How To Use Itsm On A Pc Or Macbook Powerbook V (Windows)

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1 ITSMSeries User Guide REV

2 ii Notices Copyright FrontRange Solutions USA Inc. All Rights Reserved. Use of this software and its related user documentation IS subject to the terms and conditions of the applicable End-User License Agreement (EULA), a copy of which is found in the user documentation FOLDER included in the software. You must agree to the terms and conditions of the EULA in order to use this software. If you do not agree to the terms and conditions of the EULA, return the unused software within thirty (30) days of purchase IN ITS UNOPENED PACKAGE to the place from which you obtained it for a refund (minus any restocking fee). WARNING: The software described in this manual and its related user documentation are protected by copyright law. In no event, shall any part of the related user documentation be copied, reproduced, distributed, transmitted, stored in a retrieval system, or translated into any language, without the express written permission of FrontRange Solutions USA Inc. This product includes software developed by The Apache Software Foundation Please read the LICENSE files present in the root directory of this distribution. FrontRange Trademark Information The following are trademarks of FrontRange Solutions USA Inc. and/or its affiliates in the United States and/or other countries: FrontRange Solutions, FrontRange, GoldMine, GoldSync, GoldMine Answer Wizard, GoldMine Management Intelligence, Gold- Mine Manager s Console, igoldmine, HEAT, HEAT Service & Support, HEAT PowerDesk, iheat, HEAT Self Service, HEAT Manager s Console, HEAT Answer Wizard, HEAT Quick Start Wizard, InfoCenter, Automated Processes, First Level Support, enteo, DeviceWall, Centennial Discovery, Discovery Dashboard, MicroAudit, SAM and other FrontRange products and brands. Other Trademark Information Microsoft products, brands and trademarks, including Microsoft, Windows, Windows Server, Windows Vista, SQL Server, and Internet Explorer, are the property of Microsoft Corporation in the United States and/or other countries. Other products and brands are the trademarks of their respective owners or companies. Contact FrontRange Solutions USA Inc. at our Web site: (Sept. 2009) ITSM Series

3 Table of Contents Introduction About this Guide xiii Audience and Expertise xiii Document Conventions xiv Resources xv Contact Us xv Support Site xv Contact Information xv Getting Started Learning about Dashboards Learning about Searching Learning about Reporting Learning about ing Learning about Business Objects Converting Standard to Master Business Objects Learning about Roles Learning about Database Connections Changing Your Login Password Connecting to Databases Editing Database Connections Using Automatic Connections Using Online Help Navigating the Application Learning About the Application Window Workspace

4 iv Table of Contents Using the Navigator Using the Menu Bar Accessibility for People with Disabilities Using the Toolbar Using the Web Client ITSM Shortcut Keys Using the Auto-Complete Feature Using Spell Check Workspaces Working with Grids Tasks Assignment Grid Filtering Assignments Updating Assignment Status Assignment Life-Cycle Concurrency Viewing Associated Assignment Records Sorting the Grid View Inventory Management About Inventory Management About Inventory Discovery About the Configuration Management Database Key Terms and Concepts Inventory Management Architecture Inventory Workflow Scheduling the XML Import Job Verifying the Inventory Item s Last Scan Inventory Workspace About the Inventory Dashboards Common Inventory Management Tabs Adding Items to Your Inventory Manually Adding a Computer Manually Adding a Network Device Adding a Printer Searching for Inventory Items All Inventory Items Other Searches ITSM Series

5 Table of Contents v QuickActions for Inventory Management Viewing the Inventory Asset Details Running the CI Compliance QuickAction Create Alert for Added/Removed Application Creating a CI (Default CILevel) Creating a Hardware Identity Computer Launching the Discovery Web Dashboard Launching the License Manager Web Console Pinging a Computer Rebooting a Computer Accessing a Remote Computer Shutting Down a Computer Viewing Services Launching the WMI Browser Configuration Management About Configuration Management Configuration Items (CIs) Searching the CIs Inventory Items Common Configuration Item Tabs Linking Inventory Items Using the Object Browser Using the Object Tree Browser Center Adding a Tree View Creating a Service Record Creating and Updating CI Roles QuickActions Overview About Pre-Actions, Main Actions, and Post-Actions About Tags About the QuickAction Center About QuickAction Properties About Actions About Menu and Navigator Customizations User Guide

6 vi Table of Contents Working with QuickActions Creating a QuickAction Locating QuickActions Copying QuickActions Editing QuickActions Deleting QuickActions Running QuickActions Running QuickActions Against Grids Stopping Quick Actions Adding QuickActions to the Navigator Dashboards Learning About Dashboards Menu and Navigator Customizations Dashboard Hierarchy Displaying Dashboards Learning About the Dashboard Center Personalizing Dashboards Working with Dashboards Creating a Dashboard Finding Dashboards Browsing for Dashboards Editing Dashboards Defining the Dashboard Appearance Defining the Dashboard Layout Copying Dashboards Running Dashboards Deleting Dashboards Printing Dashboard Data Working with Dashboard Parts About Dashboard Parts Dashboard Part Center Creating Dashboard Parts Finding Dashboard Parts Browsing Dashboard Parts Editing Dashboard Parts Copying Dashboard Parts ITSM Series

7 Table of Contents vii Deleting Dashboard Parts Overriding Dashboard Part Properties Defining Dashboard Part General Properties Defining Dashboard Part Appearance Defining Advanced Settings for Dashboard Parts Defining Charts Defining Chart Labels Defining Pie Charts Labels Defining Diagram Viewer Dashboard Parts Defining Image Dashboard Parts Defining Link List Dashboard Parts Defining Microsoft Project Dashboard Parts Defining MultiQuery Grid Dashboard Parts Defining MultiView Grid Dashboard Parts Defining Object Browser Dashboard Parts Defining Outlook Calendars Dashboard Parts Defining Outlook Inbox Dashboard Parts Defining Tabbed Part Dashboard Parts Defining Web Browser Dashboard Parts Dependent Dashboards Creating a Dependent Dashboard Unlinking the Parts of a Dependent Dashboard Service Management About Service Management Key Components of Services Management About Service Desks What is a Service Request? About Employees About Services Incident Management Working with Incidents Problem Management Working with Problems Change Management Working with Changes Service Level Management User Guide

8 viii Table of Contents Working with Service Level Agreements Availability Management About Business Views Availability Dashboards Availability Workflow Outage Resolution Workflow Release Management Creating Releases Voice Toolbar Navigating the Voice Toolbar Setting the Agent Availability Status Making and Receiving Phone Calls Viewing the Dashboard Agent Field and Tab Definitions Change Problem Board Document Center About the Document Center Creating Templates Editing a New Document Editing Imported Documents Selecting an Action Type for a Template Mapping Document Tags to Business Objects Mapping Tags Manually Mapping Tags Automatically Updating Existing Word Merge Templates for Automapping Displaying Child Records in Sorted Order Storing the Template Document Using Templates in the Document Center Sending an Approval Using Notification Specifying Templates Template Security Searching About Searching ITSM Series

9 Table of Contents ix Searching for Objects Simple Search Quick Search Complex Searches Creating Multiple Business Object Searches Adding Personal Searches to the Navigator Search Results Reporting About Reporting Report Center Working with Report Shortcuts Browsing for Report Shortcuts Creating Report Shortcuts Defining Report Parameters Working with Reports Outlook Integration About Outlook Integration Application Options Configuring User Accounts Sending s Sending Calendar Meetings and Appointments Sending Task Information Outlook Add-In Features Additions to the Outlook User Interface Configuration Configuring the Connection Options Configuring Options Configuring Calendar Options Viewing Product Information New Records Linking Linking s to Records Automatically Linking Existing s to Records Unlinking s from Records User Guide

10 x Table of Contents Linking All s to Records Linking New s to Records Resolving Unlinked s Viewing Linked s in the Application Search Query Settings Linking Using QuickActions Outgoing s Appointments and Meeting Requests Tasks Lotus Notes Integration About Lotus Notes Integration Application Options Configuring User Accounts Sending s Sending Calendar Meetings and Appointments Sending Task Information Lotus Notes Add-In Features Additions to the Lotus Notes User Interface Formatting Addresses Configuration Configuring the Connection Options Viewing Product Information Linking Linking All s to Records Resolving Unlinked s Viewing Linked s in the Application Linking Using QuickActions Outgoing s Tasks Business Rules About Business Rules Triggers QuickActions About the Business Rule Center ITSM Series

11 Table of Contents xi Working with Business Rule Center Creating a New Business Rule Browsing for Business Rules Editing Business Rules Copying Business Rules Deleting Business Rules Adding QuickActions to Business Rules Working with Triggers Browsing for Triggers Creating Business Rule Triggers Creating Record-Based Triggers Editing Triggers Copying Triggers Deleting Triggers Glossary of Terms Index User Guide

12 xii Table of Contents ITSM Series

13 Introduction This User Guide provides step by step instructions for using the IT Service Management product. Topics in this user guide include Getting Started, Navigating through ITSM, Using and calendar items to support your daily workflow, using QuickActions and Search features, personalizing your Dashboard, understanding Business Rules, and working with predefined reports. About this Guide The ITSM User Guide provides new users with some navigation tips, practical steps, and sample scenarios to help orient them to the day-to-day use of the application. Audience and Expertise The material assumes you have installed Service Management and configured the Service Management server. It also assumes you have an understanding of database structure and terminology and of the Microsoft Windows operating system. Knowledge of the.net architecture and other Service Management modules (such as Infrastructure Management) is helpful.

14 xiv Document Conventions File>>Print Example The Select a Data Source dialog box appears. OK Note CAUTION WARNING IMPORTANT Description Menu bar commands (in this example, select File on the menu bar, then select Print in the drop-down menu) Dialog boxes and menu items in bold Button names Additional information Critical information to prevent functionality or data loss ITSM Series

15 xv Resources ITSM Installation Guide Foundation Administrator Reference Foundation Business Process Management Guide Sample Application Object Model IMPORTANT: Manuals are available in PDF format from the Installation CD-ROM or from support.frontrange.com for maintenance customers. Contact Us Support Site FrontRange Solutions can answer your technical support questions about HEAT, GoldMine, and IT Service Management. Visit: support.frontrange.com Contact Information FrontRange Solutions Corporate Headquarters: 5675 Gibraltar Drive Pleasanton, CA USA TEL: and If calling from Canada, please dial: User Guide

16 xvi ITSM Series

17 1 Getting Started IT Service Management (ITSM) helps you track service related interactions between your organization and your users and customers. Most Service Desk representatives are accountable for all Incidents they open, monitoring the status and progress of all outstanding Incidents and relaying the information to the customer. Then if an Incident does not progress satisfactorily, it is escalated. The Service Desk ensures that normal service is restored for the customer within the agreed service levels and business priorities. ITSM is also customizable, and allows your system administrator to adapt the application objects and business processes to reflect the way you do business and support your Service Desk. Using Service Management, the Service Desk manages Incidents until resolved, even when the Incident is referred to second or third-level support for diagnosis and resolution. If an Incident remains unresolved beyond the service level target, the representative refers the Incident to Problem Management.

18 1-2 Getting Started Learning about Dashboards Dashboards are user-defined summary views of data from internal and external sources. The dashboards contain parts that allow you to create the dashboard you want. For example, you can create a dashboard to display: your Outlook Calendar and Inbox, a productivity chart, and links to commonly used Web sites, files, and saved searches. Dashboards Scopes The scope of Dashboards can be Personal, Role, or Global. Dashboards defined as Personal are available only to the creating user. Dashboards defined as Role are available only to users when they log on using a particular role. Roles are assigned to Security Groups in Administrator. Dashboards defined as Global are available to all users. Dashboard Parts Dashboards are constructed using one or more parts as follows: grid, Multi-Query grid, Outlook Inbox, Outlook Calendar, image, Web browser, Link list, tabbed part, Microsoft Project and chart. ITSM Series

19 Learning about Searching 1-3 Dashboard Center Use the Dashboard Center to find, run, create, copy, edit, and delete Dashboards. For more information, see "Dashboards" on page 6-1. Learning about Searching Easily locate records with these searches: Simple Search contains an expression with a single operator and is accessed on forms. To run a Simple Search, right-click on a form field or select a field Search control (see "Simple Search" on page 9-3). Quick Searches contains an expression with single operator and is accessed on the Navigator. To run a Quick Search, use the Quick Search toolbar (see "Quick Search" on page 9-4). Complex Searches are advanced Searches that can contain multiple expressions with multiple operators. To run a Complex Search, use the New Search option or the Search Center (see "Complex Searches" on page 9-6). User Guide

20 1-4 Getting Started Saved Searches Saved Searches look for records meeting a common criteria and are saved for reuse. From the Search Center you can find, create, edit, copy, delete, and run a Saved Search (see "Searching for Objects" on page 9-2). Saved Searches can also be added to the Searching menu and the Control Panel for easy access. Search Results Search Results are displayed in the Search Results pane (see "Search Results" on page 9-13). The display is limited to the first 240 records retrieved. Refine your search to retrieve the precise records you need. Learning about Reporting Reports help you find answers to operational questions or generate business metrics. Create reports using Crystal Reports and your Service Management database. Then publish them to the Service Management server and configure report shortcuts to them from the Report Center. For more information, see "Reporting" on page ITSM Series

21 Learning about Reporting 1-5 Publishing Reports Publish reports to the Service Management server using the Report Publishing Wizard. Then create a Report Shortcut from the Service Management application to each report on the server to access and run the reports from your individual computer. Report Shortcuts A Report Shortcut points to a published report on your server. It launches the report using the Report Shortcut properties you define. These properties control how Report Shortcuts appear in the Report Center and how they operate in your system. Properties include name, filename, description, scope, category, association, and parameters. Report Center Use the Report Center to manage your reports and report shortcuts. Using it, you can publish reports and find, create, edit, copy, and delete report shortcuts. Using your Report Shortcuts, you can run reports and view, print, and export report results. User Guide

22 1-6 Getting Started Learning about ing IT Service Management (ITSM) integrates with Microsoft Outlook to share information. When integrated, you can: Send an from Service Management to the address in the current Profile by selecting >>Send To or launch a new message with a blank recipient by selecting >>Send . Link an Outlook message to a record in Service Management by selecting the message in Outlook and clicking Link to Service Management or by setting your User Preferences to automatically link messages. View the linked message from the Profile on the Journal tab. Launch your Outlook Inbox or Calendar from Service Management by clicking Launch or Launch Calendar in the Navigator. If these options do not appear in the Navigator, select Tools>> /Calendar Settings and select the Show 'Launch ' in Navigator and Show 'Launch Calendar' in Navigator check boxes. Linking Messages In Outlook, you can link an incoming or outgoing to a record in ITSM. Link s using the Outlook toolbar or menu. When linking, ITSM validates the address against addresses in the Profile and saves the text to the designated tab in the record layout. For more information, see " Linking" on page ITSM Series

23 Learning about Business Objects 1-7 Learning about Business Objects A Business Object is a key business component that you track and manage. In ITSM, two key types are Master and Standard. Master Objects A Master Business Object, such as an Employee or Incident record, is core to your business. Usually a Master Business Object functions as a Parent in relationship to other objects. For example, when a customer calls with an issue, you create an Incident record, which becomes the focal point of data collection about the issue. It is the Master Object. Standard Objects A Standard Business Object supports your system and provides additional information. For example, an address supports an Employee record and Journal notes support an Incident with added and ongoing information. Parent and Child Objects A Master Business Object is often a Parent object because it is the center of the relationship. A Standard Business Object is always a Child object. The Child object assists the Parent by providing it with additional information. For example, the Incident is the Parent and the Journal is the Child object because it supplies additional information in the form of notes about ongoing Incident resolution. User Guide

24 1-8 Getting Started Converting Standard to Master Business Objects ITSM includes a utility that can convert Standard Business Objects to Master Business Objects. The advantage of converting a standard to master object is that users have more abilities when using the object. Master Business Objects are searchable and can be used as a parent object or in layouts. This stand-alone utility allows conversion of any Standard Business Objects in the ITSM database to a Master Business Objects. To Run the Conversion Utility 1. Locate the conversion utility in the following folder: \<<INSTALL FOLDER>>\FrontRange Soultions\Service Management\ 2. Double-click the StdObj2MasterObj.exe file to display the standard Connection dialog. 3. Connect to the FRS Application Server. Note: If your login information is not saved, you will need to enter the Username and Password. 4. The tool displays the list of Standard Objects in the currently connected database. ITSM Series

25 Learning about Business Objects Check the objects that you want to convert and then click the Convert to Master button. After the selected objects have been converted, the objects are removed from the list and the object counter is updated. 6. Save converted objects in definition set by clicking the Save Defset button and provide file name for definition set in Save File dialog box. 7. To complete conversion process the definition set produced by Std2MasterObj utility must be opened in the Administrator tool and committed by opening the File menu and selecting Commit. User Guide

26 1-10 Getting Started Learning about Roles A Role is a function-specific perspective of the application. When you log into ITSM, you select a role that determines your view of the forms and functions of the application. Several roles are defined in the sample application. Their names are based on responsibility. Roles are part of ITSM security. The following are examples explain how some of the roles are used: Role Admin ServiceDeskAnalyst ServiceDeskManager ChangeManager Description The system administrator is the most comprehensive role, and requires the most extensive view of the application for management. These roles have access to the RFC object because they must be able to suggest changes to processes and systems. This role requires an expanded Change object to manage the entire change process from the initiation of the RFC through the approval and implementation or Release of the change. Based on your business needs, your system administrator assigns one or more roles to provide proper access to your Business Objects. ITSM Series

27 Learning about Database Connections 1-11 Learning about Database Connections IT Service Management (ITSM) supports SQL Server or Oracle database connections. You can configure multiple databases connections. Three-tier connection: The ITSM application interface, including the Outlook integration, is stored and run on your client computer. Data processing occurs on the ITSM application server and the database management system runs on a database server. One tier can be modified or replaced without affecting the other tiers. Separating the application functions from the database functions makes load balancing easier. You must have a connection between the ITSM server and the database. Connect to Service Management Client/Server connection: The application resides on your local computer and uses a direct connection to the database. Use a client/ server connection for administrative actions, such as importing, exporting, and committing Definition Sets. Connect Directly to Service Management Database Note: If your database is case-sensitive and ITSM is integrated with Outlook, you might have some trouble with addresses. Contact your database administrator. Note: The ITSM system administrator can use the Server Manager tool to configuring database connections, load Fusion Archive Documents (FAD), and export to fusion archive documents. For more information about the Server Manager, refer to the ITSM Installation Guide. Changing Your Login Password 1. Select File>>Update Password. The Change Password dialog box appears. 2. Type your current password in the Old password text box. 3. Type your new password in the New password text box. 4. Verify the new password by re-typing it in the Confirm new password text box. 5. Click OK. User Guide

28 1-12 Getting Started Connecting to Databases You can configure multiple database in IT Service Management (ITSM). When you log on to ITSM, select the appropriate connection. 1. Launch ITSM. Note: You can create a new database connection or edit an existing connection. 2. Select the Personal tab to display your database connections or the Common tab to display connections for anyone using the computer. 3. For more information about connecting to a database, see "Adding Database Connections" on page If you want always connect to this database and limit all user to the selected database, select the Automatically use this connection option. Note: To clear this option, close ITSM and then press CTRL while launching ITSM. ITSM Series

29 Learning about Database Connections Select the database and then click OK. The Login dialog box appears. 6. Type your user name and password and then click OK. 7. If you want to login automatically and skip this dialog, select the Log me in automatically option. Note: To clear this option, close ITSM and then press CTRL while launching ITSM. User Guide

30 1-14 Getting Started 8. If your Security Group is configured with multiple Roles, select the Role from the list and then click OK. 9. If you want to always use this Role and skip this dialog, check the Automatically use this role option. Note: To clear this option, close ITSM and then press CTRL while launching ITSM. Adding Database Connections The first time you log on or when your database changes, you might need to create a new database connection. 1. As you log on to IT Service Management (ITSM), the Connect to Service Management Server dialog box appears. The Personal tab displays the databases for your access. The Common tab displays the databases for anyone logging in. 2. Select the Personal tab and click New. The Connection Wizard starts on the Connection Options dialog box. ITSM Series

31 Learning about Database Connections Select a connection option: Connect to FRS Application: Sets up a 3-tier connection to ITSM. Connect Directly to FRS Application Database: Sets up a SQL Server or Oracle connection to the database. Note: The default setup for ITSM is Connect to Service Management, a three-tier connection operating as an application server hosted in IIS. Use Connect Directly to Service Management Database for administrative actions, such as importing, exporting, and committing Definition Sets. For more information, refer to the ITSM Installation Guide. Editing Database Connections Edit a database connection by selecting the database and then clicking Edit. Edit the connection to Service Management or the direct connection to Service Management as required. Using Automatic Connections Launch Service Management. When the Connect to FRS Application Server dialog box, select the Automatically use this connection check box to bypass this dialog box on subsequent connections. To Cancel Automatic Connection 1. Hold down the CTRL key when launching Service Management. 2. Clear the Automatically use this connection check box. 3. Click OK. User Guide

32 1-16 Getting Started Using Online Help About Online Help Service Management lets you view documentation while you work using its extensive online Help system. This convenient feature access to overviews, step-by-step instructions, tips, notes, descriptions, and reference material without having to look past your computer screen. About this Online Help This online Help project is a compiled WebHelp system. The steps and screenshots in this online Help were documented using a Windows XP operating system. If you are using a different operating system, your steps may be slightly different. Type of Online Help Used by Service Management Module Help: This type of help is accessed from the Help menu or Help command within each module and displays detailed information about the modules and their functionality. Information is organized and easily accessed using the Contents, Index, and Search tabs or by browsing the various topics using the Browse buttons. ITSM Series

33 Using Online Help 1-17 Navigating the Online Help The Online Help opens when you open the Help menu and select Contents. To view a help topic, click a topic in the Contents tab on the left side of the help window. To view an alphabetical index, click the Index tab. To search for a topic, click the Search tab and type the text you want to find. To browse through the topics, click the forward and back Browse buttons located to the right of the tabs. User Guide

34 1-18 Getting Started ITSM Series

35 2 Navigating the Application The main IT Service Management (ITSM) application window helps you manage your records and activities. Menu Bar Toolbar Navigator Workspace

36 2-2 Navigating the Application Learning About the Application Window The Application window helps you manage your records and personal activities. It contains a Menu Bar to access application operations, a Toolbar to provide shortcuts to commonly used operations, a Navigator to initiate frequently used actions, and a Workspace to display information. Workspace The Workspace is the central work area that provides access to the: Dashboard: When you launch ITSM, your default Workspace provides summary views of data from internal or external sources. Use the default or create your own Dashboard. Layouts: Access Parent or Child object records by using the forms, tabs, and grids. The Parent object record usually displays as a form with its Child object records displayed as tabs. Search Results: Locate records using a simple search, quick search, or complex search. Search results display in the Workspace. Using the Navigator The Navigator lets you access key features on the Menu Bar and the Toolbars. You can dock it on the left side of the workspace, let it float in a convenient location, or close it completely. The Navigator accesses actions for opening the QuickAction Center, the Search Center, the Dashboard Center, and Microsoft Outlook. The Navigator is linked to the active Business Object. For example, if you display an Incident record, Incident-related actions appear in the Navigator. Saved Searches and QuickActions can be placed on the Navigator for easy access. ITSM Series

37 Learning About the Application Window 2-3 To Show Your or Outlook Calendar on the Navigator If shortcuts to your or Outlook Calendar don t appear in the Navigator, follow the steps listed below to add them. 1. Open the Tools menu and select /Calendar Settings. 2. Select the Show 'Launch ' in Navigator and/or the Show 'Launch Calendar' in Navigator check boxes. 3. Click OK. Using the Menu Bar The menu provides access to application operations related to the current Business Object. File: Commands for creating new records (Contact records, Incident records, and so on) and saving changes. You can also change your password and exit the application from this menu. Edit: Cut, copy, and paste functions; also valid field lookup, abandon, and delete. View: Commands for changing your view of data in the window, including refreshing the display and scrolling back through records. Knowledge: Commands for creating articles, top solutions, and reports, only when Knowledge Management module is installed. QuickActions: Commands for opening your QuickAction Center and creating an action. Searching: Commands for opening your Search Center and creating a search. Reports: Commands for opening your Report Center and adding reports. User Guide

38 2-4 Navigating the Application Commands for sending , scheduling appointments and meeting requests to a third party client such as Microsoft Outlook or Lotus Notes, and launching the client. Tools: Helpful tools such as the Business Rule Center, Dashboards, Business Object Maintenance, /Calendar settings, and Refresh Definitions. Help: Accesses online Help, a link to the FrontRange Solutions Web site, and information about the application. Accessibility for People with Disabilities FrontRange Solutions is committed to making products that are accessible and usable by all people, including those with disabilities. Some accessibility features are built into the ITSM product, such as keyboard shortcuts and customization options. Keyboard Shortcuts. For more information, see "ITSM Shortcut Keys" on page 2-9 Customization Options. For more information, see "About Workspaces" on page 2-15 Section 508 Compliance ITSM is compatible with accessibility tools for the sight-impaired, such as JAWS. In some cases you may need to use special commands in the following areas: Reading Grid Rows. Search results in ITSM are displayed in grid rows. To read these grid rows, use the JAWS keyboard command Insert+Tab to read the current grid row. Reading Business Object Field Titles and Text. To read field titles and text, use the JAWS keyboard command Insert+Tab. ITSM Series

39 Learning About the Application Window 2-5 Using the Toolbar The Toolbar contains buttons for accessing commonly used operations. The Information displays in the Workspace. Note: The application is highly customizable. Your toolbar buttons might vary. Back: Displays the previously active Parent record or group of Parent records in a grid. Home: Displays the Home Page. Create New Business Object: Select a Business Object from the a drop-down menu. A blank record appears. Create New Object (current): Relates to the current Business Object. If you are working on Vendors, it creates a new Vendor record. Save: Saves your changes to the current record. Refresh: Refreshes the display to include any changes. Delete: Removes the selected record from the database. Cut: Removes the selected text from the field. Copy: Places a copy of the selected data on the clipboard. Paste: Inserts a copy of the data on the clipboard in the selected field. User Guide

40 2-6 Navigating the Application Lookup a valid entry for the current field: Launches the Validating field dialog box where you can search for a valid entry for the field. QuickAction Center: Launches the QuickAction Center where you can find, run, create, edit, copy, and delete QuickActions. Document Center: Launches the Document Center where you can see the list of templates and documents available and create new templates or edit existing templates. Report Center: Launches the Report Center where you can find, create, edit, copy, and delete reports shortcuts. Using the shortcuts, you can run reports; then view, print, or export the results. Launch Launches third party integrated client such as Outlook and Lotus Notes. Send Opens a message composition window for an integrated third party client. Schedule Meeting: Opens a meeting composition window for an integrated third party client. Scrolling Controls: Lets you scroll through multiple records. Help: Launches online Help. Using the Workspace The central work area in the application that lets you: View your Personal Dashboard. View the results of a search. View records and layouts. Create, edit, and delete Parent records. Create, edit, and delete Child records. ITSM Series

41 Learning About the Application Window 2-7 Using the Web Client The Service Management Web Client provides much of your application functionality through a Web browser. The default URL is Functional Area Smart Client Web Client Menus and Buttons Navigator Dashboards Tools Includes full menu and toolbar functionality. Includes menu shortcuts to your most recently used Quick Actions and Searches, and Reports shortcuts. Includes CI Browser with Business Object views. Includes Dashboard functionality to view Outlook and Microsoft Project parts and create new Dashboard Parts. Includes Business Object Maintenance to add field values to Standard Business Objects stored in your ITSM database. Menus and toolbars are somewhat limited. For example, printing, copy, paste, and lookup are not available. Most recently used Quick Actions and Searches cannot be launched from a menu shortcut. (Reports are unavailable.) Back button does not work in the browser. CI Browser is not available. Outlook and Microsoft Project Dashboard Parts cannot be viewed. Unable to create new Dashboard Parts. Default workspaces may be defined differently for the Web. Business Object Maintenance is not available User Guide

42 2-8 Navigating the Application Functional Area Smart Client Web Client Searches Quick Actions Reports Business Rules Object Tree Browser Integrates with Microsoft Outlook. Use the Search Center to run, customize, and save searches. Run Quick Searches from the Navigator. Use the QuickAction Center to create, save, and run QuickActions. Add reports or run reports using the Report Center. Use the Business Rule Center and Trigger Center. Create or revise Business Rules. Includes ability to create new Tree views in the Object Tree Browser. Outlook Integration is not supported. Run predefined or custom searches (created in the FRS Application Administrator or Smart Client) only. Run predefined QuickActions only. Reports are not available. New Business Rules cannot be created in the Web Client. Existing rules (created in the FRS Application Administrator or Smart Client) work similarly to the Smart Client. Object Tree Browser Center is not available. Note: Your ability to perform listed functions depends on your role and rights assigned in the FRS Application Administrator. Note: When searching using the ITSM Web Client with Internet Explorer, user can't link 30 items to the main object at once. Internet Explorer restricts data for query string to 2K, so selecting more than 30 rows does not work when using this web browser. ITSM Series

43 Learning About the Application Window 2-9 ITSM Shortcut Keys The following are shortcuts to various commands within the application. Service Management Application NAVIGATION Function Back Go to a Specific Business Object Record Go to First Business Object Record Go to Last Business Object Record Go to Next Business Object Record Go to Previous Business Object Record Help Lookup New Business Object Record New Window Refresh Save Key ALT+Left Arrow CTRL+G CTRL+F7 CTRL+F8 F8 F7 F1 F9 CTRL+N CTRL+W F5 CTRL+S User Guide

44 2-10 Navigating the Application CENTERS (QuickActions, Search, Reports, and so on) Function Copy Delete Edit New Run Run for Group Key CTRL+C CTRL+D CTRL+E CTRL+N CTRL+R CTRL+G FRS Application Administrator CENTERS (QuickActions, Search, Reports, and so on) Function Copy Delete Edit New Run Run for Group Key CTRL+C CTRL+D CTRL+E CTRL+N CTRL+R CTRL+G ITSM Series

