Symantec SERVICEDESK 7.0 MR2 - IMPLEMENTATION GUIDE V1.0, SERVICEDESK 7.0 MR2 null

Symantec SERVICEDESK 7.0 MR2 - IMPLEMENTATION GUIDE V1.0, SERVICEDESK 7.0 MR2 null
Symantec™ ServiceDesk
Implementation Guide
Version 7.0
Symantec™ ServiceDesk Implementation Guide
The software described in this book is furnished under a license agreement and may be used
only in accordance with the terms of the agreement.
Documentation version 7.0
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Product release level
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Hardware information
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Recent software configuration changes and network changes
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Contents
Technical Support ............................................................................................... 4
Section 1
Introducing ServiceDesk ......................................... 13
Chapter 1
Introducing ServiceDesk .................................................... 15
About ServiceDesk ....................................................................... 15
Components of ServiceDesk ........................................................... 17
Where to get more information ....................................................... 19
Chapter 2
Understanding ServiceDesk concepts ............................ 23
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 ............................................................
Chapter 3
23
24
25
27
27
28
29
29
Introducing ServiceDesk solution software ................... 31
About ServiceDesk solution software ............................................... 31
About the ServiceDesk Solution Console page .................................... 32
Accessing the ServiceDesk Solution Console page .............................. 32
Section 2
Installing ServiceDesk .............................................. 33
Chapter 4
Planning to install ServiceDesk ........................................ 35
About the ServiceDesk installation .................................................. 35
Installing a Symantec Management Platform product and ServiceDesk
for the first time .................................................................... 37
Installing ServiceDesk 7.0 on an existing installation of the Symantec
Management Platform ............................................................ 39
8
Contents
Upgrading to the Symantec Management Platform and ServiceDesk
7.0 from Altiris 6.x .................................................................
Server requirements for the ServiceDesk installation .........................
ServiceDesk requirements for the Notification Server
computer ........................................................................
System requirements for the ServiceDesk server computer ............
System requirements for the SQL Server computer ......................
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 ........................
Chapter 5
40
43
44
44
46
47
49
49
50
50
52
Installing ServiceDesk ........................................................ 55
About installing the ServiceDesk solution software on the Notification
Server computer ....................................................................
Installing the ServiceDesk application software .................................
Downloading the ServiceDesk installation file ...................................
Installing the ServiceDesk application software on the ServiceDesk
server computer ....................................................................
Installing Workflow Designer on a client computer ............................
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 .............................................................
Advanced Cube Reporting page .......................................................
System Accounts Access page .........................................................
Process Manager Configuration page ...............................................
Process Manager Authentication page .............................................
Active Directory Server dialog box ..................................................
Workflow Persistence page ............................................................
Symbus ORM page .......................................................................
System Check page .......................................................................
56
56
58
59
62
65
67
68
69
70
71
71
72
73
74
75
75
77
78
79
80
Contents
Chapter 6
Configuring the initial ServiceDesk settings ................. 83
Configuring the ServiceDesk application software during
installation ........................................................................... 84
Welcome page ............................................................................. 87
Installation Components page ........................................................ 88
ServiceDesk Settings page ............................................................. 90
Mail Settings page ........................................................................ 91
ITIL Process Configuration page ..................................................... 93
Incident Management Configuration page ........................................ 94
ServiceDesk Groups page ............................................................... 95
Sample Data Configuration page ..................................................... 96
Installation Preview page .............................................................. 97
Installation Summary page ............................................................ 97
Re-running the ServiceDesk installation ........................................... 98
Setting up the replication database after the initial installation .......... 102
Chapter 7
Installing the Screen Capture Utility ............................. 105
About installing the Screen Capture utility ...................................... 105
Installing the Screen Capture utility with Package Delivery ................ 107
Downloading the Screen Capture Utility installation file .................... 108
Chapter 8
Migrating data from Altiris® Helpdesk
Solution™ ....................................................................... 109
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 ..................................
109
110
111
113
113
114
Section 3
Configuring ServiceDesk ....................................... 115
Chapter 9
Configuring the ServiceDesk application ..................... 117
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 ...................................
118
118
119
124
125
126
9
10
Contents
Chapter 10
Chapter 11
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 ....................................
128
129
130
130
131
132
132
Managing security, users, roles, groups, and
permissions ..................................................................
135
About ServiceDesk security and permissions ...................................
About group-level permissions ......................................................
About using Active Directory with ServiceDesk ................................
About adding users from Active Directory .......................................
135
136
137
138
Customizing the ServiceDesk portal .............................. 141
About the ServiceDesk portal ........................................................
About customizing the contents of ServiceDesk portal pages ..............
About customizing forms .............................................................
About the Customer Satisfaction Survey .........................................
Chapter 12
141
143
143
145
Customizing the email in ServiceDesk .......................... 147
Customizing the email actions for ServiceDesk processes ..................
About automatic email notifications ..............................................
About the contents of email notifications ........................................
About configuring the email monitoring .........................................
Chapter 13
127
147
148
149
150
Distributing the ServiceDesk documentation .............. 153
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 .......................................................................
153
155
156
157
158
Contents
Chapter 14
Performing administrative tasks .................................... 161
Commands on the Admin menu ....................................................
About application properties ........................................................
About the ServiceDesk portal master settings ..................................
Creating user relationship types ....................................................
Appendix A
161
166
166
167
Default categories in ServiceDesk ................................. 169
Default categories for incidents ..................................................... 169
Default classifications for problems ............................................... 171
Index ................................................................................................................... 175
11
12
Contents
Section
Introducing ServiceDesk
■
Chapter 1. Introducing ServiceDesk
■
Chapter 2. Understanding ServiceDesk concepts
■
Chapter 3. Introducing ServiceDesk solution software
1
14
Chapter
1
Introducing ServiceDesk
This chapter includes the following topics:
■
About ServiceDesk
■
Components of ServiceDesk
■
Where to get more information
About ServiceDesk
Symantec ServiceDesk is an ITIL-compliant service management tool that lets
you improve your IT infrastructure and provide a higher level of service. It
incorporates Symantec Workflow technologies to manage service tickets, provide
reports, and integrate with other Symantec products such as the Configuration
Management Database (CMDB).
ServiceDesk requires a completed installation and implementation of a Symantec
Management Platform 7.0 product. Such products include Client Management
Suite and Server Management Suite. The ServiceDesk solution software is installed
using 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, Release Management, and a Knowledge Management system.
ServiceDesk also includes a Service Catalog.
After you install ServiceDesk, it is ready to use. However, you might choose to
customize some aspects of ServiceDesk to meet your organization’s specific
requirements. Because all ServiceDesk processes are based on workflows, you can
customize the processes without making code-level changes.
For information about the kinds of modifications you can perform, see the
ServiceDesk Customization Guide.
16
Introducing ServiceDesk
About ServiceDesk
Table 1-1
Key features of ServiceDesk
Feature
Description
ITIL-based processes
All ServiceDesk processes are fully ITIL-based, which lets you implement a full ITIL
solution.
Ready-to-use workflows and ServiceDesk includes a set of high-quality, ITIL-based processes that have undergone
processes
extensive testing and development effort.
Easy customization
All ServiceDesk processes and forms are easy to customize using the Workflow
Designer tool.
See “About Workflow Designer” on page 28.
Process-driven forms
The default forms that ServiceDesk contains are process-driven rather than
data-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 the
process. The user is shown the information they need to see to move forward with
the process. This narrowing of focus helps ensure that the process is followed
correctly, and makes following the processes easier for new users.
Time zone support
The date and time that appear in tickets, alerts, and emails are displayed in the
appropriate time zone for the current user’s location. This time zone support allows
for world-wide support capabilities and supports virtual help desks.
Business hours support
You can define the normal business hours for your organization, which accounts for
holidays and weekends. This business hours support allows for accurate Service Level
Agreement reporting and accurate reporting of average response time and resolution
time.
Email notifications
Email notifications are built into the ITIL processes. Email notifications keep users
aware of changes to ticket status, and allow users to verify that an issue is fixed. In
any process, email notifications can be used to notify the contacts that are associated
with a ticket, assign tasks, and send alerts.
Escalation rules
Escalation rules can be configured so that escalations are triggered when certain
types of events occur. For example, an escalation might trigger when an incident
approaches the Service Level Agreement limitations. When a user has not responded
to a Change Management approval task, an escalation may also be triggered.
Integration with other
products
ServiceDesk can integrate with other products through the actions and URL calls
that can trigger events in other systems. ServiceDesk Web services can also be used
to display ServiceDesk processes and forms in third-party applications such as
SharePoint.
Introducing ServiceDesk
Components of ServiceDesk
Table 1-1
Key features of ServiceDesk (continued)
Feature
Description
Advanced reporting
mechanisms
Advanced reporting mechanisms are included in ServiceDesk, including OLAP cube
reporting. Reports are easy to create and customize. In addition, report templates
can be created to let groups and users customize and save their own reports. Reports
can be defined and scheduled to run periodically, and can be emailed to a distribution
list. Reports can also be published as a web service to expose report data.
Full-featured knowledge
management
A full-featured knowledge management solution is included.
Security at a granular level
You can secure processes, forms, and data at the user, group, role, and organizational
unit level.
Components of ServiceDesk
The components of ServiceDesk combine to let you use ITIL-compliant processes
to manage service tickets and your organization’s knowledge.
Table 1-2
Components of ServiceDesk
Component
Description
ServiceDesk solution
software
The ServiceDesk solution software is installed on the Notification Server computer.
This software provides the following functions:
Management of the ServiceDesk licensing
The Symantec Installation Manager (SIM) installs the ServiceDesk solution software
and applies the ServiceDesk licenses.
■ The installation file that is used to install the ServiceDesk application software on the
ServiceDesk server computer.
The ServiceDesk server computer is different from the Notification Server computer.
■ The ServiceDesk pages that appear in the Symantec Management Console.
In the Symantec Management Console, you can access a page that lets you download
the ServiceDesk installation file.
■ Integration between the ServiceDesk application software and the Configuration
Management Database (CMDB).
■
See “About ServiceDesk solution software” on page 31.
ServiceDesk application Incorporates all the Symantec Workflow technologies that manage service tickets, provide
software
reporting capabilities, and integrate with other Symantec products.
The ServiceDesk application software is installed on the ServiceDesk server computer. It
cannot be installed on the same computer as Helpdesk Solution.
17
18
Introducing ServiceDesk
Components of ServiceDesk
Table 1-2
Components of ServiceDesk (continued)
Component
Description
Workflow Designer
A tool that lets an administrator customize workflows to meet the needs of the organization.
See “About Workflow Designer” on page 28.
Workflow Designer is typically installed on a client computer. However, it can also be
installed on the ServiceDesk server computer.
ServiceDesk portal
A Web-based interface that provides access to the ServiceDesk application software. The
users of ServiceDesk access the portal from their Web browsers and use the portal to run
the workflow processes.
The ServiceDesk portal resides on the ServiceDesk server computer. The ServiceDesk
portal is accessible from most Web browsers.
See “About the ServiceDesk portal” on page 141.
Workflow Server
software
The server-side software that includes the workflow extensions that are required to run
the 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 referred
to as the Workflow server .
See “About Workflow Server” on page 29.
Workflows
Definitions of the events or steps that a process can follow. The data that is provided for
a specific process determines the path that the process takes through the workflow.
ServiceDesk contains the core workflows that you can use immediately without
customization. The core workflows let you manage service tickets and perform other
service-related activities.
The workflows and processes reside on the ServiceDesk server computer.
See “About workflows, processes, tickets, and tasks” on page 23.
Process Manager
Stores the Process Manager details such as groups, users, and permissions.
(ServiceDesk) database
Other applications can use the Process Manager database. For example, it is included with
Workflow Solution. When you install ServiceDesk, the Process Manager database is
expanded to become the ServiceDesk database. However, it typically is referred to as the
Process Manager database.
The default name for the actual database is Ensemble. It resides on the SQL Server
computer.
Introducing ServiceDesk
Where to get more information
Table 1-2
Components of ServiceDesk (continued)
Component
Description
Replication database
Replicates certain data from the Process Manager database. You can either copy or move
the original data to the replication database or to a file. Use the database replication for
archiving or for improving performance of the Process Manager database.
The default name for the actual database is EnsembleReplication. It typically resides on
the same SQL Server computer as the Process Manager database.
See “About replicating the Process Manager database” on page 132.
Analysis database
Stores the configuration details and contains the built-in tools that facilitate the use of
the data in the Process Manager database for reporting.
The default name for the actual database is EnsembleAnalysis. It resides on the SQL Server
computer.
Where to get more information
Use the following documentation resources to learn and use this product.
Table 1-3
Documentation resources
Document
Description
Location
Release Notes
Information about new features and
important issues.
http://kb.altiris.com/
You can search for the product name under
This information is available as an article in Release Notes.
the Altiris Knowledgebase.
Implementation Guide
Information about how to install, configure, Links to the documentation are available
and implement this product.
from the following locations:
This information is available in PDF format. ■ The release notes for this product
The Documentation Library, which is
available in the Symantec Management
Console on the Help menu
■ The Documentation page, which is
available from the Help link in the
ServiceDesk portal or at the following
URL:
http://www.altiris.com/Support/
Documentation.aspx
When you open the Documentation page,
look for the section that applies to this
product.
■
19
20
Introducing ServiceDesk
Where to get more information
Table 1-3
Documentation resources (continued)
Document
Description
Location
User’s Guides
Information about how to use this product, Links to the documentation are available
including detailed technical information and from the following locations:
instructions for performing common tasks.
■ The release notes for this product.
This information is available in PDF format. ■ The Documentation Library, which is
available in the Symantec Management
Console on the Help menu.
■ ServiceDesk User’s Guide
■ The Documentation page, which is
For the administrator who configures
available from the Help link in the
and manages the ServiceDesk portal and
ServiceDesk portal or at the following
the process workers who use the
URL:
ServiceDesk portal.
http://www.altiris.com/Support/
■ ServiceDesk Portal User’s Guide
Documentation.aspx
For the internal users or external users
When you open the Documentation page,
who use the ServiceDesk portal to submit
look for the section that applies to this
incidents, search the knowledge base,
product.
and perform other user tasks.
The ServiceDesk administrator can download
this documentation and provide it to the
appropriate users.
ServiceDesk has the following user’s guides:
See “Making the ServiceDesk documentation
available to users” on page 153.
Help
Information about how to use the
ServiceDesk Solution Console. Help is not
available in the ServiceDesk portal.
The Documentation Library, which is
available in the Symantec Management
Console on the Help menu.
Help is available at the solution level and at Context-sensitive help is available for most
the suite level.
screens in the Symantec Management
Console.
This information is available in HTML help
You can open context-sensitive help in the
format.
following ways:
■
The F1 key
■
The Context command, which is available
in the Symantec Management Console
on the Help menu
Introducing ServiceDesk
Where to get more information
Table 1-3
Documentation resources (continued)
Document
Description
Location
ServiceDesk
Customization Guide
Identifies the common customization that
organizations typically perform.
The Documentation page, which is available
at the following URL:
This information is available in PDF format. http://www.altiris.com/Support/
Documentation.aspx
When you open the Documentation page,
look for the section that applies to this
product.
In addition to the product documentation, you can use the following resources to
learn about Altiris products.
Table 1-4
Altiris information resources
Resource
Description
Knowledge base
Articles, incidents, and issues about Altiris http://kb.altiris.com/
products.
Symantec Connect
An online magazine that contains best
http://www.symantec.com/connect
practices, tips, tricks, forums, and articles /endpoint-management-virtualization
for users of this product.
(formerly Altiris Juice)
Location
21
22
Introducing ServiceDesk
Where to get more information
Chapter
2
Understanding ServiceDesk
concepts
This chapter includes the following topics:
■
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 tasks
ServiceDesk and Workflow Designer let you work with, create, and edit workflows,
processes, tickets, and tasks. These items are related to the workflow processing
in ServiceDesk.
See “About ServiceDesk” on page 15.
24
Understanding ServiceDesk concepts
About ITIL
Table 2-1
Descriptions of workflows, processes, tickets, and tasks
Item
Description
Workflow
Consists of the defined steps that a process can follow. A workflow
is the design of the possible process events. For example, a workflow
can be a purchase order approval or rejection, or a way to manage
incidents.
Workflows are created in Workflow Designer. You can use Workflow
Designer to customize the default workflows and publish them to
the production environment.
See “About Workflow Designer” on page 28.
Process
The workflow path that is followed to perform a series of actions.
The specific path that the process takes depends on the following
things:
■
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 the
decisions and data
ServiceDesk contains predefined, ITIL-compliant processes, which
are ready to use.
See “About the core processes in ServiceDesk” on page 25.
Ticket
An object that is created to accept the data that is entered during
the initiation and working of a process. A ticket also contains the
information that the various workers need to work the process.
For example, an incident ticket contains the attributes that define
the incident, such as the description, contact, and priority.
Task
The action that must be taken to work a ticket or perform some
other job. A task is assigned to a group or a specific worker.
For example, when a user submits an incident ticket, a task is
created and assigned to a support technician or the support group.
When the support technician completes that task, the ticket is
updated and then it progresses to the next step in the workflow.
About ITIL
ITIL is an acronym for Information Technology Infrastructure Library, which is
a 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 concepts
About the core processes in ServiceDesk
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 operational
efficiencies 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 ServiceDesk
ServiceDesk contains predefined, ITIL-compliant processes, which let you manage
service tickets and perform other service management activities.
See “About workflows, processes, tickets, and tasks” on page 23.
See “About ITIL” on page 24.
The predefined processes are ready to use. However, you can customize any
process to meet the specific needs of your organization. You customize the
workflow for a process in Workflow Designer.
See “About Workflow Designer” on page 28.
Table 2-2
Workflow
Core processes in ServiceDesk
Project name
Description
Change Management SD.Change Management
Works on standardizing methods and procedures for the most
efficient handling of all changes. The goal of the
standardization is to reduce the effect of changes on the
organization.
Customer Survey
Lets the user who is the primary contact for an incident
complete a Customer Satisfaction Survey to rate the service
and the resolution.
SD.CustomerServiceSurvey
See “About the Customer Satisfaction Survey” on page 145.
Incident Management SD.Incident Management
Aims to address the user’s issues and get the user back to their
normal working conditions as quickly as possible.
25
26
Understanding ServiceDesk concepts
About the core processes in ServiceDesk
Table 2-2
Core processes in ServiceDesk (continued)
Workflow
Project name
Description
Knowledge
Management
SD.KnowledgeBase
Submission
Provides a data repository holding information on incidents,
problems, and known errors. Collecting information in the
knowledge base enables organizations to match new incidents
against previous ones and reuse established solutions and
approaches.
Problem Management SD.Problem Management
Investigates the problems that are the source of multiple
incidents. Once problems are found, actions are taken to fix
the situation, and possibly prevent it from happening again.
Release Management SD.ReleaseManagement
Provides the oversight and planning for future releases and
changes in the organization. The goal is to identify conflicts
and problems in advance.
Table 2-3
Additional processes in ServiceDesk
Workflow
Project name
Description
Email Monitoring
SD.Email.Monitor
Monitors a specified inbox for all new, unread emails and
processes them by creating incidents or routing them to the
service manager for evaluation.
SD.Email.
InboundManagement
See “About configuring the email monitoring” on page 150.
Routing
SD.RoutingRules
Routes (assigns) an incident. By default, all emergency and
high 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 the
routing rules that define the criteria for escalating an incident.
When an incident meets those criteria, it is escalated
automatically.
Service Level
Agreement (SLA)
SD.DataServices, in the Setup Default SLA time frames are established based on incident
SLA Requirements model.
priority.
See “About the Service Level Agreement and Operating Level
Agreement” on page 128.
Follow the Sun
SD.FollowTheSun
Assigns the incidents based on defined time zones and groups
so that an incident can be worked on a 24-hour basis.
See “About Follow the Sun routing” on page 131.
Understanding ServiceDesk concepts
About configuration items
About configuration items
A configuration item (CI) is a component of your organization’s infrastructure
that is under the control of Configuration Management. A configuration item can
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 more
configuration items. ITIL recommends that each change should reference one or
more configuration items.
About the Configuration Management Database
(CMDB)
The Configuration Management Database (CMDB) is a repository of the information
that is related to all the components or resources of an information system. In
the ITIL context, the CMDB represents the authorized configurations of the
significant components (configuration items) of the IT environment. For example,
the CMDB can contain information about hardware, software, associated
documentation, assets, contracts, and users.
The CMDB lets you manage the resources throughout their lifecycle, which helps
your organization understand the relationships between these resources and
track their configuration.
In the Symantec Management Platform, configuration items are typically referred
to as resources.
See “About configuration items” on page 27.
The CMDB is a standard component of the Symantec Management Platform. CMDB
Solution, which is a requirement for installing ServiceDesk, provides additional
capabilities for managing the data in the CMDB.
For more information about CMDB Solution, see the CMDB Solution User’s Guide.
For a CMDB implementation to be successful, the CMDB must be able to
automatically 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:
27
28
Understanding ServiceDesk concepts
About Workflow Designer
■
Automatically discover resources such as computers and software.
For example, the Symantec Management Platform can discover the computers
in an organization and add them to the 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 that
already exists in Active Directory without re-creating it. You can schedule
regular 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, and
departments.
■
Create customized actions and rules to manage and manipulate data.
See “About populating the CMDB for ServiceDesk” on page 50.
About Workflow Designer
Workflow Designer lets an administrator customize workflows to meet the needs
of the organization. With Workflow Designer, you can design workflows to apply
rules, make decisions, display interfaces, interview users, and route documents.
Workflow Designer is a component of Workflow Solution. ServiceDesk is based
on Workflow Solution.
A version of Workflow Designer is included with ServiceDesk.
See “About workflows, processes, tickets, and tasks” on page 23.
The Workflow Designer that is included with ServiceDesk lets you modify the
ServiceDesk workflows in any way that you want. However, the ability to create
a new workflow or use the data integration components require an Advanced
Workflow license.
You can install Workflow Designer at the same time and on the same computer
as the ServiceDesk application software. However, Workflow Designer is typically
installed on a client computer instead of the ServiceDesk server computer.
See “Installing Workflow Designer on a client computer” on page 62.
Understanding ServiceDesk concepts
About Workflow Server
About Workflow Server
The Workflow Server software is the server-side software that includes the
workflow extensions that are required to run the 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
referred to as the Workflow server.
When you customize workflows and other items in Workflow Designer, you must
publish them to the Workflow Server. Publishing is the act of moving a project
from the test environment to the production environment so that it can be run.
For more information about workflows, publishing, and Workflow Designer, see
the Workflow Solution User’s Guide.
About ServiceDesk licenses
The ServiceDesk licenses that you purchased determine the number of people
who can work in the ServiceDesk portal at one time. A license is consumed when
a logged-on user has a ServiceDesk process view page open to work a ticket for
any of the ServiceDesk processes.
The ServiceDesk licensing is IP-based. Therefore, a user can run multiple instances
of 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 denied
access 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 that
they 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 or
reads a knowledge base article.
29
30
Understanding ServiceDesk concepts
About ServiceDesk licenses
Chapter
3
Introducing ServiceDesk
solution software
This chapter includes the following topics:
■
About ServiceDesk solution software
■
About the ServiceDesk Solution Console page
■
Accessing the ServiceDesk Solution Console page
About ServiceDesk solution software
The ServiceDesk solution software is a component of the ServiceDesk product. It
is different from the ServiceDesk application software, which provides the interface
for managing service tickets and performing other service tasks. The ServiceDesk
solution software is installed on the Notification Server computer and the
ServiceDesk application software is installed on the ServiceDesk server computer.
See “Components of ServiceDesk” on page 17.
The ServiceDesk solution software provides the following functions:
■
Management of the ServiceDesk licenses
The Symantec Installation Manager (SIM) installs the ServiceDesk solution
software on the Notification Server computer and applies the ServiceDesk
licenses. The ServiceDesk solution software manages the consumption of the
ServiceDesk licenses.
See “About ServiceDesk licenses” on page 29.
■
Downloading of the installation file that is used to install the ServiceDesk
server software on the ServiceDesk server computer.
The ServiceDesk server computer is different from the Notification Server
computer.
32
Introducing ServiceDesk solution software
About the ServiceDesk Solution Console page
In the Symantec Management Console, you can access a page that lets you
download 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 defined
in 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 are
generated from a workflow project, SD.DataServices.
See “About the Configuration Management Database (CMDB)” on page 27.
