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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
  • Connector Overview
  • Use Case Scenario
  • Connector Description
  • Connection Parameters
  • Action and Communication Protocol
  • Connector Requirements
  • Installation
  • Diagnostics
  • Additional Information
  • Connector Operation
  • Verify the REST API is Accessible
  • Configure a Source for Jira
  • Configure the Outbound Actions
  • Field Mappings
  • Mapping Fields between ASM and Jira
  • Ongoing Operation
  • ASM Call to a Jira Issue
  • ASM Workflow Task to a Jira Issue
  • Updates between Jira and ASM
  • Update Intervals
  • ASM Call History and Jira Issue Comments
  • Canceling a Jira Issue
  • Closing a ASM call or task from Jira

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Jira Connector

The Jira connector supports a single integration source for multiple projects.

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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 topic provides details for the Jira connector, including:

    • The name of the .NET assembly file

    • The connection methodology

    • Use case scenarios

    • Details for creating an Integration Source and Outbound Actions.

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

    • Details on mandatory fields, restricted fields, and how to map list item field values.

    • Examples for using transforms, profile maps and resolution rules.

    • Steps for creating a Jira issue from an ASM Call or from a ASM workflow task.

    • How the updates are handled between the Jira issue and ASM call/task.

    • How to cancel the Jira issue from ASM and how to close the ASM call/task from Jira.

The Alemba®.Connector.Jira.icnf needs to be configured before using the Jira Connector. For assistance configuring the ICNF file, contact your Account Manager to engage an Alemba® Professional Services Consultant.

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.

Connector Overview

You can create an issue in Jira from a call or task in Alemba Service Manager™. The Jira issue is synchronized with its originating ASM call or task, so that changes made in either product can be reflected in both products.

You can use this connector with Jira Cloud or the installed version.

The Jira connector:

  • Sends transactions to the Jira REST API to perform actions such as creating issues in Jira, updating fields and comments in the issue, and updating issue status.

  • Retrieves transactions from Jira at polling intervals (ASM Connector Service) to perform actions such as updating fields or adding notes to the ASM call or task.

The type of action performed is part of the Integration Platform settings, creating adequate transactions, ensuring proper communication, and maintaining reconciled information between ASM and Jira.

This connector can be used with the cloud version of Jira and the installed version.

Use Case Scenario

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

Connector Description

The table below provides a description of the Jira Connector.

Information fields

Name

Connector name

Atlassian JIRA Connector

Third-party application

Atlassian Jira

Assembly

Alemba®.Connector.Jira.dll

Configuration file

Alemba®.Connector.Jira.icnf

Operation Method

Jira REST API

Connection Parameters

Connection parameters

Description

URL

The address for the Jira system. For Jira Cloud, enter the web address. For installed Jira, use the server address.

https://myJIRAsystem.atlassian.net

https://myJIRAserver

Login ID

The Username of a Jira user, not their email address. This user must have sufficient rights to the project(s) and issue type(s), as well as issue create, edit and transition permissions.

Password

The password of the user defined in the Login ID.

Action and Communication Protocol

The connector allows issues to be created in Jira based on information sent by ASM. The creation and update of issues relies on actions being implemented between Jira and ASM. These actions are supported by a particular communication protocol composed of a set of specific transactions, as illustrated below.

  • ASM sends a Create message to initiate an action for Jira to perform.

  • Both ASM and Jira can send Update messages to each other when required.

  • ASM can send Notify messages to Jira when required.

  • ASM can send a Cancel message to stop any further processing of the issue in Jira.

  • A Complete message is sent by Jira when the issue is successfully completed.

Connector Requirements

Ensure the port for the REST API is open in the firewall. The default port is 443 for https.

Ensure the content type application/json is accessible through the firewall.

The Alemba®.Connector.Jira.icnf needs to be configured before creating the Integration Source for Jira. Developer Notes for the Jira ICNF are available for developers experienced in customizing ICNF files. For assistance with the ICNF file, contact your Account Manager to engage an Alemba® Professional Services Consultant.

Installation

No install is required for this connector. This connector is visible in the Integration module, ready to be configured.

Diagnostics

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

Additional Information

This connector does not include any Federated CMDB population functionality.

Connector Operation

Steps required to make the Jira connector available for use:

  1. Verify the REST API is Accessible from the ASM server.

  2. Configure the Alemba®.Connector.Jira.icnf file, as explained here.

  3. Configure ASM Core with a Source for Jira.

  4. Configure ASM Core for Outbound actions.

Verify the REST API is Accessible

In a web browser, enter the endpoint address from the connector source connection details and append /rest/api/2/serverInfo. (case sensitive)

https://myJIRAsystem.atlassian.net/rest/api/2/serverInfo

The following page should be returned:

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

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

Configure a Source for Jira

Before you start

The Alemba®.Connector.Jira.icnf file needs to be configured before creating the Source for Jira. For assistance configuring the ICNF file, contact your Account Manager to engage an Alemba® Professional Services Consultant.