45 Learning About the Application Window 2-11 DEFINITION SET Function Copy Cut Paste Save Key CTRL+C CTRL+X CTRL+V CTRL+S Using the Auto-Complete Feature The auto complete functionality provides you with options for completing the entry of data based on either a validation rule or a related Business Object, including the text box, associated item selector, and drop-down lists. The purpose of the auto-complete feature is to increase the efficiency and ease of data entry for any control that edits a list of values. As the user enters data into a field, a list of valid values appears in a drop-down list allowing the user to quickly choose one of the matching items. Entering more data further refines the options on the drop-down list. The list displays the first 10 items that match the data entered. To see a complete list, click the Show more item at the bottom of the list. Note: If this feature is not enabled, check the option on the control properties dialog to enable the Auto Complete functionality Tip: After the user selects an item from the list, the drop-down list no longer appears. If you want to list to appear again, clear the field and start entering data again. User Guide

46 2-12 Navigating the Application Working with the Filtered List When you enter data into a validated field, the auto-complete drop-down list appears. Use the following methods for navigating and making selections from the list: Press the Up/Down arrow keys to navigate the filtered list. If the user begins typing again, the focus returns to the input box and the cursor is placed at the end of the current text. Press the Enter key to set the current selection as the value of the control. Focus returns to the input control when the Enter key is pressed. Press the Tab key to set the current selection in the auto complete list as the control s current value and move to the next control. Press the Escape key to dismiss the list of matches and return focus to the input control leaving the text intact. Using Spell Check Spell Check allows users to check the spelling of words in text boxes. Several dictionary files are supplied based on locale, so that locale specific suggestions can be presented to the user. The Spell Checker also contains several options for modifying the type of content that is flagged. To Run Spell Checker in ITSM 1. Right-click on any text box, or associated item selector control, and then select SpellCheck from the context menu. ITSM Series

47 Learning About the Application Window 2-13 The SpellCheck dialog appears. Misspelled words appear in RED in the Spell Check dialog. 2. Select from the following search options: Ignore ignores the marked work and moves on to the next marked word. Reoccurrences of the same word will still be flagged. Ignore All skips all instances of the word in the selection. Add adds the marked word to the dictionary file. This word will not be flagged as being misspelled in the future. Replace allows the user to select a word from the Suggestions list or enter the correction in the Replace with text box. Replace All replaces all instances of the misspelled word with either the selected word in the Suggestions list or with the text in the Replace with text box. Options opens the Spell Check options dialog for modify the behavior of the spell checker (see "To Set the Spell Check Options" on page 2-14). Cancel terminates the spell check. 3. When Spell Check completes, click the OK button to close the dialog. User Guide

48 2-14 Navigating the Application To Set the Spell Check Options The Spell Check Options dialog is accessed by clicking the Options button in the Spell Check dialog. There are four tabs on the Options dialog. The General tab contains options for configuring how Spell Check functions. Ignore Words with Digits doesn t check for words that use numeric characters. Ignore Words in all upper case doesn t check for words that are all upper case. Ignore HTML Tags doesn t check for coding language used for HTML content. Maximum Suggestion Count sets the limit to the number of suggestions that appear in the Suggestions list. The Dictionary tab displays copyright information about the dictionary file being used. The Versions tab displays the module, version, and date of the files. The About tab displays the version and copyright information for Spell Check. ITSM Series

49 Workspaces 2-15 Dictionary Files The language used for ITSM is determined during the initial installing. This selection also determines the dictionary file used by Spell Check. By selecting the appropriate dictionary file, Spell Check can return localespecific spelling suggestions. Note: You can add words to the dictionary, but the changes are only made to the local directory. You can t change the dictionary file to another language without reinstalling and selecting a different language. Workspaces About Default Workspaces Default workspaces are dashboards associated with different roles. Default workspaces are defined by your administrator. Each role can have one Dashboard assigned to it as a default. Note: Default workspaces can be defined differently depending whether you launch the application directly or view it through the Web browser. Although assigned by the administrator, use the Dashboard Center to personalize a Dashboard that can be launched from ITSM. About Workspaces Workspaces are administrator-defined areas of the program window that is linked to a primary Business Object and comprises several elements: Menu Navigator Default Workspace Toolbar Dashboard Workspaces are typically defined around a primary Business Object and provide access to the needed tools when working with a particular object. Note: Workspaces may be defined differently depending upon whether you launch the application directly or view it through the Web browser. User Guide

50 2-16 Navigating the Application Working with Grids Sorting To change the sort order of a column, click the column header. After sorting, the gray up/down arrow in the column header is enabled and indicates the current sort order (either ascending or descending). To change the sort order back, click the column header again. Grouping To group records, drag a column header to the upper left, which replaces the Drag a column header here to group by that column label. Expandable headings appear for each group and indicate the number of items in that group. Click the + sign to see the records. Summarizing 1. Click the Summarizing button at the top of the column. 2. The Select Summaries dialog box appears. 3. Select one or more summary values for the selected column: Average: Average of numeric values. Count: Total number of values. Maximum: Highest value. Minimum: Lowest value. Sum: Total of all values. 4. Click OK. ITSM Series

51 Workspaces 2-17 Filtering Click the Filtering button at the top of the column. Then, select a value to filter the column from the list of values. Clear Filter: Clears the current filter settings. Custom Filter: Lets you customize the filter criteria. Select All: Returns all rows. Blanks: Removes all rows. NonBlanks: Returns all non-blank rows. <Current Value>: Lets you filter rows by a single value. Exporting to Excel The contents of the dashboard, tab region grid, and search results grid can be exported to Excel. To export the contents, right-click over the contents to export to view the Contents menu. Then, choose from the following available export options: Export to Excel exports the contents to an.xls file. This option displays a dialog that allows you to name the file and select the location for the file. User Guide

52 2-18 Navigating the Application Export and Open in Excel exports the contents and opens the file in Excel. This option opens the contents and allows you to view the contents and sort the data. When you are done, open the File menu and select Save to name the file and select the location. To Export to Excel from the WebClient When exporting the dashboard contents to Excel using the WebClient, you might get an error message if you have the Pop-up enabled on Internet Explorer. To make exporting work, the following should be set in the browser window. 1. Start Internet Explorer. 2. Open the Tools menu and select Internet Options to view the Internet Options window. Tip: If you are using Internet Explorer 7, click the Alt key to see the Tools menu. ITSM Series

53 Tasks 2-19 Tasks 3. On the Security tab, select the icon for the location used to deploy the Web Client: Internet, Local intranet, or Trusted sites. Note: If you are not sure from where the Web Client is deployed, contact your system administrator. 4. Click the Custom level button to view the Security Settings window. 5. Under the Downloads level on the list, select Enable for Automatic prompting for file downloads. 6. Click OK to apply the change and close the window and return to the Internet Options window. 7. Repeat this process for other locations used to deploy the Web Client. 8. Click the Apply button to apply the changes, and then click OK to close the window. About Assignments or Tasks Tasks are actions assigned to users, either individuals or teams. Each Business Object record includes assignments or tasks. The Dashboard provides a central location for managing assignments.you can display assignments for yourself and your team and view details. A status is executed against an assignment. The basic statuses include acknowledge, waiting, resolved, approve, or deny. These depend on the task and the Parent object. Best Practices Whenever a user modifies an assignment (creates, accepts, or alters it) they should immediately save the Parent BO as well (Incident, Problem, etc. that the assignment is associated with). If a user gets a message that the object they are editing has been updated by another user or process, they should refresh the object they are editing (Incident, Problem, etc.) in order to have the assignment reflect its current updated state. User Guide

54 2-20 Navigating the Application Assignment Grid The Assignment grid, displayed in the Dashboard, helps you manage your tasks. The top of the workspace shows the assignment filter bar, consisting of the Show filter control and Date Range drop-down list. The assignment grid displays all records meeting the filter criteria. Using the Assignment Grid, you can: Apply filter criteria Execute task action Launch the associated record Sort the grid view View the task form View the related business object form Filtering Assignments Use the filter controls in the Dashboard to limit the assignments displayed when viewing the Assignment grid. In the Show drop-down list on the Task Center action bar, select a display option. For example, My Incomplete Assignments or My Assignments Past Target Date. ITSM Series

55 Tasks 2-21 Updating Assignment Status Using the Assignment Dashboard, locate assignments to update task actions and assignment status. 1. Click the Assignment tab to view the Assignment grid. 2. Double-click an Assignment in the grid view to see Assignment details. 3. Update the Assignment or Work Order. 4. Change the status by selecting one of the options in the drop-down list. Common options include: Cancelled: Designates an Assignment that has been cancelled. Closed: Designates an Assignment that is completed. Waiting: Places a waiting status on an Assignment or Work Order when input from another source is required. Note: The drop-down list for a Child object must be enabled in the Admin tool. Assignment Life-Cycle Concurrency This feature ensures that only one user can accept and work on an assignment record at any given time, to eliminate the possibility of having two or more users accepting and working on the very same assignment. New Customers The Assignment Life-Cycle Concurrency feature is available in the out of the box FAD that is shipped with 6.2. Existing Customers To utilize the new feature, besides upgrading to the latest binaries as part of the ITSM installation, you will also need to run the application upgrade in your existing database. This step also applies if you want to add new features like Visualization and Enhanced Self Service. For more information, see the ITSM Upgrade Guide. User Guide

56 2-22 Navigating the Application Note: Please review the Assignment Lifecycle Concurrency - How to Activate Feature document located in the CD root directory for a complete description of this feature. The document provides specific instructions administrators will need to apply, in order to activate the Assignment Lifecycle Concurrency feature in the customer database. Viewing Associated Assignment Records Double-clicking an Assignment in the Assignment grid on the Dashboard displays the Business Object selected. For example, if the assignment is associated with an Incident, the workspace displays the Incident form and the Assignment tab displays the associated assignment. 1. In the Dashboard, select the Assignment grid. 2. Double-click an Assignment in the grid. 3. View the Parent object. Click the Assignment tab in the bottom of the workspace Sorting the Grid View The results of the assignment filter display in the grid view. You can sort or group records by column. 1. Click the Assignment tab. 2. Filter your assignments. 3. To change the sort order, click the column header. (You can sort only one column at a time.) Once sorted, the gray up/down arrow in the column header is enabled and indicates the current sort order (either ascending or descending). 4. Click the column header again to change the sort order back. 5. To group assignments, drag a column header to the upper left. The column header replaces the Drag a column header here to group by that column label. For example, group by Priority. Expandable headings appear for each Priority and indicate the number of items in that group. Click the + sign to see the records. ITSM Series

57 3 Inventory Management About Inventory Management The Inventory Management workspace displays your inventory data. Inventory is discovered through the use of agents and network queries, discovering network assets such as laptops, servers, switches, and smartphones. The discovery process collects the inventory data and then adds component-level information to the ITSM database.

58 3-2 Inventory Management About Inventory Discovery Computers, printers, and network devices (for example, routers, switches, and hubs) and component-level information about discovered inventory items are collected during a scan of your inventory. Device names and/or IP addresses are used to create a Business Object and stored in the CMDB (see "About the Configuration Management Database" on page 3-2). Note: Devices must be connected to the network in order to be detected. The Discovery Server can be configured to export new and changed inventory at regular intervals. Conversely, ITSM can be configured to import the exported data at regular intervals. The resulting imported data can now be viewed within ITSM Inventory Management. About the Configuration Management Database The ITSM database stores a complete record of all inventory items associated with your IT infrastructure, including identifying information from each inventory item, such as host name, IP-address, BIOS-serial number, etc. When using FrontRange Solutions Inventory Management in conjunction with IT Service Management, links to Incidents, Problems, Changes, Releases, and Employees are also stored. Key Terms and Concepts Scan A scan is an automated method of collecting information about a computer or other IT asset on the network. Information collected by the scan can include information like device name, IP address, and so forth. A Scan is used in conjunction of ITSM supplemental WMI or SNMP scan. ITSM Series

59 About Inventory Management 3-3 Audit An audit is performed by the Discovery Client Agent on a computer and regular scheduled intervals. When changes are detected during an audit, the Client Agent sends updated information about hardware, operating systems, and application software to the Discovery Server. Auditable An auditable asset is an asset with a deployed Client Agent, which is required to perform asset auditing. Before an audit can be carried out on a computer, the appropriate client must be installed on that computer. After deployment, the Client Agent remains on the asset to perform future audits. Non-auditable Non-auditable means that Discovery cannot audit the asset. Typical non-auditable items are IT assets without a deployed Client Agent. WMI Windows Management Instrumentation (WMI) is a programming interface that allows devices and systems on the network to be configured, managed, and controlled. Utilizing Common Information Model (CIM), data is collected about system schemas, networks, applications, and devices. SNMP Simple Network Management Protocol (SNMP) is a network monitoring and control protocol. Computers and devices on the network can run an SNMP agent that can be queried with SNMP query methods to get detail information of device state and configuration. SNMP version 1, 2c, and 3 are supported n ITSM supplemental SNMP scanning. SNMP V3 is a secure SNMP Agent protocol that supports authentication and privacy (encryption). User Guide

60 3-4 Inventory Management Ping Ping is a computer network message used to test whether a particular host is reachable across an IP network. It works by sending ICMP echo request packets to the target host, and listening for ICMP echo response replies. Inventory Management Architecture Note: This section describes Inventory Management based on ITSM version 6.2. If you have upgrade Foundation to 6.2, but not the Application, refer to the Inventory Management section in your previous version of the User Guide. The Centennial Discovery Database is the database of all auditable and non-auditable devices with asset details. The Discovery Data Exporter exports the data as XML data files and then places the files in either the Computers or NonAuditableDevices folder as appropriate. The Discovery Data Importer imports data files discovered from the Computers and NonAuditableDevices folder. The SNMP scanner can be used to get additional network device details. The WMI scanner can be used to add data from two WMI categories: Windows Services and Windows hot fixes. For more information, refer to the FRS Foundation Administrator Reference Guide. The Scheduler Service manages scheduled jobs (CDisco XML-import) that imports the XML data files and updates the data in the CMDB. The CMDB Database contains inventory data and component-level information database for your IT assets. Inventory Workflow 1. New assets are discovered as they are added to the network. 2. The Centennial Discovery Server administrator selects those computers that are to be managed and then deploys clients out to ITSM Series

61 Inventory Management Architecture 3-5 computers (Windows or otherwise) that need to have inventory data collected from them. 3. Each newly discovered asset will have a full hardware and software audit initially, which will be exported from Discovery and imported into Inventory. 4. Subsequent changes will be managed from a delta or change perspective. Only changes will be updated in Inventory. IMPORTANT: Best practice is to ensure in job scheduling that the discovery job has finished before the scheduled WMI and SNMP scan job start times. User Guide

62 3-6 Inventory Management Scheduling the XML Import Job ITSM uses Scheduled Jobs to import the XML data files. By default, Discovery is set to export the XML data files every 24 hours and ITSM Scheduled Job for the XML import to 12 hours, or any other fraction of Discovery's default 24 hour period, to ensure the timely updates of your ITSM inventory. To view and edit the XML import job, you need to open the CDisco XML-import scheduled job. For detailed information, see Scheduling the XML Import in the FRS Foundation Administrator Reference Guide. Verifying the Inventory Item s Last Scan The Last Scan Date field is located on the details page for each Inventory Item. For inventory assets where the information is obtained exclusively from Discovery, the Last Scan Date field represents the last time that ITSM imported updated information on that device. Conversely, if a device receives supplemental information using an SNMP scan, the Last Scan Date represents the last time that the SNMP scan occurred. To View the Last Scan Date 1. Start the ITSM Smart Client. 2. Select the Inventory Management workspace. 3. Click the Object Browser tab on the Navigator. 4. Select Inventory Tree from the Select drop-down list. 5. Expand the All Inventory tree to view all your inventory types. 6. Expand the type of inventory you want to view. 7. Expand the inventory details to locate the item. 8. Double-click the item to open the Inventory Item: page. 9. View the contents of the Last Scan Date field to verify when the item was last scanned. ITSM Series

63 Inventory Workspace 3-7 Inventory Workspace About the Inventory Dashboards The Inventory Management Dashboard is a user-defined summary view of IT infrastructure data. The type of data you display will vary by module. For example, for Inventory Management you might be interested in showing computers by manufacturer, domain, operating system, total memory, and so on. Use the Dashboard Center to view available Dashboards, or the Dashboard Part Center to view other available Dashboard parts. Some of the inventory-specific alert Dashboards parts include: Computers with active change requests Computers with modified components Computers with low disk space Computers without anti-virus software User Guide

64 3-8 Inventory Management Common Inventory Management Tabs The Inventory Management tabs represent the Parent s common Child objects. They can vary for your system configuration. Some tabs only display data, others allow you to manage the data using add, edit, and delete, link, and unlink options. Tab Name Description Alert CI Computer CI Network Device CI Printer Hardware Profile Standard Identity Installation State Inventory Components Network Adapters Custom Category Hotfixes Installed Applications Local Disks Displays alerts, including unauthorized changes in an inventory item and added or removed software applications. Displays configuration information related to the computer, network device, or printer. Displays manufacturer, model, and other hardware identity information specific to computers, network devices, or printers. Displays the manufacturer, model, and modification information. Displays information about pending or completed installation. Displays information about hardware and software components. Displays information about installed network adapters. Displays miscellaneous information about BIOS, time zone, OS, CD-ROM, display and sound cards. Displays information about installed hotfixes. Displays information about installed applications. Displays information about the local disk drives. ITSM Series

65 Inventory Workspace 3-9 Tab Name Windows Services Description Displays scanned Windows services. Outage Log Incident Problem Change Release Attachment Audit History Audit Inventory Item Displays both scheduled and unscheduled outages related to the inventory item, tracks the duration of outages, and lets you log current outages. Displays and manages the Incidents linked to the Parent object. Displays the Problem records for the Inventory Item. Displays the Change records for the Inventory Item. Displays and manages Release records related to the Inventory Item, including Status, Priority, and so on. Lets you attach files pertinent to the Inventory Item. Tracks changes to any field on the Business Object. Displays audit details for linked inventory items. User Guide

66 3-10 Inventory Management Adding Items to Your Inventory Usually computers, network devices, and printers are added to inventory by the Discovery process. However, these items can also be added manually. Manually Adding a Computer Note: The fields in your Business Objects can vary. Create inventory items as instructed for your organization. 1. Select File>>New>>Computer Inventory. 2. Type the Device Name, Domain Name, and Login Name. Note: MAC addresses must not contain colons ( : ) or dashes ( - ) in ITSM. 3. Select the Owner Name and Administrator from the drop-down lists. 4. Type the Asset Tag and/or Service Tag number. 5. Disk space fields and total memory can be entered or viewed using the WMI browser. 6. Search for the PO (Purchase Order) and Manufacturer. 7. Type the Model. 8. Search for the Department. 9. Select a Status from the drop-down list. 10. Enter the Operating System and Service Pack Level. 11. Last Scan Status is automatically completed if the item is scanned. 12. Click Save. ITSM Series

67 Adding Items to Your Inventory 3-11 Manually Adding a Network Device Note: The fields in your Business Objects can vary. Create inventory items as instructed for your organization. 1. Select File>>New>>Network Device Inventory. 2. Enter the IPAddress. Note: MAC addresses must not contain colons ( : ) or dashes ( - ) in ITSM. 3. Type the Device Name, Device ID, and Device Location. 4. Type the Device Category. 5. Enter the Asset Tag and/or Service Tag. 6. The Up Time field is populated from the sysuptime value by an SNMP scan if the System Group is selected. Note: The sysuptime value returns the time (in hundredths of a second) since the network management portion of the system was re-initialized. 7. The Contact field is populated from the syscontact value by an SNMP scan if the System Group is selected or you can type in the field. Note: The syscontact value returns the contact person for this managed node and information how to contact this person. 8. The Last Scan Status is automatically updated when the item is scanned. 9. Click the Search button to locate the PO (Purchase Order) and/or Manufacturer. To view details, click the Go to button. 10. Select a Status from the drop-down list. 11. The Description is populated during the SNMP scan or you can type in the field. 12. Click Save. User Guide

68 3-12 Inventory Management Adding a Printer Most network printers are automatically discovered. However, SNMP-enabled printers can also be added through the discovery process. Note: The fields in your Business Objects can vary. Create inventory items as instructed for your organization. 1. Select File>>New>>Printer Inventory. 2. Type the Device Name. 3. Select the Model from the drop-down list or type a new one. 4. Enter the Asset Tag, Service Tag, and Owner Name. 5. Type the IP Address and Domain Name. Note: MAC addresses must not contain colons ( : ) or dashes ( - ) in ITSM. 6. The Last Scan Status is automatically completed if the printer is scanned. 7. Select a Status from the drop-down list. 8. Enter the Category. 9. Click the Search button to locate the PO (Purchase Order), Manufacturer, and/or Department. To view details, click the Go To button. 10. Click Save. ITSM Series

69 Searching for Inventory Items 3-13 Searching for Inventory Items All Inventory Items 1. Ensure you are in the main Inventory Management workspace by clicking the Inventory Management graphic: 2. Select Searching>>Search Center to view the Search Center. 3. Highlight All Inventory Items and click Run (or double-click to run the search). Note: If you are not currently in the Inventory workspace, select (not associated) in the View Searches Associated With drop-down list to locate and run the All Inventory Items search. 4. Search results appear in the workspace. 5. Double-click a specific inventory record to view it. Other Searches 1. Select Searching>>Search Center. 2. In the View Searches Associated With drop-down list, select a Business Object. For example, Computer Inventory, Network Device Inventory, or Printer Inventory. 3. Select your Search and click Run (or double-click to run it). 4. Double-click a specific inventory record to view it. User Guide

70 3-14 Inventory Management QuickActions for Inventory Management Below is a list of available QuickAction that appear in the Navigator: QuickAction Asset Details CI Compliance Create Alert for Added Applications Create Alert for Removed Applications Create CI (Default CILevel) Create Hardware Identity Computer Discovery Dashboard License Manager Ping Computer Reboot Function Opens the Discovery Web reporting for the current device (see "Viewing the Inventory Asset Details" on page 3-15). Creates a report comparing II field and CI field values, with differences highlighted in red (see "Running the CI Compliance QuickAction" on page 3-15). Creates an alert when an application is added (see "Create Alert for Added/Removed Application" on page 3-16). Creates an alert when an application is removed (see "Create Alert for Added/Removed Application" on page 3-16). Create CI.Computer and CIComponents as defined in the Default CILevel, if present (see "Creating a CI (Default CILevel)" on page 3-16). Creates a hardware identity business object that aggregates all computers that match with the Manufacturer and Model (see "Creating a Hardware Identity Computer" on page 3-17). Opens Discovery Web Dashboard (see "Launching the Discovery Web Dashboard" on page 3-17). Opens License Manager Web Console (see "Launching the License Manager Web Console" on page 3-17). Sends an ICMP echo request packets to the target host and listens for ICMP echo response reply (see "Pinging a Computer" on page 3-18). Reboots the assigned computer (see "Rebooting a Computer" on page 3-18). ITSM Series

71 QuickActions for Inventory Management 3-15 QuickAction Remote Desktop Shutdown View Services WMI Browser Function Starts a remote access session to the assigned computer (see "Accessing a Remote Computer" on page 3-19). Shuts down the assigned computer (see "Shutting Down a Computer" on page 3-20). Views the services running on a specific computer (see "Viewing Services" on page 3-21). Opens the WMI browser for the specified computer (see "Launching the WMI Browser" on page 3-22). Viewing the Inventory Asset Details The Asset Details QuickAction launches the Discovery Web reporting details for the currently selected inventory item. Running the CI Compliance QuickAction To make the comparison and generate a report of compliant and noncompliant items, run the New CI Compliance Quick Action. 1. Under QuickActions on the Navigator, double-click QuickAction Center. The QuickAction Center dialog opens. 2. Select the CI Compliance Quick Action and click Run. The results appear in a new pop-up window. User Guide

72 3-16 Inventory Management Create Alert for Added/Removed Application 1. Select a specific computer so that the Business Object is active in the workspace. 2. Launch one of the following QuickActions from the Navigator or the Quick Action Center: Create Alert for Added Application Create Alert for Removed Application 3. An Alert object (Child Object - ComputerAssociatesAlert) is created with a Current status. 4. Creating a Dashboard that uses the All Computers with Add/Remove Application Dashboard Part identifies these alert records. Using the Computers with New Alerts Dashboard Part identifies all computer inventory records with any kind of new alert Child object. Tip: Modify this QuickAction to send an notification when the alert is created or use the alert object in an escalation business process, for example. Creating a CI (Default CILevel) The Create CI (Default CILevel) QuickAction item on the Navigator allows you to create a CI and its related CIComponents from the II and IIComponents. If the CI or CIComponents have already been created, the Create CI (Default CILevel) QuickAction will not modify them even if II or IIComponent field values are different. For more information, see "About Configuration Management" on page 4-1. Note: After a CI is created, CI Role Job and Create CI never modify the values or properties. Only the roles are modified. Modifications to the values or properties are the responsibility of the configuration or change manager. ITSM Series

73 QuickActions for Inventory Management 3-17 Creating a Hardware Identity Computer The purpose of the Create Hardware Identity Computer QuickAction is to have a hardware identity business object that aggregates all computers that match with the Manufacturer and Model. This QuickAction creates a HWIdentity.Computer business object and links it to the computer. It then copies the Manufacturer and Model field values and links the HWIdentity.Computer business object to the Manufacturer business object. Launching the Discovery Web Dashboard The Discovery Dashboard launches the web-based Discovery Dashboard. This dashboard provides you with detailed graphical information on all of your inventory. Various tabs presented on the dashboard allow you to quickly access the information you want to view, including assets, hardware, software, and reports. For more information about the Web Control Center, refer to the Discovery Installation and Administration Guide. Launching the License Manager Web Console The License Manager QuickAction launches the License Manager web UI. The License Manager fully automates the process of comparing the software your organization is legally entitled to use with what is actually installed and being used. For more information about the License Manager, refer to the Centennial License Manager user guide. User Guide

74 3-18 Inventory Management Pinging a Computer 1. Select a specific computer so that the Business Object is active in the workspace. 2. Launch the Ping Computer QuickAction from the Navigator or the Quick Action Center. 3. Ensure the correct Pinging host is displayed and click Ping. 4. The reply information will appear in the dialog box. Rebooting a Computer 1. Select a computer to activate the Business Object in the workspace. 2. Launch the Reboot QuickAction from the Navigator or the Quick Action Center. 3. Ensure the correct Device Name is displayed and click Reboot. ITSM Series

75 QuickActions for Inventory Management 3-19 Accessing a Remote Computer 1. Select a specific computer so that the Business Object is active in the workspace. 2. Launch the Remote Desktop QuickAction from the Navigator or the Quick Action Center. 3. Ensure the correct Device Name is displayed. 4. Select the Console check box to connect to the current session on the target computer. Note: The local user is logged off. If the local user logs back into the remote machine, your remote connection will be terminated. 5. Click Run. IMPORTANT: If the console option is not selected, a new connection and session is established on the target computer. Both sessions run independently. If you click the X at the top of the remote desktop, your connection is terminated but the session is not. You can come back at a later time and establish the connection again continuing the session in progress. You must log off the remote session in order to clear the connection. User Guide

76 3-20 Inventory Management Shutting Down a Computer 1. Select a specific computer so that the Business Object is active in the workspace. 2. Launch the Shutdown QuickAction from the Navigator or the Quick Action Center. 3. Ensure the correct Device Name is displayed. 4. Select the Force check box to force the shutdown without consideration for the current session. 5. Click Shutdown. ITSM Series

77 QuickActions for Inventory Management 3-21 Viewing Services 1. Select a specific computer so that the Business Object is active in the workspace. 2. Launch the View Services QuickAction from the Navigator or the Quick Action Center. 3. Ensure the correct Device Name is displayed. To display another computer, type the computer name and click Connect. 4. When you are finished, close the dialog box. User Guide

78 3-22 Inventory Management Launching the WMI Browser 1. Select a specific computer so that the Business Object is active in the workspace. 2. Launch the WMI Browser QuickAction from the Navigator or the Quick Action Center. 3. Select the Category you want to view. A list of available objects appears in the second column. 4. Select an object from the list to view the details in the third column. ITSM Series

79 4 Configuration Management About Configuration Management Configuration Management provides a model to identify and control your organization s IT infrastructure and services. Configuration Management supports Incident, Problem, Change, and Release Management processes. For example, an Inventory Item might be the key component in resolving an Incident. Therefore, it is linked to that Incident throughout the resolution cycle. Inventory items include hardware, software, and services. Configuration Management involves the process of planning for, identifying, controlling and verifying the Configurations Items (CIs) within a service, recording their status and, in support of Change Management, assessing the potential IT impact of changing those items. IT Service Management includes: Inventory Items: Objects used to track components of your infrastructure. Computers, network devices, and printers are inventory items. Configuration Items: Objects used to deliver a service, such as a Service Level Agreement or Request For Change. Status changes, such as a change in the ownership of an Inventory Item, is recorded to maintain current and accurate data. Details about Inventory Items can be linked to a Incident, Problem, or Change record. For example, when a service desk technician identifies the reason for a service outage.

