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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
  • Viewing Outbound Action Type Mappings
  • Adding an Outbound Action Type Mapping
  • Updating an Outbound Action Type Mapping
  • Deleting an Outbound Action Type Mapping
  • Changing the Priority of Mappings
  • Specifying the Outbound Action Type Mapping Details
  • Rules for Incoming and Outgoing Transactions - Outbound Actions
  • What happens if the system is configured to update, add a note, or take no action?

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  1. Integrate
  2. Managing Integration
  3. Managing Inbound and Outbound Actions
  4. Configuring Inbound and Outbound Actions

Configuring Outbound Actions

For Outbound Actions to be passed from ASM Core to the external system, you need to configure ASM Core by mapping, for each Outbound Action type, the fields from ASM Core to those of the external syst

In parallel, you must also configure the external system to specify what must happen when it receives an Action sent by ASM Core (for example, initiate a workflow, send a notification, and so on).

Each connector supports a number of Outbound Actions specific to the third-party system it connects to.

The mappings defined in the Outbound Actions window do not apply to outbound action tasks. They must be defined at the level of the task.

Viewing Outbound Action Type Mappings

Before you start

Each third party connector you wish to configure to receive events from the external source must have been installed.

You must have Integration Setup selected in the Admin tab of your General Access Security Role.

  1. Select Menu and then Admin.

  2. From the submenu, select Integration.

  3. The Integration Platform Settings window appears. Select the Outbound Actions option from the explorer pane.

  4. Select a source from the Filter by Source list to view outbound action types configured for the selected source. This displays the outbound action types configured for the selected source in the browse table. Outbound action types depend on the source system at the connector level, and are therefore read-only.

  5. If selected, the Mapped checkbox indicates that details for the outbound action type have been added. It does not necessarily mean that incoming and outgoing transactions for the action type have been mapped

  6. To access the mappings for an Outbound Action type, double-click the outbound action type in the browse table. The Outbound Action Type Mappings window appears, displaying the following information.

Source

displays the name of the selected source from which the outbound action type is derived

Outbound Type

displays the name of the outbound action type

The Mappings browse table displays the following details about a mapping:

Mapping

the name of the mapping specified when defining the mapping details

Screen Set

the name of the call or task screen set defined in the mapping details

You can view, add, or delete a data mapping for the outbound action type. You can also change the priority of the data mappings defined for this outbound action type.

Adding an Outbound Action Type Mapping

  1. Select Menu and then Admin.

  2. From the submenu, select Integration.

  3. The Integration Platform Settings window appears. Select the Outbound Actions option from the explorer pane.

  4. Select a source from the Filter by Source list to view outbound action types configured for the selected source.

  5. Select the New button.

  6. Specify the Outbound Action Type mapping details.

  7. Select the Save icon to save the changes.

Updating an Outbound Action Type Mapping

  1. Select Menu and then Admin.

  2. From the submenu, select Integration.

  3. The Integration Platform Settings window appears. Select the Outbound Actions option from the explorer pane.

  4. Select a source from the Filter by Source list to view outbound action types configured for the selected source.

  5. Select the Outbound Action you want to update and select the Action icon, or double-click on the entry.

  6. The Outbound Action Type window appears. View or update the details as required.

  7. Select the Save icon to save the changes.

Deleting an Outbound Action Type Mapping

  1. Select Menu and then Admin.

  2. From the submenu, select Integration.

  3. The Integration Platform Settings window appears. Select the Outbound Actions option from the explorer pane.

  4. In the browse table, select the Action you want to delete and select .

  5. Confirm the deletion.

Changing the Priority of Mappings

ASM Core will apply the mappings in the order in which they appear in the Mappings browse table.

If more than one mapping applies to an action, then the mapping that is higher in the list will be applied first, then the second one in the list, and so on.

  1. Select Menu and then Admin.

  2. From the submenu, select Integration.

  3. The Integration Platform Settings window appears. Select the Outbound Actions option from the explorer pane.

  4. Select a source from the Filter by Source list to view outbound action types configured for the selected source.

  5. Select a mapping you want to move, and use the Move up and Move Down buttons to reposition it.

  6. Repeat for any other mappings you wish to reposition.

  7. Select the Save icon to save the changes if appropriate.

Specifying the Outbound Action Type Mapping Details

The mapping details window for an Outbound Action allows you to define the conditions that must be met for ASM Core to initiate an Outbound Action, and how data fields will be mapped between the two systems.

The following are the main steps for defining an Outbound Action mapping:

  1. Associate external suppliers and contracts with the Outbound Action.

  2. Select the actions (rules) you want ASM Core to take when it receives incoming messages associated with the Outbound Action.