About the ServiceDesk Solution Console page
The 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 58.
■
View all incidents that are associated with a resource and that have been
reported from the ServiceDesk server computer.
The ServiceDesk Solution Console page appears in the Symantec Management
Console.
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 page
The ServiceDesk Solution Console page displays your ServiceDesk licenses, lets
you download installation files for ServiceDesk, and provides information about
incidents.
See “About the ServiceDesk Solution Console page” on page 32.
To access the ServiceDesk Solution Console page
1
In the Symantec Management Console, on the Settings menu, click All
Settings.
2
In the left pane, click Service and Asset Management > ServiceDesk >
ServiceDesk.
Section
2
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™
34
Chapter
4
Planning to install
ServiceDesk
This chapter includes the following topics:
■
About the ServiceDesk installation
■
Installing a Symantec Management Platform product and ServiceDesk for the
first time
■
Installing ServiceDesk 7.0 on an existing installation of the Symantec
Management Platform
■
Upgrading to the Symantec Management Platform and ServiceDesk 7.0 from
Altiris 6.x
■
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
About the ServiceDesk installation
ServiceDesk consists of several software components that are installed on separate
computers.
36
Planning to install ServiceDesk
About the ServiceDesk installation
The main software components of ServiceDesk are as follows:
■
ServiceDesk solution software
Resides on the same 32-bit server as the Symantec Management Platform
products, which include Client Management Suite and Server Management
Suite.
■
ServiceDesk application software
Resides on its own 64-bit server. It cannot be installed on the same computer
as Helpdesk Solution.
■
Workflow Designer
Can reside on a client computer or the ServiceDesk server computer.
ServiceDesk also encompasses databases and other components.
See “Components of ServiceDesk” on page 17.
Because of their different installation requirements, the software components of
ServiceDesk have their own installation processes. The installation processes that
you follow depend on the scenario that fits your organization’s situation.
Table 4-1
Typical scenarios for installing ServiceDesk
Scenario
Description
New installation
No Symantec Management Platform products are installed in your
environment. You purchased a Symantec Management Platform
7.0 product that includes ServiceDesk.
See “Installing a Symantec Management Platform product and
ServiceDesk for the first time” on page 37.
Addition of
ServiceDesk
You have already implemented a Symantec Management Platform
7.0 product. You purchased ServiceDesk solution and are ready to
use it.
See “Installing ServiceDesk 7.0 on an existing installation of the
Symantec Management Platform” on page 39.
Upgrade
You have an installation of an Altiris 6.x product that includes
Helpdesk Solution 6.5. You purchased an upgrade to a Symantec
Management Platform 7.0 product and ServiceDesk 7.0.
See “Upgrading to the Symantec Management Platform and
ServiceDesk 7.0 from Altiris 6.x” on page 40.
Planning to install ServiceDesk
Installing a Symantec Management Platform product and ServiceDesk for the first time
Installing a Symantec Management Platform product
and ServiceDesk for the first time
Use this process to install ServiceDesk when you do not have any Symantec
Management 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 product
and ServiceDesk for the first time
Step
Process
Description
Step 1
Set up the environment for
the Symantec Management
Platform product.
ServiceDesk requires a Symantec Management Platform 7.0 SP2
product.
During this step, you set up the Notification Server computer and the
other hardware and software that is required. The Symantec
Management Platform runs on a 32-bit server.
See “Server configuration options for the ServiceDesk installation”
on page 47.
For more information about the recommended hardware
configurations, see knowledge base article 45803, Altiris 7 Planning
& Implementation Guide. It is available at the following URL:
https://kb.altiris.com/article.asp?article=45803&p=1
Step 2
Set up the environment for During this step, you perform the following tasks:
the ServiceDesk application
■ Set up a 64-bit computer as the ServiceDesk server.
software.
This server cannot contain an installation of Helpdesk Solution.
See “System requirements for the ServiceDesk server computer”
on page 44.
■ Add the ServiceDesk server computer to the Administrators group
on the SQL Server computer.
See “Adding the ServiceDesk server computer to the Administrators
group” on page 49.
■ Set up the SQL Server computer.
See “System requirements for the SQL Server computer”
on page 46.
See “Server configuration options for the ServiceDesk installation”
on page 47.
37
38
Planning to install ServiceDesk
Installing a Symantec Management Platform product and ServiceDesk for the first time
Table 4-2
Process for installing a Symantec Management Platform product
and ServiceDesk for the first time (continued)
Step
Process
Description
Step 3
Install the Symantec
During this step, you perform the following tasks:
Management Platform
■ Use Symantec Installation Manager (SIM) to install the Symantec
product and the ServiceDesk
Management Platform product and the ServiceDesk solution
solution software on the
software.
Notification Server
See “About installing Symantec Management Platform products”
computer.
on page 50.
See “About installing the ServiceDesk solution software on the
Notification Server computer” on page 56.
■ Populate the Configuration Management Database (CMDB).
ServiceDesk uses some of the configuration items (resources) that
are defined in 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 the Configuration Management Database (CMDB)”
on page 27.
See “About populating the CMDB for ServiceDesk” on page 50.
Step 4
Install the ServiceDesk
application software on the
ServiceDesk server
computer.
The ServiceDesk application software incorporates all the Symantec
Workflow technologies that manage service tickets, provide reporting
capabilities, and integrate with other Symantec products.
See “Installing the ServiceDesk application software” on page 56.
This step includes the initial configuration of the ServiceDesk
application software, which you do in the ServiceDesk Setup wizard.
Step 5
(Optional) Install Workflow
Designer.
If you install Workflow Designer on a client computer, you must run
a separate installation.
See “Installing Workflow Designer on a client computer” on page 62.
If you install Workflow Designer on the ServiceDesk server computer,
you can install it at the same time as the ServiceDesk application
software.
See “Installing the ServiceDesk application software” on page 56.
Step 6
(Optional) Install the Screen ServiceDesk provides a Screen Capture utility that lets users capture
Capture Utility on the client images of their computer screens.
computers.
See “About installing the Screen Capture utility” on page 105.
After you complete the installation and before you start to use ServiceDesk,
complete the steps for configuring the ServiceDesk portal.
Planning to install ServiceDesk
Installing ServiceDesk 7.0 on an existing installation of the Symantec Management Platform
See “Configuring the ServiceDesk application software” on page 119.
Installing ServiceDesk 7.0 on an existing installation
of the Symantec Management Platform
Use this process to install ServiceDesk when you have already implemented a
Symantec Management Platform 7.0 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 50.
■
The CMDB (Configuration Management Database) is populated.
ServiceDesk uses some of the configuration items (resources) that are defined
in 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 50.
Table 4-3 lists the order in which you must complete the steps.
Table 4-3
Process for installing ServiceDesk 7.0 on an existing installation of
the Symantec Management Platform
Step
Process
Description
Step 1
Set up the environment for During this step, you perform the following tasks:
the ServiceDesk application
■ Set up a 64-bit computer as the ServiceDesk server.
software.
This server cannot contain an installation of Helpdesk Solution.
See “System requirements for the ServiceDesk server computer”
on page 44.
■ Add the ServiceDesk server computer to the Administrators group
on the SQL Server computer.
See “Adding the ServiceDesk server computer to the Administrators
group” on page 49.
■ Set up the SQL Server computer.
See “System requirements for the SQL Server computer”
on page 46.
See “Server configuration options for the ServiceDesk installation”
on page 47.
39
40
Planning to install ServiceDesk
Upgrading to the Symantec Management Platform and ServiceDesk 7.0 from Altiris 6.x
Table 4-3
Process for installing ServiceDesk 7.0 on an existing installation of
the Symantec Management Platform (continued)
Step
Process
Description
Step 2
Install the ServiceDesk
solution software on the
Notification Server
computer.
During this step, you use Symantec Installation Manager (SIM) to
install the ServiceDesk solution software in the Symantec Management
Platform environment.
Install the ServiceDesk
application software on the
ServiceDesk server
computer.
During this step, you use the ServiceDesk Setup wizard to install the
ServiceDesk application software.
Step 3
See “About installing the ServiceDesk solution software on the
Notification Server computer” on page 56.
The ServiceDesk application software incorporates all the Symantec
Workflow technologies that manage service tickets, provide reporting
capabilities, and integrate with other Symantec products.
See “Installing the ServiceDesk application software” on page 56.
This step includes the initial configuration of the ServiceDesk
application software, which you do in the ServiceDesk Setup wizard.
Step 4
(Optional) Install Workflow
Designer.
If you install Workflow Designer on a client computer, you must run
a separate installation.
See “Installing Workflow Designer on a client computer” on page 62.
If you install Workflow Designer on the ServiceDesk server computer,
you can install it at the same time as the ServiceDesk application
software.
See “Installing the ServiceDesk application software” on page 56.
Step 5
(Optional) Install the Screen ServiceDesk provides a Screen Capture utility that lets users capture
Capture Utility on the client images of their computer screens.
computers.
See “About installing the Screen Capture utility” on page 105.
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 119.
Upgrading to the Symantec Management Platform
and ServiceDesk 7.0 from Altiris 6.x
Symantec ServiceDesk 7.0 replaces the functionality of Helpdesk Solution 6.5 and
earlier. ServiceDesk does not upgrade or install over Helpdesk Solution because
ServiceDesk is installed on a different server and uses different databases.
Planning to install ServiceDesk
Upgrading to the Symantec Management Platform and ServiceDesk 7.0 from Altiris 6.x
Use this process to install ServiceDesk 7.0 when you have an installation of an
Altiris 6.x product that includes Helpdesk Solution 6.5.
Table 4-3 lists the order in which you must complete the steps.
Table 4-4
Process for upgrading to the Symantec Management Platform and
ServiceDesk 7.0 from Altiris 6.x
Step
Process
Description
Step 1
Upgrade to the Symantec
Management Platform 7.0
SP2.
ServiceDesk requires a Symantec Management Platform 7.0 SP2
product.
During this step, you perform the following tasks:
Upgrade your Altiris 6.x product to a Symantec Management
Platform 7.0 SP2 product.
The upgrade of Altiris 6.x is managed through the Symantec
Installation Manager. You can choose the solutions to upgrade
during the upgrade process.
For more information, see the Symantec Management Platform
Installation Guide, which is available when you download the
product.
■ Migrate any Altiris 6.x data to the Symantec Management Platform
7.0 product.
For more information about migrating Altiris 6.x data, see
knowledge base article 44969, Migration of 6.x Data to Symantec
Management Platform 7.0. It is available at the following URL:
https://kb.altiris.com/article.asp?article=44969&p=1
■
Step 2
Set up the environment for During this step, you perform the following tasks:
the ServiceDesk application
■ Set up a 64-bit computer as the ServiceDesk server.
software.
This server cannot contain an installation of Helpdesk Solution.
See “System requirements for the ServiceDesk server computer”
on page 44.
■ Add the ServiceDesk server computer to the Administrators group
on the SQL Server computer.
See “Adding the ServiceDesk server computer to the Administrators
group” on page 49.
■ Set up the SQL Server computer.
See “System requirements for the SQL Server computer”
on page 46.
See “Server configuration options for the ServiceDesk installation”
on page 47.
41
42
Planning to install ServiceDesk
Upgrading to the Symantec Management Platform and ServiceDesk 7.0 from Altiris 6.x
Table 4-4
Process for upgrading to the Symantec Management Platform and
ServiceDesk 7.0 from Altiris 6.x (continued)
Step
Process
Description
Step 3
Install the ServiceDesk
solution software on the
Notification Server
computer.
During this step, you perform the following tasks:
Install the ServiceDesk
application software on the
ServiceDesk server
computer.
During this step, you use the ServiceDesk Setup wizard to install the
ServiceDesk application software.
Step 4
Use Symantec Installation Manager (SIM) to install the ServiceDesk
solution software.
See “About installing the ServiceDesk solution software on the
Notification Server computer” on page 56.
■ Populate the Configuration Management Database (CMDB).
ServiceDesk uses some of the configuration items (resources) that
are defined in 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 the Configuration Management Database (CMDB)”
on page 27.
See “About populating the CMDB for ServiceDesk” on page 50.
■
The ServiceDesk application software incorporates all the Symantec
Workflow technologies that manage service tickets, provide reporting
capabilities, and integrate with other Symantec products.
See “Installing the ServiceDesk application software” on page 56.
This step includes the initial configuration of the ServiceDesk
application software, which you do in the ServiceDesk Setup wizard.
Step 5
Migrate data from Helpdesk Symantec ServiceDesk 7.0 replaces the functionality of Helpdesk
Solution.
Solution 6.5 and earlier. Although you cannot upgrade Helpdesk
Solution directly, you can use certain Helpdesk Solution data in
ServiceDesk.
You can migrate the Helpdesk Solution data from the ServiceDesk
Setup wizard or from the ServiceDesk portal.
See “About migrating data from Helpdesk Solution” on page 109.
Step 6
(Optional) Install Workflow
Designer.
If you install Workflow Designer on a client computer, you must run
a separate installation.
See “Installing Workflow Designer on a client computer” on page 62.
If you install Workflow Designer on the ServiceDesk server computer,
you can install it at the same time as the ServiceDesk application
software.
See “Installing the ServiceDesk application software” on page 56.
Planning to install ServiceDesk
Server requirements for the ServiceDesk installation
Table 4-4
Process for upgrading to the Symantec Management Platform and
ServiceDesk 7.0 from Altiris 6.x (continued)
Step
Process
Description
Step 7
(Optional) Install the Screen ServiceDesk provides a Screen Capture utility that lets users capture
Capture Utility on the client images of their computer screens.
computers.
See “About installing the Screen Capture utility” on page 105.
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 119.
Server requirements for the ServiceDesk installation
The ServiceDesk installation requires that you dedicate certain servers.
Table 4-5
The dedicated servers that ServiceDesk requires
Server
Description
Notification Server
computer
ServiceDesk requires a Symantec Management Platform 7.0 SP2 product. Although a
Symantec Management Platform product can require several servers, the platform itself is
typically installed on the Notification Server computer. The Symantec Management Platform
runs on a 32-bit server.
See “ServiceDesk requirements for the Notification Server computer” on page 44.
For more information about the recommended hardware configurations, see knowledge base
article 45803, Altiris 7 Planning & Implementation Guide. It is available at the following URL:
https://kb.altiris.com/article.asp?article=45803&p=1
ServiceDesk server
computer
The ServiceDesk server is a 64-bit computer that contains the ServiceDesk application
software and its workflows and processes.
This server might also be referred to as the Process Manager server or the Workflow server.
This server cannot contain an installation of Helpdesk Solution.
See “System requirements for the ServiceDesk server computer” on page 44.
SQL Server computer The ServiceDesk databases must reside on a SQL Server computer.
See “System requirements for the SQL Server computer” on page 46.
The ServiceDesk solution software and the Symantec Management Platform can share a
SQL Server computer.
43
44
Planning to install ServiceDesk
Server requirements for the ServiceDesk installation
You can use any of several configurations for setting up the Notification Server
computer, the ServiceDesk server computer, and the SQL Server computer.
See “Server configuration options for the ServiceDesk installation” on page 47.
ServiceDesk requirements for the Notification Server computer
ServiceDesk requires the Symantec Management Platform to be installed and
running. The Symantec Management Platform must always be installed on its
own 32-bit server.
For more detailed information about the requirements for the Notification Server
computer, see the Symantec Management Platform Installation Guide. This guide
is available when you download the Symantec Management Platform product.
After you install the product, the guide is also available from the Start menu,
under Altiris > Symantec Installation Manager > Symantec Management
Platform Installation Guide.
Table 4-6
ServiceDesk requirements for the Notification Server computer
Item
Requirement
Hardware and base
software
The system requirements for the Symantec Management Platform apply to this server.
Symantec
Management
Platform
Symantec Management Platform 7.0 SP2 or later must be installed and running.
The installation of Symantec Management Platform is managed through the Symantec
Installation Manager.
Altiris CMDB Solution If CMDB Solution is not already installed, it is included in the installation of the ServiceDesk
solution software. You do not need to perform a separate installation.
See “Server requirements for the ServiceDesk installation” on page 43.
System requirements for the ServiceDesk server computer
The ServiceDesk application software is installed on the ServiceDesk server
computer. This server cannot contain an installation of Helpdesk Solution.
You can use any of several configurations for setting up the Notification Server
computer, the ServiceDesk server computer, and the SQL Server computer.
See “Server configuration options for the ServiceDesk installation” on page 47.
When you install the ServiceDesk application software and SQL Server on different
computers, the computers must meet the following requirements:
■
Both servers must be members of the same domain.
Planning to install ServiceDesk
Server requirements for the ServiceDesk installation
■
This configuration must be installed in an Active Directory environment.
■
For the database cube reporting to work in an off-box SQL configuration,
Windows authentication is required.
This requirement is due to a limitation in the SQL Server Analysis Services.
See “Database Connection page” on page 71.
Table 4-7
System requirements for the ServiceDesk server computer
Item
Requirement
Computer and
processor
Multi-core or multiple physical processors, 64-bit
RAM
Minimum: 4 GB
Minimum recommended: 8 GB
Preferred: 16 GB
Operating system
Windows Server 2003 64 bit
SQL Server
components
The ServiceDesk server computer requires the SQL Server ADOMD.NET. This SQL Server
component is a Microsoft .NET Framework data provider. It facilitates communication with
the 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 Objects
Collection. You can download the Management Objects Collection installation from the
Microsoft Web site. The file name is SQLServer2005_XMO_x64.msi.
■
SQL Native client
This component is a prerequisite for installing the SQL Management Objects.
Microsoft Internet
IIS 6
Information Services
(IIS)
.NET Framework
.NET 3.5 with ASP.NET
Internet browser
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
45
46
Planning to install ServiceDesk
Server requirements for the ServiceDesk installation
Table 4-7
System requirements for the ServiceDesk server computer
(continued)
Item
Requirement
Additional
requirement
The ServiceDesk server computer must be a member of the Administrators group on the
SQL Server computer.
See “Adding the ServiceDesk server computer to the Administrators group” on page 49.
System requirements for the SQL Server computer
ServiceDesk requires an installation of Microsoft SQL Server.
You can use any of several configurations for setting up the Notification Server
computer, the ServiceDesk server computer, and the SQL Server computer.
See “Server configuration options for the ServiceDesk installation” on page 47.
When you install the ServiceDesk application software and SQL Server on different
computers, 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.
■
For the database cube reporting to work in an off-box SQL configuration,
Windows authentication is required.
This requirement is due to a limitation in the SQL Server Analysis Services.
See “Database Connection page” on page 71.
Table 4-8
System requirements for the SQL Server computer
Item
Requirement
Processor
32-bit or 64-bit
Database
ServiceDesk requires the following components of Microsoft SQL Server:
■
SQL Server 2005 Standard or Enterprise
■
SQL Server Reporting Services 2005 or later
■
SQL Server Analysis Services 2005 or later
■
SQL Server 2005 Service Pack 2
Planning to install ServiceDesk
Server configuration options for the ServiceDesk installation
Table 4-8
System requirements for the SQL Server computer (continued)
Item
Requirement
Additional
requirements
When you use one SQL Server computer for both the Symantec Management Platform and
the ServiceDesk application software, follow the platform’s SQL Server requirements.
For more information about the recommended hardware configurations for the Symantec
Management Platform, see knowledge base article 45803, Altiris 7 Planning & Implementation
Guide. It is available at the following URL:
https://kb.altiris.com/article.asp?article=45803&p=1
Server configuration options for the ServiceDesk
installation
The ServiceDesk installation requires that you dedicate certain servers: a
Notification Server computer, a ServiceDesk server computer, and a SQL Server
computer.
See “Server requirements for the ServiceDesk installation” on page 43.
The server configuration that you use for a ServiceDesk installation depends on
your environment, datacenter design, and budget.
Requirements for server A server configuration is valid if it meets the following
configurations
requirements:
Microsoft SQL Server is installed on either a 32-bit server or
a 64-bit server.
■ The Symantec Management Platform and the ServiceDesk
solution software are installed on the same 32-bit server.
■ The ServiceDesk application software is installed on a 64-bit
server.
■
Typical server
configurations
The most commonly-used configurations are as follows:
SQL Server is installed off-box for both the Symantec
Management Platform and the ServiceDesk application
software.
See Figure 4-1.
■ The Symantec Management Platform and the ServiceDesk
application software share an off-box SQL Server installation.
See Figure 4-2.
■
47
48
Planning to install ServiceDesk
Server configuration options for the ServiceDesk installation
Additional server
configurations
Examples of additional configurations are as follows:
■
SQL Server is installed off-box for either the Symantec
Management Platform or the ServiceDesk application
software.
SQL Server is installed on-box for either the Symantec
Management Platform or the ServiceDesk application software
or both.
■ One of the applications uses an on-box installation of SQL
Server and shares it with the other application.
■ One of the applications uses an on-box installation of SQL
Server and the other application uses an off-box installation
of SQL Server.
■
Both Symantec Management Platform and ServiceDesk have their
own off-box SQL Server computer
Figure 4-1
Notification Server
(Symantec
Management
Platform)
SQL Server
Figure 4-2
Notification Server
(Symantec
Management
Platform)
ServiceDesk Server
SQL Server
Symantec Management Platform and ServiceDesk share an off-box
SQL Server computer
SQL Server
ServiceDesk Server
Planning to install ServiceDesk
Requirements for the ServiceDesk client computers
Requirements for the ServiceDesk client computers
The client computers access ServiceDesk from an Internet browser. ServiceDesk
is 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
See “Server requirements for the ServiceDesk installation” on page 43.
Adding the ServiceDesk server computer to the
Administrators group
Before you install the ServiceDesk application software, you must add the
ServiceDesk server computer to the Administrators group on the SQL Server
computer.
This task is part of the process for setting up the environment for the ServiceDesk
application software.
See “Installing a Symantec Management Platform product and ServiceDesk for
the first time” on page 37.
See “Installing ServiceDesk 7.0 on an existing installation of the Symantec
Management Platform” on page 39.
See “Upgrading to the Symantec Management Platform and ServiceDesk 7.0 from
Altiris 6.x” on page 40.
Before you begin, ensure that you have set up the ServiceDesk server computer.
See “System requirements for the ServiceDesk server computer” on page 44.
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 and
Groups > 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.
49
50
Planning to install ServiceDesk
About installing Symantec Management Platform products
6
In the Object Types dialog box, click Computers, and then click OK.
7
In the Select Users, Computers, or Groups dialog box, in Enter object names
to select, type the domain name and the name of the ServiceDesk server
computer 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 Platform
products
ServiceDesk requires a completed installation and implementation of a Symantec
Management Platform 7.0 SP2 product. Such products include Client Management
Suite and Server Management Suite.
See “About the ServiceDesk installation” on page 35.
The Symantec Installation Manager (SIM) handles the installation and initial
configuration of the Symantec Management Platform products. This easy-to-use
wizard verifies installation readiness and steps you through the product
installation and configuration.
If you need to install or uninstall any Symantec Management Platform product
after the initial installation, Symantec Installation Manager is available in the
Symantec Management Console.
For more information, see the Symantec Management Platform Installation Guide,
which is available when you download the Symantec Management Platform
product. After you install the product, it is also available from the Windows Start
menu, under Altiris > Symantec Installation Manager > Symantec Management
Platform Installation Guide.
About populating the CMDB for ServiceDesk
The Configuration Management Database (CMDB) represents the authorized
configurations of the significant components (configuration items) of the IT
environment. For example, the CMDB can contain information about hardware,
software, associated documentation, assets, and contracts.
See “About the Configuration Management Database (CMDB)” on page 27.
Planning to install ServiceDesk
About populating the CMDB for ServiceDesk
In the Symantec Management Platform, configuration items are typically referred
to as resources.
See “About configuration items” on page 27.
ServiceDesk uses the following configuration items (resources) that are defined
in the CMDB: equipment, locations, and services. This information provides
additional details to incidents that can help the resolution. For example, during
the creation of an incident, the technician can select the user’s location and any
related configuration items that the issue affects.
Technically, you can use ServiceDesk without the CMDB data, but doing so limits
the amount of information that can be included in incidents. For example, if the
CMDB does not contain equipment data, the user cannot specify the affected
equipment 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 Management
Platform.
For more information about populating the CMDB, see the Symantec Management
Platform User’s Guide or the CMDB Solution User’s 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 run
Windows, UNIX, Linux, and Macintosh.
■
Import resource associations from Active Directory.