80 4-2 Configuration Management Configuration Items (CIs) The Configuration Management Database (CMDB) stores a complete record of all Inventory Items associated with your IT infrastructure. Configuration Items (CIs) are components of your infrastructure and related services. Where an inventory item is the physical state of an asset, the configuration item is a key component or service that requires monitoring. It is linked to a service and important to business processes and service requirements. The Configuration Item describes a logical use of an Inventory Item. You can define the Inventory Items needed to support a service, by linking them to that Service under a Business View on the CI Browser. By linking the Inventory Item to the CI under a Business View you can maintain different versions of a configuration structure. For example, if you set up an Internet Service and an Intranet Service and link your Web servers that support those Business Views, the same Web server can be listed under each and monitored separately in relation to the service being provided. What your organization considers a CI or Inventory Item depends on the granularity of your configuration identification plan. Configuration identification includes allocating identifiers for CIs, including individual versions of the CI and their configuration documents. Other records and data associated with a CI include incidents, Known errors and Problems, and corporate data about employees, suppliers, locations, business units, and procedures. Note: To make the comparison and generate a report of compliant and noncompliant items, run the New CI Compliance Quick Action (see "Running the CI Compliance QuickAction" on page 3-15). ITSM Series

81 Inventory Items 4-3 Searching the CIs The CI tab displays Configuration Items (CIs) already linked to the Parent object. As you research and diagnose issues, it might be necessary to search for other CIs related to the issue. You can search the CMDB one of several ways: Use Quick Search on the Navigator Control Panel to search for CIs based on the value in one field. Select the CI and the field, then type the value for which you are searching in the text box. Create a New Search to identify the relevant CIs. You can create complex searches based on multiple Business Objects and fields. Use the Search Center to run an existing Search. It is important to select the correct CI from the View Searches associated with drop-down list. Inventory Items The combined use of Configuration Items and Inventory Items allows the Configuration Manager to manage the physical state of an asset and its relationship to business services. Inventory Items record the physical attributes (for example, serial number, department, status, components, and cost) of an asset at any given time. It maintains the historical changes to the physical attributes (life cycle of the asset) through audit history records. It tracks the serviceability and reliability of the asset. The Inventory Item is linked to Incident, Problem or Change records. User Guide

82 4-4 Configuration Management Common Configuration Item Tabs The Configuration Management tabs represent the Parent s common Child objects. They can vary for your system configuration. Some tabs only display data, others allow you to manage the data using add, edit, and delete, link, and unlink options. Tab Name Description Alert Computer Inventory Printer Inventory Network Device Inventory Standard Identity CI Components Network Adapters Custom Category Hotfixes Applications Local Disks Windows Services Incident Displays alerts, including unauthorized changes in an inventory item and added or removed software applications. Displays inventory information related to snapshots of the computer, network device, or printer at a given point in time. Displays the manufacturer, model, and modification information. Displays information about hardware components found during computer scans. Displays information about installed network adapters found during computer scans. Displays information from various Business Objects, as defined by your IT Inventory Manager. Displays information about installed hotfixes found during computer scans. Displays information about applications found during computer scans. Displays information about the local disk drives on the scanned computer. Displays scanned Windows services on the scanned computer. Displays and manages the Incidents linked to the Configuration or Inventory Item. ITSM Series

83 Inventory Items 4-5 Tab Name Description Change Problem Release Attachment Displays and manages the Change records linked to the Configuration or Inventory Item. Displays the Problem records associated with the Configuration or Inventory Item. Displays and manages the Release records linked to the Configuration or Inventory Item. Lets you attach files pertinent to the Configuration Item. Linking Inventory Items The Computer Inventory tab displays Configuration Items (CIs) linked to the Parent object. As you research and diagnose Incidents or manage Problems, Changes, and Releases, link the related Configuration or Inventory Items for a complete record. 1. Select the Computer Inventory tab associated with the Parent object. 2. Click the Search and link Computer Inventory button on the tab toolbar. The Search Computer Inventory dialog box appears. 3. Use the drop-down lists to create a search query. If you want to add additional queries, click the (+) button at the end of the line. 4. Click Search to view the results in a new window. 5. Highlight the Inventory Item and then click OK to link the Inventory Item to the Business Object. User Guide

84 4-6 Configuration Management Using the Object Browser The Object Browser appears in the Navigator. There are several options in the Select Business Object View drop-down list: All Services Business Services CI Roles CI Service Map Tree Service Intranet Service Inventory Tree Scheduled Jobs Double-click any service or inventory item to view the details of that service in the workspace. The services shown in the sample ITSM database are just examples. Your system administrator or Configuration Manager will define the Business Views for your company. Using the Object Tree Browser Center Select Tools>>Object Tree Browser Center. The Tree view Center dialog box appears. This is where the system administrator or Configuration Manager creates the Business Object views available in the CI Browser. Configuration Items can be presented in a variety of relationships or Business Object Views and defined according to Category or Scope. Category lets you divide your Business Object Views into groups (for example, Web Services and Services) and Scope lets you create views (for example, Global for all to see or Personal for your use only). ITSM Series

85 Inventory Items 4-7 Adding a Tree View 1. Open the Tools menu and select Object Tree Browser Center to launch the Tree view Center. 2. In the View Tree views associated with drop-down list, select a Business Object to associate the new tree view with or select (not associated) leave it general. 3. Add a new Tree view by selecting Action>>New or clicking the New button in the Tree view Center toolbar. 4. Type a Name and an Alias (if the presentation name is different than the tree name). 5. On the General tab, type a Description for the new Tree view. 6. Select either Global or Personal in the Scope drop-down list. When selecting Personal, the Owner changes to reflect your login name. 7. If you want to group your Tree views, type a new Category or select one from the drop-down list. 8. If you want the item to appear on the menu, select the Show as menu item check box. 9. Click the Object Browser Properties tab to design your Tree view. 10. Under Settings select the related check box accordingly: Allow Business Object view to contain Business Objects other than the linked Business Object and its related Business Objects: Lets you show Business Objects in various relationships whether they are linked or not. Show Search Bar: Makes the search bar available for your Tree view. Lock the Tree: Locks the Tree view. User Guide

86 4-8 Configuration Management 11. Click Appearance and select foreground and background colors. 12. Click Business Object View Design to define relationships between objects. 13. Click the View button and select Add Root to begin your Tree view. 14. After the Root is defined, continue by selecting Add Child or Add Sibling to build your tree. Then, click Preview to see how it looks. Creating a Service Record 1. From the menu, select File>>New or click New on the toolbar. 2. Select Service. A blank record appears in the workspace. 3. Type a Service Name. 4. Select a Business Function from the drop-down list. 5. Select your Hours of Operation from the drop-down list. 6. Type the Max. Response Time in minutes. 7. Type the Max Resolution Time in minutes. 8. Select the current Status from the drop-down list. 9. Select each related Child object tab and complete the information required. Tabs vary depending upon the Parent object. Common Service tabs include Task, OLA, UC, SLA, Inventory Item, Incident, Change, Problem, Release, Journal, Attachment, and Audit History. Note: Child objects cannot be saved until the Service object is saved. 10.Select File>>Save or click the Save button on the toolbar. ITSM Series

87 Inventory Items 4-9 Creating and Updating CI Roles CIRoleJob is a scheduled job that automates CI creation. When a CIRoleJob runs it creates and updates CIs based on the criteria established for that CI Role. For example, a job could include a role that only creates and updates Web Servers. The CI Role job is used for bulk processing of CIs. First, creation of the initial CIs, then later updating of certain role types based on new or changed definitions. Running the CI Role Job Follow these steps to run the CI Role Job. 1. In the Object Browser, choose Scheduled Jobs. 2. Expand the Scheduled Jobs to display CI Role Jobs. 3. Expand the CI Role Jobs to display the All CIRoles. 4. Double-click All CIRoles to display the All CIRoles form. 5. Set the following values to run the job at a regular time in the future: set the following: Occurs Every Starting at Ending at Start Date End Date Next Run Time 6. To run the job immediately, check the Reset Next Run Time (Run Now) check box. 7. Click Save to save your changes. User Guide

88 4-10 Configuration Management ITSM Series

89 5 QuickActions Overview A QuickAction is a user-defined operation that performs one or more actions with a single click. A QuickAction can be simple (one action) or complex (two or more actions). For example, a simple QuickAction sends an to a customer acknowledging receipt of an inquiry. Note: Use QuickActions to automate routine or repetitive actions such as sending Incident acknowledgements or creating tasks.

90 5-2 QuickActions About Pre-Actions, Main Actions, and Post- Actions Control the timing and target of a complex QuickAction by classifying actions: Pre-Actions run once and finishes before a Main action is run. Use a Pre-Action to complete an operation that supports a Main action (for example, create a new document before exporting data to it) or runs an action only once (for example, generate a single greeting in a file before exporting data to that file). Main Actions: The focus of the QuickAction. Runs against a single record or a group of records and incorporates ITSM field values. Preactions and Post-actions access only a one record. Main actions run until all selected records are processed. Post-Actions runs once and executes after a Main action runs. Use a Post-Action to complete an operation that depends upon the results of a Main action (for example, create a communication history record after an has been sent). Note: A simple QuickAction executes only one action and is always considered a Main action. About Tags A tag is a dynamic placeholder for inserting data in a QuickAction. For example, you can create an and insert a tag to populate it with an employee s first name. The Insert Tag feature injects ITSM field values, functions, counters, and global values into your actions. ITSM Series

91 Overview 5-3 About the QuickAction Center The QuickAction Center helps you manage your QuickActions. It contains a menu bar for accessing QuickAction commands, a toolbar providing shortcuts to commonly used commands, a tabbed QuickAction bar allowing you to filter and locate QuickActions easily, and a workspace for displaying and running QuickActions. QuickActions displayed in the workspace are first filtered by Business Object association. Using the QuickAction Center you to find, create, edit, copy, delete, and run QuickActions. About QuickAction Properties Configure QuickAction properties to control how QuickActions appear in the QuickAction Center and how they operate in your system. Properties include name, description, scope, category, association, and action. IMPORTANT: The association defines the interaction between the QuickAction and a Business Object and serves as the initial filter for displaying QuickActions in the QuickAction Center. User Guide

92 5-4 QuickActions About Actions Actions tell a QuickAction what to do, such as send an . Each action can incorporate a IT Service Management (ITSM) field value, function, counter, global value, or default value you specify. A QuickAction can contain one action (simple QuickAction) or many actions (complex QuickAction) About Menu and Navigator Customizations Adding QuickActions to the QuickAction menu and the Navigator provides easy access to commonly used QuickActions. Note: ITSM has predefined QuickActions to help you automate your daily duties. Use these QuickActions, edit them, delete them, or create your own. Working with QuickActions Creating a QuickAction Use the QuickAction Center to define QuickAction properties that tell the QuickAction how to operate. Tip: If the new QuickAction resembles an existing QuickAction, use Copy to copy properties from an existing QuickAction when creating a new QuickAction. 1. From the Smart Client, select QuickActions>>QuickActions Center or click QuickAction Center in the Navigator. Tip: In the Application Administrator, the QuickActions Center is accessed from the Business Definition Editor by selecting QuickActions>>QuickAction Center. 2. Select a Business Object in the View QuickActions associated with drop-down list; otherwise, select (not associated). 3. Select Action>>New or click the New button. 4. Type a Name for the QuickAction. ITSM Series

93 Working with QuickActions Type an Alias to create a more user-friendly name. 6. Click the General tab. 7. Type a Description for the QuickAction. 8. Select a Scope (audience) from the drop-down list. Global allows everyone access the QuickAction. Personal allows only the assigned user access the QuickAction. 9. Select a Category from the drop-down list or create a new one by typing a new Category name in the text box. If you want to add the QuickAction to your menu, select Show as menu item. If you want to add the QuickAction to the Navigator, select Show in Navigator. If you want to be able to stop the QuickAction, select Can stop Action. 10. Click the Actions tab. 11. Place your cursor in the Pre-actions, Main actions, or Post-actions list, and then click the Add button. Note: For more information, see "About Pre-Actions, Main Actions, and Post-Actions" on page 5-2. Note: If you want to apply the action to a selected group, select Can be run for a group of records. Clearing the option limits the QuickAction to the active Business Object. 12. On the Select Action dialog box, select an action from the list and then click OK. A dialog box opens where you can define specific actions, such as sending an , running a program, or creating a record. Note: QuickActions are filtered by Business Object association, scope, and category. To view your new QuickAction in the workspace, locate it by browsing for the QuickAction or by using the Find feature. User Guide

94 5-6 QuickActions Locating QuickActions To locate and display a QuickAction in the QuickAction Center, you can: Browse for a QuickAction Use the Find feature To Browse for QuickActions Use the QuickAction bar in the QuickAction Center and refine your criteria by scope and category. QuickActions meeting your criteria appear in the QuickAction Center workspace. 1. From the Smart Client, select QuickActions>>QuickActions Center or click QuickActions Center in the Navigator. Tip: In the Application Administrator, the QuickActions Center is accessed from the Business Definition Editor by selecting QuickActions>>QuickAction Center. 2. To browse for a QuickAction associated with a particular Business Object, select the Business Object in the View QuickActions associated with drop-down list. To browse unassociated QuickActions, select (not associated). 3. To browse for a QuickAction by scope, click Scope on the QuickAction bar. Then, expand Global or Personal and select a category to display its QuickActions. 4. To browse for a QuickAction by category, click Category on the QuickAction bar. Then, select a category to display its QuickActions. To Find a QuickAction The Find feature quickly searches for items in the active interface based on literal text matches. Results are posted to the Find tab, which only appears only after the Find feature is used during a session. The Find tab displays items in user-defined categories. Select a category to display its items in the work pane. The Find text box retains a drop-down list displaying the searches performed during the session. The five most recent searches are retained when you close the session. ITSM Series

95 Working with QuickActions 5-7 Note: The Find feature does not support wildcard searches, such as %, *, and others. 1. Select a Business Object from the View QuickActions associated with drop-down list. 2. Typing a key word in the Find text box and then click Go. 3. View the results on the Find tab. After locating the QuickAction, you can run, edit, copy, or delete it. Copying QuickActions Copy the properties of an existing QuickAction for a new QuickAction to save time. Access Copy from the QuickAction Center. When a new QuickAction is created using the Copy function, it is completely independent of any other QuickAction. You can edit, delete, and run the new QuickAction without affecting the QuickAction originally used to create it. 1. From the Smart Client, select QuickActions>>QuickActions Center or click QuickActions Center in the Navigator. Tip: In the Application Administrator, the QuickActions Center is accessed from the Business Definition Editor by selecting QuickActions>>QuickAction Center. 2. In the QuickAction Center workspace, select the QuickAction to copy. (Locate a QuickAction by browsing for a QuickAction or by using the Find feature.) User Guide

96 5-8 QuickActions 3. From the QuickAction Center menu bar, select Action>>Copy or click the Copy button. The Edit QuickAction dialog box displays the properties of the QuickAction you select. Note: By default, the words Copy of appear before the name of the new QuickAction to eliminate duplicates. Keep this name or type a new name. 4. Modify the properties as when you create a new QuickAction. 5. Click OK. You can now run the new QuickAction. Note: QuickActions are filtered by Business Object association, scope, and category. To view your new QuickAction in the workspace, locate it by browsing for the QuickAction or by using the Find feature. Editing QuickActions Edit a QuickAction using the QuickAction Center. Modify the QuickAction properties tells the QuickAction how to operate. 1. From the Smart Client, select QuickActions>>QuickActions Center or click QuickActions Center in the Navigator. Tip: In the Application Administrator, the QuickActions Center is accessed from the Business Definition Editor by selecting QuickActions>>QuickAction Center. 2. In the QuickAction Center workspace, select the QuickAction to edit. (You can locate a QuickAction by browsing for a QuickAction or by using the Find feature.) 3. From the QuickAction Center menu bar, select Action>>Edit or click the Edit button to view the Edit QuickAction dialog. 4. Change the QuickAction using the General and Actions tabs. 5. Click OK to save your changes. Note: QuickActions are filtered by Business Object association, scope, and category. To view your modified QuickAction, locate it by browsing for the QuickAction or by using the Find feature. ITSM Series

97 Working with QuickActions 5-9 Deleting QuickActions Delete a QuickAction using the QuickAction Center. 1. From the Smart Client, select QuickActions>>QuickActions Center or click QuickActions Center in the Navigator. Tip: In the Application Administrator, the QuickActions Center is accessed from the Business Definition Editor by selecting QuickActions>>QuickAction Center. 2. In the QuickAction Center workspace, select the QuickAction to delete. (You can locate a QuickAction by browsing for a QuickAction or by using the Find feature.) 3. From the QuickAction Center menu bar, select Action>>Delete or click. A dialog box appears to confirm the delete. 4. Click Yes to delete the QuickAction. Running QuickActions Run a QuickAction against an active record (for example, a Employee record open in the Service Management window) or an active group of records (for example, a Saved Search that returned all employees whose last names begin with the letter H). IMPORTANT: Since a QuickAction runs against an associated record or group of records, you must have an associated record or group of records active in the Service Management window. For example, to run a QuickAction associated with the Employee object, an Employee record must be active in Service Management. Note: When attaching a file using the Send QuickAction, the Max Attachment size for the WebClient is determined by a value in web.config. The key is AttachmentMaxSize and value is in KB with default value is This traanslates to 3 MB, but the actual file tobe uploaded might be a little less than 3MB since a request will consume around KB. User Guide

98 5-10 QuickActions Running QuickActions Against Grids You can select particular rows from the dashboard grids or run QuickActions against. The grid may be part of any dashboard. To Run a QuickAction against Selected Rows in a Grid 1. Create or select a dashboard containing a MultiView or MultiQuery grid dashboard part. Run the dashboard. For information on configuring grids in dashboards, see "Defining MultiQuery Grid Dashboard Parts" on page 6-29, or "Defining MultiView Grid Dashboard Parts" on page Select individual rows by holding down the Ctrl key, then clicking with the mouse on each individual record from the grid. Alternatively, the user may first click on one row, then hold Shift while clicking on a second row to select all the records between the two rows. 3. After the rows have been selected, run the QuickAction for the selected items. Start the QuickAction by: Selecting from the Recent QuickActions list from the QuickActions menu Selecting from the Navigator, provided that Show in Navigator has been activated for the QuickAction, or selecting from the QuickAction menu, provided that Show as menu item has been activated. Selecting from the QuickAction Center, either by invoking Run or Run for Group. Note: It is not necessary to specifically run the QuickAction using Run for Group in the QuickAction Center. Running the QuickAction normally means the QuickAction will be applicable for the selected records. 4. The user can now confirm that the records have been appropriately updated by the QuickAction. ITSM Series

99 Working with QuickActions 5-11 Stopping Quick Actions Stop a Quick Action by clicking the Stop button on the Progress monitor. The action that is currently in progress will finish, but no further actions will be performed, such as Update Record, Send Notification, etc. To make the option available, the user must open the Quick Action Editor and check the Can Stop Action option to enable it. User Guide

100 5-12 QuickActions Adding QuickActions to the Navigator Global QuickActions can be displayed in the Smart Client Navigator. You can also display personal QuickActions in the Navigator. Follow these steps to create and display a QuickAction in the Navigator. To Add a New QuickAction to the Navigator 1. From the Smart Client, select QuickActions>>QuickActions Center or click QuickActions Center in the Navigator. Tip: In the Application Administrator, the QuickActions Center is accessed from the Business Definition Editor by selecting QuickActions>>QuickAction Center. 2. On the Scope tab, click Personal. 3. Open the Action menu and select New or click the New button to view the QuickActions dialog. 4. Enter the Name and Alias for the Quick Action. 5. On the General tab, check the Show in navigator check box. 6. Define your QuickAction and then click OK to save it. Your QuickAction is now displayed in the Navigator. To Add an Existing QuickAction to the Navigator 1. From the Business Definition Editor, select Definitions>>QuickActions. Tip: In the Application Administrator, the QuickActions Center is accessed from the Business Definition Editor by selecting QuickActions>>QuickAction Center. 2. Locate the QuickAction using the browse or find. 3. Highlight the QuickAction and click Edit. 4. Click the General Tab and select: Show in Navigator. 5. Click OK to save the QuickAction. Your QuickAction is now displayed in the Navigator. ITSM Series

101 Working with QuickActions 5-13 To Add an Existing QuickAction to the Menu 1. From the Business Definition Editor, select Definitions>>QuickActions. Tip: In the Application Administrator, the QuickActions Center is accessed from the Business Definition Editor by selecting QuickActions>>QuickAction Center. 2. Locate the QuickAction using the browse or find. 3. Highlight the QuickAction and click Edit. 4. Click the General Tab and select Show as menu item. 5. Click OK to save the QuickAction. Your QuickAction is now displayed as a QuickAction menu item. User Guide

102 5-14 QuickActions ITSM Series

103 6 Dashboards Learning About Dashboards Dashboards are user-defined summary views of data taken from internal and external sources. Dashboards are constructed using one or more parts, which can include grids, Multi-Query grids, your Outlook Inbox or Calendar, images, Web browsers, Link lists, tabbed parts, Microsoft Project files and charts. For example, you can create a dashboard that displays your Outlook Calendar and Inbox, a productivity chart, and links to commonly used Web sites, files, and saved searches. Menu and Navigator Customizations When creating or editing a dashboard, you may add it to the Tools>>Dashboards menu and the Navigator, allowing quick access to commonly used dashboards. Dashboard Hierarchy When creating a dashboard, you can determine whether the dashboard will be displayed based on the hierarchy of dashboard types. For example, if you create a Personal dashboard with the same name as a Global dashboard, the Personal dashboard is displayed. If you create a dashboard for a particular role that has the same name as a Global dashboard, then that dashboard is displayed in place of the Global dashboard with the same name.

104 6-2 Dashboards Displaying Dashboards You may have several dashboards available to you, however only one can be displayed in the workspace at any given time. When you launch ITSM, the default dashboard for your role appears. You may then select a Personal Dashboard or another dashboard for the current session. Select a different dashboard using the Dashboard Center by selecting Tools>>Dashboards from the menu or by clicking Dashboard on the Navigator. After drilling down in a dashboard grid or chart, click Back to return to a previous dashboard view. After a period of idleness or to ensure that all dashboard parts have the most current data, right-click and select Refresh. Note: If you cannot see your Outlook Inbox or Calendar, make sure that you have the Service Management/Outlook integration installed and configured. Learning About the Dashboard Center The Dashboard Center manages your dashboards. You can find, run, create, copy, edit, and delete dashboards from this interface. The Dashboard Center contains a menu bar for accessing various dashboard commands, a toolbar providing shortcuts to commonly used commands, a tabbed dashboard bar for filtering and locating dashboards, and a workspace for displaying and running dashboards. To Open the Dashboard Center, select Tools>>Dashboards>>Dashboard Center. Note: In the Application Administrator, the Dashboard Center is accessed from the Business Definition Editor by selecting Definitions>>Dashboards. ITSM Series

105 Learning About the Dashboard Center 6-3 Use the menu bar to access dashboard commands. Use the toolbar to utilize shortcuts. Use the tabbed pane to filter and locate dashboards. You must initially define the scope, or user availability, of a dashboard: Personal, Role, or Global. Dashboards defined as Personal are available only to the user who created them. Dashboards defined as Role are available only to users who log on as a user in a particular role. Roles are assigned to Security Groups in the Application Administrator. Dashboards defined as Global are available to all users. Create dashboards with one or more parts, such as grids, tables, links, and so on. You may define several dashboards, however only the default dashboard appears in the workspace when you launch ITSM. Note: The default dashboard for your assigned role is established by your system administrator. If you define a Personal Dashboard or want to view another dashboard, open the Dashboard Center and select one to replace the default Workspace for your current session. User Guide

106 6-4 Dashboards Personalizing Dashboards After opening the ITSM application, you can select a Personal dashboard to view instead of the default dashboard configured for your role. The Dashboard Center to used to define Personal Dashboards. For more information, see "Displaying Dashboards" on page 6-2. Note: Workspaces are defined separately for the Smart Client and the Web Client by Role (in the FRS IT Application Administrator). The appearance of your default dashboard might depend on how you access the application. Working with Dashboards Creating a Dashboard Define dashboard properties that define how the dashboard operates: 1. On the ITSM menu, select Tools>>Dashboards>>Dashboard Center. 2. From the Dashboard Center menu, select Action>>New or click the New button. ITSM Series

107 Working with Dashboards Type a Name, for example, My Dashboard. 4. Type an Alias to create a more user-friendly name. 5. On the General tab, type a Description, for example, Testing my Personal Dashboard. 6. In the Scope drop-down list, select an audience, for example, Personal. 7. The Owner field is updated based on the current user. 8. Type a Category or select an existing Category from the drop-down list, such as My Dashboards. 9. Select Show as a menu item and Show in navigator for easier access. Finding Dashboards Use the Find text box to search for a dashboard using key words, which may be part of either the Name or the Description for the dashboard. To find dashboards: 1. Type a keyword in the Find textbox. 2. Click the Go button. Only the Find results for the current search appear on a new Find tab, and are sorted by Scope. 3. You must select each of the three different scopes to view all results. Your search keywords are subsequently added to the Find drop-down list. You may display any of your previous searches from Find results by selecting keywords from the drop-down list and clicking Go. User Guide

108 6-6 Dashboards Browsing for Dashboards Browse for a dashboard using the Dashboard Center bar in the Dashboard Center. Browsing allows you to refine your criteria according to scope and category. Dashboards meeting your criteria are then displayed in the Dashboard Center workspace. Select Tools>>Dashboards>>Dashboard Center from the Service Management menu bar. Then, make a selection from the View Dashboards associated with drop-down list. Tip: You can also use Find to locate a dashboard. To Browse for a Dashboard According to Scope 1. Click the Scope tab on the Dashboard bar. 2. Expand the Global, Role or Personal categories in the left column to display dashboard folders. 3. Expand a folder to display dashboards associated with that scope in the right-hand column. 4. Right-click on a dashboard in the right-hand column and select Run, Edit, Copy, or Delete. Note: You can also run the dashboard by double-clicking on it. To Browse for a Dashboard According to Category 1. Click the Category tab on the Dashboard bar. 2. Select a category from the left-hand column to display associated dashboards in the right-hand column. 3. Right-click on a dashboard in the right-hand column and select Run, Edit, Copy, or Delete. ITSM Series

109 Working with Dashboards 6-7 Editing Dashboards Use the Dashboard Center to edit a dashboard by modifying dashboard properties. 1. Select Tools>>Dashboards>>Dashboard Center on the menu bar. 2. In the Dashboard Center work pane, select the dashboard to edit. (Locate a dashboard by browsing or by using Find.) 3. Select Action>>Edit from the menu or click the Edit button to view the Edit Dashboards dialog. 4. Change the properties using the General, Appearance, and Layout tabs. 5. Click OK to save your changes 6. Click Run to run the dashboard. Note: Dashboards are filtered by scope and category. To view your modified dashboard in the work pane, locate it by either browsing or by using Find. User Guide

110 6-8 Dashboards Defining the Dashboard Appearance Define the title, colors, graphics, and background for the dashboard: 1. In the Text text box, type the display title for the Dashboard, for example, My Dashboard. 2. Select the Display date check box to include the current date in the title bar. 3. To add an Icon, click the down arrow and select: Browse: The Image Selector appears. Click Import to browse and import other images. None For this example, click None. ITSM Series

111 Working with Dashboards Select Use system colors to use the default color scheme or customize the title bar colors: Select a text color in the Foreground color drop-down list, for example, select HotTrack. For the title bar Background color, select either: Solid: Select a color from the Color 1 drop-down list. Gradient: Select the start color from the Color 1 drop-down list and the end color from the Color 2 drop-down list. For this example, select Gradient, DarkSalmon for Color 1, and IndianRed for Color Select either Solid or Gradient for the workspace background color. For this example, select Solid and Gainsboro as Color To add a graphic to the dashboard background, click the Image down arrow and select: Browse: The Image Selector appears. Click Import to browse and import other images. None For this example, click None. 7. Click OK. 8. Click Run. The new dashboard title and background colors appear in the workspace. User Guide

112 6-10 Dashboards Defining the Dashboard Layout The Layout tab has two sections: Dashboard Layout (on the left) is a graphical quadrant display based on the settings defined below the grid Dashboard Parts (on the right) a list of dashboard parts available to add to the current layout. Manage parts using the "Dashboard Part Center" (see page 6-15). Tip: To immediately define a new part, click Add parts. ITSM Series

113 Working with Dashboards To define the structure of your dashboard layout, type or select the number of Rows and Columns to display (maximum number of rows and columns is 5; minimum number is 1).. For this example, select 2 Rows and 2 Columns. 2. Type or select the number of pixels for the Separator thickness (maximum = 10). For this example, select Select the Columns and rows are all the same size check box to maintain a symmetrical layout. Clear this check box to alter the sections. For this example, clear this check box. 4. To add parts to the layout, select the Scope of the part you will add. If parts are defined in the Dashboard Parts Center for the selected Scope, their names are displayed. Select a different scope in the Scope dropdown list to change the list. If the part is not currently defined in the Dashboard Parts Center, click Add parts to create a part for the active Scope. The Dashboard Part selection dialog box appears. Select a part type in the drop-down list. For this example, select Global to view all configured dashboard parts. 5. Drag the part(s) from the list to the layout. For this example, drag the following parts to the list: My Active Incidents by Priority to the top left section Pending Approvals to the top right section Outlook Inbox to the bottom left section Outlook Calendar to the bottom right section 6. On the vertical axis, mouse-over the border between 0 and 1 until it becomes a double-arrow, then click to resize the bottom sections so that they are slightly shorter than those at the top. User Guide

114 6-12 Dashboards 7. To edit the layout, click the part. Right-click and use the edit layout commands. Delete: Removes the part Expand Horizontally: Expands the part one layout section to the right Expand Vertically: Expands the part one layout section down Contract Horizontally: Decreases the part that was previously expanded by removing one section from the right Contract Vertically: Decreases the part that was previously expanded by removing one section from the bottom 8. Click OK to save the changes. Copying Dashboards Copy the properties of an existing dashboard to create a new dashboard. 1. In the ITSM menu bar, select Tools>>Dashboards>>Dashboard Center. 2. In the Dashboard Center work pane, select a dashboard to copy. (Locate a dashboard by browsing or by using Find.) 3. From the Dashboard Center menu bar, select Action>>Copy or click the Copy button. The New Dashboard dialog box appears displaying the properties of the copied dashboard. Change the properties using the General, Appearance, and Layout tabs. Note: By default, the new dashboard name is: Copy of <dashboard name>. Keep this name or rename it. 4. Click OK to save your changes and exit the Edit Dashboard dialog box. You can now run the new dashboard. Note: Dashboards are filtered by scope and category. To view your new dashboard in the workspace, locate it by browsing or by using Find. ITSM Series

