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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
  • Managing Imported Resources
  • Viewing External Resources
  • Including External Resources
  • Excluding External Resources
  • Importing Pending Resources
  • Discarding a Pending Resource
  • Linking External Resources to Existing CMDB Records
  • Acknowledging or Discarding Updates
  • Viewing and Managing Discrepancy Reports

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  1. Integrate
  2. Managing Integration

Managing External Resources

You can view and manage data from your external resources in the Federated CMDB or from the external Resource search window.

You can manage external resources from either the:

  • External Resource Search window. From here, you can search for external resources.

  • Federated CMDB Administration window - after you have configured the Federated CMDB and run scans. This window displays the external resources detected by the scan. The Federated CMDB Administration window provides a generic interface between the ASM Core CMDB and the external technologies with which your system is integrated. The resources managed by an organization through external applications and technologies are represented as CMDB entities in ASM Core (such as configuration items, or people). From here you can:

    • Link CMDB Items to external resources

    • Import newly discovered resources/users as CMDB Items/People

    • Search for CMDB Items in an external resource repository.

Managing Imported Resources

Before you start

You must have Federated CMDB selected in the Admin tab of your General Access Security Role.

  1. Select ≡ > Admin > Federated CMDB.

    The Federated CMDB Administration window appears.

  2. From the left pane, specify the search criteria to view the required external resources:

Imported Resources

Select to view all the resources imported in the last scan. This view also displays the definitive resource records (cached replicas) of the resources that were imported into ASM Core from previous scans. From this window, you can select one or more resources and exclude them. Excluded resources are not included when the system performs a cached search.

You can filter these records further using the options at the bottom of the pane. You may need to scroll down to see them all.

  1. Active - Select this option to view external resources that have become active since the previous scan. If you do not select this option, the Inactive option is selected automatically. One of these options is always selected.

  2. Inactive - Select this option to view external resources that have become inactive since the last scan. If you do not select this option, the Active option is selected automatically. One of these options is always selected.

  3. Linked to CMDB Items - Select this option to view imported or excluded resources that are linked to CMDB items.

  4. Not Linked to CMDB Items - Select this option to view imported or excluded resources that are not linked to CMDB items

From this view you can:

  • View the details of an external resource

  • Select one or more resources and exclude them

Excluded Resources

Select to view all the excluded definitive resource records. These are external resources that have been discovered, but have not been imported into the CMDB. Excluded resources are displayed in a tabular format. You can choose to include resources that have been previously excluded.

You can filter these records further using the options at the bottom of the pane. You may need to scroll down to see them all.

  1. Active - Select this option to view external resources that have become active since the previous scan. If you do not select this option, the Inactive option is selected automatically. One of these options is always selected.

  2. Inactive - Select this option to view external resources that have become inactive since the last scan. If you do not select this option, the Active option is selected automatically. One of these options is always selected.

  3. Linked to CMDB Items - Select this option to view imported or excluded resources that are linked to CMDB items.

  4. Not Linked to CMDB Items - Select this option to view imported or excluded resources that are not linked to CMDB items

From this view you can:

  • View the details of an external resource

  • Select one or more excluded resources and include them

Pending Imports

Select to view resources that have not been imported yet, including resources that have been updated since the last scan. You can choose to discard the updates and retain the resource in the CMDB in its earlier state.

From this view you can:

  • View the details of a pending resource

  • Import a pending resource

  • Discard the updates and retain the resource in the CMDB in its earlier state

Selecting a resource in this view displays it in the Pending External Resource window. You can import a pending resource from the Pending External Resource window or the Federated CMDB Administration window.

Activated Resources

Select to view updates to definitive resource records that have been detected where the resource mapping has been configured to add resources to the activated resources list. Activated resources are those that were discovered in a previous scan, and were found to be inactive at that time.

From this view you can:

  • View the details of an activated resource

  • Acknowledge or discard updates

  • Select one or more resources and exclude them. (Excluded resources are not included when the system performs a cached search.)

Selecting a resource in this view opens the resources in the External Resource window.

Deactivated Resources

Select to view updates to definitive resource records that have been detected where the resource mapping has been configured to add resources to the deactivated resources list. Deactivated resources are those resources that were detected as being active in an earlier scan, and are now inactive.

