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  • Welcome to ASM HERMES!
    • HERMES 10.6.8 Release Notes
      • 10.6.8.14379 AUG 24 MR Release Notes
      • 10.6.8.14627 SEPT 24 MR Release Notes
      • 10.6.8.14701 OCT 24 MR Release Notes
      • 10.6.8.14800 OCT 24 2 MR Release Notes
      • 10.6.8.14879 NOV 24 MR Release Notes
      • 10.6.8.14901 N0V 24 2 MR Release Notes
      • 10.6.8.15038 DEC 24 MR Release Notes
      • 10.6.8.15097 JAN 25 MR Release Notes
      • 10.6.8.15121 JAN 2 25 MR Release Notes
      • 10.6.8.15289 FEB 25 MR Release Notes
      • 10.6.8.15348 FEB 2 25 MR Release Notes
      • 10.6.8.15509 MAR 25 MR Release Notes
      • 10.6.8.15572 APRIL 25 MR Release Notes
    • HERMES 10.6.9 RC Release Notes
      • 10.6.9.14735 OCT 24 RC Release Notes
    • ASM Video Library
  • ITSM Solutions
    • Example Solutions - Best Practices for a Successful Outcome
      • Managing Changes to your ASM Application
      • Business Continuity Planning
      • Capacity Planning
      • Change Management
        • Planning Change Management
        • Build Your Workflow
      • Dynamic Ticket Routing
      • Environmental Impact Analysis (for TBL Accounting)
      • Knowledge Management
        • Planning Knowledge Management
      • Major Incident Management
        • Configure Major Incident Management
        • Allow Users to Subscribe to MI
      • Project Management
        • ASM Project Management How-To Videos
      • Service Validation and Testing
        • Example Configuration
      • User Survey Systems
        • Planning and Implementing Surveys
        • Survey Fields and Configuration
      • Workforce and Talent Management
        • Example Configuration
      • 2-Part Call Close Process
      • Incident Management
        • Planning Your Incident Management Implementation
        • Setup IPK Management
        • Build Screens to Support IPK
  • Use ASM
    • About the Alemba Service Manager Family
      • URLs and Access Parameters
        • System Access URLs
        • ASM Self Service Portal URLs
        • Pre-Populating Search Fields
    • Using the Self Service Portal
      • Logging on to Self Service Portal
        • Forgotten User ID and Password (Self Service Portal)
        • Password Expiry
      • Self Service Portal Home Page
      • Self Administration in Self Service Portal
        • Updating Your Contact Details
        • Changing Your Password
        • Delegating Work
      • Logging and Reviewing Tickets and Tasks/Approvals
        • Using the Logging Forms in Self Service Portal
        • Suggested Knowledge in the Self Service Portal
        • Reviewing Your Tickets in the Self Service Portal
          • Cloning Tickets in Portal
          • Chasing Ticket or Request
        • Off-Line Conversations with Support
        • Closing Your Tickets
        • Reopening Your Tickets
        • Cloning Your Tickets
      • Following Tickets
      • Self-Help/Self-Diagnosis in Portal: Scripts
      • Searching the Knowledge Bank in Self Service Portal
      • Chat
        • Alembot - Chatbot
      • Service Request Catalog
      • Your Surveys
    • Using Nano
      • Nano Feature List
      • NANO Video Tutorial - Quick Start
      • Nano Application
        • Viewing Your Workload in NANO
        • Viewing Bulletins
        • Nano Matching Panel
        • Using the Call, Request, and Task Details window
        • Working with Entities in Nano
          • Followers
        • Using Resource Manager in NANO
        • Viewing Your Outstanding Tasks
        • Keyboard Shortcuts
    • Using ASM Core
      • Getting Started
        • The ASM Core Window
          • The Information Panel
          • The View Option
          • The New Option
          • Configuring search results
        • Changing your Password
        • Generating an ASM statistics report
        • Printable Reports from within Core
        • Searching for Items
          • Using Wildcards in Search
          • Outstanding Item Searches
          • Saved searches
          • Viewing Search Results in Graphs
          • Creating Reporting Views from Search Results
        • Indicators - Icons
      • View Your Consolidated Workload
      • Viewing Daily Stats
      • Chat
      • Managing Followers
      • Managing Your Tickets - Calls and IPK
        • Working with Calls
          • About the Call Details Window
          • Cloning Option
          • Log New Request from Call
          • Watch Call
          • Change a Call from an Incident to a Problem, Known Error, Major Incident, or Service Request
          • About the Service Window
          • About the Call Information Panel
          • About the Matching Panel
          • Add Notes - Updating Your Tickets
            • Notes: Offline Conversations with the User
          • Managing and Using Call Activities
          • Assigning Work Based on Skills
        • Call Details Explorer Options
          • Call Activities Explorer Option
          • Linking Explorer Option
          • Forum Analysts Explorer Option
          • AI Ops Explorer Option
          • Viewing Event Transactions from a Call or Request
          • Email All Explorer Option
        • Overview of CTI in Alemba Service Manager
          • Storing Telephone Numbers for CTI
        • Logging a Call
        • Using Quick Solutions
        • Using Quick Forms
        • Deferring a Call
        • Reassigning/Forwarding a Call(s) Internally
        • Forwarding a Call Externally
        • Creating an Outage from a Call
        • Closing a Call
        • Global Updates
        • User Chased Tickets
        • Escalating Tickets
      • Sending Ad-Hoc Surveys
      • Requests and Tasks
        • Viewing your Request Workload
          • Viewing Outstanding Requests
          • Searching for Requests
        • Submit a New Request
        • Escalate a Request
        • Searching for Tasks
        • Suspending a Task
        • Completing a Task
        • Sending email from a task
        • Forwarding a Task Internally - Reassignment
        • Completing an Approval
        • Managing Change Calendars
        • Managing Resources
          • Preparing to Use Resource Manager
          • Using Resource Manager
          • Allocating Tasks in Resource Manager
      • Ordering Service Actions within ASM Core
      • Adding Attachments
      • Managing your CMDB
        • Managing CMDB Items
          • Cloning CMDB Items
          • Completing CMDB Item Details
          • CMDB Linking Diagram
          • Freezing CMDB Items
          • Linking CMDB Items
        • Managing Your Assets
          • Managing Inventory Items
          • Managing Software Products
          • Thresholds Explorer Option
          • Managing Transactions
            • Purchasing Items
            • Reserving Items
            • Allocating Items
            • Transferring Ownership of Items
            • Retiring Items
            • Changing Availability Status of Items
            • Adding an order from a search field
          • Specifying Usage Criteria
        • Managing your Service Portfolio
          • Managing Services
          • Managing Service Actions
            • Defining the Outcome of Selecting a Service Action
          • Managing Service Bundles
        • Managing Organizations
        • Managing Locations
        • Managing Cost Centers
        • Managing Jurisdictions
        • Managing Subscriber Groups
        • Managing Stakeholders
        • Options in the CMDB Items Explorer Pane
        • Allocating Change Windows to CMDB Items
        • Managing People
        • Managing Contracts
        • Managing Availability
          • Managing Outages
          • Impact Criteria
          • Displaying Outages
        • SLM - Managing Agreements
          • Defining Agreement Thresholds
          • Linking Service Items to an Agreement
          • Attaching Selection Criteria to Agreements
          • Agreement Measurements
      • Configuring AI Ops
        • Using the AI Ops Wizard
        • Managing AI Ops Rules
      • Knowledge Management
        • Managing Knowledge Entries
        • The Knowledge Bank Explorer
        • Viewing Knowledge Entries
        • Knowledge Administration
      • Configuring Reminders
      • Using IPK Workflow Rules
        • Part 1 - Building the Workflows
        • Part 2 - Defining Workflow Criteria Rules
          • Defining Call Fields for IPK Rules