115 Working with Dashboards 6-13 Running Dashboards After selecting a new dashboard, use the Run command make it active in the workspace. 1. Select Tools>>Dashboards>>Dashboard Center on the Service Management menu bar. 2. In the Dashboard Center workspace, select the dashboard to run. (Locate a dashboard by browsing or by using Find.) 3. On the Dashboard Center menu bar, select Action>>Run. Service Management runs the dashboard and posts the information in the workspace. Deleting Dashboards Delete a dashboard using the Dashboard Center. 1. Select Tools>>Dashboards>>Dashboard Center from the application menu bar. 2. In the Dashboard Center work pane, select the dashboard to delete. (Locate a dashboard by browsing or by using Find.) 3. From the Dashboard Center menu bar, select Action>>Delete or click the Delete button. A dialog box appears confirming the deletion. 4. Click Yes to delete the dashboard from the system. Printing Dashboard Data Print charts and grids from a dashboard. Selecting a grid prints only data; Selecting a chart prints both the chart and data. 1. Right-click on a chart or grid in the dashboard. 2. Select either: Print: Sends the report to the printer. Note: The printed document includes the chart and the source data. Print Preview: Displays the report in a preview window. You may then print, zoom, or change your display. User Guide

116 6-14 Dashboards Working with Dashboard Parts About Dashboard Parts Use dashboard parts to construct dashboards. Define parts for Personal, Role, or Global scopes. Part Description Chart Diagram Viewer Image List Link Microsoft Project MultiQuery Grid MultiView Grid Object Browser Outlook Calendar Outlook Inbox Tabbed Part Web Browser A graph or chart based on database data. A component that shows a CI Map in the dashboard (view only mode). A graphic from a specified source. Hyperlinks to Web sites, files (using a UNC path), or Saved Searches. A Microsoft Project document on the local computer. Multiple query results displayed in a grid. Multiple data views displayed in a grid. Allows business object and related objects to be displayed in hierarchical tree format. Your Outlook Calendar on the local computer. Your Outlook Inbox on the local computer. Several parts displayed under tabs. A Web page based on a specified URL. ITSM Series

117 Working with Dashboard Parts 6-15 Dashboard Part Center Manage dashboard parts in the Dashboard Part Center. The main interface contains a menu bar for accessing dashboard commands, a toolbar that provides shortcuts to commonly used commands, a tabbed dashboard bar that lets you filter and locate dashboards quickly, and a workspace for displaying and running dashboards. To open the Dashboard Part Center, select Tools>>Dashboards>>Dashboard Part Center. Note: In the Application Administrator, the Dashboard Part Center is accessed from the Business Definition Editor by selecting Definitions>>Dashboard Parts. You can use the Dashboard Part Center to create, edit, find, copy, and delete dashboard parts. User Guide

118 6-16 Dashboards Creating Dashboard Parts Dashboards consist of one or more parts. Create dashboard parts for several different views of data and information. You can use the same dashboard part on multiple dashboard layouts. For more information about the part types, see "About Dashboard Parts" on page To Create Dashboard Parts: Use the Dashboard Part Center Add parts while defining dashboard layouts 1. Select Tools>>Dashboards>>Dashboard Part Center on the Service Management menu bar. 2. Select the Scope for the dashboard (Global, Role, or Personal), and select Action>>New from the dashboard menu or click the New button to view the Dashboard Part dialog. 3. Select a dashboard part type from the drop-down list: 4. Click OK. The New <dashboard part> dialog box or wizard appears. These steps describe the basic creation of new dashboard parts. For information about configuring dashboard parts, see: "Defining Dashboard Part General Properties" on page 6-20 "Defining Dashboard Part Appearance" on page 6-20 "Defining Advanced Settings for Dashboard Parts" on page Finding Dashboard Parts To locate and display dashboard parts in the Dashboard Part Center: Browse for a dashboard part Use Find Note: Dashboard parts meeting your browse or Find criteria are listed in the Dashboard Part Center work pane. ITSM Series

119 Working with Dashboard Parts 6-17 Browsing Dashboard Parts Browse for a dashboard part using the Dashboard Part Center bar. Browsing lets you refine your criteria according to scope and category. dashboard parts meeting your criteria display in the Dashboard Part Center work pane. 1. Select Tools>>Dashboards>>Dashboard Part Center from the application menu bar. 2. To browse for a dashboard part according to scope, click the Scope tab, and expand Global, Role, or Personal. The tree displays a list of categories. Select a category to display the parts in the work pane. 3. To browse for a dashboard part according to category, click the Category tab. The list displays all available categories. Select a category to display the part. Note: You can now edit, copy, or delete the dashboard part. Tip: Use Find to locate dashboard parts. Editing Dashboard Parts Edit a dashboard part using the Dashboard Part Center to modify the part properties, which specify how the dashboard part operates. 1. Select Tools>>Dashboards>>Dashboard Part Center on the Service Management menu bar. 2. In the Dashboard Part Center work pane, select the part to edit. (Locate a part by browsing or by using Find.) 3. From the Dashboard Part Center menu bar, select Action>>Edit or click the Edit button. The Edit <dashboard part> dialog box appears. When editing charts, the Chart Wizard appears. 4. Make changes using the General, Appearance, and Properties tabs. The properties vary depending upon the type of part. For more information about the part types, see "About Dashboard Parts" on page User Guide

120 6-18 Dashboards 5. Click OK. Your changes are saved to the system. Note: Dashboard parts are filtered by scope and category. To view your modified dashboard part, locate it by browsing or by using Find. Copying Dashboard Parts Copy the properties of an existing dashboard part to create a similar dashboard part using the Dashboard Part Center. For more information about the part types, see "About Dashboard Parts" on page Select Tools>>Dashboards>>Dashboard Part Center in the Service Management menu bar. 2. In the Dashboard Part Center work pane, select the dashboard part to copy. (Locate a dashboard part by browsing or by using Find.) 3. From the Dashboard Part Center menu bar, select Action>>Copy or click the Copy button. The New <dashboard part> dialog box appears displaying the properties of the copied dashboard part. 4. Make changes using the General, Appearance, and Properties tabs. Properties vary depending on the type of dashboard part you are creating. Note: By default, the new dashboard part name is: Copy of <dashboard part>. You may choose a different name for it. 5. Click OK to save your changes and exit the New <dashboard part> dialog box. You can now add the dashboard part to a dashboard. Note: Dashboard parts are filtered by scope and category. To view your new dashboard in the work pane, locate it by browsing or by using Find. Deleting Dashboard Parts Delete dashboard parts using the Dashboard Part Center. 1. Select Tools>>Dashboards>>Dashboard Part Center from the Service Management menu bar. ITSM Series

121 Working with Dashboard Parts In the Dashboard Part Center work pane, select the dashboard part to delete. (Locate a dashboard part by browsing or by using Find.) 3. From the Dashboard Part Center menu bar, select Action>>Delete or click the Delete button. A dialog box appears confirming the deletion. 4. Click Yes. Overriding Dashboard Part Properties When using the same dashboard part in multiple dashboards, you may override some of the appearance properties using the Dashboard Center: 1. Select Tools>>Dashboards>>Dashboard Center. 2. Highlight the dashboard to change and click Edit. The Edit Dashboard dialog box appears. 3. Click the Layout tab. 4. Select the dashboard part to change. 5. Right-click and select Properties. The Properties dialog box for the selected dashboard part appears. 6. You may change the title appearance, background color, or foreground color of the dashboard part in the selected dashboard. User Guide

122 6-20 Dashboards Defining Dashboard Part General Properties From the New or Edit dashboard part General tab, configure how the dashboard part is displayed in the Dashboard Part Center. 1. In the Description text box, type a description of the dashboard part. 2. In the Scope drop-down list, select the audience: Global: Available to everyone working in the system. Role: Available to users logged in as a particular role. Personal: Available only to the user who created the dashboard. 3. Dashboard parts under each scope are further organized in a tree format, subdivided into categories. 4. The Owner field changes based on the scope field and is not usereditable. Note: The owner field can only be accessed in the Application Administrator. 5. Type or select a Category name. Category organizes the dashboard parts into user-defined folders that appear on the Category and Scope tabs on the Dashboard Part Center Bar. Find displays the search results in categories on the Find tab. Defining Dashboard Part Appearance Define the appearance of a dashboard using the Appearance tab in the New Dashboard Part or Edit Dashboard Part dialog box. Use the Appearance tab to define a dashboard s title, colors, graphics, and background. 1. In the Title area Text box, type the display title for the dashboard part. Select the Show title check box to display this title in the dashboard. 2. To add an Icon, click the down arrow and select Browse or None. If you select Browse, the Image Selector dialog box appears. 3. Select Use dashboard title background to use the current color scheme of the dashboard. To customize the dashboard part colors, clear the Use dashboard title background check box and configure the Foreground color and Background color. ITSM Series

123 Defining Advanced Settings for Dashboard Parts If you are customizing the colors, select the text color in the Foreground color drop-down list. 5. For the title Background color, select either: Solid: Select a color in the Color 1 drop-down list to add a solid color to the title background. Gradient: Select the start color in the Color 1 drop-down list and the end color in the Color 2 drop-down list. The start color begins on the left, changing to the end color on the right of the title. 6. Click OK to exit the dialog, or select another tab to access more configuration options. Defining Advanced Settings for Dashboard Parts Advanced settings for dashboard parts are configured in tabs within the New Dashboard Part or Edit Dashboard Part dialog box. The name and content of these tabs vary based on the function of the dashboard part. Depending on its function, there may be additional steps required beyond the scope of the New Dashboard Part or Edit Dashboard Part dialog box. There are several types of dashboard parts available: Chart: (see "Defining Charts" on page 6-22) Diagram Viewer: (see "Defining Diagram Viewer Dashboard Parts" on page 6-26) Image: (see "Defining Image Dashboard Parts" on page 6-27) Link List: (see "Defining Link List Dashboard Parts" on page 6-27) Microsoft Project: (see "Defining Microsoft Project Dashboard Parts" on page 6-28) MultiQuery Grid: (see "Defining MultiQuery Grid Dashboard Parts" on page 6-29) MultiView Grid: (see "Defining MultiView Grid Dashboard Parts" on page 6-31) User Guide

124 6-22 Dashboards Object Browser: (see "Defining Object Browser Dashboard Parts" on page 6-32) Outlook Calendar: (see "Defining Outlook Calendars Dashboard Parts" on page 6-33) Outlook Inbox: (see "Defining Outlook Inbox Dashboard Parts" on page 6-33) Tabbed Part: (see "Defining Tabbed Part Dashboard Parts" on page 6-34) Web Browser: (see "Defining Web Browser Dashboard Parts" on page 6-35) Defining Charts Use this dashboard part in a dashboard to create a chart based on data from your system. Unlike other dashboard parts, define charts using a wizard. Creating a Chart 1. Follow steps 1-3 of "Creating Dashboard Parts" on page In the Dashboard Part Center dialog box, select Chart. 3. Click OK to start the Chart Wizard. The Chart Wizard is used to create various types of charts based on data in your database. The wizard creates and edits charts. ITSM Series

125 Defining Advanced Settings for Dashboard Parts Review the introductory information and click Next. The Basic Information dialog box appears. 5. In the Name text box, type the name to appear in the Dashboard Part Center. 6. The Alias text box will display the name unless you change it. 7. Select the Scope in the drop-down list. 8. Select the Scope owner in the drop-down list. The user options are related to the scope. 9. Select the Support Async Loading check box to automatically update the chart while it is visible. 10.Select the Show Refresh Button check box to add a refresh button to the dashboard part. All parts can also be manually refreshed by rightclicking and selecting Refresh. 11.Set a Refresh Interval by selecting an interval, in minutes, from the drop-down list. 12. Select the Title check box if you want to add a title to the chart. If the check box is cleared, you cannot add or edit the title. 13. In the Description text box, type a description of the chart to appear in the Dashboard Part Center. 14. Click Next. The Chart Types dialog box appears. There are several different types of charts you can create: Bar Chart Column Chart Line Chart Pie Chart Pipeline Chart Funnel Chart Thermometer Speedometer 15. Select the type of chart you want to create and continue following the Chart Wizard. User Guide

126 6-24 Dashboards Defining Chart Labels Set the chart tooltips, labels, series, tick marks, and data ranges. Note: The current limitation for Axis-X and Axis-Y labels is 100 pixels. Using the default font, the limitation is approximately 18 to 20 characters. 1. Select the Label tab. 2. In the Axis-X area, configure these labels for the horizontal axis: Format: Select None, Item Label, Data Value, or Label and Data. Format String: Updates with a string representing the format selected above. Orientation: Select the direction the label is oriented: Horizontal, Vertical Left Facing, or Vertical Right Facing. 3. In the Axis-Y area, you configure these labels for the vertical axis: Format: Select None, Item Label, Data Value, or Label and Data. Format String: Updates with a string representing the format selected above. Orientation: Select the direction the label is oriented: Horizontal, Vertical Left Facing, or Vertical Right Facing. 4. Click the Series tab to designate labels for data series. A data series consists of related data points plotted on a chart bar, column, or line. Most charts can have one or more data series; however, pie charts have only one data series. Configure the following: In the Axis-X Format drop-down list, select either Series Label to display the series name or None to remove it. In the Axis-Y Format drop-down list, select either Series Label to display the series name or None to remove it. 5. Click the Tick Mark tab and configure the following: In the Axis - X area, select Percentage to display the distance between two tick marks on the chart as a percentage of the data range, and then specify the number in the text box; or select Data Interval to display the distance between two tick marks in data units, and then specify the number in the text box. ITSM Series

127 Defining Advanced Settings for Dashboard Parts 6-25 In the Axis - Y area, select Percentage to display the distance between two tick marks on the chart as a percentage of the data range, and then specify the number in the text box; or select Data Interval to display the distance between two tick marks in data units, and then specify the number in the text box. 6. Click the Data Range tab and configure the following: In the Axis - X Range Type drop-down list, select Automatic to use parameters constrained only by the data, or select Custom and the Min (minimum) and Max (maximum) values. In the Axis - Y Range Type drop-down list, select Automatic to use parameters constrained only by the data, or select Custom and the Min (minimum) and Max (maximum) values. 7. Click the ToolTip tab and configure the following: In the Highlight Color drop-down list, select the tooltip highlight color. In the Back Color drop-down list, select the background color for the tooltip. 8. Click Next. Defining Pie Charts Labels After configuring the title, legend, colors, and background for pie charts, set the chart label and tooltip. 1. Click the Pie Label tab. 2. In the Format drop-down list, select from these values: None: No label displayed. Percent Value: Default format string is (PERCENT_VALUE:#0.00)% Data Value: Default format string is (DATA_VALUE:#0.00) Item Label: Default format string is (ITEM_LABEL) Label_and_Percent: Default format string is (ITEM_LABEL)(PERCENT_VALUE:#0.00)% 3. The Format String text box displays the defaults for the value selected in the Format drop-down list. User Guide

128 6-26 Dashboards 4. Click the ToolTip tab. 5. In the Highlight Color drop-down list, select the tooltip highlight color. 6. In the Back Color drop-down list, select the background color for the tooltip. 7. Click Next to view the Chart Drilldown dialog box. Defining Diagram Viewer Dashboard Parts Use this dashboard part to display a diagram in a dashboard (view only mode). 1. Follow the steps for creating a dashboard part. 2. In the Dashboard Part dialog box, select Diagram Viewer and click OK. The New dialog box appears. 3. In the Name text box, type a name for the dashboard part. 4. Configure the properties on the General tab. 5. Click the Appearance tab. Configure the available appearance properties. 6. Click the Property tab. 7. In the Diagram Type field, select the type of diagram to display in the dashboard. 8. In the Diagram Name field, click the Browse button. The Select [Diagram Type] dialog appears. 9. To add a new diagram for this Diagram Type, select Item>>Add, or click the Add button. The Add [Diagram Type] dialog appears. 10. Enter Name, Version, Author, and Description information in the appropriate fields. 11. Click Save to save the new Diagram and return to the previous screen, or Save & Use to save the diagram and select it for use in the dashboard part. 12. Click OK to add the Diagram Viewer part to the Dashboard Part Center. ITSM Series

129 Defining Advanced Settings for Dashboard Parts 6-27 Defining Image Dashboard Parts Use this dashboard part to display an image. 1. Follow the steps for creating a dashboard part. 2. In the Dashboard Part dialog box, select Image and click OK. The New Image dialog box appears. 3. In the Name text box, type a name for the dashboard part. 4. Configure the properties on the General tab. 5. Click the Appearance tab. Configure the available appearance properties. 6. Click the Property tab. 7. Click the down arrow and select Browse or None. Select Browse to open the Image Selector dialog box and locate an image. Select None to not display a graphic. 8. Click OK to add the image part to the Dashboard Part Center. Defining Link List Dashboard Parts Use this dashboard part in a dashboard to display a list of hyperlinks to Web sites, files (using a UNC path), and queries. 1. Follow the steps for creating a dashboard part. 2. In the Dashboard Part dialog box, select Web Browser and click OK. The New Link List dialog box appears. 3. In the Name text box, type a name for the dashboard part. 4. Configure the properties on the General tab. 5. Click the Appearance tab. Configure the appearance properties. 6. Click the Property tab. 7. To add a new link to the list, click Add. The Link dialog box appears. 8. In the Text text box, type the text to appear on the list. 9. To add an image to the list, click the down arrow and select Browse or None. Select Browse to open the Image Selector dialog box and locate an image. Select None to not display a graphic. User Guide

130 6-28 Dashboards 10. Select Query or URL. If you select Query, click Browse to open the Search Center and select a Saved Search. Based on the selected search, select a Grid Definition and OrderBy Field from the drop-down lists. If you select URL, type the path for a Web site or file (using a UNC path). To locate files on your network, type a UNC path. 11. Click OK to return to the Link List dialog box. 12. Click Add to continue adding items to your list. Click Edit to modify the selected item. Click Delete to remove the selected item from the list. 13. Click OK to add the Link List part to the Dashboard Part Center. Defining Microsoft Project Dashboard Parts Use this dashboard part to display a Microsoft Project document on a dashboard. Note: Microsoft Project can only be displayed when Microsoft Project is installed on the local computer. 1. Follow the steps for creating a dashboard part. 2. In the Dashboard Part dialog box, select MSProject and click OK. The New MSProject dialog box appears. 3. In the Name text box, type a name for the dashboard part. 4. Configure the properties on the General tab. 5. Click the Appearance tab. Configure the appearance properties. 6. Click the Property tab. Type the Project Name or click Browse to locate it. 7. Click OK to add the Microsoft Project Part to the dashboard Part Center. ITSM Series

131 Defining Advanced Settings for Dashboard Parts 6-29 Defining MultiQuery Grid Dashboard Parts Use this dashboard part to display multiple query results in a single dashboard part. For example, completed tasks, incomplete tasks, my completed tasks, and my incomplete tasks. Note: A knowledge of XML is required to created MultiQuery grids. 1. Follow the steps for creating a dashboard part. 2. In the Dashboard Part dialog box, select MultiQuery Grid and click OK. The New MultiQuery Grid dialog box appears. 3. In the Name text box, type a name for the dashboard part. 4. Type an Alias to create a more user-friendly name. 5. Configure the properties on the General tab. 6. Click the Appearance tab. Configure the appearance properties. 7. Click the Xml definition tab. Type the XML definitions for your queries. 8. You can Cut, Copy. Paste, Find, Replace, text or enter text in the Text Box. Use the following XML template: <MultiQueryGridPartDetails> <BusObDef ID="1DD7A1F22A444DC8A759CB81A032E7CA" Name="ServiceCatalog" /> <DateRangeDef Apply="TRUE"> <Field /> <AmountOfTime Past="FALSE" Value="30" Unit="Days" /> </DateRangeDef> <GridDef ID="" Name="" /> <DateRangeList AllowDateEntry="TRUE" /> <GroupBy Field="ServiceCatalog.ServiceName" Caption="Service" /> <ColumnDataList> <ColumnData Name="SLAs approaching review date" ID="5B8351A4A A93FFF37CD13D" Category="" Perspective="(Base)"> <Alias /> User Guide

132 6-30 Dashboards <Description /> <Caption>SLAs approaching review date</caption> <DateRange Field="SLA.ReviewDate" /> <Relationship ID="2A0B2924A56646E3AE61CAB89BDF9C51" Name="ServiceCatalogAssociatesSLA" /> </ColumnData> <ColumnData Name="OLAs approaching review date" ID="8A3E83ED1B4E F29B " Category="" Perspective="(Base)"> <Alias /> <Description /> <Caption>OLAs approaching review date</caption> <DateRange Field="OperationalLevelAgreement.OLAReviewDate" /> <Relationship ID="919425F EA874F71762C6A9" Name="ServiceCatalogAssociatesOLA" /> </ColumnData> <ColumnData Name="UCs approaching review date" ID="DEB9E238F36540EF98F75A7E5134DB11" Category="" Perspective="(Base)"> <Alias /> <Description /> <Caption>UCs approaching review date</caption> <DateRange Field="UnderPinningContract.UCReviewDate" /> <Relationship ID="97DE509252A345FBBD5821D70D266BCF" Name="ServiceCatalogAssociatesUnderpinningContract" /> </ColumnData> </ColumnDataList> </MultiQueryGridPartDetails> 9. Click OK to add the Multi-Query Grid Part to the Dashboard Part Center. ITSM Series

133 Defining Advanced Settings for Dashboard Parts 6-31 Defining MultiView Grid Dashboard Parts Use this dashboard part in a dashboard to display the selected Business Object in a grid view based on a Saved Search. 1. Follow the steps for creating a dashboard part. 2. In the Dashboard Part dialog box, select MultiView Grid and click OK. The New MultiView Grid dialog box appears. 3. In the Name text box, type a name for the dashboard part. 4. Type an Alias to create a more user-friendly name. 5. Configure the properties on the General tab. 6. Click the Appearance tab. Configure the appearance properties. 7. Click the Query tab and define these properties: Business Object: Select either Master object or Standard object and select the specific Business Object in the drop-down list. Search Group: Click Browse to open the Search Center and select a Saved Search. If you specified a Master Business Object, the Saved Search should be associated with that Master object. If necessary, create a new Saved Search. Limit the query results with a date range: Select the check box and then select the date and time field upon which to base the limit. Select one of the options. Use a length of time: Select the time from the drop-down list. Use a date range: Select the Start date and End date using specific dates or date functions. Use an amount of time: Select Last or Next in the drop-down list. Specify the numeric value for the period of time. Select Hours, Days, and Years as the time period. 8. Click the Grid tab and define these properties: Grid: Select the Business Object grid in the drop-down list. Drill down options: Select Double-click drills down to Business Object to open the object from the grid. Select Double-click drills down to parent of Business Object to open the Parent object from the grid. User Guide

134 6-32 Dashboards 9. Click the Run time options tab. Show View Options: The initial query is defined on the Query tab. For example, All Incidents can be the initial query; then All Closed Incidents or All Open Incidents could be the Run Time Option. Click Add to add a query option, Edit to change a query, or Delete to remove a query option. Show date range options: If you have selected the Limit the query results with a date range check box on the Query tab, then you can select Show date range options to limit the additional queries by Last Month, Last Quarter, and so on. For user input, select Allow date entry. 10. Click OK to add the grid to the Dashboard Part Center. Defining Object Browser Dashboard Parts Display business objects and related objects in a hierarchical format on the dashboard. 1. Follow the steps for creating a dashboard part. 2. In the Dashboard Part dialog box, select Object Browser and click OK. The New Dashboard Part dialog box appears. 3. Type a Name and Alias for the dashboard. 4. Configure the properties on the General and Appearance tabs. 5. Click the Object Browser tab. 6. Select an option using the radio buttons: All Object Browsers: All available Object Browsers will be displayed in the dashboard part. This Object Browser: Select a single Object Browser to display in the dashboard part from the drop-down menu. This list of Object Browsers: Select multiple Object Browsers to select in the dashboard part using the check boxes below. Click OK to add the Object Browser part to the Dashboard Part Center. ITSM Series

135 Defining Advanced Settings for Dashboard Parts 6-33 Defining Outlook Calendars Dashboard Parts Display your Outlook Calendar on a dashboard. 1. Follow the steps for creating a dashboard part. 2. In the Dashboard Part dialog box, select Outlook Calendar and click OK. The New Outlook Calendar dialog box appears. 3. In the Name text box, type a name for the dashboard part. 4. Configure the properties on the General tab. 5. Click the Appearance tab. Configure the appearance properties. 6. Click OK to add the Outlook Calendar to the Dashboard Part Center. Defining Outlook Inbox Dashboard Parts Display your Outlook Inbox on a dashboard. 1. Follow the steps for creating a dashboard part. 2. In the Dashboard Part dialog box, select Outlook Inbox and click OK. The New Outlook Inbox dialog box appears. 3. In the Name text box, type a name for the dashboard part. 4. Configure the properties on the General tab. 5. Click the Appearance tab. Configure the appearance properties. 6. Click OK to add the Outlook Inbox to the Dashboard Part Center. User Guide

136 6-34 Dashboards Defining Tabbed Part Dashboard Parts Use this dashboard part to display the selected parts in a tabbed multiview display. 1. Follow the steps for creating a dashboard part. 2. In the Dashboard Part dialog box, select Tabbed Part and click OK. The New Tabbed Part dialog box appears. 3. In the Name text box, type a name for the dashboard part. 4. Configure the properties on the General tab. 5. Click the Appearance tab. Configure the appearance properties. 6. Click the Property tab. 7. In the Dashboard Parts area, select the Scope in the drop-down list. The list updates to display the available dashboard parts. As you work, you can select a different scope and add the parts to the list of included parts. 8. To add the part to the list of included parts on the right side of the Property tab, select the part and click the Add button. 9. Click Add parts to create a new part for the display. 10. Continue adding parts as needed. 11. Use the commands at the top of the list to change the displayed parts: Move Up: Moves the selected part up in the list. Move Down: Moves the selected part down in the list. Delete: Removes the selected part from the list. 12. Click OK to add the Tabbed Part to the Dashboard Part Center. ITSM Series

137 Dependent Dashboards 6-35 Defining Web Browser Dashboard Parts Use this dashboard part to display a Web site in a dashboard. 1. Follow the steps for creating a dashboard part. 2. In the Dashboard Part dialog box, select Web Browser and click OK. The New Web Browser dialog box appears. 3. In the Name text box, type a name for the dashboard part. 4. Configure the properties on the General tab. 5. Click the Appearance tab. Configure the appearance properties. 6. Click the Property tab. 7. Type the Web address in the URL text box or click Browse to open your Web browser to search for the URL. 8. Click OK to add the Web Browser part to the Dashboard Part Center. Dependent Dashboards The Dependent Dashboard functionality is a powerful feature that enables the results from a child dashboard part to be updated based on the record selected in the parent dashboard part. For example, when a user selects an incident, only the problem records that are associated with the selected incident are shown. In order for Dependent Dashboards to work, the parent and child dashboard part must be associated with a particular object (such as an Incident and Problem respectively), and a relationship must exist between the two objects. User Guide

138 6-36 Dashboards Creating a Dependent Dashboard The existing Incident Multiview and Problem Multiview dashboard parts are currently not assigned to any business object. In order for Dependent Dashboards to work, the parts need to be re-associated with their respective business objects: 1. Create a new dashboard (see "Creating a Dashboard" on page 6-4), which will be used to demonstrate the Dependent Dashboard functionality. 2. Click the Layout tab. 3. Add the existing Incident Multiview and Problem Multiview dashboard parts to the Dashboard Layout area in the dashboard definition. ITSM Series

139 Dependent Dashboards To establish the dependency between the two parts, first click on the child dashboard part (in this example select Problem Multiview), so that the part is highlighted. 5. Right-click on the part and choose LinkTo from the context menu. 6. In the Link Properties dialog box, choose the parent part for the Select the parent part drop-down (in this example select Incident Multiview). Typically, if there is one relationship between the parent and child business object, that relationship will be automatically selected from the Select the relationship that will link the parent and the child part drop-down list. User Guide

140 6-38 Dashboards 7. After clicking OK, a blue dot is shown on the right-hand corner of the Problem Multiview dashboard part. The blue dot indicates that this child dashboard part will be updated based on the record selected from the parent dashboard part (in this example, the Incident Multiview). 8. Click the OK button to save the dashboard with this dependency information. 9. Test the Dependent Dashboard functionality by running the dashboard. When you click on an Incident record, only the Problem child records that belong to the selected incident are displayed in the child dashboard part. ITSM Series

141 Dependent Dashboards 6-39 Unlinking the Parts of a Dependent Dashboard To unlink the Child dashboard part from the Parent dashboard part, follow these steps: 1. Edit the dashboard definition. 2. In the Dashboard Layout area for the dashboard definition, click on the Child dashboard part (in this example select Problem Multiview). 3. Right-click and select Unlink from the context menu. The Blue dot is removed from the upper-right hand corner of the Problem Multiview dashboard part, to indicate that the part has been successfully unlinked from the parent dashboard part. User Guide

142 6-40 Dashboards ITSM Series

143 7 Service Management About Service Management IT Service Management helps you manage your infrastructure and align your IT group with your business goals by using the Information Technology Infrastructure Library (ITIL) as a guide to work with the Business Objects, manage work flow, and follow best practices. Key Components of Services Management The Service Desk Configuration Management Incident Management Problem Management Change Management Release Management Service Level Management