From this view you can:

  • View the details of a deactivated resource

  • Acknowledge or discard updates

  • Select one or more resources and exclude them. (Excluded resources are not included when the system performs a cached search.)

Selecting a resource in this view opens the resources in the External Resource window.

Discrepancy Reports

Select to view all the outstanding CMDB reports for each CMDB Item linked to a resource, or Person linked to a directory server user. It highlights the differences between the CMDB item and the imported resource, or the Person and the imported user.

From this view you can:

  • View the details of a discrepancy report

  • Discard the changes

  • Apply the changes to linked CMDB records

Selecting a report from this view opens the CMDB Item Details window, or Person Details window, depending on whether you select a network discovery tool or directory server resource, open at the Discrepancy Report window.

Synchronization Log

Select to view all the errors and warnings reported from a scheduled scan run on the selected source.

The synchronization log can be filtered by the Date From and Date To, allowing you to specify the time period of integration activity.

From this view you can:

  • View the details of a log entry

  • Clear a log entry

  1. Having selected your filter options, click Search at the bottom of the left hand pane. The details are displayed in a browse table in the right hand pane. You can adjust the column widths if required.

  2. Scroll through the entries, or select one or more and use the toolbar buttons to carry out further functions. To view an entry in detail, double click on it in the browse table.

Viewing External Resources

The External Resource window displays the details of a selected activated or deactivated external resource. When you select an activated or deactivated external resource, and double-click it, its details are displayed in the External Resource window.

The Pending External Resource window displays if you select a pending resource on the Federated CMDB Administration window, Pending Imports tab, and double-click it.

Display the External Resources window in either of the following ways:

  • Search for the external resource.

  • Use the Federated CMDB Administration window.

    Select ≡ > Admin > Federated CMDB.

    The Federated CMDB Administration window appears.

    In the left hand pane, select one of the following from the View drop-down list:

    • Imported Resources

    • Excluded Resources

    • Activated Resources

    • Deactivated Resources

    Select from the toolbar to display the External Resource window.

The External Resource window displays the following read-only attributes:

Resource
the resource’s alias

Type

the resource’s type

Unique ID

the unique ID assigned to the definitive resource record

The Info tab is selected by default and provides a read-only summary with the following information about the selected resource:

Source Details
  1. Source - Name of the Source

  2. Connector - Name of the Connector

Resource Details
  1. Group- Name of the resource mapping group

  2. Group Type - Name of the Group Type

  3. Discovered At - The date and time at which the resource was first discovered.

  4. Updated At - The date and time at which the resource was updated.

  5. Timestamp - The time at which a resource was updated in the third party Application

  6. Status - The status of the resource (this can be Active, Inactive, or New)

  7. Update Status - The status of the resource as detected by a scheduled scan. It can be Active, Inactive, or None. None indicates that the scan has not detected any change in the external resource during the scan.

  8. Imported - This indicates if a CMDB item has been created and linked to this external resource, and can be Yes or No.

  9. Included - This is always Yes because only included resources are detected by a scan.

Matching
  1. Match Status - This describes the system’s ability to reconcile this external resource with an existing CMDB entity (such as a configuration item or person depending on whether this is for a directory server integration connector or a network discovery connector), using the defined criteria defined for the resource type. The Match Status for an external resource reflects the standing of the resource at the time of its discovery during the scan. It does not reflect the creation of, deletion of, or changes to a corresponding CMDB since that scan. These changes are not reflected until the next regulated scan of the source.

    The Match Status can be:

    • N/A – no matching criteria has been defined for this resource type; therefore, no reconciliation has been performed on this external resource.

    • Match – this resource has been matched to exactly one CMDB record.

    • No Match – no CMDB record has been found to match this resource.

    • Multiple – two or more CMDB records have been found to match this resource.

    Whenever an existing CMDB record is matched to an external resource, an informational event is recorded on the Integration Platform Activity Log.

    This indicates how the resource compares with the matching criteria specified in the resource type mapping, and can be NA, No Match, One Match, or Multiple Match.

