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Symantec ServiceDesk 8.5User Guide
Symantec ServiceDesk 8.5 User GuideDocumentation version:PN:Legal NoticeCopyright 2018 Symantec Corporation. All rights reserved.Symantec, the Symantec Logo, the Checkmark Logo and are trademarks or registered trademarks ofSymantec Corporation or its affiliates in the U.S. and other countries. Other names may be trademarksof their respective owners.This Symantec product may contain third party software for which Symantec is required to provide attributionto the third party (“Third Party Programs”). Some of the Third Party Programs are available under opensource or free software licenses. The License Agreement accompanying the Software does not alter anyrights or obligations you may have under those open source or free software licenses. Please see theThird Party Legal Notice Appendix to this Documentation or TPIP ReadMe File accompanying this Symantecproduct for more information on the Third Party Programs.The product described in this document is distributed under licenses restricting its use, copying, distribution,and decompilation/reverse engineering. No part of this document may be reproduced in any form by anymeans without prior written authorization of Symantec Corporation and its licensors, if any.THE DOCUMENTATION IS PROVIDED "AS IS" AND ALL EXPRESS OR IMPLIED CONDITIONS,REPRESENTATIONS AND WARRANTIES, INCLUDING ANY IMPLIED WARRANTY OFMERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE OR NON-INFRINGEMENT, AREDISCLAIMED, EXCEPT TO THE EXTENT THAT SUCH DISCLAIMERS ARE HELD TO BE LEGALLYINVALID. SYMANTEC CORPORATION SHALL NOT BE LIABLE FOR INCIDENTAL OR CONSEQUENTIALDAMAGES IN CONNECTION WITH THE FURNISHING, PERFORMANCE, OR USE OF THISDOCUMENTATION. THE INFORMATION CONTAINED IN THIS DOCUMENTATION IS SUBJECT TOCHANGE WITHOUT NOTICE.The Licensed Software and Documentation are deemed to be commercial computer software as definedin FAR 12.212 and subject to restricted rights as defined in FAR Section 52.227-19 "Commercial ComputerSoftware - Restricted Rights" and DFARS 227.7202, et seq. "Commercial Computer Software andCommercial Computer Software Documentation," as applicable, and any successor regulations, whetherdelivered by Symantec as on premises or hosted services. Any use, modification, reproduction release,performance, display or disclosure of the Licensed Software and Documentation by the U.S. Governmentshall be solely in accordance with the terms of this Agreement.
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Symantec SupportAll support services will be delivered in accordance with your support agreement and thethen-current Enterprise Technical Support policy.Knowledge Base Articles and Symantec ConnectBefore you contact Technical Support, you can find free content in our online Knowledge Base,which includes troubleshooting articles, how-to articles, alerts, and product manuals. In thesearch box of the following URL, type the name of your product:https://support.symantec.comAccess our blogs and online forums to engage with other customers, partners, and Symantecemployees on a wide range of topics at the following URL:https://www.symantec.com/connectTechnical Support and Enterprise Customer SupportSymantec Support maintains support centers globally 24 hours a day, 7 days a week. TechnicalSupport’s primary role is to respond to specific queries about product features and functionality.Enterprise Customer Support assists with non-technical questions, such as license activation,software version upgrades, product access, and renewals.For Symantec Support terms, conditions, policies, and other support information, trefTo contact Symantec Support, see:https://support.symantec.com/en US/contact-support.html
ContentsSymantec Support . 4Section 1Introducing ServiceDesk . 19Chapter 1Introducing ServiceDesk . 20About ServiceDesk . 20What you can do with ServiceDesk . 21How ServiceDesk works . 23Chapter 2Understanding ServiceDesk concepts . 26Components of ServiceDesk .How Process IDs work .About cascading relationships among process tickets .About configuration items .About ServiceDesk and the Configuration Management Database(CMDB) .About ServiceDesk licenses .Chapter 3262829303031Introducing ServiceDesk solution software . 33About ServiceDesk Solution software . 33Accessing the ServiceDesk Solution Console page . 34Viewing the ServiceDesk changes, incidents, or problems that areassociated with a resource . 34Section 2Working in the Process Managerportal . 37Chapter 4Introducing the Process Manager portal . 38About the Process Manager portal .Logging on to the Process Manager portal .Default Process Manager portal pages .Admin page .39404144
ContentsCalendar page .Discussions page .Documents page .Home page .Knowledge Base page .My Task List page .Quick Search page .Reports page .Submit Request page .Technician Dashboard page .Options for changing the contents of the Technician Dashboardpage .Tickets page .Workflow page .Chapter 5Chapter 644454648495051525354555557Managing portal pages . 60Exporting a Process Manager portal page .Importing a Process Manager portal page .Rearranging the sequence of Process Manager portal pages .Deleting Process Manager portal pages .Disabling and enabling Process Manager portal pages .6061616263Customizing the contents of Process Managerportal pages .65About customizing the contents of Process Manager portalpages .Setting your opening portal page .Enabling the customization of a Process Manager portal page .Customizing a Process Manager portal page (administrator) .Customizing your Process Manager portal pages(non-administrator) .Options on the Site Actions drop-down list .Adding a Web part to a Process Manager portal page .Editing or deleting a Web part on a Process Manager portal page .Sharing a Process Manager portal page .Customizing a Process Manager portal page list .Options for customizing a Process Manager portal page list .Changing the report for a Process Manager portal page list .6666676768697172737475776