        • Part 3 - Assigning Workflows to Rules
        • Configuring Call Auto Close Rules
        • Running Multiple Workflow Types on a Call
      • The Bulletin Board
        • Viewing Bulletins
        • Managing Bulletins
      • Using Timesheets
      • Scheduling Calls and Requests
      • Using Quick Forms
      • Using Call Scripts in Core
      • Instant Messaging/Internal Messages
      • Sending an Email
        • Finding Recipients
      • Delegation Setup
      • Purging Data
  • SetUp & Configure ASM
    • Licensing
      • Licensing model
      • ASM Person Licenses
    • Installation and Patching
      • Alemba Service Manager On-Premise Architecture
      • HERMES Installation Guide
        • HERMES Prerequisites
        • Upgrading/Installing ASM to HERMES Step by Step Guide
      • Installation PowerShell Parameters
        • Administration Using PowerShell Scripts
      • Installation Guide for Syncfusion Dashboards
        • Part 1-Syncfusion Dashboard Server Installation
        • Part 2-Syncfusion Server Check HTTPS Binding has been Configured
        • Part 3-Syncfusion Server User Management Server (UMS) Configuration
        • Part 4-Syncfusion Server Configure the Dashboard Server
        • Part 5-Syncfusion Server Patching the Scheduler Service
      • Upgrading from vFire 9.2 or Below
      • Installing and upgrading on Multiple Web Servers
      • Patching where downloading files is not possible
        • Installation Using Setup.exe
      • Configuring external network access to ASM
      • About the Polling Services
      • Uninstalling ASM Core
    • Setting Up your System
      • On-Premise: System Console Configuration Settings
      • Logging in as Administrator
      • ASM Nano
        • Enabling Nano
        • Request Phases
      • Setup IM (Internal Messaging)
      • Setup Email
        • Setting Up Incoming and Outgoing Email
          • Email Server Configuration
          • Methods of Authentication for Mail Servers
          • Incoming Email
            • Recognized Incoming Email Subject Headings
            • Incoming POP3, and IMAP Email Server Settings
            • Incoming Email via API
            • How the Logging Analyst is Determined on an Incoming Email
          • Outgoing SMTP Email Server Settings
          • Outgoing Email via Webhooks
          • Configure Azure MS Graph API
          • Configuring Exchange Web Services (EWS)
            • Prerequisites
              • Web Redirect URL Configuration
              • Creating an Azure Client Secret
            • EWS - Configure Outgoing Email
            • EWS - Configure Incoming Email
            • EWS - Authorize the Connection
            • EWS - Troubleshooting
        • Mail Message Access (MMA)
      • Setup Chat
    • Configuring your System
      • Accessibility Features
      • ASM Solutions
      • Call Template Administration
      • Configuration Post Go-Live
        • Preparing Production for Sys Admins and Developers
        • ASM Application Configuration Change Management
          • ASM Application Configuration Change Screens
          • ASM Application Change Workflow Template
      • Configuration Post Go-Live using SDLC
      • Configuring Escalations and Chase
      • Configuring the Data Purge Service
      • Configuring Screens
        • Creating New Screen Sets
        • Screens Available for Configuration using ASM Designer
        • Building Screens in ASM Designer
          • Configuring Fields
          • Creating a Custom Field
          • Deleting & Unlinking Fields
            • ASM System Fields for Call Screens
            • ASM System Fields for Request Screens
            • ASM System Fields for Task Screens
            • ASM System Fields for Approval Screens
            • ASM System Fields for CMDB Item Screens
          • Screen Widgets
            • Data-Grid Widgets
            • Self Service Portal System Widgets
          • Knowledge Article Screens
          • Configuring Message Templates
          • Importing/Exporting Screens
          • Troubleshooting Screens: The Screen's Dead Zone
        • Dynamic Screens
          • Deep Linking Field Data Across Screen Sets
          • Field Calculations
          • Using Rules
          • Adding Images and Progress Indicators to your screens
        • Deleting a Custom Screen
        • Configuring Button Labels
      • Conversation History Widget For Nano
      • Customizing Options for the Self Service Portal
        • Add Me: Set up "Add-Me" for Subscribing to or Following Issues
        • Styling the Self Service Portal
        • Enable Request Correction and Resubmission
      • System Administration Settings
        • Custom Global Profile Fields
        • System Settings Menu
          • Your Organization
          • Partitioning
            • Configuring Partitions
            • Partition Settings
          • System Settings
          • Security Profiles
          • Server Time Zone
            • Storing Time Zone Information
            • Time Zone Settings
          • Defining Working Hours
          • Defining public holidays
          • Reset References
          • System Source Titles
          • Browse Limits
          • Messaging
          • Message Types
            • Message Type Definitions
          • Pager Settings
          • Pager Types
          • Activity Log
          • Stored Procedures
          • System Titles
          • Quick Launch
          • Quick Notes
          • Auditing
            • Administration Audit Trail
          • User and Analyst Search Field Settings
          • Email Header and Footer
        • Security
          • Security Settings
          • Security Settings (Partitioned)
          • IPK Groups
          • Workflow Management Groups
          • Controlling log in
          • Email and Pager Options for IPK and Workflow Groups
        • Security Roles
          • General Access Security Role
            • Admin Tab
            • Timesheets Tab
          • IPK Management Security Roles
            • IPK Management Role: Options Tab
            • IPK Management Security Role: Groups Tab
            • IPK Management Security Role: IPK Streams Tab
            • IPK Management Security Role: IPK Statuses Tab
            • IPK Management Security Role: Forms Tab
            • IPK Management Security Role: Quick Launch Tab
            • IPK Management Security Role: Fwd Groups Tab
          • Workflow Management Security Roles
            • Workflow Management Security Role: Shared Tab
            • Workflow Management Security Role: Requests Tab
            • Workflow Management Security Role: Tasks Tab
            • Workflow Management Security Role: Processes Tab
            • Workflow Management Security Role: Groups Tab
            • Workflow Management Security Role: Request Screen Sets Tab
            • Workflow Management Security Role: Task Screen Sets Tab
            • Workflow Management Security Role: Appr. Screen Sets Tab
            • Workflow Management Security Role: User Approval Screen Sets Tab
            • Workflow Management Security Role: External Supplier Screen Sets Tab
            • Workflow Management Security Role: Closure Task Screen Sets Tab
            • Workflow Management Security Role: Forms Tab
            • Workflow Management Security Role: Template Tab
            • Workflow Management Security Role: Request Quick Launch Tab
            • Workflow Management Security Role: Task Quick Launch Tab
          • Configuration Management Security Roles
            • Configuration Management Security Role: CMDB Items Tab
            • Configuration Management Security Role: People Tab
            • Configuration Management Security Roles: Organizations Tab
            • Configuration Management Security Role: Locations Tab
            • Configuration Management Security Role: Contracts Tab
            • Configuration Management Security Role: Subscriber Groups Tab
            • Configuration Management Security Role: Cost Centers Tab
            • Configuration Management Security Role: Jurisdictions Tab
            • Configuration Management Security Role: Forms Tab
          • Service Level Management Security Roles
            • Service Level Management Security Role: Options Tab
            • Service Level Management Security Role: Forms Tab
          • Availability Management Security Roles
          • Knowledge Management Security Roles