Microsoft Active Directory not only stores objects, it also stores relationships
between objects. Microsoft Active Directory Import can extract these
relationships from Active Directory and create the appropriate resources and
resource associations in the CMDB
■
Import data from several other solutions in the Symantec Management
Platform.
For example, you can import software resources from Inventory Solution.
51
52
Planning to install ServiceDesk
Information to collect for the ServiceDesk installation
Information to collect for the ServiceDesk installation
During the ServiceDesk installation and initial configuration, you must enter
certain information about your environment and the type of installation that you
plan to perform. Collecting this information is a step in the process for installing
the ServiceDesk application software.
See “Installing the ServiceDesk application software” on page 56.
Table 4-9
Information to collect for the ServiceDesk implementation
Item
Description
Notification Server
computer name
The IP address, fully qualified domain name, or common name of the computer on which
the Symantec Management Platform and Notification Server are installed.
Notification Server
domain name
The domain name of the computer on which the Symantec Management Platform and
Notification Server are installed.
Notification Server
credentials
The user name and password with which the ServiceDesk server computer can access the
Notification Server computer.
Web site name
The name of the Web site from which users can access the ServiceDesk portal. You must
use the Web site name as it is listed in IIS.
Base URL of the
ServiceDesk server
The IP address and the fully qualified domain name of the ServiceDesk server computer.
Data source for the
Process Manager
database
The IP address or the domain name of the computer on which to install the Process Manager
database.
Process Manager
administrator
The user name and password of the administrator who can access the Process Manager
database.
Data source for the
replication database
(Optional) The IP address or the domain name of the computer on which to install the
replication database. This information is required if you plan to replicate the Process
Manager database.
It must reside on the SQL server.
The replication database typically resides on the same SQL Server computer as the Process
Manager database.
Connection
The authentication method for ServiceDesk to connect to the Process Manager database.
authentication method 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 for
the replication database.
Planning to install ServiceDesk
Information to collect for the ServiceDesk installation
Table 4-9
Information to collect for the ServiceDesk implementation
(continued)
Item
Description
Active Directory
information
If you plan to use Active Directory authentication, you need to collect the following
information:
■
Active Directory server domain
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 Directory
and retrieve user information.
■
Email server addresses ■ The name of the email server from which ServiceDesk receives inbound email.
Email addresses
■
(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.
■
The email address from which ServiceDesk sends notification emails.
■
(Optional) The email address and password of the mailbox to monitor for incoming
incidents.
Obtain this address if you plan to use the ServiceDesk Inbox monitoring tool. It should
be the same as the email address for sending emails.
Email protocol and port The protocol and port for the email transmissions between ServiceDesk and users.
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54
Planning to install ServiceDesk
Information to collect for the ServiceDesk installation
Chapter
5
Installing ServiceDesk
This chapter includes the following topics:
■
About installing the ServiceDesk solution software on the Notification Server
computer
■
Installing the ServiceDesk application software
■
Downloading the ServiceDesk installation file
■
Installing the ServiceDesk application software on the ServiceDesk server
computer
■
Installing Workflow Designer on a client computer
■
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
■
Advanced Cube Reporting page
■
System Accounts Access page
■
Process Manager Configuration page
■
Process Manager Authentication page
56
Installing ServiceDesk
About installing the ServiceDesk solution software on the Notification Server computer
■
Active Directory Server dialog box
■
Workflow Persistence page
■
Symbus ORM page
■
System Check page
About installing the ServiceDesk solution software
on the Notification Server computer
Install the ServiceDesk solution software on the Notification Server computer
before you install any other part of the ServiceDesk product. The ServiceDesk
solution software is installed from Symantec Installation Manager.
The Symantec Installation Manager (SIM) handles the installation and initial
configuration of the Symantec Management Platform. This easy-to-use wizard
verifies installation readiness and steps you through the product installation and
configuration
For more information, see the Symantec Management Platform Installation Guide,
which is available when you download the Symantec Management Platform
product. After you install the product, it is also available from the Windows Start
menu, under Altiris > Symantec Installation Manager > Symantec Management
Platform Installation Guide.
You can install the ServiceDesk solution software at the same time as the Symantec
Management Platform, or you can install it any time thereafter.
This installation is a step in the process for installing ServiceDesk.
See “Installing a Symantec Management Platform product and ServiceDesk for
the first time” on page 37.
See “Installing ServiceDesk 7.0 on an existing installation of the Symantec
Management Platform” on page 39.
See “Upgrading to the Symantec Management Platform and ServiceDesk 7.0 from
Altiris 6.x” on page 40.
Installing the ServiceDesk application software
The ServiceDesk application software incorporates all the Symantec Workflow
technologies that manage service tickets, provide reporting capabilities, and
integrate with other Symantec products.
Installing ServiceDesk
Installing the ServiceDesk application software
The ServiceDesk application software is installed on the ServiceDesk server
computer. It cannot be installed on the same computer as Helpdesk Solution.
This installation is a step in the process for installing ServiceDesk.
See “Installing a Symantec Management Platform product and ServiceDesk for
the first time” on page 37.
See “Installing ServiceDesk 7.0 on an existing installation of the Symantec
Management Platform” on page 39.
See “Upgrading to the Symantec Management Platform and ServiceDesk 7.0 from
Altiris 6.x” on page 40.
Before you begin, ensure that the following prerequisites are met:
■
The ServiceDesk solution software is installed on the Notification Server
computer.
See “About installing the ServiceDesk solution software on the Notification
Server computer” on page 56.
■
The ServiceDesk server, the SQL server, and the ServiceDesk client computers
are configured.
See “Server requirements for the ServiceDesk installation” on page 43.
■
The information that you need for the installation is available.
See “Information to collect for the ServiceDesk installation” on page 52.
Table 5-1
Process for installing the ServiceDesk application software
Step
Action
Description
Step 1
Collect the information that During the ServiceDesk installation and initial configuration, you
you need for the ServiceDesk must enter certain information about your environment and the type
installation and initial
of installation that you plan to perform.
configuration.
See “Information to collect for the ServiceDesk installation”
on page 52.
Step 2
Download the ServiceDesk
installation file.
In the Symantec Management Console, you can access a page that
lets you download the ServiceDesk installation file. Download this file
to any computer on which you plan to install the ServiceDesk
application software or Workflow Designer.
See “Downloading the ServiceDesk installation file” on page 58.
Step 3
Install the ServiceDesk
application software.
Run the ServiceDesk installation file that you downloaded, which
opens the ServiceDesk Setup wizard.
See “Installing the ServiceDesk application software on the
ServiceDesk server computer” on page 59.
57
58
Installing ServiceDesk
Downloading the ServiceDesk installation file
Table 5-1
Process for installing the ServiceDesk application software
(continued)
Step
Action
Description
Step 4
Configure the initial
ServiceDesk settings.
When the installation segment of the ServiceDesk Setup wizard
finishes, the configuration segment starts. This segment of the wizard
lets you configure the settings for installing ServiceDesk and its
databases.
See “Configuring the ServiceDesk application software during
installation” on page 84.
Downloading the ServiceDesk installation file
The installation of the ServiceDesk solution software on the Symantec
Management Platform includes the ServiceDesk installation file. You use the same
installation file to install both the ServiceDesk application software and Workflow
Designer.
In the Symantec Management Console, you can access a page that lets you
download the ServiceDesk installation file. Download this file to any computer
on which you plan to install the ServiceDesk application software or Workflow
Designer.
This task is a step in the process for installing the ServiceDesk application
software.
See “Installing the ServiceDesk application software” on page 56.
Before you begin, ensure that the ServiceDesk solution software is installed on
the Notification Server computer.
See “About installing the ServiceDesk solution software on the Notification Server
computer” on page 56.
To download the ServiceDesk installation file
1
In the Symantec Management Console, on the Settings menu, click Settings
> All Settings.
2
In the left pane, click Service and Asset Management > ServiceDesk >
ServiceDesk.
3
On the ServiceDesk Solution Console page, under Download ServiceDesk
Installer, click the Altiris.ServiceDesk.2009.exe link.
Installing ServiceDesk
Installing the ServiceDesk application software on the ServiceDesk server computer
4
In the File Download - Security Warning dialog box, specify the location to
download the file to, and then click OK.
5
When the download finishes, you can close the ServiceDesk Solution Console
page.
Installing the ServiceDesk application software on
the ServiceDesk server computer
The ServiceDesk Setup wizard guides you through the installation of the
ServiceDesk application software on the ServiceDesk server computer. It installs
the ServiceDesk application software, creates the Process Manager, Analysis, and
Workflow databases, and configures the settings for connecting to the databases.
This task is a step in the process for installing ServiceDesk.
See “Installing the ServiceDesk application software” on page 56.
Before you begin, ensure that you meet the following prerequisites:
■
The information that you need for the installation is available.
See “Information to collect for the ServiceDesk installation” on page 52.
■
The ServiceDesk installation file is available on the ServiceDesk server
computer.
See “Downloading the ServiceDesk installation file” on page 58.
You can install Workflow Designer at the same time and on the same computer
as ServiceDesk. However, Workflow Designer is typically installed on a client
computer instead of the ServiceDesk server computer. This procedure assumes
that you plan to install Workflow Designer separately.
See “Installing Workflow Designer on a client computer” on page 62.
To install the ServiceDesk application software
1
On the ServiceDesk server computer, in the location to which you downloaded
the 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 License Agreement page, review the license agreement , and then
click I Agree.
4
On the Server Roles page, specify the following information:
■
The roles to grant to the server on which you perform this installation
59
60
Installing ServiceDesk
Installing the ServiceDesk application software on the ServiceDesk server computer
The roles that you select determine the pages that appear during the
installation.
■
Whether to configure advanced settings during the installation or use the
defaults
When you choose to configure the advanced settings, additional pages
appear in the ServiceDesk Setup wizard. If you do not choose this option,
the default settings are used in those instances. These advanced settings
pages are indicated in this procedure.
■
Whether to import the installation settings from an XML settings file that
was created during a previous installation.
Typically, you use this settings file for support purposes or when you need
to reinstall ServiceDesk. If you select this option, the saved settings appear
on the ServiceDesk Setup wizard pages as you step through the
installation.
See “Server Roles page” on page 65.
When you complete this page, click Next.
5
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.
6
Step though the wizard pages and on each one, enter the appropriate
information, and then click Next, as follows:
■
Install Location page
(Advanced Settings only) Specify the ServiceDesk installation folder and
the Start menu folder for the ServiceDesk shortcuts.
See “Install Location page” on page 67.
■
Server Configuration page
Specify the Web site and URL to use for connecting to the ServiceDesk
server computer. Also decide whether to run the Task Tray Application
after the installation.
See “Server Configuration page” on page 68.
■
Notification Server Credentials page
Specify the Symantec Management Platform computer that ServiceDesk
accesses and the user credentials for accessing the server.
The credentials must be for a user who has administrative rights.
Installing ServiceDesk
Installing the ServiceDesk application software on the ServiceDesk server computer
See “Notification Server Credentials page” on page 70.
■
Database Connection page
Configure the settings for creating the Process Manager database.
This database must reside on the SQL server.
See “Database Connection page” on page 71.
■
Database Configuration page
Specify whether to create a new Process Manager database or update an
existing one.
See “Database Configuration page” on page 71.
■
Database Replication page
(Advanced Settings only) Specify whether to replicate the Process Manager
database.
You can replicate the data for archiving purposes or for historical data
reporting.
See “Database Replication page” on page 72.
■
Advanced Cube Reporting page
(Advanced Settings only) Take the following actions:
■
Click the Instructions link and read the information about analysis
services.
Configure the settings for creating the Analysis database.
ServiceDesk uses the Analysis database for reporting. This database
must reside on the SQL server.
See “Advanced Cube Reporting page” on page 73.
■
■
System Accounts Access page
(Advanced Settings only) Specify which accounts on your system are
granted 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 the
ASPNET account access to the Process Manager database, the installation
fails. If this installation is for a dual-server environment, be sure to
uncheck the ASPNET check box.
See “System Accounts Access page” on page 74.
■
Process Manager Configuration page
(Advanced Settings only) Specify the name of the Process Manager virtual
directory and other preferences.
See “Process Manager Configuration page” on page 75.
■
Process Manager Authentication page
61
62
Installing ServiceDesk
Installing Workflow Designer on a client computer
Define the ServiceDesk administrator’s credentials and the method for
authenticating the users who log on to ServiceDesk.
See “Process Manager Authentication page” on page 75.
7
■
Workflow Persistence page
(Advanced Settings only) Specify where to store workflow details such as
task assignments and deadlines.
See “Workflow Persistence page” on page 78.
■
Symbus ORM Settings page
(Advanced Settings only) Configure the settings that specify how to enable
communications between the Process Manager database and the workflow
details.
The workflow details include data such as task assignments and deadlines.
See “Symbus ORM page” on page 79.
■
System Check page
Review the results of the system checks that the ServiceDesk installation
performs. You can view descriptions of any warnings and failures and you
can also save those descriptions to a log file.
See “System Check page” on page 80.
On the Ready to Install page, review all the installation settings that you
entered, and then take one of the following actions:
If the settings are
correct
Click Install.
If any of the settings are Click Back to back up through the setup wizard and change
not correct
them.
8
On the Installing page, you can view the installation’s status.
To see the installation status in detail, click Details.
9
When the installation finishes, on the Installing page, click Next to start the
configuration segment of the wizard.
See “Configuring the ServiceDesk application software during installation”
on page 84.
Installing Workflow Designer on a client computer
You can install Workflow Designer at the same time and on the same computer
as ServiceDesk. However, Workflow Designer is typically installed on a client
Installing ServiceDesk
Installing Workflow Designer on a client computer
computer instead of the ServiceDesk server computer. This procedure helps you
install Workflow Designer separately.
This task is an optional step in the process for installing ServiceDesk.
See “Installing the ServiceDesk application software on the ServiceDesk server
computer” on page 59.
To install Workflow Designer on a client computer
1
On the client computer, double-click the following shortcut:
Altiris.ServiceDesk.2009.exe
2
On the License Agreement page, review the license agreement , and then
click I Agree.
3
On the Server Roles page, specify the following required information:
■
Workflow Server
See “About Workflow Server” on page 29.
■
Workflow Designer
See “Server Roles page” on page 65.
4
(Optional) On the Server Roles page, specify the following information:
Show Advanced
Settings During
Installation
(Optional) Lets you configure advanced settings by
displaying additional pages during the installation.
Otherwise, default settings are used.
Use Settings File
(Optional) Opens the Open dialog box, in which you can
select a saved settings file to use predefined installation
settings.
Typically, you use this settings file for support purposes or
when you need to reinstall Workflow Solution. If you select
this option, the saved settings appear on the ServiceDesk
Setup wizard pages as you step through the installation.
When you complete this page, click Next.
5
Step though the wizard pages and on each one, enter the appropriate
information, and then click Next, as follows:
■
Install Location page
(Advanced Settings only) Specify the Workflow Designer installation
folder and the Start menu folder for the Workflow Designer shortcuts.
See “Install Location page” on page 67.
■
Server Configuration page
63
64
Installing ServiceDesk
Installing Workflow Designer on a client computer
Specify the Web site and URL to use for connecting to the ServiceDesk
server computer. Also decide whether to run the Task Tray Application
after the installation.
See “Server Configuration page” on page 68.
6
■
Workflow Designer Tasks page
(Advanced Settings only) Configure the settings.
See “Workflow Designer Tasks page” on page 69.
■
Notification Server Credentials page
Specify the Symantec Management Platform computer that ServiceDesk
accesses and the user credentials for accessing the server.
See “Notification Server Credentials page” on page 70.
■
Workflow Persistence page
(Advanced Settings only) Specify where to store workflow details such as
task assignments and deadlines.
See “Workflow Persistence page” on page 78.
■
Symbus ORM Settings page
(Advanced Settings only) Configure the settings that specify how to enable
communications between the Process Manager database and the workflow
details.
The workflow details include data such as task assignments and deadlines.
See “Symbus ORM page” on page 79.
■
System Check page
Review the results of the system checks that the ServiceDesk installation
performs. You can view descriptions of any warnings and failures and you
can also save those descriptions to a log file.
See “System Check page” on page 80.
On the Ready to Install page, review all the installation settings that you
entered, and then take one of the following actions:
If the settings are
correct
Click Install.
If any of the settings are Click Back to back up through the setup wizard and change
not correct
them.
7
On the Installing page, you can view the installation’s status.
To see the installation status in detail, click Details.
8
When the installation finishes, you can click Finish to close the installation.
Installing ServiceDesk
Server Roles page
Server Roles page
This page lets you specify the items to include and the settings to use when you
install ServiceDesk. This page appears during the ServiceDesk installation.
See “Installing the ServiceDesk application software on the ServiceDesk server
computer” on page 59.
The roles that you select determine the pages that appear during the remainder
of the installation.
Table 5-2
Options on the Server Roles page
Option
Description
Workflow Server
Installs Workflow Server.
The Workflow Server software is the server-side software that includes the workflow
extensions that are required to run the core workflow processes. These extensions must
run on the server to which the workflows have been deployed, which is the ServiceDesk
server computer.
Workflow Server is required for a ServiceDesk installation, and recommended for a
Workflow Designer installation.
See “About Workflow Server” on page 29.
Background
Processing
Enables the timeouts and escalations of tickets in the ServiceDesk portal.
Workflow Designer
Installs Workflow Designer.
This option does not apply to Workflow Designer.
Workflow Designer is typically installed on a client computer rather than on the
ServiceDesk server computer. When you install Workflow Designer only, uncheck all the
other roles.
See “Installing Workflow Designer on a client computer” on page 62.
See “About Workflow Designer” on page 28.
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Installing ServiceDesk
Server Roles page
Table 5-2
Option
Options on the Server Roles page (continued)
Description
ServiceDesk ITIL Core Lets you specify which of the core ServiceDesk processes to install as follows:
Incident Management
Provides a process for submitting and resolving incidents. Lets the users submit
incidents and lets the Support workers respond to and resolve the incidents.
■ Change Management
Standardizes the methods and procedures for handling changes in the organization
to minimize the effect of those changes on service.
■ Problem Management
Minimizes the effects of incidents and problems by letting you track and diagnose
problems and publish known errors to help with future resolutions.
■ Release Management
Lets you manage the changes in your organization so that you can reduce or avoid the
problems and conflicts that are associated with the changes. Release Management
deals with significant changes to the IT infrastructure of an organization through new
configuration items or planned upgrades to existing items.
■
For more information, see the topics about these processes in the ServiceDesk User’s Guide.
ServiceDesk Portal
Database
Lets you set up the Process Manager (ServiceDesk) database. The database is required for
the ServiceDesk installation.
See “Components of ServiceDesk” on page 17.
ServiceDesk Portal
ServiceDesk Portal
Core
Lets you install the ServiceDesk portal, which is the interface for using ServiceDesk. The
portal and the portal core are required for the ServiceDesk installation.
See “About the ServiceDesk portal” on page 141.
Installing ServiceDesk
Install Location page
Table 5-2
Options on the Server Roles page (continued)
Option
Description
Show Advanced
Settings During
Installation
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:
■
■
■
■
■
■
■
■
Use Settings File
Install Location
See “Install Location page” on page 67.
Workflow Designer Tasks
See “Workflow Designer Tasks page” on page 69.
Database Replication
See “Database Replication page” on page 72.
Advanced Cube Reporting
See “Advanced Cube Reporting page” on page 73.
System Accounts Access
See “System Accounts Access page” on page 74.
Process Manager Configuration
See “Process Manager Configuration page” on page 75.
Workflow Persistence
See “Workflow Persistence page” on page 78.
Symbus ORM
See “Symbus ORM page” on page 79.
Opens the Open dialog box, in which you can select a saved settings file to use predefined
installation settings.
Typically, you use this settings file for support purposes or when you need to reinstall
ServiceDesk. If you select this option, the saved settings appear on the ServiceDesk Setup
wizard pages as you step through the installation.
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.
Install Location page
This page lets you specify the ServiceDesk installation folder and the Start menu
folder for the ServiceDesk shortcuts. This page appears during the ServiceDesk
installation but only if you clicked the Show Advanced Settings During
Installation option on the Server Roles page.
See “Installing the ServiceDesk application software on the ServiceDesk server
computer” on page 59.
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Installing ServiceDesk
Server Configuration page
Table 5-3
Options on the Install Location page
Option
Description
Install Location
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:
Start Menu Folder
■
drive:\program files
folder\Altiris\ServiceDesk7
■
drive:\program files folder\Altiris\Workflow
Designer
Determines whether shortcuts for ServiceDesk are installed on
the Start menu on the ServiceDesk server computer.
The options are as follows:
You can select or type the folder name in the Start menu in
which 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 Quick
Launch toolbar are configured on the Process Manager
Configuration page.
See “Process Manager Configuration page” on page 75.
Server Configuration page
This page lets you configure information for connecting to the ServiceDesk server
computer. This page appears during the ServiceDesk installation.
See “Installing the ServiceDesk application software on the ServiceDesk server
computer” on page 59.
Installing ServiceDesk
Workflow Designer Tasks page
Table 5-4
Options on the Server Configuration page
Option
Description
Web Site
Lets you specify the Web site from which users can access the
ServiceDesk portal. You must use the Web site name as it is listed
in IIS.
The drop-down list contains the Web sites that are available in
IIS.
Warning: Do not add a backslash at the end of the Web site name.
The installation process adds the backslash automatically so if
you add one too, the address contains two backslashes, and
becomes invalid.
Base URL
Lets you specify the IP address or the domain name of the
ServiceDesk server computer.
If you type this information, be sure that it is resolvable.
The base URL lets the server calculate the links that are used
throughout ServiceDesk.
Run when installation Runs the Task Tray Application when the installation finishes.
completes
This application runs in the task tray and provides access to the
shortcuts that let you administer and troubleshoot the Workflow
Designer and ServiceDesk installations.
Workflow Designer Tasks page
Lets you configure Workflow Designer settings when you install Workflow
Designer.
This page appears during the ServiceDesk installation but only if you clicked the
Workflow Designer option and the Show Advanced Settings During Installation
option on the Server Roles page.
See “Installing the ServiceDesk application software on the ServiceDesk server
computer” on page 59.
Table 5-5
Options on the Workflow Designer Tasks page
Option
Description
Desktop
Places the shortcut to the Workflow Designer program on the
Desktop of the computer on which you install Workflow Designer.
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Installing ServiceDesk
Notification Server Credentials page
Table 5-5
Options on the Workflow Designer Tasks page (continued)
Option
Description
Quick Launch
Places the shortcut to the Workflow Designer program on the
Quick Launch toolbar of the computer on which you install
Workflow Designer.
Run when installation Starts Workflow Designer.
completes
Use Old Tool
Preferences
Lets you use the Tool Preferences and retain the workflow
projects from an earlier version of Workflow Designer when you
upgrade to Workflow Designer 7.0.
Notification Server Credentials page
This page lets you identify the Notification Server computer that ServiceDesk
accesses. This page appears during the ServiceDesk installation.
See “Installing the ServiceDesk application software on the ServiceDesk server
computer” on page 59.
Notification Server is part of the Symantec Management Platform. The Notification
Server computer is the server on which the Symantec Management Platform is
installed.
Table 5-6
Options on the Notification Server Credentials page
Option
Description
Name of the
Notification Server
computer
Lets you specify the name of the Notification Server computer.
Domain
Lets you specify the domain to which the Notification Server
computer belongs.
If your organization uses multiple Notification Server computers,
be sure to specify the main Notification Server computer that
contains all your asset and CMDB configurations.
You can leave this box blank.
User name
Password
Use HTTPS
Lets you enter the credentials that the ServiceDesk server
computer can use to interact with the Notification Server
computer. The credentials must be for a user who has
administrative rights.
Lets you use the HTTPS protocol to connect to the Notification
Server computer.
Installing ServiceDesk
Database Connection page
Database Connection page
This page lets you configure the settings for creating the Process Manager
database. This page appears during the ServiceDesk installation.
See “Installing the ServiceDesk application software on the ServiceDesk server
computer” on page 59.
The Process Manager database stores the Process Manager details such as groups,
users, and permissions.
Table 5-7
Options on the Database Connection page
Option
Description
Data Source
Lets you type the IP address or the domain name of the computer on which to install the
Process Manager database.
This database must reside on the SQL Server computer.
Data Base
Lets you name the Process Manager database. The default name is Ensemble.
Connect using
Lets you specify the authentication method for ServiceDesk to connect to the Process
Manager database.
