Adding the ServiceDesk documentation to Document Management
If you choose to make the ServiceDesk documentation available to your users, you can download it to a shared network drive or other location. After the download, you must provide a means for the users to access the documentation. You can do so by adding the documentation files to a document category and providing access to those files from a category browser Web part.
You can set permissions on the category or on the document files so that only the appropriate users can access the documentation.
Other options are available for providing access to the documentation from within the ServiceDesk portal.
To avoid the distribution of outdated documentation, you must update the documentation files in the Document Management system when updates are available. The documentation files are not installed with the Server software updates.
Table: Process for adding the ServiceDesk documentation to Document Management
(Optional) Create a new documents category.
You can dedicate an entire category to the documentation. For example, you might name the category ServiceDesk Documentation.
If the category contains multiple documents for different types of users, you can set permissions on the individual documents. For example, you can set permissions on the ServiceDesk Implementation Guide so that only administrators can view it.
We recommend that you do not allow anyone to edit the documentation files.