{% file src="/files/gb8CWPOarRlTVE7lqeFF" %} {% hint style="success" %} The next ASM Software Release of Hermes 10.6.8 will be the APRIL 2025 Maintenance Release (MR ), development ETA 24th of April 2025. {% endhint %} ## PowerShell Installation You can install this new version [using PowerShell as normal](/asm-hermes/setup-and-configure-asm/installation-and-patching/installation-powershell-parameters) (ASM Hermes 10.6.8.15509 is currently hermes8\_latest): ``` Invoke-WebRequest https://alembareleases.blob.core.windows.net/asm-core/hermes8_latest -OutFile Download.ps1; .\Download.ps1; ``` ## Offline Installation {% embed url="
{% file src="/files/ONlqLCtje9NI43LCUkZ5" %} {% hint style="success" %} The next ASM Software Release of Hermes 10.6.8 will be the MAY 2025 Maintenance Release (MR ), development ETA 29th of May 2025. {% endhint %} ## PowerShell Installation You can install this new version [using PowerShell as normal](/asm-hermes/setup-and-configure-asm/installation-and-patching/installation-powershell-parameters) (ASM Hermes 10.6.8.15572 is currently hermes8\_latest): ``` Invoke-WebRequest https://alembareleases.blob.core.windows.net/asm-core/hermes8_latest -OutFile Download.ps1; .\Download.ps1; ``` ## Offline Installation {% embed url="
{% file src="/files/TkA2JkSMHObLoDBc7p8k" %} {% hint style="success" %} The next ASM Software Release of Hermes 10.6.8 will be the JUNE 2025 Maintenance Release (MR ), development ETA 15th of August 2025. {% endhint %} ## PowerShell Installation You can install this new version [using PowerShell as normal](/asm-hermes/setup-and-configure-asm/installation-and-patching/installation-powershell-parameters) (ASM Hermes 10.6.8.15788 is currently hermes8\_latest): ``` Invoke-WebRequest https://alembareleases.blob.core.windows.net/asm-core/hermes8_latest -OutFile Download.ps1; .\Download.ps1; ``` ## Offline Installation {% embed url="
Capability Overviews
This section represents videos from various sources and including sales material used to demonstrate the given capability of ASM. Some links represent dropbox shared links. *You may need to enable access in your browser to dropbox or, if your organization has blocked Dropbox you may not be able to access those videos.* [***Browse all Videos***](https://app.arcade.software/share/collections/b7eMm7RRVK5LAvYrPGDo) [Agent Overview](https://share.synthesia.io/d9f4bfbc-78ce-40d3-a62f-fa40b7a7e176) [ASM NANO Overview](https://share.synthesia.io/7f4658d1-8555-4ae5-8fdc-39e40f471232) [ASM Partitioning](https://share.synthesia.io/91c7f3f9-8fbf-4a94-ba1e-a0ed66eb1180) [ASM Incident Management](https://app.arcade.software/share/K8aH0bYxuBDbD7AmCSgC) [ASM Service Request Management](https://share.synthesia.io/947971b1-7c0f-48fc-be20-375176dc5d09) [ASM Service Level Agreements (SLM)](https://app.arcade.software/share/UpVsWcvatVqbE2D6C3uj) [ASM Problem Management](https://app.arcade.software/share/tJiSkDzImJbECCVygrsv) [ASM Zero Code Configuration](https://share.synthesia.io/5ec0c303-fbcf-4395-a1f0-9f9758de1728) [ASM Mobile Responsive Interfaces](https://share.synthesia.io/23395a42-25ab-4ee5-841c-e8dffd5c1493) [ASM Testing and Validation Capability](https://app.arcade.software/share/wwOjkS4E7rIvZR9TUl8X) [ASM Capacity Management Capability](https://app.arcade.software/share/PqBYFEfGakW2NwRLVh5E) [ASM Resource Management](https://app.arcade.software/share/C21bUWQwv013BCqi8apB) [ASM Data Purge, Automated and Manual](https://app.arcade.software/share/Z6bJVd0jFz1vBfUBvu3p) ### Recorded Demo's [ASM Self Service](https://www.dropbox.com/scl/fi/h8t18uh86ngzcsvxcwrcg/ASM-Self-Service-Demonstration.mp4?rlkey=2rmgkhlit8lfb2hoa9mt1u6ho\&e=1\&st=74a1o5vz\&dl=0) (20 Minute Demo *Dropbox Link*) [Azure Entra Connector Demo](https://www.dropbox.com/scl/fi/308bptudaxh24qrqzk9k8/Entra-ID-Integration.mp4?rlkey=dp03rxsh6vlyxwvdziztgpwpe\&e=1\&st=jrdhv3xe\&dl=0) (27 minute How-To *Dropbox Link*) [MS Teams CoPilot ChatBot Integration](https://www.dropbox.com/scl/fi/bqny56w7q4j6znvmsjgzr/ASM-Microsoft-Teams-Copilot-Bot.mp4?rlkey=q1r0h06g7zjg9selij7y4vge9\&e=1\&st=65kfvubx\&dl=0) (2 minute Demo *Dropbox Link*) [MS Teams Integration](https://www.dropbox.com/scl/fi/k3fevwtyfa4h9x89jzjgp/ASM-Teams-Integration.mp4?rlkey=sy0dhulmjhbpq76nvlsz1d0l4\&e=1\&st=btma95h8\&dl=0) (6 minute How-To *Dropbox Link*)Getting Started with ASM
[Module 1 - Welcome to ASM](https://app.arcade.software/share/Tpvi82FajDXDOd5TNzAc) [Module 2 - Incident Management](https://app.arcade.software/share/kFtaurOTzpaEbjERMcy2) [Managing Your Queues](https://app.arcade.software/share/NsRrH3eIQu8sTJkZ2PYd) [URL's and Access Parameters](https://app.arcade.software/share/LgXzHJKNdikIAhrTJRJR) [Navigating the Main Menu](https://app.arcade.software/share/OfifHWD3440NCZwFFzOx) [What happens when I Close Windows?](https://app.arcade.software/share/1ivrO9nRu81gmK0sD4A4) [Wildcard Searching](https://app.arcade.software/share/6sjMpmbw0TSkxtnWwdLL)Self-Service Portal
[**BROWSE ALL VIDEOS**](https://app.arcade.software/share/collections/SoUDT5Ack7mFVDl68nxj)Nano
[Logging in to Nano and Managing your Workload](https://app.arcade.software/share/H2LomiEUSHzlXGMAs7IS) [Nano Menus](https://app.arcade.software/share/vvfs5jW38FEPzpoZJoYy) [Working with your Tickets in Nano](https://app.arcade.software/share/ZHE8knv793koK5rdKlOr) [Managing Tasks in Nano](https://app.arcade.software/share/5A18jlwxGkyE0WYvpGyK) [Viewing the Bulletin Board](https://app.arcade.software/share/tY2qczgUT7MUvZd86qio) [Viewing Resource Manager from Nano](https://app.arcade.software/share/PbJpCJ8kxJUpQCGrseq3)Managing your Calls/Tickets
[Actioning Tickets](https://app.arcade.software/share/uVz86AnEpCVzWljjjCoL) [Enable Call Activities](https://app.arcade.software/share/dDW18la31TA77R4B78In) (Pre 10.6.8.14627) [Using/Managing Call Activities](https://app.arcade.software/share/UklSD0qaB2N0HAyNvU9z) (Pre 10.6.8.14627) [Grant Analysts Permission for Call Activities](https://app.arcade.software/share/cZ8MPXzdZLTxJod3uzp5) [Link Quick Forms to Call Type](https://app.arcade.software/share/bZoDnDIXQB2xcoD6fwW5)Workflow Management/Change Management
[**BROWSE ALL VIDEOS**](https://app.arcade.software/collections/8v1sGnu3CO9gPsXxUJAB/view) [About Workflow - Getting Started](https://app.arcade.software/share/EkEDPdxq4TnzWWGoDCil) [Managing Workflow Processes](https://app.arcade.software/share/aENKbgvOwD2y5PpcY6h4) [Creating a New Workflow Template](https://app.arcade.software/share/pFUYwAdeMvYBaFRfwBpF) [Linking Custom Screens to a Workflow Template](https://app.arcade.software/share/bBRkAQfMqA1UASBpcfuK) [Configuring and Managing Change Calendars - FSC](https://app.arcade.software/share/1oqzXMf7ojtHjiAvS2Tm) [Amendable Requests](https://app.arcade.software/share/CkpZnFPxyU8pqbk53Fmi) #### Workflow Security [Configuring Workflow Management Groups](https://app.arcade.software/share/ub7JaWbCZTG9hSTg6FPs) [Workflow Management Security Role: Limit Request Takeover](https://app.arcade.software/share/el9jg5lyJXYrBgImz4qL) [Grant Permission to See Resource Manager](https://app.arcade.software/share/QEPXAPxHAgawPkMHvj2B) #### Risk [Create and Add Custom Risk Questions](https://app.arcade.software/share/w3cOQxUJpISMyyRQRGBE) [Request Risk Matrix](https://app.arcade.software/share/eULoe1zV1nSrnKLgZXWH) #### Resource Management [About Resource Manager](https://app.arcade.software/share/C21bUWQwv013BCqi8apB) [Configure Tasks to be Resource Managed](https://app.arcade.software/share/4DCX5qzhzVDquDbuD97Q) [Using Resource Manager](https://app.arcade.software/share/Zu9nIvU6uCrVbL5JYKqd) [Allocating Resource Managers](https://app.arcade.software/share/jEP4Yi9ODuWgUV5YZstX)Integrations
[CSV File Setup](https://app.arcade.software/share/v24nEL9Xq6fjhsVru5fi) (*Silent, interactive video short*) [Azure Entra Connector](https://www.dropbox.com/scl/fi/308bptudaxh24qrqzk9k8/Entra-ID-Integration.mp4?rlkey=dp03rxsh6vlyxwvdziztgpwpe\&e=1\&st=jrdhv3xe\&dl=0) (27 minute How-To *Dropbox Link*) #### MS Project Online/Managing Projects [Using the MS Project Online Integration](https://app.arcade.software/share/v2aZ2x9AxyDeNCCDPDmW) [Create a New MS Project Online Project](https://app.arcade.software/share/bqhFhwvJ5UkWVFlvq5zg) [Viewing your MS Project Online/Project Portfolio](https://app.arcade.software/share/Or9RgYI2FZcCjGR6KIcV) [Grant Permission to See Resource Manager](https://app.arcade.software/share/QEPXAPxHAgawPkMHvj2B) [Allocating Resource Managers](https://app.arcade.software/share/jEP4Yi9ODuWgUV5YZstX) [Using Resource Manager](https://app.arcade.software/share/Zu9nIvU6uCrVbL5JYKqd) [Configure Tasks to be Resource Managed](https://app.arcade.software/share/4DCX5qzhzVDquDbuD97Q) [Create a User Story](https://app.arcade.software/share/M1ZYaCJns5sD0jvWO5PM) [Viewing User Stories](https://app.arcade.software/share/ppaQbKUwiPYEqsJ0EMPz) [Viewing your Epics](https://app.arcade.software/share/dfR6u0OUVWJeAFE8tGwh)The Alemba API