            • Knowledge Management Security Role: Options Tab
            • Knowledge Management Security Role: Content Access Tab
            • Knowledge Management Security Role: Statuses Tab
          • Bulletin Board Security Roles
          • Dashboard Management Security Role
          • Integration Security Role
        • IPK and Workflow
          • Incident, Problem & Known Error (IPK) Management
            • Configuring IPK Settings
            • IPK Settings (Partitioned)
            • Action Type
            • Call Attributes
            • Call History Types
            • Call Impact
            • Call Physical Statuses
            • Call Priority
            • Call Screen Sets
            • Stakeholder Roles
            • Call States
            • Call Status Titles
            • Call Urgency
            • Closure Groups
            • Custom Call Profiles
            • User Survey
            • User Survey Screen Set
            • IPK classes
            • IPK Streams
            • IPK Statuses
            • Link Stream/Status to Call Screen Set
            • Link Type/Stream/Status to Call Screen Set
            • Link Screen Set to Reasons
            • Link Type to Reason
            • Limit Type by IPK Status
            • Link Type to Call Screen Set
            • Priority Matrix
            • Quick Forms
            • Quick Solutions
            • Reasons
            • Call Scripts: Scripting
            • Type Tiers
          • Workflow Management
            • Workflow Management Settings
            • Workflow Attributes
            • Approval Types
            • Request Action Types
            • Request Implementation Profiles
            • Request Implementation States
            • Request Link Types
            • Request Physical Statuses
            • Request Phases (Nano)
            • Request Priority
            • Request Risks
              • Request Risk Assessment
              • Request Impact
              • Request Complexity
              • Request Risk Assessment Matrix
            • Screen Sets for Requests, Tasks and Approvals
            • Request Stakeholder Roles
            • Request Completion Statuses
            • Request Types
            • Task Action Types
            • Task Phases
            • Task Physical Statuses
            • Task Priority
            • Task Status Titles
            • Task Types
            • Workflow Management History Types
            • Request History Filters
            • Workflow Processes
            • Workflow Export and Import - Workflow Porting
            • Linking Approval Screens to Partitions
        • Service Level Management
          • SLM Settings
          • Agreement Attributes
          • Agreement Selection Priority
          • CMDB Selection Priority
          • Agreement Stakeholder Roles
          • Agreement Statuses
          • Exclusion Reasons
          • Agreement Types
          • Event Activity Types
          • Agreement Matrices
          • Measurement Types
          • Payment Types
        • CMDB (Configuration Management Database)
          • CMDB Settings
          • CMDB Service Levels
          • CMDB Item Classes
          • CMDB Item Criticality
          • CMDB Item Physical Statuses
          • CMDB Item Types
          • CMDB Link Status
          • CMDB Link Types
          • Contract Support Type
          • Contract Types
          • Cost Center Category
          • Custom CMDB Profiles
          • Person Profile
          • External Contact Type
          • User VIP Statuses
          • Disposal Methods
          • Financial Statuses
          • Financial Category
          • Freeze Statuses
          • Link Manufacturer to Model Type
          • Manufacturers
          • Model Types
          • Organization Profiles
          • External Supplier Statuses
          • Purchase Method
          • Service Link Types
          • Service Portfolio Statuses
          • Service Cost Types
          • Service Periods
          • Asset Management - Asset Lifecycle Status
          • Asset Management - License Type
          • Asset Management - Transaction Status
          • Self Service Portal Display Categories
          • Stakeholder Roles
          • Auditing Configuration Items
        • Availability
          • Configuring Availability Management
          • Outage Types
          • Schedule Definition
        • Depreciation
          • Batch Run Parameters
          • Depreciation by CMDB Item Type
          • Depreciation Methods
          • Depreciation Schedules
        • Knowledge Bank
          • Knowledge Bank Settings
          • Knowledge Base Types
          • Knowledge Entry Types
          • Knowledge Profiles
          • Knowledge Ratings
          • Knowledge Statuses
          • Knowledge Document Import
        • Bulletin Board
          • Configuring the Bulletin Board
          • Bulletin Board Priorities
          • Bulletin Stakeholder Roles
        • Text Retrieval
          • Common Words
          • Keywords
          • Synonyms
        • Analytics
          • Analytics Settings
          • Classic Syncfusion Dashboard Server Configuration
        • Self Service Portal
          • Self Service Portal Settings
          • Self Service Portal Settings (Partitioned)
          • Self Service Portal Roles
            • Options Tab
            • CMDB Tab
            • Content Access Tab
            • Workflow Templates Tab
            • Call Templates Tab
            • IPK Status Tab
            • Dashboard Management Tab
          • Self Service Portal Systems
          • Self Service Portal My Options
          • Self Service Portal Tables
          • Service Order Status Titles
          • Question Mappings
          • Catalog Promoted Items
          • Suggested Knowledge in the Self Service Portal
          • Creating Custom Pages
          • Link Organization to Portal Key
        • Nano
        • Preview Features/Advanced Options
          • Settings
            • Multi Language
              • Languages
                • Portal Label Language Updates
                • Service Title Language Updates
            • Call Activities
            • Enable Active Directory Mappings to Sub Groups
            • CTI
              • Setting up the Alemba Service Manager CTI
            • SignalR Scale Out Options
            • External Chat tool Integrations
          • Portal Settings
          • Global Search
          • Chat Bot
      • Workflow Template Administration
        • Basic Process for Building a Workflow
          • Task List for Workflow (Request Template) Creation
            • Create a Service Action and Attach a Workflow to it
        • Managing Tasks - Adding Tasks to the Dependency Diagram
          • About Tasks - General
          • Task Types in the Task Palette
            • Defining Request Start Details
            • Creating a Standard Task
            • Create Request Task
            • Creating an Approval Task
            • Creating a User Approval Task
            • Conditional Branching Tasks
              • Defining a Dependency Rule
              • Defining Dependency Actions
            • Creating a Messaging Task
            • Creating a Delay Task
            • Creating a Manage CMDB Task
              • Recursive CMDB Task
              • Adding Transactions to a Manage CMDB task
              • Asset Management Transactions in a Manage CMDB Task
              • Mapping Fields to be Updated by a Transaction
            • Creating an Outbound Action Task
            • Creating an SLM Start Clock/Stop Clock Task
            • Creating an External Supplier Task
            • Creating a Run External Procedure Tasks
            • Creating a Change Window Task
            • Creating a Closure Task
            • Creating an Activation Task
        • Component Workflows
        • Setting Up Amendable Requests
        • Troubleshooting Workflow and Service Action Linking
        • Sharing Parent Request Items with Child Requests
    • Dashboards and Reporting
      • Dashboard Configuration and User Learning Guide
      • Descriptions of Default Reports and Dashboards (SDI Classifications)
        • 8.3 Number of Incidents and Service Requests
        • 8.4 Average Time to Respond
        • 8.6 Average time to resolve incidents or fulfill service requests
        • 8.7 First Contact Incident Resolution and Request Fulfilment Rate