  2. Alternate ID - This is a secondary ID that can be used to specify a matching.

  3. Reconciliation ID - This is used when the same resource is discovered by different discovery tools. For example, the Data Center Insight (DCI) third party connector is able to gather resources from both EMC Smarts SAM and ADM. The Reconciliation ID allows different instances of the same resource to be identified as the same resource

Other Tabs in the Window

Linked Items - Use this tab to view linked CMDB items. Select a resource by clicking on it in the left hand pane.

Discrepancy Reports - Use this tab to view discrepancy reports between the external resource and the linked CMDB items or people.

Including External Resources

You can include resources that you may have excluded earlier.

  1. Display the External Resources window in either of the following ways:

  2. Search for the external resource.

    • Use the Federated CMDB Administration window.

      Select ≡ > Admin > Federated CMDB.

      The Federated CMDB Administration window appears.

      In the left hand pane, select Excluded Resources.

      Specify any further search criteria, and then select Search at the bottom of the pane.

      Select from the toolbar to display the External Resource window.

  3. Select the resource you want to include.

  4. Select the Include/Import Resources icon .

    The Include Resource window appears.

  5. Select the action you wish to apply to the resource.

Restore
to bring the deleted CMDB item or person back into the system and restore the links between the CMDB record and the current resource

Take No Action

to include the resource without restoring the linked CMDB item or person

Alert me when this operation is complete

to receive notification when the action is complete

Click OK. The resource appears in the Included Resources view of the Federated CMDB Administration window.

Excluding External Resources

Excluding resources will permanantly exclude them from updating and import in future scans.

  1. Display the window in one of the following ways.

  2. Search for the external resource.

    • Use the Federated CMDB Administration window.

      Select ≡ > Admin > Federated CMDB.

      The Federated CMDB Administration window appears.

      In the left hand pane, select one of the following from the View drop-down list:

      • Imported Resources

      • Activated Resources

      • Deactivated Resources

      • Pending Imports

  3. Select the resource you want to exclude.

  4. Select the Exclude Resource icon.

    The Exclude Resource window appears.

  5. Using the options, select an action for the resource.

Delete
to delete the linked CMDB items or people

Unlink from Resource

to remove the link between the selected resource and the linked CMDB items or people

Take No Action

to leave the links as they are

Click OK. The resource appears in the Excluded Resources view of the Federated CMDB Administration window.

Importing Pending Resources

You can choose to place all new resources and resource updates into Pending Imports and then review them to ensure you actually want to bring them in. If you enable this option on the Matching tab of the Resource mapping window, you will need to access the Federated CMDB and bring them in.

  1. Display the External Resources/Pending Imports window in either of the following ways:

  2. Search for the external resource.

    • Use the Federated CMDB Administration window.

      Select ≡ > Admin > Federated CMDB.

      The Federated CMDB Administration window appears.

      In the left hand pane, select Pending Imports from the View drop-down list. Complete other search criteria if appropriate and then select Search.

  3. In the Pending Imports/External Resource view, select the resource.

  4. To create and link a CMDB item, select the Import Resource icon. Or, to create and link to a person, click Import Person icon.

  5. The Import Parameters dialog box appears. To select a different template from the one specified at the level of the mapping, select Override mapped template and select the CMDB entity type and template you want to use in the Import As and Using template fields. Select Alert me when this operation is complete to

  6. Complete the CMDB Item Details or Person Details.

  7. Select OK. This will import and try to link each selected external resource with one of the matching items discovered by the scan, if there is one that exists. This is determined by the value in the Match Status column for the external resource. If a matching item does not exist for the external resource, a new CDMB item is created.

If you import an external resource with a Match Status of “Multiple” (that is, two or more CMDB items matched the criteria of this resource type), a warning will display to say that this resource will be arbitrarily linked to only one of the selected CMDB records. You can click OK to continue, or Cancel.

A warning event is also inserted into the activity log, to indicate that multiple matches have been identified to the external resource.

Resources will not be linked to their matching CMDB items if these items are currently locked or frozen.

If the system has not been able to link any selected external resource to any CMDB items, a warning will display with the number of resources where linking to its matching CMDB item has been unsuccessful.