The options are as follows:
Windows Integrated Security
Lets 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 a
limitation in Analysis Services, Windows authentication is required for the database
reporting to work in an off-box SQL configuration.
■ MS SQL Server Security
Lets you use a SQL account. Because the SQL account exists only on the database, this
method 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 be
configured to support SQL authentication.
■
Test
Lets you validate the connection information that you specified.
If the test fails, check the authentication settings first. They are the most common cause
of connection failures.
Database Configuration page
This page lets you create a new Process Manager database or update an existing
one. This page appears during the ServiceDesk installation but only if you clicked
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Installing ServiceDesk
Database Replication page
the Show Advanced Settings During Installation option on the Server Roles
page.
See “Installing the ServiceDesk application software on the ServiceDesk server
computer” on page 59.
You might update an existing database if you have installed Workflow Solution,
which also uses the Process Manager database. Because ServiceDesk expands the
Process Manager database, you need to update the existing database.
The Process Manager database stores the Process Manager details such as groups,
users, and permissions.
Table 5-8
Options on the Database Configuration page
Option
Description
Server
(Read-only) This information is obtained from your entries on
the Database Connection page. It represents the computer on
which to install the Process Manager database.
Name
See “Database Connection page” on page 71.
Install New Database
Update Existing
Database
Lets you install a new database during an installation or update
an existing database. If the installation detects an existing
database, then the update option is selected by default.
You might have an existing database from a previous version of
ServiceDesk or from another product that installed the Process
Manager database.
Database Replication page
This page lets you configure and create a database that replicates certain data
from the Process Manager database. You can replicate the data for archiving
purposes or for historical data reporting.
See “About replicating the Process Manager database” on page 132.
This page appears during the ServiceDesk installation but only if you clicked the
Show Advanced Settings During Installation option on the Server Roles page.
See “Installing the ServiceDesk application software on the ServiceDesk server
computer” on page 59.
Installing ServiceDesk
Advanced Cube Reporting page
Table 5-9
Options on the Database Replication page
Option
Description
Install Replication
Database
Creates a replication database and enables the configuration options on this page.
Data Source
Lets you type the IP address or the domain name of the computer on which to install the
replication database.
Typically, the replication database resides on the same SQL Server computer as the Process
Manager database.
Data Base
Lets you name the replication database. The default name is EnsembleReplication.
Connect using
Lets you specify the authentication method for ServiceDesk to connect to the replication
database.
The options are as follows:
Windows Integrated Security
Lets 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 a
limitation in Analysis Services, Windows authentication is required for the database
reporting to work in an off-box SQL configuration.
■ MS SQL Server Security
Lets you use a SQL account. Because the SQL account exists only on the database, this
method 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 be
configured to support SQL authentication.
■
Advanced Cube Reporting page
This page lets you set up a separate analytical database that ServiceDesk uses for
its report data. This page appears during the ServiceDesk installation but only if
you clicked the Show Advanced Settings During Installation option on the Server
Roles page.
See “Installing the ServiceDesk application software on the ServiceDesk server
computer” on page 59.
The analysis database must reside on the SQL server.
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Installing ServiceDesk
System Accounts Access page
Table 5-10
Options on the Advanced Cube Reporting page
Option
Description
Install Advanced Cube Sets up the analytical database.
Reporting
Before you go further, we recommend that you click the
Instructions link and read the information about analysis
services.
Data Source
Lets you specify the address or the computer name of the SQL
server computer.
Database
Lets you type the name for the Analysis database or leave the
default, which is EnsembleAnalysis.
Override database if
already exists
Lets you overwrite an existing Analysis database during a
reinstall or an upgrade.
System Accounts Access page
This page lets you specify which accounts on your system are granted access to
the Process Manager database. These accounts are used to run queries on the
database. This page appears during the ServiceDesk installation but only if you
clicked the Show Advanced Settings During Installation option on the Server
Roles page.
See “Installing the ServiceDesk application software on the ServiceDesk server
computer” on page 59.
Table 5-11
Options on the System Accounts Access page
Option
Description
Specify which accounts on
your system should be
granted access to database
Lets you check or uncheck any of the accounts that are listed
in the box. The accounts that are listed by default are those
that are found on any Windows installation, and might
include the ASPNET account.
Warning: A technical limitation of the ASPNET account
causes the installation of ServiceDesk in a dual-server
environment to fail. If you install ServiceDesk in a
dual-server environment, be sure to uncheck the ASPNET
check box.
Installing ServiceDesk
Process Manager Configuration page
Table 5-11
Options on the System Accounts Access page (continued)
Option
Description
Specify additional account
if needed and press "Add"
Lets you add the accounts that are specific to your
environment, either in addition to or instead of the default
accounts.
You can type an account and click Add to add it to the list.
Process Manager Configuration page
This page lets you specify the name of the Process Manager virtual directory. This
page appears during the ServiceDesk installation but only if you clicked the Show
Advanced Settings During Installation option on the Server Roles page.
See “Installing the ServiceDesk application software on the ServiceDesk server
computer” on page 59.
Table 5-12
Options on the Process Manager Configuration page
Option
Description
Virtual Directory
Lets you specify the name of the Process Manager virtual
directory. The default name is ProcessManager. Most users
choose to use the default name.
This directory name forms the last part of the URL through which
ServiceDesk is accessed.
Shortcuts
Installs the ServiceDesk shortcuts in any of the following places:
■
Desktop
■
Quick Launch
UserWelcomeMessage Sends an email message to new users when they are added to the
ServiceDesk portal.
If you check this option, it can result in a significant number of
emails when ServiceDesk is initially installed.
Process Manager Authentication page
This page lets you define the method for adding and authenticating the users who
log on to the ServiceDesk portal. This page appears during the ServiceDesk
installation.
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Installing ServiceDesk
Process Manager Authentication page
See “Installing the ServiceDesk application software on the ServiceDesk server
computer” on page 59.
When the Active Directory authentication option is selected, ServiceDesk uses
a mixed mode authentication. Active Directory users are authenticated against
Active Directory. Any users who are not found in Active Directory are
authenticated against the Process Manager database (native authentication).
When you use Active Directory authentication, you still can create user accounts
in the ServiceDesk portal. For example, you might create an account for a
short-term contractor who is not added to Active Directory.
If the Native authentication option is selected, Active Directory imports do not
occur and you must create user accounts in the ServiceDesk portal. Those users
are authenticated against the Process Manager database.
After the installation, you can enable and disable Active Directory authentication
and change the Active Directory settings on the Admin page in the ServiceDesk
portal.
Table 5-13
Options on the Process Manager Authentication page
Option
Description
User ID
Lets you specify the credentials for the ServiceDesk administrator account. The
administrator account is used to set up and manage groups, users, permissions, and other
settings in the ServiceDesk portal.
Password
Retype Password
Native authentication
The account that you specify is created during the installation so that it is available for
the administrator who first logs on to ServiceDesk. If you prefer not to create the
administrator account now, you can accept the default credentials.
Uses the credentials and user accounts that are created within the Process Manager
database.
Although this option does not import Active Directory users, you can perform an import
through the ServiceDesk portal later.
Active Directory
authentication
Imports the Active Directory users to ServiceDesk during the installation, and checks their
credentials against an Active Directory server.
See “About using Active Directory with ServiceDesk” on page 137.
If you click this option, additional settings appear for you to provide authentication details.
When you use Active Directory authentication, the ServiceDesk Groups page appears
during the configuration segment of the ServiceDesk Setup wizard. The ServiceDesk
Groups page lets you map the group names in Active Directory to the group names in
ServiceDesk.
See “ServiceDesk Groups page” on page 95.
Installing ServiceDesk
Active Directory Server dialog box
Table 5-13
Options on the Process Manager Authentication page (continued)
Option
Description
Active Directory
Servers
Lets you specify one or more Active Directory servers from which to import users and
authenticate user credentials. You can click Add to specify a server.
See “Active Directory Server dialog box” on page 77.
Active Directory Server dialog box
This dialog box lets you configure the settings for connecting to your Active
Directory (AD) server. ServiceDesk can use Active Directory to import and
authenticate the users who log on to ServiceDesk. This page appears during the
ServiceDesk installation when you click the Active Directory Authentication
option on the Process Manager Authentication page.
See “Process Manager Authentication page” on page 75.
After the installation, you can edit the Active Directory settings in the following
places in the ServiceDesk portal:
■
Process Manager Active Directory Settings section in the ServiceDesk master
settings
Lets you enable and disable the Active Directory authentication and configure
the synchronization with the Process Manager database.
■
AD Servers page
Lets you connect to a new Active Directory server or edit the settings for an
existing one.
Table 5-14
Options in the Active Directory Server dialog box
Option
Description
AD Server Domain
Lets you type the Netbios domain name of your Active Directory. Do not use the fully
qualified domain name.
Correct format: MyDom
Incorrect format: MyDomain.com
Email Domain Name
Lets you provide an email address to the users that you obtain from Active Directory. Use
the 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.
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Installing ServiceDesk
Workflow Persistence page
Table 5-14
Options in the Active Directory Server dialog box (continued)
Option
Description
Auto Create Users on
Initial Login
Lets you have a Process Manager user account created automatically upon a new user’s
logon.
A new user who logs on to ServiceDesk is authenticated against the Process Manager
database. If the user does not have an account there, and this check box is checked, the
user is authenticated against Active Directory. If the user has an Active Directory account,
a mirror account is created in the Process Manager database.
Default User Groups
Lets you select the group that users are added to when their accounts are created
automatically.
The All Users group is the most typical selection.
This option is available when the following check box is checked: Auto Create User on
Initial Login.
Dynamically Select
TimeZone
AD Server TimeZone
Lets you set the default time zone for ServiceDesk users in one of the following ways:
Dynamically assign the time zone when a ServiceDesk user is added or synchronized
with Active Directory. The time zone is based on the Active Directory time zone.
■ Select a specific time zone to assign to new users.
■
After the installation, you can change the default time zone and the time zone for an
individual user.
User Name
Password
Lets you specify the credentials of the account that can connect to the Active Directory
and retrieve user and group information. You can specify any user in your domain whose
privileges are high enough to retrieve users and groups from Active Directory.
In User Name, type only the user’s name and do not include the domain name. The domain
name that you specified in this dialog box is appended automatically.
Correct format: name
Incorrect format: [email protected] or domain\name
Workflow Persistence page
This page lets you specify where to store the data that is associated with the
workflow details such as task assignments and deadlines. This page appears during
the ServiceDesk installation but only if you clicked the Show Advanced Settings
During Installation option on the Server Roles page.
See “Installing the ServiceDesk application software on the ServiceDesk server
computer” on page 59.
Installing ServiceDesk
Symbus ORM page
Table 5-15
Option
Options on the Workflow Persistence page
Description
Workflow Persistence Lets you specify where to store the workflow details.
The options are as follows:
Based on Exchange
The data is stored on the ServiceDesk server’s hard drive. This method is less secure
than the SQL Server-based storage.
■ Based on SQL Server Database
The data is stored on a SQL server. We recommend that you select this option.
When you click this option, additional SQL options become available.
■
Database Connection
Lets you select the SQL server on which to store the workflow details. These settings appear
if you choose to use SQL Server-based storage.
The options are as follows:
Use Process Manager Settings
Uses the same SQL server as the Process Manager database.
We recommend that you select this option.
■ Custom Settings
Lets you store the workflow details in a separate database and lets you specify the
connection to the SQL server on which the database resides. If you choose to use a
separate database, you must configure it outside of the ServiceDesk installation.
This option is used in rare cases only.
■
Typically, you choose the same settings on the Symbus ORM Settings page.
See “Symbus ORM page” on page 79.
Symbus ORM page
This page lets you specify how to enable communications between the Process
Manager database and the workflow details. The workflow details include data
such as task assignments and deadlines. This page appears during the ServiceDesk
installation but only if you clicked the Show Advanced Settings During
Installation option on the Server Roles page.
See “Installing the ServiceDesk application software on the ServiceDesk server
computer” on page 59.
The Symbus Object Relational Mapper (ORM) provides an exchange for the data
that is passed between the key ServiceDesk processes and the Process Manager
database. The ORM runs in the background when you use ServiceDesk.
The ORM performs the following functions:
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Installing ServiceDesk
System Check page
■
Controls how the process data is stored in the database.
■
Allows for the real-time, dynamic reflection of the data in the database as you
enter it in ServiceDesk.
Typically, you select the same settings here as on the Workflow Persistence page.
See “Workflow Persistence page” on page 78.
Table 5-16
Options on the Symbus ORM page
Option
Description
No Setup
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 process
data. For example, ServiceDesk assigns tasks based on a stored task ID. If you do not store
that ID, no one can retrieve the task details.
In rare, advanced installations, you might select this option to split the load on the server
for scalability purposes.
Use Process Manager
Settings
Stores the process data. Also uses the Process Manager settings to connect the Object
Relational Mapper using the same SQL server as the Process Manager database. The Process
Manager settings are the ones that you specified on the Workflow Persistence page, in
SQL Server Settings.
We recommend that you use these settings.
See “Workflow Persistence page” on page 78.
Custom Settings
Lets you store the process data in a separate database and lets you specify the connection
to the SQL server on which the database resides. If you choose to use a separate database,
you must configure it outside of the ServiceDesk installation.
This option is used in rare cases only.
Test Connection
Lets you validate the connection information that you specified.
This option is available only when you choose to use custom settings.
System Check page
This page displays the results of the system checks that the ServiceDesk
installation performs to ensure that you meet all the installation requirements.
This page appears during the ServiceDesk installation.
See “Installing the ServiceDesk application software on the ServiceDesk server
computer” on page 59.
Installing ServiceDesk
System Check page
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 and
you can also save those descriptions to a log file.
Table 5-17
Options on the System Check page
Option
Description
Lets you view the description of the warnings and errors by
clicking this icon.
Re-runs the system check.
Save My Settings To
File
Lets you save an XML file that contains all the settings that you
used for the installation.
When you check this option, you can specify the file location and
name. The default format is XML.
Typically, you use this settings file for support purposes or when
you need to reinstall ServiceDesk. You specify the file on the
Server Roles page and the saved settings appear on the wizard
pages as you step through the installation.
After you specify the file name, the file’s full path appears in
place of this check box.
Save Warnings and
Errors To File
Lets you save a log that contains the descriptions of any warnings
and failures.
When you check this option, you can specify the file location and
name. The default file name is SystemCheck.log and it is saved
in XML format.
After you specify the file name, the file’s full path appears in
place of this check box.
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Installing ServiceDesk
System Check page
Chapter
6
Configuring the initial
ServiceDesk settings
This chapter includes the following topics:
■
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
84
Configuring the initial ServiceDesk settings
Configuring the ServiceDesk application software during installation
Configuring the ServiceDesk application software
during installation
The configuration segment of the ServiceDesk Setup wizard lets you configure
the ServiceDesk application software. This configuration consists of selecting the
parts of ServiceDesk to install, configuring communication settings, mapping
Active Directory groups, and installing sample data.
This task continues the installation of the ServiceDesk application software. The
configuration begins when the installation segment of the wizard finishes.
See “Installing the ServiceDesk application software on the ServiceDesk server
computer” on page 59.
This configuration is different from the configuration of the ServiceDesk portal.
See “About configuring the ServiceDesk application software” on page 118.
Configuring the initial ServiceDesk settings
Configuring the ServiceDesk application software during installation
To configure ServiceDesk during installation
1
On the Welcome page, select the following options as needed:
AddNewAdminUser Lets you create a ServiceDesk administrator account. When
you click this link, define the administrator on the Add New
Admin User dialog box, and then click Save User to return to
the installation.
If you do not create the administrator account now, you must
use the default administrator account to log on to ServiceDesk
for the first time.
Load Configuration
(Optional) Imports the configuration settings from an XML
file that was created during a previous configuration.
If you select this option, the saved settings appear on the
wizard pages as you step through the configuration.
Clear Configuration
Lets you clear any configuration entries that you have entered.
For example, you choose a full installation and progress
through several configuration pages before you decide to
perform a custom installation instead. You can back up to the
Welcome page and click Clear Configuration to clear the
existing configurations and start over.
Custom Installation
Lets you select the parts of ServiceDesk to install.
Full Installation
Installs all the ServiceDesk parts. If you click this option, skip
to step 3.
We recommend that you perform a full installation.
See “Welcome page” on page 87.
2
(Custom installation only) On the Installation Components page, select all
the options, and then click Continue.
All the parts are required for a successful installation.
See “Installation Components page” on page 88.
3
Step though the wizard pages and on each one, enter the appropriate
information, and then click Continue, as follows:
■
ServiceDesk Settings page
Configure the settings for connecting to and communicating with
ServiceDesk.
See “ServiceDesk Settings page” on page 90.
■
Mail Settings page
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Configuring the initial ServiceDesk settings
Configuring the ServiceDesk application software during installation
Configure the settings for email communications to and from ServiceDesk.
See “Mail Settings page” on page 91.
■
ITIL Process Configuration page
Select the options to configure certain features of the core ITIL processes.
See “ITIL Process Configuration page” on page 93.
■
Incident Management Configuration page
Select the options to configure the settings for the Incident Management
process.
These settings determine the automatic escalation of incidents and the
sending of email notifications upon the occurrence of certain
incident-related events. They also determine whether you migrate data
from Helpdesk Solution.
See “Incident Management Configuration page” on page 94.
■
ServiceDesk Groups page
This page appears only if you chose the Active Directory authentication
method in the ServiceDesk Setup wizard.
You can map the default groups in ServiceDesk to the existing groups in
your Active Directory as follows:
■
Check From AD next to the group to map.
■
In the Group Name to Use column, type or select the group from your
Active 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 95.
■
Sample Data Configuration page
(Optional) To install sample data, select the following options:
Install Sample Data
Check this check box to install sample data that consists
of predefined users, organizational units, categories, and
process tickets. You can use these users for testing,
training, or evaluation purposes.
Domain Name
Type your organization’s domain name. Do not include
the @ character.
See “Sample Data Configuration page” on page 96.
Configuring the initial ServiceDesk settings
Welcome page
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 to
view more information about that item’s settings.
If all the settings are correct, click Install.
See “Installation Preview page” on page 97.
5
During the installation, if the ServiceDesk Error page appears, you can view
any errors that occur. Select any of the following options:
Try Next Step
Skip the step that failed and try to perform the next step in this
phase of the installation.
The installation is performed in phases, with each phase having
multiple steps.
Skip Step
Skip this phase of the installation and go to the next phase.
Retry
Try to repeat the failed step.
Typically, the steps that fail are those that require a connection
between ServiceDesk and the Symantec Management Platform.
For example, if a connection timeout occurs, you can repeat the
step and reconnect.
6
When the installation finishes, on the Installation Summary page, you can
open the ServiceDesk portal, migrate data from Helpdesk Solution 6.5, or
close the page.
See “Installation Summary page” on page 97.
Welcome page
This page lets you start the ServiceDesk configuration and specify the type of
configuration that you plan to perform. It appears after the installation segment
of the ServiceDesk Setup wizard finishes.
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Configuring the initial ServiceDesk settings
Installation Components page
Table 6-1
Options on the Welcome page
Option
Description
Add New Admin User
Lets you create a ServiceDesk administrator account.
If you do not create the administrator account now, you must
use the default administrator account to log on to ServiceDesk
for the first time.
You can add other ServiceDesk accounts here too.
Load Configuration
Opens the Load Configuration dialog box, in which you can select
a saved configuration file to use predefined settings.
If you select this option, the saved settings appear on the wizard
pages as you step through the configuration.
During the configuration, on the Installation Preview page, you
can save an XML file that contains the settings that you used for
the configuration. Typically, you use this settings file for support
purposes or when you need to reconfigure ServiceDesk. You can
only use the settings file on the same computer on which the file
was created.
Clear Configuration
Lets you clear any configuration entries that you have entered.
For example, you choose a full installation and progress through
several configuration pages before you decide to perform a
custom installation instead. You can back up to the Welcome
page and click Clear Configuration to clear the existing
configurations and start over.
Custom Installation
Lets you select the ServiceDesk parts to install.
Full Installation
Installs all the ServiceDesk parts.
We recommend that you perform a full installation.
Installation Components page
This page lets you select the parts of ServiceDesk to install. It appears during the
configuration segment of the ServiceDesk Setup wizard, but only if you selected
Custom Installation on the configuration’s Welcome page.
All the parts are required for a successful installation.
See “Configuring the ServiceDesk application software during installation”
on page 84.
Configuring the initial ServiceDesk settings
Installation Components page
Table 6-2
Options on the Installation Components page
Option
Description
Setup Database
Configures the Process Manager database.
Group Permissions
Sets the default permissions on the predefined user groups.
ServiceDesk permissions are almost always granted at the group level rather than at the
user level.
User Groups
Installs the predefined user groups, which help organize the ServiceDesk users and let
you grant the same permissions to all the users in a group.
Groups are collections of ServiceDesk users.
Schedules
Installs the default schedules, which help organize the overall ServiceDesk schedule.
In ServiceDesk, a schedule represents a certain type of schedule entry. For example, the
ScheduledChanges schedule contains entries for the changes that have been approved
and assigned a release date.
Application Settings
Configures the many default settings that control the behavior of all aspects of working
in the ServiceDesk portal.
Hierarchy Categories
Installs the predefined incident categories.
ServiceDesk uses categories to classify incidents. You can use additional levels of
classification items to further identify the incidents. The main categories and the additional
classification items are referred to as the data hierarchy.
Process Profiles
Installs the predefined profiles.
Profiles let you categorize data by adding customizable fields, which you can use for further
sorting of data.
Process Actions
Installs the predefined actions, which let users take actions or launch other processes that
can help them with their tasks or processes.
Actions appear as links that are shown on the right side of Process View pages.
Process Timelines
Adds the Process Timelines Web part to the Process View pages. This Web part displays
a graphic representation of the timeline for the process.
Reports Permissions
Sets the default permissions on the predefined ServiceDesk reports.
Portal Pages
Installs the default ServiceDesk portal pages, which let users perform all of the ServiceDesk
functions.
In the ServiceDesk portal, a page is the entire area that appears beneath the menu bar
when you click a tab or a menu command. Most of the work in ServiceDesk is performed
in a portal page or in a form that is accessed from a portal page.
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Configuring the initial ServiceDesk settings
ServiceDesk Settings page
Table 6-2
Options on the Installation Components page (continued)
Option
Description
Service Catalog
Installs the predefined service items, which can be used to initiate all the ServiceDesk
processes.
The Service Catalog is a Web part that appears on several ServiceDesk portal pages and
that lets users select service items. A service item automates the routine actions that are
performed in ServiceDesk. For example, the default service items are used to submit an
incident, submit a knowledge base request, and create a problem ticket.
Database Reporting
Sets up the permissions and views for the advanced reports. This option appears only if
you selected the option to install the advanced cube reports.
See “Advanced Cube Reporting page” on page 73.
ServiceDesk Settings page
This page lets you configure the settings for connecting to and communicating
with ServiceDesk. It appears during the configuration segment of the ServiceDesk
Setup wizard.
See “Configuring the ServiceDesk application software during installation”
on page 84.
Table 6-3
Options on the ServiceDesk Settings page
Option
Description
Fully Qualified Domain Lets you type the domain name to use for connecting to
Name of Service Desk ServiceDesk. For example:
Server
https://domain_name.com
Error Contact Name
Error Contact Info
Lets you provide the name and the email address, telephone
number, or other information for the individual or group who
provides your ServiceDesk support. A typical contact is the
network administrator. However, you can specify any other
individual or group.
This information is for display purposes only. It appears in any
error messages that appear in ServiceDesk.
Configuring the initial ServiceDesk settings
Mail Settings page
Table 6-3
Options on the ServiceDesk Settings page (continued)
Option
Description
Track Process Time &
Action Time
Causes ServiceDesk to track the entire time that a ticket is open,
whether or not anyone actively works on it. If you uncheck this
check box, ServiceDesk tracks only the amount of time that
someone 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 time
in the ServiceDesk User’s Guide.
ServiceDesk Exchange Specifies the exchange name and virtual directory for the
Name
ServiceDesk server computer. The ServiceDesk Exchange is the
gateway for communications between different pieces of the
Process Manager
product. For example, the exchange permits the communications
Virtual Directory
when you run or monitor a process.
You can click Advanced to change these settings. However, we
recommend that you accept the default settings.
Mail Settings page
This page lets you configure the settings for email communications to and from
ServiceDesk. It appears during the configuration segment of the ServiceDesk
Setup wizard.