        • 8.8 First Level Incident Resolution and Request Fulfillment Rate
        • 8.9 Reopned Incident Rate
        • 8.10 Backlog Management
        • 8.11 Percentage of hierarchic escalations
        • 8.21 Percentage of Functional Escalations copy
        • 8.23 Average incident resolution time by priority
        • 8.24 Average request fulfilment time by priority
        • 8.25 Average resolution time by incident category
        • 8.26 Average fulfilment time by service request type
        • 8.27 Comparison of service level targets to performance
        • 8.28 Service Desk Knowledge Usage
        • 8.29 Customer Facing Knowledge Usage
        • 8.30 Service Desk Knowledge Quality and effectiveness
        • 8.31 Customer facing knowledge quality and effectiveness
        • 8.33 Monitoring Incidents caused by changes measured against target
        • 8.34 Total cost of service delivery
        • 8.35 Average cost per incident by channel
        • 8.36 Average cost per service request by channel
        • 8.43 Problem records created through proactive problem management
        • 8.44 Incident reduction through problem management
      • Install SDI Reporting Pack
      • Dashboards and Reports (.sydx Files)
      • Connecting to Other Data Sources
      • Sample SQL Queries
      • Migrating your Syncfusion Dashboards to a New Server
    • FAQ
      • Limited Support/End of Life Capabilities
        • Configuration Portability
          • Overview & Best Practices
          • Porting Configuration Data
          • Viewing the Export and Import Logs
        • Server Console
          • Accessing the Server Console
          • Creating a New ASM System
          • Server Console system tasks
          • Customization nodes
          • SQL Server and Table Ownership
          • Updating Scripts
          • ASM Core Registry Keys
        • Concurrent Licensing
          • License Corrals
        • Alemba Classic API
          • Programming with the Classic API
            • WCF Client
          • Code Examples
          • Return Values
          • API Message Types
          • API Lookups
          • API Transactions
            • Availability Transactions
            • Call Transactions
            • CMDB Item Transactions
            • Contract Transactions
            • Cost Center Transactions
            • Jurisdiction Transactions
            • Location Transactions
            • Organization Transactions
            • Person Transactions
            • Subscriber Group Transactions
            • Knowledge Transactions
            • Bulletin Transactions
            • System Transactions
              • Session Transactions
              • Add Note Transactions
              • Attribute Transactions
              • Development Transactions
              • Message Transactions
              • Object Transactions
              • Stakeholder Transactions
            • Workflow Transactions
              • Workflow (Request) Transactions
              • Task Transactions
          • API Classes
          • API WSTester Application
      • Configuration or Customization
  • Integrate
    • Integration Overview
    • Managing Integration
      • Setting Up the Integration Platform
        • Defining Connectors
        • Defining Sources
        • Configuring an Integration Source
        • Resource Mapping
        • Defining Property Transforms
        • Defining Profile Maps
        • Defining Resolution Rules
        • Defining Link Type Mapping
      • Single Sign-On using SAML
        • Integrated Security vs. Single Sign On
        • Technical and Access Requirements
        • Configuring ASM for Single Sign-On
        • Importing Identity Provider Metadata
        • Service Provider Signing Certificate
        • Configuring the Service Provider
        • Exporting Service Provider Metadata
        • Importing Service Provider metadata into the Identity Provider
        • SSO Troubleshooting
        • SSL Binding
        • Creating a Self Signed Certificate
        • Extending the Single Sign-On Connector
      • Configuring Azure Active Directory discovery
      • Azure Multi-factor Authentication
      • Viewing Integration Activity
        • Viewing Integration Log
      • Connectors to ASM Core
        • Connector Matrix
        • Installing Connectors
        • CMDB Connectors
          • Altiris Network Discovery Connector
          • CA Cohesion Connector
          • Centennial Discovery/FrontRange Connector
          • EMC Smarts NCM Connector
            • Service Assurance Manager Connector
          • LANDESK Connector
          • Microsoft Azure Connector
          • Microsoft SCOM Connector
          • Microsoft SMS and SCCM Connector
          • Snow Connector
          • SolarWinds Connector
          • VMware Application Discovery Manager Connector
          • VMware vCenter Configuration Manager Connector
          • VMware vCloud Director Connector
          • vRealize Orchestrator Connector
        • LDAP Connectors to ASM Core
          • Microsoft Active Directory Server Connector
          • Novell eDirectory Server Connector
        • Generic Connectors to ASM Core
          • Email Event Connector
          • External Process Connector
          • Stored Procedure Connector
          • ASM to ASM Connector
          • Jira Connector
            • Developer Notes for the Jira ICNF
          • CSV File Connector
          • MS Azure DevOps Connector
          • Connector Suite for MS SQL Server Tables
          • Resource Databases Connector
            • Tutorial for Configuring the Database Resources Connector
        • Microsoft Alemba ITSM Connector
      • Build your Own Connector
        • Microsoft Entra ID (Azure Active Directory) - Connector Builder
        • Microsoft Intune - Connector Builder
      • Managing the Federated CMDB
        • Managing Scheduled Integration Scans
        • Auditing Configuration Items
      • Managing External Resources
      • Selecting Fields for Mapping
      • Managing Inbound and Outbound Actions
        • Configuring Inbound and Outbound Actions
          • Configuring Outbound Actions
            • Using Outbound Actions
          • Configuring Inbound Actions
        • Inbound or Outbound Action Source Parameters
      • Managing Events
        • Configuring Event Management
          • Event Management Source Parameters
          • Viewing Event Types
          • Managing Event Type Mappings
        • Using Events
      • Webhooks
        • Webhook Payloads
      • Canvas App Widgets
      • Microsoft Teams Chat Integration
      • Microsoft Project Integration
      • Connector Diagnostics
    • API's
      • Alemba RestFul API
        • Alemba API Architecture
        • Installing the Alemba API
        • Logging In to the Alemba API Explorer
        • Navigating the Alemba API Explorer
        • Alemba API Programmers’ Guide
        • Alemba API Programmers' Cookbook
          • Recipes
        • Alemba API Related Database Tables
        • Using API Reporting Views
        • Authentication
          • Configuring Authentication for the Alemba API
          • Configuring Windows Authentication for the Alemba API
          • Configuring Single Sign On using SAML for the Alemba API
      • Azure/ Web API/Logic Apps
      • ASM API Quick Reference Guide
        • Getting Started: The ClientId
        • Postman for Testing
        • Search for Existing Calls
        • Locking and Updating Calls
        • Creating New Calls
  • Earlier Versions of ASM
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On this page
  • Overview
  • Use Case Scenario
  • Connector Description
  • Connector Operation
  • Connection Parameters
  • General Technical Considerations
  • Connector Requirements
  • Web Service Details
  • Additional Information
  • Connector Diagnostics
  • Inbound/Outbound Actions
  • Action and Communication Protocol
  • Interoperability Operation
  • Verify the Connector Service is Accessible
  • Configuring the System for Outbound Actions
  • Configuring the System for Inbound Actions
  • Before you start
  • Configuring the Inbound Actions
  • Configuring the Outbound Actions
  • Outbound action field mappings examples
  • Transferring attachments from System 1 to System 2
  • Profile mapping (dropdown)
  • Transferring single values
  • Using Transforms
  • Ongoing Operation
  • Call Transfer
  • Workflow Tasks
  • Linking an Analyst to a Contract

