click a tab or a menucommand. Most of the work in ServiceDesk is performed in a portal page or in a page thatis accessed from a portal page.

Portal pages can be customized for the entire organization or for users, groups, permissions,or organizational units. Administrators have permission to customize portal pages andto grant customization permissions to other ServiceDesk users.

See “About customizing the contents of ServiceDesk portal pages” on page 151.

Page or portal page

The segments that appear on a ServiceDesk portal page in the form of Web parts that letyou perform actions or enter data.

You can customize a portal page by adding, editing, or deleting one or more Web parts.

Section or Web part

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About customizing the contents of ServiceDeskportalpages

The ServiceDesk portal consists of pages, from which all ServiceDesk activitiesare performed. The portal pages can be customized to meet your organization’sspecific requirements.

Examples of the customizations that can be made are as follows:

■ An administrator configures a different My Task List page for each group.

■ An individual adds a search capability to their own Home page.

■ A support manager customizes their Tickets page and then shares it with therest of the support group.

■ An administrator customizes a ProcessView page for a specific type of worker.For example, a high-level support technician might need additional actions.

Administrators can perform all the customization actions and can grantcustomization permissions to other ServiceDesk users. Non-administrator userstypically have fewer options for customizing portal pages.

Customizing portal pages consists of the following actions:

■ Adding and deleting pages

■ Specifying which pages can be customized

■ Adding, editing, and deleting the Web parts that appear on a page

■ Sharing pages with other users

You can also set a portal page to be the page that opens whenever you log on tothe ServiceDesk portal.

About customizing formsIn the ServiceDesk portal, a form is the screen or page that workers and usersinteract with during a process. The forms feed the process data into the database.For example, a change worker uses the Request Change form to submit a newchange request. Users use the Create New Incident form to submit incidents.

ServiceDesk contains predefined forms for all its processes. These predefinedforms are complete and ready to use immediately. However, you can customizeany of the forms to meet your organization’s established process requirements.

For example, many organizations customize the Customer Satisfaction Surveyform that is sent to the submitting user when an incident is resolved and

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confirmed. In the survey, the user rates how satisfied they are with the servicethat they received.


The form customization can be performed at different levels and from differentplaces.

Table 11-2 Levels of form customization

What you can customizeWhere to editLevel

Examples of how you can customize a form are as follows:

■ Change the theme or the template style.

You can select from a range of theme and template styles oryou can create your own. You can also change the form size.

■ Change the text that appears on a form.

■ Change the images that appear on a form.

■ Rearrange the elements on the form.

■ Change error messages.

The predefined forms contain the error messages that appearwhen a required field is not populated. You can edit these errormessages.

■ Change the confirmation pages that are presented to users.

Several process actions result in a confirmation message beingsent to the user. For example, when a user submits an incident,a Thank You page appears; when a log on fails, an error pageappears. You can change the contents of these pages.

■ Add data to a form.

For example, you might add a field to the incident form so thatthe support technicians can assign the incident to a cost center.

■ Remove data from a form.

Warning:Use caution when you remove data components froma form. Any of the output variables that those componentsdesignate become invalid after the removal, which breaks theprocess.

Workflow Designer

For more informationabout customizingforms, see theServiceDeskCustomization Guideand the WorkflowSolution User Guide.

The form itself

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Table 11-2 Levels of form customization (continued)

What you can customizeWhere to editLevel

On the Edit Form page, you can edit the form information on thefollowing tabs:

■ Form InformationThe name, description, and other information regarding theform’s display in the ServiceDesk portal.

■ WebPart InformationLets you define the form as a Web part.

■ User InformationInformation about passing the user ID.

■ Session InformationInformation about passing a session ID.

■ PermissionsLets you determine who can access a process by settingpermissions on the form that provides access to that process.

■ ProfilesLets you assign a default form profile to the form.

ServiceDesk portal, onthe Edit Form page.

Aspects of the form’sappearance andbehavior in theService Catalog

About the Customer Satisfaction SurveyAfter an incident is resolved, the submitting user receives a task to view its history,comments, and other information about its resolution. If the resolution issatisfactory, the user marks the incident as resolved. When the incident resolutionis verified, the user can be asked to complete a Customer Satisfaction Survey torate the service and the resolution.

You can customize the forms that control the Customer Satisfaction Survey.

Examples of how you might change the Customer Satisfaction Survey form areas follows:

■ Change the frequency with which the survey is sent.By default, the Customer Satisfaction Survey is sent for every incident that isresolved and confirmed, except when the incident’s close code is Quick Close.However, you can customize the frequency so that the survey is sent for onlya certain percentage of the resolved incidents. You also can set the frequencybased on the type or priority of the incident.You can change the frequency of the Customer Satisfaction Survey by editingthe SD.IncidentManagementProcess project in Workflow Designer.

■ Change the data that the survey collects.

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You can change the text on the survey form. You can also change the surveyquestions and the possible responses so that you can track the informationthat is most important to your organization.You can change the appearance and fields of the Customer Satisfaction Surveyby editing the SD.CustomerServiceSurvey project in Workflow Designer.

For more information about customizing forms and editing the CustomerSatisfaction Survey, see the Workflow Solution User Guide and the ServiceDeskCustomization Guide.

See “About customizing forms” on page 151.

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Customizing the email inServiceDesk


■ Customizing the email actions for ServiceDesk processes

■ About automatic email notifications

■ About the contents of email notifications

■ About configuring the email monitoring

Customizing the email actions for ServiceDeskprocesses

ServiceDesk can perform the following automatic email actions:

■ Send email notifications at various stages of a process, based on one or moreevents that occur within the process.

■ Accept new incidents or updates to current incidents through inbound email.

These email capabilities are predefined and ready to use. However, you cancustomize them as needed.

All the actions that are listed in Table 12-1 are optional and can be performed inany order.

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Table 12-1 Process for customizing the email actions for ServiceDesk processes

DescriptionAction

Each process can trigger several types of email notifications. Youcan customize the email notifications by editing the project forthe appropriate process in Workflow Designer.