144 7-2 Service Management About Service Desks The Service Desk provides a single point of contact for users and customers. Service Desk representatives are accountable for all Incidents they open, monitoring the status and progress of all outstanding Incidents and relaying the information to the customer. If an Incident does not progress satisfactorily, it is escalated. The goal of the Service Desk is to ensure that normal service is restored for the customer within the agreed service levels and business priorities. Using Service Management, the Service Desk manages Incidents until resolved. The process may include referring the Incident to second or third-level support for diagnosis and resolution. If an Incident remains unresolved beyond the service level target, the representative refers the Incident to Problem Management. What is a Service Request? Service Requests are requests for routine IT changes such as moving PCs, processing new employees, or resetting passwords. About Employees Employee objects are records about individuals. They typically include name, address, telephone numbers, address, and so forth. Formats to consider: Names: IT Service Management reads the first, middle (or initial), and last name fields as the Full Name field for accurate searching. Prefixes: Prefixes, such as Mr. or Ms., are added to the Prefix field. Options might be presented in a drop-down list for validation. Suffixes: Suffixes, such as Jr. or III, are added to the Suffix field. Options might be presented in a drop-down list for validation. When IT supports organizational business services, your first customers are employees. IT Service Management (ITSM) uses employee information by linking employees to these Business Objects such as Incidents, Requests for Change (RFC), Inventory Items, and Service Level Agreements (SLAs). ITSM Series

145 About Service Management 7-3 Creating Employees 1. Use the Quick Search in the Navigator or the Search Center to ensure the employee does not already have an Employee record. 2. From the Service Management menu, select File>>New>>Employee, press CTRL+N, or click Employee on the toolbar. The Employee form appears. 3. Type information into the Employee object fields. 4. Complete the child records in the associated tabs. Depending on your Role, you may encounter different tabbed Child objects. 5. Select File>>Save or click the Save button. About Services A Service is one or more IT systems enabling a business process, such as infrastructure, network, or application services. The Service Catalog lists all services and summarizes their characteristics, including availability and target response and resolution times. Creating Services Services are IT systems enabling a business process. Examples include e- mail, telephones, networks, Intranet, and Internet. 1. From the Service Management menu, select File>>New or click the New button. 2. Select the Services object. A blank record appears. 3. Enter the information in the Service object fields. 4. Complete the child records in the associated tabs. Depending on your Role, you may encounter different tabbed Child objects. 5. Save the record by selecting File>>Save or click on the toolbar. User Guide

146 7-4 Service Management Incident Management Incident Management identifies events causing service interruptions or reductions in the quality of service. The goal of Incident Management is to restore normal service quickly and reduce the impact on business operations. Use Service Management to create, monitor, resolve, and evaluate logged Incidents. Target resolution time is based on the customer's Service Level Agreement (SLA). Create escalation procedures if the target time is not met. A link with Configuration Management provides complete information about the Inventory Items related to an Incident. Using this link eliminates the need to ask common asset- or service-related questions and provides relational information to quickly determine the impact of incidents. Problem Management maintains a current Known Error database providing solutions and workarounds. Using the Knowledge Base may help you resolve Incidents more quickly. Working with Incidents Incidents are events that are either caused by or may cause an interruption in the quality of service. Each Incident has a linked customer and can be associated with Child objects such as inventory items, tasks, Journals, or attachments. This allows you to track the life cycle of the issue through resolution. An Incident may also be a Service Request, meaning a request for a defined service such as moving a computer or adding a new employee. ITSM Series

147 Incident Management 7-5 Incident Workflow User Guide

148 7-6 Service Management Creating Incidents 1. On the IT Service Management menu, select File>>New>>Incident or click the Create a New Incident button. 2. Select the Incident Business Object on the menu. A blank Incident record appears in the workspace. 3. Enter information into the Incident object fields. 4. Complete the necessary child records in the associated tabs. Depending on your user role, you may encounter different tabbed Child objects. 5. Select File>>Save or click the Save button. Creating Service Requests Service Requests are requests to IT for activities that already have welldefined procedures, such as moving computers, resetting passwords, or adding a new employee. When you receive a Service Request, process it like an Incident. Create an Incident, label it a Service Request, and then follow your procedures for processing the request. 1. Create an Incident with basic details (see "Creating Incidents" on page 7-6.) 2. Select Request in the Type drop-down list. 3. Follow your internal Service Request procedures. 4. Close the incident. ITSM Series

149 Incident Management 7-7 Querying the CMDB The Configuration Management Database (CMDB) stores information about Inventory Items. When a new employee is added to the system, IT links the hardware, software, and documentation associated with the employee. To resolve Incidents, diagnose Problems, or implement Changes, query the CMDB to obtain network information and to link discovered Inventory Items to the Business Object, such as Incident, Problem, or Change. Setting Priorities Priority uses Urgency, Impact, and the customer s Service Level Agreement (SLA) to calculate the Response Time and Resolution Time. 1. From the Urgency drop-down list, select the value representing the customer's tolerance for delay. 2. From the Impact drop-down list, select the value representing the impact of the failure on the customer. 3. The Priority value is then calculated based in Impact and Urgency. The calculated Priority value is compared to the priority in the selected SLA. The Response Time and Resolution Time are calculated based on the values in the SLA. Querying a Knowledge Base Tracking Known Errors and workarounds in an important part of Service Management. Using and adding to a knowledge base is an important part of Incident Management because it provides previous resolution information and allows you to query based on the Subject field on the Incident form. You can also add a resolution or workaround to the Knowledge Base. User Guide

150 7-8 Service Management Escalating Incidents When the Service Desk cannot resolve an Incident in the time required by the Service Level Agreement (SLA), it is escalated. As defined by your procedures, the Incident is escalated to 2nd or 3rd level support and the customer is informed of the status. You may need to link a Problem or Request for Change to the Incident. Resolving Incidents The Service Desk representative resolves the Incident by notifying the customer and closing the incident or escalates the Incident for further research, management action, or problem initiation. 1. Update the Incident details with resolution or workaround details. 2. Verify the customer is satisfied with the resolution. Quick Closing Incidents Quick Close lets you close an Incident with a single click, assuming the data has been updated. If any required fields are blank, the Quick Close Failed dialog box appears and allows you to update all the incomplete fields. 1. Select an Incident from the Search Results list or have the Incident active in the work pane. 2. Open the Incident menu and select Incident Quick Close. 3. Fields requiring data appear in the dialog box. Update the fields and click the Close the Current Incident button. 4. The Incident is Closed. ITSM Series

151 Incident Management 7-9 Closing Incidents Coding and closing the Incident lets you determine when Incidents are resolved and helps you classify root causes. 1. On an Incident object, update the workaround/resolution information. 2. Ensure all Incident fields accurately reflect the issue and resolution. 3. Add the resolution to your knowledge base, if available. 4. Select Closed from the Status drop-down list. 5. Select File>>Save or click the Save button. Tip: You can also use Quick Close to close incidents (see "Quick Closing Incidents" on page 7-8). Creating an Inventory Snapshot When an inventory item is linked to an Incident, you might want to create a snapshot (read-only copy) to capture the configuration at significant points, particularly before any changes are made. This QuickAction creates a copy of both the Inventory Item and the Inventory Components. 1. Locate the Incident record or create a new one. 2. Link related inventory items to the Incident. Select the Inventory Item tab and click the Search and Link button. The Search Inventory Item dialog box appears. 3. Select your parameters and click Search. The default parameter is Category. Select More Fields from the drop-down to view all possible search fields in the Business Object. 4. Select one or more inventory item(s) in your search results and click OK. Otherwise, click Search Again. The linked items appear on the Inventory Item tab. 5. Under QuickActions on the Navigator, click Create Inventory Snapshot. Snapshot records are created for each linked inventory item. User Guide

152 7-10 Service Management 6. Select the Inventory Item Snapshot tab to view the snapshot records. Double-click an item in the grid to view the details. 7. From the Inventory Item Snapshot form view, click the Go To arrow. The Inventory Item Snapshot appears in a secondary dialog box with its Child objects. 8. Select the Inventory Component Snapshot tab to view a copy of all the Inventory Components related to the selected Inventory Item Snapshot. 9. Save the Incident. Problem Management Problem Management is a process designed to eliminate recurring Incidents from the IT Infrastructure for improved business operations and customer productivity. A Problem is identified by multiple Incidents exhibiting common symptoms or a single incident with no known cause. Incident Management and Problem Management are closely linked. Problem Management attempts to identify and resolve potential problems before they become Incidents. Note: While Incident Management and Problem Management might seem similar, they have different goals. Incident Management resolves an issue and restores services quickly; often by applying a workaround. Problem Management identifies the causes of incidents, determines a permanent resolution, and formulates a prevention plan. ITSM Series

153 Problem Management 7-11 Problem Board The Problem Board is a Problem Management tool providing a common interface for you to create, modify, and navigate among Problems and their associated Incidents and Changes. When it is defined for your Role, the Problem Board appears on the Control Panel. Problem Board Toolbar The Problem Board toolbar aids managers and analysts who work with Problems. Options are available when the action is applicable. User Guide

154 7-12 Service Management Below is an example of each button on the Problem Board Toolbar and an explanation of its function. New Problem: Opens a new Problem object, allowing you to create a new record. Go to Problem: Displays the Problem object. Create New Incident: Opens a new Incident object, allowing you to create a new record. Refresh: Updates the information. Link/Unlink Current Incident: Links or unlinks an Incident either from a search group or in the workspace. Link all Incidents from Search Group: Links all Incidents in the search results to the Problem. Show all Linked Incidents: Displays all Incidents linked to the Problem. Show all linked Changes: Displays all Changes linked to the Problem. Remove Problem from the Board: Removes a Problem from the Problem Board but not from the database. Settings: Lets you select the Problem Categories to be displayed on the Problem Board. Show Summary: Displays a summary of the selected Problem. ITSM Series

155 Problem Management 7-13 Problem Categories The Problem Board displays Problems based on the Category field value on the Problem form. When Managing Categories: Use the number beside the Category name to track how many Problems are included in each category. Click on the Category to display all its Problems in a Search Results pane, including Problems not assigned to the Problem Board. Click the up and down arrows to expand or collapse a category. Expand only one category at a time. Click the Settings button to restrict the displayed categories. Working with Problems The Problems displayed in an expanded category include the Problem ID number and the description. When Managing Problems: The Folder icon indicates when a Problem is open. If no folder appears, the Problem is closed. The Linked icon indicates if a Problem is linked to Incidents. Click the Problem ID number to display the Problem. Click the Description to activate the Problem. A box appears around it. Use the toolbar to manage the activated Problem. For example, link related Incidents in a search group using the Link All Incidents toolbar button. User Guide

156 7-14 Service Management Problem Workflow Tracking and Monitoring Problems Tracking and monitoring Problems is a constant process of identifying and resolving Problems and Known Errors. Problems: Interruptions in service identified by multiple Incidents with the same symptoms or a single Incident, and with unknown causes. Known Errors: Problems for which the root causes have been identified and must be eliminated. The monitoring process includes trending, where the manager evaluates Incidents and Inventory Items to identify Problems by analyzing: Incident data for recurrent Incidents. Incident data for Incidents that do not match existing Problems. The IT infrastructure for Problems that could lead to Incidents. The manager then respond to an Incident that requires a structural solution. ITSM Series

157 Problem Management 7-15 Creating Problems Problems are IT infrastructure errors that cause one or more Incidents or Known Errors. Problem Management identifies the root cause and prevents recurrences. 1. From the Service Management menu, select File>>New or click the New button. 2. Select the Problem object to view a blank record. 3. Enter information in the Problem object fields. 4. Complete the child records in the associated tabs. Depending on your Role, you may encounter different tabbed Child objects. 5. Selecting File>>Save or click the Save button. Identifying and Recording Problems Tracking and monitoring your system creates the need to identify and record Problems. Problems occur when you: Cannot match Incidents with Known Errors. Encounter recurrent Incidents. Realize a Problem could lead to more Incidents. Encounter an Incident that requires a structural change. When creating and recording a Problem: Categorize the Problem. Evaluate the Problem to determine the Urgency based on the customer's tolerance for delay. Address the Priority based on the calculation of Impact and Urgency. User Guide

158 7-16 Service Management Investigating and Diagnosing Problems When diagnosing a Problem, you can create a special CI for issues that are not directly related to a configuration item. A faulty procedure, for example. 1. Review and evaluate the linked Incidents, Inventory Items., or Services. 2. Record communication and investigation actions on the Journal tab. 3. Update the Status. Recording Problem Resolutions Problem resolution identifies the cause of an issue. Recording a resolution does not mean an immediate solution exists or that the Problem is closed. It may require a Request for Change (RFC) before the system is changed to ensure the error does not recur. If the Problem is resolved, update the Root Cause/Resolution tab, and the Resolution Action field. If the Problem requires an RFC, initiate one. Note: If the Problem resolution is dependant on the successful implementation of a Change, do not close the Problem until the Change resolves the issue. Closing Problems When a Problem is resolved, by remedying the cause, close the record. 1. Update the Root Cause/Resolution tab. 2. Update the Status field to Closed. 3. Update the Resolution Action. 4. Click Save. ITSM Series

159 Change Management 7-17 Change Management Change Management is the process of assessing any impact or potential risk a proposed change could have on your organization before it is introduced. A change is an action resulting in a new status for one or more inventory items. The goal of Change Management is to ensure the use of standardized methods and procedures for handling change requests, minimizing the impact of change-related issues and improving daily operations. Effective change management involves the proper processing of Requests for Change (RFCs). When approved, Release Management begins the release process, which includes creating a back-out plan for returning to an operational starting point. Change Board The Change Board is a change management tool that provides an interface for creating, modifying, and navigating Changes and their associated Incidents and Problems. User Guide

160 7-18 Service Management Change Board Toolbar Change Board Toolbar helps managers and analysts manage Changes. Options are made available on the toolbar only when the action is applicable. Below is an example of each button on the Change Board Toolbar and an explanation of its function. New Change: Opens a new Change object. Go to Change: Displays the complete Change object. Go to Linked Problem: Displays the complete Problem object. Create New Incident: Opens a new Incident object. Refresh: Updates the information. Link/Unlink Current Incident: Links an Incident selected from a search group in the Search Results pane or links an Incident in the work pane. Link all Incidents from Search Group: Links all Incidents displayed as a search group in the Search Results pane. Show all Linked Incidents: Displays all Incidents linked to the Change in the Search Results pane. Remove Change from the Board: Removes a Change from the Change Board. It still exists in the database. ITSM Series

161 Change Management 7-19 Settings: Lets you select the Change Categories on the Change Board. Show Summary: Displays a summary of the selected Change. Working with Changes Change Categories The Change Board displays Changes based on the Category field value on the Change form. When managing categories: Use the number after the Category to track how many Changes within categories you are managing. Click the Category to display all the Changes in a Search Results pane, not only the Changes assigned to the Change Board. Click the up and down arrows to expand or collapse a category. Expand only one category at a time. Click the Settings on the toolbar to restrict the displayed categories. Changes The Changes displayed in an expanded category include the Change ID number and the description. When managing Changes: The Folder icon indicates when a Change is open. If no folder appears, the Change is closed. The Linked icon indicates if a Change is linked to Incidents. Click the Change ID number to display the Change. Click the Description to activate the Change. A box appears around it. Use the toolbar to manage the activated Change. For example, link related Incidents in a search group using the Link All Incidents toolbar button. User Guide

162 7-20 Service Management Changes Workflow ITSM Series

163 Change Management 7-21 Requesting Changes The successful resolution of Problems may require Requests for Change (RFC). 1. Select the Problem in the Search Results list or have the Problem active in the workspace; then select New Change from Problem on the Control Panel. The Request for Change form appears. 2. Update the fields as needed. 3. Review and update the RFC tabs. Note: The Change Manager manages RFCs. Creating Changes Changes result from Problems that require resolution or proactive business decisions aimed at reducing cost or improving service. Change Management standardizes procedures and reduces the impact of changerelated Incidents on daily operations. Changes are carefully controlled. Only authorized Roles can work with the full Change process. Most users interact with Changes only when they submit Requests for Change. Change Managers and other authorized Roles, create Changes using the full Change form. Otherwise, see Requests for Change for instructions. 1. From the Service Management menu, select File>>New>>Change or click the New button. 2. Select Change from the drop-down list. 3. The Change form appears. 4. Complete the Change object fields. 5. Complete the Child records in the associated tabs. Depending on your Role, you may encounter different tabbed Child objects. 6. Select File>>Save or click the Save button. User Guide

164 7-22 Service Management Assessing Changes When a Request for Change is submitted, the Change Manager assesses the request. If the request is accepted, change the Status on the Change object to Evaluated and convene the Change Advisory Board (CAB). Note: The CAB is automatically populated based upon the Category on the Change. If the Change Manager rejects the request, change the status to Denied and notify the requester. Assigning Additional CAB Members 1. On the Change object, click the CAB tab. 2. Click the Link button on the CAB toolbar. The Select Employee dialog box appears. 3. Select an Employee. 4. Click Select. 5. Repeat the linking process until CAB is complete. Notes:The CAB should have review criteria to determine: The implementation impact on business operations, customer service based on SLAs, and the rest of the infrastructure. The people, time, and cost required to implement and maintain the change. The impact of not implementing the change ITSM Series

165 Change Management 7-23 Update Change Approval The Change Manager obtains approval from the Change Advisory Board (CAB), the people who approve the financial, technical, and operational impact of a Request for Change. 1. Open the Change object and click the Approval tab. 2. Type the Subject and Reason for the approval request. 3. Select the Approver from the drop-down list. 4. An message or notification is sent to the Approver. 5. The Approver updates the Status and response information. 6. When the required number of approvals are obtained, select Approved from the Status drop-down list on the Change object. Implementing Changes When an approved Change is ready to be designed, tested, and implemented, the most effective way for the Change Manager to manage the process is using Tasks. To Add a Task 1. On the Change object, click the Assignment tab. 2. Click New on the Child object toolbar and select one of the following tasks: Internal Assignment Purchase Request External Assignment 3. The Change Manager monitors the completion of tasks until full implementation. User Guide

166 7-24 Service Management Post Implementation Reviews An implemented Change requires a post implementation review. The most effective way for the Change Manager to manage the review is using Tasks. In the Post Implementation Review, consider: Did the change have the desired effect and meet the stated objectives? Are users and customers satisfied with the results? Are there any shortcomings or undesirable side-effects? Was there a proper allocation of resources to implement the change? Was the Change implemented on time and within budget? Did the backout plan function correctly? To Add a Task 1. On the Change object, click the Assignment tab. 2. Click New on the Child object toolbar and select Internal Assignment. The Change Manager monitors task completion through the review process. Closing Changes When a Change is successfully implemented and reviewed, close it. 1. On the Change object, select Completed from the Status drop-down list. 2. Click Save. 3. A notification is sent and a Send or update a FSC item to Outlook public calendar QuickAction is launched after you click Save. ITSM Series

167 Service Level Management 7-25 Service Level Management Service Level Management ensures that IT provides the level of service required to meet your business needs. IT maintains and improves service quality using a process that creates agreements with customers, implements processes to meet those agreements, and then monitors and reports on the success. When the process is unsuccessful, steps are taken to eliminate the poor service while keeping IT service in line with business needs and budgets. Service Level Management includes the Service Catalog (providing a list of IT services, default levels, and options) and Service Level Agreements (providing targets for measuring IT performance). Service Level Management is the process of planning, coordinating, drafting, agreeing, monitoring, and reporting on SLAs. Working with Service Level Agreements About Operational Level Agreements An Operational Level Agreement (OLA) is a service agreement between the IT department and another internal department. For example, the IT department might negotiate service response and resolution times with the Purchasing department to purchase new equipment essential to meeting company goals and service standards. About Service Level Agreements A Service Level Agreement (SLA) is an agreement between the IT service provider and the customer documenting the agreed upon service levels, including service hours, availability, Hours of Operation, and response time. User Guide

168 7-26 Service Management About Underpinning Contracts An Underpinning Contract (UC) is a service agreement with an external organization. For example, IT needs an agreement with an Internet Service Provider (ISP) to provide Internet service for the company. IT and the ISP negotiate maximum response and resolution times. Creating Operational Level Agreements An Operational Level Agreement (OLA) is a service agreement between the IT department and another internal department to provide goods and services. Note: By default, Operational Level Agreement is not listed among the business objects. You have to search for existing OLA and then open one to see the option on the list. 1. From the IT Service Management menu, select File>>New or click the New button. 2. Select the Operational Level Agreement object from the list. A blank record appears. 3. Enter information into the OLA object fields. 4. Set your agreed upon Response and Resolution time (minutes). 5. Complete the Child records in the associated tabs. Depending on your Role, you may encounter different tabbed Child objects. 6. Save the record by selecting File>>Save or click the Save button. ITSM Series

169 Service Level Management 7-27 Creating Service Level Agreements Service Level Agreements (SLAs) are agreements between IT and customers specifying services levels for services and customer groups. 1. From the Service Management menu, select File>>New or click the New button. 2. Select the SLA object from the list. A blank record appears. 3. Enter information into the SLA object fields. 4. Select a Service. The default Response and Resolution times are populated automatically. 5. Set Target Time Offsets which calculate a buffer time frame. 6. Complete the Child records in the associated tabs. Depending on your Role, you may encounter different tabbed Child objects. 7. Save the record by selecting File>>Save or click the Save button. Note: Multiple Service Level Agreements can be created for a single service Creating Underpinning Contracts An Underpinning Contract (UC) is a service agreement with an external organization. Note: By default, Underpinning Contract is not listed among the business objects. You have to search for existing UC and then open one to see the option on the list. 1. From the IT Service Management menu, select File>>New or click the New button. 2. Select the Underpinning Contract object from the list. A blank record appears. User Guide

170 7-28 Service Management 3. Enter information into the UC object fields. 4. Complete the Child records in the associated tabs. Depending on your Role, you may encounter different tabbed Child objects. 5. Save the record by selecting File>>Save or click the Save button. Availability Management About Business Views A Business View is a visual representation of key Configuration Items or Inventory Items and their relationship to one another. It is used by the Configuration Manager to monitor key configuration items and to create baselines for reporting purposes. In most cased Business Views are created to monitor vital business functions. Those functions can be made up of key Inventory Items and/or reflect the physical state of the configuration or service. Availability Dashboards Pre-defined Dashboard Parts help manage service availability: Availability Chart Difference: Provides service comparisons for specified time periods. Availability Breach: Compares actual availability to expected availability by service. The pre-defined Availability Dashboard also includes a grid showing pending or in process changes, availability, number of outages, and breached Service Level Agreements to help you manage your service requirements. Use these pre-defined elements or create new Dashboard Parts for creating a new Dashboard. ITSM Series

171 Availability Management 7-29 Availability Workflow Following is a typical setup workflow when a new or enhanced IT service is implemented and availability is key to business goals: 1. Define Availability requirements and recovery design. 2. Create a Service Parent object. 3. On the OLA tab, create the Operational Level Agreement(s). 4. On the UC tab, create the Underpinning Contract(s). 5. After creating supporting OLAs and UCs, enter Max. Response Time and Max. Resolution Time (in minutes) for the new service. Note: The response time on the Service object cannot exceed what was agreed upon in the OLA and UC Child objects. 6. Create the Service Level Agreement. Outage Resolution Workflow The Problem Manager is notified that an inventory item or service is down and performs the following steps: 1. Create a Problem. 2. Link Incidents to the Problem. 3. Identifies the key Inventory Item that is the root cause., by linking an existing Inventory Item or by creating a new one. 4. Creates a new Outage Log for the Inventory Item. To view the Outage Log, select the Outage log tab on the Inventory Item form. 5. Creates a Change Request to remedy the Problem. User Guide

172 7-30 Service Management Release Management Release Management encompasses the planning, designing, building, configuration, performance testing, and acceptance testing of hardware and software in order to create Release components ready for implementation in a production environment. Release describes an authorized change or collection of changes to an IT service, including: Full Releases: All components of the release are tested, distributed, and implemented together. Delta Releases: A partial release or increment release where only the changed modules and affected configuration items are affected. Package Releases: A collection of releases that are combined or grouped and implemented together. In an IT environment, the goals of Release Management include: the successful implementation of new software releases, hardware installations or upgrades, and other IT infrastructure changes that affect business operations. For example, upgrading the server. A Release is initiated as part of the Change Management process. The Release Management process ensures a Change is implemented in the production environment only after full preparation and testing. Release Management uses Milestones to plan and increment the process. The implementation of new hardware or software releases combine the controlled process of Configuration Management with the communication and preparation of Change Management. The focus of Release Management is the protection of the production environment and business processes. ITSM Series

173 Release Management 7-31 Creating Releases Release manages the IT infrastructure change process from planning to distribution and installation. For example, the Release project may be an internal implementation of a proprietary software application and milestones may include planning, designing, developing, testing, accepting, distributing, and implementing the first version. 1. From the Service Management menu, select File>>New or click the New button. 2. Select the Release object from the list. A blank Release record appears in the workspace. 3. Complete the record by typing information into the Release object fields. 4. Complete the necessary Child records in the associated tabs. Depending on your user role, you may encounter different tabbed Child objects. 5. On the Milestone tab, set the milestones necessary for successful implementation. 6. Save the record by selecting File>>Save or click the Save button. User Guide

174 7-32 Service Management Voice Toolbar The Voice Toolbar allows service desk analysts using ITSM in conjunction with the IPCM Agent Dashboard to remain in the Smart Client user interface during common call control tasks. The toolbar effectively integrates limited Agent Dashboard functionality into the Smart Client interface, saving time and effort. Typical Service Desk Analysts answer hundreds of calls per week. The Voice Toolbar allows them to quickly access the Agent Dashboard functionality. The Voice Toolbar includes a group of buttons for controlling the ACD state and a group of Call Control buttons. These buttons reflect the current state and availability of corresponding Agent Dashboard buttons. After you ve logged into both ITSM and the Agent Dashboard, use the buttons and indicators in the Voice Toolbar to set agent availability status, and to receive and manage phone calls on your integrated softphone. Note: For more information about the Agent Dashboard, see the Agent Dashboard User s Guide. The Voice Toolbar is disabled by default. In installations with voice integration, the system administrator must register the Voice Module to enable the Voice Toolbar. The Voice Module is not registered by default. Note: For information about installation and configuration of the Foundation Voice Module, see Configuring the Foundation Voice Toolbar in the Foundation Administrator Guide. ITSM Series

175 Voice Toolbar 7-33 Navigating the Voice Toolbar The Voice Toolbar appears as part of the ITSM user interface. The toolbar contains the following buttons and indicators: Note: You must be logged into both ITSM and the IPCM Agent Dashboard in order to access Voice Toolbar functions. Agent State Indicator reflects the current state of the IPCM agent (see "Setting the Agent Availability Status" on page 7-33). ACD State Control Buttons allow you to set the Dashboard Agent s Ready state (see "Setting the Agent State" on page 7-34). Call Control Buttons allow you to control the currently selected call in the IPCM client application (see "Making and Receiving Phone Calls" on page 7-35). Agent Dashboard Pop-up Button instantly places the Agent Dashboard or FRS Communicator, when operational, on top of all open windows (see "Viewing the Dashboard Agent" on page 7-35). Setting the Agent Availability Status Use these functions to view the state of the Agent Dashboard, and to set the presence status for the analyst. User Guide

176 7-34 Service Management Viewing the Agent State Indicator This display is located uppermost left on the toolbar, and reflects the current state of the Agent Dashboard. When both ITSM and the Agent Dashboard are active, the display reads either Ready or Not Ready, depending on current settings. The Agent State Indicator will display Unknown State only if you are not currently logged into the IPCM Agent Dashboard, you are not a valid agent, or the FRS Communicator is running instead of the Agent Dashboard. Setting the Agent State The Agent State Control Buttons allow you to set the Dashboard Agent s Ready state. Clcik the Ready button to set the state of the Agent Dashboard to Ready, enabling you to receive phone calls using the toolbar s call control buttons. Click the Not Ready button options: to view a drop-down list of not-ready Select one of the Not Ready options to set the Dashboard Agent s state to Not Ready, and define a reason to associate with the Dashboard Agent s state. If your IPCM account has been configured to allow you to do so, you can also set the Dashboard Agent s state to Not Ready without defining a reason. ITSM Series

177 Voice Toolbar 7-35 Making and Receiving Phone Calls The Call Control Buttons in the Voice Toolbar mirror the behavior of their associated functions in the Agent Dashboard. The buttons become active as their respective functions become available. Answer receives an incoming call. Hang Up disconnects the current call. Hold/Retrieve places the current call on hold, or retrieves a call from hold status. The button s appearance changes to reflect it s current functionality. Note: If the user has selected the desktop phone option when logging in to Agent Dashboard, then the Call Control buttons remain disabled. Viewing the Dashboard Agent The Voice Toolbar has limited functionality of the Agent Dashboard. If you find that you need to access the functionality of the Agent Dashboard, but it is buried under other windows, you can quickly access the open dashboard by clicking the Agent Dashboard Pop-up Button. Agent Dashboard Pop-up Button The Agent Dashboard Pop-up Button instantly places the Agent Dashboard on top of all open windows. User Guide

178 7-36 Service Management Field and Tab Definitions Change Change Fields Request for Change (RFC) form fields: Field Name Relevant Actions Working with the Field Type Category and SubCategory Requested by Select a Type from the drop-down list. The default is Standard. Select the Category and then SubCategory. When creating a Request for Change record, click to locate the employee. When reviewing an existing record, Ranges from Minor to Major. Examples: hardware, software, and documentation. The Category selected determines the available SubCategories. Links the employee to the Request for Change. click the green arrow button view the Employee record. to Emergency Summary and Description Select this check box if the Change is needed to restore business operations. Type the information in the text boxes. If you are creating a Request for Change from a Problem, these fields are populated based on the data in a Problem. Marks the Change for accelerated processing. Provides consistency from other Business Objects to Requests for Change. ITSM Series