See “Configuring the ServiceDesk application software during installation”
on page 84.
This page contains the following sections:
Outbound Mail
Settings
Contains the settings for the email that is sent from ServiceDesk.
For example, the outbound settings are used to send email
notifications of incident resolutions to users.
See “About automatic email notifications” on page 148.
See Table 6-4.
(Optional) Inbound
Mail Settings
Contains the settings for monitoring the email that is sent to
ServiceDesk.
See “About configuring the email monitoring” on page 150.
If you do not plan to let users submit incidents by email, you can
skip these settings.
See Table 6-5.
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Configuring the initial ServiceDesk settings
Mail Settings page
Table 6-4
Options under the Outbound Mail Settings section
Option
Description
SMTP Server for
Outbound Mail
Lets you type the name of the email server that ServiceDesk uses to send and receive
emails. For example:
mail.domain_name.com
Reply-to Address
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 User
Name under the Inbound Mail Settings section. That way, the responses are sent to the
Inbox that ServiceDesk monitors.
Examples are as follows:
■
[email protected]_name.com
■
[email protected]_name.com
If you plan to respond to emails that are sent from ServiceDesk, we recommend that
you use a more specific address like this one.
Table 6-5
Option
Options under the Inbound Mail Settings section
Description
Monitor External Mail (Optional) Lets you configure settings for the Inbox monitoring tool, which monitors a
Box
specific 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.
Server Address
Lets you type the name of the email server that the ServiceDesk Inbox monitoring tool
monitors for incidents. Use the following format:
mail.domain_name.com
Port
Lets you specify the port to use for the protocol that you select in Mail Protocol.
Mail Protocol
Lets you select the protocol for the email transmissions to ServiceDesk.
The options are as follows:
■
IMAP
■
POP
We recommend that you use the POP protocol. Using IMAP might cause problems with
some email server programs, including Microsoft Exchange.
Use SSL
Lets you use the Secure Socket Layer (SSL) protocol to secure the email transmissions to
ServiceDesk.
Configuring the initial ServiceDesk settings
ITIL Process Configuration page
Table 6-5
Options under the Inbound Mail Settings section (continued)
Option
Description
User Name
Lets you type the address and password for the mailbox that the ServiceDesk Inbox
monitoring tool monitors for the incidents that users submit by email.
Password
Depending on your email server, use one of the following formats:
■
[email protected]_name.com
■
Support
Also use this address in Reply-to Address under the Outbound Mail Settings section.
ITIL Process Configuration page
This page lets you configure certain features of the core ITIL processes. This page
appears during the configuration segment of the ServiceDesk Setup wizard.
See “Configuring the ServiceDesk application software during installation”
on page 84.
Table 6-6
Options on the ITIL Process Configuration page
Option
Description
Use CMDB 7
Lets you choose whether to use the Symantec Configuration Management Database (CMDB)
for asset management.
See “About the Configuration Management Database (CMDB)” on page 27.
For more information about modifying a dataservice, see the Workflow Solution User’s
Manual.
Use Round Robin task
loader?
Uses a first-in, first-out queue for the tasks that are assigned to a group. When a worker
in a group completes a task, the next available task in the group’s queue is assigned to
that worker. These round robin assignments prevent workers from selecting the easiest
or most desirable tasks.
A task’s position in the queue is based on its priority and its age. The tasks with the higher
priorities take precedence regardless of their ages.
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Incident Management Configuration page
Table 6-6
Option
Options on the ITIL Process Configuration page (continued)
Description
Which of these Core
Lets you configure the interaction between the processes that are listed here and the other
ITIL processes will you processes in ServiceDesk. You can uncheck either of these options if you choose to run
be using?
ServiceDesk without full ITIL compliance.
The options are as follows:
Problem Management
Minimizes the effects of incidents and problems by letting you track and diagnose
problems and publish known errors to help with future resolutions.
■ Change Management
Standardizes the methods and procedures for handling changes in the organization
to minimize the effect of those changes on service.
■
Days
Lets you define the waiting period for the post-implementation review task, which is the
final step in the Change Management process.
The waiting period is the amount of time between a change’s implementation and the
change managers’ completion of the review. ITIL standards recommend a 30-day waiting
period.
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 ServiceDesk
User’s Guide.
In the technician
A support technician who works an incident can specify a primary contact for the incident
incident feeder
if one does not already exist. You can require the technician to specify the primary contact
process, would you like before any other actions are possible.
to force the setting of a
primary contact before
starting the incident’s
diagnosis?
Incident Management Configuration page
This page lets you configure the settings that affect the behavior of the Incident
Management process and the migration of data from Helpdesk Solution 6.5. It
appears during the configuration segment of the ServiceDesk Setup wizard.
See “Configuring the ServiceDesk application software during installation”
on page 84.
Configuring the initial ServiceDesk settings
ServiceDesk Groups page
Table 6-7
Options on the Incident Management Configuration page
Option
Description
Allow for Incidents to be
Auto Escalated
Lets ServiceDesk escalate incidents automatically. When
an incident remains in the queue for too long, ServiceDesk
increases the incident’s priority and escalates it to the
appropriate group.
You can also set this option in the Application Properties
settings that are available from the Admin page in the
ServiceDesk portal.
Send Notification Email on
Incident Creation
Enables the sending of notification emails when an incident
is created.
For more information, see the topics about email
notifications for incident events in the ServiceDesk User’s
Guide.
Send Notification Email on
Incident Resolution
Enables the sending of notification emails when an incident
is resolved.
Use HelpDesk 6.5 Migration Lets you perform a data migration immediately after the
configuration. You can migrate data from Helpdesk Solution
to ServiceDesk.
See “About migrating data from Helpdesk Solution”
on page 109.
Please provide the IP
Address or Machine Name
If you choose to perform a data migration, this box lets you
specify the server that contains the data from Helpdesk
Solution.
ServiceDesk Groups page
This page lets you map the default groups in ServiceDesk to the existing groups
in your Active Directory. It appears during the configuration segment of the
ServiceDesk Setup wizard, but only if you chose to use Active Directory
authentication during the installation segment.
See “Configuring the ServiceDesk application software during installation”
on page 84.
ServiceDesk uses groups to assign permissions to various elements of the
ServiceDesk portal. When you import groups from Active Directory, you can map
them to the default ServiceDesk groups. You can use the default names for these
groups, or you can map the groups to existing names from your Active Directory.
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Configuring the initial ServiceDesk settings
Sample Data Configuration page
By mapping the group names, you can benefit from the predefined permissions
in the default ServiceDesk groups while using your organization’s preferred group
names.
See “About using Active Directory with ServiceDesk” on page 137.
Table 6-8
Options on the ServiceDesk Groups page
Option
Description
From AD
Enables the Group Name to Use option for the selected group.
Group Name to Use
Lets you type or select the group from your Active Directory that
corresponds to the ServiceDesk group.
This option is either a drop-down list that contains the groups
in your Active Directory or a box in which you type a group name.
Switch to Drop Down
Form
Lets you toggle between a drop-down list or a text box for the
group name entry.
SwitchtoTextboxForm
Sample Data Configuration page
This page lets you install sample data to the ServiceDesk portal. It appears during
the 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 evaluation
purposes. It is not intended for production use.
See “Configuring the ServiceDesk application software during installation”
on page 84.
Table 6-9
Options on the Sample Data Configuration page
Option
Description
Install Sample Data
Installs the sample data that is listed on the page.
Domain Name
Lets you type a domain name to append to the sample user names
to form logon names.
You can use any domain name, including your organization’s
domain. You might want to use an alternate name so that you
can easily find and delete the sample users later.
Configuring the initial ServiceDesk settings
Installation Preview page
Installation Preview page
This page lets you review the ServiceDesk settings that you configured before you
commit to installing them. It appears during the configuration segment of the
ServiceDesk Setup wizard.
See “Configuring the ServiceDesk application software during installation”
on page 84.
Table 6-10
Options on the Installation Preview page
Option
Description
View Details
Lets you view more information about an item’s settings.
Save Settings
Lets you save an XML file that contains all the settings that you
used for the configuration.
When you check this option, you can specify the file location and
name. The default file name is AutoConfiguration.xml.
Typically, you use this settings file for support purposes or when
you need to reconfigure ServiceDesk. You specify the file on the
Welcome page and the saved settings appear on the wizard pages
as you step through the configuration.
Install
Begins the installation of the ServiceDesk settings.
Installation Summary page
This page provides a summary of the configuration installation and lets you exit
the ServiceDesk Setup wizard. It also lets you migrate data from Helpdesk Solution
6.5.
See “Configuring the ServiceDesk application software during installation”
on page 84.
See “About migrating data from Helpdesk Solution” on page 109.
Table 6-11
Options on the Installation Summary page
Option
Description
Open ServiceDesk
Opens the logon page of the ServiceDesk portal.
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Configuring the initial ServiceDesk settings
Re-running the ServiceDesk installation
Table 6-11
Options on the Installation Summary page (continued)
Option
Description
Migrate Helpdesk
Incidents
Opens the Incident Migration Wizard, which lets you select
incidents to migrate on their statuses. The incidents that you
select become available in the ServiceDesk portal.
The incidents are not migrated or copied to the ServiceDesk
server computer. Instead, a link from ServiceDesk to Helpdesk
Solution is created for each incident. You can see and work those
incidents in the ServiceDesk portal, but they always remain on
the Helpdesk Solution server.
Migrate Helpdesk
Categories
Opens the Category Migration Wizard, which lets you migrate
the categories. You cannot select specific categories.
The categories are copied from Helpdesk Solution to ServiceDesk.
Close
Closes the Installation Summary page.
Re-running the ServiceDesk installation
In 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:
Installation segment
We recommend that you re-run the installation only when you
need to add advanced features to an existing installation. For
example, you skipped the advanced settings during the initial
installation and now you need to add cube reporting and the
replication database.
Configuration segment Re-run the configuration segment only when you add the
advanced cube reporting feature to an existing installation. In
this situation, you can run a custom installation and install only
the Database Reporting component.
Warning: We do not recommend that you re-run the full
installation version of the configuration segment of the
ServiceDesk Setup wizard. Instead, you can change most of the
configuration settings in the ServiceDesk portal.
Configuring the initial ServiceDesk settings
Re-running the ServiceDesk installation
To re-run the installation segment of the ServiceDesk Setup wizard
1
On the ServiceDesk server computer, in the location to which you downloaded
the installation file, double-click the following shortcut:
Altiris.ServiceDesk.2009.exe
2
On the License Agreement page, review the license agreement , and then
click I Agree.
3
On the Server Roles page, uncheck all the options except for Show Advanced
Settings During Installation, and then click Next.
See “Server Roles page” on page 65.
4
Step through the advanced settings pages, complete only the ones that apply
to the advanced features you need, and then click Next as follows:
■
Install Location page
(Advanced Settings only) Specify the ServiceDesk installation folder and
the Start menu folder for the ServiceDesk shortcuts.
See “Install Location page” on page 67.
■
Database Replication page
(Advanced Settings only) Specify whether to replicate the Process Manager
database.
You can replicate the data for archiving purposes or for historical data
reporting.
See “Database Replication page” on page 72.
■
Advanced Cube Reporting page
(Advanced Settings only) Take the following actions:
■
Click the Instructions link and read the information about analysis
services.
Configure the settings for creating the Analysis database.
ServiceDesk uses the Analysis database for reporting. This database
must reside on the SQL server.
See “Advanced Cube Reporting page” on page 73.
■
■
System Accounts Access page
(Advanced Settings only) Specify which accounts on your system are
granted 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 the
ASPNET account access to the Process Manager database, the installation
fails. If this installation is for a dual-server environment, be sure to
uncheck the ASPNET check box.
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Configuring the initial ServiceDesk settings
Re-running the ServiceDesk installation
See “System Accounts Access page” on page 74.
5
■
Process Manager Configuration page
(Advanced Settings only) Specify the name of the Process Manager virtual
directory and other preferences.
See “Process Manager Configuration page” on page 75.
■
Workflow Persistence page
(Advanced Settings only) Specify where to store workflow details such as
task assignments and deadlines.
See “Workflow Persistence page” on page 78.
■
Symbus ORM Settings page
(Advanced Settings only) Configure the settings that specify how to enable
communications between the Process Manager database and the workflow
details.
The workflow details include data such as task assignments and deadlines.
See “Symbus ORM page” on page 79.
■
System Check page
Review the results of the system checks that the ServiceDesk installation
performs. You can view descriptions of any warnings and failures and you
can also save those descriptions to a log file.
See “System Check page” on page 80.
On the Ready to Install page, review all the installation settings that you
entered, and then take one of the following actions:
If the settings are
correct
Click Install.
If any of the settings are Click Back to back up through the setup wizard and change
not correct
them.
Configuring the initial ServiceDesk settings
Re-running the ServiceDesk installation
6
On the Installing page, you can view the installation’s status.
To see the installation status in detail, click Details.
7
When the installation finishes, on the Installing page, take one of the
following actions:
To skip the configuration segment and
exit the installation
Click Cancel.
To re-run the configuration segment of
the wizard
Click Next.
Take this action only if you added the
advanced cube reporting feature during
the installation segment.
See To re-run the configuration segment
of the ServiceDesk Setup 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 then
uncheck all the other options, and then click Continue.
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 to
view more information about that item’s settings.
If all the settings are correct, click Install.
See “Installation Preview page” on page 97.
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Configuring the initial ServiceDesk settings
Setting up the replication database after the initial installation
4
During the installation, if the ServiceDesk Error page appears, you can view
any errors that occur. Select any of the following options:
Try Next Step
Skip the step that failed and try to perform the next step in this
phase of the installation.
The installation is performed in phases, with each phase having
multiple steps.
Skip Step
Skip this phase of the installation and go to the next phase.
Retry
Try to repeat the failed step.
Typically, the steps that fail are those that require a connection
between ServiceDesk and the Symantec Management Platform.
For example, if a connection timeout occurs, you can repeat the
step and reconnect.
5
When the installation finishes, on the Installation Summary page, you can
open the ServiceDesk portal or close the page.
See “Installation Summary page” on page 97.
Setting up the replication database after the initial
installation
You can create a database that replicates certain data from the Process Manager
database. The ServiceDesk Setup wizard creates and configures the replication
database if you complete the Database Replication page. This page is part of the
installation’s advanced settings.
If you did not set up the replication database during the initial ServiceDesk
installation, you can do so later.
This procedure does not perform the replication. The replication occurs according
to a schedule that you configure in the ServiceDesk portal.
See “About replicating the Process Manager database” on page 132.
To set up the replication database after the initial installation
1
On the ServiceDesk server computer, in the location to which you downloaded
the 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.
Configuring the initial ServiceDesk settings
Setting up the replication database after the initial installation
3
On the License Agreement page, review the license agreement , and then
click I Agree.
4
On the Server Roles page, uncheck all the options except for the following
options:
■
ServiceDesk Portal Database
■
Show Advanced Settings During Installation
See “Server Roles page” on page 65.
When you complete this page, click Next.
5
Step through the wizard pages and enter the same information as in the initial
installation, and then stop on the Database Configuration page.
6
On the Database Configuration page, click Update Existing Database, and
then click Next.
7
(Advanced Settings only) On the Database Replication page, click Install
Replication Database, enter the configuration details, and then click Next.
See “Database Replication page” on page 72.
8
Step through the remaining pages of the wizard until you reach the Ready
to Install page, and then click Next to begin the installation.
9
When the installation finishes, on the Installing page, click Cancel to skip
the configuration segment and exit the installation.
Do not re-run the configuration segment.
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Configuring the initial ServiceDesk settings
Setting up the replication database after the initial installation
Chapter
7
Installing the Screen
Capture Utility
This chapter includes the following topics:
■
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 utility
ServiceDesk provides a Screen Capture utility that lets users capture images of
their 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.
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Installing the Screen Capture Utility
About installing the Screen Capture utility
Table 7-1
Methods for installing the Screen Capture utility
Method
When to use this method Description
With a software
delivery policy or task
from the Symantec
Management Console
To deliver and install the
You can use the standard software delivery methods in the
utility on multiple managed Symantec Management Platform to deliver, install, and
computers.
manage the Screen Capture Utility on client computers.
The ServiceDesk solution software installation creates the
following items on the Symantec Management Platform:
■
A software resource for the Screen Capture utility is
created in the Software Catalog.
The software resource name is ScreenShot Utility.
The Screen Capture utility package is added to the
Software Library.
■ A Package Delivery task is created to install the Screen
Capture software resource.
The Package Delivery task is created with default settings
and no targets. You can edit the task as needed and then
schedule it for delivery to the client computers that you
select.
See “Installing the Screen Capture utility with Package
Delivery” on page 107.
■
You can also use Managed Delivery or Quick Delivery to
deliver the ScreenShot Utility software resource. These
methods offer additional options for managing the software
on the client computers.
For more information, see the topics about the methods for
delivering software in the Software Management Solution
Help.
From a prompt in the
ServiceDesk portal
■
To let users and
When a user or ServiceDesk worker selects the option to
ServiceDesk workers
capture a screen and the utility is not installed, they are
install the utility on their prompted to install it.
non-managed computers.
■ To let customers who are
outside your organization
install the utility.
Directly from the
installation file
To install the utility on any
computer.
The ServiceDesk Solution Console page contains a link that
lets you download the installation file for the Screen Capture
utility. You can download the installation file to any
computer and then run the installation.
See “Downloading the Screen Capture Utility installation
file” on page 108.
Installing the Screen Capture Utility
Installing the Screen Capture utility with Package Delivery
Installing the Screen Capture utility with Package
Delivery
ServiceDesk provides a Screen Capture utility that lets users capture images of
their computer screens.
You can install the utility on multiple managed computers from the Symantec
Management Platform. A predefined Package Delivery task is created when you
install the ServiceDesk solution software on the platform.
See “About installing the Screen Capture utility” on page 105.
This task is an optional step in the process for installing ServiceDesk.
See “Installing the ServiceDesk application software” on page 56.
To install the Screen Capture utility through Package Delivery
1
In the Symantec Management Console, on the Manage menu, click Jobs and
Tasks.
2
In the left pane, under Jobs and Tasks, expand Software > Package Delivery.
3
In the right pane, double-click ScreenShot Utility Installation.
4
On the task page, click either of the following:
■
Quick Run
Lets you run the task on a single destination as soon as possible, unless
it must wait for a maintenance window.
■
New Schedule
Lets you schedule the task to run at a specific time.
For more information, see the topics about task schedule options in the
Symantec Management Platform Help.
5
Select the computers to run the task on.
For more information, see the topics about specifying the targets of a policy
or task in the Symantec Management Platform Help.
6
(Optional) To create multiple schedules and computer lists for this task, repeat
step 4 through step 5.
7
On the task page, save the changes.
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108
Installing the Screen Capture Utility
Downloading the Screen Capture Utility installation file
Downloading the Screen Capture Utility installation
file
In the Symantec Management Console, you can access a page that lets you
download the Screen Capture Utility installation file. Download this file to any
computer on which you plan to install the Screen Capture Utility, and then run
the installation file.
You can also install the Screen Capture Utility with any software delivery method
in the Symantec Management Platform. Users can install it from the ServiceDesk
portal.
See “About installing the Screen Capture utility” on page 105.
To download the Screen Capture Utility installation file
1
In the Symantec Management Console, on the Settings menu, click Settings
> All Settings.
2
In the left pane, click Service and Asset Management > ServiceDesk >
ServiceDesk.
3
On the ServiceDesk Solution Console page, under Download ServiceDesk
Installer, click the Screen Capture Utility link.
4
In the File Download - Security Warning dialog box, specify the location to
download the file to, and then click OK.
5
When the download finishes, you can close the ServiceDesk Solution Console
page.
Chapter
8
Migrating data from Altiris®
Helpdesk Solution™
This chapter includes the following topics:
■
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 Solution
Symantec ServiceDesk 7.0 replaces the functionality of Helpdesk Solution 6.5 and
earlier. ServiceDesk does not upgrade or install over Helpdesk Solution because
ServiceDesk is installed on a different server and uses different databases.
However, you can use certain Helpdesk Solution data in ServiceDesk.
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Migrating data from Altiris® Helpdesk Solution™
Methods for migrating data from Helpdesk Solution
Table 8-1
Helpdesk Solution data that ServiceDesk can use
Data
Description
Helpdesk Solution
incidents
The incidents are not migrated or copied to the ServiceDesk
server computer. Instead, each migrated Helpdesk Solution
incident is linked to a new, corresponding incident task in
ServiceDesk. You can see and work those incidents in the
ServiceDesk portal, but their data always remains on the Helpdesk
Solution server.
Best practice is to cut off the entry of new incidents into Helpdesk
Solution after ServiceDesk is operational and the incident
migration is performed.
Helpdesk Solution
categories
The categories are copied from Helpdesk Solution to ServiceDesk.
Knowledge base
contents
The knowledge base (KB) articles are copied from Helpdesk
Solution to ServiceDesk.
Several methods are available for linking to and copying the Helpdesk Solution
data.
See “Methods for migrating data from Helpdesk Solution” on page 110.
Methods for migrating data from Helpdesk Solution
You can migrate the data from Helpdesk Solution 6.5 so that you can use it in
ServiceDesk.
See “About migrating data from Helpdesk Solution” on page 109.
Several methods are available for linking to and copying the data from Helpdesk
Solution.
Table 8-2
Methods for migrating data from Helpdesk Solution
Method
Description
From the ServiceDesk
Setup wizard
The last page of the ServiceDesk Setup wizard contains options
to migrate data from Helpdesk Solution.
See “Installation Summary page” on page 97.
Migrating data from Altiris® Helpdesk Solution™
Migrating incidents from Helpdesk Solution
Table 8-2
Methods for migrating data from Helpdesk Solution (continued)
Method
Description
From the ServiceDesk
portal
The Service Catalog contains the following options for migrating
data:
Migrate Helpdesk Incidents
See “Migrating incidents from Helpdesk Solution” on page 111.
■ Migrate Helpdesk Categories
See “Migrating categories from Helpdesk Solution”
on page 114.
■ KB Migrator
For information on migrating the knowledge base content,
see the ServiceDesk Customization Guide.
■
Migrating incidents from Helpdesk Solution
You can migrate the incidents from Helpdesk Solution 6.5 so that you can use
them in ServiceDesk. If you did not migrate incidents at the end of the ServiceDesk
installation, you can perform the migration in the ServiceDesk portal.
The Incident Migration wizard lets you select the incidents to migrate and
determine when to close the migrated incidents. The migration continues for
some time after you finish the wizard, depending on how many incidents you
migrate.
See “How Helpdesk Solution incident data corresponds to ServiceDesk incidents”
on page 113.
See “About working Helpdesk Solution incidents in ServiceDesk” on page 113.
Warning: In most cases, this migration should not be run more than once. If you
migrated incidents at the end of the ServiceDesk installation, do not migrate them
again from the ServiceDesk portal.
At the end of this procedure, you can remove the Migrate Helpdesk Incidents
link from the Service Catalog to prevent running the migration again.
Best practice is to cut off the entry of new incidents into Helpdesk Solution after
ServiceDesk 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.
111
112
Migrating data from Altiris® Helpdesk Solution™
Migrating incidents from Helpdesk Solution
3
Under New Requests, click Migrate Helpdesk Incidents.
4
In the Incident Migration wizard, on the Welcome page, enter the Notification
Server computer credentials for the Helpdesk Solution installation whose
data you want to migrate.
5
Click Next.
On the Choose Incident Types page, select the incident statuses to migrate
to 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:
Until which "close"
Select the Helpdesk Solution incident statuses that
status(es) would you like to should trigger the closure of the migrated incidents in
monitor the migrated
ServiceDesk.
incidents?
For example, you select Escalated to Vendor. When a
support technician sets a Helpdesk Solution incident
to that status, the corresponding ServiceDesk incident
is closed.
Email address
Type an email address for ServiceDesk to send an email
to when the migration is complete.
7
On the Confirmation page, click Submit.
8
On next page, select one of the following options:
Remove Link From
Service Catalog
Removes the link for incident migration from the Service
Catalog.
We recommend that you remove the link after you perform
this task once.
Leave Link In Service
Catalog
9
Leaves the link in the Service Catalog.
You should leave the link only if there is an issue with the
first migration attempt.
When the wizard finishes, click Close.