  1. Select ≡ > Admin > Integration.

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

  3. Select the button on the toolbar. In the pop up window, select Atlassian JIRA Connector from the drop-down list.

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

Name
Type a name for the integration source

Status

This field is pre-filled with the Active status

Connector

This field is pre-filled with the Connector type

Assembly.TypeName

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

JIRA Credentials

URL

Type the address for the Jira system. For Jira Cloud enter the web address. For installed Jira use the server address.

Login ID

Enter the Username of a Jira user. This user needs access to the project(s) and issue type(s), as well as issue create, edit and transition permissions.

Password

Enter the password of the user defined in the Login ID.

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

  1. Select the button on the toolbar to test the connection.

  2. After 3 failed login attempts Jira may block the account and require a 'CAPTCHA' validation before unblocking it. Use a web browser to log into Jira with that login ID to complete the validation, and then attempt another test connect from the connector source.

  3. Save the details.

If the Source details are later changed, the ASM Connector Service must be restarted in order for the changes to take effect.

Configure the Outbound Actions

Outbound Actions are used by calls that are forwarded externally and by External Supplier tasks that are forwarded externally. The outbound action is selected by matching the external supplier and/or contract in the call or task to the external supplier and/or contract in the Outbound Action.

Outbound Action Tasks do not use these settings, and instead contain their own set of mappings which are configurable through the task in the workflow template.

Before you start

The Outbound Actions checkbox must be enabled in the Integration Platform Settings.

The integration Source for the Jira connector must be configured.

  1. Select ≡ > Admin > Integration.

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

  3. In the Filter by Source field, select the Jira source name from the drop-down list; for example if you created a source with the title "My Jira Connector", this will be displayed in the list.

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

  5. The Outbound Action Type [action name] window appears.

  6. To create a new mapping select New

  7. To edit an existing mapping, select the mapping and then select Open

  8. 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.

Outbound Action Tasks do not use these settings, and instead contain their own set of mappings which are configurable through the task in the workflow template.

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 screen set

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, complete the details in the Suppliers & Contracts tab.

External Supplier
Select the external supplier configured for Jira.

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 external supplier and/or contract to the browse table. Whenever a call is forwarded to that external supplier and/or contract, this Outbound Action mapping will be applied.

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

  3. The standard Jira REST API generates only two types of incoming transactions: Updated and Completed

  4. Select the Fields - Outgoing tab and specify how field values from the ASM Core call must correlate with the field values in Jira when an outgoing message is sent by ASM Core.

  5. To map a field, click Add. In the Add Fields window, select the fields (from Jira) you want to map to fields on the call/task, and click OK. On the browse table, click the corresponding cell in the Internal Field column. Then click the field selector button to pick a static value or a field relating to the screen set you selected earlier (including any custom fields created in ASM Designer).

  6. Depending on the field’s data type, additional options can be selected in the field selector, including: field transformations, profile maps, or resolution rules. You can only select a field that is compatible with the field specified in the Action Field column.

  7. Select the Fields – Incoming tab and specify how the field values from Jira must match the field values on the call or task in ASM when an incoming message is received by ASM Core.

  8. To map a field, click Add. In the Add Fields window, select the fields from the selected Screen Set (including any custom fields created in ASM Designer), you want to map to fields used in the external system. On the browse table, click the corresponding cell in the Action Field column. Then click the field selector button to pick a static value or a field from Jira. These fields are defined at the level of the connector.

  9. Depending on the field’s data type, additional options can be selected in the field selector, including: field transformations, profile maps, or resolution rules.

  10. In the Update column, select the conditions for populating the field on the call/task.

Always

always matches the ASM field value with the value in Jira. This means that any change to this field in Jira automatically updates the field value in ASM.

Only When Blank

only populates the ASM Core field with the value Jira if the field in ASM is blank. This means that an existing value on the ASM call or task cannot be overridden by a field value in Jira.

On Initial Population Only

is not relevant for Outbound Actions

Save the mapping and the outbound action.

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/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.

Field Mappings

This section provides information on how to map fields between ASM and Jira, limitations of certain fields, and examples for creating profile maps, resolution rules, and using transforms.

Mapping Fields between ASM and Jira

Mandatory Fields

All mandatory fields in Jira must be included in the ASM field mappings Fields - Outgoing tab.

If mandatory fields are not populated during Create transactions and Update transactions, the transactions will fail and the Jira issue will not be created created or updated.

By default, only the Summary field is mandatory in Jira. However other fields can also be set as mandatory within Jira by the Jira administrator. In this case, those fields must also be mapped as outgoing fields.

At a minimum the Jira Summary field must be mapped as an Outgoing field.