  3. Selecting when ASM Core must send outgoing messages for the Outbound Action.

  4. Mapping the fields between ASM Core and the source system for both incoming and outgoing messages. This is required for an Outbound Action to be successful.

  5. The mappings defined here are only applied when a call or External Supplier task is forwarded externally. An Outbound Action initiated by an Outbound Action task uses the mapping defined on the task.

  6. Click New or select an existing mapping and click Open on the Outbound Action Type Mappings window.

  7. The Source and Outbound Type fields are pre-populated based on the source and type you selected to access this mapping.

  8. Complete the details.

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

Screen Set

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

call screen set

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

External Supplier

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

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

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

External Supplier
Select a supplier

Contract

Select a contract.

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

You cannot specify the same supplier and contract (per screen set) for more than one Outbound Action mapping. However, you can link an external supplier to one mapping and the same supplier plus a contract to another mapping.

In this case, the most specific mapping will be applied: if the call or task is forwarded to a supplier and contract matching the supplier and contract specified on the second mapping, this mapping will be applied. If not, it will use the default mapping for that supplier.

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

  2. Select the Action tab and specify the rules for Incoming and Outgoing Transactions using this mapping.

  3. Select the Fields - Outgoing tab and specify how field values from the ASM Core call or External Supplier task must correlate with the field values on the external system when an outgoing message is sent by ASM Core.

  4. To map a field, click Add. In the Add Fields window, select the fields (from the external system) you want to map to fields on the call or task, and click OK. On the browse table, click the corresponding cell in the Internal Field column. Then select to pick a static value or a field relating to the Call or External Supplier Task screen set you selected earlier.

  5. Depending on the field’s data type, additional options can be selected in the field selector , including: field transformations, profile maps, or resolution rules. Also, the call or task fields displayed are determined by the screen set. You can only select a field that is compatible with the field specified in the Action Field column.

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

  7. To map a field, click Add. In the Add Fields window, select the call or task 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. If the selected screen set is an External Supplier Task screen set, then you can also select fields from the task’s parent request. On the browse table, click the corresponding cell in the Action Field column. Then select to pick a static value or a field from the external system. These fields are defined at the level of the connector.

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

  9. In the Update column, select the conditions for populating the field on the call or task.

Always

always matches the ASM Core field value with the value in the external system field. This means that any change to this field in the external system automatically updates the field value in the ASM Core call or task.

The Only When Blank

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

On Initial Population Only

is not relevant for Outbound Actions

Rules for Incoming and Outgoing Transactions - Outbound Actions

Rules for the way ASM Core will apply an outbound action type mapping to Incoming Transactions for the selected outbound action type are set in the Action tab on the mapping details window for an Outbound Action. The rules are described below.

When Updated externally

Select the rules that ASM Core must apply when receiving an UPDATE message for an Outbound Action using this mapping, specifically select the action that must be taken if the call or External Supplier task that resulted in the creation of the Outbound Action is still open:

Update

automatically updates the call or task with the details of the UPDATE message received from the external system

Add note

automatically adds a note to the call or task with the details of the UPDATE message received from the external system

Take no action

ignores the UPDATE message received from the external system

When Updated externally and Call or Task is closed

Select the rules that ASM Core must apply when receiving an UPDATE message for an Outbound Action using this mapping, specifically select the action that must be taken if the call or External Supplier task that resulted in the creation of the Outbound Action is closed:

Add note

leaves the call or task closed but automatically adds a note to it with the details of the UPDATE message received from the external system

Take no action

ignores the UPDATE message received from the external system

When Notified externally

Select the rules that ASM Core must apply when receiving a NOTIFY message for an Outbound Action using this mapping, specifically the action that must be taken if the call or External Supplier task that resulted in the creation of this Outbound Action is still open:

Add note

automatically adds a note to the call or task with the details of the NOTIFY message received from the external system

Take no action

ignores the NOTIFY message received from the external system

When Notified externally and Call or Task is closed

Select the rules that ASM Core must apply when receiving a NOTIFY transaction for an event using this mapping, specifically the action that must be taken if the call or External Supplier task that resulted in the creation of this Outbound Action is closed:

Add note

leaves the call or task closed but automatically adds a note to it with the details of the NOTIFY message received from the external system

Take no action

ignores the NOTIFY message received from the external system

When Completed externally

Select the rules that ASM Core must apply when receiving a COMPLETE message for an Outbound Action using this mapping, specifically select the action that must be taken if the call or External Supplier task that resulted in the creation of this Outbound Action is still open:

Close

automatically closes the call or task

Update

automatically updates the call or task with the details of the COMPLETE message received from the external system