For more information about editing the process projects, see theWorkflow Solution User Guide.

Customize theautomatic emailnotifications.

The contents of the automatic email messages are predefinedfor each type of notification. You can customize any of thesemessages or add new ones.

See “About the contents of email notifications” on page 157.

Edit the automaticemail contents.

ServiceDesk monitors the appropriate inbox for all new, unreademails and processes them by creating incidents or routing themto the support team for classification.

You can customize the email monitoring as follows:

■ The mailbox and other email settings are configured duringthe installation of the ServiceDesk application software. Ifnecessary, you can change some of these settings on the portalMaster Settings page.

See “Mail Settings page” on page 99.

■ You can use the monitoring process as it is defined or you cancustomize it. For example, you can monitor multiplemailboxes, define the email contents to be processed, andchange the assignee for the new incidents.


Customize the emailmonitoring.

About automatic email notificationsServiceDesk can send email notifications at various stages of a process, based onone or more events that occur within the process. The type of event determinesthe contents and the recipients of the email notifications.

For example, when a technician resolves an incident, an email that containsinformation about the resolution is sent to the person who submitted the incident.

ServiceDesk contains default notifications for the following core processes:

■ Incident Management

■ Problem Management

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■ Change Management

■ Knowledge Management

The default notifications are ready to use. However, you can customize the emailnotifications by editing the appropriate project in Workflow Designer. For example,you can change the event that triggers a notification or create a notification fora new event.

For more information about editing the email notifications, see the WorkflowSolution Customization Guide.

You can also change the default contents of the automatic email notifications.

See “About the contents of email notifications” on page 157.

These automatic email notifications are different from the process notificationsthat result from the events that occur on specific items within the ServiceDeskportal. For example, the process notifications can be sent when a document or aknowledge base entry is added, edited, or deleted.

About the contents of email notificationsServiceDesk can send email notifications at various stages of the core processes,based on one or more events that occur within the process.


The contents of the email messages are predefined and ready to use. However,you can customize any of these messages. You can also edit the triggers of theemails or add notifications to additional processes.

ServiceDesk obtains the contents of the email messages from several sources.

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Table 12-2 Sources for the contents of the email messages

DescriptionSource

Most email content is obtained from templates. An email templateis a message containing predefined content, format, and structurethat is used to create individual emails from a ServiceDeskprocess.

The SD.EmailServices project contains default templates for thecore ServiceDesk processes. When an email is triggered withina process, the process selects a template that corresponds to theprocess ID. For example, if the process ID is IM-000001, then anIncident Management template is selected.

You can customize the email templates by adding, editing, ordeleting them in the SD.EmailServices project in WorkflowDesigner. You can customize the email header and footer in theSD.DataServices, in the GetEmailHeaderandFooter model.

Templates in theSD.EmailServicesproject

Certain processes can execute the Send Email component togenerate the email messages within the process itself, instead ofcalling for a template in SD.EmailServices.

You can customize the default email messages by editing theSend Email component for the specific process in WorkflowDesigner.

In the Send Emailcomponent within aprocess

For more information about configuring the content for email or editing processesand projects, see the ServiceDesk Customization Guide or the Workflow SolutionUser Guide.

These automatic email notifications are different from the process notificationsthat result from the events that occur on specific items within the ServiceDeskportal. For example, the process notifications can be sent when a document or aknowledge base entry is added, edited, or deleted.

About configuring the email monitoringServiceDesk can accept new incidents or updates to current incidents throughinbound email. ServiceDesk monitors the appropriate inbox for all new, unreademails and processes them by creating incidents or routing them to the supportteam for classification. This email process relies on an automatically-generatedreply code to link the email correspondence to an incident. The support workersdo not have to check an Inbox because the email correspondence is added to theincident’s history.

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By default, the email monitoring process can also add the contents of the emailresponses to a process ticket. The recipient of the email can send a reply thatcontains the requested information. The monitoring process reads the reply codethat is associated with the email. The process adds the email contents to theappropriate process history and creates a task for the process worker.

The mailbox and other email settings are configured during the installation ofthe ServiceDesk application software. If necessary, you can change these settingson the Application Properties page, below the Service Desk Settings link. TheApplication Properties page is available from the Admin menu.

See “Commands on the Admin menu” on page 169.

The default monitoring process is ready to use. However, you can customize it inseveral ways to meet your organization’s requirements.

Table 12-3 Suggestions for customizing the email monitoring

MethodCustomization

Edit the SD.Email.Monitor project inWorkflow Designer.

Examples of how you might customize theemail monitoring process are as follows:

■ Configure the process to monitormultiple mailboxes.

■ Add or change the words or phrases inthe subject line that trigger the creationof an incident.

■ Create an incident rule that defines thewords or phrases in the message bodythat can populate values in the incident.

■ Use a notification rule to automaticallycreate an email if additional informationis needed from the original sender.

Edit the SD.Email.InboundManagementproject in Workflow Designer.

Change the assignee for the incidents thatare created automatically.

You can create an email template in youremail client, and then set up incident rulesin the SD.Email.Monitor project to evaluatethe template content.

For example, if you include a Location fieldin the email template, the incoming emailmessages can be routed to the correctlocation.

Create templates for the users who submitincident through email so ServiceDesk cancapture or evaluate specific information.

Many organizations perform thiscustomization.

159Customizing the email in ServiceDeskAbout configuring the email monitoring

For more information about configuring email and customizing projects, see theServiceDesk Customization Guide and the Workflow Solution User Guide.

Customizing the email in ServiceDeskAbout configuring the email monitoring

160

Distributing theServiceDesk documentation


■ Making the ServiceDesk documentation available to users

■ Configuring the Help link for ServiceDesk documentation

■ Linking to the ServiceDesk documentation from a Links Web part

■ Displaying the ServiceDesk documentation in a File Browser Web part

■ Adding the ServiceDesk documentation to Document Management

Making the ServiceDesk documentation available tousers

We assume that each organization has specific requirements for providingdocumentation to their process workers and the users of the ServiceDesk portal.Therefore, the ServiceDesk documentation is not installed with the ServiceDeskapplication software. We recommend that you download these guides and makethem available to your users as needed.