Migrating data from Altiris® Helpdesk Solution™
How Helpdesk Solution incident data corresponds to ServiceDesk incidents
How Helpdesk Solution incident data corresponds to
ServiceDesk incidents
When you migrate incidents from Helpdesk Solution to ServiceDesk, the incidents
are not moved or copied to the ServiceDesk server computer. Instead, each
migrated Helpdesk Solution incident is linked to a new, corresponding incident
task in ServiceDesk. The new ServiceDesk incidents are assigned to the Migrated
Incidents category and they obtain their header data from the original Helpdesk
Solution incidents.
See “About migrating data from Helpdesk Solution” on page 109.
See “Migrating incidents from Helpdesk Solution” on page 111.
Table 8-3
Helpdesk Solution incident data and corresponding ServiceDesk
incident data
Helpdesk Solution data
ServiceDesk data
Assigned_to_worker_name
SpecificAssignments
Workitem_comment
Description
Workitem_comment
LastComments
Workitem_create_on
DateCreated
Workitem_priority_lookup_value
Priority
Workitem_status_lookup_value
Status
Workitem_title
Title
About working Helpdesk Solution incidents in
ServiceDesk
ServiceDesk can use incident data from an installation of Helpdesk Solution 6.5.
See “About migrating data from Helpdesk Solution” on page 109.
During the migration, for each Helpdesk Solution incident, a task that has the
same priority is created in ServiceDesk. The data from the Helpdesk Solution
incidents sets the status, title, priority, and description of the new ServiceDesk
tasks. The new tasks are assigned to the Migrated Incidents category so that they
are easily distinguished from ServiceDesk incidents.
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114
Migrating data from Altiris® Helpdesk Solution™
Migrating categories from Helpdesk Solution
See “How Helpdesk Solution incident data corresponds to ServiceDesk incidents”
on page 113.
The support technician works a migrated incident by opening its task in
ServiceDesk. When the incident reaches a specific status, the copy of the incident
in ServiceDesk is closed. The statuses that trigger the closure are selected during
the incident migration process.
Warning: The Helpdesk Solution incidents remain on the Helpdesk Solution server
and 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 incidents
are closed, then it is safe to shut down Helpdesk Solution.
Migrating categories from Helpdesk Solution
You can migrate the categories from Helpdesk Solution 6.5 so that you can use
them in ServiceDesk. If you did not migrate categories at the end of the ServiceDesk
installation, you can perform the migration in the ServiceDesk portal.
Category migration can be run multiple times.
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 Migrate Categories wizard, on the Welcome page, enter the Notification
Server computer credentials for the Helpdesk Solution whose data you want
to migrate.
5
Click Next.
6
On the Choose Categories page, select the categories to migrate, and then
click Migrate.
7
When the migration finishes, click Close.
Section
3
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
116
Chapter
9
Configuring the
ServiceDesk application
This chapter includes the following topics:
■
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
118
Configuring the ServiceDesk application
About configuring the ServiceDesk application software
About configuring the ServiceDesk application
software
The installation of the ServiceDesk application software includes an initial
configuration of the ServiceDesk portal. The initial configuration lets you select
the parts of ServiceDesk to install, configure communication settings, map Active
Directory groups, and install sample data.
See “About the ServiceDesk installation” on page 35.
Because ServiceDesk contains predefined, ITIL-compliant settings, it is ready to
use as soon as you set up the ServiceDesk users. However, most organizations
prefer to perform some level of customization to incorporate their specific
procedures and processes. Your organization can decide how much customization
it needs.
Before you begin to configure the ServiceDesk application software, you must
install it and perform additional setup tasks.
See “Before you configure the ServiceDesk application software” on page 118.
See “Configuring the ServiceDesk application software” on page 119.
Before you configure the ServiceDesk application
software
Before you begin to configure the ServiceDesk application software, you must
install it and perform additional setup tasks.
See “Configuring the ServiceDesk application software” on page 119.
Table 9-1
Task
Tasks to perform before you configure the ServiceDesk application
software
Description
Install ServiceDesk and The initial configuration task continues the installation of the ServiceDesk application
perform the initial
software.
configuration.
See “About the ServiceDesk installation” on page 35.
See “Configuring the ServiceDesk application software during installation” on page 84.
(Optional) Migrate data You can also migrate the data from within the ServiceDesk portal.
from a previous version
See “About migrating data from Helpdesk Solution” on page 109.
of Helpdesk Solution, if
necessary.
Configuring the ServiceDesk application
Configuring the ServiceDesk application software
Table 9-1
Task
Tasks to perform before you configure the ServiceDesk application
software (continued)
Description
Verify or create groups, If you use Active Directory authentication for ServiceDesk, the users and groups were
permissions, and users. imported from Active Directory during the ServiceDesk installation. The installation also
had 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 by
clicking the Admin tab and then clicking Users.
If you use native authentication for ServiceDesk, you must add the users in the ServiceDesk
portal. ServiceDesk contains predefined groups and permissions, which you can use or
modify. Assign the new users to the appropriate groups.
Configuring the ServiceDesk application software
Because ServiceDesk contains predefined, ITIL-compliant settings, it is ready to
use as soon as you set up the ServiceDesk users. However, most organizations
prefer to perform some level of customization to incorporate their specific
procedures and processes.
See “About configuring the ServiceDesk application software” on page 118.
Before you begin to configure the ServiceDesk application software, verify that
it is installed and that you have performed the required setup steps.
See “Before you configure the ServiceDesk application software” on page 118.
Table 9-2 lists the configurations that are available. Perform the configuration
tasks that are necessary to incorporate your organization’s specific procedures
and processes into ServiceDesk.
Many of the configuration tasks are performed in Workflow Designer and other
tasks are performed in the ServiceDesk portal. Most of the configuration tasks
that are performed in the ServiceDesk portal require administrator permissions.
For more information about any of the Workflow Designer tasks, see the
ServiceDesk Customization Guide and the Workflow Solution User’s Guide.
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120
Configuring the ServiceDesk application
Configuring the ServiceDesk application software
Table 9-2
Configurations for the ServiceDesk application software
Action
Description
Set up incident categories
and the data hierarchy.
Categories are used to classify ServiceDesk incidents. ServiceDesk contains predefined
incident categories, which you can use immediately or edit to meet your organization’s
requirements. If you migrated incidents or categories from Helpdesk Solution, those
categories 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 124.
See “Default categories for incidents” on page 169.
Verify or edit the default
During incident entry, the submitter specifies the incident’s impact and urgency.
impact, urgency, and priority Support technicians can also specify the priority. When a user submits an incident,
values.
the priority level is assigned based on the impact and the urgency that the user
specified.
See “About the incident priority” on page 125.
ServiceDesk contains default values for the impact, urgency, and priority settings.
You can change the available impact and urgency values and the priority that is
assigned to the combination of the two values. However, most ServiceDesk
implementations either use the default values or make only minor changes. You can
make these changes by editing SD.GeneralIncidentSubmitForm in Workflow Designer.
Verify or edit the incident
close codes.
When an incident is closed, the support technician must provide a close code to
indicate to outcome of the resolution.
The default close codes are ready to use. If necessary, you can edit or add to the default
close codes by editing the SD.IncidentManagementProcess project in Workflow
Designer.
Configure the ServiceDesk
portal master settings.
The ServiceDesk portal master settings determine the behavior of the ServiceDesk
application software and portal.
The master settings are established during the installation of the ServiceDesk
application software. You can use the default settings or you can edit them as
necessary. We recommend that you review the settings to familiarize yourself with
them and then customize them for your organization.
See “About the ServiceDesk portal master settings” on page 166.
Configuring the ServiceDesk application
Configuring the ServiceDesk application software
Table 9-2
Action
Configurations for the ServiceDesk application software (continued)
Description
Customize the appearance of You can customize the appearance of the ServiceDesk portal in the following ways:
the ServiceDesk portal.
■ Customize the general appearance by adding a company logo and selecting a
theme, menu style, and other appearance-related features.
You can perform this customization in the ServiceDesk portal, in the
Customization section of the portal master settings.
■
Customize the appearance
and content of forms.
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 grant
customization permissions to other ServiceDesk users.
See “About customizing the contents of ServiceDesk portal pages” on page 143.
In the ServiceDesk portal, a form is the screen or page that users and workers interact
with during a process. ServiceDesk contains predefined forms for all its processes.
These predefined forms are complete and ready to use immediately. However, you
can customize any of the forms to meet your organization’s established process
requirements.
You can use Workflow Designer to customize the appearance and behavior of the
forms in the ServiceDesk portal.
See “About customizing forms” on page 143.
Examples of common form customizations are as follows:
Establish rules for routing
incidents.
■
Setting permissions for forms.
■
Editing the Customer Satisfaction Survey to change the frequency with which it
is sent and the data that it collects.
See “About the Customer Satisfaction Survey” on page 145.
Routing rules determine the users or groups that new ServiceDesk incidents are
assigned to. The rules also determine how incidents are escalated. ServiceDesk
contains predefined routing rules and other settings that are ready to use, but you
can customize them to meet your organization’s requirements. Most organizations
perform some level of customization.
You can customize the routing rules by editing the SD.RoutingRules project in
Workflow Designer.
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Configuring the ServiceDesk application
Configuring the ServiceDesk application software
Table 9-2
Configurations for the ServiceDesk application software (continued)
Action
Description
Establish Service Level
Agreement (SLA) times.
A Service Level Agreement (SLA) is a contract between an organization and its service
provider, which sets the expectations and requirements for service delivery. The SLA
includes the allowable time frame for the service delivery.
See “About the Service Level Agreement and Operating Level Agreement” on page 128.
See “About the Service Level Agreement (SLA) time frames” on page 129.
A default SLA is built in to the Incident Management process in ServiceDesk. You
can edit the default SLA time frames and you can set up the SLA in any custom process
that you create.
Set business hours and
holidays.
Business hours are the hours during which your business is commonly conducted.
You can customize your organization’s business hours on a global, project, or
component basis.
See “About business hours and holidays” on page 130.
You set the global business hours in the Business TimeSpan Editor, which is installed
as a Workflow Designer tool. You set the business hours for a specific project or
component by editing it in Workflow Designer.
Set up Follow the Sun
routing.
Follow the Sun routing lets you set incidents to be passed to or picked up by another
service location when the originating office closes.
See “About Follow the Sun routing” on page 131.
You set up the Follow the Sun routing by editing the SD.FollowTheSun project in
Workflow Designer.
Create incident templates.
In Incident Management, incident templates are special incident forms containing
predefined, standard values for common issues. Using templates speeds the entry of
incidents and helps to standardize and increase the accuracy of the incident
information.
Create incident templates for any issues that are reported frequently. You can edit
and update them at any time.
Customize email for
ServiceDesk processes.
ServiceDesk can send email notifications when various process events occur. It can
also create incidents from inbound email. These email capabilities are predefined
and ready to use. However, you can customize them as needed.
See “Customizing the email actions for ServiceDesk processes” on page 147.
Change the timeout period After an incident is resolved, it appears in the affected user’s task list for confirmation
for users to confirm incident of its resolution. If the user does not respond within a specified number of days, the
resolutions.
incident’s status is changed from Resolved to Closed. The default timeout period is
two days. You can change the timeout period by editing the
SD.IncidentManagementProcess project in Workflow Designer.
Configuring the ServiceDesk application
Configuring the ServiceDesk application software
Table 9-2
Action
Configurations for the ServiceDesk application software (continued)
Description
Add a Cube Report Schedule Initially, the ServiceDesk cube reports are empty. The cube report data is only as
current as the last update that was performed. Create a cube report schedule to begin
updating the data for the reports.
Create change team groups
for Change Management.
In the Change Management process, a change team is a group of people who can
assess, plan, authorize, schedule, implement, and test a change request. The change
team includes the Change Advisory Board (CAB). The members of the CAB advise the
change manager in the assessment, planning, and authorization of changes.
During the initial approval phase of the Change Management process, the change
manager selects the members of the change team. You can create predefined change
team groups to facilitate the team selection.
Change the CAB approval
percentage for Change
Management
The change manager who provides the initial approval of a change request also selects
the change type. The change type determines the number of steps that the change
implementation requires. It also determines the number of workers who must be
involved in each step.
By default, when you use the ITIL change type, 100 percent of the participants must
approve a change before it can be implemented. You can change this percentage so
that 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 project
in Workflow Designer.
Set the database replication Your organization might want to create a replication database to duplicate the data
schedule.
in the Process Manager database. The replication database is created during or after
the installation of the ServiceDesk application software.
See “About replicating the Process Manager database” on page 132.
You can set up one or more schedules for synchronizing the data between the Process
Manager database and the replication database.
Verify the problem
categories.
During the entry of a problem ticket, the process worker specifies a category to help
classify the root cause of the problem.
ServiceDesk contains default values for the problem category. You can add and edit
the problem categories. However, most ServiceDesk implementations either use the
default values or make only minor changes. You can make these changes by editing
the SD.ProblemManagement project in Workflow Designer.
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124
Configuring the ServiceDesk application
About incident categories and the data hierarchy
Table 9-2
Action
Configurations for the ServiceDesk application software (continued)
Description
(Optional) Make the
We assume that each organization has specific requirements for providing
ServiceDesk documentation documentation to their process workers and the users of the ServiceDesk portal.
available to your users.
Therefore, the ServiceDesk documentation is not installed with the ServiceDesk
application software. We recommend that you download these guides and make them
available to your users as needed.
See “Making the ServiceDesk documentation available to users” on page 153.
(Optional) Add a MIME type When a process worker works a task that is associated with an equipment
for remote control through configuration item (CI), the worker can access the Remote Control (Via RDP) link.
RDP
The link runs a tool, which generates and downloads an RDP file that contains the
configuration item’s IP address. The worker can use the RDP file to open a Remote
Desktop Connection to the computer that the CI represents.
This functionality requires that IIS (Internet Information Services) contains a MIME
type for RDP. If you plan to use the remote control tool, you must add the new MIME
type. In Internet Information Services Manager, you can edit the local computer’s
Properties and add a new MIME type. In the new MIME type, both the extension and
MIME type are .rdp.
After you add the new MIME type, you must restart IIS for the change to take effect.
About incident categories and the data hierarchy
ServiceDesk uses categories to classify incidents. The support technicians assign
a category to incidents in the advanced incident form. The incident category helps
route the tickets to the appropriate incident technician or queue. The category
also helps sort incidents for reports.
You can use additional levels of classification items to further identify the
incidents. The main categories and the additional classification items are referred
to as the data hierarchy. You can define up to 10 levels of categories in the
hierarchy.
When you set up the data hierarchy, try to achieve a complete categorization
system without making it too complex. Provide enough nested levels for the
support workers to accurately classify the incidents. However, too many categories
and classifications make it difficult to select the correct one. When incidents are
categorized incorrectly, some steps in the process might be skipped or the incidents
might be reported incorrectly.
You can use any of the following categories:
Configuring the ServiceDesk application
About the incident priority
Default categories
ServiceDesk contains predefined incident categories, which you
can use immediately or edit to meet your organization’s
requirements.
You can view the default categories in the ServiceDesk portal from
Admin > Data > Hierarchy Data Service.
See “Default categories for incidents” on page 169.
New categories
You can create new categories in addition to or in place of the
default categories.
Imported categories
Categories are imported to ServiceDesk when you migrate incidents
or categories from a previous version of Helpdesk Solution. Any
incidents that you migrate retain their original categorization. The
imported categories are available for any new incidents that are
created.
The imported categories do not correspond to the default categories
in ServiceDesk. After you migrate the incidents or categories, some
cleanup might be required.
See “About migrating data from Helpdesk Solution” on page 109.
About the incident priority
Every incident that is submitted to the ServiceDesk is assigned a priority, which
determines how the incident is routed and when it is escalated. The prioritization
of incidents helps you manage Service Level Agreements (SLA) and comply with
the concepts of ITIL service management.
A user who submits an incident can specify the urgency and impact. These values
are used to calculate the incident’s priority for its initial routing. This automatic
calculation eliminates guesswork and prevents the user from assigning a high
priority to every incident. The support technician who works the incident can
change the urgency values and impact values as well as the calculated priority.
See “How the incident priority is calculated” on page 127.
A support technician who uses the advanced incident form can specify the urgency,
impact, and priority. The priority is not calculated automatically because the
support 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 the
advanced incident form. For the user’s benefit, the values that appear on the
standard incident form are more descriptive.
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Default priority, urgency, and impact values
See “Default priority, urgency, and impact values” on page 126.
Most ServiceDesk implementations either use the default values or make only
minor changes. Changing the values requires caution and a good understanding
of the Symantec Workflow software. You can change the available impact and
urgency values and the priority that is assigned to the combination of the two
values. You make these changes by editing the SD.GeneralIncidentSubmitForm
project in Workflow Designer.
For more information about customizing forms and editing projects, see the
ServiceDesk Customization Guide and the Workflow Solution User’s Guide.
Default priority, urgency, and impact values
During incident entry, the submitter specifies the urgency and impact. When a
user submits an incident, the priority is assigned based on the urgency and the
impact that the user specified. The support technicians can change an assigned
priority. 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 the
advanced incident form. For the user’s benefit, the values that appear on the
standard incident form are more descriptive.
Most ServiceDesk implementations either use the default values or make only
minor changes.
See “About the incident priority” on page 125.
Table 9-3
Default priority, urgency, and impact values
Setting
Default values
Urgency
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
Configuring the ServiceDesk application
How the incident priority is calculated
Table 9-3
Default priority, urgency, and impact values (continued)
Setting
Default values
Impact
Defines the extent of the issue by specifying how many people are
affected.
The users can select from the following values:
■
Single User
■
Entire Team or Group
■
Entire Department
■
Unsure
The support technicians can select from the following values:
Department/LOB/Branch
(LOB means line of business)
■ Small group or VIP
■
■
Priority
Single User
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
How the incident priority is calculated
When a user submits an incident, the incident is assigned a priority based on the
impact and the urgency that the user specified. This automatic calculation
eliminates guesswork and prevents the user from assigning a high priority to
every incident.
See “About the incident priority” on page 125.
Table 9-4 lists the priorities that result from combining the default impact and
urgency values. You can customize the values and the way that they combine to
arrive at the priority.
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About the Service Level Agreement and Operating Level Agreement
Table 9-4
How the incident priority is calculated
Urgency
Impact (Who is Affected?) Calculated priority
No Immediate Urgency
Single User
Low
No Immediate Urgency
Entire Team or Group
Normal
No Immediate Urgency
Entire Department
High
No Immediate Urgency
Unsure
Low
Preventing Some
Non-Urgent Work
Single User
Normal
Preventing Some
Non-Urgent Work
Entire Team or Group
High
Preventing Some
Non-Urgent Work
Entire Department
High
Preventing Some
Non-Urgent Work
Unsure
Normal
Blocking Critical Business
Single User
High
Blocking Critical Business
Entire Team or Group
Urgent
Blocking Critical Business
Entire Department
Urgent
Blocking Critical Business
Unsure
High
About the Service Level Agreement and Operating
Level Agreement
A Service Level Agreement (SLA) is a contract between an organization and its
service provider, which sets the expectations and requirements for service delivery.
The SLA can be between an external customer and your customer support team
or between your organization’s employees and your IT department. The SLA
formally defines the agreed-upon services, priorities, and responsibilities that
are required to support the customers and users.
An Operating Level Agreement (OLA) defines how departments work together to
meet the requirements that are documented in an SLA. The OLA describes the
responsibilities of each internal support group toward other support groups,
including the process and the time frame for delivering their services. The OLA
helps ensure that the activities of the multiple support teams are aligned to provide
the contracted service.
Configuring the ServiceDesk application
About the Service Level Agreement (SLA) time frames
See “About the Service Level Agreement (SLA) time frames” on page 129.
Typically, corporate policy defines the overall SLA. A default SLA is built in to
the Incident Management process. You can edit the default SLA time frames and
you 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 setting
time frames in the SLA, see the ServiceDesk Customization Guide.
About the Service Level Agreement (SLA) time frames
A Service Level Agreement (SLA) defines the expectations and requirements for
delivering a service, including the allowable time frame for the delivery.
See “About the Service Level Agreement and Operating Level Agreement”
on page 128.
The SLA time frames that are associated with ServiceDesk processes are as follows:
Overall time frame The actual time frame that is defined in the SLA.
Internal time
frame
Intermediate time frames for completing the process steps. These
time frames are shorter than the overall time, to allow the support
team to complete the service well within the overall SLA time frame.
Each of these time frames contains the following time definitions:
Late time
The time that can elapse before a service is considered late.
Warn time
The time that elapses before the worker receives a warning about the
remaining time that is allowed.
When a ticket’s internal SLA level reaches its warn time, an email is sent to the
current assignee, if any. The ticket’s status is unchanged.
When the internal SLA level reaches its late time, the status is changed to OUT
OF TIME. The ticket is assigned to Support I, Support II, and Service Managers
no matter who it was assigned to. No email is sent because the ticket is now
assigned 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 the
current assignee, if any. When the overall SLA level reaches its late time, it is
likely that the ticket has been escalated automatically and the notifications have
been sent. Therefore, no new action is taken in ServiceDesk.
A default SLA is built in to the Incident Management process. You can edit the
default SLA time frames to comply with your organization’s SLA.
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Default SLA time frames
See “Default SLA time frames” on page 130.
If your organization does not use Service Level Agreements, you can disable an
SLA by setting a large number of days for its time frames.
For more information about setting time frames in the SLA, see the ServiceDesk
Customization Guide.
Default SLA time frames
A Service Level Agreement (SLA) defines the expectations and requirements for
delivering a service, including the allowable time frame for the delivery.
See “About the Service Level Agreement (SLA) time frames” on page 129.
A default SLA is built in to the Incident Management process. You can edit the
default SLA time frames to comply with your organization’s SLA.
Table 9-5
Default SLA time frames
SLA level
Time frames
Basic
The basic time frames are as follows:
The overall late time frame is six days, with a warning at three
days.
■ The Support I group has eight hours to respond, with a warning
at four hours.
■ The second-level support and escalated levels each have eight
hours to respond, with a warning at four hours.
■
Emergency
The overall late time frame is two hours, with a warning at one hour.
For more information about setting time frames in the SLA, see the ServiceDesk
Customization Guide.
About business hours and holidays
Business hours are the hours during which your business is commonly conducted.
Typical business hours can vary by country. For example, business hours in the
United States vary by region due to the different time zones.
You can set your organization’s business hours and holidays at one of several
levels, based on your business locations and SLA policy.
Configuring the ServiceDesk application
About Follow the Sun routing
Table 9-6
Levels for setting business hours and holidays
Level
Description
Global
The global business hours become the default settings for every
new workflow and monitoring project that is created in Workflow
Designer. The global business hours are set with the Business
TimeSpan 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 the
Workflow Solution User’s Guide.
Project
The initial business hour settings at the project level are obtained
from the global settings. You can use Workflow Designer to change
the business hours for specific projects.
You might use project-level business hours if a specific department
operates through the weekend while the most other departments
operate during the business week. For example, the retail industry
might require project-level business hours.
Component, within
workflow projects
only
On their own, the business hour settings do not affect the way a
workflow project is executed. But they can be incorporated at the
component level to allow or prevent certain actions from occurring
based on established business hours. For example, you might need
to consider weekends and holidays when establishing timeout and
escalation rules.
For more information about setting business hours, see the ServiceDesk
Customization Guide and the Workflow Solution User’s Guide.
About Follow the Sun routing
In a Follow the Sun management process, a service organization provides 24-hour
support by staffing service desks in multiple locations according to time zone. An
incident can be submitted and worked in one location and then passed to or picked
up by another location when the originating office closes. The incident is then
passed 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 peak
call volume times and random call spikes.
The advanced incident form contains a Follow the Sun option. When that option
is selected, the incident is routed to the groups that you define.
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About replicating the Process Manager database
Follow the Sun routing is defined in Workflow Designer in the SD.FollowTheSun
project.
For more information about setting up Follow the Sun routing, see the ServiceDesk
Customization Guide and the Workflow Solution User’s Guide.
About replicating the Process Manager database
You can create a database that replicates certain data from the Process Manager
database. You can either copy or move the original data to the replication database
or to a file. For example, you can copy data to the replication database for data
mining, which might otherwise affect the performance of the Process Manager
database. You can move old and unneeded data to purge it from the Process
Manager database.
The default name for the actual database is EnsembleReplication. It typically
resides on the same SQL Server computer as the Process Manager database.
The ServiceDesk Setup wizard creates and configures the replication database
if you complete the Database Replication page. This page is part of the
installation’s advanced settings. You can configure the replication database after
the initial ServiceDesk installation if you did not do so during the installation.