Add note

automatically adds a note to the call or task with the details of the COMPLETE message received from the external system

Take no Action

ignores the COMPLETE message received from the external system

If child calls are present

Select the action that must be taken if the call that resulted in the creation of this Outbound Action has calls linked as children:

Close child calls

automatically closes the calls linked as children

Add note to child calls

automatically adds a note to the child calls with the details of the COMPLETE message received from the external system

Take no Action

takes no action on the child calls

When Completed externally and Call or Task is closed

Select the rules that ASM Core must apply when receiving a COMPLETE message for an Outbound Action using this mapping, specifically, select the action that must be taken if the call or External Supplier task that resulted in the creation of this Outbound Action is closed:

Add note

leaves the call or task closed but automatically adds a note to it with the details of the COMPLETE message received from the external system

Take no action

ignores the COMPLETE message received from the external system

When Not Completed externally

Select the rules that ASM Core must apply when receiving a NOT COMPLETE message for an Outbound Action using this mapping, specifically select the action that must be taken if the call or External Supplier task that resulted in the creation of this Outbound Action is still open:

Close

automatically closes the call or task

Update

automatically updates the call or task with the details of the NOT COMPLETE message received from the external system

Add note

automatically adds a note to the call or task with the details of the NOT COMPLETE message received from the external system

Take no action

ignores the NOT COMPLETE message received from the external system

If child calls are present

Select the action that must be taken if the call that resulted in the creation of this Outbound Action has calls linked as children:

Close child calls

automatically closes the calls linked as children

Add note to child calls

automatically adds a note to the child calls with the details of the NOT COMPLETE message received from the external system

Take no Action

takes no action on the child calls

When Not Completed externally and Call or Task is closed

Select the rules that ASM Core must apply when receiving a NOT COMPLETE message for an Outbound Action using this mapping, specifically select the action that must be taken if the call or External Supplier task that resulted in the creation of this Outbound Action is closed:

Add note

leaves the call or task closed but automatically adds a note to it with the details of the NOT COMPLETE message received from the external system

Take no action

ignores the NOT COMPLETE message received from the external system

Send Notify for system generated history messages

Select this option to send a NOTIFY message to the external system whenever a system-generated entry (such as an agreement escalation) is added to the history of the call or External Supplier task that resulted in the creation of this Outbound Action.

What happens if the system is configured to update, add a note, or take no action?

When the system is configured to update the call or task, add a note to it, or take no action, on receiving the COMPLETE or NOT COMPLETE message, the call is automatically forwarded back to the analyst who forwarded the call externally, and the task is automatically forwarded to the request manager.

The call or task history is updated on receiving a COMPLETE or INCOMPLETE message.

PreviousConfiguring Inbound and Outbound ActionsNextUsing Outbound Actions

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Update
automatically updates the call or task with the details of the UPDATE message received from the external system
Add note
leaves the call or task closed but automatically adds a note to it with the details of the UPDATE message received from the external system
Add note
automatically adds a note to the call or task with the details of the NOTIFY message received from the external system
Add note
leaves the call or task closed but automatically adds a note to it with the details of the NOTIFY message received from the external system
Close
automatically closes the call or task
Close child calls
automatically closes the calls linked as children
Add note
leaves the call or task closed but automatically adds a note to it with the details of the COMPLETE message received from the external system
Close
automatically closes the call or task
Close child calls
automatically closes the calls linked as children
Add note
leaves the call or task closed but automatically adds a note to it with the details of the NOT COMPLETE message received from the external system

call screen set

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

External Supplier

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

Add note

automatically adds a note to the call or task with the details of the UPDATE message received from the external system

Take no action

ignores the UPDATE message received from the external system

Take no action

ignores the UPDATE message received from the external system

Take no action

ignores the NOTIFY message received from the external system

Take no action

ignores the NOTIFY message received from the external system

Update

automatically updates the call or task with the details of the COMPLETE message received from the external system

Add note

automatically adds a note to the call or task with the details of the COMPLETE message received from the external system

Take no Action

ignores the COMPLETE message received from the external system

Add note to child calls

automatically adds a note to the child calls with the details of the COMPLETE message received from the external system

Take no Action

takes no action on the child calls

Take no action

ignores the COMPLETE message received from the external system

Update

automatically updates the call or task with the details of the NOT COMPLETE message received from the external system

Add note

automatically adds a note to the call or task with the details of the NOT COMPLETE message received from the external system

Take no action

ignores the NOT COMPLETE message received from the external system

Add note to child calls

automatically adds a note to the child calls with the details of the NOT COMPLETE message received from the external system

Take no Action

takes no action on the child calls

Take no action

ignores the NOT COMPLETE message received from the external system