To avoid the distribution of outdated documentation, you must update thedocumentation files when updates are available. The updated documentation filesare not installed with the software updates. When you plan how to distribute thedocumentation to your ServiceDesk users, consider the ease of updating thedocuments in the future.

13Chapter

Table 13-1 Process for making the ServiceDesk documentation available tousers


Download any of the following documents:

■ ServiceDesk Implementation Guide

This guide is for the administrator who installs and configuresServiceDesk.

■ ServiceDesk User Guide

This guide is for the process workers.

■ ServiceDesk Portal User Guide

This guide is for the internal users and external users who useServiceDesk to submit incidents and use the knowledge base. You candecide whether to provide this documentation.

The ServiceDesk release notes and other documentation resources containthe links to the location for downloading the documentation files.

See “Where to get more information” on page 19.

Download thedocumentation to ashared network drive orother location.

Step 1

You can provide access to the documentation files in whatever way youdecide is best.

Some of the options that are available in ServiceDesk are as follows:

■ Edit the Help link that appears at the lower left of the ServiceDeskportal window. Set the link to target the location of the documentationfiles.

The default target for the Help link is the ServiceDesk ProductSupportpage on the Symantec Web site.

See “Configuring the Help link for ServiceDesk documentation”on page 163.

■ Add the documentation files to a document management category andadd a category browser Web part to access them.

See “Adding the ServiceDesk documentation to Document Management”on page 166.

■ Add a file browser Web part that enables browsing to the documents

See “Displaying the ServiceDesk documentation in a File Browser Webpart” on page 165.

■ Add the Links Web part that provides links to the documents

See “Linking to the ServiceDesk documentation from a Links Web part”on page 164.

We do not recommend that you deliver copies of the documentation toindividual users. The more copies of the documentation that you distribute,the harder it becomes to update all of them.

Make thedocumentationavailable to the users.

Step 2

Distributing the ServiceDesk documentationMaking the ServiceDesk documentation available to users

162

Table 13-1 Process for making the ServiceDesk documentation available tousers (continued)


Use the method that is best for your organization. One option is to createa Bulletin Board message that users can view in the ServiceDesk portal.

Tell the users how toaccess thedocumentation.

Step 3

Configuring the Help link for ServiceDeskdocumentation

If you choose to make the ServiceDesk documentation available to your users,you can download it to a shared network drive or other location. After thedownload, you must provide a means for the users to access the documentation.You can do so by configuring the Help link that appears in the ServiceDesk portalto link to the location of the documentation files.

The default target for the Help link is the ServiceDesk Product Support page onthe Symantec Web site.

Other options are available for providing access to the documentation from withinthe ServiceDesk portal.


Caution: To avoid the distribution of outdated documentation, you must updatethe documentation files when updates are available. The documentation files arenot installed with the Server software updates.

To change the destination of the Help link

1 In the ServiceDesk portal, click Admin > Portal > Master Settings.

2 On the MasterSettings page, expand the ProcessManagerSettings section.

3 In Help Link Url, type the fully qualified path to the location of thedocumentation files in the following format:

http://www.domain.com/folder

4 Click Save.

163Distributing the ServiceDesk documentationConfiguring the Help link for ServiceDesk documentation

Linking to the ServiceDesk documentation from aLinks Web part

If you choose to make the ServiceDesk documentation available to your users,you can download it to a shared network drive or other location. After thedownload, you must provide a means for the users to access the documentation.You can do so by adding a Links Web part in the ServiceDesk portal to displaylinks to the location of the documentation files.

You can set permissions on the portal page that you add the Web part to. Thepermissions settings ensure that only the appropriate users can access thedocumentation.



Caution: To avoid the distribution of outdated documentation, you must updatethe documentation files when updates are available. The documentation files arenot installed with the software updates.

Table 13-2 Process for linking to the ServiceDesk documentation from a LinksWeb part


If you downloaded the documentation files to alocation that is not accessible to all the users,move the files to an appropriate shared location.

Ensure that thedocumentation files arein the correct folder.

Step 1

The portal page that you select should beaccessible to the target users only. For example,add a link to the ServiceDesk ImplementationGuide on a portal page that only theadministrators can access.

The Links option is in the Catalog Zone pop-upunder the UI section.

Add a Links Web partto a portal page that thetarget users can access.

Step 2

In the EditorZone pop-up, under PropertyGrid,in URL, you must specify the fully-qualified pathor URL where the documentation is located.

Edit the Web part tospecify the target URL.

Step 3

Distributing the ServiceDesk documentationLinking to the ServiceDesk documentation from a Links Web part

164

Table 13-2 Process for linking to the ServiceDesk documentation from a LinksWeb part (continued)


In the Editor Zone pop-up, we recommend thatyou select the following options:

■ Show open in new window controlThis option is in the Links Editor section.

■ TitleThe text that you type here appears in the Webpart title bar. For example, you might typeServiceDesk Documentation.

This option is in the Appearance section.

You can edit other attributes of the Web part asneeded.

Make additional edits tothe Web part.

Step 4

Displaying the ServiceDesk documentation in a FileBrowser Web part

If you choose to make the ServiceDesk documentation available to your users,you can download it to a shared network drive or other location. After thedownload, you must provide a means for the users to access the documentation.You can do so by adding a File Browser Web part in the ServiceDesk portal todisplay the folder that contains the documentation files.

The File Browser Web part displays a folder tree that starts with a parent folderthat you specify. The users can navigate to the child folder that contains thedocumentation.

You can set permissions on the portal page that you add the Web part to. Thepermissions settings ensure that only the appropriate users can access thedocumentation. You can also set permissions on the documentation folder.



Caution: To avoid the distribution of outdated documentation, you must updatethe documentation files in the Document Management system when updates areavailable. The documentation files are not installed with the application updates.

165Distributing the ServiceDesk documentationDisplaying the ServiceDesk documentation in a File Browser Web part

Table 13-3 Process for displaying the ServiceDesk documentation in aBrowserWeb part


If you downloaded the documentation files to a location that is not accessibleto all the users, move the files to an appropriate shared location.