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  1. Integrate
  2. Managing Integration
  3. Connectors to ASM Core
  4. Generic Connectors to ASM Core

ASM to ASM Connector

Alemba is currently reviewing and updating the whole of the connector section, including all subsections. Expect this section to be updated by end of June, 2025.

This section of the documentation describes the details of the ASM connector, including:

  • The name of the file used

  • Connection methodology

  • Use case scenario

  • Architectural and functional details that ensure the running of the use case through the Inbound and Outbound action functionality of the Integration Platform

For compatibility and version support details, refer to the ASM Connector Matrix.

You should familiarize yourself with the information in Installing Connectors before installing any connectors, and read the Integration topics for more information on how to configure them.

Overview

The ASM to ASM interoperability concept basically allows for the creation of calls and requests on one ASM System (the Receiver) triggered by actions sent from another ASM System (the Creator).

The type of actions that are implemented and whether calls or requests are logged in the Receiver system is part of the Integration Platform settings in both systems, while creating adequate transactions, ensuring proper communication and maintaining reconciled information between the two systems are amongst the ASM to ASM connector duties.

The connector operation is symmetrical. This means that in some instances one of the systems acts as the Creator, creating calls or requests in the other system, and in other instances the same system acts as the Receiver, calls or requests being created internally based on instructions sent by the other system.

Use Case Scenario

The interoperability concept can be broken down into several use cases that are listed in the table below.

