You need to complete these steps only if the IT Analytics ServiceDesk Pack is installed.
Configure a connection before you install the IT Analytics ServiceDesk cubes.
See Installing and configuring IT Analytics Solution.
To configure the ServiceDesk connection
In the Symantec Management Console, on the Settings menu, click Notification Server > IT Analytics Settings.
In the left pane, expand the Connections folders.
Click Symantec ServiceDesk.
In the right pane, enter the information for each of the connection fields.
(Optional) Edit and delete the ServiceDesk connection.
See Editing the ServiceDesk connection.
See Deleting the ServiceDesk connection.
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This will clear the history and restart the chat.