[About: The Alemba API](https://app.arcade.software/share/N8knAB6Ipu3GEzOFKgll) [Building API Queries](https://app.arcade.software/share/afig14Wd87SRwdOjMJJx)Surveys
[Building out your survey module ](https://app.arcade.software/share/eKL2wliI0aeZr9qHp6Yv) For configuring Native and Custom Third-Party Survey Systems and integrations.Knowledge Management
[Cloning Knowledge from a Call](https://app.arcade.software/share/YMcRbNjG5jbjRN8EszPp) [Best Practices for Submitting Articles](https://app.arcade.software/share/spb6Wx9rO1J60skzBn1P) [How to Create Knowledge in ASM](https://app.arcade.software/share/7bTHv53Mq4LiOk8dW2AX) [Configure the SSP for Suggested Knowledge](https://app.arcade.software/share/txVq6j3BBBwfuhhzxDR9)Role Based Access Security (RBAC)
[View the System Admin Audit Trail](https://app.arcade.software/share/f5jFOfkPET32jUOpDBL7) [Assign Security Roles and Groups to a Person](https://app.arcade.software/share/wTh4DUPGiAPIvFXAqPRT) [Configuring Workflow Management Groups](https://app.arcade.software/share/ub7JaWbCZTG9hSTg6FPs) [Allocating Resource Managers](https://app.arcade.software/share/jEP4Yi9ODuWgUV5YZstX) [Grant Permission to See Resource Manager](https://app.arcade.software/share/QEPXAPxHAgawPkMHvj2B) [Grant Analysts Permission for Call Activities](https://app.arcade.software/share/cZ8MPXzdZLTxJod3uzp5)Testing and Validation/Release Management
[ASM Testing and Validation Capability](https://app.arcade.software/share/wwOjkS4E7rIvZR9TUl8X)Chat
[Chatting in ASM](https://app.arcade.software/share/db7B7ZyyyoK45chFrSdy) [MS Teams CoPilot ChatBot Integration](https://www.dropbox.com/scl/fi/bqny56w7q4j6znvmsjgzr/ASM-Microsoft-Teams-Copilot-Bot.mp4?rlkey=q1r0h06g7zjg9selij7y4vge9\&e=1\&st=65kfvubx\&dl=0) (2 minute Demo *Dropbox Link*) [MS Teams Integration](https://www.dropbox.com/scl/fi/k3fevwtyfa4h9x89jzjgp/ASM-Teams-Integration.mp4?rlkey=sy0dhulmjhbpq76nvlsz1d0l4\&e=1\&st=btma95h8\&dl=0) (6 minute How-To *Dropbox Link*)Capacity Management
[ASM Capacity Management Capability](https://app.arcade.software/share/PqBYFEfGakW2NwRLVh5E)
| Icon | Name | Use | Automatic/Manual |
|---|---|---|---|
 | Standard task | A basic task type when none of the specific tasks are appropriate | Automatic |
 | Approval task | Creating an approval that requires an officer to reject or approve it. Depending on the approval status, other linked tasks are executed. | Automatic |
 | Messaging task | Sending out email and pager messages to various people | Both – Automatic by default |
 | Conditional branching task | Creating conditions and then performing actions based on the conditions. A Conditional Branching task consists of one or more rules | Automatic |
 | Manage CMDB task | Performing transactions on CMDB items (CI, service, service action, service bundle) and People such as creating, updating, deleting CMDB items/people (also fields associated with CMDB items/people), and links between CMDB items and/or stakeholders. Asset management transactions can also be executed. | Automatic |
 | Create Request task | Creating a request as a result of this task being completed | Automatic |
 | User Approval task | Creating approval that is sent to a user via the Self Service Portal | Automatic |
 | Delay task | Creating a delay in a workflow, this task remains open until a certain time is reached, and is then closed and moves on to the next point in the workflow. | Automatic |
 | Activation task | Creating an activation checkpoint in a workflow, providing the ability to wait until a certain amount of “activation points” have been generated before the task is activated. | Automatic |
 | Closure task | Marking the end of a request | Both - Manual by default |
 | Define Change window | Defining change windows to be applied to the CMDB items liked to a request | Manual |
 | Run External Procedure | Automatically running an external procedure, i.e. an application outside of ASM, optionally with parameters passed to it. | Automatic |
 | External Supplier task | Creating tasks to be completed by external officers on the portal | Automatic |
 | SLM Start task | Starting or resuming events on the SLA that is currently linked to the request. This is equivalent to the button on the Request Service window. | Automatic |
 | SLM Stop task | Suspending events on the SLA that is currently linked to the request. This is equivalent to the button on the Request Service window. | Automatic |
 | Outbound Action task | Outbound actions for integrating ASM with a third party application | Automatic |
Request Search from the CI/Service Screen
Add Auditing to a field(s)
Model 1: Using IPK
You can use IPK Screen sets for basic tasks. ASM ships with the following: * Project Template – to hold the details of the project itself * Project Task Template – These are created for each project task. * A default project template is available where the controlling Program can be linked to a project with a filtered field linked to the CMDB. If you implement the MPO integration, Microsoft project will create the project tasks and assign them automatically.Model 2: Using Workflow
You can use the ASM workflow capability. This will allow you to build your project and program processes in a codeless environment. * The MPO integration will automatically call any workflow tied to work packages. * Rather than create a basic project task, instead, ASM will call the relevant workflow. For example: If your project calls for provisioning a new environment, you can select the new environment workflow from the pick-list in Microsoft Project and it will be added as a work package. The request will be submitted in ASM using the Project’s data. Effectively this provides the project manager with one task to manage in the project, but in ASM all the requisite tasks for provisioning a new environment are triggered as with any other workflow. **This data is also reportable and captures key project information as mentioned above.**Model 3: Hybrid Approach
The hybrid approach allows you to incorporate both Model 1 and 2 to form a comprehensive solution allowing not only project tasks, but the addition of work packages. This is the most common implementation model.
Example: KanBan from Nano displaying IT status. In the KanBan, agents can drag and drop tickets from one status to another without opening the ticket.
Part 1: Planning Checklist
* [ ] What are your Test Phases? * [ ] What Testing will be automated? Does the automated testing tool accept transactions from ASM and can it pass data back to ASM? * [ ] Will you test in Cycles or Sprints? What methodology will you use? * [ ] Who is on the test team? * [ ] Who has Go-No Go authority? * [ ] What data is required in each test plan - the standard data that is repeatable across all tests? This is information we can collect on the screens and validate. * [ ] What Data is required for the defect log and will you want to automate sending these defects to another system such as Jira?Part 2: System Administration Settings to Support Testing and Validation
Once you have roughed in a plan for all the specific information you need for your testing strategy, its time to set the system up to accommodate it. In our test system, we updated the following: 1. CMDB Item Types. This is critical since you can then link tests directly to individual requirements along with any defects found against them. 2. In Workflow Management, we created the request screen sets for each kind of test, Functional and non functional along with a screen set for the Test Planning Strategy. 3. We also set up the request, or testing, phases in workflow management.
Example: CMDB Item Types for Testing and Release
Part 3: Screens to Support Testing and Validation
After you have configured your system, you can begin building your screens to support your test strategy. The basic elements are provided, but using Designer, you can fit them to your organization, specifically.
Example - Test Strategy Request. This will initiate a new Service Validation and Testing Action.
Part 4: Workflows to Support Testing and Validation
Several workflows are already configured to support Service Validation and testing, but you will need to visit each one and alter it to suit your organization and your potential integrations.