See “Database Replication page” on page 72.
You might not need to replicate data until after you have used ServiceDesk for
some time. If you did not configure the replication database during the initial
ServiceDesk installation, you can do so at any time thereafter.
See “Setting up the replication database after the initial installation” on page 102.
After the replication database is created, you configure one or more replication
schedules that specify the data to replicate and when to replicate it.
About the Service Catalog and service items
The Service Catalog is a Web part that appears on several ServiceDesk portal
pages and that lets users select service items. A service item automates the routine
actions that are performed in ServiceDesk. Service items are available for both
process workers and users.
The service items are organized in categories, which appear in a tree view in the
Service Catalog. You can control the use of the service items by setting permissions
on a category or on individual items.
The Service Catalog contains many predefined service items, which can be used
to initiate all the ServiceDesk processes. For example, the default service items
Configuring the ServiceDesk application
About the Service Catalog and service items
are used to submit an incident, submit a knowledge base request, and create a
problem 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 password
reset or an automated software request. Users who submit incidents can first
search the Service Catalog for any self-service items that help them resolve the
incident on their own. The self-service items can reduce incident submissions and
reduce the amount time that support workers spend resolving incidents. During
the incident submission process, users can search the Service Catalog for any
items that can help them solve the issue on their own. A support technician can
resolve 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, automated
software request.
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About the Service Catalog and service items
Chapter
10
Managing security, users,
roles, groups, and
permissions
This chapter includes the following topics:
■
About ServiceDesk security and permissions
■
About group-level permissions
■
About using Active Directory with ServiceDesk
■
About adding users from Active Directory
About ServiceDesk security and permissions
ServiceDesk manages access to the ServiceDesk portal through native
authentication or Active Directory authentication.
See “About using Active Directory with ServiceDesk” on page 137.
ServiceDesk provides a high level of security within the ServiceDesk portal through
the use of users, groups, organizational units, and permissions. The ServiceDesk
permissions control all the views and possible actions in the ServiceDesk portal.
For example, permissions can grant or deny access to certain functions within
ServiceDesk. Permissions can grant the ability to create users, and they can deny
access to view and edit articles in the knowledge base.
The ServiceDesk permissions are hierarchical. The permission that is applied at
the most specific level takes precedence. For example, a group is denied access to
view a knowledge base article. However, a specific user within that group has
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Managing security, users, roles, groups, and permissions
About group-level permissions
permission to view the article. In this case, the user’s specific permission overrides
the group setting, and the user is able to view the article.
Table 10-1
ServiceDesk permissions hierarchy
Permissions level
Description
User
Any user of the portal who can log on.
Users can have permissions assigned to them. User can also inherit permissions from the
groups and organizational units to which they belong.
Group
Collections of users.
For example, the Support I group might contain all the level 1 support technicians. The KB
Editors 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 the
user level.
See “About group-level permissions” on page 136.
Permission
Permissions control the access to and use of the ServiceDesk portal. What users can view
and what actions they can perform are based on permissions.
For example, permissions may grant access to certain functions within ServiceDesk, such
as the ability to create users. Or permissions may grant or deny access to view and edit
articles in the knowledge base. Access to everything in ServiceDesk is controlled through
permissions.
Organizational unit
Collections of users or groups.
An organizational unit is generally a very large group. For example, an organizational unit
may be a department, office, or division of an organization.
About group-level permissions
Groups are collections of ServiceDesk users. The use of groups lets you assign
permissions more efficiently and helps simplify the ongoing administration of
ServiceDesk permissions. Instead of assigning permissions to each user
individually, you can specify the permissions for a group. The permissions for a
group are valid for each user who is a member of that group. ServiceDesk
permissions are almost always granted at the group level rather than at the user
level.
When you apply permissions to groups, you do not have to edit the permission
settings for the individual users. The permissions changes that you make at the
group level are updated for every user who is a member of that group.
Managing security, users, roles, groups, and permissions
About using Active Directory with ServiceDesk
You can use the default groups that are provided with ServiceDesk, create new
groups, or import groups from Active Directory during the ServiceDesk installation.
For more information, see the lists of default permissions in ServiceDesk in the
ServiceDesk User’s Guide.
About using Active Directory with ServiceDesk
ServiceDesk can use Active Directory (AD) authentication to import and
authenticate the users who log on to the ServiceDesk portal. The authentication
method is selected during the installation of the ServiceDesk application software.
See “Process Manager Authentication page” on page 75.
When Active Directory authentication is selected, the ServiceDesk installation
performs the following actions:
■
Imports Active Directory users to ServiceDesk.
See “About adding users from Active Directory” on page 138.
■
Imports Active Directory groups to ServiceDesk.
■
Maps the Active Directory groups to the default ServiceDesk groups.
This option lets the Active Directory groups take the permissions of the default
ServiceDesk groups.
See “ServiceDesk Groups page” on page 95.
When the Active Directory authentication option is selected, ServiceDesk uses
a mixed mode authentication. Active Directory users are authenticated against
Active Directory. Any users who are not found in Active Directory are
authenticated against the Process Manager database (native authentication).
When you use Active Directory authentication, you still can create user accounts
in the ServiceDesk portal. For example, you might create an account for a
short-term contractor who is not added to Active Directory.
If the Native authentication option is selected, Active Directory imports do not
occur and you must create user accounts in the ServiceDesk portal. Those users
are authenticated against the Process Manager database.
After the ServiceDesk installation, the Process Manager database synchronizes
with Active Directory. By default, the synchronization occurs at midnight every
night.
You can change the synchronization interval and edit other AD settings in the
ServiceDesk portal master settings. These settings also let you enable or disable
Active Directory authentication. For example, if you originally selected the native
authentication, you can switch to Active Directory authentication.
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About adding users from Active Directory
You can also run a synchronization at any time, from the Active Directory Servers
list that is available from the Admin page.
About adding users from Active Directory
The ServiceDesk users and groups are stored in the Process Manager database,
which stores ServiceDesk data. When you use Active Directory authentication,
the Active Directory users and groups are imported to the Process Manager
database during the installation.
See “About using Active Directory with ServiceDesk” on page 137.
Active Directory users can also be added to ServiceDesk in several other ways.
Table 10-2
How Active Directory users can be added to ServiceDesk
Method
Description
During installation
During the installation of the ServiceDesk application software,
the users and groups from your Active Directory are imported
to ServiceDesk.
During the
synchronization
between ServiceDesk
and Active Directory
Periodically, ServiceDesk synchronizes with Active Directory to
obtain new and updated users and groups from Active Directory.
During synchronization, the user and the group data from Active
Directory overwrites the user and the group data that is in
ServiceDesk.
Manually
If a new user needs to access ServiceDesk between
synchronizations, you can add the user manually from Active
Directory.
Automatically when a
user logs on
This method is available only if the option Auto Create Users on
Initial Login was selected during the ServiceDesk installation.
Users who are in Active Directory but have not yet been added
to ServiceDesk can still access ServiceDesk. When such a user
tries to log on to the ServiceDesk portal, ServiceDesk checks the
credentials against the Process Manager database. If the
credentials are not there, ServiceDesk checks the credentials
against Active Directory and adds the user to ServiceDesk.
After the ServiceDesk installation, the Process Manager database synchronizes
with Active Directory. By default, the synchronization occurs at midnight every
night.
You can change the synchronization interval and edit other AD settings in the
ServiceDesk portal master settings. These settings also let you turn Active
Managing security, users, roles, groups, and permissions
About adding users from Active Directory
Directory authentication on or off. For example, if you originally selected the
native authentication, you can switch to Active Directory authentication.
The Active Directory synchronization affects the changes and deletions as follows:
Deleting a user from
within ServiceDesk
When you delete a user from ServiceDesk but not from the Active
Directory, the user is not fully deleted. The users that remain in
the Active Directory are created again in ServiceDesk during the
next synchronization. To block ServiceDesk access to an Active
Directory user, you must delete the user from the Active
Directory.
Deleting a user from
Active Directory
When you delete a user from Active Directory, the user is disabled
in ServiceDesk but not deleted there. To fully delete the user and
all the associated information from ServiceDesk, you must
manually delete the user from ServiceDesk.
Editing a user in
ServiceDesk
Any changes that you make to a user in ServiceDesk is
overwritten during the next the synchronization. Instead, edit
user information in Active Directory, and the information is
updated in ServiceDesk during the next synchronization. This
rule applies to the user’s group, manager, and organizational
unit information.
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About adding users from Active Directory
Chapter
11
Customizing the
ServiceDesk portal
This chapter includes the following topics:
■
About the ServiceDesk portal
■
About customizing the contents of ServiceDesk portal pages
■
About customizing forms
■
About the Customer Satisfaction Survey
About the ServiceDesk portal
The ServiceDesk portal is a Web-based interface that provides access to the
ServiceDesk application software. The users of ServiceDesk access the portal from
their Web browsers and use it to run the workflow processes and perform other
ServiceDesk activities.
Examples of the tasks that users can perform in the ServiceDesk portal are as
follows:
■
Administrators can configure settings for the appearance, operation, and
management of the portal.
■
Users can create incidents and view knowledge sources such as the knowledge
base.
■
Process workers can work on incidents, create and work on tickets for other
processes, contribute articles, and participate in discussions.
When you log on to ServiceDesk, the permissions that you have been granted
determine the elements of the portal that are available to you. If you cannot access
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About the ServiceDesk portal
a particular portal page or other feature, you probably do not have the appropriate
permissions.
Table 11-1
Screen elements of the ServiceDesk portal
Element
Description
ServiceDesk portal
The browser window that appears when you double-click the Altiris Process Manager
shortcut.
Site Actions drop-down A drop-down list that can appear at the top of the ServiceDesk portal window. It appears
list
only when you have permission to edit the current ServiceDesk portal page.
Link
The clickable text that appears at the upper right and lower left of the ServiceDesk portal
window. Examples of links are Help and Logout.
Tab bar
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
A clickable segment of the tab bar. Clicking a tab opens a page or displays one or more
menu commands.
Menu bar
The horizontal row of menu commands that appears beneath the tab bar. The contents of
the menu bar depend on the tab that you click. Some tabs do not have a menu because
they 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 to
open when you log on.
Menu command
A clickable segment of the menu bar. Clicking a menu command opens a page or displays
one or more menu subcommands.
Page or portal page
The entire area that appears beneath the menu bar when you click a tab or a menu
command. Most of the work in ServiceDesk is performed in a portal page or in a page that
is 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 and
to grant customization permissions to other ServiceDesk users.
See “About customizing the contents of ServiceDesk portal pages” on page 143.
Section or Web part
The segments that appear on a ServiceDesk portal page in the form of Web parts that let
you perform actions or enter data.
You can customize a portal page by adding, editing, or deleting one or more Web parts.
Customizing the ServiceDesk portal
About customizing the contents of ServiceDesk portal pages
About customizing the contents of ServiceDesk portal
pages
The ServiceDesk portal consists of pages, from which all ServiceDesk activities
are performed. The portal pages can be customized to meet your organization’s
specific 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 the
rest of the support group.
■
An administrator customizes a Process View 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 grant
customization permissions to other ServiceDesk users. Non-administrator users
typically 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 to
the ServiceDesk portal.
About customizing forms
In the ServiceDesk portal, a form is the screen or page that workers and users
interact 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 new
change request. Users use the Create New Incident form to submit incidents.
ServiceDesk contains predefined forms for all its processes. These predefined
forms are complete and ready to use immediately. However, you can customize
any of the forms to meet your organization’s established process requirements.
For example, many organizations customize the Customer Satisfaction Survey
form that is sent to the submitting user when an incident is resolved and
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Customizing the ServiceDesk portal
About customizing forms
confirmed. In the survey, the user rates how satisfied they are with the service
that they received.
See “About the Customer Satisfaction Survey” on page 145.
The form customization can be performed at different levels and from different
places.
Table 11-2
Levels of form customization
Level
Where to edit
What you can customize
The form itself
Workflow Designer
Examples of how you can customize a form are as follows:
For more information
about customizing
forms, see the
ServiceDesk
Customization Guide
and the Workflow
Solution User’s Guide.
■
Change the theme or the template style.
You can select from a range of theme and template styles or
you 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 appear
when a required field is not populated. You can edit these error
messages.
■ Change the confirmation pages that are presented to users.
Several process actions result in a confirmation message being
sent to the user. For example, when a user submits an incident,
a Thank You page appears; when a log on fails, an error page
appears. 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 that
the support technicians can assign the incident to a cost center.
■ Remove data from a form.
■
Warning: Use caution when you remove data components from
a form. Any of the output variables that those components
designate become invalid after the removal, which breaks the
process.
Customizing the ServiceDesk portal
About the Customer Satisfaction Survey
Table 11-2
Level
Levels of form customization (continued)
Where to edit
Aspects of the form’s ServiceDesk portal, on
appearance and
the Edit Form page.
behavior in the
Service Catalog
What you can customize
On the Edit Form page, you can edit the form information on the
following tabs:
■
■
■
■
■
■
Form Information
The name, description, and other information regarding the
form’s display in the ServiceDesk portal.
WebPart Information
Lets you define the form as a Web part.
User Information
Information about passing the user ID.
Session Information
Information about passing a session ID.
Permissions
Lets you determine who can access a process by setting
permissions on the form that provides access to that process.
Profiles
Lets you assign a default form profile to the form.
About the Customer Satisfaction Survey
After an incident is resolved, the submitting user receives a task to view its history,
comments, and other information about its resolution. If the resolution is
satisfactory, the user marks the incident as resolved. When the incident resolution
is verified, the user can be asked to complete a Customer Satisfaction Survey to
rate 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 are
as follows:
■
Change the frequency with which the survey is sent.
By default, the Customer Satisfaction Survey is sent for every incident that is
resolved and confirmed. However, you can customize the frequency so that
the survey is sent for only a certain percentage of the resolved incidents. You
also can set the frequency based on the type or priority of the incident.
You can change the frequency of the Customer Satisfaction Survey by editing
the SD.IncidentManagementProcess project in Workflow Designer.
■
Change the data that the survey collects.
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Customizing the ServiceDesk portal
About the Customer Satisfaction Survey
You can change the text on the survey form. You can also change the survey
questions and the possible responses so that you can track the information
that is most important to your organization.
You can change the appearance and fields of the Customer Satisfaction Survey
by editing the SD.CustomerServiceSurvey project in Workflow Designer.
For more information about customizing forms and editing the Customer
Satisfaction Survey, see the Workflow Solution User’s Guide and the ServiceDesk
Customization Guide.
See “About customizing forms” on page 143.
Chapter
12
Customizing the email in
ServiceDesk
This chapter includes the following topics:
■
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 ServiceDesk
processes
ServiceDesk can perform the following automatic email actions:
■
Send email notifications at various stages of a process, based on one or more
events 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 can
customize them as needed.
All the actions that are listed in Table 12-1 are optional and can be performed in
any order.
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Customizing the email in ServiceDesk
About automatic email notifications
Table 12-1
Process for customizing the email actions for ServiceDesk processes
Action
Description
Customize the
automatic email
notifications.
Each process can trigger several types of email notifications. You
can customize the email notifications by editing the project for
the appropriate process in Workflow Designer.
See “About automatic email notifications” on page 148.
For more information about editing the process projects, see the
Workflow Solution User’s Guide.
Edit the automatic
email contents.
The contents of the automatic email messages are predefined
for each type of notification. You can customize any of these
messages or add new ones.
See “About the contents of email notifications” on page 149.
Customize the email
monitoring.
ServiceDesk monitors the appropriate inbox for all new, unread
emails and processes them by creating incidents or routing them
to the support team for classification.
You can customize the email monitoring as follows:
The mailbox and other email settings are configured during
the installation of the ServiceDesk application software. If
necessary, you can change some of these settings on the portal
Master Settings page.
See “Mail Settings page” on page 91.
■ You can use the monitoring process as it is defined or you can
customize it. For example, you can monitor multiple
mailboxes, define the email contents to be processed, and
change the assignee for the new incidents.
See “About configuring the email monitoring” on page 150.
■
About automatic email notifications
ServiceDesk can send email notifications at various stages of a process, based on
one or more events that occur within the process. The type of event determines
the contents and the recipients of the email notifications.
For example, when a technician resolves an incident, an email that contains
information 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
Customizing the email in ServiceDesk
About the contents of email notifications
■
Change Management
■
Knowledge Management
The default notifications are ready to use. However, you can customize the email
notifications by editing the appropriate project in Workflow Designer. For example,
you can change the event that triggers a notification or create a notification for
a new event.
For more information about editing the email notifications, see the Workflow
Solution Customization Guide.
You can also change the default contents of the automatic email notifications.
See “About the contents of email notifications” on page 149.
These automatic email notifications are different from the process notifications
that result from the events that occur on specific items within the ServiceDesk
portal. For example, the process notifications can be sent when a document or a
knowledge base entry is added, edited, or deleted.
About the contents of email notifications
ServiceDesk can send email notifications at various stages of the core processes,
based on one or more events that occur within the process.
See “About automatic email notifications” on page 148.
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 the
emails or add notifications to additional processes.
ServiceDesk obtains the contents of the email messages from several sources.
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Customizing the email in ServiceDesk
About configuring the email monitoring
Table 12-2
Sources for the contents of the email messages
Source
Description
Templates in the
SD.EmailServices
project
Most email content is obtained from templates. An email template
is a message containing predefined content, format, and structure
that is used to create individual emails from a ServiceDesk
process.
The SD.EmailServices project contains default templates for the
core ServiceDesk processes. When an email is triggered within
a process, the process selects a template that corresponds to the
process ID. For example, if the process ID is IM-000001, then an
Incident Management template is selected.
You can customize the email templates by adding, editing, or
deleting them in the SD.EmailServices project in Workflow
Designer. You can customize the email header and footer in the
SD.DataServices, in the GetEmailHeaderandFooter model.
In the Send Email
component within a
process
Certain processes can execute the Send Email component to
generate the email messages within the process itself, instead of
calling for a template in SD.EmailServices.
You can customize the default email messages by editing the
Send Email component for the specific process in Workflow
Designer.
For more information about configuring the content for email or editing processes
and projects, see the ServiceDesk Customization Guide or the Workflow Solution
User’s Guide.
These automatic email notifications are different from the process notifications
that result from the events that occur on specific items within the ServiceDesk
portal. For example, the process notifications can be sent when a document or a
knowledge base entry is added, edited, or deleted.
About configuring the email monitoring
ServiceDesk can accept new incidents or updates to current incidents through
inbound email. ServiceDesk monitors the appropriate inbox for all new, unread
emails and processes them by creating incidents or routing them to the support
team for classification. This email process relies on an automatically-generated
reply code to link the email correspondence to an incident. The support workers
do not have to check an Inbox because the email correspondence is added to the
incident’s history.
Customizing the email in ServiceDesk
About configuring the email monitoring
By default, the email monitoring process can also add the contents of the email
responses to a process ticket. The recipient of the email can send a reply that
contains the requested information. The monitoring process reads the reply code
that is associated with the email. The process adds the email contents to the
appropriate process history and creates a task for the process worker.
The mailbox and other email settings are configured during the installation of
the ServiceDesk application software. If necessary, you can change these settings
on the Application Properties page, under Service Desk Settings link. The
Application Properties page is available from the Admin menu.
See “Commands on the Admin menu” on page 161.
The default monitoring process is ready to use. However, you can customize it in
several ways to meet your organization’s requirements.
Table 12-3
Suggestions for customizing the email monitoring
Customization
Method
Examples of how you might customize the
email monitoring process are as follows:
Edit the SD.Email.Monitor project in
Workflow Designer.
Configure the process to monitor
multiple mailboxes.
■ Add or change the words or phrases in
the subject line that trigger the creation
of an incident.
■ Create an incident rule that defines the
words or phrases in the message body
that can populate values in the incident.
■ Use a notification rule to automatically
create an email if additional information
is needed from the original sender.
■
Change the assignee for the incidents that
are created automatically.
Edit the SD.Email.InboundManagement
project in Workflow Designer.
Create templates for the users who submit
incident through email so ServiceDesk can
capture or evaluate specific information.
You can create an email template in your
email client, and then set up incident rules
in the SD.Email.Monitor project to evaluate
the template content.
Many organizations perform this
customization.
For example, if you include a Location field
in the email template, the incoming email
messages can be routed to the correct
location.
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Customizing the email in ServiceDesk
About configuring the email monitoring
For more information about configuring email and customizing projects, see the
ServiceDesk Customization Guide and the Workflow Solution User’s Guide.
Chapter
13
Distributing the
ServiceDesk documentation
This chapter includes the following topics:
■
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 to
users
We assume that each organization has specific requirements for providing
documentation to their process workers and the users of the ServiceDesk portal.
Therefore, the ServiceDesk documentation is not installed with the ServiceDesk
application software. We recommend that you download these guides and make
them available to your users as needed.
To avoid the distribution of outdated documentation, you must update the
documentation files when updates are available. The updated documentation files
are not installed with the software updates. When you plan how to distribute the
documentation to your ServiceDesk users, consider the ease of updating the
documents in the future.
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Distributing the ServiceDesk documentation
Making the ServiceDesk documentation available to users
Process for making the ServiceDesk documentation available to
users
Table 13-1
Step
Action
Description
Step 1
Download the
Download any of the following documents:
documentation to a
■ ServiceDesk Implementation Guide
shared network drive or
This guide is for the administrator who installs and configures
other location.
ServiceDesk.
■ ServiceDesk User’s Guide
This guide is for the process workers.
■ ServiceDesk Portal User’s Guide
This guide is for the internal users and external users who use
ServiceDesk to submit incidents and use the knowledge base. You can
decide whether to provide this documentation.
The ServiceDesk release notes and other documentation resources contain
the links to the location for downloading the documentation files.
See “Where to get more information” on page 19.
Step 2
Make the
documentation
available to the users.
You can provide access to the documentation files in whatever way you
decide 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 ServiceDesk
portal window. Set the link to target the location of the documentation
files.
The default target for the Help link is the ServiceDesk Product Support
page on the Symantec Web site.
See “Configuring the Help link for ServiceDesk documentation”
on page 155.
■ Add the documentation files to a document management category and
add a category browser Web part to access them.
See “Adding the ServiceDesk documentation to Document Management”
on page 158.
■ Add a file browser Web part that enables browsing to the documents
See “Displaying the ServiceDesk documentation in a File Browser Web
part” on page 157.
■ Add the Links Web part that provides links to the documents
See “Linking to the ServiceDesk documentation from a Links Web part”
on page 156.
■
We do not recommend that you deliver copies of the documentation to
individual users. The more copies of the documentation that you distribute,
the harder it becomes to update all of them.
Distributing the ServiceDesk documentation
Configuring the Help link for ServiceDesk documentation
Process for making the ServiceDesk documentation available to
users (continued)
Table 13-1
Step
Action
Description
Step 3
Tell the users how to
access the
documentation.
Use the method that is best for your organization. One option is to create
a Bulletin Board message that users can view in the ServiceDesk portal.
Configuring the Help link for ServiceDesk
documentation
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 the
download, 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 portal
to link to the location of the documentation files.
The default target for the Help link is the ServiceDesk Product Support page on
the Symantec Web site.
Other options are available for providing access to the documentation from within
the ServiceDesk portal.
See “Making the ServiceDesk documentation available to users” on page 153.
Caution: To avoid the distribution of outdated documentation, you must update
the documentation files when updates are available. The documentation files are
not 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 Master Settings page, expand the Process Manager Settings section.
3
In Help Link Url, type the fully qualified path to the location of the
documentation files in the following format:
http://www.domain.com/folder
4
Click Save.
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Distributing the ServiceDesk documentation
Linking to the ServiceDesk documentation from a Links Web part
Linking to the ServiceDesk documentation from a
Links 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 the
download, 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 display
links to the location of the documentation files.
You can set permissions on the portal page that you add the Web part to. The
permissions settings ensure that only the appropriate users can access the
documentation.
Other options are available for providing access to the documentation from within
the ServiceDesk portal.
See “Making the ServiceDesk documentation available to users” on page 153.
Caution: To avoid the distribution of outdated documentation, you must update
the documentation files when updates are available. The documentation files are
not installed with the software updates.
Table 13-2
Process for linking to the ServiceDesk documentation from a Links
Web part
Step
Action
Description
Step 1
Ensure that the
If you downloaded the documentation files to a
documentation files are location that is not accessible to all the users,
in the correct folder.
move the files to an appropriate shared location.
