Difference between revisions of "Service Desk Library"

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__NOTOC__
 
__NOTOC__
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[[:Category:Service_Desk|Browse the Service Desk Categories]]
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{| width="100%"
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|- align="center"
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|
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[[Service Desk History]]  |  
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[[Service Desk FAQ]] |
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[[Help:Contributing To The Wiki|How to Contribute to the SDU Wiki]]
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|-
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|}
  
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= [[:Category:First Things First|'''First Things First''']] =
 
  
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[[Recommendations for those new to Service Desk]] | [[Things to consider before deploying]]
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{| width="100%"
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|-
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! colspan=2|'''<font size="3">Getting Started</font>'''
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|-
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| width="50%" align="left" style="vertical-align:top;" |
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*[[:Category:Best Practices|Best Practices]]
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*[[Recommendations for those new to Service Desk]]
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| width="50%" align="left" style="vertical-align:top;" |
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*[[Things to consider before deploying]]
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|-
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|}
  
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= [[:Category:Installation|'''Installation''']] =
 
  
−
[[Migrating 6.0 to r11]] | [[Patches]]
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{| width="100%"
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|-
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! colspan=2|'''<font size="3">Installation</font>'''
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|-
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| width="50%" align="left" style="vertical-align:top;" |
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*[[Migrating 6.0 to r11]]
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*[[Patches]]
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| width="50%" align="left" style="vertical-align:top;" |
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*[[Steps to building a R11.2 Test System]]
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*[[Architecture of SDMr12.2]]
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|-
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|}
  
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= [[:Category:Configuration|'''Configuration''']] =
 
  
 
{| width="100%"
 
{| width="100%"
 
|-
 
|-
−
|
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! colspan=3|'''<font size="3">Configuration</font>'''
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|-
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| width="34%" align="left" style="vertical-align:top;" |
 
*[[Archive & Purge]]
 
*[[Archive & Purge]]
 
*[[Attachments Library]]
 
*[[Attachments Library]]
 
*[[Auto-Assignment]]
 
*[[Auto-Assignment]]
 
*[[Change Impact Analyzer]]
 
*[[Change Impact Analyzer]]
−
|
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*[[Configuration Items]]
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| width="33%" align="left" style="vertical-align:top;" |
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*[[Data Partitions]]
 
*[[Events and Macros]]
 
*[[Events and Macros]]
 
*[[Notifications]]
 
*[[Notifications]]
 
*[[Options Manager]]
 
*[[Options Manager]]
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*[[Root Cause]]
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| width="33%" align="left" style="vertical-align:top;" |
 
*[[Scoreboard]]
 
*[[Scoreboard]]
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|
 
 
*[[Security]]
 
*[[Security]]
 
*[[Service Contract]]
 
*[[Service Contract]]
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|}
 
|}
  
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= [[:Category:Customization|'''Customization''']] =
 
  
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[[Schema Changes]] | [[Screen Changes]] | [[Spel Reference Guide]] | [[Sample Customizations]]
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{| width="100%"
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|-
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! colspan=2|'''<font size="3">Customization</font>'''
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|-
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| width="50%" align="left" style="vertical-align:top;" |
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*[[Object Changes]]
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*[[Object Triggers]]
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*[[Sample Customizations]]
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| width="50%" align="left" style="vertical-align:top;" |
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*[[:Category:Schema Changes|Schema Changes]]
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*[[Screen Changes]]
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*[[Spel Reference Guide]]
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|-
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|}
  
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= [[:Category:Integration|'''Integration''']] =
 
  
−
=== CA Applications ===
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{| width="100%"
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|-
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! colspan=2|'''<font size="3">Integration</font>'''
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|-
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| colspan=2|'''CA Applications'''
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----
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|-
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| width="50%" align="left" style="vertical-align:top;" |
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*[[Integrating Service Desk with CA Change Management Integration|CA Change Management Integration with Clarity and Harvest]]
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*[[Integrating Service Desk with CA Desktop Management Suite|CA Desktop Management Suite]]
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*[[Integrating Service Desk with CA Workflow|CA Workflow]]
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*[[Integrating Service Desk with CA CMDB|CA CMDB]]
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*[[Integrating Service Desk with CA SupportBridge Solutions|CA SupportBridge Solutions]]
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*[[Integrating Service Desk with CA Workflow|CA Workflow]]
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| width="50%" align="left" style="vertical-align:top;" |
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*[[Integrating Service Desk with Unicenter Asset Management|Unicenter Asset Management]]
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*[[Integrating Service Desk with Unicenter Asset Portfolio Management|Unicenter Asset Portfolio Management]]
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*[[Integrating Service Desk with Unicenter NSM|Unicenter NSM]]
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*[[Integrating Service Desk with Unicenter Remote Control|Unicenter Remote Control]]
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*[[Integrating Service Desk with Unicenter Software Delivery|Unicenter Software Delivery]]
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*[[Integrating Service Desk with Unicenter Knowledge Tools|Unicenter Knowledge Tools]]
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*[[Integrating Service Desk with CA SPECTRUM|SPECTRUM NFM]]
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|-
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| colspan=2|<br>'''Non-CA Applications'''
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----
 +
|-
 +
| width="50%" align="left" style="vertical-align:top;" |
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*[[Integrating Service Desk with Microsoft SMS|Microsoft SMS]]
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| width="50%" align="left" style="vertical-align:top;" |
 +
*[[Integrating Service Desk with Peoplesoft|Peoplesoft]]
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|-
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| colspan=2|<br>'''Custom Integrations'''
 +
----
 +
|-
 +
| width="50%" align="left" style="vertical-align:top;" |
 +
*[[Command-Line Interface]]
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*[[URLS for Computer Telephony Integration (CTI)|Computer Telephony Integration (CTI)]]
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*[[LDAP Integration]]
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*[[Maileater]]
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| width="50%" align="left" style="vertical-align:top;" |
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*[[Portal Integration]]
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*[[Single Sign-on]]
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*[[Web Services]]
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|-
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|}
  
