Workflow and ServiceDesk Community

Table Of Contents

• Rulesets
• Email Templates 
• SLA Levels 
• SLA Escalations 
• SLA Milestones 
• Data Mapping

Admin | Process Automation | [Choose Service] | Service Dashboard

Manage Data Mapping

Some Data Mapping is already configured in the base install, you can amend to your own requirements and add your own.

You can add/amend these via the Action

Then Edit/Remove and Add Mapping Values.

You can also update the Mapping Name.

This can be any two Keys and a Value.

Videos

ServiceDesk Configuration: Data Mapping and Routing Rules
https://www.symantec.com/connect/videos/servicedesk-configuration-data-mapping-and-routing-rules

This video will cover how to setup data mapping in ServiceDesk and utilize those mapping tables as part of Routing Rule sets.

If you prefer a written Article to a video see the transcription below:

If we check "INCIDENT-MGMT"

For the Data Mapping there will be 3 Tables.

• Impact/Urgency Matrix
• Routing Table: Classification
• Routing Table: Location

Start with the Impact/Urgency Matrix and click on the Lightning bolt then  Edit Data Mapping.

There are two Keys 1 is for Urgency and 2 is for Impact then a value. There are default ones set up from install.

Key1	Urgency
Key2	Impact

Example

Key1	Key2	Value
Non-Urgent Service	Single User	Low
Support Service	Small Group or VIP	Normal
Core Business Service	Department/LOB/Branch	Emergency

You can amend these to how your Company works.

This will then be available to you in the Incident

The next one is Classification which is empty by default.

Key1 is the Category.

            Hardware.Mobile

These are split by a “.”

It covers all sublevels if you don’t specify one.

So “Hardware.Mobile.iPhone” and “Hardware.Mobile.Andriod” would be covered by “Hardware.Mobile”.

The Value is the name of the Queue, choose one then Save and Close this.

Key1	Hardware.Mobile
Value	Mobile Queue

We can now use this in a Ruleset.

Back on the left hand side click Manage Rulesets.

We want to expand the Ruleset: OnIncidentReceived

Click on the  Lightning bolt and then  Add Rule.

Now click Add Group -> Add Condition, From the dropdown choose “Classification” and “Is Set” then click on +.

Now in the Actions section we want to add an action of “Route Incoming Incident” -> “Using Category Routing Table” -> “Routing Table: Classification” +.

Finally click Save.