Step 2
Add a Links Web part The portal page that you select should be
to a portal page that the accessible to the target users only. For example,
target users can access. add a link to the ServiceDesk Implementation
Guide on a portal page that only the
administrators can access.
The Links option is in the Catalog Zone pop-up
under the UI section.
Step 3
Edit the Web part to
In the Editor Zone pop-up, under , in URL, you
specify the target URL. must specify the fully-qualified path or URL
where the documentation is located.
Distributing the ServiceDesk documentation
Displaying the ServiceDesk documentation in a File Browser Web part
Table 13-2
Process for linking to the ServiceDesk documentation from a Links
Web part (continued)
Step
Action
Description
Step 4
Make additional edits to In the Editor Zone pop-up, we recommend that
the Web part.
you select the following options:
Show open in new window control
This option is in the Links Editor section.
■ Title
The text that you type here appears in the Web
part title bar. For example, you might type
ServiceDesk Documentation.
This option is in the Appearance section.
■
You can edit other attributes of the Web part as
needed.
Displaying the ServiceDesk documentation in a File
Browser 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 the
download, 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 to
display the folder that contains the documentation files.
The File Browser Web part displays a folder tree that starts with a parent folder
that you specify. The users can navigate to the child folder that contains the
documentation.
You can set permissions on the portal page that you add the Web part to. The
permissions settings ensure that only the appropriate users can access the
documentation. You can also set permissions on the documentation folder.
Other options are available for providing access to the documentation from within
the ServiceDesk portal.
See “Making the ServiceDesk documentation available to users” on page 153.
Caution: To avoid the distribution of outdated documentation, you must update
the documentation files in the Document Management system when updates are
available. The documentation files are not installed with the application updates.
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Distributing the ServiceDesk documentation
Adding the ServiceDesk documentation to Document Management
Table 13-3
Process for displaying the ServiceDesk documentation in a Browser
Web part
Step
Action
Description
Step 1
Ensure that the
If you downloaded the documentation files to a location that is not accessible
documentation files are to all the users, move the files to an appropriate shared location.
in a folder that the
Be sure to place the documentation files in their own folder, under a parent
target users can access.
folder that contains no other subfolders. The File Browser Web part displays
all the subfolders of the parent folder.
Step 2
Add a File Browser Web The portal page that you select should be accessible to the target users
part to a portal page
only. For example, add a link to the ServiceDesk Implementation Guide on
that the target users
a portal page that only the administrators can access.
can access.
The FileBrowser option is in the Catalog Zone pop-up under the UI section.
Step 3
Edit the Web part to
specify the target
folder.
In the Editor Zone, under Property Grid, in Folder, you must specify the
parent folder of the folder that contains the documentation files. Be sure
to 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.
Step 4
(Optional) Make other
edits as needed.
You can edit other attributes of the Web part as needed.
For example, you might change the title of the Web part to Browse
ServiceDesk Documentation. The Title option is in the Editor Zone pop-up
under the Appearance section.
Adding the ServiceDesk documentation to Document
Management
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 the
download, 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 and
providing 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 the
appropriate users can access the documentation.
Other options are available for providing access to the documentation from within
the ServiceDesk portal.
See “Making the ServiceDesk documentation available to users” on page 153.
Distributing the ServiceDesk documentation
Adding the ServiceDesk documentation to Document Management
Caution: To avoid the distribution of outdated documentation, you must update
the documentation files in the Document Management system when updates are
available. The documentation files are not installed with the Server software
updates.
Table 13-4
Process for adding the ServiceDesk documentation to Document
Management
Step
Action
Description
Step 1
(Optional) Create a new You can dedicate an entire category to the documentation. For example,
documents category.
you might name the category ServiceDesk Documentation.
Alternatively, you can add the documentation files to an existing category.
Step 2
(Optional) Set
permissions on the
category.
You can set permissions at the category level if all the documents in that
category are intended for the same users.
Step 3
Add one or more
documentation files to
the category.
Add the documentation files from their download location.
Step 4
(Optional) Set
permissions on the
documents.
If the category contains multiple documents for different types of users,
you can set permissions on the individual documents. For example, you
can set permissions on the ServiceDesk Implementation Guide so that only
administrators can view it.
Alternatively, you can set permissions on the individual documents.
We recommend that you do not allow anyone to edit the documentation
files.
Step 5
Add a category browser The category browser Web part displays the document categories and lets
Web part to a portal
the user select the category and view the documents in that category.
page that the target
The CategoryBrowserWebPart option is in the Catalog Zone pop-up under
users can access.
the Documents section.
Step 6
(Optional) Edit the Web You can edit the Web part as needed.
part.
For example, you might change the title of the Web part to ServiceDesk
Documentation. The Title option is in the Editor Zone pop-up under the
Appearance section.
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Distributing the ServiceDesk documentation
Adding the ServiceDesk documentation to Document Management
Chapter
14
Performing administrative
tasks
This chapter includes the following topics:
■
Commands on the Admin menu
■
About application properties
■
About the ServiceDesk portal master settings
■
Creating user relationship types
Commands on the Admin menu
The Admin menu provides access to all the administrative functions that are
available in ServiceDesk. Only an administrator or other user who has the
appropriate permissions can access this menu.
The Admin menu consists of all the options that are available on the Admin page
in the ServiceDesk portal.
162
Performing administrative tasks
Commands on the Admin menu
Table 14-1
Commands on the Admin menu
Command
Subcommand
Description
Data
Lists/Profiles
Lets you add, edit, and delete profile definitions.
Profiles let you categorize data by adding customizable fields, which
you can use for further sorting of data. For example, you can set up
profile values of “hardware” and “OS” for incidents. When users enter
incidents in ServiceDesk, they can specify the hardware type and
operating systems that are involved in the incident. When technicians
analyze the data from multiple incidents, they can see patterns emerge.
These patterns may show them that they have a serious problem with
a certain hardware and OS combination that needs further
investigation.
Data
Application Properties Lets you add, edit, and delete application properties. Typically, you
define application properties as part of the installation configuration
process, but you can also work with them from the Admin area.
Application properties are a type of profile. Instead of hard-coding
the values that you use in workflow components, you can define
application properties to represent those values. You can use the
properties in multiple workflow components.
See “About application properties” on page 166.
Data
Document Type
Lets you add, edit, and delete document types.
The document type defines the file format of a document that is
imported to the Document Management system. The users who import
documents can specify the document type. However, users can import
files of types other than those that are defined.
Data
Data
Document Category
Type
Lets you add, edit, and delete document category types.
The document category type provides an additional means of grouping
and organizing the document categories. You can sort the category
display on the Documents page by document category type instead
of alphabetically.
HierarchyDataService Lets you add, edit, and delete incident categories and hierarchy items.
ServiceDesk uses categories to classify incidents. You can use
additional levels of classification items to further identify the
incidents. The main categories and the additional classification items
are referred to as the data hierarchy.
See “About incident categories and the data hierarchy” on page 124.
Performing administrative tasks
Commands on the Admin menu
Table 14-1
Commands on the Admin menu (continued)
Command
Subcommand
Description
Data
UserRelationshipType Lets you add, edit, and delete user relationship types.
User relationship types define the relationships that users can have
to other users and to groups. User relationship types can reflect that
one user is the manager of another, or that a user is a member of a
group.
You can base incident assignment on relationships. For example, an
incident is assigned to the support group. If the incident is not resolved
after two days, it is assigned to the most senior person in that group.
The assignment process only needs to know of the relationship to use
for assignment, not the specific users. Therefore, if the most senior
support worker changes, the assignments follows automatically.
Data
Profile Reference Type Lets you add or edit a profile reference type.
This option is available only if Workflow Solution is installed. You
might want to call support for assistance if you plan to change or add
profile reference types.
Profiles let you define data. When you set up a profile, you set up the
pieces of data that you want to see in different ServiceDesk items.
ServiceDesk items include articles, schedules, or documents. For
example, if you work with mortgage applications, you might want to
know the property address, assessed value, and other information on
the properties. Setting up profile reference types lets you define the
property-specific data that you want to see.
Data
Process Type Actions
Lets you add, edit, and delete process type actions and add actions to
process types.
Sending an email is a common example of an action that you may
want to include in multiple processes. When you create process type
actions, ServiceDesk sees x process type running, and adds y action
as an option whenever x process is running. Creating process type
actions adds an action in multiple places, without having to add the
action to each individual workflow.
Portal
Master Settings
Lets you configure the master settings for the ServiceDesk portal,
which determine the behavior of the ServiceDesk application software
and portal.
See “About the ServiceDesk portal master settings” on page 166.
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164
Performing administrative tasks
Commands on the Admin menu
Table 14-1
Commands on the Admin menu (continued)
Command
Subcommand
Description
Portal
Manage Pages
Lets you manage all the pages in the ServiceDesk portal. You can
import, edit, delete, export, and move pages up and down the menu
list. You can also add root pages and subpages, and make a root page
a subpage.
The ServiceDesk portal is a Web-based interface that provides access
to the ServiceDesk application software. Most of the work in
ServiceDesk is performed in a portal page or in a page that is accessed
from a portal page.
See “About the ServiceDesk portal” on page 141.
Portal
Plugin Upload
Lets you upload plugins, web parts, resources, or pages.
For example, you can create a workflow project that you can upload
as a plugin. You can create a workflow for the Document Management
process, which requires users to go through several steps before a
document is approved. You can load that workflow project into the
ServiceDesk portal as a plugin.
Portal
Web Parts Catalog
Lets you add new Web parts to the catalog, and edit and delete existing
Web parts.
Service Catalog
Settings
Not applicable
Lets you manage the Service Catalog items. You can set the permissions
on which ServiceDesk users, groups, and organizational units have
access to the specific forms. You can also edit, rename, create, and
delete Service Catalog items and categories, and modify Service Catalog
item attributes such as the form size.
Performing administrative tasks
Commands on the Admin menu
Table 14-1
Commands on the Admin menu (continued)
Command
Subcommand
Description
Users
Accounts
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 set
user relationships. In addition, you can set the user’s password,
enable or disable the user, add credit cards, transactions, and key
value pairs for the user.
■ List Permissions
Lets you add, edit, and delete permissions and view the users and
groups that are assigned a certain permission.
■ List Groups
Lets you add, edit, and delete groups, add users to groups, add
permissions to groups, and remove users from groups.
■ List Organizations
Lets you add, edit, and delete organizations, add users and
permissions to organizations, and remove users from
organizations.
■
Users
AD Users
Lets you view the current list of users in Active Directory and select
users to update.
Users
Manage Delegations
Lets you add and delete delegations for users.
AD Servers
Not applicable
Lets you add and manage Active Directory servers.
Reports
Cube Schedule List
Lets you configure the cube report schedules that determine which
cube reports are refreshed and how often they are refreshed.
Reports
Replication Schedule
List
Used with the Process Manager database replication.
Report Schedule List
Lets you configure the schedules that automatically execute and email
reports.
Reports
Lets you configure the replication schedules that specify the Process
Manager data to replicate and when to replicate it.
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Performing administrative tasks
About application properties
About application properties
ServiceDesk contains a set of default application properties named
ServiceDeskSettings, which the components in Workflow Designer and Workflow
Solution can use. The application properties are also referred to as profile
properties in the Workflow products.
A best practice in the Workflow products is to reference the application properties
instead of hard-coding values. If you need to change certain values, change them
on the Application Properties page in ServiceDesk.
For example, instead of hard-coding the group “Support II” in a component, you
can 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 automatically
reflected 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 multiple
ServiceDesk processes by defining an application property for the page’s URL.
When you add that property to ServiceDesk forms, the intranet link appears on
the pages that result from those forms.
The Application Properties page is available on the Admin menu.
See “Commands on the Admin menu” on page 161.
About the ServiceDesk portal master settings
The ServiceDesk portal master settings determine the behavior of the ServiceDesk
application software and portal.
The ServiceDesk portal master settings are established during the installation of
the ServiceDesk application software. You can use the default settings or you can
edit them as necessary. We recommend that you review the settings to familiarize
yourself 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 section
Password Expire Months, Register Fail e-mail address, and Security Question
1
■
Settings under the Workflow Settings section
Workflow Task Due Date and Workflow Task Late Date
Performing administrative tasks
Creating user relationship types
Do not change the settings for URLs or disable check boxes without fully
understanding the ramifications. Few organizations need to change that type of
information.
The portal master settings are arranged in sections. Expand each section to see
the settings that appear there.
Creating user relationship types
You can customize ServiceDesk so that process tickets can be assigned based on
relationships. For example, if an incident is not completed in time, it can escalate
from the original worker to that worker’s supervisor. The relationships can be
between 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 Add Relationship Type 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 organizational
units.
4
Click Save.
167
168
Performing administrative tasks
Creating user relationship types
Appendix
A
Default categories in
ServiceDesk
This appendix includes the following topics:
■
Default categories for incidents
■
Default classifications for problems
Default categories for incidents
ServiceDesk uses categories to classify incidents and route them to the appropriate
incident technician or queue. The category also helps sort incidents for reports.
ServiceDesk contains three levels of predefined incident categories, which you
can use immediately or edit to meet your organization’s requirements.
See “About incident categories and the data hierarchy” on page 124.
Table A-1
Default categories for incidents
Main category
Category level 2
Software
■
Operating System
■
Migration Failure
■
SW Delivery Failure
■
Deployment Failure
■
Other
Service
Email
Category level 3
■
Other
■
Can’t Send Email
■
Not Receiving Email
■
Email Won’t Run
170
Default categories in ServiceDesk
Default categories for incidents
Table A-1
Default categories for incidents (continued)
Main category
Category level 2
Category level 3
Hardware
Notebook
■
Memory
■
Modem
■
Machine Discovery
■
Disk
■
Docking Station
■
Network
■
Backup
■
NIC
■
Other
■
Employee
■
Fax
■
Other
■
Jammed
■
Out of Toner
■
Network
■
Backup
■
PC Personality
■
Memory
■
Disk
■
Office
■
Voice Mail Not Working
■
Other
■
Reset Voice Mail Pin
■
No Dial Tone
■
Can't Sync
■
Other
■
Disk
■
CPU or Blade
■
Other
■
Memory
Hardware
Keyboard
Hardware
Printer
Hardware
Drive
Hardware
Mouse
Hardware
Desktop
Hardware
Hardware
Hardware
Phone
Handheld
Server
Default categories in ServiceDesk
Default classifications for problems
Table A-1
Default categories for incidents (continued)
Main category
Category level 2
Hardware
Monitor
Category level 3
Microsoft Office
Network
■
No Connection
Can’t Access Some
Resources
■ Other
■
Internet
How To
■
Can’t Browse Web
■
Other
■
Access Email
■
Use Handheld
■
Other
■
Recover Deleted Files
■
View Email Attachment
■
Install Printer Drivers
■
Access the Web
Default classifications for problems
During the initial problem analysis, the problem analyst can select a classification
for the problem. Depending on the classification that the analyst selects, additional
levels of classifications might be available.
ServiceDesk contains predefined problem classifications, which can be used
immediately or edited to meet your organization’s requirements.
Table A-2
Default classifications for problems
Main classification
Classification level 2
Classification level 3
Email
■
Other
■
Can’t Send Email
■
Not Receiving Email
■
Email Won’t Run
Microsoft Office
Service
171
172
Default categories in ServiceDesk
Default classifications for problems
Table A-2
Default classifications for problems (continued)
Main classification
Classification level 2
Software
■
Operating System
■
Other
■
SW Delivery Failure
■
Migration Failure
■
Deployment Failure
Hardware
Monitor
Hardware
Keyboard
Hardware
Notebook
Hardware
Mouse
Hardware
Desktop
Hardware
Office
Hardware
Printer
Hardware
Server
Classification level 3
■
Memory
■
Modem
■
Machine Discovery
■
Disk
■
Docking Station
■
Network
■
Backup
■
NIC
■
Other
■
Employee
■
Fax
■
Network
■
Backup
■
PC Personality
■
Memory
■
Disk
■
Jammed
■
Out of Toner
■
Other
■
Disk
■
CPU or Blade
■
Other
■
Memory
Default categories in ServiceDesk
Default classifications for problems
Table A-2
Default classifications for problems (continued)
Main classification
Classification level 2
Classification level 3
Hardware
Phone
■
Voice Mail Not Working
■
Other
■
Reset Voice Mail Pin
■
No Dial Tone
■
Can’t Sync
■
Other
Hardware
Handheld
Hardware
Drive
Internet
■
Can’t Browse Web
■
Other
■
No Connection
Network
Can’t Access Some
Resources
■ Other
■
How To
■
Access Email
■
Use Handheld
■
Other
■
Recover Deleted Files
■
View Email Attachment
■
Install Printer Drivers
■
Access the Web
173
174
Default categories in ServiceDesk
Default classifications for problems
Index
A
C
category
incident. See incident category
migrating from Helpdesk Solution 114
problem. See problem category
CI. See configuration item
classification of incidents. See incident category
classification of problems
defaults 171
client computers
requirements 49
close codes
customizing 120
CMDB
about 27
populating 50
components of ServiceDesk 17
configuration
during ServiceDesk installation 84
re-running 98
servers 47
ServiceDesk application software 118
configuration item
about 27
adding to CMDB 50
Configuration Management Database. See CMDB
configuration settings file
creating 97
using 88
context-sensitive help 19
core processes 25
credentials
Notification Server 70
Customer Satisfaction Survey
about 145
customizing 145
customized
form 143
ServiceDesk portal page 143
CAB approval percentage
changing 123
D
Active Directory
mapping groups 95
server 77
synchronization 137
users added to ServiceDesk 138
using with ServiceDesk 137
Active Directory authentication
about 137
selecting 76
AD. See Active Directory
Admin menu. See Admin page
Admin page
commands 161
administrator
creation 88
Advanced Cube Reporting 73
analysis database
about 19
setup 73
application properties
about 166
ASPNET account 74
authentication
Active Directory 76
mixed mode 137
native 76
selecting 75
automatic escalation
enabling 95
B
business hours
about 130
setting 122
data from Helpdesk Solution. See Helpdesk Solution
176
Index
data hierarchy 124
See also incident category
about 124
defaults 169
database
analysis 19
Ensemble 18
EnsembleAnalysis 19
EnsembleReplication 132
Process Manager 18
replication 132
ServiceDesk 18
database replication for ServiceDesk. See replication
database
delegation of tickets
managing 165
documentation
about 19
adding to Document Management 158
from File Browser Web part 157
from Help link 155
from Links Web part 156
making available 153
E
email
customizing 147
settings 91
email monitoring
configuring 150
installation settings 92
email notifications
automatic 148
contents 149
enabling 95
process-driven 148
Ensemble database. See Process Manager database
EnsembleAnalysis. See analysis database
EnsembleReplication database. See replication
database
error log for installation 81
escalation
automatic. See automatic escalation
F
Follow the Sun routing
about 131
setting 122
force primary contact 94
form
customizing 143
G
group
about 136
definition 136
mapping to Active Directory 95
permissions. See group permissions
group permissions
about 136
H
help
context-sensitive 19
Helpdesk Solution
about data migration 109
category migration 114
incident migration 111
knowledge base migration 110
shutting down 114
upgrading to ServiceDesk 40
working incidents in ServiceDesk 113
hierarchy
see data hierarchy 124
holidays
about 130
setting 122
I
impact of incident
about 125
defaults 126
inbound mail
settings 91
incident category 124
See also data hierarchy
about 124
defaults 169
migrating from Helpdesk Solution 114
incident impact. See impact of incident
Incident Management
configuration 94
incident migration
migrated data 113
migrating 111
working migrated incidents 113
Index
incident priority. See priority
incident timeout
customizing 122
incident urgency. See urgency of incident
Information Technology Infrastructure Library. See
ITIL
installation
about 35
components 88
custom 88
information required 52
location 67
preview 97
process 37, 39
process for ServiceDesk solution software 56
re-running 98
scenarios 35
screen capture utility 105
server requirements 43
ServiceDesk application software 56, 59
ServiceDesk solution software 56
summary 97
system check 80
upgrading 40
Workflow Designer 62
installation file
screen capture utility 108
ServiceDesk application software 58
installation settings file
saving 67, 81
using 60
ITIL
about 24
process configuration 93
K
knowledge base item
migrating from Helpdesk Solution 110
L
licensing for ServiceDesk 29
lists/profiles 162
log of warnings and errors 81
M
mail settings 91
manage delegations 165
manage pages 164
master settings
about 166
menu bar 142
migration from Helpdesk Solution
about 109
categories 114
incident data 113
incidents 111
knowledge base items 110
methods 110
MIME type
RDP 124
monitoring email. See email monitoring
N
native authentication
about 137
selecting 76
notification email
automatic 148
contents 149
enabling 95
process-driven 148
Notification Server computer
configuration options 47
credentials 70
requirements for ServiceDesk 44
O
object relational mapper. See Symbus ORM
OLA. See Operating Level Agreement (OLA)
Operating Level Agreement (OLA) 128
organization
definition 136
organizational unit. See organization
outbound mail settings 91
P
permissions
about 135
group. See group permissions
persistence. See workflow persistence
plugin upload 164
portal. See ServiceDesk portal
portal page
about 141
customizing contents 143
managing 164
177
178
Index
preview installation 97
primary contact
forcing for incidents 94
priority
about 125
defaults 126
how it is calculated 127
problem category
customization 123
problem classification
defaults 171
process
about 23
predefined 25
ServiceDesk core 25
Process Manager authentication
Active Directory 76
mixed mode 137
native 76
selecting 75
Process Manager database 18
See also replication database
about 18
configuration 71
connection 71
replicating 132
system accounts 74
Process Manager virtual directory 75
process type actions 163
profile
managing 162
profile reference type 163
R
re-run installation 98
relationship type
about 163
creating 167
Release Notes 19
remote control through RDP 124
replication database 132
See also Process Manager database
about 132
configuration 72
creation 72
setting up 102
reporting database. See analysis database
round robin routing
settings 93
routing incidents
Follow the Sun 131
rule customization 121
S
sample data installation 96
screen capture utility
about installation 105
downloading installation file 108
installing with Package Delivery 107
security 135
server
Active Directory 77
configuration options 47
installation requirements 43
Notification Server computer 44
requirements 43
ServiceDesk 44
SQL 46
Symantec Management Platform 44
server roles 65
Service Catalog
about 132
service item
about 132
Service Level Agreement (SLA)
about 128
default time frames 130
time frames 129
ServiceDesk
application software. See ServiceDesk
application software
configuration. See ServiceDesk configuration
database. See Process Manager database
initial configuration 84
licenses 29
portal. See ServiceDesk portal
portal page. See portal page
settings. See ServiceDesk settings
solution. See ServiceDesk solution software
ServiceDesk application software
about 17
downloading installation file 58
installation process 56
installing 59
ServiceDesk configuration
about 118
during ServiceDesk installation 84
prerequisites 118
Index
ServiceDesk configuration (continued)
what to configure 119
ServiceDesk portal
about 141
authentication 75
master settings. See master settings
pages. See portal page
screen elements 142
shortcuts 75
ServiceDesk server
about 44
configuration options 47
connection configuration 68
requirements 44
ServiceDesk server computer
adding to Administrators group 49
ServiceDesk settings
about 118
configuring 119
ServiceDesk Solution
console page 32
ServiceDesk solution software
about 31
accessing console page 32
installing 56
settings file
configuration 88, 97
installation 60, 67, 81
SIM. See Symantec Installation Manager
SLA. See Service Level Agreement (SLA)
SQL server
configuration options 47
requirements 46
Symantec Installation Manager 50
Symantec Management Platform 43
Symantec Management Platform products
installation 50
Symbus Object Relational Mapper. See Symbus ORM
Symbus ORM 79
synchronize Active Directory 137
system accounts 74
system check 80
system requirements
Notification Server computer 44
ServiceDesk client computers 49
ServiceDesk server 44
SQL server 46
T
tab bar 142
task
about 23
ticket
about 23
time frames for SLA
about 129
defaults 130
timeout for incidents
customizing 122
U
upgrade from Helpdesk Solution 40
upload plugin 164
urgency of incident
about 125
defaults 126
user
definition 136
from Active Directory 138
user accounts 165
user relationship type
about 163
creating 167
user welcome message 75
W
warning log for installation 81
welcome message 75
workflow
about 23
Workflow Designer
about 28
installing 62
settings 69
workflow persistence 78
Workflow Server
about 29
Workflow Solution
about 28
179
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