Example: Workflow Template for the Test Strategy - Illustrates how upon approval, the correct sets of tests are initiated
Part 5: Configuring your Defect Registry and RAID logs
Following along from screens and System Settings above, if you will track defects in ASM, you will need to configure a screen to do so. These need not be complicated. Since the CMDB is tracking Releases, Candidates, Requirements, etc., you can easily use any existing IPK Screen you may have configured and log the ticket against the CI(s) and select the correct Testing Type tier to go with it. These data are then easily passed to any other external system you may be using.Part 6: Integrations and Automations
Planning for your integrations and automation is likely the most extensive part of work you will have when decididing to implement your testing and service validation strategy. Familiarise yourself with the [R](/asm-hermes/integrate/apis/alemba-restful-api)[estFul API](/asm-hermes/integrate/apis/alemba-restful-api), and then as above, make a plan for the data that will passed to and from ASM.Planning Considerations for Your Survey System
Before you dive into building your survey system, it's crucial to have a well-thought-out plan. You can use anything to plan your system from a simple excel spreadsheet or Word document, to a scrap piece of paper! The idea is to take the time to consider the following before you begin so that your efforts are maximized: 1. **Objective** * [ ] Clearly define the purpose of your survey. * [ ] What insights are you hoping to gain? * [ ] List the Survey Questions that will support this data. 2. **Target Audience** * [ ] Identify who will be taking your survey. Understanding your audience can help tailor the survey to their needs. * [ ] List the user groups or organizations that you will target and the frequency they should receive the surveys. 3. **Survey Type** * [ ] Decide between a qualitative or quantitative survey based on your objectives and the kind of data you wish to collect. * [ ] Will you need a hybrid type? 4. **Questions Crafting** * [ ] Ensure your questions are clear, unbiased, and designed to elicit the most valuable responses. * [ ] Ensure your survey is not too long. 5. **Distribution Method** * [ ] Consider how you will distribute your survey for maximum reach and response rate. ASM will email a Survey notification that includes a link to the self service portal. * [ ] Will you want ASM to send survey reminders for incomplete surveys? If so, how many times? * [ ] Will you link with a third party survey utility instead? You will need to collect the URL for the Third party system and connect it the survey system in ASM. 6. **Data Analysis Plan** * [ ] Have a plan in place for how you will analyze the survey results to draw meaningful conclusions. * [ ] How will you report against the data? Will you use ASM's native dashboard utility or connect in to Tableau or Bold BI? ### Documenting Your Survey System When it comes to documenting the setup and deployment of your survey system in Alemba Service Manager, a systematic approach ensures clarity and compliance: 1. **Change Request**: Creating a Change Request in Alemba Service Manager is advisable. This allows you to document the implementation process, associated risks, and approval steps. It ensures that changes to the system are managed in a controlled manner. 2. **Documentation**: Draft detailed documentation of your survey system’s architecture, including its integration points, survey distribution mechanisms, and data collection methods. This documentation should be accessible for future reference and updates. * Attach the Documentation to your change request 3. **Communication Plan**: Develop a communication plan for stakeholders and potential survey respondents. This could include: * **Pre-implementation Notice**: An email to all users informing them about the upcoming survey system, its purpose, and how it will impact them. * **Implementation Notice**: A notification at the time of rollout, with instructions on how the survey system will be used and support contacts for questions or issues. * **Feedback Mechanism**: Establish a way for users to provide feedback on the survey system, helping you to make continuous improvements. **Taking the time to methodically plan your survey system and document its implementation in Alemba Service Manager, followed by clear communication, will lead to a smoother rollout and higher engagement from your target audience.**Qualitative vs. Quantitative Surveys
When you build a survey screen, you need to determine if this will be a qualitative survey, or quantitative. ### Qualitative Surveys Qualitative surveys focus on gathering non-numerical data to understand concepts, thoughts, or experiences. Through open-ended questions, they allow for in-depth insights into the subject matter. Use **Qualitative Surveys** when aiming to improve or innovate IT services. They help understand user experiences, pain points, and satisfaction levels in depth. For instance, when launching a new IT tool within the organization, qualitative surveys can provide rich insights into how users interact with the tool and any challenges they face. A qualitative survey is just as important as a quantitative because it allows for users to communicate directly with you, the organization in plain language. This can often be far more revealing than quantitative surveys. Have you ever taken a survey and just put the neutral answers on every question just so you could be done with it? The data from these surveys is available from ASM and can easily be sent to the tool of your choice for advanced analysis such as word mapping. #### Fields available for qualitative analysis: 1. Data String 1-12. These are string fields, limited to 255 Characters. 2. Data Int 1-12. Numbers only – no text. Negative numbers are allowed. 3. Data Float 1-12. This field can store fractional data. 4. Data Memo 1-12. A memo field, sometimes referred to as a text field or a memo data type, is used to store large amounts of textual data. Unlike string fields, which have a fixed length, a memo field can store variable-length text data, typically allowing for much longer content to be stored. Memo fields are often used for storing paragraphs of text, notes, or other lengthy descriptions. 5. Data Date 1-12. Displays a date control to capture key date values from the Survey participant. **Benefits:** * **Deep Understanding**: Provides comprehensive insights into feelings, attitudes, and behaviors. * **Flexibility**: Respondents can express their thoughts freely, offering unexpected insights. **Drawbacks:** * **Analysis Complexity**: Responses are harder to categorize and quantify for analysis. * **Time-Consuming**: Collection and analysis of data require more time and resources. ### Quantitative Surveys A quantitative survey is perhaps what you are most familiar. Quantitative surveys capture responses on a scale of 1-10, generally, and you are then able to build reports and dashboards that quantitatively aggregate responses to give you a very good idea of the results of what you are measuring. Typically, we call this the CSAT, or Customer Satisfaction Score. Quantitative surveys collect numerical data that can be quantified. Use **Quantitative Surveys** for measuring the performance of IT services, compliance with SLAs, or tracking improvements over time. They are valuable in assessing the effectiveness of IT interventions, user satisfaction scores, or adoption rates across a large user base. For example, after implementing a change in the IT help desk process, a quantitative survey can quantify the impact on resolution times and user satisfaction. 1. Data Scale 1-12 2. Data Yes/No (String) 1-12. This data is stored as a string in the Database 3. Data Checkbox 1-12. This data is stored as a 1 or 0 value (True or False) in the Database **Benefits:** * **Statistical Significance**: Enables the measurement of data statistically to represent the larger population. * **Quick and Cost-Effective**: Easier to administer to a large group and straightforward in analysis. **Drawbacks:** * **Limited Depth**: May not provide deep insights into the respondents' feelings and motivations. * **Inflexibility**: Fixed responses may not capture the full range of respondent opinions.
For data Scale 1 - User answered 7. The mean score for this question is 6.4
Part 1: Planning Checklist
* [ ] What does the Employee Journey look like? Will you want to manage all of it in ASM? * [ ] What will be automated? Candidate Qualifications review (checklists?) * [ ] Will you publish open roles to the internet or only to the portal? * [ ] Who is on the hiring team(s)? * [ ] Will you allow anonymous access to open roles? * [ ] What data is required for an applicant to apply for an open role? This is information we can collect on the screens and validate. * [ ] What training is required for each kind of role and where will the LMS be housed? * [ ] Will you integrate to the LMS? * [ ] How will you validate employment, education and perform background checks. If you want this automated, you will need to gather inputs from the source systems. * [ ] What PII (Personally Identifiable Information) should be secured in the system and who should be able to see the PII, and who should not?Part 2: System Administration Settings
Once you have roughed in a plan for all the specific information you need for your strategy, its time to set the system up to accommodate it. In our system, we updated the following: 1. **Partitioning.** We setup partitioning and partitioned screens, call templates, workflow templates and the bulletin board (to send public notices to non-employees) in addition to all the other standard partition settings**.** 2. **Security Profile.** We setup a security profile for HR in order to be able to selectively hide PII on screen from everyone but HR**.** 3. **CMDB Item Types**. **It is important to not get confused between** Employees, Candidates, and Mentors and Mentees as ***CI*** *and those same individuals as **People***** in the system.** The ***Person*** record created is merely there to facilitate access to the Portal and to ASM for logging issues and requests, and nothing more. The records of these individuals in the Federated CMDB as a '***CI***" is where all of the data is housed and where the journey is actually managed. This is critical because we are able to create the kinds and types of dependencies and relationships we would not otherwise be able to accomplish by only using a person type entity. **The ****Person**** entity in ASM is an account record, and nothing more.** 4. **Self Service Portal Systems**: Do you need a new Portal? One for HR and a public "Careers" Portal for prospective candidates to browse open positions and apply for listed roles, is one possible solution. 5. In **Workflow Management**, we created the request screen sets for publishing Roles and for onboarding new candidates. Consider each screen and the data you want on each. You will need to configure the correct system values before you build your screens. * You might also want to: * Create a screen set for requesting training and Professional Development. * Create screens for managing Reviews, time off, sick leave and off-boarding. * Set up the relevant **Employee Journey phase** and **status** values in **Workflow Management**.Part 3: Screens
After you have configured your system, you can begin building your screens to support your Employee Journey Strategy. You will have several. Below is an example of the screen build for an open Job Posting (AKA WF-Role CMDB Item Type). The basic elements are provided for all the listed screens, but using Designer, you can fit them to your organization, specifically. In **Screen Designer,** we built all of our screens for each Screen set. As you can see, there will be a lot of screens. This list will increase if you plan to use NANO (and Alemba recommend's you give it serious consideration). For each screen set defined above you will need (*and for this reason, it is recommended you engage Professional Services*): * Request Details * Request Review * Request Submission * Request Message Templates: Submission, Update, Complete, Rejected, Training Due, Training Complete and New Hire Approval and Offer Letter * Task Details * Approval Details * Approval Review * CI Details for each CI Type * Service Request Details * Service Request Submission * Service Request Review * Service Request Message Templates * Incident Submission * Incident Review * Incident Details * Incident Message Templates
Part 4: Workflows
Several workflows (and related screens) were configured to support Workforce and Talent Management. They include: 1. Employee Management * Disciplinary * Sickness * EPR - Master Request * EPR - 360 * EPR - MBO ( Management By Objectives) 2. Employee Journey * Prospective Employee * New Starter * Employee Off Boarding 3. Training * Training Request (General) * Group Cyber Security Training Request
Example: Employee Journey - Prospective Employee Workflow
Part 5: Integrations and Automations
Planning for your integrations and automation is likely the most extensive part of work you will have when deciding to implement your strategy. Familiarise yourself with the [R](/asm-hermes/integrate/apis/alemba-restful-api)[estFul API](/asm-hermes/integrate/apis/alemba-restful-api), and then as above, make a plan for the data that will passed to and from ASM.
While ASM has a very comprehensive Software, Asset, and Configuration Management capability that is fully integrated throughout the application, you really only need to bring over CI if it makes sense for YOU. It is possible to use Generic CI, and still pull meaningful metrics.
e.g., All Incidents for O365, all incidents for Printers, all Incidents for Mobile Devices, etc...
Note: You will need to bring in CI if you plan to do Asset Management or other Inventory Management activities but, strictly speaking, you do not necessarily need to manage individual CI in ASM simply to do Incident Management if this is not part of your journey thus far, or if your Asset Management Software is working well for you and the data is not needed for your KPI or other reporting and troubleshooting.
Priority Matrix using the number of affected users as the impact. This can be any set of values you need it to be, however.
Self-Service Portal
***Target Audience:*** End Users, or those needing to simply login and complete approvals, order from the catalog, or get help. Self Service Portal allows end users to log calls and requests, and place orders. They can also monitor existing calls, requests and orders, and, if they have the correct permissions, approve requests. The Add Me widget allows users to easily add themselves to any published issue in 2 clicks. *Often used for Major Incidents, as shown below, it can be used for any incident type(s) you decide.*
Nano
***Target Audience:*** Nano is excellent for the agent that may merely be triaging calls, logging calls, or updating calls. In fact, apart from System Administrative functions and a few other more advanced activities found only in the Core application (AKA "Core"), most analysts/agents and team leads prefer to use Nano! It is perfect for those that only ever login and, for example, update the status, add a note or action item, or perhaps reassign a ticket. It supports well the actual business of working your queue without all the added features and "noise" of the full application. The included drag and drop Kan Ban view makes it quick and easy to manage the entire estate. Nano provides a simplified interface and functions for those who: * Work with calls - creating, updating and closing calls * Work with requests - creating, updating, and completing requests * Work with tasks and approvals - updating and completing tasks and approvals * Send emails from calls, requests, or tasks * Manage their workload using the Outstanding windows * Review and edit Knowledge Articles, CMDB Items, and Person records
ASM Core
***Target Audience:*** System Admins, or those configuring screens, the Self-service portal, workflows and performing other advanced activities. Core has all of the capabilities of Nano, and then some. This is used largely by system administrators, and people in the organization who are responsible for configuring the system, creating users and CMDB items, developing workflows and establishing security and self service portal settings. It is also used by service desk analysts processing calls and requests on behalf of users.
