Additional ServiceDesk Configurations

After you configure ServiceDesk, you may want to perform some additional configurations before you introduce ServiceDesk into your production environment.
Additional configuration tasks you can perform
Action
Description
Create incident templates.
In Incident Management, incident templates are special incident forms containing predefined, standard values for common issues. Using templates speeds the entry of incidents and helps to standardize and increase the accuracy of the incident information.
Create incident templates for any issues that are reported frequently. You can edit and update them at any time.
Create incident subtask templates.
In Incident Management, incident subtask templates are special incident forms containing predefined, standard values for common issues. Using subtask templates speeds the subtask assignment process and helps to standardize and increase the accuracy of the information.
Create change request templates.
In Change Management, change templates are special change forms containing predefined, standard values for common issues. Using templates speeds the entry of changes and helps to standardize and increase the accuracy of the change request information.
Create and edit reports.
You can customize the ServiceDesk reports in the following ways:
  • You can copy a report and edit the copy to quickly create a new report.
  • You can use a wizard interface to create new reports, which eliminate the need to use SQL for report creation
  • You can add a report to any Process Manager portal page or dashboard, and you can define the size and placement of the report.
  • You can optimize your reports on the Process Manager portal pages to improve the performance of the Process Manager.