Use case

Notification/Action

Action taken by Receiver

Role of the connector

Event

Scenario

Create action

A call is forwarded externally or an External Supplier Task is sent from the Creator system

A Create action is initiated.

A Create message is sent to the Receiver system.

The action is selected by matching the External Supplier and Contract. A note is sent between systems.

When the Receiver system receives the Create action, it either logs a call or creates a request, depending on the Creator Outbound action set up

The connector ensures that enough details are transmitted to implement the action defined in the Creator Outbound action.

Call/Request/Task Update

A call/request/task is updated in the Creator system or a call/request is updated in the Receiver system

An Update message is sent to the other party.

Upon receipt of an Update message, the system does one of the following, depending on administrative setup:

  • Updates the call/request/task

  • Adds a note

  • Does nothing

The connector ensures that enough data are transmitted by the Update message so that any of the listed actions can be performed.

Note attachment

A note is attached to the call/request/task in the Creator system or a note is attached to the call/request in the Receiver system

A Notify message is sent to the other party.

Upon receipt of a Notify message, the system does one of the following depending on administrative setup:

  • Updates the call/request/task

  • Adds a note

  • Does nothing

The connector ensures that enough data is transmitted by the Notify message so that any of the listed actions can be performed.

Cancel message initiation

A call is closed, a request or a task is completed, or a call/task is taken back on the Creator system

A Cancel message is initiated.

Upon receipt of a Cancel message, the Receiver system does one of the following, depending on the administrative setup:

  • Updates/closes the call/request

  • Adds a note

  • Does nothing

The connector ensures that enough data is transmitted by the Cancel message so that any of the listed actions can be performed.

Complete/Not Complete message creation

A call is closed or a request is completed in the Receiver system.

A Complete or Not Complete message is sent from the Receiver system to the Creator system.

The Creator system can be configured for the matching call/task to be closed/updated, for a note to be added, or to do nothing.

Receiver system sends a Complete message when any one of the following takes place:

  • The call it logged as a result of a Create action has been closed with the Resolved status.

  • The request has been completed with the Implemented status.

Receiver system sends a Not Complete message when any of the following take place:

  • The call has been closed with the Unresolved status.

  • The request has been completed with the Not Implemented status.

The connector ensures that enough data is transmitted by the Cancel message so that any of the listed actions can be performed by the Creator system.

Connector Description

The table below provides a description of the ASM to ASM Connector.

Information fields

Name

Connector name

ASM Core <-> ASM Core connector

Third-party application

ASM Core

Connector Operation

The connector operation makes use of Windows Communication Foundation (WCF). WCF allows for the following:

  • Services to be defined abstractly and published physically over a wide variety of channels.

  • Permits extensive tailoring of this behavior by updating the appropriate .NET configuration files.

Connector parameter values possess default values that are defined in these configuration files and can be modified. However, possessing a strong knowledge of WCF is a prerequisite before attempting to modify the default parameters.

Endpoint Configuration references a client endpoint configuration by name.

The configuration files also define server endpoints.

Note the following:

  • If no name is provided, BasicHttpBinding_ISM2XService is used. This is the name of the default binding defined in the configuration files shipped in the kit.

  • It defines how the local ASM instance (client) must communicate with the remote ASM instance (server), as:

    • A basic HTTP binding

    • References the Infra.Connector.Ionix.SM.ISM2XService service contract

Any changes to the configuration must be applied to the following two files:

  • <System>/web.config

  • <Root>/Infra.Services.exe.config

Connection Parameters

When setting up a ASM source, the parameters listed below have to be defined.

Type of action

Description

Connection parameters

Description

Outbound actions

Third-party application

Version developed against

These settings have to be specified to allow the current system to log calls and/or requests in an external ASM System.

Endpoint configuration

References a “client” endpoint configuration by name

Endpoint Address

http: //<Virtual Server>/<System Name>/SM2XService.svc

System

The name of the system to connect to. This name is identical to the one specified in the Endpoint Address.

Login ID

The ID of an existing user in the Receiver system. This user must have sufficient rights to create calls and/or requests.

Password

The password of the user identified by the Login ID.

Inbound actions

These settings have to be specified to allow an external ASM System to log calls and/or requests in the current system.

User

First and last name of an existing person in the current system.

Organization

An existing organization to which the User belongs.

In order to successfully connect a system installed on Windows Server 2003 to a system installed on Windows Server 2008, the following steps must be executed on the Windows Server 2008 server:

  1. Run the following in the command prompt: "%windir%\Microsoft.NET\Framework\v3.0\Windows Communication Foundation\ServiceModelReg.exe -r -y"

  2. Enable anonymous authentication for the virtual directory in Internet Information Services (IIS).

General Technical Considerations

ASM interoperability between two ASM Systems relies on a specific connector and specific Web Services. Furthermore, the running of the use case scenario requires a specific architecture to be adhered to by the two ASM Systems, as depicted below.

Connector Requirements

The connector ensures:

  • A proper connection with the Outbound and Inbound actions APIs of the system it is installed on

  • A proper connection with the ASM Services Web of the system it is installed on

  • Transfer of communications between the Inbound actions and the Outbound actions APIs of the connected systems

From a functional standpoint, the connector ensures that the message types described in Action and Communication Protocol are properly handled and transferred.

Web Service Details

The Web Service, although not part of the connector itself, is developed especially to support the communication between the two ASM Systems through the connector.

Additional Information

This connector does not include any Federated CMDB population functionality.

Connector Diagnostics

The connector has the facility to trace information. The data can be obtained through Polling tracing or Application tracing.

Inbound/Outbound Actions

This section describes Inbound/Outbound actions and communication protocol handled by the ASM to ASM connector.

Action and Communication Protocol

ASM Interoperability allows calls or requests to be created on one ASM System based on information sent by another. The creation of calls and requests relies on actions being implemented between the two systems. These actions are supported by a particular communication protocol composed of a set of specific transactions, as illustrated below.

  • The Creator sends a Create message to initiate an action for the Receiver to perform.

  • Both the Creator and Receiver can send Update messages to each other when required.

  • Both the Creator and Receiver can send Notify messages to each other when required.