RapidStart!
***Target Audience:*** Organizations that need to get up and running quickly and do not want to start with a "blank" system. Rapid Start offers a quick and easy installation solution. It delivers a set of pre-configured data and configurations that are designed to get you started with the key processes that you need to move from Service Transition to Service Operation.
| Description of the URL | Description of Variable Parameters |
| Use this URL to launch the ASM Core application. | <server_name> = replace with the name, domain name or IP address of the web server <virtual_directory> = replace with the name of the virtual directory specified in the Server Console |
| Description of the URL | Description of Variable Parameters |
| Use this URL to launch the ASM Core Application for a specific ASM System. This can be used if you have multiple systems and wish to access a specific one. | <server_name> = replace with the name, domain name or IP address of the web server <virtual_directory> = replace with the name of the virtual directory specified in the Server Console <name> = replace with the name of the ASM System you wish to access from the ASM Core Application |
| Description of the URL | Description of Variable Parameters |
Use this URL to ignore single sign-on when Windows Authentication is enabled for ASM Core. There may be situations where you have authentication enabled but you need to manually log onto the system as the administrator account. This URL is valid only for the account with the login ID “admin”. | <server_name> = replace with the name, domain name or IP address of the web server <virtual_directory> = replace with the name of the virtual directory specified in the Server Console <Y> = replace with “Y” or “true” to display a login prompt. This prompt only accepts the default ADMIN account. Constant Parameter: NOAUTH = denotes bypass of authentication |
URL: http://<server_name>/<virtual_directory>/Core.aspx?Lite
OR
URL: http://<server_name>/<virtual_directory>/portal.aspx
| Description of the URL | Description of Variable Parameters |
| Use this URL to launch the Self Service Portal. | <server_name> = replace with the name, domain name or IP address of the web server <virtual_directory> = replace with the name of the virtual directory specified in the Server Console |
| Description of the URL | Description of Variable Parameters |
| Use this URL to launch the Self Service Portal for a specific ASM System. This can be used if you have multiple systems, and wish to access a specific one. | <server_name> = replace with the name, domain name or IP address of the web server <virtual_directory> = replace with the name of the virtual directory specified in the Server Console <name> = replace with the name of the ASM System you wish to access from the Self Service Portal |
Example: Nano interface
| Description of the URL | Description of Variable Parameters |
| Use this URL to launch ASM Nano. | <server_name> = replace with the name, domain name or IP address of the web server <virtual_directory> = replace with the name of the virtual directory specified in the Server Console |
| Description of the URL | Description of Variable Parameters |
| Use this URL to launch ASM Core HTML. This can be used if you have multiple systems, and wish to access a specific one. | <server_name> = replace with the name, domain name or IP address of the web server <virtual_directory> = replace with the name of the virtual directory specified in the Server Console <name> = replace with the name of the ASM System you wish to access from Nano |
| Description of the URL | Description of Variable Parameters |
| Use this URL to launch the Self Service Portal | <server_name> = replace with the name, domain name or IP address of the web server <virtual_directory> = replace with the name of the virtual directory specified in the Server Console |
| Parameter | Description |
Partition http://<server_name>/<virtual_directory>/portal.aspx?&Partition=<X>
http://localhost/test/portal.aspx?& Form=KnowledgeSearchCriteria&Partition=2 | If using a partitioned system, you can define portal URLs to refer to a specific partition. The example launches a knowledge search submission window in the HR partition that has the REF value of 1 in the database. Partitions are created in System Administration. The unique reference is found in REF.SU_PARTITIONS in the database. Specifying a partition in a URL does not bypass normal partition permission behaviors. Access to partitioned data is controlled by the partition settings configured for the system, and the partition permissions assigned to each person. |
Database http://<server_name>/<virtual_directory>/portal.aspx?&database=<X>
http://localhost/test/portal.aspx?& Form=KnowledgeSearchCriteria&Database=test | If multiple systems exist on the server, you can define portal URLs to refer to a specific system. The example launches a knowledge search submission window in the Test system. Systems are created in the ASM Core Server Console. |
Portal http://<server_name>/<virtual_directory>/portal.aspx?&portal=<X>
http://localhost/test/portal.aspx?& Form=KnowledgeSearchCriteria&portal=NY | If there are multiple portal systems, you can define portal URLs to refer to a specific portal system. This example launches a knowledge search submission window in the New York portal system. Self Service Portal Systems are configured in System Administration. |
| Description of the URL | Description of Variable Parameters |
Use this URL to log on to Self Service Portal automatically. By supplying the login ID, password, and database name in the URL, the login screen can be bypassed. This URL is only valid if Integrated Security is disabled for the portal. | <server_name> = replace with the name, domain name or IP address of the web server <virtual_directory> = replace with the name of the virtual directory specified in the Server Console <user> = replace with the login ID <pwd> = replace with the password that corresponds to the user_id Constant Parameter: BTN_OK=OK is required to simulate the action of selecting the OK button on the login window. |
| Description of the URL | Description of Variable Parameters |
| Use this URL to have your password emailed to your email address. A person record must exist with that email address. | <server_name> = replace with the name, domain name or IP address of the web server <virtual_directory> = replace with the name of the virtual directory specified in the Server Console <email> = replace with the email address of the person Constant Parameters: ForgotPassword is the function to retrieve a password BTN_OK=OK is required to simulate the action of selecting the OK button on the login window. |
Use this URL to change your password.
You will be prompted to log in, do so with your old password. After you have successfully logged in with your old password, a message will appear at the top of the page confirming your password has been successfully changed.
This URL is only valid if Integrated Security is disabled for the portal.
|\
\
\
\
\
Constant Parameters:
ChangePassword is the function to change a password
BTN\_OK=OK is required to simulate the action of selecting the OK button on the login window.
| ## Knowledge Bank ### Access Knowledge Bank Search ``` URL: http://Use this URL to access the Portal Knowledge Search criteria page.
KnowledgeSearchCriteria is not valid for the Catalog Portal. It is only valid for the Self Service Portal.
|\
\
Constant Parameter:
KnowledgeSearchCriteria is the name of the Knowledge Search page
| The Knowledge Search page in the Self Service Portal can be pre-populated by appending parameters to the basic Knowledge Search URL. For a list of parameters available for the search window, refer to Knowledge Search. ### View a Knowledge Article {% code overflow="wrap" %} ``` URL: http://| Description of the URL | Description of Variable Parameters |
Use this URL to view the details of a Knowledge article. http://<server_name>/<virtual_directory>/portal.aspx?&TemplateName= LiteKnowledgeSearchResults&BTN_SELECT22=View The example URL opens the review page for knowledge article 22 in the portal. | <server_name> = replace with the name, domain name or IP address of the web server <virtual_directory> = replace with the name of the virtual directory specified in the Server Console <ref> = replace with the unique reference number of the knowledge article Constant Parameters: LiteKnowledgeSearchResults is the name of the template for knowledge articles BTN_SELECT<ref>=View is the function that opens the knowledge article details. The unique ref of the article must be inserted into this parameter. |
| Description of the URL | Description of Variable Parameters |
| Use this URL to access the Review Past/Current Incidents search criteria page. | <server_name> = replace with the name, domain name or IP address of the web server <virtual_directory> = replace with the name of the virtual directory specified in the Server Console Constant Parameters: CallSearchCriteria is the name of the Incident Search page |
| Description of the URL | Description of Variable Parameters |
Use this URL to view the details of an Incident. http://<server_name>/<virtual_directory>/portal.aspx?&Form=Call&Mode=Review&Call_Number=22 The example URL opens the review page for Incident number 22 in the portal. | <server_name> = replace with the name, domain name or IP address of the web server <virtual_directory> = replace with the name of the virtual directory specified in the Server Console <ref> = replace with the unique reference of the call (CALL_NUMBER.CL_CALL_LOGGING) Constant Parameters: Form=Call is the name of the call page file Mode=Review is required |
Use this URL to open a submission form using a specific call template.
http\://\
The example opens the call submission form for the New Starter call template (call\_number=99).
|\
\
\ = replace with the unique reference of the call template (CALL\_NUMBER.CL\_CALL\_LOGGING where TEMPLATE\_IND=1)
Constant Parameters:
Form=Call is the name of the call page file
Mode=New is required
| ### Log an Incident {% code overflow="wrap" %} ``` URL: http://Use this URL to log an Incident using a specific call template.
http\://\
The example above opens the Logged Incident confirmation page after logging an incident using the New Starter call template (call\_number=99), and with a Type value of Unspecified (ref=1).
If the call template has not been assigned to an analyst or group, the Forward\_To=\
\
\
\ = replace with the unique reference of the call template (CALL\_NUMBER.CL\_CALL\_LOGGING where TEMPLATE\_IND=1)
\
Constant Parameters:
Form=CallDetails is the name of the call details page file
Mode=New is required
BTN\_OK=Submit submits the Incident
| ## Requests ### Access Request Search {% code overflow="wrap" %} ``` URL: http://\
\
Constant Parameters:
RequestSearchCriteria is the name of the Incident Search page
| The Review Past/Current Requests window can be pre-populated by appending parameters to the basic Request search URL. For a list of parameters available for the search window, refer to [Request Search](/asm-hermes/use-asm/about-the-alemba-service-manager-family/urls-and-access-parameters/pre-populating-search-fields). ### Review a Request {% code overflow="wrap" %} ``` URL: http://Use this URL to view the details of a Request.
http\://\
The example URL opens the review page for Request number 22 in the portal.
|\
\
\ = replace with the unique reference of the request (REQUEST\_NO.CR\_REQUEST)
Constant Parameters:
Form=Request is the name of the request page file
Mode=Review is required
| ### Open a Request Submission Form {% code overflow="wrap" %} ``` URL: http://| Description of the URL | Description of Variable Parameters |
Use this URL to open a submission form using a specific request template. http://<server_name>/<virtual_directory>/portal.aspx?&Form=Request&Mode=New&Template_Ref=99 The example above opens the call submission form for the New Starter workflow template (request_no=99). | <server_name> = replace with the name, domain name or IP address of the web server <virtual_directory> = replace with the name of the virtual directory specified in the Server Console <ref> = replace with the unique reference of the request (REQUEST_NO.CR_REQUEST) Constant Parameters: Form=Request is the name of the request page file Mode=New is required |
Use this URL to log a Request using a specific workflow template.