Be sure to place the documentation files in their own folder, under a parentfolder that contains no other subfolders. The FileBrowser Web part displaysall the subfolders of the parent folder.

Ensure that thedocumentation files arein a folder that thetarget users can access.

Step 1

The portal page that you select should be accessible to the target usersonly. For example, add a link to the ServiceDesk Implementation Guide ona portal page that only the administrators can access.

The FileBrowser option is in the CatalogZone pop-up under the UI section.

Add a FileBrowser Webpart to a portal pagethat the target userscan access.

Step 2

In the Editor Zone, under Property Grid, in Folder, you must specify theparent folder of the folder that contains the documentation files. Be sureto include the full path to the parent folder.

The File Browser Web part cannot display any files in the parent folder.Therefore, do not specify the documentation folder as the parent.

Edit the Web part tospecify the targetfolder.

Step 3

You can edit other attributes of the Web part as needed.

For example, you might change the title of the Web part to BrowseServiceDesk Documentation. The Title option is in the EditorZone pop-upunder the Appearance section.

(Optional) Make otheredits as needed.

Step 4

Adding the ServiceDesk documentation toDocumentManagement

If you choose to make the ServiceDesk documentation available to your users,you can download it to a shared network drive or other location. After thedownload, you must provide a means for the users to access the documentation.You can do so by adding the documentation files to a document category andproviding access to those files from a category browser Web part.

You can set permissions on the category or on the document files so that only theappropriate users can access the documentation.



Distributing the ServiceDesk documentationAdding the ServiceDesk documentation to Document Management

166

Caution: To avoid the distribution of outdated documentation, you must updatethe documentation files in the Document Management system when updates areavailable. The documentation files are not installed with the Server softwareupdates.

Table 13-4 Process for adding the ServiceDesk documentation to DocumentManagement


You can dedicate an entire category to the documentation. For example,you might name the category ServiceDesk Documentation.

Alternatively, you can add the documentation files to an existing category.

(Optional) Create a newdocuments category.

Step 1

You can set permissions at the category level if all the documents in thatcategory are intended for the same users.

Alternatively, you can set permissions on the individual documents.

(Optional) Setpermissions on thecategory.

Step 2

Add the documentation files from their download location.Add one or moredocumentation files tothe category.

Step 3

If the category contains multiple documents for different types of users,you can set permissions on the individual documents. For example, youcan set permissions on the ServiceDesk ImplementationGuide so that onlyadministrators can view it.

We recommend that you do not allow anyone to edit the documentationfiles.

(Optional) Setpermissions on thedocuments.

Step 4

The category browser Web part displays the document categories and letsthe user select the category and view the documents in that category.

The CategoryBrowserWebPart option is in the CatalogZone pop-up underthe Documents section.

Add a category browserWeb part to a portalpage that the targetusers can access.

Step 5

You can edit the Web part as needed.

For example, you might change the title of the Web part to ServiceDeskDocumentation. The Title option is in the Editor Zone pop-up under theAppearance section.

(Optional) Edit the Webpart.

Step 6

167Distributing the ServiceDesk documentationAdding the ServiceDesk documentation to Document Management

Distributing the ServiceDesk documentationAdding the ServiceDesk documentation to Document Management

168

Performing administrativetasks


■ Commands on the Admin menu

■ About application properties

■ About incident close codes

■ About the ServiceDesk portal master settings

■ Creating user relationship types

Commands on the Admin menuThe Admin menu provides access to all the administrative functions that areavailable in ServiceDesk. Only an administrator or other user who has theappropriate permissions can access this menu.

The Admin menu consists of all the options that are available on the Admin pagein the ServiceDesk portal.

14Chapter

Table 14-1 Commands on the Admin menu

DescriptionSubcommandCommand

Lets you add, edit, and delete profile definitions.

Profiles let you categorize data by adding customizable fields, whichyou can use for further sorting of data. For example, you can set upprofile values of “hardware” and “OS” for incidents. When users enterincidents in ServiceDesk, they can specify the hardware type andoperating systems that are involved in the incident. When techniciansanalyze the data from multiple incidents, they can see patterns emerge.These patterns may show them that they have a serious problem witha certain hardware and OS combination that needs furtherinvestigation.

Lists/ProfilesData

Lets you add, edit, and delete application properties. Typically, youdefine application properties as part of the installation configurationprocess, but you can also work with them from the Admin area.

Application properties are a type of profile. Instead of hard-codingthe values that you use in workflow components, you can defineapplication properties to represent those values. You can use theproperties in multiple workflow components.

See “About application properties” on page 174.

ApplicationPropertiesData

Lets you add, edit, and delete document types.

The document type defines the file format of a document that isimported to the Document Management system. The users who importdocuments can specify the document type. However, users can importfiles of types other than those that are defined.

Document TypeData

Lets you add, edit, and delete document category types.

The document category type provides an additional means of groupingand organizing the document categories. You can sort the categorydisplay on the Documents page by document category type insteadof alphabetically.

Document CategoryType

Data

Lets you add, edit, and delete incident categories and hierarchy items.

ServiceDesk uses categories to classify incidents. You can useadditional levels of classification items to further identify theincidents. The main categories and the additional classification itemsare referred to as the data hierarchy.


HierarchyDataServiceData

Performing administrative tasksCommands on the Admin menu

170

Table 14-1 Commands on the Admin menu (continued)


Lets you add, edit, and delete user relationship types.

User relationship types define the relationships that users can haveto other users and to groups. User relationship types can reflect thatone user is the manager of another, or that a user is a member of agroup.

You can base incident assignment on relationships. For example, anincident is assigned to the support group. If the incident is not resolvedafter two days, it is assigned to the most senior person in that group.The assignment process only needs to know of the relationship to usefor assignment, not the specific users. Therefore, if the most seniorsupport worker changes, the assignments follows automatically.

UserRelationshipTypeData

Lets you add or edit a profile reference type.