List Item Fields

The following Jira fields do not display a list of available list items in the ASM field mappings Fields - Outgoing tab. When mapping to these fields, enter the name of the Jira list item as a value into the field mappings, or map to a ASM field that contains the name of the Jira list item.

The values for these fields must already exist in Jira. Sending an unknown value to Jira will cause the Jira issue creation to fail.

Person fields (e.g.: Reported By)

When mapping to person fields in Jira, enter the person's Jira Username as a value, or map to a ASM field that contains their Jira Username. This value must already exist in Jira.

When the Reported By field is not mapped, it is automatically populated in Jira as the person record used in the Integration Source settings.

Version

Requires the name of the Jira list item (not the reference number); for example, if the Version field in Jira contains a list of versions that includes "ABC v9.0" you must pass "ABC v9.0" to Jira.

Label

Requires the exact name of the Jira value you want in the field. This value must already exist in Jira.

Security

Requires the exact name of the Jira value you want in the field. This value must already exist in Jira.

Restricted Fields

The following fields cannot be changed in Jira through field mappings and are not available in the Fields - Outgoing tab:

Project

This value must be defined in the Alemba®.Connector.Jira.icnf file.

Issue Type

This value must be defined in the Alemba®.Connector.Jira.icnf file.

Comments

Updated each time the ASM Action & Solution field is updated in a call or task, or when a note is added to a call or task in ASM.

Resolution

Automatically set by Jira.

For assistance with configuring the Alemba®.Connector.Jira.icnf file contact your Account Manager to engage an Alemba® Professional Services Consultant.

Ongoing Operation

Once the interoperability has been set up, Jira issues can be created from ASM calls or ASM workflows.

The ASM Connector Service must be running.

ASM Call to a Jira Issue

Follow these steps to transfer a call from ASM to Jira as a new issue:

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

  2. Click External to forward the call externally.

  3. Specify the External Supplier and the Contract defined for Jira See Configure the Outbound Actions. Click Forward to Supplier to transfer the call to Jira.

  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 Jira issue and disables the reconciliation of information between the ASM call and Jira issue. The status of the Jira issue is updated as defined in the Jira Connector Source settings.

If you are the contract manager for the external supplier you want to forward the call to, you can forward the call directly to that supplier.

If you are not the contract manager for the external supplier, you first need to forward the call to a contract manager, who will then forward the call to the supplier.

Linking an Analyst to a Contract

You may discover that when you forward a 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. Create and link a contract to the external contact.

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

ASM Workflow Task to a Jira Issue

Two workflow tasks can be used to create issues and trigger actions in Jira:

External Supplier task

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

Outbound Action task

The Outbound Action Task in the workflow template 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. These actions are executed when the task activates in the request.

When a note is added to the parent request of these tasks, the Comment field in Jira is updated.

Updates between Jira and ASM

It is not possible to transfer objects/Attachments between ASM and Jira.

Update Intervals

The ASM Connector Service retrieves updates from Jira at polling service intervals. When there are multiple updates to a Jira issue within a single polling interval, that update will appear in the ASM call or task as a single update.

ASM Call History and Jira Issue Comments

The Jira Comment field is updated from ASM when data is added to the task or call using the Action & Solution field, or when a Note is added to a task, call or request. No field mapping is required for the Action & Solution field or for Add Note.

The ASM call or task history is updated when a comment is added to the Jira issue, to show that comments were added, however the Comment text is not displayed in the history. Use field mappings to display the Jira Comment text in a ASM text area field on the ASM call or task screen.

Canceling a Jira Issue

On a ASM call or task, performing a Take Back or Close action will update the status of the Jira issue (as defined in the Alemba®.Connector.Jira.icnf file), and break the link between them; essentially 'canceling' the Jira issue. No further updates will occur between issue and call/task. If the ASM call or task is forwarded externally again, a new Jira issue is created.

Changes are not saved upon selecting Take Back. Save any updates to the call before using the Take Back button.

For assistance with configuring the Alemba®.Connector.Jira.icnf file contact your Account Manager to engage an Alemba® Professional Services Consultant.

Closing a ASM call or task from Jira

Completing a Jira issue updates the ASM call or External Supplier task based on the Incoming Actions settings defined in the Action tab of the mapped Outbound Action. Depending on those settings the call/task may be updated, have a note added, perform no action, or be closed. In order to close a call or complete a task, the Close option must be selected. The options Update, Add Note, or Take no action will not close the call or task.

ASM Outbound Action Tasks do not allow configuration of incoming actions; completed Jira issues always perform a Complete transaction on the Outbound Action Task.

When a Complete transaction is sent to a ASM task, the task closes, its color changes to green, and any success paths in the workflow are activated.

Field mappings can be used to set call or task closure field values when the Jira issue is completed, such as Closure Reasons.

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 screen set

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.

Connector Overview
Connector Operation
Field Mappings
Ongoing Operation