ContentsChapter 7Working in the Process View . 78About the Process View page .Process View page (Incident Management) .Process View page (Problem Management) .Process View page (Change Management) .About actions and smart tasks on the Process View pages .About Process Type Actions on the Process View pages .Adding Process Type Actions .Editing Process Type Actions .Deleting Process Type Actions .Chapter 8787982858889919395Performing common actions in the ProcessManager portal . 96Setting permissions . 96Picking a user . 97Capturing a screen image . 98Screen Capture icons . 100Changing your password . 102Chapter 9Active Directory self-service catalog . 104About the Active Directory Self Service Catalog . 104Requesting an Active Directory password reset . 104Requesting access to an Active Directory network share . 105Section 3Managing incidents . 107Chapter 10Introducing Incident Management . 108About Incident Management .About the Incident Management process .Incident statuses .Roles in Incident Management .Sources of ServiceDesk incidents .Email notifications from Incident Management .Process View page for incidents .Chapter 11108109112113113114115Submitting incidents (user method) . 119Reporting an incident in ServiceDesk . 119Submitting an incident by email . 121Create a New Incident page . 1217
ContentsAttaching a file to a new incident .Attach File to Incident dialog box .Capturing a screen image in an incident .Finding and reviewing your incidents .Confirming an incident’s resolution .Reviewing and closing a resolved incident and submitting feedbackon an incident resolution .Reopening an incident .Chapter 12140142142144145Resolving incidents . 146Resolving an incident from the advanced incident form .Resolving an incident from a task .Incident Response page .Scheduling an incident for later (postponing) .Reopening a postponed incident .Creating a problem ticket from an incident .Submit Problem page .Creating a change request from an incident .Closing multiple incidents .Chapter 15130131132133134137138139Creating incidents from user emails . 140About the creation of incidents from emails .Classifying incident email submissions .Email Classification page .Set Incident Priority page .Search for Related Processes page .Chapter 14128129Submitting incidents (technician method) . 130About advanced incidents .About incident templates .Creating an incident for a user with the advanced incident form .Creating an incident from a template .Create Incident page: advanced form .Resolution page .Creating an incident template .Incident Template page .Chapter ng incident subtasks . 155About subtasks . 155About subtask templates . 156Creating a subtask for an incident . 1568
ContentsCreating a subtask from a template .Create Subtasks page .Create Subtask page .Creating subtask templates from the incident's Process Viewpage .Creating subtask templates .Editing subtask templates .Deleting subtask templates .Chapter 16157157158159160161162Managing incident service queues . 163Creating incident service queues . 163Editing incident service queues . 164Deleting incident service queues . 166Chapter 17Managing email templates . 167Creating email templates for Incident Management .Editing email templates for Incident Management .Deleting email templates for Incident Management .Adding a link to the incident ticket in an email template .Chapter 18167169171172Routing and escalating incidents . 174About incident routing and escalation .About the Incident Management Automation rules .Incident Management Process Automation rules components .Incident Management automation rules rulesets .Incident Management automation rules conditions .Incident Management automation rules actions .Configuring new automation rules for Incident Management .Sending an email To Task Assignees .174175176177179184187189Section 4Managing changes . 193Chapter 19Introducing Change Management . 194About Change Management .About the Change Management process .Change Management process: Planned state .Change Management process: Received State .Change Management process: Reviewed state .Change Management process: Closed state .Actions in the Change Management process states .1951961971981992002019
ContentsConfiguring Change Management .Change request rulesets .Configuring change request rulesets .Creating email templates for Change Management .Editing email templates for Change Management .Deleting email templates for Change Management .About the roles in Change Management .Chapter 20Submitting change requests . 214Sources of change requests .Requesting a change .About change templates .Creating a new change template .Editing a change template .Deleting a change template .Using a change template .Chapter ling and planning changes . 222Scheduling the implementation of a change plan . 222Chapter 22Approving and implementing changes . 226Initiating a vote on a change .Monitoring a vote on a change .Canceling the vote on a change .Voting on a change (CAB) .Approving a change (change manager) .Closing a change request ticket .226227227228229230Section 5Managing pro
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