This option is available only if Workflow Solution is installed. Youmight want to call support for assistance if you plan to change or addprofile reference types.

Profiles let you define data. When you set up a profile, you set up thepieces of data that you want to see in different ServiceDesk items.ServiceDesk items include articles, schedules, or documents. Forexample, if you work with mortgage applications, you might want toknow the property address, assessed value, and other information onthe properties. Setting up profile reference types lets you define theproperty-specific data that you want to see.

ProfileReferenceTypeData

Lets you add, edit, and delete process type actions and add actions toprocess types.

Sending an email is a common example of an action that you maywant to include in multiple processes. When you create process typeactions, ServiceDesk sees x process type running, and adds y actionas an option whenever x process is running. Creating process typeactions adds an action in multiple places, without having to add theaction to each individual workflow.

Process Type ActionsData

Lets you configure the master settings for the ServiceDesk portal,which determine the behavior of the ServiceDesk application softwareand portal.

See “About the ServiceDesk portal master settings” on page 175.

Master SettingsPortal

171Performing administrative tasksCommands on the Admin menu



Lets you manage all the pages in the ServiceDesk portal. You canimport, edit, delete, export, and move pages up and down the menulist. You can also add root pages and subpages, and make a root pagea subpage.

The ServiceDesk portal is a Web-based interface that provides accessto the ServiceDesk application software. Most of the work inServiceDesk is performed in a portal page or in a page that is accessedfrom a portal page.


Manage PagesPortal

Lets you upload plugins, web parts, resources, or pages.

For example, you can create a workflow project that you can uploadas a plugin. You can create a workflow for the Document Managementprocess, which requires users to go through several steps before adocument is approved. You can load that workflow project into theServiceDesk portal as a plugin.

Plugin UploadPortal

Lets you add new Web parts to the catalog, and edit and delete existingWeb parts.

Web Parts CatalogPortal

Lets you manage the Service Catalog items. You can set the permissionson which ServiceDesk users, groups, and organizational units haveaccess to the specific forms. You can also edit, rename, create, anddelete Service Catalog items and categories, and modify Service Catalogitem attributes such as the form size.

Not applicableService CatalogSettings

Performing administrative tasksCommands on the Admin menu

172



Lets you manage the various ServiceDesk user, group, permission,and organization accounts.

This command has the following subcommands:

■ Manage Users

Lets you add, edit, and delete users. You can also manage groups,organizations, and permissions for users, merge users, and setuser relationships. In addition, you can set the Users password,enable or disable the user, add credit cards, transactions, and keyvalue pairs for the user.

■ List Permissions

Lets you add, edit, and delete permissions and view the users andgroups that are assigned a certain permission.

■ List Groups

Lets you add, edit, and delete groups, add users to groups, addpermissions to groups, and remove users from groups.

■ List Organizations

Lets you add, edit, and delete organizations, add users andpermissions to organizations, and remove users fromorganizations.

AccountsUsers

Lets you view the current list of users in Active Directory and selectusers to update.

AD UsersUsers

Lets you add and delete delegations for users.Manage DelegationsUsers

Lets you add and manage the Active Directory servers that ServiceDeskis connected to.

See “About managing Active Directory servers in ServiceDesk”on page 180.

Not applicableAD Servers

Lets you add, edit, and delete knowledge base synonymsNot applicableManage KBSynonyms

Lets you configure automation rules for any workflow basedapplication which includes service automation library.

Not applicableAutomationRules

Used with the Process Manager database replication.

Lets you configure the replication schedules that specify the ProcessManager data to replicate and when to replicate it.

Replication ScheduleList

Reports

173Performing administrative tasksCommands on the Admin menu



Lets you configure the schedules that automatically execute and emailreports.

Report Schedule ListReports

About application propertiesServiceDesk contains a set of default application properties namedServiceDeskSettings, which the components in Workflow Designer and WorkflowSolution can use. The application properties are also referred to as profileproperties in the Workflow products.

A best practice in the Workflow products is to reference the application propertiesinstead of hard-coding values. If you need to change certain values, change themon the Application Properties page in ServiceDesk.

For example, instead of hard-coding the group “Support II” in a component, youcan use the application property for that group instead, as follows:

[ProfileProperties]service_desk_settings_group_support_ii

When changes are made to the application property, the changes are automaticallyreflected in Workflow. Some of the values that you might change are the priority,impact, urgency, or URLs for processes.

For example, you can link to a page in your organization’s intranet from multipleServiceDesk processes by defining an application property for the page’s URL.When you add that property to ServiceDesk forms, the intranet link appears onthe pages that result from those forms.

The Application Properties page is available on the Admin menu.

See “Commands on the Admin menu” on page 169.

About incident close codesWhen an incident is closed, the support technician must provide a close code toindicate the nature of the resolution.

ServiceDesk contains a set of predefined close codes that are ready to use. Ifnecessary, you can delete or add to the default close codes.

You can edit the incident close codes in the following places:

Performing administrative tasksAbout application properties

174

On the Incident Management Configuration page that appearsduring the configuration segment of the ServiceDesk Setupwizard

See “Incident Management Configuration page” on page 102.

During the ServiceDeskinstallation

In the Application Properties settings that are available fromthe Admin menu

From the ServiceDeskportal

Lets you select a code that indicates the nature of the resolution.

The default close codes are as follows:

■ Completed Success

■ Training Required

■ Review Documentation

■ No Fault Found

■ Monitoring Required

■ Advice Given

■ Change Required

■ Quick CloseSets the incident’s status to Closed and sets the Percent Completed to 100%.A customer survey is not sent when this close code is used.

■ Other

About the ServiceDesk portal master settingsThe ServiceDesk portal master settings determine the behavior of the ServiceDeskapplication software and portal.

The ServiceDesk portal master settings are established during the installation ofthe ServiceDesk application software. You can use the default settings or you canedit them as necessary. We recommend that you review the settings to familiarizeyourself with them and then customize them for your organization.