179 Field and Tab Definitions 7-37 Change Form Fields Note: Change form is available only for ChangeManager/Release Manager. Field Name Relevant Actions Working with the Field Type Category and SubCategory Select a Type in the drop-down list. The default is Minor. Select the Category and then SubCategory. Ranges from standard to significant. Examples: hardware, software, and documentation. The Category selected determines the available SubCategories. Reason Select the reason for the Change. Tracks reasons for Change requests. Business Importance Level Urgency and Impact Emergency Display on Change Board Select the importance level from business point of view. Select the Urgency and Impact. Medium is the default. Select this check box if the Change is needed to restore business operations. Select this check box to add the change to the Change Board. Ranges from High to Low. Priority is calculated based on Urgency and Impact. Marks the Change for accelerated processing. Makes active Changes easier to manage. Owner Select a Change Manager. Default: CManager Requested by When creating a Request for Change record, click to locate the employee. When reviewing an existing record, Links the employee to the Request for Change. click record. to view the Employee User Guide

180 7-38 Service Management Field Name Relevant Actions Working with the Field Complete Before Accept Before Vote Before Scheduled Start Date Scheduled End Date Select a completion date for the Change. Calculated Field: If it is not an emergency change, it is 3 days from the create data (based on the HOP) If it is an emergency, it is 1 day from created date. Calculated Field: Three days from Accepted Date (based on HOP). Beginning of Change Window. End of Change Window. Measures your success in implementing the Change. Calculated Field Calculated Field This field is used in a QuickAction to post Change Calendar to Exchange. This field is used in a QuickAction to post Change Calendar to Exchange. Status Select the status of the Change. Update this field regularly to monitor the Change progress. Summary and Description Risk Type the information. If you are creating a Request for Change from a Problem, these fields are filled based on Problem data. Update this field to reflect the risks associated with the change request. Provides consistency from other Business Objects to Requests for Change. Part of the assessment process. Estimated Cost Enter an estimated cost. Helps budget and evaluate Change for approval. Changes Tested Select this check box when the Changes are successfully implemented in a test environment. Indicates the Changes are built, tested, and implemented in a test environment. ITSM Series

181 Field and Tab Definitions 7-39 Field Name Relevant Actions Working with the Field Backout Plan Attached Select this check box when the backout plan document is attached to the change. Indicates the Backout Plan is attached. Change Tabs The Change tabs display data for the Child records associated with Parent Incident. Change Tabs Service CAB Approval Inventory Item Incident Problem Assignment Release Journal Audit History Attachment Common Service Management Tabs The Service Management tabs, listed alphabetically, represent the Parent s Child objects on the Parent Business Objects. For example, the Incident object can have Service Level Agreement (SLA), Configuration Items (CI), Problem, Change, and other tabs. Some tabs only display data, others allow you to manage the data using add, edit, and delete, link, and unlink options. Address Approval Tab Name Description Displays and manages expanded Address information. Displays and manages the Approval forms for Changes. User Guide

182 7-40 Service Management Tab Name Attachment Audit History CAB Change Inventory Item Hours of Operation Incident Journal Milestone OLA Problem Release Description Displays and manages outside information relevant to the issue. Displays changes to any field on the Business Object. The audit process lets you evaluate changes to the object. Displays the Change Advisory Board (CAB) members. Displays the Change object for this Parent object. For example, Incidents are associated with Change either as an indicator of the need for the Change or as further interruptions in service caused by an implemented Change. Changes have a specific definition and workflow. Displays the Configuration Items linked to the customer. Using the Linked Item button, you can add CIs to the Configuration Item tab. Displays the hours of operation for an individual or organization and is used when calculating response times. Displays and manages the Incidents linked to the Parent object. Displays and manages notes and messages linked to the Business Object. Displays and manages the steps of a process. Used with Release Management. Add multiple Milestones to cover all aspects of the process. Displays and manages the Operational Level Agreement (OLA) for a service. An OLA is an internal agreement supporting IT delivery of services. For example, an service has an OLA. Displays the Problem records for the Business Object. Displays and manages Release records related to the Business Object, including Status, Priority, and so on. ITSM Series

183 Field and Tab Definitions 7-41 Root Cause/Resolution Service Level Agreement Service Task/Assignment UC Tab Name Workaround Description Displays and manages the root cause and resolution of Problems when the correct CIs are identified as at fault. Displays the form for the relevant SLA. The SLA is determined by the department or customer reporting the issue. Displays and manages the related Service Catalog items, including , network, or support services. Displays the tasks for resolution of the open issue. As you work with an issue, you can add tasks and assign them to the appropriate personnel. Displays and manages the Underpinning Contract (UC) for a service, which is a contract with an external supplier for the delivery of services. Displays the resolution and associated codes and categories, when the Incident is not the root cause or an interim workaround is available to restore service. Employee Fields The most common fields on the Employee form are: Field Name Relevant Actions Working with the Field First Name Last Name Phone Number Type or select the information. Becomes the primary search information for the Employee. The Phone field is a LabelMenu field. Click the down arrow to specify the type of number. You may add several. User Guide

184 7-42 Service Management Field Name Relevant Actions Working with the Field Department and other Employee Information Type or select the information. Select a Department from the drop-down list. Select a Location from the drop-down list. In the Primary field, type the Employee's primary address. Then click the down arrow and select Secondary or Other, to populate alternate addresses. When you create an Incident for an Employee, the Department automatically populates and determines the available SLAs. IMPORTANT: After populating Primary and alternate addresses, ensure that the Primary address is selected when the Employee record is saved because the address that appears in this field, populates the field for all new Incidents. Employee Tabs The Employee tabs display data for the Child records associated with Parent Service. Employee Tabs Address Incident Contact Group Computer Outgoing Journal Attachment Audit History Incoming ITSM Series

185 Field and Tab Definitions 7-43 Incident Fields The most common fields on the Incident form are: Field Name Relevant Actions Working with the Field Network Login Summary and Description Type Service Request There is no distinction between a new Incident and an existing record. They will both get to an Employee record. Type the summary and enter a description. Using consistent terminology in the Summary and a clear Description allows you to report on recurring issues and query the Knowledge Base for Known Errors. Select the appropriate Incident Type in the dropdown list. If Failure is selected, the Incident form has a Category and Subcategory. If Request is selected, a field named Service Request appears in the Incident form. Select the appropriate Service Request from the drop-down list. Service Name will be autopopulated according to the selection. Populates the Employee information. When typing a known Name, tab out of the field to populate the Employee information. When you are using Service Management with the Knowledge module, you can automatically populate the Knowledge Base search fields with the Summary and Description data. The most common options are Failure and Request. Failure is an interruption in service. Request is a standard Service Request. This field appears only when a Request is selected for the Type. User Guide

186 7-44 Service Management Field Name Relevant Actions Working with the Field Category and Subcategory Service Name Owner Source Urgency, Impact, Priority Manager, Department, Office, and Floor Notify Customer Status Select the appropriate Category for the Incident in the drop-down list. Select the Subcategory in the drop-down list. Select the applicable Service Name from the drop-down list. Select a user in the dropdown list. Select the source from the drop-down list. Select the Urgency and Impact from the drop-down lists. Priority is based on these selections. These fields Auto-populate based on the Employee Record. Check the option to send an notification to the customer. Select the current status from the drop-down list. The field appears only when a Failure is selected for the Type. The category selected determines the available subcategories. The available options are auto-populated according to the selection Type of Incident. Defaults to the currently logged in user. Describes how the issue was received, such as e- mail or phone. Urgency and Impact default to Medium. Priority defaults to 3. Priority invokes the Response and Resolution times required by the Service Level Agreement (SLA). Edit these fields as needed. An is sent when a new incident is logged or when the status is changed. Tracks the status and identifies SLA violations. ITSM Series

187 Field and Tab Definitions 7-45 Incident Tabs The tabs display data for the Child records associated with the Parent Incident. The available tabs depend on the role of the current user. This table contains possible tabs for the roles of Service Desk Analyst and Service Desk Manager. Service Desk Analyst & Service Desk Manager Service Level Assignments Related Incident Change CI Inventory Item Snapshot Journal Attachment Audit History Inventory Item Operational Level Agreement Fields The most common fields on the Operational Level Agreement forms are: Field Name Relevant Actions Working with the Field Owner Select the Owner from the drop-down list. Tracks responsibility for the contract. Title Type a Title for this contract. Required Start On, End On, Review Before Type each date in the format provided. Start On is when the UC goes into effect. End On is when the UC ends. Review Before is when IT should be negotiating with the UC supplier for the next agreement. User Guide

188 7-46 Service Management Field Name Relevant Actions Working with the Field Response/ Resolution (Mins) Operational Level Details Type the number of minutes for the Response/Resolution time. Type descriptive details about the Operational Level Agreement. Used when reporting breaches. Informational. Operational Level Agreement Tabs The Operational Level Agreement tabs display data for the different Child records associated with Parent OLA. Child Object Tabs Tasks Services Attachment Audit History Problem Board Problem Fields The most common Problem Fields on the Problem forms are: Field Name Relevant Actions Working with the Field Subject, Description, and Error Message Type the information. Lets you identify the problem and determine how it relates to other Problems and Incidents. When using Service Management with the Knowledge module, you can automatically fill the Knowledge Base search fields with the data from the Subject and Description fields. ITSM Series

189 Field and Tab Definitions 7-47 Field Name Relevant Actions Working with the Field Display on Problem Board Status Type Category and Subcategory Urgency, Impact, Priority Select the check box to add the Problem to the Problem Board. Select the status of the Problem. Set as Problem, non-selectable Select the Category and then the Subcategory for the Problem. Select the Urgency. It defaults to Medium. Makes Problems easier to manage. Tracks the Problem status.. Problems are interruptions in service that are identified by multiple Incidents with the same symptoms or a single Incident, for which the cause are unknown. Known Errors are resolved Incidents for which the root cause still exists. The main categories are hardware, software, and documentation. The category selected determines the subcategories. Calculates Priority based on Urgency and Impact. Impact is increased based upon the number of linked Incidents. Incident Count Autofills Relates to the number of Incidents associated. Resolved Before Enter a date or select a date from the drop-down calendar. Date is used to indicate when the problem must be resolved by. Owner Select a user. Default is logged in user. User Guide

190 7-48 Service Management Problem Tabs The Problem tabs display data for the different Child records associated with Parent incident. Problem Tabs Assignments Workaround Root Cause/Resolution Incident Change Inventory Item Service Journal Attachment Audit History Inventory Item Snapshot CI (Admin User Only) Release Fields This table provides information about the most common fields and how they work within IT Service Management. Field Name Relevant Actions Working with the Field Project Name Justification Scope Type Type a short description of the Release. Type the rationale for the Release. Type a description about the range and depth of the change. Select the Type in the dropdown list. Displays in the Search Results. For example, all desktops and laptops world wide. Classifies the Release as either major or minor. ITSM Series

191 Field and Tab Definitions 7-49 Field Name Relevant Actions Working with the Field Category Urgency, Impact, Priority Status Owner Start On and Complete On Estimated Effort (hours) Estimated Cost Select the Category in the drop-down list. Using the drop-down lists, select the Urgency and Impact. Standard default value for both fields is medium and the calculated Priority is 3. Select the Status in the dropdown list. Select the user from the drop-down list. Select the dates for each field in the drop-down calendar. Type the total number of hours for the Release process. Type the monetary cost of the project. Specifies whether the Release is full (all components are built, tested, distributed, and implemented together), delta (only the changed components), or package (a grouping of several components, modules, or applications) Priority is calculated based on Urgency and Impact. Should be updated throughout the process to reflect the status of the Release. Defaults to the current user. Should be assigned to the user acting as the Release Manager for the project. Sets the time frame for the Release. Tracks the time resource required. Tracks the cost. Actual cost to date Automatically updates. The value is a running calculation based on the Inventory Items. User Guide

192 7-50 Service Management Field Name Relevant Actions Working with the Field Emergency check box Select the check box if the Release must address an emergency situation. Release Tabs The Release tabs display data for the different Child records associated with Parent Release object. Release Tabs Services Milestone Notification List Inventory Item Problem Journal Attachment Audit History Change Request for Change Tabs The Request for Change tabs display data for the different Child records associated with Parent Incident. Request for Change Tabs Task Inventory Item Problem Service Attachment Audit History Incident ITSM Series

193 Field and Tab Definitions 7-51 Service Fields The most common fields on the Service form are: Field Name Relevant Actions Working with the Field Service Name Type the name of the new Service. Updates the Service heading to Service: <ServiceName>. Business Function Select the value. Ranks the Service among other services. Service Type Service Details Actual Availability and Required Availability Select the value. Type the description. Type the percent value in the text box. Calculates Actual Availability over time. Calculates Required Availability based upon the SLA. Hours of Operation Select the value. Used when calculating response times. Max. Response Time and Max. Resolution Time Type the values in minutes. Reports the baseline number of minutes for an SLA on the Service. Status Select the value. Indicates whether the Service is functional or experiencing a level of outage. User Guide

194 7-52 Service Management Service Level Agreement Fields The most common fields on the Service Level Agreement (SLA) forms are: Field Name Relevant Actions Working with the Field SLA Title Status SLA Description and Scope Department Service Name Type the name of the new SLA. Select the Status of the SLA from the drop-down list. Type the information in the text boxes. Select the department in the drop-down list. Click the Search button to locate the Service. When reviewing an existing record, Updates the Service Level Agreement heading to Service: <ServiceName>. Indicates whether the SLA is in effect. Decide the level of information to be included here. The department to whom the SLA applies. click the Go To button view the entire Service object. to Hours of Operation Select the value. Used when calculating response times. Availability For Required Availability, type the percent value in the text box. Uptime is the number of hours within a week the Service is required to be functional. Required Availability is the percent of time overall the Service is delivered. ITSM Series

195 Field and Tab Definitions 7-53 Field Name Relevant Actions Working with the Field Target Time Offsets for P1 through P5 Started On, End On, Review Before For each Priority Level (P): In the top box, type the Response offset time. In the third box down, type the Resolution offset time. Repeat for each P level with P1 being the highest priority and P5 the lowest. Add offset time accordingly. Select each date from the drop-down calendar. The second box automatically displays the Response Total as the value from the Response Time field on the Service form plus the offset value. The fourth box down automatically displays the Resolution Total as the value from the Resolution Time field on the Service form plus the offset value. Started On is when the SLA goes into effect. End On is when the SLA ends. Review Before is when IT should be negotiating with the SLA group for the next agreement. Service Level Agreement Tabs The Service Level Agreement tabs display data for the different Child records associated with Parent SLA. Child Object Tabs Task Subscriber Incident SLR Attachment Audit History Journal User Guide

196 7-54 Service Management Service Tabs The Service tabs display data for the different Child records associated with Parent Service. Service Tabs Task OLA UC SLA Inventory Item Incident Change Problem Release Journal Attachment Audit History Underpinning Contract Fields The most common fields on the Underpinning Contract forms are: Field Name Relevant Actions Working with the Field Provider Title Start On, End On, Review Before Required Availability (%) Enter or search for the name of the vendor. Type a Title for this contract. Type each date in the format provided. Type a percentage. Tracks vendor responsible for the contract. Required Start On is when the UC goes into effect. End On is when the UC ends. Review Before is when IT should be negotiating with the UC supplier for the next agreement. Used in calculations. ITSM Series

197 Field and Tab Definitions 7-55 Field Name Relevant Actions Working with the Field Expected Uptime (Hrs) Response/Resolution Mins Underpinning Contract Details Type the number of hours. Type the number of minutes. Type descriptive details about the Underpinning Contract. Used in reporting & calculations. Used in reporting & calculations. Informational. Underpinning Contract Tabs The Underpinning Contract tabs display data for the different Child records associated with Parent UC. Child Object Tabs Task Service Attachment Audit History User Guide

198 7-56 Service Management ITSM Series

199 8 Document Center About the Document Center The Document Center is a template composing and management feature where you can see the list of templates and documents available and create new templates or edit existing ones. You can associate templates with business objects in order to make use of tag selectors. Alternatively, if no tag selector values are required (such as with static templates) you can configure the templates as Not associated. Templates are categorized based on the associated business object and the scope. All the security permissions are applicable here as well. See the section on template security later in this chapter. The Document Center supports templates in the following formats: Plain text HTML Rich text format (RTF) Microsoft Word (DOC) You can edit and save plain text, HTML, and RTF documents within your application. The DOC format require importing the documents into Document Center and using Microsoft Word as your editor. You can access the Document Center by selecting Tools>>Document Center.

200 8-2 Document Center Creating Templates Creation of templates for Document Center is based is based on the Security Group permissions. To create a new template, start by defining the template contents with a set of fields. These are a set of logical fields that are defined while creating the content. You can map these templates into defined business object fields as part of the template definition process. You can also add typical options to your template, including; Font control for bold, italics, underline, bullets, and so on. Text editing options such as bold, italics, underline, alignments, etc. Insert options such as tables, images, lines. Edit options such as undo, redo, cut, copy, and paste. Option to load the document from you local drive (import) and save (export) to local drive. Option to insert the fields from business objects (Tag Selector) similar to the one available in QuickActions. Color options such as background, foreground, and so on. Table management such as merge cells, insert row, and so on. Note: The options available vary depending on the format being used. For example, RTF-based templates have not have bullet lists. You can create new templates, incorporating parameters such as scope or associated business object, or edit existing templates. ITSM Series

201 Creating Templates 8-3 To create a new template and add it to the Document Center: 1. Open to display the Document Center. 2. Choose whether you want the template to be a global or personal one by selecting the associated icon under the scope tab. 3. Select Action>>New to display the Documents window. 4. Enter a name in the Name box. 5. Enter an alias in the Alias box. 6. Select the General tab to make it active. 7. Enter a description of the template in the Description box. 8. Select one of the following values from the Scope list: Global Personal If you select Global as your value, you must select one or both of the following display options for global templates: Show as Menu Item Show in Navigator 9. Select a category for the template from the Category list. If you want to place the templates in a different category, enter the category value in the list. The template will be place in the new category. 10.Select an association for the template from the Association list. If you do not want to specify an association with a business object (such as for a static template), you can select Not Associated. 11.Select the Content tab to make it active. User Guide

202 8-4 Document Center 12.Select the template format you want to use from the Format Type list. 13.Perform one of the following tasks under Content Options: Click New Document to create a new plain text, RTF, or HTMLbased document. The Document Center editor associated with the format you select will be launched. Click Import Document to import a document from a file system location to Document Center. Specify the Format Type to match the file you want to import. The following sections describe each of these options. Editing a New Document You edit a document to use as a template with the format editor included with the Document Center. Template editor are available for HTML, RTF, and plain text. Microsoft Word-based templates must be edited using Word. Clicking New Document in the Document window launches the editor associated with your format type. The illustration below shows the HTML editor as an example. ITSM Series

203 Creating Templates 8-5 The editor contains menus and toolbar buttons typical of editor programs. 1. Click the Properties tab to make it active. 2. Select the appropriate HTML parent element value for the from the Parents list. 3. Select the appropriate HTML child value from the Children list. 4. Enter the name of the HTML element (for example, the markup that is found in the HTML source) in the Element box. 5. Choose a character set for the template by clicking Content, expand the list if necessary, and then select the character set you want in the template. Click the ellipse button (...) to open the window in which you make your selections. You will only see the Content and Information section when you first launch the HTML Editor; clicking elsewhere removes this section from view. A definition of each character set appears at the bottom of the panel when you click on it. If you switch between the Editor and Source tabs, then the Content and Information groupings will reappear. 6. To select file information for the template, click on Information, expand the list if necessary and select the information. Click the ellipse button to open the window in which you make your selections. A definition of each information element appears at the bottom of the panel when you click it. 7. To insert fields from business objects, click the Tag Selector tab and select a tag type in the Type field and a subtype in the Subtype field. Drag the highlighted field over to the Editor pane so the values from the field will be substituted in the template. 8. Click OK and then click OK again. The new template appears in the Document Center. User Guide

204 8-6 Document Center Editing Imported Documents You can import documents of any supported format into Document Center, edit them, and save them to the Document Center for use a templates. To import and edit a document in the Document Center: 1. Click Import Documents and navigate to the file system location containing the file you want to import. Be sure to set your Format Type value to the format of the file you want to import. 2. Click Edit Document to open the document in the application your computer has associated with the file type. For HTML, RTF, and plain text formats, the associated editor appears. For Word files, the Word application launches. 3. Edit the file and save it. If you also want to save the file to another location on your file system, click Save A Copy and navigate to the location you want to save it. 4. Click OK in the Documents window. Click OK when you are subsequently prompted to sync the changes with the Document Center. Selecting an Action Type for a Template Templates executions are performed using a QuickAction that is defined using a specific Action type. This Action will prompt for all the necessary parameters for the template execution. The result of this Action can be used in any other subsequent actions within a defined QuickAction. Word-based templates can be used with the Word Mail Merge QuickAction. You can use HTML-based templates in the Send QuickAction. Select the template action at the Action window. ITSM Series

205 Creating Templates 8-7 User Guide

206 8-8 Document Center Mapping Document Tags to Business Objects You can configure mapping of document tags to business objects in the following ways: Mapping tags manually - you must update the Word Merge fields from the Word document, and then manually apply the mappings for each available Word Merge field. Automapping tags - Work Merge fields that appear in the Word document can be loaded in the QuickAction definition, and the appropriate mapping will be automatically determined and established at the time the template is loaded. The following sections describe each method Mapping Tags Manually After you select the action type for defining a template, you will see the Edit Action-Word Mail Merge screen. Use the following procedure to map tags to Business Objects. 1. Enter a name and description in the appropriate fields. ITSM Series

207 Mapping Document Tags to Business Objects Enter or browse to select a template file in the Template File field. If the QuickAction is executed on the server side, this file should reside in a sharable directory. 3. At the Field Maps area, map the document tags between the logic field names in the template and the actual field names from the business objects. User Guide

208 8-10 Document Center Mapping Tags Automatically Mapping tags automatically eliminates the need both to manually update the available Word Merge fields from the Word document and make them available, and also performing the actual mappings manually. Use of this feature requires the Word Merge fields in the Word document to have merge field names with a strict naming convention to correlate between the Word Merge field in the Word document and the corresponding definition (field, FRS Search, etc.). If it is not possible to determine the proper mapping between the Word Merge field and the corresponding definition, any such merge fields will remain unmapped in the QuickAction definition (though no error is generated by the QuickAction). Any Word Merge fields that remain unmapped must be manually mapped in the QuickAction definition. Note: Unless otherwise indicated, the rules defined below will make use of the Alias value from the definition. Note the following: For any Word Merge fields used outside of the FRS Search (for example, the Word Merge fields that appear outside of the tables), these fields are assumed to be fields from the main business object. For example, if the QuickAction is defined against the Quote business object, and if a word field named Quote No is defined, this maps to the QuoteNo field in the Quote object. Notice carefully that for the QuoteNo field, the Name value is QuoteNo (no space in between the two words), whereas the Alias value is Quote No (with a space in between). As mentioned above, here the Alias of the field is being used. Example: Quote No For the TableStart and TableEnd Word Merge fields, the convention is to first define the Word Merge field with the word TableStart or TableEnd. This is followed by a colon ( : ), which is then followed by the Alias value of the Business Object (for example, Product Catalog Item ). This is then followed by another colon character, and is followed by the Alias value of the search definition (for example, All Product Catalog Items in Products/Services in Opportunity ). ITSM Series

209 Mapping Document Tags to Business Objects 8-11 Example: TableStart:Product Catalog Item:All Product Catalog Items in Products/Services in Opportunity For the fields in the child business object records (for example, the List Price TCV field in Product Catalog Item ), the user will once again just specify the Alias value of the field, which is then used in the various table cells in the FRS Search. Notice that these Word Merge fields must exist within the TableStart and TableEnd Word Merge fields. These two fields effectively establish the context of the Business Object, to determine the business object the fields pertain to. In this example, even though the Word Merge field is named as List Price TCV, the containing TableStart field indicates that the Business Object is Product Catalog Item, so this is used to prepend the Business Object information to the various Word Merge fields, corresponding to fields the child business object. Example: List Price TCV For the Contact business object, there are link fields (for example PrimaryAddressLink ) which point to a corresponding child record (for example Address.Mail ). It is possible to define a Word Merge field, which brings in a field from the child business object. Any such fields referenced by link fields are known as Embedded fields. For example, assume that the PrimaryAddressLink field points to an Address.Mail business object, and we wish to display the City field in that business object. In order to display the embedded field, the naming convention of the merge field requires that the Alias of the Link field name be specified first (for example PrimaryAddressLink ), followed by a greater than sign character ( > ), followed by the fully qualified name of the field: Example: PrimaryAddressLink > Address.Mail.City Note that here the Name value of the field (Address.Mail.City) is used, instead of the Alias value. This is one of the few cases in which the fully qualified name should be used. There may be a field in the child Business Object, which contains the path to an image file, to be displayed in the generated Word document. For example, assume there is a new field defined on the Product Catalog Item business object named Filename - this field contains a User Guide

210 8-12 Document Center path to an image file on the system (for example C:\temp\logo.jpg ). For such image fields, the Word Merge field needs to be defined with the prefix Image:, so that the QuickAction can properly distinguish that this is actually an image field, and will render the image into the generated Word document. Example: Image:Filename The supplied templates for Quote and Contact have been revised to adhere to the AutoMapping convention as explained above, and can be used as a reference in the creation of any new Document templates that utilize the AutoMapping functionality. Updating Existing Word Merge Templates for Automapping You can reconfigure any legacy Word Merge template to use the automapping feature. Right-click on any Word Merge filed and select Edit Field from the pop-up menu. Because the method described above can be unwieldy if there are a large number of Word Merge fields to modify, you can also update the Word Merge fields using the following method: 1. Open the Word Merge template document. 2. Press Alt-F9 to display the Word Merge files in their verbose format. For example, if you had the following: Quote #"Quote No" (from "Owner") Status: "Status" pressing Alt-F9 results in the verbose mode being displayed: Quote #"{MERGEFIELD "Quote No" \*MERGEFORMAT} (from {MERGEFIELD "Owner" \*MERGEFORMAT) Status: {MERGEFIELD "Status" \*MERGEFORMAT) If the Word Merge field contains names (for example, the Alias for the search definition contains spaces), you must enclose the field name within double-quotes, for example Quote No. ITSM Series

211 Mapping Document Tags to Business Objects 8-13 Repeat this procedure for each Word Merge field you want to update to use automapping. 3. Press Ctrl-A to select the entire document and then press F9 to update all of the Word Merge fields with the new field names. 4. Press Alt-F9 to return the Word Merge fields to their normal format. Note that the Word Merge field as it is normally presented, has a limit of 40 characters, so it may appear as though the update did not occur properly. If you edit the Word Merge field using the context menu as described earlier, you can confirm that the field name is still correct and intact. For Word Merge fields with complicate names (for example, the ones corresponding to TableStart and TableEnd), you can edit the field name using the window to make sure there are no stray characters (for example, spaces) that will interfere with the AutoMapping operation. Note: The AutoMapping behavior is triggered whenever a Word Merge document is loaded into the QuickAction (for example, via the Browse button, when specifying a Template Document Source from the File System). If a Word Merge Document is reloaded into an existing QuickAction, for which the mappings have already been defined, the mappings from the existing QuickAction will be replaced by the mapping as defined in the Word Merge Document. You should update their existing Word templates to contain the necessary mapping, to ensure that the mapping can be correctly established for new and existing Word Merge QuickActions. Displaying Child Records in Sorted Order You can display the child records in the generated document using a specified sort order. For example, in the Generate Quote Word Document Quick Action, it is desirable to display the records in the table according to the Item Name. To specify the Sort Order, you must modify the Word Merge QuickAction. User Guide

212 8-14 Document Center In the Merge Field Values section, locate the entry corresponding to the FRS Search feature, then click the link in the Values box. Clicking that link displays the Edit Tag window where you can add a field from the child business object (for example, LineItemName from the Product Catalog Item) and specify whether to sort by ascending or descending order. Note: The sort order needs to be defined relative to an FRS Search (for example, the corresponding child business object, such as Product Catalog Item). Storing the Template Document The generated template documents can be stored into either a file or in a context variable that can be used in subsequent QuickActions. To store a template in a file, at the Edit Action - Template Merge screen, at the Template output box, click the Save to File checkbox and select the file. The file name can be dynamically generated by using a business object field along with the text value. This is recommended if the QuickActions are executed at the server in order to avoid the content collision. To store a template in a context variable, at the Edit Action - Template Merge screen, at the Template output box, click on the Store in Context checkbox and select the variable. In the screenshot below, the generated output is stored in the context variable named ChangeTempOut. ITSM Series

213 Using Templates in the Document Center 8-15 Using Templates in the Document Center After you have composed the new templates and they are available in the Document Center, they can be used in other parts of the application. You can use the Send / Send Notifications QuickAction to select the available template. When you select a template, you can either use it as-is, or modify it to create a new template. To select a template: 1. Open the Send /Send Notification QuickAction. 2. Select the appropriate format from the list and click Import from Document Center to copy the contents of the template into the QuickAction. User Guide

214 8-16 Document Center Besides the standard editor toolbar items, the Body section of this window contain the following buttons: The buttons perform the following tasks (from left to right): Load the file from your local disk. Import from Document Center. Save to local disk. ITSM Series

215 Using Templates in the Document Center 8-17 Sending an Approval Using Notification If you want to send an with a link in the context to allow the recipient to approve a change of records, you can set up a template to do this in the Document Center. Frequently, CAB members don't have access to the Smart Client and they are asked to approve a Change. The system can send an message with a link allowing the recipient to approve the record change. CAB members can click the link which takes them to change record in Self Service allowing them to approve the change. 1. Open the Tools menu and select Document Center. 2. Select Approval from the View Documents associated with list. 3. Select the Notification QuickAction from the list. 4. Open the Action menu and select Action>>Edit to open the Documents window. 5. Click the Editor tab and then click the Use Editor button to open the editor. 6. Edit the contents of the pane on the left by editing the text and drag the desired content from the Tag Selector tab into the pane. 7. Click OK to save the changes and close the editor. 8. Click OK to return to the Document Center. Specifying Templates You can specify the template to be used in an from a number of template document sources, as well as create a new document. The Edit Action - Send window contains settings for picking the document format, such as HTML, and also the template document source. User Guide

216 8-18 Document Center To specify the templates: 1. Select the document format you want to use from the Content Format list. 2. Check the Prompt for Preview Before Send option if you want to see your content displayed with your template applied before it is actually sent out. 3. Select one of the following Template Document Source options: Document Center - when selected, you can pick the existing template you want all s to apply from the associated list. Your selection become the default choice for all s unless you change the specification. Prompt user to select from Document Center when running the Quick Action - when selected, you are prompted to pick an existing template from the Document Center repository. This allows you the flexibility of picking a separate template for each . ITSM Series

217 Template Security 8-19 Create New Document - select to compose your own template for use with s. The Send window contains a document work space under the template document source options for composing a document, including a toolbar. 4. Click OK when you have completed selecting your template choice. The settings you specified here are applied the next time you send s. Template Security Template security is configured in the application Administrator program s Security Group Manager window. To configure template security: 1. Open the application Administrator program and select Security>>Security Group Manager to open this window. User Guide

218 8-20 Document Center 2. Click the Module Rights to make it active tab, 3. Select TemplateDocs from the Category list. 4. Select either Global Templates or User Templates in the Area list to specify the type of template whose permissions you want to modify. 5. Check any the following options to allow the specified task t be performed on the selected template type: Run Add Edit Delete Those options that are not checked will not be allowed on the selected type of templates. 6. Click the Object Rights tab to make it active. ITSM Series

219 Template Security Select Template Docs from the Type list. Here, permissions can be set for individual templates in the Document Center. For example, it is possible to remove the ability to modify the contents of individual templates. 8. Click Apply to apply your settings and close the window. User Guide

220 8-22 Document Center ITSM Series

221 9 Searching About Searching Easily locate records with these searches: Simple Search contains an expression with a single operator and is accessed on forms. To run a Simple Search, right-click on a form field or select a field Search control (see "Simple Search" on page 9-3). Quick Searches contains an expression with single operator and is accessed on the Navigator. To run a Quick Search, use the Quick Search toolbar (see "Quick Search" on page 9-4). Complex Searches are advanced Searches that can contain multiple expressions with multiple operators. To run a Complex Search, use the New Search option or the Search Center (see "Complex Searches" on page 9-6). Note: ITSM Quick Search does not support searches on date and time, the search will result in date only. Use the Search Center and create a pre-defined query for date and time searches. Saved Searches Saved Searches look for records meeting a common criteria and are saved for reuse. From the Search Center you can find, create, edit, copy, delete, and run a Saved Search. Saved Searches can also be added to the Searching menu and the Control Panel for easy access.