http\://\
The example above opens the Logged Request confirmation page after logging a request using the New Starter workflow template (request\_no=4)
|\
\
\ = replace with the unique reference of the workflow template (REQUEST\_NO.CR\_REQUEST where TEMPLATE\_IND=1)
Constant Parameters:
RequestDetails is the name of the request details page file
Mode=New is required
BTN\_OK=Submit submits the Incident
| ### Review an Approval {% code overflow="wrap" %} ``` URL: http://| Description of the URL | Description of Variable Parameters |
Use this URL to view the details of an Approval. http://<server_name>/<virtual_directory>/portal.aspx?&Form=Approval&Mode=Review&Task_No=22 The example URL above opens the review page for approval number 22 in the portal. | <server_name> = replace with the name, domain name or IP address of the web server <virtual_directory> = replace with the name of the virtual directory specified in the Server Console <ref> = replace with the unique reference of the request (TASK_NO.CR_TASK) Constant Parameters: Form=Approval is the name of the approval page file Mode=Review is required |
\
\
Constant Parameters:
ServiceCatalogSearch is the name of the Service Request Catalog search page
| The Browse the Service Request Catalog page can be pre-populated by appending parameters to the basic Service Request Catalog search URL. It is also possible to select individual Service Actions and Service Bundles, opening their submission forms. For a list of parameters available for the search window, refer to [Browse the Service Request Catalog](/asm-hermes/use-asm/about-the-alemba-service-manager-family/urls-and-access-parameters/pre-populating-search-fields). ### View details of a Service Action {% code overflow="wrap" %} ``` URL: http://Use this URL to display the details of a Service Action. From here users can choose to select the Order button or browse the Service Request Catalog.
http\://\
The example URL above opens the details for the "Remote Access" service action, which is the service with a REF of 6 in the database.
|\
\
\ = replace with the unique reference of the Service Action.
Constant Parameters:
ServiceCatalogSearch is the name of the Service Request Catalog search page
BTN\_SERVICEACTION\=Submit adds the service to the cart and opens the submission form.
The unique ref of the Service Action must be inserted into this parameter.
| ### View details of a Service Bundle {% code overflow="wrap" %} ``` URL: http://Use this URL to display the details of a Service Bundle. From here users can review what is included and choose to select the Order button or browse the Service Request Catalog.
http\://\
The example URL above opens the details for the "New Starter Package" service bundle, which is the service with a REF of 9 in the database.
|\
\
\ = replace with the unique reference of the Service Bundle.
Constant Parameters:
ServiceCatalogSearch is the name of the Service Request Catalog search page
BTN\_SERVICEACTION\=Submit adds the service to the cart and opens the submission form.
The unique ref of the Service Bundle must be inserted into this parameter.
| ### Create a Service Order for a Service Action or Service Bundle {% code overflow="wrap" %} ``` URL: http://localhost/test/portal.aspx?&Form=ServiceCatalogSearch&Quantity=Use this URL to order a service, as though selecting the Order button on a Service Action/Bundle. This takes the user to the Order submission form to complete the details and submit the order.
The example URL above opens the submission form for the “ASM app” service action, which is the service action with a REF of 22 in the database.
The parameters Quantity# and MaxItems# are required, even if the variable is set to 1.
The unique ref of the Service Action/Bundle must be inserted into these parameters.
|\
\
\ = replace with the unique reference of the Service Action/Bundle to order.
You cannot use this parameter to reference Service Actions that are configured to download objects or launch URLs.
\
\
Constant Parameters:
ServiceCatalogSearch is the name of the Service Request Catalog search page
BTN\_ADDTOCART\=Order adds the service to the cart and opens the submission form.
The unique ref of the Service Action/Bundle must be inserted into this parameter.
| ## Service Order ### Access Service Order Search {% code overflow="wrap" %} ``` URL: http://\
\
Constant Parameters:
ServiceOrderSearchCriteria is the name of the Service Order search page
| The Review Past/Current Service Orders window can be pre-populated by appending parameters to the basic Service Order search URL. For a list of parameters available for the search window, refer to [Service Order Search](/asm-hermes/use-asm/about-the-alemba-service-manager-family/urls-and-access-parameters/pre-populating-search-fields). ### Review a Service Order {% code overflow="wrap" %} ``` URL: http://Use this URL to view the details of an service order.
http\://\
The example URL opens the review page for Service Order 22 in the portal.
|\
\
\ = replace with the Service Order number
Constant Parameters:
ServiceOrderSearchCriteria is the name of the Service Order search page
BTN\_SELECT\=View is the function that opens the service order.
The Service Order number must be inserted into this parameter.
| # Pre-Populating Search Fields This section lists parameters that can be appended to the base Self Service portal URLs for the purpose of pre-populating fields on search criteria pages in the Self Service Portal. ### Self Service Portal Knowledge Search The Knowledge Search page in the Self Service Portal can be pre-populated by appending parameters to the basic Knowledge Search URL: URL: http\://\BTN\_SEARCH
\&BTN\_SEARCH=Search
Example 1
\&BTN\_SEARCH=Search
Example 2
\&Type\_List=501,503\&BTN\_SEARCH=Search
Add BTN\_SEARCH=Search to the URL to automatically run the search. Users will be taken directly to the results page.
If the URL does not contain this parameter, users are taken to the search criteria page where they will need to manually select the Search button.
Example 1 opens the Knowledge Search Results page with a list of all knowledge articles published to the Portal. This is equivalent to clicking Search without having specified any search options.
Example 2 opens the Knowledge Search Results page with a list of all FAQ and Known Issue knowledge entries published to the Portal.
| |Type\_List
\&Type\_List=\
- where \
Example: \&Type\_List=501,503
|Use this parameter to specify the knowledge type in the URL, such as FAQ or Call. The TYPE\_LIST parameter can have multiple comma separated values.
The example URL opens the Knowledge Search criteria page with the Known Issues and FAQ checkboxes already selected.
The unique reference is found in ENTITY\_TYPE.KB\_BASE\_TYPE in the database.
The following values are the default values for each knowledge type, these values may differ in non-standard databases:
- 500 = Abstract
- 502 = Call
- 501 = FAQ
- 503 = Known issue
- 505 = Physical directory
- 504 = URL / Website
KnowledgeTemplate
\&KnowledgeTemplate=\
- where \
is the page template
\&KnowledgeTemplate=FAQ
If appending BTN\_Search=Search to the example URL, the search results display automatically and include all knowledge articles, not just FAQ.
To ensure articles of the correct type are returned when automating the search, include the Type\_List parameter.
|Use this parameter to specify a non-default template for the knowledge search criteria page. The FAQ and KnownIssues templates display the heading as FAQ or Known Issues respectively, and offer different search options.
The default knowledge search criteria template is LiteKnowledgeSearchResults.htm
The example URL opens the FAQ Knowledge Search criteria page. selecting Search on that window returns FAQ knowledge articles only.
Search criteria templates exist in the system folder on the server.
The following values can be passed to this parameter:
- FAQ = FAQ search criteria window
- KnownIssues = Known Issue search criteria window
Format\_Template
&Format\_Template=\
- where \
&Format\_Template=FormatLiteFAQ&KnowledgeTemplate=FAQ
As shown in the example, when using Format\_Template, you must append a compatible KnowledgeTemplate parameter otherwise formatting issues may occur.
The default KnowledgeTemplate is not compatible with all format templates.
|Use this parameter to specify a non-default template for the search results page. These templates control the format of the rows in the results.
The default knowledge results format template is FormatKnowledgeSearchLite.ifmt
The example URL displays results using the format defined for FAQs.
The templates are found in the Format folder under the system folder on the server.
Templates that ship with the application:
- FormatLiteFAQ.ifmt
- FormatLiteKnownIssues.ifmt
- FormatKnowledgeSearchLiteSimple.ifmt
Search\_Query
&Search\_Query=\
- where \
is the text to search on
&Search\_Query=broken laptop screen
|Use this parameter to populate the Search Text field on the search window.
The example URL opens the knowledge search criteria window with the words “broken laptop screen” in the Search Text field.
This parameter can be blank.
| |All\_Words
&All\_Words=\
- where \
is the flag indicating whether to include all words or any words
&All\_Words=N
|Use this parameter to enable one of the Search Text options on the search window.
The default selection is All Words.
The example URL opens the knowledge search criteria window with the Any Words option selected.
Options available:
- Y = All Words is selected
- N = Any Words is selected
Text\_Search\_Type
&Text\_Search\_Type=\
- where \
is the type of text search to run
&Text\_Search\_Type=R
|Use this parameter to enable one of the Search Type options on the search window.
The default selection is Exact.
The example URL opens the knowledge search criteria window with the Regular Expression option selected.
Options available:
- X = Exact
- S = Related
- R = Regular Expression
Article\_Ref
&Article\_Ref=\
- where \
is the knowledge article number
&Article\_Ref=32,17
|Use this parameter to populate the Article Numbers field on the search window. This parameter can have multiple comma separated values.
Article numbers are visible on the Knowledge Details in ASM Core.
The example URL opens the knowledge search criteria window with 32,17 already entered.
| |Profile\_Ref
&Profile\_Ref=\
- where \
&Profile\_Ref=32
|Use this parameter to populate the Profile field on the search window, which is a tiered list.
The example URL opens the Knowledge Search criteria page with the profile value Process/HR already selected, which is the NAME value for REF 32 in the database.
Knowledge Profiles are created in System Admin.
The unique reference is found in REF.KB\_PROFILE in the database.
| |CMDB\_Item\_Ref
&CMDB\_Item\_Ref=\
- where \
&CMDB\_Item\_Ref=32
|Use this parameter to populate the CMDB Item field on the search window.
The example URL opens the Knowledge Search criteria page with the CMDB Item Email Server already selected, which is the name value for REF 32 in the database.
CMDB Items are created in ASM Core.
The unique reference is found in ITEM\_REF.AR\_PRIMARY\_ASSET in the database.
| |Ref\_Composite
&Ref\_Composite=\
- where \
&Ref\_Composite=32
|Use this parameter to populate the Type field on the search window, which is a tiered list.
The example URL opens the Knowledge Search criteria page with the Type value Payroll/Expenses already selected, which is the NAME value for REF 32 in the database.
Types are created in System Admin.
The unique reference is found in REF.CL\_PROBLEM\_TYPE in the database.
| |Update\_Date\_Day
&Update\_Date\_Day=\
- where \
is numerical day of the month
&Update\_Date\_Day=12
|Use this parameter to populate the day (dd) value in the Updated Since date picker field on the search window.
The example URL opens the Knowledge Search criteria page with 12 already selected in the day (dd) portion of the Updated Since field.