Examples of the types of settings that you might change are as follows:

■ Settings under the Account Management sectionPasswordExpireMonths, RegisterFaile-mailaddress, and SecurityQuestion1

■ Settings under the Workflow Settings sectionWorkflow Task Due Date and Workflow Task Late Date

175Performing administrative tasksAbout the ServiceDesk portal master settings

Do not change the settings for URLs or disable check boxes without fullyunderstanding the ramifications. Few organizations need to change that type ofinformation.

The portal master settings are arranged in sections. Expand each section to seethe settings that appear there.

Creating user relationship typesYou can customize ServiceDesk so that process tickets can be assigned based onrelationships. For example, if an incident is not completed in time, it can escalatefrom the original worker to that worker’s supervisor. The relationships can bebetween users, groups, permissions, or organizational units.

To create a user relationship type

1 In the ServiceDesk portal, click Admin > Data > User Relationship Type.

2 In the AddRelationshipType dialog box, type the name for the relationship.

3 In Relates To, select the type of relationship.

The relationship can relate to users, groups, permissions, or organizationalunits.

4 Click Save.

Performing administrative tasksCreating user relationship types

176

Managing the ActiveDirectory connections inServiceDesk


■ About Active Directory synchronization

■ Methods for synchronizing Active Directory

■ About managing Active Directory servers in ServiceDesk

About Active Directory synchronizationWhen your organization uses Active Directory authentication, ServiceDesksynchronizes with Active Directory to add and update AD users and groups in theProcess Manager database. During synchronization, the user and the group datafrom Active Directory updates the user and the group data that is in the ProcessManager database. The Process Manager database does not store AD passwordsor other sensitive AD information.


The communication between ServiceDesk and Active Directory occurs by meansof LDAP queries against the Active Directory database.

The synchronization can be initiated in several ways.

See “Methods for synchronizing Active Directory” on page 179.

The Active Directory synchronization performs the following actions:

■ Imports and updates the AD users in ServiceDesk

15Chapter

You can connect ServiceDesk to your entire Active Directory or to specificorganization groups.These groups are not the same as the organizational groups that are used inServiceDesk to categorize users.See “About adding users from Active Directory” on page 147.

■ Imports and updates the AD groups in ServiceDesk

■ Maps the AD groups to the default ServiceDesk groupsDuring the ServiceDesk installation, you can associate the AD groups with thegroups in ServiceDesk. This option lets the Active Directory groups take thepermissions of the default ServiceDesk groups.See “ServiceDesk Groups page” on page 103.

After ServiceDesk is installed, it synchronizes with Active Directory to obtainnew and updated users and groups.

Table 15-1 How Active Directory synchronization affects the changes anddeletions of ServiceDesk user accounts

EffectAction

When you delete a user from ServiceDesk but not from theActive Directory, the user is not fully deleted. The users thatremain in the Active Directory are created again inServiceDesk during the next synchronization. To blockServiceDesk access to an Active Directory user, you mustdelete the user from the Active Directory.

Deleting a user from withinServiceDesk

When you delete a user from Active Directory, the user isdisabled in ServiceDesk but not deleted there. To fully deletethe user and all the associated information fromServiceDesk, you must manually delete the user fromServiceDesk.

Deleting a user from ActiveDirectory

Any changes that you make to a user in ServiceDesk areoverwritten during the next synchronization. If you edituser information in Active Directory instead, theinformation is updated in ServiceDesk during the nextsynchronization. This rule applies to the Users group,manager, and organizational unit information.

Editing a user in ServiceDesk

When you use Active Directory authentication, you still can create user accountsin the ServiceDesk portal. For example, you might create an account for ashort-term contractor who is not added to Active Directory.

Managing the Active Directory connections in ServiceDeskAbout Active Directory synchronization

178

Methods for synchronizing Active DirectoryWhen your organization uses Active Directory authentication, ServiceDesksynchronizes with Active Directory to add and update AD users and groups in theProcess Manager database.


During the ServiceDesk installation, the AD users and groups are imported toServiceDesk. After the installation, the synchronization can be initiated in severalways.

Table 15-2 Methods for synchronizing Active Directory

DescriptionMethod

By default, ServiceDesk starts synchronizing with Active Directory 60 minutes after theinitial installation or the addition of a new AD server. The subsequent synchronizationsoccur every 60 minutes thereafter unless you specify a different interval.

You can change the synchronization interval and edit other AD settings in the ServiceDeskportal master settings.

Automatically

You can run a full synchronization at any time. For example, when you add a new ADserver to ServiceDesk, you can synchronize it immediately instead of waiting for the nextautomatic synchronization.

This process synchronizes either the entire Active Directory domain or the specific ADorganization groups that were selected for the server. You can run the full synchronizationfrom the AD Servers page.

Manually run a fullsynchronization

You can run an incremental synchronization of Active Directory at any time from the ADServers page. With this synchronization process, you synchronize only the changes thathave been made to Active Directory since the last synchronization.

For example, run an incremental synchronization after you add a new user to ActiveDirectory.

Manually synchronizethe Active Directorychanges only

You can synchronize ServiceDesk with all the Active Directory (AD) servers that it isconnected to.

Manually synchronizeall the Active Directoryservers that areconnected toServiceDesk


179Managing the Active Directory connections in ServiceDeskMethods for synchronizing Active Directory

About managing Active Directory servers inServiceDesk

During the ServiceDesk installation, the Process Manager Authentication pagecontains authentication options for the users who log on to the ServiceDesk portal.If Active Directory (AD) authentication is selected, one or more AD servers canbe specified.

After the installation, you can manage those Active Directory servers in thefollowing ways:

■ Add a new Active Directory server.

■ Edit an existing Active Directory server.

■ Test an Active Directory server connection.

■ Synchronize ServiceDesk with recent changes in Active Directory.

■ Perform a full synchronization between ServiceDesk and Active Directory.

■ Synchronize all the Active Directory servers that are connected to ServiceDesk.

■ View the status of a current synchronization.

■ Delete an Active Directory server.

If you need to change the authentication method or configure the ADsynchronization, you can do so in the ProcessManagerActiveDirectorySettings.These settings appear in the ServiceDesk portal master settings.