222 9-2 Searching Search Results Search Results are displayed in the Search Results pane (see "Search Results" on page 9-13). The display is limited to the first 240 records retrieved. Refine your search to retrieve the precise records you need. Searching for Objects IT Service Management provides Simple Search, Quick Search, and Complex Searches. The Search Center helps you manage all predefined searches, saved searches, and newly created searches. Note: You can perform a full text search. For more information about enabling this feature, see the Administrator Reference. ITSM Series

223 Searching for Objects 9-3 Simple Search A Simple Search contains an expression with a single operator. Use Simples Searches on forms to search for related records or populate a field.you access it from a form. Right-click a field or click the Search button. When using Simple Search, it navigates away from the current record. If you have edited this record, it will prompt you to save it. Note: Simple Search cannot be used when creating a new Incident. 1. Open an existing Incident. 2. Place your cursor in the Network Login field, right-click, and then select Simple Search or click the Search button to the right of the field. 3. Change the first search field to Employee. 4. In the second field, select More Fields from the drop-down list. The Field Selector dialog box appears. 5. Select FirstName and then click OK. 6. In the third field, leave Like as the operator. 7. In the search field, type Marcia. 8. Click the Search button. 9. When prompted for saving, click Yes. The Search Results shows the incident records that match your search requirements. User Guide

224 9-4 Searching Quick Search Quick Searches are run from the Navigator Quick Search toolbar to search for records using a single expression. For example, you can locate all employees whose the last name begins with the letter H or for a specific employee. The search results appear in the workspace. The main Business Object menu displays up to five of your most recently searched Business Object fields at the top of the menu, followed by the available Business Objects. For each Business Object on the menu, you can browse a cascading menu of the searchable fields. Your most recently used fields are displayed at the top of each field menu, followed by administrator-defined commonly used fields, and then the searchable More fields for the Business Object. To Run a Quick Search 1. Under Searches on the Navigator, select the Business Object and field to search from the drop-down list. For example, select Incident and More Fields. 2. In the Field Selector dialog box, select First Name. ITSM Series

225 Searching for Objects Type a value in the Search text box. For this example, type Marcia. 4. Click the Search button to start the search. Incidents that match your search requirements display in the Search Results pane. 5. If you want to view the Incident, double-click it to open it. User Guide

226 9-6 Searching Complex Searches Complex searches can contain multiple expressions with multiple operators. Use New Search or the Search Center to create a new search. 1. Select Searching>>New Search to view the New Search dialog. You can also start a new search from the Search Center by selecting Action>>New. Note: Searches created in the Search Center depend on the active Business Object, which must be a record or a search group. 2. On the General tab, configure basic information about the search. Follow the example to set up a Personal search by Date entitled My Active Priority 1 Incidents. 3. Click the Criteria tab to select the search criteria. 4. Under Select Incident records where all of the following apply, click Add and select Simple Expression. ITSM Series

227 Searching for Objects 9-7 For more information, see "About Simple Expressions" on page Select Priority in the Field drop-down list, equals in the Operator drop-down list, and 1 in the Value drop-down list. Note: If your search value is not in the list, select More Values and then select it from the Field Selector dialog. 6. Click OK to add the expression and return to the Criteria tab. 7. Click Add again for your next expression. For example, select Simple Expression. 8. Select Status in the Field drop-down list, equals in the Operator drop-down list, Active in the Value drop-down list. User Guide

228 9-8 Searching Note: If the item doesn t appear in the Value drop-down list, select More Values and make your selection from the Validating dialog. 9. Click OK to add the expression and return to the Criteria tab. 10. Click Add to add your next expression. 11. Select Owner in the Field drop-down list, equals in the Operator drop-down list, and <your_user_name> in the Value drop-down list. 12. Click OK to add the expression and return to the Criteria tab. If you are configuring a new search from the Search Center, click OK in the Searches dialog box. Then, select Run or close the dialog box. You can also open the Search Center to run the search next time. If you are creating the search from Searching>>New Search, click Save to save and close the search or click Save and Run to save and run the search. About Simple Expressions A Simple Expression is a single expression in a complex search argument that uses data from a selected Master Object. Define parameters for your search using these components: Field: Specifies the information to search. Select a field in the drop-down list or select More Values at the bottom of the list. Selecting More Values opens the Field Selector dialog box, which lists all the related Business Objects you can select. Purpose: Specifies the embedded object to search. You can select a Purpose only when the field you select is an embedded Business Object. The Purpose lets you select (Any), if you do not want to narrow the search to a purposed embedded Business Object. Depending on the selected field, you can select a general link or a detailed purpose that narrows the search. For example, common embedded Business Objects include phone numbers. If you select a phone field, your Purpose options are first level positional links and purposes. The positional links are general to the field as each appears in the form and the Purpose options are based on the assigned purpose of the data (Work, Home, or Cell). ITSM Series

229 Searching for Objects 9-9 Modifier: Specifies the date/time parameters applied to the value of the search field. You can select a modifier only when the field selected is a date/time field. If you select (none), no modifier is applied. You can also select a value in the drop-down list. The value selected displays in the lower Modifier field when you select the matching field in the lower Field drop-down list. Operator: Specifies the connector to use as a relational operators. You can choose from operator options in the drop-down list. Value/Global Value/Field/Function: Specifies the variable for searching. Values are exact text in the Service Management field. Global Values are standard values created in the Administrator module. Fields compare the value in the initial field with the value in this field using the selected operator. Functions capture system data or continually changing variables such as the current date or time. Purpose: Specifies the embedded object to search. You can select a Purpose only when the field you select is an embedded Business Object. The Purpose lets you select (Any), if you do not want to narrow the search to a purposed embedded Business Object. Depending on the selected field, you can select a general link or a detailed purpose that narrows the search. For example, common embedded Business Objects include phone numbers. If you select a phone field, your Purpose options are first-level positional links and purposes. The positional links are general to the field as each appears in the form and the Purpose options are based on the assigned purpose of the data (Work, Home, or Cell). Modifier: Displays the date/time parameters applied to the value of the field (does not apply to functions). The value displayed is based on the value selected in the upper Modifier drop-down list and displays only when the selected field matches the field in the upper Field text box. Note: When a Month modifier is applied to a date field, the search returns records where the date in the selected field falls within the month of the date specified. Prompt/Validated Prompt: Defines User Prompts and search parameters. Then the user selects the values at runtime based upon the parameters established in the User Prompt. User Guide

230 9-10 Searching About Related Expressions A Related Expression is a single expression in an complex search argument that uses data from a Business Object in a relationship with the selected Business Object. For example, if the Employee Object has a relationship with the Attachment Object, using a Related Expression, you can search for data contained in the Attachment Object. You can define the parameters for your search using the following components: How many: Refines the search based on number of related Objects found. For example, search for employees with no attachments (none), with attachments (at least one), or with attachments that meet another criteria (all). Related records: Specifies the related Business Object to search. For example, attachments. Related Record Condition: Defines an additional argument for the related object. For example, search for an employee with no attachments. ITSM Series

231 Searching for Objects 9-11 Creating Multiple Business Object Searches The ability to search for multiple business objects allows users to create queries with fields that cross multiple business objects. These queries use keywords which cross multiple business objects without real relationships defined in schema. The concept of a Keyword Search applies to multiple business objects, such as Incident ID, Owner, Status, and Priority. Below are some likely business cases: A manager wants to list all the Incident and Department records that John Doe is the Owner. There s no relationship defined between Incident and Priority business objects. A manager wants to list all the Incident, Problem, and Service records with a Status field using a specific value, such as Active. There s no relationship defined between Incident, Problem, and Service. Note: In the Search Center, the new multiple business object searches will appear in the not associated category. In this example, the search criteria is to find all the Incident, Problem, and Service records where the Status field equals with the letter Active. If the search parameters appear ok, click the OK button to save this search. Otherwise, click the Cancel button to exit. User Guide

232 9-12 Searching Adding Personal Searches to the Navigator Global searches may be displayed in the Navigator. You can also display personal searches in the Navigator. Follow these steps to create and display a personal search in the Navigator. 1. Open the Search Center. 2. On the Scope tab, click Personal. 3. Click the New button or open the Action menu and select New to view the Search Definition dialog. 4. Enter the Name for the search. 5. On the General tab, check the Show in navigator check box. 6. Define and save your search. Your search is now displayed in the Navigator. ITSM Series

233 Searching for Objects 9-13 Search Results In the example below, multiple business objects were used. The search results displays a separate tab for all returns of the records from the Incident and Change business objects used in the search. With Search Results in the workspace, double-click an incident or select one of these options at the top of the Search Results: Modify Search opens the Advanced Search dialog box to add terms to the search, narrowing the results. Save Search opens the Edit Search dialog box to save the search group for access using the Search Center. Go to opens the selected Business Object in the workspace. Exporting to Excel The contents of the search results grid can be exported to Excel. To export the contents, right-click over the contents to export to view the Contents menu. Then, choose from the following available export options: User Guide

234 9-14 Searching Export to Excel exports the contents to an.xls file. This option displays a dialog for naming the file and selecting the location for the file. Export and Open in Excel exports the contents and opens the file in Excel. This option opens the contentsfor viewing and sort the data. When you are done, open the File menu and select Save to name the file and select the location. Running QuickActions Against Search Results After running a search, users can select particular rows from the search results and run QuickActions against these search results. For more information, see "Running QuickActions Against Grids" (see page 5-10) Choosing the Grid for Showing the Search Results It is possible to associate individual searches with a particular grid definition. User can create searches with specific grids. To define the grid, open the Search Definition dialog and click the Advanced tab. By default, the grid for the business object is the grid used for a search. For the All Incidents search, the results from the default search appear as follows: ITSM Series

235 Searching for Objects 9-15 If the same search is performed (All Incidents) using the SelfServiceIncident grid selected from the Advanced tab on the Search Definition dialog for displaying the search results, the same data appears. The main difference is in the columns that are used to display the results. To Choose Additional Columns for Display If the user wants to choose additional columns for display in the search results, the Customize grid field selection right must be activated. To activate this right, the user has to use the FRS Application Administrator tool. For more information, refer to the FRS Foundation Administrator Reference Guide. 1. Right-click on the grid to view the context menu. 2. Choose More to view the Security Group Manager dialog. 3. Click the Module Rights tab. 4. Change the Customize grid field selection Rights to Yes for a Security Group. 5. Click Apply to apply the changes. User Guide

236 9-16 Searching Customizing Field Selections in the Search Results Grid By default, search results are displayed in the default grid definition for the business object. However, if the Customize grid field selections right is enabled for the appropriate security group in the FRS Application Administrator tool, you can customize the fields (columns) that appear in the search results. For information on enabling customized grid field selections, please see the Securing Your System chapter of the FRS Foundation Administrator Reference Guide. 1. With the Customize grid field selections right enabled, run any new or saved search. The results display in the default grid for the business object. ITSM Series

237 Searching for Objects Right-click any column heading and then select More from the context menu. 3. The Field Selector appears. Using the checkboxes, select the fields that you want to display in the search results grid. The field choices you select are stored in the Settings table and displayed the next time this search is run for this user. User Guide

238 9-18 Searching To Reset the Grid to the Default Settings If you want to reset the grid for this search to default settings, right-click anywhere in the grid and then select Reset Grid Customizations from the context menu. The field (column) selection returns to the default setting. Multiple Sorting of Search Results ITSM allows users to sort information for searches based on different sorting preferences on fields in the search result grid. These preferences are saved for each user, independent of the search performed. What this means is that one user can run a search and then sort the results in one way and another user can run the same search, but have the results sorted the way they want. For example, a manager might decide he wants to see the search result sorted by Release, Owner, and then Severity. The same search run by a technician might return a different result sorted by Target Date and then Severity. To Change the Sort Order of the Grids 1. Run a search from the Search Center. 2. When the search completes, click the column heading that you want to use for the initial sorting. 3. Hold the Shift key and then click any additional columns to further sort the data. ITSM Series

239 10 Reporting About Reporting Reports help you find answers to operational questions or generate business metrics. You can create reports using Crystal Reports and your Service Management database. Then, publish them to the Service Management server and configure report shortcuts to them from the Report Center. After creating your reports, you can publish them to the Service Management server using the Report Publishing Wizard. Report Shortcuts can be created from the Service Management application to each report on the server, to access and run the reports from your individual computer.

240 10-2 Reporting Report Center The Report Center helps you manage your reports and Report Shortcuts. It contains a menu bar for accessing the various report commands, a toolbar providing shortcuts to commonly used commands, a tabbed Report bar for filtering and locating Report Shortcuts quickly, and a workspace for displaying report results. Note: Report Shortcuts displayed in the workspace are filtered first by the Business Object association. You can then browse for a more specific Report Shortcut or search for one using Find. Using the Report Center, you can: Publish reports. Find, create, edit, copy, and delete Report Shortcuts. Run reports. View, print, and export report results. ITSM Series

241 Working with Report Shortcuts 10-3 Working with Report Shortcuts A Report Shortcut points to a published report on your server. It launches the report using the Report Shortcut properties you define. These properties control how Report Shortcuts appear in the Report Center and how they operate in your system. Properties include name, filename, description, scope, category, association, and parameters. It stores customized settings and report parameters to be reused the next time you run the report. For example, when you set up the Report Shortcut, select report parameters and report sources. You select whether to be prompted for this information every time you run the report or to use the stored settings. Note: IT Service Management offers predefined reports to help automate your daily duties. You can use these reports, edit them, delete them, or create your own with a tool such as Crystal Reports. Tip: You can add a Report Shortcut to the Reports menu, the Navigator, or both for easy access. To locate and display a Report Shortcut in the Report Center, browse for a Report Shortcut or use the Find feature. Note: Report Shortcuts meeting your browse or find criteria are listed in the Report Center workspace. User Guide

242 10-4 Reporting Browsing for Report Shortcuts Browse for a Report Shortcuts using the Report bar in the Report Center. Refine your criteria according to scope and category. Shortcuts meeting your criteria appear in the Report Center workspace. 1. Select Reports>>Report Center from the Service Management menu. 2. To browse for a Report Shortcut associated with a particular Business Object, select a Business Object in the View Reports associated with drop-down list. To browse unassociated Report Shortcuts, select (not associated). 3. To browse for a Report Shortcut according to scope, click the Scope tab on the Report bar, and then expand Global or User categories. Select a category to display its Report Shortcuts. 4. To browse for a Report Shortcut according to category, click the Category tab on the Report bar. Select a category to display its Report Shortcuts. Note: When a Report Shortcut appears in the workspace, you can run the report, or edit, copy, or delete the Report Shortcut. Tip: You can also use the Find feature to locate Report Shortcuts. Creating Report Shortcuts Create a Report Shortcut to a published report using the Report Center. You must publish a report on the Service Management server before you can create a shortcut to it. To create a Report Shortcut, define the Report Shortcut properties, which specify how the Shortcut operates. 1. Select Reports>>Report Center from the Service Management menu bar. 2. To associate the new Report Shortcut with a Business Object, select a Business Object in the View Reports association with drop-down list. Otherwise, select (not associated). 3. From the Report Center menu bar, select Action>>New or click the New button. The Reports dialog box appears. ITSM Series

243 Working with Report Shortcuts In the Report Filename area, click Browse to locate the published report for which you are creating a shortcut. The Published Report Center appears. 5. Locate the report using the Category, Folder structure, or the Find option. Select the report and click OK. The Report dialog box appears with the report path in the text box. 6. In the Name text box, type a name for the Report Shortcut. 7. Click the General tab. 8. In the Description field, type a description for the Report Shortcut. 9. In the Scope drop-down list, select a scope (audience) for the Report Shortcut: Global: Makes the Report Shortcut available to everyone in the system. Personal: Makes the Report Shortcut available to only you. 10. To organize the Report Shortcuts by folder, type a new or select an existing category in the Category drop-down list. 11. Click the Parameters tab to define your report parameters (if required by the report). 12. Click OK to save the Shortcut and exit the Edit Report dialog box. You can now run the report. Note: Report Shortcuts are filtered by Business Object association, scope, and category. To view your new shortcut in the workspace, you must locate it by browsing for the Report Shortcut or by using Find. User Guide

244 10-6 Reporting Defining Report Parameters Report parameters are variables the user sets when the report is refreshed. Parameters change a report dynamically at runtime according to user input. Parameters specific data types: string, number, date, and so on. Their values are discrete or ranged. Working with Report Parameters within the Service Management application requires the original Crystal Report to include the necessary parameters. Set your Crystal parameters to the broadest valid scope and narrow the parameters in the Service Management Reports, as needed. Use the Report Parameters tab in the Report Center. 1. Begin by creating a Report Shortcut. 2. On the Report Parameters tab, expand the report parameter tree. Select (new value) and then select one of the options in the Values area. 3. Select one of these default parameters for the report and type the value: Default Value(s): Creates a prompt for a parameter value. Works with discrete values. Discrete Value: Adds a single value for the parameter. For example, a single date. Range Value: Limits value selected in the From and To fields. For example, sets the parameters to display records that fall within a range of dates. Note: Parameters can support discrete and range values at the same time, but only if the Crystal Report parameter supports multiple values. If a parameter supports more than one value, it effectively changes from a single variable to an array containing many values. ITSM Series

245 Working with Report Shortcuts 10-7 From: The beginning value. Select a Bound Type. Inclusive: Includes the specified value and everything in the range to the To value. Exclusive: Does not include the specified value, but does include everything else specified in the range to the To value. None: Indicates no starting value. To: The ending value. Select a Bound Type. Inclusive: Includes everything in the range from the From value and the specified value. Exclusive: Includes everything specified in the range from the From value, but does not include the specified value. None: Indicates no ending value. 4. To use a value from the Tag Selector area as a Default Value, click and drag the selected field to the text box. For example, the CurrentDate function. Note: If you are creating Default Value(s), all the fields are available. If you are creating a Discrete or Range value, only the associated fields are available. For example, if the report is associated with Employees, only the Employee fields are available. 5. Click Delete to remove the selected parameter. 6. Click OK to save the parameters and return to the Report Center. User Guide

246 10-8 Reporting Copying Report Shortcuts Copy the properties of an existing Report Shortcut to create a similar new shortcut. 1. Select Reports>>Report Center from the Service Management menu. 2. In the Report Center workspace, select the Report Shortcut to copy. (Locate a shortcut by browsing for a Report Shortcut or by using Find.) 3. From the Report Center menu bar, select Action>>Copy or click the Copy button. The Reports dialog box displays the properties of the Report Shortcut you select. Change the properties to create a new Report Shortcut. Note: By default, the words Copy of appear before the name of the new shortcut to eliminate duplicate shortcuts. 4. Click OK to save your changes and exit the Edit Report dialog box. Your can now run your report using the Report Shortcut. Note: Report Shortcuts are filtered by Business Object association, scope, and category. To view your new shortcut in the workspace, locate it by browsing for the Report Shortcut or by using Find. ITSM Series

247 Working with Report Shortcuts 10-9 Editing Report Shortcuts Use the Report Center. Modify the Report Shortcut properties to specify how the shortcut operates. 1. Select Reports>>Report Center from the Service Management. 2. In the Report Center workspace, select the Report Shortcut to edit. (You can find a shortcut by browsing for a Report Shortcut or by using Find.) 3. From the Report Center menu, select Action>>Edit or click the Edit button. The Reports dialog box appears. 4. Change the properties using the General and Criteria tabs. 5. Click OK to save changes. Note: Report Shortcuts are filtered by Business Object association, scope, and category. To view your modified shortcut in the workspace, locate it by browsing for the Report Shortcut or by using Find. Deleting Report Shortcuts Delete a Report Shortcut using the Report Center. 1. Select Reports>>Report Center from the Service Management menu. 2. In the Report Center workspace, select the Report Shortcut to delete. (You can find a Shortcut by browsing for a Report Shortcut or by Find.) 3. From the Report Center menu, select Action>>Delete or click the Delete button 4. Click Yes.. A confirmation dialog box appears. User Guide

248 10-10 Reporting Working with Reports Running Reports You run a report using a Report Shortcut, which is a pointer to a published report on your server. The Report Shortcut launches the report using the defined Report Shortcut properties. 1. Select Reports>>Report Center on the Service Management menu. 2. In the Report Center workspace, select the Report Shortcut to run. (Find Report Shortcuts by browsing for a Report Shortcut or by using Find.) 3. From the Report Center menu bar, select Action>>Run or click the Run button. If you are running a report with parameters, the Enter Report Parameters dialog box appears. 4. Results appear in the Service Management workspace. Note: You can view, print, refresh parameters, or export the report results from the Report Results pane. Viewing Report Results After you run a report (using a Report Shortcut), the report results appear on your computer screen. 1. Begin by running a report. Results display with a report toolbar. 2. Change pages by clicking the Go to Page button or using the navigation buttons. 3. On reports with parameters, click the Refresh button to change the parameters. The Enter Parameter Values dialog box appears. 4. To magnify or shrink the report results, select a viewing size from the Zoom drop-down list. 5. To search for a word or phrase within the results, click the Find Text button. A dialog box appears to type the search word or phrase. 6. To show or hide the Group Tree, click the Toggle Group Tree button. ITSM Series

249 Working with Report Shortcuts Entering Report Parameters Before or after running a report with parameters, you can change the parameters. For example, display a report based on a smaller group of records. When you run a report with parameters for the first time, you are prompted to enter report parameters. After running a report, refresh the report to select new parameters. The parameters you select cannot exceed the report parameters already defined in the Crystal Report. 1. The Enter Parameter Values dialog box appears when you run a report with parameters for the first time or after the report has run and is posted in Service Management and you click the Refresh button. 2. If your report has only a Discrete value configured in Crystal, you can select a new value in the Discrete values drop-down list and click Add. You can add more than one Discrete value if you have Allow multiple values selected in Crystal Reports. 3. If your report has only Range values configured in Crystal Reports, you can select new range values in the Range of values between dropdown lists. You can add more than one Range value if you have Allow multiple values selected in Crystal Reports. As you configure your Range values, you can select these options. Include this value: The starting value in the report. If you clear the check box, the value is excluded and the report includes the next valid record. No lower value: The starting value is not limited by a value. Include this value: The end value in the report. If you clear the check box, the value is excluded and the report includes the last valid record. No upper value: The ending value is not limited by a value. 4. If your report is configured to allow both Discrete and Range values, you can configure both parameter types. 5. The Values area displays the added values. To delete a value, select it and click Delete. User Guide

250 10-12 Reporting Printing Report Results After running a report (using a Report Shortcut), you can print the results. 1. Begin by running a report. 2. On the Report Results toolbar, click the Print button. The Print dialog box appears. 3. Set your print specifications and then click OK. Exporting Report Results Export the results to a location and in a format you specify. 1. Begin by running a report. 2. On the Report Results toolbar, click the Export button. The Export Report dialog box appears. 3. In the File name text box, type a name and location for your report results. 4. In the Save as type drop-down list, select a format for your report (for example,.rpt,.doc or.pdf). 5. Click OK. ITSM Series

251 11 Outlook Integration About Outlook Integration Integrating Outlook with your application allows you to perform a variety of Outlook-related tasks from your application s Administrator or Client programs. These tasks include: From the application s Administrator program: Registering the Outlook integration module. Specifying the and calendar agents for use by all clients. Granting permissions to the roles. Refer to your application s administration documentation for more information on administering the Outlook integration. From the application s Client program: Launching Outlook Sending Sending appointment or meeting requests Sending task information using QuickAction From Outlook: Configuring the application connection for Outlook to access. Launching the application.

