Build Screens to Support IPK

Audience: Incident Manager, Service Desk Manager, Service Delivery Manager, Alemba Service Manager Administrator(s)

Time to Complete: Varies, Average 3-5 days (Including screens build and UAT)

This topic covers configuring ASM for Incident Management. For help performing actions related to Incident management, please see:

Overview of ASMs Incident Management Capability (Video)

Using ASM Core | ASM Hermes

Managing Your Tickets - Calls and IPK | ASM Hermes

ASM Screen Designer

Remember: While almost anything is possible in ASM Screen Designer and you can be as detailed as you need to be, someone will need to maintain your system and your screens for many years. Avoid overly complex configurations and screens and capture only what is truly required. Your future System Administrators will thank you

Call Screen Sets | ASM Hermes

Do not delete system fields, you may hide them using the Field Properties in Screen Designer

ASM System Fields for Call Screens | ASM Hermes

If Enable Call Screen Set on Explorer is selected in the IPK Settings window, analysts can switch between the defined screen sets when logging or updating a call.

You can link screen sets to IPK statuses/streams, or link screen sets to a statuses/types/streams.

Configuring Fields | ASM Hermes

Creating a Custom Field | ASM Hermes

Dynamic Screens | ASM Hermes