Managing the Active Directory connections in ServiceDeskAbout managing Active Directory servers in ServiceDesk

180

Default categories inServiceDesk

This appendix includes the following topics:

■ Default categories for incidents

■ Default classifications for problems

Default categories for incidentsServiceDesk uses categories to classify incidents and route them to the appropriateincident technician or queue. The category also helps sort incidents for reports.

ServiceDesk contains three levels of predefined incident categories, which youcan use immediately or edit to meet your organization’s requirements.


Table A-1 Default categories for incidents

Category level 3Category level 2Main category

■ Operating System

■ Migration Failure

■ SW Delivery Failure

■ Deployment Failure

■ Other

Software

■ Other

■ Can’t Send Email

■ Not Receiving Email

■ Email Won’t Run

EmailService

AAppendix

Table A-1 Default categories for incidents (continued)


■ Memory

■ Modem

■ Machine Discovery

■ Disk

■ Docking Station

■ Network

■ Backup

■ NIC

■ Other

■ Employee

■ Fax

NotebookHardware

KeyboardHardware

■ Other

■ Jammed

■ Out of Toner

PrinterHardware

DriveHardware

MouseHardware

■ Network

■ Backup

■ PC Personality

■ Memory

■ Disk

■ Office

DesktopHardware

■ Voice Mail Not Working

■ Other

■ Reset Voice Mail Pin

■ No Dial Tone

PhoneHardware

■ Can't Sync

■ Other

HandheldHardware

■ Disk

■ CPU or Blade

■ Other

■ Memory

ServerHardware

Default categories in ServiceDeskDefault categories for incidents

182

Table A-1 Default categories for incidents (continued)


MonitorHardware

Microsoft Office

■ No Connection

■ Can’t Access SomeResources

■ Other

Network

■ Can’t Browse Web

■ Other

Internet

■ Access Email

■ Use Handheld

■ Other

■ Recover Deleted Files

■ View Email Attachment

■ Install Printer Drivers

■ Access the Web

How To

Default classifications for problemsDuring the initial problem analysis, the problem analyst can select a classificationfor the problem. Depending on the classification that the analyst selects, additionallevels of classifications might be available.

ServiceDesk contains predefined problem classifications, which can be usedimmediately or edited to meet your organization’s requirements.

Table A-2 Default classifications for problems

Classification level 3Classification level 2Main classification

Microsoft Office

■ Other

■ Can’t Send Email

■ Not Receiving Email

■ Email Won’t Run

EmailService

183Default categories in ServiceDeskDefault classifications for problems

Table A-2 Default classifications for problems (continued)


■ Operating System

■ Other

■ SW Delivery Failure

■ Migration Failure

■ Deployment Failure

Software

MonitorHardware

KeyboardHardware

■ Memory

■ Modem

■ Machine Discovery

■ Disk

■ Docking Station

■ Network

■ Backup

■ NIC

■ Other

■ Employee

■ Fax

NotebookHardware

MouseHardware

■ Network

■ Backup

■ PC Personality

■ Memory

■ Disk

DesktopHardware

OfficeHardware

■ Jammed

■ Out of Toner

■ Other

PrinterHardware

■ Disk

■ CPU or Blade

■ Other

■ Memory

ServerHardware

Default categories in ServiceDeskDefault classifications for problems

184

Table A-2 Default classifications for problems (continued)


■ Voice Mail Not Working

■ Other

■ Reset Voice Mail Pin

■ No Dial Tone

PhoneHardware

■ Can’t Sync

■ Other

HandheldHardware

DriveHardware

■ Can’t Browse Web

■ Other

Internet

■ No Connection

■ Can’t Access SomeResources

■ Other

Network

■ Access Email

■ Use Handheld

■ Other

■ Recover Deleted Files

■ View Email Attachment

■ Install Printer Drivers

■ Access the Web

How To

185Default categories in ServiceDeskDefault classifications for problems

Default categories in ServiceDeskDefault classifications for problems

186

AActive Directory

mapping groups 103organization units 86users added to ServiceDesk 147

Active Directory authenticationabout 147setting 83

Active Directory container 86Active Directory server

adding 83management 180settings 84

Active Directory synchronizationabout 177effect on user accounts 178methods 179

AD. See Active DirectoryAdmin menu. See Admin pageAdmin page

commands 169administrator

creation 96analysis database

about 19application properties

about 174ASPNET account 81authentication for ServiceDesk. See ServiceDesk

authenticationActive Directory 83native 83setting 82

authentication methodsetting 82

automatic escalationenabling 103

automation rules 173

Bbusiness hours

about 140setting 132

CCAB approval percentage

changing 133category

incident. See incident categorymigrating from Helpdesk Solution 122problem. See problem category

CI. See configuration itemclassification of incidents. See incident categoryclassification of problems

defaults 183client computers

requirements 53close code

adding 103close codes

about 174customizing 130defaults 175deleting 103

CMDBabout 27populating 55

components of ServiceDesk 17configuration

during ServiceDesk installation 92re-running 106servers 51ServiceDesk application software 128

configuration itemabout 26adding to CMDB 55

Configuration Management Database. See CMDBconfiguration settings file

creating 105using 96

Index

context-sensitive help 19core processes 25credentials

Notification Server 77Customer Satisfaction Survey

about 153customizing 153

customizedform 151ServiceDesk portal page 151

Ddata from Helpdesk Solution. SeeHelpdesk Solutiondata hierarchy 134

See also incident categoryabout 134defaults 181

databaseanalysis 19Process Manager 18ProcessManager 18ProcessManagerAnalysis 19ProcessManagerReplication 142replication 142ServiceDesk 18

database replication for ServiceDesk. See replicationdatabase

delegation of ticketsmanaging 173

documentationabout 19adding to Document Management 166from File Browser Web part 165from Help link 163from Links Web part 164making available 161