252 11-2 Outlook Integration Linking the selected into the application (that creates an E- mail Business Object) Linking options that will link all the s received from the selected user. Application Options This section describes the options and configurations that are available in the application. Configuring User Accounts Before using the Outlook features in your application, you must configure the application client and provide the necessary connection information. Select Tools>> /Calendar Settings to display the Edit / Calendar Options window, where you can configure your Outlook and calendar settings. ITSM Series

253 Application Options 11-3 Note: The Allow Personal Settings option is enabled in the Administrator program to allow access to this feature. Refer to your Outlook integration administration documentation for more information. Check any of the following options and click OK: Show Launch in Navigator - adds a Launch link in the application navigator. Clicking this link launches the Outlook browser with the application window. Show Launch Calendar in Navigator - adds a Launch Calendar link in the application navigator. Clicking this link launches the Outlook calendar within the application window. Show Send in Menu - adds a Send command in the application window. Selecting this command makes the Outlook window active. Show Launch in Menu - adds a Launch command in the application menu. Selecting this command makes the Outlook window active and opens a blank window. Show Launch Calendar in Menu - adds a Launch command in the application menu. Selecting this command makes the Outlook window active and opens a blank window. Sending s You can send s from the application using Outlook in the following ways: Selecting >>Send from the main menu - this opens a blank Outlook window where you can compose and send a message. Selecting >>Send To from the main menu - this command is enabled if you are on a specific Business Object. Here, the current e- mail address (via annotation in the content) in the Business Object is pre-populated in the window. Clicking the Send toolbar button in the application. Depending on the Business Object you are using, there may be other Send toolbar buttons in specific tabs (child Business Objects). Running the Send QuickAction - here you can pre-populate the s with the contents of the Business Object. You have the option to User Guide

254 11-4 Outlook Integration promote for the window or not at the time of execution. You can also associated the feature with a trigger and have it be automatically executed. Sending Calendar Meetings and Appointments You have the option to compose and send meeting request and appointments. This is done through either selecting the appropriate command from the >>Launch Calendar menu, Send toolbar button in specific tabs (Child Business Objects), or through QuickAction definitions. The address book can also be used here as well. In case of meeting requests, the invites options for sending out s are enabled. For appointments, these will be disabled. Sending Task Information You can send Task details to Outlook using a Send Task QuickAction. You can assign tasks to yourself or to others. Assigning a task to someone else enables the options. These options can be pre-filled and controlled via QuickAction definitions and can be automatically triggered. ITSM Series

255 Outlook Add-In Features 11-5 Outlook Add-In Features The following sections describe updates and additions to Outlook when used with the Outlook integration add-in. Additions to the Outlook User Interface When the Outlook add-in module is installed, several Outlook user interface components are updated to include features and functionality associated with your application. The following sections summarize these modifications. FrontRange Menu A FrontRange menu is added to the main Outlook window next to the Help menu. This menu contains a variety of commands associated with using the application within Outlook and can vary depending on the application you are using. However, the following commands are common to all applications: User Guide

256 11-6 Outlook Integration New Record - select to create a new record associated with a selected e- mail in Outlook. When this command is selected, a submenu appears with a list of the available Business Objects for the application, such as Incident or Lead. The submenu option you select displays the associated information and attributes of the Business Object, similar to creating a new record directly in the application. See "New Records" on page for a list of the default choices. If you have upgraded from a previous application release, the submenu options used with your legacy release (such as Employee or Contact) are included in this release. Refer to your Outlook administration documentation for more information on changing the options available. Launch Application - select to open the Smart Client. Configure - select to configure how Outlook functions such as and calendar will be addressed by the application. Help - select to display and access the Outlook integration online help. This help is separate from the Outlook help and does not contain links to any Outlook help topics. Note: If there is not an active connection with an application, only the Configure and Help commands are enabled. FrontRange Toolbar The FrontRange toolbar is included in the Outlook window. This toolbar contains buttons for executing commands associated with linking s to the application. A variation of this toolbar is included in the window where you compose s. However, it does not contain the Tracking button. FrontRange Appointment and Meeting Request Appointment and Meeting Request windows in Outlook include a toolbar that contains additional fields. ITSM Series

257 Configuration 11-7 Configuration This section describes how to configure your application settings within Outlook. Configuration of the application is performed in the Personal Information Manager - User Preferences window. Select FrontRange>>Configure to display this window. Note: If Outlook is not currently connected to your application, only the Configure tab appears in this window. The Personal Information Manager - User Preferences window contains a number of tabs that contain attributes associated with different features of the Outlook integration add-in. The following sections describe the tasks you can perform in this window. Configuring the Connection Options You can specify connection options in the Connection tab. The Connection tab contains the following attributes User Guide

258 11-8 Outlook Integration Connect at startup box - check to establish a connection with the application whenever you start Outlook. If this box is unchecked, the Outlook integration add-in is disabled, with the exception of the Configuration and Help commands. Force connection selection box at startup box - check to establish a connection using default values for the following: Connection name Application user name and password Application role These default values cannot be changed without first editing their registry configuration. This option is useful if a you have selected these default options and subsequently decide they need to be changed. Make whatever changes you want and click Save. You must restart Outlook to implement any changes you make. Configuring Options You can configure your options in the tab. The tab contains attributes associated with the linking of incoming and outgoing s to the application. It also allows you to specify exceptions. Make the appropriate selections and click Save. ITSM Series

259 Configuration 11-9 Incoming Configure the following attributes associated with incoming Automatically link from Inbox folder box - check to incorporate linking to all incoming s that are accessible from the Outlook inbox. When you enable this attribute, you must specify what actions should occur if there are multiple or no records associated with the e- mail. If multiple objects found: (for example a household or company shares an address) select one of the following options: Do not link - select if you do not require a notification and will permit the application to ignore the event. Prompt user - select to have the application display a warning prompt you for the action to take. Link All - select to have the application link all objects. If no objects found: select one of the following options if an has not Business Objects associated with it: Do not link - select if you do not require a notification and will permit the application to ignore the event. Prompt user - select to have the application display a warning prompting you for the action to take. Outgoing Configure the following attributes associated with outgoing Link outgoing by default box - check to automatically add linking to all s you send. If you enable this feature, the application adds a checkmark to the Track Mail button in the FrontRange toolbar indicating that messages will be linked to FrontRange records when you click Send. If you do not select this check box, the FrontRange application requires that you select the Track Mail command before sending the message. When you enable this attribute, you must specify what actions should occur if there are multiple or no records associated with the . You must also indicate whether to link CC or BCC s. User Guide

260 11-10 Outlook Integration Link to CC recipients box - check if you want to add linking to those s that are sent as CC or BCC. If multiple objects found: select one of the following options if an e- mail has multiple Business Objects associated with it Do not link - select if you do not require a notification and will permit the application to ignore the event. Prompt user - select to have the application display a warning prompt you for the action to take. Link All - select to have the application link all objects. If no objects found: select one of the following options if an has not Business Objects associated with it: Do not link - select if you do not require a notification and will permit the application to ignore the event. Prompt user - select to have the application display a warning prompt you for the action to take. Auto Linking Exceptions Both incoming and outgoing configurations have an associated exception function. Click the appropriate Exception button to display the Auto Linking Exception Rules window. The Auto Linking Exception Rules window contains the following attributes: ITSM Series

261 Configuration From Address Contains box - enter a value that will match some or all of the address of any sender whose messages you want to exclude from auto linking. Subject Contains box - enter a value that will match some or all of the subject line of messages you want to exclude from auto linking. Message Body Contains box - enter a value that will match some or all of body text of messages you want to exclude from auto linking. Enter the appropriate values in each box and click Add. Those values are subsequently contains in the list before the box. You can delete any value by selecting it from the list and clicking Delete. Click OK when done. Configuring Calendar Options Note: Calendar linking is only available in GMEE. Although you can specify settings in ITSM in the Calendar tab, they will be ignored by the application. You can configure your options in the Calendar tab. The Calendar tab contains attributes associated with the linking of appointment, meeting requests, and calendar items to the application. Appointments Configure the following attribute associated with appointments: User Guide

262 11-12 Outlook Integration Automatically link outbound appointments by default box - check to apply linking to all you the appointments you initiate automatically. If you do not enable this feature, you must apply linking to individual outbound appointments manually. Meeting Requests Configure the following attribute associated with meeting requests: Automatically link outbound meeting requests by default box - check to apply linking to all you the meeting requests you initiate automatically. If you do not enable this feature, you must apply linking to individual outbound meeting requests manually. Linked Calendar Items Specify what actions should be taken when the following calendar events occur: When a linked appointment or meeting request is changed: Push changes to FrontRange application - the change is forwarded to the application automatically. Prompt user - you are prompted to specify whether or not to forward the change to the application. Ignore changes - no action is taken. When a linked appointment or meeting request is deleted: Push changes to FrontRange application - the change is forwarded to the application automatically. Prompt user - you are prompted to specify whether or not to forward the change to the application. Ignore changes - no action is taken. Viewing Product Information You can view information related to the Outlook integration in the About tab. ITSM Series

263 New Records The About tab contains information such as the version and build number, the connection name, and the user name. You can also view the End User License Agreement electronically. This information may be required if you request assistance from support. New Records You can create a new application Business Object record while in Outlook using one of the following methods: Selecting FrontRange>>New Record from the Outlook menu. Clicking New Record in the application toolbar present in the window. In both cases, when you select New Record, your available Business Objects are displayed in a submenu. The following list contains the outof-the-box Business Object: Incident If you upgraded your application from a previous release, those Business Objects you specified for associated with the creation of new records will be present through the New Record menu instead of the default options listed above. You can add these options to your existing ones if you want. The application displays a New Record window containing both the selected and the associated Business Object. The Business Object User Guide

264 11-14 Outlook Integration contains the same attributes and information that would appear in the application. Complete this window with the appropriate information and click Save. Depending on how your Outlook integration is configured, the record will automatically be linked to the , or you can link it manually. Linking You can link an incoming or outgoing to a record. s are linked using the FrontRange application menus or toolbar buttons in Outlook. When using linking, the application validates the address against the primary addresses in a specific Business Object and saves the text to the designated tab in the record layout. Note: If your database is case-sensitive the address in the application must match exactly, including case, the way the address appears on the actual message. If multiple records are found for a single address (for example, a family shares an address) or no valid records are found, a notification dialog box appears. ITSM Series

265 Linking Select from this sender in the application menu to automatically link incoming s from a specific sender to related records in the application. Linking s to Records Automatically You can configure your client to automatically link all incoming or outgoing . See "Configuring Options" on page 11-8 for more information. Linking Existing s to Records You can access all Business Object records where the sender s address of a selected address is the primary one associated with the record. From there, you can select records to link. To link an to a record: 1. Select the appropriate in Outlook and then select FrontRange>>Track to display the Link/Unlink Message to Records window. User Guide

266 11-16 Outlook Integration The Link/Unlink Message to Records window appears with the sender s address listed in the box under Matching Records. Any records that are associated with the same address appear underneath in the Business Object s record list (for example, Incident). Similarly, any records that are linked to the address appear under Linked Records. If you want to refresh the list of matching records associated with the current address, or if you want to do a search on a different address, click Reload Matching Files files. 2. Select the individual record you want to link to the and click Link and Close, or Link if you want to perform other tasks in the Link/ Unlink window. Searching Records If the records you want do not automatically appear in the window, you can broaden the search query by changing the value to all or part of a user s display name (for example, John Doe ) and clicking Search. Any records matching that value will be displayed. ITSM Series

267 Linking You can perform a more detailed search by clicking Advanced Search to display the Search window. Here you can create a search query combining multiple search parameters with Boolean commands. Click the (+) button to add additional lines of search parameters. You can also specify whether you want to the query to look for any or all of the separate search parameter entries. When you have completed your search parameters, click Search to begin the search. The Link/Unlink to Records window reappears containing matching records. If you want to use that same search parameter setup for all advanced searches, check Always use this Search. Unlinking s from Records Unlinking a record that is currently linked to an is similar to that of linking a record. Select FrontRange>>Track Mail to display the Link/ Unlink to Record window. Any linked records to the address of the message you selected in Outlook appear under Linked Records. Select the record you want to unlink from the and click Unlink and Close, or Unlink if you want to perform other tasks in the Link/Unlink Message to Records window. Use the search features to find additional records in the same manner as for linking s. See "Linking Existing s to Records" on page for more information about the Link/Unlink Message to Records window. User Guide

268 11-18 Outlook Integration Linking All s to Records You can link all s associated with a particular address to a record. Select the in Outlook and select FrontRange>>Track All Mail from Sender. The Unlinked s window appears for any messages you are automatically or manually linking to the application where there are no matching addresses, or where there are multiple matches for the same address. You must resolve these unlinked s. See "Resolving Unlinked E- mails" on page for more information. Linking New s to Records You can link an to a record at the time of the message s creation. The window that appears when you want to create a new message in Outlook includes an application toolbar that allows you to link the message to a record. To link records to an you create: ITSM Series

269 Linking Open an window. 2. Click the Search Records to Link (the magnifying glass icon) button in the application toolbar to display the Select Record to Link window. This window functions similar to the Link/Unlink Message to Record window associated with linking records to existing s. By default, the sender s those records associated with the sender s address are listed. However, you can enter another address to search for associated records. 3. Select the record you want to link to the and click Select. User Guide

270 11-20 Outlook Integration The Select Record to Link window closes and you are returned to the message window. Now the record number associated with the Business Object appears in the toolbar. 4. Compose your and send it. When you review the Business Object in the application itself, the e- mail you sent is associated with it. You can access and view it in the E- Mail tab. It will also be available for future searches for linking and unlinking activities based on the address of the sender. Resolving Unlinked s The Unlinked s window appears for each message you are automatically or manually linking to the application where there are no matching addresses, or where there are multiple matches for the same address. The Unlinked s window appears for each specific message, displaying the subject and date of the message in question. If this window appears, you can perform one of the following options: Click Close to continue without linking the specified . If the message is not linked because of multiple matches, select the e- mail address in the Unlinked addresses area and click Resolve. The Resolve Multiple Matches dialog box appears. ITSM Series

271 Search Query Settings If the message is not linked because there are no matches in your database, create a record in the application and then link the message to it. Then select the record in the list and click OK. Viewing Linked s in the Application You can view linked s from the in the application. You can view a list of s using the grid view, by doing a search on the Business Object, or an entire using the form view. 1. Locate the record in the application whose you want to view. 2. Click the tab or other child object designated by your system administrator. An entry for that is present. 3. Double-click an entry to view the form view of the selected or use the Open icon the view the . Search Query Settings The Search feature used in the Outlook integration uses the settings specified in the application s Search Center. If you change the Business Object for you linking purposes, you must also update the search query settings. User Guide

272 11-22 Outlook Integration To change the search query settings for an updated Business Object: 1. Open the application s Smart Client and select Searching>>Search Center to display the Search Center window. 2. Select (not associated) from the View Search Definition list. The window is updated to display the entries in the entries associated with this definition. 3. Select the FRS Default Search entry and select Action>>Edit to open the Search Definition window. ITSM Series

273 Linking Using QuickActions Edit the search definition contained in this window to reflect the new Business Object and the search parameters you want the application to use when searching Business Object records associated with the e- mail. Click on any of the linked (blue) items in the definition to see your list of options. Click OK when done. If you want to delete any Business Object from the query, you must delete the entire line by right-clicking on it and selecting Delete line from the pop-up menu. Then rebuild the line with the Business Objects you want. Note that if you add additional Business Objects to the search query parameters, it may reduce the number of available fields that can be included in the search. This is because any fields listed in the query must be available in all the listed Business Objects. 5. Repeat this same process for the FRS Search and Link entry. This is the search definition associated with the Search button present in the Link/Unlink Message to Records window. Linking Using QuickActions Note: The information in this section is applicable both to upgrades and new installation. For installation, use this information if the annotations have already been added, and you subsequently want to change this behavior or apply it to another Business Object. You can configure the automatic tracking of Outlook activities by User Guide

274 11-24 Outlook Integration enabling the following QuickActions to track them by creating the appropriate Business Object and link to the current master Business Object in context: Send Send Calendar Send Task You can also apply this functionality through the toolbars present in the activity and tab: You can specify the child Business Object to store the content and the relationship using annotations. Annotations are keywords used to indicate a specific fields, relationship or Business Object that gives a special meaning. In this case it is used to identify the relationship and Business Object to use. The following annotations are available for use for this type of tracking: LINK_ - indicates the relationship for Business Object and is required for the Send quick action. LINK_APPOINTMENT - indicates the relationship to track appointment Business Object and is required for the Send Calendar quick action. LINK_MEETING - indicates the relationship to track appointment Business Object and is required for the Send the Calendar quick action. LINK_TASK - indicates the relationship for tracking tasks and is required for the Send Task quick action. Note that the annotations are keywords that are fixed, case sensitive and should not be translated. The tracking functionality will be enabled only if one or more of these annotations are present. Otherwise no changes in the behavior of the send quick actions are done. These annotations are available in the following Business Objects: ITSM Series

275 Linking Using QuickActions Activity.Appointment Activity.Meeting Activity.Task These annotations indicated on the fields are for mapping the individual field values. Below is a sample dialog that is shown for the field FromAddress in the Business Object. If some other Business Object needs to be used (instead of Business Object), then the user has to indicate these annotations appropriately. Outgoing s As an example, if outgoing s are to be tracked for the Account Business Object, the Business Object that is related to Account Business Object through AccountAssociates will contain the annotation LINK_ . This indicates that this relationship and the associated Business Object should be used to track the outgoing e- mails from the Accounts Business Object. If the child Business Object is a group object (such as the Activity Business Object), then the corresponding derived Business Object name should be provided in the Value column of the annotations tab. User Guide

276 11-26 Outlook Integration Appointments and Meeting Requests In the following illustration, the same relationship AccountAccociatedActivity is used to track Appointment, Meeting and Task. Hence you see three different annotations. Also notice that the Value column contains the Business Object names since the relationship is associated with a group Business Object Activity. The following illustration shows the field FromAddress in the Business Object. If some other Business Object needs to be used, then the user has to indicate these annotations appropriately. ITSM Series

277 Linking Using QuickActions Tasks The following illustration shows the field Status for the Activity.Task Business Object. User Guide

278 11-28 Outlook Integration Start Date The start date of the task is always populated with current date and does not reflect the date that is modified in the preview dialog of the quick action. You can correct this by updating the definition for the annotation: 1. Edit the definition set for Activity.Task Business Object by opening the Activity.Task.StartDateTime window. 2. Click the Annotations tab to make it active. 3. Change the value for the LINKTOACTIVITY from StartTimeDate to StartTime. 4. Commit the Definition set and restart the Apploader. ITSM Series

279 12 Lotus Notes Integration About Lotus Notes Integration Integrating Lotus Notes with your application allows you to perform a variety of Lotus Notes-related tasks from your application s Administrator or Client programs. These tasks include: From the application s Administrator program: Registering the Lotus Notes integration module. Specifying the and calendar agents for use by all clients. Granting permissions to the roles. From the application s Client program: Launching Lotus Notes Sending Sending appointment or meeting requests Sending task information using QuickAction From Lotus Notes: Configuring the application connection for Lotus Notes to access. Launching the application. Linking the selected into the application (that creates an business object)

280 12-2 Lotus Notes Integration Linking options that will link all the s received from the selected user. Application Options This section describes the options and configurations that are available in the application. Configuring User Accounts Before using the Lotus Notes features in your application, you must configure the application client and provide the necessary connection information. Select Tools>> /Calendar Settings to display the Edit / Calendar Options window, where you can configure your Lotus Notes e- mail and calendar settings. Note: The Allow Personal Settings option is enabled in the Administrator program to allow access to this feature. Refer to your Lotus Notes integration administration documentation for more information. ITSM Series

281 Application Options 12-3 Check any of the following options and click OK: Show Launch in Navigator - adds a Launch link in the application navigator. Clicking this link launches the Lotus Notes. From here you can create an or any other Lotus Notes function. Show Launch Calendar in Navigator - adds a Launch Calendar link in the application navigator. Clicking this link launches the Lotus Notes. From here you can create an or any other Lotus Notes function. Show Send in Menu - adds a Send button in the application window. Clicking this link opens an window where you can compose and send a message. Show Launch in Menu - adds a Launch button in the application menu. Selecting this command launches the Lotus Notes. From here you can create an or any other Lotus Notes function. Show Launch Calendar in Menu - adds a Launch button in the application menu. Selecting this command launches the Lotus Notes. From here you can create an or any other Lotus Notes function. Settings and Calendar Settings Click the Options button associated with or the calendar to display the Lotus User Settings window. Here you can specify such items as your Domino server, your personal user name and password, and the path to the Notes.ini file. Complete this window as appropriate and click OK. Sending s You can send s from the application using Lotus Notes in the following ways: User Guide

282 12-4 Lotus Notes Integration Selecting >>Send from the main menu - this opens a blank window where you can compose and send a message. Selecting >>Send To from the main menu - this command is enabled if you are on a specific Business Object. Here, the current e- mail address (via annotation in the content) in the Business Object is pre-populated in the window. Clicking the Send toolbar button in the application. Depending on the Business Object you are using, there may be other Send toolbar buttons in specific tabs (child Business Objects). Running the Send QuickAction - here you can pre-populate the s with the contents of the Business Object. You have the option to promote for the window or not at the time of execution. You can also associated the feature with a trigger and have it be automatically executed. Sending Calendar Meetings and Appointments You have the option to compose and send a meeting request and appointments. This is done through either selecting the appropriate command from the menu or through QuickAction definitions. The ITSM Series

283 Lotus Notes Add-In Features 12-5 address book can also be used here as well. In case of meeting requests, the invites options for sending out s are enabled. For appointments, these will be disabled. Sending Task Information You can send Task details to Lotus Notes using a Send Task QuickAction. You can assign tasks to yourself or to others. Assigning a task to someone else enables the options. These options can be pre-filled and controlled via QuickAction definitions and can be automatically triggered. Lotus Notes Add-In Features The following sections describe updates and additions to Lotus Notes when used with the Lotus Notes integration add-in. Additions to the Lotus Notes User Interface When the Lotus Notes add-in module is installed, several Lotus Notes user interface components are updated to include features and User Guide

284 12-6 Lotus Notes Integration functionality associated with your application. The following sections summarize these modifications. FrontRange Menu Additions A FrontRange command is added under the Actions in Lotus Notes. This menu contains a variety of commands associated with using the application within Lotus Notes and can vary depending on the application you are using. However, the following commands are common to all applications: Configure - select to configure how Lotus Notes functions such as e- mail and calendar will be addressed by the application. Help - select to display and access the Lotus Notes integration online help. This help is separate from the Lotus Notes help and does not contain links to any Lotus Notes help topics. Launch Application - select to open the Smart Client. Link All Mail From Sender - select to link all s associated with a particular address to a record. Link Mail - select to link a specific to a record. Note: If there is not an active connection with an application, only the Configure and Help commands are enabled. FrontRange Toolbar The FrontRange toolbar is included in the Lotus Notes window. ITSM Series

285 Configuration 12-7 This toolbar contains buttons for executing commands associated with linking s to the application. These buttons have the associated functionality (from left to right): Link All Mail From Sender Link Mail Launch Application Configure Note: If there is not an active connection with an application, only the Configure and Help buttons are enabled. Formatting Addresses The address format in the application should be in Internet (or RFC) format. Lotus Notes format can also be used if there is no Internet address equivalent available in the address book. In the linking process, if the is received in the Lotus Notes format, the system accesses the address book to resolve the address to an internet format. If for some reason it is not able to resolve (due to access permission etc.), then the Lotus Notes format is used. Here, if the format is entered in Lotus Notes format while in the application, the system will continue to link in this format. Finally if the address is not found in either in internet or Lotus Notes format appropriate error message will be displayed. Configuration This section describes how to configure your application settings within Lotus Notes. Configuration of the application is performed in the User Preferences window. Select Actions>>FrontRange>>Configure or click the associated toolbar button to display this window. Configuring the Connection Options You can specify connection options in the Connection tab. Connection Name - click Browse and select another connection if you want one other than the one displayed. User Guide

286 12-8 Lotus Notes Integration Logon Information - select one of the following connection options: Prompt for FRS Application logon information at startup - select to be prompted for a user name and password every time the application is started. This choice is best if multiple users might be running the application. Use FRS Application logon information - select to have the application automatically logon with the following user-defined credentials at start up: Username Password Enter the appropriate values in the corresponding boxes. Test Connection - click to see if your current connection is valid. Viewing Product Information You can view information related to the Lotus Notes integration in the About tab. ITSM Series

287 Linking 12-9 The About tab contains information such as the version and build number, the connection name, and the user name. You can also view the End User License Agreement electronically. This information may be required if you request assistance from support. Note: The About tab contains no information if there is not an active connection to an application. Linking You can link an incoming or to a record. s are linked using the FrontRange application menus or toolbar buttons in Lotus Notes. When using linking, the application validates the address against the primary addresses in a specific Business Object and saves the text to the designated tab in the record layout. Note: If your database is case-sensitive the address in the application must match exactly, including case, the way the address appears on the actual message. If multiple records are found for a single address (for example, a family shares an address) or no valid records are found, a notification dialog box appears. User Guide

288 12-10 Lotus Notes Integration Select from this sender in the application menu to automatically link incoming s from a specific sender to related records in the application. To link an in Lotus Notes, select it and select Actions>>FrontRange>>Link Mail, or click the associated toolbar button. If the is known to the application, then the contents of the will be copied to the business object that is configured (typically the master business object). If the is not found, an error message appears (this also occurs in case of duplicate s). Once the is successfully linked, Lotus Notes marks the linked e- mail and an icon indicating the linked is displayed. Note: Attachments are not supported. Linking All s to Records You can link all s associated with a particular address to a record. Select the in Lotus Notes and select Actions>>FrontRange>>Link All Mail from Sender or click the associated toolbar button. The Unlinked s window appears for any messages you are automatically or manually linking to the application where there are no ITSM Series

289 Linking matching addresses, or where there are multiple matches for the same address. You must resolve these. See "Resolving Unlinked s" on page for more information. Resolving Unlinked s The Unlinked s window appears for each message you are automatically or manually linking to the application where there are no matching addresses, or where there are multiple matches for the same address. The Unlinked s window appears for each specific message, displaying the subject and date of the message in question. If this window appears, you can perform one of the following options: Click Close to continue without linking the specified . If the message is not linked because of multiple matches, select the e- mail address in the Unlinked addresses area and click Resolve. The Resolve Multiple Matches dialog box appears. If the message is not linked because there are no matches in your database, create a record in the application and then link the message to it. Then select the record in the list and click OK. User Guide

290 12-12 Lotus Notes Integration Viewing Linked s in the Application You can view linked s from the in the application. You can view a list of s using the grid view, by doing a search on the Business Object, or an entire using the form view. 1. Locate the record in the application whose you want to view. 2. Click the tab or other child object designated by your system administrator. An entry for that is present. 3. Double-click an entry to view the form view of the selected . or use the Open icon the view the . Linking Using QuickActions Note: The information in this section is applicable both to upgrades and new installation. For installation, use this information if the annotations have already been added, and you subsequently want to change this behavior or apply it to another Business Object. You can configure the automatic tracking of Lotus Notes activities by enabling the following QuickActions to track them by creating the appropriate Business Object and link to the current master Business Object in context: Send ITSM Series

291 Linking Using QuickActions Send Calendar Send Task You can also apply this functionality through the toolbars present in the activity and tab: You can specify the child Business Object to store the content and the relationship using annotations. Annotations are keywords used to indicate a specific fields, relationship or Business Object that gives a special meaning. In this case it is used to identify the relationship and Business Object to use. The following annotations are available for use for this type of tracking: LINK_ - indicates the relationship for Business Object and is required for the Send quick action. LINK_APPOINTMENT - indicates the relationship to track appointment Business Object and is required for the Send Calendar quick action. LINK_MEETING - indicates the relationship to track appointment Business Object and is required for the Send the Calendar quick action. LINK_TASK - indicates the relationship for tracking tasks and is required for the Send Task quick action. Note that the annotations are keywords that are fixed, case sensitive and should not be translated. The tracking functionality will be enabled only if one or more of these annotations are present. Otherwise no changes in the behavior of the send quick actions are done. These annotations are available in the following Business Objects: Activity.Appointment Activity.Meeting Activity.Task User Guide

292 12-14 Lotus Notes Integration These annotations indicated on the fields are for mapping the individual field values. Below is a sample dialog that is shown for the field FromAddress in the Business Object. If some other Business Object needs to be used (instead of Business Object), then the user has to indicate these annotations appropriately. Outgoing s As an example, if outgoing s are to be tracked for the Account Business Object, the Business Object that is related to Account Business Object through AccountAssociates will contain the annotation LINK_ . This indicates that this relationship and the associated Business Object should be used to track the outgoing s from the Accounts Business Object. If the child Business Object is a group object (such as the Activity Business Object), then the corresponding derived Business Object name should be provided in the Value column of the annotations tab. Tasks The following illustration shows the field Status for the Activity.Task Business Object. ITSM Series

293 Linking Using QuickActions Start Date The start date of the task is always populated with current date and does not reflect the date that is modified in the preview dialog of the quick action. You can correct this by updating the definition for the annotation: 1. Edit the definition set for Activity.Task Business Object by opening the Activity.Task.StartDateTime window. 2. Click the Annotations tab to make it active. 3. Change the value for the LINKTOACTIVITY from StartTimeDate to StartTime. 4. Commit the Definition set and restart the Apploader. User Guide

294 12-16 Lotus Notes Integration ITSM Series

295 13 Business Rules About Business Rules A Business Rule is a simplified automatic process made up of triggers and QuickActions. Triggers are data-based or criteria-based conditions that, when they become true, execute the associated QuickActions. For example, you can create a Business Rule to notify you when Service Level Agreements are breached. Create Triggers and QuickActions through the Trigger Center and QuickAction Center or create them when creating a Business Rule. Note: IT Service Management ships with several predefined Business Rules to help automate daily tasks. Use these Business Rules, edit them, delete them, or create your own.

296 13-2 Business Rules Triggers Triggers used with Business Rules are either record-based or threshold-based. A record-based trigger activates when data changes in selected record type. For example, the status field in an Incident record changes to Closed. A threshold trigger activates when a specified number of records meet a particular criteria. For example, the number of active self service records exceeds 5. Create a trigger using the Trigger Center or in the context of creating the Business Rule. Using the Trigger Center, find, create, edit, copy, and delete triggers. After creating triggers, you can add them to a Business Rule. The execution of the associated QuickActions occurs when any of the triggers become true. QuickActions QuickActions can stand alone or be used with Business Rules. When used with Business Rules, they are the actions executed when a trigger becomes true. A single rule can include one or more QuickActions. When any of the triggers become true, all the associated QuickActions run. Create QuickActions using the QuickAction Center or in the context of creating the Business Rule. Using the QuickAction Center, find, run, create, edit, copy, and delete QuickActions. ITSM Series

297 About the Business Rule Center 13-3 About the Business Rule Center The Business Rule Center manages your Business Rules. It contains a menu bar for accessing the various Business Rules commands, a toolbar providing shortcuts to commonly used commands, a tabbed Business Rule bar to filter and locate Business Rules quickly, and a work pane for displaying and running Business Rules. To open the Business Rule Center, select Tools>>Business Rules>>Business Rule Center. The Business Object filters Business Rules. For example, select Incident from the View Business Rules associated with drop-down list to view a list of Business Rules associated with Incidents. Note: Business Rules displayed in the work pane are first filtered by Business Object association. You can then browse for a more specific Business Rule or search for one using Find. User Guide

298 13-4 Business Rules Working with Business Rule Center Use the Business Rule Center when: Creating a New Business Rule Browsing for Business Rules Editing Business Rules Copying Business Rules Deleting Business Rules Adding QuickActions to Business Rules Creating a New Business Rule Business Rules are composed of triggers and QuickActions. Create triggers and QuickActions in advance using the Trigger Center and the QuickActions Center, or create new triggers and QuickActions as you create Business Rules. Note: The Business Process Engine must be running for Business Rules and Triggers to work. Note: The IIS must be reset when a new Business Rule is created. Tip: If the Business Rule you are creating is similar to an existing rule, copy properties from an existing Business Rule to the new rule. To Create a Business Rule To create a Business Rule, configure Business Rule properties. These properties control how Business Rules display in the Business Rule Center and how they operate. Properties include name, description, category, association, and other actions. IMPORTANT: The association is extremely important because it defines the interaction between the Business Rule and a Business Object. It also serves as the initial filter for displaying Business Rules in the Business Rule Center. Tip: Add Business Rules to the Business Rule menu for quick access. ITSM Series

299 Working with Business Rule Center On the IT Service Management menu, select Tools>>Business Rules>>Business Rule Center. 2. To associate your new Business Rule, select a Business Object in the View Business Rules Associated With drop-down list. Select Incident. 3. Select Action>>New or click. 4. In the Name text box, type a name. For example, type NewEmployee. 5. In the Alias text box, type a user friendly label, if necessary. 6. Click the General tab. 7. In the Description text box, type a description for the Business RuleType. 8. If you want to organize the Business Rule by folder, type a new or select an existing category in the Category drop-down list. For example, create a new category named New Employee Setup. User Guide

300 13-6 Business Rules 9. Select a Where should this business rule run? option: Client Side: When user prompts are required. Server Side: When the rule should always run and user prompts are not required. 10. Select Before Save in the When should this business rule run? option. 11. Select Prevent record save if action fails to prevent saved changes when the Business Rule actions are unsuccessful. 12. Click the Trigger Options tab to configure the Business Rule triggers. 13. Click Add to select a trigger or New create one. For example, click Add; then select Employee Setup - Service Request. Click OK. ITSM Series