Up to 2 digits are accepted.
| |Update\_Date\_Month
&Update\_Date\_Month=\
- where \
is numerical month
&Update\_Date\_Month=10
|Use this parameter to populate the month (MM) value in the Updated Since date picker field on the search window.
The example URL opens the Knowledge Search criteria page with 10 already selected in the month (MM) portion of the Updated Since field.
Up to 2 digits are accepted, between 1 and 12.
| |Update\_Date\_Year
&Update\_Date\_Month=\
- where \
is the year
&Update\_Date\_Year=2016
|Use this parameter to populate the year (yyyy) value in the Updated Since date picker field on the search window.
The example URL opens the Knowledge Search criteria page with 2016 already selected in the year (yyyy) portion of the Updated Since field.
Up to 4 digits are accepted, between 1900 and 3000.
| |Update\_Date\_Day, Update\_Date\_Year, Update\_Date\_Month
\&Update\_Date\_Day=12\&Update\_Date\_Year=2016\&Update\_Date\_Month=10
|Use these parameters in combination to populate the Updated Since field on the search window.
The example URL opens the Knowledge Search criteria page with 12/10/2016 already selected.
| |Knowledge\_Order\_By
&Knowledge\_Order\_By=\
- where \
is the type of sorting to apply to the search results
Example 1:
&Knowledge\_Order\_By=\_rating
When appending BTN\_SEARCH=Search to the URL, some of the Sort By options will not sort the results unless additional criteria is added to the URL.
This reflects Portal Knowledge Search behavior. Refer to the examples below.
Example 2 – returns an unsorted list of all knowledge articles:
\&Knowledge\_Order\_By=\_rating\&BTN\_SEARCH=Search
Example 3 – returns a sorted list of knowledge articles containing the text “email”:
\&Search\_Query=email\&Knowledge\_Order\_By=\_rating\&BTN\_SEARCH=Search
Use this parameter to populate the Sort By parameter on the search window.
The default selection is Search Score (\_rank).
The URL in example 1 opens the knowledge search criteria window with Rating already selected.
Options available:
- \_rank = Search Score
- \_rating = Rating
- last\_updated desc = Most Recent
- profile\_name = Profile
- document\_title asc = Title
The space in the last two options is intentional and represents descending vs ascending.
| ### Incident Search The Review Past/Current Incidents window can be pre-populated by appending parameters to the basic Incident search URL. URL: http\://\| Parameter | Description |
Incident_Owner &Incident_Owner=<owner_flag>
&Incident_Owner=O | Use this parameter to pre-select one of the options of the Search within field on the search window, which is a set of radio options. The default selection is Your Incidents. The example URL opens the Review Past/Current Incidents criteria page with the Search Within option Your Organization’s Incidents already selected. Options available:
|
Call_Numbers &Call_Numbers=<number>,<number>
&Call_Numbers=10,15 | Use this parameter to populate the Incident No field on the search window. This parameter can have multiple comma separated values. The example URL opens the Review Past/Current Incidents criteria page with values 10,15 already entered. Incident numbers are visible on the Incident Details window in ASM Core. |
Status a&Status=<status>
&Status=1 | Use this parameter to pre-select one of the options of the Incident State field on the search window, which is a set of radio options. The default selection is Open Incidents. The example URL opens the Review Past/Current Incidents criteria page with the Incident State value Resolved < 1 Week already selected. Options available:
|
Text_Search &Text_Search=<text>
&Text_Search=broken laptop screen | Use this parameter to populate the Text Search field on the search window. The example URL opens the Review Past/Current Incidents criteria page with the words “broken laptop screen” in the Text Search field. This parameter can be blank. |
Service_Ref &Service_Ref=<service_ref>
&Service_Ref=22 | Use this parameter to populate the Service field on the search window. The example URL opens the Review Past/Current Incidents criteria page with the Service Consulting already selected, which is the name value for REF 22 in the database. Services are created in ASM Core. The unique reference is found in ITEM_REF.AR_PRIMARY_ASSET in the database. |
Ref_Composite &Ref_Composite=<ref_comp>
&Ref_Composite=22 | Use this parameter to populate the Type field on the search window, which is a tiered list. The example URL opens the Review Past/Current Incidents criteria page with the Type value Payroll/Expenses already selected, which is the name value for REF 22 in the database. Types are created in System Admin. The unique reference is found in REF.CL_PROBLEM_TYPE in the database. |
Call_Priority &Call_Priority=<priority_ref>
&Call_Priority=3 | Use this parameter to populate the Priority field on the search window, which is a dropdown list. The example URL opens the Review Past/Current Incidents criteria page with the Priority High already selected, which is the name value for REF 3 in the database. Priorities are created in System Admin. The unique reference is found in REF.SU_CALL_PRIORITY in the database. |
Date_From &Date_From=<date>
&Date_From=2015-12-09 | Use this parameter to populate the Logged Date From field on the search window. The example URL opens the Review Past/Current Incidents criteria page with 2015-12-09 already entered in the Logged Date From field. The format is YYYY-MM-DD |
Date_To &Date_To=<date>
&Date_To=2015-12-09 | Use this parameter to populate the Logged Date To field on the search window. The example URL opens the Review Past/Current Incidents criteria page with 2015-12-09 already entered in the Logged Date To field. The format is YYYY-MM-DD |
Request\_Owner
&Request\_Owner=\
- where \
&Request\_Owner=O
|Use this parameter to pre-select one of the options of the Search within field on the search window, which is a set of radio options.
The default selection is Your Requests.
The example URL opens the Review Past/Current Requests criteria page with the Search Within option Your Organization’s Requests already selected.
Options available:
- Y = Your Requests
- O = Your Organization’s Requests
- A = All Requests
Request\_Nos
&Request\_Nos=\
- where \
is the Request number
&Request\_Nos=10,15
|Use this parameter to populate the Request No field on the search window. This parameter can have multiple comma separated values.
The example URL opens the Review Past/Current Requests criteria page with values 10,15 already entered. Running the search returns Requests 10 and 15, if they exist.
Request numbers are visible on the Request Details window in ASM Core.
| |Status
&Status=\
- where \
represents whether to search all requests, org requests, or the user’s requests only
&Status=1
|Use this parameter to pre-select one of the options of the Request State field on the search window, which is a set of radio options.
The default selection is Open Requests.
The example URL opens the Review Past/Current Requests criteria page with the Request State value Closed < 1 Week already selected.
Options available:
- O = Open Requests
- 1 = Closed < 1 Week
- 4 = Closed < 4 Weeks
- U = Not Submitted
&Portal\_Category=\
- where \
- where \
- where \
Example:
&Portal\_Category=11&Portal\_Category\_1=7&Portal\_Category\_2=11\&BTN\_Show\_Items=Show Catalog Items
Example:
&Portal\_Category=11&Portal\_Category\_1=11\&BTN\_Show\_Items=Show Catalog Items
The parameter BTN\_Show\_Items=Show Catalog Items must be appended, otherwise the Category values are selected and visible, but no services are displayed on the screen.
|Use this parameter to populate the Category field on the search window, which is a tiered drop down list.
The example URL opens the Service Request Catalog page with the Category Software/ASM already selected, and the matching results displayed. Software is REF 7, ASM is REF 11 in the database.
The Portal\_Category (first one) parameter's value must match the lowest tier value included in the URL, regardless of the number of tiers included.
Categories are created in System Admin.
The unique reference is found in REF.AR\_PORTAL\_CATEGORY in the database.
| |Title
&Title=\
- where \
is the title of the Service(s) to search for
&Title=ASM app
|Use this parameter to populate the untitled text box on the search window.
The example URL opens the Service Request Catalog page with the words “ASM app” in the text box, and all Services listed beneath and ready for the Search button to be manually pressed. Once the Search button is pressed the list of services will be filtered to those matching the entered text.
This parameter can be blank.
| | &**BTN\_MINI\_SEARCH=Search** |Add BTN\_MINI\_SEARCH=Search to the URL to automatically run the search and filter the Service Request Catalog by the criteria in the URL, as would selecting the Search button.
The example URL opens the Service Request Catalog page with the words “ASM app” in the text box and the Service ASM app the only one showing beneath.
| |&BTN\_ADDTOCART\=Order
- where \ is the unique ref of the Service Action/Bundle to order
- where \
is the quantity of this item to order - where \
is the maximum number of items allowed in this order
The BTN\_ADDTOCART parameter will not work for Service Actions that are configured to download objects or launch URLs.
|Use this parameter to order a service, as though selecting the Order button on a Service Action/Bundle. This takes the user to the Order submission form to complete the details and submit the order.
The example URL opens the submission form for the ASM app service action, which is the service action with a REF of 7 in the database.
These parameters must be included, even if the value is set to 1:
- Quantity#
- MaxItems#
Service Actions/Bundles are created in ASM Core.
The unique reference is found in ITEM\_REF.AR\_PRIMARY\_ASSET in the database.
| ### Service Order Search The Review Past/Current Service Orders window can be pre-populated by appending parameters to the basic Service Order search URL. URL: http\://\Order\_No
&Order\_No=\
- where \
is the Service Order number(s) to search for
Example 1:
&Order\_No=10,15
Example 2:
&BTN\_SEARCH=Search
Use this parameter to populate the Order No field on the search window. This parameter can have multiple comma separated values.
Example 1 opens the Review Past/Current Orders page with values 10,15 already entered.
Example 2 automatically runs the search and opens the Service Order Summary window with Orders 10 and 15 listed, if they exist.
Service Order numbers are visible on the Service Order Details window in ASM Core.
| |Order\_Status
&Order\_Status=\
- where \
Use this parameter to populate the Order Status field on the search window.
The example URL opens the Review Past/Current Requests criteria page with values In Progress already selected, which is the name value for REF 22 in the database.
Order Statuses are created in System Admin.
The unique reference is found in REF.SU\_SERVICE\_TITLES in the database.
| |Order\_State
&Order\_State=\
- where \
represents whether to search Service Orders that are open, completed, or not submitted
Use this parameter to pre-select one of the options of the Request State field on the search window, which is a set of radio options.
The default selection is Open Orders.
The example URL opens the Review Past/Current Orders page with the Order State Completed < 1 Week already selected.
Options available:
- O = Open Orders
- 1 = Completed < 1 Week
- 4 = Completed < 4 Weeks
- N = Not Submitted
Service\_Action\_Ref
&Service\_Action\_Ref=\
- where \
&Service\_Action\_Ref=22
|Use this parameter to populate the Service Action field on the search window.