A warning event is also recorded into the activity log. Should this occur, you should refer to the activity log of the scan for further information.

Discarding a Pending Resource

  1. Display the Pending Imports window in either of the following ways:

  2. Search for the external resource.

    • Use the Federated CMDB Administration window.

      Select ≡ > Admin > Federated CMDB.

      The Federated CMDB Administration window appears.

      In the left hand pane, select Pending Imports from the View drop-down list. Complete other search criteria if appropriate and then select Search.

  3. In the Pending Imports/External Resource view, select the resource.

  4. Select the Discard icon.

  5. The pending import is removed from the Pending Imports view.

Linking External Resources to Existing CMDB Records

You can link external resources to existing CMDB records from the following windows:

  • External Resource window

  • Pending External Resource window

  1. Display the External Resources/Pending Imports window in either of the following ways:

  2. Search for the external resource.

    • Use the Federated CMDB Administration window.

      Select ≡ > Admin > Federated CMDB.

      The Federated CMDB Administration window appears.

      In the left hand pane, select Pending Imports from the View drop-down list. Complete other search criteria if appropriate and then select Search.

  3. Select the resource you want to link from the browse table.

  4. From the External Resource window, select to link a CMDB Item or to link a person. From the Pending External Resource window, select the Link Resource icon. The Search window for the selected entity type appears. Search for the person or CMDB item and select the record(s) that you want to link to the resource.

Acknowledging or Discarding Updates

When viewing the list of activated or deactivated resources, you can either acknowledge or discard the updates made to the resource since the last scan. Acknowledging the update copies the property values of the resource to the corresponding CMDB record.

  1. Display the window in either of the following ways:

  2. Search for the external resource.

    • Use the Federated CMDB Administration window.

      Select ≡ > Admin > Federated CMDB.

      The Federated CMDB Administration window appears.

      In the left hand pane, select Activated Resources or Deactivated Resources from the View drop-down list. Complete other search criteria if appropriate and then select Search.

  3. Select the resource from the browse table, and then select to acknowledge the update, or discard it.

For resources that have become active since the previous scan, you can either restore links to CMDB records that were linked to the resource when it was active or take no action on the linked CMDB records.

For resources that have been deactivated, you can either delete linked CMDB records, unlink the resource from linked CMDB records, or take no action on linked records.

The action to restore, delete, unlink or take no action on a link is only applied when none of the linked resources are still awaiting a status update.

Viewing and Managing Discrepancy Reports

A discrepancy report displays the difference between an external resource and linked CMDB records. A discrepancy report is generated whenever conflicts are detected between discovered external resource properties and mapped CMDB fields as a result of a scan.

This report can be used to detect:

  • whether a request was completed successfully.

  • whether an unauthorized change has been applied to the linked CMDB item.

The Discrepancy Reports view on the Federated CMDB Administration window enables you to view all the discrepancy reports generated for a specific connector, source and resource type.

  1. Display the window in either of the following ways:

  2. Search for the external resource.

    • Use the Federated CMDB Administration window.

      Select ≡ > Admin > Federated CMDB.

      The Federated CMDB Administration window appears.

      In the left hand pane, select Discrepancy Reports from the View drop-down list. Complete other search criteria if appropriate and then select Search.

  3. Select one or more reports from the browse table, and then select the appropriate toolbar button too:

Select
To...

Apply Selected Changes icon

copy the value of the resource property to the CMDB record’s field

Discard Selected Changes icon

delete the discrepancy report item and not update the CMDB record’s field

  1. To display the Discrepancy Reports window for a particular report, select the report and then select the Action icon.

  2. The Discrepancy Reports window appears with the following details:

Resource

the name of the external resource

Resource Property

the property of the resource

Reported

the date and time the discrepancy was reported

CMDB Property

the property of the corresponding CMDB record

Resource Value

the value of the resource

Current CMDB Value

the current value of the corresponding CMDB record

Action

the last action taken to rectify the discrepancy

Click the list in the Action field and select:

Apply

copy the value of the resource property to the CMDB record’s field

Discard

delete the discrepancy report item and not update the CMDB record’s field

No Action

if no action is required

Select the Save icon to apply the changes.

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Last updated 8 months ago

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