  • The Creator can also send a Cancel message to stop any further processing of the Action by the Receiver.

  • A Complete message is sent by the receiver when the action is successfully performed.

  • A Not Complete message is sent by the Receiver when the action has not been successfully performed. This does not include failures to establish communication connection with the Receiver.

When two ASM Systems are connected through the ASM to ASM connector, either system can act as the Creator or the Receiver.

Interoperability Operation

To make the ASM to ASM connector available for use, you must:

  1. Verify the connector service is accessible from each server

  2. Configure the system(s) for outbound actions

  3. Configure the system(s) for inbound actions

Follow the steps in both systems to configure ASM System interoperability. For demonstration purposes, we will refer to the systems as System 1 and System 2. If there are specific instructions for systems which are held on different servers, System 1 will be held on Server A and System 2 on Server B.

Verify the Connector Service is Accessible

For demonstration purposes, we will refer to the systems as System 1 and System 2. System 1 will be held on Server A and System 2 on Server B.

For each system, place the endpoint address URL of the other system into a browser and make sure a valid page appears as follows. The endpoint address format is http://Server B/System 2/SM2XService.svc (from Server A) and http://Server A/System 1/SM2XService.svc (from Server B).

In the example below "localhost" indicates that both systems are on the same server.

If this page is not returned there may be a blocked port on the firewall. Contact your Network Administration team to resolve.

The ASM to ASM connector requires the configured port to be open on the firewalls between servers, including SOAP/XML messages. The default ports are 80 for http and 443 for https.

Configuring the System for Outbound Actions

For demonstration purposes, we will refer to the outbound system as System 1.

Before you start

The version of the ASM System must be identical on both servers.

There must be an identical Person record on both servers, with Analyst and User permissions. The two records must have the same login ID, and have IPK Analyst selected in the Options tab of their IPK Management security role.

  1. Log in to ASM System 1.

  2. Select ≡ > Admin > Integration.

  3. In the Explorer pane, under Integration, select Integration Platform Settings to view the window.

  4. Under Inbound Actions, select the Enabled checkbox, then save the details.

  5. In the Explorer pane, under Integration, select Connectors.

  6. On the Integration Connectors window, locate the ASM to ASM connector, and ensure that the Actions and Visible checkboxes are selected.

    You can adjust the column widths if required.

  7. Save the changes.

  8. The connector is visible in the list of available connectors of the Integration Platform.

  9. In the Explorer pane, under Integration, select Sources.

  10. Select the button on the toolbar. In the pop up window, select ASM to ASM Connector from the drop-down list.

  11. In the Integration Source Details window, complete the details.

Name
Type the name of the integration source

Status

This field is prefilled with the Active status

Connector

This field is prefilled with the Connector type

Assembly.TypeName

This field is prefilled, based on the selected connector, as defined in the Connector DLL, and is read-only

Endpoint Parameters

Endpoint Configuration

Type the following endpoint configuration: BasicHttpBinding_ISM2XService

Endpoint Address

Type the endpoint address URL as configured earlier

Person Parameters

System

Type the name of the target (receiver) ASM System

Login ID

Type the Login ID of the person record which is being used for the connector

Password

Type the password of the person record which is being used for the connector

  1. Further fields are displayed on this window, but you do not need to complete them at this stage.

  2. If you have already configured the receiving system (System 2), select the button on the toolbar to test the connection.

  3. Save the details.

  4. Next, you need to configure the receiving system (if you have not already done so), the outbound actions and the inbound actions.

  5. The settings of the Inbound actions of one system influences the possible settings of the Outbound actions of the other system. The possible actions listed in the Outbound actions page of the system for a particular source reflects which Inbound actions have been defined in the specific source system.

If you want to enable global connector attachments, you must enable them in the registry, using the IntegrationAttachmentsEnabled setting.

Configuring the System for Inbound Actions

For demonstration purposes, we will refer to the receiving system as System 2.

Before you start

Ensure that the web configuration file has been configured.

  1. Log in to ASM System 2.

  2. Select ≡ and then Admin. From the submenu, select Integration .

  3. In the Main Explorer pane under Integration, select Integration Platform Settings to view the settings.

  4. In the Outbound Actions section, select the Enabled checkbox, then save the details.

  5. In the Main Explorer pane, select Connectors to view the integration connectors.

  6. Locate the ASM to ASM connector, then ensure that the Actions and Visible checkboxes are selected.

    Select alongside the connector if you need to edit the options. After you have updated the option, select to commit the changes to the connector.

    You can adjust the column widths if required.

  7. Select to save the changes.

  8. In the Main Explorer pane, select Sources.

  9. Select the button on the toolbar to create a new source.

  10. In the pop up dialog box, select ASM to ASM Connector from the drop-down list, then select OK.

  11. In the Integration Source Details window, complete the details.

Name
Type the name of the integration source.

Status

Populated with the Active status.

Connector

Populated with the Connector type. Read only.

Assembly.TypeName

Depends on the selected connector, as defined in the Connector DLL. Read-only.

Endpoint Parameters

Endpoint Configuration

Type the following endpoint configuration: BasicHttpBinding_ISM2XService.

Endpoint Address

Type the endpoint address URL, as configured earlier.

Person Parameters

System

Type the name of the sending (source) ASM System.

Login ID

Type the Login ID of the person record that the connector uses to log into ASM.

Password

Type the password of the person record that the connector uses to log into ASM.

  1. If you have already configured the outbound system (System 1), select the button on the toolbar to test the connection.

  2. Save the integration source configuration.

  3. After IIS reset on both servers, check the source connection on System 1.

  4. Next, you need to configure the inbound actions and the outbound actions.

If you want to enable global connector attachments, you must enable them in the registry, using the IntegrationAttachmentsEnabled setting.

Configuring the Inbound Actions

You must configure the inbound actions for the connector. The settings of the Inbound actions of one system influences the possible settings of the Outbound actions of the other system. The possible actions listed in the Outbound actions page of the system for a particular source reflects which Inbound actions have been defined in the specific source system.

For demonstration purposes, we will refer to the receiving system as System 2.