Eemail

customizing 155settings 99

email monitoringconfiguring 158installation settings 100

email notificationsautomatic 156contents 157enabling 103

email notifications (continued)process-driven 156

error log for installation 89escalation

automatic. See automatic escalation

FFollow the Sun routing

about 141setting 132

force primary contact 102form

customizing 151

Ggroup

about 146definition 146mapping to Active Directory 103permissions. See group permissions

group permissionsabout 146

Hhelp

context-sensitive 19Helpdesk Solution

about data migration 117category migration 122incident migration 119knowledge base migration 118shutting down 122upgrading to ServiceDesk 43working incidents in ServiceDesk 122

hierarchysee data hierarchy 134

holidaysabout 140setting 132

Iimpact of incident

about 135defaults 136

inbound mailsettings 99

incident category 134See also data hierarchy

Index188

incident category (continued)about 134defaults 181migrating from Helpdesk Solution 122

incident impact. See impact of incidentIncident Management

configuration 102incident migration

migrated data 121migrating 119working migrated incidents 122

incident priority. See priorityincident timeout

customizing 132incident urgency. See urgency of incidentInformation Technology Infrastructure Library. See

ITILinstallation

about 38components 96custom 96information required 56location 75preview 105process 39, 41process for ServiceDesk solution software 60re-running 106scenarios 38screen capture utility 113server requirements 47ServiceDesk application software 61, 63ServiceDesk solution software 60ServiceDesk upgrade 69summary 105system check 88upgrade process 46upgrading 43Workflow Designer 66Workflow Designer upgrade 69

installation filescreen capture utility 116ServiceDesk application software 62

installation settings filesaving 89using 64, 73

ITILabout 24process configuration 101

Kknowledge base item

migrating from Helpdesk Solution 118

Llicensing for ServiceDesk 29lists/profiles 170log of warnings and errors 89

Mmail settings 99manage delegations 173manage pages 172master settings

about 175menu bar 150migration from Helpdesk Solution

about 117categories 122incident data 121incidents 119knowledge base items 118methods 118

MIME typeRDP 134

monitoring email. See email monitoring

Nnative authentication

about 147setting 83

notification emailautomatic 156contents 157enabling 103process-driven 156

Notification Server computerconfiguration options 51credentials 77requirements for ServiceDesk 48

Oobject relational mapper. See Symbus ORMOLA. See Operating Level Agreement (OLA)Operating Level Agreement (OLA) 138organization

definition 146

189Index

organization units, Active Directorysynchronization 86

organizational unit. See organizationoutbound mail settings 99

Ppermissions

about 145group. See group permissions

persistence. See workflow persistenceplugin upload 172portal. See ServiceDesk portalportal page

about 149customizing contents 151managing 172

preview installation 105primary contact

forcing for incidents 102priority

about 135defaults 136how it is calculated 137

problem categorycustomization 133

problem classificationdefaults 183

processabout 23predefined 25ServiceDesk core 25

Process Manager authentication. See ServiceDeskauthentication

Process Manager database 18See also replication databaseabout 18configuration 79connection 78replicating 142system accounts 81

Process Manager virtual directory 82process type actions 171ProcessManager database 18ProcessManagerAnalysis. See analysis databaseProcessManagerReplication database. See replication

databaseprofile

managing 170profile reference type 171

Rre-run installation 106relationship type

about 171creating 176

Release Notes 19remote control through RDP 134replication database 142

See also Process Manager databaseabout 142configuration 80creation 80setting up 109

reporting database. See analysis databaseround robin routing

settings 101routing incidents

Follow the Sun 141rule customization 131

routing rules 173

Ssample data installation 104screen capture utility

about installation 113downloading installation file 116installing with Package Delivery 115

security 145server

configuration options 51installation requirements 47Notification Server computer 48requirements 47ServiceDesk 49SQL 50Symantec Management Platform 48

server roles 73server, Active Directory. SeeActive Directory serverService Catalog

about 142service item

about 142Service Level Agreement (SLA)

about 138default time frames 140time frames 139

ServiceDeskapplication software. See ServiceDesk

application software

Index190

ServiceDesk (continued)configuration. See ServiceDesk configurationdatabase. See Process Manager databaseinitial configuration 92licenses 29portal. See ServiceDesk portalportal page. See portal pagesettings. See ServiceDesk settingssolution. See ServiceDesk solution software

ServiceDesk application softwareabout 18downloading installation file 62installation process 61installing 63uninstalling 110upgrading 69

ServiceDesk authenticationabout 147mixed mode 147

ServiceDesk configurationabout 128during ServiceDesk installation 92prerequisites 128what to configure 129

ServiceDesk portalabout 149master settings. See master settingspages. See portal pagescreen elements 150shortcuts 82

ServiceDesk serverabout 49configuration options 51connection configuration 76requirements 49

ServiceDesk server computeradding to Administrators group 53

ServiceDesk settingsabout 128configuring 129

ServiceDesk Solutionconsole page 32

ServiceDesk solution softwareabout 31accessing console page 32installing 60

settings fileconfiguration 96, 105installation 64, 73, 89

SIM. See Symantec Installation ManagerSLA. See Service Level Agreement (SLA)SQL server

configuration options 51requirements 50

Symantec Installation Manager 54Symantec Management Platform 47Symantec Management Platform products

installation 54Symbus Object Relational Mapper. SeeSymbus ORMSymbus ORM 87synchronization of Active Directory. See Active

Directory synchronizationsystem accounts 81system check 88system requirements

Notification Server computer 48ServiceDesk client computers 53ServiceDesk server 49SQL server 50

Ttab bar 150task

about 23ticket

about 23time frames for SLA


timeout for incidentscustomizing 132

Uuninstall

ServiceDesk application software 110Workflow Designer 110

upgrade from 7.0 46, 69upgrade from Helpdesk Solution 43upload plugin 172urgency of incident


userdefinition 146from Active Directory 147

user accounts 173

191Index

user relationship typeabout 171creating 176

user welcome message 82

Wwarning log for installation 89welcome message 82workflow

about 23Workflow Designer

about 28installing 66settings 76uninstalling 110upgrading 69

workflow persistence 86Workflow Server

about 28Workflow Solution

about 28

Index192