The example URL opens the Review Past/Current Orders page with the Service Action Consulting already selected, which is the NAME value for REF 22 in the database.
Services Actions are created in ASM Core.
The unique reference is found in ITEM\_REF.AR\_PRIMARY\_ASSET in the database where ENTITY\_TYPE=2
| |Service\_Bundle\_Ref
&Service\_Bundle\_Ref=\
- where \
Example 1:
&Service\_Bundle\_Ref=22
Example 2:
\&Service\_Bundle\_Ref=31&Order\_State=O&BTN\_SEARCH=Search
The Order\_State parameter is required if automating the search for service bundles through URL
|Use this parameter to populate the Service Bundle field on the search window.
Example 1 opens the Review Past/Current Orders page with the Service Bundle New Starter already selected, which is the name value for REF 22 in the database.
Example 2 opens the Service Order Summary page, listing all open service orders for New Starter bundles.
Services Bundles are created in ASM Core.
The unique reference is found in ITEM\_REF.AR\_PRIMARY\_ASSET in the database where ENTITY\_TYPE=33.
| # Using the Self Service Portal The Self Service Portal is a user friendly interface for: * Logging and tracking Incidents (Calls), Requests and Approvals * Placing orders in the Service Request Catalog * Viewing resources * Finding answers to simple queries or complex problems by searching for articles within the Knowledge Bank * Receiving notification of events such as planned outages, pre-empting calls to the Service Desk * Displaying reports that have been generated When you first log on, you are presented with a home page, that will typically look like this:
| Forgotten User ID and Password | If you have forgotten your User ID or Password, you can request to retrieve them. |
| Unregistered User | You need to be a registered user to use Self Service Portal. |
| Password Expiry | This page appears after you have successfully logged onto Self Service Portal. Before you can proceed, you must type a new password as your current password has expired. |
| Your email address was not found. Ensure you have entered it correctly. | You may not be an existing registered user or you have typed an email address that was different from the one that was used during registration. If you are unsure of the email address you typed during registration, contact your System Administrator. If you have not registered, select the link to register. |
| Activate Delegation | Select this checkbox to begin delegating work. This is available so that you can set up delegate details in advance, and then simply check the box when necessary. |
|---|---|
| Delegate Name | Identify the analyst you want to use as a delegate. You can select a number of analysts, but they must have the necessary permissions to manage your workload. Type part or all of the analyst's name, or use the button to search for the analyst. |
| Action Approvals | Select to allow the delegate to action approvals on your behalf. |
|---|---|
| Notify Delegate | Select to send an email to the analyst informing them that they have been delegated work. |
| Active | Select to make the analyst an active delegate. This allows you to have a number of analysts saved as potential delegates, and select the ones that are most appropriate for the time period that you are delegating work. |
| Remove | Select this option to remove the analyst from the list of delegates. |
Click on the title of the article to see an expanded view
| Solved! Close my call | in knowledge articles accessed from Suggested Knowledge widget in the Self Service Portal. |
| This was useful | in knowledge articles accessed from Knowledge Search in the Self Service Portal. |
| Approval Type Icon | Approval Type Description |
|---|---|
 | Approval Task |
 | User Approval Task |
| Status Icon | Status Description |
|---|---|
 | Approved |
 | Rejected |
 | Awaiting Approval |
 | Not Yet Active |
 | Closed - Redundant |
# Off-Line Conversations with Support The conversation widget provides an easy way for the user and support to converse off-line and supports files transfers. The Conversation Widget provides the ability to add an Attachment to the Call (Drop or Select files). It reveals in conversation form, the interactions between support and the user. {% hint style="info" %} This feature is available in ASM HERMES (ASM Version 10.6) and above {% endhint %} {% hint style="info" %} The conversation is displayed in chronological order, with the oldest entries at the bottom. {% endhint %}
Example: Searching Incidents. This could be labeled Ticket, Call, or whatever language your organization uses.
{% endhint %}
{% hint style="info" %}
Starting HERMES 10.2025.Q4 (10.6.9 GA Release) a Portal role permission was added to enable/disable the ability to see the unfollow button.
{% endhint %}
This setting enables the option to hide the "Follow" button for entities if you are the User.
e.g: When logging a Call on the SSP, if you are the User assigned to that Call, the Follow button will be hidden when this setting is enabled, preventing you from following your own Call.
| Search Text | The field enables you to perform a free text search. The free text search instructs the system to search against the following fields for each knowledge type:
|
| All Words | Select to search for all the words you typed into the Search Text field. Knowledge entries with words that match all the text specified will be returned in this search. If you search for Network Problems, and select All Words, the system will search for “Network Problems” and return results that contain the phrase “Network Problems” This option does not take into account the sequence of the words specified. If you want to search for text in a knowledge entry in the sequence you entered them in the Search Text field, use the Exact option. |
| Any Words | Select to search on any of the words you typed into the Search Text field. Knowledge entries with one or more words that match the text specified will be returned in this search. If you search for Network Problems, and select Any Words, the system will search for “Network Problems” and return results that contain the word "Network" or the word "Problems". |
| Exact | Select this option to search for knowledge entries with the word or words specified in the Search Text field. This option will return entries in which the body text contains any or all words as specified in the Search Text field, not necessarily in the same order. Selecting Exact will not retrieve text that has another form of the word or a synonym. For example, if you specify “Join” in text box, the search will not retrieve “Joined” as a match. Note that this type of search does not include an exact phrase search. To search for an exact phrase, the words for which you are searching must be specified within quotation marks. |
| Related | Select to search for Knowledge entries that contain synonyms or words that are similar to the text entered in the Search Text field will be returned in the search. For example, if you specify the search text as “Cloning”, the search will locate entries that have any form of the search text, such as “clone” and “cloned”. |
| Regular Expressions | Select this option to search for knowledge entries with regular expressions associated with the words specified in the Search Text field. Regular expressions include wildcard characters such as an underscore (_) to represent one character or percentage (%) to represent zero or more characters. Usage of regular expressions is specific to the database engine you are using: SQL Server or Oracle. Regular expressions are limited to searching for individual words and therefore exclude any punctuation and white space specified in the search text. The following wild card characters are supported for SQL Server and Oracle:
|
| Article Number | To search for an article based on the article number, type the number in this field. |
|---|---|
| Entry Type | Select an entry type from the list. This entry list is based on the article(s) selection. |
| Profile Type | Select an article profile type from the list. A sub-profile list appears if it is defined. Select a sub-profile from the Sub-Profile list. |
| Service | Select a service from the list. |
| Type | Select a Problem type from the list. A lower type tier appears if it is defined. Select a sub-type from the Sub-Type list. |
| Updated Since | You can use this field to instruct the system to search for articles that have been updated or created since the date you specified. |
| Sort By | Select a sort option from the Sort By list. There are three options: |
| Service Ref | Reference number assigned to the service |
|---|---|
| Description of Service | Describes the service in detail, and includes what the user who is subscribing to the service will get as part of the service offering |
| Date Service Introduced | This is the date from which the service has been available to users |
| Date Service Withdrawn | This is the date on which the service was taken off the Service Request Catalog, and since has been unavailable to users. |
| Availability/ Service Times | This is the duration for which the service will be available to use/access. For example, if a service provides online banking facility, the service would typically be available 24 x 7, which means 24 hours a day and 7 days a week. |
| Target Audience | This field identifies the type of users most likely to subscribe to the service. For example, an organization may provide a service for creating employee accounts. The target audience in this scenario would be all of the organization’s employees who need a new account created. |
| Support Arrangement | This field provides details of the analyst/department that is responsible for providing service support to users |
| Service Targets | This field displays the terms and conditions under which the service will be provided. |
| Training | This field describes any training related to this service, which may be of interest to subscribers. |
| Charging Arrangements | This field displays any costs associated with the provision of this service. |
| Approval Required | This field provides the details of the approval required for subscribing to a service. |
| Access | This field contains details of the users/departments that have access to this service. |
| Backup and Recover Arrangements | This identifies the backup arrangements at times when the service is unavailable. |
| Hyperlink | This field displays the address (link to) of the web site that provides details about this or a related service. |
Single Sign On
Compatible with Integrated Security and SSO.Home Page
Displays a scrolling bulletin board, and the number of calls, tasks, request the analyst has, and a workload total which combines all three.
