User manual SYMANTEC SERVICEDESK 7.0 CUSTOMIZATION GUIDE

[. . . ] 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 4, revised 28 October 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. [. . . ] 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. Although initially drawn from the global settings, the business hours can be modified on project-by-project by basis, if necessary. The project level settings can be found on the project attributes screen under the Publishing tab and labeled "Business Time Span Config. " The ability to incorporate business hours respective to individual projects may be beneficial, for example, if an organization has a department that operates through the weekend while the majority of other departments operate only during the business week. Finally, business hours can be further customized at the component level (within workflow projects only). On their own, the business hour settings do not affect the way a workflow project is executed. But when appropriate they may be incorporated at the component level to allow or prevent certain actions from occurring based on established business hours. A very common example is the consideration of weekends and holidays when establishing timeout and escalation rules, and in the Emergency track of the default SLA. Below you see a screenshot taken during configuration of a Dialog Workflow component. The dialog box pictured is used to set up the proper timeout and escalation schedules for this activity. There are four settings which look to the business hours to ensure proper execution: Allow End Time To Fall Outside Business Hours Skip Weekends Symantec® ServiceDesk Customization Guide 7. 0 36 Skip Holidays Business Time Span Config Usage Using "Allow End Time To Fall Outside Business Hours" establishes that a process can auto-escalate or timeout between workdays even if the critical time threshold is reached outside of normal business hours (i. e. for most businesses this effectively means that an activity can escalate or timeout overnight). "Skip Weekends" and "Skip Holidays" ensures that only business days are counted in the escalation/timeout process. Finally, the drop-down box labeled "Business Time Span Config Usage:" is used to specify whether the component should look to the global business hour settings, the project settings, or the custom settings on this component itself. Set Up "Follow the Sun" The SD. FollowTheSun project is where groups to assign to an incident are defined when the incident is marked to "follow the sun. " In the primary model of this project, it is necessary to: Verify/change the default time of day evaluation (set in increments of six hours by default) Establish location names that would cause an incident to move for each time range (edit the "Build List of Locations to Move" Add New Data Element components) Establish group assignment for each location (edit the "Build List of New Group Assignments" Add Items to Collection components) Verify/change the value of the "Set New Task Duration in Hours" Add New Data Element component (default value is six hours) Each of these items to configure is pointed out within the model. Change the Frequency of the Customer Service Satisfaction Survey In Service Desk, a task is assigned to the customer after his/her incident is resolved. On picking the "Issue Resolved" path in the Confirm Incident Resolved form, the process hits the Random Rule component. By default, this Random Rule component is set to 100, meaning the customer satisfaction survey is sent after every incident is confirmed as resolved by an end-user. [. . . ] It should be based on SQL Server Database and Use Process Manager Settings to connect. Wait for the Workflow environment and ServiceDesk to completely install before continuing. Just cancel out of the installation at this point. Symantec® ServiceDesk Customization Guide 7. 0 65 7. Open the local machine settings on the primary application server by right clicking the task tray application and selecting Settings. If the task tray app is not there, you can launch it from the Workflow Designer -> Tools program group. [. . . ]