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  • 1.  ServiceDesk configuration so that two departments can use

    Posted Aug 09, 2017 11:53 AM

    How can ServiceDesk be configured so that two distinct units within our college can use it?  We are underusing, relatively new to ServiceDesk.  The IT department - obviously - will have their own settings, incident types and business hours.  The other department, our Facilities Management department, has their own business hours, incident types, processses and settings.  How is this setup?  Both departments service the same population, buildings, rooms, etc. 

    I heard from another college in the area, that they stopped using ServiceDesk because it isn't flexible enough - same scenario, of two different departments.  Has ANYONE out there have the same situation.  And if you do,  can I pick your brain for information on how you customized ServiceDesk to meet your needs.



  • 2.  RE: ServiceDesk configuration so that two departments can use

    Posted Aug 10, 2017 04:07 AM

    Configuring ServiceDesk
    https://support.symantec.com/en_US/article.HOWTO84460.html

    You can create different sets of Business Hours and then configure them to be used by your various SLAs.

    Configuring business hours
    https://support.symantec.com/en_US/article.HOWTO84465.html#v24204812

    You could modify the Create Incident, one for each Department and have it route to a given team or add a certain Classification which then can trigger the SLAs.

    Then set permissions on the Service Catalog page to only allow certain users to see it.

    Incident Types will be tricky, I'll have a think on that. This uses a shared set of Application Profile Properties which would be seen by all.

    Population can be from AD, Buildings and Rooms pulled from the SMP so that can all be shared.