Create Calls
Create calls in Nano from the New Call menu option, which presents the available IPK Statuses and Streams, if they're configured.Calls Outstanding
Calls Outstanding displays calls that require the analyst's attention. * Filter the list by your calls, calls forwarded to you, calls forwarded to your group, and calls you forwarded * In the filter you can toggle between suspended and unsuspended calls * Show or hide the filter section * Toggle between Kanban layout and table layout * Configure the columns displayed by adding or removing columns and changing their order * Right-click on call(s) to perform actions such as Add Note, Review, Email, Close, etc.Call Details
Features and functions available on the Call Details window: * View and update standard fields and fields added to the Nano screen in ASM Designer * Save or Cancel changes to the details using the Save and Cancel buttons * Close the call by changing the Status * Stop and start the SLA clock, or resume service, by changing the Status * Assign the call to another analyst or group by changing the Assign To value * Email from the call * Attach files to emails from the call * Generate a Call Report * View the full call history * Add comments to the call * Use the 'Visible to user' check box to make your comments visible in the Self Service Portal * Attach files and objects to the call, view their details, or delete them from the call * SLA indicators are visible at the top of screen to help meet your SLA targets * Close the 'First Call Back' on SLAs using the 'User Updated' check box. * Place a Watch on the call * Time Spent settings for entering time against calls * Reminder settings to set a reminder for yourself * Suspend settings to suspend the callCall Search
Search for calls that may not be displayed in Calls Outstanding. * Use the Standard Search to find open or closed calls by call number or text search * Use the Advanced Search to access all call search fields. * Toggle between Kanban layout and table layout. * Configure the columns displayed by adding or removing columns and changing their order. * Right-click on a call(s) to perform actions such as Add Note, Review, Email, etc.Tasks Outstanding
Tasks Outstanding displays tasks that require the analyst's attention. * Filter the list by your tasks, tasks forwarded to you, tasks forwarded to your group, and tasks you forwarded * In the filter you can toggle between suspended and unsuspended tasks, and toggle active vs inactive tasks * Show or hide the filter section * Toggle between Kanban layout and table layout * Configure the columns by adding or removing columns and changing their order * Right-click on a task(s) to perform actions such as Add Note, Review, Email, etc.Task Details
Features and functions available on the Task Details window: * View and update standard fields and fields added to the Nano screen in ASM Designer * Save or Cancel changes to the details using the Save and Cancel buttons * Approve or Reject approval tasks using the Approve and Reject buttons * Close the task by changing the Status * Stop and start the SLA clock by changing the Status * Assign the task to another analyst or group by changing the Assign To value * Email from the task * Attach files to emails from the task * Generate a Task Report * View the full task history * Add comments to the task * Use the 'Visible to user' check box to make your comments visible in the Self Service Portal * Attach files and objects to the task, view their details, or delete them from the task. * View details and interact with all attachments on the request by selecting the 'All Request Attachments' checkbox * Request Phase is visible at the top of the screen indicating the current phase in the request life cycle * SLA indicators are visible at the top of screen to help meet your SLA targets * Time Spent settings for entering time against tasks * Reminder settings to set a reminder for yourselfTask Search
Search for tasks that may not be displayed in Tasks Outstanding * Use the Standard Search to find tasks and/or approvals that are active, complete and/or inactive, by task number or text search * Use the Advanced Search to access all task search fields * Toggle between Kanban layout and table layout * Configure the columns displayed by adding or removing columns and changing their order * Right-click on a task(s) to perform actions such as Add Note, Review, Email, etc.Create Requests
Create requests in Nano from the New Request menu option, which presents the available Workflow Processes and Templates.Requests Outstanding
Requests Outstanding displays requests that require the analyst's attention. * Filter the list by your requests, requests forwarded to you, requests forwarded to your group, and requests you forwarded * In the filter you can toggle between suspended and unsuspended requests, and authorized vs unauthorized requests * Show or hide the filter section * Toggle between Kanban layout and table layout * Configure the columns by adding or removing columns and changing their order * Right-click on a request(s) to perform actions such as Add Note, Review, Email, etc.Request Details
Features and functions available on the Request Details window: * View and update standard fields and fields added to the Nano screen in ASM Designer * Save or Cancel changes to the details using the Save and Cancel buttons * Authorize or reject authorization on requests using the Authorize and Reject buttons * Close the request by changing the Status * Stop and start the SLA clock, or resume service, by changing the Status * Assign the request to another analyst or group by changing the Assign To value * Email from the request * Attach files to emails from the request * Generate a Request Report * View the full request history * View the Task Dependency Diagram * Add comments to the request * Use the 'Visible to user' check box to make your comments visible in the Self Service Portal * Attach files and objects to the request, view their details, or delete them from the request * View details and interact with files and objects attached to all tasks in the request * SLA indicators are visible at the top of screen to help meet your SLA targets * Reminder settings to set a reminder for yourself * Suspend settings to suspend the requestRequests Search
Search for requests that may not be displayed in Request Outstanding * Use the Standard Search to find requests that are active, completed, and/or unauthorized, by request number or text search * Use the Advanced Search to access all request search fields * Toggle between Kanban layout and table layout * Configure the columns displayed by adding or removing columns and changing their order * Right-click on a request(s) to perform actions such as Add Note, Review, Email, etc.Workload Outstanding
Workload Outstanding displays all your work items (calls, tasks, and requests) in one place. * Filter the list to show any combination of calls, tasks and/or requests that are currently with you, have been forwarded to you or your group, and work items you forwarded. * In the filter you can toggle between suspended and unsuspended work items. Only active work items are displayed, there is no toggle for inactive ones * Show or hide the filter section * Configure the columns by adding or removing columns and changing their order * Right-click on a work item(s) to perform actions such as Add Note, Review, Email, etc.Knowledge
Knowledge Search * Use the Standard Search to find knowledge articles by article number or text search * Use the Advanced Search to access all knowledge search fields * Configure the columns displayed by adding or removing columns and changing their order Knowledge Details and functions: * View and update standard fields and fields added to the Nano screen in ASM Designer * Save or Cancel changes to the details using the Save and Cancel buttonsCMDB Items
CMDB Item Search * Use the Standard Search to find Resources by Title, Ref, CMDB Item Type, or Organization * Use the Advanced Search to access all CMDB Item search fields * Configure the columns displayed by adding or removing columns and changing their order CMDB Item Details and functions: * View and update a subset of standard fields and fields added to the Nano screen in ASM Designer * Save or Cancel changes to the details using the Save and Cancel buttons * Generate a CMDB Item Report * View the CMDB Linking DiagramPerson
Person Search * Use the Standard Search to find Surname, First Name, Organization, or Location * Use the Advanced Search to access all Person search fields * Configure the columns displayed by adding or removing columns and changing their order Person Details and functions: * View and update a subset of standard fields and fields added to the Nano screen in ASM Designer * Save or Cancel changes to the details using the Save and Cancel buttonsBulletin Board
The **Bulletin Board** option displays a list of all active bulletins. Use the **Bulletin View** option to display a scrolling banner of active bulletins.
New Call | Select the type of call to create then complete the call details. The submenu displays the available call types, or IPK Statuses and Streams, if enabled. |
New Request | Select the type of request to create then complete the request details. The submenu displays the available workflow templates; there may be multiple tiers. |
Bulletin | Select a mode for viewing bulletin articles from the submenu:
|
View | View work items requiring your attention. Select a type of work item, or see all in the Workload.
|
Search | Select the entity to search for from the submenu
|
| Log a new call/request, or bulletin |
|
| Search | Method 1: Call Search
Method 2: Calls, Tasks Outstanding And Workload Outstanding,Outstanding
Method 3: Quick Search
|
| View details | Method 1: Quick Search
Method 2: Search or Workload Outstanding
The window opens in edit mode or in review mode, depending on the method used to open the call, and the settings configured in your IPK Security Role. |
| Update |
|
| Assign a ticket | Method 1: Details
Method 2: Search or Workload Outstanding
|
| Close a Ticket | Method 1: Details
The selected status must have the Close setting enabled in System Admin Call /Request Status Titles.
Method 2: Search or Workload Outstanding
Method 3: Kanban in Search or Call and Task Workload
|
| Stop the clock |
|
| Start the clock |
|
| Resume Service |
|
| Search for knowledge |
|
| View knowledge details |
|
| Update knowledge |
|
| Search for a CMDB Item |
|
| View CMDB Item details | Method 1: CMDB Item Search
Method 2: Details of a call, request, or task
|
| Update a CMDB Item |
|
| Search for a Person |
|
| View Person details | Method 1: Person Search
Method 2: Details of a call, request, or task or other entity with a Person field:
|
| Update a Person |
|
| View Organization details | From the Details of a call, request, or task or other entity with an Organization field:
|
| Update an Organization |
|
| View Location details | From the Details of a call, request, or task or other entity with an Location field:
|
| Update a Location |
|
They perform the following functions:
| Save | saves all of the changes to resource allocation |
|---|---|
| Refresh | cancels all of the changes made to task details or allocations since the last time you saved |
| Auto Scroll | Select to ensure that the optimum time frame for the task allocation is always displayed in the window when you start to allocate a task. You may choose to deselect this option and manually choose the date display if, say, you want to allocate tasks in a different timeframe. |
| Group by Team | Select to group the displayed analysts in their resource managed workflow groups. If an analyst is a member of several workflow groups, they will appear in each group. Their task allocations will be displayed in each entry. Deselect to display the analysts independent of their workflow groups. They will be displayed in alphabetical order. |
| Skill Filter | Select to show which analysts have the appropriate skill set to complete a selected task. See Allocating Tasks According to Skills for more details. |
| Month/Week/Day View | You can change the granularity of the calendar, choosing between Month, Week and Day.
|
| Today | Select to return the display to show today's date, if the current date is not displayed. |
| Use the left and right arrows to display the month/week/day before or after the current one, depending on the granularity of the display | |
| (current date range) | Select to display a calendar drop down, from which you can choose a date (range) in the normal way |
| Task | Task Number |
|---|---|
| Title | Task Title |
| From | Planned Start |
| To | Target Date |
| Length | Planned Time |
| Authorized | Status of the task. If this is not selected, the task may be suspended |
| Active | Active Task |
| Type | Task Type |
| Phase | Task Phase |
| Request | Request Number |
| Workflow | Request Screen Set |
| Task Details | The upper section contains the task details. You can use the scroll bar to the right of the section to scroll up and down if all of the details are not visible on your screen. |
|---|---|
| Request | Request Number and Description. Click on the request number to open the request in a new tab |
| Task | Task Number. Click on the number to open the task details in a new tab |
| Type | Task type |
| Authorized | Indicator whether the task is authorized |
| Active | Indicator whether the task is active |
| Window | Planned time for the task |
| From | Planned Start date/time |
| To | Target Date |
| Length | Planned time |
| Allocation | The lower section of the Task Details pane shows allocation information, as described below. |
| Team | The workflow group to whom the task is assigned |
| Work Start | The date on which the analyst is expected to start the task. This field is completed by either dropping the task on the calendar in the Resource Allocations pane, using the calendar keys, or keying in a date/time. See Allocating tasks in Resource Manager for more details. |
| Work End | The date/time when the task is expected to be complete. This is automatically completed based on the Work Start and Duration details and is read only. |
| Duration | The length of time that the task is expected to take. This is an editable field, and the details are updated in the Task Details window accordingly. |
| SHORTCUT | DESCRIPTION |
|---|---|
Right Arrow | Moves the focus one cell to the right. If the focus is on the right-most cell in the row, the focus does not move. |
Left Arrow | Moves the focus one cell to the left. If the focus is on the left-most cell in the row, the focus does not move. |
Down Arrow | Moves the focus one cell down. If the focus is on the bottom-most cell in the column, the focus does not move. |
Up Arrow | Moves the focus one cell up. If the focus is on the top-most cell in the column, the focus does not move. |
Page Down | Scrolls to the next page of data. If paging is configured, loads the next page of data, if any. |
Page Up | Scrolls to the previous page of data. If paging is configured, loads the previous page of data, if any. |
Home | Moves the focus to the first focusable cell in the row. |
End | Moves the focus to the last focusable cell in the row. |
Space | Selects the row holding the currently focused cell. |
Ctrl/Cmd(Mac) & Home | Moves the focus to the first cell in the first row. |
Ctrl/Cmd(Mac) & End | Moves the focus to the last cell in the last row. |
Ctrl/Cmd(Mac) & Space | Selects or deselects the current row, while persisting previously selected rows (only for selection mode "multiple"). |
Shift & Space | Performs range selection, selects all the rows between the last selected one (with SPACE or mouse click) and the one holding the focused cell. |
Shift & Up Arrow | Selects the row above. When multiple selection is enabled, extends the selection to that row. |
Shift & Down Arrow | Selects the row below. When multiple selection is enabled, extends the selection to that row. |