User manual SYMANTEC SERVICEDESK 7.0 MR2 CUSTOMIZATION GUIDE V1.0

[. . . ] SYMANTEC® ServiceDesk Customization Guide 7. 0 Symantec ServiceDesk 7 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 3, revised 6 May 2010 Legal Notice Copyright © 2010 Symantec Corporation. Symantec, the Symantec Logo, and Altiris are trademarks or registered trademarks of Symantec Corporation or its affiliates in the U. S. The product described in this document is distributed under licenses restricting its use, copying, distribution, and decompilation/reverse engineering. [. . . ] There are two SLA levels identified, an Emergency SLA level and a Basic SLA level. Within each level is an "Add New Data Element" component that sets the SLA requirements timespans. Open the respective "Add New Data Element" component to edit. At this level, there is a late time span (the time that, when exceeded, denotes the task and the subsequent SLA as late), and a warn time span (the time that, when reached, at initiates a warning that the SLA deadline is approaching). These values will be the overall SLA values, meaning that the levels of approval/action within the 2. 4. Symantec® ServiceDesk Customization Guide 7. 0 34 lifespan of the entire process will be within the overall SLA time. To change the timespans within individual SLA levels, select the respective level and click Edit. Make adjustments to the timespans that make sense for the SLA level, and based on the Set the Late Time Span and Warn Time Spans set at the overall level. To configure SLAs by customer name, location, contact, or equipment name, etc. In the SD. DataServices project, open the Setup SLA Requirements model. You want to replicate: The component that checks for the piece of information against which the SLA will be applied, The Matches Rule, The "Add New Data Element" components (or only one, if only one track is desired). Add the Matches Rule either before the priority level evaluation or after, depending on what is more important to evaluate first. The "no match" path of the component should connect to the original "Add New Data Element" component. If you need several SLAs, it may make sense to create new models for each, then use SD. DataServices > Setup SLA Requirements so it makes a call to the appropriate model. Or use a decisioning component to handle which SLA to use. To enable incidents to time out more than once 1. Open the SD. IncidentManagement project, and navigate to the Set Timeout Date model. Please see Editing the Core ITIL Processes (page 18) if this is the first time opening Incident Management from its package; there is an important, required step regarding unpacking. Copy and paste the "Set Date Far into the Future" End component and place it after the "Has Timed Out Before?" True False Rule component. Connect the true path out of the "Has Timed Out Before?" True False Rule component to the "Add Process Message" component. Connect the "Add Process Message" component to the new End component. 2. 4. Set Business Hours & Holidays Business hours and organization holidays can be set at three levels within Symantec Workflow: Globally, using the Business Timespan Editor tool (Start > All Programs > Altiris > Workflow Designer > Tools > Business Timespan Editor) Project-level Component-level, in workflow projects Determine which level(s) need configuration based on your business locations and SLA policy. For multiple geographic locations, Symantec recommends getting a consultant's help. Symantec® ServiceDesk Customization Guide 7. 0 35 On a global level, business hours and holidays can be set via the Business Time Span Editor, which is one of the tools installed with Workflow Solution and ServiceDesk. These global business hour settings are then picked up and used as the default settings by every new workflow and monitoring project that is created. The project level represents the second level of business hour and holiday settings. [. . . ] The information provided in this section will help you understand the different methods used to configure ServiceDesk servers to achieve optimal performance and user experience from the basic parts of the product. ServiceDesk 7 always requires: 1. SQL Server Database 2. Notification Server 7 with CMDB Solution These prerequisites should be installed on a separate server and each of the configurations described in this document assume this. Symantec® ServiceDesk Customization Guide 7. 0 64 ServiceDesk 7 Configurations ServiceDesk 7 is a memory-intensive, high volume transactional system. The minimum requirements for a ServiceDesk 7 are: Windows Server 2003 64 bit 16 GB RAM It is always best to run SQL Server for ServiceDesk on a separate server. There are additional software requirements that are outlined in the ServiceDesk Implementation Guide 7. 0. ServiceDesk 7 Simple The most basic ServiceDesk 7 installation puts all of the services and processing for ServiceDesk 7 on a single application server. [. . . ]