  1. Log in to ASM System 2.

  2. Select ≡ > Admin > Integration.

  3. In the Explorer pane under Integration, select Inbound Actions to view the Integration Inbound Actions window.

  4. Select the Action button on the toolbar.

  5. On the Inbound Action Type Details window, complete the details.

Name
Type a name for the inbound action

Create

Select Call from the drop-down list

Using template

Type the template name to find it..

  1. On the Fields tab, select Add located at the bottom of the window.

  2. In the Inbound Action Fields pop-up window, scroll down the list of fields in the left hand table and select Call ref and then Add. Then select OK to close the window. The details appear in the table.

  3. Select the Save icon to close the window. Your new inbound action appears in the Integration Inbound Actions window.

  4. Next, you need to configure the outbound actions on the sending system (System 1).

Configuring the Outbound Actions

For demonstration purposes, we will refer to the receiving system as System 1.

  1. Log in to ASM System 1.

  2. Select ≡ > Admin > Integration.

  3. In the Explorer pane, under Integration, select Outbound Actions.

  4. In the Filter by Source field, select the connector source name from the drop-down list, for example System 1.

  5. All available outbound actions are listed in the browse table. Select the one you want to work with and then select .

  6. The Outbound Action Type [action name] window appears. Select the button on the toolbar.

  7. In the Mapping window, complete the details.

Name
Type a name for the mapping. This name appears in the Mappings table.

Screen Set

Select a call or External Supplier task screen set from the multi-tiered list. The screen set determines the fields that will be available for this mapping under the Fields – Outgoing and Fields – Incoming tabs.

Call screen set

Select to enable the Outbound Action to trigger when a call is forwarded externally. Call screen sets are defined by your system administrator.

External Supplier

Select to enable the Outbound Action to trigger when an External Supplier task is forwarded externally. External Supplier task screen sets are defined by your system administrator.

If you change the screen set after defining outgoing or incoming field mappings, a warning appears indicating that some field mappings may become invalid.

To associate an external supplier and contract with the Outbound Action mapping, select the Suppliers & Contracts tab.

External Supplier
Select a supplier

Contract

Select a contract.

If you do not specify a contract, the Outbound Action will be matched by the external supplier only.

  1. Select Add to add the supplier and/or contract to the browse table. Whenever a call or External Supplier task is forwarded to that external supplier and/or contract, this Outbound Action mapping will be applied.

  2. You cannot specify the same supplier and contract (per screen set) for more than one Outbound Action mapping. However, you can link an external supplier to one mapping and the same supplier plus a contract to another mapping. In this case, the most specific mapping will be applied: if the call or task is forwarded to a supplier and contract matching the supplier and contract specified on the second mapping, this mapping will be applied. If not, it will use the default mapping for that supplier.

  3. Select the Action tab and ensure that the rules for Incoming and Outgoing Transactions using this mapping are as wanted.

  4. Select the Fields - Outgoing tab and select Add. Complete the details.

Action Field

Select Call Ref

Internal Field

Select Call Ref

Your Fields - Outgoing tab should look like this -

Select the Fields – Incoming tab and select Add. Complete the details.

Internal Field

Select Call Ref

Action Field

Select Call Ref

Update

Select Always

  1. Your Fields - Incoming tab should look like this

Save the mapping and the outbound action.

Outbound action field mappings examples

The following examples illustrate some of the more commonly used outbound action field mappings.

Transferring attachments from System 1 to System 2

  1. Add IntegrationAttachmentsEnabled=1 registry value in ASM Core/System level for both systems.

  2. Enable attachments in the Outbound Action mapping screen in System 1.

  3. When user attaches an object to a Call in System 1 this should be transferred to the call logged in System 2.

Max Object size should be considered in System Settings (Admin).

Profile mapping (dropdown)

  1. Expose the drop down field in System 2 – Inbound Action mapping screen.

  2. Save the Inbound Action.

  3. In System 1, open up the Outbound Action mapping page and map in the drop down selected in System 2.

  4. Select Profile Mapping from Internal Field option.

  5. Set up the Profile mapping.

  6. Save the Profile mapping

Transferring single values

  1. Expose a single field in System 1’s Outbound Action mapping page/Fields – Incoming tab.

  2. Set up a Resolution rule. The rule should create an entity (e.g. User) in System 2 when a call is logged and transferred from System 1.

Using Transforms

Ongoing Operation

Once the interoperability has been set up, there are two main ways to use this functionality.

Call Transfer

Follow these steps to transfer a call from the Creator system to the Receiver system:

  1. Open the call that is intended to be transferred.

  2. Click External to forward the call externally.

  3. Click Forward to Supplier to transfer the call to the Receiver system.

  4. Once the call has been transferred, a button labeled Take Back is visible on the Call Details page. This button allows for the cancellation of the transfer of the call and disables the reconciliation of call information between the two systems.

What happens to the call created on the Receiver system depends on the settings of the Receiver system.

The connector allows for objects attached to calls on the Creator system to be copied over to their related calls created in the Receiver system.

Workflow Tasks

Two workflow tasks can be used to trigger actions in the Receiver system:

External Supplier task

Specific external supplier and contract pairs have to be detailed before the External Supplier task can be executed. In this case, settings for field mappings defined in the Outbound Actions page of the Integration platform are used when information are transferred to the Receiver system.

Outbound Action task

Enables the choice of a source and an action, as well as to define a task-specific mapping to be used by the selected action. The list of possible actions for this task reflects what has been defined as Inbound Actions by the Receiver system.

Linking an Analyst to a Contract

You may discover that when you forward the call externally and select the External Supplier and contract that no analysts are available to forward the call or task. To resolve this:

  1. Create an external contact.

  2. Link the contract to the external contact.

  3. Link the contract to all analysts who will be externally forwarding the call.

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Transforms are used to modify data and populate a field with the modified/converted data, e..g concatenate two field values and populate a field with the results. See .

Specify the External Supplier and the Contract as defined in the Receiver system settings. See .

Call screen set

Select to enable the Outbound Action to trigger when a call is forwarded externally. Call screen sets are defined by your system administrator.

External Supplier

Select to enable the Outbound Action to trigger when an External Supplier task is forwarded externally. External Supplier task screen sets are defined by your system administrator.

transforms
Configuring the System for Outbound Actions