−
[[Integrating Service Desk with CA Change Management Integration|CA Change Management Integration with Clarity and Harvest]] |
 
−
[[Integrating Service Desk with CA Desktop Management Suite|CA Desktop Management Suite]] |
 
−
[[Integrating Service Desk with CA Workflow|CA Workflow]] |
 
−
[[Integrating Service Desk with CA CMDB|CA CMDB]] |
 
−
[[Integrating Service Desk with CA SupportBridge Solutions|CA SupportBridge Solutions]] |
 
−
[[Integrating Service Desk with CA Workflow|CA Workflow]]
 
  
−
[[Integrating Service Desk with Unicenter Asset Management|Unicenter Asset Management]] |  
+
{| width="100%"
−
[[Integrating Service Desk with Unicenter Asset Portfolio Management|Unicenter Asset Portfolio Management]] |
+
|-
−
[[Integrating Service Desk with Unicenter NSM|Unicenter NSM]] |
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! colspan=2|'''<font size="3">Reporting</font>'''
−
[[Integrating Service Desk with Unicenter Remote Control|Unicenter Remote Control]] |
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|-
−
[[Integrating Service Desk with Unicenter Software Delivery|Unicenter Software Delivery]]
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| width="50%" align="left" style="vertical-align:top;" |
−
 
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*[[Adhoc\Other Reports]]
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=== Non-CA Applications ===
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*[[Crystal Reports]]
−
 
+
*[[MS Access]]
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[[Integrating Service Desk with Microsoft SMS|Microsoft SMS]] |
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*[[MS Excel]]
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[[Integrating Service Desk with Peoplesoft|Peoplesoft]]
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| width="50%" align="left" style="vertical-align:top;" |
 +
*[[MS SQL Reporting Services]]
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*[[Out-of-the-Box Reports]]
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*[[Sample Queries]]
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*[[Dashboard Guide|Service Desk Dashboard]]
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|-
 +
|}
  
−
=== Custom Integrations ===
 
  
−
[[Web Services]] | [[Mail Eater]] | [[Command-Line Interface]] | [[URLS for Computer Telephony Integration (CTI)|Computer Telephony Integration (CTI)]] | [[Portal Integration]]
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{| width="100%"
−
 
+
|-
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= [[:Category:Reporting|'''Reporting''']] =
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! colspan=2|'''<font size="3">Miscellaneous</font>'''
−
 
+
|-
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[[Sample Queries]] | [[Access]] | [[Crystal Reports]] | [[Dashboard Guide|Dashboard]] | [[MS SQL Reporting Services]]
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| width="50%" align="left" style="vertical-align:top;" |
−
 
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*[[Command-Line Utility Reference]]
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= [[:Category:Miscellaneous|'''Miscellaneous''']] =
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*[[How To Reset Ticket Numbers]]
−
 
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*[[Service Desk ERD (Entity Relationship Diagram)]]
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[[Command-Line Utility Reference]] | [[Table Reference]] | [[Solutions To Problems]] | [[Useful Web Sites]]
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*[[Service Fails to Finish Starting]]
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| width="50%" align="left" style="vertical-align:top;" |
 +
*[[Table Reference]]
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*[[Understanding Service Desk Time]]
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*[[Useful Web Sites]]
 +
|-
 +
|}
  
 
[[Category:Service Desk]]
 
[[Category:Service Desk]]

Latest revision as of 08:01, 29 November 2010

Service Desk History | Service Desk FAQ | How to Contribute to the SDU Wiki


Getting Started


Installation


Configuration


Customization


Integration
CA Applications

Non-CA Applications

Custom Integrations


Reporting


Miscellaneous
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